1. California Victim Compensation Program Using Effective Performance Standards and Scorecards Julie Nauman, Executive Officer California Victim Compensation Program

2. The California Model CalVCP headquartered in Sacramento Utilize contracted JP’s 22 contracts 22 contracts Reaching 53 of 58 counties Reaching 53 of 58 counties

3. California Victim Compensation Program Performance Standards & Balanced Scorecards Clearly define expectations Measure actual performance Staff Staff Teams Teams Management knows where they stand

4. California Victim Compensation Program Developing Performance Standards Measurable and fair Challenging yet feasible Clearly stated

5. California Victim Compensation Program Developing Performance Standards Part of the CalVCP Strategic Plan Paired with Employee Performance Appraisal and Individual Development Plan process Union participation Rolled out per processing sections

6. California Victim Compensation Program What We Are Doing With Performance Standards Defining and measuring expectations Utilizing metrics Conducting forecasts Providing feedback Team building

7. California Victim Compensation Program What Is Measured Quantity of work Quality of work Individual work habits Work environment

8. California Victim Compensation Program

10. Developing The Scorecard Challenge: How to compare apples to apples What we wanted to accomplish: Document expectations and performance Result: Numerical rating from 0-100

11. California Victim Compensation Program What Is Measured Timeliness Avg. application and bill processing times Avg. application and bill processing times Accuracy How well data is entered How well data is entered Calculate percentage of errors Calculate percentage of errors Output Processing goals are met Processing goals are met

12. California Victim Compensation Program What Is Accomplished Accurate documentation of expectations and actual performance Improved quality and efficiency of services Heightened effectiveness of services More accountable to those we serve

13. California Victim Compensation Program Thank You - Julie Nauman Julie.Nauman@VCGCB.CA.GOV