Quality Assurance Program

About the Program

Category: Financial Management (Best in Category)

Year: 2020

Wilson County Department of Social Services developed our Quality Assurance Program to ensure that accurate and timely benefits and services are provided to our customers. We have large caseloads, numerous deadlines, and limited resources; however, we hold ourselves accountable for providing exceptional customer service to the citizens of Wilson County. One component of exceptional customer service is fiscal transparency and accountability while expending funds appropriately to serve those in need. Our Quality Assurance Program is a comprehensive staffing, training and culture change in response to increased audit frequency and scrutiny. Strict adherence to eligibility determination policies ensures that we are responsible stewards of public dollars. A simple human error could result in our agency having to pay back thousands of dollars for one case; or alternately result in a loss of a much needed safety net service for a community member. Our Quality Assurance Program is a balanced, comprehensive approach to determining eligibility for services that ensures sound fiscal processes while providing crucial support services to those in need.