STANDARDS OF PRACTICESOP Redesign Training1

QU

ALIT

Y A

SS

UR

AN

CE S

YS

TEM

S

An important aspect of a quality system is to work according to clear and precise standards of practice (SOPs).

A standard of practice is a document which describes the regularly recurring operations relevant to the quality of the operations.

The purpose of an SOP is to carry out the operations correctly and always in the same manner. 2

WH

AT D

OES

IT R

EA

LLY

DO

?

SOP protects both workers and clients.

3

SOP PROTECTS…

4

WORKERS

Workers who are following an established SOP can have a greater confidence that their actions are supported by leadership and the underlying statutes and regulations. They will have more success implementing their recommendations in court. They will have fewer corrective case actions.

SOP ALSO PROTECTS…

All clients are entitled to consistent service delivery based on established and accepted procedures—not on any one worker’s personal values, and not varying from one geographic area to another.

CLIENTS

5

CH

AN

GE IS

GO

OD

!

To ensure that SOP is presented in the most useful, usable format, it became necessary to update the layout and format.

The decision to do so was based on feedback from both field users and leadership.

6

WHAT DIDN’T CHANGE?

CONTENT There were very limited change to the existing

content. Those changes were limited to providing better

transitions between chapter materials or providing clarification within the existing language.

ACCESSIBILITY The manual can still be accessed through web

pages available through the department’s intranet or internet websites.

Forms and other resources can still be found as part of the manual pages. 7

CHANGE YOU’LL APPRECIATE!

It Won’t Ask: “Are you sure?”

Working Search Engine

Forms Are Easy to Find

8

BIG CHANGES YOU’LL LOVE: FORMAT AND NAVIGATION

Navigation Guides that Ensure you Won’t Get Lost

Simplified Format that Enhances the Clarity of the Content

9

NAVIGATION IS SIMPLIFIED

10

Linear Navigation → No More Linking Between Sections and Chapters

Navigation Breadcrumbs at the Top of Every Page Identifies the Path of Links Back to the Table of Contents

Chapter and Section Headings are Always Available from the Drop-Down Navigation Tabs at the Left of Every Chapter and Section

REDESIGNED FORMAT

A Clean Separation Between Procedural Steps and Considerations That May Impact Decision-Making (Practice Guidance) Procedural steps are the activities that are required

as part of the task. Practice guidance includes, but isn’t limited to,

information related to completing the steps, considerations the worker should evaluate as part of decision-making, or contingencies that may arise based on case-specific circumstances.

All workers and supervisors are required to follow the instructions contained in SOP, regardless of whether or not those instructions are classified as procedural or practice guidance.

11

EXAMPLE

Place the contents in the box.

Protect fragile items. Seal the box with

tape. Address the box. Add appropriate

postage. Mail the package.

Fragile items may be protected with bubble wrap or newspaper.

Postage will depend on the weight of the package.

For a list of post offices in your area go to post.office.com.

PROCEDURES PRACTICE GUIDANCE

12

WHAT IS NOT ON THE NEW SITE??

Correspondence memorandums and transmittals;

Definitions; SOP Clarifications; and Links to legislative websites.

13

SO WHAT DO I DO IF I NEED HELP?

Ask for Help Related to the Website Via Phone or Email: Sarah Cooper or Lisa R. Smith on Your Global Address List

Ask for Policy Clarifications or Case Consultation by Making Contact with a Program Specialist in Central Office

14

15

16

THANKS FOR YOUR ATTENTION

THE END