Standards for public agencies

2020 Edition

Performance and Quality Improvement (PA-PQI) 2: Roles and Responsibilities

Staff at all levels of the agency participate in, conduct, and sustain performance and quality improvement activities.
2020 Edition




 An agency-wide performance and quality improvement system effectively engages staff, persons served, and other stakeholders in advancing the agency’s mission and achieving strategic goals through continuous, integrated, data-driven efforts to improve service delivery and administrative practice. 
Full Implementation, Outstanding Performance
A rating of (1) indicates that the agency's practices fully meet the standard and reflect a high level of capacity.  
  • All elements or requirements outlined in the standard are evident in practice, with rare or no exceptions: exceptions do not impact service quality or agency performance. 
Substantial Implementation, Good Performance
A rating of (2) indicates that an agency's infrastructure and practices are basically sound but there is room for improvement.
  • The majority of the standards requirements have been met and the basic framework required by the standard has been implemented. 
  • Minor inconsistencies and not yet fully developed practices are noted; however, these do not significantly impact service quality or agency performance.

Partial Implementation, Concerning Performance
A rating of (3) indicates that the agency's observed infrastructure and/or practices require significant improvement.  

  • The agency has not implemented the basic framework of the standard but instead has in place only part of this framework.  
  • Omissions or exceptions to the practices outlined in the standard occur regularly, or practices are implemented in a cursory or haphazard manner.  
  • Service quality or agency functioning may be compromised.  
  • Capacity is at a basic level.
Unsatisfactory Implementation or Performance
A rating of (4) indicates that implementation of the standard is minimal or there is no evidence of implementation at all.  
  • The agency’s observed administration and management infrastructure and practices are weak or non-existent; or show signs of neglect, stagnation, or deterioration.
Self-Study EvidenceOn-Site EvidenceOn-Site Activities
All Agencies
  • PQI training curricula table(s) of contents broken down by job category including: 
    1. staff coordinating the agency's PQI system 
    2. supervisors, program directors, and senior managers
All Agencies
  • Training curricula and materials
  • Documentation tracking staff completion of required PQI trainings 
All Agencies
  • Interviews may include:
    1. PQI staff 
    2. Managers and program directors 
    3. Staff at all levels 

PA-PQI 2.01

Staff responsible for implementing and coordinating the agency's PQI process are trained on, or demonstrate competency in, sound measurement practices including: 
  1. identifying indicators of quality practice for the programs being evaluated; 
  2. implementing internal and external evaluation methods, such as benchmarking, appropriate to the programs being evaluated;
  3. collecting, analyzing, and interpreting data from a range of sources; and
  4. communicating evidence and findings to staff and other stakeholders in a manner that facilitates their active engagement.

PA-PQI 2.02

Staff receive ongoing training in PQI activities including, as appropriate to individual roles and responsibilities:
  1. the goals, relevance, and inherent value of the PQI process; 
  2. the roles of all staff in implementing the PQI process; 
  3. data collection tools and forms;  
  4. the key decision-making junctures in their work and how data should inform decisions; and
  5. case review forms and processes.

PA-PQI 2.03

Supervisors of direct service staff, program directors, and senior managers are trained on, or demonstrate competency in: 
  1. collecting, monitoring, and interpreting data and using this evidence to evaluate and discuss performance as it relates to outcomes;
  2. targeting areas of improvement;
  3. supporting staff in ensuring data collection and integrity; and
  4. supporting staff in using data as evidence to inform casework and operational decision-making.