DBS considers the following questions in measuring provider performance:

  • Did the provider meet required training objectives for the consumer, which may include
    • minimal keyboarding speed and accuracy levels, and
    • technology-related skills that enable the consumer to independently perform each task?
  • Has the provider met DBS contract specifications?
  • Has the provider performed all contractual services in a professional manner in accordance with the requirements detailed in this manual?
  • If a staff member who provides contract services to DBS consumers was hired during the contract period, did the provider submit a staff information sheet to CPCSC before the new employee provided services to DBS consumers?
  • If a staff member who provides contract services to DBS consumers resigned during the contract period, did the provider inform CPCSC of the staff member's resignation no later than the employee's last day?
  • Were standard staff-to-consumer ratios observed during the performance of all training services?
  • Were all training services performed using the DBS-established training curriculum?
  • If the curriculum was varied to accommodate the specific needs of an individual consumer, did the trainer contact the consumer's counselor for approval before the training was conducted?
  • If a problem was discovered with a consumer's equipment or hardware, did the trainer immediately contact the consumer's counselor or case manager and/or the EAS specialist who conducted the consumer's consultation report?
  • Was the consumer provided electronic media containing copies of any changes or additions to the consumer's batch, keyboard, script, set, or other configuration files at the end of the final training session?
  • Did the trainer make any recommendations or discuss recommendations regarding additional training time, equipment, or software upgrades with the consumer or in the presence of the consumer?
  • Did the trainer install any program or piece of equipment to the consumer's system without prior written approval from the consumer's counselor or case manager?
  • If consumer training continued beyond one 30-calendar-day period, did the trainer submit the required interim training reports to the consumer's counselor or case manager and the EAS specialist who conducted the consumer's consultation report?
  • Has the provider adhered to DBS confidentiality standards?
  • Has the provider submitted all required reports in accordance with DBS specifications or standards?
  • Has the provider submitted fully completed invoices (including required attachments such as travel logs, if applicable) no later than 30 calendar days following service completion?