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INTRODUCTION Hornby Zeller Associates Inc

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INTRODUCTION Hornby Zeller Associates Inc Powered By Docstoc
					Business Proposal for

Statewide Intake Specialist
Job Analysis
RFP No. 530-9-A000024273




                                                 Prepared for:

                                  Texas Department of Family
                                      and Protective Services

                                                           By:

                                Hornby Zeller Associates, Inc.
                                   48 Fourth Street, Suite 300
                                              Troy, NY 12180

                                                    Principals:


                              Dennis E. Zeller, Ph.D., M.S.S.W.

                                         Phone: 518-273-1614
                                           Fax: 518-273-0431


                                         Helaine Hornby, M.A.

                                         Phone: 207-773-9529
                                           Fax: 207-773-9074

                                              February 2, 2009
Hornby Zeller Associates, Inc.


TABLE OF CONTENTS

PART 1          BUSINESS PROPOSAL

SECTION 1 – TRANSMITTAL LETTER                            1

SECTION 2 – EXECUTIVE SUMMARY                             3

SECTION 3 – CORPORATE BACKGROUND AND EXPERIENCE           7

SECTION 4 – PROJECT WORK PLAN                             31

SECTION 5 – ASSUMPTIONS                                   70

SECTION 6 – CERTIFICATIONS AND OTHER REQUIRED FORMS       71


APPENDIX                                                  79




Texas Statewide Intake Specialist Job Analysis Proposal
SECTION I TRANSMITTAL LETTER


February 2, 2009


Teri Powell, Bid Coordinator
Texas Health and Human Services Commission
4405 N. Lamar Boulevard, Building 1
Mail Code 2020
Austin, Texas 78756

Dear Ms. Powell,

Hornby Zeller Associates, Inc. (HZA), a national management consulting firm, is
pleased to respond to the Texas Health and Human Services Commission (HHSC)
proposal for analysis of its statewide intake specialist jobs. For the past two years, HZA
has provided all training for the Florida Department of Children and Families’ Abuse
Hotline. Moreover, the proposed project director, Edward Cotton, has operated both the
Illinois and the New Jersey state central registries, the intake systems for those states.

The following represent the statements and disclosures required by the RFP.

         HZA has never had a pending, resolved or completed litigation, mediation,
          arbitration or other alternate dispute resolutions against it.

         HZA has not conducted business with HHSC within the last two years.

         HZA does not foresee any personal or business interest that may present an
          actual, potential or apparent conflict of interest with the performance of this
          project if awarded a contract.

         Dennis E. Zeller, President of HZA, was previously employed by the Texas
          Department of Human Services (which had various names at that time)
          between 1977 and 1980. While there, he worked in some of the planning
          units, conducting research on a wide range of topics and, through a special
          project, participating in the development of budget proposals to combine
          Medicaid and Title XX funds to support alternate care initiatives for the
          elderly. His salary upon departure was $22,000.

         HZA does not have any exceptions or reservations nor express any
          limitations to the terms and conditions of the request for proposal, including
          the contract terms and conditions.
Hornby Zeller Associates, Inc.


            This proposal is binding for a period of three months from the date of
             submission.

            HZA does not intend to enter any subcontracts in the performance of this
             work.

We look forward to working with HHSC in the months ahead.

Sincerely,




Dennis E. Zeller
President




Texas Statewide Intake Specialist Job Analysis Proposal                                 2
Hornby Zeller Associates, Inc.


SECTION 2 EXECUTIVE SUMMARY



The Department of Family and Protective Services (DFPS) operates a large contact

center, Statewide Intake, whose purpose is to assist individuals from throughout Texas

to report incidents of abuse, neglect, and exploitation of children, elderly persons and

adults with disabilities. The large enterprise employs approximately 350 people, mostly

Statewide Intake Specialists, who accept and prioritize the calls, faxes and internet

communication seven days a week, 24 hours a day. DFPS is seeking a contractor to

improve the quality and consistency of the training received by these staff and identify

potential issues with the training design.



Hornby Zeller Associates, Inc. (HZA) has extensive experience in all aspects of DFPS’s

request. As a management consulting firm specializing in child welfare, HZA currently

has a contract to develop curricula and train all of the Florida Abuse Hotline staff, both

initial and ongoing training. Like Texas, Florida’s centralized intake takes calls on both

child abuse and elder abuse. The proposed project director, Edward Cotton, who

manages HZA’s Florida’s office and is in charge of the training contract, initiated and

operated centralized intake operations in Illinois and New Jersey where he directed

child protective services for those states. HZA has also evaluated state central intake

operations in New Jersey and has served as the Quality Assurance vendor in Florida;

HZA is also currently assessing and training staff in Fulton County (Atlanta), Georgia on

that topic.




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Two major paradigms guide the development of HZA’s approach to this project:

Instructional Systems Design and the requisites for a quality centralized intake

operation. The analysis of job performance measures and their implementation tells us

what Texas expects of its statewide contact center, SWI. The analysis of the current

curricula, specifically the Basic Skills Development Training and the On-the-Job

Training tells us what is being taught and how closely those programs mirror the SWI

expectations. The analysis of SWI performance also tells us how well the training is

being translated into practice. These pieces of information give us a framework for

revising the training programs. Our experience in Florida and elsewhere in training SWI

workers also affords us knowledge about the most effective methods of building

knowledge, skills and attitudes of new and existing staff and reinforcing the learning on

the job. Our approach to each required deliverable is summarized below.



Job performance measures: HZA plans to review job performance measures by

selecting a sample of 100 SWI workers and supervisors, fifteen in each job category or

everyone in that category if there are fewer than fifteen, and both observe and interview

them for several hours each. HZA will use structured instruments to record what is

observed and analyze the data, together with other management reports that may be

available, to determine current conformity to the job performance measures. HZA will

also use its own knowledge of best practices and a review of other states’ centralized

intake systems to critique the measures themselves for DFPS consideration.




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Course training plan: The course training plan will identify the topics and order in

which training courses should be taken by each staff person over five years based on

the set of skills and knowledge needed to master the job and handle the most complex

case scenarios with little outside assistance. The plan will address what is critical to be

given in the basic skills development period, be it through classroom teaching,

observation, or practicum to assure minimal competence at the outset and how that

training should be supplemented over time.



Performance checklist: The Performance Checklist ties the proposed job performance

measures to the course training plan. The checklist, which contains an abbreviated

version of the performance measures, will be broken down to align with the knowledge

and skills the staff are supposed to attain with each course. It will have multiple uses

both as an individualized training needs assessment, for employee supervision, and as

a way to track worker training achievement.



Tracking system form: HZA will develop an automated, web-based tracking system

for the SWI. At a minimum, the system will include basic SWI staff demographics (e.g.,

name, employee number, date of hire, title), the courses in the course training plan

which each individual has successfully completed and the training needs, including any

needs for specialized training, which remain for each individual person. HZA will align

the information with that available in PeopleSoft or AccessHR to avoid any duplication

of data entry.




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Identification of worker safety issues: Worker safety may relate to the potential

safety threats a worker in the field might face in going out on a call that the SWI has

taken and/or to safety issues the SWI staff themselves have concerns about due to their

own personal histories or their history as a worker. These will both be captured and

addressed through this project.



Comprehensive curricula: Next to the assessment of job performance measures, this

is the largest component of the project. The task will be addressed at two levels: HZA

will assess the content of the existing curricula and its adequacy, given the job

performance measures; and we will assess the types of instructional approaches used.

We will devise materials where they are lacking and revise materials as needed to

assure that the curricula address all three domains: knowledge, skill building and

proper attitude for all the job performance measures. Drawing from our extensive

knowledge and array of materials from Florida, New Jersey, Georgia and Illinois

(Florida’s basic training for Hotline staff consists of seven weeks of classroom and two

weeks of practicum) we will assure that the materials are interesting and effective. Both

trainer and trainee materials will be developed, suitable for dissemination on Moodle.



Comprehensive report of findings: The comprehensive report for this project will

include all of the previous products, as well as a description of the process HZA utilized.

Because HZA intends to go beyond what was requested in the RFP and has included a

review of other states’ performance measures, the intake procedures and job

performance measures, with DFPS’s acquiescence, will represent generally accepted
procedures, as they are practiced in other states.



Texas Statewide Intake Specialist Job Analysis Proposal                                    6
Hornby Zeller Associates, Inc.


SECTION 3 CORPORATE BACKGROUND AND EXPERIENCE


Contact Information



    Corporate Name:                    Hornby Zeller Associates, Inc.
    Corporate Address:                 48 Fourth Street
                                       Troy, New York 12180
    Ownership:                         Subchapter S Corporation under the Internal Revenue
                                       Code, owned equally by Helaine Hornby and Dennis
                                       E. Zeller.
    Affiliation:                       None
    Incorporation:                     New York (see address above)
    Federal Taxpayer ID:               14-1-777722
    Person to Sign Contract:           Dennis E. Zeller, Ph.D., President
    Person to Respond:                 Dennis E. Zeller, Ph.D., President
                                       48 Fourth Street
                                       Troy, New York 12180
                                       518-273-1614 (phone)
                                       518-273-0431 (facsimile)
                                       dzeller@hornbyzeller.com (email)
                                       or
                                       Helaine Hornby, M.A., Vice President
                                       272 Broadway
                                       South Portland, Maine 04106
                                       207-773-9529 (phone)
                                       207-773-9074 (facsimile)
                                       hhornby@hornbyzeller.com (email)




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Corporate Background and Experience

Hornby Zeller Associates, Inc., (HZA) is a management consulting, research and

evaluation firm which focuses on child and family services including child welfare,

children’s mental health, juvenile justice and prevention, among other areas. The firm’s

principals both originated from the child welfare field. HZA was founded as Zeller

Associates in 1988 by Dennis E. Zeller, Ph.D., M.S.S.W. who was Director of the

Bureau of Policy Planning of the Division of Family and Children's Services at the New

York State Department of Social Services. Prior to that, specifically between 1977 and

1980, Dr. Zeller was employed by the Texas Department of Human Services where he

served as a supervisor of the Survey and Analysis Unit. He was responsible for a

number of projects including the instrument design, implementation and analysis of

25,000 face-to-face interviews to support the development of the budget and

management plan. He also developed several models of alternate care for the elderly,

developed budget proposals to combine Medicaid and Title XX funds to support

alternate care initiatives and assisted with a statewide survey to determine the impact of

welfare reform on the state. Dr. Zeller also received two graduate degrees from the

University of Texas, Austin, an M.S.S.W. from the School of Social Work and a Ph.D.



The firm became Hornby Zeller Associates, Inc. in 1995 when Helaine Hornby, M.A., left

her post as founder and director of one of the national child welfare resource centers

(University of Southern Maine, Organizational Improvement) to become a partner in the

firm.




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Hornby Zeller Associates, Inc.


HZA has its headquarters in Troy, New York where it is incorporated as a Subchapter S

corporation under the Internal Revenue                    States in Which HZA has Worked
Code. The firm employs a staff of over 30

full-time people located in one of five offices.

In addition to its New York office, HZA has

offices in Maine; Arkansas where it serves

as the Division of Children and Family

Services Quality Assurance Unit for that

state; Pennsylvania; and Florida where its staff provide all pre-service and in-service

training to that state’s new and experienced staff on the Florida Abuse Hotline. As in

Texas, this hotline accepts calls both for children and adults and the elderly.



The firm has performed work in over 30 states in the past 14 years, from coast to coast,

as shown in the map.



HZA has an unusual array of people and experiences which make it qualified to conduct

the Statewide Intake Specialist Job Analysis for the Texas Department of Family and

Protective Services. First, the project will be led by three child welfare professionals

with multi-state experience in child welfare, training and statewide intake systems:

Dennis Zeller, Helaine Hornby and Edward Cotton. Dr. Zeller, who received his

graduate education in Texas and has had experience at the Department early in his

career, was an official in the New York Department of Social Services for many years as

the director of policy. Ms. Hornby was founder and formerly the director of one of the




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national child welfare resource centers and has consulted in the field of child welfare in

over 30 states. Mr. Cotton was the director of child welfare or child protective services

in three states before joining HZA, Illinois, New Jersey and Nevada. Moreover, he

developed and implemented statewide hotlines comparable to Texas’ SWI in two of

those states, Illinois and New Jersey. Second, HZA is currently performing all the

training for intake staff, supervisors and managers at Florida’s Abuse Hotline which

covers both children and adults. Mr. Cotton is the director of HZA’s Florida office, which

is responsible for this effort. The lead trainer and curriculum developer in Florida, Chris

Williamson, will play a critical role in the job performance measure review and

curriculum development in Texas. Third, HZA has performed quality assurance work on

abuse hotlines in New Jersey, Florida and Georgia which required defining performance

standards, monitoring staff performance, developing training, and mentoring hotline

staff. Many of these activities have direct relevance to Texas’ request. Fourth, HZA

has developed curriculum and delivered training to hotline and intake staff, supervisors

and managers in several states. Finally, HZA has developed and automated a tracking

system for Florida similar to what is requested here. Many of these experiences are

described in the pages below, which are organized around three broad areas:

evaluating centralized and county-based intake units; establishing performance

standards as well as measuring performance; and training and mentoring hotline

calltakers and intake staff.




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Evaluating Intake Units

New Jersey Division of Youth and Family Services: In 2005, HZA undertook an

extensive quality assurance study of New Jersey’s newly created State Central

Registry, the hotline for reporting child abuse and neglect in that state. The data

collection included both reviewing paper records and listening to live calls coming into

the Registry to determine whether the information was recorded completely and

accurately and whether calls were inappropriately being screened out, with little or no

action taken by the agency. While most calls were handled properly, a follow-up

mentoring project was implemented to identify areas of improvement for staff having

difficulties with decision-making and professionalism.



During the first half of 2006, HZA provided the mentoring work. HZA staff would listen

to taped calls of specific call-takers, evaluate the quality of the calls, listen to the calls

jointly with the call-taker and his or her supervisor of those where improvement was

identified as being needed, and then provide guidance on how to improve performance.

By the end of the project, both supervisors and call-takers were quite enthusiastic about

the results and wanted the effort to continue indefinitely.



Florida Department of Children and Families: In the spring of 2008 the Florida

Department of Children and Families contracted with HZA to study calls that the Hotline

was screening out. The agency wanted to know whether it was appropriate to screen

the calls out and what kind of voluntary follow-up, if any, was performed by the local

offices. HZA assessed over 300 individual cases where the call was referred to a local




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office as a prevention referral. While these referrals to the Hotline did not meet the legal

criteria for involuntary intervention, the caller had provided information that could lead a

family to maltreatment if intervention did not occur. HZA concluded that the Hotline staff

were not in fact screening out large numbers of cases where children or vulnerable

adults were in danger. However, whenever a second call was made on the screened

out case DCFS nearly always investigated. This may suggest that the reason cases

are being screened out in the first place is not so much because there were no

allegations to report but rather because the callers did not have or did not provide the

appropriate information. As a result most subsequent calls occurred within 30 days.



Establishing Performance Standards and Measuring Performance

Information Technology Centers of Excellence: In 2005, HZA was contracted by the

Florida Information Technology Centers of Excellence (ITCOE) to serve as a

subcontractor for its project to perform Quality Assurance functions for the Florida

Abuse Hotline. The purpose of this effort was to determine whether the intake staff

were performing their functions consistent with the laws, policies, and standards

established for the Florida Abuse Hotline. Detailed analyses were performed by unit

and worker so that problem areas and employees could be pinpointed. The quality

assurance included compliance reviews on reports of abuse and neglect for children

and vulnerable adults including those that were accepted as reports and those that were

screened out.




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As the subcontractor, HZA developed data collection instruments based on Florida’s

legal requirements and performance standards, developed an automated system on

which to record relevant Abuse Hotline data and produced a variety of standard reports.

Data collected from on-site reviews of individual units was analyzed to determine what

improvements could be made by the Hotline in relation to screening practices,

counselor knowledge of screening policies, counselor knowledge of data entry and

whether counselors were reviewing prior history information. HZA prepared and

presented the findings in concert with ITCOE to the Hotline administrators periodically

throughout the study.



Arkansas Division of Children and Family Services: HZA has been serving as the

privatized Quality Assurance unit for the Arkansas Division of Children and Family

Services (DCFS) since 1997. Seven full-time HZA staff, located within the state

agency, are responsible for producing monthly reports of agency compliance with state

and federal requirements, and quarterly and annual reports for the Legislature and

agency administrators on the achievement of client outcomes, compliance with state

requirements and basic trends in service delivery.



Quality assurance activities include measuring performance as well as compliance. A

series of performance indicators serve to identify the service outcomes of the families

and children served. For example, in a series of quarterly reports HZA measures trends

in the percentage of cases with a subsequent substantiated or true maltreatment report

within three months, six months and a year of a previous true report. Compliance




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measures help to identify where improvement in staff actions are needed. In the same

quarterly reports that measure performance, the timeliness of initiating child

maltreatment assessments is measured of both DCFS staff and law enforcement who

are responsible for investigating Priority I reports, the timeliness of completing

investigations of child maltreatment and timeliness of completing health screenings of

children who are placed into foster care due to an allegation of severe maltreatment.



HZA is currently performing a special study on behalf of DCFS, evaluating the agency’s

decision-making in terms of keeping children safe. The project is designed to determine

the extent to which casework decisions about child safety are made accurately and

consistently, to identify causes of any systemic deficiencies in those decisions, and to

recommend potential solutions leading to more consistent decision-making and greater

safety for children.



The review is examining the safety assessments and case records of 20 cases not

opened for services following a true or substantiated maltreatment report, 20 cases

where a case was opened for service but the child remained in the home as well as 20

cases where the child was placed into foster care following the investigation or

assessment. The purpose is to assess the quality of decision-making in each instance

and to determine patterns of non-compliance which can be used in follow-up job

restructuring and training of workers.




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Training of Intake Staff

Florida Department of Children and Families: In 2006, HZA was contracted by the

Florida Department of Children and Families to provide a comprehensive ongoing

package of training for the staff of the Florida Abuse Hotline. HZA modified or

developed training curricula for two groups, staff from the Call Center (Abuse Hotline)

and staff from the Crime Intelligence Unit, with four categories of training delivered on

an ongoing basis: 1) pre-service training; 2) in-service training; 3) emergent need

training and development; and 4) supervisory management and leadership training.

The responsibilities of front-line staff, supervisors and managers were taken into

account and their unique training needs addressed in the development of the training

curriculum. At the end of each training session, Call Center and Crime Intelligence Unit

staff are asked to complete a satisfaction survey of the training. Trainings consistently

receive high scores in compliance with HZA’s own performance-based contract.



Through this contract HZA designs and delivers about 300 days of training per year

through 8-week pre-service programs and multiple in-service trainings of different

durations. Florida employs 140 call floor counselors, 80 criminal investigation unit staff,

18 call floor supervisors and about 9 criminal investigation unit supervisors plus five

managers.



At the outset of the project, HZA created a database which tracks both the training each

staff person receives and the training needs which staff themselves identify. Using that

data, HZA then develops and implements a plan to address those needs. On a




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quarterly basis, HZA generates a standardized, person-specific report showing the

training received during the most recent quarter as well as the training needs (as

identified by the staff person through the survey) which remain unfilled.



Other Relevant Experience

Examples of HZA’s other related experience includes evaluations of risk assessments in

Ohio and Kansas; child welfare workload study in Virginia; and curriculum development

and delivery for child welfare supervisors in Erie, Pennsylvania.



Ohio Department of Job and Family Services: Risk Assessment: In both Ohio and

Kansas, HZA performed reliability and validity assessments of each state’s risk

assessment tool to determine whether the tools and the factors they encompass were

sufficiently valid and reliable to guide casework decisions. HZA’s methodology

consisted of merging downloaded administrative data with case reading data selected

from a randomly selected sample of 1,000 cases statewide and information from

interviews with caseworkers or supervisors who had completed some of the matrices for

Ohio’s Department of Job and Family Services. The data analysis included a content

validity analysis of the Family Risk Assessment Matrix (FRAM) items to assess the

correspondence between individual items and their respective baseline scores, between

the baseline scores and overall scores and finally between individual items and the

overall FRAM score. A criterion validity analysis was also undertaken to assess the

extent to which the individual FRAM items and summative scores succeeded in

predicting the likelihood of subsequent abuse or neglect. Additionally, caseworkers




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were interviewed to determine the extent to which they make their decisions based on

the FRAM scores and a survey was administered to both caseworkers and supervisors

to obtain their overall impression of the tools utility. Largely in accord with the

recommendations of the evaluation, steps were taken by the state to revise the tool.



Kansas Department of Social and Rehabilitative Services: Risk Assessment:

Given restricted funding available to the Kansas Department of Social and

Rehabilitative Services, HZA offered a methodology which relied on the state’s

automated tracking systems to measure the effectiveness of that state’s risk

assessment tools. The study employed a cohort sample of reports selected from the

state’s data and followed the families associated with those reports forward in time to

determine whether subsequent abuse and/or neglect occurred. The individual and

summative items on the tools were analyzed to determine if they provided caseworkers

with the capacity to determine levels of risk accurately and if they provided sufficient

information to make those judgments. Recommendations were offered to provide

guidance on how to improve decision making while minimizing the administrative

burden on caseworkers.



Virginia Department of Social Services: Workload Study: Workload studies are

relevant because they require job tasks to be defined and measured and they require

performance standards to be identified and measured. The performance standards

allow us to determine how long it takes to perform the job when the standards are met.

HZA has conducted about a dozen workload studies, largely in child welfare, over the




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past decade. One such study was done for the Virginia Department of Social Services,

both in 1999 and again last year. In the first study, HZA was asked to address the

staffing needs for all the Department’s case types including income maintenance

programs, children and adult services, employment programs and fraud. Virginia has

122 independent local cities and counties. Case types were defined at a level which

allowed the study to measure differences by case type or stage of the referral/case

process and characteristic of the case. For instance, eight different foster care case

types were defined based on the newness of the case and permanency goal of the

child. HZA worked with an advisory committee, analyzed policies and conducted focus

groups comprised of local representatives to develop the case types and tasks as well

as the performance measures to determine if a case was handled adequately.



Over the last two years (2007-2008), HZA performed a follow-up study to assist the

state in updating the calculations needed to measure the resources necessary to carry

out the state’s various programs. It was anticipated that program and policy changes,

including the new federal requirements implemented over the ten-year hiatus, would

have had a measurable impact on the time it took to handle cases and thus workload

need. The scope of the recent workload study was expanded to measure the impact

Structured Decision Making (SDM) (including risk levels) had on case time. In fact for

half of the SDM-related case types, the time needed was double that of cases from local

departments that were not SDM participants.




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Erie County Children and Youth: Curriculum Development and Delivery: Following

a performance review of the Erie County Children and Youth agency, HZA was asked to

develop a curriculum for supervisors and administrators reflecting best practice

standards and to deliver it over a six-month period. HZA followed ASTD principles in

the curriculum development and delivery. For instance, the training was based explicitly

on the organization’s mission and goals, followed and directly related to the findings of a

needs assessment, and used instructional material relevant to the current functioning of

the agency. The training also helped supervisors and managers adapt to the constantly

changing policy environment that is child welfare.

Corporate References

    Carol Hall
    Georgia Department of Human Resources
    Division of Family and Children Services
    Two Peachtree Street, N.W., 18th Floor
    Atlanta, GA 30303-1127
    404-657-1127
    cehall1@dhr.state.ga.us
    Contract Period: 2006 to 2007

    David Ligon
    Financial Analyst
    Oklahoma House of Representatives
    2300 N. Lincoln Boulevard
    Oklahoma City, OK 73105
    405-557-7434
    ligonda@okhouse.gov
    Contract period: 2008 to 2009

    Pat Page, Former Director
    Arkansas Division of Children and Family Services
    13703 St. Michael,
    Little Rock, AR 72211
    501-379-9635.
    patkpage@comcast.net
    Contract Period: 1997 to 2009




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Key Staff and Resumes

The following describes the experience and knowledge of the key staff for this project.

References for these key staff are also provided. The resumes for all staff who will

participate in the initiative, are provided in the appendix.



Dennis Zeller, Ph.D., M.S.S.W., Co-Principal Investigator

Dennis E. Zeller is President and founder of Hornby Zeller Associates, Inc. Dr. Zeller’s

major areas of expertise include policy analysis, research design, data analysis and

computer application development in the field of child welfare. Prior to founding the

consulting firm, Dr. Zeller was Director of the Bureau of Policy Planning of the Division

of Family and Children's Services at the New York State Department of Social Services.

In that role he was responsible for all child welfare and child care regulations, for

proposing and negotiating Department-sponsored legislation and for negotiating

litigation settlements. He was instrumental in implementing the State's preventive

service program, the uniform case record for foster care and preventive services,

utilization review procedures for foster care cases and other aspects of New York's

Child Welfare Reform Act of 1979. He also negotiated litigation regarding kinship care

and foster children preparing for independence. Prior to his work in New York, he was a

planner for the Texas Department of Human Services, performing research and policy

analysis for the agency. Dr. Zeller also received two graduate degrees from the

University of Texas, Austin, an M.S.S.W. from the School of Social Work and a Ph.D.




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Dr. Zeller is the author of Model Child Welfare Management Indicators, published by the

National Child Welfare Resource Center at the University of Southern Maine, and co-

author of “Kinship Care in America: What Outcomes Should Policy Seek” published in

Child Welfare and Improving Child Welfare Performance: Retrospective and

Prospective Approaches also published in Child Welfare (2007). He has spoken

broadly at state, regional and national conferences in the areas of child welfare,

research and statistics.



Dr. Zeller has personally worked in over 30 states, generally performing evaluations,

developing data for child welfare managers, analyzing data for litigation, advising on

management reporting, developing quality assurance systems, and performing

workload studies. He designed the methodologies for the review of State Central

Registry in New Jersey and the Quality Assurance review of the Florida Abuse Hotline.



References

    Cathy Utz
    Director, Bureau of Policy and Program Development
    Department of Public Welfare
    Pennsylvania Office of Children, Youth and Families
    P.O. Box 2675
    Harrisburg, PA 17105
    717-705-2912
    cutz@state.pa.us

    Michelle Jensen-Goodwin
    Wisconsin Director of State Courts Office
    110 E. Main Street
    Madison, WI 53701
    608-266-1557
    Michelle.Jensen-Goodwin@wicourts.gov




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Hornby Zeller Associates, Inc.


    Pat Page, Former Director
    Arkansas Division of Children and Family Services
    13703 St. Michael,
    Little Rock, AR 72211
    501-379-9635.
    patkpage@comcast.net


Helaine Hornby, M.A., Co-Principal Investigator

Ms. Hornby was the founder and director of the National Child Welfare Resource Center

at the University of Southern Maine (Organizational Improvement). That Center

recently celebrated its 20th anniversary. She directed the Center for its first eight years

before becoming a partner at Hornby Zeller Associates, Inc. in 1995.



Since 1980, Ms. Hornby has concentrated her research, training and evaluation in the

areas of child and family services including all aspects of child welfare, child protection,

foster care and adoption. While at the University of Southern Maine, she has directed

three national, federally-funded research projects: an analysis of adoption disruption

(four states, six sites); an evaluation of risk assessment systems in child protective

services (five states); and a policy study on kinship care (five states) in which she was

the co-principal investigator. These projects, sponsored by the U.S. Department of

Health and Human Services, have utilized varied methodological approaches

(qualitative and quantitative) including case reading, document analysis, data analysis,

interviews, focus groups, and cross-site comparisons.



Ms. Hornby has participated in all of HZA’s projects involving performance

measurement and compliance monitoring. She has also been responsible for




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developing training curriculum for a variety of initiatives, including assisting with the

curricula for training new and existing Florida Abuse Hotline staff. Ms. Hornby was

responsible for the development of the curriculum and materials used to train county

staff across the Commonwealth of Pennsylvania in a statewide child welfare case

management system. She also developed and provided training to supervisors in Erie

County, Pennsylvania as part of the implementation plan resulting from an

organizational review of that county’s Child and Family Services agency.

References

    Claudia Bepko, LCSW
    Project Coordinator, COSIG
    Maine Department of Health and Human Services
    State House Station 11
    41 Anthony Avenue
    Augusta, Maine 04333
    207-287-7360
    Claudia.Bepko@maine.gov

    Sarah Brune
    Oklahoma House of Representatives
    2300 N. Lincoln Blvd
    State Capitol Building
    Oklahoma City, OK 73105
    405-577-7434
    brunesa@okhouse.gov
    John Petulla
    Former Director, Erie County Children and Youth
    Harborcreek Youth Services
    5712 Iroquois Avenue
    Harborcreek, PA, 16421
    814-899-7664
    jpetulla@hys-erie.org




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Ed Cotton, Project Director

Edward Cotton is currently the Manager of HZA’s Florida office where he and his staff

are responsible for the training of all staff of the Abuse Hotline for the Florida

Department of Children and Families. He has also been responsible for assessing the

training needs of the hotline staff, developing training curriculum and delivering the

training to hotline staff and supervisors. He was actively involved in a recent

performance audit of Oklahoma’s Department of Human Services, which included a

focus on child welfare services, and is also serving as subject matter expert on a project

in Connecticut to evaluate Children’s Advocacy Centers. In Oklahoma he was

responsible for the portion of the audit that assessed intake operations including the

three hotlines currently operating there. He is currently consulting in Fulton County,

Georgia (Atlanta) where he is assessing both the intake operations and ongoing

services. He developed curriculum for Hotline and intake staff there and is currently

providing that training to them.



Mr. Cotton is a nationally known expert in the field of child protection, having directed

statewide systems for thirty years before joining HZA. He has appeared on Oprah, ABC

Primetime Live and many regional media shows as a child welfare expert and has been

a foster parent to 35 abused and neglected special needs children over the past 30

thirty years, two of whom he adopted.

Edward Cotton began his child welfare career as a social worker at a private agency in

Chicago. After working as a child protective caseworker and supervisor for the Illinois

Department of Children and Family Services, in 1984 he became administrator of that




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state’s Child Abuse Hotline and Registry. During his time at the hotline, he developed

policies and procedures for the hotline, developed the training curriculum, personally

interviewed every person hired and for the first seven or eight years as administrator he

conducted all of the staff training. He also implemented an intricate performance

measurement system which looked at the average number of calls which intake workers

handled, the processing time for completing a call, the time to take the call or talk time,

and the thoroughness of intake documentation as well as established error rates.

Evaluations were completed by reviewing intake forms and listening to and evaluating

live calls. Illinois’ intake system became a model for other states.



In 1995 Mr. Cotton became Deputy Director of the agency, supervising all child

protection programs, including overseeing 850 child protection investigators, 250

caseworkers providing in-home services, 250 licensing staff and 100 child abuse hotline

staff. After six years in that position he assumed the leadership of Nevada’s child

welfare system at exactly the time the state legislature was devolving responsibility for

all child welfare services from the state agency to the county agencies, but only in the

two largest counties. Mr. Cotton led the state agency through the first couple of years of

the adjustment from being largely an operating agency to being a combined operating

and supervising agency.

In 2003 Mr. Cotton was recruited to the directorship of New Jersey’s child welfare

system, which had recently been rocked by a sensational death case and a highly

publicized lawsuit. One of the reforms Mr. Cotton introduced, amid much resistance

and controversy, was a central hotline for reporting child abuse, replacing 32 different




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places to report prior to his arrival. He supervised the development of policy and

procedures for the State Central Registry, the development of training curriculum, and

the establishment of its operations.



Mr. Cotton was a founding Board Member for the Children’s Advocacy Center (CAC) in

Springfield, IL (Sangamon County) and served on the board for many years. In 2006 he

was named to a national expert panel to review the past two years of child abuse and

neglect deaths in Clark County, Nevada.

References

    Anne Burke
    Associate Justice
    Illinois Supreme Court
    200 E. Capitol
    Springfield, IL 62701
    217-782-2035
    LHoward@court.state.il.us

    Peg McMahon
    Florida Dept of Children & Families
    1317 Winewood Boulevard
    Building 5, 4th Floor
    Tallahassee, FL 32399-0700
    850-487-6148
    Peg_Mcmahon@dcf.state.fl.us

    Danette Smith
    Fulton County Dept. of Children & Families
    1249 Donald Lee Hallowell Pkwy
    Atlanta, GA 30318
    404-206-5642
    drsmith@dhr.state.ga.us




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Christopher Williamson, B.A., Observer and Curriculum Developer

Chris Williamson began working with child welfare as a direct care worker providing

counseling and supervision to troubled youth. In 1999 Mr. Williamson began working

with the Florida Abuse Hotline as a counselor, the equivalent of a specialist in Texas’

Statewide Intake center. After two years as a counselor, Mr. Williamson was promoted

into a supervisory position.



In 2003 Mr. Williamson began working with the Tallahassee Community College which

was responsible for providing all pre-service and in-service training for Hotline staff.

During his three years at the community college, Mr. Williamson developed

curricula and delivered pre-service and in-service training for Hotline staff. He was also

responsible for updating curricula due to changes in law, policy or procedure.



Mr. Williamson re-joined the Hotline staff for a short time when the Community College’s

contract expired. When HZA was awarded the training contract at the end of 2006, Mr.

Williamson joined HZA’s staff and resumed his training duties. He continues to assist

HZA’s manager in developing and updating curricula, as well as in delivering both pre-

service and in-service training. Mr. Williamson is certified as Professional Trainer

through the Office of the Secretary Education and Training at the Florida Department of

Children and Families.

References

    Sharron Washington
    Department of Children and Families
    Circuit 9 Operations Manager, Central Region
    400 W. Robinson Street, Ste S1129



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    Orlando, Fl 32801
    407-245-0400 ext. 238
    sharron_washington@dcf.state.fl.us

    Hank Lech
    Call Center Manager, Florida Abuse Hotline
    1317 Winewood Blvd. Building 6
    Tallahassee, Fl 32399
    850-487-6100
    hank_lech@dcf.state.fl.us

    Ron Hardcastle
    Government Operations Consultant II
    1317 Winewood Blvd Building 3, Room 473
    Tallahassee, Fl 32399
    850-921-5571
    ron_hardcastle@dcf.state.fl.us


Alexis A. Wilmot, M.A. Observer and Curriculum Developer

Since June of 2008 Ms. Wilmot has been part of HZA’s training team for the Florida

Abuse Hotline. In that role she assists in developing and modifying curricula and in

delivering both pre-service and in-service training. She trains both the counselors who

take the calls of maltreatment and the staff of the Crime Intelligence Unit, who are

responsible for doing background checks.



Prior to joining HZA, Ms. Wilmot spent four years as a counselor at the Florida Abuse

Hotline, a job she took immediately upon receipt of her undergraduate degree. While

still in school and working on that degree she provided focused, training-like group

therapy sessions to female corrections inmates who had been victims of abuse, in an

attempt to break the cycle of victimhood and violence upon their release.

References




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    Paul Berryman, DCF Business Operations Manager
    1317 Winewood Blvd., Building 6
    Tallahassee, FL 32399
    850-487-6103
    Paul_Berryman@dcf.state.fl.us

    Bill Edwards, Call Floor Manager, Florida Abuse Hotline
    1317 Winewood Blvd., Building 6
    Tallahassee, FL 32399
    850-487-6160
    William_Edwards@dcf.state.fl.us

    Kortney Rudd, Crime Intelligence Unit Manger, Florida Abuse Hotline
    1317 Winewood Blvd., Building 6
    Tallahassee, FL 32399
    850-487-6149
    Kortney_Rudd@dcf.state.fl.us


Kevin Zacks, B.S., Tracking System Development

Mr. Zacks is the manager and lead data analyst in HZA’s Harrisburg, Pennsylvania

Office. In that role, he is responsible for the analysis of child welfare data from

Pennsylvania’s 67 counties, including both responses to ad hoc inquiries from the Office

of Children, Youth and Families and the generation of summary data packages twice

each year to assist counties in their development of annual Needs Based Plans and

Budgets.



In addition to his work for the State of Pennsylvania, Mr. Zacks has worked on several of

HZA’s other projects. Most significant for this proposal is his work in New Jersey where he

participated in HZA’s review of the State Central Registry, the state’s hotline for reporting

child maltreatment. He listened to tapes of calls made to the registry and reported on the

accuracy, completeness and professionalism of the specialists taking the calls.




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Finally, Mr. Zacks creates computer programs for a variety of purposes within the company.

This includes web-based reporting programs for data collection in research projects,

programs for standardizing data analysis and report formatting and programming to make

enhancements to a SACWIS-like system HZA has created and is operating in several

Pennsylvania counties. For this project Mr. Zacks will have primary responsibility for

developing the training tracking tool for the SWI center.


References

    Lynette Hassinger
    Office of Children, Youth & Families
    Bertolino Building, 4th Floor
    1401 N. 7th Street
    Harrisburg, PA 17105
    717-772-7124
    lhassinger@state.pa.us

    Carol Hall
    Georgia Department of Human Resources
    Division of Family and Children Services
    Two Peachtree Street, N.W., 18th Floor
    Atlanta, GA 30303-1127
    404-657-1127
    cehall1@dhr.state.ga.us

    Kay Rupert
    Office of Children and Youth Services
    214 S. 7th Avenue, Suite B
    Clarion, PA 16214-2048
    814-226-9280
    krupert@clarioncountydhs.org




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SECTION 4 PROJECT WORK PLAN


The Texas Health and Human Services Commission (HHSC) is seeking a contractor to

identify potential issues with the current training design at the Statewide Intake (SWI)

contact center, and to enhance the functioning of the center by improving the quality

and consistency of training. Hornby Zeller Associates, Inc. (HZA) will work with the

Center for Policy Innovation within the Department of Family and Protective Services to

improve the quality and consistency of training as well as to identify potential issues with

the current training design.



Intake specialists are centrally housed at a contact center which receives information

from both professionals and lay people in the community. The intake specialists

process phone calls as well as internet reports, faxes and correspondence. They

assess all information using specific guidelines set forth in each program (child

protective services, adult protective services, child care licensing) to determine the

appropriate allegation, priority and program. Texas’ contact center is reputed to be the

largest of its type in the world. It employs over 300 SWI specialists, over 30

supervisors, and over six quality assurance staff.



This goal of this project, to improve the quality and consistency of the training, is to be

accomplished by the achievement of four objectives:

    1. review the job performance measures performed by intake specialists in all
       positions;

    2. review the critical tasks for new intake specialist training;



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    3. develop a comprehensive “Best Skills Development” training for Statewide Intake
       Specialists I – V; and

    4. develop a comprehensive “One-the-Job” training for Statewide Intake Specialists
       I – V.


There are two conceptual frameworks which guide HZA’s response to the needs of the

Department of Family and Protective Services. One comes from the field of

instructional design in general and job performance in particular. The second comes

from the field of child protection in general and the operations of effective statewide

intake units in particular. Both are addressed in this section in conjunction with HZA’s

specific work plan for each deliverable.



Instructional Systems Design

HZA employs the concepts of Instructional System Design (ISD) in its curriculum

development projects. There are four critical stages in the design of a training

curriculum or related instructional

system: analysis, design,

development and implementation.

This project does not require an

implementation (training delivery)

step, although it does encompass

the others.


The diagram at right shows how

the four phases of ISD intersect.



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Note that evaluation overlays all the elements in that it leads to change and

improvement at whatever phase it is used.



Analysis: Within the ISD, the first step is analysis. In the Texas project that translates

into analysis of current job performance measures of the intake specialist I – V and the

first-line supervisor. Consistent with ASTD Training and Development Handbook, the

analysis of the job is based on three dimensions of job performance: skill, knowledge

and beliefs or attitude.



Since the 1960s when “functional job analysis” was developed by Sidney Fine and

others, there has been widespread recognition that all three components are needed for

optimum performance. Even the popular Six Sigma authors ask (of potential change

agents): Do they have the right attitude? Do they possess the appropriate knowledge?

                                     And do they have the necessary skills? 1 They point out

                                     that in the Chinese character for “human” the two

                                     strokes supporting each other signify that "knowledge

                                     and skills" have to be complemented by "beliefs and

                                     attitudes."



The Job Performance Measure Review, one of the first substantive steps of this project,

is part of the Analysis phase of the Instructional Systems Design. During that phase

HZA will assess job performance in terms of the knowledge and skills that are required


1
 Tan, Amy and Kaufman, Uwe, “Making Good Change Agents: Knowledge, Attitude and Skills,” Six Sigma
Europe. http://europe.isixsigma.com/library/content/c040501a.asp


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of statewide intake specialists as well as their beliefs and attitudes. As discussed

below, customer service and is a very important aspect of this job, which is reflected in

the individual’s beliefs and attitudes.

Design: Consistent with ISD, the design phase will include matching the learning

objectives of the current curricula to what is discovered as needed through the Job

Performance Measure Review. We will determine whether the knowledge needed to

perform the job is adequately addressed and as well as whether the skill and attitude

dimensions are incorporated. If there are pieces of the current curriculum that are no

longer relevant, they will be eliminated. If new components are needed, they will be

added. The learning objectives will be sequenced and structured during the design

phase and will be matched to the amount of time Texas allots for each type of training.



Develop: Next the existing curriculum will be modified or new components will be

developed. Materials will be written such as Fact Sheets which can be used as quick

reference for staff on the laws, policies and operating procedures of the SWI, case

practice scenarios to incorporate in the classroom, and tapes of calls which can be used

by students to critique the intake process. They will be produced in the proper formats

such as curriculum notebooks (in two formats, one for the trainer and one for trainees),

PowerPoint presentation, and pre- and post-tests.



Child and Adult Protection: Standards for Effective Intake Systems

The second major consideration in the analysis of Job Performance Measures and the

overall curriculum design is the purpose of statewide intake systems and what features




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constitute good practice. These systems are generally created to accomplish at least

three goals:

           ease of reporting maltreatment,

           consistency of response and

           customer service.



Ease of Reporting Maltreatment:            Children, disabled adults and the elderly are those

most vulnerable to maltreatment. Human service agencies around the country invest a

great deal of time, money and hard work to investigate maltreatment reports, provide

protection, and make available services to these populations. However, all these efforts

fall short if the agencies are not able to identify the people needing these interventions.

Protective agencies rely upon professional service providers and the general public to

assist in this identification, and a central reporting system with a well-publicized phone

number increases the likelihood that someone will report an incident of abuse, neglect

or exploitation. One of the areas of performance measurement needs to address the

ease with which a report of maltreatment can be made to statewide intake including how

quickly the call is answered, how long it takes to make a report, how efficiently the

intake specialist takes the information, whether people need to repeat themselves, and

how accurately the information is recorded . Intake workers in Texas are expected to

multi-task. They must conduct a thorough but concise interview as well as document all

pertinent details according to policy, all the time focusing on time constraints woven into

the contact center environment. Many of these factors relate to the skill areas of the

curriculum.




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Consistency of Response: An allegation of maltreatment of a vulnerable citizen must

be assessed and evaluated based upon established laws and policies. This means that

the same standards must be applied to each call; the city or county of residence of the

alleged victim should make no difference. To make consistent decisions, it is crucial

that intake staff know the law and policy and are able to apply them consistently. More

than other workers, they must know the rules of multiple programs and be able to

designate a call to the proper program so they know which guidelines apply. Thus, in

the training lexicon consistency of response requires both knowledge and skill. In

HZA’s work on other Intake systems we have discovered many areas where no policy

has been developed or where there may even be conflicting policy. Some examples

are lack of supervision and child on child sex. During HZA’s processes for reviewing

current job performance measures, discussed in more detail below, HZA will point out to

management if there are such areas in Texas’ system that require greater clarification

before training can be developed to foster consistency of response.



Customer Service: For many of Texas’ citizens a call to the intake unit to report

maltreatment is their first experience with the Department of Family and Protective

Services (DFPS). It is essential that their calls be answered promptly, that they are

treated with courtesy and respect and that their questions or concerns be addressed.

DFPS is counting on these callers not only to provide information for the incidents about

which they are calling but also to file additional reports if they become aware of other




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incidents of abuse or neglect. The intake specialists may use empathy while

maintaining their professionalism.



Reporters who feel that their call was not treated seriously or were not assured that they

did the right thing by calling, even when the information was insufficient to accept a new

intake, may not call the next time they see a child or vulnerable adult being abused.

Intake staff must be trained and constantly monitored regarding their customer service

skills and attitudes. HZA has trained all of Florida’s intake staff and supervisors in

customer service generically and incorporates those concepts in the specific training for

intake staff. For example, the trainees listen to actual taped calls, some exhibiting good

attitudes on the part of intake staff and some not, and critique the calls in class.



Consistent with the ISD principles, HZA will perform a number of activities to fulfill the

scope of work in the RFP: The following table shows the relationship between the ISD,

the deliverables required by Texas’ RFP and the key activities that HZA will undertake

to meet the deliverables within the ISD context.

                   Relationship Between ISD, Texas RFP and HZA Activities
           ISD                          Texas RFP                           HZA Activities
                                                                   Review current job descriptions
                                                                   Review state laws, policies and
                                                                    procedures for SWI
                              Review current job performance      Review other states’ practices
        Analysis               measures
                                                                   Observe sample of SWI workers
                                                                    and supervisors and complete
                                                                    structured instruments
                                                                   Interview SWI staff and
                                                                    supervisors
                              Develop course training plan for    Compare what was observed with
         Design                Develop Basic Skills                 current laws and policies
                               Development                         Determine adequacy of current


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                   Relationship Between ISD, Texas RFP and HZA Activities
             ISD                        Texas RFP                           HZA Activities
                              Develop course training plan for     standards and modify as needed
                               On-the-Job Training                 Use standards as basis of
                                                                    developing learning objectives for
                                                                    Basic Curriculum and On-the-Job
                                                                    Training
                                                                   Develop/modify Basic Skills
                                                                    Development course
                                                                   Develop/modify On-the Job
                                                                    Training course
                              Develop Basic Skills
                               Development course                  Include for both courses:
                              Develop On-the-Job Training           o Learning objectives
         Develop
                               course                                o Fact sheets
                              Develop comprehensive                 o PowerPoint presentations
                               curriculum                            o Case Scenarios
                                                                     o Audio tapes
                                                                     o Exercises
                                                                     o Pre and post-test
       Implement
                              Develop performance check-list      Develop performance checklist
                               for Basic Skills Development and     including knowledge and skills
            Evaluate           On-the-Job training                 Develop automated tracking
                              Develop tracking system              system form



Work Plan Phases

The following pages outline how HZA will carry out this project. The discussion is

divided broadly into the phases set out for the Project Schedule as shown in Section 2.3

of the RFP:

            Start-up activities

            Job performance measures review

            Course training plan

            Performance checklist

            Tracking system form

            Identification of worker safety issues


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           Comprehensive curricula

           Comprehensive report of findings

The end of this section contains both a Timeline showing the start and end dates for key

activities and a Staff Loading Chart indicating the amount of time each HZA staff

member bid on this project will spend on the activity.



Start-up Activities



The start-up activities will include a trip to Austin and the collection of all relevant

materials needed to conduct the project. Within the first month of the project, HZA will

meet with DFPS on-site in Austin. The initial meeting will be devoted to introductions,

providing an overview of the processes to come, and making any changes to the work

plan which might be needed. HZA would also like to use this meeting to obtain any

materials it does not already have, such as comprehensive listing of job descriptions,

current performance standards, quality assurance grading forms and all curricula

presently in use with the SWI staff including Basic Skills Development and On-the-Job

training courses.



We understand that existing curricula and ancillary training materials will be accessed

from Moodle. HZA will work with DFPS to gain user permissions. HZA would also like

to tour the contact center and SWI facilities during this visit. Finally, we will request a

list of current SWI staff by job title for use in selecting a sample of staff to observe and

interview during subsequent visits.




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    Deliverable:        Final Work Plan
    End Date:           End of Month One
    Lead Staff:         Cotton
    Support Staff: Hornby, Hallenbeck, Zeller


Job Performance Measures Review



Understanding of Task: Any training curriculum must support the agency’s mission;

understanding all components of a job and how they should be performed to meet a

quality standard is integral to the Instructional System Design process, as reflected in

the analysis phase. This first task requires the job to be defined through criteria that

exist in law, policy and job descriptions, and then to see empirically whether the job is

being performed as required. This requires an analysis not only of the knowledge of the

intake staff and supervisors, but how that knowledge is applied in the real world. Here

the concepts of skills and attitudes, discussed above, come into play. HZA will perform

a rigorous, empirical review of the Intake Specialists I – V and the first line supervisors

and other staff (quality assurance) through structured observations and interviews.



The Job Performance Measures review will require defining the job of intake specialists

and supervisors as well as the current performance standards; developing structured

tools; observing actual performance; determining whether there are gaps in the

performance measures and/or the performance itself; and writing up the results in

preparation for curriculum development.




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Defining the Job and Current Standards: HZA will analyze the statutes, regulations

and policies governing intake for child and adult protective services as well as

appropriate sections child care licensing (e.g., defining a licensing violation versus a

potential abuse report). The purpose is to isolate requirements and standards in these

formal documents that should be reviewed during the empirical portion of the study and

that ultimately should be incorporated in curricula. HZA will also analyze the job

descriptions and any existing job performance measures for all five levels of specialists,

as well as for first line supervisors and for specialized duty areas such as quality

assurance. The requirements will be listed and categorized and ultimately incorporated

in the instruments that will be used to observe SWI operations.



Sample Selection: Reviewing the job performance measures will require not only

reading the laws, policies, job descriptions and performance measures, but also

observing the actual work staff do and talking with them. For this HZA will need to

select samples of staff in each job category.



To produce a scientifically defensible result, HZA will select 15 staff persons for each

title, or, where there are fewer than 15 staff in a given title (that is, SWI Specialist V and

Quality Assurance Specialist I), all of the individuals in that title. In making the

selections, HZA will include three new staff for each position (or all the new staff if there

are fewer than three) in order to try to identify those skills, ability and knowledge areas

where new staff are currently most likely to fall short of expectations. Selection of the




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approximately 100 staff will be random, with stratification by shift where shifts are a

relevant factor, i.e., with specialists and supervisors but not with quality assurance.



For the observation component of the work, it would be useful to draw a sample of calls,

in addition to the sample of staff, since calls are routinely taped. Calls will be selected

by randomly selecting dates and times.

    Deliverable:        Final Samples for Interviews and Observations
    End Date:           End of Month Two
    Lead Staff:         Zacks
    Support Staff: Danieli



Structured Tool Development: At least three types of tools will be developed for the

review of job performance measures. The first type will be used for HZA’s observations

of the staff selected into the sample. Based on the existing job descriptions and

performance measures, HZA will construct a semi-structured tool for each type of

position. The tool will be structured in the sense that it will include specific questions

covering the full range of duties of each position and many of the questions will be

formatted as fixed answers. At the same time, the tool will call for some judgments on

the part of the observers and will allow open-ended comments on each function. Since

HZA staff will literally watch the intake workers and supervisors (next activity) the tool

will be structured to capture things like whether they take notes on a call and then enter

it into the computer after they hang up (not preferable, but observed elsewhere),

whether they conduct the proper background checks, or whether they “stack calls”




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which means taking another call before the documentation and processing has been

completed on the last one.



A second type of tool will also be used for assessing the taped calls, similar to the one

HZA used in reviewing New Jersey’s Statewide Central Registry. This instrument will

also be structured and will focus on the accuracy of the information recorded, the

comprehensives of that information, the professionalism and efficiency of the specialist

and the accuracy of the decision-making. There will be only one instrument developed

for listening to calls, regardless of the level of the staff taking the call. Below is an

excerpt of an instrument which HZA developed for the Quality Assurance work it

performed on the Florida Abuse Hotline.



The third type of instrument will be an interview guide, again semi-structured. In some

instances observations may not capture all of the functions each specialist or supervisor

performs, and the interviews will be designed to supplement that. The interviews will

also provide an opportunity to ask about the functions of staff other than the one being

interviewed, e.g., supervisors can be asked to articulate what their subordinates do and

specialists can be asked about their interactions with their supervisors. The interviews

can also elicit areas in which the job performance measures are unclear to staff or

areas where they think measures are needed but lacking.

    Deliverable:        Final Observation and Interview Instruments
    End Date:           End of Month Two
    Lead Staff:         Cotton
    Support Staff: Hornby, Hallenbeck, Williamson, Wilmot



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                                             Instrument Excerpt
                                           Monitoring of Intake Calls



Call Decision                                                 CIRCLE ONE   1 Accepted
                                                                           5 Screened

Response Priority                                             CIRCLE ONE   1 Immediate
                                                                           5 24-hour

Call Management                                                                    CHECK ONE   YES   NO
Did the counselor:
    a) Request reporter’s name and role?
    b) Request demographics and addresses on all subjects?
    c) Request all pertinent information on what harm or threatened harm occurred?
    d) Ask about severity and history as related to each presenting incident?
Call Decision-making
Did the counselor correctly:                                                                   YES   NO
    a) Determine decision for call (screened or accepted)?
    b) Determine means to locate?
    c) Determine response priority?
    d) Determine report type (in-home vs. institutional)?
Call Documentation
Did the counselor correctly:                                                                   YES   NO
    a) Enter county of assignment?
    b) Enter/create subject information as provided by the caller?
    c) Enter narrative that establishes reasonable cause?
    d) Document prior history?
Professionalism
Did the counselor:                                                                             YES   NO
    a) Remain professional during interview process?
    b) Maintain confidentiality?
    c) Establish rapport with difficult caller?
Conduct Observations and Interviews: In addition to the time listening to taped calls,

HZA will spend an average of two and one-half hours in a combination of observing and


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interviewing each of the 100 staff selected into the sample. As noted in the discussion

of sample selection, all shifts (24 hours a day, seven days a week) will be included, as

well as all levels of staff.



For some positions, such as the quality assurance staff, more time is likely to be spent

in interviewing than in observing. For the intake specialists, the opposite is likely to be

the case. In both instances, however, the purpose will be to determine the extent to

which staff generally meet the job performance measures and, when those measures

are not met, to identify where the gaps are and whether they are attributable more to a

lack of skill, a lack of knowledge, poor attitude, or a lack of administrative oversight and

support.



During the interviews and observations, HZA also intends to ask for reports, both

center-wide and unit or staff-specific, which will help to assess other potential job

performance measures such as quantity of reports handled. These reports should be

able to provide additional information about questions such as whether workers are

answering an acceptable number of calls, how frequently calls are abandoned and the

distribution of calls among child abuse, adult abuse and child care licensing.

    Deliverable:        Observation and Interview Data
    End Date:           End of Month Three
    Lead Staff:         Cotton
    Support Staff: Hallenbeck, Williamson, Wilmot, Zacks




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Draft Performance Measures Report: A report will be drafted at the conclusion of this

phase of the project which will provide an analysis and critique of existing job

descriptions and performance measures for all existing positions. This draft report will

serve as a chapter in the final report to be drafted at the conclusion of the project.



The review will compare SWI’s job performance measures with the actual tasks carried

out by the staff. In addition, HZA will contact some of the other states with centralized

intake systems, such as Illinois, New York, New Jersey and Florida, to identify any

standards of performance they use in assessing employee performance. The

information collected through those contacts will permit an additional set of

comparisons, as well as serve as a source for potential recommendations for changes

to the job performance measures.



While the RFP does not explicitly ask for either the creation of new job performance

measures or the revision of the existing measures, HZA will include its

recommendations for those kinds of changes in this report. Because they will be

informed in part by the experience of other states, HZA’s proposals will be able to

represent generally accepted intake procedures. HZA will also propose, again based

on experience in both Texas and elsewhere, acceptable levels of performance. In

making its proposals for both which measures to use and what levels of performance to

consider acceptable, HZA expects to recommend some variations in measures. These

may be by position or level, by shift and special staff capacities (e.g., bi-lingual), as well




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as by any other factor which appears during the course of the review to have an impact

on job performance.



While numerous measures may be proposed, there are five which will be especially

important. These include: the number of calls handled, the average time per call, the

comprehensiveness of the interview, the completeness and accuracy of the

documentation and the correctness of the decision. If these are not addressed in

existing measures, they probably should be; if they are addressed, HZA will verify the

contents measures by the processes just described.



        Number of Calls Handled: The number of calls a worker answers may vary

greatly from day-to-day because some calls take longer than others. However,

calculating a daily average, separately for each shift, over a longer period of time such

as a month will allow the establishment of a reasonable expectation.



        Average Time per Call: The average time to complete a call should include the

time it takes to complete the call, that is, the “talk time,” as well as the time to process

the call. When there is an identified difference in the number of calls each worker is

handling, when the workers are on the same shift and show no discernible difference in

the types of calls, a supervisor should be able to determine additional training or

guidance one or more of the specialists need. For example, if a specialist is

consistently answering fifteen percent fewer calls than are other specialists but has an




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acceptable “talk time,” it is likely that more training is needed in processing the calls,

i.e., computer entry, narrative summary and so on.



        Comprehensiveness of Interviews: Whether reporting maltreatment or

licensing violations, few callers are likely to provide all the desired information

spontaneously. One of the skills SWI specialists need is the ability to obtain all the

information required for the specialist to make an appropriate determination as to how, if

at all, the agency should handle the referral. This requires focusing the interview on the

relevant facts and asking directly for information the caller is not providing without

prompting.



        Thoroughness and Accuracy of Documentation: Even if a specialist conducts

an interview in a thorough and professional manner, it is of little use if the information is

not fully and accurately documented. This is not merely a matter of ensuring that all the

boxes on a form are completed. It requires instead that calls be listened to and their

content be compared to what the worker writes down. Nor will it be sufficient to have all

the “hard” information available. Narrative can be equally valuable in the assessment

process, and for historical documentation.



        Correctness of Determinations: The most important function of an SWI

specialist is to determine accurately whether the information provided should result in

an investigation, a referral, a screen out or some other type of action. The ideal method

for assessing performance in this realm is to listen to the call, read the narrative and




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evaluate the determination made by the specialist. HZA staff will address in the report

the degree to which determinations were made correctly and either develop a

performance measure or compare the results to an existing measure.



        Non-specialist Positions: While performance expectations need to be

prescribed for SWI specialists, they also need to be set out for supervisors and quality

assurance staff. For supervisors some of the expectations are likely to include monthly

unit meetings, monthly individual staff meetings, timely evaluations, initiative in

recommending policy or practice changes, responsiveness to complaints and

maintenance of positive relationships with internal and external customers. For quality

assurance staff, performance measures should have to do with accuracy in the reviews,

the timeliness of reviews and the quantity of reviews conducted.

    Deliverable:        Performance Measures Chapter of Final Report
    End Date:           End of Month Four
    Lead Staff:         Cotton
    Support Staff: Hornby, Williamson, Wilmot, Zeller



Course Training Plan



The course training plan moves from the analysis to the design stage of the ISD. The

course training plan will identify the order in which training courses should be taken by

each staff person at a given level as well as the types of activities that will take place

during the basic skills development period, be they classroom teaching, observation, or

practicum. The Basic Skills Development course curriculum must ensure that specialists




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have the fundamental skills they need to carry out their job responsibilities at a

minimally acceptable level of competence. Ongoing training or On-the-job Training

courses should incorporate a systematic progression of developing skills and

knowledge over time, initially focusing on the knowledge, skills and attitude the staff

person should attain during the first five years of employment.



Using the job performance measures we propose from the first set of activities, and

referencing existing curricula, HZA will initially develop an outline for the Basic Skills

Development Training and On-the-job Training courses, because the curricula

themselves will not be completed for another month. The outlines will be sufficiently

detailed to indicate which knowledge, skills and attitudes are expected to be addressed

in each course. They will generally conform to the overall amount of time Texas allows

for Basic Skills Development Training (currently seven weeks which consists of

orientation, risk assessment, classroom training and on-the-job training) although HZA

will make recommendations as to how that time should be allocated to each type of

training and how the program should be sequenced. They will include learning

objectives as well as the order and structure of the material. The course training plan

will then be based on these outlines.



The course training plan will represent the normal progression of material that the staff

will receive. However, there are at least three factors which may legitimately lead the

agency to apply it with variations. The first is that there may be some knowledge areas




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and skills where there is no obvious progression from one to another. Some people

may take one first while others start with a different area.



Second, some staff may be given specialized duties (e.g., quality assurance) and

therefore either not need a particular skill as much as do others or need a very different

skill or knowledge base. Finally, there may be some staff for whom a needs

assessment indicates one or another deficiency, making it imperative to fill the gap in

knowledge or skill rather than to proceed to what would normally be the next stage of

training. While HZA cannot anticipate the details of this third circumstance, it will in its

course plan take account of the first two.

    Deliverable:        Course Training Plan
    End Date:           End of Month Four
    Lead Staff:         Cotton
    Support Staff: Hornby, Williamson, Zeller



Performance Checklist



The Performance Checklist ties the proposed job performance measures to the course

training plan. The Checklist, which contains an abbreviated version of the performance

measures, will be broken down to align with the knowledge and skills the staff are

supposed to attain with each course, as shown in the sample below. (The attitudes and

customer service orientation are not specific to each measure but are taught more

broadly throughout and will be listed separately.)




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                                  Performance Checklist Example
Performance Measure          Training Courses              Knowledge                  Skill
                                                                           Ability to obtain
                                                    Criteria for child     comprehensive
                                                    maltreatment           information from the
                                                                           caller
Accurate disposition      Basic Skills              Criteria for adult
of referrals              Development               maltreatment           Ability to translate
                                                                           informal or disorganized
                                                    Child Care Licensing   information from caller
                                                    Regulations            into regulatory
                                                                           parameters

                                                                           Ability to listen
                          Basic Skills
                          Development               N/A                    Ability to record while
Accurate
                                                                           listening
documentation

                          Advanced                                         Awareness of ambiguity
                          Documentation                                    and willingness to probe



The Performance Checklist can be used in multiple ways. One, it can be used as an

individualized training needs assessment tool for each staff member, with a focus on the

skill and knowledge areas needed, and then working back to the courses that provide it.

Secondly, and relatedly, supervisors can refer to the skills and knowledge areas

reflected in the Checklist during performance reviews of staff to help them identify and

pinpoint the areas needing improvement. Third, it can be incorporated in the Tracking

System (see below) so that managers can keep track of what areas are covered in what

courses and who has attained mastery in each area. Fourth, it can be used to see

where the training itself may be inadequate. That is, if a staff person is supposed to

learn a particular knowledge or skill in a particular course that he or she has taken and

several people who have gone through the program still do not have the skill, the

manager may want to review the content and intensity of the training. Fifth, it can be

used to develop pre- and post-tests. Although it is not called for in the RFP, HZA will,



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by the end of the project, turn the performance checklists into post-tests for each

course. This cannot reasonably be done until the curricula are completed, but the work

will start with development of the performance checklist.

    Deliverable:        Performance Checklist
    End Date:           End of Month Four
    Lead Staff:         Cotton
    Support Staff: Hornby, Williamson, Zeller



Tracking System



Within the past two years, HZA has developed an electronic tracking system to monitor

the training of intake workers at Florida’s Abuse Hotline. The system is used to track

each employee’s progression through the standardized training courses as well as to

monitor the training needs that staff or their supervisors identify and the completion of

trainings to meet those needs. As counselors complete a training course, HZA’s

trainers update the tracking system identifying the date the intake worker attended.

Reports are generated on a quarterly basis, providing the Department with an

accounting of both trainings provided and training needs met. Sample screen shots and

instructions from the User Guide for this system are shown on subsequent pages.



A similar web-based tracking system will be developed for Texas. At a minimum, the

system will include basic SWI staff demographics (e.g., name, employee number, date

of hire, title), the courses in the course training plan which each individual has

successfully completed and the training needs, including any needs for specialized




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training, which each individual still needs. HZA will work with the PeopleSoft or

AccessHR staff to make sure that employee data reflected in the systems is coordinated

and not duplicative. As suggested above, the Performance Checklist could be

incorporated to reflect every skill, knowledge and attitude area required of the SWI

positions. HZA will work with DFPS to identify any other data elements they would like

included such as training test scores, or results from quality assurance reviews if these

are conducted on a person-specific basis.


HZA will work with DFPS and its system staff to identify a mechanism for transferring

the demographic information on staff from whatever system in which it is now located.

This will limit the amount of data entry needed to maintain the tracking system. In

addition, the system can include the ability to accept information about promotions and

terminations. HZA will also work with DFPS to identify and develop management

reports from the tracking system.

    Deliverable:        Automated Tracking System Form
    End Date:           End of Month Six
    Lead Staff:         Zacks
    Support Staff: Cotton, Danieli, Hallenbeck, Williamson, Wilmot




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Training Data
The opening screen of Training Data allows the user to select an employee from the top drop
down box to view their training dates. By checking or un-checking the “Show only Current
Employees” this drop down box will repopulate with either the current employees or all
employees ever tracked within this tool. The buttons on the bottom of the screen can also be
used to further refine the population of viewable employees.




A new employee can be added by clicking ‘Add New Employee.’ This will clear all fields and
create a new record.
From this screen the user has two navigational options:
   - Additional training needs (record/view this employee’s trainings beyond the core
       subjects)
   - Return to Menu




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                            Sample report: All Employees Core Training




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Worker Safety Issues



Worker safety issues may relate to the potential safety threats a worker in the field

might face in going out on a call that the SWI has taken and/or to safety issues the SWI

staff themselves have concerns about due to their own personal histories or their history

as a worker. In the Florida Abuse Hotline, one of the performance measures relates to

whether the intake staff has asked the caller whether they believe the person who will

be investigating the situation triggered by this report may be at a safety risk. HZA does

not know if that is currently a measure in Texas but it is one we would look for. If it is,

then during the structured listening that HZA staff will do while assessing Job

Performance Measures we will be sure to include whether the SWI addressed safety

with the caller.



During the interviews (see above) with staff in the SWI center, HZA will ask staff at all

levels to identify safety issues. All staff will be asked to identify both their own safety

concerns and the experiences which led to those concerns. In addition, supervisors will

be asked to report any experiences they have had in dealing with safety issues raised

by staff. The reporting and analysis of these issues will appear in a report forming one

of the chapters of the final comprehensive report for this project. If warranted such

issues will also be addressed in the training plan and curriculum.

    Deliverable:        Report on Worker Safety Issues
    End Date:           End of Month Five
    Lead Staff:         Cotton
    Support Staff: Hornby



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Curricula Design and Development



From the design stage of the ISD, the next phase is development. That means

constructing, refining or updating curricula materials. The basic purpose of training is to

build competency. For SWI specialists, their supervisors and other staff, this requires

not only skill development but also subject matter knowledge and the display of proper

attitudes. The specialists have to know enough about the legal definitions of

maltreatment and about licensing rules to know whether an allegation, if true, would

represent maltreatment, a licensing violation or neither. They have to be able to apply

their knowledge to real-world situations, as when a professional or lay caller is on the

other end of the line. They have to survive day after day in the high pressure

environment that is a central call center and often in light of depressing and frightening

information that is presented to them. In Texas intake specialists have to have a four-

year bachelor’s degree but not in any subject related to social work, psychology,

sociology or human services (although that is preferred by the Department). Thus, the

training curricula has to fill a very tall order. It must build competencies by both

transmitting knowledge, developing skills and fostering the proper attitudes. One might

even say that the Basic Skills Development Training curriculum should help to weed out

those who fundamentally are not fit for this job.



HZA presumes that specialists will take the Basic Skills Development course prior to

ever taking a call at the intake center. The curriculum for this course must provide




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sufficient subject matter knowledge that the specialist can make accurate decisions in

most cases about whether the call should be accepted and, if so, whether it involves

child maltreatment, adult maltreatment or a potential child care licensing violation. In

addition, when they finish the course, the specialists will need to have the skill to

provide high quality customer service to most of the callers; to conduct focused,

comprehensive interviews; and to document the information they have obtained. While

staff at this level should probably not be expected to be expert in handling difficult

callers or in deciding borderline cases, they will have to be able to function at a

minimally acceptable level, as defined by the proposed job performance measures.

Thus, the needs assessment and planning conducted during the review of the job

performance measures will be translated into the design and production of the

curriculum at this stage. HZA has demonstrated its ability to prepare intake staff to

meet these types of requirements, having had 100 percent of pre-service hotline

trainees in Florida pass their competency tests over the past two years.



HZA’s curricula elsewhere have many components. These include 1) the learning

objectives, 2) the content areas, 3) many forms of practice to reinforce learning and 4)

testing. Sometimes the content areas are knowledge-based, such as the criteria for

different types of abuse or for the ways of categorizing the reports into specific priority

areas. Sometimes the content will be processes such as the mental steps the SWI

Specialist should take in selecting a program or priority for a call. Examples are

provided on the pages that follow.




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HZA uses many techniques for trainees to use in practicing their skills. HZA develops

case scenarios for the class to read and discuss. We have role plays where one person

practices being an intake person while another is the (sometimes rude or abrupt) person

on the phone. Other members of the class listen and critique the performances. HZA

tapes actual calls and has the trainee staff identify what was done properly and what

was not. We also tape the students in the class so they can hear themselves respond

to a call. HZA uses video tapes for certain components and the trainers model various

types of behavior for the groups. In addition, trainees practice various parts of the job

on computers such as how to enter information properly and how to do background

record searchers. During this stage of the project all of the curricula materials will be

developed including trainer and trainee coursebooks for the Basic Skills Development,

PowerPoint presentations, case scenarios, audio tapes, handout materials, and

whatever other teaching aids are appropriate. HZA will start with existing materials to

see what can be kept although it may be reformatted for a consistent look and feel.




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                                           Skill/Knowledge
                                                Excerpt



                                           BONE FRACTURE


Fracture                          A fracture is a broken bone. Types of fractures are:
                                  Simple               The bone is broken, but there is no external wound.
                                  Compound             The bone is broken, and there is an external wound
                                                        leading down to the site of fracture or fragments of
                                                        bone protrude through the skin.
                                  Complicated          The bone is broken and has injured some internal
                                                        organ, such as a broken rib piercing a lung. There is
                                                        significant soft-tissue injury.
                                  Spiral               Twisting causes the line of the fracture to encircle
                                                        the bone in the form of a spiral.
                                  Skull Fracture       A broken bone in the skull.


Coding Guidelines
                                  Special attention should be given to spiral fractures, especially in children
                                  too young to walk, as they are often non-accidental.
                                  Use this maltreatment when the child sustained the fracture due to abuse.


Factors to Consider                Not every bone fracture is the result of maltreatment.
                                   How the injury occurred (accidental vs. intentional).
                                   The child’s age (5 and younger presents higher risk).
                                   The child’s medical condition, behavioral, mental or emotional problems,
                                    developmental disability, physical handicap, particularly as they relate to
                                    the child’s ability for self-protection.
                                   Previous history of abuse or neglect, if applicable.




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                                                 Skill-Building
                                                    Excerpt


                               The Three-Step Process for Report Decision-Making
Step 1:
                                      Focus should be on establishing what the reporter knows about the
Gather information about the
                                      presenting allegation of harm. Ask questions to answer the following: who,
alleged harm (Presenting
                                      what, where, when and how (in no particular order).
Incident).
                                      Who              Describes all of the parties involved which must include
                                                        the victim(s), alleged perpetrator(s), and all children
                                                        residing in the home.
                                                       Establishes the role of each report subject.
                                                       Determines who did what to whom.
                                      What             What happened?
                                                       What did the reporter see or what specifically was the
                                                        reporter told? You must evaluate for fact vs. caller’s
                                                        opinion.
                                                       What instrument used?
Step 2:                                 Focus should be on placing the incident on a continuum. Determine what
Gather information to                   the reporter knows about history. If history is known then assess for the
determine if there is any               severity and frequency of the alleged harm that has been presented.
known History of Harm.

                                      History          Describes knowledge of previous incidents, patterns,
                                                        injuries or statements.
                                      Severity         Describes the degree of impairment to the victim or the
                                                        degree of frequency of events, if there is a known
                                                        history.
                                      Frequency        Describes how often the incident(s) occurs. Any patterns
                                                        or reactions to situations should appear.
Step 3:                              Focus should be on determining if there is imminent risk of further harm to the
Determine Hotline Response           victim(s).
(Risk Factors)
                                     Examples of risk factors that may impact the victim’s immediate safety:

                                       How vulnerable is the victim? (age/mental/physical status)
                                       Family circumstances? (substance abuse by caregiver/parental capacity
                                        skills/caregiver’s present capacity).
                                       Prior history of injuries.
                                       Severity of alleged maltreatment.




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                                                 Training Scenario
                                                     Role Play



                                         Reporter Script and Questions


When the counselor asks “how may I help you” at the beginning of the call, state only the following:
             “I am calling with concern for my brother’s foster child. He and his wife have the child sleeping in a
             crate.”


             Remember: the reporter will remain anonymous.
             Don’t give your address or phone number, even after the second attempt by the counselor to try to get
             your information.
             As the reporter, show slight signs of being angry that the child was sleeping in a dog crate.


                           Status:     Foster Home
                  Foster Parents:      John and Karen ____________
                     Foster Child:     Tommy ____________

 John is tired of Tommy wandering the house at night. Once, Tommy almost set fire to the home while the family
 slept. John and Karen have secured him in a large cage they use to keep their dog in so that they can sleep at
 night. The child does not have access to food or water, nor the restroom all night long.


 Tommy is autistic and hard to keep track of. (Only state that the child has the disability of being autistic if the
 counselor asks.)


 The cage was placed in the garage because he would yell and scream at being confined. Tommy is otherwise
 well taken care of. He is clean and well dressed. They tried using a dog chain on his ankle but that made a blister
 burn after one night. Both John and Karen work. Karen told you what they were doing to sleep at night.

Questions:                                Should the report be taken?

                                          Why or why not?
                                          If yes, what type of report?
                                         The report would still be accepted although the reporter would not reveal
                                         his identity.
Trainer Response:
                                         This report would be accepted as an institutional report, since the
                                         allegation is regarding a foster family.




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As noted above, on-the-job training curricula will provide a means for the SWI to

enhance both the knowledge and the skills of its specialists, as well as of quality

assurance staff and supervisors. These curricula will include, at a minimum, sufficient

training that staff can expect to continue to expand their competency over the first five

years of employment at the intake center, as well as courses designed to help prepare

staff for specialty functions, for supervisory positions and for quality assurance work.



The one kind of ongoing training for which HZA cannot create a curriculum is policy

training. Because the content of future policy changes is unknown, creating a literal

curriculum is impossible. However, HZA will prepare a template or guide as to how

policy training should be conducted, with variations for different levels of policy change.

    Deliverable:        Curricula for Basic Skills Development and On-the-job Training
    End Date:           End of Month Five
    Lead Staff:         Cotton
    Support Staff: Hornby, Williamson, Wilmot



Develop Comprehensive Report of Findings



The comprehensive report for this project will include all of the previous products, as

well as a description of the process HZA utilized. Because HZA intends to go beyond

what was requested in the RFP and has included a review of other states’ performance

measures, the intake procedures outlined here will represent generally accepted

procedures, as they are practiced in other states. In addition, HZA will be providing new




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job performance measures and post-tests for each of the courses for which a curriculum

is developed.



The comprehensive report will address:

       Job Performance Measures: Current Status and Recommendations for Change

       Training Plan for BSD and OJT

       Performance Checklist for BSD and OJT

       Design for Tracking System

       Review of Worker Safety Checklist

       Entire Curriculum Design and Training Materials

       Recommendations for Future Training Implementation



A draft of the comprehensive report will be delivered to the state by the end of the fifth

month of the project. HZA assumes that DFPS will return comments within two weeks

and, assuming that occurs, will submit the final report by the end of the sixth month.




    Deliverable:        Final Report
    End Date:           End of Month Five (draft); End of Month Six (Final)
    Lead Staff:         Cotton
    Support Staff: Hornby, Zeller




On the following pages we present a timeline for completing the major activities
discussed above as well as a staff loading chart which shows how many days each
HZA staff member bid on this project will spend performing the major work activities.


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                                                                 Time Line

                                           Month 1          Month 2          Month 3   Month 4   Month 5   Month 6
Start-up
Meet with DFPS Staff
Finalize Work Plan
Obtain List of SWI Staff for Sampling
Review of Job Performance Measures
Draw Samples
Develop Observation and Interview
Instruments
Conduct Observations and Interviews
Contact Other States for Measures
Write Report on Performance
Measures
Course Training Plan
Develop Outlines of Training Curricula
Develop Training Plan
Performance Checklist
Develop Checklist
Expand Checklist into Post-tests for
Training Curricula
Tracking System
Design System
Automate System
Test System
Worker Safety Issues
Conduct Observations and Interviews
Summarize Findings
Curricula
Develop Basic Skills Development
Curriculum




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                                                                 Time Line

                                           Month 1          Month 2          Month 3   Month 4   Month 5   Month 6
Develop On-the-job Training Curricula
Finalize Post-tests
Final Report
Write Draft Report
Revise and Finalize




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                                                          Staff Loading Chart
                                                                (in days)

                                  Hornby         Zeller    Cotton     Hallenbeck   Williamson   Wilmot   Zacks   Danieli
Start-up
Meet with DFPS Staff            2                  2         2
Finalize Work Plan                                           1             1
Obtain List of SWI Staff for
Sampling                                                                   1
Review of Job Performance Measures
Draw Samples                                                                                               1          2
Develop Observation and
Interview Instruments           1                            2             1           3          2
Conduct Observations and
Interviews                                                   5             5          10         10        5
Contact Other States for
Measures                                                                               2          1
Write Report on Performance
Measures                                           1         3                         2          2
Course Training Plan
Develop Outlines of Training
Curricula                       1                  1         1                         2
Develop Training Plan           1                  1         1                         2
Performance Checklist
Develop Checklist                                  1         1                         2
Expand Checklist into Post-
tests for Training Curricula                                 1                         2
Tracking System
Design System                                                1                         1          1        1
Automate System                                                            1                               2          3
Test System                                                  1             1           2          2




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                                                          Staff Loading Chart
                                                                (in days)

                                  Hornby         Zeller    Cotton     Hallenbeck   Williamson   Wilmot   Zacks   Danieli
Worker Safety Issues
Write Report on Safety Issues                                1                         2
Curricula
Develop Basic Skills
Development Curriculum               1                       3                         6          6
Develop On-the-job Training
Curricula                            1                       6                        10         10
Finalize Post-tests                                          2                         4
Final Report
Write Draft Report                   2             2         5
Revise and Finalize                  1             1         2

Total                                10            9         38           10          50         34        9          5




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SECTION 5 ASSUMPTIONS



In developing our response HZA made the assumptions that:

    1. our overall understanding of the project requirements is accurate;

    2. the only deliverables expected are those mentioned in the RFP and reflected in

        our proposal;

    3. the project must be completed in six months;

    4. the state has adequate funds to support the project;

    5. although the evaluation criteria give no credit to organizational history or

        competence with state central registries, Texas wants a firm who in fact

        possesses these traits; and

    6. Texas is amenable to modifying its performance measures or at least knowing if

        we discover that important ones are missing.




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SECTION 6 CERTIFICATIONS AND OTHER REQUIRED FORMS

The following are attached:

       Child Support Certification

       Debarment, Suspension, Ineligibility, and Voluntary Exclusion for Covered

        Contracts

       Federal Lobbying Certification

       Nondisclosure Statement

       Certification Letter




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APPENDIX



STAFF RESUMES




Texas Statewide Intake Specialist Job Analysis Proposal   79
      Hornby Zeller Associates, Inc.



                                                DENNIS E. ZELLER
                                            HORNBY ZELLER ASSOCIATES, INC.
                                                                           Quality Assurance
   48 Fourth St.     75 South Houcks Rd.      2003 Apalachee Pkwy.
                                                                                 WS#5172                373 Broadway.
     Suite 300             Suite 201                 Suite 106
                                                                        PO Box 1437, Slot # S570   South Portland, ME 04106
  Troy, NY 12180     Harrisburg, PA 17109     Tallahassee, FL 32301
                                                                         Little Rock, AR 72203          (207) 773-9529
  (518) 273-1614        (717) 540-7740            (850) 877-9909
                                                                              (501) 682-7931

EXPERIENCE         President, Hornby Zeller Associates, Inc. 1/95 – Present.
                   Principal, Zeller Associates. 12/88 – 1/95.
                   Management consulting firm specializing in child welfare, juvenile justice, corrections, mental
                   health and public assistance (see Sample Projects below).

                   Director
                   Supervisor, Policy Analysis Unit
                   Program Research Specialist
                   New York State Department of Social Services, Bureau of Policy Planning, Division of Family
                   and Children’s Services, Albany, NY: Developed regulations for child protective services; developed
                   and supervised development of proposed legislation and impact of preventive services; assisted
                   counties to obtain maximum state reimbursement; developed standards of eligibility for preventive
                   services; assisted with and supervised review of county child welfare plans. 8/80 – 12/88.

                   Supervisor, Survey and Analysis Unit
                   Statistician, Planner
                   Administrative Technician, Consultant
                   Texas Department of Human Services, Austin, TX: Designed, implemented and analyzed
                   survey with 25,000 face-to-face interviews to support development of the budget and management
                   plan; developed several models of alternate care for the elderly and initiated pilot projects;
                   developed budget proposal to combine Medicaid and Title XX funds to support alternate care
                   initiatives; assisted with survey of needs of the elderly; assisted with statewide survey to determine
                   impact of welfare reform on state. 5/77 – 7/80.

SAMPLE             Minnesota Department of Human Services, Division of Child Safety and Permanency, St.
PROJECTS           Paul, MN: Provided quantitative oversight for the conduct of a statewide workload study to
                   determine both the time workers have available for case specific work and the time required to
                   handle cases according to state and federal policy and procedure, weighted by ability to achieve
                   positive safety and permanency outcomes. 2008 – 2009.

                   Westchester County Department of Social Services, Workload Study, White Plains, NY:
                   Provided conceptual leadership in the development, implementation and analysis of a follow-up
                   workload study of case workers and supervisors within the division of child welfare and foster care.
                   2008 – 2009.

                   Oklahoma Legislative Service Bureau, Oklahoma Department of Human Services
                   Performance Audit, Oklahoma City, OK: Directed the development of data collection tools used
                   to conduct a performance audit of the department with a focus on the organizational structure and
                   the implications of that structure for management and performance of the child welfare program in
                   particular. Participated in onsite interviews, met with legislative representatives and led the staff
                   responsible for analyses of the quantitative data, including state data extracts. 2008 – 2009.

                   Connecticut Department of Children and Families, Statewide Assessment of Systems and
                   Services Pertaining to the Sexual and Physical Abuse of Children, Hartford, CT: Provided
                   guidance in the analysis of service needs and outcomes for children sexually abused and/or
                   seriously physically abused and maltreated using a statewide data extract. Participated in


      Texas Statewide Intake Specialist Job Analysis Proposal                                                    80
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                                          DENNIS E. ZELLER
                                      HORNBY ZELLER ASSOCIATES, INC.
             interviews with child advocacy center and multi-disciplinary team representatives including
             coordinators, medical personnel, prosecutors, law enforcement and agency staff. 2008 – 2009.

             Wisconsin Supreme Court, Director of State Courts Office, Court Improvement Program:
             Annual Program Assessment Reports, Madison, WI: Provided conceptual leadership and
             guidance in the development of a logic model used to define the processes and outcomes for
             evaluation of the court improvement initiative involving children in the child welfare and foster care
             arenas. Prepared materials and provided support for conduct of focus groups of court and DCFS
             staff at a statewide conference. Led the staff responsible for the outcome analysis using state data
             extracts. 2008.

             Virginia Department of Social Services, Workload Management Study Update, Richmond,
             VA: Provided quantitative oversight for the conduct of a follow-up statewide workload
             measurement study of TANF, Food Stamps, Child Protective, Adult Protective and nine other
             human services programs to determine both the time workers have available for case specific work
             and the time required to handle cases according to state and federal policy and procedure. 2007 –
             2008.

             Wisconsin Division of Children and Family Services, Online Policy Manual, Madison, WI:
             Developed a structure and numbering system for the online organization of the state’s child welfare
             policies. Assisted in drafting the policy chapters and conduct of a gap analysis identifying where
             program policies were needed. 2007 – 2008.

             Wisconsin Supreme Court, Director of State Courts Office, State Courts Role in the Effective
             Interstate Placement of Children, Madison, WI: Directed the development of data collection tools
             and analysis of the processes used by the court to handle the interstate placement of children
             involved in the child welfare system satisfying state and federal regulations and policies. Drafted
             the report which identified the state’s adequacy of statutes, participation of out-of-state parties in
             court hearings and sharing of information across state borders. 2008.

             North Carolina Judicial Department, Juvenile Court Assessment, Raleigh, NC: Provided
             conceptual guidance and leadership in the assessment of the state’s juvenile courts’ role,
             responsibilities and effectiveness in the interstate placement of children. 2008.

             Florida Department of Children and Families, Florida Abuse Hotline Prevention Referrals
             Assessment, Tallahassee, FL: Developed the protocol for an assessment of referrals to the
             Abuse Hotline to determine whether there was an alternative response and what was the outcome.
             2008.

             Georgia Department of Human Resources, Foster Care Needs Assessment, Atlanta, GA:
             Provided conceptual guidance in the conduct of a needs assessment of foster care placement
             services for Fulton and DeKalb Counties as part of the Kenny A. consent decree. Assisted in the
             development of a case reading tool to identify the placement needs of children placed into
             substitute care and an instrument to quantify the availability of resources. Provided guidance in the
             conduct of the data analysis and assistance in the development of an automated ongoing
             monitoring tool. 2007.

             Connecticut Judicial Branch, Court Support Services Division and Connecticut Department of
             Children and Families, Service Needs Study for 16 & 17 Year-old Court-involved Youth, Hartford,
             CT: Directed the conduct of a comprehensive service need study for 16 & 17 year-old court-involved
             youth. Analyzed the specific risks, needs and strengths of youth, with particular attention to their health
             and educational needs and compared those needs to existing services, resulting in recommendations of
             services, programs and interventions. 2006 – 2007.



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                                          DENNIS E. ZELLER
                                      HORNBY ZELLER ASSOCIATES, INC.
             Florida Department of Children and Families, Florida Abuse Hotline Training, Tallahassee, FL:
             Provided guidance in the needs assessment, planning, curriculum development, training and evaluation
             component of the multi-year project to provide a comprehensive ongoing package of training for staff of
             the Florida Abuse Hotline. Four categories of training were delivered to front line staff, supervisors and
             managers. 2006 – 2010.

             Westchester County Department of Social Services, Workload Study, White Plains, NY:
             Provided conceptual leadership in the development, implementation and analysis of a workload
             study of case workers and supervisors within the division of child welfare and foster care. 2006.

             New Jersey Department of Human Services, Division of Youth and Family Services, Quality
             Assurance to New Jersey's State Central Registry, Trenton, NJ: Directed the development of
             a review instrument designed to determine whether the people taking abuse and neglect calls and
             dispatching information to the field for investigation were operating within legal and best practice
             guidelines; provided guidance to the review team and onsite mentor. 2005 – 2006.

             Alaska Department of Health and Social Services, Division of Public Assistance, Workload
             Analysis, Anchorage, AK: Provided guidance in the development of the instruments used to
             measure case specific time and non-case specific time to determine reasonable workloads for
             eligibility technicians, supervisors and clerical staff. Selected the population of cases using several
             data extracts from the Division’s case management information system. Conducted the data
             analysis to determine time needed to handle cases sufficiently and project staffing needs.
             Designed an automated tool to project future staffing needs. 2006.

             Alaska Department of Health and Social Services, Office of Children Services, Statewide
             Workload Study, Juneau, AK: Provided guidance in the development of the instruments used to
             measure case specific time and non-case specific time to determine reasonable workloads for
             caseworkers, allowing them the time they need to achieve positive outcomes for children and
             families. Conducted the data analysis to determine time needed to handle cases sufficiently and
             project staffing needs. 2005.

             Florida Department of Children and Families, Quality Assurance Services for the Florida
             Abuse Hotline, Tallahassee, FL: Provided guidance in the design of an automated data
             collection instrument to record findings from a quality assurance review of intake and assessment
             activities for both children and adults at the Florida Abuse Hotline. Supervised the data analyst and
             met with state representatives to present findings. 2005 – 2007.

             Schuyler Center for Analysis and Advocacy, Data Analysis for the New York Citizen Review
             Panels, Albany, NY: Provided guidance to the analysts charged with the responsibility of conducting
             descriptive, performance and outcome analyses for the Citizen Review Panels in their analysis of issues
             and their presentation of findings involving child maltreatment in New York based on a series of data
             extracts. 2005 – 2006.

             New Jersey Department of Human Services, Division of Youth and Family Services,
             Analysis of State Central Registry Implementation, Trenton, NJ: Developed a review
             instrument to evaluate, analyze and make recommendations relating to the implementation of the
             State Central Registry. 2004 – 2005.

             Oregon Department of Human Services, SACWIS Inventory, Salem, OR: Provided conceptual
             and quality oversight of the inventory and compilation of federal and state law, regulations, rules,
             policies and procedure documents governing the provision of child welfare in Oregon. Inventory
             was cataloged to coincide with SACWIS functional requirements. 2005.



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                                         DENNIS E. ZELLER
                                     HORNBY ZELLER ASSOCIATES, INC.

             New Jersey Department of Human Services, Division of Youth and Family Services,
             Restructure DYFS Policies, Trenton, NJ: Analyzed, restructured and re-wrote DYFS policies to
             implement A New Beginning: The Future of Child Welfare in New Jersey. 2004 – 2005.

             Harborcreek Youth Services, Management Information System, Harborcreek, PA: Guided the
             assessment of the case tracking needs of the behavioral residential services program and the
             selection of a case tracking system which would enable workers to perform efficiently, create
             quality documentation and ensure Title XIX requirements are met. 2004 – 2007.

             Ohio Department of Job and Family Services, Adoption Services Specialized Administrative
             Support Quality Assurance Program, Columbus, OH: Provided conceptual leadership and
             oversight for the performance of evaluation and quality assurance services for Ohio’s adoption program
             in an effort to increase the number of adoptions of children in public custody. Assisted the Department
             with data cleansing for conversion of data from an existing system to its newly developed SACWIS.
             2004 – 2007.

             Erie County Office of Children and Youth, Quality Assurance, Erie, PA: Provided quality
             assurance services and continued technical assistance and support for the Erie County Children and
             Youth Services Director in the areas of organizational structure, personnel management, performance
             measurement and database design. 2002 – 2006.

             New Jersey Department of Human Services, Division of Youth and Family Services,
             Restructure DYFS Regulations, Trenton, NJ: Assisted in revising and developing a new set of
             state regulations consistent with A New Beginning: The Future of Child Welfare in New Jersey.
             2004 – 2005.

             Wisconsin Supreme Court, Reassess State Court Performance in Children in Need of
             Protection or Services Cases, Madison, WI: Supervised the analysis of quantitative data for a
             reassessment of the impact of the Court Improvement Project including the analysis of
             administrative data from CCAP and from a case reading. Analyzed the capacity and limitations of
             the Court system’s management information systems and provided conceptual leadership for the
             development of an automated reporting system using CCAP data. 2004.

             Nevada Department of Human Resources, Division of Child and Family Services, Child and
             Family Services Review, Carson City, NV: Created Adoption and Foster Care Analysis and
             Reporting System (AFCARS) files on behalf of the Division for use during the Child and Family
             Services Review. Data from systems being phased out in conjunction with the Division’s newly
             developed SACWIS were used to create the AFCARS files. 2003 – 2004.

             Pennsylvania Department of Public Welfare, Technical Assistance, Training and Staff
             Support Related to COGNOS Software, Harrisburg, PA: Provided technical assistance, training
             and staff support through the Competency Based Training Program at the University of Pittsburgh
             to develop a series of COGNOS cubes, using AFCARS data, for state and local agency
             representatives to access online. 2003 – 2005.

             New Jersey Department of Human Services, Division of Youth and Family Services,
             Qualitative Service Reviews, Trenton, NJ: Supported the Division in an effort to ascertain its
             preparedness for the Child and Family Services Review. Provided critical information for the
             development of a statewide assessment. 2003.

             ChildNet-PA: Led the development effort for this software package designed to provide both
             reporting and case management functions to social workers, supervisors and managers in public



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                                          DENNIS E. ZELLER
                                      HORNBY ZELLER ASSOCIATES, INC.
             children and youth agencies across Pennsylvania. Created the initial outline the system’s structure
             and drafted the initial functionality requirements, referring to SACWIS requirements. Provided
             conceptual oversight to the development team throughout each phase of development including
             the selection of fields; layout of screenshots; selection of forms, letters and reports; and creation of
             supporting system documentation and materials. 2001 – 2009.

             Nevada Department of Human Resources, Division of Child and Family Services, Project
             Management and Cost Allocation Plan Development for Organizational Restructuring,
             Carson City, NV: Supported the Division in learning about and developing the skills needed to
             undertake the new roles it will play upon implementation of ACR 53 Unification, including training
             staff in developing cost allocation plans for obtaining federal funds; training staff in the processes
             needed to manage the transition from state to county administration; and training staff in carrying
             out their functions under the new structure. 2002 – 2004.

             Kansas Department of Social and Rehabilitation Services, Risk Assessment Validation, Topeka,
             KS: Provided conceptual leadership to the team responsible for the conduct of an assessment of the
             validity and reliability of the state’s Risk Assessment tool, using multiple data sources provided to the
             evaluation team in electronic format from the child welfare division. 2003 – 2004.

             Pennsylvania Department of Public Welfare, Child and Family Services Review/Program
             Improvement Plan, Harrisburg, PA: Analyzed and interpreted quantitative and qualitative data
             throughout the state’s Child and Family Services Review. Assisted in the development of the Statewide
             Assessment. Supported OCYF in the management and monitoring of the Program Improvement Plan
             with additional focus on implementation of the counties’ Needs-based Plans and Budgets to support
             county progress. 2002 – 2006.

             Pennsylvania Department of Public Welfare, Technical Assistance, Training and Staff Support
             for Needs-based Planning and Budgeting, Harrisburg, PA: Provided conceptual oversight in the
             review of the state’s data collection systems and evaluation methodologies used to measure
             performance and outcomes. Provided guidance in the development of county data packages and
             provided training to county, regional and state staff in the interpretation and use of county data
             packages. Analyzed and interpreted quantitative and qualitative data in support of the state’s first
             two Child and Family Services Reviews. 2002 – 2009.

             Department of Health and Human Services, Mentor Sites: Analytic Data Capacity Building,
             Little Rock, AR: Promoted the transfer of expertise in gathering, analyzing and using data to
             states who wish to improve their research and evaluation infrastructures in monitoring safety,
             permanency and well-being using AFCARS, NCANDS and child welfare information systems.
             Worked with the mentee states to determine their data needs and reporting abilities. 2001 – 2006.

             Alabama Department of Human Services, Revenue Enhancement/Rate Setting, Montgomery,
             AL: Provided guidance in the restructuring of the rate setting process for residential treatment services.
             Increased future federal dollars claimed under Title IV-E and recovered prior state expenditures which
             were eligible for federal funding. 2001 – 2003.

             Philadelphia Department of Human Services, Children and Youth Division, Philadelphia
             Child Welfare Workload Study. Philadelphia, PA: Conducted a workload study of the caseloads
             of child welfare social workers, measured the impact of new requirements and practice standards,
             and examined the interaction of workload issues and organizational structure issues. Provided
             guidance in the selection of cases from the Division’s case management information system.
             2001.

             Erie County Department of Children and Youth, Erie County Organizational Review, Erie,



Texas Statewide Intake Specialist Job Analysis Proposal                                                      84
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                                         DENNIS E. ZELLER
                                     HORNBY ZELLER ASSOCIATES, INC.
             PA: Conducted an organizational review of Erie County’s Children and Youth Services’ (CYS)
             agency to determine the extent to which Erie County CYS is achieving the outcomes it seeks for
             the children who come to its attention; which aspects of the agency’s operations contribute to and
             detract from achievement of those outcomes; and which aspects of the agency’s organizational
             structure and operations contributed to and detracted from its effectiveness. 2001 – 2002.

             New Jersey Department of Human Services, Restructuring Rates for Regional Diagnostic and
             Treatment Centers, Trenton, NJ: Assessed the core services required to be provided by the centers
             are available to children alleged to be physically and/or sexually abused at a level commensurate with
             the funding provided for that purpose. Defined reasonable expectations for the delivery of additional
             services based on the funding available; identified and recommended ways to resolve gaps and
             inconsistencies in current service delivery; maximized federal revenue. 2001 – 2002.

             Nevada Department of Human Resources, Division of Child and Family Services, Program
             Evaluation Data Unit, Carson City, NV: Implemented a program evaluation unit to monitor the
             ability of the Division to meet its mission and goals. Developed performance and outcome
             measures and reporting strategies for use by state, regional, local and line staff using various data
             sources, including the state’s newly created SACWIS and outgoing case management systems.
             2000 – 2004.

             Ohio Department of Job and Family Services, Study of Validity and Reliability of the Family Risk
             Assessment Matrix, Columbus, OH: Provided conceptual leadership in determining whether Ohio’s
             Family Risk Assessment Matrix validly and reliably measured risk and safety of children at all key
             decision points in the casework process. Designed the methodology for data collection, including both
             case record reviews and access to statewide case management information. 2000 – 2001.

             New Jersey Department of Human Services, Restructuring Rates for Contracted Foster
             Care, Trenton, NJ: Restructured rates for out-of-home care, including an examination of
             treatment foster care and family care homes, as well as the rates paid to levels 4, 5 and 6, which
             included a variety of special payments for children in foster care or receiving adoption subsidy.
             Coordinated this effort with a simultaneous examination of contracted foster care. 2000 – 2001.

             Colorado Department of Human Services, Medicaid Workload Study, Denver, CO: Provided
             guidance in the conduct of a statewide workload study of Medicaid programs, which utilized a time
             study and random moment survey as the principal data collection strategies. Conducted the data
             analysis to determine staffing need and assisted in the development of an automated tool for future
             workload monitoring. 2000 – 2001.

             Erie County Department of Human Services, Office of Children and Youth Services, Erie County
             Implementation Plan, Erie, PA: Implemented the review process to identify the need for changes in
             the areas of forms reduction, supervisors’ and administrators’ training, quality assurance and technical
             assistance and support. Participated in the curriculum development and presentation of a supervisors
             training series, resulting from the review. 2000 – 2001.

             Pennsylvania Department of Public Welfare, Business Process Reengineering, Harrisburg,
             PA: Participated in system design and development planning sessions. Developed and
             implemented statewide training to help counties review business practice changes needed to
             integrate the Pennsylvania Child Welfare Information System (PACWIS) into county program
             operations. 2000.

             Pennsylvania Department of Public Welfare, PACWIS, Harrisburg, PA: Assisted in the
             development of User’s Guides and training curriculum for statewide training delivery to 4,500
             managers, supervisors and caseworkers in the use of the Pennsylvania Automated Child Welfare



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                                         DENNIS E. ZELLER
                                     HORNBY ZELLER ASSOCIATES, INC.
             Information System. Participated in software development committees meetings. Provided the
             framework by which Help Desk support was modeled. 1999 – 2000.

             Virginia Department of Social Services, Workload Management Study, Richmond, VA: Led a
             statewide workload measurement of TANF, Food Stamps, Child Protective, Adult Protective and
             ten other human services programs using work requirements, best practice and outcome measures
             to serve the basis of determining time needed to handle cases; worked with the state to determine
             necessary appropriations for personnel and operating costs for mandated programs based on
             study results and influencing geographic factors. 1999 – 2000.

             California Department of Education, Quality Improvement Programs, Sacramento, CA:
             Coordinated the evaluation of nine programs, assisted staff in the development of evaluation strategies,
             data collection tools and processes for gathering and analyzing information. 1998 – 2001.

             California Department of Education, Child Development Division, Desired Results for
             Resource and Referral and Alternative Payment Programs, Sacramento, CA: Developed an
             outcome evaluation system for Child Care Resource and Referral and Alternative Payment
             programs, developed program standards which support the achievement of the desired results and
             implemented a data collection and analysis process for both the desired results and the program
             standards. 1997 – 2000.

             Ohio Department of Job and Family Services, AdoptOHIO, Columbus, OH: Provided guidance
             in the evaluation of the effectiveness of services designed to increase the number of adoptions of
             children in public custody, assisted in the analysis of downloaded data from the child welfare
             tracking system to track the progress of children waiting for adoption; and provided conceptual
             leadership in the development of an automated application for tracking both children and families
             being served by public and private adoption agencies. 1998 – 2001.

             New Jersey Department of Human Services, Rate Setting for Foster Care, Trenton, NJ:
             Developed and implemented a rate setting system for foster home providers. Conducted a survey of
             foster care caseworkers to identify levels of care authorized for children in placement; developed
             alternatives for rate setting dependent on level of care need; proposed amendments for equitable
             distribution of available funding; and developed an automated system for determining the level of care
             and respective rate of care. 1998 – 1999.

             Lucas County Children Services Board, Technical Assistance on Quality Assurance, Toledo,
             OH: Developed an automated performance and outcome measurement system and a contract
             management system. Provided instructional documentation and training to quality assurance unit.
             1998 – 1999.

             Montana Department of Public Health and Human Services, Division of Children and Family
             Services, Time Study, Helena, MT: Provided guidance in the conduct of a time and workload
             management study of foster care and licensing workers. Evaluated resulting regional differences
             and recommended practice changes. Accessed the Division’s case management information
             system to identify case characteristics. 1998 – 1999.

             Pennsylvania Department of Public Welfare, Office of Children, Youth and Families, Results-
             based Management Reporting, Harrisburg, PA: Implemented results-based management reporting
             system as part of development of statewide automated information system; provided specifications for
             all reports to be generated from the system; and mapped data elements from the system to the reports.
             1998 – 2000.

             Ohio Department of Job and Family Services, Child Protective Needs Assessment,



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                                        DENNIS E. ZELLER
                                    HORNBY ZELLER ASSOCIATES, INC.
             Columbus, OH: Developed the methodology and data collection instruments and conducted the
             data analysis to quantify the service needs of children and families to prevent removal and/or to
             reunite families in accordance with the consent decree Roe v. Staples. Drafted the final report and
             presented findings to the oversight committee. 1998.

             New Jersey Department of Human Services, Rate Setting for Foster Care, Trenton, NJ:
             Designed a rate-setting system for foster care homes accounting for differing levels of care. 1998.

             Arkansas Department of Health and Human Services, Quality Assurance, Little Rock, AR:
             Provided leadership to the Quality Assurance Unit for the child welfare division responsible for
             producing monthly and quarterly management reports, conduct of a time and workload study and
             special reports, such as the semi-annual report to the Legislature on the impact of welfare reform
             on child welfare. Assessed the use and continuance use of the Department’s SACWIS to access
             and analyze data, as well the use of intranet resources to access additional case-related data.
             1997 – 2007.

             Nevada Department of Human Resources, Division of Child and Family Services, Time
             Study and Regional Plan Implementation, Carson City, NV: Conducted a time and workload
             management study of foster care and licensing workers and supervisors; developed the
             methodology and instruments; conducted the data analysis and projected the need for increased
             staffing. 1997 – 1998.

             Lucas County Children Services Board, Review and Assessment of the Operations and
             Service Delivery of the Lucas County Children Services Board, Toledo, OH: Evaluated six
             areas of agency operation: Case Management and MIS; Management and Leadership; Training;
             Financial Policies and Practices; Personnel Policies; Practices and Procedures; and Programs and
             Policies. Conducted focus groups, interviews, document reviews and other field research. 1997.

             Pennsylvania Department of Public Welfare, Office of Children, Youth and Families, Results-
             based Management System, Harrisburg, PA: Defined and developed a results-based management
             system for children and youth services. Designed report templates and trained local and state
             representatives on use and interpretation of the reports. Reports were based on AFCARS and
             NCANDS data. 1996.

             Connecticut Department of Children and Families, Resource Development Plan, Hartford, CT:
             Developed and executed a needs assessment methodology for in-home and residential services to
             children and families in compliance with a federal court order. 1996.

             Illinois Department of Children and Family Services, Front-end Redesign of Child Protective
             Services, Springfield, IL: Developed models to redesign the organization of child protective
             investigations and service delivery to intact families and evaluated the impact of each model;
             conducted data analysis using the state’s electronic case management information to measure the
             impact of the models. 1995 – 1999.

             Delaware Department of Services for Children, Youth and Their Families, Evaluation of
             Alternatives to Incarceration Services for Youth, Wilmington, DE: Evaluated the effectiveness
             and cost efficiency of the Alternatives to Incarceration program compared to the state’s secure
             facility. 1995.

             Tioga County, Owego, NY: Conducted a management review of four departments to determine
             how social services and support functions could be consolidated. 1995.

             Corporation for Change, Assessment of the Family Agenda, Topeka, KS: Evaluated changes in



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                                         DENNIS E. ZELLER
                                     HORNBY ZELLER ASSOCIATES, INC.
             the state’s child welfare program since initiation of the Family Agenda, with special emphasis on the
             effectiveness of family preservation services. 1995.

             Milwaukee County Department of Human Services, Strategic Plan, Milwaukee, WI: Developed
             a strategic plan for Youth Services in Milwaukee County. 1995.

             Colorado Department of Social Services, Level of Care System for Residential Care, Denver,
             CO: Developed standards for levels of care and rates to support the standards for all levels of
             foster care; and developed an automated catalogue of placement services to assist counties in
             matching children to resources. 1994 – 1996.

             Arkansas Department of Health and Human Services, Intensive Family Preservation
             Services Evaluation, Little Rock, AR: Developed a conceptual model and implemented a
             programmatic evaluation of Arkansas’ Intensive Family Preservation Services Program. 1994 –
             1996.

             Arkansas Department of Health and Human Services, Contract and Outcome Monitoring,
             Little Rock, AR: Created a micro-computer application to accept monthly downloads of
             mainframe data and produce agency performance indicators; developed contract monitoring
             procedures for contracted services; re-wrote policy manual; and re-structured compliance reviews
             to permit more efficient targeting of corrective action efforts. 1993 – 1997.

             Arizona Department of Economic Security, Foster Care Safety, Phoenix, AZ: Performed a
             case record review of all foster care cases in the state. Developed case reading instruments,
             arranged for data entry, analyzed the data and assisted in report writing. Assisted in the redesign
             of the Administration for Children Youth and Families through development of outcome measures,
             assessment of prior performance through case reading and development of a case weighting
             system. 1993 – 1996.

             Louisiana Department of Social Services, Rate Setting for Foster and Residential Care,
             Baton Rouge, LA: Developed rate setting methodologies for residential and family foster care.
             1993 – 1996.

             Iowa Department of Human Services, Child Care Rate Setting and Information Systems
             Analysis, Des Moines, IA: Reviewed day care rate setting methodology and status of automation
             of day care services; analyzed expenditure patterns for day care services; proposed methodologies
             for enhancing federal reimbursement (under sub-contract to Stoney Associates, Albany, NY).
             1993.

             National Conference of State Legislatures and Corporation for Change, Seamless Child Care
             Funding. Topeka, KS: Reviewed the Kansas day care system and the state's ability to create a
             seamless funding structure; reviewed the CARES computer system; reviewed policies regarding
             subsidy; reviewed rate and parent fee structures (under sub-contract to Stoney Associates,
             Albany, NY). 1993.

             U.S. Department of Health and Human Services, Washington, DC: Examined the impact of
             kinship care policies in five states: New York, California, Illinois, Texas and Colorado. 1992 –
             1994.

             Oregon Children's Services Division, Children's Service Division Focus 90s Initiative,
             Salem, OR: Assisted the Division in implementing the recommendations made in the report to the
             Legislature, with particular focus on the development of performance measures. 1992 – 1993.




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                                        DENNIS E. ZELLER
                                    HORNBY ZELLER ASSOCIATES, INC.
             District of Columbia Department of Human Services, Analysis of Child Care Costs and
             Information Systems, Washington, DC: Supported the Child and Family Services Division as it
             developed an inventory of the children in its care; created a baseline of information for tracking
             cases over time; developed case reading instruments; trained caseworkers in the use of
             instruments. 1992.

             Oregon State Legislature, Evaluation of Children's Services Division, Salem, OR: Analyzed
             the operations and performance of Children's Services Division for the State Legislature.
             Conducted interviews with staff, legislators and the public; reviewed current cases to determine
             compliance with policy; analyzed current policy; and developed new performance measures to
             permit the agency to determine the effectiveness of its services on an on-going basis. 1992.

             Rhode Island Department of Children Youth and Families, Providence, RI: In conjunction with
             the American Humane Association and the National Council on Crime and Delinquency, assisted
             the Department in improving its workload management and developed a structure for payment of
             special foster care rates. 1991 – 1993.

             Agenda for Children Tomorrow (ACT) Implementation Project, New York, NY: In conjunction
             with the staff of the Urban Research Center and of the Rockefeller Institute at SUNY-Albany,
             developed human service need and resource profiles for ten community districts in New York City
             for the Agenda for Children Tomorrow Implementation Project. Final products included ten
             volumes of information in narrative, graph and map form (under sub-contract to Urban Research
             Center, New York University, New York, NY). 1991 – 1992.

             American Civil Liberties Union, New York, NY: Supervised the review of case records in the
             Kansas litigation Sheila A. This included development of the case reading instrument, analysis of
             the data and final report writing. 1991 – 1993.

             Spaulding PRAY Residence Corporation, Syracuse, NY: Evaluated a program for families of
             disabled children in order to determine whether the program is successful at preventing the
             institutional placement of the children served. 1990 – 1992.

             Surdna Foundation, New York, NY: Analyzed public and private funding options for the Julia
             Dyckman Andrus Memorial, Inc., in order to permit the foundation to reduce its contribution to the
             agency's support. 1990.

             Wyoming County Department of Social Services, Warsaw, NY: Assessed the functioning of
             the services units of the Department, with particular attention to the supervisory functions;
             recommended changes in organizational structure and design; and implemented a performance
             evaluation system for all staff in the Department. 1989 – 1992.

             Onondaga County Department of Social Services, Syracuse, NY: Automated agency
             operations; implemented performance measures mandated by the County's Division of
             Management and Budget; and studied the Division of Public Assistance in order to make
             recommendations to improve the effectiveness of its operations. 1989 – 1990.

             Onondaga County Executive's Office, Syracuse, NY: Ensured implementation of the
             recommendations of the County Executive's Foster Care Committee. Developed a proposal for a
             managed care system for long term care services and negotiated for support from interested
             community groups. 1988 – 1989.




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     Hornby Zeller Associates, Inc.



ARTICLES,         Zeller, D., Gamble, T., Improving Child Welfare Performance: Retrospective and Prospective
BOOKS &           Approaches, Child Welfare, Journal of the Child Welfare League of America, Inc. Vol. LXXVI.
REPORTS           No. 1, January-February 2007.

                  Hornby, H., Zeller, D. and Karraker, D., Kinship Care in America: What Outcomes Should Policy
                  Seek?, Child Welfare, Journal of the Child Welfare League of America, Inc. Vol. LXXV. No. 5,
                  September-October, 1996.

                  Hornby, H., Zeller, D., Assuring the Safety of Children in Foster Care, Arizona Case Review Final
                  Report, National Child Welfare Resource Center for Management and Administration, June 1994.


                  Zeller, D., Model Child Welfare Management Indicators, National Child Welfare Resource
                  Center for Management and Administration, 1991.

BOARDS            New York State Child Care Coordinating Council, Albany, New York. 6/89 – 4/92.

EDUCATION         M.S.S.W., University of Texas, Austin, 1977
                  Ph.D., University of Texas, Austin, 1975
                  B.A., University of Oklahoma, Norman, 1970




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      Hornby Zeller Associates, Inc.



                                                 HELAINE HORNBY
                                            Hornby Zeller Associates, Inc.
                                                                            Quality Assurance
   48 Fourth St.     75 South Houcks Rd.         2003 Apalachee Pkwy.
                                                                                  WS#5172                 373 Broadway
     Suite 300             Suite 201                    Suite 106
                                                                         PO Box 1437, Slot # S570   South Portland, ME 04106
  Troy, NY 12180     Harrisburg, PA 17109        Tallahassee, FL 32301
                                                                          Little Rock, AR 72203          (207) 773-9529
  (518) 273-1614        (717) 540-7740               (850) 877-9909
                                                                               (501) 682-7931

EXPERIENCE         Principal, Hornby Zeller Associates, Inc. Management consulting firm specializing in child
                   welfare, juvenile justice, corrections, mental health and public assistance (see Sample Projects
                   below). 4/95 – Present.

                   Director, National Child Welfare Resource Center for Management and Administration;
                   Director, Center for Child and Family Policy, Edmund S. Muskie Institute of Public Affairs,
                   University of Southern Maine, Portland, ME: In both capacities, directed federally-funded
                   research, management and professional education projects on the subjects of child abuse
                   prevention, child protective services, foster care, adoption, adolescent and youth services.
                   Directed state-funded evaluations and technical assistance projects. Supervised 25 staff
                   researchers as well as the design and production of nationally disseminated books and
                   publications; developed grant proposals and received funding worth over $9 million. 1986 – 1995.

                   Research Associate, Edmund S. Muskie Institute of Public Affairs, 1974 – 1986.

                   Deputy Director, Monticello Area Community Action Agency, Charlottesville, Virginia. 1970 –
                   1974.

                   Research Assistant, Model Cities Program City of New Orleans, New Orleans, Louisiana.
                   1969 – 1970.

SAMPLE             Minnesota Department of Human Services, Division of Child Safety and Permanency, St.
PROJECTS           Paul, MN: Provided qualitative oversight for the conduct of a statewide workload study to
                   determine both the time workers have available for case specific work and the time required to
                   handle cases according to state and federal policy and procedure, weighted by ability to achieve
                   positive safety and permanency outcomes. 2008 – 2009.

                   Oklahoma Legislative Service Bureau, Oklahoma Department of Human Services
                   Performance Audit, Oklahoma City, OK: As a principal investigator of a performance audit of the
                   department, with a focus on the organizational structure and the implications of that structure for
                   management and performance of the child welfare program in particular, led the literature review
                   research and interview and survey tool development. Participated in onsite interviews, met with
                   legislative representatives and led the staff responsible for analysis of the qualitative data and
                   recommended standards for future performance measurement. 2008 – 2009.

                   Connecticut Department of Children and Families, Statewide Assessment of Systems and
                   Services Pertaining to the Sexual and Physical Abuse of Children, Hartford, CT: Provided
                   guidance in the assessment of the service needs for children sexually abused and/or seriously
                   physically abused and maltreated. Led the literature and contract reviews, participated in
                   interviews with child advocacy center and multi-disciplinary team representatives including
                   coordinators, medical personnel, prosecutors, law enforcement and agency staff, and assisted with
                   the identification of service gaps. 2008 – 2009.

                   Wisconsin Supreme Court, Director of State Courts Office, Court Improvement Program:
                   Annual Program Assessment Reports, Madison, WI: Provided conceptual leadership and
                   guidance in the development of a logic model used to define the processes and outcomes for



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                                      HELAINE HORNBY
                                 Hornby Zeller Associates, Inc.
             evaluation of the court improvement initiative involving children in the child welfare and foster care
             arenas. Provided support to focus group participants comprised of court and child welfare staff at a
             statewide conference. Led the staff responsible for the analysis of qualitative data. 2008.

             Wisconsin Division of Children and Family Services, Online Policy Manual, Madison, WI:
             Developed a structure and numbering system for the online organization of the state’s child welfare
             policies. Assisted in drafting the policy chapters and conduct of a gap analysis identifying where
             program policies were needed. 2008.

             Wisconsin Supreme Court, Director of State Courts Office, State Courts Role in the Effective
             Interstate Placement of Children, Madison, WI: Provided conceptual guidance in the
             development of data collection tools and analysis of the processes used by the court to handle the
             interstate placement of children involved in the child welfare system satisfying state and federal
             regulations and policies. 2008.

             North Carolina Judicial Department, Juvenile Court Assessment, Raleigh, NC: Provided
             conceptual guidance and leadership in the assessment of the state’s juvenile courts’ role,
             responsibilities and effectiveness in the interstate placement of children. 2008.

             Virginia Department of Social Services, Workload Management Study Update, Richmond,
             VA: Provided qualitative oversight for the conduct of a follow-up statewide workload measurement
             study of TANF, Medicaid, Food Stamps, Child Protective, Adult Protective and nine other human
             services programs to determine both the time workers have available for case specific work and
             the time required to handle cases according to state and federal policy and procedure. 2007-2008.

             Georgia Department of Human Resources, Title IV-E Penetration Rate Study, Atlanta, GA:
             Provided conceptual guidance in the design of the data collection tool used to identify areas of
             improvement in determining Title IV-E eligibility. Conducted interviews with state representatives to
             identify increased funding for administrative cost pools. Assisted with the development of
             recommendations to amend the state’s Cost Allocation Plan and Random Moment Sample Survey
             to increase federal funding. Provided guidance in the review of training contracts to identify
             opportunities to increase federal funding. 2007.

             Georgia Department of Human Resources, Foster Care Needs Assessment, Atlanta, GA:
             Provided conceptual guidance in the conduct of a needs assessment of foster care placement
             services for Fulton and DeKalb Counties as part of the Kenny A. consent decree. Assisted in the
             development of a case reading tool to identify the placement needs of children placed into
             substitute care and an instrument to quantify the availability of resources. 2007.

             Connecticut Judicial Branch, Court Support Services Division and Connecticut Department of
             Children and Families, Service Needs Study for 16 & 17 Year-old Court-involved Youth, Hartford,
             CT: Provided qualitative guidance during the conduct of a comprehensive service need study for 16 &
             17 year-old court-involved youth. The study analyzed the specific risks, needs and strengths of youth,
             with particular attention to their health and educational needs and compared those needs to existing
             services, resulting in recommendations of services, programs and interventions. 2006 – 2007.

             Florida Department of Children and Families, Florida Abuse Hotline Training, Tallahassee, FL:
             Provided guidance in the needs assessment, planning, curriculum development, training and evaluation
             component of the multi-year project to provide a comprehensive ongoing package of training for the
             Florida Abuse Hotline. Four categories of training were delivered to front line staff, supervisors and
             managers. 2006 – 2010.

             Maine Judicial Branch, Evaluation of Maine's Family Drug Treatment Courts, Augusta, ME:



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                                      HELAINE HORNBY
                                 Hornby Zeller Associates, Inc.
             Provided guidance in the development of case record review instruments developed for the study
             of a family drug treatment court program in Lewiston, Maine. The goal of the study was to assess
             the impact of intensive judicial supervision on child protective custody cases involving substance
             abuse among parents, examining the differences in outcomes between program participants and
             those who did not participate. 2006 – 2007.

             Alaska Department of Health and Social Services, Division of Public Assistance, Workload
             Analysis, Anchorage, AK: Provided guidance in the development of the instruments used to measure
             case specific time and non-case specific time to determine reasonable workloads for eligibility
             technicians, supervisors and clerical staff. Conducted focus groups across the state to map work flow
             processes and trained workers in the participation of the time study component. 2006.

             Alaska Department of Health and Social Services, Office of Children Services, Statewide
             Workload Study, Juneau, AK: Provided guidance in the development of the instruments used to
             measure case specific time and non-case specific time to determine reasonable workloads for
             caseworkers, allowing them the time they need to achieve positive outcomes for children and
             families. Conducted focus groups across the state to identify tasks completed in day-to-day case
             practice; assisted with the identification of required tasks by which time standards would later be
             measured; and presented findings. 2005.

             Maine Children’s Behavioral Health Services, Implementing a Trauma-informed System of
             Care for Children with Serious Emotional Disturbances in Maine, Augusta, ME: Provided
             conceptual oversight, ensured Institutional Review Board protocol was followed, assisted with
             database development and participated in both evaluation sub-committee and steering committee
             meetings for a project designed to build an infrastructure and implement an integrated system of
             care for children with serious emotional disturbances and those who have experienced trauma.
             2005 – 2011.

             Maine Department of Health and Human Services, Co-occurring State Integration Initiative,
             Augusta, ME: Conducted a cost study, using data from the state’s Medicaid billing system, to
             measure the impact of programs that treat clients with substance and mental illness concurrently in
             the same location, as opposed to those that are treated by separate providers for each condition;
             tested the process in nine pilot sites over a three-year period. 2005 – 2010.

             Oregon Department of Human Services, SACWIS Inventory, Salem, OR: Provided conceptual
             oversight in the inventory and compilation of federal and state law, regulations, rules, policies and
             procedure documents governing the provision of child welfare in Oregon. Conducted a qualitative
             review of the inventory to ensure its completeness, thoroughness and accuracy. 2005.

             Pennsylvania Department of Public Welfare, Family Group Decision Making (FGDM)
             Evaluation Plan, Harrisburg, PA: Assisted in the development of a design strategy for evaluation
             of the relationship between changes implemented in the planning and delivery of services
             encompassing the Family Group Decision-making principles and the results or outcomes achieved
             for children, youth and families. Provided guidance in the development of survey tools to measure
             satisfaction with FGDM and a case tracking system to monitor participation and achievement of
             results. 2004 – 2005.

             New Jersey Department of Human Services, Division of Youth and Family Services, Restructure
             DYFS Regulations, Trenton, NJ: Revised and developed a new set of state regulations consistent
             with A New Beginning: The Future of Child Welfare in New Jersey. 2004 – 2005.

             Erie County Office of Children and Youth, Quality Assurance, Erie, PA: Provided quality
             assurance services and continued technical assistance and support for the Erie County Children and



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                                      HELAINE HORNBY
                                 Hornby Zeller Associates, Inc.
             Youth Services Director in the areas of organizational structure, personnel management, performance
             measurement and database design. 2002 – 2006.

             Ohio Department of Job and Family Services, Adoption Services Specialized Administrative
             Support Quality Assurance Program, Columbus, OH: Provided conceptual leadership and
             oversight for the performance of evaluation and quality assurance services for Ohio’s adoption program
             in an effort to increase the number of adoptions of children in public custody. 2004 – 2007.

             Wisconsin Supreme Court, Reassess State Court Performance in Children in Need of
             Protection or Services Cases, Madison, WI: Provided supervision and leadership in determining
             the extent to which Wisconsin's state courts operate in ways that conform to the changes in federal
             law and regulation and take account of new issues emerging since their last assessment.
             Designed and supervised the design of observation and interview instruments; oversaw the
             development of a federal and state law and regulation catalog. 2004.

             Nevada Department of Human Resources, Division of Child and Family Services, Child and
             Family Services Review, Carson City, NV: Provided technical assistance and support to the
             Division in the development of the Statewide Assessment in conjunction with the federal Child and
             Family Services Review. 2003 – 2004.

             Pennsylvania Department of Public Welfare, Technical Assistance, Training and Staff Support
             for Needs-based Planning and Budgeting, Harrisburg, PA: Participated as a member of the Child
             and Family Services Review committee and assisted in drafting the Commonwealth’s Self-
             Assessment. Participated in training county and regional staff in the interpretation of federal
             outcome measures and their use in planning. Provided guidance in the design of the Quality
             Services Review tool used to measure local performance toward Program Improvement Plan
             goals. 2001 – 2009.

             ChildNet-PA: Mapped out detailed components for each phase and release of the software
             program; provided feedback to the development team; and ensured AFCARS and NCANDS
             compliance. Worked directly with individual county representatives and with the entire user’s group
             to ensure that the program met the needs of the counties. Conducted quality reviews of all
             marketing materials and participated in teleconferences, as needed. 2001 – Ongoing.

             New Jersey Department of Human Services, Qualitative Service Reviews, Trenton, NJ:
             Analyzed and interpreted data for the Statewide Assessment of the Child and Family Services
             Review; worked with the agency to develop a prototype for Qualitative Services Review and
             provided guidance in the conduct of a sample case review to validate the prototype. 2003.

             Maine Department of Health and Human Services, Center for Disease Control, Healthy
             Families Program Evaluation, Augusta, ME: Provided the conceptual leadership of an
             evaluation of the Healthy Families, Parents as Teachers and Parents are Teachers Too Home
             Visiting projects in the State of Maine for the Bureau of Health. 2002 – 2008.

             Nevada Department of Human Resources, Division of Child and Family Services, Title IV-E
             Eligibility Review, Carson City, NV: Maximized Title IV-E funding for qualifying foster care
             services through the conduct of case record reviews and development of a database for input and
             analysis of data. Drafted a final report which included areas for improvement and
             recommendations for training. 2002.

             Pennsylvania Department of Public Welfare, Child and Family Services Review/Program
             Improvement Plan, Harrisburg, PA: Analyzed and interpreted qualitative data throughout the state’s
             Child and Family Services Review. Assisted in the development of the Statewide Assessment.



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                                       HELAINE HORNBY
                                  Hornby Zeller Associates, Inc.
             Supported OCYF in the management and monitoring of the Program Improvement Plan. 2002 – 2006.

             Washington Department of Social and Health Services, Division of Developmental Disabilities,
             Voluntary Placement Program Rate Redesign Project, Olympia, WA: Participated in the
             development of a rate setting system for youth in the Voluntary Placement Program, including an
             assessment tool and software. 2001 – 2003.

             Maine Department of Health and Human Services, Evaluation Services for the State Incentive
             Program, Augusta, ME: Provided guidance in the design of a local evaluation of community coalitions
             of the State Incentive Program designed to reduce smoking and binge drinking among teenagers,
             funded by SAMHSA. 2001 – 2005.

             Nevada Department of Human Resources, Division of Child and Family Services, Program
             Evaluation Data Unit, Carson City, NV: Designed and supported a Program Evaluation and Data
             Unit which allowed the Division to develop an expertise in gathering, analyzing and using SACWIS
             data and to improve their research and evaluation infrastructures. 2001 – 2004.

             Alabama Department of Human Resources, Revenue Enhancement/Rate Setting,
             Montgomery, AL: Participated in the development of new rates for residential care providers who
             contract with the Department and processes to maximize federal funds. 2001 – 2003.

             Maine Department of Health and Human Services, Dual Diagnosis, Augusta, ME: Developed an
             evaluation methodology to measure process and outcome performance for treatment of individuals with
             co-occurring disorders; funded by SAMHSA. 2001 – 2002.

             New Jersey Department of Human Services, Restructuring Rates for Regional Diagnostic and
             Treatment Centers, Trenton, NJ: Developed rates for the hospital-based Regional Diagnostic and
             Treatment Centers; defined the core services required to be provided by the centers to children alleged
             to be physically and/or sexually abused; defined reasonable expectations for the delivery of additional
             services, based on the funding available; identified and recommended ways to resolve gaps and
             inconsistencies in current service delivery; and maximized federal revenue. 2001 – 2002.

             Washington Department of Social and Health Services, Children’s Administration, Foster
             Care Rate Redesign Project, Olympia, WA: Redesigned the foster care rates for children in basic
             care and with special needs and provided assistance with the development of an automated system to
             assign rates based on the needs of the child and foster care family. 2001 – 2002.

             Erie County Department of Children and Youth, Erie County Organizational Review, Erie, PA:
             Conducted an organizational review of Erie County’s Children and Youth Services (CYS) agency to
             determine the extent to which the agency is achieving the outcomes it seeks for the children who come
             to its attention; provided technical assistance in developing a quality assurance capacity within the
             agency; and developed and delivered a supervisory training series. 2001 – 2002.

             Maine Department of Corrections, Offender Reentry Grant Writing, Augusta, ME: Developed an
             application for federal funding under the Offender Reentry Grant. 2001.

             Maine Administrative Office of the Courts, Evaluation of Child Protection Case Management
             System and Lewiston Mediation Project, Augusta ME: Performed an assessment of the
             effectiveness of the case management system and determined whether the use of mediation in
             Lewiston has been an effective tool. 2001.

             Nevada Department of Human Resources, Division of Child and Family Services, Youth
             Corrections Strategic Plan, Carson City, NV: Provided technical assistance to the Division in



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                                      HELAINE HORNBY
                                 Hornby Zeller Associates, Inc.
             the facilitation of the development of a Nevada Youth Corrections Strategic Plan; conducted
             research and prepared materials in advance of the strategic planning retreat; managed and
             conducted the retreat. 2001.

             National Family Planning and Reproductive Health Association, Washington, DC: Performed
             an evaluation of the membership base of a national organization. Evaluated the products and
             services provided and researched potential membership bases. Developed a marketing plan for
             future development. 2001.

             Ohio Department of Job and Family Services, Study of Validity and Reliability of the Family Risk
             Assessment Matrix, Columbus, OH: Assisted with the study of Ohio’s Family Risk Assessment
             Matrix and its capacity to validly and reliably measure risk and safety of children at all key decision
             points in the casework process. 2000 – 2001.

             Pennsylvania Council of Chief Juvenile Probation Officers, Redesign of Juvenile Justice Case
             Management Software, Doylestown, PA: Designed forms, letters and reports for the new juvenile
             justice case management software to be used by counties in the Commonwealth, allowing for the
             replacement of outmoded paper forms and the production of reports, including case-specific, resource,
             performance and results-based. 2000.

             Pennsylvania Department of Public Welfare, PACWIS, Harrisburg, PA: Developed a User’s
             Guide and training curriculum for the statewide implementation of the Pennsylvania Child Welfare
             Information System (PACWIS) into county program operations. 1999 – 2000.

             Virginia Department of Social Services, Workload Management Study, Richmond, VA:
             Performed a statewide workload measurement study of TANF, Food Stamps, Child Protective,
             Adult Protective and 10 other human services programs using workload, best practice and outcome
             measures; worked with state to determine necessary appropriations for personnel and operating
             costs for mandated programs. 1999 – 2000.

             California Department of Education, Child Development Division, Quality Improvement
             Programs, Sacramento, CA: Provided conceptual leadership in the development of logic models,
             assessment strategies, data collection tools and data analysis for a series of evaluations focused
             on quality improvement programs designed to improve the child care and development services
             provided to children and families. 1998 – 2001.

             Ohio Department of Job and Family Services, AdoptOHIO, Columbus, OH: Implemented the
             evaluation of the Adopt OHIO initiative designed to increase the number of adoptions of children in
             public custody, including the conduct of surveys of families interested in adoption; analyzed
             downloaded data from the child welfare tracking system to track the progress of children waiting for
             adoption; and provided guidance in the development of an automated application for tracking both
             children and families being served by public and private adoption agencies. 1998 – 2001.

             Pennsylvania Department of Public Welfare, Office of Children, Youth and Families, Results-
             based Management Reporting, Harrisburg, PA: Implemented the results-based management
             reporting system as part of a development of statewide automated information system; provided
             specifications for all reports to be generated from the system; mapped data elements from the
             system to the reports; trained all state and county managers in the generation and utilization of the
             reports. 1998 – 2000.

             Illinois Department of Children and Family Services, Springfield, IL: Developed models for the
             redesign of the organization of child protective investigations and service delivery to intact families
             and evaluated the impact of each model. 1998 – 2000.



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                                      HELAINE HORNBY
                                 Hornby Zeller Associates, Inc.
             Lucas County Children Services Board, Technical Assistance on Quality Assurance, Toledo,
             OH: Developed an automated performance and outcome measurement system and a contract
             management system. Provided instructional documentation and training to quality assurance unit.
             1998 – 1999.

             Montana Department of Public Health and Human Services, Division of Children and Family
             Services, Time Study, Helena, MT: Provided guidance in the conduct of a time and workload
             management study of foster care and licensing workers. Evaluated resulting regional differences
             and recommended practice changes. 1998 – 1999.

             New Jersey Department of Human Services, Rate Setting for Foster Care, Trenton, NJ:
             Designed a rate-setting system for foster care homes accounting for differing levels of care. 1998
             – 1999.

             Ohio Department of Job and Family Services, Child Protective Needs Assessment,
             Columbus, OH: Developed the methodology and data collection instruments and conducted the
             data analysis to quantify the service needs of children and families to prevent removal and/or to
             reunite families in accordance with the consent decree Roe v. Staples. Drafted the final report and
             presented findings to the oversight committee. 1998.

             Arkansas Department of Health and Human Services, Quality Assurance, Little Rock, AR:
             Provided leadership to the Quality Assurance Unit for the child welfare division responsible for
             producing monthly and quarterly management reports, conduct of a time and workload study and
             special reports, such as the semi-annual report to the Legislature on the impact of welfare reform
             on child welfare. 1997 – 2007.

             California Department of Education, Child Development Division, Desired Results for
             Resource and Referral and Alternative Payment Programs, Sacramento, CA: Developed an
             outcome evaluation system for Child Care Resource and Referral and Alternative Payment
             programs; developed program standards which supported the achievement of the desired results;
             and implemented a data collection and analysis process for both the desired results and the
             program standards. 1997 – 2000.

             Nevada Department of Human Resources, Division of Child and Family Services, Time
             Study and Regional Plan Implementation, Carson City, NV: Conducted a time and workload
             management study of foster care and licensing workers and supervisors; developed the
             methodology and instruments; conducted the data analysis and projected the need for increased
             staffing. 1997 – 1998.

             Lucas County Children Services Board, Review and Assessment of the Operations and
             Service Delivery of the Lucas County Children Services Board, Toledo, OH: Evaluated six
             areas of agency operation: Case management and MIS; Management and Leadership; Training;
             Financial Policies and Practices; Personnel Policies; Practices and Procedures; and Programs and
             Policies. Conducted focus groups, interviews, document reviews and other field research. 1997.

             Spurwink Institute, Healthy Tomorrows Partnership for Children, Portland, ME: Evaluated
             the federally-sponsored Healthy Tomorrow’s project aimed at reducing the incidence of child abuse
             in two rural counties. 1996 – 2001.

             Louisiana Office of Youth Development, Classification System for Adjudicated Females,
             Baton Rouge, LA: Developed classification system and treatment approaches for adjudicated
             female offenders. 1996 – 1997.



Texas Statewide Intake Specialist Job Analysis Proposal                                                 97
    Hornby Zeller Associates, Inc.


                                          HELAINE HORNBY
                                     Hornby Zeller Associates, Inc.
                 Pennsylvania Department of Public Welfare, Office of Children, Youth and Families, Results-
                 based Management System, Harrisburg, PA: Defined and developed a results-based
                 management system for children and youth services. 1996.

                 Connecticut Department of Children and Families, Resource Development Plan, Hartford,
                 CT: Developed and executed a needs assessment methodology for in-home and residential
                 services to children and families in compliance with a federal court order. 1995 – 2000.

                 Maine Medical Center, Evaluation of Employment of People with Psychiatric Disabilities,
                 Portland, ME: Evaluated the employer’s component of Mental Health Employer’s Consortium,
                 funded by U.S. Public Health Service. 1995 –2000.

                 Colorado Department of Human Services, Evaluation of Intensive Family Preservation
                 Program for Juvenile Offenders, Denver, CO: Evaluated the Intensive Family Preservation
                 Program for juveniles and assisted with development of a rate setting system for residential care.
                 1995 – 1998.

                 Louisiana Department of Social Services, Baton Rouge, LA: Developed a Family Preservation
                 and Support Services Plan as well as a multi-agency Children's Cabinet Plan. 1995 – 1996.

                 Delaware Department of Services for Children, Youth and Their Families, Evaluation of
                 Alternatives to Incarceration Services for Youth, Wilmington, DE: Evaluated the effectiveness
                 of Alternative Care services for juveniles. 1995.

                 Milwaukee County Department of Human Services, Strategic Plan, Milwaukee, WI: Developed a
                 strategic plan for child welfare services in Milwaukee County. 1995.

                 Arkansas Department of Health and Human Services, Intensive Family Preservation
                 Services Evaluation, Little Rock, AR: Developed a conceptual model and implemented a
                 programmatic evaluation of Arkansas’ Intensive Family Preservation Services Program. 1994 –
                 1996.

                 Arkansas Department of Health and Human Services, Contract and Outcome Monitoring,
                 Little Rock, AR: Assisted in the development of a micro-computer application designed to accept
                 monthly downloads of mainframe data and produce agency performance indicators; developed
                 contract monitoring procedures for contracted services; re-wrote policy manual; re-structured
                 compliance reviews to permit more efficient targeting of corrective action efforts; 1993 – 1997.

                 Arizona Department of Economic Security, Foster Care Safety, Phoenix, AZ: Directed
                 program redesign effort to reform policies and casework practices in the Administration for
                 Children, Youth and Families. 1994 – 1996.

                 Louisiana Department of Social Services, Rate Setting For Foster and Residential Care,
                 Baton Rouge, LA: Developed rate-setting system for foster and residential care. 1993 – 1996.

                 Oregon Department of Human Resources, Children’s Service Division Focus 90s Initiative,
                 Salem, OR: Evaluated the Children's Services Division's Focus 90s initiative. 1992 – 1994.

ARTICLES,        McFarlane, William, M.D., Hornby, Helaine, et al., “Psychoeducation Multifamily Groups: Research
BOOKS            and Implementation in the United States,” Lefley, H.P. & Johnson, D.L. (EDS.) (in press), Family
& REPORTS        Interventions in Mental Illness: International Perspectives, Westport, CT, London: Praeger,
                 2001.



    Texas Statewide Intake Specialist Job Analysis Proposal                                                 98
Hornby Zeller Associates, Inc.


                                      HELAINE HORNBY
                                 Hornby Zeller Associates, Inc.
             Balser, R.M., Hagner, D. and Hornby, H., Partnership with the Business Community: The Mental
             Health Employer Consortium, Journal of Applied Rehabilitation, Vol. 31, No. 4, Winter 2000.

             Balser, R.M., Harvey, B. and Hornby, H., Building Employer Support for Hiring Persons with
             Psychiatric Disabilities, Mental Health, American Occupational Therapy Association, Vol. 21,
             No. 4, December 1998.

             Hornby, H., Zeller, D. and Karraker, D., Kinship Care in America: What Outcomes Should Policy
             Seek?, Child Welfare, Journal of the Child Welfare League of America, Inc. Vol. LXXV, No. 5,
             September-October 1996.

             Hornby, Helaine, An Outcome-Based Approach to Social Services in Maine, Maine Choices:
             1995, Maine Center for Economic Policy, Augusta, Maine, December 1994.

             Balser, R.A., Harvey, B.M. and Hornby, H. C., Putting Youth With Disabilities to Work: A Business-
             Education Partnership, OSERS News In Print, U.S. Department of Education, Vol. VI. Number 1,
             Fall 1993.

             Else, J. and Hornby, H. et al., Performance-Based Contracting: The Case for Residential Foster
             Care, Child Welfare, Vol. LXXI, No. 6, November-December 1992.

             McDonald, T., Lieberman, A., Partridge, S. and Hornby, H., Assessing the Role of Agency Services
             in Reducing Adoption Disruptions, Children and Youth Services Review, Pergamon Press, New
             York, Vol. 13, 1991.

             McDonald, T., Lieberman, A., Poertner, J., Hornby, H., Child Welfare Standards for Success,
             Children and Youth Services Review, Pergamon Press, New York, Vol. 11, 1989.

             Lieberman, A., Hornby, H. and Russell, M., Analyzing the Educational Backgrounds and Work
             Experiences of Child Welfare Personnel, Social Work, Vol. 33, No. 6, November-December 1988.

             Hornby, Helaine, Managing Workloads in Public Child Welfare Agencies, New England Journal of
             Human Services, Vol. III, Issue 1, 1988.

             Hornby, Helaine, Why Adoptions Disrupt and What Agencies Can Do to Prevent It, Children
             Today, United States Children's Bureau, Washington, D.C., July-August 1986.

             Hornby, Helaine, Foster Care and the Power of the State--Understanding the Client's Perspective,
             Children Today, United States Children's Bureau, Washington, D.C., March-April 1981.

             Hornby, Helaine and Collins, Mary, Teenagers in Foster Care: The Forgotten Majority, Children
             and Youth Services Review, Pergamon Press, New York, Vol. 3, No. 1, 1981.

             Hornby, H., Zeller, D. and Karraker, D. Kinship Care in America: A National Policy Study,
             Edmund S. Muskie Institute of Public Affairs, Portland, Maine, July 1995.

             Hornby, H. et al. Focus 90s Initiative Evaluation, Oregon Children's Services Division,
             National Child Welfare Resource Center for Organizational Improvement, Portland, Maine, June
             1995.

             Hornby, H. and Zeller, D. Assuring the Safety of Children in Foster Care, Arizona Case Review
             Final Report, National Child Welfare Resource Center for Management and Administration, June



Texas Statewide Intake Specialist Job Analysis Proposal                                               99
Hornby Zeller Associates, Inc.


                                      HELAINE HORNBY
                                 Hornby Zeller Associates, Inc.
             1994.

             Zeller, D., Hornby, H. et al. Performance Monitoring in Children's Services for the Arkansas
             Division of Children and Family Services, prepared by Zeller Associates, June 1993.

             Hornby, H., et al. Comprehensive Evaluation: South Carolina Child Protective Services
             Program, National Child Welfare Resource Center for Management and Administration, April,
             1993.

             Hornby, H., Consultant, A Report of the Child Protective Services Oversight Committee,
             Augusta, Maine, January, 1993.

             Else, J., Hornby, H. et al. A Study of Colorado's Residential Child Care Facilities, prepared by
             the Institute for Social and Economic Development, Iowa City, Iowa and the National Child Welfare
             Resource Center for Management and Administration, December 1992.

             Hornby, H. and Zeller, D. Oregon Child Protective Services Performance Study, Portland:
             National Child Welfare Resource Center for Management and Administration, 1992.

             Wydra, D. and Hornby, H. Timeline for Change, Louisiana: Office of Youth Development, 1991.

             Hornby, H. et al. Foster Care Payment Project Final Report, 1991, Portland: National Child Welfare
             Resource Center for Management and Administration, 1991.

             Balser, R.M. and Hornby, H. Putting Youth with Disabilities to Work: A Business-Education
             Partnership, Portland: Maine Medical Center, 1991.

             Hornby, H. et al. Strategic Plan for the Office of Youth Services in Hawaii, Portland: National Child
             Welfare Resource Center for Management and Administration, 1991.

             Hornby, H. et al. Runaway Youth in Hawaii: Assessment and Recommendations Report to the
             Legislature, Portland: National Child Welfare Resource Center for Management and
             Administration, 1991.

             Balser, R. M., Harvey, B. and Hornby, H. A Focus on Job Coaching: The Untapped Potential,
             Portland: Maine Medical Center, 1991.

             Hornby, H. et al. Study of Foster Care in Hawaii: A Report to the Governor and the
             Legislature of the State of Hawaii, Portland: National Child Welfare Resource Center for
             Management and Administration, 1990.

             Coleman, L., Tilbor, K., Hornby, H., Boggis, C., Eds., Working With Older Adoptees, Portland:
             University of Southern Maine, 1990 (Second Printing).

             Hornby, H., Wells, S., Risk Assessment in Child Protective Services: Issues in Field
             Implementation, Portland: National Child Welfare Resource Center for Management and
             Administration, 1990.

             Balser, R. M., Hornby, H., Summer: A Transitional Work Opportunity, Portland: Maine Medical
             Center, 1989.

             Hornby, H. et al., Preventing Placement and Reunifying Families: 1988 Ohio Needs
             Assessment, Columbus: Ohio Department of Human Services, 1988.



Texas Statewide Intake Specialist Job Analysis Proposal                                                 100
     Hornby Zeller Associates, Inc.


                                           HELAINE HORNBY
                                      Hornby Zeller Associates, Inc.
                  Lieberman, A. and Hornby, H. Professional Social Work Practice in Public Child Welfare: An
                  Agenda for Action, Portland: Human Services
                  Development Institute, 1987.

                  Partridge, S., Hornby, H. and McDonald, T. Learning From Adoption Disruption, Portland:
                  Human Services Development Institute, 1986.

                  Helaine Hornby, Portland Community Leadership: Improving Secondary Programming for
                  Handicapped Students, Portland: Human Services Development Institute, funded by the United
                  States Department of Education, 1983.

                  Helaine Hornby, Improving Protective Services for Older Americans, Program Development
                  and Administration, Portland: Human Services Development Institute, funded by the United
                  States Department of Health and Human Services, 1982.

                  Helaine Hornby, Using Citizens Effectively in Child Welfare Program Review, Portland: Human
                  Services Development Institute, funded by the United States Department of Health and Human
                  Services, 1981.

PRESENTATIONS The HZA Experience, ACTION for Child Protection Conference, Santa Fe, New Mexico,
& PAPERS      December 13, 2005.

                  Desired Results Institute, In Our Hands: Quality Makes the Difference, California Department of
                  Education, Anaheim, CA, September 21, 1999.

                  Desired Results for Children and Families, The Age of Change, California Department of Education
                    th
                  14 Annual Child Development Conference, Ontario, CA, November 2, 1998.
                                                                                             th
                  Plenary presentation on Desired Results, California Child Care Network 20 Annual
                  Conference, Asilomar, Pacific Grove, CA, October 19, 1997.

                  Policy Issues in Kinship Care, Second Annual National Child Welfare Conference, Washington,
                  D.C., March 17, 1994.

                  Don't Get Hung Up on Start Up: Initial Implementation Issues Surrounding Family-Centered
                  Services, Children's Bureau Invitational Conference on Family-Centered Services,
                  Washington, D.C., February 10, 1994.

                  Managing for the Year 2000, New York State Department of Social Services, Albany, New York,
                  December 16, 1993.

                  Results Oriented Management, Sixth National Conference of the National Staff Development
                  and Training Association, Atlantic City, New Jersey, November 7, 1993.

                  Managing Family and Child Services for the Year 2000, Keynote address, Child Sexual Abuse
                  Institute, St. Joseph College, Hartford, Connecticut, October 14, 1993.

                  Contemporary Systems Barriers to Family Continuity, Family Continuity: The New Paradigm for
                  Permanence Planning in the Nineties," Ypsilanti, Michigan, June 21, 1993.

                  Child Protective Services in Maine, Legislative Policy Seminar, Augusta, Maine, January 26,
                  1993.



     Texas Statewide Intake Specialist Job Analysis Proposal                                             101
    Hornby Zeller Associates, Inc.


                                          HELAINE HORNBY
                                     Hornby Zeller Associates, Inc.
                 Careers in Public Agencies, Educating for Service: Public Human Service Agencies and Schools
                 of Social Work, National Conference of the American Public Welfare Association, San Diego,
                 California, December 5, 1992.

                 Empowering Workers and Improving the Workplace, 1992 National Child Welfare Research,
                 Demonstration and Training Grantees Conference, Washington, DC, March 17, 1992.

                 Developing Service Contracts and Payment Rates for Specialized Foster Care, North American
                 Out-of-Home Care Conference sponsored by the Child Welfare League of America, St. Louis,
                 Missouri, October 18, 1991.

                 Tracking Child Welfare Performance, National Conference of State Legislatures Assembly,
                 Portland, Maine, September 27, 1991.

                 Does Training Work, 1991 National Staff Development and Training Association Conference,
                 Oakbrook, Illinois, September 16, 1991.

                 Focus for Children, 7th International Foster Care Conference, Jönkopping, Sweden, August 2,
                 1991.

                 Improving the Quality of Staff and the Work Place in Child Welfare Agencies, 1991 National Child
                 Welfare Research, Demonstration and Training Grantees Conference, Washington, D.C., April
                 10, 1991.

                 Risk Assessment in Child Protective Services: Policy Implications of Recent Studies, 1991 State
                 Liaison Officers Meeting, National Center on Child Abuse and Neglect, Washington, DC, April
                 5, 1991.

                 Combating Staff Turnover in Child Welfare, National Adoption Leadership Institute, Spaulding
                 for Children, Washington, DC, April 1990.

                 Evaluating Child Abuse Prevention Programs, New England Conference for Prevention
                 Practitioners, Worcester, Massachusetts, April 1990.

                 Early Case Review: Is Sooner Better, Fifth National Conference, Coalition of Administrative
                 Reviewers, Denver, Colorado, May 1989.

                 U.S. Department of Health and Human Services, Arlington, Virginia, May 1989.Staffing Child
                 Welfare Service Delivery, Child Welfare League of America Southeast Regional Conference,
                 Atlanta, Georgia, May 1989.

                 Understanding Adoption Disruption, Child Welfare League of America National Conference,
                 Washington, DC, March 1986.

                 Factors Leading to Disrupted Adoptions, North American Council on Adoptable Children
                 Annual Conference, Toronto, Canada, August 1986.

CONSULTATION     U.S. Department of Health and Human Services, National Panelist, Washington, D.C.: Relative
                 Foster Care Policy Review. 1994-1995.

                 Andersen Consulting, Subject Matter Expert, Texas Department of Human Services Child
                 Welfare Automation Project. 1993-1994.



    Texas Statewide Intake Specialist Job Analysis Proposal                                            102
    Hornby Zeller Associates, Inc.


                                          HELAINE HORNBY
                                     Hornby Zeller Associates, Inc.
                 Maine Medical Center, Writer and Evaluator, Hospital Industries Program. 1984-1994; Member,
                 Business Advisory Committee, 2000-Present.

BOARDS           Spurwink Institute, Portland, Maine, 1995-2000.

                 National Staff Development and Training Association, Washington, D.C., 1991-1995.

EDUCATION        M.A., Public Policy and Management
                 Edmund S. Muskie Institute of Public Policy and Management, University of
                 Southern Maine, 1986, Highest Honors, Phi Kappa Phi Honor Society

                 B.S., Political Science and Publications
                 Simmons College, Boston, 1968, Honors, Jessie Bancroft Cox Award




    Texas Statewide Intake Specialist Job Analysis Proposal                                       103
      Hornby Zeller Associates, Inc.



                                                 EDWARD COTTON
                                            Hornby Zeller Associates, Inc.
                                                                              Quality Assurance
   48 Fourth St.     75 South Houcks Rd.         2003 Apalachee Pkwy.
                                                                                    WS#5172                   373 Broadway
     Suite 300             Suite 201                    Suite 106
                                                                           PO Box 1437, Slot # S570     South Portland, ME 04106
  Troy, NY 12180     Harrisburg, PA 17109        Tallahassee, FL 32301
                                                                            Little Rock, AR 72203            (207) 773-9529
  (518) 273-1614        (717) 540-7740               (850) 877-9909
                                                                                 (501) 682-7931

EXPERIENCE           Project Manager, Hornby Zeller Associates, Inc. Management consulting firm specializing in
                     child welfare, juvenile justice, mental health and public assistance (see Sample Projects below).
                     12/06 – Present.

                     Private Consultant, Child Welfare: Completed work in New Jersey, Nevada and Ohio.
                     Previously contracted with Clark County, Nevada to serve as the manager for a case review
                     project. 2/06 – 12/06.

                     Director, New Jersey Division of Youth and Family Services, Trenton, NJ: Responsible for
                     the administration and management of New Jersey children’s programs in child protection, child
                     welfare and child mental health at four levels.

                         Program - Responsible for 5000 staff statewide, including 16 area offices, 46 district offices,
                         a centralized child abuse hotline and a clinical unit, including regional directors, district office
                         managers, child protection investigators, child welfare workers, resource staff, community
                         developers, adoption staff and interstate compact workers.
                         Fiscal - Responsible for developing and monitoring a $625 million annual budget through 60
                         central office staff, including a chief fiscal officer, fiscal agents, eligibility determination staff,
                         contract developers and monitors and federal reimbursement specialists.
                         Operational - Responsible for 120 staff, including a chief of staff, facilities management
                         personnel, labor relations staff, personnel/employee services, information services staff, data
                         analysis units and a medical unit overseen by a medical director.
                         Quality Improvement/Assurance - Responsible for a 20 person Quality Improvement/Quality
                         Assurance unit. 2003 – 2006.

                     Director, Nevada Division of Children and Family Services, Carson City, NV: Responsible
                     for the administration of Nevada’s children’s programs in child protection, child welfare, foster
                     care, juvenile justice/corrections and child mental health. Responsibilities included:

                         Managing 900 staff statewide, including fiscal officers, eligibility workers, licensing,
                         contracting, grant monitoring, child abuse investigations, child protective services and foster
                         care services;
                         Administering three juvenile corrections facilities (housing 400 children) and a statewide
                         juvenile probation unit; children’s mental health services, both in-patient and community-
                         based; and
                         Chairing various citizens’ groups, including the Children’s Justice Task Force, the Juvenile
                         Justice Commission, the Child and Family Advisory Council and three Regional Mental
                         Health Consortia. 2001 – 2003.

                     Deputy Director, Illinois Department of Children and Family Services, Springfield and
                     Chicago, IL: Responsible for the administration of Illinois’ child protection programs, which
                     entailed:

                          Developing and managing an annual budget of $350 million;
                         Managing 850 child protection investigators statewide, through four regional offices and 60
                         local offices; 250 child welfare workers who provided in-home protective services for children



      Texas Statewide Intake Specialist Job Analysis Proposal                                                        104
    Hornby Zeller Associates, Inc.


                                          EDWARD COTTON
                                     Hornby Zeller Associates, Inc.
                       in Chicago; 250 licensing staff who evaluated all applications for licensure of foster homes,
                       day care centers and child welfare agencies and100 child abuse hotline staff;
                       Formulating state policies for child abuse/neglect issues, interpreting the policies for DCFS
                       staff, the legislature, and the general public; and
                       Administering the Federal Grants Unit, which secured and monitored more than $250 million
                       in federal grants. 1995 – 2001.

                   Administrator, Illinois Child Abuse Hotline and Registry, Springfield, IL: Responsible for the
                   administration of DCFS intake unit to ensure that the 350,000 calls received annually were
                   handled professionally, expeditiously and accurately. Administered the Interstate Compact for
                   Children and the Appeals and Hearings Unit. 1984 – 1995.

                   Child Welfare Supervisor, Illinois Department of Children and Family Services, Springfield
                   and Chicago, IL: Details available upon request. 1981 – 1984.

                   Child Welfare/Protection Caseworker, Illinois Department of Children and Family Services,
                   Springfield and Chicago, IL: Details available upon request. 1978 – 1981.

                   Social Services Coordinator, McLean County Head Start, IL: Identified, recruited and
                   assessed families for admittance and services. Additional details available upon request. 1978 –
                   1979.

                   Social Worker, Kaleidoscope, Inc., Chicago, IL: Private child welfare agency. Details
                   available upon request. 1974 – 1978.

                   Junior High School Teacher, Bloomington, IL. 1973 – 1975.

SAMPLE             Fulton County Department of Human Resources, Intake and Investigative Training,
PROJECTS           Atlanta, GA: 2008 – 2009.

                   Oklahoma Legislative Service Bureau, Oklahoma Department of Human Services
                   Performance Audit, Oklahoma City, OK: Participated in meetings with legislative and
                   department representatives, conducted interviews of key stakeholders and assisted with case
                   record reviews to assess the department’s performance in terms of organizational and
                   management structure especially as it relates to child welfare. Assisted with drafting a report to
                   identify standards by which future department performance may be measured. 2008 – 2009.

                   Connecticut Department of Children and Families, Statewide Assessment of Systems and
                   Services Pertaining to the Sexual and Physical Abuse of Children, Hartford, CT: Assisted
                   in the case record reviews and interviews with child advocacy center and multi-disciplinary team
                   members. Provided guidance in the development of service need gaps. 2008 – 2009.

                   Florida Department of Children and Families, Florida Abuse Hotline Training, Tallahassee,
                   FL: As project manager, assessed the training needs of abuse hotline staff, developed training
                   curriculum and delivered training to abuse hotline staff and supervisors. Provided on-site
                   supervision for all aspects of the multi-year project to provide a comprehensive ongoing package
                   of training for the Florida Abuse Hotline. Generated a series of reports to monitor the delivery of
                   training to staff to ensure their needs were met. 2006 – 2010.

                   Florida Department of Children and Families, Florida Abuse Hotline Prevention Referrals
                   Assessment, Tallahassee, FL: Managed the data collection effort to assess whether there was
                   an alternative response to referrals to the abuse hotline and what the outcomes of those
                   responses were. Provided guidance in the analysis of the data. 2008.



    Texas Statewide Intake Specialist Job Analysis Proposal                                                 105
     Hornby Zeller Associates, Inc.


                                            EDWARD COTTON
                                       Hornby Zeller Associates, Inc.
EDUCATION           B. S., Education, Illinois State University, 1973

                    Over 200 hours in management and child welfare training through various organizations.

SPECIAL                Commissioner’s Award from the U.S. Department of Health and Human Services for
QUALIFICATIONS          “outstanding leadership and service in the provision of services to prevention of child abuse
AND                     and neglect,” 1998;
RECOGNITIONS           State Administrator of the Year in Illinois, 1997;
                       Heroes in Action Award from the Juvenile Protection Association, the oldest child welfare
                        advocacy agency in the country, 1999;
                       Community Advocate Award for the New Jersey Foster Parent Association, 2004;
                       Special Presiding Judge’s Award from the Cook County Circuit Court for “significant
                        contributions” in keeping children safe from abuse, 2001;
                       Special resolution adopted by the City Council of Chicago expressing their gratitude for
                        services to children;
                       Foster parent to 35 abused/neglected special needs children over the past 30 years (two
                        adopted);
                       Founding board member, Sangamon County Child Advocacy Center;
                       Past President of the Board, Springfield Committee for Children;
                       Chairman of a multi-state committee that developed the Child Endangerment Risk
                        Assessment Protocol that has been adopted by more than 10 states;
                       Appearances on Oprah, ABC Primetime Live and many regional media shows as a child
                        welfare expert; and
                       Named to a national expert panel to review the past two years of child abuse/neglect deaths
                        in Clark County, Nevada (Las Vegas area), February 2006.




     Texas Statewide Intake Specialist Job Analysis Proposal                                               106
      Hornby Zeller Associates, Inc.



                                               KAREN HALLENBECK
                                            Hornby Zeller Associates, Inc.
                                                                            Quality Assurance
   48 Fourth St.     75 South Houcks Rd.         2003 Apalachee Pkwy.
                                                                                  WS#5172                 373 Broadway
     Suite 300             Suite 201                    Suite 106
                                                                         PO Box 1437, Slot # S570   South Portland, ME 04106
  Troy, NY 12180     Harrisburg, PA 17109        Tallahassee, FL 32301
                                                                          Little Rock, AR 72203          (207) 773-9529
  (518) 273-1614        (717) 540-7740               (850) 877-9909
                                                                               (501) 682-7931

EXPERIENCE         Director of Project Operations, Hornby Zeller Associates, Inc. Management consulting firm
                   specializing in child welfare, juvenile justice, corrections, mental health and public assistance (see
                   Sample Projects below). 3/98 – Present.

                   The Institutes for Health & Human Services, Inc., Saratoga Springs, NY. 7/97 – 2/98.

                   Project Director, Arkansas Department of Health and Human Services: Managed a state-wide
                   Federal Revenue Maximization Project encompassing Titles IV-E, IV-A/EAF and XIX funding
                   streams. Met with state representatives to assess opportunities for increasing federal funding
                   sources; facilitated access to state policy and resources and coordinated timely reporting of project
                   results satisfying federal claiming restrictions. Facilitated sub-contractor project initiatives.
                   Directed office and field personnel, ensuring resource needs were efficiently and effectively utilized
                   and that staff were equipped with the necessary knowledge and resources to accomplish project
                   tasks.

                   Assistant Project Director, New York State Department of Social Services: Coordinated a
                   statewide revenue maximization initiative focused on retroactive claiming of and corrective actions
                   for prospective claiming of Title IV-E and Title IV-A/EAF funds. Worked with state representatives
                   to develop work plans, ensure compliance with federal regulations and prepare claim submissions.
                   Conducted field case reviews identifying Title IV-E and Title IV-A eligibility, gathering supporting
                   documentation, formulating corrective actions for local districts and reviewing service expenditures
                   for retroactive reimbursement.

                   Kinney & Associates, Inc., Troy, NY. 1/95 – 5/97.

                   Associate Director: Developed product lines, marketing strategies and sales proposals including
                   responses to RFP’s. Developed contract budgets, timelines and estimated cash flow. Created
                   marketing materials for regional and national distribution. Responsible for marketing to prospective
                   clients, contract negotiations and developing ongoing client communications.

                   Project Director, New York State Department of Social Services: Responsible for developing
                   and implementing Federal expansion project efforts producing $100 million in gross claims.
                   Coordinated team efforts of ten internal and six sub-contractor staff providing training and
                   operational direction. Developed protocol to be applied for project initiatives. Maintained client
                   communications serving as liaison with state and local representatives.

                   Technical Consultant, New Jersey Hospital Medical Conversion Project: Developed and
                   implemented process for securing Medicaid and/or Medicare funding for bad debt/charity pools.
                   Maintained client communications serving as liaison with state, local and hospital representatives.

                   Cost Management Services, Inc., Moscow, PA. 8/93 – 1/95.

                   Technical Consultant, State of Pennsylvania, Medical Care Conversion Project: Implemented
                   processes for identifying and documenting Title XIX eligible populations for the Deloitte & Touche/CMS
                   Team. Developed protocol and provided training to team members in procuring and evaluating medical
                   records for disabled individuals. Managed quarterly sample review process for preparation of



      Texas Statewide Intake Specialist Job Analysis Proposal                                                   107
    Hornby Zeller Associates, Inc.


                                         KAREN HALLENBECK
                                      Hornby Zeller Associates, Inc.
                 calculated claims. Project efforts generated over $300 million in new federal revenue.

                 New York State Department of Social Services, Albany, NY. 8/81 –12/93.

                 Project Manager, General Assistance Medical Care Conversion Project: Managed statewide
                 project responsible for generating $150 million in Title XIX funds annually. Directed and
                 coordinated regional activities and processes. Served as liaison with local agency representatives.
                 Provided training to state and local representatives. Produced reference manual for identifying and
                 documenting Title XIX eligibility, including protocol for evaluating medical records for disabled
                 individuals and processing claims for federal reimbursement.

                 Project Director, Emergency Assistance to Families (EAF) Statewide Project: Responsible for
                 implementing full utilization of federal claiming capabilities. Coordinated statewide training to local
                 districts including New York City. Assisted in development of system to recover federal funds for
                 General Assistance cash assistance and medical care payments.

SAMPLE           Fulton County Department of Human Resources, Intake and Investigative Training, Atlanta,
PROJECTS         GA: Evaluated the existing organizational structures of intake and investigative case files and
                 provided recommendations for improvement of case file structures. 2008 – 2009.

                 Minnesota Department of Human Services, Division of Child Safety and Permanency, St.
                 Paul, MN: Directed a workload study designed to measure resource need based on the ability of
                 the state and its counties to achieve positive safety and permanency outcomes for children served.
                 Conducted focus groups as part of the development of tasks and definition of case types.
                 Participated in the training of local trainers, supervised the data collection process including
                 development of a web-based tool and coordinated the data analysis, staff projections and analytic
                 tool development. 2008 – 2009.

                 Westchester County Department of Social Services, Workload Study, White Plains, NY:
                 Directed the conduct of a follow-up workload study for the county’s child welfare division.
                 Conducted a series of focus groups as part of the development of an inventory of tasks and
                 definition of case types. Supervised the data collection process, including development of a web-
                 based tool, training of county staff and monitoring of participation. Coordinated the data analysis
                 and staff projections. 2008 – 2009.

                 Oklahoma Legislative Service Bureau, Oklahoma Department of Human Services
                 Performance Audit, Oklahoma City, OK: Managed resources to ensure survey, interview and
                 case reading tools were developed and staff were available to conduct the qualitative and
                 quantitative data collection and analyses of the organizational and management structure of the
                 department especially as it relates to child welfare. Participated in onsite interviews and case
                 record reviews. 2008 – 2009.

                 Connecticut Department of Children and Families, Statewide Assessment of Systems and
                 Services Pertaining to the Sexual and Physical Abuse of Children, Hartford, CT: Supported
                 the project manager in allocating resources to ensure literature reviews were completed, data
                 collection tools were developed, data were collected and analyzed, and reports drafted. Led the
                 review of current service contracts. 2008 – 2009.

                 Wisconsin Division of Children and Family Services, Online Policy Manual, Madison, WI;
                 Managed resources to ensure focus groups were conducted in a timely and quality manner,
                 resources were available and prepared to assist in the drafting of policies using a proposed
                 structure, proposed technical tools were tested and gaps in policies were identified. 2008.




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             Georgia Department of Human Resources, Title IV-E PIP Case Review, Atlanta, GA:
             Performed on-site case reviews to ensure eligibility determinations were correctly made and
             documentation was available in the file folder to support the determination as part of Georgia’s Title
             IV-E Program Improvement Plan. Drafted a report summarizing the review findings, highlighting
             areas of continued improvement. 2008.

             Florida Department of Children and Families, Florida Abuse Hotline Prevention Referrals
             Assessment, Tallahassee, FL: Developed the tool and reference materials for data collection to
             assess whether there was an alternative response to referrals to the Abuse Hotline and what the
             outcomes of those responses were. Provided guidance in the analysis of the data. 2008.


             Virginia Department of Social Services, Workload Management Study Update, Richmond,
             VA: As project manager, led focus group discussions, drafted case type and task code
             documents, ensured timely and quality products and staff allocations for a statewide workload
             measurement study to determine both the time workers have available for case specific work and
             the time required to handle cases according to state and federal policy and procedure. Developed
             the analytic tool for localities and the state to use for measuring future resource need along with
             reference guides for general and administrative users. 2007 – 2008.

             Georgia Department of Human Resources, Title IV-E Penetration Rate Study, Atlanta, GA:
             Developed the case record review tool to determine the accuracy of the state’s IV-E eligibility decisions
             and provided training and onsite support to case reviewers. Interviewed key state representatives in
             claiming practices for maintenance, administration and training expenditures. Researched other state
             practices in maximizing federal revenues and researched federal regulations on key issues affecting
             Georgia, including increased federal support for training activities. Conducted a review of training
             contracts and internal staff training resources to identify opportunities for increased IV-E funding. 2007.

             Georgia Department of Human Resources, Foster Care Needs Assessment, Atlanta, GA:
             Ensured sufficient resources were available to conduct interviews, case record reviews and data
             collection of available resources as part of the needs assessment of foster care placement services for
             Fulton and DeKalb Counties as part of the Kenny A. consent decree. Assisted in the development of
             the data collection tools and participated in the interviews of placement providers to identify needs and
             barriers. Conducted a quality control review of all end products, including the automated ongoing
             monitoring tool. 2007.

             Florida Department of Children and Families, Florida Abuse Hotline Training, Tallahassee,
             FL: Ensured quality assurance of final work products, including assessment of training needs and
             plans, and supervised the development of data collection instruments to ensure they met internal
             staff, management reporting and customer needs. 2006 – 2010.

             Connecticut Judicial Branch, Court Support Services Division and Connecticut Department of
             Children and Families, Service Needs Study for 16 & 17 Year-old Court-involved Youth, Hartford,
             CT: Ensured quality assurance and appropriate allocation of staff resources during the conduct of a
             comprehensive service need study for 16 & 17 year-old court-involved youth. Assisted in the data
             collection of contracted resources. The study analyzed the specific risks, needs and strengths of youth,
             with particular attention to their health and educational needs and compared those needs to existing
             services, resulting in recommendations of services, programs and interventions. 2006 – 2007.

             Alaska Department of Health and Social Services, Division of Public Assistance, Workload
             Analysis, Anchorage, AK: Led a workload study designed to evaluate work flow processes to
             identify potential areas for improved efficiencies, including improved technology resources.
             Participated in a series of focus groups to map work flow processes. Developed an inventory of



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             tasks and a definition of case types for conduct of a time study to determine staffing needs.
             Supervised the entire data collection process, including the development, implementation and use
             of an automated tool by division staff and an automated application for the random moment
             component. Assisted in the development of an automated analytic tool designed to calculate
             resource need. Worked closely with the Division of Public Assistance providing training, ensuring
             timely data collection and responding to questions. 2006.

             Westchester County Department of Social Services, Workload Study, White Plains, NY:
             Directed the conduct of a workload study for the county’s child welfare division. Conducted a
             series of focus groups as part of the development of an inventory of tasks and definition of case
             types. Supervised the data collection process, including development of a web-based tool, training
             of county staff and monitoring of participation. Coordinated the data analysis and staff projections.
             2006.

             Alaska Department of Health and Social Services, Office of Children Services, Statewide
             Workload Study, Juneau, AK: Led the research efforts in the identification of legal and policy
             requirements and best practice standards for a workload study to determine staffing needs based on
             caseload. Developed an inventory of tasks and a definition of case types. Supervised the entire data
             collection process and data analysis. Worked closely with the Office of Children Services staff,
             providing training, ensuring timely data collection and responding to questions. 2005.

             Schuyler Center for Analysis and Advocacy, Data Analysis for the New York Citizen Review
             Panels, Albany, NY: Directed the analysts charged with the responsibility of conducting descriptive,
             performance and outcome analyses for the Citizen Review Panels in their analysis of issues and their
             presentation of findings involving child maltreatment in New York using a series of data files provided to
             the Center by the state’s child welfare agency. Conducted testing of selected system prior to
             implementation to ensure system satisfied user requirements. 2005 – 2006.

             Harborcreek Youth Services, Management Information System, Harborcreek, PA: Assessed
             current processes and workflow to develop a series of system requirements by which available
             case tracking systems will be compared for adaptation to the residential service facility’s case
             management and reporting needs. Selected systems for review which satisfy process and system
             requirements and assisted with the purchase negotiation and implementation. 2004 – 2007.

             Oregon Department of Human Services, Office of Information Services, SACWIS Inventory,
             Salem, OR: Ensured that the inventory of federal and state laws, regulations, policies and
             standards which affect SACWIS systems and their data input and output was complete. Inventory
             was compiled based on SACWIS functional requirements and suggested improvements. 2005.

             New Jersey Department of Human Services, Division of Children, Youth and Families, Analysis
             of State Central Registry Implementation, Trenton, NJ: Coordinated access to documentation of
             calls received by the State Central Registry and provided training and oversight of staff in the review of
             the documentation. Coordinated and participated in the onsite observation phase of calls received by
             the State Central Registry. Coordinated the efforts of data analysis and report writing. 2005.

             Center for Excellence, PCCYFS Outcomes, Erie County, PA: Assisted in the development of a
             data collection and reporting application designed to enable private providers of residential services
             to track the outcomes of youth served. 2004 – 2005.

             Nevada Department of Human Resources, Division of Child and Family Services, Mentee
             Grant, Mentee Sites: Building Analytic Capacity for Child Welfare Programs in the State
             System, Carson City, NV: Coordinated the development of management reporting processes on
             behalf of DCFS to ensure reports were accurate and presented in a quality manner. Provided



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             training to agency staff on the use of management reports to measure compliance with state and
             federal policy requirements. Coordinated on-site visits and quality reviews conducted by Arkansas
             DCFS as the mentor site. 2004.

             Nevada Department of Human Resources, Division of Child and Family Services, Child and
             Family Services Review, Carson City, NV: Coordinated the efforts of project staff to ensure
             deadlines were met as Nevada progressed through its Self-assessment and Onsite Review
             process. Assisted in the training and oversight of a case record review, to be conducted prior to
             the Federal Onsite Review, to identify potential areas of improvement for Nevada. Reviewed all
             materials drafted by staff prior to submission to DCFS. 2003 – 2004.

             Erie County Office of Children and Youth, Quality Assurance, Erie, PA: Coordinated the data
             collection and data analysis for case record reviews and surveys administered by agency staff. 2004 –
             2006.

             Ohio Department of Job and Family Services, Adoption Services Specialized Administrative
             Support Quality Assurance, Columbus, OH: Provided oversight in the design of data collection
             instruments and in the collection of data from the state’s case management information system and the
             analysis of the extracted data to ensure timeliness and quality of adoptive-related services, as part of
             the effort to help the Department of Job and Family Services continue to increase the number of
             adoptions of children in public custody. 2004 – 2007.

             Wisconsin Supreme Court, Reassess State Court Performance in Children in Need of
             Protection or Services Cases, Madison, WI: Conducted court observations and interviews with
             judges, attorneys, caseworkers and others involved in the legal process for the Children’s Court
             Improvement Program (CCIP) to determine the ability of the courts to meet federal and state
             regulations and best practice standards. Reviewed the catalog of federal and state laws and rules
             for their completeness and accuracy as it pertains to the Children’s Court and child welfare.
             Oversaw the development of an automated reporting application which would allow the courts to
             continue to monitor outcomes and performance. 2004.

             New Jersey Department of Human Services, Qualitative Service Reviews, Trenton, NJ:
             Conducted quantitative and qualitative case record reviews to measure the safety, permanence
             and well-being of children in foster care. Provided guidance to the team responsible for
             development of an automated database to enter results and from which results were generated
             through the use of SPSS for ongoing application by the customer. 2003.

             Kansas Department of Social and Rehabilitation Services, Topeka, KS: Provided project guidance
             in the assessment of the validity and reliability of the state’s Risk Assessment tool, based on data
             extracts received from the Department, and served as liaison between state program representatives
             and data analysis team. 2003 – 2004.

             ChildNet-PA: Provided design management, technical assistance and program guidance in the
             development of a SACWIS system for local Children & Youth Service agencies. Provided
             leadership to the quality assurance team in the testing of the functionality of the system, in line with
             system requirements, and worked closely with the developers in the coding of federal- and state-
             guided management reports and AFCARS file production. 2001 – 2009.

             Pennsylvania Department of Public Welfare, Needs-based Planning and Budgeting,
             Harrisburg, PA: Provided project guidance to the local project and analysis team in the review of
             the state’s data collection systems, evaluation methodology and technical assistance offered to
             state program representatives and its local partners. Coordinated the data entry, analysis and
             report writing for the quarterly Quality Services Reviews. Reviewed ad hoc data requests for



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             completeness and accuracy. Provided guidance in the development of documentation to support
             applications and processes used by the analysis team for future replication by the client. Led the
             effort to validate the integrity of the AFCARS files as generated by local agencies and an additional
             effort to augment the qualitative reviews of the AFCARS files beyond that provided by ACF.
             Provided quality reviews of reports used to summarize the results of focus groups and surveys
             administered as part of the Self-Assessment of the second CFSR round. 2001 – 2009.

             Alabama Department of Human Services, Revenue Enhancement/Rate Setting, Montgomery,
             AL: Managed and conducted federal funding research to assist Alabama with its effort to increase
             future federal dollars claimed under Title IV-E and recovered prior state expenditures which were
             eligible for federal funding. 2001 – 2003.

             Maine Department of Health and Human Services and Nevada Department of Human
             Resources, Division of Child and Family Services, Portland, ME: Provided technical
             assistance to the Maine Department of Health and Human Services in claiming Title IV-E funding
             for youth, the Nevada Department of Human Resources in determining Title IV-E eligibility and to
             other states and counties, as necessary. Conducted research on federal funding and provided
             project oversight. 2001 – 2002.

             Pennsylvania Department of Public Welfare, Child and Family Services Review/Program
             Improvement Plan, Harrisburg, PA: Provided project guidance in collection and analysis of
             quantitative and qualitative data for the state’s Child and Family Services Review and Program
             Improvement Plan processes. Oversaw the quality control reviews of automated case record
             review applications developed for use by local reviewer teams. 2002 – 2006.

             Washington Department of Social and Health Services, Children’s Administration, Olympia,
             WA: Provided project direction in an effort to redesign foster care rates for children in basic care
             and with special needs and assisted with the development of an automated system to assign rates
             based on the needs of the child and foster care family. 2001 – 2002.

             Philadelphia Department of Human Services, Children and Youth Division, Philadelphia, PA:
             Supervised all phases of the workload study conducted of the caseloads of child welfare social
             workers. Supervised research of new requirements and practice standards. Formulated lists of
             case types and task codes utilized during the study. 2001.

             Nevada Department of Human Resources, Division of Child and Family Services, Program
             Evaluation and Data Unit, Carson City, NV: Supported the Unit’s Project Manager in the
             coordination of activities and staff assignments ensuring products were produced in a quality and
             timely manner. Conducted quality reviews of reports generated by unit staff from the state’s
             multiple case management information systems. Developed a reference guide for managers,
             supervisors and staff to use when reviewing unit-generated reports which looked at compliance
             rates and outcomes. Oversaw the documentation efforts of the unit in documenting the state’s
             newly developed SACWIS. 2000 – 2004.

             New Jersey Department of Human Services, Division of Mental Health Services, Trenton, NJ:
             Provided project management and oversight in the effort to restructure rates for out-of-home care,
             in conjunction with a simultaneous examination of contracted foster care. 2000 – 2001.

             Colorado Department of Human Services, Medicaid Workload Study, Denver, CO: Managed
             statewide workload measures study, monitored completion of all processes, sample selection from the
             state’s management information system, data collection and deliverables. Coordinated focus groups
             and statewide training of time study and random moment survey participants. Provided guidance in the
             development of an automated application used in the conduct of a random moment survey. 2000 –



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             2001.

             New Jersey Department of Human Services, Shelter Care Rate Setting, Trenton, NJ:
             Provided project direction in the development of a revised cost setting structure for foster care
             children in shelter care. Coordinated access to cost reports and data files for analysis of utilization.
             2000.

             Virginia Department of Social Services, Workload Measurement Study, Richmond, VA:
             Coordinated development of criteria for conduct of time study, monitored data collection and
             database management and provided support in the analysis of the time study results. 1999 –
             2000.

             Colorado Department of Human Services, Title IV-E Revenue Enhancement, Denver, CO:
             Developed curriculum for training local district staff in conduct of activities enhancing Title IV-E
             revenues through improved eligibility determination process. 1999.

             Montana Department of Public Health and Human Services, Evaluation of Regional
             Differences, Helena, MT: Coordinated the various phases of the evaluation process from
             conducting the interviews, to data analysis, to on-line case review access. Maintained contact with
             state representatives to gain access to all relevant materials, ensuring data gathering was
             complete and accurate. 1999.

             Arkansas Department of Health and Human Services, Quality Assurance Unit, Little Rock,
             AR: Supported the Quality Assurance Unit Project Manager in the coordination of activities and
             staff assignments, ensuring products were produced in a quality and timely manner. Coordinated
             internal quality control mechanisms between two offices used to verify accuracy of data analysis,
             including reports generated from extracts of the state’s SACWIS. Maintained contact with state
             representatives to ensure Unit consistently met its objectives and developed corrective action
             strategies as needed. 1998 – 2007.

             Ohio Department of Job and Family Services, AdoptOHIO, Columbus, OH: Developed
             strategies and operational processes for evaluating performance and outcome measures
             identifying successes and opportunities for enhancement in increasing the number of children
             adopted who are in public custody. Oversaw the analysis of the state’s case management
             information data to measure outcomes and performance. Assisted in the development and
             installation of an automated tracking system used by public and private agencies. Met with state
             representatives and other vendors to coordinate activities and evaluate the effectiveness of each.
             1998 – 2001.

             California Department of Education, Quality Improvement Project, Sacramento, CA:
             Coordinated the evaluation of nine programs, assisted staff in the development of evaluation
             strategies, data collection tools and processes for gathering and analyzing information. 1998 –
             2001.

             Pennsylvania Department of Public Welfare, Results-based Management, Harrisburg, PA:
             Identified performance and outcome measure reporting needs for local and state child welfare offices,
             developed report formats while identifying data needed to produce the reports. Provided training and
             technical assistance to local representatives in producing and understanding “Results Based
             Management” reports and in using the Pennsylvania Automated Child Welfare Information System.
             1998 – 2000.

             Illinois Department of Children and Family Services, Front-end Redesign, Springfield, IL:
             Coordinated the evaluation strategies employed to measure the impact of the pilot redesign models.



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                 Assisted with tool development, conduct of the case reading and process for data entry of results.
                 Supported analysis of state data files and case review results. Provided guidance to staff drafting
                 interim and final reports. 1998 – 1999.

                 Montana Department of Public Health and Human Services, Time Study and Workload
                 Measurement, Helena, MT: Developed the tools for measuring case and worker activities.
                 Prepared training materials for statewide instruction by state representatives on the use and
                 completion of the data gathering instruments. Coordinated the gathering and data entry of the
                 instruments, worked closely with state representatives to ensure results were complete and
                 accurate. 1998 – 1999.

                 Ohio Department of Job and Family Services, Ohio Needs Assessment, Columbus, OH:
                 Coordinated and monitored data collection activities ranging from case record reviews to interviews
                 with caseworkers, providers and clients, to assessments of available resources for child welfare
                 families on a statewide basis based on interviews and surveys of public and private providers.
                 1998.

                 Nevada Department of Human Resources, Division of Child and Family Services, Time
                 Study and Workload Measurement, Carson City, NV: Assisted in the development of the tools
                 for measuring case and worker activities. Provided statewide training on the use and completion of
                 the data gathering instruments, worked closely with state representatives to ensure a complete and
                 accurate evaluation. Coordinated the receipt of time study instruments for data analysis. 1998.

EDUCATION        B.S., Siena College, Albany, NY, 1981




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                                                 KRISTY DANIELI
                                            Hornby Zeller Associates, Inc.
                                                                            Quality Assurance
   48 Fourth St.     75 South Houcks Rd.         2003 Apalachee Pkwy.
                                                                                  WS#5172                 373 Broadway
     Suite 300             Suite 201                    Suite 106
                                                                         PO Box 1437, Slot # S570   South Portland, ME 04106
  Troy, NY 12180     Harrisburg, PA 17109        Tallahassee, FL 32301
                                                                          Little Rock, AR 72203          (207) 773-9529
  (518) 273-1614        (717) 540-7740               (850) 877-9909
                                                                               (501) 682-7931

EXPERIENCE         Data Programmer, Hornby Zeller Associates, Inc. Management consulting firm specializing in
                   child welfare, juvenile justice, corrections, mental health and public assistance (see Sample
                   Projects below). 11/03 – Present.

                   Computer Science I Teaching Assistant, Rensselaer Polytechnic Institute, Troy, NY:
                   Instructed beginning students on the theory of programming. Debugged and critiqued students’
                   C++ programs. 8/01 – 5/03.

                   Exploiting the Information World Teacher’s Assistance, Rensselaer Polytechnic Institute,
                   Troy, NY: Instructed students on several web-based languages. Assisted students to set up
                   personal web servers. Debugged students’ perl, asp and javascript programs. 8/02 – 12/02.

                   Environmental Engineer Technician, Plasmaco, Inc., Highland, NY: Designed three
                   environmental databases using Access. Assisted completion of environmental reports. 6/00 –
                   12/01.

SAMPLE             Minnesota Department of Human Services, Division of Child Safety and Permanency, St.
PROJECTS           Paul, MN: Participated in a workload study designed to measure resource need based on the
                   ability of the state and its counties to achieve positive safety and permanency outcomes for
                   children served. Developed the web-based tools and monitored participation. Assisted with the
                   sample selection of random moments and cases as well as the analytic tool development. 2008 –
                   2009.

                   Westchester County Department of Social Services, Workload Study, White Plains, NY:
                   Developed a web-based tool and database to collect random moment survey responses. Assisted
                   with the sample selection and analysis of time available for staff to perform case specific work.
                   2008 – 2009.

                   Georgia Department of Human Resources, Title IV-E PIP Case Review, Atlanta, GA:
                   Participated in the on-site case reviews of Title IV-E eligibility cases to ensure determinations were
                   correctly made and documentation was available in the file folder to support the determination as
                   part of Georgia’s Title IV-E Program Improvement Plan goals. 2008.

                   Florida Department of Children and Families, Florida Abuse Hotline Prevention Referrals
                   Assessment, Tallahassee, FL: Analyzed data collected to assess whether there was an
                   alternative response to referrals to the Abuse Hotline and what the outcomes of those responses
                   were. 2008.

                   North Carolina Judicial Department, Juvenile Court Assessment, Raleigh, NC: Conducted
                   case record reviews to determine the courts’ adherence to federal and state interstate placement of
                   children policy and inclusion of out-of-state participants. 2008.

                   Virginia Department of Social Services, Workload Management Study Update, Richmond,
                   VA: Utilized ASP.Net to create a web-based tool to collect participant case and time sheet data;
                   created and maintained a web-based tool for collecting random moment survey data; recorded
                   random moment survey responses into the web-based tool; produced management reports for



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             project managers and local coordinators to use to measure rates of participation; and conducted
             the data analysis to determine how much time caseworkers, supervisors and support staff have
             available to perform case work. 2007 – 2008.

             Georgia Department of Human Resources, Foster Care Needs Assessment, Atlanta, GA:
             Utilized ASP.Net to create a web-based data collection tool for locating foster care placements;
             created a database for collecting foster home data; and conducted a case record review for a
             needs assessment of foster care placement services for Fulton and DeKalb Counties, in light of the
             Kenney A. Consent Decree. 2007.

             Florida Department of Children and Families, Florida Abuse Hotline Training, Tallahassee,
             FL: Designed, created and debugged databases in support of an ongoing training project for the
             Florida Abuse Hotline. 2006 – 2010.

             Connecticut Judicial Branch, Court Support Services Division and Connecticut Department
             of Children and Families, Service Needs Study for 16 & 17 Year-old Court-involved Youth,
             Hartford, CT: Collected data from a variety of state systems and designed and created databases
             to enable the collection of data for analysis during the conduct of a comprehensive service need
             study for 16 & 17 year-old court-involved youth. 2006 – 2007.

             Westchester County Department of Social Services, Child Welfare Division, Workload Study,
             White Plains, NY: Developed a web-based data collection tool by which local caseworkers and
             supervisors reported the activities they completed, in 15-minute increments, for each day of the
             workload study. Tool was developed with administrative features, accessed by password, which
             allowed administrators to add new workload participants and update password information.
             Documentation of the tool and user reference guides were developed for ongoing use. 2006.

             Florida Department of Children and Families, Quality Assurance Services for the Florida
             Abuse Hotline, Tallahassee, FL: As part of the effort to monitor and review the quality of intake
             and assessment activities at the Florida Abuse Hotline, designed and created an Excel workbook
             for data entry and an Access database for data entry and report generation. 2005 – 2008.

             New Jersey Department of Human Services, Division of Youth and Family Services, Quality
             Assurance to New Jersey's State Central Registry, Trenton, NJ: Conducted on-site reviews of
             abuse and neglect calls to determine whether the people taking the calls and dispatching
             information to the field for child abuse investigations were operating within legal and best practice
             guidelines. Listened to taped calls and completed a review instrument, recording judgments and
             making recommendations about the call screeners. 2005 – 2006.

             Alaska Department of Health and Social Services, Office of Children’s Services, Statewide
             Workload Study, Juneau, AK: Participated in the conduct of the random moment survey of child
             welfare workers involved in intake, investigation, case management of in-home and foster care
             services, and foster care licensing to measure the time it takes to work on a case in a quality
             manner and the time workers have available to devote to case practice. 2005.

             Harborcreek Youth Services, Management Information System, Harborcreek, PA: For a
             project involving an assessment of the Residential Services Program’s case tracking needs and
             selection of a case tracking system which would enable workers to perform efficiently, create
             quality documentation and ensure Title XIX requirements are met, created an Excel spreadsheet
             for tracking quarterly reports; created an Access-based application for tabulating and graphing
             information recorded into the spreadsheet; designed and created a web-based interface in ASP
             based on the application; recorded client, intake and quarterly report outcome data; designed
             reports based on the face sheet, child welfare, mental health and juvenile justice data; and



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             designed individual client reports to review most recent data entered on any client. 2004 – 2007.

             Ohio Department of Job and Family Services, Adoption Services Specialized Administrative
             Support Quality Assurance, Columbus, OH: As part of the effort to help the Department of Job and
             Family Services continue to increase the number of adoptions of children in public custody, a database
             was created for collecting data from the Franklin County Parent Surveys to measure the impact of an
             adoption incentive program. Designed a reporting capacity to measure the timeliness of achieving
             termination of parental rights for foster care children with a goal of adoption. 2004 – 2007.

             New Jersey Department of Human Services, Division of Youth and Family Services,
             Restructure DYFS Policies, Trenton, NJ: In the effort to implement A New Beginning: The
             Future of Child Welfare in New Jersey, organized the new policy outline, determined appropriate
             placement of old policy sections within the new policy outline and automated a method for
             reorganizing policy sections on an html page. 2004 – 2005.

             New Jersey Department of Human Services, Division of Youth and Family Services,
             Analysis of State Central Registry Implementation, Trenton, NJ: Conducted a review of
             standardized logs of reports of child abuse and neglect received at the statewide child abuse
             hotline for the purposes of evaluating the appropriateness and accuracy of agency response to
             calls of alleged abuse and/or neglect. Compared individual report information with agency
             regulations and definitions to make recommendations on the appropriateness of agency
             responses. 2004 – 2005.

             University of Pittsburgh, Center for Excellence, Pittsburgh, PA: Created an automated tool for
             residential treatment programs to use to measure outcomes in providing services to children
             referred by child welfare, mental health and juvenile justice agencies. An input system was created
             as well as a reporting system by which trends in children and agencies served and outcome
             measures could be auto-generated in table and graph format. 2004.

             Wisconsin Supreme Court, Reassess State Court Performance of Children in Need of
             Protection or Services Cases, Madison, WI: Created an application to view and print reports
             based on the data found in the state’s court tracking system. Reports included characteristics of
             children in need of protection and services cases served by the courts, timeliness of the courts in
             processing child welfare-related investigations and custody hearings, ability of the court to meet the
             children’s needs of safety and permanency, and ability of the court to meet federal and state
             requirements. 2004.

             Arkansas Department of Health and Human Services, Division of Children and Family Services,
             Adoption Services Coalitions, Little Rock, AR: Wrote a script to divide data fields for the
             project’s effort to develop and support Adoption Services Coalitions using the Adoption Services
             Coalitions Model as a model to evaluate how to involve communities in the recruitment and
             retention of adoptive parents for children in foster care. 2003 – 2008.

             Pennsylvania Department of Public Welfare, Child and Family Services Review Program
             Improvement Plan, Harrisburg, PA.: Provided assistance in refining a database with Visual
             Basic programming issues to measure a county’s ability to satisfy the 23 items used to measure
             federal compliance in terms of safety, permanency and well-being of the Commonwealth’s initiative
             to engage counties in contributing to the statewide Performance Improvement Plan goals. 2003 –
             2006.

             ChildNet-PA: Developed a process to convert data from a county’s existing tracking systems of
             reports of abuse and/or neglect and children in foster care for import into a single case tracking
             system. 2003 – 2009.



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                   New Jersey Department of Human Services, Qualitative Services Review, Trenton, NJ: In an
                   effort to help the Division prepare for its CFSR and determine if cases were being handled in a
                   manner that constitutes quality casework, created a perl script to split raw data files into separate
                   text files by table and imported text files into Access. 2003.

                   Maine Department of Health and Human Services, Center for Disease Control, Healthy
                   Families Program Evaluation, Augusta, ME: Created a mechanism by which data from
                   individual Healthy Families programs could be combined for statewide reporting. Assisted in the
                   development of the Utility Program which allows local programs to edit and delete events and
                   cases, transfer cases between programs and generate reports which describe family and child
                   characteristics, as well as performance. Adjusted the front end of the system to better meet the
                   client’s needs. Provided support to the Help Desk staff and client users in terms of system
                   functionality and report generation. Converted the Access-based application to a web-based
                   application using .NET for the front-end and SQL for the back-end. 2003 – 2009.

                   Pennsylvania Department of Public Welfare, Technical Assistance, Training and Staff
                   Support for Needs-based Planning and Budgeting, Harrisburg, PA: Participated in the
                   development of a Needs-based Plan and Budget database application for use by county Children
                   and Youth agencies to report fiscal and program data as part of the annual budget cycle. Created
                   a second system by which budget requests for additional funding would capture data to measure
                   the intended purpose of the request in terms of providing for the safety, permanency and well-being
                   of the children and families. Participated in the analysis of focus groups conducted as part of the
                   self-assessment for the second round of Child and Family Services Reviews. Assisted in the
                   identification of key highlights in regard to safety, permanency and CFSR measure performance on a
                   county-by-county basis as part of the production of semi-annual county packages. 2003 – 2009.

EDUCATION          M.S., Computer Science, Rensselaer Polytechnic Institute, Troy, NY, 2003
                   B.S., Environmental Engineering, Rensselaer Polytechnic Institute, Troy, NY, 2001

SPECIAL        Tau Beta Pi, Dean’s List, National Honor Society, Unsung Heroes
QUALIFICATIONS
AND
RECOGNITIONS

TECHNICAL          C/C++ programming, Perl, Access, MySQL, Oracle, Java, HTML, asp, xml, Word processing,
SKILLS             Spreadsheets, Windows, Unix.




      Texas Statewide Intake Specialist Job Analysis Proposal                                                118
      Hornby Zeller Associates, Inc.




                                        CHRISTOPHER L. WILLIAMSON
                                         Hornby Zeller Associates, Inc.
                                                                             Quality Assurance
   48 Fourth St.     75 South Houcks Rd.       2003 Apalachee Pkwy.
                                                                                   WS#5172                 373 Broadway
     Suite 300             Suite 201                  Suite 106
                                                                          PO Box 1437, Slot # S570   South Portland, ME 04106
  Troy, NY 12180     Harrisburg, PA 17109      Tallahassee, FL 32301
                                                                           Little Rock, AR 72203          (207) 773-9529
  (518) 273-1614        (717) 540-7740             (850) 877-9909
                                                                                (501) 682-7931

EXPERIENCE          Trainer, Hornby Zeller Associates, Inc. Management consulting firm specializing in child
                    welfare, juvenile justice, mental health and public assistance see Sample Projects below). 12/06
                    – Present.

                    Abuse Registry Counselor/Training Specialist, Florida Department of Children and
                    Families, Tallahassee, FL: Responsible for designing, developing, preparing and conducting
                    Florida Abuse Hotline pre-service trainings, and/or in-service training classes. Regularly monitored
                    and updated Florida Abuse Hotline training curriculum and materials; trained appropriate hotline
                    staff to ensure compliance with changes in Florida Statute and Florida Administrative Code,
                    Family Safety, Adult Protective Services and Florida Abuse Hotline policies, procedures,
                    guidelines, and/or technical enhancements; and conducted certification of hotline staff. 2003 –
                    2006.

                    Abuse Registry Counselor Supervisor, Florida Department of Children and Families,
                    Tallahassee, FL: Responsible for supervising counselors at the Florida Abuse Hotline.
                    Evaluated staff performance, conducted statistical analysis of unit performance, provided
                    individualized coaching and unit feedback by monitoring calls, gathering statistical information and
                    providing unit training. As a supervisor, performed needs assessments within my unit. Based on
                    these assessments, created and provided on-going training for members of the unit. Utilized
                    required knowledge of Florida Statutes, Chapters 39 and 415, administrative codes, various
                    department and agency operating procedures with regard to the abuse of children and vulnerable
                    adults, as well as those that define personnel rules for the department to perform duties. Involved
                    in the ongoing process of hotline staff certification, providing mentoring to certified staff as well as
                    staff preparing for certification. 2001 – 2003.

                    Abuse Registry Counselor, Florida Department of Children and Families, Tallahassee, FL:
                    Responsible for receiving and assessing information provided to the Florida Abuse Hotline,
                    concerning the abuse or neglect of children; and the abuse, neglect, or exploitation of elderly
                    persons or disabled adults, as mandated in chapters 39 and 415 of the Florida Statutes. Utilized
                    accurate typing skills, knowledge of several databases, including FAHIS, HSn, ASKSAM, and
                    PhoeniX, the ability to interview and strategize questions, and to communicate with a vast array of
                    people over the telephone, sometimes in a crisis situation. Developed exceptional critical thinking
                    skills and analysis; as well as excellent written and oral communication skills. Performed the
                    duties as the Acting Supervisor for the unit in which I was assigned. 1999 – 2001.

                    Group Treatment Leader/Case Manager, Jackson Juvenile Offender Correction Center,
                    Marianna, FL: Provided direct care, supervision, and counseling to youths. Completed all
                    assigned reports as required. Trained and assisted youths in the development of social and daily
                    living skills by creating an individual training plan with each client. Provided individual feedback to
                    each client in order to monitor their progress. Facilitated therapeutic group sessions. Reported
                    individual progress to parents, juvenile probation officers and judges. Relying on my excellent
                    writing skills, I was able to tailor the report to the target audience. 1998 – 1999.

                    Instructional Aide, Sealy Elementary School, Tallahassee, FL: Worked alongside a teacher in
                    an Exceptional Student Education (ESE) classroom. Assisted in teaching children with emotional


      Texas Statewide Intake Specialist Job Analysis Proposal                                                    119
     Hornby Zeller Associates, Inc.


                                      CHRISTOPHER L. WILLIAMSON
                                       Hornby Zeller Associates, Inc.
                   and behavioral problems with their educational development. Provided a safe environment for
                   learning by utilizing Targeted Aggression Control Techniques (T.A.C.T). Displayed role model
                   posture at all times. 1997.

                   Group Team Leader. Regional Adolescent Female Treatment Center, Woodville, FL:
                   Provided direct care, supervision, and counseling to youths. Responsible for motivating youths to
                   participate in daily scheduled activities. Attained knowledge of the behavior management system,
                   facilitated various therapeutic groups for clients and utilized Crisis Intervention Physical
                   Techniques (C.I.T.), to prevent youths from escaping, harming themselves and others, as well as
                   property damage or disruption. 1996 – 1998.

SAMPLE             Trainer, Training Services for the Department of Children and Families Florida Abuse
PROJECTS           Hotline, Tallahassee, FL: Provide on-site training to call-takers at the Florida Abuse Hotline.
                   2006 – 2009.

                   Florida Department of Children and Families, Florida Abuse Hotline Prevention Referrals
                   Assessment, Tallahassee, FL: Conducted case reviews to assess whether there was an
                   alternative response to referrals to the Abuse Hotline and what the outcomes of those responses
                   were. 2008.

EDUCATION          B.A., Criminal Justice, Florida A&M University, Tallahassee, FL, 1996

CERTIFICATIONS     Professional Trainer, Office of the Secretary Education and Training, DCF.Certified Florida Abuse
                   Hotline Professional.

                   Trained and certified in FCIC/NCIC/CJIS systems, Use of Force, Crisis Intervention Techniques
                   (C.I.T.) and Targeted Aggression Control Training (T.A.C.T.).

PROFESSIONAL       Essential Training Skills, Instructional Design for new Designers, Human Resource Performance
DEVELOPMENT        Management training and Supervisory Skills training.

TECHNICAL          Home Safenet, PhoeniX data base, Ultra, Vital Statistics, Microsoft Word, Excel, Lotus Notes and
SKILLS             internet research.




     Texas Statewide Intake Specialist Job Analysis Proposal                                                120
      Hornby Zeller Associates, Inc.




                                                ALEXIS A. WILMOT
                                            Hornby Zeller Associates, Inc.
                                                                            Quality Assurance
   48 Fourth St.     75 South Houcks Rd.         2003 Apalachee Pkwy.
                                                                                  WS#5172                 373 Broadway
     Suite 300             Suite 201                    Suite 106
                                                                         PO Box 1437, Slot # S570   South Portland, ME 04106
  Troy, NY 12180     Harrisburg, PA 17109        Tallahassee, FL 32301
                                                                          Little Rock, AR 72203          (207) 773-9529
  (518) 273-1614        (717) 540-7740               (850) 877-9909
                                                                               (501) 682-7931

EXPERIENCE          Training Specialist, Hornby Zeller Associates, Inc. Management consulting firm specializing in
                    child welfare, juvenile justice, mental health, and public assistance (see Sample Projects below).
                    06/08-Present

                    Abuse Registry Counselor, Department of Children and Families: Florida Abuse Registry,
                    Tallahassee, FL: Participated in the intake of all forms of allegations pertaining to abuse, neglect,
                    or abandonment of children and vulnerable adults. Provided referral and assistance to victims to
                    appropriate venues. Acted as liaison between field staff and supervisors in both the private and
                    public sector. 2005 – 2008.

                    Group Therapy Facilitator, Florida State University, Tallahassee, FL: Participated through
                    Florida State University in the facilitation of group therapy sessions with inmates who were victims
                    of abuse. Developed training materials and generated reports while observing treatment sessions.
                    2004 – 2004.

                    Administrative Assistant, Tallahassee Police Department: Criminal Investigation Division,
                    Tallahassee, FL: Provided technical and clerical support to division commander and to primary
                    investigative units. Performed data entry and logged information from the courts. 2002 – 2003.

SAMPLE              Trainer, Training Services for the Department of Children and Families Florida Abuse
PROJECTS            Hotline, Tallahassee, FL: Provide on-site training to call-takers at the Florida Abuse Hotline.
                    2008 – 2009.

EDUCATION           M.A. International Affairs, Florida State University, Tallahassee, FL, 2008
                    B.S. Criminology/Criminal Justice, Florida State University, Tallahassee, FL, 2004




      Texas Statewide Intake Specialist Job Analysis Proposal                                                   121
      Hornby Zeller Associates, Inc.




                                                   KEVIN ZACKS
                                            Hornby Zeller Associates, Inc.
                                                                            Quality Assurance
   48 Fourth St.     75 South Houcks Rd.         2003 Apalachee Pkwy.
                                                                                  WS#5172                 373 Broadway
     Suite 300             Suite 201                    Suite 106
                                                                         PO Box 1437, Slot # S570   South Portland, ME 04106
  Troy, NY 12180     Harrisburg, PA 17109        Tallahassee, FL 32301
                                                                          Little Rock, AR 72203          (207) 773-9529
  (518) 273-1614        (717) 540-7740               (850) 877-9909
                                                                               (501) 682-7931

EXPERIENCE           Manager, Hornby Zeller Associates, Inc. Management consulting firm specializing in child
                     welfare, juvenile justice, mental health and public assistance
                     (see Sample Projects below). 4/04 – Present.

                     Program Specialist, CSR, Incorporated, Arlington, VA: Worked on Research and Evaluation
                     Technical Assistance (RETA) contract with the U.S. National Institute of Justice. Analyzed data
                     and prepared reports in response to various ad hoc requests from federal agencies. Assisted
                     other departments within the company with writing grant applications for government funding.
                     Coordinated peer reviews of NIJ grant reports, peer review panel and meetings of 5-130
                     attendees. 2/00 – 4/04.

                     Field Account Manager, Beaulieu of America, Dalton, GA: Worked on the largest account for
                     the world’s largest carpet manufacturer. Provided field support for client locations, resolved
                     claims and provided training for employees. Arranged product knowledge certification classes,
                     ranging in length from 30-minute to eight-hour sessions. Sessions involved the education and
                     testing of one to thirty participants from locations across the PA/NJ/NY/CT region. 10/97 –
                     12/99.

SAMPLE               Georgia Department of Human Resources, Title IV-E PIP Case Review, Atlanta, GA:
PROJECTS             Participated in on-site case reviews of Title IV-E eligibility cases to ensure determinations were
                     correctly made and documentation was available in the file folder to support the determination as
                     part of Georgia’s Title IV-E Program Improvement Plan. 2008.

                     North Carolina Judicial Department, Juvenile Court Assessment, Raleigh, NC: Participated
                     in case file reviews and interviews of key stakeholders to collect data on the effectiveness of the
                     interstate placement of children and involvement of out-of-state participants in the court process.
                     2008.

                     Georgia Department of Human Resources, Foster Care Needs Assessment, Atlanta, GA:
                     As project manager of a needs assessment of foster care placement services for Fulton and
                     DeKalb Counties, led the development of a case reading tool to identify the placement needs of
                     children placed into substitute care and an instrument to quantify the availability of resources.
                     Conducted a series of interviews with placement providers to identify needs and barriers.
                     Participated in data analyses used to identify gaps in service needs. Developed the conceptual
                     model for development of an automated ongoing monitoring tool. 2007.

                     Virginia Department of Social Services, Workload Management Study Update, Richmond,
                     VA: Led focus group discussions and group training sessions for a statewide workload
                     measurement study to determine both the time workers have available for case specific work and
                     the time required to handle cases according to state and federal policy and procedure. 2007 –
                     2008.

                     Connecticut Judicial Branch, Court Support Services Division and Connecticut
                     Department of Children and Families, Service Needs Study for 16 & 17 Year-old Court-
                     involved Youth, Hartford, CT: Conducted interviews of agency staff and service providers, and


      Texas Statewide Intake Specialist Job Analysis Proposal                                                   122
Hornby Zeller Associates, Inc.


                                        KEVIN ZACKS
                                 Hornby Zeller Associates, Inc.
               coordinated the collection of case reading data for the conduct of a comprehensive service need
               study for 16 & 17 year-old court-involved youth. The study analyzed the specific risks, needs
               and strengths of youth, with particular attention to their health and educational needs and
               compared those needs to existing services, resulting in recommendations of services, programs
               and interventions. 2006 – 2007.

               ChildNet-PA: Trained county Children & Youth Service agencies on the use of the ChildNet-PA
               case management software program. Provided technical assistance to local users and served
               as liaison between client agencies and development/support teams. Developed automated
               sequences to convert data from prior systems to ChildNet, conducted verification and integrity
               tests to ensure the quality of the data and to eliminate potential navigation conflicts. Provided
               ongoing support to client agencies to ensure consistency and validity of data across release
               cycles, and to ensure the system and data are compliant with state and federal standards. Led
               an integral portion of the testing efforts for ongoing software releases. Led the development of
               data quality checks of AFCARS files, as those prescribed by ACF as well as augmented data
               integrity checks developed by the state in conjunction with HZA. Developed and coded the
               syntax needed for additional management reporting and for inclusion of system enhancements.
               2004 – 2009.

               DataMax for ChildNet-PA: Developed and implemented a supplemental reporting tool to
               extend the functionality of the ChildNet-PA tool for local users in measuring safety, permanence
               and well-being of clients served. Provided updates as new releases of ChildNet-PA were
               distributed. 2005 – 2009.

               DataMax: Developed and implemented a reporting tool for child welfare agencies to use to assist
               with outcome and performance reporting. Created the data structure, which was largely based
               on AFCARS and NCANDS data structures, navigation code and outcome/performance reporting
               sequences. Drafted documentation of the system and user reference materials. 2004 – 2005.

               Pennsylvania Department of Public Welfare, Technical Assistance, Training and Staff
               Support for Needs-based Planning and Budgeting, Harrisburg, PA: Project manager
               responsible for the development of automated processes for updating data files into a data
               warehouse and automating the analysis of child welfare, foster care and other data sources for 67
               counties designed to create semi-annual data packages. Automated the production of the county,
               region and statewide semi-annual data packages. Updated the semi-annual data packages for
               inclusion of the new CFSR measures. Participated in trainings of local representatives on the use
               and interpretation of data as a management monitoring and program development tool. Researched
               and responded to data quality questions and provided ad hoc data analysis for OCYF staff and
               county agencies. Participated in CFSR planning meetings. Conducted data analysis of quarterly
               Quality Services Reviews and drafted reports to identify progress toward Program Improvement Plan
               goals. 2002 – 2009.

               Ohio Department of Job and Family Services, Adoption Services Specialized
               Administrative Support Quality Assurance, Columbus, OH: As part of the effort to help the
               Department of Job and Family Services continue to increase the number of adoptions of children
               in public custody, developed and implemented programming to parse, analyze and summarize
               data from 88 counties, as well as automate the creation of reports based on the data. Developed
               revised automated data analysis routines to reflect changes in statewide data sources based on
               implementation of the state’s SACWIS. 2004 – 2007.

               Maine Department of Health and Human Services, Strategic Prevention Framework State
               Incentive Grant, Augusta, ME: For the state, community and program-level evaluation of Maine’s
               Strategic Prevention Framework State Incentive Grant, conducted stakeholder interviews, inventoried



Texas Statewide Intake Specialist Job Analysis Proposal                                                123
    Hornby Zeller Associates, Inc.


                                             KEVIN ZACKS
                                      Hornby Zeller Associates, Inc.
                   data sources and analyzed state-level data in order to identify at-risk populations to be targeted by
                   state grants. 2005 – 2009.

                   Erie County Office of Children and Youth, Quality Assurance, Erie, PA: Conducted on-site
                   reviews of agency case management decisions and decision-making processes to determine
                   whether the criteria that are used to determine whether a case should be closed were
                   appropriate. Evaluated case documentation and conducted staff interviews. 2004 – 2006.

                   New Jersey Department of Human Services, Division of Youth and Family Services,
                   Quality Assurance to New Jersey's State Central Registry, Trenton, NJ: Conducted on-site
                   reviews of abuse and neglect calls to determine whether the people taking the calls and
                   dispatching information to the field for child abuse investigations were operating within legal and
                   best practice guidelines. Listened to taped calls and completed a review instrument, recording
                   judgments and making recommendations about the call screeners. 2005 – 2006.

                   Alaska Department of Health and Social Services, Office of Children’s Services, Workload
                   Study, Juneau, AK: Participated in the conduct of the random moment survey of child welfare
                   workers involved in intake, investigation, case management of in-home and foster care services,
                   and foster care licensing to measure the time it takes to work on a case in a quality manner and
                   the time workers have available to devote to case practice. 2005.

                   Oregon Child Welfare Law, Policy and Practice Inventory for the Statewide Automated Child
                   Welfare Information System (SACWIS) Project, Salem, OR: Conducted a review and inventory of
                   applicable federal and state laws, regulations, policies, procedures and practices as part of a three-
                   phase plan by the State of Oregon to develop a new SACWIS. Compiled the inventory based on
                   SACWIS functional requirements. Developed code to automate the final formatting of the inventory
                   files. 2005.

                   New Jersey Department of Human Services, Division of Children, Youth and Families,
                   Analysis of State Central Registry Implementation, Trenton, NJ: Participated in an on-site
                   review of live calls and conducted a paper review of standardized logs of reports of child abuse
                   and neglect received at the State Central Registry for the purposes of evaluating the
                   appropriateness and accuracy of agency response to calls of alleged abuse and/or neglect.
                   Compared individual report information with agency regulations and definitions to make
                   recommendations on the appropriateness of agency responses. 2005.

                   Co-Occurring Collaborative of Southern Maine (CCSME), Program Evaluation, Portland,
                   ME: Developed schema to allow for routine parsing, analysis and output of program-specific
                   data for an evaluation design, data collection and data analysis and reporting project. 2004 –
                   2006.

                   Harborcreek Youth Services, Management Information System, Harborcreek, PA: For a
                   project involving an assessment of the Residential Services Program’s case tracking needs and
                   selection of a case tracking system which would enable workers to perform efficiently, created
                   quality documentation and ensured Title XIX requirements were met, inventoried data collection
                   tools, conducted stakeholder interviews and developed a comprehensive list of client data
                   requirements for the assessment of the case tracking needs of the behavioral residential services
                   program. 2004 – 2007.

EDUCATION          B.S., Political Science and B.S., Economics, University of Houston, Houston, TX, 1997

TECHNICAL          SQL Server, Access, Visual Basic, Perl, ASP, PHP, SPSS, SAS and database design and
SKILLS             administration.



    Texas Statewide Intake Specialist Job Analysis Proposal                                                     124
Hornby Zeller Associates, Inc.




Texas Statewide Intake Specialist Job Analysis Proposal   125

				
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