Whitney Webber, M.S.

Performance management in a local health

department: Reflections on the first year of

implementation

Performance Improvement Manager

Santa Clara County Public Health Department

Learning Objectives2

Objective 1: Describe a 6-month collaborative process for defining performance measures

Objective 2: Demonstrate 5 resources that have been helpful in performance management work

Objective 3: Illustrate a unique framework for implementing a performance management plan

Objective 4: Share 3 innovative strategies for overcoming challenges to and gaining employee buy-in in performance management work

Objective 1: Process

Staff engagement (9.1.1)

Implement PM system (9.1.2)

Customer satisfaction (9.1.4)

Develop measures (9.1.3)

Staff development (9.1.5)

May June July Aug Sept Oct

QI team charter

Leadership orientations

QI Champions

Quality in Daily Work

Department measures

PM basics

PM/QI policy

Developing MeasuresCustomer surveys

Measures submitted

Objective 2: Resources

Trainings and technical assistance (NACCHO Speakers Bureau of Accreditation; Public Health Improvement Training, 2014; Public Health Institute; CalPIM Network; NACCHO’s Big Cities Community of Practice)

Performance management database examples (Columbus Public Health; WA DOH; LADPH)

Peer-reviewed literature (Journal of Public Health and Management Practice)

Websites (Minnesota Department of Public Health Office of Performance Improvement; NNPHI Performance Improvement Toolkit)

Webinars (NNPHI; PHQIX; NACCHO; Washington State Performance Management Centers for Excellence)

Objective 3: Framework

We utilize a database to automate tracking of performance measures. Performance measures are developed at two levels: department and program.

Objective 4: Strategies* by Building Block**

(Phases I to III)

Leadership commitment Dedicate resources to QI

Employee empowerment Recruit QI champions Train staff Counter staff resistance

QI infrastructure Create a QI Council Establish a PM plan Draft a QI plan

*National Association of County and City Health Officials. Roadmap to a Culture of Quality Improvement. Retrieved from http://qiroadmap.org/. **Jack Moran and Bill Riley. Building Blocks of a Quality Culture.