Commonwealth Office of the Ombudsman

Division of Program Performance - Commonwealth Office of the Ombudsman

The Division of Program Performance has three branches: 1) the Supplemental Nutrition Assistance Program (SNAP) Quality Control (QC) Review Branch, 2) the Public Assistance (PA) Quality Control (QC) Review Branch, and 3) the Performance Enhancement (PE) Branch, which includes Management Evaluation (ME) and Program Access and Compliance (PAC) sections.

The government requires Quality Control and Management Evaluation for SNAP. Quality Control also checks the Medical Assistance Program, the Kentucky Transitional Assistance Program (KTAP), the Kentucky Works Program (KWP), and the Child Care Assistance Program (CCAP).

Both Quality Control and Management Evaluation look at a random sample of active and denied cases from across the state. They verify if local agency staff are correctly following state rules for eligibility and payments. This helps state and federal leaders manage the programs and make sure benefits are distributed properly.

This information also helps improve service delivery and promotes self-sufficiency. SNAP funding and financial penalties depend on these reviews, which lead to corrective action plans for counties and regions. The division conducts about 8,500 reviews every year.

The three branches and specific duties are discussed below.

Performance Enhancement Branch

The Management Evaluation (ME) section checks SNAP program reviews to make sure local offices follow state and federal rules. ME staff also meet with DCBS field staff to talk about what they learned during the reviews and help write plans to fix any mistakes.

The Program Access and Compliance (PAC) section makes sure local DCBS offices provide the right services to SNAP recipients. They interview applicants, DCBS eligibility staff, and local/state community partners about topics such as civil rights, support for people with limited English, Office of the Ombudsman contact information, and DCBS call services.

Public Assistance Quality Control Review Branch

The Public Assistance Quality Control Review Branch reviews programs including Medical Assistance, KTAP, KWP, and CCAP. Each month, they randomly select cases to review for procedural, system, and error trends. They conduct phone interviews for long-term care and Medicare Savings Program cases, gathering documentation to compare with eligibility staff records. They also do desk reviews for MAGI Medicaid and KTAP/KWP cases. For child care, they check if eligibility and co-pay amounts are correct. The information they gather helps identify error trends, recover overpayments, and improve training for staff.

SNAP Quality Control Review Branch

The SNAP QC Review Branch reviews SNAP cases and conducts face-to-face interviews with recipients as required by federal law. During these interviews, they gather information, contact other sources, and verify case decisions, eligibility, and payment data. This information is then sent to the Food and Nutrition Services, which does another review to check the accuracy of the state's reviews and monitors error trends. The data from these reviews is used to calculate the national payment error rate, which helps determine the funding states receive for the SNAP program. ​​

Important Notice: Potential Calls from the Commonwealth Office of the Ombudsman, Division of Program Performance

You may receive a call from our office requesting an interview and/or verification as part of our Quality Control (QC) processes. Please be aware that these calls are required, legitimate, and part of our efforts to ensure accurate and efficient service delivery.

To verify the legitimacy of the call:

- You may contact the Commonwealth Office of the Ombudsman, Division of Program Performance directly at (502) ​​564-3356 to confirm that the request is authentic.

- Our office is committed to safeguarding your personal information and preventing fraud. Do not hesitate to reach out if you have any concerns.

Your cooperation is essential to maintain the integrity and quality of our programs. Thank you for your attention and understanding.​​