Performance Measures

Performance measures must be collected directly from recipients/participants without inappropriate influence. The performance measure questions (i.e., did you make a decision) and the response options should be presented to the recipient/participant so they can affirmatively select their choice. The state AT program should keep documentation of the performance measure choice made by the recipient/participant for verification of performance measure data collected/reported in the APR (e.g., a form directly completed by the recipient/participant or similar verification).

Red Flag: All performance measure data is always 100%.

It is highly unlikely that a program will never have a non-respondent or will never have a recipient/participant who selects “I did not make a decision” unless there are procedures in place that somehow “discourage” undesirable responses. This is especially true with very large numbers (thousands of recipients/participants). It is especially suspicious when there are non-respondents reported in consumer satisfaction but not in performance measures because those data elements are frequently collected at the same time.

Last updated January 2023