13 | Audit of Contracted Human Services August 2024 specific guidelines on the inclusion of necessary documentation within payment requests to facilitate efficient processing and compliance. • Enhance Communication and Accountability: Foster a culture of accountability by implementing regular communication channels for agencies to understand the importance of timely and complete submissions. Provide training and support on the new policies and procedures to ensure understanding and compliance. Management Response Enhance System Flags and Notifications: Contracted Human Services has a notification system in Smartsheet that flags late submissions. Staff evaluated the Smartsheet to determine why the alerts were not displayed on the agencies noted above and corrected the issue that was discovered. Staff updated the flag for those two entries. Strengthen Approval Process: Agencies do not receive compensation for services provided until they submit their payment request forms and have written approval of the contract manager indicating that services have been rendered in conformity with the contract. For those agencies that do not provide payments in a timely manner, they are moved to the bottom of the list to be paid (first in, first processed). The contract states that “the County reserves the right to refuse approval of any payment request that is not received within the time frames stated herein after the close of the applicable month or quarter.” In addition, staff contact the agencies if the payment request is late. Late payments are noted on the monitoring report as non-compliant, and a copy of the final monitoring letter is sent to the agency’s Executive Director as well as the Board Chair. Staff do not find it necessary to obtain a written explanation of tardiness. Establish Clear Policies and Procedures: Agencies receive the Payment and Performance Guide when there is an approved contract. This document provides the information in detail. The FY 2023 Payment Request and Performance Guide was provided to the auditor on March 6, 2024. In addition, the contract is clear regarding the dates of submission of required documentation to the County. Enhance Communication and Accountability: The contract is clear regarding the dates of submission of required documentation to the County. The Payment and Performance Guide provides information on expectations. New agencies that receive a contract with the County receive one-on-one training with the contract manager. Contract managers address timely submission of documentation during monitoring, and it is documented on the annual monitoring report. Contract managers work with their assigned agencies if and when a new policy or procedure is enacted.
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