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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.