Quality Assurance

Reviewing and evaluating the quality of the delivery of services to children with serious emotional and mental health needs and their families and instituting measures to improve quality as needed is the role of the Wraparound Milwaukee Quality Assurance area. Our primary functions include: create, implement and track family satisfaction, both at the Care Coordination and Provider level; to partner with families and other system stakeholders at the decision making level of policy and program development to assure that strength-based, culturally sensitive care is being provided; establish, review, revise program policies and procedures; audit at the Care Coordination and Provider level; monitor tracking and reporting on the established performance indicators identified for our affiliated Care Coordination and Provider agencies; manage concerns/complaints/grievances; monitor the requirements set forth in our Medicaid contract with the State of Wisconsin; engage in monthly service utilization review processes to ensure program and fiscal responsiveness; and engage in yearly performance improvement projects that focus on clinical or administrative topic areas to continuous improvement.

For more information, contact Pam Erdman at (414) 257-7608.


The Program Evaluation Component, which is headed by a Ph.D. Psychologist, is an important and integral part of the Wraparound Milwaukee Program. A wide variety of demographic and risk variables are collected on each child and family served. Clinical measures including the Child Behavior Checklist (CBCL) and Youth Self-Report (YSR), provide the program with information from caregivers, youth, and care coordinators at intake, 6-months, 12-months, and discharge. The information collected allows us to evaluate both individual and overall changes in a child’s functioning from a variety of informants and in various settings. Service utilization data is also collected for time periods corresponding to the collection of the clinical measures which gives Wraparound Milwaukee information on changes in service utilization over time, as well as effectiveness of various services. Educational data collected includes percentage of days attending school, grade point average, special education placement, reading and math level deficit, and data on intellectual functioning. Juvenile Justice data is collected for periods of three years prior, one year prior to enrollment, during enrollment and one and three years following disenrollment. Data collected includes number and type of offense, number and type of adjudications, and amount of time until an offense is committed. The Juvenile Justice data allows us to track and monitor community safety and look at a child’s progress through changes in delinquency recidivism rates.


Families United staff work collaboratively with Quality Assurance staff