Performance Norms and Procedures
Standards of Performance

Virginia Department of Health
Thomas Jefferson Health District

implemented this best practice in September 1998

Qualifying under the Best Practices catalogue:
3 Provide Capabilities
34 Develop resource capabilities
341 Integrate physical and human resources

Best Practice Summary
(how it works, how you measure it)

A Standard of Performance (SOP) is a performance norm that describes the rationale and procedures for providing effective public health service in a given subject area. Each SOP includes subject, program, objective, authority, procedures, and date initiated/revised. SOPs for the Health District are electronically filed in program folders and maintained on a centralized file service, accessible to all staff at all times. Each SOP has a cover sheet that introduces the standard and designates the staff classifications accountable to the SOP. Before the SOPs are placed on the file server, they are reviewed by a representative sample of staff and suggested improvements are incorporated. New releases and revisions are announced to staff through electronic mail.

Impact on the Process Organizational Performance (OUTCOMES)

SOPs define best practices for staff throughout the Thomas Jefferson Health District, and in all program areas. Incorporating staff into the review process strengthens the quality and utility of SOPs and promotes "buy-in" by the users. Storing SOPs electronically on a centralized file server enables rapid, widespread distribution of revisions and assures that staff will have access to the latest version at all times.

Best Practice Qualification

SOPs will be the foundation for a District Quality Assurance Plan currently under development. Once complete, this system will incorporate every program and activity performed by the agency. Staff will have immediate access to the recommended standard and process for activities as basic as the receipt and handling of agency telephone calls, or as complex as the process and form letters used when issuing an enforcement letter/notice of violation within the environmental health program. Performance evaluators will have a reference for timeliness, quality, and quantity in gaining an appropriate level of performance from staff. In addition, SOPs will enable work teams to conduct internal audits and process improvements in a standardized format.

For Additional Information

Virginia Department of Health
Thomas Jefferson Health District
P. O. Box 7546
Charlottesville, VA 22906

Linda Vasquez, R.N.
Communicable Disease Consultant
(804) 972-6252
lvasquez@vdh.state.va.us

Susan McLeod, M. D.
(804) 972-4300, Extension 6226

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While the individual best practices are shown under the Best Practices Repository, you may also query the repository by keying in a word or phrase below. The repository will then be searched for your phrase. If it is not found, you are invited to e-mail the Commonwealth Competition Council with the topic you are interested in, and an attempt will be made to contact one of the Virginia state government agencies responsible for that issue.