DHS 10.23(6)(e)4.4. Initiate performance improvement projects that examine aspects of services related to improving resource center quality. These projects shall include all of the following: DHS 10.23(6)(e)4.d.d. Planning for sustained or increased improvement in performance based on the findings of the evaluation. DHS 10.23(6)(e)5.5. Comply with quality standards for services included in the resource center’s contract with the department in all of the following areas: DHS 10.23(6)(e)5.a.a. Timeliness and accuracy of the functional screen and financial eligibility and cost-sharing screen. DHS 10.23(6)(e)5.c.c. Information and assistance services and long-term care options counseling. DHS 10.23(6)(e)5.e.e. Effective processes for reviewing and resolving appeals and grievances of applicants and other persons who use resource center services. DHS 10.23(6)(e)6.6. Report all data required by the department related to standardized measures of performance, in the timeframes and format specified by the department. DHS 10.23(6)(e)7.7. Cooperate with the department in evaluating outcomes and in developing and implementing plans to sustain and improve performance. DHS 10.23(6)(f)(f) Cooperation with external reviews. Cooperate with any review of resource center activities by the department, another state agency or the federal government. DHS 10.23(7)(7) Confidentiality and exchange of information. No record, as defined in s. 19.32 (2), Stats., of a resource center that contains personally identifiable information, as defined in s. 19.62 (5), Stats., concerning an individual who receives services from the resource center may be disclosed by the resource center without the individual’s informed consent, except as follows: DHS 10.23(7)(b)(b) Notwithstanding ss. 48.78 (2) (a), 49.45 (4), 49.83, 51.30, 51.45 (14) (a), 55.22, 146.82, 252.11 (7), 253.07 (3) (c) and 938.78 (2) (a), Stats., and except as provided in sub. (2) (d) 2., a resource center may exchange confidential information about a client without the informed consent of the client, in the county of the resource center, if the exchange of information is necessary to enable the resource center to perform its duties or to coordinate the delivery of services to the client, as authorized under s. 46.21 (2m) (c), 46.215 (1m), 46.22 (1) (dm), 46.23 (3) (e), 46.284 (7), 46.2895 (10), 51.42 (3) (e) or 51.437 (4r) (b), Stats. DHS 10.23 HistoryHistory: Cr. Register, October, 2000, No. 538, eff. 11-1-00; CR 04-040: am. (2) (d) 1., (3) (a) 2. (intro.) Register November 2004 No. 587, eff. 12-1-04; correction in (7) (b) made under s. 13.92 (4) (b) 7., Stats., Register November 2008 No. 635; EmR0834: emerg. am. (2) (d) 2., eff. 11-3-08; CR 08-109: am. (2) (d) 2. Register June 2009 No. 642, eff. 7-1-09; correction in (6) (b) made under s. 13.92 (4) (b) 6., Stats., Register November 2009 No. 647; CR 22-026: am. (2) (d) 3., (e), (h), (j) 2., r. (2) (k), am. (3) (intro.), (a) 2. (intro.), c., 3., (6) (b), (c), (e) 5. e. Register May 2023 No. 809, eff. 6-1-23; correction in (2) (h) made under s. 35.17, Stats., Register May 2023 No. 809; CR 23-046: am. (3) (a) 2. c., (6) (a) 2. (intro.), a., cr. (6) (a) 2. f., g. Register April 2024 No. 820, eff. 5-1-24; merger of (3) (a) 2. c. treatments by CR 22-026 and CR 23-046 made under s. 13.92 (4) (bm), Stats., Register April 2024 No. 820. DHS 10.24DHS 10.24 Department responsibilities for monitoring resource center quality and operations. DHS 10.24(1)(1) Monitoring. The department shall monitor the performance and operations of the resource center in all of the following areas: DHS 10.24(1)(a)(a) Providing information about long-term care options to persons who could benefit from the information and linking persons to needed services, including family care, when eligible. DHS 10.24(1)(b)(b) Respecting individuals’ rights and dignity and giving consumers a strong role in program and policy development. DHS 10.24(2)(2) Indicators. In order to monitor the performance of the resource center, the department shall develop and use indicators to measure and assess the performance of the resource center in the areas specified in sub. (1). The department shall use indicators to compare performance both within and across resource centers and against other programs in order to enable resource centers to improve the quality of their services. Where possible, the department shall measure indicators against available or created benchmarks and evaluate the resource centers’ performance. DHS 10.24(3)(3) Measurement indicators. The department shall measure at least the following indicators: DHS 10.24(3)(b)(b) Persons who have received enrollment counseling who subsequently enroll in family care or who subsequently receive non-family care medical assistance-funded long-term care services.