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Department of Services for Children, Youth and their Families

Division of Management Support Services

Office of Case Management


The Office of Case Management coordinates and monitors case planning and service delivery among the Divisions, in support of Department goals and in accordance with a system of care philosophy.

OCM represents a Department perspective and the best interests of children through case management expertise and coordination of multidisciplinary cases, assessment, consultation, review and recommendation.

Quality Improvement Review Unit

The Quality Improvement Review Unit is dedicated to quality assurance and continuous quality improvement through assessing practice, compliance, and outcomes. The unit conducts reviews through a holistic lens with an focus on identifying opportunities to improve system processes to better meet the needs of those we serve.

Unit staff members include a program support supervisor, a management analyst, and three administrative case review specialists. The team provides comprehensive reviews and reports designed to assess practice and ensure compliance with standards and policies approved by the Department and consistent with best practices. This specialized unit has autonomy in reviewing the work of all operational divisions and their supports.
Administrative reviewers conduct reviews of specific cases, or case circumstances, and provide detailed reports that include findings and recommendations. The unit completes ongoing, regularly scheduled quality reviews, provides staff support to the Department Safety Council and provides a departmental perspective to various stakeholder review panels. Special reviews are also completed at the request of the Department Cabinet Secretary, divisions, Department Safety Council and external partners. The Quality Improvement Unit monitors and analyzes data to discern trends, identify service gaps, barriers and systems issues, and documents the progress made by the implementation of improvement plans.

Contact Staff

Tina Selby Ware, Telephone: 302-633-2581 | Email: Tina.Ware@delaware.gov

Jerrica Boyer, Telephone: 302-633-2518 | Email: Jerrica.Boyer@delaware.gov

Department Safety Council (DSC)

The Department of Services for Children, Youth and Their Families recognizes the importance of being a self-correcting agency with a constant focus on safety and quality of services.  The Department Safety Council is a multi-disciplinary work group composed of two representatives from each Division. Representatives are appointed by the division directors. The purpose of the DSC is to ensure all incidents falling within the definition of a critical incident are reviewed for systems issues and opportunities for improvement. The DSC makes recommendations for more intensive reviews (Root Cause Analysis or an internal review) when potential system issues are identified. DSC members bring a vast amount of knowledge and experience and are strong advocates of practices and system improvements that contribute to improving child safety. The Office of Case Management (OCM) chairs and staffs the committee.

Contact Staff

Tina Selby Ware, Telephone: 302-633-2581, Email: Tina.Ware@delaware.gov

Root Cause Analysis (RCA)

The Department recognizes the importance of being a self-correcting agency with a constant focus on safety and quality of services. In 1999, the Root Cause Analysis (RCA) process became a part of the Children’s Department quality assurance efforts.  RCA is a multi-disciplinary process that gathers and examines information and identifies underlying system issues that, if corrected, could prevent similar incidents from occurring.  The RCA process utilizes a team-approach which draws on the knowledge and skills of DSCYF staff identified as subject matter experts to complete this thorough review and analysis, determine root causes (if any), and make recommendations for system improvements. The Root Cause Analysis report and recommendations are presented to the Cabinet Secretary and division director(s). Upon approval of the report, the involved division(s) develops and implements an improvement plan designed to address identified system issues. The Office of Case Management oversees this process through conducting training for DSCYF staff, providing staff support to RCA teams, maintaining data on completed RCA reports and monitoring compliance and progress with the improvement plans.

Contact Staff

Tina Selby Ware, Telephone: 302-633-2581, Email: Tina.Ware@delaware.gov

Jerrica Boyer, Telephone: 302-633-2518, Email: Jerrica.Boyer@delaware.gov

Other Functions of the Office of Case Management

Constituent Concerns

Constituent concerns, complaints and inquiries provide opportunities to identify possible problems and/or trends; and improve service provision, policy and practice. At the request of the Office of the Secretary, the Office of Case Management may be requested to review complaints or inquiries that reach the Office of the Secretary or the Office of Division Director. The Office of Case Management collects, records and reviews pertinent information to research the concern/complaint/inquiry and determine compliance with policy and procedure. Findings and recommendations are formulated based upon the information obtained and are reported to the Office of the Secretary.

Contact Staff

Jerrica Boyer, Telephone: 302-633-2518 | Email: Jerrica.Boyer@delaware.gov

Collaborative Consultation and Resource Team (CCRT)

The purpose of the CCRT is to bring representatives from each division together regularly to review the needs of youth who have significant behavioral health needs and assist case management teams in identifying the best available resources that match the youth and family needs. The CCRT will help the case management teams to problem solve and identify and/or connect to appropriate resources.

The Children’s Department recognizes that finding resources for youth who are abused/neglected, dependent, delinquent and/or in need of mental health or substance abuse services may be challenging.  The case management teams will work together to ensure service decisions are made in a timely manner and youth are served in the most appropriate setting, utilizing least restrictive effective services at the lowest level consistent with division policy and procedure.

Contact Staff

Karen Davis-Williams, Telephone: 302-892-6459 | Email: Karen.Davis-Williams@delaware.gov

Dawn Mullins , Telephone: 302-633-2549 | Email: Dawn.Mullins@delaware.gov

Service Integration Fund

The Office of Case Management monitors activity and provides consultation and technical assistance regarding the Service Integration Fund. The Service Integration Fund was designed to enable staff to access resources for individualized services to assist families in meeting needs not covered by other funding sources. OCM distributes a monthly and annual report on the activity of this fund.

Contact Staff

Janica Smith, Telephone: 302-892-4504 | Email: Janica.Smith@delaware.gov

Jerrica Boyer, Telephone: 302-633-2518 | Email: Jerrica.Boyer@delaware.gov