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Internal Quality Control

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Internal Quality Control:


The Tennessee Department of Children's Services Office of Child Safety (OCS) is continuously searching for innovative ways to assess excellence at the Child Abuse Hotline and within Child Protective Services Investigations and Special Investigations divisions.  Rather than rely on anecdotal information or uneven data that may not apply to the entire system, OCS seeks regular and reliable sources of information that helps evaluate performance, make ongoing decisions, and provide an accurate picture for staff and external stakeholders. The OCS has established an Internal Quality Control (IQC) division to define and implement this philosophy and ongoing effort. The IQC division is involved in most every aspect of OCS operations. It assures that the division functions efficiently, meets accreditation standards, satisfies its vision and mission statements, and meets standards set in policies and protocols. The Director of Internal Quality Control is responsible for developing, implementing and evaluating audit processes that will not only monitor compliance in hotline and investigative protocols and procedures but also for evaluating the quality of work within those divisions. The Director will provide consistent oversight to these internal reviews and provide information to established Continuous Quality Improvement (CQI) teams within OCS. The CQI teams will then address results of the internal reviews and develop improvement plans to improve practice and/or policy.
Internal Quality Control at the Child Abuse Hotline:

Using the tool below, Hotline staff are assessed monthly on competency expectations in areas such as assessment of safety and risks, compliance with policy and procedure and customer focused government. 


Quality Call Review Tool


Child Abuse Hotline Quality Call Review 


 Internal Quality Control for Investigations and Special Investigations:


Using the tools below, Investigative staff are assessed quarterly on competency expectations in areas such as compliance with policy and procedures, assessment of safety and risks, engagement with children and families, decision making and service provision. 


Quality Review for Investigations Definitions and Instructions


Quality Review for Investigations Tool


Quality Review for Investigations


Quality Improvement Plan



Special Investigations Unit:


Quality Review for Special Investigations Definitions and Instruction


Quality Review for Special Investigations tool


Quality Review for Special Investigation


Quality Improvement Plan for Special Investigations


QRSI Fidelity Review


Other Evaluation Tools


Court Performance Evaluation tool


Court Performance Evaluation


Court Performance Evaluation


CPIT Presentation Evaluation


Court Performance Evaluation





Contact Information:
Stephanie Butler
Director of Internal Quality Control
Office of Child Safety
Department of Children's Services
State of Tennessee
Nashville, TN 37243