Division of Quality Assurance (DQA) Bureaus and Offices

The Division of Quality Assurance (DQA) collaborates with healthcare professionals and organizations to promote quality care through licensing and oversight of Wisconsin's facilities and programs.

Thriving Wisconsin communities where all persons can receive quality care when and where they need it.

Guiding principles

1. Protect the rights and safety of individuals receiving services.
2. Promote accepted standards and innovation in the delivery of care.
3. Establish partnerships that improve health care outcomes.
4. Use data to support effective decision-making and resource allocation.
5. Foster an environment that promotes employee development, inclusivity, and leadership.

Core public functions

1. Licensure/certification
2. Compliance and enforcement
3. Safety in the direct-care workforce
4. Educate the healthcare/provider community
5. Safe physical environments for care and treatment

The Administrator's Office (AO) is responsible for the Division's mission, organizational goals, strategic planning, overall policy direction, and provision of leadership and vision to DQA programs.

It also handles the Division's personnel, fiscal, quality assurance, reengineering, open records requests and budget functions. Visit the Division of Quality Assurance: Requests for Information webpage for additional information about records requests pertaining to DQA-regulated providers.

The Bureau of Nursing Home Resident Care (BNHRC) is responsible for conducting unannounced health care surveys of nursing homes and facilities serving persons with developmental disabilities (FDDs - also known as Intermediate Care Facilities for Individuals with Intellectual Disabilities, ICF/IID).

In addition, BNHRC conducts complaint investigations, and makes care level determinations for persons receiving medical assistance in the community or in nursing homes and FDDs.

BNHRC Regional Office Map and Contacts

The Bureau of Assisted Living (BAL) is responsible for licensing and surveying the following provider types:

• community-based residential facilities
• adult family homes - 3 or 4 beds
• residential care apartment complexes

The Behavioral Health Certification Section (BHCS) certifies substance use and mental health treatment programs.

BAL Regional Office Map and Contacts

Resources for all Bureau of Assisted Living provider types including 3-4 bed Adult Family Homes (AFH), Community Based Residential Facilities (CBRFs), Resident Care Apartment Complexes, and Mental Health and Substance Use programs and facilities

• Subscribe to one or more of our DQA email lists to be sure you don't miss any important updates from your licensing agency
• Division of Quality Assurance Provider Trainings
• Regulations: Reporting of Client, Patient, or Resident Death
• Assisted Living: Guidance for the use of Electronic Recording, Video Monitoring, or Filming Equipment
• We value your feedback regarding certification and survey processes. Please take a moment to complete our Online Post Survey Questionnaire following any DQA survey.

Resources for 3-4 bed AFHs, CBRFs, and RCACs

• Be sure to join us for Assisted Living Forums for all updates and training from BAL.
• Review the Assisted Living: Survey Guide webpage to help you understand and prepare for upcoming regulatory surveys.
• The Reporting Requirements for Assisted Living Facilities, P-02007 (PDF) has information on all reporting requirements for assisted living facilities in Wisconsin.
• Visit the Home and Community-Based Services (HCBS) Settings Rule webpage for information regarding the home and community based settings rule.

Resources for mental health and substance use programs and facilities

• Mental Health Treatment Programs: Certification
• Mental Health Treatment Programs: Memos and Publications
• Mental Health Treatment Programs: Provider Resources

Resources for licensed 3-4 bed AFHs

• The Adult Family Home webpage is full of resources to guide you.
• You will find plenty of helpful guidance on the Adult Family Homes: Provider Resources webpage.
• The Adult Family Homes: Rules and Regulations webpage offers links to statutes and other resources where you can learn how to comply with regulations on AFHs in Wisconsin.
• Adult Family Homes: Memos and Publications has helpful resources related to adult family homes.

Resources for licensed CBRFs

• The Community-Based Residential Facilities webpage is full of resources to guide you.
• You will find plenty of helpful guidance on the Community-Based Residential Facilities: Provider Resources webpage.
• The Community-Based Residential Facilities: Rules and Regulations webpage offers links to rules and regulations for operating a CBRF in Wisconsin.
• Community-Based Residential Facilities: Memos and Publications has helpful resources related to CBRFs.

Resources for certified or registered RCACs

• The Residential Care Apartment Complexes webpage is full of resources to guide you.
• You will find plenty of helpful guidance on the Residential Care Apartment Complexes: Provider Resources webpage.
• The Residential Care Apartment Complexes: Rules and Regulations webpage offers links to regulatory information for operating an RCAC in Wisconsin.
• Residential Care Apartment Complexes: Memos and Publications has helpful resources related to RCACs.

The Bureau of Health Services (BHS) consists of two sections:

• The Acute Care Compliance Section (ACCS) conducts announced and unannounced health care surveys of:
  • adult day care centers
  • hospitals
  • home health agencies
  • hospices
  • ambulatory surgical centers
  • end stage renal dialysis centers
  • outpatient rehabilitation facilities (includes comprehensive outpatient rehabilitation facilities)
  • personal care agencies
  • portable X-ray
  • rural health clinics
• The Licensing, Certification and CLIA Section (LCCS) in BHS is responsible for State licensing and federal certification activities of home health, hospice, hospitals, renal dialysis units, outpatient therapy, rural health clinics, ambulatory surgical centers, personal care agencies, portable X-Rays, comprehensive outpatient rehab and Wisconsin clinical laboratories testing human specimens for health assessment purposes, as well as those performing alcohol testing.

The Office of Caregiver Quality (OCQ) administers the Background Check and Misconduct Investigation Program. This program promotes public confidence in Department-approved treatment providers by implementing a system of statutory protections for individuals receiving care in Wisconsin. Protections include minimum standards for eligibility to obtain department approval to operate treatment programs/facilities, to reside in treatment facilities as a non-client, or to work in roles with regular and direct client contact. The program also establishes streamlined processes for both public and provider-based reporting of intentional abuse, neglect, or misappropriation of client property by employees and contractors. Individuals with substantiated findings of misconduct are listed on the Wisconsin Misconduct Registry and may apply for rehabilitation approval.

The Office of Plan Review and Inspections (OPRI) determine if health care providers regulated by DQA meet the physical environment standards of the State Building Code, State Licensure Code and Federal Life Safety Code requirements. Evaluation is accomplished through plan review, construction inspection, or survey related activities. The providers commonly involved in this evaluation are:

• hospitals
• nursing homes
• ambulatory surgical centers
• community-based residential facilities
• residential care apartment complexes
• hospices

The Bureau of Education Services and Technology (BEST):

• Provides technical assistance to providers regarding current standards of practice and the survey process.
• Serves as the main state liaison to the federal Centers for Medicare and Medicaid Services (CMS) for federal survey and training activities.
• Interprets codes and policies.
• Conducts training for industry and DQA employees; collaborates with industry professionals to coordinate and offer conferences to relay current standards of practice.
• Provides specialized consultation (conducted by registered nurses, pharmacist, engineer, dietician and quality assurance program specialist).
• Develops and carries out quality improvement and assurance efforts.
• Manages DQA central files.
• Maintains DQA websites and online information/publications.
• Manages DQA provider, survey/enforcement, and complaint databases and responds to requests for related statistical information.
• Supports the Outcome and Assessment Information Set (OASIS) and Minimum Data Set (MDS) data systems and assists providers in using these systems.
• Administration of the federal and state requirements for nurse aide training, the competency evaluation program and the federal nurse aide registry.