Positive Outcomes

THE CHILDREN’S HOME PERFORMANCE IMPROVEMENT PROCESS

PURPOSE AND SCOPE

An essential component of an agency that is continuously trying to improve its operation is a data driven performance improvement process.  While policy and procedures form the framework for decision making on a day to day basis, a true performance improvement process takes a more long-term approach to the development of best practices for achieving our Mission. Our Performance Improvement process measures how well we provide services to our youth and their families through the use of best practice standards in the behavioral health field.

At The Children's Home, and The Children’s Home Community Services, supervisors of the departments, programs, and professional disciplines on the attached list are challenged to define the scope of the essential elements of their span of responsibilities by listing and monitoring five (5) Key Outputs.  One Output should promote safety.  Another should promote maximizing staff abilities.

The Supervisor/Director  responsible is charged to collect these for their area of responsibility, review the data with their department or program area, report both actions taken and recommendations based on the data review to the Vice President for Behavioral Health Services by the second Tuesday of each month. He/she, in turn, will put the data, actions taken and recommendations in a format that can be discussed at the Performance Improvement Committee (PIC).  One of the five Key Outputs for each department will be selected for special monitoring. Actions taken and recommendations based on the Key Selected Outcomes are reviewed on a quarterly basis by the PI Committee.

In addition to our internal PI process, we utilize stakeholder feedback to improve our programs. Examples of this include; A strong working relationship with the Department of Children and Families (DCF) as evidenced by our Liaison who is involved in our PI process, Quarterly Outcomes Measures reports from the DCF for the Residential program, our participation in the IARCCA project, satisfaction surveys, using our web-site to share PI reports and program improvements with stakeholders and our relationship with our local and state level elected officials.

THE PERFORMANCE IMPROVEMENT COMMITTEE (PIC)

This Committee (PIC) will review the data submitted, actions taken and recommendations of the Key Outputs of all the separate essential components of The Children's Home and, incorporating goals, set direction to improve performance. 

The Committee is scheduled to meet twice a month (1st and 3rd Tuesdays) with active participation of representative staff and administrators from all program areas including residential, clinical, medical, education, outpatient services, training academy, pastoral relations, volunteer services, human resources, as well as our DCF Liaison.  When agenda items warrant it, staff or managers from other departments are requested to attend (e.g., maintenance, food services, etc.)

Purpose of the group includes:

Oversee and respond to recommendations related to the Key Outputs for each department
Receive and review outcome measures, including actions taken and recommendations made from each of the areas. Recommendations are forwarded to the appropriate decision-making group for review and approval, including resource allocation.
Review and discuss stakeholder feedback making recommendations to administrative staff and/or Board Program Committee
Receive recommendations for new or changed policies and procedures
Review policies and procedures on a regular basis
Establish PI projects based on review of data.

Minutes of all meetings go to all committee members, all administrative and executive staff (all departments), and to designated members of the Board of Directors.  They are also posted within the agency to be available to all staff.

PI COMMITTEE MEMBERS, CONTRIBUTORS, AND RESOURCES
*    Executive and Administrative Team Member
** Administrative Team

In addition to the members noted, the following people receive minutes of all PI/CQI meetings:

CEO, CFO, Director of Human Resources, Maintenance Supervisor/Safety Officer,
Agency Building Supervisor, Director of  Food Services, DCF Liaison and designated members of the Board of Directors.

DECISION-MAKING GROUPS

• The Administrative Team
• The Executive Team
• The Safety Committee
• The Department of Children and Families, through the Executive Team

ASSESSMENT OF THE PQI PROGRAM
On an annual basis an assessment of the PQI program will be completed. The assessment will include;

• A review to ensure that all best practice standards put forth by COA are being followed
• An assessment of program outcomes that occurred through the PQI process
• A review of barriers to and supports for implementation

PROGRAM COMMITTEE OF THE BOARD OF DIRECTOR

The Board of Directors for both The Children’s Home and the Children’s Home Community Services, Inc. will designate the manner in which it will review the agendas, minutes, recommendations and reports from the PI Committee.

OTHER TOOLS

CQI Proposal Forms are made available to all staff, staff clients, and other stakeholders.  Upon receipt of a Proposal Form, the PI/CQI chairperson insures that the proposal is acknowledged and logged.  The chairperson will then insure that the Proposal is placed on the Agenda of the next PI/CQI committee meeting.  If the Proposal clearly relates to any one specific department, the administrator of the department will receive a copy of it immediately so that s/he will have an opportunity to respond at or before the meeting.  The committee will hear the Proposal and any other available information on the topic.  The committee will then a) send the Proposal to the Administrative or Executive Team with a recommendation, b) determine that the department supervisor has taken appropriate action on the Proposal, c) request further information from administration or the individual who has submitted the Proposal.  The chairperson will notify the individual of action taken.  The proposal will remain on the committee agenda until it has been resolved.

Consumer Satisfaction Surveys are utilized annually.  A variety of stakeholders are requested to complete these forms including: Residents, Day Students, Parents of Residents and Day Students, DCF Workers, School Districts and Surrogate Parents (educational representatives).  Other forms are sent in the mail with self addressed, stamped return envelopes.  Data is compiled and reports created to share with interested stakeholders.

Client Grievance Forms are readily available to clients in residence areas as well as in school.  Grievance forms may be deposited in one of several locked boxes found in the agency.  Forms are collected by a limited number of administrative staff who have access to the boxes.  Upon receipt, the form is logged, assigned to an appropriate staff person for follow-up and tracked until resolved.