new england vocational rehabilitation quality assurance system 7 th annual summit performance...
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New England Vocational Rehabilitation
Quality Assurance System
7th Annual Summit
Performance Management in Vocational Rehabilitation
September 8, 2014
The ChargeThe Charge
October 2013 New England (NE) VR Directors NE Performance Evaluation and
Quality Assurance (NE PEQA) staff Develop a Quality Assurance Model
for the Region 1 VR agencies
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NE PEQA Working GroupNE PEQA Working Group
Connecticut Maine Massachusetts New Hampshire Rhode Island Vermont NE TACE
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Key ResourcesKey Resources
Institute on Rehabilitation Issues Performance Management: Program Evaluation and Quality Assurance in Vocational Rehabilitation 2011
Continuous Quality Improvement (Deming, 1982)
NE PEQA Knowledge and Experience
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The ModelThe Model
Seven Components Definitions Elements Best Practices Interrelationships
Self-Assessment
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Component #1: Component #1: Communication of Mission and Communication of Mission and
ValuesValues
Mission: Primary goal of the organization
Values: Principles that mission and vision are based on
Communicated via public documents, web sites, intranets and strategic plan; exemplified by consumer success stories
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Mission/Values: Mission/Values: Best PracticesBest Practices
Supported & reinforced through training and aligned with procedures and operational roles
Staff, consumers, partners, etc. are able to verbalize mission/vision/values
Strategic Plan developed to meet needs of all stakeholders; all staff know how they contribute to mission and organization’s success
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Component #2: Component #2: Organizational Goals, Objectives Organizational Goals, Objectives
and Timelinesand Timelines
Long-terms goals established and translated into measurable short-term objectives and timelines
Planning is ongoing and based on strategic & state plans & stakeholder input
Project management, clear roles/responsibilities and regular monitoring are built into organizational structure
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Goals/Objectives: Goals/Objectives: Best PracticesBest Practices
Multi-level, comprehensive strategic planning defines goals/objectives based on mission/vision/values
Strategic Plan is “road map” with objectives/outcomes/timelines and measures and developed with stakeholder input
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Component #3: Component #3: MeasuresMeasures
Tools, methods and processes that are used to quantify and assess past, ongoing and future goals and results
Outcome measures (rehab rate, average earnings, etc.)
Process measures (change in education level, frequency of case notes, etc.)
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Measures: Measures: Best PracticesBest Practices
Performance management system includes broad range of measures
Measures aligned with program goals
Measures are simple, easily understood, effectively implemented and include consumer characteristics
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Component #4: Component #4: Program Evaluation Data SystemsProgram Evaluation Data Systems
Used by organizations to collect quantitative and qualitative data
Allows for the validation and retrieval of data for evaluation, analysis, & reporting
Elements include Case Management Systems and Operating Principles
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Program Evaluation Data Systems: Program Evaluation Data Systems: Best PracticesBest Practices
Reliably stores Agency data & allows data preparation for analysis
Includes data validation procedures Allows for integrated data sets that
enable more extensive analysis Has effective security protocols, roles,
and rules Provides data dashboard that relays data
at the user level
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Component #5: Component #5: Analysis of the DataAnalysis of the Data
Process of transforming data into a usable and reportable form
Adds meaning and value to the output of data collection tools and methods
Informs quality improvement efforts
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Analysis of Data: Analysis of Data: Best PracticesBest Practices
Validate data Develop specific questions to aid in the
analysis of data Re-evaluate collection of data
periodically to ensure that what is collected is valuable to the program
Maintain awareness of developments and best practices as they relate to VR performance management
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Component #6: Component #6: DisseminationDissemination
The communication of results to specific audiences (e.g., counselors, staff, SRC members, CRPs, policy makers, etc.)
Assists stakeholders in making more informed decisions that ultimately lead to improved consumer outcomes
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Dissemination: Dissemination: Best PracticesBest Practices
Practices should assure that all staff have a clear, consistent understanding of the Agency’s QA approaches
There is a clearly defined and shared dissemination strategy
Findings are developed & presented in ways that are useful for the intended users
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Component #7: Component #7: Cycle of Continuous ImprovementCycle of Continuous Improvement
A developmental and routine process
It supports an ever-evolving Strategic Plan
Is an ongoing effort to improve products, services and/or processes
Widely used is Deming Cycle:Plan-Do-Check-Act
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Continuous Improvement: Continuous Improvement: Best PracticesBest Practices
Expectation and a requirement of everyone in organization
Changes not made without stakeholder input
Policy and procedural changes are well considered and implemented strategically and systematically
Project management mindset and tools Success is celebrated
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Interrelationships of Core Interrelationships of Core ComponentsComponents
All seven components are closely related to each other
Each component impacts every other and the overall quality assurance system
A successful QA system requires recognizing and managing the interrelated components
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State Self-AssessmentState Self-Assessment
NE PEQA found that every state has some pieces of each component
All had good practices and those that could be improved
None had really worked on identifying and managing them as a whole
A tool was created for this purpose21
Summary DiscussionSummary Discussion
It’s about continuous improvement It’s not about perfection Everyone in the organization needs
to participate A comprehensive QA system
prevents the sole focus from being on regulatory compliance
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Thank You!Thank You!
Susan Wells, Vermont [email protected]
Ella McAllister, New Hampshire [email protected]
Karen Fraser, Maine [email protected]
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