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Quality Assurance System Assessment

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IS NOT a system for doing quality work

• our Standards, Service delivery Model describe how to do quality work

IS a system for knowing that you’re doing quality work consistently

A Quality Assurance Systems:

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We must:

• Observe the work and related resources for performing it against specific expectations

• Compare actual practices and results to known standards, proven practices and performance benchmarks and goals

• Build safeguards into processes to prevent inconsistencies or errors

How do we know we’re doing Quality work consistently?

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Start SomethingThe History of the QASA

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BBBSA, the NLC, and the Child Safety Task Force launched this assessment process in June 2009 in order to bring even more focus to quality, brand protection, and to supplement child safety and agency compliance systems

• The Child Safety Task force spent 2 years developing this format

• This gives agencies an opportunity to evaluate and use results to continuously strengthen quality and excellence

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• Standard 5

The affiliate has a quality assurance system that ensures that all aspects of the affiliate’s operations are reviewed and assessed on an annual basis, to include a review of its policies and procedures to ensure compliance with Standards of Practice for One-to-One Service related to program management for affiliates, and ensures that the affiliate is in compliance with its own casework manual

• It’s Good Business• Supplements child safety efforts• Supports ongoing consistency in service delivery quality• Protects the brand

Why is this important?

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Directed at confirming that quality work is performed consistently, thus achieving sustainable quality.

Policies and Procedures

• 6 practices in this area focused on the Program Manual, its contents, how it is revised and updated, and its active use by staff

Program Operations• 12 practices focused on regular reviews of program files to assess work quality, surveying outcomes , and data analysis to manage performance

Staff Development• 6 practices in the area of Staff development, focused on staff qualifications, evaluating performance against specific objectives, and continuous skill development

Framework for Recommended Practices

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• Program Manual

• Policies on child safety & youth protection

• Crisis Management: guide and procedures

Policies and Procedures

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• QA File Review using the QA Rating Definitions

• Use of Outcomes Surveys (YOS, SoR)

• Managing key performance metrics

• 12-month retention rates• Match Support Contacts • Compliance with completion of outcomes surveys

Program Operations

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• Job descriptions

• Annual performance evaluation formats

• Individual performance goal setting

• On-boarding and staff development procedures

Staff Development

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• Create a Self-assessment Team

• Develop an assessment plan and timetable

• Create an action plan to address improvement areas identified in the self-assessment

• Summarize findings and review with Executive and Board leaders

Getting Started

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