OUTCOMES MANAGEMENT REPORT

 CAMPBELL RIVER FAMILY SERVICES SOCIETY

OUTCOMES MANAGEMENT REPORT

2011-2012

Introduction:

Campbell River Family Services Society (CRFSS) is committed to continuous quality improvement in both its service and business practices.  This commitment includes the encouragement of learning and monitoring our performance and organizational health by:

• developing processes to collect data/information from various internal and external sources regarding the agency's services delivery and operations,
• analyzing the data collected, and,
• utilizing the analysis to make recommendations regarding improvement to the operations and services provided by the agency.

Each program offered at CRFSS is expected to identify and act on areas of improvement, and to establish goals for ongoing program development.  In addition to this, business practices are also monitored for possible areas of improvement to address effectiveness and efficiency.  Policies are reviewed on a regular basis, file reviews occur on an ongoing basis, and annual satisfaction surveys are conducted.  Communication is supported by in-house and external newsletters, our website, annual reports and other reports as required/requested by funding bodies or other stakeholders.

This report summarizes our work over the past year and will be used in the development of goals to be included in our Performance Improvement Activities (2012-2013).  Continuous improvement supports CRFSS's commitment to ensuring quality services to our consumers and stakeholders.

 

Camille Lagueux

Executive Director

Campbell River Family Services Society

camille [dot] lagueux [at] crfs [dot] ca

(250) 287-2421

 

 

 

PERFORMANCE IMPROVEMENT ACTIVITIES 2011-2012

Accreditation

 

Goal:

"Provision of quality services that meets or exceeds international standards."

Report on Status of Goal:

This goal identified 2 strategies:

• Achieve and maintain accreditation
• Comply with recommendations

Following a site visit on March 21-23 2011, CARF International awarded CRFSS a three year accreditation status. The "Quality Improvement Plan" which responds to the recommendations in the report was submitted to CARF within the required 90 days. The "Annual Conformance to Quality Report" (2011) was submitted to CARF in October.  In preparation for the next survey (November - December 2013), CRFSS will comply with survey recommendations and incorporate changes to and add any new standards within each standard year.

Accessibility

 

Goal:

"Promote accessibility and the removal of barriers for persons served and other stakeholders".

Report on Status of Goal:

This goal identified 1 strategy:

• Website has timely information

A new website was launched in March 2011 and was identified as a strength in the CARF survey report. Identified personnel took part in website training in August 2011. The website is being monitored for changes and postings regarding events such as parenting courses and monthly calendars are current and updated in a timely fashion. 

Communication With Stakeholders

 

Goal:

"Ensure that all stakeholders have access to timely information appropriate to their needs."

 

Report on Status of Goal:

This goal identified 3 strategies:

• Produce appropriate, appealing newsletters for clients and referring agencies,
• Share outcomes results, and
• Website has timely information

Only 1 newsletter was published during this time period (June 2011) - this communication strategy should be revisited to determine if a hard copy newsletter is a viable form of communication or if there are more efficient, effective ways of communicating using social media or web based communication. 

Communication between Board and staff has improved as a result of the email communiqué ("Board Blather") that is forwarded from the Board to all staff members three times per year.  This communiqué keeps staff apprised of Board initiatives and provides an important link between governance, administration and service delivery.

This report ("Outcomes Management Report 2011-2012) will be posted on the website as well as be made available to staff and funding bodies.  Their feedback will be used to help identify areas needing improvement, establish goals and what will need to be done to achieve these goals. 

Governance

 

Goal:

"Effective and ethical governance leadership that focuses on the Society's purposes and results in long term success and stability".

Report on Status of Goal:

This goal identified 1 strategy:

• To have at lease 7 members on the Board of Directors

 Board recruitment continues to be a challenge.  Although 2 new members were recruited to join the Board in September 2011, a long serving member (10 years) also retired from his Board duties at the same time.  For quorum purposes, an odd number of Board members would be preferred. Ideally, the Board would like to have 7.  Strategies for Board recruitment is a standing item on the Board's agenda. 

Human Resources

 

Goal:

"CRFSS recruits and retains highly qualified and motivated personnel at all levels of the organization."

Report on Status of Goal:

This goal identified 3 strategies:

• Staff indicate overall satisfaction with job
• Less than 10% loss of staff due to issues other than retirement or moving
• Hire at least one qualified First Nations counselor/family support worker

When asked the question "Overall, I am satisfied with my job", 7 respondents (35%) said they strongly agree and 13 respondents (65%) said they agree.

O% loss of staff due to issues other than retirement or moving. A total of 2 staff left the organization during this period - 1 moved due to medical reasons and the other left due to personal/family related issues.  Both indicated that they "loved" working here and did not want to leave.

There was 1 external posting for a Family Support Worker during this period.  The incumbent is not of First Nations heritage. 

Service Delivery

 

Goal:

"Child/Family centered service from intake to discharge or transition."

Report on Status of Goal:

The status of this goal is reported in the client satisfaction survey results as well as in the individual program reports and outcomes results.

Occupational Health & Safety

 

Goal:

"Decrease employee sick time."

Report on Status of Goal:

This goal had 1 identified strategy:

• Flu shots offered to all staff

Report on Status of Goal:

Flu shots are offered free of charge to all staff.  Due to a variety of reasons (personal or otherwise) employees may choose not to receive the flu shot.  Also as a matter of privacy, CRFSS does not keep a record of who does and does not have a flu shot.  Employee sick time has not been identified as a liability therefore this goal will be replaced by something more relevant and measurable. 

Satisfaction Surveys

 

CRFSS conducts annual surveys of persons served, stakeholders (including referral sources), personnel and Board members.  Surveys are designed internally and meet CARF standards with respect to "Information Measurement and Management" and "Performance Improvement".

Survey Monkey is used to collect, record and analyze personnel, Board and external stakeholders surveys, while paper hard copy is used for persons served and anyone else preferring this format.

As in previous years, high levels of satisfaction are reported for the most part.  Areas needing follow-up are identified in the Performance Improvement Activities (2012-2013) document.

2011-2012 also saw the start of specific outcomes measurement by program with an additional questionnaire for participants in the "New Beginnings Program".  This survey asked questions that assessed the client's quality of life and the impact that the program has had on them.

 Client Satisfaction Survey (52 respondents)

• When asked the question "After you were referred to us, how quickly were you able to access our services?", 65.3% said very quickly and 4.1% said took too long.  The majority (20.4%) were satisfied with the response time.
• When asked the question "Do staff treat you with respect?", 100% said yes.
• When asked the question "Are our counselling services helping you reach your goals?", 72.5% said excellent, 11.8% said not applicable and the other respondents said very good or good.
• When asked the question "How would you rate your overall satisfaction with our services?", 90% said excellent and 10% said very good.

Staff Satisfaction Survey (20 respondents, 80%)

•  When asked the question "Overall, I am satisfied with CRFSS", 7 respondents (45%) said they strongly agree, 10 respondents (50%) said they agree and 1 respondent (5%) said they were neutral.
• Staff satisfaction was also strong in the areas of communication with Executive Director, the value and encouragement of diverse perspectives, incorporating humor in the workday and job satisfaction
• Dissatisfaction was primarily around the physical working environment, information sharing and Executive Director/Team Leader communication.

 

Stakeholder Satisfaction Survey (40 respondents)

• When asked the question "What is you overall impression of the services provided by Campbell River Family Services Society?", 4 respondents (10%) said unsatisfactory/improvements needed, 3 respondents (7.5%) said average and 31 respondents (77.5%) said good/excellent.
• When asked the question "Do you believe Campbell River Family Services Society works in collaboration with other community services, agencies, schools and government?", 34 respondents (85%) said yes and 6 respondents (10%) said no.
• When asked the question "Would you be likely to recommend Campbell River Family Services Society programs to your colleagues?", 36 (90%) said yes.

 Board of Directors Annual Assessment (5 respondents, 83%)

•  When asked the question "I have the required information and opportunity to understand my obligations and responsibilities as a Board member", 100% said yes.
• When asked the question "I have found my Board membership to be stimulating and rewarding thus far", 60% said agree and 40% said strongly agree.
• When asked the question, "There is good two-way communication between the Board and the Executive Director", 40% said agree and 60% said strongly agree.

Complete results of all surveys are available.

 

2011 - 2012 OUTPUTS BY PROGRAM AREA

 

Child & Family Liaison Program:

• 92 clients
• 1.273 FTE
• 28% Aboriginal clients

Child, Youth & Family Development Program:

• 81 clients
• 2.79 FTE
• 32%  Aboriginal clients

Family Support Program:

• 85 clients
• 1.25 FTE
• 18% Aboriginal clients 

Group Works Program:

• 125 clients
• .69 FTE
• 37% Aboriginal clients

New Beginnings Program:

• 51 clients
• 1 FTE
• 31% Aboriginal clients

Early Childhood Behaviour Consultant Program:

• 151 clients
• 1.08 FTE
• 14% Aboriginal clients

Sexual Abuse Intervention Program:

• 59 clients
• 1.32 FTE
• 19% Aboriginal clients

Behaviour Consultant to Caregivers Program:

• 41 foster homes
• 1 FTE
• 7% Aboriginal homes

Family Place Program:

• 1 FTE
• 18,602 visits to Family Place programs
• 496 group sessions offered

 Family Resource Program:

  

2011 - 2012 OUTCOMES BY PROGRAM AREA

 

All the above program have "program logic models" that include program specific inputs, activities, outputs, short-term outcomes, mid-term outcomes, long-term outcomes, indicators of success and measurement tools.

 

New Beginnings Program:

In addition to the client satisfaction survey, clients in the "New Beginnings" program also completed a survey (14 clients participated) that assessed the impact that the program has had on their lives.  Questions in the survey were linked directly to the program outcomes: short, mid and long term.

•  50% of respondents said they have been receiving services in the New Beginnings Program for 3 years or more
• 78.6% said they know more about effective discipline with their child
• 78/6 % said that as a result of support they have received in the New Beginnings Program, they know more about and/or have used other resources in the community to meet their family's needs
• 100% said they know more ways about how to keep their child healthy
• 92.9% said they know more about keeping their child safe

A full copy of the survey is available.

 

Behavioural Consultant to Caregivers Program:

The 2011 program satisfaction survey for caregivers receiving services in the Behavioural Consultant to Caregivers Program was made available to foster parents at a training held in March 2011.  This program is unique and satisfaction also includes a degree of outcome measurement.  26 caregivers completed the survey. On a scale of 1 (not very) to 5 (very), the following responses were given:

• 26 rated as "5" the quality of the service provided (level of respect, professionalism, availability, level of support, timely response to phone calls and service requests)
• 25 rated as "5" that program services assisted them to manage issues related to fostering (understanding behaviour, strategies for managing behaviours, family contact, case planning, problem solving, support)
• 24 rated as "5" that they have been able to incorporate education (as a result of formal workshops, information sessions and information packet resources provided by Behaviour Consultant) into their fostering practice.

A full copy of the survey is available.