Quality Assurance

Governmental and community-based organizations are challenged in developing effective quality assurance efforts that go beyond mere compliance to continuous improvement in practice and outcomes. CSF has developed a proven approach to support organizations in developing effective Quality Assurance and Improvement (QA & I) systems. We provide review and analysis of current quality assurance efforts; build upon current efforts; support the establishment of a QA & I infrastructure including policies, tools, and the use of automation; develop and deliver training to staff at all levels; and support the integration of the QA & I system at all levels of the organization.

CSF’s approach to the design, development and implementation of a QA&I system focuses on three key quality assurance processes: Defining Quality; Measuring Quality and Improving Quality.

Defining Quality

The first step in our QA & I process is to work with our client to define quality. This process includes the identification of indicators and measures as well as the establishment of a quality baseline in key operational areas including:

	Fulfillment of Mission
	Demonstration of Model of Practice Principles
	Target Population
	Allocation of Resources
	Critical Milestones
	Performance Outcomes
	Compliance with State and Federal Standards and Requirements

CSF’s QA & I framework applies the Logic Model approach to support our clients in defining quality. The logic model is based in systems theory. Systems theory is an approach to problem solving that focuses on defining the interconnectedness of activities. Thus the logic model QA & I is a systematic and visual way to identify and define the relationships among the key elements of an organized effort to improve the quality of life of a child, youth, family or community. The core components of the logic model CSF uses to assist agencies in defining quality, identifying indicators and measures and establishing a quality baseline will include:

	Inputs – What resources are invested to fulfill mandates and achieve
	desirable outcomes?
	Strategies and Activities – How are resources being used to achieve
	results?
	Objectives (Outputs) – What is the target population and what type,
	level duration, frequency and intensity of services are necessary?
	Outcomes – What are the short term and long term measurable impact
	and outcomes of programs and services?

Measuring Quality

The second process in our QA & I effort is the gathering of data and information for measuring quality through key indicators at the case, worker, supervisor, local and State level against established baselines for:

	Capacity Indicators (Inputs)
	Strategies and Practice Indicators (Activities)
	Process Objective Indicators (Outputs)
	Results Indicators (Outcomes)

Improving Quality

The third QA & I process of our model focuses on improving quality and outcomes through the analysis of the gathered data and information that leads to an understanding of the underlying issues, the identification of opportunities for improvement and the development of action plans for the continuous improvement of quality and outcomes.

The Improving Quality phase of the QA & I process includes the monitoring, measuring and analysis of quality and outcome improvement activities. Improvement areas for consideration need to include:

	Resource Allocation
	Policy Changes, Clarification or Guides
	New or Enhanced Decision Support and Validation Tools
	Improvements in Training
	Enhanced Practice Strategies and Practices for Engagement, Case Assessment,
	Planning and Service Delivery and Coordination
	Strengthening the Supervisory Role
	Performance Plans for Units, Program Areas and Staff

Through our consultation support, QA&I guides and tools, and the training we provide, CSF supports staff in answering key questions to affirm effective strategies and practices, and to identify actions needed to ensure the continuous improvement of quality and outcomes in services for children and families. These questions include:

	What are the numbers? – Identifying the data that is being collected
	and establishing a regular schedule for the production and review of the data.
	What are the numbers telling us? – Organizing, clustering, reviewing
	and analysis of the data to understand what the data might be telling us regarding trends, quality issues and outcomes.
	What do we now know? – From the analysis of the data, enhancing staff and the
	organization’s knowledge base to identify opportunities for improvements in quality and outcomes and develop foundation for strategies and actions to improve quality and outcomes.
	What can we do to improve quality and outcomes? – Defining
	specific and doable actions and the prioritization and sequencing of those actions to ensure improvements in quality and outcomes. The answer to this question needs to also include defining or redefining quality baselines, measures and indicators as well as monitoring, tracking and reporting efforts to assess the impact of implemented improvement actions.