Using NCI to Measure Performance at the Regional Center of Orange County

1. Using NCI to Measure Performance at the Regional Center of Orange County LeeAnn Christian Regional Center of Orange County Santa Ana, CA Reinventing Quality Conference August 2004

2. CA System for People with Developmental Disabilities • Dept. of Developmental Services (DDS) • Provides services and supports to ≈200,000 children and adults with developmental disabilities • DDS contracts with 21 nonprofit regional centers to help families access local services and supports Reinventing Quality Conference August 2004

3. Coordinate services for 13,500 individuals Large Hispanic and Vietnamese populations 200 service coordinators 2,840 vendors CA Orange County Regional Center of Orange County (RCOC) Reinventing Quality Conference August 2004

4. RCOC Mission Statement ... assist persons with developmental disabilities, and their families, in securing and coordinating those services and supports which maximize opportunities and choices for living, working, learning, and recreating in the community and which result in consumer satisfaction and quality services which stress human dignity and openness to innovation. Reinventing Quality Conference August 2004

5. RCOC’s Participation in NCI • Began in Phase IV (2001/2002) • NCI surveys replaced previously used consumer and family surveys • Conduct 600+ consumer surveys annually • Mail 10,000+ family surveys annually • Primarily for Self-Assessment Reinventing Quality Conference August 2004

6. Some Things We’ve Learned • Most consumers/families are satisfied with their services and supports & feel they have made a positive difference • Families with children under 18 tend to be less satisfied overall • ≈40% of families with children under 18 are satisfied with the information they receive about the status of their child’s development • Many families need more help connecting with typical supports and accessing community activities • Based on family survey results, <50% of consumers are participating in community activities Reinventing Quality Conference August 2004

7. Some Things We’ve Done • Created Early Start Survey • Conducted staff training for typical childhood development for 0-3 and scheduled to do for over 3 • Provided more support/counseling to families of children under 18 • Continually developing relationships with city recreation departments, etc. to facilitate more opportunities for community activities Reinventing Quality Conference August 2004

8. Dissemination of Results • RCOC Newsletter - “Dialogue” • Presentations to • Board of Directors • Board of Directors Committees • RCOC Staff • Vendor Community • Community-at-large Reinventing Quality Conference August 2004

9. Future Directions • Improve experiences of families with children under 18 • Review/Revise Guiding Principles • Review/Revise Quality Assurance Instruments • Use NCI results to assist in maintaining, if not improving, service coordination and services to families given upcoming budget constraints Reinventing Quality Conference August 2004