Catholic Charities

1. Catholic Charities Performance and Quality Improvement (PQI)

2. PQI Orientation • What is PQI? • What is the purpose of PQI? • What’s the structure? • Who does PQI at Catholic Charities? • So what is measured? How is it done? • What does it have to do with me? What benefit can I get out of using PQI?

3. Our Commitment to Our Clients: To Continuously Assess and Improve Our Services

4. What is PQI? What does it mean? • Performance Improvement is the result of efforts to improve a situation or process; resulting in increased output and/or outcomes – all ‘hard numbers’. • Quality Improvement: All actions taken to increase the effectiveness and efficiency in order to meet or exceed expectations both to the organization and its customers – all ‘soft numbers’.

5. What is the purpose of PQI? To produce an organization-wide PQI system which advances efficient, effective service delivery, effective management practices, and the achievement of strategic and program goals.

7. Core Policy: Leadership & PQI “Catholic Charities leadership demonstrates a clear commitment to fostering a culture of excellence and continual improvement by: a. using quality improvement results to build capacity and improve practice; b. allocation resources for an organization-wide PQI system; c. making data-informed decisions.”

8. Specific ways this commitment can be seen include the following: • Board of Trustees & Senior Managers receive and use PQI information to make strategic & budget decisions, monitor quality and impact of services. • Supervisors use PQI data to improve services and improve client outcomes. • Staff throughout CC are familiar with PQI Plan, receive regular feedback, and have opportunity to participate in PQI activities.

9. What’s the structure? Policy: “The PQI system has an infrastructure that has the capacity to: a. identify organization-wide and program-specific issues; b. implement solutions that improve overall efficiency; and c. deliver accessible, effective services in all regions and sites”

10. PQI: What’s the structure?

11. So what is measured, how is PQI done? Quality Improvement is everyone’s job!

12. Quality Improvement is an Orientation and a Attitude • We understand our work as processes and systems. • We are committed to continuous improvement of processes and systems. • Our progress is incremental.

13. Core Principles of Performance & Quality Improvement (PQI) • Customer Focus • Mission Driven • Employee Empowerment • Leadership Involvement • Data Informed Practice • Using Quality Improvement Tools • Prevention over Correction • Continuous Improvement • Participation and Communication at all levels

14. Setting Priorities • Always more improvement opportunities than can be effectively addressed • Need to have a plan • Implement an overall Performance & Quality Improvement (PQI) Plan with yearly updates • Develop Dashboard to monitor progress against organizational goals

15. Priorities Become Actions • Performance & Outcomes Measurement • Analyzing & Reporting Information • Use of Quality Information to Make Improvements

16. Our Approach to Quality Improvement • What data and why? • Data is collected & analyzed. • Conclusions made. • If indicated; change & implementation.

17. Measures & Outcomes Client Outcomes Program Results Management/ Operations Performance Compliance with External Regulatory Requirements & Reviews

18. All Catholic Charities programs measure: • Outputs (number of clients served, number of visits, etc.) • Outcomes (what was achieved) • Satisfaction/ Loyalty Score All posted on Quarterly Dashboard Program Reports (available on-line for Board and Staff)

19. Why do we focus on outputs and outcomes? • If we are to be good stewards of the donations we receive we need to be accountable. • If we want to be the provider of choice to our funders, we need to demonstrate our competence, value and integrity. • Positive outcome results give clients reason to hope.

20. Measures & Outcomes • Output - the amount of something produced by a person, team, or program. • Outcome - the way a thing turns out; a consequence

21. Why Do We Measure Customer Loyalty? • Why Customer Satisfaction May Not Be Good Enough… the ‘Recommend question’ is 10 times better at predicting a return to the service or making a referral to a service than the ‘Satisfaction question’. Source: Satmetrix Net Promoter Score

22. RECOMMEND QUESTION FIRST,SATISFACTION LAST

23. IS THERE A UNIVERSAL ULTIMATEQUESTION?

24. WHAT IS NET PROMOTER?

25. PQI Operational Procedures & the Improvement Cycle • PQI Data Management Procedures • Using Data • Assessment of the Effectiveness of the PQI System

27. Planning Ahead • Reviewing the key PQI activities • Annual PQI Report • Casting new priorities & goals for future

28. What does it have to do with me?, What benefit can I get out of using the PQI system? It’s about the money… It’s not about the money…

29. It’s about the money… • No money, no mission. • Funders/Donners are demanding outcomes & results. • It’s a competitive world, good enough may not be good enough. • Employed in a program with great outputs and outcomes makes for a level of assurance.

30. It’s not about the money… • Solid metrics enable us to see how we are doing with respect to our mission. • Personal/Professional goals that align with program goals and agency mission are very rewarding – win-win situation. • Benchmarking with others lets’ us know how we are fairing. • It feels great when the whole team wins!

31. Performance & Quality Improvement “Quality is never an accident, it is always the result of high intention, sincere effort, intelligent direction and skillful execution. It represents the wise choice of many alternatives.” COA

32. Performance & Quality Improvement is a Journey It is not about one single dramatic action, but about trying things to see if they work. Remember, life is a series of experiments.

33. Questions? Thank You! – PQI Team Contact: mike.venezia@ccwny.org or 716-218-1400