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Child and Adolescent Service Center
Quality Improvement Annual Report to the Community
Fiscal Year 2003
The Child and Adolescent Service Center (CASC) is dedicated
to providing continuously improving quality services to the children and
families of our community. We operate a comprehensive, Continuous Quality
Improvement (CQI) system to help us accomplish this task, and we summarize the
results of these efforts each year in an Annual Report.
We are pleased with the results of our past year’s efforts and we will continue
to work very hard at improving upon those efforts. Here are some of the
highlights.
Outcomes of Children and Youth: 76% Improved
80% of the children and youth treated and discharged from Child and Adolescent
Service Center experienced severe/major impairment in their emotional and
behavioral functioning at home, school and/or in the community. From the moment
of arrival through the termination of services, we measure progress through the
use of “standardized instruments” completed by parents, youth, and our staff.
This helps us identify areas where we need to improve our efforts.
Parent Satisfaction with Services: 93% Satisfaction
Surveys and other instruments are used regularly by CASC to determine “customer
satisfaction.” We place tremendous value on how we help families and children,
which includes these parent satisfaction areas:
• Overall satisfaction with the quality of services: 97%
• Satisfaction with CASC’s respect for family’s lifestyle: 94%
• Satisfaction with the family’s involvement in treatment: 92%
• Satisfaction with the time waiting for services to begin: 91%
• Satisfaction with improvement as a result of services received: 90%
• Family would choose CASC for services again: 89%
Professional Customer Satisfaction: 99% Satisfaction
CASC collaborates with numerous child-serving organizations ranging from schools
to courts to human services in an effort to provide quality, community-based
services. Successful partnerships result in improved outcomes and parent
satisfaction.
• Alliance City Schools: 100% satisfaction
• Louisville City Schools: 100% satisfaction
• Children’s Network: 100% satisfaction
• Fairless Schools: 99% satisfaction
• Canton City Schools: 95% satisfaction
Cultural Competency: 93% Competency Rating
CASC uses complex measures to determine Cultural Competency, which is one of our
core values. It is imperative we “embrace and respect individual differences and
provide culturally competent services in a manner that involves the family in
the definition of issues as well as in the selection of solutions.”
Staff Job Satisfaction: Above Industry Standards
CASC regularly surveys its staff to determine job satisfaction as this can also
positively impact quality of services including outcome and customer
satisfaction. We are proud to say this past year was one of our highest rated
years, particularly in the areas of innovation (new and creative approaches),
supervisor support (supportiveness of employees by supervisors/management and of
each other), task orientation (emphasis on good planning, efficiency in getting
the job done) and involvement (staff are committed to their jobs). CASC was
above industry standards in each of these areas.
Highlights of Improvements Implemented in FY’03
Purchased or upgraded over 100 computers through local grants. Staff are now
able to communicate much more efficiently and accurately.
Obtained full accreditation from the Council on Accreditation (COA) through
2007. COA is an international, independent, not-for-profit child, family and
behavioral health care accreditation organization which “…champions quality
services for children, youth and families…evaluating each organization against
best-practice standards.”
Participated in the initiation of school-based CARE Teams in Alliance Middle
and Navarre Elementary Schools. The CARE Team concept is an emerging
best-practice model gaining recognition throughout the state. CARE Teams “work
collaboratively with mental health clinicians, social services organizations,
police officers and the court system to address students as whole persons.”
Implemented consultation services as part of CARE Teams in Alliance and
Fairless school systems. This was accomplished through obtaining $133,000.00 in
funding/contracts with the Alliance School System and the Stark County Community
Mental Health Board.
Expanded CASC’s collaboration with Pegasus Farm Equestrian Center for the
Disabled. This was accomplished by establishing a year round
leadership/community-service treatment group located at the farm.
Achieved 7 year American Psychological Association (APA) accreditation for
CASC’s psychology internship program.
All “urgent requests” for services were scheduled within 48 hours. This was
accomplished by establishing a rotating, on-call system utilizing clinical
supervisors.
All clients judged to have both the intent and the ability to seriously harm
another person or structure were prevented from carrying out their threats. This
was accomplished through the use of CASC’s Duty-to-Protect procedures.
100% of registered complaints were resolved to the satisfaction of clients and
other parties.
Established an agency-wide orientation and training program. This helps ensure
treatment staff receive all necessary training in addition to providing them
with the opportunity to advance their skills through individualized workshops
and seminars.
Expanded recruitment efforts with 5 area graduate programs. This allowed CASC
to provide 10 Masters level internships over the course of the fiscal year,
which significantly improved our efforts to hire quality professional staff.
Developed a more comprehensive and efficient diagnostic assessment process
through the use of a computer software program. This included ensuring a more
consistent and thorough screening of crucial factors such as alcohol and
substance abuse, family mental health issues, previous mental health treatment,
and presenting emotional and behavioral problems.
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