DIS 499/599: Module 6: Topic 1: Online Lesson
Week 15: 4/28 - 5/5
Online LessonObjective:
* To understand different aspects of "quality"
To complete this assignment successfully, you should read the following objectives and lessons:
1. The word "quality" can mean a characteristic or an aspect of some phenomenon. As an aspirational term it refers to a high level of achievement and expectation. As a subjective notion there can be disagreement about what constitutes a "quality" program. A quality assurance system to be reflective of the group involved must include all points of view. "Quality" also equates to value. A quality assurance system must be aimed at the value or the outcome of services.
2. There are four dimensions of service quality. Loosely quoted here, they are:
*
Inputs--or
"structural" measurements of the service system; the capacity that the
provider brings to bear on the delivery of services.
They include the physical facility, the nature and competency of the
staff, and the regulatory framework in which the service is delivered, including
emphasis on staffing ratios, staffing standards, etc..
* Process--reflects the interaction between the person receiving
services and the organization providing the service; the "practices"
of that organization. In many
situations, this has deteriorated to just paperwork compliance.
* Outputs--synonymous with "product;" includes such things
as numbers of clients served or the units of service delivered.
This information often substitutes for true program results.
Objective:
* To identify an effective quality assurance system
1. An effective quality assurance system is critical in the delivery of services and supports to individuals with disabilities and their families. The system should be built on three basic elements:
a) standards (sources: ideology and values, professional theory and practice, and scientific inquiry),
b) monitoring (the design of measurements to assess the compliance with standards and the development of oversight systems including on-site and off-site surveillance), and
c) response mechanisms (assessing information collected through monitoring and developing a remedial action plan).
2. Features of a quality assurance system:
* the system ensures that promises for quality services and supports made to individuals and families are kept.
* the system communicates high expectations for the service delivery system.
* the system provides feedback to providers of services in order to assist them to improve and enhance their programs.
* the system provides program administrators, consumers and advocates with data to impress upon legislators the need for support services.
* the system ensures that gains made are maintained over time.
Adapted from: Bradley, Valerie and Hank Bersani. Quality Assurance or Individuals with Developmental Disabilities: It's Everybody's Business. Baltimore: P.H. Brookes Publishing.
Objective:
* To identify the different constituencies interested in evaluation of family support
1. According to John Agosta of the Human Services Research Institute in a conversation in 1993, the answer depends on who is asking the questions and for what reasons. In an evaluation of a state's family support program, he described a situation in which he met with a diverse group of people, representing different interests. The psychologists wanted pre- and post- measures of depression, stress, and perception of the situation. The program administrators wanted cost-effectiveness measures in terms of out-of-home placements and more costly programs averted. Social workers wanted information on variations in reports of child abuse, and the divorce rate. Advocates wanted waiting lists and anticipated needs, as well as cost-effectiveness data that would catch the eyes of legislators. Families wanted a single question--"Did it help?"
2. The Developmental Disabilities Quality Coalition is made up of the following national organizations: American Association of University Affiliated Programs, American Association on Mental Retardation, American Network of Community Options and Resources, The Arc, Consortium of Developmental Disabilities Councils, The Council on Quality and Leadership in Support for People with Disabilities, National Association of Developmental Disabilities Councils, National Association of Protection and Adovcacy Systems and the National Association of State Directors of Developmental Disabilities Services, Inc and self-advocates.
Last fall they held a conference and came to consensus on five major challenges to creating high quality community service delivery systems.
a) Building a qualified community workforce - there need to be competent and dedicated frontline workers and supervisors to furnish high quality services
b) Strengthening Community Infrastructure - state governments must invest in a strong service delivery infrastructure that is consumer and family driven
c) Improve Provider Networks - essential training, recruitment and monitoring activities must be funded by provider agencies
d) Improve Consumer and Family and Advocacy - there is a need for advocacy at the consumer and system levels for non-entitlement and entitlement programs across the lifespan for individuals with disabilities
e) Improve State/Local Quality Management Systems - more emphasis needs to be placed on the emerging use of person-centered outcome and performance measures; it should be seen more as a method of identifying and continuously improving the service delivery system, rather than a policy review function.
Once you have completed this activity you should:
Go on to Web Activity
or
Go back to Topic 1
Email the instructor: Becky.Raabe@nau.edu
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