Wayside Youth

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(No Transcript)
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• An A Means Youre Not Working Hard Enough

Christine M. Paschal, LICSW Director of
Quality Management Andrea Salzman, LICSW
Senior Program Director Family-Based Services
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Learning Objectives

• Participants will understand the ongoing
  evolution of a comprehensive PQI (QM) process
  within a human service agency environment--one
  that draws upon history and unique program
  cultures as it adapts to changing service
  trends and a very competitive marketplace.
• Participants will be able to understand how the
  PQI (QM) Department at a mid-sized multi-service
  agency is able to implement, in practical terms,
  a very comprehensive PQI process.
• Participants will be walked through the entire
  process of actually developing a comprehensive
  PQI (QM) plan within a Family Preservation
  Program, drawing upon agency mission and values
  and fully incorporating program staff into its
  active development.
• Participants will see how this Family
  Preservation Program actually applies its
  program-specific PQI (QM) plan to the ongoing
  daily functioning of the program.

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The Wayside Story

• In 1977, a group of citizens formed one of the
  first residences in New England for runaway and
  homeless youthHarbinger House.
• As the need for alternatives to orphanages,
  reform schools, and psychiatric hospitals grew,
  Wayside responded by expanding to include an
  array of services which support youth and
  families in their communities.
• Over the years, the Wayside network has
  incorporated a number of long-standing, local
  community organizations whose commitment to
  helping the children and families of the region
  has served to complement Waysides overall
  spectrum of care.

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Wayside is dedicated to achieving the highest
standards of quality and integrity in providing
leading edge counseling, family support,
residential and educational services for building
strength, hope and resiliency in youth, families
and communities.
Waysides Mission
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Who we are

• Wayside is a non-profit human services agency
  annually providing services to over 10,000
  families and individuals from the Greater Boston,
  MetroWest, and Blackstone Valley communities of
  Massachusetts. We are committed to and affirm
  our support of individuals representing different
  races, ethnicities, abilities, sexual
  orientations, and religions. Programs are
  located at 11 sites in 8 communities, including
  the newly completed (Spring 2009) Campus -
  housing 72 adolescent residential beds, a
  therapeutic day school and a day treatment
  program
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• Arlington (2 sites)
• Framingham (3 sites)
• Malden
• Milford

• Somerville
• Waltham
• Watertown
• Worcester

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Licenses and Accreditation

• National/ International
• Council on Accreditation (full accredited since
  1999)
• United Way Member Agency
• Massachusetts
• Department of Early Education and Care
• Department of Elementary and Secondary Education
• Department of Mental Health
• Department of Public Health

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Waysides Services

• Residential programs (serving ages 12 25)
• Day Treatment and Therapeutic Day School
• Individual, group, and family counseling
• Home-based outreach services
• Intensive Care Coordination and Wraparound
  Services
• Transitional Age Youth programming
• Community Prevention programs
• Trauma Intervention Services

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Wayside Demographics

• 10,000 individuals and families served annually
  from communities across the state of
  Massachusetts
• 32 clients identify as non-Caucasian
• 30 client households below poverty line
• Over 400 staff
• 40 volunteers
• 22 million annual agency budget

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History of PQI (QM) Process _at_ Wayside

• Around 1992, it all started with a BRIGHT IDEA
  from the Executive Director and a discussion with
  the Senior Management Team
• How do we know if we are being effective at
  all with our clients/ services?
• How do we develop a system that is objective
  and neutral to look at this?

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History of QM Process _at_ Wayside

• Reasons to AVOID embracing a QM Process
• Staff can be defensive dont want to be
  looked at
• Process is staff intensive - collecting data,
  info, measures
• Expensive need to assign a position
• Time consuming drafting plans, writing
  reports, meetings
• Easy to brush aside when other things come up

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History of QM Process _at_ Wayside
Next steps

• Decided to have routine meetings with all
  programs
• Took a look at what is going well or not going so
  well
• Base this self-analysis on actual data not just
  anecdotal stories or reports from staff

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Examples of Wayside Standard QM Goals
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Examples of Wayside Standard QM Goals
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Examples of Wayside Standard QM Goals
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Wayside Quality Management Process
Annual QM Process
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Waysides Quality Management Plans

• Each program creates a QM plan annually
• Plan is divided into 3 sections of goals
• Client or Prevention Service Outcomes
• Risk Management
• Staff and Program Development
• Plans are very individualized
• Plans have approximately 8-10 total goals

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Wayside Annual QM Plan template
Program Name Fiscal Year 2010
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Wayside QM Semi-Annual Report template
Program Name Time Period
This report is completed after mid-year results
are available and then again at year-end
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Waysides HomeBase Program

• HomeBase provides range of community-based,
  family-based services
• Goals are to protect, preserve, reunify families
• Services are usually short-term delivered using
  strengths-based, resiliency-focused model
• Model allows for variety of service modalities
  including
• Individual, Couples, and Family Therapy
• Behavior Management
• Substance Abuse Treatment
• Skill-Building
• Vocational Assistance
• General parenting support/ guidance, childcare
  and transportation
• Advocacy
• Case Coordination with other providers
• Assistance with budgeting and household
  management
• Referrals for after-care services

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Growth of HomeBase Program

• Reasons for program growth
• Program model individualizes its approach to each
  family
• Ongoing comprehensive QM process Wayside
  incorporates

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Current HomeBase Program

• HomeBase is the largest program at Wayside
• 40 salaried staff
• 3 million annual budget
• Serving 140 families at any one time
• 6 different funding streams - each with own
  mandate, processes, and culture

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QM in Daily Practice of HomeBase Program

• The keys to incorporating QM into practice
• Manage the program by incorporating program
  agency philosophy into daily
  functioning
• Maintain a sense of creativity and fun in
  programming
• Ensure absolute transparency to staff to
  maintain buy-in
• Describe the program model when hiring
• Maintain an ongoing culture of wanting to be the
  best at what we do
• Ensure their ongoing understanding of the reality
  of the market
• Ensure they understand the mandates of each
  funding agency
• Make continuous connections with funding sources
• Help them understand the financial aspects of the
  program
• Ensure they understand the liabilities

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Development of Annual HomeBase QM Plan

• Overarching Vision
• Wayside Family Based Services will be the 1
  Family-Based Service Provider in Massachusetts
• 2) Stakeholders contributed to general goal
  categories
• Client Service Outcomes
• Risk Management
• Staff and Program Development
• 3) Staff involvement in developing program
  specific goals

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Development of Annual HomeBase QM Plan

• How HomeBase staff were involved in process
• Staff were broken into small groups to think
  about separate sections of the QM plan and
  formulate further ideas for goals
• Brought groups back together for discussion
• PD and Assistant PD pulled together all
  information gathered
• Plan was developed based on all this information
• Had further discussion about steps needed to take
  to achieve goals with supervisory team of program
  (7 staff)

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Development of Annual HomeBase QM Plan

• Staff were broken into the following groups
• Client Service Outcomes - how do we know when we
  are successful with families, individuals?
• Risk Management - staff safety issues and
  liability issues
• Staff and Program Development - vision is to be
  1 Family Based Services Program in
  Massachusetts, what do we as a program need to
  work on to achieve this?
• Community Connection - community resources is an
  integral part of what Family Based Services are
  supposed to do and should do. What is your
  understanding about what it means to be truly
  Community Connected?

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Some Results from HomeBases Team QM Planning
Process

• Client Service Outcomes
• Positive Outcomes would include
• Families remaining together
• Clients would achieve goals on treatment plans
• Clients would be more connected within their
  communities
• Ways to measure would include
• Client Satisfaction surveys (already done, but
  increased response needed)
• Referral source satisfaction (same as above)
• Changes as noted with standardized outcomes
  instruments (TOP)
• Use of scaling on treatment plan goals
• Specific target areas noted as needing to be
  addressed
• Staff need to have greater understanding of
  community connection and creative ways to
  achieve this
• Increased availability of specialized training
  areas as well as access to specialized consults
• Scaling of treatment plans consistently applied
  results given to staff regularly
• Strategies to improve response rate for
  satisfaction surveys
• Follow-up data (3-6 months later) needed

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Some Results from HomeBases Team QM Planning
Process

• Risk Management
• Regarding Staff Safety
• Need to ensure program does not become complacent
  about staff safety issues maintain ongoing
  dialogue
• Have clear program policies regarding various
  staff safety issues
• Add some specific items to intake form to review
  with client/family at start of service
• Specific verbal de-escalation and self-defense
  training for FBS staff
• Regarding liability
• Ensure program forms available are the most
  up-to-date versions
• Ongoing program training re documentation with
  additional trainings for those who need more
• Routine crisis-planning form completed with all
  clients and training for staff on how to do this

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An Example of HomeBases Semi-Annual Report

• See provided HANDOUTS for highlighted areas of
  direct staff/ program involvement within a
  Homebase QM Semi-Annual report

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• Original art by a student at Wayside Academy

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• Original art by a student at Wayside Academy

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• Original art by a student at Wayside Academy

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Senior Staff Board of Directors

• Senior Staff
• Eric L. Masi, Ed.D, President CEO
• Carol Flinn-Roberts, LMHC Director of Clinical
  Services
• Christine Paschal, LICSW, Director of Quality
  Management
• Elizabeth Reid, LICSW, Vice President
• Diane Ramirez-Riley, MBA, Director of Human
  Resources
• Bonny Saulnier, MA, Vice President
• David Simmons, CPA, CFO
• Marisa Timmins, Director of Development

Board of Directors
Donald S. Keller, ChairpersonDominick Tolson,
Vice ChairDaniel Sullivan, Treasurer Maribeth
P. Hedgpeth, Clerk Gregory Aceto Edward Cohen,
Ed.D
Robert D. Cushing Ron Jewell Roberta G.
Leis Rev. Dr. J. Anthony Lloyd Wendy
Scharen Susan Yi-Millette
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• WAYSIDE YOUTH FAMILY
• SUPPORT NETWORK, INC.
• 1 Frederick Abbott WayFramingham, MA 01701
• TEL [phone]
• FAX [phone]
• www.waysideyouth.org