The Quality Community Action System

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The Quality Community Action System
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What is the Quality Community Action System
(QCAS)?

• Continuous improvement system
• Helps organizations self-assess themselves in 6
  infrastructure areas
• Provides Peer Review and Feedback
• Prevents problems from becoming crises
• Prepares agency for CSBG monitoring

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Development of QCAS

• Challenges in the Community Action Network
• Peer-to-Peer based process was developed.
• A collaborative effort of CAA leadership, state
  CSBG offices, and state associations from CT, MA,
  and RI. West Virginia using it.
• Involved over 100 individuals from CAAs in the
  three states.
• Funded by the Office of Community Services

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Guiding principles

• Strong agencies create strong programs
• Identify strengths as well as weaknesses
• Do not duplicate other program-specific
  assessments
• Support continuous improvement
• Support ROMA implementation
• Make the effort sustainable

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QCAS andROMA Implementation

• ROMA and QCAS are outcome-based systems
• QCAS measures agency capacity (CSBG Goal 5)
• QCAS helps measures ROMA implementation

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QCAS 3 Steps to improvement

1. A Self-Assessment Tool with a 12-step process to
   guide its use
2. A Peer-to-Peer Site Review process and manual
   that links the site review with the
   self-assessment scores
3. Develop Strategic Plans based on results (using
   facilitators, technical assistance, and follow-up)

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QCAS ContentThe Six Infrastructure Areas

• The assessment tool reviews Community Action
  Agency infrastructure in six areas
• Governance
• Operational Management and Organizational
  Structure
• Planning, Marketing, Fundraising, and Community
  Investment
• Information Technology
• Human Resource
• Finance and Budget

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Conducting the Self-Assessment

• Self-Assessment Steering Committee guides
  process.
• The Steering Committee defines the purpose,
  scope, time table, resources and staff needed.
• Identify members (including Board members) for
  each of the 6 infrastructure area teams.
• Teams convene to review and determine scores.

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1. The Self-Assessment Tool

• A program-neutral guide for CAAs to conduct a
  self-assessment of their organizations strengths
  and weaknesses in the six areas
• A set of assessments that support ROMA
  implementation
• A 12-step improvement process outlining how to
  conduct the assessment and execute improvements

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Looking at each of the 6 areas
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Governance

• 1. Board Composition
• 2. Role of the Board
• 3. Keeping the Board Informed
• 4. Board Decision Making
• 5. Board Training and Orientation
• 6. Relationship with Executive director

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Governance
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Operational Management and Organizational
Structure

• 1. Intake
• 2. Collaboration
• 3. Collaborative Agreements
• 4. Outreach
• 5. Involvement in Program Development
• 6. Determining Program Design
• 7. Program Monitoring and Assessment
• 8. Operational Policies
• 9. Program Integration
• 10. Performance Measurement
• 11. Customer Satisfaction
• 12. Purchasing and Contract Management
• 13. Confidentiality and Client Privacy

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Operational Management and Organizational
Structure
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Planning, Marketing, Fundraising, Community Inv.

• 1. Mission and Planning
• 2. How Current and Relevant is the Strategic Plan
• 3. Use of the Strategic Plan
• 4. Development of the Strategic Plan
• 5. Community Needs Assessment
• 6. Marketing
• 7. Expanding Funding
• 8. Fundraising

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Planning, Marketing, Fundraising, Community Inv.
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Information Technology

• 1. IT Planning and Policy
• 2. IT Training
• 3. IT Administration
• 4. IT Security
• 5. Agency Web Site
• 6. Data Integration
• 7. IT Support
• 8. Telecommunications

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Information Technology
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Human Resources

• 1. Employee Compensation
• 2. Employee Benefits
• 3. Hiring Practices
• 4. Employee Recognition
• 5. Communication and Information Sharing
• 6. Team Building
• 7. Organizational Decision Making
• 8. Internal Customer Satisfaction
• 9. Diversity
• 10. Human Resource Policies and Procedures
• 11. Human Resources Development
• 12. Workplace Safety
• 13. Job Descriptions
• 14. Staff Development and Training
• 15. Performance Appraisal

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Human Resources
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Finance

• 1. Financial Controls
• 2. Involvement in Financial and Budget Report
  Development
• 3. Distribution of Financial and Budget Reports
• 4. Support for Use of Financial and Budget
  Reports
• 5. Use of Financial Reports
• 6. Use of Budget Reports
• 7. Involvement in the Budget Development Process
• 8. Timeliness of Reporting to Funders in Last 12
  Months
• 9. Development of Reports to Funders
• 10. Response to Audit and Financial Compliance
  Reviews
• 11. Financial Planning
• 12. Training in Financial Matters
• 13. Diversity of Funding Sources
• 14. Stability of Funding Sources
• 15. Funding Outside of Major Programs
• 16. Cash Flow and Debt Management

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Finance
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The 12-Step Process the Self Assessment

1. Determine organizations status and how the
   agency will benefit from QCAS.
2. Define the level of involvement of staff, board
   members, management and community.
3. Assign a team to assess each area.

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The 12-Step Process the Self Assessment

1. Teams collect necessary information and draft the
   assessment.
2. Teams come together to discuss their findings and
   finalize assessments.
3. Teams assess overall health of each area and
   determine areas at risk.

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12-Step Process The Quality Action Plan

1. Rate the importance of each of the items to the
   well being of the agency.
2. Determine the ease of accomplishment.
3. Choose final action items.
4. Develop Action Plans including resources, dates
   and milestones.
5. Monitor progress.
6. Conduct Self-Assessment in 12 months for at-risk
   areas.

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2. The Peer-to-Peer Site Review

• The Peer-to-Peer Site Review provides outside
  perspectives and analysis
• Usually conducted as part of Step 6
• 3 peers form the Site Review Team.
• A site-review protocol including structured
  interviews are used.
• Verbal feedback provided at conclusion of review.
• Written, confidential report on request

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3. Strategic Planning

• Help every step of the way
• Facilitators for Self-Assessment
• Quality improvement experts to assist with
  improvement efforts
• Find content experts for specific areas (e.g.,
  finance, marketing)

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Example
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Looking at each of the 6 areas

• Governance
• Operational Management and Organizational
  Structure
• Planning, Marketing, Fundraising, and Community
  Investment
• Information Technology
• Human Resource
• Finance and Budget

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Tracking agency performance

• Informs Operational Management
• Customer satisfaction
• Outcome measures
• Process measures
• Cost measures
• Context measures
• Informs Organizational Structure
• Communication is common thread

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The Big Picture

• Self-Assessment Tool used annually
• Initial use establishes baseline for agency
• Subsequent use can focus on subset of the six
  areas and be more or less in-depth as necessary
• Could be used to quickly identify problems

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The Big Picture cont.

• Site Review every second or third year
• Should be used as a learning experience
• Provides an outside perspective
• Brings knowledge of best practices
• Prevents agency becoming shortsighted

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Using QCAS Information

• Create comprehensive set of measures
• Develop measures with staff and management that
  are meaningful
• Create reports that are useful for management
• Train management and staff to use the reports
  they create

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Conclusion

• There are other agency assessment and
  accreditation systems
• CAAs need to strengthen infrastructure
• Measure agency performance
• Proactively address weaknesses
• Address infrastructure in strategic planning
• Increase focus on agency in addition to program
  operations