Quality is Everyone's Business
The Quality Management Program at WCSI began to take form in June of 2000 when a Quality Assurance (QA) Program Director position was established. The Quality Management Program is composed of three primary components:
- Regulatory Compliance
- Client/Customer Satisfaction
- Continuous Quality Improvement (CQI)
The QA Director assumed an active role in the various licensing audits of each program. Currently, the Targeted Case Management, Early Intervention and Title XIX programs are formally audited by the State. Both the Targeted Service Management and Intake programs are licensed by the State and are subject to the Department of Public Welfare regulations but have not been officially inspected. The Workforce Investment Board's Out of School Youth program is audited by Federal, State and County regulators.
Annually, a client satisfaction survey for Targeted Case Management clients is completed. A parent survey for the Early Intervention program participants are mailed as the child exits and the results are monitored more closely than ever before. The Independent Monitoring for Quality (IM4Q) program conducts surveys of individuals receiving mental retardation services. The WCSI Board of Directors has a chairperson on the active Citizen's Advisory Committee.
The third component, a Continuous Quality Improvement process was developed and is operational today. The CQI process at WCSI is named The "WE" of WCSI. The objective of any continuous quality improvement process is to formalize an organizational committee to excellence, being the best, doing one's best, etc. The WCSI CQI process is based upon the essential belief that there is always some aspect in which to do better. The goal is to become more efficient and to work more effectively.
The Continuous Quality Improvement process is a major component to the Agency's Quality Management program and requires the fullest commitment of management personnel. The Executive Director, Program Directors, Department and Program Managers, Project Directors and Supervisors must lead the process. However, the most important individuals in actualizing the process are all the Agency's employees. Each individual person and the jobs they perform are valued and respected. Each individual employee participating and contributing to the overall well being of the organization is critical.