Module 8: Continuous Quality Improvement (CQI) in Adult Services

Module 8: Continuous Quality Improvement (CQI) in Adult Services
Description: There are many strategies Directors can use for CQI in Adult Services.
Learning Objectives:

  • Knowledge: Continuous quality improvement methods for Adult Service.
  • Skill: Evaluate and generate strategies for implementation of needed change.
  • Attitude: Guide the implementation necessary change with reports and audits.
Reading and Activities: 2 to 4 hours

Coaching: 2 -3 hours

  1. The Organizational Effectiveness Handbook, American Public Human Services Association Document provided (Print warning - this document is 310 pages)Chapter Three: Facilitating Continuous Improvement

    Section I: Assessing Change Readiness
    Section II: Establishing Role Clarity
    Section III: Planning and Contracting with the Sponsor Team Section
    IV: Developing DAPIM™ Work Products Section
    V: Preparing to Facilitate DAPIM™ Sessions Section
    VI: Effective Facilitation Skills and Techniques Section
    VII: The Continuous Improvement Case Study

    Chapter Four: Through The Lens Of The Human Services Value Curve

    Section I: Overview of the Human Services Value Curve
    Section II: The Human Services Value Curve in Action
    Section III: Benefits for Human Services Agencies
    Section IV: Foundations of Transformation
    Section V: Conclusion

  2. Organizational Effectiveness Quick Guide for Teams (2009), American Public Human Services Association (document provided)
Segment # 1 – Facilitating Continuous Quality Improvement

Time: Reading 2 hours, coaching 1 - 2 hours

Learning Objective Support and facilitate a continuous improvement project and set an organization up for success.
Activities
  1. Review OE Quick Guide
  2. Review Chapter Three in the OE Handbook, review tools provided for possible use within Director’s Division
    1. Change Readiness Quick Tool
    2. Change Readiness model
    3. Define, Assess, Plan, Implement, Monitor
    4. Effective Facilitation
    5. Case Study Template
  3. Complete (if not previously taken) CA APS Standards for Consistency in Determining Findings, e-learning from APSWI;
    https://theacademy.sdsu.edu/programs/apswi/apswi-elearnings/
Coaching Session

1 hour

The coach will discuss tools from the OE Handbook with the Director, any used in previous modules, or strategies for assessments that the Director should become adept at using in order to check their county’s performance regularly.

Reflection questions:

  • Have you ever been part of such an intensive review process?
  • What was it like having your work or your staff’s work examined so carefully?
  • How will you help your staff not feel defensive and instead help them to welcome feedback?

Wrap up reflections:

  • What’s currently working well or what are your strengths in this area?
  • What are your worries about addressing this area?
  • What needs to happen next so that you feel successful in this area?
  • Based on the responses to these questions the coach should work with the director to identify activities and/or opportunities to try out new behavior and test it over time with a plan to review how things are going with the coach at the next coaching session.

Coach ends session by looking at next segment LOs and activities and makes a plan with director on activities to complete before the next session.
Segment # 2 – Human Services Value Curve

Time: reading 1 hour, coaching 1 hour

Learning Objective Support and facilitate a continuous improvement project and set an organization up for success.
Activities
  1. Review Chapter Four in the OE Handbook and its four major concepts
    1. Human Services Value Curve
    2. Transformation
    3. Readiness
    4. Adaptive Leadership Self-Assessment, if not completed previously
Coaching Session

1 hour

The coach will discuss the chapter with the Director; specifically new concepts or ideas the Director can use in their current assignment.

Reflection questions:

  • Have you ever been part of such an intensive review process?
  • What was it like having your work or your staff’s work examined so carefully?
  • How will you help your staff not feel defensive and instead help them to welcome feedback?

Wrap up reflections:

  • What’s currently working well or what are your strengths in this area?
  • What are your worries about addressing this area?
  • What needs to happen next so that you feel successful in this area?

Based on the responses to these questions the coach should work with the director to identify activities and/or opportunities to try out new behavior and test it over time with a plan to review how things are going with the coach at the next coaching session.

Coach ends session by looking at next module LOs and activities and makes a plan with director on activities to complete before the next session.