LIFELINES Performance Quality Improvement Report 4th Quarter 2011 4th quarter 2011 p.1 CLIENT SATISFACTION AND OUTCOMES MEASUREMENT A main focal point of PQI is client satisfaction with services and outcomes measurement. We want to know with all our programs if clients are happy with our services, if they accomplished their goals and how their lives are impacted. Surveys are given to clients upon completion of a service. Surveys measure client satisfaction as well as outcomes measurement. Surveys give clients the opportunity to rate the effectiveness of the service they received. Pre and Post tests are administered to clients for some of the programs. This measures clients knowledge prior to receiving services and their knowledge upon completion to identify knowledge gained as a result of obtaining services. The goal is to have pre and post tests for as many of the programs as possible. Another way of measuring the outcome of a service is by looking at results from discharge summaries which indicate if a client made progress towards their individual goals and if their Global Assessment of Functioning changed. The following are results from surveys and pre/post tests given to clients and information from discharge summaries during the 4tht quarter. Family Counseling Center Programs Helping Children Cope with Divorce Continued to send reminders to parents about attending the Coping class. Letter reminding them has continued to have success in getting more parents to attend. Information sent to Judge Chambers and Judge Banks concerning attendance to class and results from surveys.
4th quarter 2011 p.2 Family Counseling (Does not include END clients) 60 charts were closed by FCC therapists. These clients averaged 2.9 visits. FCC Progress Made Towards Goals 1-2 Sessions 3-4 Sessions 5+ Sessions Achieved 0% Achieved 0% Achieved 0% Substantial 2% Substantial 3% Substantial 30% Partial 18% Partial 62% Partial 40% No Progress 80% No Progress 35% No Progress 30% 100% 100% 100% GAF-- GAF (Global Assessment of Functioning) - is a numeric scale (0 through 100) used by mental health clinicians and physicians to subjectively rate the social, occupational, and psychological functioning of adults, e.g., how well or adaptively one is meeting various problems-in-living.
4th quarter 2011 p.3 GAF- 1-2 Sessions 3-4 Sessions 5+ Sessions Improved 17% Improved 68% Improved 63% Same 83% Same 32% Same 37% Worse 0% Worse 0% Worse 0% 100% 100% 100% Consistently, statistics from our closed charts indicate the more sessions a client attends, the more likely they are to meet their goals and improve their Global Assessment of Functioning (GAF). END
4th quarter 2011 p.4 92% said their life has been changed as a result of the END program. 100% said the program gave them the skills to handle their emotions and more effectively cope with potentially explosive situations. 96% were satisfied with the group. 96% said they were treated with respect and dignity while in the program. 96% said their situation was understood by the END instructor. 92% said they were able to obtain support from the group. Participant s comments: *I want to thank Susan and David for really listening to me. They helped with so much. If it wasn t for the END program I don t know where I would be. *This program has changed me. *Thank you for helping me with my anger. I have better control of it now, I think before I act on it. Establishing Non-Violent Directions (END) (Clients who completed the program which included both group sessions and individual sessions) 56 charts were closed by END therapists. END Progress Made Towards Goals
1-2 Individual Sessions 3-4 Individual Sessions 5+ Individual Sessions + Group + Group +Group Achieved 67% Achieved 89% Achieved 63% Substantial 0% Substantial 11% Substantial 29% Partial 33% Partial 0% Partial 8% No Progress 0% No Progress 0% No Progress 0% 100% 100% 100% 4th quarter 2011 p.5 GAF (Global Assessment of Functioning) - is a numeric scale (0 through 100) used by mental health clinicians and physicians to subjectively rate the social, occupational, and psychological functioning of adults, e.g., how well or adaptively one is meeting various problems-in-living. END GAF 1-2 Individual Sessions 3-4 Individual Sessions 5+ Individual Sessions Improved 100% Improved 100% Improved 94% Same 0% Same 0% Same 4% Worse 0% Worse 0% Worse 2% 100% 100% 100% Of the clients who completed the END program both individual and group sessions 98% had improvement in their GAF score.
4th quarter 2011 p.6 Head Start Teacher Trainings Comments by participants: *The information received was very useful and I enjoyed it. *You did a fantastic job on helping personally relieve my stress. Head Start Parent Trainings Comments by participants: *Everything she said was helpful and I took it all in. It was very helpful. *The training was great.
4th quarter 2011 p.7 Child Advocacy Center 54 charts were closed by CAC therapists. These clients averaged 9.7 visits. CAC Progress Made Towards Goals 1-2 Sessions 3-4 Sessions 5+ Sessions Achieved 0% Achieved 33% Achieved 4% Substantial 0% Substantial 33% Substantial 44% Partial 8% Partial 0% Partial 38% No Progress 92% No Progress 33% No Progress 14% 100% 100% 100% GAF (Global Assessment of Functioning) - is a numeric scale (0 through 100) used by mental health clinicians and physicians to subjectively rate the social, occupational, and psychological functioning of adults, e.g., how well or adaptively one is meeting various problems-in-living.
4th quarter 2011 p.8 GAF- 1-2 Sessions 3-4 Sessions 5+ Sessions Improved 10% Improved 62.5% Improved 97% Same 90% Same 37.5% Same 3% Worse 0% Worse 0% Worse 0% 100% 100% 100% Consistently, statistics from our closed charts indicate the more sessions a client attends, the more likely they are to meet their goals and improve their Global Assessment of Functioning (GAF).
Outreach and Education Outreach and Education Prevention Education Training Evaluations 4th quarter 2011 p.9 Comments by participants: *Very good information, real life stories made the presentation more personable and relatable. *Presentation was awesome. Rape Crisis Victim Advocate Training Comments by participants: *The training weekend was very informative. The staff is so very suportive and helpful. I look forward to working withyou. Thank you all so very much. *All the trainers have done an excellent job. Prevention Education Teacher Survey Results
Comments: *The services were great. The students had a great time with the presenter. *The presenter did an awesome job with her presentation. 4th quarter 2011 p.10 100% of the teachers would refer to our agency. Consumer Credit Counseling Service Financial Counseling (FCO) results: Housing Counseling (HECM) results:
4th quarter 2011 p.11 Pre-Purchase Housing Counseling results:
Pre-Bankruptcy Filing Counseling (BK) results: 4th quarter 2011 p.12 Mortgage/Rental Delinquency (FP) results:
4th quarter 2011 p.13 HPRP Personal Finance results:
Understanding Credit Workshop 4th quarter 2011 p.14 DPA Home Buyer Workshop
4th quarter 2011 p.15 Money Management Workshop
Pre-Discharge Financial Management Workshop 4th quarter 2011 p.16 Consumer Awareness Workshop
4th quarter 2011 p.17 Communication of PQI Information: Results from all program surveys were distributed to the appropriate staff involved with each program and are available to staff from other programs as requested. Shared information/updates at Lifelines staff meetings. Reported to Judge Chambers and Judge Banks concerning CCWD. Board of Directors received PQI progress at Board Meetings. Information given at PQI committee meetings. Information shared in Staff Newsletter. Updated information reported in Management Team meetings. PQI Committee One PQI committee meeting held this quarter. Committee members from each division were involved. During the meeting in November, members reviewed charts from FCC and CCCS. Tallies were kept of problem areas in each division. Discussed feedback concerning the peer reviews which were completed earlier. 4th QUARTER (October, November, December) 2011 STATISTICS Family Counseling Center 49 new clients were seen for counseling intakes. 219 counseling sessions were completed. (not counting intakes) 25 new clients were seen for an END intake. 184 END individual sessions were completed. (not counting intakes) 34 END groups were completed. 34 new clients were seen for intakes for Strengthening Families. 40 Strengthening Families counseling sessions were completed. 9 -(4 hour) Helping Children Cope with Divorce classes. 4 Rollercoaster groups were completed. 17 Head Start classroom observations completed. Head Start Mental Health consultant received 17 new referrals. 6 Head Start parent trainings completed. o 75 Parents in attendance. 3 Head Start staff trainings completed. o 39 Staff in attendance. Child Advocacy Center 30 intakes were completed by CAC therapists.
o 349 therapy sessions were completed. 113 family sessions were completed with the Family Advocate. 2 Grand Jury sessions completed. o 18 victims attended. 2 Grand Jury orientation sessions completed. 10 victims present. 4th quarter 2011 p.18 Consumer Credit Counseling Service 185 sessions were completed for credit issues. 33 sessions were completed for bankruptcy pre-file. 9 sessions were completed for bankruptcy pre-discharge. 27 sessions were completed for DPA (down payment assistance). 22 sessions were completed for reverse mortgages (HECM). 11 sessions were completed for housing (HUD). 45sessions were completed for foreclosure prevention (NFMCP). 3 sessions were completed for Homeless Prevention Rapid Re-housing. (20) 1-hour workshops on a variety of topics completed. o 123 people in attendance. (6) 2-hour bankruptcy pre-discharge workshops were completed. o 57 people in attendance. (2) 6-hour Homebuyers workshops were completed. o 15 people in attendance. Outreach and Education United Way 211 o 211 received 3525 calls. o 7,553 referrals given to community agencies. Rape Crisis Center Victim Services o Responded to 40 hospital calls. o Received 67 crisis calls. o Completed 103 follow-up calls with sexual assault victims. o 4 Rape Crisis clients were seen for an initial session at the Family Counseling Center. o 11 Rape Crisis counseling sessions were completed. (not counting intakes) o Completed 3 support groups. 4 clients in group. o Provided clothing for 28 rape victims. o Provided information and referrals to 38 rape victims and family members. Prevention Education Programs o 84 presentations on prevention education provided to schools/school groups. Reached 1172 youth. o 1 presentation on prevention education provided to social service providers and educational professionals. Reached 19 people. o Participated in 1 community fair/exhibit. Reached 100 people. o 7 presentations on prevention education provided for youth development. Reached 115 youth.