Performance Improvement Plan 2015

Transcription

1 Executive Summary Performance Improvement Plan 2015 Dengarry Professional Services Ltd. provides support and services to individuals with developmental disabilities. This includes residential, employment and community access supports. Our main focus is to help individuals attain a better quality of life by achieving a greater independence, increased social participation and an overall improved well being (emotional, physical and material). Dengarry Professional Services Ltd. is committed to long-term planning to ensure quality and continuity of services. Therefore, the President and Management Group are responsible for ensuring that a formal and periodic strategic planning process is conducted and for reporting the findings to the organization. This planning assessment is conducted annually, by February 15 th of each year and refers to information compiled from: Satisfaction Surveys, Individual Service Plans, Staff Meetings, Contractor Meetings, C.L.B.C. Meetings and Monitoring, Accessibility Assessments, Technology Plans, Risk Management Plans, Managers Meetings, Directors Meetings. Environmental health and safety reports Individual complaint/appeals The following is the Performance Improvement Plan for the time frame of January 1 st, 2015 to December 31 st, Included within are: Five Year Long-term planning Annual Review Requirements Service Delivery Improvements Organizational Improvements Technology Improvements Risk Management Improvements 1

2 Five Year Long-Term Planning The following goals for Dengarry Professional Services Ltd. over the next five years are the organization s response to important issues identified by the Management Group with input from Team Leaders and Home Share Coordinators but ultimately driven by individuals and their requested services. These goals provide a roadmap for fulfilling the strategic direction. 1) Dengarry Annual Internal Audits a. It has been identified that Annual Internal Audits will be conducted to ensure continual growth and improvement of services provided to individuals. 2) Planned organizational growth a. Continue to evaluate opportunities for continued growth and stability across a diverse spectrum of services. b. With respect to Home Sharing, we will continue to recruit caregivers and expand this program as required. 3) Dengarry Professional Services Ltd. (DPSL) Training a. Addition of Behavioral Analyses Module i. Have training system built and all staff trained within 5 years b. Addition of Trauma Informed Practice Module i. Have all staff trained within 5 years 4) Web Based Employee Tools a. Staff sign in b. Read and sign memo c. Payroll/scheduling program 5) Quesnel Office Restructure a. Due to program requirements, need to consider renovating outbuilding at current location. 6) Kamloops Service Options a. Future consideration to provide training/program opportunities in new office building. 7) Vernon office a. With the growth of services in Vernon, may need to consider office space. 2

3 ANNUAL REQUIREMENTS Accreditation is the process of obtaining outside feedback of how well an agency does business on a day-to-day basis. Dengarry Professional Services Ltd. has entered into an agreement with CARF (Commission on Accreditation of Rehabilitation Facilities) to examine every aspect of our organization and to ensure that we are providing our services in the best possible way. Dengarry developed the following list of annual requirements to ensure we are providing the best possible service to the individuals we support. Policy and Procedure Manual Review Employee Evaluations Employee Competency Reviews (Medication, Evacuation Plans, Safety, etc.) Job Description Review Dengarry Professional Services Ltd. Training Review MANDT Re-Certification Complaint / Appeal Review CARF Standards Review Individual Service and Support Documents Review (ie. Profiles, Consents, Inventory Lists, Rights, etc.) Home Share Program Monitoring and Health and Safety Checks External Site Safety Inspections Site Orientation Package Review Accessibility Assessment / Plan / Annual Review All Incident Reports Review Satisfaction Survey Review Strategic Planning Ensuring this list is completed annually is the responsibility of all levels of the organization, from the President through to frontline staff. 3

4 2014 Performance Improvement Carry Over Items Service Delivery Improvements 1) Individual Social Gatherings a. Team Leaders and Staff will organize social gatherings that will discuss topics that are important to individuals. These gatherings will provide meaningful dialogue and activities for the individuals that attend. b. Measured by reviewing attendance lists and adding a question to the Individual Satisfaction Surveys. c. IMPLEMENTATION DATE: i. Kamloops: June 30 th, ) Creation of Work Safety Procedures for Individuals a. Safety Committees will be responsible for the creation of guidelines, procedures and standards for individuals providing contracted services within the community or under Dengarry. b. Measured by having completed guidelines, procedures and standards for relevant tasks 3) Increase respite availability for Home Share Caregivers a. Managers and Home Share Coordinators Committee will be responsible for creating a plan to address the required increase numbers of respite providers and the retention thereof. b. Measured by satisfaction surveys c. COMPLETION DATE: Ongoing Organizational Improvements 1) Web Based Surveys a. It has been identified that Dengarry s satisfaction survey responses, on average, did not increase with the new internet based survey tool. i. We will adjust our survey period to Community Living Month (October). ii. We will continue to recognize that not all stakeholders have internet access. In these special circumstances, hard copy satisfaction surveys will be sent by mail. b. Measured by survey responses returned, target being 40%. c. IMPLEMENTATION: October 15 th, ) Policy and Procedure Manual a. As Dengarry has changed its letterhead, the policy and procedure manual requires a general update to include the letterhead and minor terminology changes. Furthermore, it has been identified that there are 4

5 changes/updates to policies that are required. The areas that management will be focusing on are: i. Medication ii. Documentation iii. Probation and Evaluation iv. Complaint and Appeal v. Respite b. Measured by implementation by completion date. 3) Dengarry Professional Services Ltd. (DPSL) Training a. Dengarry is developing and implementing training modules for all employees. The goal is to have all employees complete the orientation module of the Dengarry Professional Services Ltd. (DPSL) Course. This orientation module includes but is not limited to: i. Policy and Procedure Manual Review ii. Safety b. Measured by all employees obtaining certificate for the aforesaid training. 4) Home Share Program a. Dengarry will be implementing a complete Home Share Program review of the following but not limited to: i. HS Caregiver Handbook ii. HS Forms iii. HS Contract iv. HS Training Session Content b. Measured by having satisfactorily completed review by HS Coordinator group. c. COMPLETION DATE: i. HS Caregiver Handbook February 28, 2015 ii. HS Contract February 28, 2015 iii. HS Forms December 31 st, 2015 iv. HS Training Session Content December 31 st, ) Home Share Coordinator Training and Resource Manual (HS Coordinator Orientation/Reference Guide) a. A review and update will be conducted for the HS Coordinator Orientation/Reference Guide. b. Measured by having an updated and current HS Coordinator Orientation/Reference Guide.. 6) Team Leader Training and Resource Manual a. It has been identified that with the growth of the organization a TL Training and Resource Manual is needed to ensure consistency throughout. 5

6 b. Measured by having an up to date TL Training and Resource Manual. 7) Cultural Diversity and Competency a. Although the current MANDT training speaks to cultural diversity, It has been identified that as an organization Dengarry needs to increase cultural diversity awareness amongst employees and Home Share Contractors. Dengarry will develop a plan to address/increase cultural diversity awareness and competency. b. Measured by completion of plan. c. COMPLETION DATE: April 31 st, 2015 Technology Improvements 1) Web Based Employee Communication Tool a. It has been identified that as an organization we need to increase efficiency, accountability and communication tools. Dengarry will research possible web based options pertaining to online forums and Dengarry website employee logins. b. Measured by presenting researched options to management group. c. COMPLETION DATE: i. It has been decided by the Management Group that this item be moved to the Five Year Long Term Plan. Risk Management Improvements 1) Home Share Contract a. It has been identified that the current Home Share Contract requires extensive review. b. Measured by implementing and renewing of all existing contracts. c. COMPLETION DATE: February 28 th,

7 2015 Performance Improvement New Items Service Delivery Improvements 1) Individual Transition Planning a. Dengarry will incorporate a process to ensure there is a concrete process for seamless transitioning for individuals between programs or living situations. b. Measured by the use of the process and form c. IMPLEMENTATION DATE: February 28 th, ) Information and Rights Documents a. Dengarry will adjust our Information and Rights Packages for individuals and families that will be in a more understandable format. b. Measured by completion of the documents c. IMPLEMENTATION DATE: December 31 st, 2015 Organizational Performance Improvements 1) Surveys a. It has been identified that here is a need to revise and create surveys in the following areas: i. Individuals Exiting a Program ii. Individuals Exiting the Organization iii. Employees Exiting a Program iv. Employee Exit Survey b. Measured by the completion and implementation of the above. c. IMPLEMENTATION DATE: May 31 st, ) Home Sharing Policies a. It has been identified that the Home Sharing Program needs to develop policies and procedures to guide the recruitment, retention and monitoring of contracted Home Sharing services. b. Measured by the completion and implementation of the policies. c. IMPLEMENTATION DATE: December 31 st, ) Human Resources, Staff Scheduling and Payroll a. In the fall of 2014, it was identified that Dengarry would be moving forward with an Employee Management System (ComVida). The plan is to have human resource information, scheduling and payroll fully operational by the spring of 2015 b. Measured by the system being fully operational. c. COMPLETION DATE: May 31 st, ) Dengarry Server 7

8 a. It has been identified that there is a need for increased security of all company related documents. Furthermore, it has been identified that there is a need for increased reliability of backed up company related documents. The plan is to switch all regions to from Drop Box to serverbased file storage. b. Measured by all regions switching to server-based storage. 5) Online Training a. It has been identified that there is a need for competency based and ongoing training for staff and Home Share Providers. This training will be accessed online through Open Futures Learning. The plan is to determine the validity of the modules offered by Open Futures Learning. To determine this, all Managers, Team Leaders and Home Share Coordinators are to complete all the modules that are offered. Upon determination, staff and Home Share Providers will be provided access to a set amount of modules for completion. b. Measured by staff and Home Share Providers being enrolled in the training. c. IMPLEMENTATION DATE: July 1 st, ) Dengarry Brochures a. It has been identified that there is a need to review and update the current Dengarry Brochures. b. Measured by updated brochures being displayed and available in all Dengarry offices and all regional CLBC offices. c. COMPLETION DATE: November 15 th, ) Employee Evaluation Templates a. It has been identified that there is a need to review and update the Employee Evaluation Templates b. Measured by the use of the new templates c. IMPLEMENTATION DATE: December 1 st, ) Service Delivery Expansion a. Due to CLBC s current practice, Dengarry lost the ability to provide specific service types within all of the regions. The plan is to submit a Request for Qualifications (RFQ) to re-establish the ability to provide specific services. b. Measured by the submission of the RFQ. c. COMPLETION DATE: October 31 st, ) Violent/Threatening Behavior Emergency Plans a. It has been identified that the current Violent/Threatening Behavior Emergency Plan is not comprehensive. The plan is to review and revise the plan. 8

9 b. Measured by revising the current plan Risk Management Improvements 1) Respite Contract and Handbook a. It has been identified that there is a need for a Respite Contract and a Respite Contractor Handbook b. Measured by the completion of a Respite Contract and Respite Contractor Handbook. Technology Improvements 1) Dengarry Network a. In an effort to increase security and accessibility of organizational files, it has been identified that there is a need for a Wide Area Network (WAN). b. Measured by the network being fully operational in all Dengarry Regional Offices. c. IMPLEMENTATION DATE: April 30 th, This concludes the 2015 Performance Improvement Plan for Dengarry Professional Services Ltd. Please see the 2015 Annual Report for the status of all improvements. 9