At a Glance: 2009 Quality Improvement Plan

Additional Information

For related information please view our quarterly newsletter.
Fall 2009 Newsletter & Annual Program Report July 2008 - June 2009

Archived Articles

03/30/2010 - Jack Flora
03/30/2010 - Carol Gradkowski
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03/30/2010 - Service Coordination Expands to Marian P...
03/30/2010 - Relocation Support for Seniors
03/30/2010 - 2010 Quality Improvement Plans Underway
03/30/2010 - Senior Companion Program
03/30/2010 - PSO 2010 Community Partners Concert Feat...
12/28/2009 - In Memory of Mary Anne Kelly
12/28/2009 - 2009 Quality Improvement Plan

As part of an on-going effort to provide the highest quality of care management services to our consumers, Ursuline Senior Services is continuing to engage in a quality standards process with the Allegheny County Area Agency on Aging. As a part of this process, each year we develop a Quality Improvement Plan (QIP) to identify areas where growth and development will occur. In addition to our QIP for our Community-Based Options program, we have also developed a plan for our Information and Referral program.

For this current year, the Community-Based Options (CBO) and Information and Referral (I&R) programs will be working on several initiatives. These are:

Cultural Competence

This target area will involve conducting trainings for staff in the area of cultural awareness and sensitivity, to enable staff to have a better understanding of consumers from different backgrounds and to enhance their cross-cultural communication skills.

Customer Service

In this area, staff will be trained and encouraged to respond to consumers in a highly professional and supportive manner, as a blending of the social services response with a customer service focus.

Both areas will involve the development of on-going trainings for staff, the creation and administration of pre and post-training surveys to determine the effectiveness of the trainings, and conducting quality assurance surveys with our consumers, to obtain their feedback on the cultural competence, communication and customer service skills of the staff.

Program Evaluation

The CBO department will be measuring the quantity and efficiency of the care management services provided to consumers, by researching and analyzing various points of contact and services to consumers. This measure of the current level of efficiency will be used to explore areas where efficiency could be improved and processes streamlined.

Training Materials for I&R Staff

This target area will involve the development of a comprehensive training program for I&R staff, as well as a desk manual for the I&R back-up staff to enable them to skillfully respond to the needs of our consumers.

Our 2009 QIPs will be an enormous undertaking for our department and staff, and upon their completion will result in exemplary services provided in support of the consumers whom we serve.