WHO IS ACCREDITED?

Private Organization Accreditation

White's Residential & Family Services is Indiana's largest social services agency offering accredited and comprehensive residential, foster care, independent living, adoption, and home-based services.
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ORGANIZATION TESTIMONIAL

Advantage Credit Counseling Service

Mary Loftus, VP, Agency Service

Our agency is preparing for reaccreditation under the Eighth Edition Standards. The COA site is well organized and very easy to use. Our team of employees working on the reaccreditation process has found the tools index to be very helpful, particularly some of the templates.
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Purpose

An agency-wide Performance and Quality Improvement system effectively engages staff, persons served, and other stakeholders in advancing the agency’s mission and achieving strategic goals through continuous, integrated, data-driven efforts to improve service delivery and administrative practice.

PA-PQI 7: Transforming Information into Action

The agency acts on findings at the worker, program, region/community, agency, and system level in order to build capacity, improve quality, and positively impact outcomes for persons served.

Interpretation: Information generated by the PQI system serves as evidence for identifying interventions in relation to:
  1. fulfilling the mission and meeting legal mandates;
  2. monitoring progress toward strategic plans and long-term goals;
  3. managing programs and operations efficiently and effectively;
  4. supporting direct service staff to meet program goals, make infomed case-level decisions, and have a positive impact on persons served; and
  5. meeting regulatory requirements. 

Rating Indicators
1
Full Implementation, Outstanding Performance
A rating of (1) indicates that the agency's practices fully meet the standard and reflect a high level of capacity.  
  • All elements or requirements outlined in the standard are evident in practice, with rare or no exceptions: exceptions do not impact service quality or agency performance. 
2
Substantial Implementation, Good Performance
A rating of (2) indicates that an agency's infrastructure and practices are basically sound but there is room for improvement.
  • The majority of the standards requirements have been met and the basic framework required by the standard has been implemented. 
  • Minor inconsistencies and not yet fully developed practices are noted; however, these do not significantly impact service quality or agency performance.
3
Partial Implementation, Concerning Performance
  • A rating of (3) indicates that the agency's observed infrastructure and/or practices require significant improvement.  
  • The agency has not implemented the basic framework of the standard but instead has in place only part of this framework.  
  • Omissions or exceptions to the practices outlined in the standard occur regularly, or practices are implemented in a cursory or haphazard manner.  
  • Service quality or agency functioning may be compromised.  
  • Capacity is at a basic level.
4
Unsatisfactory Implementation or Performance
  • A rating of (4) indicates that implementation of the standard is minimal or there is no evidence of implementation at all.  
  • The agency’s observed administration and management infrastructure and practices are weak or non-existent; or show signs of neglect, stagnation, or deterioration.
Please see Rating Guidance for additional rating examples. 

Table of Evidence

Self-Study Evidence On-Site Evidence On-Site Activities
    County/Municipality Administered Agency, State Administered Agency (Central Office), or other Public Entity
    • Current agency and/or program improvement plans (PA-PQI 7.02)
    • Documentation of:
      1. Decisions made at the agency level based on PQI findings (Correct actions, initiatives, etc.) (PA-PQI 7.01)
      2. Tracking the impact of decisions made (data reoprts that link to areas named in annual reports, etc.) (PA-PQI 7.03)
    State Administered Agency (Regional Office)
    • Current regional and/or program improvement plans (PA-PQI 7.02)
    • Documentation of:
      1. Decisions made at the worker, program, and regional level based on findings (Corrective actions, initiatives, etc.) (PA-PQI 7.01)
      2. Tracking the impact of decisions made (data reports that link to areas named in PIP, annual reports, etc.) (PA-PQI 7.03)
    All Agencies
    • See leadership team, management, and staff meeting schedules, agendas, and minutes in PA-PQI 1 (PA-PQI 7.04)
    All Agencies
    • Interview:
      1. PQI staff 
      2. Staff at all levels 
      3. External stakeholder groups

  • PA-PQI 7.01

    The agency works with relevant partners, including contracted providers when applicable, to take action at the worker, program, region/community, agency, and system level based on PQI findings and feedback, which may include:
    1. developing solutions;  
    2. replicating good practice;  
    3. recognizing and motivating staff; 
    4. updating staff training and other professional development activities;
    5. improving organizational systems, processes, polices, and procedures; and
    6. eliminating or reducing identified problems.

    Interpretation: State administered agencies should manage a statewide and regional performance improvement action planning process in order to make system-wide improvement and also allow for targeted improvement activities based on regional context.
     
    Interpretation: Improvement Plans should be implemented when issues have been identified that will involve ongoing effort and monitoring.  Improvement Plans formally lay out the actions that will be taken to address areas in need of improvement that are identified by staff and stakeholders as crucial to meeting the agency’s goals and delivering quality services. Improvement plans should be implemented when it is necessary to monitor and address the issue over time.


  • PA-PQI 7.02

    The agency develops improvement plans when issues have been identified that will involve coordinated and ongoing activities and monitoring.

    Interpretation: Improvement plans formally lay out the actions that will be taken to address areas in need of improvement that are identified by staff and stakeholders as crucial to meeting the agency’s goals and delivering quality services. Improvement plans should be implemented when it is necessary to monitor and address the issue over time.
     
    Interpretation: State-administered agencies should manage a statewide and regional performance improvement action planning process in order to take system-wide action and also allow for targeted PQI activities based on regional context.
     


  • PA-PQI 7.03

    The agency monitors the effectiveness of interventions at the worker, program, region/community, agency, and system level and adjusts interventions as needed.


  • PA-PQI 7.04

    Agency leaders, senior managers, program directors, and supervisors:
    1. keep PQI on the agenda of management and staff meetings;
    2. integrate data discussions and outcomes monitoring into case reviews, supervision, performance review, and contract monitoring; 
    3. regularly evaluate the need for and uses of data at the worker, program, region/community, agency, and system level; and
    4. evaluate the PQI infrastructure, processes, and procedures.

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