Certification

How Other Organizations are Using Their CQAs

Human Rights

This CQA project surveyed the human rights knowledge base of the volunteers on Human Rights committees and staff. Through the survey, they learned which areas of rights knowledge were best and least understood by committee members and by staff – and where additional training was needed. Recommendations resulting from the project included enhanced training in the use of medications for behavior management and guardianship issues. Consideration for establishing an organizational rights officer was also identified as a result of this project.

Complaints

During a period of rapid growth, the organization saw a rise in the number of complaints from both staff and people served regarding their satisfaction with the services provided. In keeping with the goal of being a “World Class” organization, the CQA candidate undertook a study of the types of complaints received and the way they were resolved – over a three month period, in four different program locations.A key question in the study was how well staff recognize the importance and value of documenting and addressing complaints. The CQA candidate determined that with increased staff training, the reporting of and timely response to complaints improved dramatically. Further study is planned to learn more about the impact of enhanced complaint data on the overall system of service delivery.

Employee Retention

In addition to its commitment to provide a person-centered approach for people with autism, the organization strives to be staff-centered ensuring quality and satisfaction in work. This CQA project addressed the questions of “what variables impact employee satisfaction and retention?” and “what can be done to improve overall satisfaction and retention?” CQA candidates used surveys and focus groups to collect data for current staff – gathering both quantitative and qualitative results. The findings led to a series of recommendations regarding supervision, training and compensation that were presented to the organization’s leadership, board and staff as a whole.