A Quality Improvement Plan has been developed to identify processes to ensure Quality Outcomes throughout Crossroads. The Outcome Measurement System is an annual process that sets goals, defines targeted outcomes and collects data to compare actual outcomes to the targeted outcomes.
Satisfaction Surveys are sent to the people we provide services to, their families or guardians, CWI’s funders (Vocational Rehabilitation counselors, school personnel involved in transitioning, County Case Managers, MCO Case Managers, etc.), CWI staff, community employers, and contract businesses. Other customers and outcomes may be identified according to need. Surveys will ask the person to rate CWI on a 5-point scale for each specific outcome. CWI will collect information on new individuals and follow-up information from persons discharged from any service to assist in determining what benefits were received and what improvements could be made.
The purpose of the Outcome Measurement System is to impact the delivery of and the planning for CWI’s services. Information in the report will be used to improve the results of services, to direct resource allocation, to impact marketing efforts, to plan staff development and to position CWI strategically. The system will be reviewed and/or modified yearly to ensure relevance.