Program, Quality & Impact Overview
In 2020, to best support the quality of the diverse services YouthCare provides, we made investments in leadership and infrastructure, committing to creating a culture of improvement. From Board Members to clients, every individual person has an opportunity to influence change.
YouthCare’s Performance and Quality Improvement (PQI) efforts are in its initial phase, having launched as a pilot in Fall 2020. The Program will be dynamic, constantly evolving yet sufficient to support the vast amounts of data collected from a variety of our stakeholders. Leadership has created a foundation of support by allocating initial resources, both monetary and human, to ensure that the promotion of change through data is integrated into the YouthCare culture.
YouthCare relies upon stakeholder feedback and involvement for the Performance and Quality Improvement process. Our clients are the primary stakeholder group. They consist of participants of all YouthCare services in Engagement, Early Intervention, Employment & Education, and Housing. Each quarter, we administered our Client Satisfaction & Experience Survey across the agency. This survey is a way to obtain accurate information regarding the experience and level of satisfaction from the participants of YouthCare’s services to identify trends on how services are provided and make program and organization improvements, as necessary.
Each quarter our goal is to obtain at least 100 survey responses from client participants. Results are provided to programs to share more specific feedback to better inform program improvements. We utilize the data and feedback collected to guide program improvements and inform client participants of the changes made based on their response. YouthCare also provides opportunity for all staff, volunteers, community members, and funders to provide feedback and data to the PQI process through annual surveys, exit surveys, outcome data, and audit reports.
The data received from stakeholders guides PQI Committees in identifying department/program trends, strengths, challenges, and aids developing improvement plans. Improvement plans play an integral role in YouthCare’s Performance and Quality Improvement Plan. All programs and administration are expected to have an active Improvement Plan. During each of the PQI Committee Meetings, the respective Program will develop a new Improvement Plan, if one is not in action. By continuously having Improvement Plans “in process,” all aspects of the organization are constantly working to operate more effectively.
Theory Of Change
A Theory of Change is the bridge that links an organization’s concrete, daily operations with its mission. It is the theory of what it takes to create the change the organization wants to see in the world. YouthCare has developed its Theory of Change based on organizational core competencies and how these can best be applied to meet the needs of program participants and create social value.
Our program, quality & impact plan has been informed by this theory of change.
Our Theory of Change is more than a method of service provision. It is an overarching approach that organizes all our business practices and staff efforts towards the outcomes we seek for youth. In addition to programming we must ensure that organizational operations support as many young people as possible in leaving YouthCare having achieved those outcomes. This includes maintaining a strong workforce, robust data collection and data management systems, sound program evaluation and data utilization practices, and an integrated approach to funding that aligns financial resources to our core programming.
What we seek for youth who successfully complete our program is long-term stability—strategies and services will be focused on moving youth toward that outcome. This long-term outcome is the top rung of a ladder of outcomes, and achievement builds upon the attainment of short-term and intermediate outcomes. Short-term outcomes are the incremental changes that occur within program as a result of service provision. Intermediate outcomes are the changes that show that participants are ready to exit, or graduate from, YouthCare. Once a young person has achieved all the intermediate outcomes they will enroll in Aftercare. Long-term outcomes are the enduring changes that participants have as the result of the YouthCare program. These are achieved one year after completion of Aftercare. YouthCare has defined long-term stability as achievement along four dimensions. We will hold ourselves accountable to ensuring that one year after program exit participants:
- Maintain housing stability with no periods of homelessness
- Maintain a system of support
- Maintain financial stability
- Maintain wellness
We will work to move each youth toward intended outcomes in a way that is reflective of where they are individually and within our service continuum.
YouthCare Client Satisfaction Surveys
“I appreciate how honest and open staff and peers are to learning and building community”
– YouthCare Client
“This program is really understanding they don’t judge you and they help you when it’s needed”
– YouthCare Client
“The staff is understanding and patient. They have amazing meal plans and other resources available.”
– YouthCare Client