Local Impact

Quality and Performance

The Centre helps agencies grow and expand their quality culture. Whether it’s a quick phone call to explore the possibilities, an in-person training or hands-on coaching session, we offer a continuum of services that are tailored to meet agency and/or community needs.

Connect
Cultivating a culture of quality can be a daunting task, especially when working with limited resources. Connect with us for direction, advice and hands-on-support.
Learn
With commitment comes the need to build capacity. The Centre is ready to provide training, coaching and facilitation that will serve as the building blocks for quality improvement now and in the future.
Improve
When you’ve been operating the same way for years, it’s often hard to see the forest through the trees – the big picture. The Centre offers support to identify, analyze, plan for and improve process and structural challenges.
Perform
Sustaining a culture of quality requires time, energy and data. The Centre supports agencies to design and implement a performance management framework to track metrics overtime.
Mobilize
When successes are achieved, they should be shared with others. The Centre plays an active role in mobilizing best practices across the province.
In 2016-17, the Centre provided tailored performance measurement support within 11 Ontario communities: Nine agencies and two service areas.
In 2016-17, the Centre provided quality improvement or evaluation support within nine Ontario communities: Seven agencies and two service areas.
Training from the Centre has been wonderful in this area. Our leadership and Board benefitted from their in-depth custom-made training in performance measurement. The examples given were useful, the logic model training helped us a great deal and the support in understanding a balanced scorecard has been instrumental.
- Lead agency
In 2016-17, the Centre provided implementation support within five Ontario communities: all at the agency level.
The degree to which lead agencies agreed that Centre supports increased their capacity to improve quality and manage performance, and helped them reach their quality and performance goals.
With the Centre’s support, our evaluation capacity has significantly increased
- Core service agency
Brick by Brick.
Building a Performance Measurement System at Children's Centre Thunder Bay

Children’s Centre Thunder Bay (CCTB) is ahead of the curve when it comes to organizational commitment to quality and performance, but it’s a long curve, and they know they have some work to do before implementing the quality management system they have designed.

Staff from the Centre travelled to Thunder Bay in fall 2016 to deliver a primer on performance measurement. Their discussions revealed the agency knew where they wanted to go, but needed help getting there.

“We realized there are lots of holes and gaps, and the quality of our existing data was weak,” says Fred Schmidt, associate director at CCTB. “We feel it is really important to get accurate information.”

Starting from square one, CCTB built a rock-solid data system that could be used as a foundation for ongoing performance measurement for the agency. Our Centre’s performance measurement coach has been and will be with them every step of the way as they identify what to measure, how to measure it, and what to do with the information to deliver meaningful results.

By improving how they track staff time, CCTB plans to establish benchmarks for future caseload guidelines. With this information, they hope to seek a healthy balance of providing effective services to the community while sustaining continuous quality improvement efforts. The project will soon expand to agencies across the Northern region, providing critical insights into what it takes to measure and manage performance in a community-based child and youth mental health agency.

“It makes a big difference to have someone to bounce ideas off,” says Schmidt. “When you’re caught up on internal things, it’s really easy to get bogged down. Having the Centre coach us really helped to keep us moving forward.”

Our Centre’s performance measurement coach has been and will be with them every step of the way as they identify what to measure, how to measure it, and what to do with the information to deliver meaningful results.
Changing the World, One Step at a Time
Planting the Seeds of Quality at St. Clair Child and Youth Services

At Sarnia’s St. Clair Child and Youth Services, things have changed over the years – new software, new services, new tools and new needs.

With a request for quality improvement support, our specialists set out to learn everything they could about what St. Clair was doing, where they wanted to go and how we could help them achieve their goals.

We quickly learned that their staff of 65 across two sites had endured a seemingly endless onslaught of change since being named a lead agency. Fatigue was setting in, making it tough to generate enthusiasm about yet another improvement change.

The Centre encouraged the team at St. Clair to slow down, focus on something tangible, feasible and then build on that movement over time.

“Walk-in is the intake vehicle for the vast majority of our services, now,” says director of clinical services, Teri Thomas-Vanos. “We just started feeling this need for improvement. How could we do this better?”

With some deeper thinking, St. Clair decided to start their review and improvement effort at the front door. That first point of contact between the agency and a family is critically important, and can really set the stage for positive outcomes. With help from the Centre, they have since introduced lean methods to improve their intake processes and are on track towards a more efficient and effective in-take service.

The Centre encouraged the team at St. Clair to slow down, focus on something tangible, feasible and then build on that movement over time.