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IMPROVING OUR QUALITY
by Matt Campbell

The Board continues to look at ways to improve quality. When we are talking about quality what does that really mean? Our leadership team has been attending Quality Support Services training through Mid-East Ohio Regional Council (MEORC). We have been learning about Criteria for Performance Excellence through the Baldrige Performance Excellence Program, National Institute of Standards and Technology, United States Department of Commerce. Our understanding of improving quality is to become more customer focused, focus on our workforce, establish better listening posts, and improve efficiencies.

The Board recently received the results of the 2011-2012 Customer Survey conducted by MEORC. The survey sample was 250 registered voters and only 190 of those surveyed had previously heard something about Board services. Which means that 28% of those surveyed had not heard about Board services. This is an increase from 12% in the 2010-2011 survey and 10% in the 2009-2010 survey. This is a troubling result since the Board’s intention is to educate the public on services provided so voters can make informed decisions. The leadership team is looking at new ways to increase Board service awareness through possible means of Facebook, the internet, and television ads.

The leadership team has a better understanding of mission, vision, core values, annual action plan, and strategic planning thanks to Quality Support Services training. It is the mission of the Carroll County Board of Developmental Disabilities to provide quality services to those living with developmental disabilities, supporting them, and their families to unlock their potential. Our newly created vision statement is to be person-centered and provide need driven supports. It is imperative that we focus on incorporating these mission and vision statements in our annual action plan, strategic plan, and workforce development.

The leadership team also learned about Approach, Deployment, Learning, and Integration (ADLI). Our program does a great job with approach and deployment of services. We need to improve on learning from surveys and other customer feedback and integrating our plan of corrections in all areas of Board services. There is a plan to develop a process improvement committee that will gather data, interpret it, and implement needed changes throughout the organization. We need to create better processes for complaint management, hiring staff, exit interviews, workforce engagement, workforce satisfaction, and workforce capacity.

So, what does all this mean? I know County Boards were created by parents needing school and day services for their children with mental retardation and developmental disabilities. These services needs have not gone away and will exist for the life of the person with the disability. It is the Carroll County Boards responsibility to find out what those needs are, provide qualified staff, monitor satisfaction, and remain financially stable in order to serve as many people as possible who are eligible for services. I believe that this Quality focus will allow the Board to continue meeting the needs of Carroll County citizens with a developmental disability. The Board needs your feedback to ensure we stay on target. Thank you for your support!