CQI Newsletter July 2024

SPAB - OSPM

July 2024

Division CQI Highlights

ADULT SERVICES DIVISION—Fired up for CQI! Adult Services opened the year with a strategic project, aimed at significantly increasing their average phone answer rate to ≥ 95% within a specified timeframe. Project team leads, Vanessa Johnson and Eric Hernandez reached an average answer rate of 92% and IHSS Public Authority Executive Director David Dai confirms as of April 2024 that they are projected to exceed the current rate to 95% by year’s end!

ADMINISTRATIVE SERVICES DIVISION—Scores with their CQI Coalition Launch! The DPSS Administration has demonstrated a strong commitment to Continuous Quality Improvement by forming a dedicated coalition representing each of the admin units, like Facilities, RADS, Internal Services, and

EAS. This coalition focuses on enhancing administrative processes, and to date, the coalition has received and reviewed multiple improvement ideas. Each of these ideas has been carefully prioritized to ensure the most effective and impactful enhancements are implemented. This proactive approach highlights the administration’s dedication to fostering an environment of ongoing improvement and excellence. Great work Admin! CHILDREN SERVICES DIVISION—HARMONY HAVEN PARTICIPATES IN A COUPLE OF RAPID IMPROVEMENT EVENTS! TThe Children Services Division has kicked off its CQI and LSS efforts with great momentum by participating in two successful Rapid Improvement events: one focused on Critical Incidents on April 24th and another on Recruitment and Retention on May 15th. A Rapid Improvement event is an intensive, focused effort where cross-functional teams come together to identify inefficiencies and develop actionable solutions within a short timeframe, typically one to three days. These one-day events led to several action items and an implementation plan aimed at enhancing service delivery. Collaborating with key stakeholders, including DPSS Investigations, DESC, and Behavioral Health, they crafted a strategic plan to streamline processes at Harmony Haven, ultimately improving the quality of services provided to children.

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