| Quality Improvement Information
The following web sites are provided as a reference for organizations or individuals that wish information on the content of a response to a MCFD RFP section on "Program Management and Service Quality". These web sites are not exhaustive, and should not be regarded as representing the opinions, recommendations, or preferences of the Ministry with respect to responding to any RFP or other procurement process. The Ministry does not assume responsibility for the accuracy of the content of the web sites or any decisions or actions that an individual or organization might take as a result of the information contained in them.
General quality assurance/improvement
The Reading Room: Quality Improvement Methodology
A Modern Paradigm for Improving Healthcare Quality
Improving Quality (IQ): A Systems Approach for the New Zealand Health and Disability Sector
Strategic/Long-term Planning
Idealist.org: Action Without Borders
Planware: Sample Strategic Plan
Service Delivery Planning/Improvement
- Efficiency
"Efficiency" means how well your agency uses its resources. It is not whether you are accomplishing what you set out to do (effectiveness) or whether what you do is of good quality.
There are many ways to look at efficiency. The following are provided as examples only and should not be considered exhaustive, definitive, recommended, or preferred by the Ministry:
- average length of time between admission/beginning and end of service
- average cost per person served = total agency/program budget # persons serve
- cost per admission = total agency/program budget # admissions
- cost per hour of specific service = total agency/program budget # hours of specific service
- % staff time devoted to direct client contact
- % staff time devoted to client-related administrative activities
- % of staff time devoted to non-client-related activities
- % of staff time devoted to community outreach/development activities
- % of staff time devoted to vacation, sick leave, training, etc.
- administrative/clinical cost ratios
- any other measure of resources to outputs that makes sense to your agency.
Additional information for the Program Management and Service Quality Terms and Conditions
Try the following web sites for information regarding:
Codes of Ethics
American Psychological Association: Ethical Principles of Psychologists and Code of Conduct
Rights and Responsibilities
Management Alternatives: Rights and Responsibilities
The United Nations Convention on the Rights of the Child
Architectural barriers (much of the following is related to the American Disabilities Act and/or the US Architectural Barriers Act, but may be informative)
University of Colorado: Index of geography, gcraft, warmup
ADA Accessibility Guidelines for Play Areas
Health and Safety
- Emergency preparedness planning:
National Network for Child Care: Emergency Procedures
BC Government: Responding to Critical Incidents
Employee Assistance Program: Critical Incident Stress Debriefing
Leadership
- Carver model of governance:
The Policy Governance Model
Basic Principles of Policy Governance
- Relationship model of governance:
The Relationship Model
- Non-profit society governance:
Idealist.org: Nonprofit FAQs
Bplans: Mission Statement
Developing a Mission Statement
Capability Maturity Model for Risk Management
Human Resources
O*Net Job Descriptions Information Site
CareerOneStop: Job Descriptions Writer
- Validation of credentials:
Equal Opportunity Office: Recruitment and Selection
BC Human Rights Code
Criminal Records Review Act
San Francisco Community Clinic: Resolution on Assuring Diversity, Affirmative Action Compliance, and Cultural Compentency
General Information Related to Human Service Delivery Organizations
Management Alternatives: Writing Policy and Organizational Manuals
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