Performance & Quality Improvement
Langley Community Services Society
LCSS is an accredited agency, under the Council on Accreditation. COA’s standards for Canadian organizations are designed to promote an organization’s capacity to fulfill its mission. The standards address both administrative and service delivery practices to enable the review and accreditation of the entire organization.
We seek re-accreditation every 4 years, and successfully accomplishing this is imperative to retaining funding for programs.
Performance Quality Improvement (PQI) is about assessing and improving overall performance of programs and services and meeting standards that promote quality outcomes. The PQI process is staff driven although it includes support and input from all levels of the organization, including the Board of Directors, management, and other stakeholders.
PQI provides a vital way to assess and monitor the delivery of services to ensure that they are consistent with best practice principles. An organization-wide PQI system advances efficient, effective, outcome-based service delivery, effective management practices, and the achievement of strategic and program goals.
COA’s Performance and Quality Improvement (CA-PQI) standards encourage organizations to use data to identify areas of needed improvement and implement improvement plans in support of achieving performance targets, program goals, client satisfaction, and positive client outcomes.
All LCSS employees are responsible for the quality of the Society’s work and for maintaining and improving quality. Participation in PQI is part of each employee’s responsibility and is explained to new employees during orientation. All staff are encouraged to become involved by bringing suggestions or concerns directly to the PQI Team before any of their quarterly meetings and by completing the annual employee survey.
Ways that management has insured that staff can participate in PQI include:
LCSS develops program outcomes in conjunction with funding partners, such as the Ministry of Children and Family Development. Each program has developed a Logic Model to assist the PQI team in monitoring and reviewing service delivery quality in areas such as effectiveness, efficiency & program satisfaction.