Comprehensive Services for the
Developmentally Disabled (CSDD)
2008-2009 Information Management and
Measurement Report
CSDD
Comprehensive Services for
the Developmentally Disabled (CSDD) began in 1983 as a sheltered workshop for
individuals with developmental disabilities.
CSDD has expanded its services over the years to include
supported-employment; community based programming and social recreation. Services are driven by the desires of the
individuals and designed to maximize independence and community inclusion.
CSDD currently provides
services in three
CSDD New Haven served
approximately 85 individuals in fiscal year 2008/2009 with 49% men and 51%
women, with the majority of individuals in the 26 to 35-age range. CSDD
For fiscal year 08-09 CSDD
Outcome Measures were designated to four categories of agency importance
Satisfaction, Effectiveness, Efficiency and Access. Information Management and Measurement Data
will be detailed in the following report.
ACCESS
The Community based program
accounts for approximately 80% of the services offered for the
A.
Maximize access of Persons Served by meeting goal
expectancy from the wish list.
Goal is to have 90% of activities scheduled on
monthly activity calendars.
This goal focused on
utilizing the participant activity wish list and striving to schedule 80% of
the activities on the monthly activity calendar. The first quarter, October 08
to December 08 shows CSDD Warren with 97% activities completed directly from
the person served wish list.
Quarter two shows that
Warren had 97% activities completed directly from the wish list, New Haven had 46%,
and Monroe had 87% activities completed directly from the wish list with an
average of 77% success for activities scheduled and completed directly from the
wish list between all three programs.
CSDD combined percentages again fell short of the stated goal objective
of 90%.
Quarter three shows that
Warren had 96% activities scheduled directly from the person served wish list,
New Haven had 49%, and Monroe 77% activities directly from the wish list giving
an average of 74% success utilizing wish list to activity schedule between all
three programs. Quarter three combined
averages fell short of the stated objective of 90%.
The fourth quarter data
shows that Warren had 97% activities scheduled directly from the person served
wish list while New Haven had 76% and Monroe had 78% activities scheduled from
the wish list this period, which averaged to 84% between all three programs. The
fourth quarter combined percentages again fell short of meeting the stated goal
objective of 90%.
The overall average for all
3 programs for the fiscal year was 80% which fell short of the stated minimum
objective of 85% as well as the goal objective of 90%.
Recommendations:
CSDD will continue this goal
objective for Fiscal Year 2009/2010. The
goal objective will continue to be set at 90%.
A. Access- Meet Activities Chosen from Wish List
Performance Improvement Activity:
While CSDD strives to accommodate
all wishes of persons served, there are some circumstances where the “wishes”
for activities of persons served do not always meet the constraints of the
budgets of the program. Therefore the
percentages did not always meet the goal expectancy. It is suggested that in the next fiscal year,
that in preparing the wish list of persons served, parameters will be set for
activities that coincide with the funds available to complete them. As in other areas, CSDD will continue to
utilize fundraising activity to help offset the costs of activities.
B.
Increase the number of persons served in Community
Based Services
(
This objective focused on
increasing the number of participants in the Monroe Community Based program
with the goal of having three new individuals added to the program each
quarter.
Quarter one, October 08 through
December 08 had 2 new individuals added to the community based program. Quarter
two, January through March 09 had 15 persons served added for this period due
to the closing of another community drop in center. Quarter three, April through
June 09 had 4 new individuals added to community based and quarter four data,
July through September showed 2 new individuals in community based. The goal
objective of 3 persons served per quarter was met in the second and third
quarters of this fiscal year.
Recommendations:
Continue working on this
goal as the
Monroe CSDD continues to
inform CMH Case Managers when individuals express a desire to be in the
community based program.
Performance Improvement Activity:
CSDD Monroe will continue to
highlight the Community Based program in various ways, open houses,
newsletters, etc. CSDD Monroe will
strive to provide community based programming that meets the interests and
desires of persons served.
EFFICIENCEY
C.
Maximize authorized hours per ISP/Authorization
Each CSDD
service site has contracts with their local Community Mental Health agency that
authorizes units of service for each individual placed based on their needs and
desired service area. Authorized hours or units may be for a specific time
period and this amount is reviewed intermittently as individual needs are
adjusted.
CSDD Warren served
approximately 218 individuals during the reporting period with quarter one
showing a 79% utilization of authorized hours which was under the goal of 85%. CSDD New Haven served approximately 85 individuals
during this reporting period with a 76% utilization of authorized hours
demonstrated. CSDD Monroe served approximately 87 individuals during this
reporting period with an 80% utilization of hours, which fell short of goal
objective of 85%. The average for all
three centers for quarter one was 79%, which fell short of the minimum goal
objective as well as the stated goal expectancy of 85%.
Quarter two, January through
March 09 reflected CSDD Warren with an 84% utilization of authorized hours, CSDD
New Haven with an 85% utilization of hours and CSDD Monroe with a 76%
utilization of authorized hours. The average for all three centers for quarter
two was 79% utilization of authorized hours.
As with quarter one, this combined percentage fell short of stated
objective of 85%.
Quarter three data showed
CSDD Warren with an 83% utilization of authorized hours, CSDD New Haven with
88% utilization of hours and CSDD Monroe with an 83% utilization of hours. The average was 85% for all three centers
which met the stated goal objective.
Quarter four data reflected
CSDD Warren with a 78% utilization of hours, CSDD New Haven with an 85%
utilization of hours and CSDD Monroe with an 82% utilization of hours. The average utilization of hours for all three
programs was 81% falling short of stated objective of85%. Overall for fiscal year 08/09 CSDD combined
total was 81% utilization of authorized.
This percentage did not meet the stated goal objective of 85%.
Recommendations:
CSDD would like to continue
this goal for Fiscal Year 2009-2010, with some modifications as outlined in the
section below.
Performance Improvement Activity:
Overall, there has been a
trend from year to year which can be contributed to winter weather where less
people attend due to extreme cold, snow, and ice. Also, another reason is colds
and flu effect most people in this time period.
In addition, utilization of authorized hours is effected by the
individuals’ attendance, if he or she is authorized to attend five days a week,
but does not come on a regular basis it lowers the average for utilization of
hours. In addition, a new attendance
policy was established for 2009 however it did not provide significant
increases in attendance.
As an efficiency measure,
CSDD recognizes that the use of authorized service hours is very important in
meeting the fiscal solvency of the programs.
However, attendance of persons served is not always in the control of
the CSDD programs, such as in circumstances of vacations, illness and refusal
to attend. What CSDD can control is the
ability to monitor the service authorizations and make sure that they are
accurate and updated. This is a much
more efficient goal as far as monitoring utilization of authorizations.
D. Maximize
staff retention, the percentage of staff that has been employed six month or
longer.
Goal is to have an 80% staff retention rate
CSDD Monroe for the first
quarter, October through December 08 had 52% of their staff working six months
or longer. The target was 80%. The
second quarter had 77% of their total staff working six months or longer. The
third quarter data showed 85% of the total staff working six months or
longer. The fourth quarter had 85% of
the total staff working six months or longer. The overall annual average for
CSDD Monroe was 75% of all staff working six months or longer falling short of
the target of 80% staff retention.
CSDD Warren for the first
quarter had 73% of their total staff working six months or longer. The target
was 80%. The second quarter had a 78%
staff retention rate. The third quarter
showed an 80% staff retention rate for those working six months or longer. The fourth quarter demonstrated a staff
retention rate of 80%. The overall
annual average for CSDD Warren was 78% of staff working six months or longer
just coming in slightly under our target of 80%.
CSDD New Haven for the first
quarter had 77% of their total staff working six month or longer. The target
was 80%. The second quarter demonstrated
a 73% staff retention rate of those working six months or longer. The third quarter had 91% of the total staff
working 6 months or longer. The fourth
quarter had 86% of the total staff working six months or longer. The overall annual average was 82% of total
staff working six months making our goal of 80% staff retention.
An accumulative total of all
three programs produced a 78% staff retention rate for six months or more. This result fell just short of the target of
80%. This is a 10% increase over last
fiscal year.
Recommendations:
CSDD will continue to work
on this goal in fiscal year 2009/2010.
CSDD recognizes that the benefits of stable effective staff provide a
productive atmosphere for the participants receiving services.
Performance Improvement Activity:
Administrative personnel
will continue to seek feedback and input from employees that would enhance and
maximize the longevity of their employment as well as improve training methods
to enhance the employees’ skills to provide a positive work environment. CSDD will utilize the employee satisfaction
survey analysis as a guide to review comments and feedback that might
contribute to increased staff retention.
SATISFACTION
Satisfaction Surveys are
distributed for persons served, employees and guardian input
semi-annually. Satisfaction Surveys are
distributed for professional stakeholder input annually. Seeking input from those we provide service
to as well as the family members and guardians, and employees is an important
piece of the process that determines what adjustments and changes can be made
to improve services. Input from
professional stakeholders is also important in that meeting contractual
requirements and benchmarks provides continuity and stability of program
delivery.
E. Maximize
satisfaction of persons served with CSDD services
The goal for this area is 95%
The overall score for CSDD
person served satisfaction surveys distributed in January 2009 was 96% strongly
agree and agree. In July 2009, surveys
were distributed and the overall score was 99% strongly agree and agree. The
combined annual average for all 3 programs for the fiscal year was 98%
satisfaction with CSDD. Comments from
persons served were “I would like to come to CSDD another day; I would like to
go out in the community more; I would like to learn to cook; I would like to
learn safety skills; I would like to learn money skills.” The goal was 95% satisfaction, which was
accomplished for fiscal year 08/09.
F.
Maximize parent/relative/guardian satisfaction with
CSDD services.
The goal for this area is 85% satisfaction
The overall score for CSDD
Parent/Relative/Guardian Satisfaction Surveys distributed in January 2009 was
98% very satisfied, and satisfied. In
July 2009 surveys were distributed and the overall score was 94% very satisfied
and satisfied. The combined annual average for all 3 programs for the fiscal
year was 96% satisfaction with CSDD.
Comments include “parent
appreciates the personal interest CSDD takes in their daughter, CSDD makes sure
consumers have a good time, CSDD is teaching their son new skills, parent
appreciates the transportation to and from the program, CSDD Warren has
wonderful and exciting activities, CSDD does a great job with the Wii fit
program, CSDD staff are caring and compassionate, CSDD staff are friendly and
approachable, family likes that CSDD staff are in the Plan of Service meetings,
CSDD treats individuals with dignity and respect and allows for choices and
input to program.” This goal was accomplished.
G. Maximize professional
stakeholder satisfaction with CSDD services.
The goal for this area is 90%
The overall score for
2008/2009 CSDD Professional Stakeholder Satisfaction Surveys returned was 100%,
with
Comments from professionals
include “ good caring staff, friendly well-trained staff, excellent staff,
staff have a good rapport with consumers, individual loves CSDD and recommends
consumers to facility, individual states that CSDD is about what the client
wants and not what the program wants for the client, CSDD has a very positive
attitude towards individuals ability to be more independent.”
Recommendations:
This goal was achieved; CSDD will continue
distributing the satisfaction surveys to
obtain
feedback for improving services in 2009/2010.
In July of 2009, satisfaction surveys were distributed according to
service type such as; Community Based, Skill building, etc. This method of distribution and collection
will help to identify program areas that may be more useful and beneficial then
others.
Performance
Improvement Activity:
Although
CSDD satisfaction survey analysis indicated that the overall satisfaction was
quite high and the stated goal objective was met in all areas, the return rate
for professional satisfaction surveys continues to be low. Suggestions for increasing the rate of return
for this next fiscal year would be, (1) Utilize a letter of interest for
feedback prior to sending out the surveys and (2) a thank you note for persons
who respond, which lets them know that their feedback is appreciated.
H. Maximize
satisfaction with those who exit/change services with CSDD programs.
The goal is 90% satisfaction
CSDD Monroe had 22
individuals served exit the program in fiscal year 08-09. Eleven individuals indicated 100%
satisfaction with CSDD, while the other 11 did not respond to their exit
satisfaction survey.
CSDD New Haven had 9
individuals served exit the program in fiscal year 08-09. Eight surveys
indicated being satisfied with the services received, while 1 survey returned
as dissatisfied. This data reflects 89%
satisfaction with CSDD.
CSDD Warren had 42
individuals leave the program during fiscal year 08-09. Thirty five surveys indicated satisfaction
with services received while 1 survey indicated services were OK and 1 survey
was dissatisfied and 5 surveys did not respond. This data reflects an 83%
satisfaction with CSDD.
Overall satisfaction of all
three CSDD programs was 91% which met the goal expectancy.
Recommendations:
Continue to monitor and
track exit level satisfaction for persons served in fiscal year 200/2010. CSDD will set a goal for 2009/2010 of 95%
satisfaction.
Performance Improvement Activity:
While CSDD strives to
collect exit satisfaction surveys in a timely manner, it has been noted that
numerous surveys are not collected within the desired timeframe of 30 days
after service delivery change or exit from the program. This will be the internal objective for CSDD
for the next fiscal year.
I.
Maximize satisfaction with employees of CSDD
programs.
Goal is 85% satisfaction
The overall score for
employee’s satisfaction surveys for January 2009 was 95% strongly agree and
agree as being satisfied. In July 2009
surveys were distributed and the overall score was 86% strongly agree and agree
as being satisfied. The combined annual
average for all 3 programs for the fiscal year was 91% employee satisfaction. A
lower July 09 score prompted the
Recommendations:
Continue to monitor and
track satisfaction levels for staff in fiscal year 2009/2010 to ensure
positive, effective relationships with management, staff and persons served.
Performance Improvement Activity:
Utilize the satisfaction
survey analysis as an effective tool to change service delivery based on
feedback from these surveys. Continue
with advocacy groups as an effective tool to utilize feedback received. Continue to distribute and collect surveys
according to service type.
EFFECTIVENESS
J.
Increase the amount of work offered in production for
organizational employment
This goal focuses on tracking the number of days work
offered versus the number of days of downtime with 70% success being the
target.
Quarter one shows an average
for all 3 programs of 47%, which was below our goal of 70% of days work, was
available. Quarter two shows a 46%
average for all 3 programs, quarter three shows a 52% success rate, falling
short of our goal, and quarter four shows a 55% success rate of number of days
work was offered versus downtime. The
overall average for all 3 programs this fiscal year is 50% thus not achieving
our goal.
Recommendations:
We will continue to work on
this in fiscal year 2009/2010 with modifications to the goal objective as
indicated below.
Performance
Improvement Activity:
A new computer marketing
program is being utilized in 2009/2010 in hopes of obtaining more contract work
as we currently only have one big supplier, Sprayco and the work they provide
fluctuates on a weekly basis. This
program will market CSDD in a nationwide outsourcing of availability for
production. Additionally, CSDD will
target local businesses on a monthly basis for “cold calling” in the hopes that
this will add to the diversity and amount of production work available.
EFFICIENCY
K.
Increase the number of referrals for job placement (
The goal for this area is to
have an average of 3 new referrals/placements for jobs per quarter.
Quarter one data showed 0
new referrals. Quarter two had 3 new
referrals for job placements, but no placements occurred. Quarter three had 2
new referrals and one placement for this time period. Quarter four had 0 new
referrals and placements. This goal was not achieved.
Recommendations:
CSDD will not continue this
goal in the 2009/2010 fiscal year.
Performance Improvement Activity:
A couple of items
contributed to this goal not being successful this last year, they are; (1)
CSDD Monroe lost their Supported Employment Specialist mid way through the year
and (2) the local economy in
L.
Increase the number of community employers that hire
persons served (
The goal is for 2 new job
sites per quarter
Quarter one shows 1 new job
site (Pete’s Garage), quarter two shows 0 new job site, quarter three shows 1
new job site (Pete’s Garage), and quarter four shows 0 new job sites. This goal was not achieved. Only quarter one
and two showed new job sites obtained.
Recommendations:
This goal will be replaced
next fiscal year with another objective that centers around the Enhanced Job
Skill Class CSDD Monroe will be promoting.
Performance Improvement Activity:
Put more effort into
outcomes and goals of the Enhanced Job Skill Class.
M.
Increase POS goal achievement for persons served.
Goal is 80% achievement rate
Quarter one shows
Quarter two shows
Quarter three shows
Quarter four shows
The overall average for all
3 programs this fiscal year is 61% falling short of our goal of 80% success.
Recommendations:
We will continue to work on
this goal for the coming year to track trends and areas of concern.
Performance Improvement Activity:
CSDD Case Coordinators have
made recommendations to the CMH Supports Coordinators to change and tweak
participant goals to improve success rates; however the CMH Supports
Coordinators rarely follow CSDD recommendations. CSDD will continue to advocate for meaningful
and measurable goal objectives in all Person Centered Planning meetings.
CONSUMER GRIEVANCES
For fiscal year 200-2009
there were no grievances filed from persons served at CSDD Monroe,
RECIPIENT RIGHTS COMPLAINTS:
For fiscal year 2008-2009
there were no recipient rights investigations or complaints.
RECIPIENT RIGHTS COMPLAINTS:
Monroe/Warren
Monroe CSDD had 2 reported
recipient rights complaints down from 7 reported complaints in fiscal year
07/08. Out of the reported rights
complaints the Office of Recipient Rights substantiated 1, while the other was
unsubstantiated.
The substantiated case was
dignity and respect against a staff person.
This staff person was terminated.
Warren CSDD had 1
substantiated recipient rights complaint for fiscal year 2008/2009 in the area
of dignity and respect. This issue has been resolved with increased/ongoing
communication with the group home to address participant needs.
Recipient Rights Recommendations:
Continue to train staff on
recipient rights expectations and that the main priority is to treat all
individuals receiving services with dignity and respect, while keeping them
safe. Continue with Recipient Rights initial trainings and recertification on
an annual basis. Discuss issues in staff
meetings and role-play scenarios, which would show rights violations to help
staff sense how; it would feel to be treated if person’s rights were
violated. Review with new staff how
previous staff has been terminated because they had violated individuals’
rights. Suspend/terminate staffs who do not abide by the mission/vision and
values of the company.
Report compiled by: Christopher Davidson 12/09