521: Fall 2013: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center Learning Objectives Participants will be able to: Recognize the relationship between child welfare outcomes, CQI, The Pennsylvania Child Welfare Practice Model, and the QSR Process; Identify the components of the QSR process; Apply the use of critical thinking questions to support practice model implementation during supervisory conferences; and Identify ways to support staff before, during, and after a QSR. 2

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center Agenda Welcome and Introductions What is the QSR? QSR Process Overview Supporting Staff Long Before a QSR Child/Family Status Indicators Practice Performance Indicators Panel Discussion Panel Discussion Q&A Transfer of Learning: Your Next Unit Meeting Agenda Summary and Workshop Closure 3

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center Outcomes Safety, Permanence, and Well-being 4

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center CQI CQI is not a time-limited initiative or project. CQI is the ongoing process by which an agency makes decisions and evaluates progress.” National Child Welfare Resource Center for Organizational Improvement and Casey Family Programs,

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center Pennsylvania’s Child Welfare Practice Model Linking Ideals to Practice  Vision & Values  6

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center What is a “Practice Model”? At its most basic level, a child welfare practice model is a conceptual map and organizational ideology of how (child welfare professionals), families, and stakeholders should unite in creating a physical and emotional environment that focuses on the safety, permanency, and well-being of children, youth and their families. © 2009 APHSA 7

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center What is a “Practice Model”? (continued) The practice model should make an explicit link connecting the (child welfare system’s) policy, practice, training, supervision, and quality improvement with its mission, vision, agency values, and strategic plan. It is the (system’s) guide to the daily interactions among employees, children, youth, families, stakeholders, and community partners working together to achieve defined outcomes. © 2009 APHSA 8

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center The Quality Service Review (QSR) Process 9

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center Why QSRs and Why Now? Outcomes for Children, Youth, and Families Continuous Quality Improvement (CQI) Practice Model QSR Process 10

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center Purposes of the QSR Process To appraise the current status of the focus child/youth and family and the performance of key practice areas; To assure that the actions of a team of child welfare professionals are guided by clear and comprehensive policies and are rooted in Pennsylvania’s Child Welfare Practice Model/Standards; To improve the quality and usefulness of information needed to evaluate the safety, permanence and well- being of children and youth; 11

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center Purposes of the QSR Process (Continued) To assure the quality and effectiveness of services for children, youth, and families by regularly reviewing programs and practices; To support the efforts of child welfare agencies to maintain an environment that encourages learning and program improvement; and To stimulate actions and next steps, to build on strengths and support efforts to improve outcomes. 12

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center What is the QSR? The QSR is designed to conduct an in depth review of front line practice in specific locations and points in time. It is used for: Appraising the current status of a child/youth in key life areas; Appraising the current status of the parent/caregiver; and Appraising the performance of key practices for the same child/youth/family. 13

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center How is the QSR Different from Other Quality Assurance Methods? Traditional Review Were visits timely? Is the child’s IEP in the file? Was there a referral to mental health? Quality Service Review Are children currently safe? Is the child progressing well academically? Is the child functioning well emotionally? 14

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center How is the QSR Different from Other Quality Assurance Methods? (Continued) Traditional Review Is there a current plan in the file? Did the parents sign the plan? Is there a written assessment? Quality Service Review Is the plan likely to lead to permanence? Do the parents feel that the plan is their own? Does the assessment accurately identify underlying needs? 15

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center Don’t Let Action Items Get Away! 16

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center Steps in the QSR Process 1.Review Team Pairings 2.Sample Selection 3.Focus Groups and Stakeholder Interviews 4.Case Reviews 5.Feedback Session with the Caseworker/Supervisor 6.Case-Specific Debriefing 7.QSR Written Case Review Summary 8.Exit Conference 9.Final Report 10.Next Steps Meeting 11.County Improvement Plan 17

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center What Happens Prior to the Onsite Review? Identification and pairing of internal and external reviewers; Random sample of a county’s cases are selected and stratified by a service area; Family permission obtained to participate in the review and consents/releases obtained; and Key interviews in each case are identified and appointments are scheduled. 18

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center Focus Groups and Stakeholder Interviews Purpose: –Obtain feedback specific to systemic issues rather than case-specific information; and –Provide a forum for open dialogue about challenges and solutions within the system. 19

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center Focus Groups and Stakeholder Interviews Invited to… Focus Groups: Caseworkers, Supervisors, Managers, Service Providers, and Resource Parents Stakeholder Interviews: Judges, Attorneys, Police, Probation Officers, County Commissioners, etc. 20

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center Exit Conference – What Happens? A few reviewers may be asked to present the highlights from their case review. The Local and State Site Leads deliver the aggregate findings from all the cases reviewed along with trends discovered from the focus groups and stakeholder interviews. Key strengths and areas needing improvement are identified. 21

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center Final Report – What Happens? Final Report which includes analysis of demographic information, quantitative analysis of indicator scores, and information from the County Specific Data Packet is shared. The county will use the data and analysis to develop a County Improvement Plan. 22

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center Next Steps Meeting – What Happens? Approximately 6-8 weeks after the onsite review; Led by the Local and State Site Leads; Lasts approximately two hours; Discuss the recommendations for next steps in working toward an action plan for improving frontline practice and system performance; and Begins the next step in the CQI process. 23

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center Were You Involved in Any of These Steps? 24

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center Child/Youth and Family Status Indicators Safety: Exposure to Threats of Harm; Safety: Risk to Self/Others; Stability; Living Arrangement; Permanency; Physical Health; Emotional Well-Being; Early Learning and Development; Academic Status; Pathway to Independence; and Parent or Caregiver Functioning. 25

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center Practice Performance Indicators Engagement Efforts; Role and Voice; Teaming; Cultural Awareness and Responsiveness; Assessment and Understanding; Long-Term View; Child/Youth and Family Planning Process; Planning for Transitions and Life Adjustments; Efforts to Timely Permanence; Intervention Adequacy and Resource Availability; Maintaining Family Relationships; and Tracking and Adjusting. 26

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center What Time Period is Considered in Scoring? Child/Youth and Family Status Indicators look at the past 30 days –Exceptions are: Stability and Academic Status Practice Performance Status Indicators look at the past 90 days –Exceptions are: Planning for Transitions and Life Adjustments and Efforts to Timely Permanence 27

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center How are Cases Scored? Each indicator is scored on a scale of 1 – 6 6 – Optimal 5 – Substantial Acceptable Range 4 – Fair 3 – Marginal 2 – Poor Unacceptable Range 1 – Adverse Maintenance Zone: 6-5 Refinement Zone: 4-3 Improvement Zone:

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center Don’t Let Action Items Get Away! 29

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center Critical Thinking Defined Seeing both sides of an issue, being open to new evidence that disconfirms your ideas, reasoning dispassionately, demanding that claims be backed by evidence, deducing and inferring conclusions based on available facts (and) solving problems. (Willingham, 2008). 30

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center Description of Family/Current Status Perspective of the Team Worker Analysis Evaluation Decisions and Next Steps Tasks of Critical Thinkers 31

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center Three Ways to Use the Guide Worker need Department/unit focus area Supervisory skill development 32

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center Don’t Let Action Items Get Away! 33

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center Child/Youth and Family Indicators Pair Activity 1.With your partner, review the sections of Handouts #5 and Handout #6 pertaining to your assigned indicators and discuss with your partner. 2.Read Handout #7. 3.With your partner, develop two good questions for each assigned indicator that you could ask your worker during supervision to help you assess how well he/she has implemented the practice model. 4.Be prepared to join other teams in a group discussion. 34

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center Child/Youth and Family Indicators Large Group Activity 1.Explain the indicator. 2.Share two good questions that you could ask a caseworker to gather information surrounding your indicator. 3.Join other pairs in a group discussion about the supervision experience. 35

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center Don’t Let Action Items Get Away! 36

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center Practice Performance Indicators Pairs Activity 1.With your partner, review and discuss sections of Handouts #5 and Handout #6 pertaining to your assigned indicators. 2.With your partner, develop two good questions for each assigned indicator that you could ask your worker during supervision to help you assess how well he/she has implemented the practice model with the Gorman Family. 3.Be prepared to join other teams in a group discussion. 37

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center Practice Performance Indicators Large Group Activity 1.Explain the indicator. 2.Share two good questions that you could ask a caseworker to gather information surrounding your indicator. 3.Join other pairs in a group discussion about the supervision experience. 38

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center Don’t Let Action Items Get Away! 39

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center Panel Discussion 40

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center Don’t Let Action Items Get Away! 41

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center You Must Have Questions! 42

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center Don’t Let Action Items Get Away! 43

521: Supervisor Training Event: Supporting Your Staff in the Quality Service Review Process The Pennsylvania Child Welfare Resource Center CQI Continues… Remember QSR is NOT a one-time event. It’s part of the bigger CQI process that leads to improved outcomes of Safety, Permanence, and Well-Being for children, youth and families. 44