GOALS | quest

In 2013 Quest implemented Department goals as another way to improve the Agency. Every month, goal progress is assessed using measurable data, and at the end of the goal year final results are processed in a report. The results of these reports are published in our newsletter.

Community Living

Promote "Acts of Kindness" within the home and community.

Strategies:

DSWI/DSWII to encourage and model "acts of kindness" within the home and community.
DSWI/DSWII to identify and document an "act of kindness" on a card and/or video/photo and submit to management.
Supervisors will meet with staff regularly to suggest and encourage "acts of kindness"
Supervisors will provide a list of suggested "acts of kindness"to post in the home.
Supervisors to collect and track all "acts of kindness" and submit to Associate Director
Associate Director will collect all "acts of kindness" tracking sheets to ensure outputs are being reached.
Associate Director will choose "acts of kindness" to highlight in the newsletter and website.

Community Access/ Outreach Services Program

1) To integrate Technology into Quest facility and Programs.

Strategies:

DSWI/DSWII to educate staff and individuals on the programs that are currently offered at CAP
DSWI/DSWII to assist individuals who are interested in signing up for Twitter and following the Quest Facebook page.
DSWI/DSWII will encourage individuals to sign out cameras and store pictures on a designated memory drive.
Supervisors will meet with staff regularly and plan/and or facilitate training.
Supervisors will provide mothly training opportunites to staff on IPads,apps, and the media room.
Supervisors will provide a feature class each semester for the website.
Supervisors will support individuals with using technology to create annual presentations.
Associate Director will meet with supervisors to discuss upcoming programs.
Associate Director will assist with the facilitation of technology training.

2) To maintain Community Relationships

Strategies:

DSWI/DSWII to learn about different community resources
DSWI/DSWII to encourage individuals to use a variety of different resources available to them.
DSWI/DSWII to document what resources are used.
DSWI/DSWII to maintain relationships with connections already formed.
Supervisors to meet with staff regularly and plan/and or facilitate training.
Supervisors to provide staff with Community Link books.
Supervisors to review one community resource each Team Leader meeting.
Supervisors will develop a list of community resources currently accessed.
Supervisors will complete a website feature recognition each month of a community resource or employer that Quest is involved with.
Associate Director will meet with Supervisors to discuss the community resource list.
Associate Director will assist in recognizing and developing community relationships.

Supported Home/Respite Program

Improve relationships with Supported Home/Respite individuals and staff with the Quest Community.

Strategies:

DSWI/DSWII to communictae planned activities and events that are planned within Quest
DSWI/DSWII to develop knowledge of Quest programs and offered activities
DSWI/DSWII to plan and arrange visits and activities with people who are connected with Quest.
Supervisors to provide information on upcoming events and activities occurring within Quest to staff.
Supervisors to inform and update staff and individuals of Quest social media. ie: Twitter, Facebook & the Website.
Supervisors to encourage and help facilitate participation in planned events and activities.
Associate Director will meet with supervisors to discuss upcoming programs and events
Associate Director will collect all documentation regarding programming.

Behaviour Management

Improve reporting for behavioral and mental health concerns

Strategies:

Associate Director to redesign Incident Report and Critical Incident Report documents.
Associate Director to develop training tools for Incident/Critical Incident Reports:
Video on proper Incident Report completion.
Samples of good and bad Incident Reports
Develop training curriculum for training
Associate Director will post videos and sample documents on the website.
Associate Director will develop a reporting tool for psychiatric appointments.
Associate Director will train management and TL teams on proper reporting.
Supervisors will provide quarterly Frontline trianing in team meetings.
Supervisors will direct staff to the website to review training videos.

Employee Resources

To enhance Employee Engagement

Strategies:

Associate Director to develop a 3-month review process for new employees.
Associate Director to track and review employee evaluations.
Associate Director to create new shift agreements for DSWI/DSWII employees and implement by November 2015.
Supervisors will ensure all shift agreements are current.
Supervisors will have clear communication with employees regarding their shifts.
Supervisors will promptly follow up with staff, including staff appreciations.
Administration will build and maintain positive relationships with all staff.
Administration will maintain and improve a professional interview process and Agency Orientation.
ERC Team will organize a function that promotes employee engagement by Spring 2016.

Health & Safety

1) Complete 50% of the Agency's Risk Assessments for the individulas we support.

Strategies:

DSWI/DSWII will attend and contribute to Risk Assessments when necessary.
Supervisors will attend and contribute to all case specific Risk Assessments.
Supervisors will update the Health and Safety Department when new hazards are recognized so Risk Assessments can be revised.
Associate Director will schedule all Risk Assessments.
Associate Director to attend and contribute to Risk Assessments when necessary.
Associate Director will track Risk Assessments and schedule to complete annually.

2) Manage and analyze WCB follow up and claims.

Strategies:

DSWI/DSWII to report all work related injuries prior to leaving shift.
Supervisors to report any injuries, near misses or concerns to the Health and Safety Department.
Supervisors to use a debriefing package after an incident occurs.
Supervisors to accommodate modfied work plans.
Supervisors will train staff on Safety Protocols, Fire Escape Plans, BSP, and INA.
Associate Director will follow up with staff when necessary.
Associate Director will file, track and monitor WCB claims.
Associate Director will develop and maintain modified work plans.
Associate Director will develop and modifiy saftey protocols as needed.

Maintenance

Improve Key System between Site Maintenance and other departments in Quest.

Strategies:

DSWI/DSWII staff will be responsible for all assigned keys.
Supervisors will report to Site Maintenance personnel if any missing keys or damaged locks occur
Supervisors will report to Site Maintenance personnel if any additional keys are required due to new houses or house moves.
Associate Director will develop a documentation system for keeping up to date record of keys.
Associate Director will develop and implement a key contract for Management and approved DSWI/DSWII.

Department Goals 2015-2016

3 Year Strategic Plan

April 2013- March 2016

In order to achieve our Mission and work towards our Vision we have adopted the following strategic goals:

Goal #1: Quest Support Services Inc. retains a skilled, safe and job satisfied workforce.

Initiatives:

Encourage employees to train and enroll in educational programs such as Foundations and other educational programs including conferences, in-services and orientations.
Expand Agency orientation to include new protocols (i.e. bathing temperature reading practices)
Promote Workplace Health and Safety Training by developing a Health and Safety Committee
Facilities/residences are monitored and maintained by the Agency to improve safety
Provide opportunity for employees to comment on the Agency by offering feedback forms

Performance Measures:

Employees are more educated and trained in that there is an increase of certificates and educational background on staff files. This documentation is reviewed upon employee evaluation, which occurs annually.
There is a decline in staff misconducts, which is tracked monthly.
A Health and Safety Committee exists which is actively utilized by employees. Committee meeting are reviewed and summarized annually by management. Comments presented in Newsletter annually (April every year).
Quest has safer facilities/residences and practices, which is shown by a decline in WCB time-loss claims.
Staff retention has increased. Exit surveys and job satisfaction are utilized and analyzed annually in April.
Employee grievances decline. Grievances are tracked monthly and reviewed annually in April.

Goal #2: Quest Support Services Inc. provides an improved quality service to people with disabilities.

Initiatives:

Implement PDD Safety Standards in all relevant Quest residences
To undergo ACDS Creating Excellence Together Standards and Complex Behaviour Supports Review
Encourage individuals to access Quest for services
Listen to key parties such as guardians, individuals, funding providers, community members (stakeholders) in regards to how we provide our service. Provide them with a means to evaluate and provide feedback to the Agency.
To encourage individuals to participate in the My Life: Personal Outcomes Index Survey

Performance Measures:

Quest residences obtained Safety Certificates
The Agency maintains Accreditation from ACDS Creating Excellence Together
The Agency has gone through the Complex Behaviour Supports Review through Creating Excellence Together.
The Agency has grown in the number of individuals we support through continued referrals and recommendations of others. The population we support has increased which will be reflected each year by receiving an increased PDD contract.
Agency services have improved and it is reflected in funding provider reviews and decline in grievances, which is tracked monthly and reviewed annually (in April).
Satisfaction surveys are given to stakeholders at each annual. Findings summarized and reviewed by management annually at contract renewal (every April).
The Agency achieves favorable results from the My Life survey. Results are used to improve the supports and services to individuals.