PERFORMANCE AND QUALITY IMPROVEMENT UPDATE

July 2015

“The Spirit of the Sovereign Lord is on me, because the Lord has anointed me to proclaim good news to the poor. He has sent me to bind up the brokenhearted, to proclaim freedom for the captives and release from darkness for the prisoners,”

Isaiah 61:1 (NIV)

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The BCH Employee Satisfaction Survey is now complete with a total of 195 participants. This survey included issues such as our agency’s performance and quality improvement, employee engagement, supervision, communication, and workplace resources in our various positions within BCH. A summary of results is available to all employees at T:\Employee Satisfaction Survey\2015Survey Summary PDF.pdf. We received a great deal of feedback, including positive comments and constructive criticism. Some examples of comments from the survey are highlighted below, and be assured that all survey results continue to be discussed and analyzed by BCH leadership, our PQI and Risk Management Council, and PQI teams across the state. Thank you to all who participated and for your constructive and honest feedback!


***HIGHLIGHTS FROM THE SURVEY***

HIGHEST SCORING RESPONSES

1)99.48% of employees agreed with the statement “I understand how my work directlycontributes to the overall success offulfilling the vision and mission of BCH.”

2)98.96% of employees agreed with the statement “BCH sets goals and maintains astructure for high quality performance,while striving towards positive outcomesfor clients served.”

3)98.44% of employees agreed with the statement “BCH successfully carries out our mission "To provide the highest quality of Christian services to children, adults, and families in a caring culture of measurable excellence.”

COMMENTS

  • I am blessed to be associated with BCHNC. I treasure my opportunities to serve with an awesome staff and supervisor. I enjoy my work and my colleagues who work diligently together for improving the quality of childcare and employee relationships throughout the organization. Thanks to all of you in BCH Administration for all that you do to make BCHNC a great place to serve our Lord.
  • It is obvious that Baptist Children's Homes operates under the direction of God and the leaders recognize Him as being at the center of all that we do. To Him Be the Glory...
  • Sometimes I feel that departments are "silos" and there is not the best communication flow between leadership. This is especially noticeable in shared areas of responsibility. There has been progress, however. So, I rate this area "very good," but it could improve some to take it to "excellent".
  • I wish the BCH store would reopen. I'm proud to be a part of this ministry and would take pride in wearing BCH gear.
  • I feel quite blessed to be a part of the BCH family. Like any job there are things that you may like or not like but the difference here is that we are in a very sheltered environment that is not the chaos and violence of the outside world. Although the people we serve try to bring it in, it doesn't survive because we are a praying people and to me that makes all the difference. I do not want to work in a place where I can't feel free to pray, to praise God and rejoice in the Lord of my salvation. We open meetings with prayer, end meetings with prayer, take prayer requests in meetings, pray for each other in meetings, etc. That stuff is invaluable to me. It means everything to me!
  • All in all, it's a great place to work. The CARE and TCI principles are very relevant and useful. I think further "spiritual" equipping sessions could be incorporated as well.
  • Special training in caring/handling trauma based younger children (up to 8-9 years of age) is needed. TCI is more applicable in helping Middle School and HS children, where discussion and reasoning is understood.
  • I love the BCH leadership, staff, residents, and stakeholders. God's hand is truly upon these ministries, and it is my honor to be a part of this family.

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“The mind is not a vessel that needs filling, but wood that needs igniting.”

Plutarch (1st century A.D.)Greek historian and biographer

HUMAN RESOURCES FOCUS

Submitted by John Adamcik, BCH HR Director

iApplicant:Implemented enhancements to improve applicant experience and ensure consistency in our agency-wide compliance/system usage:

1) Added language to our application landing page informing applicants of system requirements, informed of system timeout feature, recommending methods to ensure thorough applications.

2) Reminded OP's/supervisors or e-Verify notification requirements and provided language for same to use when creating a requisition on iApplicant.

Training Documentation:With help from Carol Layton, we created and began using a New Employee HR Orientation training acknowledgment form.

Background Checks/Prehire Screening:Identified and trained some OP's with a faster method of initiating a profile request through InfoMart (using "New Application" rather than the "New" tab); this method saves the OP 15 -30 minutes per candidate, ensures better applicant accountability (e.g. if applicant makes a false statement on the background check questionnaire), and provides a more accurate and detailed background screening. The bottom line is that we get a better prehire result more quickly, meaning we reduce our time-to-hire.

FMLA:I have begun providing initial FMLA paperwork to employees, rather than the OP's/supervisors doing so. This helps expedite our FMLA review and approval process, and also ensure greater consistency in our agency-wide FMLA program administration. OP's will continue to monitor FMLA time and process the employee's time for payroll.

PQI NEWS FROM AROUND THE STATE

  • The Western Area celebrates many PQI successes over the past months, including the following:
  • Continued quarterly reviews of case files by supervisors have kept case files up to date.
  • The Hopelessness scale has improved.
  • The reduced number of SIR's indicates training of staff has better equipped them to handle crisis situations.
  • Monitoring of service questionnaires has enabled us to get feedback and make changes where necessary.
  • One service questionnaire stated that the agency mission is its strength. That is quality service...... through quality relationships.
  • Weekday Education is excited to report the following improvements in recent months:
  • We have had complaints from the parents at Fleshman Pratt about the condition of the building. The front room and the hallways of the building were painted in May. New blinds were put up throughout the building and new furniture was donated for the front room. The natural area in the front of the building was mulched and new plants were added. We are looking great and have received MANY compliments from parents and visitors.
  • One of our goals is to maintain quality staff. Five of our staff were recognized for receiving a degree or advanced certification in child care. We are very proud of each of them.
  • One area of concern has been the escalating cost of food. A study was undertaken to compare vendors and the decision was made to change from the vendor we had used for many years. We are already seeing a substantial reduction in the cost of food for our program by making this decision.
  • Our Kennedy Home campus has celebrated many accomplishments over the past few months including:
  • Four Family Care homes have opened
  • Population for all of campus hit 55 in June (up from a low of 16 December 2013)
  • The campus has gotten in excess of 10,000 volunteer hours donated for a lot of free labor which included skilled labor.
  • Britton Ministries, Oak Ranch, and Smith Family Care in Marston are thrilled to report several successes in our Family Care area this quarter:
  • Peggy Taylor was named to a special Community Task Force to research the need for Public Housing in the Ahoskie area.
  • The Oak Ranch staff members are developing guidelines, a manual and a handbook to meet the COA Standard, "Experiential Education Supplement." This will be completed by next quarter.
  • Smith Family Care is under renovation. During the past eight weeks, a lot of work has been accomplished by the Baptist Men (and women) from several churches in Richmond County and the surrounding area.
  • Our Wilderness Camping programs have been blessed in many amazing ways in recent months and are excited to share the following PQI accomplishments:
  • Campers on mission helped immensely with food sorting and played a significant role in making Hopefest a success
  • Hopefest was a resounding success we had a great turnout and a wonderful day of music, food, fun and fellowship. Our maintenance guru Jeremy even won second place in the BBQ cook-off!! If you missed it, you missed out!! Make sure you attend next year!
  • We have hired 4 new chiefs in the past quarter.
  • We have experimented with Facebook advertising for staff and partnered with Tabitha to create a stellar new chief recruitment website.
  • We enjoyed a great time of encouragement and equipping when our direct care staff joined together for a few days at the mountain cottage.
  • Rangers canoed 250 miles on the Suwannee and French Broad Rivers; Trailblazers enjoyed a week at the beach cottage.
  • Everyone had a GREAT time at Family Gathering 4!!
  • Our North Carolina Baptist Aging Ministry continues to grow and flourish and is delighted to report many PQI achievements:
  • NCBAM is continuing to update and revise the policies and procedures manual that was composed as a result of COA. A representative of each area within NCBAM is currently working on updates that will be finalized in April 2016. A schedule is in place for annual updates and revisions.
  • A plan is in place for the NCBAM call center staff to update the Servant Care (ministry to retired pastors) database by contacting all retired ministers currently in database. This will enable NCBAM to more effectively reach out to and meet the needs of retired ministers across the state.
  • NCBAM launched the AAIM (Aging Adults Innovative Ministry) program in May with over 60 Sr. Adult leaders from across the state in attendance. AAIM was formed out of a need for more innovative, engaging Sr. Adult ministry as identified by NCBAM team and Sr. adult ministers and leaders. AAIM will continue to meet the needs of the growing aging adult population by holding regional meetings in September and a statewide meeting in May. These meetings will equip Sr. Adult leaders with tools and innovative ideas to take back to the local church. AAIM has identified a leadership team of officers with NCBAM staff to serve in a support capacity.
  • NCBAM regional directors have been directed to identify 3 flagship churches per association. These key churches will serve as partners with NCBAM throughout the state. NCBAM directors will engage with these churches by offering trainings, speakers, and mission opportunities. Building relationships with flagship churches across the state will promote NCBAM in the local churches. At this time NCBAM regional directors have identified at least one flagship church per association. Flagship churches and contact person are being tracked in the NCBAM provider client database to streamline the reporting process.
  • In January 2015 NCBAM and the OSFM (office of state fire marshal) continued their partnership with a new grant which allows for training volunteers across the state to install smoke alarms. Smoke alarms are provided by the OSFM to be installed in homes. NCBAM implemented a new smoke alarm tracking policy which more effectively tracks volunteers trained and number of alarms installed. To date in 2015 there have been 7 trainings with 191volunteers trained. There have been 1080 smoke alarms distributed and 382 installed in homes.
  • NCBAM Call Center staffing needs and scheduling has been evaluated. NCBAM hired a part time call center specialist to accommodate increase in incoming calls as well as meeting the needs of frail aging adults. Call center schedule is being adjusted to ensure maximum coverage during peak call times.
  • Our Odum Home campus has many successful PQI initiatives to report:
  • Odum Home youth were part of a youth wellness and fitness camp at Southeastern Fitness and Lifestyle in Pembroke free of charge. The youth enjoyed healthy lunches and were taught physical fitness from trainers in dance classes, pool aerobics, volleyball, weight training, etc.
  • May Friends of Children workday had a better turn out and involvement from the community churches in our area than the previous workday.
  • The UNCP Office for Community and Civic Engagement presented the 2015 Community Partner of the Year Award to Kathy Locklear/Odum Home/Baptist Children’s Homes of N.C.
  • 2014-2015 School Year Academics and Awards Banquet was held. After the banquet and recognition for hard work and afternoon of fun was had by all.
  • Carter Hall is in the process of getting some improvements in their HVAC and sewer systems as well as replacement of some carpeted areas.
  • We have been the recipients of several mission groups who have been at the Red Springs Mission Camp. These groups have volunteered their services for work projects as well as activities and devotions with the kids and staff.
  • Our Developmental Disabilities Ministry has been blessed with much PQI success over the past months:
  • DDM continues to successfully implement our electronic health records system and began using the billing portion of our software for the first time this month. We are happy to report that we have now received our first payment using the system and look forward to an ever better and faster process for billing our services.
  • We have begun the centralization of DDM orientation and training and will be utilizing one staff member to provide orientation and general training to new staff as well as training on software used in the program.
  • DDM continues to have excellent survey results from the Division of Health Service Regulation in 2015. Alverta Bolick Home, Davis House, and Stegall Home have all achieved deficiency free surveys this year. Alverta Bolick Home is proud to report no medication errors in the nine years it has been in operation.
  • The DDM program successfully completed a comprehensive program review that occurs every three years to ensure the quality of provider agencies in the service network. The result was outstanding and contracts were renewed with Smoky Mountain Center, Centerpoint Human Services and Sandhills Center Managed Care Organizations.
  • Direct Support Professionals are being offered opportunities to learn about and become involved with the NC chapter of the National Alliance for Direct Support Professionals (NADSP), a national organization whose mission is to raise the level of direct support workers to a professional status within the industry. DDM has been blessed to be able to offer attendance at conferences as well as more opportunities for our direct support staff as a result of our involvement with this initiative.

Thank you to the Baptist Children’s Homes family for your commitment to Performance and Quality Improvement and to the BCH mission, “To provide the highest quality of Christian services to children, adults, and families in a caring culture of measurable excellence.”

“I will give thanks to you, Lord, with all my heart. I will tell of all your wonderful deeds.” Psalm 9:1 NIV

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“Quality is the result of a carefully constructed cultural environment. It has to be the fabric of the organization, not part of the fabric.”—Phil Crosby