Research, Service Evaluation and Quality Assurance
The Quality Assurance process provides a means of reviewing and assessing service delivery and administrative functions. Quality Assurance is a continuous process involving a cycle of evaluation and improvement. It is a multi-faceted process emphasizing client-focused elements such as service output, service access, client satisfaction, client outcomes and resource utilization as well as administrative functions. This process provides the climate for policy change and service improvement.
Research and service evaluation takes place at a Centre-wide level. Initiatives at this level focus on evaluating service delivery. Indicators include the Brief Child and Family Phone Interview (BCFPI), the Child and Adolescent Functional Assessment Scale (CAFAS), Client Satisfaction Questionnaires, and Service Delivery Information. Data from these sources provide information concerning our clients, their satisfaction with services, and the effectiveness of the services they have received. This information is used to inform the development and delivery of services at the Centre.
At a programmatic level, the Director of Research and Program Evaluation works with program staff to develop an evaluation process to reflect the specific objectives of their program. For example, clients may be asked to complete questionnaires at the beginning and end of the program, as well as a satisfaction questionnaire to evaluate the effectiveness of the program and the client’s experience.
The Director of Research and Program Evaluation also works to develop research and service evaluation initiatives for special projects within the Centre and in collaboration with other organizations and researchers within the larger community that are in keeping with the goals and mandate of the Centre