Performance and Quality Improvement

Introduction

In order to ensure a continuing increase in the quality of services provided, Consumer Credit Counseling Service of Kern & Tulare Counties (CCCS) has developed a comprehensive continuous Quality Improvement/Quality Assurance (QA) plan that involves everyone and every activity in the company.  This plan is a continuous process aimed at discovering the best products and practices by which to serve our clients and customers, thereby exceeding their expectations.  It sets forth the processes, practices and procedures by which quality is measured and ensured.  The process helps management identify, monitor and correct deficiencies in service delivery, practices, policies and procedures.  It empowers staff and management with the ability to recommend changes at their level and is based on the Strategic Plan designed by the Board of Directors.  This Plan involves all CCCS stakeholders including the Board of Directors, staff, clients, funders and community.

Structure of Quality Assurance Committee

The President/CEO is responsible for coordinating and managing the program. The Office Manager and Operations Director implement the program. The Quality Assurance Plan requires the cooperation of all staff members at all levels.  Staff meetings are held where staff members are encouraged to report any problems with processes in their department and to discuss possible solutions.  The President/CEO directs these meetings and is responsible for reporting any changes in policy or procedure to staff as a result of Quality Assurance projects.  The President/CEO is responsible for reporting results of staff meetings and Quality Assurance projects to the Board of Directors, which may provide additional direction if needed.

Measures and Outcomes

The goal of the Plan is to find the best methods by which CCCS clients and customers will receive high-quality service and results.  CCCS incorporates long-term strategic planning into this Plan in order to set forth the expectations and broader goals of the agency.  At any given time management may decide to measure other outcomes and revise this Plan as it relates to its programs and services; this may be necessary due to requirements from stakeholders (i.e. funders, etc.) In order to guarantee the best customer service, the Quality Assurance Plan monitors and measures the following using a variety of data collection and monitoring processes, practices and procedures:

Outcomes relating to Management and Overall Operational Performance

• Employee Retention

• Employee Satisfaction

• Employee Performance

• Financial Risk

• Risk Analysis and Prevention

Outcomes relating to Program and Service Delivery

• Accessibility of services
• Availability of services
• Timeliness of service
• File Reviews- Accuracy, appropriateness and completeness of data
• Grievances

• Outcomes relating to Clients and Programs
• Reduction in debt
• Better understanding of credit and personal finance
• Prevention of foreclosure
• Clients who file bankruptcy
• Client retention
• Grievances

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