Measuring quality
The key objective of quality improvement is closing the gap between existing and desired levels of quality. In order to evaluate quality and verify progress, measurement is necessary. Quality measures can include an assessment of the extent to which standards are currently being met, client and volunteer satisfaction, and whether desired results are being achieved. Tracking changes takes place throughout quality improvement efforts.
Measuring quality involves developing routine collection and analysis of data through supervisory assessments, volunteer and staff self-assessments or periodic studies. Both quantitative and qualitative information can be used to reflect on progress. It is vital to gather information that is meaningful and useful to service providers. Monitoring should focus on both process and outcomes, especially when outcomes may be related to multiple factors and may not manifest themselves in the short term. Many in the OVC community are tackling the challenge of developing systems for monitoring quality and process.
The Child Status Index (CSI) is a tool available for OVC programmes interested in comprehensively tracking the status of child well-being. It provides a series of benchmark outcomes in six key domains. Communities and local governments can use the CSI to determine whether the totality of care and support, beyond direct service provision, is having a positive impact on vulnerable children. The CSI is being extensively piloted and updates will be provided on this website.
Measuring quality works best as an interactive process. All service providers, volunteers, staff and management should participate in tracking their programmes' effectiveness. Children, families and communities also play an essential role in the process of measuring quality, as they can articulate whether the programme is meeting their needs.
