CHANGE TOWARDS ACHIEVING RESULTS LOVE’S MIRACLES CORPORATION

PUERTO RICO

Love still makes miracles All our services are free: Orientation Housing Counseling Addiction Counseling Transportation Education Referrals Interagency Coordination Planning and Budget Resources search Food and Clothing Training Center for Students of Social Work Homeless Prevention and Rapid Re-housing

CorMA TOWARDS ACHIEVING CHANGES: Getting Started To choose the change Team Identify the Team Leader Team orientation Choose work tools Planning the first change cycle Measuring instrument Start the change cycle and implementing the change Outcome assessment Planning the second change cycle

First Change Cycle Areas to assess assigning cases Admission process Needs Feedback Reception

Concerns Reception Area Process participants receive is not clear Struggle with the scope of each program that affect the process to assign cases by professional Lack of a computerized registry of available services. Lack of a coordinated and registry system of appointments.

First change to Implement Change: Development of a protocol for reception staff Objective: Facilitate the process of admission, assigning cases and promote faster and correct access to the service requested. (Meet the immediate needs)

First change to Implement Strategy : A formal presentation of programs of the Corporation by the members of each team. Strategy: Draft a Reception Manual and Computerize the registration of participants served daily including outreach.

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How CorMA will measure the change? By number of admissions and services before an after the change By the number of services using the outreach technique Registered the appointments by each professional

How CorMA will measure the change? By the qualitative feedback received by participants, families and CorMA team of work.

Quantitative Outcomes Outreach includes: medical, dental, laboratory, nutritionist among others to complement the comprehensive treatment Services increased 16% Follow-up related to outreach improved 24% * outreach (support)

Quantitative outcomes Admissions process improved 32% Registered appointments improved 12% Appointment does not show the assistance *appointments

Qualitative Outcomes Participants reported having been treated with kindness and respect. Improved the system of assigning cases by using a map with the requirements of each program. We improved the participant follow up using the outreach technique four times a year that allows the access to other clinical services not available within our agency.

Qualitative Outcomes Benefits for the team: 1. Discovered the many gifts and creativity of employees. 2.Staff gained a greater sense of ownership through the process. 3.Standardization of the processes of intervention

Next changes objectives Improve data collection on attendance at appointments To review crisis Intervention Protocols CorMA will continue working to improve our services that means: to help homeless increase quality of life