1. Preventing Abuse, Neglect, & Exploitation
One Agency’s Perspective on Providing Quality Services

2. Presenter Peggy Englebert, M.Ed, CRC, CVE, LRC Executive Director
The Arc of Camden County

3. If The Shoe Fits…
This presentation is not a formulaic approach to the prevention of Abuse, Neglect, and Exploitation. Rather, it is the application of a philosophical perspective drawn from: Deming’s 14 Points Standards of Cooperative Communication & Teamwork UROC

4. Continuous Quality Improvement
Dr. Edwards Deming
General Principles and Terms
3 primary elements
Cooperation v competition
Managing through leadership v control
Base decisions on data v assumptions

5. Deming’s 14 Points Point #1
Create constancy of purpose toward improvement of purpose with the aim to become competitive, to stay in business, and to provide jobs

6. Point #2
Adopt the new philosophy. We are in a new economic age. Western management must awaken to the challenge, must learn their responsibilities, and take on leadership for change.

7. Point # 3
Cease dependence on inspection to achieve quality. Eliminate the need for inspection on a mass basis by building quality into the product in the first place

8. Point #4
End the practice of awarding business on the basis of price tag. Instead, minimize total cost. Move toward a single supplier for any one item, building a relationship based on loyalty and trust.

9. Point #5
Improve constantly and forever the system of production and service to improve quality and productivity, thus constantly decreasing cost.

10. Point #6
Institute training on the job

11. Point #7
Institute leadership. The aim of leadership should be to help people and machines do a better job. Leadership of management is in need of overhaul, as well as leadership of workers

12. Point # 8
Drive out fear so that everyone may work effectively for the company.

13. Point #9
Break down barriers between departments. People must work as a team to foresee problems of production, and in use, that may be encountered with the product or service.

14. Point # 10
Eliminate slogans, exhortations and targets for the work force asking for zero defects and new levels of productivity. Such exhortations only create adversarial relationships because the bulk of the cause of low quality/productivity belong to the system and thus lie beyond the power of the workforce.

15. Point # 11
(A) Eliminate work standards or quotas…substitute leadership. (B) Eliminate management by objectives, numbers, and numerical goals…substitute leadership.

16. Point # 12
(A) Remove barriers that rob the hourly worker of pride of workmanship. The responsibility of supervisors must be changed from sheer numbers to quality. (B) Remove barriers that rob people in management of their right to pride of workmanship

17. Point # 13
Institute a vigorous program of education and self-improvement

18. Point # 14
Put everybody in the company to work to accomplish the transformation. The transformation is everybody’s job

19. Quality Improvement Principles
1. Focus on the customer
2. Quality is Everything
3. Continuous, Incremental Improvement
4. Measurement and Analysis
5. Everyone is Responsible
6. Teamwork
7. Unity of Purpose
8. Quality Culture

20. Team Building Stage One: Forming Stage Two: Storming
Stage Three: Norming
Stage Four: Performing

21. Standards of Professional Communication
How we treat people matters. The Arc’s Standards of Professional Communication ensures that our consumers, family members, visitors, vendors, and co-workers are treated with dignity and respect. These behavior standards promote consumer centered care that emphasizes mutual respect, integrity, exceptional quality service and high standards of collaboration and cooperation. The care and safety of the people we serve is always our top priority, and is the base for this standard.

22. What in the world is UROC?
Urgency
Responsiveness
Ownership
Communication

23. Thank You Questions? Need more information? Want materials?