February
16-18, 2000
Anchorage,
Alaska
Mavis Bucher, Community Member
Deanne Moriwaki,
Community Member
Gina Kaiser, Peer Reviewer
John Havrilek,
Facilitator
The Site Review Team reviewed DMHDD funded
Developmental Disabilities Supported Services provided by Catholic Social
Services (CSS), Anchorage, Alaska, February 16-18, 2000, using the Integrated
Quality Assurance Standards.
This report is the summation of the impressions of
a community team after interviewing consumers, staff members, community members
and staff of other agencies. It also includes a limited administrative
review. It does not represent or
reflect a comprehensive review of this agency.
The community team has collaborated on this report and the findings
represent their consensus.
Catholic Social Services is a nonprofit
organization providing respite service support for approximately 176 children
who experience developmental disabilities and their families. Of these, 120 are served under the base grant,
30 with CORE funding, 14 with individualized funding programs and 12 through
Medicaid funding. The program serves the greater Anchorage area and is one of
ten programs under the umbrella of Catholic Social Services. The respite program offers In-Home Care,
Out-of-Home Care, Respite Place (for after school and Saturdays), Voucher
Respite Care, Sibling Care and the summer program.
The agency is also involved in or collaborates with
the other Catholic Social Service programs, Stone Soup, The ARC, the Family
Support Project, and a number of other agencies and resources across the state.
The site review team met for three days at the
Catholic Social Services Center in Anchorage, Alaska. The team consisted of two community members, a peer reviewer and
a facilitator. Team members conducted interviews with 21 guardians/consumers, 2
board members, 6 direct service providers, 2 administrative staff members and 3
related agencies: Stone Soup, The ARC, and
The Family Support Project. Interviews lasted between 20 minutes and one
hour and were conducted by telephone or in person at people’s homes or at the
CSS offices. In addition, the peer
reviewer and facilitator conducted an informal review of 12 consumer files.
OPEN
FORUM
CSS planned an Open Forum for February 16, 2000,
and advertised it in the Anchorage newspaper and in letters sent home to
consumers. A parent of two consumers attended and she said she was also
representing the views of two other parents. This parent was very pleased with
the respite program and CSS and would not want to change providers but was
concerned about two issues. She felt the timelines for time cards and related
payroll times for vouchers was too inflexible. She also expressed concern that
some respite was not provided when requested; people’s requests sometimes were
omitted. I relayed the time card/payroll concerns to Gail Spence and found that
the parent was not completely aware of the timelines. She explained them to me
and I relayed the correct information to the parent. It is much more flexible
than was originally thought.
Progress
Since Previous Review
The last review of Catholic Social Services made one recommendation: that a consumer representative be on the board. Action taken: Consumers are on the advisory board and thus have direct input into the operation of the respite program. Recommendation implemented.
The team identified the following strengths under
Choice and Self-Determination for people receiving DD services from CSS:
+ “CSS is non-judgmental, sensitive, and
understanding. Bigger agencies were
just too big to help us or even have time for us.”
+ “They are giving me exactly what I need now. I couldn’t leave the house if CSS didn’t provide these services”.
+ Several consumers reported how great the summer
program was for their children; it was their only option for summer activities
and included siblings.
+ “The reason I became a board member at CSS is to give back what I’ve been given here.”
+ “My
daughter is extremely fragile and needy and they were able to come up with
extra hours to help us out. It really saved us”.
+ “Their doors are opened to everyone. You don’t
have to be Catholic to get services.”
The team identified the following weaknesses under
Choice and Self Determination for those receiving DD services from CSS:
-
Respite needs more funding; consumers need more
respite hours. This was an on-going concern voiced in several interviews.
-
One family was worried about services after their
child turns twelve. “(If he doesn’t get
a waiver for CSS services), what will happen to my family?”
-
“It would improve my options for services if the
agency would pay more to providers that can
sign.”
-
Parents would like the Respite Place opened more hours, especially
holidays and Sundays.
The team identified the following strengths under
Dignity, Respect and Rights for people receiving DD services from CSS.
+ Families’ overwhelming support CSS’s services,
staff, flexibility and support
+ “We have a life because of CSS. They saved our
family. They look at the family as a whole. They bend over backwards to help”.
+ “They respect the family unit, they are very
careful not to cross boundaries”.
+ “ They not only look at the child being served
but also at the siblings and include them”.
+ “The
providers are wonderful. They really
respect my husband, myself and my children”.
+ Families
reported feeling respected, supported, listened to and, most importantly, their
children are cared for in a supportive, positive, safe and loving manner. One
mom said her child waits at the window when he knows the service provider is
coming and jumps up and down and claps because he is so happy and excited to
see the person.
+ Staff dedication to consumers and their families
was extremely evident throughout all the staff interviews as was the support of
the staff for training to meet children’s’ and families individual needs. One
staff member commented “We are a big family, a community within a community.”
+ The files are exceptional for any agency. They
are a model of function, focusing on safety, information and confidentiality.
The team identified the following weakness under
Dignity, Respect and Rights for those receiving DD services from CSS:
- CSS
needs to get more funding so it can offer more services and diversify the
services provided
The team identified the following strengths under
Health, Safety and Security for people receiving DD services from CSS:
+ “My child requires total care and CSS provides this diligently on a weekly basis”.
+ “My daughter is in a wheelchair and CSS helps us
with snow shoveling the driveway so we can
get
out”.
+ “They document every incident whether it’s in the home or drop-in center and inform us immediately; they are very safety conscious”.
The team identified the following weakness under Dignity, Respect and Rights for those receiving DD services from CSS:
- “Sometimes they run out of funding at the end of the year and that causes a lot of stress on our family.”
The team identified the following strengths under
Relationships for people receiving DD services from CSS:
+ “They are
always in contact to help me and my children”.
+ “Staff are always consistent in being happy and positive with children and family.”
+ “The
respite voucher system works; it lets families coordinate services they need”.
+ “They
always make sure my husband and I have time for each other”.
+ They let
the siblings attend summer camp so the family can be together.
+ “My
family is very picky and the staff respect that. They are great.”
+ Staff and
administrators follow through and return calls, answer questions, solve
problems, and
help
with crisis intervention at all levels.
+ CSS
brings support for the entire family not just the one child.
+ CSS takes a holistic approach to meeting the
needs of the children and families they serve
The team identified the following weakness under
Relationships for people receiving DD services from CSS:
- Lack of
funding and hours
The team identified the following strengths under
Community Participation for people receiving DD services from CSS:
+ Parents
consistently reported how great last year’s summer program was and how much
their children benefited from it.
+ “The respite provider even took my child to a
program at the museum when I was unable to.”
+ ”The swimming program at East High is wonderful.”
+ “ The community inclusion makes it possible for
my family to have a more normal life”.
The team identified the following weakness under
Community Participation for those receiving DD services from DSS:
- One
family mentioned they would like more community inclusion.
Staff Interviews
CSS staff members are very supportive of the
agency. There is an open-door policy and they not only feel they can talk about
any problems, but can and do go to their supervisor at any time for assistance.
Staff reported the agency is very supportive and flexible in terms of
scheduling and training. The administration wants people to be successful and
make any accommodations necessary to keep staff. All stall interviewed were
consistent in their responses that consumer safety is a priority as well as
related training and family and staff choice.
Consumer and family needs are the first and foremost concern.
The three related service agency staff interviews
characterized CSS services as being flexible, innovative and focused on
positive outcomes for consumers and their families. CSS staff is willing to work with individuals who are hard to
serve or who have complicated histories.
The communication and supervision required between agencies under these
circumstances highlight the willingness of CSS staff to go the extra distance
to provide individuals with choices.
CSS meets all of the Administrative and Personnel
Standards
The files indicate safety counts. The consumers’ IEP’s are intact; medical releases and information are indexed; home/safety checklists with maps and emergency information, addresses and phone numbers are readily available in each file. The portfolio provides changes of status, information on the individual and his/her family circle. Provider reports are legible and services are well documented in most cases. Records are well maintained The mutual exchange of information is a binding statement that mandates confidentiality. The files show evidence that the families are involved with the decision making process for services. Staff continues to keep the families well informed of their child’s issues. There are letters from the State of Alaska Department of Health and Social Services, Division of Mental Health and Developmental Disabilities recommending services. Some files have letters authorizing funding. All records are very well maintained.
File Recommendations:
1. Consumer files have a copy of the grant funding
requested and the Agreements
2. A picture of each consumer should be in the file
for identification
3. For the purpose of consistency, ledger
expenditures should be maintained for each consumer for internal costing
purposes.
Areas
Requiring Response
None
The site review team would like to thank the staff,
board and consumers who aided in the review.
It is a pleasure and an honor to participate in reviewing an agency
where standards of service are excellent.
The positive, flexible and caring commitment of staff who carry out the
wishes of people who use Catholic Social Services, was a central theme during
interviews, as was your focus in providing quality services in support of the
family. You have an extremely impressive organization.
The final draft of this report will be prepared
within 7 days and sent DMHDD. As there
are no Areas Requiring Response, there is no action plan to be reviewed.