OUTCOMES 2017 FY2017 TRI-COUNTY MENTAL HEALTH SERVICES, INC. Performance Improvement Plan Outcomes. Quality Improvement & Compliance

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1 TRI-COUNTY MENTAL HEALTH SERVICES, INC. OUTCOMES 2017 Performance Improvement Plan s Quality Improvement & Compliance FY N. E. 83RD S T., S UITE 1001, KANSAS CITY, MO 64119

2 Human Resources s Report FY17 Staff Retention Objective Tool FY2017 Annual staff retention rate will be 80% or Quarterly review of turnover 78.8% 95% Slightly below goal. Continue to monitor greater. data. during Employee Orientation Timely Performance Evaluations Wellness Overall scores for satisfaction on the annual employee satisfaction survey will be 80% or above. 95% of staff will complete agency and department specific orientation within 90 days of hire. 95% of staff will receive their annual performance evaluation within 30 days of due date. 95% of new staff will receive their 90 day review within 30 days of due date. During FY16 the Wellness Committee will provide on-going education, at least monthly, through lunch and learns, newsletters, and tips. scores on annual employee satisfaction 79.6% 76% Met goal. Continue to monitor during Audit of personnel files. 90.6% 100% Below goal. Continue to monitor during Audit of personnel files. 86.2% annual eval Documentation of lunch and learns, newsletters, and tips. 90% - annual eval Below goal for staff annual evaluation. Exceeded goal for new staff reviews. Continue to work with managers and continue to monitor during 97.5% - new staff 84%- new staff Met Met Met goal. Continue to monitor during 1

3 Financial Services s Report FY17 Accounts Receivable Objective Tool FY 2017 Days in AR will be less than or equal to Accounts Receivable detail report 70 days. produced on a monthly basis. 67 days 65 days Exceeded goal. Continue to monitor during Collections Effective Cash Management Provider Credits Percentage of write-offs will be 2% or less. Average daily balance will be greater than or equal to $1,000,000 monthly. 90% or greater of providers will report that they receive payments in a timely manner. 100% of credits will be completed within 60 days of identifying an overpayment. Write-offs as a percentage of total billings from reports from Avatar. Average daily balance as reported on the Financial Summary sheet monthly. the annual provider satisfaction Monitoring of known overpayments by the QA Coordinator. 1.5% Not monitored in FY16 Met goal. Continue to monitor in $3,110,394 $2,515,327 Exceeded goal. Continue to monitor during 100% 100% Exceeded goal. Continue to monitor during 92% of credits were completed within 60 days of overpayment. 84% Below goal, but an improvement. Continue to monitor during 2

4 Overall Agency s Report FY17 Suicide Prevention Trauma Informed Care Objective Tool FY 2017 Participate in the Zero Suicide initiative Documentation of hiring and Met beginning in January 2017 with overall training of staff for initiative. goal of reducing completed suicides Review of available assessment and suicide attempts. tools for suicide risk and selection of assessment to use with our consumers. of suicide attempts/completed suicides from previous year. Continue to participate in Trauma Informed Care learning collaborative and implement Trauma Informed Care agency wide. Documentation of trainings, environmental changes, updated policies/procedures, selfassessment. Met Not monitored in FY16 Not monitored in FY16 Met goal. Continue to monitor suicide attempts/completed suicides. Met goal. Several trainings were held and environmental changes were made. Policies and procedures were updated. Self-assessment conducted. Continue to monitor in 3

5 Adult Community Psychiatric Rehabilitation Services (Adult Case Management) s Report FY 17 Objective Tool FY % of clients receiving a level of Percentage as measure by 42% 41.2% Below goal. Will continue to monitor in community support services will total score on DLA-20. Additional training on the DLA-20 is scheduled. experience an increase in total score on the DLA-20 from admission to follow-up assessment. 90% of individuals receiving case management will report that their case manager helps them achieve their treatment plan goals. 100% of community support notes will be completed within 3 business days or will include acceptable documentation of why they were not. 95% of treatment plans will be completed within 45 days of admission and annually, or there will be acceptable documentation of why it was not. All Rehab Community Support Workers will receive IDDT training by the end of FY17. Increase return rate of DMH satisfaction surveys and Tri-County satisfaction surveys in FY17. 95% of individuals receiving case management services will report Adult Community Support satisfaction Review of notes in quarterly audits. Review of treatment plans in quarterly audits. Percentage of Rehab CS Workers who have received IDDT training in FY17 as evidenced by training attendance tracking. Overall number of surveys returned in FY17 will be higher than surveys returned in FY16. case management satisfaction 98.1% 100% Exceeded goal. Continue to monitor in 96.5% 80%- TC 97% -MHR 100%-Skylander 97.7% 97% -MHR 96%-Skylander 100%- TC Met. All Rehab CS Workers received IDDT training. Met for TC surveys- 109 returned in FY17 compared to 79 in FY DMH surveys received in both FY17 and FY % 92%- TC 99.6% -MHR 99%-Skylander 88.8% 90.2% -MHR 89.4%- Skylander 66.6%- TC Not measured in Not measured in FY Below goal. Discontinue goal in FY18 to focus on other efficiency goals. Exceeded goal. Will change goal to 90% of treatment plans are updated as needed in Met goal. Will change goal to: 90% of new CS Workers will receive IDDT training within the first 90 days of employment. Met goal. Discontinue monitoring goal in DMH has different survey requirements in 99.1% 98.7% Exceeded goal. Discontinue monitoring goal in FY18 to focus on goal to track case managers returning calls. 4

6 that their case manager is available to help them in a crisis situation. 95% of consumers receiving case management will report overall satisfaction with the services they receive. case management satisfaction 100% 100% Exceeded goal. Continue to monitor in Adult Psychosocial Rehabilitation Services (Adult Community Integration) s Report FY17 Objective Tool FY % of consumers receiving PSR services will 96.8% 93.8% Exceeded goal. Will continue to monitor report that day program had positive impact PSRC satisfaction in on their life. 90% of consumers receiving PSR services will report that the day program helps them cope with mental health issues. 50% or more of programming at the 3 day programs will consist of wellness/recovery activities. 90% of consumers attending the Day Program will report that they are able to get to and are able to attend the day program as often as they want. 85% of consumers attending the Day Program will report they are satisfied overall with the day program. 85% of consumers attending the Day Program will report that they are satisfied with the educational and support groups provided daily at the day program. PSRC satisfaction weekly activities calendars. PSRC satisfaction PSRC satisfaction the PSRC satisfaction 96.8% 94% Met goal. Will continue this goal in 54% 52%-Northstar 56% -Risingstar 53%- Shootingstar 52% 53%-Northstar 52% -Risingstar 52%- Shootingstar 100% Not measured in % 92.8%- Northstar 90.6% - Risingstar 92.3%- Shootingstar 95% 100%-Northstar 90.6% - Risingstar 95.4% 95.2%- Northstar 92% -Risingstar 100%- Shootingstar Not measured in FY16 Exceeded goal. Will continue to monitor in Exceeded goal. Will discontinue monitoring in FY18 to focus on a new access goal. Exceeded goal. Will continue to monitor in Exceeded goal. Will continue to monitor in 5

7 100%- Shootingstar Children s Community Based Services (Youth Case Management & Intensive Family Based) s Report FY17 Objective Tool FY % of clients/families referred for 97% 80% Exceeded goal. Will continue to monitor children s community based services will be the children s community in contacted within 5 business days of staff based services waiting list. receiving the referral. 100% of Critical Intervention Plans (CIPs) will be updated as needed. 65% of clients receiving a level of community support services will experience an increase in total score on the DLA-20 from admission to follow-up assessment. 90% of families receiving in-home services will report satisfaction with the way their crisis situations were handled. 95% of youth and families participating in community support or intensive community support services will report overall satisfaction with services. Percentage as reflected in progress notes or plan, as measured on QA form. the DLA-20. As measured on the Youth In- Home satisfaction Children s Community Based Survey. 91.5% Not measured in FY16 Below goal. Will continue goal in 53% 66% Below goal. Will continue to monitor in 97% 95% Exceeded goal. Will continue to monitor in FY18 and increase goal to 95%. 97.7% 97% Met goal. Continue to monitor during 6

8 Intake and Crisis Services Report FY 17 Objective Tool FY % of clients seen for intake or crisis 100% 100% Exceeded goal. Will continue to monitor appointment will report that the intake the Intake/Crisis satisfaction in Will work to increase number of clinician explained to them what to expect surveys received. from services they were referred to. 90% of clients coming in for an intake or crisis appointment will report that the intake clinician was sensitive when asking about difficult experiences. 95% of clients coming in for an intake or crisis appointment will report that they felt welcomed when they arrived for their appointment. 95% of clients requiring a face-to-face intervention for after-hours crisis services will be seen within 90 minutes from initial contact. 95% of pages to the on-call clinician from the crisis line will be responded to within 10 minutes. 95% of clients calling the crisis line that were referred to the on-call clinician were responded to within 5 minutes from the clinician receiving the information from the crisis line. Establish a baseline for wait time for walk-in clients. Establish a baseline for clients seen the same day for a walk-in assessment. the Intake/Crisis satisfaction the Intake/Crisis satisfaction quality assurance tracking. quality assurance tracking. quality assurance tracking. As measured on wait time spreadsheet. As measured on walk-in spreadsheet. 100% 100% Exceeded goal. Continue to monitor during 100% 100% Exceeded goal. Continue to monitor during 93% 92.5% Slightly below goal. Will continue to monitor in 96% 91% Exceeded goal. Will discontinue monitoring in FY18 as goal has been consistently met. 93.8% 91% Slightly below goal. Will discontinue monitoring on PI Plan No data No data Not measured in FY16. Not measured in FY16. Was unable to track this goal in FY17. Discontinue goal in FY18 to focus on other access goals. Was unable to track this goal in FY17. Discontinue goal in FY18 to focus on other access goals. 7

9 90% of clients calling to schedule an appointment will be responded to within one business day. 90% of clients coming in for intake will report that the intake clinician and other staff they had contact with were respectful to their cultural background. 95% of clients coming in for intake will report that they are satisfied overall with the intake process. the Intake/Crisis satisfaction the Intake/Crisis satisfaction the Intake/Crisis satisfaction N/A 87% Not measured since start of Open. Discontinue goal in Of note, 76 more clients were seen for intake assessments in FY % 100% Exceeded goal. Continue to monitor during 100% 97% Exceeded goal. Continue to monitor during FY17. Medication Services s Report- FY 17 Objective Tool FY 2017 scores for individuals in medication 91% 92% Met goal. Will continue to monitor in services will be 90% or higher. the DMH adult consumer If the Agency is approved as a Certified Community Behavioral Health Clinic (CCBHC), establish a contract with a DATA 2000 physician to prescribe buprenorphine products for opioid dependency. s scores for individuals in medication services will be 65% or higher. Functioning scores for individuals in medication services will be 65% or higher. 90% of clients receiving medication services will receive written medication education. 90% of clients whose medications were prescribed off-label will have the reason(s) for this explained to them. Evidence of contract physician. the DMH adult consumer the DMH adult consumer treatment records. the Physician/APRN Peer Review Met Not measured in FY16. Met goal. Discontinue in 64% 69% Slightly below goal. Will continue to monitor in 59% 68% Below goal. Will continue to monitor in 76% 73% Below goal. Will continue to monitor in 85.7% 94.4% Below goal. Will discontinue monitoring on FY18 PI Plan. Medical Director will follow up directly when needed. 8

10 80% of treatment plans will be completed within three visits and annually. scores for individuals in medication services will be 90% or higher. Review of audit forms. 90% 78% Exceeded goal. Will continue to monitor in FY18 and will increase to 85%. 93% 96% Exceeded goal. Will continue to monitor the DMH adult consumer in Outpatient Therapy Services s Report FY17 Objective Tool FY 2017 Improve access to therapy services by Evidence of contract Met. adding a therapist in the Platte City area. therapist in Platte City area. 95% of clients in the DBT program will report their therapist was available for coaching calls. 90% of clients in traditional outpatient therapy will report that they are better at handling daily life. 90% of clients in traditional outpatient therapy will report that their therapist taught them skills to be able to manage and cope with their problems. 90% of clients participating in DBT will report that DBT has helped them to be more effective in their interactions with others. 90% of clients participating in DBT will report that they are better able to cope with their problems. 90% of clients participating in DBT will report that they are emotionally regulated. 90% of clients participating in Outpatient Therapy will report as a result of therapy the DBT satisfaction the outpatient satisfaction the outpatient satisfaction the DBT satisfaction DBT satisfaction DBT satisfaction the outpatient satisfaction Not measured in FY16. Met goal. Candis Desselle is providing services at Platte County Health Department one day a week. Discontinue for FY18 to focus on other access goals. 100% 97.8% Exceeded goal. Discontinue for FY18 to focus on other access goals. 96.8% 94.7% Exceeded goal. Continue to monitor in % Exceeded goal. Continue to monitor in 100% 93.6% Exceeded goal. Continue to monitor in 100% 100% Exceeded goal. Continue to monitor in 98% 95.6% Exceeded goal. Continue to monitor in 97% 96.8% Exceeded goal. Continue to monitor in 9

11 they feel they are making progress on achieving their treatment plan goals. 95% of treatment plans for individuals in therapy will be completed by the 3 rd visit. 90% of clients in traditional outpatient therapy will report overall satisfaction with therapy. 90% of clients in traditional outpatient therapy will report that they feel they can trust their therapist. Percentage as determined by chart audits. outpatient therapy satisfaction outpatient therapy satisfaction 74% 71.2% Below goal. We are increasing monitors and sending reminders to the therapists when the plan is due. Continue to monitor in 100% 99% Exceeded goal. Continue to monitor in 100% Not measured in FY16 Exceeded goal. Continue to monitor and increase goal to 95% in Employment Services s Report FY17 Objective Tool FY % of individuals served will obtain Percentage of clients who 46% 43% Slightly below goal. Increase from the employment within 120 days of receipt of obtained employment within previous year. Will continue to monitor in VR authorization. 120 days. 50% of persons obtaining employment through Supported Employment will maintain their job 90 days after the end of VR funding services, resulting in successful VR closure. 55% of individuals served will maintain employment 6 months after successful discharge from employment services. 50% of new intakes for the Community Employment Programs will be scheduled to meet with an Employment Specialist within two weeks of VR authorization. 50% of clients accepted in Employment Services will be presented face-to-face to an employer within 30 days of VR authorization. Percentage of clients who have maintained employment 90 days after end of VR funding. Percentage of clients who are employed 6 months after discharge. Percentage of clients scheduled within two weeks of VR authorization. Percentage of clients presented to an employer face-to-face within 30 days of VR auth. 47% 42% Slightly below goal. Increase from the previous year. Will continue to monitor in 57% Not tracked in FY16 Met goal. Continue to monitor in 47% 25% Slightly below goal but a big improvement from the previous year. Continue to monitor in Increase goal to 60% as ES are now doing their assessments. 44% 22% Below goal but a big improvement from the previous year. Continue to monitor during 10

12 75% of the time an Employment Specialist will see a client within 3 days of a client s first day on a job. 50% of clients will have an initial benefits meeting within 30 days of receipt of Benefits Query from Social Security. 60% of clients will meet with a benefits planner within 30 days of obtaining employment. 90% of clients will report overall satisfaction with Employment Services. As tracked through progress notes. Percentage of clients who had initial benefits meeting as tracked by ES Supervisor. Percentage of clients who had meeting with benefits planner as tracked by ES Supervisor. the Employment Survey. 63% 43% Below goal. The program will continue to focus on this goal but will not measure for PI Plan 11% 45% Below goal. Will discontinue this goal as clients did not show much interest in meeting with ES to discuss benefits query. 43% 44% Below goal. Will continue to monitor this goal in 100% 100% Exceeded goal. Continue to monitor during Prevention and Wellness s Report FY17 Objective Tool FY 2017 During FY17, two or more environmental Number of policies or 3 passed 3 Met goal. Continue to monitor during policies will be passed locally to serve to ordinances passed in Ray, reduce underage access and/or underage Clay, or Platte counties use of ATOD. Best use limited staff time and resources by working with media buyer, graphic designer, and digital technology company to foster online resource and information sharing. 10% increase in use of social media exposure and website usage. All websites used and facebook pages showed significant increase in users and likes in FY17. NC website had 3,212 visits, Facebook had 251 engagers, YWV website had 357 visits, Parent Up website had 457 visits. Exceeded goal. Will continue to monitor in 80% of Coalition volunteers will report that they are satisfied with TCMHS prevention services. the C-2000 volunteer 90% 100% Exceeded goal. Continue to monitor during 11

13 Secure additional space needed to accommodate expanded attendance at the Northland Youth Leadership Summit and the Northland Prevention Conference. The last two years required a cap on registration due to space limitations. Number of attendees in attendance at Northland Youth Leadership Summit and Northland Prevention Conference. Youth Summit- 330 participants from 15 schoolsrecord attendance. Northland Prevention Conference attended. Not measured in FY16. Exceeded goal. Will discontinue in FY18 to focus on new access goal. Adolescent CSTAR s Report FY17 Objective Tool FY % of clients in the Adolescent CSTAR program 25% 65.5% Below goal. Only 8 adolescents will abstain from alcohol and drug use by the discharge summary. participated for the entire year time of discharge. (5/8) and of those 5, only 25% abstained. 85% of clients and parents/caregivers of clients in Adolescent CSTAR services will report that services were offered at times that were convenient for them. 85% of parent/caregivers of clients receiving Adolescent CSTAR services will report that services were offered at times that were convenient for them. Adolescent CSTAR satisfaction Adolescent CSTAR satisfaction No parent or client surveys returned in FY17 No parent or client surveys returned in FY17 100%- clients No data for this goal. Will continue to monitor in FY18 and will distribute survey multiple times throughout the fiscal year. No parent surveys returned in FY16 No data for this goal. Will continue to monitor in FY18 and will distribute survey multiple times throughout the fiscal year. 12

14 Obtain baseline to determine how many clients and parents/caregivers would attend family group if offered. 90% of clients in the Adolescent CSTAR program will report that they feel accepted by the treatment team. 85% of clients in the Adolescent CSTAR program will report that they feel understood by the treatment team. Adolescent CSTAR satisfaction Substance Abuse satisfaction Substance Abuse satisfaction No parent or client surveys returned in FY17 No parent or client surveys returned in FY17 No parent or client surveys returned in FY17 Not measured in FY16. No data for this goal. Will continue to monitor in FY18 and will distribute survey multiple times throughout the fiscal year. 100% No data for this goal. Will continue to monitor in FY18 and will distribute survey multiple times throughout the fiscal year. 100% No data for this goal. Will continue to monitor in FY18 and will distribute survey multiple times throughout the fiscal year Adult CSTAR s Report FY17 Objective Tool FY % of clients in the CSTAR program who had 60% 69% Met goal. Will continue to 12 or more contacts will abstain from alcohol discharge summary monitor in FY18 but will remove and drug use by time of discharge. 12 or more contact requirement. Clients in the Adults CSTAR program will be above the state average for having no arrests upon discharge. ADA National s Measures report in CIMOR. Met. TC average 98.85%, State average 91.07% 97.3% (state average was 91.63%) or 5.67% better than the state average. Met goal. Will discontinue to monitor in FY18 to focus on comparing employment status to state average. 13

15 85% of clients in the Adult CSTAR program will report that they are better able to cope when things go wrong. Average wait time for assessment for the CSTAR program will be 7 days or less from initial contact. Provide an effective length of treatment and retain at least 75% of clients for a minimum of 12 contacts with the program. 90% of clients will report they were informed about family counseling/classes and were encouraged to attend. 90% of clients will report that they were informed about Medication Assisted Treatment option. 90% of clients in CSTAR programs will report that staff responds to their needs. 95% of clients in CSTAR will report that they were treated with respect and dignity. CSTAR Survey. Average wait time based on wait time surveys. Percentage of clients who had 12 or more contacts. CSTAR Survey. CSTAR satisfaction Survey. Substance Abuse satisfaction Substance Abuse satisfaction 100% 87.2% Exceeded goal. Will discontinue monitoring on FY18 PI Plan. 7.4 days 8.8 days Met goal. Continue to monitor in 75% 72% Met goal. Discontinue monitoring on FY18 PI Plan % Parvin- 86.7% Richmond- 50% 72.5% Parvin- 75% Richmond- 70% 84% Below goal. Will continue to monitor in FY18 and will provide additional education to staff. 82.9% Below goal. Will continue to monitor in FY18 and provide additional education to staff. 100% 97.8% Exceeded goal. Continue to monitor in FY18 and increase goal to 95%. 100% 100% Exceeded goal. Continue to monitor in Treatment Court s Report FY17 Objective Tool FY % of clients in the Ray, Platte & Clay Drug 82% 90% Slightly below goal. Will continue Court and Platte Co. DWI Court program will discharge summary to monitor in abstain from alcohol and drug use by time of discharge. 14

16 90% of clients will report that they know how to stay away from situations that lead them to drink or use drugs. 85% of clients receiving services through CSTAR and Drug Court will report that services were offered at times that were convenient for them. 95% of clients receiving services through Platte County DWI Court and Platte County Drug Court will report that they are able to get to their individual and group counseling appointments without any barriers. 95% of treatment plans will be completed annually, or there will be acceptable documentation of why not completed annually. 90% of clients in Drug Court and DWI Court programs will report that staff respond to their needs. 95% of clients in Drug Court and DWI Court programs will report that they were treated with respect and dignity. Substance Use Survey Substance Abuse satisfaction DWI Court Survey. Review of treatment plans in audits. Substance Abuse satisfaction Substance Abuse satisfaction 98.3% 100% Exceeded goal. Will continue to monitor in 88% 94% Exceeded goal. Continue to monitor in 90% Not measured in FY16 Below goal. Will discontinue monitoring on FY18 PI Plan. 85% 97% Below goal. Will continue to monitor in 99% 100% Exceeded goal. Will continue to monitor in 100% 100% Exceeded goal. Will continue to monitor in Healthcare Home Report FY 17 Objective Tool FY

17 80% of HCH members years of age with a diagnosis of diabetes will have a blood pressure < 140/90 mmhg documented on their annual metabolic syndrome screening and will not be flagged in the ProAct disease management report by June % of HCH members years of age with a diagnosis of diabetes will have HbA1c < 8.0% documented on their annual metabolic syndrome screening and will not be flagged in the ProAct disease management report by June % of initial screenings will be completed within 90 days of a member s initial HCH admission. the metabolic syndrome screening. the metabolic syndrome screening. Avatar report. 79% 81% Slightly below goal, however, this number is not accurate: due to participating in new pilot program, CareManager, the correct data is not being pushed over to the state system. Internal numbers show that goal was exceeded. Continue to monitor in 78.5% 82% Slightly below goal, however, this number is not accurate: due to participating in new pilot program, CareManager, the correct data is not being pushed over to the state system. Internal numbers show that goal was exceeded. Continue to monitor in 76% of initial screening completed. 63% of initial screening completed. Exceeded goal. Will continue to monitor in 85% of HCH individuals enrolled in HCH will have an annual metabolic screening completed within the previous 12 months. 90% of HCH members will report overall satisfaction with the HCH services they receive. DMH report. HCH satisfaction 89.6% 94% Exceeded goal. Number is actually higher but not accurately reflected as correct data was not sent to state system via CareManager. Continue to monitor in 100% 100% Exceeded goal. Continue to monitor in WHAT DO OUR CLIENTS HAVE TO SAY?... 16

18 The whole staff here has been excellent. I couldn t ask for a better team of people. (Healthcare Home) My community support worker has always been professional, empathetic, and helped me with all my needs and mental health issues. She has been there to assist me with facing and dealing with my fears whenever needed, providing me with resources I have needed. (Adult Case Management Services) We have someone to talk to, get advice on how to deal with the different situations that might happen every week. Someone is there to give us support. (Children s In-Home services) Since my daughter has been in therapy I have seen a large improvement with her trying to work on issues she has been having. She also looks forward to her sessions and is learning new skills to help with her emotions. (Outpatient Therapy services) DBT has been life saving. My instructor is an amazing teacher. (DBT Services) The intake clinician was very nice and made me feel comfortable and able to open up. Staff that I met were all very nice and friendly and kept me informed with the process and what to expect. (Intake/Crisis Services) I enjoy coming here. I appreciate everything they do for me. They make me feel like I belong. (Adult day program) Everyone here is helping me with my recovery and I am very thankful to all. (CSTAR program) They make me feel important. I have learned to love myself. I have learned to have fun in recovery. The counselors are caring and very helpful. (Treatment Court) We couldn t be happier with the services we receive. Our therapist is always informative, compassionate, positive, and involved. Our child is becoming increasingly more engaged and comfortable in her own skin. We adore our session time and are grateful for the opportunity to continue working with our therapist. (Outpatient Therapy services) Progress Made on Goals: 17

19 CSTAR clients reporting they are better able to cope when things go wrong. Clients participating in DBT reporting effective interactions with others. Clients receiving PSR services reporting a positive impact on their life. FY17 FY Progress Made on Goals: PSR programming consisting of wellness/recovery activities. Clients seen by Employment Specialist within 3 days of client's first day on the job. FY17 FY16 Community Support treatment plans completed within 45 days of admission & annually

20 Progress Made on Goals: Initial HCH screenings completed within 90 days of admission. New client intakes in employment programs scheduled to meet with Employment Specialist within 2 weeks of VR authorization. FY17 FY16 Clients/families referred to children's services contacted within 5 business days Progress Made on Goals: 19

21 Employee overall satisfaction. CSTAR clients reporting staff respond to their needs. FY17 FY16 Clients reporting overall satisfaction with the intake process