ABSTRACT

Quality standards assessments (QSA) offer human service organizations a way to measure their performance and alignment with organizational goals and objectives. Using a case-study approach, this article demonstrates how one youth-serving coalition, aiming to provide comprehensive wrap around services, developed QSA surveys to operationalize coalition objectives and track their progress. From 2015 to 2016, this coalition created QSA surveys focusing on both provider- and youth-reported quality, each providing its own unique angle for the assessment. Factor analysis was used to identify two underlying dimensions of youth perceptions of quality, encompassing both interpersonal interactions and benefits of the services received. Correlation analyses uncovered associations between center designation and both provider- and youth-reported quality. Overall, the findings offer scholar-researchers and practitioners of human service organizations as well as youth-serving networks more broadly guides and tools for measuring service quality.

摘要

质量标准评估 (QSA) 为人类服务组织提供了一种衡量其绩效和与组织目标一致的方法。本文使用案例研究方法，展示了一个旨在提供全面服务的青年服务联盟如何开展 QSA 调查以实施联盟目标并跟踪其进展。从 2015 年到 2016 年，该联盟创建了 QSA 调查，重点关注提供者和青少年报告的质量，每项调查都提供了自己独特的评估角度。因素分析用于确定青年对质量感知的两个基本维度，包括人际互动和所接受服务的好处。相关性分析揭示了中心指定与提供者和青年报告质量之间的关联。