When you hear “Quality Assurance and Improvement,” do you picture audits, checklists, and someone telling people what needs to be fixed? While this is true, and reviews and compliance are important, our team’s work goes further. We want to understand what is working, listen when something is not, and partner with the people we support and staff to make improvements that matter to and for the people we support.
That is the purpose of our new Quality Assurance & Improvement (QA&I) Team. We’re here to help our organization learn, improve, and deliver on its promise to people receiving support.
The QA&I Team will use quality reviews, data, and conversations with teams to spot patterns and identify opportunities for improvement. We’ll support learning and development, help the organization understand and address risks, and work with teams to prevent issues where we can rather than only responding after something goes wrong.
What does this mean for staff?
You don’t need to wait for a formal review to bring us a question or raise a concern. Your day-to-day experience matters. When a process creates a barrier, an expectation is unclear, or you see a practice that is working especially well, that insight can help us improve. Our role is to listen, learn alongside you, and help turn what we learn into useful action.
What does this mean for the person supported?
It means quality is measured not only by whether services meet requirements, but by what those services make possible in a person’s life. The QA&I Team’s work helps people have their rights respected, make meaningful choices, stay safe, and receive support that reflects what matters to them. By listening to people’s experiences and helping teams learn from what they hear, we can identify barriers, build on what works, and improve support in ways people can feel in their everyday lives.
Quality does not belong to one department. It grows when we share what we know, reflect on results, and take responsibility for making things better. We’ll know this work is making a difference when teams feel more confident, challenges are addressed earlier, and people receiving support experience better outcomes and stronger quality of life.
We are not here just to check boxes. We are here because we care about people—and because working together helps us provide the quality of support they deserve.
We are here working together with you,
Tina, Camia, Tayon, Sheryl & Ruth