Skip to Content

Performance & Quality Improvement

What is Performance and Quality Improvement?

Kootenay Family Place is committed to an organization-wide Performance and Quality Improvement (PQI) program that advances efficient, effective service delivery and the achievement of strategic and program goals.

The Commission for the Accreditaiton of Rehabilitation Facilites (CARF) Performance and Quality Improvement standards encourage agencies to use data to identify areas of needed improvement and implement plans in support of achieving

performance targets, program goals, client satisfaction and positive client outcomes.


PQI provides a vital way to assess and monitor the delivery of services to ensure that they are consistent with best practice principles.  These principles are incorporated in the following statements: PQI is about assessing and improving overall performance and meeting standards that promote quality outcomes.  The process is staff driven although it includes support and input from all levels of the organization, including the Board of Directors, senior management and other stakeholders.  It is important for all Society personnel to know that the quality improvement process is distinct and separate from any supervision activities.  PQI appears as a regular agenda item on staff meetings and management meetings.

Goals of PQI:

1.     To contribute to organizational effectiveness by providing opportunities for all staff to be involved in leading and promoting positive change within the organization.
2.     To develop continuous improvement strategies in an effective feedback and reporting system that involves stakeholders, staff and participants as well as undertaking a comprehensive review of organizational functions.
3.     To contribute to organizational effectiveness by continually seeking ways to improve upon our quality client-centered services.
4.     To demonstrate organizational accountability to all stakeholders through a well designed system of measurable outcomes.
5.     To implement Best Practices in all aspects of the organization.
6.     To encourage all areas of the agency to develop short term goals and review these goals annually.  To ensure that the short term goals support the overall Long Term Strategic Plan.
7.     To review the PQI quarterly report information and make changes to policy and practice as a result.
 8.     To acknowledge processes that are proven to contribute to excellent outcomes.
 9.     To encourage, acknowledge and celebrate staff contributions to quality improvement. 

Support for PQI: 

Kootenay Family Place Executive Management and Board of Directors promotes a culture that is dedicated to monitoring and enhancing its service delivery.   The Executive Director and Board of Directors play an active role in PQI through attendance on the PQI Committee, Executive Management Team and PQI Review at the Board level.  Kootenay Family Place staff are encouraged to participate on PQI teams and participate in training events related to PQI.  Other ways that Executive Management have ensured that staff can participate in PQI are:

  • Monthly Manager’s Meetings
  • Board Retreat
  • Executive Management Meetings
  • Core Training Modules
  • Annual Program Evaluations
  • Regular Staff Meetings
  • Annual Performance Evaluations
  • Annual General Meeting
  • Strategic Planning Events
  • Wellness Committee
  • Audit Committee
  • Community Initiatives Committee
  • PQI Team

Kootenay Family Place Executive Management, Staff and Board have developed the following values:


 Our work ensures the well-being of children and families by providing services that are based upon best practices in the fields of social service, early intervention, early childhood development and early learning.


 KFP works with children and families to help them marshal strengths to improve their lives and grow in healthy ways. We take into account unique needs and promote the individual strengths of each child and family.


 Using individual Program Logic Models, KFP staff work closely with children, youth, families, and other members of the team to set measurable goals that reflect the specific strengths, needs, and challenges of each member of the family. These goals are realistic, measurable, and time-focused.  We also evaluate our programs to ensure that the services we provide are effective.


Staff at all levels of the agency—board, administrative, managerial, direct service and supervisory, are all encouraged to participate in PQI.


Stakeholders shape the PQI process. The Board of Directors and the Advisory Committees contribute through defining our mission, and through providing feedback on the results of quality improvement projects and consumer satisfaction studies.  Consumers contribute through their membership on Advisory Boards and through such activities as consumer satisfaction surveys.