quality standards in career development services a canadian snapshot and an international...
TRANSCRIPT
QUALITY STANDARDS IN CAREER DEVELOPMENT
SERVICESA Canadian Snapshot and an
International Perspective
CDSWG Report: 2010
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Outline
Background and Importance of the projectWhat is meant by Quality Standards?Involvement and ProcessThe Results: General Observations, Canadian
Innovations & Canadian ChallengesNext steps: Possible Future DirectionsImpact on Career Development
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Background and Importance
Goal of CDSWG: Enhance the quality and effectiveness of CDS.Funded a study to gather a “snapshot” of the state of practice of
Quality Service Standards in Canada and internationally.Quality Standards = Quality ServicesThe results would provide needed information on Quality
Standards, highlight promising practices, and suggest recommendations to move the Quality Standards agenda forward in Canada.
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What is meant by Quality Standards
A Quality Standard is a statement of the expected level of performance to be achieved.
Quality Standards in career and employment services may cover: The standards set for services and some way of
monitoring whether these standards are being met The qualifications/competencies of delivery staff The outcomes of services and a system for tracking and
reporting on outcomesUmbrella term: Quality Assurance (QA)
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Involvement and Process
CANADA: A cross section of career & employment services (provincial/municipal government, government-funded, community based)
Key informant interviews 7 provincial coordinators/3rd party coordinators 4 third party providers 2 community-based providers 2 community-based umbrella organizations
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Involvement and Process con’t
Sample of questions for Service Standards
Is a service charter or vision in place for the organization?Are access and /or wait times for services specified?Are clients informed about what services are available to
them?Is a requirement in place that all clients have an action plan
and identified steps to take in order to achieve their goal?Is a system for dealing with client complaints in place?Are times specified during which follow-up should occur?
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Involvement and Process con’t
INTERNATIONAL: An overview of Quality Assurance systems
EU Quality Standards Working Group
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The Results: General Observations
The Canadian key drivers pushing the QA agenda forward in Canada appear to be very similar to those cited internationally: General trend toward introduction of QA systems across
all public services Shift in philosophy underpinning service provision (user
satisfaction becoming key element in design of services) Career development field becoming more
professionalized, with stronger identity
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The Results: General Observations Con’t
Canada seems to take a hybrid approach to QA (Administrative-centred, User-centred and Practitioner-led)
Common Threads: Recognize importance of impact assessment, but
current reporting limited to narrow quantitative measures
Need for collaborative development of QA systemsEU Common Reference Tools can provide very useful
framework
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The Results: Canadian Innovations
A priority on staff development and their work and workplace satisfaction as a necessary precursor to quality service and achievement of outcomes
A clear movement towards developing more meaningful outcome indicators Tracking progress Employment equivalencies Assessing quality of work Degree of match between supply and demand
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The Results: Canadian Innovations Con’t
A weighted client input model which recognizes that achievement of successful outcome is more difficult with some clients than others
Certification of offices delivering employment servicesA shift from program centered to client centered services
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The Results: Canadian Challenges
Evidence/Outcome indicators are currently incomplete and inadequate – contract compliance and QA need to be differentiated qualitatively and quantitatively
Data gathering tools and systems and limitedThere is almost no focus on the quality of the processes
of services (What does “good” service consist of?)
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The Results: Canadian Challenges Con’t
There is secrecy about QA standardsThe use of the Canadian S & Gs as a tool for consistency
of service is growing, but still needs to expandThere is still an imbalance in emphasis in the importance
accorded to the 3 dimensions of QA – service, practitioner and outcomes.
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Next Steps: Suggested Directions
Create a mechanism whereby promising Canadian QA approaches, tools and results can be shared – possible partners include CRWG, CCCDA, ICCDPP
Commission a study to give the Canadian public a voice in assessing and influencing career & employment services
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Next Steps: Suggested Directions Con’t
Make building the evidence base for career & employment services a high priority through supporting research, on-line data gathering tools for common indicators
Promote models, approaches and research which demonstrate a holistic, balanced approach to QA (Balancing Service Delivery, Practitioner and Outcomes Standards)
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Impact on Career Development
Movement in the last years towards “proving” that CDS work. Effective QA processes are an essential part of the equation to providing that proof.
QA approaches produce evidence, which in turn may be used as the basis for policy decisions (decisions made on gathered information and structured feedback)
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Contact Information
Heather CollierDirectorPh. 780-427-3975Fax. 780-427-0354Email. [email protected]
Carol ForsterSenior Policy AnalystPh. 780-427-4741Fax. 780-427-0354Email. [email protected]
For full report and additional questions: Forum of Labour Market Ministers