session 4 engagement, continuous improvement, and accountability clas training [add date] [add...
TRANSCRIPT
![Page 1: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/1.jpg)
Session 4Engagement, Continuous Improvement, and
Accountability
CLAS Training [ADD DATE]
[ADD PRESENTER NAME][ADD ORGANIZATION NAME]
![Page 2: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/2.jpg)
Review◦ Principal Standard: Provide effective, equitable,
understandable, and respectful quality care and services that are responsive to diverse cultural health beliefs and practices, preferred languages, health literacy and other communication needs.
Welcome
2
![Page 3: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/3.jpg)
List the steps in a quality improvement process.
Identify two ways to reduce barriers to data collection.
Explain how partnering with the community you serve can improve the effectiveness of your services.
Learning objectives
3
![Page 4: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/4.jpg)
Infuse CLAS goals, policies, and management accountability throughout the organization’s planning and operations.
Standard 9
4
![Page 5: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/5.jpg)
Executive Director
Human Resources Director
Workforce Dev. Coord.
Director of Health Programs
Program Planner
Health Educator
Outreach Specialist
Program Evaluato
r
Data Collector
Finance Director
Accountant
Payroll Specialist
Contracts Manager
Operations Director
Quality Improv.
Manager
Office Manager
Customer Service
Rep.
Admin. Asst.
![Page 6: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/6.jpg)
6
Executive Director
Human Resources Director
Workforce Dev. Coord.
Director of Health Programs
Program Planner
Health Educator
Outreach Specialist
Program Evaluato
r
Data Collector
Finance Director
Accountant
Payroll Specialist
Contracts Manager
Operations Director
Quality Improv.
Manager
Office Manager
Customer Service
Rep.
Admin. Asst.
![Page 7: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/7.jpg)
7
Executive Director
Human Resources Director
Workforce Dev. Coord.
Director of Health Programs
Program Planner
Health Educator
Outreach Specialist
Program Evaluato
r
Data Collector
Finance Director
Accountant
Payroll Specialist
Contracts Manager
Operations Director
Quality Improv.
Manager
Office Manager
Customer Service
Rep.
Admin. Asst.
![Page 8: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/8.jpg)
8
Executive Director
Human Resources Director
Workforce Dev. Coord.
Director of Health Programs
Program Planner
Health Educator
Outreach Specialist
Program Evaluato
r
Data Collector
Finance Director
Accountant
Payroll Specialist
Contracts Manager
Operations Director
Quality Improv.
Manager
Office Manager
Customer Service
Rep.
Admin. Asst.
![Page 9: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/9.jpg)
9
Executive Director
Human Resources Director
Workforce Dev. Coord.
Director of Health Programs
Program Planner
Health Educator
Outreach Specialist
Program Evaluato
r
Data Collector
Finance Director
Accountant
Payroll Specialist
Contracts Manager
Operations Director
Quality Improv.
Manager
Office Manager
Customer Service
Rep.
Admin. Asst.
![Page 10: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/10.jpg)
10
Executive Director
Human Resources Director
Workforce Dev. Coord.
Director of Health Programs
Program Planner
Health Educator
Outreach Specialist
Program Evaluato
r
Data Collector
Finance Director
Accountant
Payroll Specialist
Contracts Manager
Operations Director
Quality Improv.
Manager
Office Manager
Customer Service
Rep.
Admin. Asst.
![Page 11: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/11.jpg)
Allocate resources for CLAS implementation
Identify CLAS champions and empower them to advocate for CLAS
Review CLAS efforts and opportunities in staff retreats or meetings
Include your target population in strategic and operational planning
Implementation Strategies
11
![Page 12: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/12.jpg)
Conduct organizational assessments.
Standard 10
12
![Page 13: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/13.jpg)
13
STEP 1: Organizational
Assessment
STEP 2: Planning Phase
STEP 3: Implementation
Phase
STEP 4: Evaluation Phase
Quality improvement process
![Page 14: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/14.jpg)
Accessibility of interpreter services Effectiveness of cultural and linguistic
competency training Differences in the use of services among
diverse populations Impact of competent service provision on
health outcomes and health status and on individuals’ satisfaction
Example evaluation measures
14
![Page 15: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/15.jpg)
Provide individuals with feedback forms
Conduct focus groups to monitor progress Assess standard of care
Methods for evaluation
15
Add CLAS questions to staff reviews
Create ystem to review feedback
Identify metrics
![Page 16: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/16.jpg)
Use or adapt established organizational assessment tools
Identify opportunities for improvement Plan improvement activities and metrics
for evaluation Choose a new quality improvement project
each year
Implementation Strategies
16
![Page 17: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/17.jpg)
Collect and maintain demographic data.
Standard 11
17
![Page 18: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/18.jpg)
Come up with five reasons why its important to collect and maintain demographic data.
What key elements should be collected? How does your organization use
demographic data to guide decisions?
Small group activity
18
![Page 19: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/19.jpg)
What do you think about U.S. Department of Health and Human Services data collection standards?
What is missing? What isn’t necessary?
Small group activity
19
![Page 20: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/20.jpg)
To reduce barriers De-identify data or use codes Clarify purpose of data Specify staff that have data access Train staff on client
record confidentiality
Implementation Strategies
20
![Page 21: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/21.jpg)
To gather data Develop a script Ask early Respond to concerns Allow individual
self-report Use standards
collection instruments
Implementation Strategies
21
![Page 22: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/22.jpg)
Conduct assessments of community health assets and needs.
Standard 12
22
![Page 23: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/23.jpg)
23
![Page 24: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/24.jpg)
Community Services Assessment
24
Needs assessmen
t
Gaps analysis
Resource Inventor
y
![Page 25: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/25.jpg)
Partner on data sharing, collection, analysis with other organizations
Conduct formative research Review available demographic data Use multiple sources in the community to
collect data (e.g. faith based and manage care organizations)
Compare the trends in your data with your partner’s data
Implementation Strategies
25
![Page 26: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/26.jpg)
Partner with the community.
Standard 13
26
![Page 27: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/27.jpg)
Community Engagement
27
Higher trust and quality of services reported by community members
![Page 28: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/28.jpg)
Cultural Brokers
28
Organization or Agency
People of different
backgrounds
![Page 29: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/29.jpg)
Community Health Workers
29
![Page 30: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/30.jpg)
Stretch break. Find someone on the other side of the room:How does your program partner with the communities you serve?
30
![Page 31: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/31.jpg)
Partner with culturally diverse media Ensure coalitions, committees, and
workgroups have community representation
Convene town hall meetings and community forums
Conduct focus groups Hire community health workers and
cultural brokers Engage communities early, before
decisions are made about programs or projects
Implementation Strategies
31
![Page 32: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/32.jpg)
Create conflict and grievance resolution processes.
Standard 14
32
![Page 33: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/33.jpg)
Discrimination Race Ethnicity Sex Age Socioeconomic status Sexual orientation Gender identity Disability
The effect of unfair treatment
33
Impedes provisions of quality care and services
![Page 34: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/34.jpg)
34
Lack of conflict and complaints
Satisfaction with services
or care provided
![Page 35: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/35.jpg)
Provide training on cross-cultural communication and conflict resolution
Notify people of their right to file a complaint
Develop a clear process that is linguistically accessible
Provide options for verbal complaints to ensure people with limited literacy have a voice
Get feedback on your complaint processes
Implementation Strategies
35
![Page 36: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/36.jpg)
Communicate the organization’s progress in implementing and sustaining CLAS.
Standard 15
36
![Page 37: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/37.jpg)
Example Scenario
37
Your city has a large Somali refugee community. Since resettling in the U.S., this community has struggled to access healthcare and other social services. They avoid going to health clinics because the healthcare staff do not speak Somali. When they get a prescription, they don’t fill it because they can’t understand how to take their medication correctly. Social service organizations give them brochures about programs like free child care, but they don’t understand how to sign-up.
Both the social service and healthcare organizations often ask Somali community leaders for their help translating materials or interpreting appointments for free. However, they have not listened when the Somali leaders have told them what their community needs to have better access to services.
![Page 38: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/38.jpg)
38
The Somali community’
s experience
Community distrust
No effort to improve linguistic
accessibility
The Somali community’
s experience
Community distrust
Efforts made to improve linguistic
accessibility
The Somali community’
s experience
Efforts made to improve linguistic
accessibility
No communication
about efforts
Organizations engage and
tell community about efforts
Community trust starts to rebuild
![Page 39: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/39.jpg)
Demographic data about the community you serve
How often people use your services Your organization’s commitment to
culturally and linguistically appropriate service, including staff training
Resources you’ve allocated towards CLAS Results from assessments and evaluations The number and type of complaints and
how they’ve been resolved
What to share
39
![Page 40: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/40.jpg)
Distribute materials that demonstrate efforts
Discuss services and progress with community organizations
Create advisory boards Engage community-based workers to craft
and deliver messages Convene educational forums
Implementation Strategies
40
![Page 41: Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]](https://reader035.vdocuments.us/reader035/viewer/2022062517/56649eaa5503460f94baff02/html5/thumbnails/41.jpg)
Thank you!
41