	Network Administration

Introduction

Administration and Management

Service Delivery Administration Standards

Service Standards

NET 8: Outcomes Measurement

A network-wide outcomes measurement system evaluates individual progress and service delivery program effectiveness at the program level.

Interpretation: The entities purchasing services from the network can be expected to mandate certain performance measures. In many cases, these mandated measures will be the core of the performance management system. However, in addition to mandated measures, networks need to round out their performance measures with measures that address important dimensions of service not already included in the mandated measures and those that measure the network’s performance on network-specific functions. The network may wish to review national sources for possible measures, some of which may already be mandated by the network’s purchasers.

Some examples of frequently used measures can include the following:

Access to care, such as the average lengths of time between initial call and initial screening assessment and the average lengths of time between initial screening assessment and admission to treatment.

Coordination of care, such as the percentage of persons discharged from an inpatient or residential level of treatment who attend a session at their next level of care within a defined period of time (seven days or fourteen days for example) from leaving the residential or inpatient unit.

Client feedback and satisfaction, which could include a wide variety of items in addition to satisfaction with services. For example, the administration of these surveys give opportunities to gather valuable client information, such as the percentage of clients who indicate a drive time of greater than 30 minutes, the percentage of clients who say that they have access to public transportation to reach the facility if needed.

In addition to client satisfaction, the network may wish to measure the satisfaction of stakeholders, such as high volume referral agents, including judges, court workers, employee assistance agents, and others with repeated experience with network access and services.

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	PURPOSE: Network services are delivered to a defined population through an integrated network of providers with the goal of ensuring optimal access, quality of care, and consumer satisfaction.

RELATED FILES


	SERVICE One or more organization-operated programs or activities that have a common general objective and deploy the organization's material and human resources in a planned and systematic manner. An organization that publicly promotes or identifies itself in writing as offering a service, is licensed to deliver a service, assigns personnel and/or space to a service, or allocates financial resources to a service is considered to offer that service.


	QUALITY In this context, the extent to which contemporary and generally recognized standards for professional practice are met and exceeded, and desirable service outcomes achieved.


	CONSUMER The individual, family, group, or community that seeks or receives services.


	PROGRAM A system of services offered by an organization. For example, an organization providing a mental health service may offer several mental health programs to different populations, e.g., a mental health program for adolescent teens. The word "program" can be used interchangeably with the word "service" or to describe specific programs.


	PERFORMANCE A measure of how well an organizational system provides services to consumers. Performance is often based on key indicators, such as rates of service, cost per consumer, degree of satisfaction with services, and extent of consumer access to services.


	CASE A general term used to designate clients (including individuals, families, and groups) served by an organization for purposes of monitoring the provision of services. A foster care case is generally based on the placement of an individual child, although casework for the child may include services to the child's family. A child protective services case is based on an entire family household if a family assessment model is used; otherwise a case is defined as a child.


	ASSESSMENT An evaluation, which utilizes professional expertise and skills in the collection and analysis of data to understand and describe the nature of service needs of an individual, family, or group. Assessment, as in needs assessment, is also used to determine priorities of program planning and service development for the organization as a whole. See also DIAGNOSIS.


	ADMINISTRATION The personnel responsible for management functions of the organization, including fiscal management, human resources, and service delivery. Such personnel determine organizational goals, acquire and allocate resources to carry out a program, coordinate activities toward goal achievement, and monitor, evaluate, and make needed changes in processes and procedures to improve the likelihood of goal achievement. The term is synonymously used with MANAGEMENT.


	STAKEHOLDER Any person, group, or organization that has a vested interest in the services provided by the organization. Examples: clients, consumers, personnel, funding organizations, referral organizations, vendors, and governmental bodies.


	EMPLOYEE Paid member of an organization. Foster parents are not considered employees and are specifically referenced in relevant standards.


	MANAGEMENT See ADMINISTRATION


	CLIENT See service recipient.