World Class Customer Service

Why Is This Important?

Centers of Excellence strive for excellence and provide personalized, high quality care. In such centers, employees feel their work is meaningful and are invested in the health of the organization. Clients experience high quality care from their initial contact with the agency until the agency’s services are no longer needed.

Measures

V-COECust

W.13 - Agency supports equity, diversity and inclusion (EDI)

FY 2023

1.7

2.0

V-COECust

W.6 Staff are encouraged to take action when they see a problem

FY 2023

1.3

2.0

V-COECust

W.12 Agency is actively working to improve staff retention

FY 2023

2.0

V-COECust

W.5 Staff would recommend agency to a friend or family for employment

FY 2023

2.0

V-COECust

W.4 Staff feel driven to help the organization succeed

FY 2023

2.0

V-COECust

Total VCP World Class Customer Services Score

FY 2023

27.0

30.0

V-COECust

W.11 - Agency promotes employee wellness

FY 2023

2.0

V-COECust

W.1 Agency achieves satisfaction as measured by the Unified Consumer Satisfaction Survey

FY 2023

2.0

V-COECust

W.3 Agency strives to increase their response rate to the Unified Consumer Satisfaction Surveys

FY 2023

2.0

V-COECust

W.7 Staff feel supported in their job

FY 2023

1.3

2.0

V-COECust

W.8 Agency provides comprehensive and collaborative support to Shared Living Providers (SLP)

FY 2023

2.0

V-COECust

W.2 - Agency uses consumer feedback to promote and inform quality improvement

FY 2023

2.0

V-COECust

W.9 - Agency has a process for reviewing people's safety who are enrolled in agency programs

FY 2023

2.0

V-COECust

W.10 - Agency promotes staff safety

FY 2023

2.0

V-COECust

W.14 - Percentage of people who have documented demographic information on race and ethnicity

FY 2023

1.7

2.0

V-COECust

W.15 - Peer support services and programs are essential components of agency programming

FY 2023

1.3

2.0

Clear Impact Suite is an easy-to-use, web-based software platform that helps your staff collaborate with external stakeholders and community partners by utilizing the combination of data collection, performance reporting, and program planning.