2017 PQI Report

ANNUAL PERFORMANCE AND QUALITY IMPROVEMENT (PQI) REPORT

Katie Heywood, Quality Assurance Coordinator

CREATED APRIL 2018

HOPE HOUSE, INC. – PQI REPORT

SUMMARY OF KEY ACTIVITIES IN 201 7

Hope House finished a ten month self-study process on June 30, 2017. Hope House submitted over 300 self-study documents to the Council on Accreditation (COA) for review. The self-study involved reviewing and making changes to policies and practices to ensure alignment with the standards. Hope House was assigned 15 standards. Because the accreditation process involves the review of the entire organization, the standards focus on both administrative operations and service delivery practices. The site visit, August 27-29, contained both a pre- and on-site review by a team of volunteer site reviewers. Before the site visit the PQI team reviewed the self-study materials. Once onsite, the team conducted activities intended to verify and clarify the information contained in the self-study. In September 2017, Hope House achieved accreditation through the Council on Accreditation (COA). Accreditation status will remain in effect for four years, with annual report requirements.

Additionally, Hope House was able to leverage funding received through the Victims of Crime Act (VOCA) and Violence Against Women Act (VAWA) to expand personnel. With this funding, Hope House will add the following positions in 2018:

• FT Assessment Specialist

• FT Children’s Therapist

• 2 FT and 1 PT Children’s Advocates

• FT Direct Service Training Coordinator

• 2 FT Shelter Advocates

• FT Outreach Programs Manager

• FT Outreach Advocacy Manager

• FT Family Court Advocate

• 2 FT Outreach Advocates

BRIDGESPAN HOSPITAL ADVOCACY PR OGRAM

The goal of the BridgeSPAN Hospital Advocacy Program is to increase survivor safety by providing crisis intervention and advo cacy services in the medical setting, and increase awareness of domestic violence in the medical setting.

At least 95% of clients will develop a safety plan.

At least 25% of clients will complete one of the following steps: file an order of protection; enter into shelter; or press charges against their batterer.

At least 85% of clients receiving follow-up services will report they received helpful resource information from the advocate.

At least 75% of clients receiving follow-up services will report they engaged in at least one safety behavior.

(FVPSA) - At least 65% or more of domestic violence survivors will have strategies for enhancing their safety.

(FVPSA) - At least 65% or more of domestic violence survivors will have knowledge of available community resources.

(STOP) At least 65% or more of domestic violence survivors will report having received support to improve their ability to cope with the aftermath of domestic violence.

BridgeSPAN Training

At least 85% of medical personnel and students attending BridgeSPAN training sessions will increase their knowledge of domestic violence.

Referring Hospital (80)

Comments

o There was a significant increase in Rounds at area hospitals from CY16 (6 occurrences) versus CY17 (151 occurrences).

o A fulltime Advocate was hired in March 2017.

o The BridgeSPAN Advocate was out on leave beginning mid-December 2017.

o Truman Medical Center - Lakewood will begin triaging all Emergency Department clients alone to better screen for DV. This will allow the providers to ask the screening questions in private, before anyone is allowed in the room with the client. This became standard practice effective 7/1/2017.

o After increasing rounds and meeting with social work staff face-to-face during visits, there was a call out to Children’s Mercy East to meet with a client for the first time this year (November 2017).

o In 2018 the BridgeSPAN Program will no longer collect outcomes for training sessions.

The goal of the Court Advocacy program is to hold domestic violence offenders accountable and keep domestic violence survivors safe.

Outcome Statements

(FVPSA) At least 65% or more of domestic violence survivors will have strategies for enhancing their safety.

(FVPSA) At least 65% or more of domestic violence survivors will have knowledge of available community resources.

(STOP) At least 65% or more of domestic violence survivors will report having received support to improve their ability to cope with the aftermath of domestic violence.

(SSVF & VOCA) At least 80% of clients going through the court process will understand their role in the court procedure.

*Court Support Services and Advocacy Survey

Police Call-Outs CY 2017

Police Report Information - All Cities

FOP Court Cases by

Order of Protection with Staff Assistance Information

Court Support Services and Advocacy Survey

• “[Staff] was wonderful. Very comforting. Quick. Took me seriously. I couldn't have done this to save me and my son without her!”

• “I did not want to talk to her at first. I'm thankful I did. She was great.”

• “I felt like I was very well informed about all my problems.”

• “None they did a great job explaining and helping me fill out the paperwork”

• “Thank you for being here for me in my time of need.”

• “Thank You! I've felt alone and hopeless for [my child] and myself for so long!”

• “Very helpful and made me feel safer and more aware of ways to handle situations in the future.”

• “Very professional, compassionate, informative, and caring with her help “

• “Very thankful for the speed of your services and understanding.”

Comments

o The Court Program had open positions from January – July, were training new staff until the start of September.

o Blue Springs – The DV Team consisting of the DV Detective, Court Advocate, and both prosecutors, began meeting each month after a selected morning court docket to discuss changes, policies, and positive commentary regarding court. The Court Advocate is now stationed inside the Police Department. This has allowed the Advocate several opportunities to inform officers outside of the Special Victims Unit on DV and Hope House services/programs.

o Sugar Creek – an Independence Court Advocate met with Det. Wrabec in Sugar Creek and is now receiving reports. The Advocate is able to make contact with clients before court and will also be meeting with the Detective before court.

o In October 2016, Hope House was awarded additional funds through a grant from VAWA (in conjunction with the city of Grandview), allowing Hope House to hire an additional Court Advocate position for Grandview in 2017.

o Hope House was awarded a Family Court Advocate position in October through VOCA funds.

o Court Advocates started doing Ride Alongs again in October 2017.

GUARDIA N PROGRAM

The goal of the Guardian Program is that children from interrupted families will have a safe and secure environment in which to continue their relationship with their non-custodial parent without the risk, fear, or threat of harm to themselves or to their family.

New Clients

Comments

o The Guardian Program Manager position experienced turn-over in April and was filled in June.

o The Guardian Program Manager position experienced turn-over in October-December.

o Contract Supervisor positions were open February – September.

o There is a long waiting list due to the limited number of days/hours available for visits.

OUTREACH ADVOCACY PROGRAM

The goal of the Outreach Advocacy Program is that domestic violence survivors with be empowered to make positive choices about their needs and the needs of their children.

of clients will report having received support to improve their ability to cope with the aftermath of domestic violence.

Clients will make progress toward or complete goals identified during their interactions with the advocate.

Summary of Activities Provided CY 2017

Referral Source

Basic Needs

Comments

o With funding from VOCA, Hope House was able to expand the Outreach Advocacy Program by adding an Outreach Advocacy Manager and 2 FT Outreach Advocacy Advocates. Outreach Advocacy allows Hope House to offer its high level of strengths-based case management services for survivors of domestic violence who come into contact with the agency through “non- shelter” access points. These survivors are provided with on-going case management to help them move beyond the initial crisis situation that led them to reach out for assistance, helping them stabilize their lives. Outreach Advocates will also be an important part of ensuring that Hope House is integrated into the Kansas City Continuum of Care Coordinated Entry process for obtaining housing – Outreach Advocates will conduct Vulnerability Assessments with Hope House clients which are used to add clients to the community by-name housing referral list.

CHILD AND FAMILY ADV OCACY PROGRAM

The goal of the Child and Family Advocacy Program is that survivors of domestic violence will be empowered to make positive choices about the needs of their children; and children and youth exposed to domestic violence will have the opportunity to play and have fun in a safe environment.

Outcomes

At least 90% of children will feel safe.

At least 70% of children residing in shelter for at least 2 weeks will utilize the youth resource center.

At least 80% of survivors will have increased knowledge about community resources. (SSVF)

At least 50% of survivors will increase their confidence in their ability to address the needs of their children.

At least 70% of survivors will make progress toward or complete child/family-related goals identified during their stay in shelter.

Comments

o In early 2017, Hope House experienced delayed payments from VOCA. In order to remedy the immediate cash flow needs, the agency made the decision to temporarily eliminate two FT and one PT Children’s Advocate positions. The reduction in services and staff impacted the way in which Hope House delivered services to children residing in shelter. Children’s Advocacy duties and responsibilities such as case management for families were fulfilled as needed by Shelter Advocates.

HOTLINE PROGRAM

The goal of the Hotline Program is that domestic violence survivors will have immediate access to support and crisis intervention services.

Hotline by Location

*Advocates took 1,032 more hotline calls in 2017 compared to 2016.

EMERGENCY SHELTER PR OGRAM

The goal of the Emergency Shelter Program is that survivors of domestic violence and their dependents are safe.

Outcomes

At least 70% of clients will report an increased sense of safety in first 24 hours in shelter.

At least 70% of clients will report an increased sense of safety in first week in shelter.

At least 85% of clients will have basic needs met for themselves and their children in first 24 hours in shelter.

At least 85% of clients will have basic needs met for themselves and their children in first week in shelter.

At least 65% or more of domestic violence survivors will have strategies for enhancing their safety(FVPSA & United Way) (exit)

At least 65% or more of domestic violence survivors will have knowledge of available community resources. (FVPSA) (exit)

At least 65% of victims will report having received support to improve their ability to cope with the aftermath of domestic violence. (STOP) (exit)

SHELTER ADVOCACY PRO GRAM

The goal of the Shelter Advocacy Program is that survivors of domestic violence will be empowered to make positive choices about their needs and the needs of their children.

At least 50% of clients will increase their confidence in their ability to address their

At least 70% of clients will make progress toward or complete health goals identified during her stay

At least 70% of clients will receive adequate resources and referrals to meet their

needs.

At least 70% of clients will make progress toward or complete housing goals identified during their stay in shelter.

At least 50% of clients will increase their confidence in their ability to address their selfsufficiency needs and those of their children.

At least 70% of clients will receive adequate resources and referrals to meet their selfsufficiency needs.

At least 70% of clients will make progress toward or complete self-sufficiency goals identified during their stay in shelter

What would you have done if Hope House didn’t exist?

o “BE HOMELESS, I HAD NOWHERE TO GO”

o “CERTAINLY COMMITTED SUICIDE”

o “Go back to my abuser because I have nowhere else to go”

o “I have no idea, probably be living in my car”

o “Still be in my car or going from hotel to hotel until I was broke”

Have you been treated with respect and fairness by the staff?

o “I LOVE MY ADVOCATE”

o “I REALLY LIKE ALL OF THE STAFF”

o “THE MAJORITY OF STAFF MEMBERS ARE KIND, HELPFUL AND EMPATHETIC”

o “THERE IS A REALLY GOOD TEAM TO HELP WITH NEEDS OF THE CLIENTS HERE”

*Adult, Residential, No TH or PH

Adult Advocacy Goals

Goal Set Goal Complete

Comments

• In 2017, the Shelter Program saw a number of personnel changes. Many Shelter Advocates took positions within other departments at Hope House. The hiring and training process took longer than anticipated to fill the open positions.

• The Lee’s Summit Shelter had an open Shelter Manager position for most of the year.

TRANSITIONAL HOUSING PROGRAM

The goal of the Transitional Housing Program is that Survivors of domestic violence will be empowered to make positive choices about their housing needs.

Outcomes

At least 70% of clients will receive adequate resources and referrals to meet their housing needs.

At least 70% of clients will make progress toward or complete housing goals identified during their stay in the Transitional Housing Program.

At least 50% of clients will increase their confidence in their ability to address their housing needs.

Transitional Housing Program.

At least 25% of clients ages 18-61 will increase their employment income while participating in the on-site or scattered-site Transitional Housing Program.

who exit to permanent housing will remain in permanent housing for greater than six months.

of clients will increase their income (from all sources) while in permanent housing.

How was the program been helpful to you?

o "It helped me find housing and helped with rent while I got established"

o “Budgeting and more time to figure out what to do.”

o “Gave me skills to obtain housing, insurance etc”

o “[Hope House] has helped build my confidence on a powerful level “

Does your Advocate help you figure out your options and prioriries?

Does your Advocate regularly talk to you about safety?

100%

100%

Comments

• The TH Program restructured reducing from two FT Advocate to one. The program also shifted focus to increased scattered site placement.

CLINICAL SERVICES

Adult Therapy Program

The goal of the Adult Therapy Program is that domestic violence survivors will improve their overall level of social, psychological, and emotional functioning.

develop strategies for enhancing their safety including a safety plan.

ways to plan for safety)

Addictions/Supported Recovery Program

The goal of the Addiction/Supported Recovery Program is that domestic violence survivors will increase their ability to maintain sobriety and minimize their risk of relapse.

Children’s Therapy Program

The goal of the Children’s Therapy Program is that children and families will improve their overall level of functioning and their ability to be safe.

80% of children will improve their knowledge and/or ability to plan for their safety.

70% of clients will reduce their PTSD symptoms.

75% of clients will improve their overall level of social, psychological, and emotional functioning.

Family Therapy Program

The goal of the Family Therapy Program is that children and families will improve their overall level of functioning and their ability to be safe.

Adult Therapy - Activity Report CY 2017

Adult Therapy - Activity Report CY 2016

Child Therapy (<18) Activity Report CY 2017

Child Therapy (<18) Activity Report CY 2016

Support Group

At least 65% or more of domestic violence survivors will have strategies for enhancing their safety.

At least 65% or more of domestic violence survivors will have knowledge of available community resources.

Support Group Survey

I am Very Satisfied with Support Group

Support Group Has Helped Me Understanded the Dynamics of Power and Control

Comments

In early 2017, due to budgetary restrictions, Hope House made the difficult decision to reduce its Children’s Services staff from two Children’s Therapists to one and from two Children’s Advocates to none. Adult clinical services felt the impact of these reductions. With no Children’s Advocates on staff to provide children’s activities during individual and group therapy sessions, clinical services became less accessible for clients with children. Therapists saw a reduction in the number of clients participating in both individual and group therapy which impacted the program’s ability to achieve program outcomes. With fewer clients participating, therapists found it statistically harder to achieve pre-determined program outcomes. The full time Children’s Therapist began splitting their time between the two campuses and decided that in order to provide the most children with services, they would focus generally on providing group therapy sessions.

CLIENT ASSISTANCE FU ND

The goal of the Client Assistance Fund is to remove financial barriers so that survivors of domestic violence can achieve their goals for housing, health, and self-sufficiency.

General Financial Assistance

Housing-Related Financial Assistance

In 2017, Hope House approved a total of 265 financial assistance requests from 77 different clients, disbursing a total of $76,757.61 in funds directly to vendors on behalf of clients. Financial assistance funding sources included the Homelessness Trust Fund, Kansas City Cares Emergency Assistance Fund, Kansas City Medicine Cabinet, Missouri Housing Trust Fund, Synchrony Financial, VAWA Transitional Housing, Women’s Independence Scholarship Program (WISP), Women’s Foundation, School Supplies Fund, and other contributions from private donors.

HOLIDAY ASSISTANCE P ROGRAM

The goal of the Holiday Assistance Program is to ensure that Hope House outreach clients have the resources they need to provide holiday meals and gifts for themselves and their dependents.

Holiday Store Shoppers

2018 AGENCY PR IORITIES AND GOALS

The overarching goals of Hope House are to keep survivors safe, hold offenders accountable, continue programs without interruption or reduction in services, and provide services in a culturally competent and trauma-informed manner. In 2018 Hope House will prioritize the following goals:

• maintain COA accreditation status;

• sustain expansions made under VAWA and VOCA, including hiring and training all open positions; and

• expand the Guardian Program operating hours.