Performance & Quality Improvement Report 2020

Performance & Quality Improvement (PQI) Report 2020

TABLE OF CONTENTS

Who We Serve....................5

Who We Are.....................12

Our Supporters.................17

Strategic Goal 1 • Residential Services • Foster Care Services • Clinical Services • Center for Trauma Resilient Communities

Strategic Goal 2 • Training and Sanctuary • Human Resources

Strategic Goal 3 • Governance • Finance • Advancement & Communications

The PQI Report is a publication of the Office of Program Excellence. It is published as part of the Performance and Quality Improvement process. This publication is for the benefit and information of friends of Crossnore School & Children’s Home. With questions about this report, please contact Meredith Martin, Senior Director of Program Excellence, at (336) 721-7600 or mmartin@crossnore. org.

PHOTOGRAPHY: Staff and friends of Crossnore School & Children’s Home.

DESIGN: Holly Solomon FALL 2020 | VOLUME III @2020 Crossnore School & Children’s Home. All rights reserved.

ACCREDITATIONS

Avery Campus: PO Box 249 | 100 DAR Drive | Crossnore, NC 28616-0249 Winston-Salem Campus: 1001 Reynolda Road | Winston-Salem, NC 27104 Hendersonville Office: 709 5th Avenue W. | Hendersonville, NC 28739 info@crossnore.org | www.crossnore.org 2 | CROSSNORE school & children’s home | 2020

Dear Crossnore Stakeholders, Without your support and involvement, Crossnore would be unable to fulfill its mission: to grow healthy futures for children and families by providing a Christian sanctuary of hope and healing.

Over the past three years, Crossnore has built a data-driven culture and aligned its Performance and Quality Improvement work around three primary goals: • • •

To shift PQI from being a meeting to being a culture, To align PQI annual work with the agency’s current strategic plan, and To empower PQI Team Leaders to “do PQI” in their program and service areas.

This report reflects highlights of our achievements in all three of these goals. As an agency we are committed to growth and change and our work fulfilling our mission is not done. Please see an overview of our next strategic plan at the end of this document. The work of this PQI report has informed our future. We look forward to sharing more with you as we continue to serve children and families.

For more information about our PQI process, please feel free to email me at mmartin@crossnore.org.

Sincerely,

EXCELLENCE is to do a common thing in an

uncommon way.

Meredith Martin, MDiv, MSW, LCSW Senior Director of Program Excellence

- Booker T. Washington

PQI Report | 2020 | 3

Strategic Plan GOAL 1

GROW PROGRAMS that provide a healing sanctuary for children and families in their homes, schools, and communities.

Objective 1 - Grow two Sanctuary campuses with holistic services to help children and sibling groups heal by nurturing their minds, bodies, and spirits (serving 150-200 children in 3-5 years).

Objective 2 - Create a network of Sanctuary family foster homes and therapeutic foster homes in Western NC (serving children in 100 foster homes in 3-5 years).

Objective 3 - Build and maintain Sanctuary schools through existing on-campus schools, Williams Academy and Kingswood School, and through expanded school partnerships (Crossnore and Winston-Salem).

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Objective 4 - Expand the reach of traumainformed community services (Outpatient Therapeutic Services, Medical and Medication Management Services, and Day Treatment Services).

Objective 5 - Become the regional training site for Sanctuary and partner with other organizations to build trauma-informed organizations and communities.

WHO WE SERVE Total Clients Served

Data compiled by Meredith Martin, Senior Director of Program Excellence

Race

%

Black White Asian

25% 63% 1%

Undetermined Other

1%

Ethnicity Hispanic Non-Hispanic Declined to specify

% 15% 80% 5%

Gender Male Female Other

Percentage 49% 51%

Language English Spanish

Percentage 90% 10%

10%

“I am excited about how our team embodies a commitment to tracking, monitoring, and making decisions based on outcomes. We use this data to better meet the needs of the children and families we serve.�

- Sarah Norris, Ed.D., Chief Program Officer

PQI Report | 2020 | 5

RESIDENTIAL Objective 1

Data compiled by Adam Jarrell, Director of Residential Services-Avery and Jennifer Gonzalez, Director of Residential ServicesWinston-Salem

245

Total number of children who lived on our campuses in 2019.

Other 2% Higher Level 10% Aged Out 10% Foster/Pre-Adoptive 18%

Reunification 60%

82%

Siblings placed together in our campus cottages.

Our goal for successful discharge from foster care is to reunite children with their families or to place them in a foster or pre-adoptive home.

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85% 78% 111

Families who are “satisfied” or “very satisfied” with support received from Crossnore staff.

Families report they are receiving support from a faith community.

FOSTER CARE Objective 2

100 80 60 40 20

Data compiled by Sandy Sauer, Director of PostPermanency & Adoptions and Charlene Johnston, Director of Foster Care Licensing & Training

82% Sibling groups placed together in Crossnore foster homes.

0

New licensed foster families.

PQI Report | 2020 | 7

CLINICAL SERVICES Objective 4

Data compiled by Mary Anne Helm, Quality Assurance Analyst

77% 67% 86% Planned discharges.

Clients reported significant improvement in their goals.

Discharges that went to a similar or lower level of care.

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100%

Randomly selected residential children were compliant with wellchild and preventive dental visits.

100%

Clients are scheduled for psychiatric services within six weeks of referral. (industry standard)

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Objective 5 Data compiled by Marni Eisner, Director of Business Development.

3255 33

Individuals have participated in webinars offered by the Center

Organizations that are active clients

GOAL 2

BUILD AN ORGANIZATIONAL CULTURE based on our Sanctuary commitments that values our people as our greatest resource.

Objective 1 - Build a culture of excellence through full implementation of Sanctuary, state of the art staff training, and leadership development program.

Objective 2 - Develop and implement a staff recruitment, retention, and evaluation plan.

Objective 3 - Conduct a full evaluation of staff total compensation and develop, as well as implement, a plan to be highly competitive in staff compensation and benefits.

PQI Report | 2020 | 11

WHO WE ARE Staff Demographics

Data compiled by Jenny Taylor, Vice-President, Human Resources

100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0%

Executives & Directors

Asst Directors/Leads

Professional White

Black

Cleri cal Hispanic

Asian

Cottage Parents

Support Staff

Other

As a result of several staff-led discussions, Crossnore has launched the IDEA Steering Committee, standing for Inclusion, Diversity, Equity and Anti-racism. This committee, made up of employees from across the organization (including the CEO and a member of the Board), is exploring ways we should improve how we care for our children, each other, and how we engage with external entities, all toward a more inclusive and anti-racist organization and ultimately, community.

- from the Board of Trustees Anti-Racist Statement For more information about racial equity at Crossnore, please visit our website at crossnore.org.

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TRAINING

96%

Objective 1

Staff files compliant with required training for their position.

Data compiled by Kacy Carter, Assistant Director of Program Excellence

95% 94% 93% 92% 91% 90% 89% 88% 87% 86% Sati sfaction with Trainers' Preparedness Sati sfaction with Course Material

Sati sfaction with Teachi ng Methods

Report greater knowledge after training

PQI Report | 2020 | 13

HUMAN RESOURCES Objective 2

Data compiled by Abby Monclova, Director of Human Resources

90%

Staff hired in 2020 remain on the job to date.

Turnover Rate 40.00%

35.00%

2018 31.22%

2019 34.93% 2020 28.24%

30.00%

25.00%

20.00%

15.00%

10.00%

5.00%

0.00%

2018

2019

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2022

Objective 3 Data compiled by Abby Monclova, Director of Human Resources

70%

Staff paid at least at the 50th percentile of their pay band.

51%

Staff participate in Crossnore’s 401(k) plan.

$350,000

Total dollar amount of market adjustments given to staff to bring them to a competitive pay level.

PQI Report | 2020 | 15

GOAL 3

DEVELOP A SUSTAINABLE BUSINESS MODEL that strives for excellence in Governance, Facilities, and Advancement.

Objective 1 - Develop and implement a plan for board recruitment, orientation, and evaluation.

Objective 3 - Provide accurate and timely financial and program outcome data to the leadership team and board in order to make informed decisions.

Objective 2 - Improve and maintain the physical infrastructure on both campuses to support the programs and to build a physical sanctuary for children and staff.

Objective 4 - Develop and implement fundraising, communications, and marketing plans to meet the needs of a regional organization with a national reputation.

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OUR SUPPORTERS Data Compiled by Amanda Fitzgerald, Director of Development

Type of Supporter

Number

Individuals

2801

Businesses/Corporations

180

Estates

30

External Trusts

13

Foundations

89

Government Agencies

3

National Society, Daughters of the American Revolution

238

Organizations

41

Religious Groups

144

“Utilizing supporter data helps the External Relations team provide the best opportunities for donors and volunteers to get involved with our work.�

- Caroline Hart, Deputy Director & Chief External Relations Officer

PQI Report | 2020 | 17

GOVERNANCE Objective 1

Data compiled by Kathy Dellinger, Executive Assistant to the CEO

100% 75%

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Trustees completed Board orientation in their first year.

Trustees toured one Crossnore location in their first year.

Trustees gave financially in the last 12 months.

Special events have Board members in attendance.

FINANCE Objective 3

Data compiled by Jane Bumgarner, Director of Finance

March 2020 27 Claims Denied

June 2020 6 Claims Denied

December 2019 182 Claims Denied

Claim Denials for mental health services have been reduced by 96.7% in the last year.

5 days

Finance has decreased the number of days from date of service to date billed by 5 days.

Closing this gap continues to improve consistent cash ow.

PQI Report | 2020 | 19

DEVELOPMENT Objective 4

Data compiled by Amanda Fitzgerald, Director of Development

PQI Outcomes

2020 Fiscal Year-End Goal

2020 Fiscal Year-End Actual

Hope Society Members

434

442

Circle of Friends Members

96

102

New Donors (have not given in the last 3 years)

1046

1109

Repeat Donors (have given in the last 3 years)

2189

2247

Grant Funding (Operating $s)

N/A

$1,462,637

Major Gifts ($10,000+, individuals, operating $s)

N/A

49

81

79

100%

100%

Planned Gifts Board Member Giving (annual fund & capital)

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COMMUNICATIONS Objective 4

Data compiled by Holly Solomon, Director of Communications

# of Followers

Percentage Increase in the Last Year

Facebook

12,261

8.75%

Instagram

1,165

38%

Twitter

311

8.5%

LinkedIn

272

55%

Website

5,646 (users per month)

8.5%

Social Media Network

11.5%

Increase in subscribers to the Goodness Gazette, Crossnore’s monthly e-newsletter.

PQI Report | 2020 | 21

THE FUTURE Congratulations to Meredith Martin and the Crossnore Directors who led our PQI process over the last few years. It’s amazing to see the goals that were set and exceeded in that time period.

The question now is where do we go from here? Following a 10-month strategic planning process, the Board of Trustees approved a threeyear Strategic Plan for 2020 through 2023. The goal of the new plan is:

Crossnore School & Children’s Home will strengthen and expand our ability to serve North Carolina’s most vulnerable children with an array of research-based services in a financially sustainable way.

Our focus is the children in the child welfare system, including those who are at risk of entering and those who are transitioning out of the system.

To meet that goal, the following strategies will guide our work: 1. Develop strong internal operations and infrastructure to support a $20M agency with a wide array of services and locations.

2. Optimize existing programs and innovate to meet the changing needs of our clients and outside constituents.

3. Grow the Crossnore brand as the regional leader in high quality, holistic child welfare services and innovative organizational training and consulting.

Our Board, Executive Team, and Directors continue to strive for excellence in the services we provide for children and families. We appreciate your interest and support of Crossnore. For more information about our work, please visit our website at www.crossnore.org.

Blessings,

Brett A. Loftis, JD Chief Executive Officer

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Crossnore Leadership BOARD OF TRUSTEES Katheryn Northington Chair

Bick Cardwell, Jr. Vice-Chair

Marilyn Williams Secretary

Ted Laporte Treasurer

Kim Barnhardt

Cathy Fields

Carolyn Moretz

Henry Stokes

Kim Belk

Harvey Freeman

Randall Richardson

Iris Sunshine

Jonathan Blanco

B. Kelly Graves

David P. Riggins

Philip P. Vineyard

Carol B. Dabbs

Redge Hanes

Traci D. Royster

Carole Weiss

Saribeth Dozier

Charles O. Izard

Robynn Rutledge

Ray Edwards

Morgan Lake

Steve Shelton

EXECUTIVE TEAM Brett A. Loftis, JD Chief Executive Officer

Teresa Huffman Vice-President, Finance

Caroline Hart Deputy Director & Chief External Relations Officer

Meribeth Robinson Executive Director, Triad Region

Sarah Norris, Ed.D. Chief Program Officer Tanya Blackford Executive Director, Western Region Kenny Cook Vice-President, Facilities

Johannes Steffin Clinical Director Jenny Taylor Vice-President, Human Resources Kathy Dellinger Executive Assistant

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AVERY CAMPUS: PO Box 249 | 100 DAR Drive | Crossnore, NC 28616-0249 WINSTON-SALEM CAMPUS: 1001 Reynolda Road | Winston-Salem, NC 27104 HENDERSONVILLE OFFICE: 709 5th Avenue W. | Hendersonville, NC 28739 info@crossnore.org | www.crossnore.org