TY - JOUR
T1 - Constructing a Quality Standards Assessment with Service Provider and Youth Perspectives
AU - Hatch, Elizabeth
AU - Brown, Kendelle
AU - Hollis, Robin B.
AU - Barnett, Sharlet
AU - Seydel, Kristopher
AU - Ferguson, Kristin M.
N1 - Funding Information:
This work was supported by the Arizona Community Foundation [108890940]; Aspen Institute [1062006-2B]; Silicon Valley Community Foundation [2017-176312 (5411)].
Publisher Copyright:
© 2022 Taylor & Francis Group, LLC.
PY - 2022
Y1 - 2022
N2 - Quality standards assessments (QSA) offer human service organizations a way to measure their performance and alignment with organizational goals and objectives. Using a case-study approach, this article demonstrates how one youth-serving coalition, aiming to provide comprehensive wrap around services, developed QSA surveys to operationalize coalition objectives and track their progress. From 2015 to 2016, this coalition created QSA surveys focusing on both provider- and youth-reported quality, each providing its own unique angle for the assessment. Factor analysis was used to identify two underlying dimensions of youth perceptions of quality, encompassing both interpersonal interactions and benefits of the services received. Correlation analyses uncovered associations between center designation and both provider- and youth-reported quality. Overall, the findings offer scholar-researchers and practitioners of human service organizations as well as youth-serving networks more broadly guides and tools for measuring service quality.
AB - Quality standards assessments (QSA) offer human service organizations a way to measure their performance and alignment with organizational goals and objectives. Using a case-study approach, this article demonstrates how one youth-serving coalition, aiming to provide comprehensive wrap around services, developed QSA surveys to operationalize coalition objectives and track their progress. From 2015 to 2016, this coalition created QSA surveys focusing on both provider- and youth-reported quality, each providing its own unique angle for the assessment. Factor analysis was used to identify two underlying dimensions of youth perceptions of quality, encompassing both interpersonal interactions and benefits of the services received. Correlation analyses uncovered associations between center designation and both provider- and youth-reported quality. Overall, the findings offer scholar-researchers and practitioners of human service organizations as well as youth-serving networks more broadly guides and tools for measuring service quality.
KW - Management
KW - case study
KW - interorganizational collaboration
KW - leadership and organizational change
KW - opportunity youth
KW - service quality
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U2 - 10.1080/23303131.2022.2086954
DO - 10.1080/23303131.2022.2086954
M3 - Article
AN - SCOPUS:85132149986
SN - 2330-3131
VL - 46
SP - 309
EP - 323
JO - Human Service Organizations Management, Leadership and Governance
JF - Human Service Organizations Management, Leadership and Governance
IS - 4
ER -