The Performance Improvement Center Model: Differential Response As a Case Example

Service delivery programs are expected to engage in quality improvement activities, and schools of social work have often partnered with these programs to conduct such activities. A new and comprehensive approach, the Performance Improvement Center (PIC) model, is well suited for complex programs that involve large service agencies, partner service providers, and the consequent sets of administrative data. In this workshop, panelists from a PIC contracted by a state Child Protective Services (CPS) agency regarding its differential response system (DRS) will: 1) present an overview of the PIC model, 2) discuss their PIC experience with DRS as a case example, and 3) engage in a dialogue with workshop participants about PICs and lessons learned, particularly as related to the conference theme, healthy development for youth.

The Performance Improvement Center (PIC) model is a rigorous and systematic approach to quality improvement that involves collaboration, transparency, data quality monitoring, and research-based assessment of fidelity and practice. The goal is to enhance access, service quality, interventions, and outcomes. The UNC-Chapel Hill Emergency Medicine Department, the Connecticut Child Health and Development Institute (Vanderploeg & Franks, 2012), and the presenting school use this model. Schools of social work are particularly adept at delivering this model of performance improvement given their expertise in understanding complex human behavior in the social environment as well as organizational structures, and long standing history of collaborative work.

DRS is a CPS system reform that enables such systems to respond differentially to reports of child abuse and neglect. Typically, DRS has two tracks, traditional Investigation/Intake and Family Assessment Response (FAR) for families with a low-moderate safety risk. Over the past twenty years, more than two-thirds of all states implemented or initiated a differential response system (Child Welfare Information Gateway, 2014).  In the statewide DRS model used as a case example, low-moderate safety risk families are offered voluntary services delivered by community partner agencies. The goal is to help families establish concrete connections to which they can turn when in need of support.

As noted, the overall task for the PIC was to develop a rigorous quality improvement system for the statewide DRS program. With time, the PIC’s focus broadened to include both community partner agency and DCF programs and functions, to better understand the interrelated risk and protective factors. Given the magnitude and level of complexity of the work, PIC staff must be very organized and have a high level of data programming and statistical skills, and a nimbleness when unexpected and quick turnarounds are needed.

While the case example demonstrates how this particular PIC functions, PICs have much broader utility. As such, during the ninety-minute workshop, the panelists will present on the noted topics, answering questions as needed for clarification. In the latter part of the workshop, participants and panelists will reflect on the PIC model and its applicability, particularly for healthy development.