2012 QUALIT

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Mission: To provide homeless individuals and families with housing, food, clothing and

support services necessary to obtain self-sufficiency and improved quality of life.

Helping People Help Themselves

QUALITY AND OUTCOME COMMITTEE

CHARTER •  To provide oversight to programs to ensure quality outcomes are being achieved  • To identify gaps and needs within existing programs and identify the need for

additional programs and services  • To educate and communicate with Board members on existing programs and

additional new programs and services needed  • To maintain the integrity of the HEP Mission and the standard of quality within

HEP…To serve as “The HEART” of the Board

2012

Members: Phil Beauchamp, ChairBruce FyfeWanda FyfeBlair HolteyMargaret HolteyErin Hinton

OUR COMMITMENT TO QUALITY

At HEP, we practice Continuous Quality Improvement because we are committed to improving

outcomes for people experiencing homelessness. We are uncompromisingly client centered

and outcome driven. Our programs and operational activities all support the delivery of

outcomes defined by our Mission and Vision, and we measure our performance based on those

outcomes. At the same time, we are committed to cost-effectiveness and, as stewards of the

public trust, we hold ourselves accountable. We have a high regard for integrity across all core

aspects of the agency—from program operations and hiring practices, to evaluation and

communications as well as our financial practices. We believe it is our ethical obligation to

make our operations and results transparent to all. Hence, the following report highlights our

accomplishments and activities in 2012. It is our promise to continue focusing on improving

processes to ensure quality in the areas of service, outcome, and cost in our work of helping

people help themselves.

Libby Stone, Vice President

While serving our local community, HEP will be

recognized as a national model of excellence and will strive to be the last

homeless shelter any individual, veteran or

family ever has to access.

VISION

CORE VALUESIntegrity

Cooperation

Accountability

Respect

Empathy

OUR CUSTOMERS

SERVICE

Volunteers

Team Members

Donors & Stakeholde

rs

Board Members

Guests & Clients

GOALS TO IMPROVE CUSTOMER SERVICE

• Produce and distribute 2011 Annual Report

• Increase # of active volunteers and improve volunteer recognition

• Increase Board of Directors knowledge on HEP services

• Ensure client safety

• Conduct quarterly program evaluations to ensure target outcomes

are achieved

• Increase capacity to serve OEF/OIF veterans

SERVICE

2012

HOW DID WE DO?

• 2011 Annual Report produced and distributed to 6,000+ stakeholders

• Increased # of active volunteers from 68 in 2011 to 85 in 2012

• Implemented Volunteer Recognition Policy

• Provided quarterly program presentations to Board of Directors

• Administered Board of Directors survey and held board retreat

• 100% incident-free campus

• Performed quarterly program evaluations

• Construction of HEP West completed ahead of schedule and under budget

• 26 OEF/OIF veterans housed at year-end

SERVICE

2012

PP

PPP

PP

PP

Goal

Outcome

100% Initial Treatment Plans completed within 3 days of intake

100%

95% Emergency Shelter Guests see case manager weekly 97%

40% Emergency Shelter Guests move to Transitional/Permanent Housing

69%

OUTCOM

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HOUSING PERFORMANCE OUTCOMES

2012

P

PP

HOUSING PERFORMANCE OUTCOMES

OUTCOM

E 2012

Goal Outcome

50% Transitional Housing Clients moved to Permanent Housing

69%

85% Permanent Housing Clients moved to other Permanent Housing

92%

60% TH/PH Clients with increased income upon exit from HEP

57%

P

P

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Treatment Plans completed

within Three Days

Emergency Shelter Guests seeing Case

Manager weekly

Emergency Shelter Clients Moving to TH/

PH

Transitional Housing Clients moving to PH

Permanent Housing Clients moving to PH

Clients with In-creased Income

at Exit

2011 0.9 0.91 0.34 0.57 0.88 0.24

2012 1 0.97 0.69 0.69 0.92 0.57

5%

15%

25%

35%

45%

55%

65%

75%

85%

95%

Total Quality Improvement

2011 vs. 2012

RETURN TO HOMELESSNESS

Goal: Less than 15% of Clients discharged from HEP will return to homelessness

Outcome:

• 13% of Clients discharged from HEP returned to homelessness

(101 of 793)

2012OUTCOM

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2011

13%

2012

13%RTH

Return to Homelessness

2011 vs. 2012

HOUSING CAPACITY AND OCCUPANCY

Bed Capacity ADC

Emergency 124 115

Transitional 161 153

Permanent 99 384

91359

Clients Enrolled Daily Adults: 310 Children: 48 Veterans: 110

Occupancy Rate: 93%

2012OUTCOM

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EH: 124 35%

TH: 129 37%

PH: 99 28%

EH: 124 32%

TH: 164 43%

PH: 99 25%

Housing Capacity by Type

2011 vs. 2012

20122011

9% INCREASE

ENCOURAGING YOUTH TO SUCCEED

Goal: 85% of students attending the Learning Center will maintain or increase their academic scores during the school year

Outcome: 88% of students maintained or increased their academic scores during the school year

Baseline:

• 57% of students on honor roll

Year End:

• 58% of students on honor roll

OUTCOM

E 2012

P

COST GOALS

• Goal: Create dashboard reporting for team members in SAGE

• Outcome: SAGE implemented in 1st quarter

• Goal: Raise $1 million for the Capital Campaign

• Outcome: 40% of goal met ($400,000 raised in 2012)

COST2012

P

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Prepared by: Libby StoneVice PresidentHomeless Emergency Project, Inc.1120 North Betty Lane, Clearwater, Florida 33755Phone: (727) 442-9041 ext 115http://www.ethep.org