Transitional Family Services
A Culture of Quality
Transitional Family Services has always focused on quality in how we structure our
company and in how we serve our community and all stakeholders. We would like to
give you a brief overview of how we measure quality and how we value your feedback
and responses.
Who Are Our Stakeholders?:
 Consumers and Families
 Referral Sources
 Community Partners
 TFS Employees
How Do Stakeholders Participate in Giving Us Valuable Feedback?:
Transitional Family Services is committed to offering an avenue for consumers,
employees and all stakeholders to contribute feedback to the company on access,
development, and quality issues. Here are some of the ways we receive feedback:
Client Concern Form
The Client Concern Form Policy and Procedure outlines the standardized process that
TFS uses to address grievances. TFS supports the rights of consumers to receive quality
services that meet the needs of the consumer. The Concerns Form will be reviewed by the
State Director and discussed with and forwarded to the Regional Director in the region in
question. The Client will receive a written response that includes documentation of the
response in the case record in a timely manner. TFS has the responsibility to resolve
complaints and grievances to the satisfaction of the consumer, staff and management
team.
Client Satisfaction Surveys
Transitional Family Services distributes satisfaction surveys to persons served and their
families. The five standard questions that are included on each survey allow for an
objective measure regarding evaluation of the quality of work. Three response categories
(good, fair, and poor) are possible. The persons and families served are given a self
addressed stamped envelope along with the Client Evaluation Form when services are
concluded. The survey identifies gender, age and ethnicity while allowing the respondent
to remain anonymous.
Quality Calls
Consumers may receive a call from staff supervisors just to see how services are going, if
things are going well, if there are any concerns, and what we can do to make services
more effective for the consumer.
Referral Source – Client Satisfaction Survey
Transitional Family Services surveys referral sources and contracting agencies via Survey
Monkey annually. In addition, these contracting agencies may be given survey links
during marketing efforts and face to face inquiries. These informal surveys and inquiries
allow staff within a region to respond to immediate needs for expansion and/or
program/staff development.
Employee Feedback
Employee feedback is gathered through several feedback methodologies, including:
employee satisfaction surveys, annual training surveys, performance evaluations, and
employee grievance procedures.
Risk Management
Our company complies with Georgia laws on mandatory reporting and conducts risk
review as pertains to mandatory reporting issues tracked through incident reporting.
Each risk area is reviewed for trending and any problem areas are evaluated for
correction to improve future dealings.
Outcome Measurement
Transitional Family Services measures outcomes for our services. In order to obtain an
objective measure for evaluating the effectiveness of our programs, we have selected
several evaluation tools to measure selected outcome expectations.
For the in-home counseling program (which includes homestead and wrap around
referrals), began using the North Carolina Family Preservation Scale in June of 2006 to
measure overall family functioning.

North Carolina Family Assessment Scale comprises seven domains
relating to family functioning. Each of the domains includes subscales to
use to assess how a family is functioning. The results of the assessment
may be important to determining the risk of out-of-home placement or
successful reunification for the assessed family.
For the parenting program (which includes full parent aid cases as well as wrap around
cases that have you working with the family), we will also measure a two main functions:

Increase the stress management skills of the family by looking at the
change in status of the family as well as the health, welfare, and safety of
the children. We will use the Parent Stress Index (PSI) short form for this
measure. It is a short self report form that self-scores. It is published by
Psychological Assessment Resources or PAR. This is to be administered
at the initiation of services with a family and again at the closure of the
case for a comparison of scores.
Transitional Family Services
Helping Families Help Themselves
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
Measure parenting knowledge through: The Nurturing Quiz as an informal
multiple-choice inventory given pre and post intervention designed to
measure knowledge parents and teens have of appropriate parenting
practices. The Nurturing Quiz provides useful information regarding gains
in parenting knowledge the clients made.
For our Intensive Family Intervention Services and Medicaid Core Services with children
and adolescents we utilize a pre and post services rating of the CAFAS (Child and
Adolescent Functional Assessment Scale).
 The Child & Adolescent Functional Assessment Scale (CAFAS) is a
rating scale, which assesses a youth’s degree of impairment in day-today functioning due to emotional, behavioral, psychological,
psychiatric, or substance use problems. PCFAS Is used for clients 4-7
years of age.
For our Medicaid Core Cases with adults we utilize a pre and post services rating of the
LOCUS (Level of Care Utilization System)
 The LOCUS Scale is a functional rating scale of six clinical
dimensions (risk of harm, functional status, co-morbidity, recovery
environment, treatment history, and engagement) to determine an
appropriate level of care in one of six levels of care in Georgia.

Additionally, while not required as an outcome measure, you may
utilize the SASSI (Substance Abuse Subtle Screening Inventory) or
ASI to measure substance abuse or substance dependence issues.
Internal Review For Quality:
In addition to stakeholder input, we, at TFS, strive to look inward at ways we can
improve what we love to do! As part of this process we conduct, record reviews,
compliance reviews, and look at trending to address any concerns before they become
problems.
We strive for quality from the onset of services – we do this by ensuring that clinical staff
providing treatment services are appropriately credentialed and licensed in accordance
with standards of the Georgia Composite Board of Professional Counselors, Social
Workers and Marriage and Family Therapists, COA, and Medicaid standards. TFS hires
only those Clinicians that hold a master’s degree in a counseling related field and are
either fully licensed at the state level or in the process of completing this goal within
three years of their employment with TFS. We seek Clinicians with experience in
Family Therapy and Substance Abuse intervention. Family Development Specialists are
required to possess a bachelor’s degree except in those areas where qualified personnel
represent paucity in available hiring due to geographic barriers (e.g. rural).
We love what we do and value who you are, thank you for being part of our QUALITY
CIRCLE!
Transitional Family Services
Helping Families Help Themselves
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