Quality Matters
PA MENTOR
Quality Matters
A quarterly e-newsletter publication of the Quality Management Steering
Committee
Spring 2007
Volume 1, Number 2
In This Issue
 From the Desk of
Debra McClure...Page 1
 In the Spotlight:
WESTERN REGION
featuring “Josh’s Story”
……………………..….Page 2
 Quality Management
Program Vision by Barbara
Clark Braxton……Page 3
 Quality Kudos –
Recognizing Staff for
Outstanding Quality
Achievements..…Page 4
 Clinical Spin by David
Dan...…………..…..Page 5
 Quality Happenings Across
the State……….….Pages 6-7
 The Team Approach by
Kolleen Dudley ..Pages 7-8
 Staff Milestones .Page 9
 Education Matters: Learn
of Upcoming Educational &
Training Opportunities for
Employees …….….Page 9
Editor: Mahan Khalsa
Contributing Editors:
Barbara Clark Braxton
Kolleen Dudley
Dan Grimm
From the Desk of Debra McClure
State Director
Welcome Laura Kretschmar, PA’s 1st HR Manager!
I am pleased to announce that Laura Kretschmar has recently joined the State
Management team as PA MENTOR’s Human Resources Manager. This newly
created position will offer a more responsive and focused approach to
addressing the needs and ideas of our staff at the local level. Although many of
you may have had the opportunity to meet Laura during one of her program
site visits, I have asked her to introduce herself to all of you via the newsletter
as well. Here is what Laura has to say.
“Just five weeks ago, I joined The Mentor Network as Pennsylvania's new
HR support. This is a new position for the state of Pennsylvania and I am
thrilled to be here. In this position, I will be supporting our team in
Pennsylvania with any and all Human Resources needs. As I learn more and
grow with our company I plan to focus my efforts in the areas of employee
relations, onboarding, and recruitment. I see HR as a business partner and
although I am here to create consistent practices and ensure fairness and
equality, I also want to be involved in this great business that we operate and
to see the many lives that we touch.
Before joining this company, I researched many other organizations; however
none of these seemed to be the right fit for me until I discovered The Mentor
Network. Even during the interview process it was easy to see the passion the
employees of this company, now my co-workers, put into their jobs on a daily
basis. Even though I’ve only been on board for 1 month, it has been apparent
that this company truly makes a difference in people’s lives, something that is
very important to me. I feel fortunate to be part of such a dedicated and
talented team and I hope to play a part in our continued success.
I know this organization has a bright future with so many talented team
members. I look forward to working with each and every one of you and
am anxious to serve your HR needs in any way possible. Thanks for having
me!” - Laura Kretschmar
Laura has graciously agreed to chair the new Employee Relations Committee
and the committee has actively begun to plan how to implement its charge –
“to look at mechanisms to positively improve PA MENTOR's employee relations,
improve teamwork, enhance communication among the various levels of staff
and facilitate a work environment that supports and encourages staff
development”. The committee’s primary goal will be to assist the organization
in developing strategies geared towards improving staff satisfaction and
retention. Plans are already underway to conduct an employee satisfaction
survey and to look at Employee Recognition activities.
Please join me in welcoming Laura to PA MENTOR.
Our mission is to create a system of services that will provide individuals who have complex conditions options for living in the
community, supports for attaining independence and opportunities to grow and develop personal connections in natural settings.
1
Quality Matters
In the Spotlight  Pittsburgh/Waynesburg
“Quality is never an
accident; it is always the
result of high intention,
sincere effort, intelligent
direction and skillful
execution; it represents wise
choice of many
alternatives.” William A. Foster
Each quarter Quality Matters features a region, highlighting this region’s experiences
with the quality improvement process and special outcomes.
This Quarter we highlight the Western Region of PA MENTOR
that consists of the Pittsburgh and Waynesburg offices. Josh,
a client with PA MENTOR since 2002 is the featured Person In
The Spotlight.
The Pittsburgh Office has interviewed many current and past
clients who have expressed gratitude to PA Mentor for the
excellence and quality of our services. Below is “Josh’s
Story”, an article we are proud to submit about one of our recent clients who gratefully
acknowledges the services provided by PA Mentor. Josh is a
success story for everyone involved. - Linda Pacella
Josh’s Story
Article by Linda Pacella, Recruiter, Pittsburgh Office
Josh appears to be a typical 19-year-old guy but his life,
up to this point, has been anything but typical. Since
age 12, he has been in psychiatric wards, residential
treatment facilities, group homes and foster care. In one
foster home placement, Josh described being treated
“like a paycheck” with no connection with the family. He has been with
Children and Youth Services most of his life; he was removed from his
mother’s house when she could no longer handle his behavior and his juvenile
court fines.
When he was 15, he was referred to PA MENTOR and placed in the home of
Mary and Ron Johns. His life eventually turned around, but it took time and a
tremendous amount of patience, a quality that abounds at the Johns
household. When asked what occurred in the Johns household that was
different than all the other placements he had experienced over the years, he
stated that he finally “had a family” and that he was treated as if he was their
own child. He felt so comfortable in this family setting that he refers to Mary
and Ron as mom and dad. He says they have always been “there for him” and
allowed him to do the “normal stuff” that other kids do. He has realized that,
even though he did not always accept their advice, he knows now that it was
beneficial. He still visits them at least once a week. Josh is now on his own
and renting a house with several friends and his brother. He works for the PA
Conservation Group and is learning carpentry, masonry, and wiring. He has a
driving permit and is learning to drive.
Josh’s advice for children in foster care would include listening to foster
parents, paying attention at all agency meetings and allowing the system to
“work for you”. He stated that even though life seems unfair at times,
everything would work out eventually if you take advantage of the
opportunities that can come your way.
Josh has one suggestion for foster parents: get a pet for your foster child. He
felt that this taught him to be responsible for another life. He also learned
that if he did not take responsibility, the pet would not thrive. He still loves
animals and has several pets. Josh is willing to speak to foster children about
his experience and what he has learned.
Our mission is to create a system of services that will provide individuals who have complex conditions options for living in the
community, supports for attaining independence and opportunities to grow and develop personal connections in natural settings.
2
Quality Matters
Quality Management Program Vision
By Barbara Clark Braxton, Quality Manager, Southeastern and Northeast Regions
“We respect the individuals
we serve, their families, our
employees and Mentors as
well as the consumers with
whom we do business”--From PA MENTOR’s mission
statement
The Quality Assurance Steering Committee has developed a
vision statement for PA MENTOR’s quality management (QM)
program. The new vision statement envisions the QM
program as a means of promoting “an environment that
supports quality, excellence in services, teamwork and
proactively addresses the needs of its stakeholders”. The
stakeholders include any person or party that has a “stake” in
how services are provided within the organization.
As defined in the dictionary a vision is “an image of the future we seek to
create”. The Steering Committee’s vision serves as its guide to working with
Executive & Senior level management, program staff, Mentors, clients and
payers to create a service system that demonstrates to all stakeholders that
the organization is committed to providing the highest quality services
possible to all its clients.
In order to realize this vision the organization has begun to lay the
groundwork now.
 PA Mentor’s senior managerial staff understands that a key component
to providing quality services is having well-trained, competent staff
with the skills and knowledge needed to provide the appropriate type
and level of services that clients need. To assure that staff has the
skills and training needed this year a comprehensive training plan was
developed to enhance staff knowledge and ability to respond to their
clients. Program Managers and supervisors will work with their staff to
implement these plans.
 As described in the Clinical Director’s article PA MENTOR is in process
of implementing evidence based practices in the organization. Evidence
based practices are practices that over time research has shown have
proven results in creating desirable outcomes.
 Additional valuable resources have been added to the organizational
structure to support and enhance its infrastructure. Dan Grimm joined
the organization on February as the Billing Compliance Coordinator. As
the services that PA MENTOR provides become more varied and
complex, and the external regulatory and oversight environment
becomes more demanding, there is a need to continuously assess and
evaluate the practices that could negatively impact the organization’s
ability to remain fiscally viable. His role will be valuable in assuring
that we are in compliance with regulatory billing standards.

Laura Kretchmar has joined the organization as its first ever Human
Resources (HR) Director. This new position will allow us to be more
effective in relating to staff issues, concerns and needs. Laura has
rapidly begun to address the myriad of HR challenges facing our
organization. She has already begun to develop strategies geared
towards improving staff satisfaction and retention. In addition she will
Chair an Employee Relations Committee whose mandate is to “seek
mechanisms to positively improve MENTOR's employee relations, improve
teamwork, enhance communication among the various levels of staff and
facilitate a work environment that supports and encourages staff
development.”
Today’s vision is the future we are creating.
Our mission is to create a system of services that will provide individuals who have complex conditions options for living in the
community, supports for attaining independence and opportunities to grow and develop personal connections in natural settings.
3
Quality Matters
“Human Relationships are
the basis for growth &
change”-- From PA MENTOR’s
mission statement
Quality Kudos
Quality kudos to the professionals leading PA MENTOR
through the College of Direct Support (CDS) initiative:
◊Jason Antunes
◊Heather Dugan
◊William Cosgray
◊Suzanne Cosgray
◊James Barnes
◊Mariana Gaul
◊Ann Rankin
◊ Marie Boyd
◊ Kolleen Dudley
◊ Alia Vergel
◊ Amber Latsha
◊ Beth Polonchak
◊ Teri McDonnell
What is the College of Direct Support (CDS)?
In search of continuous improvement techniques/tools PA MENTOR has
enrolled in the College of Direct Support (CDS). The College of Direct
Support (CDS) is a national, web-based curriculum designed for
individuals who support women and men with developmental disabilities.
It was created by some of the leading experts in the field and built on
established and validated skill sets. We hope that by using the College of
Direct Support, we will begin to build a common language, which will
enhance communication and help us better support the people we serve.
Because the College of
Direct Support is webbased, we will have
the freedom to
participate at times
and in places that are
convenient for us. We
can learn at a pace
that is comfortable,
and training can be
personalized by
assigning specific
courses and lessons.
Furthermore, the
curriculum has been
customized to meet the
Office of Mental Retardation's regulations, policies, and practices based on
a review by a panel of Pennsylvania stakeholders. In order for us to start
utilizing the CDS we have identified the group of PA MENTOR employees
that will take and give feedback on the courses available through the CDS.
Our mission is to create a system of services that will provide individuals who have complex conditions options for living in the
community, supports for attaining independence and opportunities to grow and develop personal connections in natural settings.
4
Quality Matters
The Clinical Spin By David Dan, State Clinical Director
Quality Management
Steering Committee
Barbara Clark Braxton
David Dan
Kolleen Dudley
Mariana Gaul
Dan Grimm
Mahan Khalsa
Julie Lennon
Anne Marie Machion
Teri McDonnell
Deb McClure
Emily Treat
Dawn Vitello-Mangan
Last issue we talked about developing a PA MENTOR
“clinical philosophy.” I’d like to let you know about a
partnership we have been developing with Chestnut
Hill College. We have been invited to the college on April 13th for a two–
part training that their counseling psychology department has put together
for us. The first part will give us an overview of evidence-based practices
in the children’s services field, and the second part will focus on working
with children with autism. Last year’s seminar was well attended and had a
very positive response.
We have begun implementing one evidencebased practice—Trauma-focused Cognitive
Behavioral Therapy (TFCBT)—in all our programs
throughout the state. This therapy has been
shown through research to have excellent results
helping children and their caretakers address the
issues that they struggle with relating to traumas
they have suffered. The therapy consists of a
series of skill-building exercises that develop the
child’s strengths, and then takes them through a
“trauma narrative,” which is a reenactment of the trauma. With their
newly developed skills, they are able to make better sense of the trauma,
better manage their emotions in relation to it, and become less susceptible
to being “swept away” by thoughts and feelings related to the trauma.
If you’d like to join us at Chestnut Hill College on April 13, please let your
supervisor know. I’ll be looking to the program managers for a count by
Wednesday April 11th.
Our mission is to create a system of services that will provide individuals who have complex conditions options for living in the
community, supports for attaining independence and opportunities to grow and develop personal connections in natural settings.
5
Quality Matters
Happenings Across the State
Pittsburgh/Waynesburg: Safety Teams in the Pittsburgh and Waynesburg
Your Program Contacts:
Beverly Walthour, Pittsburgh
Bonnie Rosenthal, Pittston/BHV
Offices have been diligently working on having a major SAFETY blitz and promotion
for all foster homes, group homes and staff offices. As a result, May 2007, has
been declared “Safety Month”. During May, official trainings will be held in the PA
Mentor offices and safety-themed modules will be available for take-home trainings.
The training curriculum was obtained through use of the EPICENTER as well as
national safety resources. Our goal is to assure that staff and mentors in all offices
and homes are aware of and compliant with all Safety Regulations so that we may
provide the absolute best care for our clients.
--Beverly D. Walthour - Administrative Assistant
Pittston/Brodheadsville: On March 25, 2007 we had our Annual Mentor
Karen Palonis, Lehigh
Michelle Schmidbauer, BHRS
Janine Mitchell, SBBH
Melissa Kaiser,
Harrisburg/Lancaster
Mahan Khalsa, Center City
Philadelphia
Appreciation Dinner. We have the dinner to recognize our mentors and their families
for all they do for our consumers. Robyn Brown, Administrative Assistant, provided
the Welcome to start the festivities. Tony Nardella, Regional Program Manager,
spoke about March MH/MR Awareness Month. Presentations were made to
recognize Mentors who have been providing services for three years, five years and
ten years. Two of our Mentors, Barbara Coletta and Kerri Race, have opened their
homes to clients for 16 years. 177 attendees enjoyed a wonderful dinner and
especially the desert table. A DJ provided the entertainment playing favorite songs
for dancing and leading karaoke. All who attended had an excellent time.
Congratulations to the Pittston Office MR/DD Group Home program for
receiving a full license with no citations. Welcome to new staff – Danica Fosko,
Program Coordinator MR/DD services, and Desiree Goode, CS Service Coordinator.
Amy Parola has accepted the position of Clinical Coordinator Supervisor for both the
Pittston and Brodheadsville Offices -congratulations on your promotion.
- Bonnie Rosenthal
BHRS/SBBH: The theme in recent months of the BHRS division has been
growth. Recently, the BHRS division hired Stephanie Kovatich to head recruitment
efforts. With the newly developed recruitment coordinator position, PA MENTOR has
been able to participate in career fairs throughout Philadelphia and its surrounding
areas. This not only helps with recruiting employees, but it also helps in building our
relationship with the public. In addition to recruitment, PA MENTOR has solidified
plans to coordinate three therapeutic day camps this summer. PA MENTOR prides
itself in servicing clients, and, now, with three camps of varying ages and levels of
functioning, children with autistic spectrum disorders will thrive. The BHRS
division…tailored to servicing the needs of our ever-growing population.
- Michelle L. Schmidbauer, BS/BA - Case Manager
Center City Philadelphia: It’s hard to believe but we are already at the end of
our second quarter of FY ’07 and some exciting changes are in process. One of
these changes is the expansion into additional office space. As of March 1, 2007,
PA MENTOR – Center City has a new Training Room on the 5th floor, Suite 505, of
the Sheridan Building. Our MRDD Department is currently in the process of moving
downstairs into the newly renovated office space.
On another note, 2006 saw a lot of positive outcomes for the Children and
Adolescents in our Children’s programs. In 2006, Thirty-five (35)
children/adolescents were reunified with their families. Thirteen (13) obtained
Permanent Legal Custodianship (PLC) and/or were Adopted providing them with
permanency. Seven (7) were discharged to independent living situations. Mentors
can all be proud of the work they do in supporting the Children/Adolescents and
Adults in our programs and assisting them in a smooth transition to more
permanent environments.
- Mariana Gaul, M.S., M.Ed. – Regional Program Manager
Our mission is to create a system of services that will provide individuals who have complex conditions options for living in the
community, supports for attaining independence and opportunities to grow and develop personal connections in natural settings.
6
Quality Matters
Harrisburg/Lancaster: CRR Pilot Rolls Out In Central Region
In late 2006 the Central Region of PA MENTOR began training staff on Trauma
Focused CBT in preparation for starting a new trauma informed CRR Pilot. In Mid
February that pilot came to life when the first Mentors began to undergo the
specialized trainings that are at the core of the new trauma informed pilot. Initially
Mentors reported they expected to hear a lot of the “same old stuff” but they were
in for a real surprise! The Mentors received training on Cognitive Behavioral
Therapy, Trauma Informed Cognitive Behavioral Therapy and how to implement
Cognitive Behavioral Therapy in their homes. Clinical Coordinators have begun
using Trauma Focused Cognitive Behavioral Therapy throughout the Central Region
and the children are responding well. Recently we broke new ground by having the
first few clients reach the point of writing a trauma narrative, a hallmark of Trauma
Focused Cognitive Behavioral Therapy. The initial feedback from Mentors, Counties,
and clients is overwhelmingly positive. Mentors are calling to say that the
interventions they have learned are working, and children seemed pleased to finally
tell their stories. The Central Region looks forward to continuing the process of
learning about trauma and growing this new program in the coming year.
- Mindy I. Forman - Clinical Supervisor
“The goals of the QM
program are to promote
quality care for all
consumers.., provide a
mechanism for evaluating
the quality of services
rendered, and promote
compliance with all
regulatory, credentialing
and payor requirements”.
From PA. MENTOR’s Quality
Management plan goal statement
Lehigh: Graduation News from the Lehigh Valley Office
The Lehigh Valley office is proud to announce the upcoming high school graduation
of two special young adults from the Children’s CRR program. Eric, a seventeen
year-old senior, has been working for less than one year at a local restaurant and
has been doing such a great job that the company is considering him for a
management position following his graduation in June. He has excelled as an
employee and has earned the respect of his colleagues and managers, making him
a prime candidate for a management position. Eric has been successfully balancing
his schoolwork and community employment over the last several years and has
stood out amongst his peers as a committed student and highly motivated up and
coming professional. He will graduate in June and is looking forward to starting his
new career in restaurant management. Janice, a nineteen year-old senior, is
looking forward to beginning college classes at a local community college in the fall
and plans to transfer to a university after two years to pursue her goal of becoming
a teacher. Janice is actively involved in a variety of school activities to include the
school band, cross-country and track. She also holds a part time job at the local
YMCA providing childcare. She’s been doing a great job balancing school projects,
work responsibilities and community activities and seems to be well on her way to
achieving great success. We wish them both the best of luck in their future
endeavors.
- Karen M. Palonis, M.S.
- Clinical Coordinator Supervisor
The Team Approach
By Kolleen Dudley, Quality Assurance Manager, Central & Western Regions
Have you ever wondered why you are a part
of statewide groups with so many other duties
in the day-to-day operations? I like to believe
we have a TEAM approach to problem solving.
A team is a group of people who perform
interdependent tasks to work toward a
common mission. Some teams have a limited
life: for example, a design team developing a
new product, or a process improvement team
organized to solve a particular problem.
Others are ongoing, such as a department
team that meets regularly to review goals, activities and performance.
Understanding the many interrelationships that exist between organizational
units and processes, and the impact of these relationships on quality,
Our mission is to create a system of services that will provide individuals who have complex conditions options for living in the
community, supports for attaining independence and opportunities to grow and develop personal connections in natural settings.
7
Quality Matters
productivity and cost, makes the value of teams apparent.
ark B
Types of Teams
Many of today’s team concepts originated in the United States during the
1970s, through the use of quality circles or employee involvement initiatives.
But the initiatives were often seen as separate from normal work activities, not
as integrated with them.
Team designs have since evolved into a broader concept that includes many
types of teams formed for different purposes. Three primary types of teams
are typically used within the business environment:
1.Process improvement teams are project teams that focus on improving or
developing specific business processes. These teams come together to achieve
a specific goal, are guided by a well-defined project plan and have a negotiated
beginning and end.
2.Work groups, sometimes called “natural teams,” have responsibility for a
particular process (for example, a department, a product line or a stage of a
business process) and work together in a participative environment. The
degree of authority and autonomy of the team can range from relatively limited
to full self-management. The participative approach is based on the belief that
employees will be more productive if they have a higher level of responsibility
for their work.
3.Self-managed teams directly manage the day-to-day operation of their
particular process or department. They are authorized to make decisions on a
wide range of issues (for example, safety, quality, maintenance, scheduling
and personnel). Their responsibilities also include processes traditionally held
by managers, such as goal setting, allocation of assignments and conflict
resolution.
CONTACT US:
Mahan.Khalsa@thementornetwork.com
Barbara.Braxton@thementornetwork.com
Kolleen.Dudley@thementornetwork.com
Dan.Grimm@thementornetwork.com
The Value of Teams
Team processes offer the
Individuals can gain the following benefits
following benefits to the
from teams:
Enhanced problem-solving skills.
organization:
Synergistic process design or
Increased knowledge of interpersonal
problem solving.
dynamics.
Objective analysis of problems or Broader knowledge of business
opportunities.
processes.
Promotion of cross-functional
New skills for future leadership roles.
Increased quality of work life.
understanding.
Improved quality and
Feelings of satisfaction and commitment.
A sense of being part of something
productivity.
Greater innovation.
greater than what one could accomplish
Reduced operating costs.
alone.
Increased commitment to
organizational mission.
More flexible response to
change.
Increased ownership and
stewardship.
Reduced turnover and
absenteeism
Excerpted from Duke Okes and Russell T. Westcott, editors, Certified Quality Manager Handbook:
Second Edition, ASQ Quality Press, 2001, pages 37-41.
Our mission is to create a system of services that will provide individuals who have complex conditions options for living in the
community, supports for attaining independence and opportunities to grow and develop personal connections in natural settings.
8
Quality Matters
Staff Milestones – Recognizing Staff who have worked at MENTOR for at least 10 years
“Our staff are one of our
most valuable &
NAME
POSITION
LENGTH OF SERVICE
Tammy Monney
Kolleen Dudley
Emily Treat
Denise Morrisey-Mueller
Danny Sharps
Melissa Kaiser
Beth Plum
DSE
Quality Manager
Program Manager
DSE
Maintenance Supervisor
Service Coordinator
House Manager
10 + years
almost 11 years
almost 11 years
11 years
12 Years
13 years
15 years
important resources”
Education Matters
 One Child,Many Hands: A Multidisciplinary
Conference on Child Welfare - May 30 – June 1, 2007
For Information Contact: Mindy Berman, 215-573-7199
To Register online: www.SP2.UPENN.EDU/ONECHILD




6th PA MH/MR Conference, Enhancing Treatment & Support
for persons with developmental/intellectual disabilities and mental health
needs - May 16 & 17, 2007 Toftrees Resort and Conference Center, State
College, PA Sponsored by NADD
For information contact: Registrar @ 215831-4055
A new initial certified investigator course has just been added to the LMS for
Central Region. The details are as follows – April 10 – 13, 2007 at the Child
Welfare Training Center in Mechanicsburg. Registration should be available now
on LMS
Evidence-Based Practices in the Children’s Services Field and Working with
Children with Autism are two topics that will be presented on April 13, 2007 at
Chestnut Hill College, Chestnut Hill, PA 19118. Time: 1pm-5pm. Please
contact your Program Manager for additional information.
Are you aware that The Mentor Network Epicenter offers you numerous free
training opportunities? The Epicenter’s website is: http://epicenter/login.asp.
Once in the site, click on the Training link or the
Corporate Training Calendar link. You may also
want to check out the Training Resource
Library link that takes you to hundreds of
clinically oriented books/videos/DVDs that
can be used for Mentor Pre-Service/
Continuing Education as well as for Staff
training.
Our mission is to create a system of services that will provide individuals who have complex conditions options for living in the
community, supports for attaining independence and opportunities to grow and develop personal connections in natural settings.
9
Quality Matters
We are on a Quest for Quality!

Do you know someone who works at PA MENTOR who exemplifies teamwork and
encourages quality?

Are you aware of a program/service at PA MENTOR that you feel represents a
quality service?

Are you aware of any dreams that have come true as a result of the help of PA
MENTOR?
If you answered yes to any of these, or if you have an idea for a feature in an upcoming
edition of Quality Matters, contact Barbara Clark Braxton, Kolleen Dudley, or Dan
Grimm.
Our mission is to create a system of services that will provide individuals who have complex conditions options for living in the
community, supports for attaining independence and opportunities to grow and develop personal connections in natural settings.
10