EAzI – Empowering Arizona’s Individuals with Developmental Disabilities
Arizona Consumer-Driven Quality Improvement System Project
Arizona Department of Economic Security/Division of Developmental Disabilities
QUALITY CRITERIA AND TRAITS
DOMAIN:
1. COMMUNICATES WITH YOU
Definition - Providers listen to you, acknowledge your comments, and keep you
informed in a way that you can understand.
Criteria/Traits:
Really Listens
1. Listens to you
2. Acknowledges your comments
Services are connected
3. Helps connect/network services
4. Makes the process easier
5. Promotes a multi-agency approach
Inform you about all services available
6. Tells you about the range of potential services (traditional, community, advocacy)
7. Discusses all options with you
Explain Things Clearly
8. Uses language that is easy to understand
9. Helps solve problems; gives simple solutions to complex problems
10. Avoids using technical language (jargon)
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EAzI – Empowering Arizona’s Individuals with Developmental Disabilities
Arizona Consumer-Driven Quality Improvement System Project
Arizona Department of Economic Security/Division of Developmental Disabilities
DOMAIN:
2. RELIABLE
Definition - Providers perform the service dependably and accurately.
Criteria/Traits:
Reliable staffing for services
1. There are consistent staff (less turnover) who deliver the service
2. Adequate Staff ratio (more staff = less caseload)
3. There are enough providers who deliver the service
Dependable services
4. The person does what they say they will do
5. Providers are on time
6. Providers show up
7. Providers give adequate notice if they will be late
Accurate information
8. Providers accurately record information
You know what to expect from the provider
9. Providers are organized
10. Providers have a developed routine
DOMAIN:
3. RESPONSIVE
Definition – Providers are willing to help you; they respond promptly to your questions
and/or needs.
Criteria/Traits:
Responsive to your needs
1. Quick problem solving
2. Motivated (to help)
Committed
3. Goes the extra mile
4. Attends other meetings
5. Dedicated
6. A friend, not just working relationship
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EAzI – Empowering Arizona’s Individuals with Developmental Disabilities
Arizona Consumer-Driven Quality Improvement System Project
Arizona Department of Economic Security/Division of Developmental Disabilities
DOMAIN:
4. COMPETENT (THEY HAVE WHAT THEY NEED TO DO
THE JOB)
Definition – The provider has the skills and knowledge they need to provide the service.
Criteria/Traits:
Are open to new ideas
1. The provider has access to new knowledge
2. The provider is open to the limits of their knowledge
3. The provider is open to new ideas
Are safe
4. Services are provided in a safe/secure way
Are professional
5. The provider has a professional appearance/presentation
6. Takes their job seriously
7. Likes their job
8. Maintains a good working relationship with you
9. Is a team player
10. Has a natural support network
11. Good leader
12. Creative
13. Proactive
14. Confident
Have the knowledge/skills needed to give the services; Are willing to learn
15. Provider is well (enough) educated
16. Provider has a professional development plan
17. Provider has the necessary knowledge and skills to provide the service
18. Provider updates knowledge
Listen to you
19. Takes the time to listen to what you have to say
20. Watches closely “listens with their eyes”
Services are flexible
21. Accepts both children and adults in services
22. Has flexible rules
23. Has flexible hours of service
24. Gives priority to providing services in the preferred setting
25. Policies support family members as providers
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EAzI – Empowering Arizona’s Individuals with Developmental Disabilities
Arizona Consumer-Driven Quality Improvement System Project
Arizona Department of Economic Security/Division of Developmental Disabilities
DOMAIN: (continued)
4. COMPETENT
26. Training for staff is given at a time that is convenient to the family (does not
disrupt services)
27. Takes the time to form a relationship with the family
Culturally sensitive
28. Wants to get to know the person/family
29. Listens to the person/family
30. Open to new and/or different ideas
31. Speaks in the language of the family
32. Uses trained interpreters, as needed
33. Shows respect for the values and customs of the person/family
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11-9-05
EAzI – Empowering Arizona’s Individuals with Developmental Disabilities
Arizona Consumer-Driven Quality Improvement System Project
Arizona Department of Economic Security/Division of Developmental Disabilities
DOMAIN:
5. COURTEOUS
Definition – Providers are polite, and show you respect and consideration, and are
friendly.
Criteria/Traits:
Polite
1. Friendly
2. Helpful
Respectful
3. Respectful use of language
4. Shows respect for person/family
Compassionate
5. Empathy
6. Sensitive
7. Compassionate
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EAzI – Empowering Arizona’s Individuals with Developmental Disabilities
Arizona Consumer-Driven Quality Improvement System Project
Arizona Department of Economic Security/Division of Developmental Disabilities
DOMAIN
6. BELIEVABLE
Definition – Providers are trustworthy, have a good attitude, are believable and honest.
The service produces valued outcomes for you.
Criteria/Traits:
Are trustworthy
1. Honest
2. Accountable & monitor work
3. Seek feedback/evaluation of their work
4. You trust them to do the service well
Have a helpful attitude
5. Show positive attitude
6. Family feels connected to agency
7. Providers have high expectations for the person/family
Produce valued outcomes (for the person)
8. Evidence of progress
Show trust in person
9. Encourage person to risk/try; help them get up when they fail
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11-9-05
EAzI – Empowering Arizona’s Individuals with Developmental Disabilities
Arizona Consumer-Driven Quality Improvement System Project
Arizona Department of Economic Security/Division of Developmental Disabilities
DOMAIN
7. ADVOCATE
Definition – The provider helps you advocate for quality services.
Criteria/Traits:
Advocate for the person/family
1. Advocates for the person
2. Are loyal
3. Encourage self-advocacy
Make sure services are focused on including the person in the community
4. Includes the person in the community
5. Preference to non-institutional services
Have high expectations of the person
6. Believes in the potential of the person
7. Treats the person as an adult
8. Empowers the family and the person
Keep services focused on the needs of the person
9. Understands that people with the same disability have different needs
10. Values the uniqueness of the person
11. Focuses on the likes and dislikes of the person/family
12. Staff recognize the wants and needs of the person with a disability/family
13. Promotes autonomy of the individual
14. Considers the strengths and weaknesses of the person
15. Sees the person as more than the sum of their problems
16. Services are based on an individualized agenda
17. Providers are matched to the family’s needs, culture, age, etc.
18. Age-related services; developmentally-related services
Keep your information confidential
19. Confidential records
20. Respect for the privacy of the person
21. Confidential communication
Manage any conflicts of interest
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