Handout 18: What Is Quality?Family (customer) focus is the guiding force of quality programs. Agencies must work with parents to plan, design, and implement innovative programs. Forming partnerships with families ensures that they can access the services and resources that match their interests and goals. A team approach is used to provide children and families with comprehensive services. Staff and parents collaborate to ensure that integrated quality services are offered. Programs work together to focus on the family and partnerships with parents, strengthen linkages with other community agencies, and achieve greater integration of program areas and coordinated service delivery. Effective leaders who use strong and inspiring management strategies are essential. The leadership of a Head Start program comes from its governing bodies and policy groups, including the board of directors and policy council, which are composed of parents and community representatives. The grantee and program administrators, directors, and managers also serve on the management team that provides leadership and direction. Empowered staff committed to providing outstanding service are an important characteristic of a quality program. To be empowered, people need to feel that they are a valuable part of a team. They must be encouraged to contribute their ideas and recognized for their achievements. A team environment that empowers staff to provide outstanding services offers them opportunities for personal growth and develops their skills and abilities. As a result, program quality is enhanced, and staff can be energetic, creative, and motivated to work as a team and participate in decision making. A focus on continuous improvement is critical so that staff can measure and improve how they do their work. Being part of a quality program means constantly looking for ways to perform better and make the day-to-day routines a little smoother for children and families. Doing only what is required is not enough. The ongoing process to improve services is essential to ensure that the other characteristics of a quality program can meet the ever-changing needs of children and their families. Strong community partnerships created through communication and collaboration with other community organizations ensure that children, parents, and families receive quality services. These partnerships can be established with other health and human service agencies, local governments, school districts, local businesses, service associations, the media, and other local institutions. |