Florida Network of Children’s Advocacy Centers 2013 Outcome Measurement System (OMS) Report ………………………………………………………………………………………………. Overview of Findings from July to December 2013 The purpose of the Outcome Measurement System (OMS) is to help Children’s Advocacy Centers (CAC’s) evaluate their programs in order to increase the quality of services provided to children and families and to improve the collaborative efforts of the multidisciplinary team (MDT) members. OMS was first developed in Texas and the National Children’s Alliance adopted the system in 2012 to expand to other states. Over 30 states now participate and the number continues to grow every year. The Florida Network of Children’s Advocacy Centers joined the project and began collecting data in July 2013. The system also allows local centers to report on two measurable outcomes: 1. The CAC facilitates healing for the child and the caregivers. 2. The MDT approach results in more collaborative and efficient case investigations. Two caregiver surveys are utilized to measure the first outcome and one MDT survey is utilized to measure the second outcome. Caregivers are asked to complete an initial survey at the end of their first visit to the CAC and then, after a period of time receiving services from the CAC, caregivers are asked to complete a follow‐up survey to provide feedback on their experiences during that time. A total of 15 Florida centers participated in data collection from July to December 2013, submitting a total of 547 Initial Caregiver Surveys, 246 Follow‐Up Caregiver Surveys, and 186 MDT member surveys. Highlighted Results from Caregiver & MDT Surveys 94% of caregivers felt they knew what to expect in the days and weeks that followed their first visit, as a result of their contact with the center. 99% of MDT members believed the clients served by their centers benefit from the collaborative approach of their multidisciplinary teams. Florida Network of Children’s Advocacy Centers 2013 Outcome Measurement System (OMS) Report Initial Caregiver Survey Results Total surveys collected: 547 Child Demographics Gender
Age
67% Female
13 to 17
22%
33% Male
6 to 12
44%
0 to 5
34%
Race
Native Multi‐Racial 6%
American
1%
Asian 1%
Other 1%
White
African American
57%
24%
Hispanic
12%
Page | 2 Florida Network of Children’s Advocacy Centers 2013 Outcome Measurement System (OMS) Report Initial Caregiver Survey Results The Child’s Experience ™ 96% of caregivers believed that their children felt safe at the center. ™ 93% believed their children were referred to services and/or programs that they felt would meet the children’s needs. 5% did not know how to answer, either because they did not know if referrals were made or they were not yet sure if the services would meet their children’s needs. ™ 91% believed their children’s questions were answered to their satisfaction. 8% did not know whether their children’s questions were fully answered. Interactions with Center Staff ™ 99% of caregivers felt that they were greeted and received attention in a timely manner when they arrived at the center. ™ 99% felt that the center staff made sure they understood the reason for coming to the center. ™ 99% felt that the staff and/or volunteers at the center were friendly and pleasant. Caregiver Access to Information & Services ™ 98% believed that the process for interviewing their children was clearly explained to them. ™ 98% of caregivers felt that their questions were answered to their satisfaction. ™ 96% agreed that they were given information about the various services and programs provided by the center. Preparing Caregivers for Future Possibilities ™ 93% of caregivers felt like they knew what to expect with the situation facing them and their children after their visit at the center. ™ 92% agreed that they were referred to services and/or programs that would help them support their children and meet their children’s needs in the days and weeks ahead. 5% disagreed, indicating either they had not been referred to services or they did not feel the services they were referred to would help them meet their children’s needs. ™ 84% agreed that they were given information about possible behaviors to expect from their children in the days and weeks ahead. 5% did not know how to answer and 11% disagreed, indicating they may not have been given this information. Page | 3 Florida Network of Children’s Advocacy Centers 2013 Outcome Measurement System (OMS) Report Follow‐Up Caregiver Survey Results Total surveys collected: 246 Child Demographics Age
Gender
Male
27%
Over 18
1%
13 to 17
30%
Female
73%
0 to 5
22%
6 to 12
47%
Race
White
48%
Other
2%
Multi‐Racial 3%
African American
23%
Hispanic
25%
Page | 4 Florida Network of Children’s Advocacy Centers 2013 Outcome Measurement System (OMS) Report Follow‐Up Caregiver Survey Results The Child’s Experience ™ 97% of caregivers believed that their children felt safe at the center. ™ 91% believed their children had received services that helped them since their first visit. 6% disagreed, indicating either their children had not received sufficient services or the services were not helpful. ™ 90% believed their children’s questions were answered to their satisfaction. 9% did not know whether their children’s questions were fully answered. Child Satisfaction with Services ™ 93% of caregivers believed their children were satisfied with the mental health/therapy services they received. ™ 77% of caregivers believed their children were satisfied with the medical examination. 6% believed their children were dissatisfied and 16% did not know how their children felt. ™ 76% of caregivers believed their children were satisfied with the forensic interview. 6% believed their children were dissatisfied and 17% did not know how their children felt. Overall Impression of the Center and Staff ™ 100% of caregivers felt that the staff and volunteers had been friendly and pleasant. ™ 98% agreed, if they knew anyone else who was dealing with a situation like the one their family faced, they would tell that person about the center. ™ 97% felt like the center had done everything it could to assist them and their children. Caregiver Access to Information and Services ™ 98% or caregivers believed that the services they had received from the center thus far had been helpful to them and their child. ™ 97% of caregivers said their questions had been answered to their satisfaction since their first contact with the center. ™ 90% said they had been referred to services and/or programs that helped them to deal with their children’s situations. 7% disagreed, indicating they had not received referrals or the services were not helpful. Page | 5 Florida Network of Children’s Advocacy Centers 2013 Outcome Measurement System (OMS) Report Follow‐Up Caregiver Survey Results ‐ Continued Caregiver Satisfaction with Services ™ 97% of caregivers were satisfied with the mental health/therapy services they received. ™ 86% were satisfied with the availability of information and updates on the status of their child’s case. 7% were dissatisfied and 6% did not know how to answer. ™ 83% were satisfied with the medical examinations of their children. 5% were dissatisfied and 12% did not know how to answer. ™ 83% were satisfied with the forensic interviews of their children. 6% were dissatisfied and 11% did not know how to answer. Preparing Caregivers for Challenges ™ 97% of caregivers felt they had received information that has helped them to understand how they can best keep their children safe in the future ™ 94% agreed that they knew what to expect in the days and weeks that followed their first visit, as a result of their contact with the center. Open‐Ended Responses from Caregivers At the end of each survey, participants were given space to provide additional feedback. Initial Caregiver Survey: Caregivers provided overwhelmingly positive feedback about the centers, staff members, and the overall experience. Many used this space to say a general “thank you” to the center staff and some named specific staff members who they found particularly friendly and compassionate. ¾ “The center is very professional. They have a kid friendly waiting room and staff are very knowledgeable.” ¾ “I feel as if I was truly listened to and in my journey with this case that means the world to us.” There were no negative comments, although a few caregivers said they had not yet finished their visit and/or did not have a chance to talk to their children, which is why they answered “don’t know” to some questions. This may suggest that the timing of the surveys should be adjusted to allow caregivers to speak with their children beforehand. Page | 6 Florida Network of Children’s Advocacy Centers 2013 Outcome Measurement System (OMS) Report Open‐Ended Responses from Caregivers ‐ Continued Follow‐Up Caregiver Survey: Responses from caregivers were once again tremendously positive for the most part. Many mentioned specific staff members or services that they felt were especially helpful. Others commented that they felt like the people at the center really cared about their children and many said their contact with the center had a positive influence on their children and their families as a whole. ¾ “We feel our therapist went above and beyond to help us.” ¾ “It was incredible! Everyone was wonderful. The building is beautiful, our daughter didn’t want to leave!” ¾ “Due to your services, I now feel that someone does care. THANK YOU!” Although still only a small portion of the overall responses, some caregivers did have negative feedback. Some mentioned bad experiences with staff members or having to wait too long to receive information or services. A small number were frustrated about lack of progress in the legal system and felt the abusers were not being held accountable. ¾ “I didn’t like the way I was approached after the interview. I felt very judged.” ¾ “Felt that she was not offered a lot of services to help her cope…” ¾ “The records and persistence to prosecute the sexual offender needs to become more of a priority. Too many offenders are getting away with abuse.” Page | 7 Florida Network of Children’s Advocacy Centers 2013 Outcome Measurement System (OMS) Report Multidisciplinary Team (MDT) Survey Results Total surveys collected: 186 Professional Discipline
Child Protective Services 38%
Prosecution
4%
Medical 4%
Mental Health 5%
Victim Advocate
7%
Law Enforcement
25%
Forensic Interviewer
5%
Other
11%
Time Worked with the CAC Model at the Center
7 years Less than or more
1 year
22%
30%
4 to 6 years 1 to 3 21%
years 27%
Page | 8 Florida Network of Children’s Advocacy Centers 2013 Outcome Measurement System (OMS) Report Multidisciplinary Team (MDT) Survey Results Communication ™ 100% of MDT members felt that team members willingly share information relevant to the cases. ™ 99% agreed that all members of the MDT, as defined by the needs of specific cases, are actively involved. ™ 98% believed they have the opportunity to provide input into the forensic interview process, thereby securing the level of information needed to fulfill their areas of responsibility. ™ 98% agreed that team meetings were a productive use of their time. Collaboration ™ 100% of MDT members believed that the CAC model fosters collaboration. ™ 99% felt that MDT members demonstrate respect for the perspectives and informational needs of other team members throughout the process. ™ 97% thought that other team members demonstrate a clear understanding of their specific agency‐related role and turn to them for information, expertise and direction as appropriate. Structure ™ 100% of MDT members agreed that their supervisors/agencies were supportive of the CAC concept and the work of the MDT. ™ 99% felt that the center provides an environment where they feel safe expressing their concerns or making suggestions about the functioning of the MDT. ™ 99% believed that case review team meetings are useful in development of cases. ™ 99% felt that the center provides resources that help them work on these cases better. Overall Effectiveness of the MDT ™ 99% of MDT members believed that the clients served through the centers benefit from the collaborative approach of their multidisciplinary teams. Page | 9 Florida Network of Children’s Advocacy Centers 2013 Outcome Measurement System (OMS) Report Open‐Ended Responses from MDT Members The vast majority of responses were positive, with many citing specific staff members or aspects of the centers that they found most valuable. ¾ “Our CAC is open to new suggestions and shows support and respect to all team members.” Only a handful of MDT members had experienced problems or had suggestions for improvements, which were generally very minor. ¾ “The only issue I find is that usually my cases are generally closed by the time the MDT is completed. Other than that, I think it is beneficial.” ¾ “The meeting often runs over the length of allotted time, which is difficult for the [name of team] members due to other appointments that they have.” Page | 10 Florida Network of Children’s Advocacy Centers 2013 Outcome Measurement System (OMS) Report FNCAC would like to thank the following CAC’s for participating: Child Advocacy Center, Inc. Children’s Advocacy Center Children’s Home Society ‐ Bartow Children’s Advocacy Center for Osceola County, Inc. Children’s Advocacy Center of Collier County Children’s Advocacy Center of Hernando County Children’s Advocacy Center of Volusia and Flagler Counties Gulf Coast Children’s Advocacy Center Gulf Coast Kid’s House, Inc. Kids House of Seminole, Inc. Kristi House, Inc. Marion County Children’s Advocacy Center Nancy J. Cotterman Sexual Assault Treatment Center Orange County Children’s Advocacy Center Pasco Kid’s First, Inc. Suncoast Center, Inc. Page | 11