A Word about Quality

While all human service organizations herald their quality of services, it is a very elusive concept to define. So many factors affect the perception and reality of quality. So many individuals and institutions have compiled their measurements of quality, and still to define it simply, cleanly, and concisely is not an easy task.

"Trust but verify."

At OVRS, we believe that by having the following elements in place within the organization, we can reasonably believe that we can give assurances to families and to both current and prospective service recipients that they are receiving what they are expecting.

1. There is an attentive Board of Directors, which sets the policies of high expectations. One of the most important is setting the standards for the agency’s employees – particularly in wage, salary, and benefits that directly impact on the satisfaction, the continuity, and the longevity of those employees.

2. The administration executes those policies in day to day practice.

3. Some of those practices include developing a management structure to support the service needs of the Individuals OVRS supports.

4. Another important practice was to long ago set up a housing structure that gave to each Individual the privacy of his or her own bedroom

5. Participation with other like-organizations on a statewide level to learn and adopt the best practices.

6. Setting a rigorous training program for all staff, including on-going training.

7. Encouraging family involvement. Routine and regular visits and interactions with staff give direction and feedback to all.

8. Closely work with the Hamilton County Board of MR/DD to address service needs.

9. Closely work with the Ohio Department of MR/DD in the area of licensing, and carrying out the law and the spirit of the law with those standards.

10. One of the very valuable features of living in neighborhoods in communities is that, generally speaking, people care about the way vulnerable individuals are treated; with the consequence that neighbors not only become friends, they become another set of eyes and ears.

For families with loved ones under the care of OVRS, or for that matter anywhere, we subscribe to President Reagan’s dictum, “trust, but verify” as the most reliable assurance for vulnerable people.