Performance Improvement Report - 2011 - AiMHi

Prince George Association for Community LivingPerformanceImprovementReport2011

Table of ContentsSatisfactionPersons Receiving Services……………………………………………………………………………………………………………………………………………………………………………5Infant Development Program………………………………………………………………………………………………………………………………………………………………………12AiMHi’s Other Stakeholders……………………………………………………………………………………………………………………………………………………………………….15Employees…………………………………………………………………………………………………………………………………………………………………………………………………………16Satisfaction recommendations……………………………………………………………………………………………………………………………………………………………………18EffectivenessSupported Living & Community Housing Services……………………………………………………………………………………………………………………………………19Employment Services – Infinite Employment Solutions (IES)…………………………………………………………………………………………………………….22EfficiencyHome Sharing Services………………………………………………………………………………………………………………………………………………………………………………..25Children’s Residence – Respite Services…………………………………………………………………………………………………………………………………………………..28AccessChildren’s Residence – Respite Services…………………………………………………………………………………………………………………………………………………..30Exit Reports……………………………………………………………………………………………………………………………………………………………………………………………………32Accessibility2011 Recommendations and Follow Up………………………………………………………………………………………………………………………………………………………352012 Recommendations…………………………………………………………………………………………………………………………………………………………………………………422

Message from the Performance Improvement Committee:The Performance Improvement Committee is made up of AiMHi employees who meet throughout the year to developsurveys, review and resolve accessibility issues, obtain input, evaluate outcomes, and generate this report. For the pastfew years, satisfaction surveys have been available online for employees and stakeholders. Online surveys can be done atleisure and provide the option of including a comment under each question. Many people shared thoughts about theirexperience with AiMHi. You will find some of these comments interspersed throughout this report.AiMHi provides services to over 600 people with disAbilities or special needs and their families in Prince George. AiMHiplaces a high value on input from employees, persons served and their families, as well as professionals and businesses inthe community. These groups make up our stakeholders. Their input concerning the satisfaction, effectiveness,efficiency, and access of our services encourages and influences our ongoing mission.AiMHi MISSION STATEMENT“Strong communities recognize and celebrate the value of all citizens. AiMHi contributes to a strong community byproviding advocacy supports and services to people who have special needs and their families. Our culture supports peopleto have good lives at work, at home and in the community.”As people’s needs, desires and expectations change over time, AiMHi strives to keep services current and relevant. Ourcommitment to continuous improvement is stronger because of your input. Thank you to everyone who took the time to fillout a survey this year. This report is a summary of the accomplishments that have impacted and improved the servicesprovided by AiMHi during the year 2011. Inside you will see pictures of people and events that happened throughout 2011as well as comments from the surveys that YOU filled out. We appreciate the opportunity to present this information toyou.The Performance Improvement Committee: Co-chairs: Debby Hall, Penny Wilson. Committee members: Angela Aubichon,Sandra Beningfield, Bonnie Chow, Vera Donald, Curtis Good, Melissa Lawrence, Lee Miners, Judie Smith, Penny Soderena-Sutton.Working for AiMHi fulfills my need to be doing something meaningful for my community.- Employee Survey3

Persons Receiving Services (Community Living Services)SatisfactionSurvey Distribution: Surveys were distributed to people served by AiMHi. Everyone was given the opportunity tocomplete the survey. For those individuals who required assistance in completing the survey, support from familymembers, advocates or employees was provided. Overall, the response rate has improved for the persons receivingservices.Response rate: 313/536=58%Response distribution:- Community Housing & Supported Living: 100% - Children’s Life Skills Program: 31%- Community Options: 74% - Adult Life Skills Program: 49%- Infinite Employment Solutions: 46% - Family Support: 28%- Children’s Residence (Respite Services)* - Home Share: 83%*This year, parents of children supported at Children’s Residence were given the opportunity to provide feedback throughfocus groups rather than surveys. This helped us get a more personal view from the parents. Most parents were positiveabout the respite services they received.Qualitative SurveyThree qualitative survey questions were included with the satisfaction survey given to persons served instead of theseparate survey last year entitled, “It’s Your Life.” The purpose of these questions was to provide more detailedinformation on people‘s satisfaction with their lives. The survey asked respondents to provide comments and stories aboutthemselves and their goals. Creating goals is associated with improving personal independence and autonomy and we wereencouraged by the goals people have set and met. The following is a summary of responses received from the qualitativequestions.What are your top 3 goals? -Finding Employment/Having a Social Life/ Going on VacationWhen it comes to setting goals, people we support continue to follow their dreams in pursuing their needs and wants.Finding Employment was the number one goal among respondents. Having a Social Life was the second goal identifiedamong respondents including the opportunities for friendships and family relationships. Going on vacation was the5

Satisfactionthird most listed goal. Disneyland was an extremely popular destination and many identified it as the place to be. Otherresponses included, “become rich and famous, work at an automotive place, and spend Christmas in Terrace with myfamily.” One person wanted “to continue working at Sally Ann.” Another stated that “…someday I would like to workwhere animals are.” One participant summed it up nicely when he listed the following as his top three goals: “…to have agood paying job, to have a better life, to be married in a few years.”Rounding up number 4, 5, and 6 for the goals were education, health and exercise, and independence. Some respondentssaid they would like to go to college or learn a skill. Answers included the following: “I would like to attend a symphony;visit mom and dad and my sister; I want to learn how to drive; I’m going to find a job; get my art shown; learn how to makemy own food; I want to make new friends and go to a Powwow; I want to live on my own; learn some office skills; helpothers who need help; I’m going to learn how to budget money and save more better, lose weight and get healthy, have myown home.”Tell Us About It.We asked people to share their success stories with us on the surveys. We believe achieving and celebrating goals is justas important as identifying them. The following are some of the successes shared in the survey:“I bought a new couch; I am attending a program at PGNFC to improve my reading skills; My Fire Arms License is in themail; I’m getting a new job!; I have been learning how to ride the city bus. It was easy. I have reached my goal ofvolunteering at the Auxiliary Hospital. I go every Tuesday and I am not afraid of going in.; I got into my course that I’vebeen wanting to get into for a while; I have a job at 2880; I have reached some of my goals in spend too much money onthings that I don’t need. I will walk away from it and also clean things out of my house that I don’t need in it; I moved outof my parent’s house and into my own suite in my sisters’ basement. I am very independent.; I wanted to have a goodrelationship with my daughter after she left my care. I now have achieved this and it makes me happy.; Manners; my sonno longer spits on people and now says please and thank you. He no longer hits himself to get what he wants; One of mygoals have been reached which was working out for twice a week and also lost 30-31 pounds which I am very proud ofmyself. I feel amazing and still keeping it off.; Paid off all bills by working 2 jobs.”Family and friends are natural support systems which offer different opportunities for people to join in activitiestogether. When we spend time with others, we are able to socialize and develop connections that may assist us to improveor maintain a healthy quality of life. Having these natural supports in our life helps to build a sense of belonging and6

creates a natural bridge to other activities. The following are some responses on the subject of friends and family:“At summer, I went to Vancouver to visit my dad’s mom for the second last week of summer and Christmas with my sisterin-lawand all the kids in the family in Vanderhoof. It was great to spend the day with them; Family means so much to us.We spend every birthday, Thanksgiving, Easter, Christmas and New Years. Dinners and memories and the love, that’s whatfamily is all about. We go to every concert, graduation, and gathering.; At the sports bar singing Karaoke; Spending timewith my younger brother, having dinner with him and watching TV with him too.; I got to see my dad, brothers, sister,aunts and uncles.; I get to go to my mom’s cabin at 8 Mile and spend time with her there. I like my mom to cook for meand when we talk about old times, I like telling stories.; I just spent time at my sister’s for dinner and my brother andsister out of town was there, so I got to see my whole family together which was a treat; There was this one time that Ispent time with my best friend at her Birthday party. Went to the Kelly O’Bryan’s and had cake and ice cream andwatched a lot of movies and slept til 8:00 am in the morning and got a rude awakening by kids.; Start a home basedbusiness, get a comic book I’m working on published and record a solo album “rock music”.Additional CommentsThis year we provided survey respondents with an opportunity to add any additional comments they had. The following area few of these comments:“Staff tries to help me with my budgeting but sometimes I do not follow through on plans made; AiMHi and staff help meso I have full access to all of the above as I am unable to do it on my own.; Last week I did not like any of my supportworkers.; No I don’t feel important at AiMHi. It seems none of the staff trust people we support with money (etc snackshop) being in the building after hours.; If there is other friends staying in my home for two weeks or longer, would like itjust to be us only but I cannot say the word No!!!; Work at Tim Horton’s for 8 years; My Life skills worker is awesome andhelps me out with papers and taking us out to our Dr.s!!!; We are unable to reach someone after hours if were in need.;AiMHi has given me a job but the equipment broke down and I have not been contacted to continue my job.; Sometimeswhen I call in the office I can’t reach somebody sometimes; Each time I come and work with my Life Skills worker, shealways gives support, knows what we are doing like Dentist plus she is outgoing and great to be around.”SummaryIn 2011, 313 people out of 536 returned the surveys. We wanted to bring meaning to the questions involving their personalstories, so we asked them to expand on the questions and share their stories. We also asked for names so that we couldfollow up with them, if they had concerns. Thank you to everyone who shared their stories with us.AiMHi encourages growth in the people we support as well as the growth of the employees. ~ Employee Survey7

Children at AiMHi11

SatisfactionInfant Development ProgramDemographics (Persons Served)Family SurveysSurvey distribution: Surveys were distributed via mail.Response rate: 27/120= 22.5%Exit Interviews139 exited from program22 (16%) provided responses on an exit interviewTotal Persons ServedThe Infant Development Program supported 320 childrenfrom 0-3 years old100%80%60%40%20%0%Male53%Female47%Satisfaction Outcomes from FamiliesSatisfaction Indicators and Results:AiMHi is a clean, safe, friendly environment for all.~Employee SurveyDecision Making Satisfied Not Satisfied N/A1. Are you receiving information that is helpful for you and your child? 96% 4% 0%2. My consultant is sensitive to the needs and wishes of my family 100% 0% 0%3. IDP made a difference by supporting my relationship with my child 85% 5% 10%4. Parents felt that their knowledge of resources had been increased 85% 0% 15%5. Families were connected to community resources by their consultant which benefited theirchild78% 0% 22%Positive Outcomes Identified1. Felt AiMHi has helped them feel more confident in caring for their child 74% 0% 26%2. Parents learned new skills to support their child 100% 0% 0%3. Understanding of their child was increased 81% 7% 12%Overall1. Are you receiving the support/service you are looking for? 85% 0% 15%12

SatisfactionFamily Surveys and Exit Interviews show that the vast majority of families who responded were very satisfied with theservices they received. Many people responded favorably about the relationship they had built with their IDP Consultantand connections to other parents and resources. Home visits were very appreciated by these parents and they expressedpositive opinions about having the Consultant come to the child’s own environment. As one parent stated “I was veryoverwhelmed bringing a preemie home. If IDP didn’t do home visits, I don’t think [my child] would be doing as well as he isnow.”Professional Survey Results – for Infant Development ProgramSurvey Distribution: Surveys were distributed to professionals via mail.Response rate = 33/72= 46%Professionals included Speech Language Pathologists, Early Childhood Educators, Physiotherapists, Social Workers, PublicHealth Nurses, Doctors and Paediatricians, Supported Child Development, Child Care Resource and Referral, LactationConsultant, Aboriginal Supported Child Development, Administrator, Aboriginal Infant Development Outreach Consultant,Occupational Therapist, Project Administrator/Analyst, Community Coordinator.Satisfaction Outcomes from ProfessionalsObjective: To Increase Satisfaction with ServicesMeasure Applied To Time of Measurement Data Source Obtained By Target# of people whoresponded positively tosatisfaction indicatorsStakeholders –Professionals in theCommunityDecember 2011 Satisfaction Surveys Infant DevelopmentConsultants95%Satisfaction Indicators and Results:Awareness of the Infant Development Program1. Aware of the Infant Development Program 81%2. Somewhat aware of the Infant Development Program 19%Referrals3. Made referrals in the last year 52%4. Did not make referrals in the last year 48%13

Note: Those who did not make referrals are most often those who are not in a position to refer to the Infant DevelopmentPrograms such as; a Manager from another agency, a Mental Health Counselor and a Social Worker from the hospital who does notusually make direct referrals to the Infant Development Program as they come through another route.Responses to referrals1. Received a prompt response to the referral 64%2. Not applicable/not sure 36%Working relationship with the Infant Development Program1. Are you aware of the services of the AiMHi Infant Development Program? 82%2. Do you feel you have good communication with the AiMHi IDP Consultants? 82%The relationships that develop between community members and the Infant Development Program vary greatly accordingto the nature of the working relationship. Surveys are sent to a variety of Service Providers and Agencies regardless ofwhether or not they are actively involved with the program such as Physicians and Health Clinics. Thus, there is notnecessarily a ‘working relationship’ with every program or person surveyed. Overall, responses were positive. Somerespondents left questions blank when responding to requests for information and on Consultant’s knowledge, or indicatedthat they either ‘didn’t know’ or that the question ‘did not apply’ to them. This year 39% of respondents chose the ‘notapplicable’ answer.IDP Recommendations for 20121. The Infant Development Team will review and update the medical information and risk assessment formsfrom the family welcome package. They will review and update the employee self evaluation to be morereflective.2. The Infant Development Team will review some material on Reflective Practice and incorporate it into theareas of their work where it’s a good fit.3. All Infant Development Team members completed the four day training for Itsy Bitsy Yoga in 2011. In 2012,consultants will complete the practicum part of the training to complete the certification. The IDP team willintroduce the program to the community by providing sessions for infants and sessions for tots.14

AiMHi’s Other StakeholdersSatisfactionThis year, input was gathered from Stakeholders through surveys and Community Forums. Community Stakeholders weresent a link via email to complete a survey online.Response Rate: 11/39= 28%AiMHi’s Stakeholders include Community Professionals, Licensing, Health Care Providers and Contractors, and our primaryfunders, Community Living BC (CLBC) and the Ministry of Child and Family Development (MCFD).Satisfaction Outcomes from Other StakeholdersObjective: To Increase Satisfaction with ServicesMeasure Applied To Time of Measurement Data Source Obtained By Target# of people whoresponded positively tosatisfaction indicatorsStakeholders November 2011 Satisfaction Surveys PerformanceImprovementCommittee95%Performance Indicators and Results:Community Satisfaction1. Are you aware that AiMHi supports children who have special needs, adultswho have Developmental Disabilities and their families?2. Feel that AiMHi advocates for employment within the community for peoplewith developmental disabilitiesVerySatisfied Satisfied UnsatisfiedVeryUnsatisfiedDon’tKnow60% 40% 0% 0% 0%72.7% 27.3% 0% 0% 0%3. Able to contact someone at AiMHi both during and after business hours Yes–63.6% No – 9.1% I don’t know – 27.3%Business Improvement1. Are satisfied with how information is shared between AiMHi and their36.4% 54.5% 9.1% 0% 0%organization2. Feel AiMHi works cooperatively with you/your organization 81.8% 9.1% 9.1% 0% 0%3. You are satisfied with policies regarding confidentiality 36.4% 45.5% 0% 0% 18.2%Advocacy1. Are you aware that the City of Prince George has an Accessibility AdvisoryCommittee to assist the community at large?Yes- 72.7%No-27.3%15

Employees16

EmployeesSatisfactionThe surveys for employees at AiMHi continued to be available on ShareVision. Email links were sent to all programs tomake it easier to complete the survey, but our response rate decreased from the previous year. We will continue to reviewthe survey process in order to facilitate gathering information from employees in order to increase our response rate.Response Rate: 44/422= 10%Satisfaction Outcomes from EmployeesObjective: To Increase Employee Satisfaction.Measure Applied To Time of Measurement Data Source Obtained By Target# of people whoresponded positively tosatisfaction indicatorsPerformance Indicators and Results:Employees December 2011 Satisfaction SurveysI have been impressed with how consistent the agency is as it keeps moving forward.– Employee SurveyPerformanceImprovementCommitteeTeamwork and CommunicationStronglyAgreeAgree Disagree StronglyDisagree1. You contribute to a team environment that is supportive to everyone 61% 34% 2% 2%2. Sharevision has contributed to better communication within the Agency. 30% 59% 11% 0%90%Job Satisfaction1. Employees believe they receive adequate program orientations 25% 66% 4% 0%2. Employees are happy with response times to general inquiries 27% 64% 4% 0%Satisfaction Barriers/Influencing Factors Satisfaction results either exceed the target or are very close when both positive outcome results (strongly agreeand agree) are added together. Employees feel it would be beneficial if they had more opportunities to expand their skills and take part in trainingon a variety of topics. Employees felt communication between employees and management could be improved; they would like to be includedin discussions and decisions across the agency.17

Satisfaction Recommendations and Follow Up for the Agency – 2011Satisfaction1. The Agency will look at changing email servers so that emails sent and received are more user friendly andcompatible with other systems already in use, such as Outlook. Follow Up: In April 2011, AiMHi switched emailservers to the TELUS Managed Exchange System. This system is more compatible with other systems (primarilyOutlook) and has been working well for the agency.2. The Agency will conduct quarterly audits of the invoices and billings for additional funding that are submitted toCommunity Living British Columbia and to the Ministry of Children and Family Development. Follow Up: The FinanceDepartment conducted these audits and felt they were very useful. They will continue to conducts quarterly auditson an ongoing basis.3. Day charts currently being used on ShareVision will be evaluated by a committee of Managers who will recommendchanges to upgrade their current functionality for all departments. Follow up: A small group of managersredesigned the day charts to be more specific for each department. Design and trials were completed; new daycharts are scheduled to start Jan 1-3 rd 2012.4. Parking at the Main Office will be reviewed in the areas of general parking, wheelchair, and secure parking forvehicles owned by AiMHi. Follow Up: A design has been completed by an engineer for a secure parking area withplans to have this built in 2012. There is also a plan to address the shortage in parking spaces around the building.Satisfaction Recommendations for the Agency – 20121. A full scale upgrade of AiMHi’s main office computer systems will be completed; all computers will be upgraded toWindows 7.2. In the new fiscal year beginning in April 2012, AiMHi will switch to reporting by contract rather thanprogram/home; this will bring our reports in line with our funders funding guide templates.3. A covered parking area will be constructed and AiMHi’s parking shortage will be addressed in 2012.I love working for this agency, I have learned a lot and have become a more understanding person because ofmy employment here, AiMHi has taught me tolerance and awareness of the needs of others.-Employee Survey18

Supported Living & Community Housing ServicesEffectivenessEffectiveness Outcomes for Supported Living & Community Housing ServicesObjective: To reinforce the shift to Person Centered Planning and goal completion.Measures Applied To Time of Measurement Data Source Obtained By TargetPercentage of personswith goals tracked onShareVisionPercentage of personswith completed goals.Persons Served –Community Housing andSupported LivingservicesPersons Served –Community Housing andSupported LivingservicesJanuary 1, 2011–December 31, 2011January 1, 2011,December31, 2011Person Centered Planand Goal Progressnotes on ShareVisionPerson Centered Planand Goal Progressnotes on ShareVisionEmployees 90%Employees 60%*Note: Some goals do not have a due date as they continue to be relevant throughout a person’s life.Percentage of goals100%80%60%40%20%0%Percentage of persons with goals tracked onShareVision 97%Percentage completed goals 57%“AiMHi continues to support people to the best of their abilities with less money and financial cutbacks.Sometimes it can be a magic act but at the end of the day, I feel we are still providing thesame quality care or even better care, while making do with less resources.”~ Employee Survey19

Get Together in the Garden“The Green Peas Project” included guidedtours and fitness in the garden throughoutthe summer culminating with a “GetTogether in the Garden” to cap off 21 the endof the season. The children enjoyed freshvegetables, balloon animals, and yoga.

Trends:EffectivenessOverall, in an economic downturn, it is difficult for most people to find employment. For people withdisabilities, this can create even more complex barriers to employment.The unemployment average for the year 2011 increased to 8.6% in the Prince George area while the restof the province saw a decrease in unemployment rates.Each job was secured through a successful interview process that highlighted a good match between theabilities and skills of the job seeker and the need of the business. With each new position secured, a jobcoach was provided by the IES department to help make the transition into the workplace smooth andconsistent for the new employee, the business and the coworkers at the job.Recommendations and Follow Up for 20111. Infinite Employment Solutions will have 60% of the people who have expressed a desire to work in the community inpaid customized employment positions. Follow Up: IES Prince George currently supports 93 active job seekers, with45 people currently working in the community or have been hired into a job in the community within the past year.This is a total of 48% of people employed in community positions. IES Mackenzie has an 80% employment outcomerate with 4 out of 5 people holding paid positions in the community.2. Infinite Employment Solutions: A&H Information Management will complete their preparations for NAIDcertification. They will apply for certification by NAID before December 2011. Follow Up: Due to an equipmentbreakdown in the summer of 2011, most of 2011 was spent in a holding pattern for A&H Information Management.No solid work was done towards NAID certification at the end of 2011. Obtaining this certification remains animportant goal of IES and is expected to be applied for in 2012.3. Infinite Employment Solutions will connect with and develop partnerships with 100 local businesses to increase theopportunities to develop employment opportunities for the people supported by IES. Follow Up: IES Prince Georgeconnected and developed partnerships with 71 local businesses to increase the opportunities to develop employmentconnections. IES Mackenzie connected and developed partnerships with 38 local businesses for the same end.I would like to commend AiMHi for their Infinite Employment Services –it is a wonderful program. ~Stakeholder Survey23

Recommendations for Infinite Employment Solutions – 2012Effectiveness1. Infinite Employment Solutions will have 60% of the people who have expressed a desire to work in the community,in paid customized employment positions.2. Infinite Employment Solutions: A&H Information Management will complete their preparations for NAIDcertification. They will apply for certification by NAID before December 2012.3. Infinite Employment Solutions will continue to connect with local businesses. They will work with existingconnections and new connections to increase their partnerships and to develop employment opportunities for thepeople supported by IES.AiMHi has a strong positive community presence, quick response to needs for support, innovativeservice deliver approaches, support to provincial and national agencies in the groundbreaking workdone at AiMHi in reporting (Performance Improvement Report), employment approaches andconferences such as the Aging Conference, and the Self-Advocates Conference. ~Employee Survey24

Home SharingEfficiencyMeasures Applied To Time of Measurement Data Source Obtained By TargetNumber of eligiblepersons placed with HomeShare ProvidersHome ShareDepartmentJanuary – December2011Database Home Share Managers 70%There were 22 eligible persons registered with Home Sharing in 2011. 16 of those registered were placed in a HomeShare for a total percentage of 73%.Effectiveness Barriers/Influencing FactorsPeople supported are not automatically placed with a Home Share provider because there is a vacancy; a lot of time andeffort is expended to ensure the right match is made between the person supported and the provider. It can be difficult in Prince George to find Supported Living placements. This may be due to the isolated locationhere in the north or that many people who have a desire to work in this field already do so, either with AiMHi, thefoster care system or other organizations. It is recognizably difficult to find new people with an interest in thisfield who also meet the requirements. Sometimes, even after extensive research and home studies, people supported and the new Home Share providerare simply not a good match and new arrangements are made. We continue until the person supported finds a home.Recommendations and Follow Up-Home sharing - 20111. Recommendation: AiMHi's Home Sharing Coordinators will plan at least one Appreciation Event for Home ShareContractors in 2011. This event will allow the Home Share Contractors to meet and network with one another,give the Home Sharing Coordinators feedback about any training needs they have and maximize the support theyare currently receiving from us. Follow Up: CLBC held an appreciation event for their Home Sharing contractorswhich also included the AiMHi Home Sharing contractors on October 25, 2011.2. Recommendation: The Home Sharing Coordinators will work to increase the number of people we are providingHome Sharing Services to, and will work on developing a pool of screened and approved Respite Providers for ourHome Share Contractors. Follow Up: After some training on Home Sharing with the rest of the province, it wasIt’s a wonderful organization to work at and I am proud to be part of such an amazing team.~Employee Survey25

Efficiencydetermined we would not move forward with developing a respite pool. We need to allow the independentcontractors to remain in control of finding their own respite providers.3. Recommendation: The Home Share Coordinators will work with their Director to develop a network with otherHome Sharing Service Providers in the North Region to network and exchange ideas with one and other.Follow Up: The Northern Home Sharing Coordinators group met several times in 2011 and continue to assist oneanother with issues and concerns that need to be addressed through the connections made at these meetings.The group will continue to meet every few months on an ongoing basis.Recommendations - 20121. To become accredited in Home Sharing when CARF completes the next Accreditation Survey at AiMHi in thefall of 2012.2. To develop medication administration training tools to provide to the Home Sharing contractors.3. An appreciation event will be held each year and attendees will be surveyed so we can understand their needsin the areas of training, support and ongoing meetings.4. The Home Sharing Coordinators will continue to work to increase the number of people we provide HomeSharing Services to.5. The Home Sharing Coordinators will continue to meet with the other Home Sharing Service Providers in theNorth Region to address issues and challenges that we are faced with in regards to Home Sharing in theNorth.26

Summer CampAiMHi’s Summer Camp was held in September at NessLake Bible Camp. It’s a large site with great access to thelake and lots of fun activities. The main attraction was therope swing which looked like fun until you climbed upthe 20 feet or so to the top of the tower. The many whodid it said it was an awesome ride!27

Children’s Residence - Respite ServicesEfficiencyObjective: To maximize the number of respite beds available to families.Measures Applied To Time of Measurement Data Source Obtained By TargetPersons Served – January 1, 2011 – Occupancy Forms≤15% of available bedsChildren’s Residence December 31, 2011Number of beds availablethroughout the year(based on 6 regular bedcapacity)PerformanceImprovementCommittee100%90%80%70%60%50%40%30%20%10%0%Percentage of bed availability throughout the year93% of the bedsavailable wereoccupied onaverage during theyear.AiMHi is a good placeto learn about a wide variety ofpeople and abilities; one of thebetter employers.~ Employee SurveyTrends: The operating capacity of Children’s Residence was 93% capacity this year (based on six regular beds) every monthfrom January through December 2011. The residence was closed for a month for service restructuring during September/October but continued toprovide emergency placement services. Children’s Respite is also closed every year during the December holidays.Please note that during closures, bed availability numbers are based on the number of beds available which areemergency placements.When parents have private respite funding, they are limited in the number of days they can utilize respite atChildren’s Residence; 8-10 respite days can be utilized per month per child.There are many times throughout the year when families have tried to book for specific dates and were not able todo so because the home was full.28

EfficiencyAiMHi will continue to advocate for those families that require respite services or additional respite services,where possible.AiMHi will continue to investigate innovative ways of providing respite services to families.Barriers and Influencing Factors: Parents find it difficult to book respite far in advance as they don’t always know their schedules. Parents at times feel the range in age of children supported makes it difficult for the employees to provide optimalsupport to their child.2011 Recommendations and Follow Up1. Recommendation: There will be ongoing training for the Employees and Manager of Children’s Residence. Follow Up:The employees at Children’s Residence completed all of the annual ongoing training with AiMHi. They also attendedtraining on conflict resolution and household expectations.2. Recommendation: The Performance Improvement Surveys will be revamped for the parents of the children whoutilize respite provided at our Children’s Residence to better suit the program and provide more specificinformation than the general Survey. Follow Up: This year, parents of children supported at Children’s Residencewere given the opportunity to provide feedback through focus groups rather than surveys. This helped us get amore personal view from the parents. Most parents were positive about the respite services they received.3. Recommendation: Improvements will be made to the driveway and front lawn area to make it more attractive and tohelp with the parking needs of this home. Follow Up: Work was done to the front yard area and driveway thisresulted in one additional parking spot being added.2012 Recommendations1. There will be ongoing training for the Employee group at Children’s Residence.2. All of the toys will be purged of broken or damaged toys and new toys will be purchased.3. Performance Improvement Surveys will be reviewed for Children’s Residence to ensure they are appropriate to andcollect specific information from the parents of children who utilize respite.AiMHi is a wonderful organization that really has done great things for the many individuals needing its services in the PGarea. AiMHi really focuses on the individual and what is not only best for them, but also takes in account what the wantsof the individual and his/her families are, and also tries to make it happen, too. ~Employee Survey29

Children’s Residence – Respite ServicesObjective: Decrease wait time for services to begin (once the referral has been received).AccessMeasures Applied To Time of Measurement Data Source Obtained By Target# of children whoparticipate in an intakemeeting within 3 weeks oftheir referralChildren’s Residence –Respite servicesJanuary – December2011Database Employees 95%100%80%60%40%20%0%Percentage of children who particpated in an intake meetingwithin 3 weeks of their referral100% particpatedAiMHi continues tosupport people to thebest of their abilitieswith less money andfinancial cutbacks.-Employee SurveyTrends: Contracts for new referrals are now picked up monthly from the MCFD office and intakes are processed at theresidence within three weeks. If there is an immediate need to place a child, a house tour and intake process iscompleted at the same time. Although AiMHi does not hold a waitlist and is not responsible for lack of services due to access limitations, theAssociation is confident in our ability to ensure people have access to services in a timely manner and in a mannerwhich is meeting their needs.Barriers/Influencing Factors: Wait time for a response from contract referral to a call to families is less than one week. Intakes are done withinthree weeks. Children’s Residence receives an average of two to three intakes per month.30

HalloweenIn October, the Employee Social Group held aHalloween Party for children. A costume parade ofchildren made its way through the Main Officecollecting treats in their new goodie bags. Lots 31 ofMain Office employees got into the spirit, too.

Exit Reports – Persons Receiving ServicesAccessReasons for Exiting Services100%80%60%40%20%0%Passed away3%Moved14%Changedservicesinternally5%Not able toContact35%No time forservices4%Goals Reached4%Over age limitof program13%Other22%“Changed services internally” refers to those persons who moved from one service/program to another depending ontheir needs. Many of the persons who changed programs internally did so because they or their children were overthe age limit of the program, i.e.: moving from Children’s Life Skills to Adult Life Skills services; child turning 19and parent(s) no longer eligible for Family Support or the person moved into a Supported Home and was no longereligible to receive community inclusion services.Two thirds of persons identified as over the age limit of the program were from the Infant Development Program(IDP).One person exiting services this year moved into a Home Sharing placement.139 children exited IDP services in 2011.This was an increase of 6 children from 2010. 84% of the families ofchildren exiting services did not respond to a request for an Exit Interview for various reasons; with the primaryreasons including: the family moved, the family was unable to be reached or they chose not to complete the ExitInterview. In order to match the number of families who exited IDP with the number of exit reports completed,the remaining reports were completed by the IDP consultants indicating that the families did not respond to therequest.Of the 22 families who chose to complete Exit Interviews for IDP, the following reasons for leaving were given:confident to proceed without service – 7, child turned 3 years old (aged out) – 8, moving – 7.32

AccessDue to some people exiting more than one program, an exit report would be completed for each service they wereleaving. This may skew results somewhat as the number of exit reports completed does not reflect the actualnumber of persons exiting.Exit ReportsSatisfaction with AiMHi's services100%80%60%40%20%0%Overall satisfaction with services100%AiMHi met needs based onservices requested 100%Barriers/Influencing Factors: Of the 96 exit reports received in 2011, 22 were from Infant Development Program and 74 were from other AiMHidepartments. For the purposes of this report, only the exit reports completed from actual IDP families in additionto the exit reports completed by persons served were used in our statistics. Over 68% of people who exit services are not able to be contacted for follow up or to complete the Exit InterviewReport. Many times people move or just do not have the time to spend on completing an Exit Interview. If possible,an AiMHi employee will contact the person by phone or meet them in person to complete the report. If they are notable or willing to do this, then AiMHi will send a report via mail and request a response. 100% of the people who answered the questions on the Exit Reports were happy with AiMHi services. 100% of the people who answered the questions on the Exit Reports were satisfied that AiMHi met their needsbased on services requested.As a contractor for numerous AiMHi projects, as well as a proud supporter of AiMHi, I cansay that my dealings with all AiMHi personnel have been rewarding. I have the utmostrespect for the organization. ~Stakeholder Survey33

Fashion Show34

Financial BarriersAccessibilityFinances are always a concern for the people we support at AiMHi. Therefore, we continue to work hard to alleviatethese barriers for people. Even though the Community Living sector has experienced financial difficulties, AiMHi willcontinue to provide quality service to the people we supportAiMHi owns many of the homes that people live in, and therefore, charges less in rent and utilities than most landlords.Maintenance by the Properties Department is timely and included in the rent. Every year, AiMHi supports thearrangements for someone to prepare income tax forms for the people we support at no charge. In 2011, The FamilySupport Network hosted a workshop on Retirement Disability Savings Plans (RDSP) for families, also at no charge.The Adventure Odyssey Club will continue to generate and contribute funds to people for vacations or out of townactivities. Adventure Odyssey funds are generated by a 50-50 draw for AiMHi employees. In 2011, the AdventureOdyssey Club spent $3,838.30 on travel for 16 people this year. There were three trips to Vancouver where one personexperienced the excitement of the Pacific National Exhibition. Five people attended a retreat for Self-Advocates inEdenville for 3 days in October.A mother and her two children took a trip to Sylvan Lake, Alberta, and another person traveled to Granisle for a schoolreunion. One person went to California to visit family while a mother and daughter went to Kamloops on vacation. Onefellow wanted to see a live wrestling match for over 30 years and funds from Adventure Odyssey helped him and his wifetravel to Edmonton to see a professional wrestling competition. Adventure O helped him achieve his dream.The AiMHi Fund Development Committee (FDC) met seven times in 2011 and adopted their ‘Terms of Reference’ for thecommittee structure, reporting and purpose. They have four separate Working Groups planning, organizing andimplementing various fundraising activities throughout the year. In 2011, these included: Direct Mail, a Donor RecognitionEvent, Truffles and Travel, and the Festival of Trees.YMCA membership fees were slated for a dramatic increase for the people we support. The Lifeskills Manager andparents advocated so strongly for them that the fees were dropped back to previous levels.36

Environmental BarriersBarrier:Status: CompleteBarrier:Status: OngoingAccessibilityIt is difficult for people to get into the Main Office when they have an appointmentafter hours.A doorbell has been added to the front door for after-hours service.The door in the Children’s Life Skills and Infant Development Program area isdifficult to open and maneuver a wheelchair through the door.The Properties Coordinator continues to explore solutions to this problem as thereare financial and environmental issues that must be addressed in securing this areafor children.Employment BarriersBarrier:Status: OngoingPersons with developmental disabilities need paid employment.Infinite Employment Solutions will continue to develop paid employment opportunitiesfor people by providing services that can be purchased by the community. InfiniteEmployment Solutions provided employment to 128 people in 2011. InfiniteEmployment Solutions will continue to help people find meaningful employment.Infinite Employment Solutions will consistently investigate career interests withpeople individually, and work towards helping them find work with Prince Georgebusinesses.37

Transportation BarriersBarrier:Status: OngoingAccessibilityPersons served occasionally face challenges accessing regular and wheelchairaccessible transportation offered by the community.A person from the Performance Improvement Committee will continue to advocatefor better city transportation by having a representative attend the Prince GeorgeAccessibility Advisory Committee meetings. Judie Smith is the chairperson on thiscommittee at this time (Judie is an IDP Consultant with AiMHi). We will alsocontinue to advocate for a person with disabilities to join this committee.Attitudinal BarriersBarrier:Status: OngoingThere is a lack of awareness and inclusion of people with disabilities.AiMHi will continue to develop partnerships in the community. Throughout 2011 wehave continued to advertise; both generally and specific advertising for particularevents or needs. We advertise in newsletters, websites, newspapers, by radio andthroughout our organization. In October, we promoted Community Living Month bysending out our Annual Newspaper insert on Oct 6th, holding a fundraiser on Oct 15 thas well as a Pancake Breakfast on Oct 28 th . We also assisted the Nechako Rotarywith ‘Operation Red Nose’. Seven volunteers worked a total of 16 nights through theholiday season.Information from AiMHi is now included in the website Healthlink; this provincialwebsite is now up and running. You can visit it at http://www.healthlinkbc.ca.CKPGTV did a story on the Volunteer Tax Clinic that operates out of AiMHi eachyear at tax time. The interview aired Saturday March 19, 2011. AiMHi manned abooth at the Healthier You Expo on October 23, 2011.38

AccessibilityRespectEdWe have partnered with the Red Cross to recertify/retrain members to present antibullyingpresentations in the community. Four workshops were held in October forChildren’s Life Skills at AiMHi.Value VillageThroughout the year, the Community Awareness and Supports Coordinator arranged forvolunteers for the four ‘Bagging Event’ and ten ‘Coffee Cookie’ booths at Value Village.These events raise awareness about our partnership with Value Village and promotedonations. A Power Point presentation on AiMHi was done at Winston’s’ BreakfastClub group on March 17 th . The presentation was well received and the group wasdelighted to hear about how they could help by donating items for Value Village at ourlocation.Community GardenThis year the Child Care Resource and Referral Program partnered with AiMHi forseveral events throughout the summer. “Fitness in the Garden” was the theme andchildren were treated to tours in the garden and a fitness session which included yogaand dance. Most of the sessions were held in the gym due to inclement weather. InJuly, the “Get Together in the Garden” event was held. Children from all over the cityconverged on the garden to pick and eat fresh produce, explore nature withmagnifying glasses, and follow the paths in the Natural Playground next to the garden.Other PartnershipsWe continue to partner with both Canadian Blood Services and Toastmasters.39

AccessibilityBarrier:Youth need more community social events.Status: OngoingAiMHi will host events such as dances, carnivals, and fun days for youth in thecommunity. Several events were held in 2011 including Snow Daze Golf, a HalloweenParty sponsored by the Employee Social Group, and a Christmas Party held at UNBCSports Centre. Youth over 16 can attend AiMHi dances which are held four times ayear. A Fashion Show was held this year in which children were the models. A SummerRecreation Day Camp is held each year during the summer months for all children inPrince George. Pirate Day at Summer Rec was a great success! Pirate Pak luncheswere donated by White Spot and local MP’s handed them out to the children.Communication BarriersBarrier:Status: OngoingBarrier:Status: CompletedIt is important to maintain communication between AiMHi and our Stakeholders(people we support, family, employees, professionals).Information about AiMHi including newsletters, bulletins, special events, fundinginformation, positions available, and reports such as the Performance ImprovementReport need to be available in different formats for Stakeholders to access.There are some comments on the qualitative Survey “It’s Your Life” that requirefollow up.It would be beneficial for people we support to include their names on the qualitativesurvey “It’s Your Life”, so that the Performance Improvement Committee can follow upon their comments and concerns. A space was provided for people we support toinclude their names on the surveys. The Performance Improvement Committee read allthe surveys and referred the people who wanted feedback to the appropriatemanager.40

2012 RecommendationsAccessibilityArchitectural BarriersBarrier:Solution:Persons served can experience changes through the aging process. AiMHi willaccommodate them as necessary. AiMHi will continue to educate its workers and thecommunity on the aging process of people with disabilities.Ramps, tracking and lifts will be installed and kept in repair for mobility in the housesthat AiMHi owns. Throughout the winter, Infinite Employment Solutions (IES) will keepramps and driveways clear to assist with mobility issues.AiMHi will continue to advocate for more accessibility in the community, especially incommunity gathering places such as arenas, swimming pools, and parks. AiMHi co-hostedan Aging and Quality of Life Conference in March 2012 for the general public.42

Financial BarriersAccessibilityFinances are always a concern for the people with disabilities. At AiMHi, we continue to work hard to alleviate thesebarriers for people. AiMHi owns many of the homes that people live in, and therefore, charges less in rent and utilitiesthan most landlords.The Adventure Odyssey Club will continue to generate and contribute funds to people for vacations or out of townactivities. The Adventure Odyssey will change their mandate in order to provide funds to assist people supported byAiMHi to travel as well as to provide emergency funds for those in need.Even though the Community Living sector has continued to experience financial difficulties, AiMHi will continue toprovide quality service to the people we support.AiMHi will continue to provide workshops on a variety of topics related to finance for the people we support and theirfamilies.Barrier:Solution:During this time of economic uncertainty, AiMHi has faced financial challenges.The Fund Development Committee will continue to work together to raise funds forthe organization.43

Environmental BarriersBarrier:AccessibilityThe door in the Children’s Life Skills and Infant Development Program area isdifficult to open and maneuver a wheelchair through the door.Solution:Barrier:The Properties Coordinator continues to explore solutions to this problem as thereare issues that must be addressed in securing this area for children. The FundDevelopment Committee has agreed to look for grant opportunities for this project.Licensing currently requires homes to be modified if there are three or moreresidents living together in a home. Renovations needed for these modifications areexpensive.Solution:AiMHi will approach Licensing to approve three people living together in supportedliving residences.Employment BarriersBarrier:Solution:Persons with developmental disabilities need paid employment.Infinite Employment Solutions will continue to develop paid employment opportunitiesfor people by providing services that can be purchased by the community.Infinite Employment Solutions will consistently investigate career interests withpeople individually, and work towards helping them find work with Prince Georgebusinesses.44

Transportation BarriersBarrier:Solution:AccessibilityPersons served occasionally face challenges accessing regular and wheelchairaccessible transportation offered by the community.A person from the Performance Improvement Committee will continue to advocatefor better city transportation by having a representative attend the Prince GeorgeAccessibility Advisory Committee meetings. Judie Smith is the chairperson on thiscommittee at this time (Judie is an IDP Consultant with AiMHi). We will alsocontinue to advocate for a person with disabilities to join this committee.Attitudinal BarriersBarrier:There is a lack of awareness and inclusion of people with disabilities.Solution:AiMHi will continue to develop partnerships in the community.Barrier:Youth need more community social events.Solution:AiMHi will host events such as dances, carnivals, and fun days for youth in thecommunity. There may be new partnerships with this group as a new chairperson hastaken over this committee.45

AccessibilityCommunication BarriersBarrier:Solution:It is important to maintain communication between AiMHi and our Stakeholders(people we support, family, employees, professionals).Information about AiMHi including newsletters, bulletins, special events, fundinginformation, positions available, and reports such as the PerformanceImprovement Report need to be available in different formats for Stakeholdersto access.Barrier:Solution:Barrier:Solution:ShareVision reporting may be a challenge for employees as all programs use thesame forms regardless of type of program.Daycharts will be developed for specific programs at AiMHi such as residentialand non-residential services. This will help workers to report more accurately.Employees need training on Person Centered Planning.A training workshop will be held for employees.My interactions with AiMHi have always been with the Executive Directors andManagement Team. They are all professional, respectful and inspirationalindividuals who truly walk the talk; it is a pleasure to work with them.~Stakeholder Survey46

Self-AdvocatesThe Prince George Self –Advocate Caucus has beenvery active this year. Theyattended conferences andworkshops throughout theyear. They are holding theirown conference here inPrince George in 2012,entitled “Follow YourDreams.”47