Travelers Aid Society of Los Angeles has included more of the staff in its quality improvement efforts in order to design and implement measures that will provide the highest quality of services to our clients. Below is a summary of the significant quality improvement projects the Agency has been involved with over the six months. Several current projects are on going and will allow us to constantly examine our service delivery system and overall Agency.

· An Agency Quality Improvement Plan was approved by the Quality Improvement Committee and the Board. (Status: Include on Agency web site)

· The comprehensive agency-wide client computer database system has been designed in order to provide valuable, user-friendly information. It is currently being piloted, so that some potential problems can be addressed prior to wide use among the case managers. In the last couple of months, we have initiated discussion with an outside consultant regarding further upgrading the database and making it web-based. (Status: In progress)

· A community needs assessment survey was distributed to 173 agencies in the Los Angeles area. Of the 173 sent out, responses have been received by about 40 agencies (23% return rate) and 10 were returned without a forwarding address. The purpose is to learn more about other agencies, their services, and where there are gaps in services. (Status: In progress, compiling data)

· The hotel/motel site evaluation form was reviewed. Suggestions have been made to enhance the form and to provide greater information about the hotels/motels the agency uses for clients. A case manager will use this form at least twice a year to review the hotels/motels by similar standards. (Status: In progress)

· There were at least two projects that have looked at the TASLA client demographics. Both of the projects will paint a clearer picture of the clients we serve. One provided an overview of demographic statistics of the current clients. (Status: Completed) The other more closely looks at some of the characteristics of the clients, including but not limited to drug use, mental health status, education level, living arrangements, length of homelessness, reason for homelessness, legal system/probation involvement, and sexual history. This is a 6 month study looking at the incoming clients at each of the service centers from November until April. (Status: In progress, collecting data)

· A draft of a client satisfaction postcard/return survey was compiled. Information obtained from the exit interview conducted by the case manager combined with the postage paid return survey will provide follow-up data regarding TASLA services and the clients' journey. (Status: In progress, draft under review)

· A client satisfaction survey and needs assessment was distributed and completed by 35 Teen Canteen and "For Love or Money" clients. The information obtained from the survey supports information that the staff may intuitively know and/or have heard anecdotally. Overall, most of the clients feel welcomed when they come to Teen Canteen and they believe that Teen Canteen has helped them handle their problems. The youth come to Teen Canteen most often for meals, showers, to receive and send mail and telephone calls, to use the computer and the internet, and the clothing closet. People who have attended a "For Love or Money" workshop did believe that they were useful. And, they generally have used the information that they learned in their everyday life. Clients would most like programs addressing apartment issues, relationship issues, stress management, money management, computer skills, job skills, and CPR. Information obtained will assist with further program development. (Status: Completed, but conducted about twice a year.)

· Focus groups and key informant interviews were conducted among Teen Canteen and "For Love or Money" clients and staff. 15 clients participated in two focus groups focusing on Teen Canteen services. Clients expressed a need for extended hours. They also expressed an interest in participating in fund raising efforts. Clients expressed an interest in having more workshops and activities. 6 Teen Canteen staff, including Case Managers and Peer Educators, participated in key informant interviews. During these sessions, staff believed that their individual role was important for the clients in assisting with motivating and providing resources to the clients. Staff members expressed an interest in clarifying the responsibilities of the Case Managers and Peer Educators. Both roles expressed an interest in providing more services, workshops, and activities for the clients. (Status: Complete. Conducted annually.)

· "For Love or Money" conducted risk assessments with 66 individuals from July to December 2003. While 78% of the clients identified themselves as heterosexual, 69% of them have had sexual partners who have been intimate with someone of the same gender. The most frequently sited behavior change goal among the clients are getting tested for HIV and other STDs, using protection during oral sex, abstaining from sex, and abstaining from drugs. Of the people who completed an initial assessment, 27% returned for follow-up. All of the clients who returned for follow-up reported some changes in behavior, even in behaviors that were not identified as a goal. Clients reported a reduction in drug use, sexual intercourse, and having sex while high. Clients reported an increase in their ability to talk to their partner about sex, ability to talk to their partner about testing, condom use, use of protection during oral sex, and testing for STDs and HIV. 66% of the clients who returned for a follow-up session with a Peer Educator reported that they followed up on referrals made during the initial assessment. (Status: Complete. Evaluation activities are ongoing.)