The Periodic Service Review
A Total Quality Assurance System for Human Services and Education
By Gary W. LaVigna, Ph.D., Thomas J. Willis, Ph.D., Julia F. Shaull, M.S.W., Maryam Abedi, Ph.D., & Melissa Sweitzer, Ph.D.

Recognizing that poor management practice, more than low wages or external factors, is responsible for inconsistency and lack of quality in service delivery, this practical book presents the research-validated Periodic Service Review (PSR) to improve staff training and supervision and to translate principles of effective management into concrete practices and procedures.

The PSR is both a system and an instrument, providing home, classroom, supported employment, or other service-setting applications. Using four integrated elements — performance standards, performance monitoring, performance feedback, and systematic training — program directors will be able to mobilize staff, maximize service provision, and meet goals and objectives.

No longer do those "who don't know how to manage" need to manage those "who don't know what to do!" Here is the ideal reference for all administrators and supervisors working in human services or educational settings.

Acknowledgments
About the Authors
Preface
Introduction

1. Background
2. Performance Standards
3. Performance Monitoring
4. Feedback Loop
5. Staff Training
6. Getting Started
7. Conclusion

References

Appendixes

1. Periodic Service Review and Operational Definitions for Behavior Services Group Homes
2. Periodic Service Review and Operational Definitions for Classroom Use
3. Periodic Service Review and Operational Definitions for Supported Employment
4. Periodic Service Review and Operational Definitions for Supported Living
5. Social/Community Integration and Participation (SCIP): Community Integration Protocol
6. Behavior Assessment Report and Support Plan: Evaluation Instrument and Writing Guide
7. Fidelity Checklist and Sample Instructional Modules
8. Individual Performance Standards and Operational Definitions for Behavior Specialists
9. Periodic Service Review and Individual Performance Standards for a Behavior Services Unit
10. Competency-Based Training: Outline of Competencies and Criteria
11. Active Listening Protocol
12. Periodic Service Review for Supported Employment Management Team