Performance & Quality Improvement Process

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The mission of Boys and Girls Haven is to shelter, heal and teach struggling young people to become productive and healthy members of our community.  We continuously strive to fulfill our mission and provide the highest quality of care to our clients, their families and our community.  We accomplish this, in part, through the implementation of a Performance and Quality Improvement (PQI) plan.  This plan:

  • Promotes excellence and mission-driven action throughout the agency
  • Involves clients, staff members, stakeholders and other relevant parties in the PQI process
  • Utilizes data to assess the performance of individual programs and the agency as a whole
  • Encourages continuous improvement across all services and programs offered by Boys and Girls Haven
  • Supports the strategic priorities, goals and objectives of the agency.


The Performance Improvement Plan (PIP) is an integral part of PQI activities at Boys & Girls Haven. When a potential area for improvement is identified, we initiate a PIP by first asking three questions:

  • What are we trying to accomplish?
  • How will we know that change will lead to improvement?
  • What are the measurable outcomes we wish to see?

After we have sufficiently answered these questions, we then work to identify actions that will result in the desired outcomes. During this phase of the process we:

  • Define the processes currently in place
  • Identify opportunities for improvement that exist
  • Look for root causes of problems that have occurred
  • Decide what we will change
  • Engage in Plan-Do-Study-Act (PDSA) cycles.PDSA Graphic

After engaging in one or more PDSA cycles, we analyze what we have learned and determine how to effectively implement changes within the agency.  This is the final step in the Performance & Quality Improvement process.

For more information about performance and quality improvement at Boys & Girls Haven, contact Amanda Masterson, Director of Programs, at

Click the links below to access additional information regarding our PQI process:

PQI Plan

PQI Structure

BGH Program Outcomes 2014

BGH Program Outcomes 2015

Risk Management Data 2015