At Noble, we work hard to hold ourselves to high standards of quality. We are CARF accredited and operate in compliance with the rigorous standards established by the state entities that oversee organizations like Noble.
Because we rely on the support of our community, we are excellent stewards of our resources, as demonstrated by our GuideStar Platinum Seal of Transparency and the top rating we earned from Charity Navigator.
And yet, we felt we needed to do more—to demonstrate through the delivery of our services that we truly care about each person we serve. That’s the genesis behind the framework we are wrapping around each service we provide. You will be hearing more from us about this in the coming months, but briefly, the CARE Framework is an acronym for Competencies, Accountability, Resources and Education. It is our belief that the quality of our services relies on each member of our team:
- Having or developing the correct COMPETENCIES,
- Being held ACCOUNTABLE for quality, mission-focused work,
- Having access to the appropriate RESOURCES and
- Having the EDUCATION to do their jobs.
The CARE framework then forms the goalposts through which we assess our team members during their annual employee performance reviews. And it is not only the philosophy behind quality services, but it pertains to our non-program departments like Fiscal and Human Resources.
It’s important to note that this is not only about performance evaluations. Embedded in the CARE framework is a feedback loop that looks at multiple sources of information, including:
- Investigation reports
- Satisfaction surveys
- Compliments and complaints
Then, those items are reviewed on a weekly basis by the CARE team, who affects change. That could mean projects, tasks or policy and procedure changes to make sure that our quality is assured and reviewed on a regular basis.
We also are going to eventually establish a CARE council that allows stakeholders from all areas of the organization, including families and the people we serve, to have a voice into the CARE framework process.
This is just one more step in aligning Noble’s business practices with our mission and ensuring that the people we serve receive the best services possible, empowering them to Dream it. Live it.
