Using Personal Outcome Measures® in Evaluation and Planning for Organizations

Using Personal Outcome Measures® in Evaluation and Planning for Organizations 

Most organizations are committed to providing high quality services. Many of them turn to outside regulations or standards to judge how well they are doing. In doing so, they may miss answering the most important question: Are your services successful in supporting people to achieve the personal outcomes they have for their own lives? This course is based on CQL | The Council on Quality and Leadership’s approach to quality enhancement using Personal Outcome Measures®.  In this course, you will see how organizations can use personal outcomes to evaluate themselves as organizations and plan for the future. Through analysis of the data from peoples’ experiences in achieving their own personal outcomes, organizations can structure themselves and their resources to facilitate individual success. The lessons, interactive activities, and stories in this course give you concrete information about how organizations can respond flexibly to the changing needs and aspirations of the people they support. This series of e-learning courses lays the foundation for a deeper understanding of the personal outcomes approach, identifies and explains the 21 personal outcomes across services settings, and explores the practical use of personal outcomes. Developed by a team at CQL | The Council on Quality and Leadership, each course works as a stand-alone learning opportunity, but you are encouraged to complete them as a suite in order to gain as much in-depth knowledge and skills as possible. These courses provide an introduction for staff that are new to personal outcomes and can be used as an orientation for new staff as well as a component of staff development.


Hours: 2.00


Certificates provided by accrediting body (1 Match)

National Alliance for Direct Support Professionals


This activity is approved for 2.00 contact hours.

Course Details

Course Code: REL-CV-CQL-ORG-V2
Hours: 2
Type: Online Course
Content Expiration Date: 6/30/2024
Learning Objectives:
Explain how data from individual outcome interviews can be combined or aggregated to measure the organization's strengths and opportunities.
Describe how the data contributes to organizational evaluation (patterns and trends).
Summarize how the data contributes to organizational planning (action steps).

Section 1: Introduction

About This Course

Learning Objectives

Section 2: Using Personal Outcome Measures®

Jessica’s Dilemma

What Went Wrong?

Personal Outcome Measures® Overview

Different Approaches to Quality

A Person-Centered Alternative for Quality

Personal Outcome Measures®

Using Personal Outcome Measures®

The Importance of Outcome Measurement

Simple Axioms—Quality Starts Here

Kelly’s QA System


Section 3: An Outcomes Approach for Evaluating Organizations

Personal Outcomes Measures®—Improving Lives, Improving Organizations

Using Personal Outcomes to Guide Organizations

Stop and Think

Using Data to Evaluate Organizations

Setting Up Data Systems

Measuring What’s Real

Person-Focused Service Evaluation

Using Data Analysis in Evaluating Organizations

Analyzing Trends and Patterns

Analyzing Trends and Patterns - An Example

Examples of Trends and Patterns

A Real Life Example of Trends and Patterns

Advice from the Field

Paul's Team


Section 4: Using Personal Outcomes for Organizational Planning

Shifting the Focus for Organizations

What Organizations Need to Consider

Staying Grounded and Making Change

Quality: It’s More than Satisfaction

Striving for More than Satisfaction

Using Outcome Data to Develop a Quality Enhancement Plan

Additional Elements of a Quality Enhancement Plan

Stories of Organizational Change

More Stories of Organizational Change

Thinking About Change

Helping Perry’s Team


Section 5: Put into Practice

Put Into Practice: Hands-On Experiences

Creating Your Own Work Portfolio

Section 6: Conclusion


Course Contributors



Instructor: Mary Kay Rizzolo, DrPH
Mary Kay Rizzolo is the President and CEO of CQL | The Council on Quality and Leadership. Before joining CQL on January 19, 2016, Mary Kay was the Associate Director of the Institute on Disability and Human Development (IDHD), the University Center for Excellence on Developmental Disabilities for the State of Illinois. She has also served as a Clinical Associate Professor in the Department of Disability and Human Development at the University of Illinois at Chicago (UIC) where she mentored students and taught classes on disability policy and community integration for people with disabilities. Mary Kay previously worked at the Coleman Institute for Cognitive Disabilities at the University of Colorado, was a member of the State of the States in Developmental Disabilities project for almost two decades, a front line supervisor at a large ICF/DD and managed a three-county program that provided home-delivered meals and programming for older adults. Mary Kay holds a Doctorate in Public Health (University of Illinois at Chicago), a Master’s in Psychology (North Carolina Central University) and a Bachelor’s in Psychology (University of North Carolina – Chapel Hill). Mary Kay is the author of over 50 book chapters, journal articles and reports, focusing on public and financial spending in the states, family support, HCBS Waiver services, and cognitive technologies. Disclosure: Mary Kay Rizzolo, DrPH has declared that no conflict of interest, Relevant Financial Relationship or Relevant Non-Financial Relationship exists.
Instructor: Cathy Ficker Terrill, M.S.
Cathy Ficker Terrill’s career has included working in government, non-profit organizations, university teaching, advocacy and supporting and mentoring self advocates. Before joining CQL on January 1, 2013, Cathy was President and CEO of The Institute on Public Policy for People with Disabilities, an Illinois based organization dedicated to providing leadership and technical assistance to drive public policy and promote best practices for individuals with disabilities. Cathy previously served as President and CEO of the Ray Graham Association, where she utilized the CQL Personal Outcome Measures® to reinvent a provider agency to become a more community based, person-centered organization. Ray Graham Association was the first organization to be accredited with both the Quality Measures 2005® and the latest standards, Person-centered Excellence Accreditation. Past President of the American Association on Intellectual and Developmental Disabilities (AAIDD), as well as a former President of Illinois TASH, Cathy authored a manual on Consent Issues for Self-Advocates and Direct Care Staff. Terrill was a two term Presidential Appointee to the President’s Committee for People with Intellectual Disabilities (PCPID). For the past 20 years, Cathy has volunteered internationally, helping to create services for people with disabilities in Kosovo, Poland, Russia, Korea, Cyprus, Lithuania, Japan, Saudi Arabia and China. Disclosure: Cathy Ficker Terrill, M.S. has declared that no conflict of interest, Relevant Financial Relationship or Relevant Non-Financial Relationship exists.
Target Audience:
The target audience for this course is: General Staff; in the following settings: All Healthcare Settings.
Relias will be transparent in disclosing if any commercial support, sponsorship or co-providership is present prior to the learner completing the course.
Course Delivery Method and Format
Asynchronous/Online Distance Learning; please see certificate details for specifics on delivery format.
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All courses offered by Relias, LLC are developed from a foundation of diversity, inclusiveness, and a multicultural perspective. Knowledge, values and awareness related to cultural competency are infused throughout the course content.
Reference herein to any specific commercial product, process, or service by trade name, trademark, service mark, manufacturer or otherwise does not constitute or imply any endorsement, recommendation, or favoring of, or affiliation with, Relias, LLC.
All characteristics and organizations referenced in the following training are fictional. Any resemblance to any actual organizations or persons living or dead, is purely coincidental.
To earn continuing education credit for this course you must achieve a passing score of 80% on the post-test and complete the course evaluation.
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