The Power of Personal Outcome Measures®

The Power of Personal Outcome Measures® 

Have you found yourself or your organization “stuck” in a compliance mode of thinking? Now it’s time to go beyond the basics to the real quality of life issues and develop a culture of person-centeredness. CQL | The Council on Quality and Leadership's Personal Outcome Measures® form the foundation for organizational quality enhancement. The Personal Outcome Measures® are short, clear, and written in plain English. Personal outcomes are important because they put listening to and learning from the person at the center of organizational life. This training is designed for staff at all levels in human service organizations. It presents in-depth knowledge on defining quality, outcomes, and Personal Outcome Measures® and their role in your organization’s quality enhancement program. This course will use a blend of didactic information and experiential exercises to give you a clear understanding of the importance of a person-centered approach to quality. 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 as many 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-PWR-V2
Hours: 2
Type: Online Course
Content Expiration Date: 8/31/2024
Learning Objectives:
Define three types of outcomes used to measure quality in service delivery.
Explain the differences between process and outcome measurements.
Identify the benefits of Personal Outcomes Measures®.

Section 1: Introduction

About This Course

Learning Objectives

Section 2: Defining Quality

Meet Brenda

Traditional Performance Measures

Assumptions of Traditional Approaches to Quality

Limitations of Traditional Forms of Quality Measurement

Redefining Quality

A Penny for Your Thoughts

Think Again

How Well Did You Do?

From Pennies to People

Meet Ed


Section 3: Defining Outcomes

Supports and Services: What Do You Do?

Why Do You Provide Supports and Services?

What Is An Outcome?

Moving From Process to Outcomes

Process vs. Outcome - The Difference Is the Focus

Process vs. Outcome - The Difference Is the Service Action

Process vs. Outcome - The Difference Is the Service Delivery

Process vs. Outcome - The Difference Is the Measures of Quality

Keep Asking Why

Stay Focused on Outcomes

3 Types of Outcomes

Meet Morgan


Section 4: Personal Outcome Measures®

What is Important to You?

The Life Priorities of Other People

The Life Priorities of the People You Support

Personal Outcome Measures®

Personal Outcome Measures® Factors

My Human Security

My Human Security Personal Outcomes

My Community Factor

My Relationships Factor

My Relationships Personal Outcomes

How to Use Personal Outcome Measures®

Outcomes ARE Personal

The Benefits of Personal Outcome Measures®

The Power of Personal Outcome Measures®

The Personal Outcome Measures® Is ...

The Challenges of Personal Outcome Measures® - For Professionals

The Challenges of Personal Outcome Measures® - For Programs

The Challenges of Personal Outcome Measures® - For Organizations

The Challenges of Personal Outcome Measures® - For Managers

Remember Brenda?


Section 5: Put into Practice

Put Into Practice: Hands-On Experiences

Creating Your Own Work Portfolio

Section 6: Conclusion


Course Contributors



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.
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.
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Course Delivery Method and Format
Asynchronous/Online Distance Learning; please see certificate details for specifics on delivery format.
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