Housing and Quality First

Updated: March 11, 2005

AAHSA Quality First is a philosophy of quality and a framework for earning public trust in aging services. Quality First reinforces the commitment of our members to maximize quality of care and quality of life for older adults. AAHSA Quality First represents a covenant between aging service providers — and consumers and government — to improve our field and its image by demonstrating outcomes that enhance quality and consumer satisfaction.

By signing the Covenant, housing members indicate their willingness to participate in and, where needed, help identify and/or develop demonstrable measures of quality. It is also a public commitment to continually reevaluate and improve in areas where progress is possible. AAHSA has made recommendations to policymakers for of initiatives to support Quality First's 10 Elements of Quality (see the "AAHSA Quality First and Public Policy" fact-sheet: www.aahsa.org/qualityfirst/fact_sheets). AAHSA asks its members in affordable senior housing communities to actively participate in Quality First, letting us know where resource materials are needed, and working to better communicate the value of the programs and services they provide.

The following 10 Elements of Quality are directly applicable to the field of housing and the role of AAHSA's committed affordable housing providers:

1. Commitment — By signing the Covenant, we indicate our ongoing commitment to maximize resident quality of life through housing programs and services and to assure that operations meet or exceed government defined standards for quality. As with other aging services providers in the continuum, we are committed to creating an environment in which consumers feel confident that they are receiving the high quality of housing programs and/or services they deserve.
2. Governance Accountability — Federal and state governments have an obligation to ensure adequate funding to support affordable housing and services, as well as to seek accountability from providers for responsible stewardship of the public funds they receive. As such, we will routinely disclose and/or make available on request information regarding physical inspection scores, financial submissions, management reviews, etc. Our executive staff and/or board adhere to a code of ethics and have or will develop mechanisms for assuring compliance with the latest regulatory and/or statutory requirements, such as a corporate compliance program.
3. Leading-Edge Care and Services — Despite lack of targeted funding for and numerous barriers to the integration of low-income housing with health and supportive services, we are committed to helping residents to age-in-place by linking residents to a wide-range of voluntary supportive services in-house and/or through referral to outside service providers. Service Coordinators often perform this function, though the entire front-line team has an important role in identifying and recognizing both service needs and opportunities. We also recognize the potential for technological innovation to revolutionize the provision of aging services and, where feasible, work collaboratively with technology providers to develop and implement technology-based models and practices, including involvement in AAHSA's technology initiative, the Center for Aging Services Technologies (CAST).
4. Community Involvement — We welcome and actively support volunteer involvement in programs and services. Residents are also encouraged to volunteer their services to the internal and external community. To enhance public awareness of and support for individual properties and help raise awareness of the importance of affordable housing in general, we are pro-active in relationship-building with the external community as well.
5. Continuous Quality Improvement — In order to improve the quality, efficiencies and effectiveness of affordable housing communities, we regularly assess our mission, values statements, policies and long-range planning. We demonstrate our commitment to ensuring the quality and future success of our affordable housing communities by increasingly adopting recognized CQI methods including development/implementation of an integrated strategic plan, proactive involvement in recruitment and retention programs, and regular surveys of resident satisfaction. We structure our internal operations so that staff at all levels is afforded the opportunity to recommend improvements to enhance the quality of programs and services throughout the organization.
6. Human Resources Development — Because resources are limited, we are committed to the development of creative approaches to recruitment and retention of staff and proactively communicating the value and importance of the work of our employees. We recognize that quality work environments foster better performance and improved longevity of quality employees, resulting in better housing for residents.
7. Consumer-Friendly Information — Because access to federally-subsidized affordable housing programs is confusing to consumers, their families and caregivers, we are committed to clearly communicating eligibility, tenant selection policies and application processes of individual facilities.
8. Consumer Participation — We work to create an informed and engaged consumer network of residents, family members, older people and consumers at large. We recognize that our society's elders have an enduring value to family and community and encourage residents to become active participants in our affordable housing communities through development of and/or participation in independent resident councils, committees, service on the board and special programming.
9. Research Findings and Education — We are intensely interested in promoting effective models of housing and services, however evidence-based research in this area is severely lacking. As such, we should actively engage in partnerships/collaborations with others (including fellow providers, researchers, consumer groups, associations, etc.) to develop and study new service/care models and/or practices.
10. Public Trust and Consumer Confidence — We are committed to seeing that older citizens are provided with a healthy, affordable, ethical aging services system that instills trust and confidence. Openness of policies, transparency and accountability in financing and operations — along with increased attention to efforts to make the public aware of the existence and value of the programs and services in existence and new innovations — are ways we hope will help the nation achieve this goal.

AAHSA is pleased to offer tools, information, education and support to assist our members in fulfilling their commitment to the Quality First Covenant. Explore the wide range of materials available at www.aahsa.org/qualityfirst, and be sure to let us know if there is something particular you need. AAHSA Contact: Colleen Bloom — cbloom@aahsa.org; (202) 508-9483 or Bruce Rosenthal — brosenthal@aahsa.org; (202) 508-9499.