Independent Monitoring for Quality: The Arc's IM4Q Program

The Arc of Luzerne County has held the local contract for Independent Monitoring for Quality (IM4Q) beginning in 1999, the year the program piloted state-wide.  The purpose of PA’s IM4Q program is to improve the satisfaction and everyday living outcomes for the individuals and families who receive services through the Office of Developmental Programs(ODP).  This is accomplished through the gathering, reporting, and analysis of satisfaction and other outcome data through the process of monitoring visits.  As a contracted agency for the PA Office of Developmental Programs (ODP), we complete 217 monitoring visits annually, providing an opportunity for the individual and their family members to have a voice in the services they receive in a conflict free environment.


The IM4Q Program Coordinator, Nancy Sperlazzo, participates on several committees to assist ODP with developmental programmatic changes to enhance the program, most recently the IM4Q Management Committee.  In concert with the AE/IM4Q County Point Person, the IM4Q Program Coordinator facilitates mandatory trainings on the IM4Q program with MHDS Supports Coordination Unit, providers, and Direct Care Professionals on an annual basis.  In addition, she has presented on procedures developed at a local level at several trainings and workshops in an effort to share best practices with other local programs state-wide.  On a local level, the IM4Q Program Coordinator is a stake holder on the Luzerne/Wyoming Counties MHDS Training Council on Quality and provides regular data updates from the IM4Q program on relevant issues, which is used by the training council to plan trainings and education for quality improvement, and to address those needs with individuals, families, staff, providers, and the professionals who work in our community.  Since IM4Q is a data source on the county’s QM  plan, the IM4Q Program Coordinator also provides quarterly data to the quality manager to be used for that plan.