West Virginia's Community Action Agencies, including MountainHeart Community Services, Inc., are implementing the ROMA management practice that integrates the use of outcomes or results into the operation of agency programs. ROMA focuses on the outcomes resulting from agency activities in addition to measuring the total numbers of people who receive services.
This management system aims to improve program effectiveness and accountability to the public by promoting an emphasis on results, quality of services, and customer satisfaction.
Community Action Agencies produce family, agency, and community outcomes:
• Family outcomes describe a family's transition toward self-sufficiency.
• Agency outcomes describe the capacity of Community Action Agencies to use sound management practices in the delivery of programs and services.
• Community outcomes describe the responsiveness of agencies and the community to the needs of low-income people, and also the extent that low-income people participate in community activities and processes.