Our Impact

Our Impact

At Touchstone, we measure our performance to understand whether our services are making a meaningful difference, where we are doing well, and where we can improve.

We look at program outcomes, client and stakeholder feedback, access to services, quality and safety, and organizational performance. Bringing this information together helps us make informed decisions and continuously improve our services.

Highlights from Our Results

Our programs serve different people and have different goals, so success does not look the same everywhere. Some highlights from our recent performance results include:

• Family Preservation & Reunification: 83% of clients completing service demonstrated meaningful improvement, exceeding the program's 80% target. The program also provided 10,325 direct service hours to 290 families.
• Pathways Early Years: 77% of clients completing service demonstrated meaningful improvement. Families also reported very positive experiences with goal setting, respectful support, skill development and the services they received.
• CAPCHP: 93% of participants said the program had a positive influence on their parenting, and 87% reported making new connections with other parents.
• Complex Behaviour Program: 74% of clients completing service demonstrated meaningful improvement, up from 52% in the previous reporting period.
• Restorative Justice & Driver Diversion: All 68 Driver Diversion participants completed the program, and 97% said the program helped them reconsider their driving behaviour

Across Touchstone, 98% of adults surveyed reported positive change, and 98% said they would recommend Touchstone. Referral-agent feedback remained 100% positive, and stakeholders providing feedback in 2026 reported 100% positive overall experience and community impact.

Quality, Safety and Organizational Performance

Performance measurement also helps us understand how well the organization supports safe, accessible, high-quality and sustainable services.

• Quality and records: Our established quality records review process monitors documentation, identifies trends and supports follow-up and improvement across programs.
• Safety and risk: We monitor incidents, health and safety information, emergency preparedness and organizational risks to strengthen safeguards for clients, staff and the organization.
• Privacy and cybersecurity: Protecting information is part of both client safety and organizational safety. Our privacy, cybersecurity, secure technology and business continuity practices help protect the people we serve and Touchstone's operations.
• Accessibility: We review barriers to services and identify ways to make our programs, information and communication more accessible.
• Organizational sustainability: Workforce, technology, financial and operational information is reviewed alongside program results so that emerging pressures can be identified and addressed.

Looking Ahead to 2027

Our 2026 results and continuous quality improvement work also tell us where we need to keep focusing our attention.

In 2027, our priorities include:

• improving access, inclusion and continuity of services;
• strengthening service quality and measures of meaningful outcomes;
• increasing opportunities for clients, youth and families to provide feedback;
• responding to changing community, cultural and language needs;
• investing in staff development, wellness and retention;
• strengthening client and organizational safety, privacy, cybersecurity, technology, business continuity and sustainability;
• strengthening community partnerships; and
• following up on improvement activities to determine whether the changes we make are achieving the results we intended.

Our Commitment

Performance measurement is not simply about reporting numbers. We use what we learn to celebrate progress, identify gaps, make improvements and determine whether those improvements are making a difference.

Sharing our results is part of our commitment to transparency and accountability to the children, youth, families and communities we serve.