Our Commitment to Quality
“Our commitment to quality is a daily promise to those we serve. It’s not just about meeting expectations — it’s about exceeding them with intention, heart, and follow-through.”
– Jocellyn Perry, Director of Quality Assurance
Quality as a Promise, Not a Department
At Richmond Residential Services, Inc., quality is not a department — it’s a promise. A daily, active promise rooted in the belief that every individual deserves a life of dignity, safety, and self-determination. Our approach to quality is grounded in person-centered care and a deep respect for each person’s unique journey, choices, and needs.
From the moment someone enters our services, we begin with listening. We seek to understand their values, daily rhythms, preferences, and goals. Then, we adapt our support systems to meet them where they are — not the other way around. Whether someone lives in one of our group homes, supported apartments, or receives in-home or respite care, the foundation is the same: we tailor care around the individual to promote autonomy and well-being.
One of the most powerful ways we uphold our promise to quality is through our unwavering commitment to aging in place. To us, this means more than helping someone stay in their home. It means preserving their sense of place, their familiarity, their identity — and doing so with dignity, respect, and grace. This includes:
- Ensuring homes are accessible and safe, making structural modifications as needed
- Advocating aggressively for proactive, preventative healthcare
- Coordinating with external partners to offer wraparound services, including mobile primary care, behavioral health, and memory care
- Preparing our staff through ongoing training on aging, mobility support, and compassionate end-of-life care
- Offering hospice care in-home, ensuring comfort and dignity in life’s final season
This commitment also shows up in our staff development and organizational culture. New hires receive generous, competency-based training so they are well-prepared to provide the kind of care we value. Ongoing training is part of the job — not an afterthought — because our standard of care evolves with the people we serve.
At the heart of our quality practices is risk awareness and proactive planning. We integrate risk management directly into our service model to ensure that quality is not only achieved but sustained. This approach allows us to anticipate disruptions, make informed decisions, and continuously strengthen trust with those we serve. In every step, we strive to balance accountability with compassion — building systems that are both responsive and resilient.
At RRSI, quality is more than a benchmark — it’s who we are, how we serve, and what we promise every single day.