Improving quality at the point of service

The authors provide a research-based construct of youth program quality that differentiates safety, support, interaction, and engagement, four important issues for practitioners working with youth in the middle years. They describe two tools that have helped direct staff to be intentional about creating offerings that are appropriate for early adolescents: the focusing idea of point-of-service quality and the technology of observational assessment. They describe how these tools can be used to create cultures of accountability and intentionality that extend across program levels.