National Quality Award Silver Series

Thank you for your interest in the AHCA/NCAL National Quality Award Program! The Silver Award is the second step in the Quality Award journey. Applicants are required to have received a Bronze Quality Award before applying at the Silver level. If you have questions regarding your eligibility, please contact

In addition to the Organizational Profile, Silver applicants respond to the seven Baldrige categories and the basic and select overall item requirements within these categories. This allows Silver applicants to begin focusing on the Baldrige Criteria as an integrated management system and provides a clear pathway for recipients moving to Gold.

This series can serve as a team building experience for your staff. We suggest that you form an application team that views the videos together and then completes the responses to the criteria as a team effort. This will result in a better application, greater understanding of the foundational elements of quality in your center, and enhanced excitement as your center engages in the program.

Also, many AHCA/NCAL state affiliates conduct classroom-based workshops each year. Typically, these are facilitated by local Senior and Master Examiners from the program. Many use this series as part of their workshops - contact your AHCA/NCAL state affiliate to see if a workshop is scheduled in your state. 

Before beginning the application process, you should review the 2020 Silver Application Packet, containing the important program information and instructions, as well as the Silver criteria. In addition to this series of videos, you'll find many other resources on the Quality Award website.

A special thank you to our 2020 AHCA/NCAL National Quality Award Sponsors:



Permission to use, copy and/or distribute any documentation and/or related images from this series shall be expressly obtained from AHCA.

Jeff Calhoun (Moderator)

Lead Senior Examiner and Judge

Over the past 25 years, Geoffrey (Jeff) Calhoun has developed an extensive background in leadership, business management and strategic thinking.  With over two decades of direct management experience in business operations, including full balance sheet and profit and loss responsibility, Jeff has the proven ability to grow revenues, address expense issues, and lead an organization. His ownership of the strategic planning and performance measurement processes for a manufacturing company with 30 locations provided invaluable experience in balancing the needs of customers, employees and stakeholders. Jeff led the development and implementation of an integrated management system that resulted in “same store” incremental sales and EBIT both exceeding industry averages by over 40% over a five-year period. He recently established Calhoun Consulting Partners, LLC to bring his experience to interested organizations.

Jeff is a nationally recognized expert in the use of the Baldrige Performance Excellence Framework after 20 years as a Lead Senior Examiner and Judge at the national and state levels. He is currently on the Panel of Judges for the AHCA/NCAL National Quality Award process and previously served as a member of the Panel of Judges for the Illinois Performance Excellence Award and Governor’s Sterling (Florida) Award processes. Jeff has led 20 Baldrige-based Site Visits during his career as a Lead Senior Examiner, reviewing operations in a wide variety of organizations.

Most recently, Jeff was Director- Business Excellence for Baxter International, a $14 billion global company.  In that role, he was a LEAN/Six Sigma Master Black Belt and led an international team of 15 experts that conducted organizational assessments, identified opportunities for improvement, trained Black Belts and Green Belts, and coached or led projects to address these needs with appropriate DMAIC improvement techniques.  These projects resulted in $8-15 million in annual savings. He also led the development and implementation of a global complaint handling system. In addition, Jeff developed and managed an innovative, global, web-based Best Practice Conference that allowed 300 remote Baxter users to learn and improve.

During his management career, Jeff experienced the challenges of turning around an operation that had lost permanent market share and directing the closure of a union production facility. The plans implemented to address these issues resulted in a 30% increase in EBIT in the Manufacturing Group that he managed. In addition, his operations won Supplier Excellence Awards from several customers during his tenure.

Jeff has managed the corporate quality function, directing the development of a quality system that met several industry standards, including ISO-9001, QS-9000 and AS-9000. He also led the engineering department, assuring equipment and facilities upgrades were aligned with overall company objectives.

Jeff co-authored a whitepaper, The Foundations of Leadership in Baldrige Winning Organizations, for the National Center for Healthcare Leadership that was published in Modern Health magazine.

In 2010, Jeff was recognized with the Excellence in Leadership Award by Illinois Performance Excellence, formerly known as the Lincoln Foundation for Performance Excellence, an honor presented to individuals who serve as role models and leaders not only in their organizations but also in their industry.

Jeff holds a BA degree from Dartmouth College in Hanover, NH.

Tim Case

National Quality Award Program Administrator, AHCA

Tim Case was the principal developer of the AHCA/NCAL National Quality Award Program in 1993. For the past 20 years he has been the administrator of the program, which has grown to be not only the premier award for organizational quality in long term care, but also the largest Baldrige-based program in the country. Tim has served on the faculty of the Virginia Tech College of Education, as the Deputy Director of the Quality Care Health Foundation, as AHCA's Senior Advisor for Quality and as a Health Care Policy Analyst for the U.S. Senate.

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