DRCM 5: Service Monitoring and Re-Assessment
ensures continuity of service and care, and timely adjustments to service provision when the individual’s or family
’s needs and circumstances change.
Every individual participates in service monitoring, to include:
- confirmation, usually within one or two working days, that a service has been initiated according to the plan;
- verification, usually within 15 working days, that the service is appropriate and satisfactory;
- follow-up every month at a minimum, or as needed; and
- immediate response to any complaints or problems that develop in the delivery of service or with the person receiving services.
The organization tailors the type and frequency of service monitoring according to the needs of persons receiving services, frequency and intensity of service provided, barriers and resources that emerge, and frequency of contact with informal caregivers
and cooperating providers.
A re-assessment is conducted within five working days when there is a change in the individual or family’s status or circumstances, or a new issue or resource arises.
An organization that, due to contractual requirements, is unable to conduct re-assessments according to these timeframes can modify them to meet the needs and goals of the population served.
The worker and a supervisor, or a clinical, service, or peer team, review cases routinely, consistent with established timeframes, to assess:
- recovery plan implementation;
- the service recipient's progress toward achieving goals and desired outcomes; and
- the continuing appropriateness of service goals.
Interpretation: Experienced workers may conduct reviews of their own cases. In such cases, the worker's supervisor reviews a sample of the worker's evaluations as per the requirements of the standard. A peer or committee review can supplement supervisor reviews, as required.
Disaster Recovery case management is time limited. Case reviews should be conducted within meaningful timeframes that take into account the nature of the disaster, issues and needs of persons receiving services, the frequency, duration, and intensity of services provided, and resources available.
The worker and family regularly review progress toward achievement of agreed upon goals and sign revisions to service goals and plans.