CLIENT

See service recipient.		  
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  SERVICE

One or more organization-operated programs or activities that have a common general objective and deploy the organization's material and human resources in a planned and systematic manner. An organization that publicly promotes or identifies itself in writing as offering a service, is licensed to deliver a service, assigns personnel and/or space to a service, or allocates financial resources to a service is considered to offer that service.		  
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  MANDATED CLIENT

See INVOLUNTARY CONSUMER		  
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  PROGRAM

A system of services offered by an organization. For example, an organization providing a mental health service may offer several mental health programs to different populations, e.g., a mental health program for adolescent teens. The word "program" can be used interchangeably with the word "service" or to describe specific programs.		  
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  DISCHARGE

See CASE CLOSING 		 
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  TERMINATION

See CASE CLOSING 		 
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  COMPLAINT

An expression of verbal or written dissatisfaction that can include, but is not limited to, services, manner of treatment, outcomes, or experiences. For employees or volunteers, dissatisfaction can include personnel matters such as supervision, evaluations, promotions or demotions, the work environment, and overall treatment. The term is synonymously used with GRIEVANCE.		  
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  GRIEVANCE

See COMPLAINT 		 
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  PROCEDURES

Written instructions that outline the steps for performing a task(s) or operationalizing an administrative or service delivery process. A procedure can be written as a step-by-step set of instructions or as a narrative description of a process. A procedure tells someone how to do something not just what to do.

Unlike policies, procedures do not need to be approved or reviewed by the governing body, and need not be associated with a specific policy. For example, whereas a broad anti-discrimination policy requires grievance or other procedures in order to be operationalized within an organization, assessment procedures do not require a governing body approved assessment policy.

Note: Procedures are sometimes referred to as administrative policies.

  
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  LEGAL GUARDIAN

A person who has legal responsibility for the care and management of a person incapable of administering his/her own affairs. In the case of a minor child, the guardian is charged with the legal responsibility for the care and management of the child and of the minor child's estate.		  
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  PRACTICE

Established actions or ways of proceeding in the regular performance of organizational duties. Policies and procedures often guide practice.		  
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  TRAINING

Instruction so as to make fit, qualified, or proficient in a skill or body of knowledge.		  
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  PERSONNEL

The body of employees and/or volunteers that carries out the organization's tasks under the organization's administration and/or supervision. This definition does not include foster parents who are specifically referenced in relevant standards		  
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  SPECIAL NEEDS

A designation used in reference to conditions or characteristics of a person that reflect a need for special care, services, or treatment. When the term is used in the context of adoption services, special needs refers to conditions that make a child harder to place for adoption. This includes children who are members of sibling groups, older children, children with disabilities, children of certain racial /ethnic backgrounds, etc. When the term is used in the context of foster care it refers to the need for a higher degree of specialized case services and attention due to mental and physical disabilities. When the term is used in the context of out-of-school time services, a child or youth may have special physical, behavioral, medical, emotional, or cognitive needs that should be addressed or accommodated. The term is also used in other contexts. See also DEVELOPMENTAL DISABILITIES.		  
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  CONSUMER

The individual, family, group, or community that seeks or receives services.		  
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  PLANNING

The process of specifying objectives, evaluating the means for their achievement, and exercising deliberate decision making about appropriate courses of action.		  
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  CASELOAD

The aggregate number of clients and/or consumers of service (including individuals, families, and groups) for whom a given employee is responsible. See also WORKLOAD 		 
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  ASSISTIVE TECHNOLOGY

The commercial or custom-designed devices, modifications, accommodation strategies, and/or related technical services that help persons with disabilities increase, maintain, or improve their functional capabilities.		  
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  SERVICE PLAN

A written plan of action based on the assessment of consumer needs and strengths that identifies problems, sets goals, and describes a strategy for achieving those goals and engaging in joint problem solving with the consumer. Also known as a "treatment plan".		  
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  MEDICATION

A prescribed or over-the-counter drug that is injected, taken orally, applied topically, or otherwise administered.		  
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  SERVICE RECIPIENT

The individuals, groups, organizations, or communities that use, receive, or benefit from programs and services. Service recipients can include consumers, patients, family members, legal guardians, advocates, public/private organizations, employers, and purchasers. All are regarded as significant stakeholders served in a variety of agencies and practice settings.		  
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Client Rights
  
Private Org Public Agency  

CR 1: Protection of Rights and Ethical Obligations*

 

The organization protects the legal and ethical rights of all clients by:

  1. informing clients of their rights and responsibilities;
  2. providing fair and equitable treatment; and
  3. providing clients with sufficient information to make an informed choice about using the organization and its services.
Interpretation: Although mandated clients may be required to attend a program, they should still have the right to refuse particular aspects of service or treatment unless mandated by law or court order, as addressed in CR 1.07.
Interpretation: Individuals receiving Adult Guardianship (AG) services should retain as much personal responsibility and self-determination as possible given their assessed capacity, the court order, and state law. Refer to AG for more information on appropriately involving the client in decision-making.

CR 1.01

 

At initial contact clients receive and are helped to understand a written summary of their rights and responsibilities, including:

  1. a description of the client's rights, including the obligations the organization has to the client;
  2. basic expectations for use of the organization’s services;
  3. hours that services are available;
  4. rules, expectations, and other factors that can result in discharge or termination of services; and
  5. a clear explanation of how to lodge complaints, grievances, or appeals.
related NET 7.08,  NET 7.09

Interpretation: If a client is disoriented or suffering from impaired cognition at initial contact, the summary of client rights and responsibilities should be provided at an appropriate time. When working with individuals who have been deemed incapacitated by the court, the depth or content of information provided may vary based on the individual’s assessed capacity to understand the information, the court order, and state law.

Interpretation: The organization's explanation of how to lodge complaints, grievances, or appeals should include informing clients about their right to file a complaint with the appropriate public authority or regulatory body.

Interpretation: For networks, when the scope of a network's services includes service authorization and placement decisions, the client's right to appeal placement and authorization decisions are outlined in written network client rights and responsibilities material available to clients, and in the provider manual or other document outlining network operational procedures.

CR 1.02

 
A written summary of client rights and their responsibilities is posted in the reception areas of all service delivery locations.

CR 1.03

 
The organization states in writing circumstances under which it will serve minors without consent from a parent or legal guardian, and provides this information upon request.
NA The organization does not serve minors without consent from a parent or legal guardian.

CR 1.04

 
Clients are informed of their responsibility to provide relevant information as a basis for receiving services and participating in service decisions.
NA The organization provides Adult Guardianship only.

CR 1.05

 

Clients have the right to fair and equitable treatment including:

  1. the right to receive services in a non-discriminatory manner;
  2. the consistent enforcement of program rules and expectations; and
  3. the freedom to express and practice religious and spiritual beliefs.
Interpretation: Program information, other print materials, electronic media, and trainings are presented in a non-discriminatory manner, using non-stigmatizing language.

CR 1.06

 

The organization accommodates the written and oral communication needs of clients by:

  1. communicating, in writing and orally, in the languages of the major population groups served;
  2. providing, or arranging for, bilingual personnel or translators or arranging for the use of communication technology, as needed;
  3. providing telephone amplification, sign language services, or other communication methods for deaf or hearing impaired persons;
  4. providing, or arranging for, communication assistance for persons with special needs who have difficulty making their service needs known; and
  5. considering the person's literacy level.

Interpretation: Basic program information is available in languages representative of consumer groups. Organizations that fully implement CR 1.06 proactively reach out to ensure that all individuals can use its services and fully participate in planning. The organization has sufficient numbers of bilingual personnel for all programs in which confidential interpersonal communication is necessary for adequate service delivery. There is a bilingual worker on staff for each language group large enough to comprise an average-sized caseload.

Trained translators or interpreters are available in other instances or in non-counseling services when bilingual personnel are not available. Assistive technology, such as amplification for hearing-impaired persons or a language telephone line, is used when appropriate.

CR 1.07

 

Clients participate in all service decisions and have the right to:

  1. request an in-house review of their care, treatment, and service plan;
  2. refuse any service, treatment, or medication, unless mandated by law or court order; and
  3. be informed about the consequences of such refusal, which can include discharge.
Interpretation: When the client is a minor, or an adult under the care of a guardian, the organization follows applicable laws or regulations governing the right of the parent or legal guardian, to refuse service, treatment, or medication unless mandated by law or court order. Adult guardianship workers should refer to the court order and state law when determining an appropriate level of involvement for each service recipient. See AG 8 for more information on including the client in service decisions.

CR 1.08

 

Clients receive a schedule of any applicable fees and estimated or actual expenses, and are informed prior to service delivery about:

  1. the amount that will be charged;
  2. when fees or co-payments are charged, changed, refunded, waived, or reduced;
  3. the manner and timing of payment; and
  4. the consequences of nonpayment.
Interpretation: When working with individuals who have been deemed incapacitated by the court, the depth or content of information provided may vary based on the individual’s assessed capacity to understand such information, the court order, and state law.
NA The organization does not charge the client any fees, co-payments, or other forms of payment in exchange for services.
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PURPOSE: The rights and dignity of clients are respected throughout the organization.
 
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