COA - Council On Accreditation

	Community Change Initiatives

Introduction

Administration and Management

Service Delivery Administration Standards

Service Standards

Service Narrative (CCI):

Part 1: Program Information

Organizations may complete one template for all programs, or a separate template that addresses each program being reviewed under this section. Provide responses in each box provided.

Organizations being accredited for the first time: Please provide information for the last year.

Organizations being reaccredited: Please provide information for the period since the last accreditation review.

1. Describe any significant changes, challenges, awards received, changes in funding, or obstacles faced by the organization with regard to its community change initiatives.

2. Provide an overview of the program(s) being accredited under this section. The overview should describe:

the programs' service philosophy and approach to delivering services;
any unique programs or special services provided to specific populations;
major funding streams; and
any additional information referenced in the Table of Evidence.

3. If service components are provided through contract in cooperation with other organizations or through a formal, coordinated service delivery system provide a list that identifies the providers and the service components for which they are responsible. Do not include services provided by referral.

4. Provide any other information your organization would like the peer review team to know about these programs.

Attachments

A list of all program sites, including the following information for each program site: a) name of program/site director; b) address; c) phone number; d) hours of operation; e) number of FTEs; and f) directions or a map to each program site from the main organization office
A demographic profile of stakeholders involved in the initiative(s) being reviewed under this service section with percentages representing the following: a) racial and ethnic characteristics; b) major religious groups; c) major language groups; d) gender (when stakeholders are individuals); and e) age (when stakeholders are individuals). Include an explanation of how the program ensures that it is culturally competent
Two quarterly reports of accidents, incidents, and grievances related to this service (See RPM 2.02)
All COA-approved NA Requests
A list of all NAs applicable to your organization provided within the standards

Part 2: Program Outputs and Outcomes

Provide a response in each box describing how the program is making progress toward achieving its aims, and achieving better results.

1. A summary of where the organization is in the development of its program for measuring program quality and outcomes, specific to the service.

2. A list or description of program outputs and desired outcomes and any outputs and outcomes being measured including measurement tools used.

Note: Program outputs may include number of stakeholders engaged, number of activities or projects implemented, stakeholder/community satisfaction, etc.

3. An overview of the organization's process for analyzing data.

4. Examples of program improvements made based on the outcomes data.

Attachments

Outcomes measurement/data collection procedures
Outcomes results reported for the previous two quarters


	Self-Study Documents	On-Site Documents	On-Site Activities
CCI 1 Service Philosophy	Include Service Philosophy in Service Narrative Part 1: Program Information		Interview: Program director Relevant personnel Stakeholders
CCI 2 Community Partnerships	List of community partners and stakeholders Outreach procedures and informational materials Procedures for communicating and collaborating with stakeholders, including procedures for collecting stakeholder feedback Procedures for group decision making Include description of the roles/ responsibilities of the organization and stakeholders, in Service Narrative Part 1: Program Information Include description of how the organization builds trust and addresses conflicts in Service Narrative Part 1: Program Information	Evidence of collaboration with stakeholders (i.e., meeting notices, meeting agendas, meeting minutes, correspondence, documentation of decisions)	Interview: Program director Relevant personnel Stakeholders Observe community meetings, if possible
CCI 3 Developing Partners’ Capacities and Connections	Include description of techniques used to develop stakeholders’ capacities and connections, in Service Narrative Part 1: Program Information Procedures for linking stakeholders to opportunities provided by other organizations, agencies or parties Table of contents of training curricula, if applicable	Training curricula and/or other relevant materials, if applicable	Interview: Program director Relevant personnel Stakeholders Observe community trainings or activities, if possible
CCI 4 Community Assessment	Copy of community assessment Assessment procedures Assessment tools and/or criteria included in assessment Include description of the initiative’s vision and priorities in Service Narrative Part 1: Program Information	Evidence of collaboration with stakeholders (i.e., meeting notices, meeting agendas, meeting minutes, correspondence, documentation of decisions)	Interview: Program director Relevant personnel Stakeholders
CCI 5 Planning	Copy of the initiative’s plan Planning procedures	Evidence of collaboration with stakeholders (i.e., meeting notices, meeting agendas, meeting minutes, correspondence, documentation of decisions)	Interview: Program director Relevant personnel Stakeholders Observe community meetings, if possible
CCI 6 Implementation of the Initiative’s Plan	Include rationale for how activities and projects promote the goals specified in the initiative’s plan, in Service Narrative Part 1: Program Information	Documentation that demonstrates implementation of projects and activities (e.g., letters confirming projects and activities)	Interview: Program director Relevant personnel Stakeholders Observe community activities and projects, if possible
CCI 7 Assessing and Sustaining Progress	Procedures for communicating and collaborating with stakeholders, including procedures for collecting stakeholder feedback Procedures for monitoring and reevaluating the initiative’s plan Copy of the initiative’s revised plan with revisions highlighted, if applicable Include description of how the organization promotes leadership development in Service Narrative Part 1: Program Information Copies of agreements with stakeholders stating when/how the organization will transition out of the initiative, if applicable Evidence provided in Service Narrative Part 2: Program Outputs and Outcomes		Interview: Program director Relevant personnel Stakeholders
CCI 8 Personnel	List of personnel that includes: name title degree held and/or other credentials FTE or volunteer length of service at the organization time in current position Table of contents of training curricula Procedures and criteria for assigning and evaluating workloads Program staffing chart that includes lines of supervision	Job descriptions Training curricula Documentation of training	Interview: Program director Relevant personnel Review personnel files

Fundamental Practice Standards:


Essential Life and Safety	Health and Welfare	Client Rights

RELATED FILES


	COMMUNITY A specific group of people living in the same locality and who may share a common culture, values, and norms. Communities can also be defined by race, religion, ethnicity, age, occupation, political status, tribal affiliation, interest in particular problems or outcomes, or other common bonds. The term "community" encompasses worksites, schools, tribes, residential neighborhoods, business districts, recreational areas, and health and human service sites.


	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.


	ACCREDITATION The formal evaluation of an organization against accepted criteria or standards. A professional society, non-governmental organization, or a governmental agency may conduct accreditation activities. A COA-accredited organization has undergone a period of rigorous self-study and is capable of providing programs and services that meet or exceed COA standards.


	SERVICE PHILOSOPHY The theoretical framework that describes and explains an organization's approach to service.


	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.


	CONTRACT A formal written agreement between two or more parties that specifies the services, space, or products to be provided in exchange for some form of compensation. Also known as "purchase of service arrangement."


	PEER REVIEW An evaluation process in which professionals from similar backgrounds review the work of their associates.


	STAKEHOLDER Any person, group, or organization that has a vested interest in the services provided by the organization. Examples: clients, consumers, personnel, funding organizations, referral organizations, vendors, and governmental bodies.


	MAJOR LANGUAGE GROUP The presence of a substantial core of people in both the community and the client population that share a language.


	QUALITY In this context, the extent to which contemporary and generally recognized standards for professional practice are met and exceeded, and desirable service outcomes achieved.


	GRIEVANCE See COMPLAINT


	OUTREACH Contact initiated by a provider to identify persons in need of services, to provide information to them about services and benefits, and to encourage the use of appropriate services.


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


	ASSESSMENT An evaluation, which utilizes professional expertise and skills in the collection and analysis of data to understand and describe the nature of service needs of an individual, family, or group. Assessment, as in needs assessment, is also used to determine priorities of program planning and service development for the organization as a whole. See also DIAGNOSIS.


	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


	CRITERIA Systematically developed, objective, and quantifiable statements used to assess the appropriateness of specific decisions, services, and outcomes.


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


	MONITORING An evaluation involving a periodic review of consumer services, organizational activities, or conduct. Specifically, monitoring is an activity of case coordination, whereas more broadly, monitoring is an evaluation technique used in overall quality assurance.


	LEADERSHIP A nonprofit organization's leadership consists of its governing body, chief executive officer, and may also include its senior management. In a public agency the term refers to the agency head and administration team. The term "leadership" is not generally applied to for-profit organizations. With respect to COA standards, in for-profit organizations the term leadership applies to the owner and board of directors if one exists.


	VOLUNTEER An individual who performs services for an organization for civic, charitable, or humanitarian reasons, without promise, expectation, or receipt of compensation for services rendered. Such service must be offered freely and without pressure or coercion, direct or implied, from an employer. If the individual is otherwise employed by the same employer for which s/he volunteers, the individual cannot volunteer to perform the same type of services that s/he is paid to perform as an employee.


	WORKLOAD The amount of work assigned to or expected from a person within a specified period of time. See also CASELOAD.


	SUPERVISION Assumption of responsibility for directly overseeing and evaluating the work or work products of personnel within an organization. Also includes inspecting the act or process of accomplishing a function or activity.


	JOB DESCRIPTION Explicit obligations and specific tasks required of personnel as a condition of employment. Such descriptions are in writing and may include educational, experiential, and skill requirements associated with the job.