COA - Council On Accreditation

	Volunteer Mentoring Services

Introduction

Administration and Management

Service Delivery Administration Standards

Service Standards

Service Narrative (VM):

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 the boxes located in the Service Narrative template.

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.

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

the programs' service philosophy and approach to delivering services;
eligibility criteria;
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 to persons and families through contract in cooperation with other organizations or through a formal, coordinated service delivery system provide a list that identifies the providers and the services 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; f) average monthly number of clients served; and g) directions or a map to each program site from the main organization office
A demographic profile of persons and families served by the program(s) being reviewed under this service section with percentages representing the following: a) racial and ethnic characteristics; b) gender; c) age; d) major religious groups; and e) major language groups. Include an explanation of how the program ensures that it is providing culturally competent services
As applicable, a list of groups or classes including, for each group or class: a) the type of activity/group; b) whether the activity/group is short-term or ongoing; c) how often the activity/group is offered; d) the average number of participants per session of the activity/group, in the last month; and e) the total number of participants in the activity/group, in the last month
A list of any programs that were opened, merged with other programs or services, or closed
Two quarterly reports from the case record review process conducted for this service, with any related corrective action plans (See PQI 4.02/4.03)
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 for participants.

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 consumer satisfaction, number of clients served, number of visits, timeliness of assessments, 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
VM 1 Access to Service	Include description of mentor recruitment efforts in Service Narrative Part 1: Program Information	Outreach strategies and informational materials	Interview: Program director Relevant personnel
VM 2 Service Philosophy	Include Service Philosophy in Service Narrative Part 1: Program Information Policy prohibiting corporal punishment		Interview: Program director Relevant personnel Service recipients Mentors
VM 3 Screening and Assessment of Service Recipients	Screening and assessment procedures for service recipients Assessment tool and/or criteria included in assessment	Qualifications of personnel who conduct assessments	Interview: Program director Relevant personnel Service recipients Review case files for service recipients
VM 4 Screening and Selection of Mentors	Screening and assessment procedures and criteria for prospective mentors		Interview: Program director Relevant personnel Mentors Review case files for mentors
VM 5 Matching	Matching procedures Criteria for matching mentors and service recipients		Interview: Program director Relevant personnel Mentors Service recipients Parents/legal guardians of service recipients, when applicable Review case files for service recipients and mentors
VM 6 Mentor Orientation, Training, and Support	Table of contents of orientation and training curricula Include description of how mentors are supported in Service Narrative Part 1: Program Information	Documentation of orientation and training Orientation and training curricula	Interview: Program director Relevant personnel Mentors Review case files for mentors
VM 7 Relationship Development	Include in Service Narrative Part 1: Program Information description of any organizational expectations regarding: (1) the nature of the relationship, and (2) the frequency and duration of contact between the mentor and service recipient Include in Service Narrative Part 1: Program Information description of how the organization collaborates with personnel at the program site (for site-based programs, only) Include in Service Narrative Part 1: Program Information description of family involvement		Interview: Program director Relevant personnel Mentors Service recipients Families of service recipients, when applicable Review case files for service recipients and mentors
VM 8 Supervising and Monitoring Relationships	Procedures for monitoring and supervising matches, including contacts with: (1) mentors, (2) service recipients, and (3) family members of service recipients, when applicable Procedures for closing matches		Interview: Program director Relevant personnel Mentors Service recipients Families of service recipients, when applicable Review case files for service recipients and mentors
VM 9 Personnel	Program staffing chart that includes lines of supervision 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 Ratio of personnel to matches Procedures and criteria used for assigning and evaluating workloads	Job descriptions Documentation of training Training curricula	Interview: Supervisors Personnel Review personnel files

Fundamental Practice Standards:


Essential Life and Safety	Health and Welfare	Client Rights
VM 2.02, VM 4.01	VM 8.02, VM 8.03	VM 5.02, VM 5.03

RELATED FILES


	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.


	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.


	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.


	ELIGIBILITY The degree to which an individual, family, group, or community meets the specific criteria and qualifications required to receive goods, benefits, or services.


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


	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.


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


	CLIENT See service recipient.


	GRIEVANCE See COMPLAINT


	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.


	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.


	CASE RECORD A written compilation that describes the client and the services delivered. Records can be in hard copy and/or electronic format. The case record can be used as a source of information for quality improvement or other evaluation activities, for research purposes, or to demonstrate accountability to funding bodies.


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


	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.


	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


	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.


	CASE A general term used to designate clients (including individuals, families, and groups) served by an organization for purposes of monitoring the provision of services. A foster care case is generally based on the placement of an individual child, although casework for the child may include services to the child's family. A child protective services case is based on an entire family household if a family assessment model is used; otherwise a case is defined as a child.


	PARENTS Parents can include: birth, foster, kinship, and adoptive parents. Please see service standards for more specific information about use of this term.


	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.


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


	FAMILY Two or more people who consider themselves family and who assume obligations, functions, and responsibilities generally essential to healthy family life. Child care and child socialization, income support, long-term care, and other caregiving are among the functions of family life. The definition of "family" will rest with an individual's indication of who plays a family member role, including current or former foster family, adoptive family, extended family members, fictive kin, or significant others. Organizations that believe family is the central constellation in a child's life, and that family attachments are of primary importance for human development, will strive to work with professional staff to develop a common understanding of "family."


	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.


	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.


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


	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.