COA - Council On Accreditation

	Child Protective Services

Introduction

Administration and Management

Service Delivery Administration Standards

Service Standards

Service Narrative (CPS):

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
CPS 1 Access to Service	Include description of the community education program in Service Narrative Part 1: Program Information	Informational materials provided to the community	Interview: Person responsible for community education
CPS 2 Community Partnership	Include description of local community partnerships in Service Narrative Part 1: Program Information	Collaborative agreements or contracts, when applicable Minutes or other planning documents, if available	Interview: Agency head or the person responsible for community partnerships
CPS 3 Service Philosophy	Include Service Philosophy in Service Narrative Part 1: Program Information		Interview: Program director Relevant personnel
CPS 4 Screening	Include description of the access line and how it is publicized in Service Narrative Part 1: Program Information Screening procedures Procedures for identification and notification in ICWA cases Criteria for decision making	Coverage schedule for personnel that screen reports Indian Child Welfare Act information provided to families Copies of tribal state agreements, when applicable	Interviews: Program director Supervisors Screening personnel Review case records
CPS 5 Investigation	Investigation procedures Sample of information about rights and responsibilities given to parents Procedures for risk assessment Copy of the risk assessment tool	Collaborative agreements or contracts, when applicable	Interview: Supervisors Investigators Review case records
CPS 6 Safety Assessments	Procedures for safety assessment and safety planning Copy of the safety assessment tool	State regulatory or administrative requirements that define intervals for safety assessments	Interview: Program director Supervisors Relevant personnel Review case records
CPS 7 Assessment	Assessment procedures Copy of the assessment tool		Interview: Program director Supervisors Relevant personnel Review case records
CPS 8 Service Planning and Monitoring	Service planning and monitoring procedures	Documentation of case review	Interview: Program director Supervisors Relevant personnel Persons served Review case records
CPS 9 Child Protective Case Management Services	Include description of case management services in Service Narrative Part 1: Program Information Guidelines or description of worker visits	Community resource and referral list Contracts or service agreements with community providers	Interview: Program director Supervisors Relevant personnel Review case records
CPS 10 Removing Children from the Home	Procedures for establishing voluntary agreements and submitting court petitions Procedures or protocols for removing a child	Domestic violence protocol, if available	Interview: Program director Supervisors Relevant personnel Review case records
CPS 11 Child Placement	Placement Procedures Include in Service Narrative Part 1: Program Information descriptions of: available out-of-home care services; the level of care assessment process; and supports and services provided to children that experience multiple placements		Interview: Supervisors Relevant personnel Review case records
CPS 12 Child and Youth Permanency	Procedures for permanency planning		Interview: Program director Supervisors Relevant personnel Review case records
CPS 13 Case Closing	Case closing procedures		Interview: Program director Supervisors Relevant personnel Review case records
CPS 14 Personnel	Program staffing chart that includes lines of supervision List of program 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 Chart that specifies caseload size, per worker for the past six months Procedures and criteria used for assigning and evaluating workload	Supervisory schedule for 24-hour coverage Procedures for overtime compensation Data describing staff turnover Documentation of training Job descriptions Training curricula	Interview: Supervisors Personnel Review personnel files

Fundamental Practice Standards:


Essential Life and Safety	Health and Welfare	Client Rights
CPS 4.01, CPS 4.04, CPS 4.05, CPS 5.01, CPS 5.04, CPS 5.05, CPS 5.06, CPS 9.04, CPS 10.01, CPS 13.01	CPS 10.03, CPS 14.05	CPS 4.03, CPS 5.02

RELATED FILES


	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.


	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."


	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


	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.


	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.


	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.


	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.


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


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


	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


	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.


	SCREEN A preliminary test administered to a client to determine whether he/she meets eligibility criteria for the services offered by an organization.


	INDIAN CHILD As defined in the Indian Child Welfare Act (ICWA), "Any unmarried person who is under age eighteen and is either (a) a member of an Indian tribe or (b) eligible for membership in an Indian tribe and is the biological child of a member of an Indian tribe." For purposes of compliance with ICWA, the definition provided in the Act shall apply. For purposes of access to services and resources, other more inclusive definitions may apply (e.g. Indian Education Act, tribal definitions, etc.).


	SAMPLE A portion or representative percentage of a greater whole.


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


	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.


	CASE REVIEW A regular and periodic examination of a consumer's service needs, service delivery goals and objectives, intervention plans, prognoses, and the timelines required to achieve them. The direct service provider and supervisor frequently conduct the case review, but it may also involve others, as in an interdisciplinary or inter-organizational case conference. The client, or the parent or legal guardian in the case of a minor, are included in his/her periodic case review by the team.


	PROTOCOLS Instruments and procedures used to accomplish a particular goal, activity, or purpose.


	OUT-OF-HOME CARE Services for persons living in environments outside of their usual households. Foster Care Services are considered to serve persons in out-of-home care.


	CASE CLOSING A voluntary or involuntary process which occurs when an organization no longer assumes responsibility for providing services to a particular individual, group, or family. Also known as "termination" or "discharge."


	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.


	PROGRAM PERSONNEL All direct service and administrators or supervisors of direct services that are involved in the operation of the organization's social service programs. "Program personnel" does not include MIS, accounting, facilities, clerical, or other staff that are not involved in the provision or oversight of direct services.


	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.


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


	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