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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  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.		  
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  REFERRALS

Resource suggestions provided to consumers to address problems or needs that are beyond the scope of the organization's mission.		  
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  CONNECTED

The means by which individuals access services that may or may not be provided by the organization itself. These terms are used interchangeably when individuals are connected to services either directly or by referral. See also LINKED.		  
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  ELIGIBILITY

The degree to which an individual, family, group, or community meets the specific criteria and qualifications required to receive goods, benefits, or services.		  
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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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Counseling, Support, and Education Services
  
Private Org Public Agency  

PA-CSE 6: Information and Referral Services

 

The agency provides information about available community resources and makes referrals or connections as appropriate to the individual's identified needs.

NA The agency does not provide information or referral services.

PA-CSE 6.01

 

Individuals are promptly referred or connected to appropriate resources.

PA-CSE 6.02

 

The agency maintains, or has access to, an up-to-date file of reliable community resources that includes:

  1. name, location, and telephone number;
  2. contact person;
  3. services offered;
  4. languages offered;
  5. fee structure; and
  6. eligibility requirements.

PA-CSE 6.03

 
The agency collects and periodically summarizes data on community needs and available resources, and shares summaries with the community.

PA-CSE 6.04

 

Written procedures address the provision of information and referral crisis situations including:

  1. providing intervention and stabilization;
  2. connecting the individual to more intensive services, and
  3. contacting emergency responders as appropriate.
Interpretation: Crisis situations can include those involving victims of violence, individuals threatening suicide, medical crises, child endangerment, and other emergency situations.
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PURPOSE: Individuals and families who participate in Counseling, Support, and Education Services identify and build on strengths, develop skills to manage situational change, access appropriate community support and resources, and improve functioning in daily activities at home, at work, and in the community.
 
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