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.		  
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  MANAGEMENT

See ADMINISTRATION		  
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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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  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.		  
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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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  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. 		 
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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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  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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  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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  EVALUATION

The review and assessment of organizational operations, programs and services.		  
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  PERFORMANCE

A measure of how well an organizational system provides services to consumers. Performance is often based on key indicators, such as rates of service, cost per consumer, degree of satisfaction with services, and extent of consumer access to services.		  
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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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  APPROPRIATENESS

The degree to which a particular service, placement, treatment, intervention, or activity is: best suited to an individual's needs; not excessive, unduly intrusive, or restrictive; anticipated to be effective in achieving the desired and specified outcomes; and adequate or sufficient in quantity to address the problem.		  
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  SAMPLE

A portion or representative percentage of a greater whole.		  
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  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."		  
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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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Juvenile Justice Case Management Services
  
Private Org Public Agency  

PA-JJCM 6: Service Monitoring and Supervision

 
Regular supervision and monitoring allow the agency to ensure delivery of appropriate services, evaluate progress, and keep the community safe.

PA-JJCM 6.01

 

The intensity of supervision, including frequency of contacts required, is:

  1. based on youths’ risks and needs; and
  2. specified in the service plan.
Interpretation: When possible contacts should occur in a variety of settings, including youths’ homes and communities, rather than being restricted to the agency’s offices. The number of contacts required may decrease with time and demonstration of progress. Electronic monitoring devices may be used to supplement supervision, but should not be used in place of personal contact.

PA-JJCM 6.02

 

Service monitoring includes:

  1. confirmation that services have been initiated;
  2. ongoing verification that youth have been engaged and continue to participate in services;
  3. attention and response to any complaints or problems that develop during service delivery; and
  4. evaluation of performance and progress.

PA-JJCM 6.03

 

The worker and a supervisor, or a team of relevant personnel, review the case quarterly to assess:

  1. service plan implementation;
  2. progress toward achieving service and treatment goals and desired outcomes;
  3. the continuing appropriateness of service and treatment goals and timeframes; and
  4. the level of supervision needed, including the number of contacts required.
Interpretation: Timeframes for review can be adjusted depending upon youths’ risks and needs, and the anticipated duration of service. Experienced workers may conduct reviews of their own cases. In such cases, their supervisors should review a sample of their evaluations.

PA-JJCM 6.04

 
Personnel, youth, and family members regularly review progress toward achievement of goals, and sign revisions to goals and plans.

PA-JJCM 6.05

 

When it is necessary to search youth or their property, trained personnel do so according to procedures that:

  1. are consistent with applicable state and federal law;
  2. define when there is reasonable cause to conduct a search;
  3. minimize the invasiveness of the search;
  4. respect youths’ dignity; and
  5. establish a process and timetable for administrative review.
Interpretation: When possible, personnel should receive permission from their supervisors prior to conducting a search. Agencies should conduct more invasive searches only when there is reason to do so, and demonstrate that these searches are: (1) conducted by qualified staff, and (2) accompanied by an increased level of administrative review.
NA The agency does not conduct searches.

PA-JJCM 6.06

 
The agency appropriately and consistently documents, reviews, and reports incidents of youth noncompliance.
Interpretation: The agency should follow any applicable policies, procedures or other rules for reporting infractions to the court or other party with jurisdiction over youth.
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PURPOSE: Juvenile Justice Case Management Services coordinate the services and supervision that can help youth address problems and develop the attitudes and skills needed to make responsible choices, avoid negative behaviors, and become productive, connected, and law-abiding members of their communities.
 
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