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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  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.		  
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  CONSUMER

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

See service recipient.		  
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  INTAKE

The client's entry point for services at which eligibility is assessed against established criteria and a preliminary evaluation of the presenting problem occurs.		  
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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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  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.		  
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  EVALUATION

The review and assessment of organizational operations, programs and services.		  
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  CRISIS INTERVENTION

The immediate response to the acute needs of a person in crisis including referral to appropriate community resources, advocacy, support, or direct assistance.		  
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  MANAGEMENT

See ADMINISTRATION		  
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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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  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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Network Administration
  
Private Org Public Agency  

PA-NET 5: Access to Network Services

 
The network's service delivery system is characterized by triage of need and timely access to services.

PA-NET 5.01

 
Information about how to access network services is available to the public and is included in information provided to clients at intake.

PA-NET 5.02

 

The network, as appropriate to the service requested:

  1. accepts referrals through established access points or another functionally equivalent approach to providing accessible care;
  2. establishes access guidelines that result in prompt telephone response and low telephone abandonment rates; and
  3. responds to non-urgent requests for services with an offer of an appointment within a week of the initial call.

PA-NET 5.03

 

Networks that pre-authorize services or provide emergency services:

  1. maintain cost-free telephone accessibility at all hours;
  2. provide intake, assessment, and admission or referral 24 hours-a-day, seven days a week; and
  3. have mobile capability and can send practitioners or teams into the home, school, emergency room or police department for purposes of immediate evaluation and crisis intervention, when necessary.
NA The network management entity does not pre-authorize services or provide emergency services.

PA-NET 5.04

 

Access to emergency and crisis intervention services is available 24 hours-a-day, seven days a week, and:

  1. emergency care is available immediately, within six hours or less of an initial call; and
  2. urgent care is available within 24 to 72 hours of the initial call.

PA-NET 5.05

 
Triage and critical care decision-making are carried out by, or under the direct supervision of, experienced and/or licensed personnel.
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PURPOSE: Network services are delivered to a defined population through an integrated network of providers with the goal of ensuring optimal access, quality of care, and consumer satisfaction.
 
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