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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  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 		 
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  CLIENT

See service recipient.		  
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  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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Adult Guardianship
  
Private Org Public Agency  

PA-AG 7: Frequency of Contact

 
Caseload sizes support regular contact with individuals and the achievement of desired outcomes.

PA-AG 7.01

 
Guardianship services are available 24 hours a day, 7 days a week.
Interpretation: Agencies may utilize a rotating on-call system using pagers or cell phones to ensure someone from the agency is available for after-hour emergencies. This should include methods for accessing client records so on-call staff have access to the summary of authorities granted by the court-order and documentation of work that has been done on the case.

PA-AG 7.02

 

Guardianship workers are able to effectively manage their workload, and cases are assigned according to a formalized system that takes into consideration:

  1. the identified needs of the service population;
  2. the complexity and status of the case such as the individual's living situation, the type of guardianship being provided, or the existance of complex medical conditions;
  3. size of geographical area covered;
  4. the qualifications and competencies of the worker and the supervisor;
  5. services provided by other professionals or team members such as bookkeepers, guardian assistants, and volunteers;
  6. other organizational responsiblities; and
  7. applicable legal requirements.
Update: Revised Standard, Added Interpretation, Added Research Note - 12/01/11

Original PA-AG 7.02 Standard:

Guardianship workers maintain a manageble workload, and cases are assigned according to a system that takes into consideration:

  1. the identified needs of the service population;
  2. the complexity and status of the case;
  3. size of geographical area covered;
  4. the qualifications and competencies of the worker and the supervisor;
  5. services provided by other professionals or team members;
  6. other organizational responsiblities; and
  7. applicable legal requirements.

Interpretation: Workloads should meet the agency's established caseload policies and ensure that workers are able to provide appropriate support and timely decision-making for the individuals on their caseload. The agency should be able to justify established ratios based on the above criteria and demonstrate how it ensures appropriate, high-quality care is being provided to each client.

When an agency assigns teams of professionals to carry out different responsibilities for each case, all full-time professional staff may be counted when determining the staff-to-client ratio.

Research Note: Studies of public guardianship programs have found that lower staff-to-client ratios are associated with improved outcomes and recommend a 1:20 ratio to eliminate situations in which there is little to no service being provided.

PA-AG 7.03

 

In-person contact with the individual occurs monthly, and more frequently as needed, given the:

  1. individual’s identified needs;
  2. case complexity;
  3. housing situation; and
  4. court mandates or legal requirements.
related PA-AG 5.04
Interpretation: If contact is not made at least monthly, the reasons for infrequent contact are documented in the case record. Living in a staffed residential facility or at home with a paid caregiver is not sufficient justification for reducing the frequency of face-to-face contact as the quality or appropriateness of services being provided could be inadequate. The agency must also be able to demonstrate that the standard of care is appropriate, there is no abuse occuring, and the services being provided are effectively meeting the needs of the individual prior to reducing the frequency of contact. In such situations, regular visits to residential facilities or homes and quarterly face-to-face contact with the individual should continue.
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PURPOSE: Individuals who receive guardianship services maintain a level of independence and self-determination appropriate to their functional capacity, and are at minimized risk of abuse, neglect, or exploitation.

 
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