
	OUTREACH Contact initiated by a provider to identify persons in need of services, to provide information to them about services and benefits, and to encourage the use of appropriate services.


	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.


	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.


	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.


	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.


	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


	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.

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.

COA

Using This Site

Accreditation Standards

Accreditation Guidelines

	Outreach Services

Administration and Management

Service Delivery Administration Standards

Service Standards

PA-OS 5: Drop-In Centers for the Homeless

Drop-in centers for the homeless provide basic services in a safe, supportive, minimally-intrusive environment.

Interpretation: Drop-in centers are fixed-site programs, located in areas where they can be easily accessed by homeless individuals.

NA The agency does not provide a drop-in center for the homeless.

PA-OS 5.01

The social environment of a drop-in center is non-threatening and welcoming, fosters trust, and promotes engagement.

PA-OS 5.02

Drop-in centers provide:

comfortable seating;
food or snacks;
a telephone;
clothing; and
bathroom facilities with showers.

PA-OS 5.03

Drop-in centers provide, directly or by referral:

crisis intervention;
information and referral; and
access to medical services.

PA-OS 5.04

Personnel are available during operating hours to provide ongoing services and overall supervision.

PA-OS 5.05

Written expulsion policies and procedures:

are clear and simple, avoiding overly rigid and bureaucratic rules;
require that all reasonable efforts are made to provide an appropriate referral;
are posted or otherwise provided to individuals using the service;
describe reasons or conditions for being expelled;
describe due process provisions; and
describe the conditions or process for re-admission to the facility.

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	PURPOSE: Outreach Services engage homeless individuals and families as a first step to accepting care for immediate health and safety needs, using services and resources, including housing resources, and taking steps to become integrated into the community.

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