
	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.


	MANAGEMENT See ADMINISTRATION


	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.


	SCREEN A preliminary test administered to a client to determine whether he/she meets eligibility criteria for the services offered by an organization.


	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.


	PRACTICE Established actions or ways of proceeding in the regular performance of organizational duties. Policies and procedures often guide practice.


	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.


	CLIENT See service recipient.


	CONTRACT A formal written agreement between two or more parties that specifies the services, space, or products to be provided in exchange for some form of compensation. Also known as "purchase of service arrangement."


	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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Accreditation Standards

Accreditation Guidelines

	Case Management Services: Case Management; Care Coordination; Intensive Case Management

Administration and Management

Service Delivery Administration Standards

Service Standards

PA-CM 2: Screening and Intake

The agency screens applicants promptly and responsively to identify urgency of need and direct individuals to appropriate services.

PA-CM 2.01

At intake, individuals and families are screened and informed about:

how well the request matches the agency's services; and
what services will be available and when.

NA Another agency is responsible for screening.

PA-CM 2.02

Prompt, responsive screening practices:

include screening for level or intensity of service;
ensure equitable treatment;
give priority to urgent needs and emergency situations;
support timely initiation of services; and
provide for placement on a waiting list, if desired.

NA Another agency is responsible for screening.

PA-CM 2.03

Families who cannot be served, or cannot be served promptly, are referred or connected to appropriate resources.

NA The agency: (1) accepts all clients, or (2) only receives clients by referral, and is required by contract to accept all referrals.

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	PURPOSE: Individuals and families who receive Case Management Services access and use resources and supports that build on their strengths and meet their service needs.

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