is defined in writing;
is adaptable and can respond to changes in the service environment, identified needs, and desired outcomes of service recipients;
is secured through written agreement with qualified service providers, community partners, individual practitioners, and consultants; and
considers allocation of resources together with available evidence of effective practice.

PA-AM 3.02

The agency effectively integrates and coordinates the array of services public and/or private providers deliver.

Interpretation: The integration and coordination of services can be promoted and influenced through the public agency RFP and bidding process.

PA-AM 3.03

Ready access to services is achieved through clearly articulated service utilization goals and access guidelines responsive to the service population.

PA-AM 3.04

The agency’s performance goals, and outcomes appropriate for clients and programs, are clearly articulated.

Interpretation: Examples include quality of care and service integration indicators, and consumer satisfaction.

QUICK JUMP TO


	PURPOSE: The agency achieves its vision, mission and strategic goals to assure appropriate use of public resources for the public good through sound administration and effective management.

RELATED FILES

NA Request.doc
Community Demographic Profile (PA-AM).doc
PA-AM Template.doc


	ADMINISTRATION The personnel responsible for management functions of the organization, including fiscal management, human resources, and service delivery. Such personnel determine organizational goals, acquire and allocate resources to carry out a program, coordinate activities toward goal achievement, and monitor, evaluate, and make needed changes in processes and procedures to improve the likelihood of goal achievement. The term is synonymously used with MANAGEMENT.


	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.


	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.


	SERVICE POPULATION A group or target population that the organization's services are designed to serve in accord with its mission, and which includes the organization's service recipients. An organization's service population may be defined by geographic location, specific problems or needs, religion, ethnicity, culture, or other factors.


	SERVICE RECIPIENT The individuals, groups, organizations, or communities that use, receive, or benefit from programs and services. Service recipients can include consumers, patients, family members, legal guardians, advocates, public/private organizations, employers, and purchasers. All are regarded as significant stakeholders served in a variety of agencies and practice settings.


	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.


	CONSULTANT A person who provides specialized or technical advice or services to an organization for specific purposes on a contractual or fee basis, or who provides such services as a volunteer with an agreement to provide services on a pro bono basis.


	Effective Practice Applies to practices supported by consistent findings of benefit in a large number of studies, conducted over time, in multiple applied settings using the most rigorous designs feasible given the phenomenon of interest, and with conclusions that are clearly compatible with the study methodology and findings. Outcomes are both identified and explained. A wide range of evidentiary support has been found for most practices labeled effective.


	PUBLIC AGENCY An agency under government auspices. A public agency is typically governed and operated by a public entity (e.g., a state, a county, or a department of the federal government. Public agencies seeking accreditation will utilize the Public version of COA's 8th Edition Standards, found at http://www.coastandards.org/standards.php?navView=public.


	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.


	MANAGEMENT See ADMINISTRATION


	CLIENT See service recipient.


	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.


	INDICATOR A described activity, event, outcome, or benchmark used for measurement in monitoring the quality and outcome(s) of service.


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