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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  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.		  
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  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.

  
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  RESEARCH

For purposes of COA accreditation, all forms of internal or external research involving persons served except internal program evaluation and outcomes research, or educational projects performed by students and interns that are part of their professional training.		  
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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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  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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Crisis Response and Information Services: Crisis Intervention; Crisis Hotline Services; Information and Referral Services
  
Private Org Public Agency  

PA-CRI 5: Community Connections and Coordination

 
The agency establishes formal agreements with members of the community’s crisis response system, and procedures for service coordination in crisis situations.
Research Note: Research on community crisis response systems emphasizes the need for extensive community collaboration when providing services to individuals in crisis. Cooperation among law enforcement personnel, health and mental health service providers, advocates, crisis workers, and social service providers is essential to effective and efficient service delivery. When the crisis response system is coordinated and streamlined, individuals are more likely to seek out and receive necessary assistance.

PA-CRI 5.01

 

To ensure rapid and efficient access, the agency establishes procedures for working with emergency responders including:

  1. police and fire departments;
  2. hospital emergency rooms;
  3. mental and physical health crisis teams; and
  4. child and adult protective services.

PA-CRI 5.02

 
To ensure rapid or priority access to services, the agency has formal arrangements with local social service, mental health, and medical resources that facilitate immediate access to services, referrals, and service coordination.
Interpretation: Unless otherwise required by law, COA does not require formal arrangements with emergency responders or service providers that are not ordinarily utilized by the agency.
Research Note: The National Mental Health Association recognizes that traumatizing events such as rape or other forms of personal violence can trigger PTSD in survivors. Symptoms generally begin within three months of the traumatizing event. It is important that individuals in crisis are provided with information and priority access to mental health resources when requested.

PA-CRI 5.03

 
The agency maintains a comprehensive, up-to-date database of community mental health and social service organizations.
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PURPOSE: Crisis Response and Information Services operate as part of the community's crisis response system to provide immediate, dependable responses and reliable information to promote safety and stability for the individual in crisis.
 
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