COA - Council On Accreditation

	Financial Education and Counseling Services

Introduction

Administration and Management

Service Delivery Administration Standards

Service Standards

Service Narrative (PA-FEC):

Part 1: Program Information

Agencies may complete one template for all programs, or a separate template that addresses each program being reviewed under this section. Provide responses in the boxes located in the Service Narrative template.

Agencies being accredited for the first time: Please provide information for the last year.

Agencies being reaccredited: Please provide information for the period since the last accreditation review.

1. Describe any significant changes, challenges, awards received, changes in funding, or obstacles faced by the agency.

2. Provide an overview of the different program(s) being accredited under this section. The overview should describe:

the programs' service philosophy and approach to delivering services;
eligibility criteria;
any unique programs or special services provided to specific populations;
major funding streams; and
any additional information referenced in the Table of Evidence.

3. If service components are provided to persons and families through contract in cooperation with other agencies or through a formal, coordinated service delivery system provide a list that identifies the providers and the services for which they are responsible. Do not include services provided by referral.

4. Provide any other information your agency would like the peer review team to know about these programs.

Attachments

A list of all program sites, including the following information for each program site: a) name of program/site director; b) address; c) phone number; d) hours of operation; e) number of FTEs; f) average monthly number of clients served; and g) directions or a map to each program site from the main agency office
A demographic profile of persons and families served by the program(s) being reviewed under this service section with percentages representing the following: a) racial and ethnic characteristics; b) gender; c) age; d) major religious groups; and e) major language groups. Include an explanation of how the program ensures that it is providing culturally competent services
As applicable, a list of groups or classes including, for each group or class: a) the type of activity/group; b) whether the activity/group is short-term or ongoing; c) how often the activity/group is offered; d) the average number of participants per session of the activity/group, in the last month; and e) the total number of participants in the activity/group, in the last month
A list of any programs that were opened, merged with other programs or services, or closed
Two quarterly reports from the case record review process conducted for this service, with any related corrective action plans (See PQI 4.02/4.03)
Two quarterly reports of accidents, incidents, and grievances related to this service (See RPM 2.02)
All COA-approved NA Requests
A list of all NAs applicable to your agency provided within the standards

Part 2: Program Outputs and Outcomes

Provide a response in each box describing how the program is making progress toward achieving its aims, and achieving better results for participants.

1. A summary of where the agency is in the development of its program for measuring program quality and outcomes, specific to the service.

2. A list or description of program outputs and desired outcomes and any outputs and outcomes being measured including measurement tools used. Note: Program outputs may include consumer satisfaction, number of clients served, number of visits, timeliness of assessments, etc.

3. An overview of the agency's process for analyzing data.

4. Examples of program improvements made based on the outcomes data.

Attachments

Outcomes measurement/data collection procedures
Outcomes results reported for the previous two quarters


	Self-Study Documents	On-Site Documents	On-Site Activities
PA-FEC 1 Service Initiation	Screening, intake, and assessment procedures Procedures for telephone or internet counseling Procedures regarding DMP initiation Include description of service initiation in Service Narrative Part 1: Program Information		Interview: Program director Relevant personnel Review client files
PA-FEC 2 Service Philosophy	Include Service Philosophy in Service Narrative Part 1: Program Information		Interview: Program director Relevant personnel
PA-FEC 3 Information about Services	Privacy policy and disclosure statement Procedures regarding fees		Interview: Program director Relevant personnel Clients Review client files
PA-FEC 4 Development of an Action Plan	Procedures for development of action plans		Interview: Program director Relevant personnel Clients Review client files
PA-FEC 5 Financial Education and Counseling Services	Include description of services in Service Narrative Part 1: Program Information Financial counseling procedures Financial education materials provided to clients Program evaluations or other documents assessing the educational needs of the consumers and describing the agency's financial education and couseling services	Educational program curricula Information about individual and group education and counseling	Interview: Program director Relevant personnel Clients Review client files
PA-FEC 6 Housing Counseling and Education Services	Include description of services in Service Narrative Part 1: Program Information Housing counseling Housing education materials provided to clients Program evaluations or other documents assessing the educational needs of the consumers and describing the agency's housing counseling and education services	Educational program curricula Information about individual and group counseling and education programs including program dates, subjects, number of participants, and participant evaluations	Interview: Program director Relevant personnel Clients Review client files
PA-FEC 7 Debt Management Plans	DMP procedures Sample copy of the "Agreement for Services," "DMP Agreement," or other document that highlights client disclosures		Interview: Program director Relevant personnel Clients Review client files
PA-FEC 8 Administration of the Debt Management Plan	Procedures for DMP administration, that include: debt management proposal letters development of client status reports discontinuation of DMPs	Client status reports Procedures or sample agreement for services related to the impact of increasing frequency of client deposits	Interview: Program director Relevant personnel Clients Review client files
PA-FEC 9 Responsible Management of Client Funds	Procedures regarding segregation and deposit of client funds Procedures for maintaining credit balances in accord with legal requirements		Interview: Program director Relevant personnel Clients Review client files
PA-FEC 10 Creditor Relations	Procedures for providing creditor information about agency practice Procedures for informing and communicating with creditors	Financial records Procedures that describe how the agency notifies creditors when clients discontinue DMPs Written information that describes fair share contributions	Interview: Program director Relevant personnel Clients Review client files
PA-FEC 11 Referrals and System Collaborations	Referral procedures	Referral directory	Interview: Program director Relevant personnel Clients Review client files
PA-FEC 12 Client File Review		Documentation of client file review	Interview: Program director Relevant personnel Review client files
PA-FEC 13 Truth in Marketing	Provide information given to consumers	Media advertisements	Interview: Marketing personnel
PA-FEC 14 Business Ethics	Policy regarding financial incentives and penalties Referral policy Policy regarding client loans and debt		Interview: Program director Relevant personnel
PA-FEC 15 Personnel	Program staffing chart that includes lines of supervision List of program personnel that includes: name title degree held and/or other credentials FTE or volunteer length of service at the agency time in current position Table of contents of training curricula Procedures and criteria used for assigning and evaluating workloads	Documentation of training Training curricula Job descriptions Documentation of workload assessment	Interview: Supervisors Personnel Review personnel files

Fundamental Practice Standards:


Essential Life and Safety	Health and Welfare	Client Rights
		PA-FEC 3.02, PA-FEC 3.03, PA-FEC 5.01

RELATED FILES


	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.


	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.


	ACCREDITATION The formal evaluation of an organization against accepted criteria or standards. A professional society, non-governmental organization, or a governmental agency may conduct accreditation activities. A COA-accredited organization has undergone a period of rigorous self-study and is capable of providing programs and services that meet or exceed COA standards.


	SERVICE PHILOSOPHY The theoretical framework that describes and explains an organization's approach to service.


	ELIGIBILITY The degree to which an individual, family, group, or community meets the specific criteria and qualifications required to receive goods, benefits, or services.


	CRITERIA Systematically developed, objective, and quantifiable statements used to assess the appropriateness of specific decisions, services, and outcomes.


	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."


	PEER REVIEW An evaluation process in which professionals from similar backgrounds review the work of their associates.


	MAJOR LANGUAGE GROUP The presence of a substantial core of people in both the community and the client population that share a language.


	CASE RECORD A written compilation that describes the client and the services delivered. Records can be in hard copy and/or electronic format. The case record can be used as a source of information for quality improvement or other evaluation activities, for research purposes, or to demonstrate accountability to funding bodies.


	CLIENT See service recipient.


	MANAGEMENT See ADMINISTRATION


	GRIEVANCE See COMPLAINT


	ASSESSMENT An evaluation, which utilizes professional expertise and skills in the collection and analysis of data to understand and describe the nature of service needs of an individual, family, or group. Assessment, as in needs assessment, is also used to determine priorities of program planning and service development for the organization as a whole. See also DIAGNOSIS.


	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.


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


	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.


	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


	EVALUATION The review and assessment of organizational operations, programs and services.


	SAMPLE A portion or representative percentage of a greater whole.


	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.


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


	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.


	PROGRAM PERSONNEL All direct service and administrators or supervisors of direct services that are involved in the operation of the organization's social service programs. "Program personnel" does not include MIS, accounting, facilities, clerical, or other staff that are not involved in the provision or oversight of direct services.


	VOLUNTEER An individual who performs services for an organization for civic, charitable, or humanitarian reasons, without promise, expectation, or receipt of compensation for services rendered. Such service must be offered freely and without pressure or coercion, direct or implied, from an employer. If the individual is otherwise employed by the same employer for which s/he volunteers, the individual cannot volunteer to perform the same type of services that s/he is paid to perform as an employee.


	TRAINING Instruction so as to make fit, qualified, or proficient in a skill or body of knowledge.


	WORKLOAD The amount of work assigned to or expected from a person within a specified period of time. See also CASELOAD.


	JOB DESCRIPTION Explicit obligations and specific tasks required of personnel as a condition of employment. Such descriptions are in writing and may include educational, experiential, and skill requirements associated with the job.