COA - Council On Accreditation

	Child and Family Development and Support Services

Introduction

Administration and Management

Service Delivery Administration Standards

Service Standards

Service Narrative (PA-CFD):

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-CFD 1 Access to Service		Outreach strategies and informational materials If the agency collaborates with other community agencies to identify potential service recipients, provide a list of those agencies and documentation of collaboration	Interview: Program director Relevant personnel
PA-CFD 2 Screening	Screening procedures		Interview: Program director Relevant personnel Individuals served Review case records
PA-CFD 3 Assessment	Assessment procedures Assessment tools and/or criteria included in assessment	Qualifications of personnel who conduct assessments	Interview: Program director Relevant personnel Individuals served Review case records
PA-CFD 4 Service Planning and Monitoring	Service planning and monitoring procedures	Documentation of case review	Interview: Program director Relevant personnel Individuals served Review case records
PA-CFD 5 Service Philosophy	Include Service Philosophy in Service Narrative Part 1: Program Information		Interview: Program director Relevant personnel
PA-CFD 6 Family-Focused Approach to Service	Include description of services in Service Narrative Part 1: Program Information		Interview: Program director Relevant personnel Individuals served Review case records
PA-CFD 7 Community-Based Approach to Service	Include description of community-based approach in Service Narrative Part 1: Program Information	Outreach strategies and informational materials List of community agencies with which the agency collaborates Documentation of collaboration efforts	Interview: Program director Relevant personnel Individuals served
PA-CFD 8 Service Environment	Include description of service environment in Service Narrative Part 1: Program Information		Interview: Program director Relevant personnel Individuals served Observe sites, as appropriate
PA-CFD 9 Health Services	Include description of services in Service Narrative Part 1: Program Information Procedures for linking individuals to services and providing ongoing monitoring and follow-up		Interview: Program director Relevant personnel Individuals served Review case records
PA-CFD 10 Family Support Services	Include description of services in Service Narrative Part 1: Program Information Procedures for linking individuals to services and providing ongoing monitoring and follow-up		Interview: Program director Relevant personnel Individuals served Review case records
PA-CFD 11 Parent Education Services	Include description of services in Service Narrative Part 1: Program Information Table of contents of educational curricula	Educational curricula	Interview: Program director Relevant personnel Individuals served Review case records
PA-CFD 12 Positive Child Development Services	Include description of services in Service Narrative Part 1: Program Information Procedures for linking individuals to services and providing ongoing monitoring and follow-up	Intervention curricula and/or materials, if applicable	Interview: Program director Relevant personnel Individuals served Review case records
PA-CFD 13 Early Intervention Services	Include description of services in Service Narrative Part 1: Program Information Procedures for linking individuals to services and providing ongoing monitoring and follow-up	Intervention curricula and/or materials	Interview: Program director Relevant personnel Individuals served Review case records
PA-CFD 14 Case Closing and Aftercare	Case closing procedures Aftercare/follow-up procedures	Procedures that address continuation of services for individuals whose third party benefits have ended, if applicable Contract with public authority, if applicable	Interview: Program director Relevant personnel Individuals served Review case records
PA-CFD 15 Personnel	Program staffing chart that includes lines of supervision List of 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 Average caseload size, per worker, for the last month, if applicable Procedures and criteria used for assigning cases, and for assigning and evaluating workloads	Job descriptions Documentation of training Training curricula Supervision schedule	Interview: Supervisors Personnel Review personnel files

Fundamental Practice Standards:


Essential Life and Safety	Health and Welfare	Client Rights
	PA-CFD 2.02, PA-CFD 9.01, PA-CFD 9.02, PA-CFD 9.04, PA-CFD 10.04, PA-CFD 11.02, PA-CFD 11.03, PA-CFD 12.04, PA-CFD 13.01, PA-CFD 15.01, PA-CFD 15.06

RELATED FILES


	FAMILY Two or more people who consider themselves family and who assume obligations, functions, and responsibilities generally essential to healthy family life. Child care and child socialization, income support, long-term care, and other caregiving are among the functions of family life. The definition of "family" will rest with an individual's indication of who plays a family member role, including current or former foster family, adoptive family, extended family members, fictive kin, or significant others. Organizations that believe family is the central constellation in a child's life, and that family attachments are of primary importance for human development, will strive to work with professional staff to develop a common understanding of "family."


	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.


	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.


	CLIENT See service recipient.


	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.


	GRIEVANCE See COMPLAINT


	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.


	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.


	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 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.


	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


	PLANNING The process of specifying objectives, evaluating the means for their achievement, and exercising deliberate decision making about appropriate courses of action.


	MONITORING An evaluation involving a periodic review of consumer services, organizational activities, or conduct. Specifically, monitoring is an activity of case coordination, whereas more broadly, monitoring is an evaluation technique used in overall quality assurance.


	CASE REVIEW A regular and periodic examination of a consumer's service needs, service delivery goals and objectives, intervention plans, prognoses, and the timelines required to achieve them. The direct service provider and supervisor frequently conduct the case review, but it may also involve others, as in an interdisciplinary or inter-organizational case conference. The client, or the parent or legal guardian in the case of a minor, are included in his/her periodic case review by the team.


	CASE CLOSING A voluntary or involuntary process which occurs when an organization no longer assumes responsibility for providing services to a particular individual, group, or family. Also known as "termination" or "discharge."


	AFTERCARE Additional services provided beyond the period of primary care that offer continuity and supportive follow-up.


	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.


	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.


	CASELOAD The aggregate number of clients and/or consumers of service (including individuals, families, and groups) for whom a given employee is responsible. See also WORKLOAD


	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.


	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.