Private Organization Accreditation

Lutheran Social Services of New England is a high-performing nonprofit organization. LSS is a powerful difference maker and go-to resource, driving ourselves to constantly anticipate futures that are different from the past. For 140 years, LSS has been caring for people in need in New England.


Domestic Violence Intervention Services, Inc.

Donna Mathews, Associate Director

Becoming accredited and maintaining our accreditation through COA has helped us increase our professionalism and thereby provide better services to domestic violence, sexual assault, stalking, and dating violence survivors.
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Individuals and families who receive Disaster Recovery Case Management Services access and use resources and support that build on their strengths and meet their service needs.

CA-DRCM 5: Service Planning, Coordination, and Implementation

Each individual or family participates in the development, implementation, and ongoing review of a recovery plan that is the basis for delivery of appropriate services and support.

Interpretation: The disaster recovery plan outlines time-limited tasks for both client and worker to complete as the client is connected with government and community resources and services needed. The plan guides decision-making and advocacy priorities and establishes a means by which the organization can monitor progress, subsequent goal achievement, and case closure.

Interpretation: The disaster recovery plan may include: 

  • For all individuals and families: crime victims services for victims of mass violence, applications for public benefits and insurance, crisis intervention services, and other services needed to maintain and preserve independence or to promote or recover optimum social, psychological, and physical development and functioning.
  • For individuals, families, and children: mental health treatment or other counselling services, group activity and/or recreation programs, volunteer or employment programs, personal care services, foster care, respite care, intergenerational support services, vocational training, child care, and tutorial programs.
  • For individuals with special needs: counselling, services for substance use conditions, transitional living arrangements, residential treatment or other out-of-home placement, education, day treatment or activity programs, respite care, nutrition services, vocational training or rehabilitation, and transportation services.
  • For older adults: mental health or other counselling services, medical and rehabilitative services, escort/transportation services, social programs, volunteer or employment programs, in-home care services, skilled nursing services, senior companion or intergenerational support services, home delivered meals, telephone reassurance services, repair services, day care and respite services, and legal and financial services.
Rating Indicators
All elements or requirements outlined in the standard are evident in practice, as indicated by full implementation of the practices outlined in the Practice standards.
Practices are basically sound but there is room for improvement, as noted in the ratings for the Practice standards; e.g.,  
  • Minor inconsistencies and not yet fully developed practices are noted, however, these do not significantly impact service quality; or
  • Procedures need strengthening; or
  • With few exceptions procedures are understood by staff and are being used; or
  • For the most part, established timeframes are met; or
  • Proper documentation is the norm and any issues with individual staff members are being addressed through performance evaluations (CA-HR 6.02) and training (CA-TS 2.03); or
  • In a few instances client or staff signatures are missing and/or not dated; or
  • Active client participation occurs to a considerable extent.
Practice requires significant improvement, as noted in the ratings for the Practice standards. Service quality or program functioning may be compromised; e.g.,
  • Procedures and/or case record documentation need significant strengthening; or
  • Procedures are not well-understood or used appropriately; or
  • Timeframes are often missed; or
  • In a number of instances client or staff signatures are missing and/or not dated (CA-RPM 7.04); or
  • Quarterly reviews are not being done consistently; or
  • Level of care for some clients is inappropriate; or
  • Service planning is often done without full client participation; or
  • Appropriate family involvement is not documented; or
  • Documentation is routinely incomplete and/or missing; or
  • Assessments are done by referral source and no documentation and/or summary of required information present in case record; or
  • One of the Fundamental Practice Standards received a rating of 3 or 4.
Implementation of the standard is minimal or there is no evidence of implementation at all, as noted in the ratings for the Practice standards; e.g.,
  • No written procedures, or procedures are clearly inadequate or not being used; or
  • Documentation is routinely incomplete and/or missing; or  
  • Two or more Fundamental Practice Standards received a rating of 3 or 4.

Table of Evidence

Self-Study Evidence On-Site Evidence On-Site Activities
    • Service planning procedures
    • List of community programs and services and information on how to access them
    • Interview:
      1. Clinical or program director
      2. Relevant personnel
      3. Individuals or families served
    • Review case records

  • CA-DRCM 5.01

    Case management services:

    1. directly provide, refer, contract, or otherwise arrange for individuals and families to receive needed services and resources identified in the recovery plan; and
    2. advocate for the client.

  • CA-DRCM 5.02

    The organization maintains a comprehensive, up-to-date list of reliable community resources that includes:

    1. name, location, and telephone number;
    2. contact person;
    3. services offered and special populations served;
    4. languages offered;
    5. fee structure; and
    6. eligibility requirements.

    Interpretation: The organization should evaluate referral resources on an ongoing basis to assess the safety, quality, and effectiveness of services provided. These evaluations of referral sources may be conducted through site visits or inquiries of the referral organization’s reputation in the community.

  • CA-DRCM 5.03

    All individuals and families participate fully in ongoing planning that results in:

    1. an individualized recovery plan, or series of plans, that assists the client in achieving mutually agreed upon goals;
    2. direct provision of, or referral for services, as necessary; and
    3. service coordination.

    Interpretation: Recovery planning is conducted such that individuals and families retain as much personal responsibility and self-determination as possible. Individuals with limited ability in making independent choices can receive help with making decisions for themselves and assuming more responsibility for making decisions. When the service recipient is a minor, or an adult under the care of a guardian, the organization should follow applicable provincial laws or regulations requiring involvement or consent of service recipients’ legal guardians.

    When the population served is mobile, for example, in the aftermath of a disaster, an integrated service and exit plan may be initiated.

  • FP
    CA-DRCM 5.04

    A recovery plan is developed in a timely manner and expedited recovery planning is available to address crisis or urgent need.

  • CA-DRCM 5.05

    The recovery plan is based on the assessment, and includes:

    1. goals, desired outcomes, and successful case closure, and reasonable timeframes for achieving them;
    2. services and supports to be provided, and by whom;
    3. the individual’s or guardian’s signature, as appropriate; and
    4. documentation and verification needed for the provision and advocacy of services.

  • CA-DRCM 5.06

    During the recovery planning process the client receives an explanation of:

    1. available options;
    2. how the organization can support the achievement of desired outcomes;
    3. the benefits, alternatives, and risk or consequences of planned services; and
    4. reasons for closing a case.

  • CA-DRCM 5.07

    The recovery plan addresses, as appropriate, disaster service, support, and advocacy needs as documented in the assessment, to include:

    1. unmet service and support needs;
    2. possibilities for maintaining and strengthening family relationships; and
    3. the need for support of the individual’s or family’s informal social network.

  • CA-DRCM 5.08

    Recovery plan tasks are identified and completed by the client whenever possible and the plan indicates tasks to be accomplished:

    1. by the client;
    2. by the worker; and
    3. through worker facilitation of referral, assistance, or advocacy.

  • CA-DRCM 5.09

    During disaster recovery planning and implementation, the organization:

    1. engages in active and collaborative participation with community recovery resource meetings, as appropriate;
    2. shares information at resource meetings regarding inventories of resources, such as staff, money, or materials; and
    3. ensures that organizational representatives have authority to allocate resources at the community recovery resource meetings.
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