WHO IS ACCREDITED?

Private Organization Accreditation

Heartland for Children is the not-for-profit agency responsible for the foster care system in Polk, Highlands, and Hardee Counties.
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ORGANIZATION TESTIMONIAL

Family Services of the North Shore

Kathleen Whyte, Manager of Human Resources / Accreditation Coordinator

Family Services of the North Shore is about to enter our third accreditation cycle with COA. Accreditation has provided us with a framework that enables us to demonstrate accountability to our clients, our funders and our donors. There is no question that the accreditation process and COA have benefited our agency.
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Purpose

Clients who receive Financial Education and Counselling services learn to solve financial problems and gain personal financial management skills.

CA-FEC 11: Referrals and System Collaborations

Clients receive referrals to a network of community resources and service providers when additional services are needed.

Rating Indicators
1
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.
2
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
  • Active client participation occurs to a considerable extent.
3
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
  • A number of client records are missing important information  or
  • Client participation is inconsistent; or
  • One of the Fundamental Practice Standards received a rating of 3 or 4.
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
    • Referral procedures
    • Referral directory
    • Interview:
      1. Program director
      2. Relevant personnel
      3. Clients
    • Review client files

  • CA-FEC 11.01

    The organization refers clients to services relevant to financial management and the resolution of credit problems using financial, legal, and self-help resources.

    Interpretation: The organization makes referrals to another service provider when clients request specific times, locations, services, or methods of service delivery (for example, telephone or Internet) that the organization is not able to provide or promptly provide. When the organization does not offer DMPs, it should provide information necessary for clients to seek out providers that can meet their needs.

    Interpretation: The organization must make referrals when the client’s assessment indicates that supplemental services are necessary. For instance, when clients indicate issues that cannot be addressed by a financial education and counselling service, such as mental health issues and/or substance use, the organization should make referrals for evaluations in other social service areas.

    The organization also provides clients with access to information on mental health services, educational opportunities, economic security, transportation, housing, consumer protection, legal referral services, and other community supports through referrals and resource materials.

    Research NoteStudies have shown that individuals experiencing a financial crisis, including foreclosure and eviction, are more likely to experience high levels of stress, poor physical health, depression, anxiety, and be at risk for suicide. When identified, these individuals should be referred to appropriate crisis and support services. 


  • CA-FEC 11.02

    The organization develops a comprehensive network of referral sources and provides the names of multiple resources, when available.

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