WHO IS ACCREDITED?

Private Organization Accreditation

CSS Healthcare Services provides Community based health services to the young, the elderly and to Individuals with Developmental Disability. Founded in 1997, we have the ability to offer a variety of quality community-based services to our clients, which has greatly contributed to our growth and success.
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VOLUNTEER TESTIMONIAL

Bonnie Bagley

Volunteer Roles: Evaluator; Lead Evaluator; Peer Reviewer; Team Leader

I have found that being a COA Volunteer builds my professional skills and experience in ways that more traditional workshops do not. The opportunity to learn about best practices through the COA standards and then see how agencies implement them is truly a growth experience.
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Purpose

Youth Custody Services promote public safety by providing youth with a supportive, structured setting that helps them address their needs and develop the attitudes and skills needed to make responsible choices, avoid negative behaviours, and become productive, connected, and law-abiding citizens.

CA-YCS 18: Personnel

Personnel have the training, skills, and experience needed to help youth overcome problems and become productive, connected, and law-abiding citizens.

Note: Staffing ratios are addressed in CA-YCS 14.

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.,  
  • With some exceptions, staff (direct service providers, supervisors, and program managers) possess the required qualifications, including: education, experience, training, skills, temperament, etc., but the integrity of the service is not compromised.
    • Supervisors provide additional support and oversight, as needed, to staff without the listed qualifications.
    • Most staff who do not meet educational requirements are seeking to obtain them.
  • With some exceptions staff have received required training, including applicable specialized training.
    • Training curricula are not fully developed or lack depth.
    • A few personnel have not yet received required training.
    • Training documentation is consistently maintained and kept up-to-date with some exceptions.
  • A substantial number of supervisors meet the requirements of the standard, and the organization provides training and/or consultation to improve competencies.
    • Supervisors provide structure and support in relation to service outcomes, organizational culture and staff retention.
  • With a few exceptions caseload sizes are consistently maintained as required by the standards.
  • Workloads are such that staff can effectively accomplish their assigned tasks and provide quality services, and are adjusted as necessary in accord with established workload procedures.
    • Procedures need strengthening.
    • With few exceptions procedures are understood by staff and are being used.
  • With a few exceptions specialized staff are retained as required and possess the required qualifications.
  • Specialized services are obtained as required by the standards.
3
Practice requires significant improvement, as noted in the ratings for the Practice standards.  Service quality or program functioning may be compromised; e.g.,
  • One of the Fundamental Practice Standards received a rating of 3 or 4.
  • A significant number of staff, e.g., direct service providers, supervisors, and program managers, do not possess the required qualifications, including: education, experience, training, skills, temperament, etc.; and as a result the integrity of the service may be compromised.
    • Job descriptions typically do not reflect the requirements of the standards, and/or hiring practices do not document efforts to hire staff with required qualifications when vacancies occur.
    • Supervisors do not typically provide additional support and oversight to staff without the listed qualifications.
  • A significant number of staff have not received required training, including applicable specialized training.
    • Training documentation is poorly maintained.
  • A significant number of supervisors do not meet the requirements of the standard, and the organization makes little effort to provide training and/or consultation to improve competencies.
  • There are numerous instances where caseload sizes exceed the standards' requirements.
  • Workloads are are excessive and the integrity of the service may be compromised. 
    • Procedures need significant strengthening; or
    • Procedures are not well-understood or used appropriately; or
  • Specialized staff are typically not retained as required and/or many do not possess the required qualifications; or
  • Specialized services are infrequently obtained as required by the standards.
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.,

For example:
  • 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
    • Program staffing chart that includes lines of supervision
    • Table of contents of training curricula
    • Procedures and criteria used to assign and evaluate workloads
    • List of program personnel that includes:
      1. name;
      2. title;
      3. degree held and/or other credentials;
      4. FTE or volunteer;
      5. length of service at  the organization;
      6. time in current position
    • Documentation of training
    • Training curricula
    • Job descriptions
    • Documentation of workload assessment
    • Interview:
      1. Supervisors
      2. Personnel
    • Review personnel files
    • Verify employment of or contract with professionals providing specialized services

  • CA-YCS 18.01

    Personnel receive the appropriate amount of training and support to demonstrate competency in:

    1. youth development;
    2. positive youth engagement including communicating respectfully, establishing rapport, and building trust with youth;
    3. youths’ rights and responsibilities;
    4. assessing risks and safety;
    5. recognizing and responding to needs, including needs related to health, mental health, trauma, and substance use;
    6. suicide prevention and response;
    7. conflict management, crisis intervention, and de-escalation techniques;
    8. behaviour management and positive disciplinary techniques;
    9. culturally competent service delivery that considers gender and gender identity, ethnic heritage, sexual orientation, developmental level, disability, and other relevant characteristics;
    10. understanding the importance of rehabilitation and reintegration;
    11. the definitions of human trafficking (both labour and sex trafficking) and sexual exploitation, and identifying potential victims;
    12. protocols for responding to service recipients who run away;
    13. restorative justice;
    14. collaborating with other providers and local law enforcement; and
    15. advocating for youth.

    Interpretation: Competence can be demonstrated through a combination of education, training, and experience.


  • CA-YCS 18.02

    Personnel providing youth care and supervision are qualified by at least:

    1. two years of college in a social or human service field; or
    2. a high school degree or equivalent and at least two years’ experience working with youth.

  • CA-YCS 18.03

    Case managers are qualified by:

    1. an advanced degree in a social or human service field; or
    2. a bachelor’s degree in a social or human service field and experience working with youth.

  • CA-YCS 18.04

    Qualified professionals and specialists provide needed services related to:

    1. mental health;
    2. substance use;
    3. medicine and dentistry;
    4. nursing; and
    5. education.

  • CA-YCS 18.05

    A team approach is used to ensure a comprehensive, integrated approach to service delivery and supervision.

    Interpretation: While CA-YCS 5 addresses coordination with personnel at other organizations and agencies, this standard is intended to encourage appropriate communication and coordination among the organization’s personnel.


  • CA-YCS 18.06

    Employee workloads support the achievement of positive outcomes for youth, are regularly reviewed, and are based on an assessment of the following:

    1. the qualifications, competencies, and experience of personnel, including the level of supervision needed;
    2. case complexity and status, including the intensity of youths’ risks and needs;
    3. the work and time required to accomplish assigned tasks, including those associated with individual caseloads and other job responsibilities;
    4. whether services are provided by multiple professionals or team members; and
    5. service volume.

  • CA-YCS 18.07

    Supervisors are qualified by:

    1. an advanced degree in a social or human service field; or
    2. a bachelor’s degree in a social or human service field and at least two years’ experience working with youth.
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