WHO IS ACCREDITED?

Private Organization Accreditation

Sweetser, a Maine non-profit agency operating since 1828, provides comprehensive mental and behavioral health and substance abuse treatment services. Statewide, it serves around 15,000 consumers a year, including children, adults, and families in outpatient, office-based, and residential settings.
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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

Individuals and families who receive Case Management Services access and use resources and supports that build on their strengths and meet their service needs.

CM 10: Personnel

Case management personnel are qualified by professional training and experience to access and coordinate services for the populations served.

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 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
    • 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
    • Table of contents of training curricula
    • Caseload size, per worker, for the past six months, and procedures or criteria used to assign and evaluate caseloads
    • Training curricula
    • Documentation of training
    • Job descriptions
    • Interview:
      1. Supervisors
      2. Personnel
    • Review personnel files

  • CM 10.01

    Case managers are qualified by:

    1. a bachelor’s degree in a human service field;
    2. case management certification; or
    3. a bachelor’s degree in a field other than a human service, with appropriate experience.

  • CM 10.02

    Case managers are respectful of the individuals and families served, and are:

    1. supportive;
    2. able to recognize strengths;
    3. sensitive to the needs of individuals and families in crisis; and
    4. culturally and linguistically competent.

  • CM 10.03

    Case managers receive training on the following topics:

    1. establishing rapport and a professional relationship with service recipients;
    2. methods of engaging individuals and families;
    3. special issues related to working with the identified service population;
    4. coordinating services as part of a team;
    5. linking service recipients, and making referrals to, community services;
    6. knowledge of community programs and how to access services;
    7. case advocacy;
    8. confidentiality and professional ethics;
    9. knowledge of public assistance programs, eligibility requirements, and benefits; and
    10. the organization’s emergency plan, and disaster relief resources, planning and procedures.

  • CM 10.04

    Supervisors of case managers are qualified by:

    1. an advanced degree in social work or a comparable human service field from an accredited institution and a minimum of two years’ experience in direct services or case management;
    2. a bachelor’s degree in a human service field and four years’ experience in direct services or case management; and/or
    3. licensure or certification.

  • CM 10.05

    A supervisor or case manager is available to provide case consultation whenever services are provided.


  • CM 10.06

    Caseload sizes are sufficiently small to permit case managers to respond flexibly to differing service needs of individuals and families, including frequency of contact.


  • CM 10.07

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

    1. the qualifications, competencies, and experience of the worker, including the level of supervision needed;
    2. the work and time required to accomplish assigned tasks and job responsibilities; and
    3. service volume, accounting for assessed level of needs of new and current clients and referrals.
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