WHO IS ACCREDITED?

Private Organization Accreditation

Children's Home Society of Florida delivers a unique spectrum of social services designed to protect children at risk of abuse, neglect or abandonment; to strengthen and stabilize families; to help young people break the cycle of abuse and neglect; and to find safe, loving homes for children.
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VOLUNTEER TESTIMONIAL

Jane Bonk, Ph.D., LCSW

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

Dr. Jane Bonk is a team leader, evaluator, and commissioner who has led over 25 site visits for COA.
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Purpose

The rights and dignity of clients are respected throughout the organization.

FOC
CR 1: Protection of Rights and Ethical Obligations

The organization protects the legal and ethical rights of all clients by:

  1. informing clients of their rights and responsibilities;
  2. providing fair and equitable treatment; and
  3. providing clients with sufficient information to make an informed choice about using the organization and its services.

Update:

  • Revised Evidence - 11/16/17

Interpretation: Although mandated clients may be required to attend a program, they should still have the right to refuse particular aspects of service or treatment unless mandated by law or court order, as addressed in CR 1.07.

Interpretation: Individuals receiving Adult Guardianship (AG) services should retain as much personal responsibility and self-determination as possible given their assessed capacity, the court order, and state law. Refer to AG for more information on appropriately involving the client in decision-making.

Rating Indicators
1
The organization's practices fully meet the standard as indicated by full implementation of the practices outlined in the CR 1 Practice standards.
2
Practices are basically sound but there is room for improvement as noted in the ratings for the CR 1 Practice standards.
3
Practice requires significant improvement as noted in the ratings for the CR 1 Practice standard; and/or
  • One of the CR 1 Fundamental Practice Standards received a 3 or 4 rating.
4
Implementation of the standard is minimal or there is no evidence of implementation at all, as noted in the ratings for the CR 1 Practice standards; and/or
  • Two or more of the CR 1 Fundamental Practice Standards received a 3 or 4 rating.

Table of Evidence

Self-Study Evidence On-Site Evidence On-Site Activities
    • Client rights policy and procedures
    • Rights and responsibilities document provided to individuals and families at initial contact
    • A description of the resources available to the organization to accommodate oral and written communication and language needs, as well as the visual, auditory, linguistic, and motor abilities of persons served 
    • Schedule of fees
    • Policy for providing services to minors without the consent of the parent or legal guardian
No On-Site Evidence
    • Interview:
      1. Relevant personnel
      2. Individuals or families served
    • Review case records
    • Facility Observation

  • CR 1.01

    At initial contact clients receive and are helped to understand a written summary of their rights and responsibilities, including:

    1. a description of the client’s rights, including the obligations the organization has to the client;
    2. basic expectations for use of the organization’s services;
    3. hours that services are available;
    4. rules, expectations, and other factors that can result in discharge or termination of services;
    5. limitations on confidentiality, if any; and
    6. a clear explanation of how to lodge complaints, grievances, or appeals.

    Interpretation: If a client is disoriented, suffering from impaired cognition, or in immediate crisis at initial contact, the summary of client rights and responsibilities should be provided at an appropriate time. When working with individuals who have been deemed incapacitated by the court, the depth or content of information provided may vary based on the individual’s assessed capacity to understand the information, the court order, and state law.

    Interpretation: The organization’s explanation of how to lodge complaints, grievances, or appeals should include informing clients and/or legal guardians about their right to file a complaint with the appropriate public authority or regulatory body.

    Interpretation: For networks, when the scope of a network’s services includes service authorization and placement decisions, the client’s right to appeal placement and authorization decisions are outlined in written network client rights and responsibilities material available to clients, and in the provider manual or other document outlining network operational procedures.

    Interpretation: Organizations providing services remotely using technology must implement a system for assuring and documenting that clients receive and understand their rights and responsibilities. When services are not delivered in real time, service recipients need to be informed of how often personnel review and respond to information that they submit and of limitations on response times. 

    Rating Indicators
    1
    The organization's practices reflect full implementation of the standard.
    2
    Practices are basically sound but there is room for improvement; e.g.,
    • Information about rights is routinely provided, however, one of the required elements is not fully addressed; or
    • In a few instances signed client rights forms were not found.
    3
    Practice requires significant improvement; e.g.,
    • Two of the required elements are not fully addressed; or
    • One of the elements is not addressed at all; or
    • Information is not consistently provided at the initiation of services, but is provided on request; or
    • At least one program does not provide client rights information; or
    • In a significant number of instances signed client rights forms were not found.
    4
    The organization does not provide persons served with written rights and responsibilities.

  • CR 1.02

    A written summary of client rights and their responsibilities is posted in the reception areas of all service delivery locations.

    Interpretation: If an organization provides services remotely using technology, client rights and responsibilities should be made available on the organization’s public website. The organization is still required to engage service recipients in an active dialogue about their rights and responsibilities per CR 1.01. 

    Interpretation: Affiliates who deliver services on behalf of an EAP are not required to post client rights and responsibilities in the reception area of their service delivery location, but information regarding client rights must be made available upon service initiation. 

    Interpretation: In residential facilities, rights and responsibilities should be posted in a common area. 

    Note: Please see Facility Observation Checklist - Private, Public, Canadian for additional assistance with this standard.

    Rating Indicators
    1
    The organization's practices reflect full implementation of the standard.
    2
    Practices are basically sound but there is room for improvement; e.g., 
    • All sites have postings but some of the postings could be larger or in a better location to increase client awareness of information and/or for easier reading.
    3
    Practice requires significant improvement; e.g.,
    • Not all reception sites or site locations have postings; or
    • Rights posters are missing important information; or
    • Rights posted on websites for services delivered remotely, using technology, are missing information.
    4
    Implementation of the standard is minimal or there is no evidence of implementation at all; e.g.,
    • The organization that provides services delivered remotely, using technology, does not post rights on their website.

  • FP
    CR 1.03

    The organization states in writing circumstances under which it will serve minors without consent from a parent or legal guardian, and provides this information upon request.

    NA The organization does not serve minors without consent from a parent or legal guardian.

    Rating Indicators
    1
    The organization's practices reflect full implementation of the standard.
    2
    Practices are basically sound but there is room for improvement; e.g., 
    • The standard is met in practice, but procedures need minor clarification; or
    • In a few instances the information was not provided.
    3
    Practice requires significant improvement; e.g.,
    • Procedures are clearly inadequate; and/or
    • In a significant number of cases the information was not provided.
    4
    Implementation of the standard is minimal or there is no evidence of implementation at all.

  • CR 1.04

    Clients are informed of their responsibility to provide relevant information as a basis for receiving services and participating in service decisions.

    Interpretation: Relevant information can include, for example, issues related to meeting eligibility criteria, or involvement in other treatment programs.

    NA The organization provides Adult Guardianship only.

    Rating Indicators
    1
    The organization's practices reflect full implementation of the standard.
    2
    Practices are basically sound but there is room for improvement; e.g., 
    • The standard is met in practice, but procedures need minor clarification; or
    • In a few instances the information was not provided; or
    • In a few instances there was no documentation that clients were informed.
    3
    Practice requires significant improvement; e.g.,
    • Procedures are clearly inadequate, or are not well-understood staff; or
    • In a significant number of cases the information was not provided.
    4
    Implementation of the standard is minimal or there is no evidence of implementation at all.

  • FP
    CR 1.05

    Clients have the right to fair and equitable treatment including:

    1. the right to receive services in a non-discriminatory manner; 
    2. the consistent enforcement of program rules and expectations; and
    3. the right to receive services that are respectful of, and responsive to, cultural and linguistic differences. 

    Interpretation: Fair and equitable treatment includes the provision of effective, equitable, understandable, and respectful services that are responsive to: diverse cultural beliefs and practices, including the freedom to express and practice religious and spiritual beliefs; preferred languages; and other communication needs.

    Interpretation: Organizations’ policies, procedures, and practices should recognize, respect, and respond to the unique, culturally-defined needs of persons and families being served. For example, program information, signs, posters, and other printed material, as well as electronic and multimedia communications and training are available and presented: 

    1. in the language(s) of the major population groups served; and 
    2. in a manner that is non-discriminatory and non-stigmatizing.
    Rating Indicators
    1
    The organization's practices reflect full implementation of the standard.
    2
    Practices are basically sound but there is room for improvement; e.g.,
    • One of the elements is not fully addressed.
    3
    Practice requires significant improvement; e.g.,
    • One element is not addressed; or
    • Two elements are not fully addressed.
    4
    Implementation of the standard is minimal or there is no evidence of implementation at all.

  • CR 1.06

    The organization accommodates the written and oral communication needs of clients by:

    1. communicating, in writing and orally, in the languages of the major population groups served;
    2. providing, or arranging for, bilingual personnel or translators or arranging for the use of communication technology, as needed;
    3. providing telephone amplification, sign language services, or other communication methods for deaf or hearing impaired persons;
    4. providing, or arranging for, communication assistance for persons with special needs who have difficulty making their service needs known; and
    5. considering the person’s literacy level.

    Interpretation: Basic program information is available in languages representative of consumer groups. Organizations that fully implement CR 1.06 proactively reach out to ensure that all individuals can use its services and fully participate in planning. The organization has sufficient numbers of bilingual personnel for all programs in which confidential interpersonal communication is necessary for adequate service delivery. There is a bilingual worker on staff for each language group large enough to comprise an average-sized caseload.

    Trained translators or interpreters are available in other instances or in non-counseling services when bilingual personnel are not available. Assistive technology, such as amplification for hearing-impaired persons or a language telephone line, is used when appropriate.

    Rating Indicators
    1
    The organization's practices reflect full implementation of the standard.
    2
    Practices are basically sound but there is room for improvement; e.g.,
    • The organization has been unable to secure the services of enough bilingual personnel to cover its consumers’ needs but has made a commitment to hire such persons and has an aggressive recruitment effort underway; or
    • Accommodations for one of the populations served needs some minor improvement; e.g. better access to trained translators.
    3
    Practice requires significant improvement; e.g.,
    • Accommodation is made for some, but not all primary groups served; or
    • Little effort is made to address communication needs other than language barriers; or
    • Needed assistive technology is not available.
    4
    Implementation of the standard is minimal or there is no evidence of implementation at all.

  • FP
    CR 1.07

    Clients provide consent prior to receiving services and have the right to:

    1. participate in all service decisions;
    2. receive service in a manner that is non-coercive and that protects the person’s right to self-determination;
    3. request a review of their care, treatment, and service plan;
    4. refuse any service, treatment, or medication, unless mandated by law or court order; and
    5. be informed about the consequences of such refusal, which can include discharge.

    Interpretation: Organizations should consult local, state, and national laws regarding verbal and written consent and document consent in the client’s case record accordingly. 

    Interpretation: When the client is a minor, or an adult under the care of a guardian, the organization follows applicable laws or regulations governing the right of the parent or legal guardian, to refuse service, treatment, or medication unless mandated by law or court order. Adult guardianship workers should refer to the court order and state law when determining an appropriate level of involvement for each service recipient. See AG 8 for more information on including the client in service decisions.

    Rating Indicators
    1
    The organization's policy and practices reflect full implementation of the standard.
    2
    Practices are basically sound but there is room for improvement; e.g., 
    • One of the elements is not fully addressed; or
    • In a few instances evidence of consent was not found.
    3
    Practice requires significant improvement; e.g.,
    • Two of the elements are not fully addressed; or
    • One element is not addressed at all; or
    • In many instances, evidence of consent was not found.
    4
    Implementation of the standard is minimal or there is no evidence of implementation at all; e.g.,
    • Three or more of the elements are not fully addressed; or
    • Two or more of the elements are not addressed at all; or
    • Consent is rarely or never obtained.

  • CR 1.08

    Clients receive a schedule of any applicable fees and estimated or actual expenses, and are informed prior to service delivery about:

    1. the amount that will be charged;
    2. when fees or co-payments are charged, changed, refunded, waived, or reduced;
    3. the manner and timing of payment; and
    4. the consequences of nonpayment.

    Interpretation: When working with individuals who have been deemed incapacitated by the court, the depth or content of information provided may vary based on the individual’s assessed capacity to understand such information, the court order, and state law.

    NA The organization does not charge the client any fees, co-payments, or other forms of payment in exchange for services.

    Rating Indicators
    1
    The organization's practices reflect full implementation of the standard.
    2
    Practices are basically sound but there is room for improvement; e.g.,
    • There have been a few instances when the information was not provided at the initiation of services; or
    • One of the elements is not fully addressed; or
    • In a few instances signed client rights forms were not found.
    3
    Practice requires significant improvement; e.g., 
    • Information is not consistently provided at the initiation of services but is available on request; or
    • Two of the elements are not fully addressed; or
    • One of the elements is not addressed at all; or
    • In many instances signed client rights forms were not found.
    4
    Implementation of the standard is minimal or there is no evidence of implementation at all.

  • FP
    CR 1.09

    The organization designs and adapts its programs and services, as appropriate, to accommodate the visual, auditory, linguistic, and motor abilities of persons served.

    Rating Indicators
    1
    The organization's practices reflect full implementation of the standard.
    2
    Practices are basically sound but there is room for improvement. 
    3
    Practice requires significant improvement.
    4
    Implementation of the standard is minimal or there is no evidence of implementation at all.
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