Private Organization Accreditation

As one of the largest family services agencies in the country, Child & Family Services has dedicated its resources to meet the needs of the community since 1873.


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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CRR 96.41: Procedures for responding to complaints and improving service delivery

Procedures for Responding to Complaints and Improving Service Delivery

Table of Evidence

Self-Study Evidence On-Site Evidence On-Site Activities
  • Complaint policies and procedures 96.41 (a), 96.41 (b), 96.41 (c), 96.41 (d), 96.41 (e), 96.41 (f), 96.41 (g)
  • A narrative describing how the agency/ person ensures its employees do not discourage complaints or retaliate against complainants 96.41 (e)
  • Quality improvement program/system description 96.41 (h)
  • Complaint Records 96.41 (b), 96.41 (c), 96.41 (d), 96.41 (e), 96.41 (f), 96.41 (g)
  • Quality improvement documents (e.g., meeting minutes, aggregate data and reports) 96.41 (h)
  • Interview:
    1. Employee 96.41 (a), 96.41 (b), 96.41 (e)
    2. Clients 96.41 (a), 96.41 (b), 96.41 (e)
    3. Former clients 96.41 (e)
    4. CEO 96.41 (c)
    5. Supervisors 96.41 (c)
    6. Employee(s) responsible for complaints 96.41 (d)
    7. Employee(s) responsible for overseeing quality improvement 96.41 (h)
  • Review case records or other documentation verifying client receipt of complaint procedures 96.41 (a)