Standards for private organizations

2020 Edition

Administrative and Service Environment (ASE) 2: Service Delivery Environment

The service delivery environment promotes respect, healing, and positive behavior of the service recipient.
2020 Edition

Currently viewing: ADMINISTRATIVE AND SERVICE ENVIRONMENT (ASE)

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Purpose

The organization’s administrative and service environments are respectful, safe, and accessible and contribute to organizational effectiveness.
1
The organization's practices fully meet the standard, as indicated by full implementation of the practices outlined in the ASE 2 Practice standards.
2
Practices are basically sound but there is room for improvement, as noted in the ratings for the ASE 2 Practice standards.
3
Practice requires significant improvement, as noted in the ratings for the ASE 2 Practice standards.
4
Implementation of the standard is minimal or there is no evidence of implementation at all, as noted in the ratings for the ASE 2 Practice standards.
Self-Study EvidenceOn-Site EvidenceOn-Site Activities
  • Behavior support and management policy
  • Procedures for monitoring and addressing the physical, psychological, and emotional safety needs of persons served
  • Procedures that address harassment and violence towards service recipients and personnel
  • Procedures for preventing the need for emergency interventions, including restrictive behavior management interventions
  • Written information provided to service recipients and/or parents/legal guardians about how the organization promotes positive behavior
  • Interviews may include:
    1. Relevant personnel
    2. Persons served
    3. Parents/legal guardians
  • Observe facility

 

ASE 2.01

Personnel support positive behavior by:
  1. developing positive relationships with service recipients;
  2. being trauma-informed;
  3. building on service recipients’ strengths and reinforcing positive behavior; and
  4. responding consistently to all incidents that challenge the safety of service recipients.

Interpretation

Procedures for responding to incidents must address safety measures used in emergency situations, including whether restrictive behavior management interventions may be used to protect service recipients from harming themselves or others. 
NA The organization only provides Financial Education and Counseling services (FEC).
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
Practices are basically sound but there is room for improvement; e.g.,
  • One of the elements is not fully addressed.
4
Implementation of the standard is minimal or there is no evidence of implementation at all; e.g.,
  • One of elements is not addressed at all.

 
Fundamental Practice

ASE 2.02

The organization:
  1. monitors the service population for emerging physical, psychological, and emotional safety needs; and
  2. modifies the service environment or procedures as necessary to respond to the safety needs of the population.
NA The organization only provides Financial Education and Counseling services (FEC), Early Childhood Education (ECE), or Out of School Time Services (OST).
Examples: Mechanisms that can be used to respond to the safety needs of the population include, but are not limited to:
  • monitoring interactions among service recipients and staff to ensure they remain respectful, calming, and empowering;
  • establishing and enforcing rules that promote a transparent and therapeutic service environment;
  • soliciting and responding to feedback from service recipients regarding their perceived safety in the service environment; and
  • staggering scheduling or providing separate entrances when survivors of violence or exploitation and individuals with histories of violent behavior are served in the same facility.
1
The organization monitors safety risks, responds to safety needs of service recipients and has implemented procedures for ensuring psychological, emotional, and physical safety as per the requirements of the standard.
2
Practices are basically sound but there is room for improvement; e.g.,
  • Communications with service recipients about available protections and procedures could be improved at some locations, and the organization is working to address the issue.
3
Practice requires significant improvement; e.g.,
  • Safety needs are monitored inconsistently; or
  • Safety risks have been identified but protections are not yet fully in place in at least one program site; or
  • Safety procedures are vague because the organization has not paid sufficient attention to the safety needs of service recipients.
4
The organization does not monitor safety risks of service recipients and safety needs are not met as required by the standard.

 

ASE 2.03

The organization informs service recipients and parents or legal guardians about its procedures for:
  1. maintaining a safe service environment, including procedures that address harassment and violence towards other service recipients and personnel; and
  2. preventing the need for emergency interventions, including restrictive behavior management interventions.
NA The organization only provides Financial Education and Counseling services (FEC).
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 provided needs minor clarification; or
  • One of the required elements is not fully addressed.
3
Practice requires significant improvement;  e.g.,
  • Neither of the two elements is fully addressed; or
  • One element is not addressed at all; or
  • Parents or legal guardians are frequently not notified.
4
Implementation of the standard is minimal or there is no evidence of implementation at all.

 
Fundamental Practice

ASE 2.04

The organization maintains a work environment for its personnel that is conducive to effectively providing services to individuals and families in a private and confidential manner, as needed.
Note: Please see the Facility Observation Checklist for additional guidance on this standard.
1
The organization's practices reflect full implementation of the standard.
2
Practices are basically sound but there is room for improvement; e.g.,
  • Some of the organization's facilities are cramped or in need of updating or expansion to better ensure confidentiality.
3
Practice requires significant improvement; e.g.,
  • Some of the organization's facilities lack sufficient space for confidential staff conferences or meetings where client cases are discussed; or
  • Some service delivery sites lack enough, or sufficiently private, interviewing space at peak periods.
4
Implementation of the standard is minimal or there is no evidence of implementation at all; e.g.,
  • The work environment in at least one service delivery site is wholly inadequate for effective, confidential service delivery; or
  • The organization makes no provision for confidential interactions with persons served; or
  • A number of sites lack adequate provisions for privacy for interviewing or for conducting the collective business of the organization such as meetings, case conferences, etc.