Standards for private organizations

2020 Edition

Administrative and Service Environment (ASE) 3: Accessibility and Accommodation

Service and administrative facilities are accessible and accommodate the needs of service recipients.
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 3 Practice standards.
2
Practices are basically sound but there is room for improvement, as noted in the ratings for the ASE 3 Practice Standards.
3
Practice requires significant improvement, as noted in the ratings for the ASE 3 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 3 Practice standards.
Self-Study EvidenceOn-Site EvidenceOn-Site Activities
  • Procedures for accommodating the communication needs of clients 
  • Client rights policy and procedures
  • Interviews may include:
    1. Program director
    2. Relevant personnel
    3. Persons served
  • Observe facility

 

ASE 3.01

In planning the location and use of offices and branches, the organization considers:
  1. accessibility, availability, and affordability of public transportation;
  2. location of other relevant community resources; and
  3. the special needs of the defined service population as well as the needs of persons with disabilities.
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.,
  • One of the elements is not fully addressed, but the organization has taken steps to strengthen practice.
3
Practice requires significant improvement; e.g.,
  • The organization does not consider the availability of public transportation nor does it formally review the distribution of persons within the service population in relation to facility locations; or
  • Does not formally consider the needs of persons with special needs when planning and locating service delivery sites.
4
Implementation of the standard is minimal or there is no evidence of implementation at all.

 
Fundamental Practice

ASE 3.02

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

 

ASE 3.03

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 hard of hearing 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.
Examples: Examples of ways the organization can demonstrate standard implementation include, but are not limited to:
  1. providing basic program information in languages representative of consumer groups;
  2. proactively reaching out to ensure that all individuals can use its services and fully participate in planning;
  3. hiring sufficient numbers of bilingual personnel for all programs in which confidential interpersonal communication is necessary for adequate service delivery;
  4. ensuring there is a bilingual worker on staff for each language group large enough to comprise an average-sized caseload;
  5. offering trained translators or interpreters in non-counseling services when bilingual personnel are not available without depending upon children or other individuals unable to maintain the integrity of the client-provider relationship; and
  6. using assistive technology, such as amplification for hard of hearing persons or a language telephone line, when appropriate.
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 or translators to cover its consumers’ needs but efforts to do so are underway; or
  • Accommodations for one of the populations served needs some minor improvement; e.g. better access to communication assistance.
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.
4
Implementation of the standard is minimal or there is no evidence of implementation at all.