Examples: Personnel can help to engage and motivate individuals and families in this process by demonstrating:
sensitivity to their needs and personal goals;
a non-threatening manner;
respect for their autonomy, confidentiality, sociocultural values, lifestyle choices, and complex family interactions;
The organization maintains a comprehensive, up-to-date list of community programs and services, and information on how to access them.
Service monitoring includes:
confirmation, usually within one or two working days, that a service has been initiated as scheduled;
verification, usually within 15 working days, that the service is appropriate and satisfactory;
follow-up every three months; and
immediate response to any complaints or problems that develop in the delivery of services or with the individual or family receiving services.
The organization should tailor the type and frequency of service monitoring according to the needs of individuals and families, frequency and intensity of service provided, and frequency of contact with informal caregivers and cooperating providers.
The worker and a supervisor, or a clinical, service, or peer team, review the case quarterly or more frequently depending on the needs of individuals and families, to assess:
service plan implementation;
the individual’s or family’s progress toward achieving goals and desired outcomes; and
the continuing appropriateness of agreed upon service goals.
When experienced workers are conducting reviews of their own cases, the worker’s supervisor must review a sample of the worker’s evaluations as per the requirements of the standard.
Workers and persons served, and their family when appropriate:
review progress toward achievement of agreed upon service goals; and