Standards for Canadian organizations

2020 Edition

Administration and Management (CP-AM) 5: Service Array and Resource Development

The public authority/agency partners with stakeholders in the service delivery system to integrate, advocate for, and coordinate the array of services public and/or private providers deliver to meet the needs of the service population.
2020 Edition




Through sound administration and effective management, the public authority/agency achieves its mission and strategic goals; assures appropriate use of public resources for the public good; and remains responsive to the needs of the communities it serves.  
Examples: Partnership in this context can include the pursuit of contracts when agencies are purchasing social or human services to meet an identified need within the service population.   

Examples: The service delivery system can include services and benefits provided by other federal or federally assisted programs serving the same population.
Full Implementation, Outstanding Performance
A rating of (1) indicates that the agency's practices fully meet the standard and reflect a high level of capacity.  
  • All elements or requirements outlined in the standard are evident in practice, with rare or no exceptions: exceptions do not impact service quality or agency performance. 
Substantial Implementation, Good Performance
A rating of (2) indicates that an agency's infrastructure and practices are basically sound but there is room for improvement.
  • The majority of the standards requirements have been met and the basic framework required by the standard has been implemented. 
  • Minor inconsistencies and not yet fully developed practices are noted; however, these do not significantly impact service quality or agency performance.

Partial Implementation, Concerning Performance
A rating of (3) indicates that the agency's observed infrastructure and/or practices require significant improvement.  

  • The agency has not implemented the basic framework of the standard but instead has in place only part of this framework.  
  • Omissions or exceptions to the practices outlined in the standard occur regularly, or practices are implemented in a cursory or haphazard manner.  
  • Service quality or agency functioning may be compromised.  
  • Capacity is at a basic level.
Unsatisfactory Implementation or Performance
A rating of (4) indicates that implementation of the standard is minimal or there is no evidence of implementation at all.  
  • The agency’s observed administration and management infrastructure and practices are weak or non-existent; or show signs of neglect, stagnation, or deterioration.
Self-Study EvidenceOn-Site EvidenceOn-Site Activities
  • Service utilization goals
  • Utilization data
  • Access guidelines
  • Procedures for monitoring and adjusting the service array including procedures for obtaining feedback from regions and line staff about regional service needs and the quality of services
  • Resource development plan or relevant portions of strategic planning documents related to service array and resource development
  • Completed community assessment
  • Interviews may include:
    1. Agency leadership
    2. Contract management personnel
    3. Contracted providers
    4. Program field personnel
    5. Community stakeholders
    6. Persons served

CP-AM 5.01

Ease of entry into a system of highly accessible services is achieved through:
  1. access guidelines responsive to the service population; 
  2. staff that understand the services provided by other community providers;
  3. clearly articulated service utilization goals; and
  4. mechanisms for monitoring service utilization and addressing identified concerns.

CP-AM 5.02

The public authority/agency partners with local communities to continually improve the service array by:
  1. conducting periodic assessments of community need and existing resources;
  2. developing a plan for resource development to meet identified needs; and 
  3. monitoring the effectiveness of plan implementation.


Assessments of community need may be conducted by a third party and utilized by the public authority/agency to make resource development plans.