Standards for private organizations

2020 Edition

Disaster Recovery Case Management (DRCM) 3: Access to Service

The organization works with community partners and resources to minimize barriers that prevent individuals and families from accessing services.


The organization should establish partnerships and cultivate relevant resources that are LGBTQ-friendly to ensure that service recipients who identify as lesbian, gay, bisexual and/or are gender non-conforming are not hindered from receiving much needed recovery services.
2020 Edition




Individuals and families who receive Disaster Recovery Case Management services access and use resources and support that build on their strengths and meet their service needs.
All elements or requirements outlined in the standard are evident in practice, as indicated by full implementation of the practices outlined in the Practice Standards.
Practices are basically sound but there is room for improvement, as noted in the ratings for the Practice Standards; e.g.,
  • Minor inconsistencies and not yet fully developed practices are noted; however, these do not significantly impact service quality; or
  • Procedures need strengthening; or
  • With few exceptions, procedures are understood by staff and are being used; or
  • For the most part, established timeframes are met; or
  • Proper documentation is the norm and any issues with individual staff members are being addressed through performance evaluations and training; or
  • Active client participation occurs to a considerable extent.
Practice requires significant improvement, as noted in the ratings for the Practice Standards. Service quality or program functioning may be compromised; e.g.,
  • Procedures and/or case record documentation need significant strengthening; or
  • Procedures are not well-understood or used appropriately; or
  • Timeframes are often missed; or
  • Several client records are missing important information; or
  • Client participation is inconsistent. 
Implementation of the standard is minimal or there is no evidence of implementation at all, as noted in the ratings for the Practice Standards; e.g.,
  • No written procedures, or procedures are clearly inadequate or not being used; or 
  • Documentation is routinely incomplete and/or missing.      
Self-Study EvidenceOn-Site EvidenceOn-Site Activities
  • Eligibility requirements
  • Evidence of collaboration with community providers including MOUs or other formal agreements and documentation from local, state, or national disaster related community collaborators, as applicable
  • Outreach strategies and informational material
  • Interviews may include:
    1. Program director
    2. Relevant personnel

DRCM 3.01

Organizations affiliated with national networks that share responsibility for disaster recovery case management service delivery:
  1. follow national guidelines for seeking and securing resources and collaborating with partners;
  2. are clear on their local and, if applicable, national scope of responsibility; and
  3. adhere to decision-making guidance from the national organization first, then locally, as needed.
NA The organization is not affiliated with a national network.

DRCM 3.02

Local organizations with responsibility for disaster recovery case management services have formal, written agreements with other service providers which address potential barriers to access.
Examples: Agreements that address barriers can include community arrangements for provision of care for school age children while adults participate in disaster recovery services; transportation services for persons with disabilities; and providing, or arranging for, bilingual personnel or translators.

DRCM 3.03

Effective, culturally- and linguistically-competent outreach strategies connect potential service recipients with accurate and appropriate information about community resources, service availability, and eligibility.


Case managers may receive cases through referral from another service provider or service unit within the organization that is responsible for outreach. Case managers that play no direct role in determining eligibility should, still have sufficient and current information about eligibility to provide accurate answers to service recipients' questions.