Standards for private organizations

2020 Edition

Disaster Recovery Case Management (DRCM) 5: Recovery Planning and Monitoring

Each individual or family participates in the development, implementation, and ongoing review of a recovery plan that is the basis for coordination and delivery of appropriate services and support.
2020 Edition

Currently viewing: DISASTER RECOVERY CASE MANAGEMENT (DRCM)

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Purpose

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.
Examples: The disaster recovery plan may include:
  1. For all individuals and families: crime victims services for victims of mass violence, applications for public benefits and insurance, crisis intervention services, and other services needed to recover optimum social, psychological, and physical functioning.
  2. For individuals, families, and children: mental health treatment or other counseling services, group activity and/or recreation programs, volunteer or employment programs, personal care services, foster care, respite care, intergenerational support services, vocational training, child care, and tutorial programs. 
  3. For individuals with special needs: counseling, services for substance use conditions, transitional living arrangements, residential treatment or other out-of-home placement, education, day treatment or activity programs, respite care, nutrition services, vocational training or rehabilitation, and transportation services. 
  4. For older adults: mental health or other counseling services, medical and rehabilitative services, escort/transportation services, social programs, volunteer or employment programs, in-home care services, skilled nursing services, senior companion or intergenerational support services, home delivered meals, telephone reassurance services, repair services, day care and respite services, and legal and financial services.
1
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.
2
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
  • In a few instances, client or staff signatures are missing and/or not dated; or
  • With few exceptions, staff work with persons served, when appropriate, to help them receive needed support, access services, mediate barriers, etc.; or
  • Active client participation occurs to a considerable extent.
3
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
  • In several instances, client or staff signatures are missing and/or not dated; or
  • Quarterly reviews are not being done consistently; or
  • Level of care for some clients is clearly inappropriate; or
  • Service planning is often done without full client participation; or
  • Appropriate family involvement is not documented; or  
  • Documentation is routinely incomplete and/or missing; or
  • Individual staff members work with persons served, when appropriate, to help them receive needed support, access services, mediate barriers, etc., but this is the exception.
4
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
  • Service planning and monitoring procedures
  • Procedures for referring individuals and families for services
  • Community resource and referral list
  • Interviews may include:
    1. Program director
    2. Relevant personnel
    3. Persons served
  • Review case records

 

DRCM 5.01

An assessment-based recovery plan is developed in a timely manner with the full participation of the individual, and their family when appropriate, and includes:
  1. agreed upon goals, desired outcomes, and timeframes for achieving them;
  2. time-limited, recovery plan tasks to be completed by the client or worker, with additional tasks to be accomplished through referral, assistance, or advocacy;
  3. services and supports to be provided, and by whom;
  4. possibilities for maintaining and strengthening family relationships and other informal social networks;
  5. procedures for expedited recovery planning when crisis or urgent need is identified; and
  6. the individual’s or guardian’s signature.

Interpretation

When individuals and families are mobile in the aftermath of a disaster, an integrated recovery and exit plan may be initiated.

 

DRCM 5.02

The organization works in active partnership with individuals and families to:
  1. directly provide or arrange for services and resources identified in the recovery plan; 
  2. provide case coordination and monitoring of services;
  3. ensure they receive appropriate advocacy support; and
  4. mediate barriers to services within the service delivery system.
Examples: The organization can encourage active participation of individuals and families by demonstrating:
  1. sensitivity to the willingness of the person or family to be engaged; 
  2. sensitivity to differences in presentation of needs over the phases of recovery and changes in availability of resources; 
  3. a non-threatening manner; 
  4. respect for the person, his/her autonomy, culture, and confidentiality; and 
  5. flexibility.

 

DRCM 5.03

The organization maintains a comprehensive, up-to-date list of community programs and services and information on how to access them.

 

DRCM 5.04

Service monitoring includes:
  1. confirmation, usually within one or two working days, that a service has been initiated as scheduled;
  2. verification, usually within 15 working days, that the service is appropriate and satisfactory; 
  3. follow-up every month at a minimum, or as needed; and
  4. immediate response to any complaints or problems that develop in the delivery of service or with individuals and families.

Interpretation

The organization should tailor the type and frequency of service monitoring according to the needs of persons receiving services, frequency and intensity of service provided, barriers and resources that emerge, and frequency of contact with informal caregivers and cooperating providers.

 

DRCM 5.05

The worker and a supervisor, or a clinical, service, or peer team, review cases routinely, consistent with established timeframes, to assess:
  1. recovery plan implementation;
  2. the individual’s or family’s progress toward achieving goals and desired outcomes; and
  3. the continuing appropriateness of service goals.

Interpretation

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.

Interpretation

Because disaster recovery case management is time limited, case reviews should be conducted within meaningful timeframes that take into account the nature of the disaster; issues and needs of individuals and families; the frequency, duration, and intensity of services provided; and resources available.

 

DRCM 5.06

The worker and individual, and his or her family when appropriate:
  1. review progress toward achievement of agreed upon service goals; and 
  2. sign revisions to service goals and plans.

 

DRCM 5.07

During disaster recovery planning and implementation, the organization:
  1. engages in active and collaborative participation with community recovery resource meetings, as appropriate;
  2. shares information at resource meetings regarding inventories of resources, such as available staff, money, or materials; and
  3. assures that organizational representatives have authority to allocate resources at the community recovery resource meetings.