Standards for private organizations

2020 Edition

Disaster Recovery Case Management (DRCM) 6: Case Closing

The organization works with individuals and families to plan for case closing. 
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
  • 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, the organization terminated services inappropriately; or  
  • Active client participation occurs to a considerable extent; or
  • A formal case closing evaluation is not consistently provided to the public authority per the requirements of the standard.
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
  • Services are frequently terminated inappropriately; or  
  • Aftercare planning is not initiated early enough to ensure orderly transitions; or
  • A formal case closing summary and assessment is seldom provided to the public authority per the requirements of the standard; 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
  • Case closing procedures
No On-Site Evidence
  • Interviews may include:
    1. Program director
    2. Relevant personnel
    3. Persons served
  • Review case records


DRCM 6.01

Planning for case closing:
  1. is a clearly defined process that includes assignment of staff responsibility;
  2. begins at intake;
  3. involves the worker, the individual, a parent or legal guardian, and others as appropriate to the needs and wishes of the individual.


The disaster recovery goal(s) and scope of time-limited, disaster-related services and programs should inform the timing of case closing.


DRCM 6.02

Upon case closing, the organization notifies any collaborating service providers as appropriate.


DRCM 6.03

If an individual or family has to leave the program unexpectedly, the organization makes every effort to identify other service options and link the individual or family with appropriate services.


The organization must determine on a case-by-case basis its responsibility to continue providing services to persons whose third-party benefits are denied or have ended and who are in critical situations.


DRCM 6.04

Cases are closed and transferred to an appropriate provider when:
  1. a resource or time-limited program closes, resulting in termination of services; and/or
  2. a transfer is requested by the client or when it is determined that transferring a case to another disaster case management organization is in the client’s best interest and the individual or family concur.
Examples: Situations that may warrant a case transfer include when a client needs specialized services that the organization can not provide directly or arrange for without the transfer, such as programs with bilingual staff, services for seniors, or services for individuals with disabilities.


DRCM 6.05

An organization transferring and closing a case consults with the receiving organization prior to transfer to insure acceptance of the case and continuity of service.