Standards for Military Family Readiness programs

2020 Edition

Administration and Management (MIL-AM) 8: Customer Files

Customer files contain sufficient, accurate information to:

  1. support decisions about interventions or services; and
  2. document service delivery.


2020 Edition




Through sound administration and effective management, the MFR program achieves its vision, mission and strategic goals; assures appropriate use of resources for the good of customers; and remains responsive to the needs of the military community.
Full Implementation, Outstanding Performance
A rating of (1) indicates that the programs’ 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 overall performance.  
Substantial Implementation, Good Performance 
A rating of (2) indicates that a programs’ 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 practices that are not fully developed are noted; however, these do not significantly impact service quality or overall performance.
Partial Implementation, Concerning Performance
A rating of (3) indicates that significant aspects of the programs’ observed infrastructure and/or practices require significant improvement. The program has not implemented the basic framework of the standard but instead has in place only part(s) 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 program functioning may be compromised. Capacity is at a basic level.
Unsatisfactory Implementation and Performance
A rating of (4) indicates that implementation of the standard is minimal or there is no evidence of implementation at all. The programs’ observed administration and management infrastructure and practices are weak or non-existent; or show signs of neglect, stagnation, or deterioration.

Please see Rating Guidance for additional rating examples. 
Self-Study EvidenceOn-Site EvidenceOn-Site Activities
  • Sample customer file, table of contents, or outline of what should be included in customer files (MIL-AM 8.02)
  • Interview:
    1. MFR program director
    2. Relevant staff
    3. Customers

MIL-AM 8.01

The MFR program maintains a record of contacts with customers according to relevant Department of Defense and Service policy guidelines.


It may not be appropriate to open a customer file for each point-of-contact. For example, customers that receive one-time information and referral or who attend an occasional educational session may not need a full customer file opened. 
Note: See MIL-CR 2.05 for more information on maintaining customer files for couples and families.

MIL-AM 8.02

Customer files contain information necessary to provide services as defined by the MFR program and/or applicable regulatory guidance and the content of customer files should be tailored to the service being provided as well as the needs and preferences of the customer.
Note: Content requirements for customer files is further defined in applicable service sections.

MIL-AM 8.03

Customer file entries are made by authorized staff only, and are:
  1. specific, factual, relevant, and legible;
  2. kept up to date;
  3. completed, signed, and dated by the person who provided the service; and
  4. signed and dated by supervisors, where appropriate.


Customer files and signatures can be paper, electronic, or a combination of paper and electronic.

MIL-AM 8.04

Progress notes are entered quarterly or more frequently as required by law or regulation.
NA The nature of the MFR program does not require progress notes for each customer.