Standards for Military Family Readiness programs

2020 Edition

Administration and Management (MIL-AM) 9: Technology-Based Service Delivery

Technology-based service delivery is offered to customers when appropriate to their needs and in a manner that protects privacy and confidentiality.

Interpretation

“Technology-based service delivery” refers to the delivery of services using information and communications technology (technologies). Examples of different technologies include, but are not limited to: telephones/mobile phones, computers, tablets, videoconferencing, interactive messaging systems, and other mobile devices and applications. This approach to service delivery allows staff to interact with customers from a remote location and provide services at a distance.

Though the term “technology-based service delivery” is referenced throughout this section, there are a number of terms that refer to the delivery of services via technologies such as teleservices, telepractice, distance counseling, internet- or web-based interventions, telephonic services, and digital services. Depending on the type of service being provided, MFR programs should refer to applicable federal and state definitions as they influence laws, regulations, and policies, including those pertaining to credentialling.

NA The MFR program does not engage customers in technology-based service delivery.

2020 Edition

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Purpose

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.
Related Standards:
1
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.  
2
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.
3
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.
4
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
  • Policies and procedures that guide service delivery (MIL-AM 9.01)
  • Procedures addressing:
    1. assessing the appropriateness of services (MIL-AM 9.02)
    2. obtaining consent (MIL-AM 9.03)
    3. instruction, training, and/or support for customers as appropriate (MIL-AM 9.04)
No On-Site Evidence
  • Interview:
    1. Relevant staff
    2. MFR program director
    3. Customers
  • Observe demonstration of technologies, if appropriate

MIL-AM 9.01

The MFR program adheres to policies and procedures that guide technology-based service delivery and address:
  1. privacy and security measures specific to the service delivery model;
  2. the use of acceptable technologies, including staff-owned devices, if applicable; and
  3. collecting, storing, tracking, and transmitting information gathered electronically.
Related Standards:
Note: MIL-CR 1 and 2 address organizational safeguards for protecting confidential and other sensitive information. MFR programs should consider the risks associated with technology-based service delivery and implement additional privacy and security measures as needed.

MIL-AM 9.02

For each customer, the MFR program:
  1. assesses the appropriateness of technology-based service delivery;
  2. monitors whether or not the service delivery model is effective; and
  3. arranges for services to be delivered in-person when necessary.

MIL-AM 9.03

When engaging in technology-based service delivery, customers are informed of the following, as appropriate to the type of service being provided, in order to make an informed decision about engaging in technology-based service delivery:
  1. the physical location where staff can be visited in person;
  2. contact information and credentials for staff providing services;
  3. potential for technical failure and alternate methods of service delivery, including access to other service providers;
  4. privacy and confidentiality limitations associated with electronic communication;
  5. risks and benefits associated with the service delivery model;
  6. emergency response protocols and limitations, when appropriate to the type of service being provided;
  7. how personal information and data will be documented, stored, protected, and used; and
  8. under what conditions a referral for face-to-face services may be made.
Related Standards:

Interpretation

Regarding element (f), emergency response protocols depend upon the location where customers receive services and whether or not they have access to trained professionals.
Note: The MFR program must also comply with all relevant standards in CR 1 related to client rights and responsibilities, including consent for services.

MIL-AM 9.04

The MFR program provides customers with appropriate instruction, training, and support on how to access and use required technologies.
 

Interpretation

Examples of support include technical assistance and/or information on alternative methods for connecting with staff or other more immediate resources.