Standards for Military Family Readiness programs

2020 Edition

Exceptional Family Member Program Family Support (MIL-EFMP) 2: Initial Contact

The MFR program works with prospective customers to identify their request or need for service and:

  1. initiates EFMP family support services; or
  2. makes a referral to a provider or program better suited to meet their needs. 
2020 Edition




Military families with special needs who receive EFMP family support services have the necessary tools to access needed supports and services and effectively navigate the service delivery system.
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 and/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 standard's 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 and/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 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. Observed 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
  • Documentation of service delivery as evidence that services are initiated within established timeframes (e.g. customerfiles, contact logs, etc.) (MIL-EFMP 2.01)
  • Information provided to customers (MIL-EFMP 2.02)
  • Interview:
    1. MFR program director
    2. Relevant staff


The MFR program’s procedures for initial contact:
  1. support timely initiation of services or an appropriate referral;
  2. address criteria for determining when a prospective customer's needs or requests cannot be met by EFMP family support; and
  3. address criteria for determining the level of EFMP family support that is needed or requested, including when an assessment and services plan is appropriate. 



Prospective customers who contact the MFR program receive information necessary to make an informed decision about using the MFR program’s services including:
  1. what services will be available and when;
  2. how the MFR program can support the achievement of desired outcomes; and
  3. the benefits, risks, alternatives, and consequences of planned services.
Related Standards: