Standards for Military Family Readiness programs

2020 Edition

Exceptional Family Member Program Family Support (MIL-EFMP) 3: Service Delivery

The MFR program delivers EFMP family support services that:
  1. are tailored to meet the unique needs of the family;
  2. provide families with the necessary information and support to access needed supports and services and effectively navigate the service delivery system; and
  3. promote independence and self-determination.


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
  • Procedures for reviewing and updating the community resource file/list (MIL-EFMP 3.03)
  • Interview:
    1. MFR program director
    2. Relevant staff
    3. Customers


Customers seeking ongoing support have the opportunity to participate in an individualized, strengths-based, culturally-responsive assessment that:
  1. is conducted using a standardized assessment tool that is appropriate to the request or need for service;
  2. identifies family strengths, needs, and goals; and
  3. serves as the basis for developing the services plan.


Examples of considerations that contribute to a culturally responsive assessment include geographic location, language of choice, age and developmental level, and the family's religious, racial, ethnic, and cultural background.


Examples of strengths include natural supports and helping networks.
Note: Refer to the Assessment Matrix - MFR for additional assessment criteria. The elements of the matrix should be tailored according to the needs of specific customers or service design.


Customers seeking ongoing support have the opportunity to develop and implement an assessment-based services plan that promotes independence and self-determination, and includes, as applicable:
  1. the customer’s stated goals, desired outcomes, and timeframes for achieving them;
  2. agreed upon services and supports to be provided, and by whom; and
  3. documentation of the customer's participation, including children when appropriate, in developing the plan.


Generally children age six or over are to be included in service planning if appropriate and agreed to by the parent or legal guardian.
Note: When a customer will be on the installation for a short period of time, they should be offered a services plan that includes a warm handoff to needed supports and services upon discontinuation of local EFMP family support services. See MIL-EFMP 3.07 for more information.


The MFR program:
  1. directly provides, refers, or otherwise connects families to needed or requested services, support, and information as identified in the services plan or otherwise requested; and
  2. maintains, or has access to, an up-to-date file of reliable civilian and military supports and services, and information on how to access them.
Related Standards:


The MFR program provides EFMP family support services and information using an array of service modalities, as appropriate to the needs of the customer, including:
  1. educational classes and workshops, including opportunities for distance learning, when appropriate;
  2. briefings;
  3. access to supportive peer networks;
  4. public or social media venues, when available;
  5. self-directed information gathering such as access to informational databases or on-site computers;
  6. appropriate referrals to formal and informal services and supports; and
  7. individual support and assistance.
Related Standards:


Examples of public media venues include online networking websites and community forums. Examples of informational databases include Military OneSource, Turbo TAP, America’s Career Network, eBenefits, National Resource Directory, VMET, and Service-specific websites.


MFR program staff and the family regularly review progress and make adjustments to service delivery as needed.


General timeframes for reviews may be set by DoD or Service policy guidelines but the MFR program should work with the customer to set individualized timelines for review that are appropriate to the customer’s needs.


When ongoing family support is being provided, MFR program staff and a supervisor, or a service or peer team, review the case at least quarterly to assess:
  1. services plan implementation, when applicable;
  2. the need for a services plan, when desired by the customer, if one has not already been developed;
  3. the customer's progress toward achieving goals and desired outcomes; and
  4. the continued applicability of agreed upon service goals.


Timeframes for services plan review should be adjusted depending upon the issues and needs of the customer, and the frequency and intensity of services provided.


When ongoing family support is being provided, customers and MFR program staff work together to prepare for the discontinuation of local EFMP family support services and a warm handoff to needed supports and services, including:
  1. developing a plan for discontinuation that identifies needed services and resources and contacts for obtaining these services; and
  2. notifying any collaborating service providers as needed and in accordance with applicable privacy and confidentiality laws.
Related Standards:


Examples of events that could result in discontinuation of local EFMP family support services include retirement, separation from the military, transition to Title 32 status, transition to another duty station, or if services and supports are no longer needed or requested.


One example of activities that demonstrate implementation of element (b) is offering relocation support by collaborating with the gaining installation’s EFMP family support program in accordance with applicable privacy and confidentiality laws.