Standards for Military Family Readiness programs

2020 Edition

Human Resources (MIL-HR) 4: Supervision

A system of supervision is in place that supports staff development and the delivery of quality services. 
2020 Edition

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A qualified, trained, and supported workforce contributes to the delivery of quality services that promote customer satisfaction and positive service delivery results. 
Note: MIL-HR 4 does not apply to  contractors.

Note: MIL-HR 4 is NA for volunteers when the MFR program is being reviewed under Volunteer Coordination (MIL-VC).
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
  • Description of the system of supervision, including:
    1. an explanation of who is responsible for implementing the responsibilities outlined in the standards
    2. the frequency and format of supervision
    3. supervisor/supervisee ratios (MIL-HR 4.01, MIL-HR 4.03)
  • Position descriptions for individuals responsible for carrying out supervisory activities (MIL-HR 4.02)
  • Procedures and criteria used for assigning and evaluating workload (MIL-HR 4.04)
  • See MFR program staffing chart in MIL-HR 3 for lines of supervision/oversight (MIL-HR 4)
  • For USAR MFR programs only:
    1. a rating chart that identifies the senior, direct, and intermediate raters for each position or job category (MIL-HR 4)
  • Documentation of supervision or supervision logs (MIL-HR 4.01, MIL-HR 4.03)
  • Documentation of workload assessment (MIL-HR 4.04)
  • Interview:
    1. MFR program director
    2. Relevant staff

MIL-HR 4.01

Staff receive regularly scheduled supervision that is documented in an administrative file containing the date and duration of each session and a brief summary of what was discussed.
Research suggests that workers who receive supportive supervision are more effective in their work, which can have a positive impact on customers. 

MIL-HR 4.02

Supervisory responsibilities include:
  1. delegating and overseeing work assignments;
  2. ensuring that services are delivered according to the MFR program’s mission and practice model;
  3. supporting staff development and learning; and
  4. providing ongoing feedback, including conducting annual performance reviews, when applicable.

MIL-HR 4.03

Staff receive additional support when they are:
  1. new;
  2. developing competencies;
  3. experiencing challenging circumstances with the customers they work with; or
  4. experiencing higher workloads. 

MIL-HR 4.04

Staff workloads support the achievement of positive outcomes, are regularly reviewed, and are based on an assessment of the following:
  1. the type or intensity of service being provided, including frequency of contact;
  2. the qualifications, competencies, and experience of the  worker, including the level of supervision needed;
  3. the work and time required to accomplish assigned tasks and job responsibilities; and
  4. service volume.

MIL-HR 4.05

Direct service volunteers, student professionals, and interns are directly supervised by appropriately qualified staff in accordance with applicable law, regulations, or policy.
NA The MFR program does not use direct service volunteers, student professionals, or interns.

NA The MFR program does not use student professionals or interns and its use of volunteers is being reviewed under Volunteer Coordination (MIL-VC).