Standards for public agencies

2020 Edition

Administrative and Service Environment (PA-ASE) 3: Accessibility and Accommodation

Service and administrative facilities are accessible and accommodate the needs of service recipients. 
2020 Edition

Currently viewing: ADMINISTRATIVE AND SERVICE ENVIRONMENT (PA-ASE)

VIEW THE STANDARDS

Purpose

 The agency’s administrative and service environments are respectful, safe, and accessible and contribute to agency effectiveness.
1
Full Implementation, Outstanding Performance
A rating of (1) indicates that the agency's 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 agency performance. 
2
Substantial Implementation, Good Performance
A rating of (2) indicates that an agency's 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 not yet fully developed practices are noted; however, these do not significantly impact service quality or agency performance.
3

Partial Implementation, Concerning Performance
A rating of (3) indicates that the agency's observed infrastructure and/or practices require significant improvement.  

  • The agency 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 agency functioning may be compromised.  
  • Capacity is at a basic level.
4
Unsatisfactory Implementation or Performance
A rating of (4) indicates that implementation of the standard is minimal or there is no evidence of implementation at all.  
  • The agency’s observed administration and management infrastructure and practices are weak or non-existent; or show signs of neglect, stagnation, or deterioration.
Self-Study EvidenceOn-Site EvidenceOn-Site Activities
County/Municipality Administered Agency, State Administered Agency (Central Office), or other Public Entity 
  • Procedures for adapting programs and services to meet the needs of clients
State Administered Agency (Regional Office)
  • No Self-Study Evidence
No On-Site Evidence
All Agencies
  • Interviews may include:
    1. Agency leadership
    2. Relevant personnel
    3. Persons served
  • Observe facility

 

PA-ASE 3.01

In planning the location and use of offices and branches, the agency considers:
  1. accessibility, availability, and affordability of public transportation; 
  2. location of other relevant community resources;  
  3. the special needs of the defined service population as well as the needs of persons with disabilities.
Note: Please see the Facility Observation Checklist for additional guidance on this standard.

 
Fundamental Practice

PA-ASE 3.02

The agency designs and adapts its programs and services, as appropriate, to accommodate the visual, auditory, linguistic, and motor abilities of persons served.

 

PA-ASE 3.03

The agency accommodates the written and oral communication needs of clients by:
  1. communicating, in writing and orally, in the languages of the major population groups served; 
  2. providing, or arranging for, bilingual personnel or translators or arranging for the use of communication technology, as needed;
  3. providing telephone amplification, sign language services, or other communication methods for deaf or hard of hearing persons;
  4. providing, or arranging for, communication assistance for persons with special needs who have difficulty making their service needs known; and
  5. considering the person's literacy level.
Examples: Examples of ways the agency can demonstrate standard implementation include, but are not limited to:
  1. providing basic program information in languages representative of consumer groups;
  2. proactively reaching out to ensure that all individuals can use its services and fully participate in planning;
  3. hiring sufficient numbers of bilingual personnel for all programs in which confidential interpersonal communication is necessary for adequate service delivery;
  4. ensuring there is a bilingual worker on staff for each language group large enough to comprise an average-sized caseload;
  5. offering trained translators or interpreters in non-counseling services when bilingual personnel are not available without depending upon children or other individuals unable to maintain the integrity of the client-provider relationship; and
  6. using assistive technology, such as amplification for deaf or hard of hearing persons or a language telephone line, when appropriate.