Standards for public agencies

2020 Edition

Crisis Response and Information Services (PA-CRI) 7: Community Needs Assessment

The agency tracks information on community needs and the quality and availability of community resources.
2020 Edition




Crisis Response and Information Services operate as part of the community's crisis response system to provide immediate, dependable responses and reliable information to promote safety and stability for the individual in crisis.
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. 
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.

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.
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 service delivery infrastructure and practices are weak or non-existent; or show signs of neglect, stagnation, or deterioration.
Self-Study EvidenceOn-Site EvidenceOn-Site Activities
  • Procedures for collecting and summarizing community needs
  • Procedures for evaluating referral resources
  • Summaries provided to the community during the previous six months
  • Data on service use for the previous six months
  • Quarterly reviews of quality data for the previous six months
  • Interviews may include:
    1. Program director

PA-CRI 7.01

The agency collects and periodically summarizes data on community needs and available resources, and shares summaries with the community.

PA-CRI 7.02

The agency monitors service quality by:
  1. collecting data on service use; 
  2. evaluating referral resources on an ongoing basis to assess the safety, quality, and effectiveness of services provided; and 
  3. reviewing quality data quarterly.
Examples: Evaluations of referral resources may be conducted through site visits or inquiries of the referral resource's reputation in the community.