Standards for public agencies

2020 Edition

Domestic Violence Services (PA-DV) 5: Service Planning and Monitoring

Each survivor participates in the development and ongoing review of a service plan that is the basis for delivery of appropriate services and support.
2020 Edition




Individuals who receive Domestic Violence Services gain a sense of empowerment, improve their well-being, and increase their ability to live safely and independently.
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
  • Service planning and monitoring procedures
No On-Site Evidence
  • Interviews may include:
    1. Program director
    2. Relevant personnel
    3. Survivors
  • Review case records

PA-DV 5.01

An assessment-based service plan is developed in a timely manner with the full participation of the survivor, and other non-offending family members as appropriate and with the consent of the survivor, and includes: 
  1. agreed upon goals, desired outcomes, and timeframes for achieving them;
  2. services and supports to be provided, and by whom;
  3. possibilities for maintaining and strengthening family relationships and other informal social networks; 
  4. procedures for expedited service planning when crisis or urgent need is identified; and
  5. the survivor’s signature.


Although personnel should help identify available services and evaluate options, survivors should be the primary planners of their goals and objectives, and have the right to make their own decisions and decline services.

PA-DV 5.02

The agency works in active partnership with survivors to:
  1. assume a service coordination role, as appropriate, when the need has been identified and no other agency has assumed that responsibility;
  2. ensure that they receive appropriate advocacy support;
  3. assist with access to the full array of services to which they are eligible;
  4. mediate barriers to services within the service delivery system; and
  5. prepare community providers to meet survivors’ needs.


For service members, veterans, and their families, community providers may include military or Veterans Affairs providers. The service plan should clearly outline which services will be provided on the installation or Veterans Affairs facility, when appropriate to the needs and wishes of the survivor. This population is often unsure of the services to which they are entitled and how to navigate military care systems. The clinician should take an active role in navigating these care systems when possible.

PA-DV 5.03

The worker and a supervisor, or a clinical, service, or peer team, review the case bi-weekly when providing residential services and quarterly when providing non-residential services, or more frequently depending on the needs of survivors, to assess:
  1. service plan implementation;
  2. progress toward achieving service goals and desired outcomes; and
  3. the continuing appropriateness of the agreed upon service goals.


When experienced workers are conducting reviews of their own cases, the worker’s supervisor must review a sample of the worker’s evaluations as per the requirements of the standard.

PA-DV 5.04

The worker and survivor: 
  1. review progress toward achievement of agreed upon service goals; and 
  2. sign revisions to service goals and plans.