Standards for private organizations

2020 Edition

Risk Prevention and Management (RPM) 7: Quality Monitoring of Contracted Social and Human Services

The organization monitors and evaluates the quality and effectiveness of social and human services purchased from other provider organizations.

Interpretation

These standards only apply to contracts entered into by the organization in which it purchases social and human services from another organization, such as when a shelter program purchases vocational rehabilitation services for its clients. They do not apply to contracts where the organization acts as a vendor of social and human services or to contracts for the purchase of support services, such as maintenance or transportation services. These types of contracts are addressed in RPM 6
 
The standards in this Core are also not applicable to contracts with individual consultants and independent contractors, which are addressed in Human Resources Management (HR 7).



Network

Interpretation

These standards apply to services purchased from all service providers including owner and partner organizations, and individual practitioners, as applicable.
NA The organization does not purchase social and human services from other organizations.
2020 Edition

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Purpose

Comprehensive, systematic, and effective risk prevention and management practices sustain the organization's ability to positively impact the communities and people it serves by reducing its risk, loss, and liability exposure.
Note: Please see Applicability of COA Standards to Contracts and Non-Contractual Service Agreements for additional guidance on this standard. 
1
The organization's practices fully meet the standard, as indicated by full implementation of the practices outlined in the RPM 7 Practice standards.
2
Practices are basically sound but there is room for improvement, as noted in the ratings for the RPM 7 Practice standards.
3
Practice requires significant improvement, as noted in the ratings for the RPM 7 Practice standards.
4
Implementation of the standard is minimal or there is no evidence of implementation at all, as noted in the ratings for the RPM 7 Practice standards.
Self-Study EvidenceOn-Site EvidenceOn-Site Activities
  • Contract monitoring procedures
  • Contracts
  • Contractor progress reports
  • Documentation of contract remediation as appropriate
  • Interviews may include:
    1. Governing Body
    2. CEO/CFO
    3. Contract manager(s)
Networks Only:
  • Interviews may include:
    1. Provider CEO/CFO
    2. Provider contract manager(s)

 
Fundamental Practice

RPM 7.01

Contractors who provide human or social services:
  1. have sufficient human and financial resources to fulfill the terms of the contract; and
  2. are licensed or otherwise legally authorized to provide the contracted services.
1
The organization's practices reflect full implementation of the standard.
2
Practices are basically sound but there is room for improvement; e.g.,
  • Procedures need strengthening.
3
Practice requires significant improvement; e.g.,
  • Documentation is poorly maintained or some documentation is missing; or
  • The organization has not conducted the required due diligence in some instances.
4
Implementation of the standard is minimal or there is no evidence of implementation at all.

 

RPM 7.02

The organization routinely monitors contractor progress toward fulfilling the terms of the contract.
1
The organization's practices reflect full implementation of the standard.
2
Practices are basically sound but there is room for improvement; e.g.,
  • Monitoring procedures need strengthening.
3
Practice requires significant improvement; e.g.,
  • Monitoring is not consistently done.
4
Implementation of the standard is minimal or there is no evidence of implementation at all.

 

RPM 7.03

Contracts for social and human services include:
  1. service quality, client satisfaction, and outcomes that accord with the organization’s expectations;
  2. criteria for evaluating vendor performance;
  3. a process for remediating performance issues; and
  4. protocols for routine communication of related data.
1
The organization's practices reflect full implementation of the standard.
2
Practices are basically sound but there is room for improvement; e.g.,
  • Monitoring procedures need strengthening.
3
Practice requires significant improvement; e.g.,
  • One of the elements has not been implemented.
4
Implementation of the standard is minimal or there is no evidence of implementation at all.