Standards for private organizations

2020 Edition

Refugee Resettlement Services (RRS) 4: Intake and Assessment

The organization's intake and assessment practices ensure that service recipients receive prompt and responsive access to appropriate services.

Interpretation

COA acknowledges that organizational involvement in the screening process is dependent on referral systems and contractual obligations. For the purpose of meeting the intent of the standards, organizations must provide self-study evidence, through procedures, that demonstrate their role and responsibilities in ensuring that components of the screening and intake process reflect these practices.
2020 Edition

Currently viewing: REFUGEE RESETTLEMENT SERVICES (RRS)

VIEW THE STANDARDS

Purpose

Refugees acquire the cross-cultural information, skills, and social support network needed to gain stability, make a positive personal and social adjustment, maintain family connections and well-being, and achieve educational, economic and civic participation goals.
1
All elements or requirements outlined in the standard are evident in practice, as indicated by full implementation of the practices outlined in the Practice Standards.
2
Practices are basically sound but there is room for improvement, as noted in the ratings for the Practice Standards; e.g.,
  • Minor inconsistencies and not yet fully developed practices are noted; however, these do not significantly impact service quality; or
  • Procedures need strengthening; or
  • With few exceptions, procedures are understood by staff and are being used; or
  • In a few rare instances, urgent needs were not prioritized; or
  • For the most part, established timeframes are met; or
  • Culturally responsive assessments are the norm and any issues with individual staff members are being addressed through performance evaluations and training; or
  • Active client participation occurs to a considerable extent.
3
Practice requires significant improvement, as noted in the ratings for the Practice Standards. Service quality or program functioning may be compromised; e.g.,
  • Procedures and/or case record documentation need significant strengthening; or
  • Procedures are not well-understood or used appropriately; or
  • Urgent needs are often not prioritized; or 
  • Services are frequently not initiated in a timely manner; or
  • Applicants are not receiving referrals, as appropriate; or 
  • Assessment and reassessment timeframes are often missed; or
  • Assessments are sometimes not sufficiently individualized; 
  • Culturally responsive assessments are not the norm, and this is not being addressed in supervision or training; or
  • Several client records are missing important information; or
  • Client participation is inconsistent; or
  • Intake or assessment is done by another organization or referral source and no documentation and/or summary of required information is present in case record. 
4
Implementation of the standard is minimal or there is no evidence of implementation at all, as noted in the ratings for the Practice Standards; e.g.,
  • There are no written procedures, or procedures are clearly inadequate or not being used; or
  • Documentation is routinely incomplete and/or missing.  
Self-Study EvidenceOn-Site EvidenceOn-Site Activities
  • Screening and intake procedures
  • Assessment procedures
  • Copy of assessment tool(s)
  • Community resource and referral list
  • Interviews may include:
    1. Program director
    2. Relevant personnel
    3. Individuals or families served
  • Review case records

 

RRS 4.01

Persons served are screened and informed about:
  1. how well their request matches the organization’s services; and
  2. what services will be available and when.
NA Another organization is responsible for screening, as defined in a contract.

 
Fundamental Practice

RRS 4.02

Prompt, responsive intake practices: 
  1. gather information necessary to identify critical service needs and/or determine when a more intensive service is necessary;
  2. give priority to urgent needs and emergency situations;
  3. support timely initiation of services; and
  4. provide placement on a waiting list or referral to appropriate resources when individuals cannot be served or cannot be served promptly.

 

RRS 4.03

The organization makes every effort to ensure service recipients fully understand issues covered and information provided during initial meetings.

Interpretation

Organizations that work with non-literate populations should use alternative methods, such as documented verbal agreements, to ensure that individuals understand service delivery.

 

RRS 4.04

Persons served participate in an individualized, culturally, and linguistically responsive assessment that is:
  1. completed within timeframes established by federal and state government entities;  
  2. updated as needed based on the needs of persons served; and
  3. focused on information pertinent for meeting service requests and objectives.

 

RRS 4.05

The assessment includes:
  1. economic aspirations relative to length of residence; 
  2. preparation to adapt to the destination culture;  
  3. family background, expectations, interpersonal networks, and resources;
  4. transferable workforce skills, aptitudes, and competencies that will aid acculturation; and
  5. healthcare needs and the most appropriate cross-cultural approach to service provision.

Interpretation

The Assessment Matrix - Private, Public, Canadian, Network determines which level of assessment is required for COA’s Service Sections. The assessment elements of the Matrix can be tailored according to the needs of specific individuals or service design.