Standards for private organizations

2020 Edition

Ways to Work (WtW) 4: Services and Support

Ways to Work programs support each client's efforts to meet his or her service goals.


Service goals for Ways to Work loan programs may be limited to paying back the loan.
2020 Edition



The Ways to Work program helps participants maintain employment or remain in school.
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.
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
  • For the most part, established timeframes are met; or
  • Proper documentation is 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.
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
  • Timeframes are often missed; or
  • Several client records are missing important information; or
  • Client participation is inconsistent. 
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.,
  • 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
  • Procedures for referring individuals to services
  • Procedures for documenting client contact
  • Procedures for monthly open case review
  • Procedures for following up on late payments/deposits
  • Community resource and referral list
  • Financial literacy education materials
  • Interviews may include:
    1. Program director
    2. Relevant personnel
    3. Persons served
  • Review client files


WtW 4.01

The organization facilitates the resolution of barriers to achieving financial self-sufficiency goals either directly or by referral.


WtW 4.02

Persons served are offered financial literacy education that is provided directly or by referral and includes:
  1. financial goal setting;
  2. budgeting;
  3. establishing and restoring credit;
  4. accessing appropriate community credit and lending resources; and
  5. other relevant topics.
Examples: Financial literacy education may be provided by a community-based organization such as a consumer credit counseling program or a lending partner.


WtW 4.03

The organization documents attempts to contact the client in the client's file.


Contact entries do not need to include detailed notes.


WtW 4.04

Each open case is reviewed at least monthly to determine progress toward achieving service goals.


An open case is defined as a case in which a client has an outstanding loan. Monthly reviews can be limited to a review of payment history to ensure on-time payment, and do not require client contact.


WtW 4.05

The organization follows up with loan recipients on late payments or deposits within ten working days of notification.