	Disaster Recovery Case Management Services

Introduction

Administration and Management

Service Delivery Administration Standards

Service Standards

DRCM 1: Access to Service

The organization works with community partners and resources to minimize barriers that prevent individuals and families from accessing services.

DRCM 1.01

Case managers are knowledgeable about current, applicable eligibility requirements and application processes, including:

how to determine eligibility; and
specific registration or procedural sequence of service delivery requirements to avoid duplication or loss of benefits.

NA Eligibility requirements are not in force or do not apply.

DRCM 1.02

National organizations with a shared responsibility for delivery of case management services on a community-wide basis provide local case managers with clear, consistent guidelines outlining:

expectations for seeking and securing cooperation from partners and resources;
scope of responsibility; and
how and when to obtain decision making guidance locally, as well as through the national organization, as needed.

NA The organization is not affiliated with a national organization.

DRCM 1.03

Local organizations with responsibility for delivery of case management services have in place an established, agreed upon plan for working in cooperation with other service providers that addresses barriers to access.

Interpretation: Organizations recognize that efficient recovery operations depend upon coordination at all levels of service delivery and strive to enhance cooperative efforts to address disaster-related needs. Examples of cooperation that address barriers to access would be community arrangements for provision of care and services for school age children that make it possible for adults to participate in disaster recovery services; transportation services for persons with disabilities; and providing, or arranging for, bilingual personnel or translators to address the communication needs of individuals.

DRCM 1.04

Effective, culturally-competent outreach strategies connect potential service recipients with accurate, appropriate information about community resources and service availability and eligibility.

Interpretation: Case managers may receive cases through referral from another service provider or service unit within the organization that is responsible for outreach. Case managers that play no direct role in determining eligibility should; however, have sufficient current information about eligibility to answer service recipient questions.

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	PURPOSE: Individuals and families who receive Disaster Recovery Case Management Services access and use resources and support that build on their strengths and meet their service needs.

RELATED FILES


	CASE A general term used to designate clients (including individuals, families, and groups) served by an organization for purposes of monitoring the provision of services. A foster care case is generally based on the placement of an individual child, although casework for the child may include services to the child's family. A child protective services case is based on an entire family household if a family assessment model is used; otherwise a case is defined as a child.


	SERVICE One or more organization-operated programs or activities that have a common general objective and deploy the organization's material and human resources in a planned and systematic manner. An organization that publicly promotes or identifies itself in writing as offering a service, is licensed to deliver a service, assigns personnel and/or space to a service, or allocates financial resources to a service is considered to offer that service.


	COMMUNITY A specific group of people living in the same locality and who may share a common culture, values, and norms. Communities can also be defined by race, religion, ethnicity, age, occupation, political status, tribal affiliation, interest in particular problems or outcomes, or other common bonds. The term "community" encompasses worksites, schools, tribes, residential neighborhoods, business districts, recreational areas, and health and human service sites.


	ELIGIBILITY The degree to which an individual, family, group, or community meets the specific criteria and qualifications required to receive goods, benefits, or services.


	PERSONS WITH DISABILITIES Individuals with physical or mental impairments that result in substantial functional limitations.


	PERSONNEL The body of employees and/or volunteers that carries out the organization's tasks under the organization's administration and/or supervision. This definition does not include foster parents who are specifically referenced in relevant standards


	OUTREACH Contact initiated by a provider to identify persons in need of services, to provide information to them about services and benefits, and to encourage the use of appropriate services.


	SERVICE RECIPIENT The individuals, groups, organizations, or communities that use, receive, or benefit from programs and services. Service recipients can include consumers, patients, family members, legal guardians, advocates, public/private organizations, employers, and purchasers. All are regarded as significant stakeholders served in a variety of agencies and practice settings.


	MANAGEMENT See ADMINISTRATION