	Disaster Recovery Case Management Services

Introduction

Administration and Management

Service Delivery Administration Standards

Service Standards

DRCM 5: Service Monitoring and Re-Assessment

Service monitoring ensures continuity of service and care, and timely adjustments to service provision when the individual’s or family’s needs and circumstances change.

DRCM 5.01

Every individual participates in service monitoring, to include:

confirmation, usually within one or two working days, that a service has been initiated according to the plan;
verification, usually within 15 working days, that the service is appropriate and satisfactory;
follow-up every month at a minimum, or as needed; and
immediate response to any complaints or problems that develop in the delivery of service or with the person receiving services.

Interpretation: The organization tailors the type and frequency of service monitoring according to the needs of persons receiving services, frequency and intensity of service provided, barriers and resources that emerge, and frequency of contact with informal caregivers and cooperating providers.

DRCM 5.02

A re-assessment is conducted within five working days when there is a change in the individual or family’s status or circumstances, or a new issue or resource arises.

Interpretation: An organization that, due to contractual requirements, is unable to conduct re-assessments according to these timeframes can modify them to meet the needs and goals of the population served.

DRCM 5.03

The worker and a supervisor, or a clinical, service, or peer team, review cases routinely, consistent with established timeframes, to assess:

recovery plan implementation;
the service recipient's progress toward achieving goals and desired outcomes; and
the continuing appropriateness of service goals.

Interpretation: Experienced workers may conduct reviews of their own cases. In such cases, the worker's supervisor reviews a sample of the worker's evaluations as per the requirements of the standard. A peer or committee review can supplement supervisor reviews, as required.

Disaster Recovery case management is time limited. Case reviews should be conducted within meaningful timeframes that take into account the nature of the disaster, issues and needs of persons receiving services, the frequency, duration, and intensity of services provided, and resources available.

DRCM 5.04

The worker and family regularly review progress toward achievement of agreed upon goals and sign revisions to service goals and plans.

QUICK JUMP TO


	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.


	MONITORING An evaluation involving a periodic review of consumer services, organizational activities, or conduct. Specifically, monitoring is an activity of case coordination, whereas more broadly, monitoring is an evaluation technique used in overall quality assurance.


	FAMILY Two or more people who consider themselves family and who assume obligations, functions, and responsibilities generally essential to healthy family life. Child care and child socialization, income support, long-term care, and other caregiving are among the functions of family life. The definition of "family" will rest with an individual's indication of who plays a family member role, including current or former foster family, adoptive family, extended family members, fictive kin, or significant others. Organizations that believe family is the central constellation in a child's life, and that family attachments are of primary importance for human development, will strive to work with professional staff to develop a common understanding of "family."


	COMPLAINT An expression of verbal or written dissatisfaction that can include, but is not limited to, services, manner of treatment, outcomes, or experiences. For employees or volunteers, dissatisfaction can include personnel matters such as supervision, evaluations, promotions or demotions, the work environment, and overall treatment. The term is synonymously used with GRIEVANCE.


	CAREGIVER The provider of physical, emotional, and social needs to another person, often dependent and unable to provide for his or her own needs. Caregiver is the generic term used for the direct service providers in Community Care and Support Services (CCS).


	CLINICAL The study, assessment, and diagnosis of the client situation followed by direct treatment to help the client achieve prescribed goals.


	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.


	APPROPRIATENESS The degree to which a particular service, placement, treatment, intervention, or activity is: best suited to an individual's needs; not excessive, unduly intrusive, or restrictive; anticipated to be effective in achieving the desired and specified outcomes; and adequate or sufficient in quantity to address the problem.


	SERVICE GOALS Broad, issue-oriented statements that reflect the realistic achievements to be accomplished in the short or long term. Goals are achieved through the accomplishment of specific quantifiable objectives.


	MANAGEMENT See ADMINISTRATION


	SAMPLE A portion or representative percentage of a greater whole.


	EVALUATION The review and assessment of organizational operations, programs and services.


	CASE REVIEW A regular and periodic examination of a consumer's service needs, service delivery goals and objectives, intervention plans, prognoses, and the timelines required to achieve them. The direct service provider and supervisor frequently conduct the case review, but it may also involve others, as in an interdisciplinary or inter-organizational case conference. The client, or the parent or legal guardian in the case of a minor, are included in his/her periodic case review by the team.