
	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.


	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


	SERVICE POPULATION A group or target population that the organization's services are designed to serve in accord with its mission, and which includes the organization's service recipients. An organization's service population may be defined by geographic location, specific problems or needs, religion, ethnicity, culture, or other factors.


	TRAINING Instruction so as to make fit, qualified, or proficient in a skill or body of knowledge.

PROCEDURES

Written instructions that outline the steps for performing a task(s) or operationalizing an administrative or service delivery process. A procedure can be written as a step-by-step set of instructions or as a narrative description of a process. A procedure tells someone how to do something not just what to do.

Unlike policies, procedures do not need to be approved or reviewed by the governing body, and need not be associated with a specific policy. For example, whereas a broad anti-discrimination policy requires grievance or other procedures in order to be operationalized within an organization, assessment procedures do not require a governing body approved assessment policy.

Note: Procedures are sometimes referred to as administrative policies.


	REFERRALS Resource suggestions provided to consumers to address problems or needs that are beyond the scope of the organization's mission.


	EMPLOYEE Paid member of an organization. Foster parents are not considered employees and are specifically referenced in relevant standards.


	WORKLOAD The amount of work assigned to or expected from a person within a specified period of time. See also CASELOAD.


	CLIENT See service recipient.


	ASSESSMENT An evaluation, which utilizes professional expertise and skills in the collection and analysis of data to understand and describe the nature of service needs of an individual, family, or group. Assessment, as in needs assessment, is also used to determine priorities of program planning and service development for the organization as a whole. See also DIAGNOSIS.


	SUPERVISION Assumption of responsibility for directly overseeing and evaluating the work or work products of personnel within an organization. Also includes inspecting the act or process of accomplishing a function or activity.

COA

Using This Site

Accreditation Standards

Accreditation Guidelines

	Crisis Response and Information Services: Crisis Intervention; Crisis Hotline Services; Information and Referral Services

Administration and Management

Service Delivery Administration Standards

Service Standards

PA-CRI 10: Personnel: All Services

Service personnel are appropriately trained and supervised.

PA-CRI 10.01

All service personnel are oriented and trained prior to contact with the service population.

PA-CRI 10.02

Service personnel receive comprehensive ongoing training on:

the needs of the service population;
procedures for making referrals or providing information;
interview techniques;
handling emergencies;
the appropriate use of community resources; and
laws governing disclosure of suspected abuse or other criminal behavior.

PA-CRI 10.03

To minimize compassion fatigue and rapid turnover, the agency offers a standardized debriefing process for all service personnel.

PA-CRI 10.04

Employee workloads support the achievement of client outcomes, are regularly reviewed, and are based on an assessment of the following:

the qualifications, competencies, and experience of the worker, including level of supervision needed;
the work and time required to accomplish assigned tasks and job responsibilities; and
service volume.

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	PURPOSE: Crisis Response and Information Services operate as part of the community's crisis response system to provide immediate, dependable responses and reliable information to promote safety and stability for the individual in crisis.

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