Service Delivery Process

(1) The goal of all service delivery is to provide for crisis intervention and continued safety for the victim, children and dependents and to empower the victim to meet self-determined goals. The service delivery process involve four areas: intake, assessment, case plans, and case records. Staff and supervised trained volunteers may provide services. (2) Intake. The shelter program must have written policy regarding intake procedures. The policy shall address: (a) availability of intake 24 hours a day, seven days a week. (b) type and extent of information required to determine and document eligibility. (c) procedure to assess immediate needs, including safety, and to determine appropriate services or referral, and (d) clarification of access to program services. (3) Assessment. The shelter program must provide on-going assessment of each eligible participant and their situation. This assessment constitutes the basis upon which the service plan and safety plan are developed with each of the participants. The assessment is influenced by the following factors: (a) the circumstances of the victims such as their age, physical condition and emotional state, and their level of danger or risk. (b) responsibilities for children or dependents and their needs. (c) strength of and access to family relationships and support networks. (d) educational and personal skills levels, and economic resources available to structure a level of service provision. (e) progress in achieving goals established in service plan (relates to assessment prior to development of safety plan). (4) Case Plans (a) Three plans are available to structure service provisions for the eligible victim. Each of these plans is developed with the full participation and involvement of the victim. Each is outlined below. (b) The first plan is termed a service plan. The plan will identify a goal, and outline the services and resources necessary to meet the goal and facilitate the safety of the individual. In addition, the plan will identify the staff responsible for coordination of service provisions and estimate the time frames for provision of the services. FAMILY VIOLENCE SHELTER STANDARDS CHAPTER 0620-3-6 (c) The second plan is the safety plan. This plan is developed with the full participation of staff or trained volunteers. The victim does not have to be a resident of a shelter facility to develop a safety plan. This plan is designed to give the victim options, and a plan of action, once the victim leaves the shelter or is thinking about leaving their abuser. Children should also complete a safety plan, when age appropriate. (d) The third plan is the exit plan. This plan is developed, if possible, at the time the victim leaves the shelter. Such a plan may also be in order at the time the victim completed a shelter service. The exit plan will contain a brief synopsis or checkoff indicating progress on service provided. It will designate additional services needed and potential resources for those services. The safety plan is an integral part of the exit plan. During the development of the exit plan, the victim shall be notified of the availability of continued or additional services if re-entry is required. The victim must be provided an opportunity to evaluate the program of services. (5) Case Records (a) Case records are required on each participant. The case record must reflect the range of services provided to the victim, including services provided to children, dependents and perpetrator. Documentation of services provided must be brief and concise; documentation should be recorded in a professional manner. Documentation may vary from a single page form which documents a hot-line call to a full case narrative. (b) Each case record, residential and non-residential must contain, as appropriate: 1. intake information. 2. assessment. 3. service plan. 4. exit plan which includes follow-up. 5. safety plan. (c) In addition, residential records shall include: 1. health releases for participants. 2. release of information forms. 3. a copy of the rules, rights and responsibility sheet of the shelter which reflects the signature of the resident(s).