1. National Social Services Conference Institute | April 6, 2017
Social Services Standards/Evaluation: Taking your program to the Next Level
National Social Services Conference Institute | April 6, 2017
Major Jacki Blanchard slides 1-3

2. Today’s PRESENTeRS Sue spreiter, uSA central territory
Major Jacki Blanchard, USA EASTERN TERRITORY
janette cortes, USA western territory
Karen Lawson, USA southern territory
Major Jacki Blanchard

3. Roll call: who’s here? Audience participation/introductions
Major Jacki Blanchard

4. Workshop Objectives By the end of our time together you will:
Be familiar with the Salvation Army’s National Social Services Standards
Recognize the Benefits of evaluation for your program
Understand the model used for Self-study, Site visits and Certification
know the steps of planning your own program Review/Self-study process
Sue

5. Origins of the Standards
Over the past few decades, The Salvation Army has developed a number of standards to ensure a certain level of quality across many program types. The standards we use today have developed over time and incorporate standards based on accrediting bodies and The Salvation Army.
Sue

6. History & Development
Late 1980’s: A number of initial standards were developed by The Salvation Army to objectively and consistently evaluate the major expressions of its social service ministry.
Basic Standards for Residential Programs
Supplemental Standards for Day Care Programs
Silvercrest Standards
Adult Rehabilitation Programs (ARP) Standards
In the late 1990’s: Central and Canadian Territories developed their own certification processes by updating the previous standards manuals.
Sue

7. History & Development
• The first edition of the National Social Services Standards was completed as a collaboration between the Western and Central Territories in Those were revised and streamlined in 2013.
• More than 100 Salvation Army officers and personnel from across the United States
contributed to the development of these standards.
Salvation Army standards and those of other established accreditation bodies (e.g., COA,
CARF, etc.) were also incorporated into the new National Standards.
• The 2013 revision reflected a 26% reduction in standards, making for a more effective tool.
Those are the current standards being used.
Sue

8. Overview of the Standards
The latest version of the National Social Services Standards includes 8 chapters – 1 for each of the various programmatic aspects observed as part of the review process.
Karen: Slides 8-18

9. Why Do We Need Standards?
Establish minimum levels of quality and performance
Set uniform benchmarks for achievement
Enhance program performance and service provision
Identify areas of strength and areas for potential improvement
Stimulate critical thinking and planning
Karen

10. Why Should We Use Them?
Accountability to our mission, our donors, and our clients
Quality assurance and improvement
Identification of high risk/critical issues
Celebrate staff excellence and identify best practices
Process for ongoing staff training and professional development
Guidance for future planning and program development
Karen

11. How Do We Use Them?
Program Certification: Depending on the Territory programs are evaluated on a routine basis and/or they are requested by the program or DHQ. This may include a preliminary consultation.
Program Viability Review: If a program is struggling or experiencing critical issues, a viability review may be requested in an effort to help improve or sustain the program. Though these often utilize tools developed specifically for the issue at hand, the standards still play a role in informing the creation of those tools.
Karen

12. How Do We Use Them? Common Reasons for Review Requests:
A divisional or territorial interest in understanding how well a particular program is performing
A program seeking to examine how well it is functioning and identify potential areas for quality improvement
Changes in staff, particularly the Program Administrator
Concerns about the program’s leadership, operations and/or staff morale
Program relocation to a new facility
Preparation for or follow up from an accreditation with an external body
Karen

13. Structure & Design of Standards
Programs are evaluated in 8 areas:
Organization, Governance and Administration
Pastoral Care
Community
Finance and Contract Management
Personnel
Facility and Equipment
Service
Safety and Risk Management
Karen

14. Structure & Design of Standards
Standard Designations:
Regular: These are standards that are neither best practices, nor required, but still contribute to a quality program where applicable.
Required (R): These are standards that all programs are required to meet.
Best Practice (BP): These are gold standard practices for the field that merit extra credit.
Divisional (D): These are standards that the division is responsible for upholding.
Shared (S): These standards are a shared responsibility between the program and the division to maintain.
Karen

15. Anatomy of a Regular Standard
1.5.2
The Program Administrator engages in appropriate learning in his/her field(s) of service.
__
The Program Administrator identifies any training that he/she has attended in the past year. 1 3
___
There is evidence of training in the personnel file.
Standard ID Number
Points Awarded
Points Possible
Standard
Indicator
The plain black coloration of the standard number and text indicates that this is a regular standard.
A glance at the indicators shows that while some trainings have been identified, there is no record of them in the personnel file. Consequently, the program has only been awarded 1 out of 3 points for this standard.
Karen

16. Anatomy of a Best Practice Standard
1.8.1 BP
The program has an active strategic plan, which guides the development of current and future services.
__
The program has an active strategic plan.
___
All major stakeholders have opportunity for involvement in the development and annual review of the strategic plan.
Standard ID Number
Points Awarded
Points Possible
Standard
Indicator
This standard’s red coloration, as well as the “BP” below the number, identifies this as a best practice.
The indicators show that although the program has a strategic plan, there is no stakeholder involvement in its development. Consequently, the program has not been awarded the 1 extra credit point for this best practice.
Karen

17. Levels of Certification
Different levels of certification are awarded based upon the total score achieved by the program.
Bronze (70-79%)
Silver (80-89%)
Gold (90-100%)
Scores below 70% result in a Do Not Pass (or consultation with a follow up visit)
Karen

18. What is your experience?
Has your program been evaluated before, what has your experience been?
Perspective of program (strengths, challenges) – what would be helpful for you?
Perspective of evaluation team – their role, what will they look for, what can they do to affirm and help?
Karen

19. the Standards
Embedded throughout the standards are a number of best practices that may not be readily apparent upon the first read-through.
Sue: Slides 19-23

20. Chapter 1: Organization, Governance, & Administration
The program has an established purpose, a well- defined community that it serves and a clear direction and realistic plan for how it will maximize its community impact. The program has an established governing authority that is resourceful, ensures program stability and provides effective and ethical leadership.
Sue
Chapter 1: Organization, Governance, & Administration

21. Key Standards Statement of Purpose (R) Advisory Board (R) (BP)
Safe Harbor Shelter
Bloomington, Illinois
The Safe Harbor Shelter is established as a temporary emergency shelter for men and women 18 years of age and older who find themselves homeless. The shelter provides overnight lodging, food and other basic necessities. Shelter residents meet with a case manager who will help facilitate and guide individuals on the path to self-sufficiency and independence.
Statement of Purpose (R)
Advisory Board (R) (BP)
Policies & Procedures (R)
Strategic Planning (BP) & Action Plan (R)
Sue
Chapter 1: Organization, Governance, & Administration

22. Chapter 2: Community
The program has meaningful and effective relationships with community members and organizations that enhance its service provision to the target demographic it cares for. The program is cognizant of the issues and policies affecting its operations and participants, and advocates for socially just government and community practices accordingly.
Sue
Chapter 2: Community

23. Key Standards Community Resource Directory
Client & Policy Advocacy (BP)
MOAs/MOUs (R)
Sue
Chapter 2: Community

24. Chapter 3: Personnel
The program develops a competent workforce to provide services to the public that are of high quality.
Janette: Slides 24-29
Chapter 3: Personnel

25. Key Standards Staff Meetings & Supervision (R)
Staff Recognition & Morale
Staff Training & Professional Development
Volunteer Management
Janette
Chapter 3: Personnel

26. Chapter 4: Service
The program provides a range of services that meet a defined need of families, individuals and/or children, have been approved by DHQ and/or THQ, and are in keeping with the integrated and spiritual ministry of The Salvation Army.
Janette
Chapter 4: Service

27. Key Standards
Materials & Services Available in Multiple Languages (BP)
Service Plans (Bio-Psycho-Social-[Spiritual], Goals, Timelines)
Case Record Review & Case Consultation
Cultural Competency (BP)
Logic Model, Data Collection, Outcome Measures, & Program Modification (BP)
Janette
Chapter 4: Service

28. Chapter 5: Pastoral Care
The provision of pastoral care in every expression of Salvation Army service is central to our Christian mission.
Major Jacki Blanchard
Chapter 5: Pastoral Care

29. Key Standards Written Pastoral Care Plan (R)
Written Job Description for PCR/Chaplain (R)
Voluntary Access to Pastoral Care Services
Connections w/ Salvation Army Corps Programs
Documentation of Pastoral Care Services (BP)
Major Blanchard
Chapter 5: Pastoral Care

30. Chapter 6: Finance & Contract Management
The program is financially sound, manages its affairs prudently, and makes its reports available to the public.
Karen: Slides 30-36
Chapter 6: Finance & Contract Management

31. Key Standards Program Funding Plan (BP)
Endowment/Operating Reserve Funds (BP)
Contract Compliance Monitoring (R)
Participant Savings Plan
Karen
Chapter 6: Finance & Contract Management

32. Chapter 7: Facility & Equipment
The program unit is housed, equipped and maintained in a manner suited to and supportive of its program of services. It provides an attractive, safe, and comfortable setting for all program functions.
Karen
Chapter 7: Facility & Equipment

33. Key Standards
Staff-Monitored Security System & Access Control During Operating Hours (R)
Break Rooms, Meeting Areas, Restrooms, & Secure Storage Space for Staff (R)
Transportation Logs for Vehicles Used for Transporting Participants (R)
Nutritious Meals & Ability to Accommodate Special Diets (R)
Fire Drills 2x Per Year; Fire Extinguishers Checked Monthly (R)
Participant-Led Housekeeping System in Place
Karen
Chapter 7: Facility & Equipment

34. Chapter 8: Safety & Risk Management
The program strives to create a clean, safe, and healthy service environment for participants and staff, and has protocols and provisions in place to encourage the cultivation and maintenance of such an environment.
Karen
Chapter 8: Safety & Risk Management

35. Key Standards Contingency Plan (R)
CPR-Certified Staff On-Duty at All Times (R)
OSHA-Compliant First Aid Kits Available for all Staff and Participants
Conflict Resolution/De-Escalation Training for Staff
Staff Training in Crisis Intervention/Emergency Procedures (R)
Smoking Cessation Education (BP)
Karen
Chapter 8: Safety & Risk Management

36. GROUP ACTIVITY
It’s time to test your knowledge of the National Social Services Standards!
Karen ACTIVITY: Family Feud game with the room divided into two teams. Karen will have a list of ~20 questions about the standards. Each question is worth 1 point. The first team to get to 20 points wins. 15 minutes in length.

37. End of session 1
Karen to close out morning session – remind everyone to come back in the afternoon for interactive planning activity.

38. Preparing for a program evaluation
How do each of the Territories prepare for a Program Review?
START OF SESSION 2 – Janette: Slides 38-43
Sue’s Note: Do we want to reference the Evaluation Orientation Material or have some copies available?

39. Program Review Timeline1 2 3 4 5 6 7 8 9
1 Month
1 Month 1W 1W
2 Wks
2 Months
1 Month
2 Wks
Orientation with the Program
THQ Sends Formal Written Report
Conference Call 1
Program Submits Action Plan to DPC for approval
Pre-Review Self-Study Due
DPC Submits Action Plan to TPC
Conference Call 2
TPC Sends Certificate and Award Grant, as applicable by Territory
On-Site Program Review [2.5 Days]
Janette

40. PHASE 1: INITIAL PLANNING
Site Selection/Notification (Varies by Territory)
Developing the Site Visit Schedule
Team Development (Varies by Territory)/Attributes of an Evaluator
Roles of All Involved (DSSD, Lead Evaluator, Site Lead, Other Key Staff)
Janette

41. PHASE 2: PROGRAM PREPARATION
Orientation to the self-study/materials/resources
Who will be involved in the self-study process?
Timeline for completion (due date): standards, attachments
Janette

42. PHASE 3: SITE VISIT normally 2.5 days, depending on the program type
Introductory meeting with key staff
Interviews, file audits, observation
Team works on report
Exit meeting with key staff
Janette

43. PHASE 4: FOLLOW UP
Final Report is completed by review team and sent to Division/Program
Program works on Action Plan and submits it to DHQ
DHQ approves action plan and submits it to THQ, Certification is granted
Program continues to work on action plan
Janette

44. Group Activity IT’S TIME TO PREPARE FOR AN EVALUATION VISIT!
Sue: Group Activity. Break into groups of 6-8 people (up to 8 groups). Focus on preparation of the self-study and beginning to complete a chapter.
Using handout, ask the groups to choose a site lead, discuss how to divide the workload of preparing the self-study, and how they will use DHQ/THQ as resources. (Length: 15 minutes.)
In their groups ask them to review a couple of standards of a completed personnel chapter as an EVALUATOR and determined (based on the scenarios) whether they would keep the score(s) the same or make changes. Would they make any recommendations and/or highlight any strengths. (Length: 30 minutes.) Ask them to share what they learned with the larger group.

45. Discussion MEET WITH PRESENTERS BY TERRITORY
DO YOU NEED TO BE GOING THROUGH A FORMAL PROGRAM EVALUATION TO USE THE SELF-STUDY TOOL?
WHAT MAY SOME OF YOUR CHALLENGES BE TO PREPARE AND COMPLETE THE PROCESS?
ARE YOU READY TO VOLUNTEER YOUR PROGRAM TO BE EVALUATED?
Break into groups: Karen, Sue, & Janette

46. In closing
survey
THANK YOU FOR YOUR PARTICIPATION!