June 3, 2013 – 10:30 am

#AIRS2013

How to Achieve AIRS Accreditation

Breaking It Down:

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Consultation Phase Fred Koss

Database ReviewCarol DavisCathleen Dwyer

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Fred Koss

CEO Connect2HelpAIRS Board MemberStandards Committee ChairSite ReviewerDocument Reviewer

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ConsultationPhase

• Reviewing Board, Staff and Community Questionnaires

• Reading written responses and descriptions

• Reviewing documentation

• Writing a draft report

• Proofing and finalizing report

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Premise

•Level of difficulty

•Quality of submission

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The 7 deficiencies that most often send an application back for more work.

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Problems with file organizationNumber 7Number 6Number 5Number 4Number 3Number 2Number 1

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OrganizingFiles

• Uploading to SugarSync

• Submitting on CD/DVD, USB Flash Drive, or Thumb Drive

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OrganizingFiles

What to do!

• Accreditation Criteria in a separate file

• Supporting documents in separate folders

• Files have recognizable names

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OrganizingFiles

• Accreditation Criteria file

• Folders for documents

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OrganizingFiles

• Accreditation Criteria file

• Folders for documents

• Recognizable file names

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OrganizingFiles

What not to do!

• Entire submission in one file

• All files in one folder

• Documents inserted in Accreditation Criteria

(hyperlinks are okay)

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Number 7Number 6Number 5Number 4Number 3Number 2Number 1

•Problems with file types

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File Type

Microsoft Word (.doc/.docx)

Adobe Acrobat Document (.pdf)

Microsoft Excel Worksheet (.xls)

XML Paper Specification (.xps)

Open Office (.odf)

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“Good” PDF

Save as type:

PDF

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“Bad” PDF

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Graphic image

o Not searchableo Not quotable

C. Monet

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File Type

Responses / Descriptions

Microsoft Word (.doc/.docx)Adobe Acrobat Document

(Good.pdf)

Documentation

Any Readable File(Any.pdf)

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Low questionnaire returns

Number 7Number 6Number 5Number 4Number 3Number 2Number 1

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Questionnaires

Community• Reasonable number to mail• Send to people who know you

Board• Emphasize the importance

Staff

Administrator• Include a resume’

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Overview statement, adverbs, clarity and completeness

Number 7Number 6Number 5Number 4Number 3Number 2Number 1

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Overview Statement

Understanding your agencyOrganizational details (not marketing)

Organizational structure Service area Demographics Programs Finances

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Clear and complete

descriptions

•Answers with details

•Strengths and weaknesses• What are the issues?• How are they addressed?

• Include details in MOUs.

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Clear and complete

descriptions

•Not marketing, omit adverbs and adjectives.

“actively”“strongly”“rarely”“often”

“intensely”“small”“fully”“substantial”

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Example

Active rescue means actions undertaken by 2-1-1 staff that is [sic] intended to ensure the safety of individuals at Imminent Risk or in the process of a suicide attempt. “Active” refers to the 2-1-1 Staffs [sic] initiative to act on behalf of individuals who are in the process of an attempt or who are determined to be at imminent risk, but who, in spite of the helper's attempts to actively engage them, are unwilling or unable to initiate actions to secure their own safety.

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Example

Active rescue means actions undertaken by 2-1-1 staff that is [sic] intended to ensure the safety of individuals at Imminent Risk or in the process of a suicide attempt. “Active” refers to the 2-1-1 Staffs [sic] initiative to act on behalf of individuals who are in the process of an attempt or who are determined to be at imminent risk, but who, in spite of the helper's attempts to actively engage them, are unwilling or unable to initiate actions to secure their own safety.

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Response doesn’t address what is being asked

Number 7Number 6Number 5Number 4Number 3Number 2Number 1

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Example

The requirement: Provide three examples of things you learned from an evaluation and program changes you made in response. The agency description:• Transportation needs for the elderly. We now work with the local

city bus system to provide bus tokens.• We follow up with agency complaints and provide them the

feedback received.• It was identified which programs needed assistance, so additional

money was allocated for assistance within the community.

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Accurate Responses

•Follow-up and Quality Assurance

•Crisis Calls and Risk Assessment

• Individual Advocacy and System Advocacy

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Governance is governance

Number 7Number 6Number 5Number 4Number 3Number 2Number 1

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“In situations where the I&R service is part of a larger organization and the Board is remote from oversight of the I&R service, an Advisory Committee handles these responsibilities.”Advisory Committee:  A formally constituted group of local stakeholders that provides information about community needs and issues, recommendations regarding program planning and development activities and other forms of support that help to ensure that the agency maintains effective connections with the people it serves.

Board of Directors: The governing body of an organization that is responsible for program planning and evaluation, policy setting, personnel administration, program oversight, public relations and fiscal management.

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o Boards govern

o Advisory committees provide feedback, help with marketing, etc.

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Information is missing or not complete

Number 7Number 6Number 5Number 4Number 3Number 2Number 1

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•77 “Descriptions” needed

•25-plus documents

•Have a plan for organizing

•Double-check requirements

•Use the checklists

Missing Information

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b. Other Channels for Access: In what other ways are the agency’s information and/or services made available? Describe what you do.

Pamphlets are made available within the community; there is access through Facebook; there is an email feature on the web site; and there are links to other web sites such as United Way and the American Red Cross.

 c. Timeliness of Response: Where the public can contact the I&R service through

additional channels (e.g., E-mail, Voicemail, Instant Messaging), a minimum expectation is that there are guidelines in place for “timeliness of response”. Describe your guidelines.

Agency policy requires that a follow-up from staff be made within 24 hours.  d. Contacting an I&R Specialist: When using the online database or other means of

access, the public must be told how to contact an I&R specialist for assistance. Describe what you do?

There is a link on the agency website that encourages a call to 211. There also is a direct link for email. They can click “contact us” and select the county they are inquiring about. An email will be sent to the center where that information resides.

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b. Other Channels for Access: In what other ways are the agency’s information and/or services made available? Describe what you do.

Pamphlets are made available within the community; there is access through Facebook; there is an email feature on the web site; and there are links to other web sites such as United Way and the American Red Cross.

 c. Timeliness of Response: Where the public can contact the I&R service through

additional channels (e.g., E-mail, Voicemail, Instant Messaging), a minimum expectation is that there are guidelines in place for “timeliness of response”. Describe your guidelines.

Agency policy requires that a follow-up from staff be made within 24 hours.  d. Contacting an I&R Specialist: When using the online database or other means of

access, the public must be told how to contact an I&R specialist for assistance. Describe what you do?

There is a link on the agency website that encourages a call to 211. There also is a direct link for email. They can click “contact us” and select the county they are inquiring about. An email will be sent to the center where that information resides.

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b. Other Channels for Access: In what other ways are the agency’s information and/or services made available? Describe what you do.

Pamphlets are made available within the community; there is access through Facebook; there is an email feature on the web site; and there are links to other web sites such as United Way and the American Red Cross.  

c. Timeliness of Response: Where the public can contact the I&R service through additional channels (e.g., E-mail, Voicemail, Instant Messaging), a minimum expectation is that there are guidelines in place for “timeliness of response”. Describe your guidelines.

Agency policy requires that a follow-up from staff be made within 24 hours.  d. Contacting an I&R Specialist: When using the online database or other means of

access, the public must be told how to contact an I&R specialist for assistance. Describe what you do?

There is a link on the agency website that encourages a call to 211. There also is a direct link for email. They can click “contact us” and select the county they are inquiring about. An email will be sent to the center where that information resides.

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That’s it…

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