Organisational Standardsfor Alcohol and Drug Treatment
Services
A L C O H O L C O N C E R N
The QuADS Organisational Quality Standards Manual for alcohol and drug treatmentservices was developed by the QuADS Project, a joint Alcohol Concern/ StandingConference on Drug Abuse (SCODA) project funded by the Department of Health, andactively supported by the United Kingdom Anti-Drugs Co-ordination Unit.
Alcohol Concern is:• the national agency on alcohol misuse;• working to reduce the level of harm caused by alcohol misuse and to develop the range
and quality of services available to problem drinkers and their families;• England’s primary source of information and comment on a wide range of alcohol-related
matters.
The Standing Conference on Drug Abuse (SCODA) seeks to reduce the harmful effectsof drug use through informed debate, the promotion of best practice, and effective,comprehensive services. It is an independent membership organisation, providing a voicefor drug services and others concerned about the effects of drug use on individuals andcommunities.
© Alcohol Concern & SCODA: December 1999ISBN 0 948970 37 5
All rights reserved. Enquires about copying this publication should be made to thepublications offices at SCODA and Alcohol Concern. QuADS should be credited whenstandards or material from this manual are used in any other context.
Alcohol Concern DrugScopeWaterbridge House Waterbridge House32-36 Loman Street 32-36 Loman StreetLondon SE1 0EE London SE1 0EETel: 020-7928-7377 Tel: 020-7928-1211Fax: 020-7928-4644 Fax: 020-7928-1771E-mail: [email protected] E-mail: [email protected]
This manual was developed and written by the QuADS team, in consultation withprofessionals from the drug and alcohol treatment field. The QuADS team involved in thedevelopment of this manual were Peter Child (Management Consultant) and:
Alcohol Concern DrugScopeSue Baker , Assistant Director Annette Dale-Perera , Head of Policy
& PracticeIain Armstrong , Quality Projects Fiona Hackland , Policy OfficerDevelopment Officer Rachel Morley , Service Development Tim Murray , Policy AssistantTeam Assistant
Acknowledgments
Many drug and alcohol services and other professionals working in the drug and alcoholtreatment field participated in the consultation and piloting of the first draft standardsmanual. The QuADS team would like to thank all those who gave their time and expertiseby returning the consultation questionnaire, attending regional “roadshows”, or piloting thestandards in their service.
We would also like to thank our advisory group for their input in the development andconsultation on the standards. The advisory group was made up of representatives fromthe following organisations:
Association of Directors of Social ServicesCranstoun Drug ServicesDepartment of HealthEast Lancashire Drugs PartnershipEuropean Association for the Treatment of Addiction (EATA)HM Prison ServiceInner London Probation ServiceNational Addiction CentrePhoenix HouseRiverside Mental Health Trust Substance Misuse ServicesRoyal College of NursingRoyal College of PsychiatristsRugby HouseSocial Services InspectorateSubstance Misuse Advisory Service (SMAS)Turning PointUnited Kingdom Anti-Drugs Co-ordination Unit (UKADCU)Welsh Drug and Alcohol Unit
We would also like to thank Peter Child for his work in the writing and revising of thismanual, and to Richard Elliot for coordinating the piloting of the manual in the South WestDrug Services Audit Project. Both Peter and Richard were members of the QuADS teamfor the first phase of the project.
CONTENTS
Introduction 1
How to Use the Manual 5
Glossary of terms 9
Section 1: Core Management Standards
Governance for voluntary sector organisations1. The Management body 12
The Management of focus, direction and change2. Mission statement 143. Strategic and business planning 164. Financial strategy and management 18
Human resource management and development5. Human resource management - general 226. Recruitment and selection procedures 267. Human resource performance management systems 288. Human resource development 309. Volunteers 32
Managing environments10. Managing environments for care provision 34
Managing external relationships11. Working with commissioning bodies 3612. Working with other providers 38
Performance monitoring and review13. Performance monitoring 4014. Quality assurance 4215. Policy and procedures 44
Section 2: Core service user charter standards
16. Involving and empowering service users 4617. Confidentiality and right of access to information 4818. Complaints procedures 5019. Equal opportunities 5220. Self-help and advocacy 5421. Privacy, dignity and respect 56
Section 3: Core care standards
Access22. Accessibility 6023. Referral 6224. Assessment 64
Planned care25. The treatment approach - general 6826. Care planning 7027. Care review 7228. Case closure/transfer 74
Section 4: Service specific standards
29. Health promotion and advice 7630. Counselling and psychotherapy services 7831. Prescribed interventions for drug users 8032. Alcohol detoxification 8433. Outreach services 9034. Needle exchange 9235. Residential services 96
Section 5: Target group standards
36. Services for children and young people 10037. Services for drug and alcohol misusing parents and their children 106
Appendices1. Recommendations from Department of Health to commissioning 110 authorities as to the services/outputs they should expect from providing agencies.2. Service users’ charter of rights and responsibilities 1133. The 10 Key Policy Principles for working with children and young people 1144. Outcome domains as defined in the “Effectiveness Review” 1165. The objectives of the second and third phases of QuADS. 117
Reading Sources 118
QuADS Organisational Standards for Alcohol and Drug Treatment Services
1
Introduction
1. Who the manual is for
The QuADS Organisational Standards manual is intended for use by alcohol and drugtreatment service providers as an assessment tool, to help with the development of qualityin services. It provides an opportunity for services to audit comprehensively all aspects oftheir organisational practice and to determine areas of strength or areas where furtherdevelopment is required. It will form the basis of the forthcoming national qualityassessment system for alcohol and drug treatment providers.
The manual will also be useful for other professionals who work with drug and alcoholtreatment services. These may include:
• Drug Action Teams• Health Authority Commissioners• Social Services Commissioners• Probation Service• Youth Offending Teams• Prison Area Drugs Co-ordinators• Primary Care Groups/Trusts• Community Care assessors.
2. The national policy context
The White Paper Tackling Drugs to Build a Better Britain (1998) sets out a clearcommitment to improving the quality and range of drug services, and the UK Anti-Drugs Co-ordinator’s First Annual Report and National Plan (1999) sets out clear targets for drugtreatment.
The Key Performance Target is to increase the participation of problem drug misusers,including prisoners, in drug treatment programmes which have a positive impact on healthand crime by 100% by 2008; and by 66% by 2005.
The targets set for 2002 include:
• requiring all DATs to have established a maximum waiting time for admission into a drugtreatment service and to be monitoring agencies’ performance
• having in place national occupational standards for specialist drug and alcohol workers• ensuring that all treatment programmes accord with a nationally accepted quality
standard.
The QuADS organisational standards are part of the nationally accepted quality standardsfor drug treatment services.
The Government is currently drafting a National Alcohol Strategy for publication in early2000. The broad aims of the strategy were set out in the Government's public health WhitePaper Saving Lives: Our Healthier Nation (1999) as encouraging people who drink to do sosensibly, protecting communities and individuals from alcohol related anti-social andcriminal behaviour, and providing services of proven effectiveness that enable people toovercome their alcohol misuse problems. The areas likely to be covered by the strategy are:
QuADS Organisational Standards for Alcohol and Drug Treatment Services
2
• support and treatment for problem drinkers• community and domestic safety• binge drinking• young people's drinking.
The importance of quality in service delivery will therefore be both an explicit strand of thestrategy and an implicit requirement in order to enable services to play their role indelivering other elements of the strategy. As with Tackling Drugs to Build a Better Britain,QuADS will be key in the achievement of strategic objectives.
2. Backgr ound to QuADS
2.1 The need for quality standardsThe 1996 Task Force to Review Services for Drug Misusers (the “Effectiveness Review”)highlighted the variable quality of drug treatment services especially in the areas of:• management systems• monitoring systems• forward planning.
2.2 The origins of the projectAlcohol Concern and SCODA both have long histories of working on behalf of theirrespective fields to improve service quality. This includes extensive audit, the provision ofadvice and support, and the publication of in depth briefings, guidance and handbooks. Italso includes the development of some of the earliest standards for good practice in serviceprovision, and an accreditation scheme for the training of volunteers.
Extensive consultation undertaken with both the fields identified clear support for furtherdevelopment of quality standards, leading towards agency accreditation. It was also clearfrom both the alcohol and drugs fields that quality standards should be written for bothalcohol and drug services. Alcohol Concern and SCODA therefore decided that work onquality should be progressed jointly by the two organisations and QuADS was born.
2.3 QuADS Phase 1The first Phase of the QuADS project had two main objectives:• to fast track the development and piloting of core quality standards for specialist services
and• to undertake a wide multi-disciplinary consultation exercise on formal quality systems for
specialist alcohol and drug service providers.
In the first phase of the QuADS project, the team:• completed and distributed the first Draft Quality Standards Manual for Alcohol and Drug
Treatment Services, following consultation with key providers, commissioners and otherprofessional stakeholders
• conducted a national pilot of the first draft QuADS standards with a range of alcohol anddrug services
• conducted a wide consultation exercise on the first draft standards, and on proposals forformal quality systems
• reported to the Department of Health, on the results of the consultation on formal qualitysystems and the QuADS pilot.
QuADS Organisational Standards for Alcohol and Drug Treatment Services
3
In addition, Alcohol Concern and SCODA undertook a contract to design and pilot anaccreditation scheme for the Drug Prevention Initiative (now the Drug Prevention AdvisoryService) for trainers providing basic drug awareness courses. The findings of the pilot wereused to inform decisions about methods and the feasibility of quality assurance andaccreditation in the sector.
3. A consultative approach to developing standards
The manual was drafted in consultation with service providers, SCODA and AlcoholConcern fora, and the QuADS advisory group. Consultation on the first draft examined theapplicability and relevance of the standards, the implications for implementation as well asidentifying detailed changes and additions to the content of the standards. The largeconsultation group consisted of alcohol and drug treatment providers, commissioners, DrugAction Teams and other stakeholders.
From the consultation, there was an expressed need for sections of standards in themanual to be developed, particularly the service specific standards and target groupstandards. Also, the expressed need for training of treatment service staff re-emphasisedthe already identified need for the development of professional competency standards.
The QuADS quality standards were also developed in consultation with the SubstanceMisuse Advisory Service (SMAS), who have developed parallel quality standards related tothe service commissioning process in drugs and alcohol. These standards - CommissioningStandards: Drug & Alcohol Treatment & Care (1999) - are available from SMAS.
4. QuADS and organisational development
For some organisations, the QuADS quality standards may pose some challenges tocurrent practice. However, services can and should meet the comprehensive standardscontained in the manual. Organisational change and development takes time and hasresource implications. Therefore, services will need to plan effectively and timetable theiragenda for quality improvements.
Studying, assessing and evaluating organisational practice provides the greatestopportunity for developing high quality and effective organisations and services. Inpreparing these quality standards, Alcohol Concern and SCODA have taken into accountthe fact that different providers will be at different stages in their development of qualitysystems. The range of service provision within the alcohol and drugs field e.g. counsellingservices, structured programmes for residential and community-based detoxification,rehabilitation, crisis intervention, and their provision for varying levels of need have alsobeen considered.
5. Future development of QuADS
Over the next few years, QuADS plans to develop a formal quality assessment system,support mechanisms to help alcohol and drug services implement the standards anddevelop professional competency standards. For details of future work, see Appendix 5.
QuADS Organisational Standards for Alcohol and Drug Treatment Services
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6. The Wider Quality Agenda
The QuADS standards were developed in an environment of quality assurance and servicedevelopment. As a result of this environment, other national and international qualityinitiatives may impact on the planning, commissioning and delivery of alcohol and drugservices. These initiatives include Best Value, Investors in People (IiP) and the EuropeanExcellence Model (also known as the Business Excellence Model).
It is best to consider QuADS as containing organisational standards which are specific tothe provision of services to drug and/or alcohol misusers. Within the wider context ofquality, initiatives such as Best Value, IiP and the European Excellence Model (EEM),QuADS standards:• are a tool for developing services so that they are better placed to demonstrate their
quality within Best Value• provide management standards which are comparable to indicators within the EEM. This
relationship means that services which gather evidence for QuADS managementstandards will, concurrently, be able to provide evidence for some of the indictors of EEM
• provide management standards which are comparable to indicators in IiP. This meansthat services who already have IiP in place will be able to provide evidence to meet all ormost of the QuADS management standards.
QuADS Organisational Standards for Alcohol and Drug Treatment Services
5
How to Use This Manual
1. Applicability of the standards
The manual is divided into sections relating to service delivery in alcohol and drug services.
Sections 1 - 3 will be applicable to all services, and are therefore labelled Core standards,which all services will be expected to meet.
Sections 4 & 5 are specific to particular services (e.g. Outreach services) and targetedgroups of people (e.g. young people) and will therefore be relevant only to particularservices. Services should first determine which standards are applicable to them.
For example: an adult residential service may have to meet• all of the Core standards (perhaps with the exception of volunteers if they have none)• the sections from service specific standards on healthcare, residential services,
counselling, and drug and alcohol misusing parents (if they work with this target group).
2. The format of the standards
An example of a standard is shown below, taken from Standard 6: Recruitment andselection procedures.
Standard Statement
The service has a comprehensive recruitment and selection system.
Criteria Evidence M/GP Criteriamet
Comment
6.1 There are written recruitment andselection policies and procedureswhich take account of equalopportunities legislation1 and theservice’s policy, and these arereviewed on a systematic basis
Recruitment andselectiondocument(s).
M
Guidance1. Including right of employment in the UK
Cross referencesCriterion 6.1 with standards 15: Policy and Procedures, and 19: Equal Opportunities
Each standard is made up of a standard statement, consisting of:
Standard Statement: This is the standard to which services should operate.
Criteria: There are a set of criteria which make up the standard. A service attains thestandard by meeting all the minimum criteria. Criteria are weighted according to whetherthey are at a level of:• minimum standards : these standards represent a level below which a service either
could not function or might function dangerously, unfairly or inefficiently.• good practice standards : these standards represent a level which, whilst not a
requirement for basic functioning, would be desirable for the provision of a qualityservice.
QuADS Organisational Standards for Alcohol and Drug Treatment Services
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Evidence: This is what the service provides to demonstrate that they meet the criteria. Theevidence in this column is suggested evidence. Services may have different evidenceavailable to demonstrate that they meet the criteria.
Level of standards: The standards within the manual are divided into two levels asidentified within the column labelled M/GP (where M = minimum standard; GP = goodpractice standard).
Criteria met: This column allows the service to indicate if they can meet the criteria and isdesigned to be completed by each service. The column can be completed according to thefollowing scoring/evaluation system:
• criteria met (m)• criteria partially met (p/m)• criteria unmet (u)• criteria not applicable (N/A)
To meet a standard, all the minimum level criteria should be met.
Comment: There is a space left blank for the service to add any additional commentsrelating to the corresponding criteria.
Guidance notes: Most standards are accompanied by a set of guidance notes which helpclarify and explain some of the criteria. e.g. Criteria 6.1 above has a guidance note toexplain further that the equal opportunities legislation also includes right of employment inthe UK.
Cross-references: Each section is also accompanied by a set of cross-references whichrefer the criteria to a standard elsewhere in the manual.E.g. Criteria 6.1 cross-references with standard 15: Policy and Procedures, and standard19: Equal Opportunities. Evidence for standards 15 and 19 may also be applicable to thiscriterion.
The manual has been structured so that services can focus systematically on differentaspects of their organisation, e.g. service delivery, care processes, service userinvolvement, service user charter of rights and responsibilities and relationships with servicecommissioners and other providers.
Documents have been referenced throughout the QuADS manual. These are sources forfurther guidance on policy development.
3. Using the QuADS manual for self-assessment
A service can assess itself against each of the applicable standards from the manual. It isprobably advisable for one individual to be responsible for co-ordinating the self-assessment process and it might often be appropriate for one individual to conduct thewhole self-assessment. However, many services may want to involve the wider team in self-assessment and may encourage other individuals within (and even outside) theorganisation to take part.
QuADS Organisational Standards for Alcohol and Drug Treatment Services
7
It is permissible to take copies of relevant sections from the manual for the purpose outlinedabove, though it would breach copyright to produce complete duplicate copies of themanual.
For a suggestion on how a self-assessment process may work, see the flow diagram on thenext page.
4. Other ways of using the QuADS manual
Peer auditThe QuADS manual can be used in a peer audit setting, where a group of agencies (e.g.agencies in a particular area, particular service types) come together to form a group inwhich will they will assess each other’s services using the QuADS standards. This methodof assessment is more objective than self assessment, but has to be balanced against otherfactors which may be seen by some as detrimental, such as having their service open topotential “competitors”. The QuADS manual has already been used in a peer audit contextduring the piloting of the draft QuADS manual in the South West Drug Services AuditProject. This worked well in practice, with the pilot sites reporting that the QuADSstandards were ideally suited to peer audit.
External independent evaluationThe QuADS manual can be used for external audit and assessment, although at presentthere is no national system providing external audit. It is likely that in the future, alcohol anddrug services will be expected to meet the standards as part of a national qualityassessment system to meet the targets outlined in the First Annual Report and NationalPlan, 1999 (see Introduction). A “minimum load” accreditation system will be designed andpiloted by Alcohol Concern and SCODA as part of future work on QuADS.
If you have any further queries on how to use this standards manual, contact the QuADSteam on 020-7928-1211 (DrugScope) or 020-7928-7377 (Alcohol Concern)
QuADS Organisational Standards for Alcohol and Drug Treatment Services
8
Read through the manual indetail, deciding which elements
are relevant to the service.
Make one person responsiblefor quality
Individual staff aretasked with assessingdifferent parts of theservice against the
standards
E.g. Human resourcemanagement
Service assessment iscarried out by
collecting evidence ofcurrent policy and
practice andmeasuring it against
the standards
The results of theassessment are
compiled and takenback to the
management team
Where standards arenot met, action to
meet them and reviewmechanisms are
planned
Service management
Service managersand staff
Service managers andmanagement body/trustees
Individual staff aretasked with assessingdifferent parts of theservice against the
standards
E.g. Core carestandards
Individual staff aretasked with assessingdifferent parts of theservice against the
standards
E.g. Performancemonitoring and review
Service assessment iscarried out by
collecting evidence ofcurrent policy and
practice andmeasuring it against
the standards
Service assessment iscarried out by
collecting evidence ofcurrent policy and
practice andmeasuring it against
the standards
QuADS Organisational Standards for Alcohol and Drug Treatment Services
9
Glossary of Terms
AppraisalA regular evaluation of an employee’s (paid or unpaid) work and progress, usuallyconducted by the employee’s immediate line manager. Formal appraisal includesevaluation of past performance, targets for the future, and training needs. Informalappraisal can consist of any interview between an employee and their line manager, whereaspects of performance past, present and future are discussed.
AssessmentThe systematic identification of service user need within the framework set by the service,including eligibility criteria. It is expected that the assessment process will actively includethe service user.
Business PlanA blueprint for the future of the service which sets out the aims and objectives of the serviceand how it proposes to achieve them.
Care PlanA formally structured, written programme of the care that service users will receive based onassessment. It is expected that the service user will be actively involved in the process ofwriting the care plan.
CompetenceCompetence is the consistent performance of a task to a defined, measurable standard.Implicit in this is an understanding of the context within which the task is set.
Competence is a finite point which has either been reached or not. It is not usual to regardworkers as “nearly” or “very” competent. Competence is measured by examining outcomes,and assessment of competence does not measure or credit training, education or learning.However, the measurement of competence can identify training and learning needs.
CompetenciesThe written standards which define competent performance.
EffectivenessThe degree to which an intervention produces the desired outcomes.
EfficiencyThe optimal use of resources, e.g. financial, human, in the achievement of effective serviceprovision.
EmployeesPeople employed by the organisation (including volunteers and the chief executive officer).
Governance of voluntary organisationsThe overall guidance, direction and supervision of the organisation. In voluntaryorganisations, accountability and legal responsibility are the responsibility of a voluntarybody such as the management committee or trustees.
QuADS Organisational Standards for Alcohol and Drug Treatment Services
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Human ResourcesAll employed staff and volunteers within the service.
InputsThe resources used to deliver the service. Inputs will include financial, human resourcesand physical resources.
KeyworkerThe staff member from the service designated to take the lead responsibility in relation to anominated service user.
Medical and Social CareAssistance and support to alleviate the effects of social, physical, psychological oremotional difficulties.
Needs Assessment :A systematic appraisal of the type, depth and scope of a problem. It has three components:• assessment of the nature and extent of the problem• assessment of the nature and extent of the existing resources and interventions• identification of the deficiencies or gaps which may be filled by a proposed intervention.
OutcomesDescription of change that has occurred in a service user which is attributable to theintervention or service process.
OutputsThe measurable units of service delivered to service users.
Performance ManagementAny system by which an organisation measures the quality and manages the quantity ofwork done by employees whilst identifying and planning for the filling of competence gaps.Performance management would usually refer to a combination of activities such assupervision sessions, jobchats, work plan discussions, formal performance appraisal,continual or random monitoring, individual development meetings, testing etc.
PolicyPrinciples and values within a coherent framework (usually a policy document/guideline)adopted by an service which inform agreed actions.
ProceduresMethod by which actions arising from the policy are accomplished.
QuADS Core standardsThose areas of organisational activity which are common to all services.
QuADS Service specific standardsThe standards which define specialised services which may or may not be undertaken byagencies.
QualityA known level of performance. The word ‘quality’ is often used in other contexts to imply asuperior or elite product or service. In the context of QuADS, a service which has beenmeasured against a QuADS standard is then of known quality in relation to that standard.
QuADS Organisational Standards for Alcohol and Drug Treatment Services
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Quality AssuranceA guarantee that a service has been measured against a standard and been judged tomeet it. Any interested party can then choose to put trust in that judgement as a pre-measurement. The degree of assurance that can be gained will depend on the consistencyand objectivity of the measurement system.
Risk AssessmentA systematic appraisal of the type, depth and scope of risk related to an activity carried outby an individual. What constitutes risk will differ dependent on the characteristics of theindividual and the circumstances in which the activity takes place.
StandardA definitive set of criteria which describe the required level of attainment to provide acommon ‘yardstick’ against which all practices can be measured objectively.
StrategyA strategy is the overarching plan and direction of an entire operation/organisation. From astrategy, policies are formed.
TrainingThis is, broadly, any action designed to bring a person to a specified level of competence.The term should be considered in this context and could include many types of activity suchas open/distance learning, directed reading, mentorship, work shadowing, computer basedlearning, video based learning, coaching by a skilled worker as well as well as in-house orexternal classroom based activities.
Service UserCurrent terms for people who receive medical, nursing and social care services includeclient, customer, consumer, patient and service user. For simplicity, the term ‘service user’ isused throughout this document.
Shared careThe Department of Health defines shared care as:
“... the joint participation of specialists and GPs (and other agencies as appropriate) in theplanned delivery of care for patients with a drug misuse problem, informed by an enhancedinformation exchange beyond routine discharge and referral letters. It may involve the dayto day management by the GP of a patient’s medical needs in relation to his or her drugmisuse. Such arrangements would make explicit which clinician was responsible fordifferent aspects of the patient’s treatment and care. This may include prescribingsubstitute drugs in appropriate circumstances”.
Department of Health (1996) Reviewing shared care arrangements for drug misusers. EL(95)114. Annex A.Department of Health Circular. London
Volunteers (see also Employees)Those who work for the service on an unpaid basis. Although volunteers will usually bereimbursed for out-of-pocket expenses, they will not usually receive any remuneration.Volunteers would not normally have a contract of employment, although they might have anagreement or ‘compact’ with the organisation detailing their status, rights andresponsibilities. For the purposes of QuADS, volunteers are included in references toemployees.
Sec
tion
1: C
ore
man
agem
ent s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
12
Sec
tion
1: C
ore
man
agem
ent s
tand
ards
Gov
erna
nce
for
volu
ntar
y se
ctor
org
anis
atio
ns
1.
The
man
agem
ent b
ody
Sta
ndar
d S
tate
men
t
The
ser
vice
is a
ppro
pria
tely
and
effe
ctiv
ely
man
aged
by
its m
anag
ing
body
.
Crit
eria
Evi
denc
eM
/GP
Crit
eria
met
Com
men
t
1.1
The
mem
bers
of t
he m
anag
emen
t bod
y ar
e aw
are
of th
eir
lega
l res
pons
ibili
ties.
Mem
ber
indu
ctio
n an
dre
view
pro
cedu
res.
M
1.2
Con
stitu
tion/
artic
les
of a
ssoc
iatio
n re
view
edre
gula
rly (
annu
ally
) to
ens
ure
a m
atch
with
cur
rent
oper
atio
nal a
ctiv
ities
.
Min
utes
from
mee
ting(
s)w
here
this
has
occ
urre
d.M
1.3
Mem
bers
of t
he m
anag
emen
t bod
y ha
ve c
lear
lyde
fined
rol
e/ta
sks
job
desc
riptio
ns.1
Rol
es/ta
sk d
escr
iptio
ns.
GP
1.4
The
man
agem
ent b
ody
ensu
res
that
ski
lls,
expe
rienc
e an
d cu
ltura
l and
gen
der
mix
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prop
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to th
e ne
eds
of th
e se
rvic
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Mem
ber
audi
t rep
orts
.M
1.5
At l
east
one
mem
ber
of th
e m
anag
emen
t bod
y ha
sre
leva
nt fi
nanc
ial m
anag
emen
t exp
erie
nce.
CV
of m
embe
r w
ithre
leva
nt fi
nanc
ial
expe
rienc
e.
GP
Sec
tion
1: C
ore
man
agem
ent s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
13
1.6
The
re is
an
esta
blis
hed
man
agem
ent m
echa
nism
for
cons
ulta
tion
with
/ inv
olve
men
t of s
ervi
ce u
sers
in d
ecis
ion
mak
ing.
Est
ablis
hed
cons
ulta
tion
syst
ems.
M
1.7
Quo
rate
man
agem
ent b
ody
mee
tings
occ
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ffici
ently
reg
ular
ly a
nd d
ecis
ions
are
acc
urat
ely
reco
rded
in li
ne w
ith o
pera
tiona
l req
uire
men
ts.
Min
utes
and
age
ndas
of
mee
tings
.M
1.8
Mem
bers
of m
anag
emen
t bod
y ar
e pr
ovid
ed w
ithtr
aini
ng to
sup
port
man
agem
ent r
espo
nsib
ilitie
s.R
ecor
d th
at tr
aini
ng h
asoc
curr
ed b
ased
on
iden
tifie
d ne
eds
from
mem
ber
audi
t.
M
1.9
Ser
vice
pre
pare
s an
d fo
rmal
ly a
ppro
ves
annu
alre
port
det
ailin
g ac
tiviti
es o
f the
pre
viou
s ye
ar.
Pre
viou
s ye
ar(s
) an
nual
repo
rts.
M
Gui
danc
e no
tes
1. E
xam
ples
incl
ude
role
/task
des
crip
tions
for
chai
r, tr
easu
rer,
com
pany
sec
reta
ry a
nd c
omm
ittee
mem
ber.
2. T
his
may
be
achi
eved
, for
exa
mpl
e, b
y m
embe
r au
dit o
r tr
aini
ng n
eeds
ass
essm
ent.
Cro
ss-r
efer
ence
sC
rite
rion
1.3
with
Sta
ndar
d 1.
3: H
uman
Res
ourc
e M
anag
emen
t and
Dev
elop
men
tC
rite
rion
1.4
with
Sta
ndar
d 19
: Equ
al O
ppor
tuni
ties
Cri
terio
n 1.
5 w
ith S
tand
ard
4: F
inan
cial
Pla
nnin
gC
rite
rion
1.6
with
Sta
ndar
d 16
: Inv
olvi
ng a
nd E
mpo
wer
ing
Ser
vice
use
rsC
rite
rion
1.9
with
Sta
ndar
d 3:
Str
ateg
ic a
nd B
usin
ess
Pla
nnin
g
Sec
tion
1: C
ore
man
agem
ent s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
14
The
man
agem
ent o
f foc
us, d
irect
ion
and
chan
ge
2.
Mis
sion
sta
tem
ent
Sta
ndar
d S
tate
men
t
The
ser
vice
has
a m
issi
on s
tate
men
t whi
ch d
escr
ibes
the
aim
s of
the
serv
ice.
Crit
eria
Evi
denc
eM
/GP
Crit
eria
met
Com
men
t
2.1
The
mis
sion
sta
tem
ent w
as d
evel
oped
inco
nsul
tatio
n w
ith s
take
hold
ers.
1R
ecor
d of
sta
keho
lder
invo
lvem
ent.
M
2.2
The
mis
sion
sta
tem
ent f
eatu
res
in k
ey s
ervi
cedo
cum
ents
.M
issi
on s
tate
men
tin
clud
ed in
key
docu
men
tatio
n.
M
2.3
The
mis
sion
sta
tem
ent i
s re
gula
rly r
evie
wed
toen
sure
it r
efle
cts
serv
ice
chan
ge a
nd d
irect
ion
aspa
rt o
f the
str
ateg
ic a
nd b
usin
ess
plan
ning
proc
ess.
Min
utes
/ rel
evan
tdo
cum
ents
.M
Gui
danc
e no
tes
1. S
take
hold
ers
may
incl
ude
man
agem
ent b
ody,
sta
ff, s
ervi
ce u
sers
, ser
vice
com
mis
sion
ers,
oth
er r
elev
ant a
genc
ies.
Cro
ss-r
efer
ence
sT
his
stan
dard
cro
ss-r
efer
ence
s w
ith S
tand
ard
3: S
trat
egic
and
Bus
ines
s P
lann
ing.
Cri
terio
n 2.
1 w
ith S
tand
ards
11:
Wor
king
with
com
mis
sion
ing
bodi
es, 1
2: W
orki
ng w
ith o
ther
pro
vide
rs a
nd 1
6: In
volv
ing
and
empo
wer
ing
serv
ice
user
s
Sec
tion
1: C
ore
man
agem
ent s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
15
Sec
tion
1: C
ore
man
agem
ent s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
16
3.
Str
ateg
ic a
nd b
usin
ess
plan
ning
Sta
ndar
d S
tate
men
t
The
forw
ard
plan
ning
pro
cess
ens
ures
effe
ctiv
e an
d fo
cuse
d st
rate
gic
deve
lopm
ent a
nd m
anag
emen
t of t
he s
ervi
ce.
Crit
eria
Evi
denc
eM
/GP
Crit
eria
met
Com
men
t
Str
ateg
ic p
lann
ing:
3.1
The
ser
vice
has
a r
ollin
g st
rate
gic
plan
(3-
5 ye
ar)
whi
ch e
ncom
pass
es a
ll ke
y as
pect
s of
ser
vice
func
tions
.1
Pla
n ad
opte
d by
man
agem
ent b
ody.
M
3.2
Pla
n is
rev
iew
ed e
very
12
mon
ths
as p
art o
f the
busi
ness
pla
nnin
g pr
oces
s.E
vide
nced
thro
ugh
min
uted
mee
ting(
s) a
ndpl
anni
ng r
evie
w m
eetin
gs.
M
Bus
ines
s pl
anni
ng:
3.3
The
ser
vice
pro
duce
s an
ann
ual p
lan.
The
pla
nen
com
pass
es a
ll th
e ke
y as
pect
s of
the
serv
ice.
2A
nnua
l pla
n ap
prov
ed b
ym
anag
emen
t bod
y, a
ndre
flect
s th
e ke
y as
pect
s of
the
serv
ice.
M
3.4
Pla
n co
ntai
ns e
xplic
it ta
rget
s fo
r se
rvic
ede
velo
pmen
t, an
d th
e ta
rget
s re
late
to s
trat
egic
prio
ritie
s.3
Tar
gets
ref
lect
prio
ritie
s in
rele
vant
key
doc
umen
ts.
M
3.5
Pro
gres
s re
late
d to
the
achi
evem
ent o
f ide
ntifi
edta
rget
s is
reg
ular
ly r
evie
wed
.4M
inut
es/r
ecor
ding
rep
orts
.M
Sec
tion
1: C
ore
man
agem
ent s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
17
3.6
The
str
ateg
ic a
nd b
usin
ess
plan
ning
impl
emen
tatio
n is
eva
luat
ed a
t the
end
of t
hefin
anci
al y
ear
and
resu
lts i
nfor
m th
e st
rate
gic
and
busi
ness
pla
nnin
g pr
oces
s fo
r th
e co
min
g ye
ar.
Min
utes
/rel
evan
tdo
cum
enta
tion.
M
Gui
danc
e no
tes
1. F
unct
ions
incl
ude
finan
ce, h
uman
res
ourc
es m
anag
emen
t, m
arke
ting
and
serv
ice
deliv
ery.
2. F
unct
ions
as
for
1. T
he s
cale
of t
he b
usin
ess
plan
sho
uld
refle
ct th
e si
ze a
nd a
ctiv
ity o
f the
org
anis
atio
n. T
he b
usin
ess
plan
sho
uld
refle
ctth
e pe
rfor
man
ce d
eman
ds o
f the
age
ncy’
s se
rvic
e co
ntra
cts
and
targ
et d
evel
opm
ent g
oals
.3.
As
iden
tifie
d by
the
mis
sion
sta
tem
ent a
nd s
trat
egic
pla
n.4.
Sug
gest
ed m
inim
um r
evie
w q
uart
erly
.
Cro
ss-r
efer
ence
sT
his
who
le s
tand
ard
cros
s-re
fere
nces
with
Sta
ndar
ds 1
: The
Man
agem
ent B
ody
and
2: M
issi
on S
tate
men
t
Sec
tion
1: C
ore
man
agem
ent s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
18
4.
Fin
anci
al s
trat
egy
and
man
agem
ent
Sta
ndar
d S
tate
men
t
The
ser
vice
has
a fi
nanc
ial s
trate
gy a
nd m
anag
emen
t sys
tem
whi
ch c
ontri
bute
s to
its
gov
erna
nce
and
use
of f
inan
cial
reso
urce
s.
Crit
eria
Evi
denc
eM
/GP
Crit
eria
met
Com
men
t
4.1
Ser
vice
has
a fi
nanc
ial s
trat
egy
(for
a th
ree
to fi
veye
ar p
erio
d) w
hich
form
s pa
rt o
f the
str
ateg
ic p
lan.
As
cont
aine
d w
ithin
stra
tegi
c pl
an.
M
4.2
Fin
anci
al s
trat
egy
incl
udes
rec
ogni
tion
of a
llse
rvic
e ac
tiviti
es.1
Ref
lect
ed w
ithin
fina
ncia
lst
rate
gy.
M
4.3
Str
ateg
y is
rev
iew
ed a
nnua
lly a
s pa
rt o
f the
busi
ness
pla
nnin
g pr
oces
s.M
inut
es/r
ecor
ding
rep
orts
.M
4.4
Ann
ual b
udge
t ide
ntifi
es a
ll pr
ojec
ted
inco
me
and
expe
nditu
re a
nd is
rev
iew
ed q
uart
erly
with
rem
edia
l act
ion
take
n as
req
uire
d.
Min
utes
/rep
orts
.M
4.5
Spe
cific
asp
ects
of s
ervi
ce d
eliv
ery
shou
ld h
ave
unit
cost
ing.
2F
inan
cial
rep
orts
/bud
get
info
rmat
ion.
GP
4.6
The
re a
re w
ritte
n fin
anci
al p
roce
dure
s.R
elev
ant d
ocum
enta
tion.
M
4.7
Fin
anci
al r
espo
nsib
ilitie
s ar
e id
entif
ied
for
each
area
of s
ervi
ce a
ctiv
ity.
Job
desc
riptio
ns/ f
inan
cial
proc
edur
es.
M
Sec
tion
1: C
ore
man
agem
ent s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
19
4.8
All
thos
e w
ith r
espo
nsib
ility
for
finan
cem
anag
emen
t are
pro
vide
d w
ith u
p to
dat
e fin
anci
alin
form
atio
n.
Rep
orts
/brie
fing
sess
ions
.M
4.9
All
finan
cial
act
ivity
mus
t com
ply
with
sta
tuto
ryre
gula
tions
.D
emon
stra
ble
prac
tice,
rele
vant
doc
umen
tatio
nan
d au
dite
d ac
coun
ts.
M
4.10
Man
agem
ent b
ody
rece
ive
regu
lar
repo
rts
on th
efin
anci
al p
ositi
on o
f the
ser
vice
.3M
inut
es/r
epor
ts to
man
agem
ent b
ody
mee
tings
.
M
4.11
Mon
thly
fina
ncia
l ope
ratin
g st
atem
ents
and
cas
hflo
ws
are
prep
ared
.O
pera
ting
stat
emen
ts a
ndca
sh fl
ows.
GP
4.12
Reg
ular
mee
tings
to d
iscu
ss fi
nanc
ial i
ssue
s ta
kepl
ace
betw
een
the
trea
sure
r an
d di
rect
or a
nd/o
rfin
ance
man
ager
and
oth
er r
elev
ant m
embe
rs o
fst
aff.
Min
utes
/act
ion
note
s/re
port
s to
thes
em
eetin
gs.
GP
4.13
Agr
eed
proc
edur
es in
pla
ce fo
r pa
ying
bill
s,si
gnin
g ch
eque
s, m
anag
ing
petty
cas
h.4
Wri
tten
proc
edur
es.
M
4.14
Fin
anci
al s
yste
ms
adeq
uate
ly fa
cilit
ate
the
man
agem
ent o
f:•
reco
rdin
g in
com
e an
d ex
pend
iture
• P
AY
E•
Nat
iona
l Ins
uran
ce•
pens
ions
• V
AT
(w
here
app
ropr
iate
)•
Sch
edul
e D
.
As
refle
cted
with
in w
ritte
npr
oced
ures
.M
4.15
Aud
ited
acco
unts
are
pre
pare
d a
max
imum
of s
ixm
onth
s af
ter
the
end
of th
e fin
anci
al y
ear.
Sub
mis
sion
of a
udite
dac
coun
ts.
M
Sec
tion
1: C
ore
man
agem
ent s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
20
4.16
For
vol
unta
ry s
ecto
r or
gani
satio
ns:
The
man
agem
ent b
ody
and
all r
elev
ant s
taff
are
awar
eof
the
requ
irem
ents
of S
OR
P (
Sta
tem
ent o
fR
ecom
men
ded
Pra
ctic
e) a
nd e
nsur
e co
mpl
ianc
e.
Incl
usio
n in
indu
ctio
npr
oces
s.M
Gui
danc
e no
tes
1. A
ctiv
ities
may
incl
ude
serv
ice
deliv
ery,
cap
ital e
xpen
ditu
re, f
inan
cial
res
erve
s, r
even
ue/in
com
e .2.
Ser
vice
s sh
ould
aim
to d
evel
op s
yste
ms
whi
ch id
entif
y co
sts
per
serv
ice
user
epi
sode
.3.
Rep
orts
sho
uld
be s
ubm
itted
to m
anag
emen
t bod
ies
on q
uart
erly
bas
is (
at m
inim
um).
4. T
hese
sys
tem
s sh
ould
incl
ude
effe
ctiv
e sa
fegu
ards
to p
reve
nt th
eft a
nd e
rror
.
Cro
ss-r
efer
ence
sT
he w
hole
sec
tion
cros
s-re
fere
nces
with
Sta
ndar
ds 1
: The
Man
agem
ent B
ody
and
2: T
he m
issi
on s
tate
men
tC
rite
ria 4
.6, 4
.12
& 4
.13
with
Sta
ndar
d 15
: Pol
icy
and
proc
edur
es
Sec
tion
1: C
ore
man
agem
ent s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
21
Sec
tion
1: C
ore
man
agem
ent s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
22
Hum
an r
esou
rce
man
agem
ent a
nd d
evel
opm
ent
5.
Hum
an r
esou
rce
man
agem
ent –
gen
eral
Sta
ndar
d S
tate
men
t
The
ser
vice
ens
ures
that
man
agem
ent o
f hum
an re
sour
ces
is u
nder
take
n in
a w
ay th
at m
eets
ope
ratio
nal n
eeds
.
Crit
eria
Evi
denc
eM
/GP
Crit
eria
met
Com
men
t
5.1
Hum
an r
esou
rces
hav
e th
e co
mpe
tenc
e to
resp
ond
to th
e ne
eds
of th
e or
gani
satio
n an
dse
rvic
e us
er g
roup
.
Sta
ff sk
ills
com
pare
d to
iden
tifie
d se
rvic
e us
erne
eds.
M
5.2
The
com
posi
tion
of th
e st
aff t
eam
is a
ppro
pria
tely
bala
nced
in o
rder
to m
eet t
he n
eeds
of t
he ta
rget
serv
ice
user
gro
ups.
1
Hum
an r
esou
rces
com
pare
d to
ser
vice
use
rde
mog
raph
ic p
rofil
e an
dot
her
rele
vant
dat
a.
M
5.3
The
ser
vice
has
a s
taff
hand
book
and
pol
icie
sw
hich
effe
ctiv
ely
supp
ort t
he m
anag
emen
t of
hum
an r
esou
rces
.2
Pol
icie
sS
taff
hand
book
.M
5.4
The
ser
vice
has
a s
yste
m w
hich
effe
ctiv
ely
mon
itors
the
com
posi
tion
and
key
char
acte
ristic
sof
the
hum
an r
esou
rce
esta
blis
hmen
t.2
Sta
ff re
cord
s.M
5.5
Whe
re r
equi
red,
rep
rese
ntat
ive
bodi
es a
rein
volv
ed in
the
deve
lopm
ent a
nd m
aint
enan
ce o
fth
e hu
man
res
ourc
es s
yste
m.3
Tra
de U
nion
rec
ogni
tion
agre
emen
ts.
Agr
eem
ents
with
oth
erpr
ofes
sion
al b
odie
s.
M
Sec
tion
1: C
ore
man
agem
ent s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
23
5.6
Per
sonn
el r
ecor
ds a
re m
aint
aine
d in
a c
onfid
entia
lm
anne
r.4
Pol
icy
docu
men
ts a
ndse
cure
loca
tion
for
filin
gsy
stem
s.
M
5.7
The
age
ncy
dem
onst
rate
s th
at it
has
a p
olic
yfr
amew
ork
to s
uppo
rt th
e hu
man
res
ourc
est
rate
gy.5
Pol
icy
docu
men
ts.
M
5.8
The
re is
a w
ritte
n po
licy/
code
of c
ondu
ct w
hich
iden
tifie
s pr
ofes
sion
al b
ound
arie
s an
dre
spon
sibi
litie
s.
Pol
icy
docu
men
ts.
GP
Gui
danc
e no
tes
1. B
alan
ce in
term
s of
rac
e, g
ende
r, d
isab
ility
, age
, sex
ual o
rient
atio
n.2.
Thi
s sh
ould
incl
ude:
• st
atut
ory
requ
irem
ents
• or
gani
satio
nal n
eeds
(m
onito
r w
orkl
oad,
ski
lls m
ix e
tc.)
• su
perv
isio
n re
cord
s•
mat
erni
ty/p
ater
nity
• an
nual
lea
ve•
sick
ness
and
abs
ente
eism
• st
aff t
urno
ver
• di
scip
linar
y or
grie
vanc
e ac
tion
• ge
nder
• et
hnic
orig
in•
disa
bilit
y.3.
Thi
s m
ay in
clud
e tr
ade
unio
ns a
nd p
rofe
ssio
nal b
odie
s.
Sec
tion
1: C
ore
man
agem
ent s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
24
4. P
erso
nnel
rec
ords
cov
er:
• ap
plic
atio
n fo
rm/C
V•
refe
renc
es•
copy
of c
ontr
act
• jo
b de
scrip
tions
• re
cord
s of
leav
e or
sic
knes
s•
perf
orm
ance
app
rais
al.
5. T
he s
trat
egy
addr
esse
s:•
skill
s an
d qu
alifi
catio
ns•
recr
uitm
ent a
nd r
eten
tion
• re
dund
ancy
• tr
aini
ng a
nd d
evel
opm
ent
• he
alth
and
saf
ety
and
wel
fare
• em
ploy
ee r
elat
ions
• pe
rfor
man
ce a
ppra
isal
• pa
y an
d co
nditi
ons
• eq
ual o
ppor
tuni
ties.
Cro
ss-r
efer
ence
sC
rite
rion
5.2
with
Sta
ndar
ds 6
: Rec
ruitm
ent a
nd s
elec
tion
proc
edur
es, a
nd 1
9: E
qual
Opp
ortu
nitie
sC
rite
rion
5.4
with
Sta
ndar
d 13
: Per
form
ance
mon
itorin
gC
rite
ria 5
.6 -
5.8
with
Sta
ndar
d 15
: Pol
icy
and
proc
edur
es
Sec
tion
1: C
ore
man
agem
ent s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
25
Sec
tion
1: C
ore
man
agem
ent s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
26
6.
Rec
ruitm
ent a
nd s
elec
tion
proc
edur
es
Sta
ndar
d S
tate
men
t
The
ser
vice
has
a c
ompr
ehen
sive
recr
uitm
ent a
nd s
elec
tion
syst
em.
Crit
eria
Evi
denc
eM
/GP
Crit
eria
met
Com
men
t
6.1
The
re a
re w
ritte
n re
crui
tmen
t and
sel
ectio
npo
licie
s an
d pr
oced
ures
whi
ch ta
ke a
ccou
nt o
feq
ual o
ppor
tuni
ties
legi
slat
ion1 a
nd th
e ag
ency
’spo
licy,
and
thes
e ar
e re
view
ed o
n a
syst
emat
icba
sis.
Rec
ruitm
ent a
nd s
elec
tion
docu
men
t(s)
.M
6.2
All
post
s ha
ve r
elev
ant j
ob d
escr
iptio
ns a
ndca
ndid
ate
spec
ifica
tions
.Jo
b de
scrip
tions
and
cand
idat
e sp
ecifi
catio
ns.
M
6.3
All
empl
oyee
s ha
ve c
ontr
acts
of e
mpl
oym
ent a
ndco
nditi
ons
of s
ervi
ce.2
Con
trac
t of e
mpl
oym
ent
and
cond
ition
s of
ser
vice
docu
men
ts.
M
6.4
The
re a
re p
olic
ies:
•on
the
empl
oym
ent o
f peo
ple
who
hav
e/ha
ddr
ug a
nd/o
r al
coho
l rel
ated
pro
blem
s3
•w
hich
iden
tify
the
proc
edur
e fo
r po
lice/
loca
lau
thor
ity v
ettin
g of
pos
ts.
Pol
icy
docu
men
t(s)
.M
6.5
The
age
ncy
ensu
res
that
indu
ctio
n tr
aini
ng a
ndor
ient
atio
n fo
r ne
w s
taff
take
s pl
ace.
Indu
ctio
n re
cord
s.M
Sec
tion
1: C
ore
man
agem
ent s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
27
Gui
danc
e no
tes
1. In
clud
ing
the
right
to ta
ke u
p em
ploy
men
t in
the
UK
.2.
New
sta
ff sh
ould
rec
eive
a s
igne
d co
ntra
ct a
max
imum
of f
our
wee
ks a
fter
com
ing
into
pos
t. If
term
s an
d co
nditi
ons
are
bein
g ch
ange
d,co
nsul
t with
rep
rese
ntat
ive
bodi
es (
this
is a
lega
l req
uire
men
t in
som
e ca
ses)
.3.
See
SC
OD
A g
uida
nce
on c
linic
al w
ork
for
peop
le w
ith a
his
tory
of d
rug
prob
lem
s in
Enh
anci
ng D
rug
Ser
vice
s: a
man
agem
ent h
andb
ook
for
qual
ity a
nd e
ffect
iven
ess
(SC
OD
A 1
997)
. The
ser
vice
sho
uld
dete
rmin
e (w
ith a
dvic
e if
nece
ssar
y) it
s po
licy
on e
mpl
oyin
g pe
ople
with
conv
ictio
ns, w
hat j
obs
are
suita
ble
for
them
and
whi
ch a
re n
ot.
Cro
ss-r
efer
ence
sC
rite
rion
6.1
with
Sta
ndar
ds 1
5: P
olic
y an
d pr
oced
ures
, and
19:
Equ
al o
ppor
tuni
ties
Cri
terio
n 6.
2 w
ith S
tand
ard
5: H
uman
res
ourc
e m
anag
emen
t – g
ener
alC
rite
rion
6.4
with
Sta
ndar
d 15
: Pol
icy
and
proc
edur
esC
rite
rion
6.5
with
Sta
ndar
d 8:
Hum
an r
esou
rce
deve
lopm
ent
Sec
tion
1: C
ore
man
agem
ent s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
28
7.
Hum
an r
esou
rce
perf
orm
ance
man
agem
ent s
yste
ms
Sta
ndar
d S
tate
men
t
The
ser
vice
has
a h
uman
reso
urce
man
agem
ent s
yste
m th
at m
onito
rs, m
otiv
ates
and
sup
ports
per
form
ance
.
Crit
eria
Evi
denc
eM
/GP
Crit
eria
met
Com
men
t
7.1
Ser
vice
has
a p
olic
y th
at is
des
igne
d to
mon
itor,
mot
ivat
e an
d su
ppor
t sta
ff.1
Pol
icy
docu
men
t.S
taff
inte
rvie
w.
M
Gui
danc
e no
tes
1. T
radi
tiona
l app
roac
hes
to h
uman
res
ourc
e m
anag
emen
t inc
lude
sup
ervi
sion
and
app
rais
al s
yste
ms.
Sup
ervi
sion
may
incl
ude:
man
age
rial
supe
rvis
ion
in r
elat
ion
to jo
b de
scrip
tion
or w
orkp
lan,
ser
vice
eth
os c
asew
ork
supe
rvis
ion
(in r
elat
ion
to w
ork
with
ser
vice
use
rs)
or p
erso
nal
supe
rvis
ion
in r
elat
ion
to p
erso
nal i
ssue
s ra
ised
thro
ugh
wor
k. T
he a
ppra
isal
pro
cedu
re m
ay a
lso
enco
mpa
ss p
roce
dure
s fo
r m
onito
ring
achi
evem
ents
sin
ce la
st a
ppra
isal
and
targ
ets
to b
e ac
hiev
ed b
efor
e th
e ne
xt a
ppra
isal
.
Inve
stor
s in
Peo
ple
is th
e na
tiona
lly r
ecog
nise
d st
anda
rd fo
r de
velo
ping
and
sup
port
ing
staf
f in
line
with
org
anis
atio
nal g
oals
. Mor
ein
form
atio
n av
aila
ble
from
Inve
stor
s in
Peo
ple
(UK
) at
ww
w.ii
puk.
co.u
k
Sec
tion
1: C
ore
man
agem
ent s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
29
Sec
tion
1: C
ore
man
agem
ent s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
30
8.
Hum
an r
esou
rce
deve
lopm
ent
Sta
ndar
d S
tate
men
t
The
hum
an re
sour
ce d
evel
opm
ent a
ppro
ach
ensu
res
that
man
agem
ent,
staf
f and
vol
unte
ers
are
equi
pped
with
the
skill
s an
dab
ilitie
s to
mee
t the
obj
ectiv
es o
f the
ser
vice
.
Crit
eria
Evi
denc
eM
/GP
Crit
eria
met
Com
men
t
8.1
The
ser
vice
has
a h
uman
res
ourc
e de
velo
pmen
tst
rate
gy w
hich
rel
ates
to th
e st
rate
gic/
busi
ness
plan
ning
pro
cess
.
Hum
an r
esou
rce
deve
lopm
ent
stra
tegy
/str
ateg
ic/b
usin
ess
plan
s.
M
8.2
All
trai
ning
is p
lann
ed o
n th
e ba
sis
of:
•w
hat t
he n
eed
is•
how
it w
ill b
e re
spon
ded
to•
wha
t are
the
expe
cted
out
com
es o
f tra
inin
g an
dho
w w
ill it
s ef
fect
iven
ess
will
be
eval
uate
d.1
Ann
ual t
rain
ing
plan
.M
8.3
The
re a
re a
dequ
ate
finan
cial
res
ourc
es id
entif
ied
for,
and
allo
cate
d to
, the
trai
ning
pro
gram
me.
Fin
anci
al p
lan/
budg
etin
form
atio
n.M
8.4
The
trai
ning
pla
n sh
ould
inco
rpor
ate
indi
vidu
altr
aini
ng n
eeds
.P
erfo
rman
ce m
anag
emen
tre
cord
s.A
nnua
l tra
inin
g pl
an.
M
8.5
Tra
inin
g ta
kes
plac
e ac
cord
ing
to th
e tr
aini
ng p
lan.
Tra
inin
g re
cord
s.M
8.6
Tra
inin
g ef
fect
iven
ess
is e
valu
ated
aga
inst
obje
ctiv
es id
entif
ied
in th
e tr
aini
ng p
lan.
Per
form
ance
man
agem
ent
reco
rds.
Ann
ual t
rain
ing
plan
.
M
Sec
tion
1: C
ore
man
agem
ent s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
31
Gui
danc
e no
tes
1. T
he a
nnua
l tra
inin
g pl
an in
clud
es:
•a
stat
emen
t of s
ervi
ce p
riorit
ies
•a
clea
r sy
stem
for
iden
tifyi
ng s
taff
trai
ning
req
uire
men
ts•
links
bet
wee
n st
aff d
evel
opm
ent a
nd h
uman
res
ourc
e m
anag
emen
t sys
tem
s•
an a
ssur
ance
that
sta
ff ha
ve s
uffic
ient
com
pete
nce
at e
ach
leve
l.
Cro
ss-r
efer
ence
sC
rite
rion
8.1
with
Sta
ndar
d 3:
Str
ateg
ic a
nd b
usin
ess
plan
ning
Crit
erio
n 8.
2 w
ith S
tand
ards
7: H
uman
res
ourc
e pe
rfor
man
ce m
anag
emen
t sys
tem
s, 1
3: P
erfo
rman
ce m
onito
ring,
and
15:
Pol
icy
and
proc
edur
esC
rite
rion
8.3
with
Sta
ndar
d 4:
Fin
anci
al s
trat
egy
and
man
agem
ent
Crit
erio
n 8.
6 w
ith S
tand
ards
7: H
uman
res
ourc
e pe
rfor
man
ce m
anag
emen
t sys
tem
s, a
nd 1
5: P
olic
y an
d pr
oced
ures
Sec
tion
1: C
ore
man
agem
ent s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
32
9.
Vol
unte
ers
Sta
ndar
d S
tate
men
t
The
ser
vice
has
est
ablis
hed
effe
ctiv
e an
d su
ppor
tive
proc
edur
es fo
r the
man
agem
ent a
nd u
tilis
atio
n of
vol
unte
ers.
1
Crit
eria
Evi
denc
eM
/GP
Crit
eria
met
Com
men
t
9.1
The
re is
a w
ritte
n re
crui
tmen
t pro
cedu
re/p
olic
y fo
rvo
lunt
eers
.1V
olun
teer
pol
icy
docu
men
t(s)
.M
9.2
The
ser
vice
has
a w
ritte
n vo
lunt
eerin
g ag
reem
ent.
Vol
unte
er a
gree
men
t.M
9.3
Vol
unte
ers
have
rol
e de
scrip
tions
.R
ole
desc
riptio
ns.
M
9.4
The
re a
re c
lear
ly d
efin
ed m
anag
emen
t/rep
ortin
glin
es fo
r vo
lunt
eers
.V
olun
teer
pol
icy
docu
men
t(s)
.M
9.5
Vol
unte
ers
are
prov
ided
with
reg
ular
sup
ervi
sion
.2S
uper
visi
on n
ote.
M
9.6
The
ser
vice
has
a c
ode
of c
ondu
ct fo
r vo
lunt
eers
.V
olun
teer
pol
icy
docu
men
t(s)
.M
9.7
The
ser
vice
has
a m
echa
nism
for
volu
ntee
rco
nsul
tatio
n.N
otes
/min
utes
from
foru
mm
eetin
gs.
M
9.8
Vol
unte
ers
are
prov
ided
with
reg
ular
, and
adeq
uate
, tra
inin
g.T
rain
ing
plan
for
volu
ntee
rs.
M
9.9
Pol
icy
rega
rdin
g vo
lunt
eers
who
hav
e/ha
d dr
ug-
and/
or a
lcoh
ol-r
elat
ed p
robl
ems.
Vol
unte
er p
olic
ydo
cum
ent(
s).
M
Sec
tion
1: C
ore
man
agem
ent s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
33
Gui
danc
e no
tes
1. I
ssue
s re
late
d to
vol
unte
ers
shou
ld b
e co
nsid
ered
in a
sim
ilar
man
ner
as to
pai
d st
aff.
2. T
he A
lcoh
ol C
once
rn’s
Vol
unte
er A
lcoh
ol C
ouns
ello
r T
rain
ing
Sch
eme
(VA
CT
S)
sets
out
a m
odel
for
wor
king
with
vol
unte
ers.
Cro
ss-r
efer
ence
sC
rite
ria 9
.1 &
9.3
with
Sta
ndar
d 6:
Rec
ruitm
ent a
nd s
elec
tion
proc
edur
esC
rite
ria 9
.1, 9
.2, 9
.6, &
9.9
with
Sta
ndar
d 15
: Pol
icy
and
proc
edur
esC
riter
ion
9.5
with
Sta
ndar
d 7:
Hum
an r
esou
rce
perf
orm
ance
man
agem
ent s
yste
ms
Cri
terio
n 9.
8 w
ith S
tand
ard
8: H
uman
res
ourc
e de
velo
pmen
t
Sec
tion
1: C
ore
man
agem
ent s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
34
Man
agin
g en
viro
nmen
ts
10.
Man
agin
g se
rvic
e en
viro
nmen
ts fo
r ca
re p
rovi
sion
Sta
ndar
d S
tate
men
t
Acc
omm
odat
ion
and
othe
r res
ourc
es m
eet t
he n
eeds
of t
he c
lient
in p
rovi
ding
an
appr
opria
te e
nviro
nmen
t in
whi
ch th
e se
rvic
e is
deliv
ered
.
Crit
eria
Evi
denc
eM
/GP
Crit
eria
met
Com
men
t
Non
-res
iden
tial s
ervi
ces
10.1
The
pre
mis
es m
eet t
he r
equi
rem
ents
of l
egis
lativ
egu
idan
ce in
clud
ing:
1
•he
alth
& s
afet
y•
fire
regu
latio
ns•
envi
ronm
enta
l hea
lth.
Cer
tific
atio
n to
sho
w th
atth
ese
requ
irem
ents
hav
ebe
en m
et.
M
Reg
iste
red
resi
dent
ial s
ervi
ces
10.2
The
res
iden
tial u
nit m
eets
the
requ
irem
ents
of t
helo
cal r
egis
trat
ion
auth
ority
.C
ertif
icat
e of
reg
istr
atio
nIn
spec
tion
repo
rt.
M
Non
-reg
iste
red
resi
dent
ial s
ervi
ces
10.3
The
pre
mis
es m
eet t
he r
equi
rem
ents
of l
egis
lativ
egu
idan
ce in
clud
ing:
1
•he
alth
& s
afet
y•
fire
regu
latio
ns•
envi
ronm
enta
l hea
lth.
Cer
tific
atio
n to
sho
w t
hat
thes
e re
quire
men
ts h
ave
been
met
.
M
Sec
tion
1: C
ore
man
agem
ent s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
35
Gui
danc
e no
tes
1. P
rovi
ders
sho
uld
be a
war
e th
at th
ey m
ay b
e re
quire
d to
com
ply
with
var
ious
sta
tuto
ry o
r lo
cal g
uida
nce
.
Cro
ss-r
efer
ence
sC
rite
rion
10.1
with
Sta
ndar
d 30
: Hea
lth p
rom
otio
n an
d ad
vice
thro
ugh
to S
tand
ard
34: N
eedl
e ex
chan
geC
rite
ria 1
0.2
& 1
0.3
with
Sta
ndar
d 35
: Res
iden
tial s
ervi
ces
Sec
tion
1: C
ore
man
agem
ent s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
36
Man
agin
g ex
tern
al r
elat
ions
hips
11.
Wor
king
with
com
mis
sion
ing
bodi
es
Sta
ndar
d S
tate
men
t
The
ser
vice
has
a w
orki
ng p
artn
ersh
ip w
ith it
’s c
omm
issi
onin
g bo
dies
Crit
eria
Evi
denc
eM
/GP
Crit
eria
met
Com
men
t
11.1
The
ser
vice
fulfi
ls th
e re
quire
men
ts o
f its
ser
vice
cont
ract
s.A
nnua
l rep
ortin
g on
targ
ets
and
com
mis
sion
ersa
tisfa
ctio
n.
M
11.2
Mon
itorin
g in
form
atio
n is
pro
vide
d to
rel
evan
tco
mm
issi
onin
g bo
dies
in li
ne w
ith th
e re
quire
men
tsof
ser
vice
con
trac
ts.
Rep
orts
pro
vide
d.M
11.3
The
ser
vice
effe
ctiv
ely
repr
esen
ts th
e ne
eds
of it
sse
rvic
e us
er g
roup
s to
key
com
mis
sion
ers.
1G
roup
adv
ocac
y is
evid
ence
d th
roug
h in
put o
fse
rvic
e us
er n
eeds
tona
tiona
l and
loca
lpl
anni
ng s
truc
ture
s.In
divi
dual
adv
ocac
y is
evid
ence
d th
roug
h in
put o
fse
rvic
e us
er n
eeds
tolo
cal a
genc
ies
such
as
heal
th/s
ocia
lse
rvic
es/h
ousi
ng.
GP
Sec
tion
1: C
ore
man
agem
ent s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
37
Gui
danc
e no
tes
1. T
his
may
take
sev
eral
form
s in
clud
ing:
• ad
voca
cy•
serv
ice
user
s’ n
eeds
rep
orte
d to
com
mis
sion
ers.
The
re a
re li
nks
with
:•
Dru
g A
ctio
n T
eam
• D
rug
and
Alc
ohol
Ref
eren
ce G
roup
• Jo
int P
lann
ing
Gro
ups
• P
rim
ary
Car
e G
roup
s.
It is
rec
omm
ende
d th
at s
ervi
ces
read
Com
mis
sion
ing
Sta
ndar
ds: D
rug
& A
lcoh
ol T
reat
men
t & C
are,
the
Sub
stan
ce M
isus
e A
dvis
ory
Ser
vice
guid
ance
to c
omm
issi
onin
g ag
enci
es.
Cro
ss-r
efer
ence
sC
rite
ria 1
1.1
& 1
1.2
with
Sta
ndar
d 13
: Per
form
ance
mon
itorin
gC
rite
rion
11.1
with
Sta
ndar
d 3:
Str
ateg
ic a
nd b
usin
ess
plan
ning
Cri
terio
n 11
.3 w
ith S
tand
ard
16: I
nvol
ving
and
em
pow
erin
g se
rvic
e us
ers
Sec
tion
1: C
ore
man
agem
ent s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
38
12.
Wor
king
with
oth
er p
rovi
ders
Sta
ndar
d S
tate
men
t
The
ser
vice
dev
elop
s an
d m
aint
ains
join
t wor
king
rela
tions
hips
with
oth
er p
rovi
der s
ervi
ces
Crit
eria
Evi
denc
eM
/GP
Crit
eria
met
Com
men
t
12.1
The
ser
vice
par
ticip
ates
in p
rovi
der
mee
tings
/sem
inar
s.1
Min
utes
/act
ion
note
s.M
12.2
The
re is
a jo
int a
gree
d st
rate
gy fo
r m
eetin
gob
ject
ives
/targ
ets
join
tly s
et w
ith o
ther
age
ncie
s.2
Pol
icy
docu
men
ts r
efle
ctjo
int w
orki
ng a
ppro
ach.
Wor
k pl
ans
agre
ed w
ithot
her
agen
cies
.
M
12.3
For
mal
pro
toco
ls a
re e
stab
lishe
d fo
r sh
arin
gse
rvic
e us
er in
form
atio
n w
ith p
artn
er s
ervi
ces.
As
abov
e.M
12.4
The
re is
join
t pol
icy
deve
lopm
ent o
n ke
y in
ter-
agen
cy a
nd s
ervi
ce p
rovi
sion
issu
es.3
As
abov
e.G
P
Gui
danc
e no
tes
1. A
n ex
ampl
e of
this
may
be
part
icip
atio
n in
loca
l dru
g an
d al
coho
l ref
eren
ce g
roup
s.2.
The
str
ateg
y m
akes
cle
ar th
e re
spon
sibi
litie
s an
d tim
esca
les
for
the
achi
evem
ent o
f obj
ectiv
es. I
t is
mon
itore
d an
d ev
alua
ted.
3. J
oint
pol
icy
coul
d in
clud
e is
sues
suc
h as
wor
king
with
pre
gnan
t dru
g us
ers,
wor
king
with
chi
ldre
n an
d yo
ung
peop
le, a
nd w
orki
ng w
ith d
ual
diag
nosi
s cl
ient
s.
Cro
ss-r
efer
ence
sC
rite
ria 1
2.2-
12.4
with
Sta
ndar
d 15
: Pol
icy
and
proc
edur
esC
rite
rion
12.2
with
Sta
ndar
d 3:
Str
ateg
ic a
nd b
usin
ess
plan
ning
Cri
teria
12.
3 &
12.
4 w
ith S
tand
ard
17: C
onfid
entia
lity
and
the
right
of a
cces
s to
info
rmat
ion
Sec
tion
1: C
ore
man
agem
ent s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
39
Sec
tion
1: C
ore
man
agem
ent s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
40
Per
form
ance
mon
itorin
g an
d re
view
13.
Per
form
ance
mon
itorin
g
Sta
ndar
d S
tate
men
t
The
ser
vice
has
est
ablis
hed
a ra
nge
of p
erfo
rman
ce m
onito
ring
crite
ria to
mea
sure
and
repo
rt on
per
form
ance
to c
omm
issi
oner
s,se
rvic
e m
anag
emen
t and
oth
er re
leva
nt b
odie
s.
Crit
eria
Evi
denc
eM
/GP
Crit
eria
met
Com
men
t
13.1
The
re a
re e
stab
lishe
d pr
oced
ures
for
serv
ice
mon
itorin
g an
d re
view
, whi
ch in
clud
e ef
ficie
ncy
and
effe
ctiv
enes
s (o
utpu
ts a
nd o
utco
mes
).1,
2
Mon
itorin
g an
d in
form
atio
nda
ta s
yste
ms.
M
13.2
The
out
put a
nd/o
r ou
tcom
e cr
iteria
hav
e be
enag
reed
with
ser
vice
com
mis
sion
ers
and
othe
rre
leva
nt b
odie
s.
Rel
evan
t doc
umen
t(s)
.M
13.3
Out
put a
nd/o
r ou
tcom
e m
onito
ring
repo
rts
are
prov
ided
to th
e m
anag
ing
body
and
ser
vice
com
mis
sion
ers
as s
peci
fied
with
in c
ontr
acts
.
Mon
itorin
g re
port
s.M
13.4
Out
put a
nd o
utco
me
mon
itorin
g in
form
atio
n is
used
to in
form
the
stra
tegi
c/bu
sine
ss p
lann
ing
proc
esse
s, s
ervi
ce d
eliv
ery
and
polic
ies
and
prac
tices
of t
he s
ervi
ce.
Mon
itorin
g do
cum
ent(
s),
stra
tegi
c an
d bu
sine
ssre
port
s an
d al
l oth
erre
leva
nt p
olic
y do
cum
ents
.
M
13.5
For
dru
g se
rvic
es:
Com
plet
e an
d re
turn
the
Reg
iona
l Dru
g M
isus
e D
atab
ase
form
s.R
etur
ns o
f Reg
iona
l Dru
gM
isus
e D
atab
ase
form
s.M
Sec
tion
1: C
ore
man
agem
ent s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
41
13.6
New
ser
vice
use
rs a
nd e
piso
de le
ngth
are
defin
ed.3
Mon
itorin
g an
d in
form
atio
nda
ta s
yste
m.
M
Gui
danc
e no
tes
1. S
ee A
ppen
dix
1 fo
r S
ervi
ce O
utpu
t Cat
egor
ies
(Dep
artm
ent o
f Hea
lth R
ecom
men
datio
ns to
Com
mis
sion
ers)
. Alc
ohol
ser
vice
s ar
e a
lso
reco
mm
ende
d to
rea
d A
DIY
Gui
de to
Impl
emen
ting
Out
com
e M
onito
ring
(Alc
ohol
Con
cern
, 199
7).
2. T
he s
ervi
ce’s
per
form
ance
mon
itori
ng w
ill in
clud
e th
e fo
llow
ing:
• a
defin
ition
of s
ervi
ce u
ser
grou
ps, e
g dr
ug/a
lcoh
ol u
ser,
sig
nific
ant o
ther
, pro
fess
iona
l•
an e
stab
lishe
d m
inim
um d
ata
set f
or s
ervi
ce u
sers
. Thi
s m
ay in
clud
e: n
umbe
r of
ser
vice
use
rs; g
ende
r; e
thni
city
; age
; hou
sing
situ
atio
n;em
ploy
men
t situ
atio
n; c
rimin
al ju
stic
e in
volv
emen
t; nu
mbe
r of
app
oint
men
ts k
ept (
with
dat
es);
faile
d ap
poin
tmen
ts (
with
dat
es)
• di
ffere
nt a
spec
ts o
f ser
vice
pro
visi
on a
re c
ateg
oris
ed fo
r re
cord
ing
purp
oses
. Cat
egor
ies
coul
d in
clud
e: a
dvic
e/in
form
atio
n; a
sses
smen
t;co
unse
lling
; det
oxifi
catio
n; d
rop-
in•
cont
act d
ates
are
rec
orde
d fo
r ea
ch s
ervi
ce u
ser
• th
e na
me
and
date
s of
sta
ff m
embe
r co
ntac
ts fo
r ea
ch s
ervi
ce u
ser
is r
ecor
ded
• ne
edle
exc
hang
e se
rvic
es r
ecor
d sp
ecifi
c ad
ditio
nal i
nfor
mat
ion.
Thi
s w
ill in
clud
e: a
ll ne
w c
onta
cts
and
inje
ctin
g be
havi
our
at in
itial
asse
ssm
ent;
reas
sess
men
t of s
ervi
ce u
sers
on
a re
gula
r ba
sis
(eg
thre
e to
six
mon
ths)
; mon
itorin
g ty
pes
and
amou
nts
of e
quip
men
tpr
ovid
ed a
nd r
etur
n ra
te.
You
ng p
eopl
e’s
serv
ices
hav
e di
ffere
nt m
onito
ring
requ
irem
ents
. See
Sta
ndar
d 36
: Ser
vice
s fo
r ch
ildre
n an
d yo
ung
peop
le.
Cro
ss-r
efer
ence
sC
rite
ria 1
3.1
& 1
3.4
with
Sta
ndar
d 15
: Pol
icy
and
proc
edur
esC
rite
ria 1
3.2
& 1
3.3
with
Sta
ndar
d 11
: Wor
king
with
com
mis
sion
ing
bodi
esC
rite
rion
13.2
with
Sta
ndar
d 12
: Wor
king
with
oth
er p
rovi
ders
Cri
terio
n 13
.3 w
ith S
tand
ard
1: T
he m
anag
emen
t bod
yC
rite
rion
13.4
with
Sta
ndar
d 3:
Str
ateg
ic a
nd b
usin
ess
plan
ning
Sec
tion
1: C
ore
man
agem
ent s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
42
14.
Qua
lity
assu
ranc
e
Sta
ndar
d S
tate
men
t
The
qua
lity
of o
rgan
isat
iona
l pra
ctic
e is
mon
itore
d an
d co
ntin
uous
ly d
evel
oped
.
Crit
eria
Evi
denc
eM
/GP
Crit
eria
met
Com
men
t
14.1
The
ser
vice
has
a q
ualit
y as
sura
nce
stra
tegy
whi
ch e
ncom
pass
es a
ll as
pect
s of
org
anis
atio
nal
activ
ity, a
nd s
take
hold
ers1 o
f the
ser
vice
wer
eco
nsul
ted
on th
e fo
rmul
atio
n of
the
stra
tegy
.2
Qua
lity
assu
ranc
e st
rate
gydo
cum
ent(
s) a
ndco
nsul
tatio
n pr
oces
s.
M
14.2
The
str
ateg
y id
entif
ies
clea
r ta
rget
s fo
rac
hiev
emen
t whi
ch a
re li
nked
to th
e st
rate
gic
and
busi
ness
pla
ns.
Str
ateg
y do
cum
ent(
s).
M
14.3
The
str
ateg
y is
sub
ject
to r
egul
ar r
evie
w a
ndup
date
(eg
ann
ually
) lin
ked
to s
trat
egic
and
busi
ness
pla
nnin
g pr
oces
ses.
Man
agem
ent
repo
rts/
mee
ting
min
utes
.M
14.4
Man
agem
ent h
ave
resp
onsi
bilit
y fo
r ov
erse
eing
impl
emen
tatio
n of
the
qual
ity a
ssur
ance
str
ateg
yan
d en
gend
erin
g st
aff c
omm
itmen
t to
it.
Man
agem
ent r
epor
ts a
ndst
aff c
ompe
tenc
ies/
job
desc
riptio
n.
M
14.5
All
staf
f and
vol
unte
ers
have
rec
eive
d tr
aini
ng o
nim
plem
entin
g th
e re
quire
men
ts o
f the
qua
lity
assu
ranc
e st
rate
gy.3
Tra
inin
g pl
an a
ndev
alua
tion
repo
rts.
M
Sec
tion
1: C
ore
man
agem
ent s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
43
14.6
An
audi
t of s
ervi
ce u
ser
satis
fact
ion
is c
arrie
d ou
tat
reg
ular
inte
rval
s.A
udit
repo
rts.
M
14.7
Res
ourc
es a
re m
ade
avai
labl
e to
sup
port
the
impl
emen
tatio
n of
the
qual
ity a
ssur
ance
str
ateg
yas
par
t of t
he b
usin
ess
plan
ning
pro
cess
.
Iden
tifie
d in
bus
ines
s pl
anan
d en
d-of
-yea
rev
alua
tion.
M
Gui
danc
e no
tes
1. T
his
coul
d in
clud
e m
anag
emen
t bod
y, s
taff,
vol
unte
ers,
ser
vice
use
rs, c
omm
issi
onin
g bo
dies
and
thos
e in
volv
ed in
join
t wor
king
.2.
Thi
s m
ay in
clud
e re
port
ing
and
mon
itorin
g sy
stem
s, o
r re
view
mec
hani
sms
for
serv
ice
impr
ovem
ent.
3. T
his
shou
ld b
e fe
atur
ed in
indu
ctio
n tr
aini
ng a
s w
ell a
s sp
ecifi
c in
ser
vice
trai
ning
.
Cro
ss-r
efer
ence
sT
his
stan
dard
is a
n ov
erar
chin
g on
e w
hich
enc
ompa
sses
asp
ects
of a
ll th
e ot
her
stan
dard
s in
this
man
ual.
Spe
cific
cro
ss-r
efer
ence
s ar
e:C
rite
ria 1
4.1
- 14
.3, 1
4.8
with
Sta
ndar
d 3:
Str
ateg
ic a
nd B
usin
ess
Pla
nnin
gC
rite
ria 1
4.1
& 1
4.7
with
Sta
ndar
d 16
: Inv
olvi
ng a
nd e
mpo
wer
ing
serv
ice
user
sC
rite
rion
14.1
with
Sta
ndar
ds 1
1: W
orki
ng w
ith C
omm
issi
onin
g B
odie
s, a
nd 1
2: W
orki
ng w
ith o
ther
Pro
vide
rsC
rite
rion
14.1
with
Sta
ndar
d 5:
Hum
an R
esou
rce
Man
agem
ent -
Gen
eral
Cri
terio
n 14
.6 w
ith S
tand
ard
8: H
uman
Res
ourc
e D
evel
opm
ent
Cri
terio
n 14
.7 w
ith S
tand
ards
13:
Per
form
ance
Mon
itorin
g, a
nd 1
5: P
olic
y an
d P
roce
dure
sC
rite
rion
14.8
with
Sta
ndar
d 4:
Fin
anci
al S
trat
egy
and
Man
agem
ent
Sec
tion
1: C
ore
man
agem
ent s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
44
15.
Pol
icy
and
proc
edur
es
Sta
ndar
d S
tate
men
t
The
ser
vice
has
a ra
nge
of p
olic
ies,
pro
toco
ls a
nd g
uide
lines
whi
ch s
uppo
rt op
erat
ion
and
serv
ice
deliv
ery.
Crit
eria
Evi
denc
eM
/GP
Crit
eria
met
Com
men
t
15.1
The
ser
vice
pol
icie
s an
d pr
oced
ures
in p
lace
incl
ude:
• se
rvic
e us
ers’
rig
hts
and
resp
onsi
bilit
ies
stat
emen
t•
conf
iden
tialit
y•
com
plai
nts
proc
edur
e•
serv
ice
user
s in
volv
emen
t pro
cedu
res
• eq
ual o
ppor
tuni
ties
polic
y•
heal
th a
nd s
afet
y•
recr
uitm
ent &
em
ploy
men
t pro
cedu
res
• ap
prai
sal s
yste
m•
grie
vanc
e an
d di
scip
linar
y pr
oced
ures
• re
dund
ancy
pol
icy
• st
aff t
rain
ing
stra
tegy
• vi
olen
ce a
t wor
k•
empl
oym
ent o
f peo
ple
as s
taff
or v
olun
teer
sw
ho h
ave/
had
drug
rel
ated
pro
blem
s•
wor
king
in th
e co
mm
unity
pro
cedu
re c
over
ing
outr
each
, hom
e vi
sits
and
sat
ellit
e w
orki
ng•
care
man
agem
ent p
roto
cols
• sm
okin
g•
alco
hol i
n th
e w
orkp
lace
pol
icy.
Exi
sten
ce o
f rel
evan
tpo
licy
docu
men
ts.
M
Sec
tion
1: C
ore
man
agem
ent s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
45
15.2
All
polic
ies
are
date
d an
d re
view
ed r
egul
arly
(usu
ally
ann
ually
).P
olic
y do
cum
ents
.M
Gui
danc
e no
tes
Thi
s lis
t is
not e
xclu
sive
and
onl
y co
vers
non
-clin
ical
pol
icie
s an
d pr
oced
ures
.S
ervi
ces
are
reco
mm
ende
d to
ref
er to
Alc
ohol
Con
cern
/SC
OD
A g
uida
nce
on e
qual
opp
ortu
nitie
s an
d co
nfid
entia
lity.
The
rel
evan
t doc
umen
tsar
e: B
uild
ing
Con
fiden
ce: a
dvic
e fo
r al
coho
l and
dru
g se
rvic
es o
n co
nfid
entia
lity
polic
ies
(Alc
ohol
Con
cern
and
SC
OD
A, 1
994)
, Enh
anci
ngD
rug
Ser
vice
s: a
man
agem
ent h
andb
ook
for
qual
ity a
nd e
ffect
iven
ess
(SC
OD
A, 1
997)
, and
Ope
ning
Tim
e (A
lcoh
ol C
once
rn, 1
994)
.
Cro
ss-r
efer
ence
sT
his
sect
ion
cros
s-re
fere
nces
with
all
stan
dard
s an
d cr
iteria
whi
ch r
efer
to p
olic
y an
d/or
pro
cedu
res
Sec
tion
2: C
ore
serv
ice
user
cha
rter
sta
ndar
ds
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
46
Sec
tion
2: C
ore
serv
ice
user
s’ c
hart
er s
tand
ards
16.
Inv
olvi
ng a
nd e
mpo
wer
ing
serv
ice
user
s
Sta
ndar
d S
tate
men
t
The
ser
vice
see
ks to
max
imis
e in
volv
emen
t of s
ervi
ce u
sers
with
rega
rd to
the
type
, del
iver
y an
d de
velo
pmen
t of s
ervi
ces.
Crit
eria
Evi
denc
eM
/GP
Crit
eria
met
Com
men
t
16.1
The
re a
re p
roce
dure
s fo
r co
nsul
ting
with
ser
vice
user
s to
info
rm s
ervi
ce p
lann
ing
and
deliv
ery1 .
Wri
tten
proc
edur
e(s)
.M
16.2
Ser
vice
use
rs a
re p
rovi
ded
with
info
rmat
ion
onty
pes
of s
ervi
ces
prov
ided
and
the
stan
dard
s th
eyca
n ex
pect
.
Info
rmat
ion
avai
labl
e to
serv
ice
user
s.M
16.3
Ser
vice
use
rs a
re r
epre
sent
ed in
man
agem
ent
stru
ctur
es.
Mec
hani
sm fo
rin
volv
emen
t/fee
dbac
kes
tabl
ishe
d an
dpu
blic
ised
.
GP
16.4
The
ser
vice
has
a c
hart
er o
f ser
vice
use
rs’ r
ight
san
d re
spon
sibi
litie
s, p
rovi
ded
to s
ervi
ce u
sers
on
requ
est.2
Sta
tem
ent o
f rig
hts
and
resp
onsi
bilit
ies
avai
labl
e.M
Gui
danc
e no
tes
1. C
onsu
ltatio
n m
ay ta
ke th
e fo
rm o
f con
sulta
tion
grou
ps, s
atis
fact
ion
surv
eys
(see
Sta
ndar
d 18
: Com
plai
nts
proc
edur
es),
or
serv
ice
user
repr
esen
tativ
es o
n th
e m
anag
emen
t bod
y.2.
T
his
coul
d in
volv
e th
e se
rvic
e de
velo
ping
its
own
char
ter
or s
ubsc
ribin
g to
a p
ublis
hed
char
ter
(eg
SC
OD
A C
hart
er o
f Ser
vice
Use
rR
ight
s, s
ee A
ppen
dix
2).
Sec
tion
2: C
ore
serv
ice
user
cha
rter
sta
ndar
ds
QuA
DS
Org
anis
atio
nal S
tand
ards
for
Alc
ohol
and
Dru
g T
reat
men
t Ser
vice
s
47
Dru
g se
rvic
es c
an a
lso
refe
r to
Get
ting
drug
use
rs in
volv
ed (
SC
OD
A 1
997)
for
this
sta
ndar
d an
d th
e re
st o
f Sec
tion
2.
Alc
ohol
ser
vice
s ca
n al
so r
efer
to:
• Q
ualit
y in
Alc
ohol
Ser
vice
s (A
lcoh
ol C
once
rn, 1
992)
• O
peni
ng T
ime
(Alc
ohol
Con
cern
, 199
4)•
Dev
elop
ing
clie
nt p
artic
ipat
ion
(Alc
ohol
Con
cern
, 199
7)•
Con
sulti
ng u
sers
abo
ut d
rug
and
alco
hol s
ervi
ces
(Alc
ohol
Con
cern
, 199
6).
For
this
sta
ndar
d an
d th
e re
st o
f Sec
tion
2.
Cro
ss-r
efer
ence
sC
rite
ria 1
6.1
& 1
6.3
with
Sta
ndar
d 15
: Pol
icy
and
Pro
cedu
res
Cri
teria
16.
2 &
16.
4 w
ith S
tand
ard
17: C
onfid
entia
lity
and
the
right
of a
cces
s to
info
rmat
ion,
thro
ugh
to s
tand
ard
21: P
riva
cy,
dign
ity a
ndre
spec
tC
rite
rion
16.2
with
Sta
ndar
d 22
: Acc
essi
bilit
yC
rite
rion
16.3
with
Sta
ndar
d 1:
The
man
agem
ent b
ody
Sec
tion
2: C
ore
serv
ice
user
cha
rter
sta
ndar
ds
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
48
17.
Con
fiden
tialit
y an
d th
e rig
ht o
f acc
ess
to in
form
atio
n
Sta
ndar
d S
tate
men
t
The
ser
vice
has
a p
olic
y on
con
fiden
tialit
y an
d rig
hts
of a
cces
s to
info
rmat
ion
whi
ch is
act
ivel
y co
mm
unic
ated
to, a
nd u
nder
stoo
dby
, all
serv
ice
user
s, s
taff
and
volu
ntee
rs.
Crit
eria
Evi
denc
eM
/GP
Crit
eria
met
Com
men
t
17.1
All
serv
ice
user
s ar
e in
form
ed a
bout
the
polic
y an
dits
impl
icat
ions
and
thei
r rig
ht o
f acc
ess
tope
rson
al in
form
atio
n.1
Ser
vice
use
r in
form
atio
nth
roug
h le
afle
ts, p
oste
rs.
Ser
vice
use
r in
terv
iew
.
M
17.2
The
pol
icy
dem
onst
rate
s re
cogn
ition
of:
•sh
ared
car
e pr
otoc
ols
•is
sues
ass
ocia
ted
with
pro
visi
on o
f ser
vice
s to
child
ren
and
youn
g pe
ople
2
•dr
ug a
nd a
lcoh
ol m
isus
ing
pare
nts.
Pol
icy
docu
men
t.M
17.3
The
re a
re c
lear
pro
cedu
res
for
resp
ondi
ng to
brea
ches
of c
onfid
entia
lity.
Pol
icy
docu
men
t.M
17.4
The
ser
vice
is r
egis
tere
d w
ith th
e lo
cal D
ata
Pro
tect
ion
Offi
cer
and
staf
f and
vol
unte
ers
sign
afo
rm s
tatin
g th
at th
ey u
nder
stan
d th
eir
oblig
atio
nsun
der
the
Dat
a P
rote
ctio
n A
ct.
Evi
denc
e of
reg
istr
atio
n.M
17.5
The
ser
vice
com
pute
r sy
stem
s ar
e pa
ssw
ord
prot
ecte
d.E
vide
nce
of p
assw
ord
prot
ectio
n.M
Sec
tion
2: C
ore
serv
ice
user
cha
rter
sta
ndar
ds
QuA
DS
Org
anis
atio
nal S
tand
ards
for
Alc
ohol
and
Dru
g T
reat
men
t Ser
vice
s
49
17.6
Ser
vice
use
r fil
es a
re k
ept s
ecur
ely
and
can
only
be r
emov
ed fr
om th
e pr
emis
es w
ith a
ppro
pria
teau
thor
isat
ion.
Com
pute
r sy
stem
s ar
e ba
cked
up
and
back
-ups
are
sec
urel
y st
ored
.
Pol
icy
docu
men
ts a
ndse
cure
loca
tion
for
filin
gsy
stem
s.
M
Gui
danc
e no
tes
1. T
he s
ervi
ce s
houl
d en
sure
that
the
polic
y is
und
erst
ood.
In
the
case
of a
ser
vice
use
r w
ho fo
r a
num
ber
of r
easo
ns (
eg. m
ent
al h
ealth
,in
toxi
catio
n) m
ay n
ot u
nder
stan
d, th
en th
e se
rvic
e sh
ould
hav
e in
pla
ce a
pro
cedu
re to
ens
ure
that
this
non
/que
stio
nabl
e un
ders
tand
ing
isre
cord
ed.
2. T
his
aspe
ct o
f the
pol
icy
shou
ld b
e co
nsul
ted
on, a
nd a
gree
d w
ith, t
he a
ppro
pria
te d
rug
actio
n te
am a
nd a
rea
child
pro
tect
ion
com
mitt
ee.
See
als
o B
uild
ing
Con
fiden
ce: A
dvic
e fo
r al
coho
l and
dru
gs s
ervi
ces
on c
onfid
entia
lity
polic
ies
(Alc
ohol
Con
cern
and
SC
OD
A, 1
994)
.
Cro
ss-r
efer
ence
sC
rite
ria 1
7.1
- 17
.6 w
ith S
tand
ard
15: P
olic
y an
d P
roce
dure
sC
rite
rion
17.1
with
Sta
ndar
d 16
: Inv
olvi
ng a
nd E
mpo
wer
ing
Ser
vice
Use
rsC
rite
rion
17.2
with
Sta
ndar
ds 3
6: S
ervi
ces
for
child
ren
and
youn
g pe
ople
& 3
7: S
ervi
ces
for
drug
and
alc
ohol
mis
usin
g pa
rent
s an
d th
eir
child
ren
Cri
terio
n 17
.3 w
ith S
tand
ard
5: H
uman
Res
ourc
e M
anag
emen
t - G
ener
al
Sec
tion
2: C
ore
serv
ice
user
cha
rter
sta
ndar
ds
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
50
18.
Com
plai
nts
proc
edur
es
Sta
ndar
d S
tate
men
t
The
ser
vice
ens
ures
the
effe
ctiv
e m
anag
emen
t of,
and
resp
onse
to, c
ompl
aint
s re
gard
ing
serv
ices
del
iver
ed b
y th
e se
rvic
e.
Crit
eria
Evi
denc
eM
/GP
Crit
eria
met
Com
men
t
18.1
The
ser
vice
has
a w
ritte
n pr
oced
ure
for
deal
ing
with
com
plai
nts.
The
pro
cedu
re c
lear
ly id
entif
ies:
•tim
e-sc
ales
for
each
sta
ge o
f the
pro
cess
•th
e ap
peal
s sy
stem
•th
e id
entif
ied
seni
or m
embe
r of
sta
ff re
spon
sibl
efo
r m
anag
ing
the
com
plai
nts
proc
edur
e
•th
e sy
stem
for
notif
icat
ion
of s
erio
us c
ompl
aint
sto
com
mis
sion
ing
agen
cies
.
Com
plai
nts
proc
edur
e.M
18.2
The
re a
re le
afle
ts a
vaila
ble
and/
or p
oste
rsdi
spla
yed
in th
e se
rvic
e ex
plai
ning
the
com
plai
nts
proc
edur
e to
ser
vice
use
rs.
Com
plai
nts
leaf
let a
ndpo
ster
s.M
18.3
The
ser
vice
has
an
syst
em fo
r m
onito
ring
com
plai
nts
by n
umbe
r, n
atur
e an
d ou
tcom
e.M
onito
ring
sys
tem
for
com
plai
nts.
M
18.4
Sta
ff de
mon
stra
te c
ompe
tenc
e in
und
erst
andi
ngth
e co
mpl
aint
s pr
oced
ure .
Sta
ff in
terv
iew
.M
Sec
tion
2: C
ore
serv
ice
user
cha
rter
sta
ndar
ds
QuA
DS
Org
anis
atio
nal S
tand
ards
for
Alc
ohol
and
Dru
g T
reat
men
t Ser
vice
s
51
Cro
ss-r
efer
ence
sC
rite
ria 1
8.1
& 1
8.3
with
Sta
ndar
d 15
: Pol
icy
and
Pro
cedu
res
Cri
terio
n 18
.3 w
ith S
tand
ard
16: I
nvol
ving
and
Em
pow
erin
g S
ervi
ce U
sers
Crit
erio
n 18
.4 w
ith S
tand
ards
7: H
uman
res
ourc
e pe
rfor
man
ce m
anag
emen
t sys
tem
s &
8: H
uman
res
ourc
e de
velo
pmen
t
Sec
tion
2: C
ore
serv
ice
user
cha
rter
sta
ndar
ds
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
52
19.
Equ
al o
ppor
tuni
ties
Sta
ndar
d S
tate
men
t
The
ser
vice
ens
ures
that
goo
d pr
actic
e is
ach
ieve
d w
ith re
gard
to re
crui
tmen
t and
sel
ectio
n, m
anag
emen
t, op
erat
ions
and
del
iver
yof
ser
vice
s to
ser
vice
use
rs.
Crit
eria
Evi
denc
eM
/GP
Crit
eria
met
Com
men
t
19.1
The
ser
vice
has
a w
ritte
n an
d co
nsul
ted-
on1 p
olic
yon
equ
al o
ppor
tuni
ties
and
anti-
disc
rimin
ator
ypr
actic
e. T
he p
olic
y in
clud
es s
tate
men
ts o
n:•
race
•ge
nder
•di
sabi
lity
•se
xual
orie
ntat
ion
•ag
e•
relig
ion/
belie
f sys
tem
s.
Wri
tten
polic
y do
cum
ents
.P
roce
dure
s of
impl
emen
tatio
nC
onsu
ltatio
n re
port
s.
M
19.2
The
pol
icy/
polic
ies
are
incl
usiv
e of
and
app
licab
leto
em
ploy
ees,
vol
unte
ers,
use
rs, a
nd c
arer
s, a
ndth
e m
anag
emen
t bod
y.
Pol
icy
docu
men
ts.
M
19.3
The
ser
vice
pro
vide
s fa
cilit
ies
to e
nsur
e th
at a
llm
embe
rs o
f any
spe
cifie
d ta
rget
gro
up c
an m
ake
use
of th
e se
rvic
e.2
Rev
iew
of p
olic
y an
dpr
actic
e to
ens
ure
com
plia
nce.
M
Sec
tion
2: C
ore
serv
ice
user
cha
rter
sta
ndar
ds
QuA
DS
Org
anis
atio
nal S
tand
ards
for
Alc
ohol
and
Dru
g T
reat
men
t Ser
vice
s
53
19.4
Sta
ff an
d vo
lunt
eers
dem
onst
rate
com
pete
nce
inth
e im
plem
enta
tion
of th
e se
rvic
e’s
equa
lop
port
unity
and
ant
i-di
scrim
inat
ory
prac
tice
polic
y.3
Tra
inin
g se
ssio
n(s)
reco
rded
.S
taff
inte
rvie
w.
App
rais
al s
yste
m.
Man
agem
ent s
uper
visi
onno
tes.
M
19.5
The
re a
re m
onito
ring
sys
tem
s (i
nclu
ding
eth
nic
mon
itorin
g) fo
r hu
man
res
ourc
e es
tabl
ishm
ent a
ndtu
rnov
er a
nd s
ervi
ce u
ser
usag
e of
ser
vice
s.
Mon
itori
ng s
yste
m in
pla
cean
d ev
iden
ce o
f use
thro
ugh
reco
rdin
g of
dat
a.
M
Gui
danc
e no
tes
1. T
he c
onsu
ltatio
n sh
ould
incl
ude
man
agem
ent b
ody,
sta
ff, v
olun
teer
s an
d se
rvic
e us
ers.
2. T
he s
ervi
ce s
houl
d sp
ecify
exa
ctly
wha
t typ
e of
ser
vice
is b
eing
offe
red
and
to w
hom
.T
his
may
incl
ude:
•m
eetin
g st
atut
ory
resp
onsi
bilit
ies
such
as
acce
ss to
dea
f com
mun
icat
ors
and
help
for
peop
le w
ith li
tera
cy p
robl
ems
•pr
ovid
ing
acce
ss to
tran
slat
ion
supp
ort s
ervi
ces
shou
ld th
ey b
e re
quire
d•
prov
idin
g in
form
atio
n se
rvic
es in
a v
arie
ty o
f lan
guag
es w
hich
ref
lect
loca
l nee
d .•
child
care
req
uire
men
ts•
diet
ary
requ
irem
ents
(fo
r re
side
ntia
l ser
vice
s)•
choi
ce o
f wor
ker
gend
er fo
r se
rvic
e us
ers
whe
reve
r po
ssib
le•
tran
spor
t nee
ds•
acce
ss fo
r di
sabl
ed s
ervi
ce u
sers
.3.
S
taff
and
volu
ntee
rs a
re p
rovi
ded
with
trai
ning
whe
re n
eces
sary
.S
ee a
lso
Ope
ning
Tim
e (A
lcoh
ol C
once
rn, 1
994)
.
Sec
tion
2: C
ore
serv
ice
user
cha
rter
sta
ndar
ds
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
54
Cro
ss-r
efer
ence
sC
rite
ria 1
9.1,
19.
2 &
19.
5 w
ith S
tand
ard
15: P
olic
y an
d pr
oced
ures
Cri
teria
19.
1 &
19.
5 w
ith S
tand
ard
9: V
olun
teer
sC
rite
rion
19.2
with
Sta
ndar
ds 1
: The
man
agem
ent b
ody,
16:
Invo
lvin
g an
d em
pow
erin
g se
rvic
e us
ers
Cri
terio
n 19
.3 w
ith S
tand
ards
3: S
trat
egic
and
bus
ines
s pl
anni
ng, 1
0: M
anag
ing
envi
ronm
ents
for
care
pro
visi
on, 3
6: S
ervi
ces
for
child
ren
and
youn
g pe
ople
, 37:
Ser
vice
s fo
r dr
ug a
nd a
lcoh
ol m
isus
ing
pare
nts
and
thei
r ch
ildre
nC
rite
ria 1
9.4
& 1
9.5
with
Sta
ndar
d 5:
Hum
an r
esou
rce
man
agem
ent -
gen
eral
Crit
erio
n 19
.4 w
ith S
tand
ards
7: H
uman
res
ourc
e pe
rfor
man
ce m
anag
emen
t sys
tem
s &
8: H
uman
res
ourc
e de
velo
pmen
tC
rite
rion
19.5
with
Sta
ndar
ds 6
: Rec
ruitm
ent a
nd s
elec
tion
proc
edur
es &
13: P
erfo
rman
ce m
onito
ring
Sec
tion
2: C
ore
serv
ice
user
cha
rter
sta
ndar
ds
QuA
DS
Org
anis
atio
nal S
tand
ards
for
Alc
ohol
and
Dru
g T
reat
men
t Ser
vice
s
55
Sec
tion
2: C
ore
serv
ice
user
cha
rter
sta
ndar
ds
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
56
20.
Sel
f hel
p an
d ad
voca
cy
Sta
ndar
d S
tate
men
t
The
ser
vice
use
r has
the
right
to in
form
atio
n on
sel
f-he
lp g
roup
s an
d us
er a
dvoc
acy
grou
ps.
Crit
eria
Evi
denc
eM
/GP
Crit
eria
met
Com
men
t
20.1
Ser
vice
ens
ures
that
the
user
has
acc
ess
toin
form
atio
n on
sel
f-he
lp a
nd u
ser
advo
cacy
grou
ps1 o
n re
ques
t.
Wri
tten
info
rmat
ion
avai
labl
e fo
r us
ers.
GP
Gui
danc
e N
otes
1. F
or e
xam
ple,
Alc
ohol
ics
Ano
nym
ous
(AA
), N
arco
tics
Ano
nym
ous
(NA
), c
omm
unity
hea
lth c
ounc
il.
Cro
ss-r
efer
ence
s
Cri
terio
n 20
.1 w
ith S
tand
ard
15: P
olic
y an
d pr
oced
ures
Sec
tion
2: C
ore
serv
ice
user
cha
rter
sta
ndar
ds
QuA
DS
Org
anis
atio
nal S
tand
ards
for
Alc
ohol
and
Dru
g T
reat
men
t Ser
vice
s
57
Sec
tion
2: C
ore
serv
ice
user
cha
rter
sta
ndar
ds
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
58
21.
Priv
acy,
dig
nity
and
res
pect
Sta
ndar
d S
tate
men
t
The
ser
vice
use
r has
a ri
ght t
o pr
ivac
y, d
igni
ty a
nd re
spec
t.
Crit
eria
Evi
denc
eM
/GP
Crit
eria
met
Com
men
t
21.1
Pol
icie
s on
pri
vacy
for:
1
•N
on-r
esid
entia
l ser
vice
s2
•R
esid
entia
l ser
vice
s.3
Dem
onst
rate
com
plia
nce
with
pol
icie
s.G
P
21.2
The
ser
vice
use
r is
add
ress
ed b
y th
eir
pref
erre
dna
me.
Sta
ff an
d se
rvic
e us
erin
terv
iew
.G
P
Gui
danc
e no
tes
1. T
his
may
be
in a
dditi
on to
the
conf
iden
tialit
y po
licy.
2. F
or n
on-r
esid
entia
l ser
vice
s, th
ese
may
incl
ude
polic
ies
on u
rine
test
ing
and
sepa
rate
cou
nse
lling
spa
ce.
3. F
or r
esid
entia
l ser
vice
s, th
ese
may
incl
ude
pol
icie
s on
ope
ning
mai
l and
roo
m s
earc
hes.
Cro
ss-r
efer
ence
s
Cri
terio
n 21
.1 w
ith S
tand
ards
15:
Pol
icy
and
proc
edur
es, 1
7: C
onfid
entia
lity
and
the
right
of a
cces
s to
info
rmat
ion
& 1
9: E
qual
opp
ortu
nitie
s
Sec
tion
2: C
ore
serv
ice
user
cha
rter
sta
ndar
ds
QuA
DS
Org
anis
atio
nal S
tand
ards
for
Alc
ohol
and
Dru
g T
reat
men
t Ser
vice
s
59
Sec
tion
3: C
ore
care
sta
ndar
ds
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent
Ser
vice
s 6
0
Sec
tion
3: C
ore
care
sta
ndar
ds
Acc
ess
22.
Acc
essi
bilit
y
Sta
ndar
d S
tate
men
t
The
ser
vice
see
ks to
max
imis
e ac
cess
to th
e se
rvic
e by
its
targ
eted
ser
vice
use
r gro
ups.
Crit
eria
Evi
denc
eM
/GP
Crit
eria
met
Com
men
t
22.1
The
ser
vice
has
pub
licis
ed a
vaila
bilit
y tim
es.1
Pub
licity
info
rmat
ion
ofav
aila
bilit
y tim
es.
M
22.2
Ref
erra
l rou
tes
to th
e se
rvic
e sh
ould
be
clea
rlyst
ated
and
pub
licis
ed.
Ref
erra
l rou
te p
ublic
ity.
M
22.3
Ope
ning
hou
rs fo
r th
e se
rvic
e ar
e cl
early
disp
laye
d w
ithin
the
serv
ice
and
an a
nsw
erph
one
serv
ice
is a
vaila
ble
whe
n th
e se
rvic
e is
clo
sed.
Pos
ters
/leaf
lets
with
inse
rvic
e/w
orki
ngan
swer
phon
e.
M
22.4
Ser
vice
ens
ures
that
whe
n po
licie
s an
dpr
oced
ures
are
rev
iew
ed, t
hey
supp
ort a
cces
s to
serv
ices
by
targ
eted
ser
vice
use
r gr
oups
.
Man
agem
ent r
epor
tm
inut
es.
M
22.5
The
ser
vice
set
s ta
rget
s on
acc
essi
bilit
y an
dm
onito
rs a
nd e
valu
ates
the
achi
evem
ent o
f the
seta
rget
s.2
Mon
itorin
g an
d in
form
atio
nda
ta s
yste
m.
M
22.6
The
ser
vice
has
act
ion
plan
s to
ens
ure
its e
ffect
ive
resp
onse
to is
sues
of a
cces
sibi
lity
for
its ta
rget
popu
latio
n.3
Act
ion
plan
.G
P
Sec
tion
3: C
ore
care
sta
ndar
ds
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
61
22.7
The
re is
a p
ublic
ised
max
imum
wai
ting
time
for
asse
ssm
ent.
A c
lear
sta
tem
ent
publ
icis
ing
wai
ting
time.
Clie
nt fi
les
docu
men
ting
time
betw
een
refe
rral
and
asse
ssm
ent.
M
Gui
danc
e no
tes
1. T
here
may
be
publ
icity
in li
brar
ies,
soc
ial s
ervi
ces
depa
rtm
ents
, hos
pita
ls, G
P p
ract
ices
and
pol
ice
stat
ions
.2.
The
ser
vice
sho
uld
set m
inim
um ta
rget
s in
term
s of
ser
vice
wai
ting
times
.3.
Ser
vice
s sh
ould
con
side
r pr
ovid
ing
trai
ning
to s
taff
on a
cces
s is
sues
(eg
tran
s-cu
ltura
l app
roac
hes,
dis
abili
ty a
war
enes
s).
Cro
ss-r
efer
ence
s
Cri
terio
n 22
.3 w
ith S
tand
ard
23: R
efer
ral
Cri
terio
n 22
.5 w
ith S
tand
ard
15: P
olic
y an
d P
roce
dure
sC
rite
ria 2
2.8
& 2
2.9
with
Sta
ndar
ds 3
: Str
ateg
ic a
nd b
usin
ess
plan
ning
& 1
3: P
erfo
rman
ce m
onito
ring
Cri
terio
n 22
.10
with
Sta
ndar
d 24
: Ass
essm
ent
Sec
tion
3: C
ore
care
sta
ndar
ds
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent
Ser
vice
s 6
2
23.
Ref
erra
l
Sta
ndar
d S
tate
men
t
The
ser
vice
pro
vide
s an
effi
cien
t and
effe
ctiv
e re
spon
se to
all
refe
rral
s.
Crit
eria
Evi
denc
eM
/GP
Crit
eria
met
Com
men
t
23.1
The
ser
vice
has
prin
ted
info
rmat
ion
on:
•ty
pe a
nd s
tyle
of s
ervi
ce(s
) pr
ovid
ed
•fo
r w
hom
the
serv
ice
is a
ppro
pria
te
•fo
r w
hom
the
serv
ice
is in
appr
opria
te
•re
ferr
al p
roce
dure
.
Pri
nted
info
rmat
ion
avai
labl
e.M
23.2
The
ser
vice
has
evi
denc
e th
at r
efer
rals
are
proc
esse
d in
acc
orda
nce
with
pro
cedu
re o
n:
•tim
esca
les
for
resp
onse
1
•st
aff r
espo
nsib
ilitie
s.
Pro
cedu
re.
M
23.3
Tho
se fo
r w
hom
the
serv
ice
is in
appr
opria
te a
repr
ovid
ed w
ith in
form
atio
n on
rel
evan
t ser
vice
s an
dpr
ovid
ed w
ith s
uppo
rt d
urin
g th
e re
ferr
al p
roce
ss.
Ref
erra
l rec
ords
.M
Sec
tion
3: C
ore
care
sta
ndar
ds
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
63
23.4
All
serv
ice
user
ref
erra
ls a
re r
ecor
ded
by:
•so
urce
of r
efer
ral
•se
rvic
e pe
rson
al d
etai
ls (
incl
udin
g ca
se h
isto
ry,
key
cont
acts
)•
actio
n to
be
take
n (w
ith id
entif
ied
staf
fre
spon
sibi
litie
s an
d tim
esca
les)
•ou
tcom
e of
ref
erra
l.
Per
form
ance
mon
itorin
gin
form
atio
n.
Ser
vice
use
r fil
es.
M
23.5
Ref
erra
ls a
re c
onfir
med
in w
ritin
g to
the
refe
rral
agen
cy if
req
uire
d.C
opie
s of
ref
erra
ldo
cum
enta
tion.
M
23.6
The
re a
re e
stab
lishe
d pr
oced
ures
for
mon
itorin
gan
d ev
alua
ting
com
plia
nce
with
the
abov
est
anda
rds
for
refe
rral
effe
ctiv
enes
s.
Per
form
ance
mon
itorin
gsy
stem
.M
Gui
danc
e no
tes
1. I
t is
sugg
este
d th
at th
e fo
llow
ing
are
incl
uded
as
times
cale
targ
ets:
•al
l wri
tten
refe
rral
s sh
ould
rec
eive
a r
espo
nse
with
in a
spe
cifie
d nu
mbe
r of
day
s.•
initi
al a
sses
smen
ts a
re p
rovi
ded
with
in a
spe
cifie
d nu
mbe
r of
day
s fo
llow
ing
refe
rral
.•
serv
ice
user
s ar
e ac
cept
ed p
rovi
sion
ally
with
in a
spe
cifie
d tim
e fr
ame
(pen
ding
fund
ing
and/
or c
rimin
al ju
stic
e ag
reem
ents
).
Cro
ss-r
efer
ence
sC
rite
rion
23.2
with
Sta
ndar
d 15
: Pol
icy
and
proc
edur
esC
rite
rion
23.3
with
Sta
ndar
d E
qual
opp
ortu
nitie
sC
rite
ria 2
3.4
& 2
3.5
with
Sta
ndar
d 17
: Con
fiden
tialit
y an
d th
e rig
ht o
f acc
ess
to in
form
atio
nC
rite
rion
23.4
with
Sta
ndar
d 13
: Per
form
ance
mon
itorin
gC
rite
rion
23.5
with
Sta
ndar
d 12
: Wor
king
with
oth
er p
rovi
ders
Cri
terio
n 23
.6 w
ith S
tand
ard
13: P
erfo
rman
ce m
onito
ring
Sec
tion
3: C
ore
care
sta
ndar
ds
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent
Ser
vice
s 6
4
24.
Ass
essm
ent
Sta
ndar
d S
tate
men
t
Ser
vice
use
rs a
re p
rovi
ded
with
an
asse
ssm
ent t
o id
entif
y th
eir n
eeds
whi
ch s
houl
d be
add
ress
ed w
ithin
the
care
pro
cess
.
Crit
eria
Evi
denc
eM
/GP
Crit
eria
met
Com
men
t
24.1
The
re a
re w
ritte
n pr
oced
ures
on
the
asse
ssm
ent
of s
ervi
ce u
sers
(in
clud
ing
risk
asse
ssm
ent)
.P
roce
dure
s.M
24.2
Ass
essm
ent p
roce
sses
are
det
aile
d an
d ne
eds-
base
d.1
Pro
cedu
res.
M
24.3
Key
ser
vice
con
tact
s ar
e de
taile
d.2
Ser
vice
use
r fil
es a
ndas
sess
men
t for
m.
M
24.4
The
ser
vice
use
r is
act
ivel
y in
volv
ed in
the
asse
ssm
ent p
roce
ss.
Ser
vice
use
r in
terv
iew
and
serv
ice
user
file
.M
24.5
Ser
vice
use
rs a
re in
form
ed o
f th
e co
nfid
entia
lity
polic
y an
d ot
her
rele
vant
pol
icie
s as
par
t of t
heas
sess
men
t.
Ser
vice
use
r in
terv
iew
and
serv
ice
user
file
.M
24.6
Ser
vice
use
rs p
rovi
de w
ritte
n pe
rmis
sion
for
the
agen
cy to
see
k/di
sclo
se in
form
atio
n fr
om/to
oth
erse
rvic
es.3
Ser
vice
use
r in
terv
iew
and
serv
ice
user
file
.M
24.7
Sta
ff in
volv
ed in
the
asse
ssm
ent o
f ser
vice
use
rsde
mon
stra
te c
ompe
tenc
e in
this
are
a.S
taff
inte
rvie
w.
M
Sec
tion
3: C
ore
care
sta
ndar
ds
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
65
24.8
Ser
vice
use
rs h
ave
acce
ss to
pos
t-as
sess
men
tde
brie
fing
shou
ld it
be
nece
ssar
y af
ter
anas
sess
men
t.4
Sta
ff in
terv
iew
.M
Gui
danc
e no
tes
1. A
sses
smen
t pro
cess
sho
uld
incl
ude
info
rmat
ion
on th
e fo
llow
ing:
•so
cio/
dem
ogra
phic
dat
a (d
ate
of b
irth,
add
ress
, gen
der)
•pa
ttern
of a
lcoh
ol/d
rug
use
•co
nseq
uenc
es o
f alc
ohol
/dru
g us
e (e
g he
alth
, soc
ial,
econ
omic
, leg
al)
•ph
ysic
al h
ealth
•ps
ycho
logi
cal h
ealth
•le
gal s
ituat
ion
•do
mic
iliar
y si
tuat
ion
•ch
ildca
re is
sues
•se
rvic
e us
er’s
per
cept
ion
of n
eed
•st
aff a
sses
smen
t of n
eeds
•in
volv
emen
t of o
ther
age
ncie
s/pr
ovid
ers
(eg
soci
al s
ervi
ces,
pro
batio
n, d
rug/
alco
hol s
ervi
ces)
•id
entif
icat
ion
of a
ppro
pria
te o
utco
mes
of t
he c
are
proc
ess
•ho
usin
g•
educ
atio
n•
empl
oym
ent
•dr
ug a
dmin
istr
atio
n.S
ervi
ces
may
onl
y be
abl
e to
res
pond
to p
art o
f the
per
ceiv
ed n
eed.
The
re s
houl
d al
so b
e a
proc
ess
for
iden
tifyi
ng a
nd r
ecor
ding
are
a of
unm
et n
eed/
serv
ice
defic
it.2.
The
se m
ay in
clud
e G
P, p
sych
iatr
ist,
prob
atio
n of
ficer
, soc
ial w
orke
r, o
r so
licito
r.3.
The
re m
ay b
e ci
rcum
stan
ces
unde
r w
hich
the
serv
ice
will
be
expe
cted
to d
iscl
ose
info
rmat
ion
with
out w
ritte
n pe
rmis
sion
, eg
user
invo
lvem
ent i
n te
rror
ism
or
risk
of h
arm
to s
elf o
r ot
hers
.4.
The
ass
essm
ent m
ay r
aise
unc
omfo
rtab
le/e
mot
iona
l iss
ues
for
serv
ice
user
s.
Sec
tion
3: C
ore
care
sta
ndar
ds
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent
Ser
vice
s 6
6
Cro
ss-r
efer
ence
s
Cri
teria
24.
1 &
24.
2 w
ith S
tand
ard
15: P
olic
y an
d pr
oced
ures
Cri
terio
n 24
.1 w
ith S
tand
ards
22:
Acc
essi
bilit
y &
23:
Ref
erra
lC
rite
ria 2
4.3
- 24
.6 w
ith S
tand
ard
17: C
onfid
entia
lity
and
the
right
of a
cces
s to
info
rmat
ion
Cri
terio
n 24
.3 w
ith S
tand
ard
12: W
orki
ng w
ith o
ther
pro
vide
rsC
rite
rion
24.4
with
Sta
ndar
d 16
: Inv
olvi
ng a
nd e
mpo
wer
ing
serv
ice
user
sC
riter
ion
24.7
with
Sta
ndar
ds 5
: Hum
an r
esou
rce
man
agem
ent -
gen
eral
, 7: H
uman
res
ourc
e pe
rfor
man
ce m
anag
emen
t sys
tem
s an
d 8:
Hum
an r
esou
rce
deve
lopm
ent
Sec
tion
3: C
ore
care
sta
ndar
ds
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
67
Sec
tion
3: C
ore
care
sta
ndar
ds
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent
Ser
vice
s 6
8
Pla
nned
car
e
25.
The
trea
tmen
t app
roac
h –
gene
ral
Sta
ndar
d S
tate
men
t
Acc
ess
to in
terv
entio
ns w
hich
are
effe
ctiv
e an
d ar
e ba
sed
on re
spon
ding
to s
ervi
ce u
ser a
sses
sed
need
thro
ugh
a pl
anne
d an
ddo
cum
ente
d ap
proa
ch to
ser
vice
del
iver
y.
Crit
eria
Evi
denc
eM
/GP
Crit
eria
met
Com
men
t
25.1
The
trea
tmen
t app
roac
h is
set
out
in a
cle
arly
wri
tten
form
at w
hich
incl
udes
:•
serv
ice
ratio
nale
/ phi
loso
phy
• se
rvic
e st
ruct
ure
• sc
hedu
le/e
xpec
ted
com
mitm
ent
• m
inim
um q
ualit
y st
anda
rds
• se
rvic
e us
er in
duct
ion
proc
ess
• ou
tcom
e ta
rget
s•
code
of c
ondu
ct a
nd b
ehav
iour
al b
ound
arie
s.
Wri
tten
prot
ocol
s an
dpr
oced
ures
.M
25.2
The
pro
gram
me
take
s ac
coun
t of t
he c
hang
ing
circ
umst
ance
s an
d ne
eds
of ta
rget
clie
nt g
roup
s.T
reat
men
t app
roac
h po
licy
docu
men
ts.
M
25.3
Man
agem
ent a
nd o
pera
tiona
l sys
tem
s ar
e in
pla
ceto
sup
port
the
trea
tmen
t pro
gram
me.
As
prev
ious
ly e
vide
nced
in S
ectio
n 1:
Cor
eM
anag
emen
t sta
ndar
ds.
M
25.4
The
re a
re li
aiso
n an
d jo
int w
orki
ng s
yste
ms
with
othe
r re
leva
nt p
rovi
ders
.A
s se
t out
in S
tand
ard
12:
Wor
king
with
oth
erpr
ovid
ers.
M
Sec
tion
3: C
ore
care
sta
ndar
ds
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
69
25.5
The
ser
vice
is a
ble
to d
emon
stra
tere
alis
tic r
esou
rce
allo
catio
nfo
r tr
eatm
ent p
rogr
amm
e de
liver
y.
Fin
anci
al a
nd b
usin
ess
plan
and
bud
get.
M
25.6
The
ser
vice
has
cle
ar p
olic
ies
and
prot
ocol
s w
ithre
gard
to d
epen
dent
chi
ldre
n of
ser
vice
use
rs a
ndth
ese
have
bee
n ag
reed
with
the
Are
a C
hild
Pro
tect
ion
Com
mitt
ee.
Rel
evan
t pol
icie
s an
dpr
oced
ures
.M
Cro
ss-r
efer
ence
sC
rite
ria 2
5.1,
25.
2 &
25.
6 w
ith S
tand
ard
15: P
olic
y an
d pr
oced
ures
Cri
terio
n 25
.2 w
ith S
tand
ard
19: E
qual
opp
ortu
nitie
sC
rite
rion
25.3
with
Sta
ndar
d 1:
The
man
agem
ent b
ody,
thro
ugh
to S
tand
ard
10: M
anag
ing
envi
ronm
ents
for
care
pro
visi
on &
sta
ndar
d 12
:W
orki
ng w
ith o
ther
pro
vide
rsC
rite
ria 2
5.3
& 2
5.4
with
Sta
ndar
d 12
: Wor
king
with
oth
er p
rovi
ders
Cri
terio
n 25
.5 w
ith S
tand
ards
3: S
trat
egic
and
bus
ines
s pl
anni
ng, 4
: Fin
anci
al s
trat
egy
and
man
agem
ent,
& 5
: Hum
an r
esou
rce
man
agem
ent
- ge
nera
lC
rite
rion
25.6
with
Sta
ndar
d 37
: Ser
vice
s fo
r dr
ug a
nd a
lcoh
ol m
isus
ing
pare
nts
and
thei
r ch
ildre
n
Sec
tion
3: C
ore
care
sta
ndar
ds
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent
Ser
vice
s 7
0
26.
Car
e pl
anni
ng
Sta
ndar
d S
tate
men
t
Car
e pl
anni
ng is
bas
ed o
n as
sess
ed n
eed
and
activ
ely
invo
lves
the
serv
ice
user
.
Crit
eria
Evi
denc
eM
/GP
Crit
eria
met
Com
men
t
26.1
The
re is
a w
ritte
n pr
oced
ure
on c
are
plan
ning
.C
are
plan
pro
cedu
re.
M
26.2
The
car
e pl
an p
roce
ss is
bas
ed o
n ne
eds
iden
tifie
d at
ass
essm
ent.
Ass
essm
ent r
ecor
ds a
ndst
aff/
serv
ice
user
inte
rvie
w.
M
26.3
The
ser
vice
use
r is
at t
he c
entr
e of
the
care
plan
ning
pro
cess
and
act
ivel
y in
volv
ed in
the
form
ulat
ion
of th
e ca
re p
lan.
Sta
ff/se
rvic
e us
erin
terv
iew
.M
26.4
The
car
e pl
an is
dat
ed a
nd s
igne
d by
com
plet
ing
staf
f mem
ber
and
the
serv
ice
user
, and
a c
opy
ofth
e pl
an is
pro
vide
d to
the
serv
ice
user
.
Car
e pl
an r
ecor
d.M
26.5
The
ser
vice
ens
ures
that
all
serv
ice
user
s:•
rece
ive
a co
py o
f a w
ritte
n ca
re p
lan
• ha
ve a
nom
inat
ed w
orke
r/ k
eyw
orke
r•
have
a c
hoic
e of
key
wor
ker
gend
er o
r et
hnic
ityif
appr
opria
te.
Car
e pl
an r
ecor
d.M
26.6
The
car
e pl
an s
ets
outc
omes
with
tim
esca
les
for
achi
evem
ent.
Car
e pl
an r
ecor
d.M
Sec
tion
3: C
ore
care
sta
ndar
ds
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
71
26.7
Whe
n th
e se
rvic
e us
er is
invo
lved
in o
ther
car
epl
anni
ng p
roce
sses
.1 the
lead
age
ncy
is id
entif
ied
and
effe
ctiv
e lin
ks e
stab
lishe
d w
ith it
.2
Car
e pl
an r
ecor
d.M
26.8
The
car
e pl
an c
lear
ly li
sts
the
resp
onsi
bilit
ies
ofth
e se
rvic
e an
d se
rvic
e us
er.
Car
e pl
an r
ecor
d.M
26.9
The
car
e pl
an r
evie
w d
ate
is s
et a
nd r
ecor
ded
inth
e pl
an.
Car
e pl
an r
ecor
d.M
26.1
0S
taff
invo
lved
in a
sses
sing
ser
vice
use
rsde
mon
stra
te c
ompe
tenc
e in
this
are
a.S
taff
inte
rvie
w.
Sta
ff C
Vs.
M
26.1
1T
here
is a
pro
cess
for
mon
itorin
g th
eim
plem
enta
tion
and
com
plia
nce
with
the
abov
epr
oced
ures
.
Per
form
ance
mon
itorin
gsy
stem
.M
Gui
danc
e no
tes
1. F
or e
xam
ple,
car
e pr
ogra
mm
e ap
proa
ch, p
roba
tion,
soc
ial s
ervi
ces.
2. T
he d
rug
or a
lcoh
ol s
ervi
ce m
ight
be
the
lead
age
ncy.
Cro
ss-r
efer
ence
sC
rite
ria 2
6.1-
26.2
with
Sta
ndar
d 15
: Pol
icy
and
Pro
cedu
res
Cri
terio
n 26
.2 w
ith S
tand
ard
24: A
sses
smen
tC
rite
ria 2
6.3,
26.
5 &
26.
8 w
ith S
tand
ard
16: I
nvol
ving
and
Em
pow
erin
g S
ervi
ce U
sers
Cri
teria
26.
4 &
26.
5 w
ith S
tand
ard
17: C
onfid
entia
lity
and
the
Rig
ht o
f Acc
ess
to In
form
atio
nC
rite
ria 2
6.6
& 2
6.11
with
Sta
ndar
d 13
: Per
form
ance
Mon
itorin
gC
rite
rion
26.7
with
Sta
ndar
d 12
: Wor
king
with
Oth
er P
rovi
ders
Cri
terio
n 26
.8 w
ith S
tand
ard
18: C
ompl
aint
s P
roce
dure
sC
rite
rion
26.9
with
Sta
ndar
d 27
: Car
e R
evie
wC
riter
ion
26.1
0 w
ith S
tand
ards
5: H
uman
res
ourc
e m
anag
emen
t - g
ener
al, 7
: Hum
an r
esou
rce
perf
orm
ance
man
agem
ent s
yste
ms,
& 8
:H
uman
res
ourc
e de
velo
pmen
t
Sec
tion
3: C
ore
care
sta
ndar
ds
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent
Ser
vice
s 7
2
27.
Car
e re
view
Sta
ndar
d S
tate
men
t
The
nee
ds o
f ser
vice
use
rs a
nd th
e re
leva
nce
of th
e ca
re p
lan
are
revi
ewed
on
a re
gula
r and
pla
nned
bas
is.
Crit
eria
Evi
denc
eM
/GP
Crit
eria
met
Com
men
t
27.1
The
re is
a w
ritte
n pr
oced
ure
on c
are
revi
ew.1
Wri
tten
proc
edur
e.M
27.2
The
ser
vice
use
r is
at t
he c
entr
e of
the
care
rev
iew
proc
ess
and
is a
ctiv
ely
invo
lved
in it
.S
taff/
serv
ice
user
inte
rvie
w.
Ser
vice
use
r fil
e.
M
27.3
The
car
e re
view
ass
esse
s:•
rele
vanc
e of
car
e pl
an•
effe
ctiv
enes
s of
car
e pl
an•
iden
tific
atio
n of
unm
et n
eeds
• se
rvic
e us
er s
atis
fact
ion.
2
Car
e re
view
pro
cess
and
staf
f/ser
vice
use
rin
terv
iew
.
Ser
vice
use
r m
onito
ring
info
rmat
ion.
M
27.4
The
dat
e fo
r th
e ne
xt c
are
plan
rev
iew
dat
e is
set
and
reco
rded
.S
ervi
ce u
ser
reco
rd.
M
27.5
The
rev
iew
is d
ated
and
sig
ned
by c
ompl
etin
g st
aff
mem
ber
and
the
serv
ice
user
, and
the
serv
ice
user
is e
ntitl
ed to
a c
opy.
Ser
vice
use
r re
cord
.M
27.6
Sta
ff in
volv
ed in
rev
iew
ing
care
pla
ns w
illde
mon
stra
te c
ompe
tenc
e.S
taff
inte
rvie
w.
M
Sec
tion
3: C
ore
care
sta
ndar
ds
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
73
27.7
The
re is
a p
roce
ss fo
r m
onito
ring
the
impl
emen
tatio
n an
d co
mpl
ianc
e w
ith th
e ab
ove
proc
edur
es.
Per
form
ance
mon
itorin
gsy
stem
.M
Gui
danc
e no
tes
1.T
his
will
iden
tify
min
imum
crit
eria
and
sta
ndar
ds fo
r re
gula
r se
rvic
e us
er r
evie
w.
2. A
n es
sent
ial a
spec
t of t
he r
evie
w is
to e
stab
lish
chan
ge th
at h
as o
ccur
red
sinc
e th
e ca
re p
lan
was
wri
tten .
Pro
gres
s ca
n be
det
erm
ined
und
er th
e fo
llow
ing
head
ings
:•
prog
ress
tow
ards
ach
ieve
men
t of o
bjec
tives
/out
com
es is
eva
luat
ed•
serv
ice
user
’s p
erce
ptio
n of
pro
gres
s•
staf
f ass
essm
ent o
f pro
gres
s•
chan
ge in
pat
tern
of d
rug/
alco
hol u
se•
chan
ges
in h
ealth
, soc
ial,
econ
omic
, hou
sing
and
lega
l situ
atio
ns•
child
car
e is
sues
• in
volv
emen
t with
oth
er a
genc
ies
and
prov
ider
s (e
g so
cial
ser
vice
s, p
roba
tion,
pol
ice,
oth
er d
rug/
alco
hol s
ervi
ces)
.
Cro
ss-r
efer
ence
sC
rite
rion
27.1
with
Sta
ndar
d 15
: Pol
icy
and
Pro
cedu
res
Cri
teria
27.
2 &
27.
3 w
ith S
tand
ard
16: I
nvol
ving
and
Em
pow
erin
g S
ervi
ce U
sers
Cri
terio
n 27
.3 w
ith S
tand
ard
13: P
erfo
rman
ce M
onito
ring
Cri
terio
n 27
.7 w
ith S
tand
ard
17: C
onfid
entia
lity
and
the
Rig
ht o
f Acc
ess
to In
form
atio
nC
riter
ion
27.8
with
Sta
ndar
ds 5
: Hum
an r
esou
rce
man
agem
ent -
gen
eral
, 7: H
uman
res
ourc
e pe
rfor
man
ce m
anag
emen
t sys
tem
s &
8: H
uman
reso
urce
dev
elop
men
t
Sec
tion
3: C
ore
care
sta
ndar
ds
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent
Ser
vice
s 7
4
28.
Cas
e cl
osur
e/tr
ansf
er
Sta
ndar
d S
tate
men
t
Ser
vice
s ef
fect
ivel
y m
anag
e th
e co
mpl
etio
n of
pla
nned
car
e.
Crit
eria
Evi
denc
eM
/GP
Crit
eria
met
Com
men
t
28.1
The
re is
a d
ocum
ente
d pr
oced
ure
for
case
clos
ure/
tran
sfer
. Thi
s pr
oced
ure
incl
udes
iden
tifyi
ng th
e re
ason
s fo
r ca
se c
losu
re/tr
ansf
er1
and
reco
rdin
g al
l key
fact
ors
with
reg
ard
totr
eatm
ent c
ompl
etio
n/tr
ansf
er.2
Pro
cedu
res
and
serv
ice
user
rec
ord.
M
Gui
danc
e no
tes
1. T
his
may
incl
ude:
• ne
eds
met
/car
e pl
an c
ompl
etio
n•
unpl
anne
d le
avin
g•
disc
harg
e du
e to
non
-com
plia
nce
• de
ath
• im
pris
onm
ent
• re
ferr
al to
ano
ther
age
ncy
(sta
te w
hich
one
).2.
Thi
s m
ay in
clud
e:•
actio
n re
latin
g to
con
tact
of k
ey p
rofe
ssio
nals
• ac
tion
rela
ting
to c
onta
ct o
f fam
ily/s
igni
fican
t oth
ers.
Cro
ss-r
efer
ence
s
Cri
teria
28.
1 &
28.
2 w
ith S
tand
ards
13:
Per
form
ance
mon
itorin
g &
15:
Pol
icy
and
proc
edur
es
Sec
tion
3: C
ore
care
sta
ndar
ds
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
75
Sec
tion
4: S
ervi
ce s
peci
fic s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
76
Sec
tion
4: S
ervi
ce s
peci
fic s
tand
ards
29.
Hea
lth p
rom
otio
n an
d ad
vice
Sta
ndar
d S
tate
men
t
The
ser
vice
pro
mot
es g
ood
heal
th a
nd s
uppo
rts s
ervi
ce u
sers
in a
cces
sing
hea
lthca
re p
rovi
sion
.
Crit
eria
Evi
denc
eM
/GP
Crit
eria
met
Com
men
t
29.1
Ser
vice
use
rs a
re s
uppo
rted
in a
cces
sing
rel
evan
the
alth
ser
vice
s w
here
pos
sibl
e.1
Ser
vice
use
r fil
e, s
taff
inte
rvie
w.
M
29.2
Ser
vice
use
rs h
ave
acce
ss to
adv
ocac
y sh
ould
itbe
nec
essa
ry in
rel
atio
n to
acc
essi
ng to
hea
lthca
re.
Ser
vice
use
r fil
e, s
taff
inte
rvie
w.
M
29.3
The
ser
vice
pro
vide
s he
alth
info
rmat
ion/
prom
otio
nto
ser
vice
use
rs.2
Lite
ratu
re, i
nfor
mat
ion
sess
ions
.M
Gui
danc
e no
tes
1. T
his
may
incl
ude
regi
ster
ing
with
a G
P a
nd/o
r ac
cess
ing
psyc
hiat
ry, p
sych
olog
y, d
entis
try
or o
ptic
ian
serv
ices
. Als
o, w
here
ava
ilabl
e, th
ere
shou
ld b
e ac
cess
to r
elev
ant v
acci
natio
ns a
nd tr
eatm
ent,
eg h
epat
itis
B, T
B, h
epat
itis
C.
2. T
his
may
incl
ude
acce
ssib
le w
ritte
n lit
erat
ure,
pos
ters
, sem
inar
s/gr
oup
sess
ions
(eg
on
HIV
& h
epat
itis,
saf
er in
ject
ing,
sen
sibl
e dr
inki
ngle
vels
etc
).
Cro
ss-r
efer
ence
sC
rite
rion
29.1
with
Sta
ndar
d 16
: Inv
olvi
ng a
nd E
mpo
wer
ing
Ser
vice
Use
rsC
rite
rion
29.2
with
Sta
ndar
d 20
: Sel
f-he
lp a
nd A
dvoc
acy
Sec
tion
4: S
ervi
ce s
peci
fic s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
77
Sec
tion
4: S
ervi
ce s
peci
fic s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
78
30.
Cou
nsel
ling
and
psyc
hoth
erap
y se
rvic
es
Sta
ndar
d S
tate
men
t
The
ser
vice
ens
ures
that
cou
nsel
ling
and
psyc
hoth
erap
y se
rvic
es a
re b
ased
on
writ
ten
proc
edur
es a
nd d
emon
stra
ble
staf
fco
mpe
tenc
e.
Crit
eria
Evi
denc
eM
/GP
Crit
eria
met
Com
men
t
30.1
The
app
roac
h to
cou
nsel
ling/
ther
apy
is d
efin
edw
ithin
ser
vice
spe
cific
atio
ns. T
he s
peci
ficat
ion
iden
tifie
s ho
w th
ose
serv
ices
will
be
prov
ided
and
the
targ
et s
ervi
ce u
sers
.
Ser
vice
spe
cific
atio
n.M
30.2
The
age
ncy
subs
crib
es to
a r
ecog
nise
d co
de o
fpr
actic
e.1
Cod
e of
pra
ctic
e.M
30.3
The
age
ncy
has
a cl
ear
asse
ssm
ent p
roce
dure
whi
ch is
car
ried
out p
rior
to c
omm
ence
men
t of
coun
selli
ng o
r ps
ycho
ther
apy.
Ass
essm
ent p
roce
dure
.M
30.4
Goa
ls fo
r ac
hiev
emen
t with
in th
eco
unse
lling
/ther
apy
proc
ess
are
agre
ed w
ith th
ese
rvic
e us
er w
ith r
egar
d to
beh
avio
ural
cha
nge
rela
ted
to d
rugs
and
/or
alco
hol u
se.
Ser
vice
use
r re
cord
,st
aff/s
ervi
ce u
ser
inte
rvie
w.
M
30.5
The
age
ncy
ensu
res
that
sta
ff de
mon
stra
teco
mpe
tenc
e re
gard
ing
coun
selli
ng/th
erap
y sk
ills.
Sta
ff in
terv
iew
.M
Sec
tion
4: S
ervi
ce s
peci
fic s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
79
30.6
The
age
ncy
ensu
res
that
all
staf
f who
pro
vide
coun
selli
ng/th
erap
y re
ceiv
e re
gula
r su
perv
isio
n.2
Sup
ervi
sion
pro
toco
l.M
30.7
The
age
ncy
has
esta
blis
hed
links
with
oth
erre
leva
nt s
peci
alis
t cou
nsel
ling/
ther
apy
serv
ices
for
refe
rral
and
join
t pro
visi
on fo
r se
rvic
e us
ers.
Nam
ed s
ervi
ces.
M
30.8
Ser
vice
use
rs a
re c
lear
ly in
form
ed o
f the
tim
esca
lefo
r th
e co
unse
lling
/ther
apy
proc
ess.
Sta
ff m
embe
r/se
rvic
e us
erin
terv
iew
, ser
vice
use
rre
cord
.
M
30.9
The
re is
an
audi
t of s
ervi
ce u
ser
satis
fact
ion
carr
ied
out o
n co
mpl
etio
n of
the
coun
selli
ng/th
erap
y pr
oces
s.
Aud
it re
port
, ser
vice
use
rre
cord
.M
30.1
0T
he a
genc
y ha
s cl
ear
outc
ome
mea
sure
s to
dete
rmin
e ef
fect
iven
ess
of th
e in
terv
entio
n.P
erfo
rman
ce m
onito
ring
syst
em, i
dent
ified
outc
omes
.
M
Gui
danc
e no
tes
1. R
ecog
nise
d co
des
of p
ract
ice
may
incl
ude
the
Bri
tish
Ass
ocia
tion
for
Cou
nsel
ling
(BA
C),
UK
Cou
ncil
of P
sych
othe
rapi
sts
(UK
CP
) or
fort
hcom
ing
QuA
DS
Pro
fess
iona
l Com
pete
ncie
s.2.
Sup
ervi
sion
pro
toco
ls s
houl
d be
use
d to
iden
tify
the
purp
ose,
reg
ular
ity a
nd p
roce
ss o
f sup
ervi
sion
.
Cro
ss-r
efer
ence
sC
rite
rion
30.3
with
Sta
ndar
d 24
: Ass
essm
ent
Cri
terio
n 30
.4 w
ith S
tand
ard
16: I
nvol
ving
and
Em
pow
erin
g S
ervi
ce U
sers
Crit
erio
n 30
.5 w
ith S
tand
ards
5: H
uman
res
ourc
e m
anag
emen
t - g
ener
al, 7
: Hum
an r
esou
rce
perf
orm
ance
man
agem
ent s
yste
ms
& 8
: Hum
anre
sour
ce d
evel
opm
ent
Cri
terio
n 30
.7 w
ith S
tand
ard
12: W
orki
ng w
ith o
ther
Pro
vide
rsC
rite
rion
30.1
0 w
ith S
tand
ard
13: P
erfo
rman
ce M
onito
ring
Sec
tion
4: S
ervi
ce s
peci
fic s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
80
31.
Pre
scrib
ed in
terv
entio
ns fo
r dr
ug u
sers
(de
toxi
ficat
ion,
red
uctio
n, m
aint
enan
ce a
ndam
elio
rativ
e)
Sta
ndar
d S
tate
men
t
The
ser
vice
has
an
appr
oach
to p
resc
ribin
g w
hich
is b
ased
on
writ
ten
polic
ies
and
proc
edur
es.
Crit
eria
Evi
denc
eM
/GP
Crit
eria
met
Com
men
t
31.1
All
pres
crib
ing
inte
rven
tions
com
ply
with
sta
tuto
ryan
d pr
ofes
sion
al r
equi
rem
ents
.P
resc
ribin
g po
licy
and
prot
ocol
s.M
31.2
The
ser
vice
has
an
esta
blis
hed
pres
crib
ing
polic
yan
d pr
otoc
ols
whi
ch a
re d
ocum
ente
d.1
Pre
scri
bing
pol
icy.
M
31.3
Ser
vice
use
rs a
re a
sses
sed
prio
r to
rec
eivi
ngtr
eatm
ent.2 T
his
asse
ssm
ent i
s us
ed to
info
rm th
eba
sis
of th
e ca
re p
lan.
Car
e pl
an, s
ervi
ce u
ser
reco
rd.
M
31.4
The
ass
essm
ent p
roce
ss a
nd th
e pr
escr
ibin
gre
spon
se ta
ke a
ccou
nt o
f pol
y-dr
ug u
se, i
nclu
ding
the
use
of a
lcoh
ol, a
nd p
resc
ribed
dru
gs.
Ass
essm
ent r
ecor
d,se
rvic
e us
er r
ecor
d.M
31.5
Info
rmat
ion
is g
iven
to a
ll se
rvic
e us
ers
on H
IV a
ndhe
patit
is, i
nclu
ding
adv
ice
on te
stin
g an
d th
eav
aila
bilit
y of
hep
atiti
s B
vac
cina
tion.
Sta
ff/se
rvic
e us
erin
terv
iew
, ser
vice
use
rre
cord
.
M
31.6
Ser
vice
pro
visi
on is
flex
ible
in te
rms
of m
eetin
g th
ene
eds
of s
ervi
ce u
sers
.3P
olic
ies
and
proc
edur
es,
staf
f/ser
vice
use
rin
terv
iew
, ser
vice
use
rre
cord
s.
M
Sec
tion
4: S
ervi
ce s
peci
fic s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
81
31.7
Pro
toco
ls a
nd p
roce
dure
s ha
ve b
een
esta
blis
hed
on th
e ca
re a
nd c
ontr
ol o
f con
trol
led
drug
s an
dpr
escr
iptio
ns, i
nclu
ding
:•
wha
t to
do w
hen
serv
ice
user
s lo
se th
em.
•ve
nues
for
disp
ensi
ng•
freq
uenc
y of
dis
pens
ing
•ad
vice
to c
lient
s on
saf
ety
of m
edic
atio
n4
•su
perv
isio
n of
con
sum
ptio
n (if
app
ropr
iate
).
Pol
icie
s an
d pr
oced
ures
.M
31.8
The
re a
re c
lear
wri
tten
prot
ocol
s on
the
delin
eatio
n of
rol
es a
nd li
nes
of c
omm
unic
atio
n fo
rsh
ared
car
e of
ser
vice
use
rs.
Pro
cedu
res.
M
31.9
Car
e m
anag
emen
t pla
n is
rev
iew
ed a
t reg
ular
inte
rval
s in
con
junc
tion
with
the
serv
ice
user
.S
ervi
ce u
ser
reco
rd.
M
31.1
0T
here
is a
sys
tem
to m
onito
r se
rvic
e us
erco
mpl
ianc
e.P
erfo
rman
ce m
onito
ring
syst
em.
M
31.1
1T
he s
ervi
ce h
as a
mon
itorin
g an
d ev
alua
tion
syst
em w
hich
det
erm
ines
the
effic
ienc
y an
def
fect
iven
ess
of p
rovi
sion
.5
Mon
itorin
g an
d ev
alua
tion
syst
em in
pla
ce.
M
Sec
tion
4: S
ervi
ce s
peci
fic s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
82
Gui
danc
e no
tes
1. T
he p
resc
ribin
g po
licy
shou
ld in
clud
e:•
ratio
nale
on
whi
ch th
e po
licy
is b
ased
• de
tails
of h
ow s
ervi
ce u
sers
acc
ess
the
serv
ice
• de
tails
of a
sses
smen
t pro
toco
ls•
deta
ils o
f the
pre
scrib
ing
resp
onse
s to
the
prob
lem
atic
use
of:
-op
iate
s -
benz
odia
zepi
ne-
stim
ulan
ts•
deta
ils o
f the
form
in w
hich
dru
gs a
re p
resc
ribed
(ie
inje
ctab
le a
mp,
tabl
ets)
and
und
er w
hat c
ircum
stan
ces
• de
finiti
ons
of s
tabi
lisat
ion,
man
agem
ent a
nd r
educ
tion
• de
tails
of d
etox
ifica
tion
prog
ram
mes
• ca
re r
evie
w fr
eque
ncy
• di
spen
sing
pro
toco
ls, e
g si
tes
and
freq
uenc
y•
shar
ed c
are
prot
ocol
s fo
r w
orki
ng w
ith o
ther
age
ncie
s•
resp
onse
to r
elap
se a
nd th
e us
e of
illic
it dr
ugs
• ur
ine
test
ing
• ha
rmon
isin
g pr
escr
ibin
g in
terv
entio
ns, b
ased
on
the
fact
that
ser
vice
use
rs m
ay h
ave
othe
r pr
escr
iptio
ns fo
r ot
her
cond
ition
s.
2. T
his
may
incl
ude:
• ur
ine
test
ing
• to
lera
nce
test
ing
• br
eath
ana
lysi
s•
to e
stab
lish
drug
or
alco
hol u
se.
3. F
or e
xam
ple,
offe
ring
acce
ss o
ut o
f nor
mal
wor
king
hou
rs fo
r se
rvic
e us
ers
in e
mpl
oym
ent,
serv
ice
user
s w
ith c
hild
care
res
pons
ibili
ties.
4. F
or e
xam
ple,
giv
ing
advi
ce to
par
ents
on
keep
ing
drug
s aw
ay fr
om c
hild
ren.
Sec
tion
4: S
ervi
ce s
peci
fic s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
83
5. T
he m
onito
ring
and
eval
uatio
n sy
stem
incl
udes
cle
ar ta
rget
s fo
r ac
hiev
emen
t whi
ch h
ave
been
agr
eed
with
ser
vice
com
mis
sion
ers.
The
Tas
k F
orce
to R
evie
w S
ervi
ces
for
Dru
g M
isus
ers
(“T
he E
ffect
iven
ess
Rev
iew
”) r
ecom
men
ds th
at: t
arge
ts a
nd m
onito
ring
proc
edur
es a
rees
tabl
ishe
d fo
r th
e pe
riod
of ti
me
betw
een
• re
ferr
al a
nd a
sses
smen
t•
asse
ssm
ent a
nd c
omm
ence
men
t of t
reat
men
t•
num
bers
/per
cent
age
of s
ervi
ce u
sers
are
iden
tifie
d fo
r th
ose
star
ting;
sho
rt-t
erm
det
oxifi
catio
n tr
eatm
ent l
onge
r-te
rm m
etha
done
red
uctio
ntr
eatm
ent
mai
nten
ance
trea
tmen
tan
d•
perc
enta
ge o
f ser
vice
use
rs (
by m
ain
drug
use
) w
ho c
ompl
ete
deto
xific
atio
n tr
eatm
ent
or • pe
rcen
tage
of s
ervi
ce u
sers
who
hav
e re
ceiv
ed m
etha
done
red
uctio
n tr
eatm
ent a
nd w
ho h
ave
bec
ome
drug
free
by:
3 m
onth
s, 6
mon
ths,
1 ye
aror •
perc
enta
ge o
f ser
vice
use
rs r
ecei
ving
mai
nten
ance
trea
tmen
t ret
aine
d at
one
yea
r an
d av
erag
e du
ratio
n of
ret
entio
n•
perc
enta
ge o
f ser
vice
use
rs r
epor
ting
impr
ovem
ents
in o
ne o
r m
ore
of th
e th
ree
broa
d ou
tcom
e do
mai
ns a
s de
fined
by
the
“Effe
ctiv
enes
sR
evie
w”
(se
e A
ppen
dix
4).
Cro
ss-r
efer
ence
s
Cri
teria
31.
1, 3
1.6
& 3
1.7
with
Sta
ndar
d 15
: Pol
icy
and
Pro
cedu
res
Cri
terio
n 31
.2 w
ith S
tand
ard
24: A
sses
smen
tC
rite
rion
31.2
with
Sta
ndar
d 25
: The
trea
tmen
t app
roac
h –
gene
ral,
thro
ugh
to S
tand
ard
28: C
ase
clos
ure/
tran
sfer
Cri
terio
n 31
.5 w
ith S
tand
ard
22: A
cces
sibi
lity
Cri
terio
n 31
.8 w
ith S
tand
ard
27: C
are
Rev
iew
Cri
terio
n 31
.9 w
ith S
tand
ard
13: P
erfo
rman
ce M
onito
ring
Sec
tion
4: S
ervi
ce s
peci
fic s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
84
32.
Alc
ohol
Det
oxifi
catio
n
Sta
ndar
d S
tate
men
t
To
prov
ide
an a
lcoh
ol d
etox
ifica
tion
serv
ice
whi
ch is
bas
ed o
n w
ritte
n po
licie
s an
d pr
oced
ures
.
Crit
eria
Evi
denc
eM
/GP
Crit
eria
met
Com
men
t
32.1
All
pres
crib
ing
inte
rven
tions
com
ply
with
all
stat
utor
y an
d pr
ofes
sion
al r
equi
rem
ents
.P
resc
ribin
g po
licy
and
prot
ocol
s.M
32.2
The
age
ncy
has
an e
stab
lishe
d de
toxi
ficat
ion
pack
age
whi
ch is
doc
umen
ted.
1D
etox
ifica
tion
pack
age.
M
32.3
Ser
vice
use
rs a
re p
rovi
ded
with
ass
essm
ent p
rior
to c
omm
ence
men
t of d
etox
ifica
tion.
Thi
sas
sess
men
t is
used
to in
form
the
basi
s of
the
care
man
agem
ent p
lan.
2
Com
plet
ed a
sses
smen
ts,
care
pla
n, s
ervi
ce u
ser
reco
rd.
M
32.4
The
ass
essm
ent p
roce
ss a
nd th
e pr
escr
ibin
gre
spon
se ta
ke a
ccou
nt o
f any
illic
it or
pre
scri
bed
drug
s as
app
ropr
iate
.
Ass
essm
ent r
ecor
d.S
ervi
ce u
ser
reco
rd.
M
32.5
The
re is
rec
ogni
tion
of a
fterc
are
need
s w
ithin
the
asse
ssm
ent a
nd c
are
plan
ning
pro
cess
and
the
agen
cy c
onne
cts
the
serv
ice
user
into
follo
w-o
nse
rvic
es, e
g. c
ouns
ellin
g, r
ehab
ilita
tion.
Ser
vice
use
r re
cord
.M
Sec
tion
4: S
ervi
ce s
peci
fic s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
85
32.6
Ser
vice
pro
visi
on is
flex
ible
in te
rms
of m
eetin
g th
ene
eds
of s
ervi
ce u
sers
• in
em
ploy
men
t•
with
chi
ldca
re r
espo
nsib
ilitie
s.
Pol
icie
s an
d pr
oced
ures
,st
aff/s
ervi
ce u
ser
inte
rvie
w, s
ervi
ce u
ser
reco
rds .
M
32.7
Pro
toco
ls a
nd p
roce
dure
s ha
ve b
een
esta
blis
hed
on th
e ca
re a
nd c
ontr
ol o
f dr
ugs
used
in th
ede
toxi
ficat
ion
proc
ess
incl
udin
g:•
who
pre
scrib
es•
who
will
hol
d m
edic
atio
n•
sto
rage
of m
edic
atio
n.3
Pro
toco
ls a
nd p
roce
dure
s.M
32.8
Cle
ar w
ritte
n pr
otoc
ols
on th
e de
linea
tion
of r
oles
and
lines
of c
omm
unic
atio
n fo
r sh
ared
car
e of
serv
ice
user
s.
Pro
toco
ls a
nd p
roce
dure
s.M
32.9
Ser
vice
use
rs a
re in
volv
ed in
the
deve
lopm
ent o
fth
eir
indi
vidu
al c
are
plan
s.S
taff/
serv
ice
user
inte
rvie
w, s
ervi
ce u
ser
reco
rd.
M
32.1
0S
taff
dem
onst
rate
com
pete
nce
in a
ll as
pect
s of
man
agin
g th
e de
toxi
ficat
ion
proc
ess
for
whi
ch th
eyar
e re
spon
sibl
e.
Sta
ff re
cord
s.S
taff
inte
rvie
w.
M
32.1
1T
here
is a
n es
tabl
ishe
d m
onito
ring
and
eval
uatio
nsy
stem
with
per
form
ance
targ
et a
gree
d w
ithse
rvic
e co
mm
issi
oner
s.4
Per
form
ance
mon
itorin
gsy
stem
.M
Sec
tion
4: S
ervi
ce s
peci
fic s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
86
Gui
danc
e no
tes
1. T
he d
etox
ifica
tion
pack
age
shou
ld in
clud
e:•
deta
ils o
f how
ser
vice
use
rs a
cces
s th
e se
rvic
e•
deta
ils o
f ass
essm
ent p
roto
cols
, inc
ludi
ng:
- pa
ttern
s, le
vels
and
his
tory
of a
lcoh
ol u
se -
phys
ical
hea
lth o
f ser
vice
use
r -
psyc
holo
gica
l wel
l-be
ing
of s
ervi
ce u
ser
- pr
evio
us h
isto
ry o
f det
oxifi
catio
n an
d re
ason
s fo
r fa
ilure
to c
ompl
ete
(if k
now
n) -
prev
ious
sid
e ef
fect
s fr
om d
etox
ifica
tion
or w
ithdr
awal
sym
ptom
s, p
artic
ular
ly s
eizu
res
- m
easu
res
to a
sses
s ph
ysic
al d
epen
denc
e an
d lik
ely
seve
rity
of w
ithdr
awal
, eg.
Sev
erity
of A
lcoh
ol D
epen
denc
e Q
uest
ionn
aire
(S
AD
Q)
(cite
d in
Pol
lak
et a
l, 19
87),
Mic
higa
n A
lcoh
olis
m S
cree
ning
Tes
t (M
AS
T)
(Pok
orny
et a
l, 19
74 c
ited
in P
aton
, 199
4), C
AG
E (
a 4-
ques
tion
yes/
no te
st)
(May
field
et a
l, 19
74 c
ited
in P
aton
, 199
4), a
nd th
e E
dwar
ds a
nd G
ross
Mod
el (
Edw
ards
and
Gro
ss, 1
976)
- se
rvic
e us
er e
nvir
onm
ent d
urin
g de
toxi
ficat
ion
- se
rvic
e us
er h
isto
ry fo
r th
e la
st s
even
day
s (e
g of
sub
stan
ce u
se, c
ircum
stan
ces,
phy
sica
l/ m
enta
l hea
lth)
- ot
her
drug
use
(lic
it an
d ill
icit)
and
how
it in
tera
cts
• de
tails
of d
etox
ifica
tion
appr
oach
• dr
ug d
ispe
nsin
g an
d st
orag
e pr
otoc
ols
• sh
ared
car
e pr
otoc
ols
for
wor
king
with
GP
s an
d ot
her
agen
cies
• po
licie
s on
rel
apse
and
res
pons
e to
the
use
of o
ther
pro
blem
sub
stan
ces.
2. A
sses
smen
t fac
tors
con
side
red
for
com
mun
ity-b
ased
det
oxifi
catio
n w
ill in
clud
e:•
stab
ility
of h
ome
situ
atio
n•
num
ber
of o
ccup
ants
in h
ome
• no
ise
leve
ls•
cons
umpt
ion
of a
lcoh
ol/d
rugs
by
othe
r re
side
nts
• pr
esen
ce o
f chi
ldre
n•
degr
ee o
f sup
port
ava
ilabl
e•
tran
spor
t ava
ilabi
lity
• ph
ysic
al h
ealth
of t
he c
lient
and
iden
tifie
d ris
k fa
ctor
s.
Sec
tion
4: S
ervi
ce s
peci
fic s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
87
Com
mun
ity d
etox
ifica
tion
will
be
cont
ra-i
ndic
ated
whe
re th
e se
rvic
e us
er:
• ha
s a
hist
ory
of e
pile
ptic
type
fits
• no
rmal
ly ta
kes
anti-
depr
essa
nts
or a
ny o
f the
maj
or tr
anqu
illis
ers
whi
ch r
equi
re s
peci
al c
onsi
dera
tion
• ha
s an
acu
te p
hysi
cal/m
enta
l illn
ess
• ha
s no
fixe
d ab
ode
durin
g pe
riod
of h
ome
deto
xific
atio
n•
has
poor
mot
ivat
ion/
low
cha
nce
of s
ervi
ce u
ser
com
plia
nce
• ha
s no
agr
eed
supp
ort s
yste
m/to
o st
ress
ful f
or c
arer
/s•
is a
t ris
k of
sui
cide
/sel
f har
m (
over
dose
) ris
k•
has
been
uns
ucce
ssfu
l in
a nu
mbe
r of
pre
viou
s co
mm
unity
det
oxifi
catio
ns.
3. T
he a
genc
y w
ill n
egot
iate
with
the
serv
ice
user
abo
ut w
ho is
to h
old
the
med
icat
ion.
Thi
s co
uld
be:
• a
care
r•
the
serv
ice
user
’s n
urse
to c
ount
tabl
ets
daily
• an
age
ncy
nurs
e/w
orke
r, if
ser
vice
use
r ha
s a
poor
per
sona
l sup
port
sys
tem
.D
urin
g de
toxi
ficat
ion
the
serv
ice
shou
ld e
nsur
e th
at a
mem
ber
of s
taff
mee
ts/v
isit
the
serv
ice
user
dai
ly o
r m
ore
freq
uent
ly if
nec
essa
ry.
4. T
he fo
llow
ing
area
s sh
ould
be
cons
ider
ed a
s a
base
line
for
mon
itorin
g in
form
atio
n:•
targ
ets
and
mon
itorin
g pr
oced
ures
are
est
ablis
hed
for
the
perio
d of
tim
e be
twee
n re
ferr
al a
nd a
sses
smen
t and
bet
wee
n as
sess
men
t and
com
men
cem
ent o
f tre
atm
ent
• nu
mbe
rs o
f ser
vice
use
rs s
tart
ing
deto
xific
atio
n tr
eatm
ent
• pe
rcen
tage
of s
ervi
ce u
sers
who
com
plet
e de
toxi
ficat
ion
trea
tmen
t•
perc
enta
ge o
f ser
vice
use
rs w
ho a
ttend
follo
w u
p tr
eatm
ent a
nd/o
r us
e ot
her
supp
ort,
eg A
lcoh
olic
s A
nony
mou
s (A
A)
or o
ther
sel
f-he
lpgr
oups
• ou
tcom
e ev
alua
tion
to d
eter
min
e ef
fect
iven
ess.
Sec
tion
4: S
ervi
ce s
peci
fic s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
88
Cro
ss-r
efer
ence
sC
rite
ria 3
2.2
& 3
3.3
with
Sta
ndar
d 24
: Ass
essm
ent
Cri
terio
n 32
.4 w
ith S
tand
ard
12: W
orki
ng w
ith o
ther
pro
vide
rsC
rite
rion
32.5
with
Sta
ndar
ds 1
9: E
qual
opp
ortu
nitie
s &
22:
acc
essi
bilit
yC
rite
ria 3
2.6
& 3
3.7
with
Sta
ndar
d 15
: Pol
icy
and
proc
edur
esC
rite
ria 3
2.8
& 3
3.9
with
Sta
ndar
d 16
: Inv
olvi
ng a
nd e
mpo
wer
ing
serv
ice
user
sC
riter
ion
32.1
0 w
ith S
tand
ards
5: H
uman
Res
ourc
e M
anag
emen
t - g
ener
al,
7: H
uman
res
ourc
e pe
rfor
man
ce m
anag
emen
t sys
tem
s &
8:
Hum
an r
esou
rce
deve
lopm
ent
Cri
terio
n 32
.11
with
Sta
ndar
ds 1
1: W
orki
ng w
ith c
omm
issi
onin
g bo
dies
& 1
3: P
erfo
rman
ce m
onito
ring
Sec
tion
4: S
ervi
ce s
peci
fic s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
89
Sec
tion
4: S
ervi
ce s
peci
fic s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
90
33.
Out
reac
h se
rvic
es
Sta
ndar
d S
tate
men
t
The
ser
vice
spe
cifie
s th
e ta
rget
gro
up(s
) an
d ta
rget
ed o
utco
mes
of t
he o
utre
ach
wor
k.
Crit
eria
Evi
denc
eM
/GP
Crit
eria
met
Com
men
t
33.1
The
aim
s, o
bjec
tives
and
wor
king
met
hods
are
clea
rly d
efin
ed.1
Pol
icie
s an
d pr
oced
ures
.M
33.2
The
re a
re e
stab
lishe
d pr
otoc
ols
for
join
t per
ipat
etic
wor
k.P
olic
ies
and
proc
edur
es.
M
33.3
The
re is
a h
ealth
and
saf
ety
outr
each
pol
icy.
2P
olic
ies
and
proc
edur
es.
M
33.4
The
age
ncy
has
cons
ider
ed th
e hu
man
res
ourc
eim
plic
atio
ns o
f und
erta
king
out
reac
h w
ork.
3Jo
b de
scrip
tions
/sta
ffin
terv
iew
.M
33.5
Ser
vice
use
rs a
re p
rovi
ded
with
info
rmat
ion
onot
her
rele
vant
ser
vice
s.S
taff/
serv
ice
user
inte
rvie
w.
M
33.6
The
re is
an
esta
blis
hed
mon
itorin
g an
d ev
alua
tion
syst
em.4
Per
form
ance
mon
itorin
gsy
stem
.M
Sec
tion
4: S
ervi
ce s
peci
fic s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
91
Gui
danc
e no
tes
1. T
he ty
pe o
f out
reac
h w
ork
may
be
peri
pate
tic o
r sa
telli
te, d
omic
iliar
y or
det
ache
d, a
nd m
ay in
clud
e: d
rug
use
prev
entio
n, h
arm
red
uctio
n,ac
cess
ing
hard
to r
each
gro
ups.
2. T
his
polic
y co
ntai
ns (
as a
pplic
able
):•
deta
ils o
f ris
k as
sess
men
t and
man
agem
ent
proc
edur
es in
term
s of
out
reac
h se
rvic
es p
rovi
ded,
incl
udin
g ris
k as
sess
men
t of s
ervi
ceus
ers
rece
ivin
g se
rvic
es in
thei
r ow
n ho
me
•th
e st
ipul
atio
n th
at fo
r sa
fety
rea
sons
det
ache
d w
ork
is a
lway
s un
dert
aken
by
a m
inim
um o
f tw
o st
aff a
nd s
taff
are
prov
ided
with
a m
obile
phon
e•
deta
ils o
f agr
eed
chec
k-in
/che
ck-o
ut s
yste
ms
incl
udin
g st
aff c
heck
-in a
fter
com
plet
ing
a sp
ecifi
c ta
sk a
nd a
dia
ry w
here
sta
ff no
te w
here
they
will
be
wor
king
.3.
Hum
an r
esou
rce
cons
ider
atio
ns w
ould
inc
lude
:•
job
desc
riptio
ns th
at a
ccur
atel
y re
flect
the
task
s re
quire
d of
out
reac
h w
orke
rs•
prov
idin
g ou
trea
ch s
taff
with
sup
ervi
sion
.4.
Thi
s w
ill in
clud
e th
e fo
llow
ing
com
pone
nts,
loca
lly a
gree
d w
ith c
omm
issi
oner
s:•
clea
r go
als
and
wor
k ta
rget
s fo
r ou
trea
ch w
ork
•nu
mbe
r of
new
ser
vice
use
rs c
onta
cted
in a
four
wee
k pe
riod
(ie s
ervi
ce u
sers
not
see
n by
any
oth
er s
ervi
ce d
urin
g th
e pr
evio
us th
ree
mon
ths
•nu
mbe
r of
ser
vice
use
rs r
emai
ning
in c
onta
ct w
ith o
utre
ach
serv
ice
long
er th
an th
ree
mon
ths
•nu
mbe
r of
ser
vice
use
rs r
efer
red
per
mon
th to
oth
er p
rovi
ders
for
help
with
dru
g m
isus
e pr
oble
ms
•ou
tcom
e m
easu
res
to d
eter
min
e ef
fect
iven
ess
of in
terv
entio
n.
Cro
ss-r
efer
ence
s
Cri
teria
33.
1 -
33.3
with
Sta
ndar
d 15
: Pol
icy
and
proc
edur
es
Cri
terio
n 33
.4 w
ith S
tand
ard
5: H
uman
Res
ourc
e M
anag
emen
t - G
ener
al
Cri
terio
n 33
.6 w
ith S
tand
ard
13: P
erfo
rman
ce M
onito
ring
Sec
tion
4: S
ervi
ce s
peci
fic s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
92
34.
Nee
dle
exch
ange
Sta
ndar
d S
tate
men
t
The
nee
dle
exch
ange
ser
vice
see
ks to
red
uce
the
trans
mis
sion
of H
IV, h
epat
itis
and
othe
r inf
ectio
us d
isea
ses,
and
con
tribu
tes
toth
e he
alth
of s
ervi
ce u
sers
.1
Crit
eria
Evi
denc
eM
/GP
Crit
eria
met
Com
men
t
34.1
The
re a
re c
lear
pro
toco
ls o
n as
sess
men
t and
on
min
imum
leve
ls o
f inf
orm
atio
n pr
ovid
ed to
ser
vice
user
s. T
he a
sses
smen
t pro
cess
est
ablis
hes
whe
ther
ser
vice
use
rs a
re in
ject
ing.
Ass
essm
ent p
roto
col.
Sta
ff in
terv
iew
.M
34.2
A v
arie
ty o
f equ
ipm
ent i
s pr
ovid
ed to
ser
vice
use
rsan
d ac
cess
to a
ran
ge o
f rel
evan
t ser
vice
s.2
Equ
ipm
ent a
vaila
ble.
GP
34.3
The
re a
re w
ritte
n p
olic
ies
and
proc
edur
es o
nne
edle
exc
hang
e fo
r th
ose
aged
16
year
s an
dun
der
whi
ch h
ave
been
con
sulte
d on
and
agr
eed
with
the
loca
l Are
a C
hild
Pro
tect
ion
Com
mitt
ee a
ndD
AT
.3
Pro
cedu
re a
ndag
reem
ents
.M
34.4
Ser
vice
ope
ning
tim
es a
re w
idel
y pu
blic
ised
.4Le
afle
ts/p
oste
rs.
M
34.5
The
ser
vice
pro
vide
s ad
vice
on
inje
ctio
nte
chni
ques
and
site
s, b
ased
on
asse
ssm
ent o
fse
rvic
e us
er’s
nee
ds.
Sta
ff in
terv
iew
.M
Sec
tion
4: S
ervi
ce s
peci
fic s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
93
34.6
Sta
ff de
mon
stra
te c
ompe
tenc
e in
adv
isin
g on
inje
ctio
n te
chni
ques
and
site
s, p
rimar
y he
alth
car
ean
d sa
fer
sex
mes
sage
s, a
nd a
dvic
e an
das
sess
men
t.
Evi
denc
e of
sui
tabl
equ
alifi
catio
ns.
M
34.7
A r
ange
of i
nfor
mat
ion
is a
vaila
ble
on h
arm
redu
ctio
n (in
lang
uage
and
with
imag
es r
elev
ant t
oth
e se
rvic
e us
er g
roup
).
Info
rmat
ion
prov
ided
.G
P
34.8
The
nee
ds o
f bot
h op
iate
and
non
-opi
ate
user
s ar
ere
flect
ed in
ser
vice
del
iver
y.P
roto
cols
and
sta
ffin
terv
iew
.M
34.9
The
age
ncy
has
polic
ies
rela
ting
to th
em
anag
emen
t of e
quip
men
t tha
t tak
e ac
coun
t of
infe
ctio
n co
ntro
l.5
Pol
icie
s an
d pr
oced
ures
.M
34.1
0T
he s
ervi
ce h
as a
n es
tabl
ishe
d m
onito
ring
and
eval
uatio
n sy
stem
to d
eter
min
e th
e ef
fect
iven
ess
of th
e se
rvic
e.6
Per
form
ance
mon
itorin
gsy
stem
.M
34.1
1S
ervi
ce u
sers
are
pro
vide
d w
ith in
form
atio
n ab
out,
and/
or r
efer
ral t
o, o
ther
rel
evan
t ser
vice
s.In
form
atio
n pr
ovid
ed.
M
34.1
2T
here
is a
str
ateg
y to
enc
oura
ge th
e re
turn
of u
sed
need
les.
7P
roto
cols
and
sta
ffin
terv
iew
.M
Sec
tion
4: S
ervi
ce s
peci
fic s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
94
Gui
danc
e no
tes
1. T
here
are
diff
eren
t mod
els
of n
eedl
e ex
chan
ge.
2. T
he e
quip
men
t may
incl
ude
a ra
nge
of s
yrin
ges
and
cond
oms.
The
ser
vice
will
als
o pr
ovid
e re
ferr
al to
a r
ange
of s
ervi
ces
(whe
re a
vaila
ble)
whi
ch c
ould
pro
vide
:•
prim
ary
heal
th c
are
advi
ce•
hepa
titis
vac
cina
tion
•H
IV a
nd h
epat
itis
coun
selli
ng a
nd te
stin
g fa
cilit
ies
•dr
ug tr
eatm
ent
•ot
her
heal
th a
nd s
ocia
l car
e ne
eds.
3. S
ervi
ce p
rovi
sion
for
unde
r 16
s sh
ould
be
sepa
rate
from
adu
lts, a
nd th
ere
shou
ld b
e se
para
te p
olic
ies
and
proc
edur
es.
4. P
ublic
ity c
ould
be
disp
laye
d in
: lib
rarie
s, le
isur
e ce
ntre
s, h
ealth
cen
tres
, GP
sur
gerie
s an
d ho
spita
ls.
5. S
ervi
ces
shou
ld h
ave
polic
ies
and
proc
edur
es r
elat
ing
to n
eedl
e st
ick
inju
ries,
sha
rps
bins
, clin
ical
was
te, H
IV a
nd T
B.
6. T
his
shou
ld in
clud
e re
cord
ing:
•ge
nder
, eth
nici
ty, a
ge, d
rug
use
of c
onta
cts
•al
l new
con
tact
s an
d in
ject
ing
beha
viou
r at
initi
al a
sses
smen
t•
perc
enta
ge o
f inj
ecto
rs w
ho r
epor
t sha
ring
inje
ctin
g eq
uipm
ent i
n pr
evio
us fo
ur w
eeks
.•
num
bers
of;
- new
atte
nder
s pe
r m
onth
(ie
thos
e w
ho h
ave
not u
sed
a sc
hem
e in
the
past
six
mon
ths)
- ex
chan
ge p
acks
giv
en o
ut p
er m
onth
per
ser
vice
use
r-
indi
vidu
als
usin
g se
rvic
e (b
y ge
nder
and
eth
nici
ty)
- se
rvic
e us
ers
mov
ing
on to
trea
tmen
t els
ewhe
re-
perc
enta
ge o
f sta
ff tr
aine
d in
giv
ing
basi
c he
alth
che
cks.
7. T
his
may
incl
ude
setti
ng a
targ
et m
inim
um e
xpec
ted
retu
rn r
ate
of u
sed
equi
pmen
t.
Sec
tion
4: S
ervi
ce s
peci
fic s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
95
Cro
ss-r
efer
ence
sC
rite
ria 3
4.1,
34.
8 &
34.
9 w
ith S
tand
ard
15: P
olic
y an
d pr
oced
ures
Cri
teria
34.
1 &
34.
5 w
ith S
tand
ard
24: A
sses
smen
tC
rite
rion
34.3
with
Sta
ndar
d 36
: Ser
vice
s fo
r ch
ildre
n an
d yo
ung
peop
leC
riter
ion
34.6
with
Sta
ndar
ds 5
: Hum
an r
esou
rce
man
agem
ent -
gen
eral
, 7:
Hum
an r
esou
rce
perf
orm
ance
man
agem
ent s
yste
ms
and
8:H
uman
res
ourc
e de
velo
pmen
tC
rite
rion
34.7
with
Sta
ndar
d 19
: Equ
al o
ppor
tuni
ties
Cri
terio
n 34
.10
with
Sta
ndar
d 13
: Per
form
ance
mon
itorin
g
Sec
tion
4: S
ervi
ce s
peci
fic s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
96
35.
Res
iden
tial s
ervi
ces
1
a) E
nviro
nmen
t
Sta
ndar
d st
atem
ent
Res
iden
tial s
ervi
ces
shou
ld b
e pr
ovid
ed in
an
appr
opria
te e
nviro
nmen
t.
Crit
eria
Evi
denc
eM
/GP
Crit
eria
met
Com
men
t
Reg
iste
red
resi
dent
ial u
nits
35.1
The
res
iden
tial u
nit m
eets
the
requ
irem
ents
of:
• Lo
cal r
egis
trat
ion
auth
ority
2
• S
tatu
tory
hea
lth &
saf
ety
requ
irem
ents
• E
nviro
nmen
tal h
ealth
• F
ire
regu
latio
ns.
Doc
umen
ts s
how
ing
that
thes
e re
quire
men
ts h
ave
been
met
.
M
Non
-reg
iste
red
resi
dent
ial u
nits
35.2
The
res
iden
tial u
nit s
houl
d m
eet t
he r
equi
rem
ents
of:
• S
tatu
tory
hea
lth &
saf
ety
requ
irem
ents
• E
nviro
nmen
tal h
ealth
• F
ire
regu
latio
ns.
Doc
umen
ts s
how
ing
that
thes
e re
quire
men
t hav
ebe
en m
et.
M
Gui
danc
e no
tes
1. I
t is
expe
cted
that
mos
t res
iden
tial s
ervi
ces
will
hav
e a
spec
ific
trea
tmen
t pro
gram
me.
As
wel
l as
mee
ting
the
core
qua
lity
stan
dard
s,S
tand
ard
25: T
he tr
eatm
ent a
ppro
ach
- ge
nera
l is
of p
artic
ular
rel
evan
ce to
the
prog
ram
me.
2. S
ervi
ce p
rovi
ders
sho
uld
note
that
loca
l aut
horit
ies
are
at p
rese
nt a
dvis
ed to
ref
er to
Res
iden
tial c
are
for
peop
le w
ith d
rug/
alco
hol
prob
lem
s (S
SI,
1994
) w
hen
appl
ying
for
resi
dent
ial c
are
stan
dard
s to
ser
vice
s fo
r pe
ople
with
alc
ohol
and
dru
g pr
oble
ms.
Fut
ure
guid
ance
may
be
issu
ed fo
llow
ing
revi
ew o
f cur
rent
reg
istr
atio
n st
anda
rds.
Sec
tion
4: S
ervi
ce s
peci
fic s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
97
b) F
ood
Sta
ndar
d S
tate
men
t
Whe
re fo
od a
nd d
rink
are
prov
ided
to s
ervi
ce u
sers
, the
y ar
e nu
tritio
us a
nd h
ealth
y.
Crit
eria
Evi
denc
eM
/GP
Crit
eria
met
Com
men
t
35.
3T
he d
iet s
houl
d be
var
ied,
bal
ance
d an
d nu
triti
ous,
with
con
side
ratio
n gi
ven
to p
rese
ntat
ion
and
com
posi
tion.
Men
u pl
ans
avai
labl
e fo
rin
spec
tion.
Men
usdi
spla
yed
for
resi
dent
s.C
omm
ents
on
com
posi
tion
of fo
od.
M
35.4
Spe
cial
men
us a
re a
vaila
ble
to c
ater
for
med
ical
,re
ligio
us a
nd c
ultu
ral r
equi
rem
ents
.W
ritte
n po
licy
on s
peci
alm
enus
.S
peci
al m
enu
plan
sav
aila
ble.
M
35.5
Foo
d pr
epar
atio
n is
car
ried
out i
n ac
cord
ance
with
hygi
ene
and
safe
ty r
egul
atio
ns.
Hyg
iene
and
saf
ety
regu
latio
ns d
ispl
ayed
.R
ecor
ds o
f sta
ff tr
aini
ng in
hygi
ene
and
safe
ty.
M
35.6
Res
iden
ts’ o
pini
ons
are
soug
ht o
n fo
od, a
ndre
side
nts
are
give
n so
me
say
on w
hat t
hey
eat.
Rec
ords
of c
onsu
ltatio
nsw
ith r
esid
ents
and
any
deci
sion
s ta
ken.
M
35.7
Dri
nkin
g w
ater
and
hot
and
col
d dr
inks
are
free
lyav
aila
ble.
Fac
ilitie
s av
aila
ble.
M
35.8
Res
iden
ts a
ble
to s
hare
mea
ls w
ith v
isito
rs -
if in
acco
rdan
ce w
ith c
are
plan
.W
ritte
n po
licy
onre
side
nt’s
vis
itors
.G
P
Sec
tion
4: S
ervi
ce s
peci
fic s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
98
Cro
ss-r
efer
ence
sC
rite
rion
35.5
with
Sta
ndar
d 19
: Equ
al o
ppor
tuni
ties
Cri
terio
n 35
.7 w
ith S
tand
ard
16: I
nvol
ving
and
em
pow
erin
g se
rvic
e us
ers
Cri
terio
n 35
.9 w
ith S
tand
ards
15:
Pol
icy
and
proc
edur
es a
nd 2
6: C
are
plan
ning
c) P
rivac
y
Sta
ndar
d s
tate
men
t
The
re is
resp
ect f
or th
e se
rvic
e us
er’s
priv
acy.
Crit
eria
Evi
denc
eM
/GP
Crit
eria
met
Com
men
t
35.9
A p
olic
y on
priv
acy
exis
ts w
hich
is e
xpla
ined
tore
side
nts
prio
r to
adm
issi
on.1
Pol
icy
fram
ewor
k,in
clud
ing
a po
licy
onse
arch
es.
M
35.1
0T
here
sho
uld
be a
tele
phon
e w
hich
the
serv
ice
user
s ca
n us
e in
priv
acy.
2T
elep
hone
in p
lace
.P
olic
y do
cum
ent.
M
Gui
danc
e no
tes
1. T
his
may
incl
ude
polic
ies
on o
peni
ng in
com
ing
mai
l and
sea
rchi
ng r
oom
s.2.
The
ser
vice
sho
uld
also
hav
e a
polic
y on
the
use
of m
obile
pho
nes.
Cro
ss-r
efer
ence
sC
rite
ria 3
5.10
& 3
5.11
with
Sta
ndar
d 21
: Pri
vacy
, dig
nity
and
res
pect
Cri
terio
n 35
.10
with
Sta
ndar
d 15
: Pol
icy
and
proc
edur
es
Sec
tion
4: S
ervi
ce s
peci
fic s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
99
Sec
tion
5: T
arge
t gro
up s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
10
0
Sec
tion
5: T
arge
t gro
up s
tand
ards
36.
Ser
vice
s fo
r ch
ildre
n an
d yo
ung
peop
le
Sta
ndar
d S
tate
men
t
Age
ncie
s sh
ould
cle
arly
spe
cify
wha
t ded
icat
ed s
ervi
ces
they
pro
vide
for c
hild
ren
and
youn
g pe
ople
and
thes
e sh
ould
be
guid
edby
writ
ten
prot
ocol
s.
Crit
eria
Evi
denc
eM
/GP
Crit
eria
met
Com
men
t
36.1
Pol
icie
s an
d pr
oced
ures
1 con
nect
ed w
ith w
orki
ngw
ith c
hild
ren
and
youn
g pe
ople
2 hav
e be
enco
nsul
ted
and
agre
ed w
ith th
e A
rea
Chi
ldP
rote
ctio
n C
omm
ittee
and
the
Dru
g A
ctio
n T
eam
.
Con
sulta
tion
mec
hani
sms
and
polic
y an
d pr
oced
ure
docu
men
ts a
ndag
reem
ents
.
M
36.2
The
ser
vice
is p
rovi
ded
in a
n ap
prop
riate
3
envi
ronm
ent w
hich
is s
epar
ated
in e
ither
spa
ce o
rtim
e4 fro
m a
dult
serv
ices
.
Pub
licity
adv
ertis
es th
ese
rvic
e as
sep
arat
e.M
36.3
The
re is
an
allo
cate
d co
mpe
tent
wor
ker.
5Jo
b de
scrip
tion.
M
36.4
Ser
vice
s pr
ovid
ed to
chi
ldre
n an
d yo
ung
peop
lear
e sp
ecifi
ed.6
Wri
tten
serv
ice
spec
ifica
tion.
M
36.5
The
re is
cle
ar d
efin
ition
of t
he s
ervi
ce u
ser
grou
p:•
age
rang
e•
targ
et g
roup
.7
Con
tain
ed in
pol
icie
s an
dpr
oced
ures
.M
Sec
tion
5: T
arge
t gro
up s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
10
1
36.6
Sta
ff de
mon
stra
te c
ompe
tenc
e in
app
lyin
gle
gisl
atio
n to
chi
ldre
n/yo
ung
peop
le (
eg C
hild
ren
Act
198
9) a
nd in
wor
king
with
chi
ldre
n an
dfa
mili
es.
Sta
ff in
terv
iew
/trai
ning
plan
.M
36.7
For
dru
g-an
d al
coho
l-usi
ng c
hild
ren
and
youn
gpe
ople
ther
e is
pro
visi
on fo
r as
sess
men
t:•
to d
eter
min
e co
mpe
tenc
e to
con
sent
totr
eatm
ent8
•of
pro
blem
dru
g/al
coho
l use
, hea
lth, s
ocia
lsi
tuat
ion,
fam
ily•
to d
eter
min
e se
rvic
e/st
aff c
ompe
tenc
e to
mee
tne
eds
effe
ctiv
ely
•of
any
nee
d fo
r ne
edle
exc
hang
e•
of a
ny p
resc
ribin
g ne
eds.
Ass
essm
ent p
roce
ss.
M
36.8
Car
e pl
anni
ng p
roce
eds
as o
utlin
ed in
Sta
ndar
d26
: Car
e P
lann
ing,
and
incl
udes
whe
reap
prop
riate
:•
pare
ntal
invo
lvem
ent
•in
volv
emen
t with
sta
tuto
ry a
genc
ies.
9
Car
e pl
an.
M
36.9
Car
e re
view
pro
ceed
s as
in S
tand
ard
27: C
are
revi
ew, a
nd in
clud
es, w
here
app
ropr
iate
,as
sess
ing:
•pa
rent
al in
volv
emen
t•
invo
lvem
ent w
ith s
tatu
tory
age
ncie
s9
•co
mpe
tenc
e to
con
sent
to tr
eatm
ent
•ch
ild p
rote
ctio
n co
ncer
ns.
Car
e re
view
pro
cedu
res.
M
Sec
tion
5: T
arge
t gro
up s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
10
2
36.1
0A
com
preh
ensi
ve d
ata
colle
ctio
n an
d re
cord
ing
syst
em m
onito
rs a
ctiv
ity r
elat
ing
to w
ork
with
child
ren/
youn
g pe
ople
.10
Per
form
ance
mon
itorin
gsy
stem
s.M
36.1
1S
ervi
ces
are
prov
ided
in li
ne w
ith th
e 10
Key
Pol
icy
Pri
ncip
les.
11S
taff
inte
rvie
w,
perf
orm
ance
mon
itorin
gsy
stem
s/ a
sses
smen
tpr
oces
s, lo
catio
n &
tim
ing
of s
ervi
ce d
eliv
ery.
M
36.1
2S
taff
who
wor
k pr
imar
ily w
ith c
hild
ren
and
youn
gpe
ople
hav
e be
en c
lear
ed th
roug
h po
lice/
loca
lau
thor
ity c
heck
ing
proc
edur
es.
Sta
ff pe
rson
nel r
ecor
ds.
M
36.1
3T
he a
genc
y ha
s sp
ecifi
c as
sess
men
t pro
toco
ls fo
rth
e pr
ovis
ion
of n
eedl
e ex
chan
ge a
nd p
resc
ribin
gse
rvic
es to
chi
ldre
n an
d yo
ung
peop
le.
Ass
essm
ent p
roto
col.
M
36.1
4A
ll w
ritte
n m
ater
ials
dire
cted
at c
hild
ren
and
youn
gpe
ople
are
wri
tten
in a
way
whi
ch is
acc
essi
ble
toth
e ta
rget
gro
up.
M
Gui
danc
e no
tes
1. P
olic
ies
and
proc
edur
es s
houl
d en
sure
that
whe
re c
hild
pro
tect
ion
deci
sion
s ar
e m
ade
they
are
not
the
sole
res
pons
ibili
ty o
f one
mem
ber
of s
taff,
and
that
thos
e w
ho m
ake
the
deci
sion
s ar
e co
mpe
tent
in c
hild
pro
tect
ion
issu
es.
2. T
he te
rm ‘c
hild
ren’
ref
ers
to p
eopl
e un
der
the
age
of 1
8, in
acc
orda
nce
with
the
UN
Con
vent
ion
on th
e R
ight
s of
the
Chi
ld. L
ower
age
dist
inct
ions
bet
wee
n de
finiti
ons
of ‘c
hild
ren’
and
‘ado
lesc
ents
’ and
‘you
ng p
eopl
e’ c
an b
e ha
rd to
dra
w a
s th
ey v
ary
wid
ely
betw
een
depa
rtm
ents
and
ser
vice
s. It
mus
t als
o be
not
ed th
at lo
cal a
utho
ritie
s ac
ting
unde
r ce
rtai
n pr
ovis
ions
with
in th
e C
hild
ren
Act
198
9, c
ourt
s an
dth
e P
riso
n S
ervi
ce m
ay a
lso
cons
ider
the
term
‘you
ng p
eopl
e’ to
ref
er to
thos
e up
to th
e ag
e of
21
(SC
OD
A &
The
Chi
ldre
n’s
Lega
l Cen
tre,
You
ng p
eopl
e an
d dr
ugs:
pol
icy
guid
ance
for
drug
inte
rven
tions
, 199
9).
Sec
tion
5: T
arge
t gro
up s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
10
3
Wor
king
Tog
ethe
r to
Saf
egua
rd C
hild
ren
(Dep
t. of
Hea
lth, 1
999)
def
ines
the
degr
ee o
f ris
k w
hich
wou
ld r
equi
re a
you
ng p
erso
n to
be
plac
edon
the
‘at r
isk’
(or
chi
ld p
rote
ctio
n) r
egis
ter,
as:
•ne
glec
t•
phys
ical
Inju
ry•
sexu
al a
buse
•em
otio
nal a
buse
.S
ome
area
chi
ld p
rote
ctio
n co
mm
ittee
s (A
CP
Cs)
hav
e lo
cal p
olic
y an
d cr
iteria
gui
delin
es o
n th
e ris
k of
, or
actu
al s
uffe
ring
of,
‘sig
nific
ant
harm
’ by
self-
harm
ing
beha
viou
r. G
uida
nce
shou
ld b
e so
ught
from
AC
PC
s lo
cally
on
defin
ition
s us
ed b
y th
e lo
cal c
hild
pro
tect
ion
team
s.
‘A c
hild
sha
ll be
dee
med
to b
e ’in
nee
d‘ if
-a)
he
is u
nlik
ely
to a
chie
ve o
r m
aint
ain,
or
to h
ave
the
oppo
rtun
ity o
f ach
ievi
ng o
r m
aint
aini
ng, a
rea
sona
ble
stan
dard
of h
ealth
or
deve
lopm
ent w
ithou
t the
pro
visi
on fo
r hi
m o
f ser
vice
s by
a lo
cal a
utho
rity
b) h
is h
ealth
or
deve
lopm
ent i
s lik
ely
to b
e si
gnifi
cant
ly im
paire
d, o
r fu
rthe
r im
paire
d, w
ithou
t the
pro
visi
on fo
r hi
m o
f suc
h s
ervi
ces;
or
c) h
e is
dis
able
d’(S
ectio
n 17
of t
he C
hild
ren
Act
, 198
9).
3. ‘A
ppro
pria
te e
nvir
onm
ent’
mea
ns o
ne th
at is
acc
epta
ble
to a
nd a
ppro
pria
te fo
r yo
ung
peop
le a
nd th
at th
ere
are
no v
isib
le m
essa
ges
whi
char
e ai
med
at a
dults
, suc
h as
gra
phic
or
expl
icit
safe
r se
x or
har
m m
inim
isat
ion
advi
ce a
nd im
ages
.
4. ’S
epar
ated
in s
pace
and
tim
e’ m
eans
that
the
youn
g pe
ople
’s s
ervi
ce is
set
on
diffe
rent
pre
mis
es, o
r in
diff
eren
t par
ts o
f the
sam
e pr
emis
esw
ith s
epar
ate
acce
ss, o
r ha
s ce
rtai
n al
loca
ted
times
spe
cific
ally
for
youn
g pe
ople
dur
ing
whi
ch a
dults
can
not a
ttend
.
5. S
taff
wor
king
with
chi
ldre
n an
d yo
ung
peop
le a
re p
rovi
ded
with
rel
evan
t tra
inin
g an
d th
e se
rvic
e ha
s a
trai
ning
str
ateg
y to
add
ress
this
need
.
6. A
list
of t
he s
ervi
ces
avai
labl
e to
chi
ldre
n an
d yo
ung
peop
le e
g. In
form
atio
n an
d ad
vice
, cou
nse
lling
, pre
scrib
ing,
nee
dle
exch
ange
.
Sec
tion
5: T
arge
t gro
up s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
10
4
7. T
his
incl
udes
def
inin
g:•
non-
drug
/alc
ohol
usi
ng c
hild
ren
and
youn
g pe
ople
who
may
be
at r
isk
•ch
ildre
n an
d yo
ung
peop
le in
volv
ed in
exp
erim
enta
l dru
g-us
e•
child
ren
and
youn
g pe
ople
invo
lved
in p
robl
em o
r de
pend
ent d
rug
use/
alco
hol u
se.
8. T
he p
rovi
sion
of t
reat
men
t may
req
uire
con
sent
. For
thos
e un
der
16 y
ears
of a
ge, p
aren
tal c
onse
nt is
usu
ally
req
uire
d. S
ome
peo
ple
unde
r 16
yea
rs m
ay b
e ab
le to
con
sent
to th
eir
trea
tmen
t if t
hey
are
foun
d to
be
com
pete
nt.
Fur
ther
gui
danc
e on
com
pete
nce
to c
onse
nt to
trea
tmen
t is
foun
d in
You
ng P
eopl
e an
d D
rugs
: pol
icy
guid
elin
es fo
r dr
ug in
terv
entio
ns,
(SC
OD
A/ C
hild
ren’
s Le
gal C
entr
e, 1
999)
.
9. E
xam
ples
of t
hese
age
ncie
s ar
e so
cial
ser
vice
s, y
outh
offe
ndin
g te
ams,
and
you
th ju
stic
e te
ams.
10. F
or c
hild
ren
and
youn
g pe
ople
usi
ng d
rugs
this
incl
udes
:•
reco
rdin
g al
l dec
isio
n-m
akin
g•
care
pla
nnin
g an
d re
view
•co
ntra
cts
and
cons
ulta
tion
with
oth
er o
rgan
isat
ions
.
11. T
he 1
0 ke
y po
licy
prin
cipl
es a
re:
•A
chi
ld o
r ad
oles
cent
is n
ot a
n ad
ult.
•T
he o
vera
ll w
elfa
re o
f the
indi
vidu
al c
hild
or
youn
g pe
rson
is o
f par
amou
nt im
port
ance
.•
The
vie
ws
of th
e yo
ung
pers
on a
re o
f cen
tral
impo
rtan
ce a
nd s
houl
d al
way
s be
sou
ght a
nd c
onsi
dere
d.•
Ser
vice
s ne
ed to
res
pect
par
enta
l res
pons
ibili
ty w
hen
wor
king
with
a y
oung
per
son.
•S
ervi
ces
shou
ld r
ecog
nise
and
co-
oper
ate
with
the
loca
l aut
horit
y in
car
ryin
g ou
t its
res
pons
ibili
ties
tow
ards
chi
ldre
n an
d yo
ung
peop
le•
A h
olis
tic a
ppro
ach
is v
ital a
t all
leve
ls, a
s yo
ung
peop
le's
pro
blem
s do
not
res
pect
pro
fess
iona
l bou
ndar
ies
•S
ervi
ces
mus
t be
child
-cen
tred
•A
com
preh
ensi
ve r
ange
of s
ervi
ces
need
s to
be
prov
ided
•S
ervi
ces
mus
t be
com
pete
nt to
res
pond
to th
e ne
eds
of th
e yo
ung
pers
on•
Ser
vice
s sh
ould
aim
to o
pera
te, i
n al
l cas
es, a
ccor
ding
to th
e pr
inci
ples
of b
est p
ract
ice.
(See
App
endi
x 3
for
mor
e de
tails
on
thes
e 10
pol
icy
prin
cipl
es).
Sec
tion
5: T
arge
t gro
up s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
10
5
12. T
hese
wri
tten
mat
eria
ls m
ay in
clud
e th
e co
nfid
entia
lity
polic
y, c
ompl
aint
s pr
oced
ures
and
info
rmat
ion
and
educ
atio
n m
ater
ial
Alc
ohol
ser
vice
s ar
e al
so r
ecom
men
ded
to r
efer
to th
e H
ealth
Adv
isor
y S
ervi
ce r
epor
t C
hild
ren
and
youn
g pe
ople
: com
mis
sion
ing
and
prov
idin
g se
rvic
es fo
r ch
ildre
n an
d yo
ung
peop
le (
1996
).
Cro
ss-r
efer
ence
sC
rite
ria 3
6.1
& 3
6.13
with
Sta
ndar
d 15
: Pol
icy
and
proc
edur
esC
riter
ia 3
6.3
& 3
6.6
with
Sta
ndar
ds 5
: Hum
an r
esou
rce
man
agem
ent -
gen
eral
, 7: H
uman
res
ourc
e pe
rfor
man
ce m
anag
emen
t sys
tem
s &
8:
Hum
an r
esou
rce
deve
lopm
ent
Cri
teria
36.
7, 3
6.11
& 3
6.13
with
Sta
ndar
d 24
: Ass
essm
ent
Cri
terio
n 36
.8 w
ith S
tand
ard
26: C
are
plan
ning
Cri
terio
n 36
.9 w
ith S
tand
ard
27: C
are
revi
ewC
rite
ria 3
6.10
& 3
6.11
with
Sta
ndar
d 13
: Per
form
ance
mon
itorin
gC
rite
ria 3
6.14
with
Sta
ndar
d 17
: Con
fiden
tialit
y an
d th
e rig
ht o
f acc
ess
to in
form
atio
n &
Sta
ndar
d 18
: Com
plai
nts
proc
edur
es
Sec
tion
5: T
arge
t gro
up s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
10
6
37.
Ser
vice
s fo
r dr
ug a
nd a
lcoh
ol-m
isus
ing
pare
nts
and
thei
r ch
ildre
n
Sta
ndar
d S
tate
men
t
The
ser
vice
reco
gnis
es th
at th
e w
elfa
re o
f chi
ldre
n an
d yo
ung
peop
le w
ho a
re d
epen
dant
s of
pro
blem
dru
g an
d/or
alc
ohol
use
rs is
para
mou
nt a
nd a
ims
to w
ork
with
in th
e fra
mew
ork
of T
he C
hild
ren
Act
(19
89)
and
also
max
imis
e pa
rent
al s
kills
.
Crit
eria
Evi
denc
eM
/GP
Crit
eria
met
Com
men
t
37.1
The
ser
vice
has
a p
olic
y an
d pr
oced
ures
for
wor
king
with
dru
g an
d al
coho
l mis
usin
g pa
rent
s,ag
reed
with
are
a ch
ild p
rote
ctio
n co
mm
ittee
s an
dD
AT
s.1
Pol
icie
s an
d pr
oced
ures
.M
37.2
Dru
g an
d al
coho
l mis
usin
g pa
rent
s ar
e id
entif
ied
durin
g as
sess
men
t pro
cedu
res.
Sta
ff in
terv
iew
/trai
ning
plan
.M
37.3
Par
entin
g kn
owle
dge
and
skill
s ar
e in
corp
orat
edin
to c
are
plan
ning
and
rev
iew
.C
are
plan
and
rev
iew
.G
P
37.4
Sta
ff de
mon
stra
te c
ompe
tenc
e in
wor
king
with
drug
and
alc
ohol
mis
usin
g pa
rent
s.2
Sta
ff in
terv
iew
/ tra
inin
gpl
an.
M
37.5
The
re is
a s
taff
mem
ber
with
lead
res
pons
ibili
ty fo
rch
ildre
n of
dru
g an
d al
coho
l mis
usin
g pa
rent
s an
dfo
r pa
rent
ing
issu
es.
Job
desc
riptio
n.G
P
37.6
The
ser
vice
has
est
ablis
hed
links
and
pro
toco
lsw
ith th
e re
leva
nt s
ocia
l ser
vice
s de
part
men
t.3P
olic
ies
and
prot
ocol
s.M
Sec
tion
5: T
arge
t gro
up s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
10
7
37.7
Whe
re s
ervi
ces
are
bein
g pr
ovid
ed to
the
child
ren
of d
rug-
and
alco
hol-m
isus
ing
pare
nts,
a s
ervi
cesp
ecifi
catio
n fo
r th
ese
serv
ices
sho
uld
bede
velo
ped
in li
ne w
ith S
tand
ard
36.4
Ser
vice
spe
cific
atio
n.M
37.8
The
ser
vice
mai
ntai
ns a
ccur
ate
and
com
plet
ew
ritte
n re
cord
s.5
Ser
vice
use
r re
cord
.M
37.9
Ser
vice
s fo
r pr
egna
nt w
omen
: T
he s
ervi
ce h
ases
tabl
ishe
d jo
int w
orki
ng p
roto
cols
with
mat
erni
tyan
d ne
onat
al s
ervi
ces
and
soci
al s
ervi
ces
depa
rtm
ent c
hild
pro
tect
ion
team
s.
Wri
tten
prot
ocol
s.M
37.1
0T
he s
ervi
ce e
ncou
rage
s pr
egna
nt s
ervi
ce u
sers
tore
ceiv
e an
te a
nd p
ost-
nata
l car
e.6
Sta
ff /s
ervi
ce u
ser
inte
rvie
w, s
ervi
ce u
ser
reco
rd.
M
37.1
1S
taff
dem
onst
rate
com
pete
nce
in w
orki
ng w
ithpr
egna
nt s
ervi
ce u
sers
.S
taff
inte
rvie
w.
Tra
inin
g pl
an.
M
Gui
danc
e no
tes
1. T
his
polic
y sh
ould
cov
er•
proc
edur
es fo
r w
orki
ng w
ith d
rug
and
alco
hol m
isus
ing
pare
nts
•w
hat c
onst
itute
s a
child
‘at r
isk
of s
igni
fican
t har
m’ (
child
pro
tect
ion)
•w
hat c
onst
itute
s a
child
‘in
need
’ (ie
wou
ld b
enef
it fr
om e
xtra
hel
p fo
r th
e ch
ild o
r fa
mily
)•
shar
ing
info
rmat
ion
with
in th
e se
rvic
e•
shar
ing
info
rmat
ion
with
oth
er a
genc
ies
(in th
e be
st in
tere
st o
f the
chi
ld)
•cl
ient
acc
ess
to r
ecor
ds•
wor
king
with
oth
er s
ervi
ces.
(For
‘at r
isk’
” an
d “in
nee
d” p
leas
e re
fer
to g
uida
nce
note
s on
Sta
ndar
d 26
: You
ng P
eopl
e).
Sec
tion
5: T
arge
t gro
up s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
10
8
2. E
xam
ples
incl
ude
bein
g ab
le to
pro
vide
adv
ice
on p
aren
ting
skill
s or
to id
entif
y ch
ild p
rote
ctio
n co
ncer
ns.
3. T
hese
incl
ude
peop
le w
ho h
ave
had
a ro
le in
con
sulta
tion
and
agre
emen
t of p
olic
y an
d in
pro
visi
on o
f sup
port
and
adv
ice.
The
re s
houl
d be
sys
tem
s to
ale
rt, a
nd li
aise
with
, rel
evan
t soc
ial s
ervi
ces
depa
rtm
ent c
hild
pro
tect
ion
team
s on
issu
es o
f con
cern
reg
ardi
ngw
elfa
re o
f or
risk
to c
hild
ren.
4. A
lthou
gh c
hild
ren
may
not
be
usin
g dr
ugs,
a c
hild
-cen
tred
app
roac
h is
stil
l app
ropr
iate
.
5. T
hese
sho
uld
incl
ude
cont
act w
ith o
ther
age
ncie
s, e
g G
P, s
ocia
l ser
vice
s, lo
cal e
duca
tion
auth
ority
.
6. T
his
invo
lves
:•
mai
ntai
ning
link
s w
ith a
loca
l ran
ge o
f ser
vice
s fo
r fa
mili
es•
enco
urag
ing
clie
nts
to u
se a
nte-
nata
l ser
vice
s•
nom
inat
ing
a ke
ywor
ker
or s
peci
fied
mem
ber
of s
taff
to c
o-or
dina
te th
e pa
ckag
e of
car
e, in
clud
ing
ante
-nat
al a
nd s
ubst
ance
mis
use
com
pone
nts
• su
ppor
t with
an
appr
opria
te c
are
pack
age
incl
udin
g an
te-n
atal
ser
vice
s, s
ubst
ance
mis
use
serv
ices
, hea
lth v
isiti
ng, s
ocia
l ser
vice
s.
Ser
vice
s ar
e al
so a
dvis
ed to
ref
er to
the
SC
OD
A/L
GD
F g
uide
lines
Dru
g U
sing
Par
ents
: pol
icy
guid
elin
es fo
r in
ter-
agen
cy w
orki
ng (
1997
).
Cro
ss-r
efer
ence
sC
rite
ria 3
7.1,
37.
6 &
37.
9 w
ith S
tand
ard
15: P
olic
y an
d pr
oced
ures
Cri
teria
37.
1, 3
7.2,
37.
6 &
37.
9 w
ith S
tand
ard
17: C
onfid
entia
lity
and
the
right
of a
cces
s to
info
rmat
ion
Cri
terio
n 37
.3 w
ith S
tand
ards
26:
Car
e pl
anni
ng &
27:
Cas
e cl
osur
e/ tr
ansf
erC
riter
ia 3
7.4
& 3
7.11
with
Sta
ndar
ds 5
: Hum
an r
esou
rce
man
agem
ent -
gen
eral
, 7: H
uman
res
ourc
e pe
rfor
man
ce m
anag
emen
t sys
tem
s &
8:
Hum
an r
esou
rce
deve
lopm
ent
Cri
terio
n 37
.7 w
ith S
tand
ard
36: S
ervi
ces
for
child
ren
and
youn
g pe
ople
Sec
tion
5: T
arge
t gro
up s
tand
ards
Q
uAD
S O
rgan
isat
iona
l Sta
ndar
ds fo
r A
lcoh
ol a
nd D
rug
Tre
atm
ent S
ervi
ces
10
9
QuADS Organisational Standards for Alcohol and Drug Treatment Services
110
Appendix 1
Recommendations from the Department of Health to commissioning authorities as tothe services/outputs they should expect from providing agencies
Item formeasurement
Possible perfo rmance indicator
Outreach 1. Number of new clients contacted in a four week period (ie clients notseen by any other during the previous 3 months
2. Numbers of clients remaining in contact with worker longer than 3months
3. Numbers of clients referred per month to other services for help withdrug misuse problems
4. Cost per client contacted
GPs 1. Percentage of specialist service clientele registered with a GP2. Percentage of participating GPs with clear guidelines for “shared
care”, including well defined liaison arrangements3. Percentage of GPs prepared to take or undertaking shared care
responsibilities4. Percentage of specialist drug service clients cared for in general
practice5. Costs per GP-managed client
Pharmacies 1. Percentage of pharmacies participating in:• needle exchange• supervised consumption• offering advice
2. Numbers of exchange packs given out per month3. Numbers of needles/syringes sold to drug users per month4. Numbers of individuals using service (by gender)5. Number of pharmacies prepared to provide facilities for return of
used equipment6. Return rates of used equipment7. Cost per pack distributed
Arrest referral/cautioning/Probation
1. Number of clients who enter treatment following arrest referral2. Percentage of drug misusers cautioned for drugs offences, and the
percentage who are re-arrested for drugs offences followingcautioning*
*This indicator for consideration by DATs
Hepatitis B 1. Percentage of clients offered vaccination2. Percentage of clients reporting completed vaccination
QuADS Organisational Standards for Alcohol and Drug Treatment Services
111
Item formeasurement
Possible perfo rmance indicator
Syringe exchangeschemes
1. Percentage of injectors who report sharing injecting equipment inprevious 4 weeks *
2. Numbers of new attenders (ie those who have not used a schemein the past 3 months) per month
3. Numbers of exchange packs given out per month per client4. Numbers of individuals using service (by gender)5. Return rates of used equipment6. Numbers moving on to engage in treatment7. Percentage of staff trained in giving basic health checks8. Cost per registered client per month
*Health of the Nation Target
Counselling 1. Percentage of people working in drug services with accreditedcounselling qualifications or equivalent professional qualifications
2. Percentage of clients receiving counselling who reportimprovements in one or more of the three outcome domainsdefined by the Task Force
3. Cost per completed counselling course
Detoxification 1. Numbers of clients entering detoxification programs2. Percentage of patients (by main drug use) who complete
detoxification3. Percentage who attend follow up treatment4. Percentage of completers who remain drug free after:
• 3 months• 6 months• 1 yearrelated to main drug of use, location and type of detoxificationprogramme applied
5. Costs of detoxification per client completing
Methadonereduction
1. Numbers of clients entering reduction programmes2. Percentage who become drug free by:
• 3 months• 6 months• 1 year
3. Percentage of clients who report improvements in one or more ofthe three broad outcome domains defined by the Task Force
4. Number using other support eg Narcotics Anonymous or other selfhelp groups after completion of treatment
5. Cost of methadone reduction per client completing
Methadonemaintenance
1. Number of clients: taken into maintenance programmeretained at 1 year and average duration of retention
2. Percentage of clients who report improvement in one or more ofthe three broad outcome domains defined by the Task Force
3. Percentage of clients whose urine tests positive for opiates4. Cost per client per year
QuADS Organisational Standards for Alcohol and Drug Treatment Services
112
Item formeasurement
Possible perfo rmance indicator
Residentialrehabilitation
1. Percentage assessed within a defined period2. Percentage gaining admission during a defined period3. Percentage remaining in treatment after 4 weeks* by main drug
use (eg cocaine)4. Percentage successfully completing programme (by type of
programme and length)5. Percentage of clients who report improvement in one or more of
the three broad outcome domains defined by the Task Force6. Cost per completed programmes
* 4 week is suggested to enable comparison with NTORS therapeuticcommunities retention rate, but the period should be for local decision.
Inpatientdetoxification
1. Percentage successfully completing inpatient detoxification (bymain drug of use)
2. Percentage of clients who report improvements in one or more ofthe three broad outcome domains defined by the Task Force
3. Cost of inpatient detoxification per client (by main drug of use)
Interface betweenpurchasers andproviders
1. Quality standards in contracts for:• assessment of need (ie number of days from first contact to date
of appointment)• access to treatment within prescribed timetable
Training 1. Numbers of drug service managers who have received training inmanagement skills
(The Task Force to Review Services for Drug Misusers, 1999)
QuADS Organisational Standards for Alcohol and Drug Treatment Services
113
Appendix 2
SCODA Service users’ charter of rights and responsib ilities
A drug service user has both rights and responsibilities. The service provider has anobligation to make each of these explicit to the service user.
A service user has the right to:
• assessment of individual need (within a specified number of working days)• access to specialist services (within a maximum waiting time), and the right of immediate
access on release from prison• full information about treatment options and informed involvement in making decisions
concerning treatment• an individual care plan and participation in the writing and reviewing of that care plan• respect for privacy, dignity and confidentiality, and an explanation of any (exceptional)
circumstances in which information will be divulged to others• referral for a second opinion, in consultation with a GP, when referred to a consultant• a written statement of service user's rights• the development of service user agreements, specifying clearly the type of service to be
delivered and the expected quality standards• the development of advocacy• an effective complaints system• information about self-help groups and user advocacy groups.
A service user’s responsib ilities to the service provider include:
• observing "house" rules and behavioural rules, as defined by the service (eg not usingalcohol or drugs on the premises, treating staff with dignity and respect, and observingequal opportunities and no smoking policies)
• specific responsibilities within the framework of a care plan or treatment contract (egkeeping appointment times and observing medication regimes).
References
Task Force to Review Services for Drug Misusers Report of an independent review of drugtreatment services in England London: Department of Health 1996
Purchasing effective treatment and care for drug misusers: guidance for health authoritiesand social services departments London: Department of Health 1997
Enhancing Drug Services London: SCODA 1997
Getting drug users involved: good practice in local treatment and planning London:SCODA1997
QuADS Organisational Standards for Alcohol and Drug Treatment Services
114
Appendix 3
Ten Key Policy Principles for working with young drug misusers
We have distilled what we believe to be the ten key principles to be applied in working withyoung drug users. As a matter of good practice these should inform and underpin thedevelopment of drug services for young people.
1. A child or young person is not an adult.Approaches to young people need to reflect that there are intrinsic differences betweenadults and children, and between children of different ages. In all drug-related interactionsand interventions with young people under the age of 18, consideration will need to begiven to: differences in legal competence, age appropriateness, parental responsibility,confidentiality, and exposure to, as well as protection from, risk and harm.
2. The overall welfare of the individual child or young person is of paramountimportance.The overarching principle in this document, in accordance with the Children Act 1989 andthe UN Convention on the Rights of the Child 1989, is that of the welfare of the child. Allprofessionals and agencies offering services to young people should have the best interestsof the individual child as their primary concern. Each young person is unique and should beworked with on an individual basis. Putting the welfare of the child first and meeting theneeds of the individual child may require some flexibility in the responses of professionals,parents, services or other adults. Sector loyalties or service rivalries should not be allowedto dictate the development of services when the best interests of the young person are bestmet by joint working.
3. The views of the young person are of central importance, and should always besought and considered.Article 12 of the UN Convention on the Rights of the Child (1989) and the Children Act 1989place emphasis on the need for those taking decisions in relation to a child to ascertain thechild’s views and wishes. The child’s views should be listened to and given weight accordingto the child’s age and maturity. The expressed views or opinions of the child may, in somecases, not be the same as the professional assessment of their best interests. In suchinstances the child’s views and the child’s best interests must both be taken into accountand balanced in reaching a decision. Where a decision is made to act against the child’sdeclared wish, this should normally be discussed with the child and an explanation given.
4. Services need to respect parental responsib ility when working with a y oung person.Providers of services should remember that there will be an adult with parental responsibilityfor virtually every young client. The education, involvement and support of parents or carersmay be beneficial to successful work with young drug users, and parental consent may berequired before intervening.
5. Services should recognise the role of, and co-operate with, the local authority incarrying out its responsib ilities towards children and y oung people.Local authorities have a responsibility to ensure that appropriate services are provided forchildren in their area who are ‘in need’, and to investigate and protect children ‘at risk ofsignificant harm’. The young drug misuser is quite likely to be in one or both of thesecategories already and, therefore, protocols for liaison and joint working will need to beestablished between the local authority and the young people’s substance misuse service,whether it is a statutory or a voluntary sector service. Where a young person who is taking
QuADS Organisational Standards for Alcohol and Drug Treatment Services
115
drugs is not yet known to the local authority as ‘in need’ or ‘at risk’, providers shouldintervene appropriately and quickly to protect the present and future safety of the child, butshould not intervene unnecessarily in the lives of the young person and their family.
6. A holistic approach is vital at all levels, as young people’s problems do not respectprofessional boundaries.Multi-agency co-ordination, and consistent policies, need to be achieved at commissioning,planning and contracting levels, linking with Drug Action Teams, Area Child ProtectionCommittees, youth offending teams and Integrated Children’s Services Planning structuresas key strategic and policy-making bodies. Service provision should also be made through amulti-disciplinary approach within a team as part of a wider professional network within thechildren and family services infrastructure. Professional disciplines that may need to beinvolved include; drug and alcohol services, education and youth services, health and socialservices, child and adolescent mental health, voluntary sector agencies and criminal justiceagencies.
7. Services must be child-centred.Interactions and interventions must be appropriate to the age, maturity and level ofdevelopment of the individual child or young person. Their drug taking should be looked atwithin their wider personal, social and cultural background or circumstances. Servicesshould be attractive to young people, respecting their individual needs, lifestyle, gender,ethnicity, and beliefs. Consideration must be given to the accessibility of services to youngpeople particularly: opening times (whether during or after school hours); location (whetherseparate from adult services and in safe areas); age appropriate publicity and informationand ensuring contact with hard to reach young people.
8. A comprehensive range of services needs to be provided.Service provision in any local area must be able to respond to different patterns of drug andalcohol use and misuse by young people, by providing access to a wide range of drug-andalcohol-related interventions, as appropriate to each individual case. The range ofinterventions available should include: drug education, prevention programmes, advice,counselling, prescription and detoxification, rehabilitation, needle exchange services, as wellas information, advice and support for parents.
9. Services must be competent to respond to the needs of the young person.Staff in a young people’s drug service should be competent to work with children,adolescents and families, and with substance misuse. The competence of the service willalso depend on its use of a multi-disciplinary approach to meet complex needs, whetherthrough a range of professional skills within the staff team, or through use of expertisethrough joint working with other services.
10. Services should aim to operate, in all cases, according to the principles of goodpractice.Services must operate within the current legal framework, respect the underlying philosophyof the Children Act 1989 and the UN Convention on the Rights of the Child (1989). Theyshould also reflect accepted, evidence-based effectiveness. Services are responsible forbeing aware of the latest locally and/or nationally established policy and guidance onworking with young people who take drugs.
Taken from Young people and drugs: policy guidelines for drug interventions(SCODA/Children’s Legal Centre 1999)
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Appendix 4
Outcome domains defined in the “Effectiveness Review”
The Department of Health’s Task Force to Review Services for Drug Misusers’ Report of anindependent review of drug treatment services in England used three broad outcomedomains to define a series of outcome measures for drug services. These cover drug use,physical and psychological health, and social functioning and life context.
Outcome domain Measures
Drug use 1. abstinence from drugs2. near abstinence from drugs3. reduction in the quantity of drugs consumed4. abstinence from street drugs5. reduced use of street drugs6. change in drug taking behaviour from injecting to
oral consumption7. reduction in the frequency of injecting
Physical and psychologicalhealth
1. improvement in health2. no deterioration in physical health3. improvement in psychological health4. no deterioration in psychological health5. reduction in sharing injecting equipment6. reduction in sexual risk taking
Social functioning and lifecontext
1. reduction in criminal activity2. improvement in employment status3. fewer working/school days missed4. improved family relationships5. improved personal relationships6. domiciliary stability/improvement
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Appendix 5
The objectives of the second and third phases of QuADS
The objectives of the second phase of QuADS are:• To undertake a consultation on formal quality assessment systems, likely to be
appropriate for the kite-marking of alcohol and drug services against the standards.• To design a programme of support for alcohol and drug service managers to enable
them to implement the QuADS standards.• To identify and consult on key professional competencies of specialist staff in alcohol
and drug services.• To develop and pilot models for the accreditation of these workers (with partners such as
National Training Organisations).
QuADS standards will now be in two main parts: the organisational standards (this manual)and the professional competency standards developed in phase 2.
The proposed objectives of third phase of QuADS are:• Enhancing the quality of alcohol and drug services: This will involve further work on
organisational standards and the development and implementation of QuADS. Theimplementation work will involve designing and piloting a “minimum load” accreditationsystem for drug and alcohol services.
• Enhancing professional competency by further developing the QuADS professionalcompetency standards
• Enhancing the quality of trainers and training in substance misuse.
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