2022 Edition

Coaching, Support, and Education Services (CA-CSE) 6: Information and Referral Services

The organization provides information about available community resources and makes referrals or connections as appropriate to the individual’s or family’s identified needs.
NA The organization does not provide information or referral services.




Individuals and families who participate in Coaching, Support, and Education Services identify and build on strengths, develop skills, gain experiential knowledge, access appropriate community and social supports and resources, and improve functioning in daily activities at home, at work, and in the community.
Examples: When peers are delivering information and referral services, CA-CSE 7 must also be implemented. 
All elements or requirements outlined in the standard are evident in practice, as indicated by full implementation of the practices outlined in the Practice Standards.
Practices are basically sound but there is room for improvement, as noted in the ratings for the Practice Standards; e.g.,
  • Minor inconsistencies and not yet fully developed practices are noted; however, these do not significantly impact service quality; or
  • Procedures need strengthening; or
  • With few exceptions, procedures are understood by staff and are being used; or
  • For the most part, established timeframes are met; or
  • Proper documentation is the norm and any issues with individual staff members are being addressed through performance evaluations and training; or
  • Active client participation occurs to a considerable extent.
Practice requires significant improvement, as noted in the ratings for the Practice Standards. Service quality or program functioning may be compromised; e.g.,
  • Procedures and/or case record documentation need significant strengthening; or
  • Procedures are not well-understood or used appropriately; or
  • Timeframes are often missed; or
  • Several client records are missing important information; or
  • Client participation is inconsistent. 
Implementation of the standard is minimal or there is no evidence of implementation at all, as noted in the ratings for the Practice Standards; e.g.,
  • No written procedures, or procedures are clearly inadequate or not being used; or 
  • Documentation is routinely incomplete and/or missing.      
Self-Study EvidenceOn-Site EvidenceOn-Site Activities
  • Procedures for referring individuals to services
  • Crisis response procedures
  • Community resource and referral list
  • Interviews may include:
    1. Program director
    2. Relevant personnel
  • Review contact logs or other documentation of information and referrals provided, when applicable


CA-CSE 6.01

Individuals and families are promptly referred or connected to appropriate, culturally and linguistically responsive resources.


CA-CSE 6.02

The organization maintains, or has access to, an up-to-date list of reliable community resources that includes:
  1. name, location, and telephone number;
  2. contact person;
  3. services offered;
  4. languages offered;
  5. fee structure; and
  6. eligibility requirements.

Fundamental Practice

CA-CSE 6.03

Written procedures address the provision of information and referral services in crisis situations including:
  1. providing intervention and stabilization;
  2. connecting the individual to more intensive services; and/or
  3. contacting emergency responders as appropriate.
Examples: Crisis situations can include those involving victims of violence, individuals at risk for suicide, medical crises, child endangerment, and other emergency situations. Examples of what may be outlined in crisis response procedures can include, but are not limited to: 
  1. protective measures or special precautions related to inquiries from individuals involved in cases of domestic violence or other endangerment situations; 
  2. how to address individuals who wish to remain anonymous yet require direct intervention and stabilization services; 
  3. protocols on how to connect individuals and families to appropriate formal crisis intervention services or emergency responders; and
  4. guidance on mandatory reporting and the disclosure of suspected abuse or other criminal behaviour.