2022 Edition

Coaching, Support, and Education Services (CA-CSE) 7: Peer Support Services

The organization creates a safe, welcoming environment where individuals with lived experience can provide one another with emotional, informational, and practical support that is strengths-focused and person-driven.
NA The organization does not provide peer support services.


Viewing: CA-CSE 7 - Peer Support 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.
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
No Self-Study Evidence
No On-Site Evidence
  • Interviews may include:
    1. Program director
    2. Relevant personnel
    3. Individuals or families served
  • Observe facility


CA-CSE 7.01

The environment promotes a non-threatening, welcoming, and inclusive approach that fosters trust and engagement for all people.


Programs should provide an affirming, safe and welcoming environment for all people. Programs can help to signal that they provide an environment that is safe and welcoming, by posting “visual cues” of their commitment to equity, diversity, and inclusion in the reception or common area such as a copy of the nondiscrimination policy, culturally diverse décor, LGBTQ symbols, or posters and stickers promoting racial justice.


CA-CSE 7.02

Peer support services encourage:
  1. resiliency;
  2. recovery; 
  3. personal growth; 
  4. experiential learning;
  5. wellness; 
  6. self-efficacy; and
  7. personal choice.


CA-CSE 7.03

Individuals and families are given the opportunity for meaningful voice and choice in program activities and decision making including:
  1. participating in the development and enforcement of program rules;
  2. contributing to program design and decision making; and
  3. sharing feedback including dissatisfaction with aspects of the program.


The organization should have mechanisms in place to receive and respond to feedback to ensure contributions are meaningful. Individuals and families should be informed of how the organization will use their feedback and be made aware of any changes that were made in response to their input.


CA-CSE 7.04

Individuals are provided with:
  1. opportunities to participate in and contribute to the recovery community, including giving and receiving peer support;
  2. opportunities to engage with and contribute to the local community; and
  3. opportunities to develop and enhance positive personal and interpersonal skills and behaviours.
Examples: In regard to element (b), ways that individuals can contribute to the local community can include school, work, volunteering, and recreation.