2022 Edition

Program Administration (CA-PRG) 4: Technology-based Service Delivery

When engaging service recipients in technology-based service delivery, services are based on the needs of the service population and are provided by appropriately trained and licensed personnel.
NA The organization does not engage service recipients in technology-based service delivery.

Currently viewing: PROGRAM ADMINISTRATION (CA-PRG)

VIEW THE STANDARDS

Purpose

Service delivery practices guide the administration of safe, effective programs that respect personal dignity and self-determination.
Examples: Examples of different technologies that may be used include, but are not limited to: telephones/mobile phones, computers, tablets, videoconferencing, interactive messaging systems, or any other tool that allows personnel to see, hear, and/or interact with service recipients from a remote location and provide services at a distance.

Terms that are often used to refer to the delivery of services via technologies include, but are not limited to: telehealth, teleservices, telepractice, telemental health, telepsychiatry, mHealth, online therapy, distance counseling, internet- or web-based interventions, telephonic services, and digital services.
1
The organization's practices fully meet the standard, as indicated by full implementation of the practices outlined in the CA-PRG 4 Practice standards.
2
Practices are basically sound but there is room for improvement, as noted in the ratings for the CA-PRG 4 Practice standards.
3
Practice requires significant improvement, as noted in the ratings for the CA-PRG 4 Practice standards.
4
Implementation of the standard is minimal or there is no evidence of implementation at all, as noted in the ratings for the CA-PRG 4 Practice standards.
Self-Study EvidenceOn-Site EvidenceOn-Site Activities
  • List of services being provided via technology
  • Technology-based services policies
  • Technology-based services procedures
  • Criteria for assessing the appropriateness of technology-based services for individuals
  • Table of contents of training curricula
  • Information provided to service recipients to help them make an informed choice
  • Training curricula
  • Documentation tracking staff completion of required training
  • Documentation of licensure
  • Interviews may include:
    1. Program directors
    2. Relevant personnel
    3. Persons served
  • Review case records
  • Demonstration of technologies, if appropriate
  • Review personnel records

 

CA-PRG 4.01

The organization develops policies and procedures to guide technology-based service delivery that address:
  1. privacy and security measures specific to the service delivery model;
  2. the use of acceptable technologies, including personnel-owned devices if applicable; and
  3. collecting, storing, tracking, and transmitting information gathered electronically.
1
The organization's practices reflect full implementation of the standard.
2
Practices are basically sound but there is room for improvement; e.g.,
  • All elements of the standard are addressed, but some aspects of the policies/procedures need further development; or
  • With few exceptions, policies and procedures are understood by staff and are being implemented appropriately.
3
Practice requires significant improvement; e.g.,
  • Two of the elements are not fully addressed; or
  • One of the elements is not addressed all; or
  • Policies and procedures are not well-understood and/or implemented appropriately.
4
Implementation of the standard is minimal or there is no evidence of implementation at all.

 
Fundamental Practice

CA-PRG 4.02

For each individual, the organization:
  1. assesses the appropriateness of technology-based service delivery based on established criteria and suitability factors;
  2. monitors whether or not the service delivery model is effective; and
  3. arranges for services to be delivered in-person when necessary.
Note: Please see the Case Record Checklist for additional guidance on this standard.
1
The organization's practices reflect full implementation of the standard.
2
Practices are basically sound but there is room for improvement; e.g.,
  • The standard is met in practice, but procedures need minor clarification; or
  • In a few instances documentation in the client’s case record was not found.
3
Practice requires significant improvement; e.g.,
  • Procedures need significant strengthening; or
  • Procedures are not well-understood or used appropriately by personnel; or
  • In a significant number of instances documentation in the client’s case record was not found.
4
Implementation of the standard is minimal or there is no evidence of implementation at all.

 
Fundamental Practice

CA-PRG 4.03

Prior to engaging in technology-based service delivery, service recipients receive information needed to make an informed decision about engaging in the service including:
  1. the service provider’s physical location, contact information, and credentials;
  2. alternate methods of service delivery, including access to other service providers, in the event of a technological failure;
  3. privacy and confidentiality limitations associated with electronic communication;
  4. instructions on how to access services and use the technologies;
  5. risks and benefits associated with the service delivery model;
  6. emergency response procedures including verifying the person's current location for the purposes of emergency management;
  7. how personal information and data will be documented, stored, protected, and used; and
  8. under what conditions a referral for face-to-face services may be made.
Related Standards:
Note: Please see the Case Record Checklist for additional guidance on this standard.
1
The organization's practices reflect full implementation of the standard.
2
Practices are basically sound but there is room for improvement; e.g.,
  • The standard is met in practice, but procedures need minor clarification; or
  • In a few instances, required information was not provided to service recipients; or
  • In a few instances, documentation in the client’s case record was not found.
3
Practice requires significant improvement; e.g.,
  • Procedures need significant strengthening; or
  • In a significant number of instances, the information was not provided to service recipients; or
  • In a significant number of instances documentation in the client’s case record was not found. 
4
Implementation of the standard is minimal or there is no evidence of implementation at all.

 

CA-PRG 4.04

Personnel are trained on, or demonstrate competency in:
  1. use of equipment and software as appropriate to their position and the services provided;
  2. privacy and confidentiality issues specific to the service delivery model;
  3. recognizing and responding to emergency or crisis situations from a remote location; and
  4. engaging and building rapport with service recipients when communicating electronically.
Examples: Examples of equipment and software training topics include, but are not limited to:
  1. set up;
  2. features;
  3. maintenance;
  4. safety and security measures; and
  5. responding to technical matters (e.g., maintenance issues and troubleshooting) directly or by contacting the appropriate parties for assistance.
Examples: Regarding element (c), in the event of a medical emergency, personnel would need to know how and when to contact local emergency responders and/or service recipients’ emergency contacts.
1
The organization's practices reflect full implementation of the standard.
2
Practices are basically sound but there is room for improvement; e.g.,
  • The curriculum related to one of the elements is not fully developed or lacks depth; or
  • A few personnel have not been trained, but are scheduled to be trained.
3
Practice requires significant improvement; e.g.,
  • The curriculum related to two of the elements is not fully developed or lacks depth; or
  • Training does not address one of the elements at all; or
  • A significant number of staff have not been trained.
4
Implementation of the standard is minimal or there is no evidence of implementation at all.

 
Fundamental Practice

CA-PRG 4.05

Personnel only provide technology-based services to service recipients located in provinces and territories where they are appropriately licensed, if required.
1
The organization's practices reflect full implementation of the standard.
2
Practices are basically sound but there is room for improvement; e.g.,
  • While staff are appropriately licensed, legal requirements have not been recently reviewed; or
  • Procedures for documenting licensure need minor improvement.
3
Practice requires significant improvement; e.g.,
  • Documentation of staff licensure is missing or incomplete.
4
Implementation of the standard is minimal or there is no evidence of implementation at all; e.g.,
  • The organization is aware of compliance problems and is not working to remediate deficiencies; or
  • Staff report providing services to service recipients in provinces or territories where they are not appropriately licensed.