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Private Draft QVM - Quality, Value, and Metrics
A program might be part of a larger organization that has established institutional codes of
conduct, in which case the program might adapt the more general code to reflect criteria
that are specific to its purpose and scope of services. Lawyers are bound by the code of
ethics of the professional organizations to which they belong, in addition to any ethical
codes established by other applicable regulatory bodies (e.g., state or national bar
associations). Non-credentialed staff might also be bound by ethical codes of other parent
organizations. The code of conduct for individual programs typically reflects standards for
behavior that are in concert with other ethical codes and those are generally enough to
apply to all staff within the program.
How is staff informed of the code of conduct?
Program staff members are typically informed of the code of conduct at the time of hire. In
addition, staff members might participate in periodic review of the code.
The program has a written process for managing complaints.
What is the quality program’s complaint process?
A quality program may be part of a larger association, in which case it has a complaint process that
uses established guidelines of the larger institution. For programs that are not part of a larger
institution, program businesses develop a procedure for addressing complaints from program staff
and from clients of the program. The procedure may include how a complaint can be made, how it
will be investigated, how a resolution will be decided, and how the complainant will be notified of
the outcome.
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A program might be part of a larger organization that has established institutional codes of
conduct, in which case the program might adapt the more general code to reflect criteria
that are specific to its purpose and scope of services. Lawyers are bound by the code of
ethics of the professional organizations to which they belong, in addition to any ethical
codes established by other applicable regulatory bodies (e.g., state or national bar
associations). Non-credentialed staff might also be bound by ethical codes of other parent
organizations. The code of conduct for individual programs typically reflects standards for
behavior that are in concert with other ethical codes and those are generally enough to
apply to all staff within the program.
How is staff informed of the code of conduct?
Program staff members are typically informed of the code of conduct at the time of hire. In
addition, staff members might participate in periodic review of the code.
The program has a written process for managing complaints.
What is the quality program’s complaint process?
A quality program may be part of a larger association, in which case it has a complaint process that
uses established guidelines of the larger institution. For programs that are not part of a larger
institution, program businesses develop a procedure for addressing complaints from program staff
and from clients of the program. The procedure may include how a complaint can be made, how it
will be investigated, how a resolution will be decided, and how the complainant will be notified of
the outcome.
29
