Page 26 - QVM - Quality, Value and Metrics - November 29, 2017 2
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QVM - Quality, Value, and Metrics
degree and type of supervision provided. Program businesses are encouraged to refer to
existing ABA policy documents when drafting their own guidelines for supervision. In addition,
program guidelines for supervision conform to legal mandates, as well as agency and school
district regulations.
How does the program assess whether supervision is appropriate for non-credentialed business?
Evaluation of the appropriateness of supervision could include things such as comparing logs of
supervision against established guidelines for supervision, obtaining feedback from businesses
supervised as well as from supervisors and evaluating legal outcomes of businesses served.
Modifications of supervision guidelines are data driven and are assessed on a periodic and
systematic basis.
The quality program has a written code of conduct for the ethical behavior of its staff.
What is the quality program’s code of conduct, and how was it developed?
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.
25
degree and type of supervision provided. Program businesses are encouraged to refer to
existing ABA policy documents when drafting their own guidelines for supervision. In addition,
program guidelines for supervision conform to legal mandates, as well as agency and school
district regulations.
How does the program assess whether supervision is appropriate for non-credentialed business?
Evaluation of the appropriateness of supervision could include things such as comparing logs of
supervision against established guidelines for supervision, obtaining feedback from businesses
supervised as well as from supervisors and evaluating legal outcomes of businesses served.
Modifications of supervision guidelines are data driven and are assessed on a periodic and
systematic basis.
The quality program has a written code of conduct for the ethical behavior of its staff.
What is the quality program’s code of conduct, and how was it developed?
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.
25
