IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based...
74
STANDARDS MONITORING EVALUATION PERFORMANCE MEASUREMENTS AND ACCOUNTABILITY IN PROVIDING CONTRACTED CHILD CARE AN]) PROTECTION IN BRITISH COLUMBIA A RESEARCH PAPER Prepared for the GOVE INQUIRY INTO CHILD PROTECTION
Transcript of IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based...
![Page 1: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/1.jpg)
ST
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GO
VE
INQ
UIR
YIN
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CH
ILD
PR
OT
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TIO
N
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ert
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tela
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1995
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![Page 2: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/2.jpg)
AC
KN
OW
LED
GE
ME
NT
S:
Contributors
tothis
paperw
ere:B
rockE
nderton
Sharon
Samuels
Gerry
Schive
Cathy
Stooshnov
![Page 3: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/3.jpg)
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47
A.
B.
C D.
E.
49 50
Fede
ratio
nof
Chi
ldan
dF
amily
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vice
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tand
ards
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ldan
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outh
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ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
])A
CC
OU
NT
AB
ILIT
Y
1.0
EX
EC
TJT
WE
SIT
h4M
AR
Y
The
Min
istr
yo
fS
ocia
lS
ervi
ces
obta
ins
mos
to
fth
ech
ildw
elfa
rehe
lpby
purc
hase
of
serv
ice
from
prof
itan
dno
-pro
fitag
enci
es,
cont
ract
ors,
fost
erpa
rent
s,an
din
divi
dual
spr
ovid
ing
spec
ial
skill
san
dex
perie
nce.
The
curr
ent
min
istr
ybe
nchm
ark
isab
out
4,00
0co
ntra
cts
and
agre
emen
tsde
alin
gw
ithch
ildre
nan
dfa
mili
esat
anan
nuai
cost
of
$300
mill
ion.
The
min
istr
yco
ntra
cts
with
ava
riety
ofno
n-pr
ofit
and
prof
itag
enci
esto
help
child
ren
and
thei
rfa
mili
esac
quire
the
nece
ssar
ysk
ills
topr
ovid
epr
otec
tion
orac
hiev
eim
port
ant
lifes
kills
thro
ugh
coun
selli
ng,
hom
eca
re,
and
plac
emen
ts.
The
cont
ract
arra
ngem
ents
are
base
d
larg
ely
onth
etr
aditi
onal
mod
elw
here
bygo
vern
men
tbu
ysgo
ods
and
serv
ices
atth
elo
wes
t
pric
ean
dth
enm
aint
ains
“arm
’sle
ngth
”bu
sine
ssre
latio
nshi
psw
ithth
esu
cces
sful
bidd
ers
who
deliv
erth
ese
rvic
e.
Dur
ing
the
past
four
year
sth
ere
has
been
asi
gnifi
cant
incr
ease
inth
enu
mbe
ro
fdo
llar
valu
e
of
cont
ract
sis
sued
byth
em
inis
try.
For
exam
ple,
the
num
ber
ofch
ildca
rere
sour
ceco
ntra
cts
incr
ease
dfr
om1,
200
to1,
660
(38
per
cent
)an
dco
sts
incr
ease
dby
15pe
rce
nt.
Sim
ilarly
,
the
num
ber
of
cont
ract
sfo
rse
rvic
esto
supp
ort
fam
ilies
incr
ease
dfr
om60
7to
1,30
7(1
15pe
r
cent
)an
dco
sts
incr
ease
dby
71pe
rce
nt.
Ale
adin
gis
sue
iden
tifie
ddu
ring
the
exam
inat
ion
ofth
eco
ntra
ctw
ork
was
the
abse
nce
of
stan
dard
s,m
onito
ring,
eval
uatio
n,an
dpr
ogra
ms
tode
term
ine
valu
efo
rm
oney
.
The
abse
nce
ofcl
early
defin
edan
dco
mm
only
supp
orte
dst
anda
rds
prev
ents
mon
itorin
gan
d
eval
uatio
no
fch
ildan
dfa
mily
serv
ices
inB
ritis
hC
olum
bia.
This
inab
ility
toev
alua
te
deliv
ery
activ
ities
,co
mbi
ned
with
afra
gmen
ted
deci
sion
-mak
ing
and
adm
inis
trativ
esy
stem
unde
rmin
eef
forts
toen
sure
acco
unta
bilit
yo
fth
ose
resp
onsi
ble
for
mai
ntai
ning
the
wel
fare
and
prot
ectio
nof
child
ren.
GO
VE
Inq
uiry
Into
Ch
ildP
rote
ctio
n-
July
,19
95
![Page 5: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/5.jpg)
ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
])A
CC
OU
NT
AB
ILIT
Y
Afte
rm
orethan
10years
of
seekingto
defme
andreach
agreement
aboutstandards
thew
ork
remains
unfinished.This
unfinishedw
orkcontributes
tom
anyo
fthe
currentconcerns
raised
bythe
ministry
staff,contracted
agencyrepresentatives,
comm
unityinterest
groupsand
the
clientsw
hofo
rpuiposes
of
thispaper
arechildren.
Without
aset
of
acceptableand
recognizedstandards
thereis
nom
eaningfulevaluation
system,
andw
ithoutm
onitoringand
evaluationreports
thereis
now
ayto
determine
outcomes
of
thew
orkin
terms
of
providing“care”
and“caring”
tochildren,
qualityassurance
and
valuefo
rthe
money
usedby
them
inistry.
An
examination
of
thesubm
issionsprovided
tothe
Inquiryand
areview
of
comm
ents
presentedat
meetings
throughoutthe
province,clearly
showan
overwhelm
ingneed
to
providestandards
toensure
consistentlevels
of
service.There
isfu
llagreem
entam
ongall
thecare
providersthat
theuse
of
standardsw
ouldserve
asthe
foundationupon
which
evaluationm
odelscould
beused
todecide
whether
thehelp
orservice
providedto
children
exceeds,m
eets,or
fallsshort
of
provincialand
comm
unityexpectations.
Research
shows
anabundant
awareness
aboutthe
needto
providestandards.
Them
ain
blockageor
difficu
ltyin
acceptancein
British
Colum
biaappears
tobe
theinability
ofthe
ministry
tofinalize
thew
orkand
proceedw
ithim
plementation
orrecognize
andadopt
standardsalready
developedby
othersin
theprovince.
GO
VE
Inq
uiry
Into
Ch
ildP
rotection-
July,
19952
![Page 6: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/6.jpg)
ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
DA
CC
OU
NT
AB
ILIT
Y
The
urge
ncy
and
supp
ort
for
stan
dard
sar
efo
und
indo
cum
ents
,bo
thhi
stor
ican
dcu
rren
t,
subm
itted
toth
em
inis
try.
For
exam
ple,
aJu
ly19
94dr
aft
pape
rpr
epar
edby
the
Chi
ldan
d
You
thS
ecre
taria
tno
tes,
“th
ene
edfo
rco
mpr
ehen
sive
stan
dard
sin
child
and
yout
hse
rvin
g
prog
ram
sem
erge
das
the
unm
etch
alle
nge”
.’
The
exam
inat
ion
foun
dan
ongo
ing
effo
rtto
com
plet
ea
set
of
stan
dard
s,ho
wev
er,
for
a
num
ber
of
adm
inis
trat
ive
and
orga
niza
tiona
lre
stru
ctur
ing
reas
ons,
nom
eani
ngfu
lpr
ogre
ss
has
occu
rred
.
The
stud
yde
tenn
ined
that
stan
dard
sar
ere
quire
dno
wto
over
com
edi
fficu
lties
onqu
estio
ns
of
eval
uatio
ns,
mon
itorin
g,ac
coun
tabi
lity,
qual
ityas
sura
nce
and
valu
e-fo
r-m
oney
.
This
pape
rst
udie
sth
ene
edfo
rst
anda
rds
and
reco
mm
ends
anim
med
iate
solu
tion
base
don
the
cons
truct
ive
wor
kpr
epar
eddu
ring
the
past
deca
de.
Chi
ldan
dYo
uth
Secr
etar
iat.
P.1.
GO
VE
Inq
uiry
Into
Ch
ildP
rote
ctio
n-
July
,19
953
![Page 7: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/7.jpg)
ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
DA
CC
OU
NT
AB
ILIT
Y
1.1S
umm
aryo
fF
indings
1.There
isan
inabilityto
convertlegislative
policiesinto
standardsfor
child
welfare
andprotection
inthe
contractcom
munity.
2.D
uringthe
pastdecade
anum
bero
fw
ell-documented
andconstructive
papers
with
actionplans
andrecom
mendations
aboutstandards
were
preparedand
submitted
tothe
ministry
bya
wide-range
of
interestedgroups.
3.A
dministrative
andfm
ancialcontrols
existand
compliance
auditsare
conductedbut
thereis
noclear
focuson
standards,levels
ofservice
and
expectedoutcom
esby
which
tom
easurethe
successor
failureo
fthe
contractorto
dothe
work.
4.A
bsenceo
fstandards
preventsthe
ministry
fromdeterm
iningw
hetherthe
tax
payer,the
government,
them
inistry,the
comm
unity,the
contractedagency
or
individual,and
theclient
receivevalue
for
money
spenton
childservice
programs.
5.A
bsenceo
fstandards
andfailure
torecognize
andincorporate
theextensive
researchand
preparationw
orkto
datehas
resultedin
afragm
entedservice
deliveryprogram
.
6.A
nim
mediate
needexists
todevelop
performance
measurem
ents,based
on
childw
elfareand
protectionthat
canbe
usedto
monitor,
measure,
and
evaluateservices
inthe
contractsector.
GO
VE
Inq
uiry
Into
Ch
ildP
rotection-
July,
19954
![Page 8: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/8.jpg)
ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
])A
CC
OU
NT
AB
ILIT
Y
2.0
RE
CO
MM
EN
DA
TIO
NS
The
reco
mm
enda
tions
are
extra
cted
from
each
of
the
chap
ters
and
are
num
bere
dac
cord
ingl
y
for
dire
ctre
fere
nce
purp
oses
.-
6.1
AF
UL
LlIM
EE
FF
OR
TT
OD
EV
ELO
P,
SE
EK
JOIN
TA
GR
EE
ME
NT
,A
ND
IMP
LE
ME
NT
CH
ILD
AN
DF
AM
ILY
SE
RV
ICE
ST
AN
DA
RD
SF
OR
TH
E
CO
NT
RA
CT
CO
MM
UN
ITY
WIT
HIN
SIX
MO
NT
HS
OF
TH
ER
ELE
AS
EO
FT
HIS
RE
PO
RT
AS
AW
AY
OF
RE
CO
GN
IZIN
GT
HE
RE
PE
AT
ED
RE
CO
MM
EN
DA
TIO
NS
AN
DT
HE
EX
TE
NS
IVE
WO
RK
IND
EV
ELO
PIN
G
DR
AF
TS
TA
ND
AR
DS
FO
RC
ON
TR
AC
TR
ES
OU
RC
ES
INB
RIT
ISH
CO
LUM
BIA
BY
AV
AR
IET
YO
FS
OU
RC
ES
DU
RIN
GT
HE
PA
ST
10Y
EA
RS
.
6.2
DE
VE
LOP
TH
EC
RIT
ER
IAA
ND
PE
RF
OR
MA
NC
ELE
VE
LSN
EE
DE
DT
O
ME
AS
UR
ES
ER
VIC
ED
ELI
VE
RY
INT
ER
MS
OF
CA
RE
AN
DC
AR
ING
TO
ST
AR
TM
ON
ITO
RIN
G,
EV
AL
UA
TIN
G,
AN
DP
RO
VID
ING
CO
RR
EC
TIV
E
AC
TIO
NA
SN
EE
DE
DT
OE
NS
UR
EC
ON
SIS
TE
NT
AP
PLI
CA
TIO
NO
FT
HE
ST
AN
DA
RD
ST
HR
OU
GH
OU
TT
HE
PR
OV
INC
E.
6.3
INC
OR
PO
RA
TE
TH
ES
TA
ND
AR
DS
,M
ON
ITO
RIN
GA
ND
EV
AL
UA
TIO
NIN
AL
LC
ON
TR
AC
TS
AN
DE
NS
I.TR
ET
HA
TT
HE
WO
RK
ISC
ON
DU
CT
ED
AN
D
SE
MI-
AN
NU
AL
RE
PO
RTS
PR
EP
AR
ED
WIT
HC
OP
IES
TOT
HE
OFF
ICE
SO
F
TH
EC
HIL
D,
YO
UT
HA
ND
FA
MIL
YA
DV
OC
AT
E,
OM
BU
DS
MA
N,
AU
DIT
OR
GE
NE
RA
L,C
OM
PT
RO
LLE
RG
EN
ER
AL,
B.C
.P
UR
CH
AS
ING
CO
MM
ISS
ION
AN
DT
HE
LEG
ISLA
TU
RE
BY
WA
YO
FP
UB
LIC
ST
AT
EM
EN
TS
AN
DR
EP
OR
TS
BY
TH
EM
INIS
TE
R.
GO
VE
Inq
uiry
Into
Ch
ildP
rote
ctio
n-
July
,19
955
![Page 9: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/9.jpg)
ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
])A
CC
OU
NT
AB
ILIT
Y
6.5U
SE
TH
EE
XIS
TIN
GS
TR
UC
TU
RE
OF
TH
ET
RA
ININ
GO
FF
ICE
AN
DA
DD
RE
SO
UR
CE
SA
SN
EE
DE
DF
RO
MT
HE
OF
FIC
EO
FT
HE
AU
DIT
OR
GE
NE
RA
L
TO
INC
LU
DE
QU
AL
ITY
AS
SU
RA
NC
EP
RA
CTIC
ES
INA
LL
NE
WP
RO
GR
AM
S
AN
DE
NS
UR
ET
HA
TA
LL
LEV
ELS
OF
ST
AF
FD
EA
LIN
GW
ITH
CH
ILD
WE
LFA
RE
AN
DP
RO
TE
CT
ION
AR
EIN
CLU
DE
DIN
QU
AL
ITY
AS
SU
RA
NC
E
TR
AIN
ING
.
6.6P
RO
VID
ET
RA
ININ
GT
OT
HE
CO
NT
RA
CT
SE
CTO
RE
MP
LOY
EE
SA
ND
ME
MB
ER
SO
FT
HE
CH
ILD
AN
DY
OU
TH
CO
MM
ITT
EE
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ITH
TH
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SE
OF
JOIN
TP
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AM
SS
UC
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RK
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OP
MO
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SE
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YT
HE
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UIR
Y.
7.1D
ET
ER
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IFY
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GT
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NT
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IST
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OR
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SS
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IAT
ION
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DC
ON
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AC
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RS
.
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HE
MIN
IST
RY
OF
SO
CIA
LS
ER
VIC
ES
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IDE
AN
IND
EP
EN
DE
NT
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NIT
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ING
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EN
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SE
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E,
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AL
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E,
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ED
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ER
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ES
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ISH
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VE
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uiry
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ildP
rotection-
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RD
S,
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NIT
OR
ING
,E
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LU
AT
ION
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])A
CC
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NT
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ILIT
Y
9.2
TO
EX
PE
DIT
ET
HE
INT
RO
DU
CT
ION
OF
MO
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OR
ING
SE
RV
ICE
DE
LIV
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Y
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AL
ITY
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EM
INIS
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YU
SE
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XIS
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“TH
E
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ER
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NT
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NT
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AL
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RE
SID
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AR
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OM
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.
10.1
TH
EM
INIS
TR
YD
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ELO
PA
ND
BE
GIN
US
ING
EX
IST
ING
MO
DE
LSO
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RE
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NT
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RY
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MS
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TE
D
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IAT
IVE
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AN
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EN
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ES
.
12.1
US
ET
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ST
AN
DA
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SD
EV
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PE
DB
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HE
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UIR
YW
HIC
HA
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BA
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IES
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AN
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SA
SA
PR
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XT
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RS
.
13.1
TH
EG
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ER
NM
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T,
RE
PR
ES
EN
TIN
GT
HE
INT
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ES
TS
OF
AL
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TR
IES
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IDIN
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ELF
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PR
OT
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,D
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YS
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NIT
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OR
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AP
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CA
TIO
NO
F
ST
AN
DA
RD
ST
HR
OU
GH
OU
TT
HE
PR
OV
INC
E.
14.1
TH
EM
INIS
TR
YO
FS
OC
IAL
SE
RV
ICE
SU
ND
ER
TA
KE
TOP
UT
TH
E
MA
NU
AL
SO
N-L
INE
AN
DE
NS
UR
ET
HA
TU
PD
AT
ES
AR
EP
OS
TED
IMM
ED
IAT
EL
YA
ND
AR
EF
LAG
GE
DIN
SU
CH
AS
WA
YA
ST
OD
RA
W
AT
TE
NT
ION
TO
TH
EC
HA
NG
ES
.
GO
VE
Inq
uiry
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Chi
ldP
rote
ctio
n-
July
,19
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ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
DA
CC
OU
NT
AB
ILIT
Y
15.1T
HE
GO
VE
RN
ME
NT
WO
RK
TO
WA
RD
SA
PR
OG
RA
MT
OD
ELA
YE
R,
ST
RE
AM
LINE
,A
ND
CO
NS
OLID
AT
EC
HILD
WE
LFA
RE
AN
DP
RO
TE
CT
ION
PR
OG
RA
MS
TO
OV
ER
CO
ME
TH
EC
UR
RE
NT
SY
ST
EM
WH
ICH
ISB
AS
ED
ON
FR
AG
ME
NT
ED
AN
DD
IVID
ED
INT
ER
ES
TS
.-
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VE
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uiry
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hild
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ly,1995
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ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
])A
CC
OU
NT
AB
ILIT
Y
3.0
1]N
TR
OD
UC
TIO
N
Thr
ough
out
the
past
year
the
Inqu
iryha
sre
ceiv
edm
any
subm
issi
ons
rela
ting
toM
atth
ew’s
deat
h.Th
ese
subm
issi
ons
rais
edqu
estio
nsab
out
“key
wor
ds”
such
asst
anda
rds,
acco
unta
bilit
y,m
onito
ring,
qual
ityo
fpr
ogra
ms,
insp
ectio
nsan
dau
dits
.M
oreo
ver,
Mat
thew
’sde
ath
enco
urag
edth
epr
epar
atio
nof
man
yot
her
subm
issi
ons
and
pres
enta
tions
to
the
Inqu
iryan
da
larg
enu
mbe
rre
peat
edth
ese
key
wor
dsan
das
ked
the
Inqu
iryto
mak
e
reco
mm
enda
tions
toco
mpl
ete
the
wor
kon
stan
dard
s.
The
stud
yco
nsid
ers
the
exam
inat
ion
of
thes
eis
sues
anim
port
ant
part
of
the
back
grou
nd
rese
arch
wor
kas
man
yo
fth
eco
ncer
nsre
late
dire
ctly
toM
atth
ewan
dco
ntin
ueto
have
a
sign
ifica
ntef
fect
onth
eot
her
child
ren
who
requ
irehe
lpfo
rth
eir
wel
fare
and
safe
ty.
The
subm
issi
ons
and
pres
enta
tions
rece
ived
and
inte
rvie
ws
cond
ucte
dby
the
Inqu
iry’s
rese
arch
staf
fcl
early
poin
tto
the
need
topr
ovid
ean
swer
sto
ques
tions
abou
tst
anda
rds
and
the
rela
ted
issu
eso
fm
onito
ring,
eval
uatio
nan
dac
coun
tabi
lity.
The
subm
issi
ons
and
trans
crip
tso
fhe
arin
gsw
ere
anal
yzed
for
thei
r“k
eyw
ords
”to
dete
rmin
ece
rtain
com
mon
them
es.
The
sum
mar
yof
findi
ngs
for
wor
dssu
chas
acco
unta
bilit
y,st
anda
rds,
eval
uatio
n,m
onito
ring
and
qual
ityar
esh
own
inth
efo
llow
ing
char
t.N
ow
eigh
ting
has
been
give
nto
the
list,
how
ever
,th
isst
udy
has
mad
eev
ery
effo
rtin
this
pape
rto
reco
gniz
ean
dsu
mm
ariz
eth
em
ater
ial
cont
aine
din
the
subm
issi
ons.
6
GO
VE
Inq
uiry
Into
Chi
ldP
rote
ctio
n-
July
,19
959
![Page 13: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/13.jpg)
ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
])A
CC
OU
NT
AB
ILIT
Y
“KE
YW
OR
DS
”fflE
NT
IF~
IED
INS
UB
MIS
SIO
NS
AN
DP
RE
SE
NT
AT
ION
S
ST
AN
DA
RD
SA
CC
OU
NT
AB
ILITY
EV
AL
UA
TIO
NM
ON
ITO
RIN
GA
UD
ITQ
UA
LIT
Y
Ministry
of
Social
Services
2316
77
510
Contractors
916
1517
311
Independent11
278
71
4
FosterParents
56
11
02
Aboriginal/F
irstN
ationsPeoples
56
32
02
Unions/A
ssociations5
81
12
7
Municipal/P
ublicS
ervice1
40
10
3
Com
munity
Youth
Com
mittees
24
32
11
Hospital/P
ublic/Mental
Health
22
23
01
Youth
11
00
00
Academ
ic3
11
31
1
Totals:
Docum
ents67
9141
4413
42
Occurrences
176199
9183
3771
GO
VE
Inq
uiry
Into
Ch
ildP
rotection-
July,
199510
![Page 14: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/14.jpg)
ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
DA
CC
OU
NT
AB
ILIT
Y
The
mul
tiple
shift
sin
the
orga
niza
tiona
lst
ruct
ure
and
adm
inis
trat
ive
dire
ctio
nsha
vecr
eate
da
num
ber
of
unce
rtain
ties
inth
em
inis
try
whi
chha
vebe
com
ew
eakn
esse
sin
the
child
wel
fare
syst
em.
Sig
nific
ant,
amon
gth
ese
chan
ges
isth
ede
cisi
onto
cont
ract
out
orpr
ivat
ize
the
maj
ority
of
child
care
serv
ices
durin
gth
em
id-1
980’
s,a
deci
sion
tocr
eate
.fun
ctio
nal
offic
e
envi
ronm
ents
with
the
need
toha
vesp
ecia
lized
rath
erth
ange
nera
lists
inm
ost
offic
es,
and
the
cont
inue
dfra
gmen
tatio
no
fch
ildre
late
dpo
licie
san
dse
rvic
esdi
vide
dam
ong
six
min
istri
es.
Thr
ough
out
thes
ech
ange
sth
est
udy
has
foun
dw
eakn
esse
sin
prov
idin
gst
aff
and
cont
ract
ors
with
the
abili
tyto
bein
form
edab
out
polic
yan
dpr
ogra
mch
ange
sor
toco
mm
unic
ate
ina
mea
ning
ful
way
.
Lost
inth
esh
uffle
of
orga
niza
tiona
lan
dst
ruct
ural
chan
ges
isth
ene
edto
com
plet
eth
ew
ork
of
prod
ucin
gst
anda
rds
and
deve
lopi
ngth
eba
sis
of
eval
uatin
gan
dm
onito
ring
the
wor
kto
ensu
requ
ality
and
acco
unta
bilit
yo
fth
eco
ntra
cted
reso
urce
s.Th
est
udy
has
foun
dth
atth
e
curr
ent
way
of
oper
atin
gby
the
min
istr
ypr
even
tsdi
scre
tiona
ryap
plic
atio
nof
deci
sion
sby
the
field
staf
f.Th
ere
isa
relu
ctan
ceto
mak
ear
bitr
ary
and
unila
tera
lde
cisi
ons,
but
rath
era
fram
ewor
kex
ists
whi
chre
sults
in“p
assi
ng”
or“s
hifti
ng”
resp
onsi
bilit
ies
eith
erup
war
ds
thro
ugh
the
adm
inis
trativ
ela
yers
orou
twar
dsto
anot
her
agen
cy.
The
resu
ltis
that
the
lines
of
gove
rnan
ce,
auth
ority
,ac
coun
tabi
lity
and
resp
onsi
bilit
yar
ebl
urre
d.M
oreo
ver,
the
exam
inat
ion
show
sth
atth
em
ost
rele
vant
pers
ondo
esno
tha
veth
eab
ility
tom
ake
ade
cisi
on.
The
obje
ctiv
eis
tous
eth
ein
put,
rese
arch
and
anal
ysis
ofth
ein
form
atio
nto
the
Inqu
iryto
mak
ere
com
men
datio
nsth
atflo
wfr
omth
efin
ding
s.
6
GO
VE
Inq
uiry
Into
Ch
ildP
rote
ctio
n-
July
,19
9511
![Page 15: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/15.jpg)
ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
DA
CC
OU
NT
AB
ILIT
Y
4.0H
IST
OR
Y
Therequirem
entto
providestandards
was
identifiedin
theearly
1980’sas
thegovernm
ent
moved
towards
increasedcontract
arrangements
toprovide
services.C
autionsabout
thelack
of
standards,accountability
issues,levels
of
servicedelivery
andquality
of
servicew
ere
notedin
a1981
paperprepared
bythe
British
Colum
biaG
overnment
Em
ployeesU
nion
(BC
GE
TJ).The
papertitled,
“TheN
on-governmental
Social
Service
Delivery
System
of
British
Colum
bia”called
for
theneed
toset
standardsof
service.2
TheB
CG
EU
reportrecom
mended
asystem
of
qualityof
standardsto
assistw
iththe
measurem
entsof
accountability,quality
of
service,and
deliverylevels.
Arecom
mendation
todevelop
standardsw
ithinthe
ministry
isalso
providedin
the1990
Public
Report
ofthe
Om
budsman
“Public
Service
toC
hildren,Y
outhand
TheirF
amilies
in
British
Colum
bia;The
needfo
rintegration.
“Th
ereport
encouragesincreased
emphasis
on
standardsw
ithincontracts
toovercom
e“inadequately
definedcontractual
expectations”w
hich
didnot
assistor
guidefront-line
staffw
how
ereexpected
tom
onitorthe
program.
Once
again,this
shows
theim
portanceo
fproviding
contractorsw
ithappropriate
standards.
Theexam
inationhas
foundthat
without
thestandards
thereis
aproblem
with
incorrectuse
of
power
andauthority
byregional
directors,area
managers,
andeven
districtsupervisors
on
what
theInquiry
describesas
“managem
entby
personality”.
Furtherm
ore,the
1992A
uditorG
eneral’sR
eportreview
ingcontracted
residentialservices
alsoraised
theneed
for
ministry
standardsand
reported:
2B
ritishC
olumbia
Governm
entEm
ployees’U
nion(B
CG
EU
).D
ecember
1981.“The
nongovernm
entSocialService
Delivery
Systemof
British
Colum
bia.”.4
GO
VE
Inq
uiry
Into
Child
Protection
-Ju
ly,1995
12
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ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
DA
CC
OU
NT
AB
ILIT
Y
The
min
istr
ydo
esno
tha
vead
equa
tepr
oces
ses
toen
sure
that
itsre
side
ntia
lse
rvic
es
are
appr
opria
tean
dco
st-e
ffect
ive.
Toim
prov
eits
proc
esse
s,th
em
inis
try
need
sto
defin
eits
serv
ice
deliv
ery
expe
ctat
ions
mor
ecl
early
.It
then
need
sto
bette
r
com
mun
icat
eth
ose
expe
ctat
ions
toits
serv
ice
supp
liers
,an
dto
linlc
thos
eex
pect
atio
ns
toan
effe
ctiv
em
onito
ring
proc
ess.
3
The
1993
Rep
ort
oft
heC
omm
issi
ono
fIn
qu
iiyin
toth
eP
ublic
Ser
vice
and
Pub
licS
ecto
r
(Kor
bin
Com
mis
sion
)un
derto
oka
maj
orst
udy
into
the
use
of
cont
ract
ors
and
foun
dth
atth
e
abse
nce
of
stan
dard
sw
eake
ned
the
abili
tyto
asse
ssth
eef
fect
iven
ess
and
effic
ienc
yo
fth
eus
e
of
cont
ract
ors.
The
repo
rtfo
und
that
“insu
ffici
ent
atte
ntio
nha
sbe
enpa
idto
spec
ifyin
g
serv
ices
requ
ired
and
tom
onito
ran
dev
alua
teco
ntra
ctpe
rform
ance
s.4
The
exam
inat
ion
foun
dth
atfu
rthe
rw
ork
tode
velo
pan
dst
anda
rds
invo
lvin
gch
ildw
elfa
re
serv
ices
wer
eco
ntai
ned
inth
eA
pril
1994
wor
kpr
epar
edby
the
Fede
ratio
no
fC
hild
and
Fam
ilyS
ervi
ces
of
B.C
.an
dal
soth
e“
Dra
ftde
liver
yst
anda
rds
for
join
tlyfu
nded
serv
ices
toch
ildre
nan
dyo
uth”
prep
ared
byth
ew
orki
nggr
oup
ofgo
vern
men
tan
dco
ntra
ctor
repr
esen
tativ
esfo
rth
eC
hild
and
You
thS
ecre
taria
t.5
The
Fede
ratio
n’s
stan
dard
sar
ede
sign
edto
reco
gniz
eth
ecu
rren
t“b
est”
prac
tices
inth
efie
ld
of
child
and
fam
ilyse
rvic
e.Th
ese
stan
dard
s,ac
cord
ing
toth
eFe
dera
tion,
repr
esen
ton
eo
f
the
basi
cai
ms
of
deve
lopi
ng,
impl
emen
ting,
mon
itorin
g,an
dev
alua
tion
of
stan
dard
so
fca
re
for
agen
cies
and
stan
dard
so
fpr
actic
ew
ithin
the
field
ofhu
man
serv
ice.
~B
ritis
hC
olum
bia
Aud
itor
Gen
eral
.19
92.
Annu
alR
epor
tto
the
Legi
slat
ive
Asse
mbl
yof
Brit
ish
Col
umbi
a.P.
39.
~Pr
ovin
ceof
Brit
ish
Col
umbi
a.Th
eR
epor
tof
the
Com
mis
sion
ofIn
quiry
into
the
Publ
icSe
rvic
ean
dPu
blic
Sect
or.
~C
hild
and
Yout
hSe
cret
aria
t.P.
1.4
GO
VE
Inq
uiry
Into
Chi
ldP
rote
ctio
n-
July
,19
9513
![Page 17: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/17.jpg)
ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
DA
CC
OU
NT
AB
ILIT
Y
Thesestandards
providenot
onlythe
coreparts
butalso
detailsw
hichform
anim
mediate
startingpoint
for
imm
ediatediscussions
toprovide
thebasis
of
acceptableprovincial
standards.
TheC
hildand
Youth
Secretariat,
createdin
1991,identified
theneed
for
standardsas
a
priorityitem
.A
working
groupw
asform
edto
considerthe
needfo
rstandards
andprepare
a
reportbased
on:
oprinciples
onw
hichto
baseservice
delivery;
oa
seto
fstandards
for
serviceintegration
ofjoin
tlyfunded
programs;
oan
on-goingprocess
for
integratednon-governm
ent/government
service
standarddevelopm
ent;and
oan
on-goingprocess
toim
proveinternal
grievanceand
administrative
reviewprocesses.
GO
VE
Inq
uiry
Into
Child
Protection
-Ju
ly,1995
14
![Page 18: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/18.jpg)
ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
DA
CC
OU
NT
AB
ILIT
Y
The
1981
pape
rpr
epar
edby
the
BC
GE
Uca
utio
ned
that
“set
ting
of
stan
dard
sis
ofte
na
very
arbi
trar
ypr
oces
s.Th
epa
per
stat
es:
Nor
ms
ofte
nbe
com
eth
est
anda
rds,
ther
eby
mak
ing
qual
ityse
rvice
s~sy
nony
mou
sw
ith
acce
pted
prac
tices
.A
sgo
vern
men
tha
spl
ayed
the
maj
orro
lein
soci
alse
rvic
ede
liver
y
inth
epa
stfe
wye
ars,
itha
sbe
com
eth
est
anda
rdag
ains
tw
hich
tom
easu
requ
ality
for
man
ype
ople
.6
The
stud
yal
sofo
und
anu
mbe
ro
fin
stan
ces
inw
hich
repo
rtsan
dsu
bmis
sion
sw
ere
mad
eto
the
min
istr
yan
dno
actio
nw
asta
ken.
For
exam
ple,
the
Rep
ort
onth
eTa
skFo
rce
onth
e
Del
iver
yo
fHom
eS
uppo
rtS
ervi
ces
toth
eM
inis
try
ofS
ocia
lSer
vice
san
dH
ousi
ngw
as
com
plet
edin
1989
and
the
rere
com
men
datio
nsre
mai
nre
leva
ntto
day.
The
repo
rtan
dits
reco
mm
enda
tions
wer
epr
esen
ted
toan
ddi
scus
sed
with
the
min
istr
yre
pres
enta
tives
on
seve
ral
occa
sion
s.Th
ese
incl
uded
mee
tings
with
Fam
ilyan
dC
hild
ren’
sS
ervi
ces
inM
arch
,
1991
;an
assi
stan
tde
puty
min
iste
rin
Oct
ober
,19
92;
Fam
ilyan
dC
hild
ren’
sS
ervi
ces
in
Dec
embe
r19
92;
min
istr
yst
aff
inF
ebru
ary/
Mar
ch19
93;
and
the
Min
iste
rin
Aug
ust,
1994
.
Afu
rthe
rV
icto
riam
eetin
gw
itha
num
ber
of
repr
esen
tativ
eso
fth
eas
soci
atio
nis
plan
ned
in
July
1995
.
Thro
ugho
utth
eco
ntra
ctst
udy
proj
ect
ther
ew
asa
cons
iste
ntde
man
dfo
rst
anda
rds
asa
basi
s
ofp
rovi
ding
deta
ilsin
the
“Sch
edul
eA
”or
serv
ice
deliv
ery
parts
of
cont
ract
s.A
succ
essf
ul
pilo
tpr
ojec
tw
asst
arte
dby
agr
oup
of
north
ern
mem
bers
ofa
prov
inci
alas
soci
atio
nan
dth
eir
failu
reto
have
the
form
atad
opte
dou
tline
din
the
follo
win
gre
ason
s:
1.di
sagr
eem
ent
rega
rdin
gw
hich
cost
item
ssh
ould
bein
clud
edin
aco
stca
tego
ry;
6B
CG
EU
Op.
Cit.
P.11
.
GO
VE
Inq
uiry
Into
Chi
ldP
rote
ctio
n-
July
,19
9515
![Page 19: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/19.jpg)
ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
])A
CC
OU
NT
AB
ILIT
Y
2.significant
differencesin
them
ethodsused
byfunders
(ministries)
tocalculate
unitrates.
For
example,
SocialS
ervicesdivided
totalcosts
byactual
hourso
f
directclinical
services;other
ministries
lookedat
eachcost
category
individually;and,
3interest
increating
anintegrated
“Schedule
A”
was
lostdue
todiffering
prioritiesam
ongflanders.
For
example,
theM
inistryo
fH
ealthw
as
preoccupiedat
thetim
ew
ithN
ewD
irections.
A
GO
VE
Inq
uiry
Into
Ch
ildP
rotection-
July,
199516
![Page 20: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/20.jpg)
ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
DA
CC
OU
NT
AB
ILIT
Y
5.0
TH
EIS
SUES
The
stud
yha
sde
term
ined
that
ther
ear
esi
gnifi
cant
wea
knes
ses
inth
ear
eso
fm
onito
ring,
eval
uatin
g,an
dco
rrec
ting
child
wel
fare
and
prot
ectio
nw
ork
inB
ritis
hC
olum
bia
beca
use
of
the
lack
of
stan
dard
sfo
rco
ntra
cted
reso
urce
s.Th
efo
llow
ing
sum
mar
yan
ddi
scus
sion
list
is
desi
gned
tohe
lpw
ithth
eid
entif
icat
ion
of
the
lead
ing
issue
san
dre
com
men
dac
tions
to
over
com
eth
ew
eakn
esse
s.
ISS
UE
1:Th
eab
senc
eo
fun
iform
orco
mpr
ehen
sive
stan
dard
sin
child
wel
fare
.
Sum
mar
ydi
scus
sion
:
The
revi
ewte
amha
sst
udie
dth
eco
mpl
eted
wor
kin
the
area
ofst
anda
rds
for
cont
ract
edre
sour
ces
inB
ritis
hC
olum
bia
and
dete
rmin
edth
isis
sue
can
be
reso
lved
usin
gex
istin
gw
ork
with
afu
lltim
eef
fort
and
with
ina
time
of
six
mon
ths.
The
stud
ypr
opos
esa
mat
rixo
fco
mm
onar
eas
of
agre
emen
tas
the
star
ting
poin
tof
thes
edi
scus
sion
s.
4
GO
VEIn
qu
iry
Into
Ch
ildP
rote
ctio
n-
July
,19
9517
![Page 21: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/21.jpg)
STA
ND
AR
DS
,M
OM
TO
RIN
G,
EV
ALU
AT
ION
AN
])A
CC
OU
NT
AB
iLITY
ISS
UE
2:The
inabilityo
fprevious
effortsw
ithinthe
Ministry
of
Social
Services
and
acrossrelated
ministries
andcoordinating
groupsto
reachagreem
enton
practicestandards
forcontracted
resources.
Sum
mary
Discussion:
Thestudy
hasfound
alack
of
collegialor
co-operativeinfluences
between
the
ministry
of
interestedgroups
tom
oveforw
ardon
theim
portantissues
of
standardsfo
rcontracted
resources.The
studyis
unableto
determine
theroot
causeo
fthis
lacko
fco-operation
butit
isclear
fromthe
executivelevel
correspondencethat
offerso
fhelp
tocom
pletethe
work
havebeen
consistently
rejected.
ISS
UE
3:F
ailureo
fpolicies
andprocedures
toenable
theprofessional
worlcforce
touse
theirdiscretion
inm
akingdecisions.
Sum
mary
Discussion:
Social
workers
andcare
providersin
boththe
ministry
andcontracted
agencies
seekstandards,
policiesand
proceduresto
providethem
with
thediscretionary
opportunitiesto
dotheir
work
asprofessionals
without
constantconcern
about
theirw
orkefforts
beingoverruled.
Thereis
aneed
for
principle-based
professionaljudgement
inthe
dailyw
orko
fsocial
workers,
financialassistance
workers,
andtheir
colleaguesin
thecontract
comm
unity.
GO
VE
Inq
uiry
Into
Ch
ildP
rotection-
July,
199518
![Page 22: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/22.jpg)
STA
ND
AR
DS
,M
ON
ITO
RIN
G,
EV
ALU
AT
ION
AN
DA
CC
OU
NT
AB
ILIT
Y
ISS
UE
4:A
nad
min
istra
tive,
orga
niza
tiona
l,an
dop
erat
iona
lsy
stem
base
don
fragm
ente
d
wor
kan
dse
rvic
ede
liver
ypa
ttern
s.
Sum
mar
yD
iscu
ssio
n:-
The
exam
inat
ion
show
sth
atth
eco
mm
unic
atio
nlin
ksbe
twee
nan
dam
ong
the
min
istr
ies,
agen
cies
,co
ntra
ctor
s,ca
repr
ovid
ers,
child
ren
and
fam
ilies
as
clie
nts
are
fragm
ente
dan
dth
eav
aila
ble
info
rmat
ion
tom
aint
ain
aca
sefil
eis
ofte
nne
ither
shar
eddi
rect
lyno
rtra
nsfe
rred
whe
na
fam
ilym
oves
.Th
isal
so
occu
rsre
gula
rlyw
hen
staf
fre
spon
sibl
efo
rth
em
anag
emen
to
fth
eca
se
chan
ge.
Als
o,th
ere
are
nocl
ear
guid
elin
esto
enco
urag
eca
seco
nfer
ence
s,in
tera
genc
y
mee
tings
,an
dco
nsol
idat
edpo
licie
san
dpr
oced
ures
toas
sist
with
the
appl
icat
ion
of
stat
utor
ych
ildse
rvic
es.
And
,w
hen
case
conf
eren
ces
are
sche
dule
dit
isof
ten
that
the
mos
tcr
itica
lre
pres
enta
tives
,th
em
inis
try
soci
al
wor
kers
,ca
nnot
ordo
not
atte
ndan
dth
epl
anni
ngan
ddi
scus
sion
beco
me
mea
ning
less
,or
they
atte
ndan
dha
veal
read
yde
term
ined
wha
tis
goin
gto
be
the
case
plan
..
GO
VE
Inq
uiry
Into
Chi
ldP
rote
ctio
n-
July
,19
9519
![Page 23: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/23.jpg)
ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
DA
CC
OU
NT
AB
ILIT
Y
ISS
UE
5:Lack
of
models
tointegrate
servicesusing
co-operative,collegial,
orconsensus
approaches.
Sum
mary
Discussion:
Thereis
adisconcerting
anddom
inantcontrol
bythe
ministry
which
discouragesparticipation
andinteraction
bycontracted
agenciesw
hoprovide
them
ajorityo
fdirect
servicesand
usesim
pliedor
directthreat
of
losso
f
contractsas
areinforcem
enttool.
Information
israrely
forthcoming
fromthe
ministry
staffto
contractorsand
especiallyfoster
parents.
ISS
UE
6:B
rokenand
mis-m
atchedlines
of
accountabilitybecause
of
thediverse
interests
inservice
deliveryprogram
s.
Sum
mary
Discussion:
Thestudy
hasfound
ahigh
levelo
funcertainty
inthe
lineso
fgovernance
and
accountabilityo
fchild
careas
toactual
deliveryo
fservices
basedon
sharing
partnerships,com
munity
involvement,
directprovincial
participation,and
the
roleo
fthe
contractor.
For
example,
casem
anagement
isdescribed
asconsistently
poor.A
principal
reasongiven
isthat
ministry
socialw
orkersretain
theright
tocase
managem
entbut
actualplanning,coordination,
andm
anagement
fallsto
the
contractedagencies
bydefault.
Them
ajorproblem
isthat
accountabilityfo
r
thecase
managem
entportiono
fthe
work
doesnot
followto
thecontractors.
Theresult
isconfusion
onthe
parto
fthe
contractedagencies
asto
howfar
theycan
become
involvedin
casem
anagement
without
upsettingthe
ministry
staffand
resultingchallenges
which
occur.
GO
VE
Inq
uiry
Into
Ch
ildP
rotection-
July,
199520
![Page 24: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/24.jpg)
ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
DA
CC
OU
NT
AB
ILIT
Y
Min
istr
yso
cial
wor
kers
dono
tac
cept
that
they
shou
ldco
oper
ate,
how
ever
,
they
seek
and
dem
and
that
othe
rsco
oper
ate
with
them
,w
hich
resu
ltsin
one-
way
flow
of
info
rmat
ion.
The
min
istr
yha
sno
way
tode
term
ine
whe
ther
the
tax
paye
r,th
ego
vern
men
t,
the
min
istr
y,th
eco
mm
unity
,th
eco
ntra
cted
agen
cy,
and
the
clie
ntre
ceiv
e
valu
efo
rm
oney
spen
ton
child
serv
ice
prog
ram
s.
ISS
UE
7:M
onito
ring
Chi
ldW
elfa
rese
rvic
espr
ovid
edth
roug
hco
ntra
ct.
Sum
mar
yD
iscu
ssio
n:
Con
tract
ors
have
told
the
Inqu
iryas
part
of
the
rese
arch
and
info
rmat
ion
gath
erin
gw
ork
that
ther
ear
eno
mon
itorin
gor
eval
uatio
nto
ols
used
aspa
rto
f
the
cont
ract
revi
ewan
dye
tth
ese
sam
eco
ntra
ctor
sin
dica
teth
atth
ese
tool
sar
e
easi
lyav
aila
ble.
Kno
wle
dge,
skill
san
dex
perie
nce
exis
tto
prov
ide
eval
uatio
n
and
mon
itorin
gpl
ans
for
serv
ice
deliv
ery
prog
ram
s.Th
ere
sear
chha
sbe
en
done
and
the
met
hodo
logy
and
appl
icat
ions
are
avai
labl
e.Th
ere
isno
need
to
inve
ntne
won
es.
ISS
UE
8:S
PM
Han
dF
and
CS
appr
oach
esto
Qua
lity
Ass
uran
ce
Sum
mar
yD
iscu
ssio
n:
The
Pro
vinc
ial
Rev
iew
Team
cont
ract
edse
rvic
epr
ovid
esan
ongo
ing
mon
itorin
gov
ervi
ewo
fre
side
ntia
lho
mes
for
men
talh
ealth
patie
nts.
Ther
eis
noco
mpa
rabl
em
onito
ring
with
inth
eF
amily
and
Chi
ldS
ervi
ces
sect
ion
to
repo
rton
qual
ityas
sura
nce
mat
ters
.
4
GO
VE
Inq
uiry
Into
Ch
ildP
rote
ctio
n-
July
,19
9521
![Page 25: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/25.jpg)
STA
ND
AR
DS
,M
ON
ITO
RIN
G,
EV
ALU
AT
ION
AN
DA
CC
OU
NT
AB
ILITY
ISS
UE
9:A
uditorG
eneralV
alue-for-Money
report.
Sum
mary
Discussion:
TheO
fficeo
fthe
Auditor
General
isencouraging
ministries’to
takean
increasedleadership
rolein
seekingvalue
for
money
information
aspart
of
programevaluation
work.
TheA
uditorG
eneral’s1992
Report
onw
orko
fthe
Ministry
of
Social
Services
says:
Managing
socialservice
deliveryinvolves
fmding
theright
mix
of
differentkinds
ofservice
deliveryto
meet
theclient
needs,w
hile
making
thebest
useo
flim
itedresources.
One
keycom
ponentof
gettingthe
rightm
ixis
knowing
howw
ell
differentkinds
ofservice
deliveryactually
producethe
desiredbenefit
for
theclient:
inother
words
howeffective
arethey?
Theother
key
component
iscost:
howm
uchdid
them
inistryhave
topay
toget
the
amount
of
service.
Theinability
of
theA
uditorG
eneral’sstaff
toconduct
valuefor
money
audits
andto
focuson
childcare
issuesis
highlightedin
the1992
report.The
report
alsofinds
thatthe
ministry
monitors
primary
objectiveso
ftheir
programs
but
doesnot
addresseither
clientneeds
orcosts
of
producingprogram
sor
actual
benefits,client
satisfaction,w
orkingenvironm
ent,assets
andperform
ance
monitoring.
Thereport
concludesthat
while
thereis
agreement
within
the
ministry
thatm
onitoringshould
occur,there
islittle
centraldirection
onhow
it
shouldbe
carriedout.
GO
VE
Inq
uiry
Into
Child
Protection
-Ju
ly,1995
22
![Page 26: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/26.jpg)
ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
DA
CC
OU
NT
AB
ILIT
Y
Cur
rent
mon
itorin
gis
ofte
nin
form
al,
and
area
man
ager
san
dth
eir
staf
f
are
kirg
ely
left
tode
velo
ppr
oces
ses
asth
eyse
efit
.7
Ther
eis
anab
senc
eof
any
fram
ewor
kin
the
min
istr
yto
defe
rmin
ew
heth
eror
not
cont
ract
ing
gene
rally
,or
spec
ific
cont
ract
s,pr
ovid
ego
odva
lue
for
tax
dolla
rs.
~B
ritis
hC
olum
bia.
Offi
ceo
fthe
Aud
itor
gene
ral.
Ann
ualR
epor
tto
the
Legi
slat
ive
Asse
mbl
yof
Brit
ish
Col
umbi
a,Ju
ne19
92.
P.49
.
GO
VE
Inq
uiry
Into
Ch
ildP
rote
ctio
n-
July
,19
9523
![Page 27: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/27.jpg)
ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
DA
CC
OU
NT
AB
ILIT
Y
Thestudy
foundthat
theabsence
of
standardsand
thefragm
entationo
fservice
deliveryprogram
sunderm
ineany
comprehensive
auditand
evaluationsby
the
Office
of
theA
uditorG
eneral.W
ithoutthe
standardsthere
isno
focuson
child
welfare
andprotection
services.Therefore,
noopportunity
e3cistsfo
rthe
audit
comm
unityto
studylevels
of
servicequality,
responsivenessto
childneeds,
andvalue
form
oney.
TheO
fficeof
theA
uditorG
eneraland
associatedgroups
of
auditorsincluding
them
inistry’sinternal
auditors,the
auditorsw
iththe
Office
of
the
Com
ptrollerG
eneraland
independentauditors
usedby
thecontracted
agencies
areunable
toconduct
meaningful
work
with
outa
framew
orkof
standards.
Discussions
with
seniorprovincial
auditorssum
marized
valuefor
money
by
asking“d
oyou
knoww
hatstandard
of
serviceis
neededand
arepeople
gettingit?”
Theauditors
addedthat
standards,m
onitoring,and
evaluationare
keym
anagement
responsibilities.The
work,
however,
isnot
doneunless
there
areincentives.
Thereare
noexisting
rewards
todo
theevaluation
orvalue
for
money
auditsand
thereis
nopenalty
ifthe
work
isnot
done.
An
idealstarting
pointto
helpthe
auditand
evaluationw
orkif
forthe
ministry
tobegin
imm
ediatelyusing
the12
attributeso
feffectiveness
andefficiency,
promoted
bythe
Office
ofthe
Auditor
generalto
answer
questionsabout
value
for
money.
Details
aboutthe
12attributes
areprovided
inC
hapter10.0
Evaluation.
4
GO
VE
Inq
uiry
Into
Ch
ildP
rotection-
July,1995
24
![Page 28: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/28.jpg)
ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
])A
CC
OU
NT
AB
ILIT
Y
6.0
WH
AT
TH
EIN
QU
IRY
RE
AD
AN
])H
EA
RD
Inm
any
way
sth
eov
eral
lco
ncer
nw
asab
out
the
lack
of
stan
dard
sfo
rco
ntra
ctin
go
fch
ild
wel
fare
and
prot
ectio
nse
rvic
esw
hich
form
the
basi
so
fac
tiviti
esin
volv
ing
prog
ram
deliv
ery,
mon
itorin
g,ev
alua
tions
and
inte
r-m
inis
try
com
mun
icat
ions
.
The
cons
tant
them
eth
roug
hout
the
revi
eww
ork
isth
atth
eab
senc
eof
stan
dard
sis
reco
gniz
ed
asth
ele
adin
gpr
oble
m.
Whi
leth
epr
oble
mis
ackn
owle
dged
the
solu
tion
ism
ore
diff
icu
ltas
a
wid
e-ra
nge
of
inte
rest
grou
psan
das
soci
atio
nsha
vew
orke
dto
war
dsag
reem
ent
ona
set
of
stan
dard
sbu
tea
chap
proa
chto
wor
kw
ithth
em
inis
try
has
been
met
with
resi
stan
cean
d
ultim
atel
yfa
ilure
toad
vanc
eto
war
dsac
cept
edpr
ovin
cial
stan
dard
s.
Sen
ior
prov
inci
alau
dit
staf
fsu
mm
ariz
eth
ene
edin
aco
uple
of
appr
oach
esw
hich
shou
ld
form
the
begi
nnin
gpo
int.
The
first
isth
atst
anda
rds
are
the
mai
nfe
atur
eof
wha
tis
calle
dth
e
acco
unta
bilit
ylo
op.
Ful
lre
spon
sibi
lity
orac
coun
tabi
lity
for
anac
tivity
can
bem
onito
red
and
eval
uate
dw
hen
ther
ear
ecl
ear
stan
dard
sw
hich
incl
ude
prin
cipl
es,
proc
ess
and
prod
uct.
Sim
ilarly
stan
dard
sar
ede
scrib
edas
aw
ayo
fde
cidi
ngw
hat
isrig
ht,
writ
eit
dow
n,an
ddo
it. Rec
ogni
tion
of
the
need
sto
ensu
reth
atth
efr
ont
line
staf
fw
hode
liver
the
serv
ice
unde
rsta
nd
the
serv
ice
and
are
awar
eo
fth
eim
porta
ntro
les
that
they
have
toen
sure
that
qual
ityco
ntro
l
exis
ts.
The
need
sfo
rqu
ality
cont
rol
and
assu
ranc
esh
ould
befo
und
thro
ugho
utan
orga
niza
tion
and
not
limite
dto
a“m
issi
onst
atem
ent”
orco
rpor
ate
polic
y.
One
answ
eris
to
use
a“p
rinci
ples
”ap
proa
ch.
4
GO
VE
Inq
uiry
Into
Chi
ldP
rote
ctio
n-
July
,19
9525
![Page 29: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/29.jpg)
ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
])A
CC
OU
NT
AB
ILIT
Y
Thereis
full
agreement
onthe
requirement
thatthe
provincedefm
ecertain
minim
al
standards.In
preparingthe
standardsthere
isa
needto
separatethe
“care”and
“caring”
aspects.C
areis
tangibleand
easyto
measure
while
“caring”requires
professionaljudgement.
6.1R
EC
OM
ME
ND
AT
ION
:
AF
UL
LT
IME
EF
FO
RT
TO
DE
VE
LOP
,S
EE
KJO
INT
AG
RE
EM
EN
T,
AN
D
IMP
LE
ME
NT
CH
ILI)
AN
DF
AM
ILY
SE
RV
ICE
CO
NT
RA
CT
ING
ST
AN
DA
RD
S
WIT
HIN
SIX
MO
NT
HS
OF
‘1IiF~R
ELE
AS
EO
FT
HIS
RE
PO
RT
AS
AW
AY
OF
RE
CO
GN
IZIN
GT
HE
RE
PE
AT
ED
RE
CO
MM
EN
DA
TIO
NS
AN
DT
HE
EX
TE
NS
WE
WO
RK
IND
EV
EL
OP
ING
DR
AF
TS
TA
ND
AR
DS
FO
RC
ON
TR
AC
TR
ES
OU
RC
ES
IN
BR
ITIS
HC
OL
UM
BIA
BY
AV
AR
IET
YO
FS
OU
RC
ES
DU
RIN
GT
HE
PA
ST
10
YE
AR
S.
6.2R
EC
OM
ME
ND
AT
ION
:
DE
VE
LO
PT
HE
CR
ITE
RIA
NE
ED
ED
TO
ME
AS
UR
ES
ER
VIC
ED
EL
IVE
RY
IN
TE
RM
SO
FC
AR
EA
ND
CA
RIN
GT
OP
RO
V]D
EA
ST
AR
TIN
GP
OIN
TT
O
MO
NIT
OR
,E
VA
LU
AT
E,
AN
DP
RO
VID
EC
OR
RE
CT
IVE
AC
TIO
NA
SN
EE
DE
DT
O
EN
SU
RE
TH
AT
TH
ES
TA
ND
AR
DS
FO
RC
ON
TR
AC
TR
ES
OU
RC
ES
AR
EA
PP
LIE
D
CO
NS
IST
EN
TLY
TH
RO
UG
HO
UT
TH
EP
RO
VIN
CE
.
GO
VE
Inq
uiry
Into
Ch
ildP
rotection-
July,1995
![Page 30: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/30.jpg)
ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
DA
CC
OU
NT
AB
ILIT
Y
6.3
RE
CO
MM
EN
DA
TIO
N:
INC
OR
PO
RA
TE
TH
ES
TA
ND
AR
DS
,M
ON
ITO
RIN
GA
ND
EV
AL
UA
TIO
NIN
AL
L
CO
NT
RA
CT
SA
ND
EN
SU
RE
TH
AT
TH
EW
OR
KIS
CO
ND
UC
TE
DA
ND
SE
MI
AN
NU
AL
RE
PO
RT
SP
RE
PA
RE
DW
ITH
CO
PIE
ST
OT
HE
OF
FIC
ES
OF
TH
E
CH
ILD
,Y
OU
TH
AN
DF
AM
ILY
AD
VO
CA
TE
,O
MB
UD
SM
AN
,A
UD
ITO
R
GE
NE
RA
L,
CO
MP
TR
OL
LE
RG
EN
ER
AL
,B
.C.
PU
RC
HA
SiN
GC
OM
MIS
SIO
NA
ND
TH
EL
EG
ISL
AT
UR
EB
YW
AY
OF
PU
BL
ICS
TA
TE
ME
NT
SA
ND
RE
PO
RT
SB
YT
ILE
MIN
IST
ER
.
6.4
RE
CO
MM
EN
DA
TIO
N:
US
ET
HE
EX
IST
ING
ST
RU
CT
UR
EO
FT
HE
TR
AIN
ING
OF
FIC
EA
ND
AD
D
RE
SO
UR
CE
SA
SN
EE
DE
DF
RO
MT
HE
OF
FIC
EO
FT
HE
AU
DIT
OR
GE
NE
RA
LT
O
INC
LU
DE
QU
AL
ITY
AS
SU
RA
NC
EP
RA
CT
ICE
SIN
AL
LN
EW
PR
OG
RA
MS
AN
D
EN
SU
RE
TH
AT
AL
LLE
VE
LSO
FM
INIS
TR
YA
ND
CO
NT
RA
CT
ED
ST
AF
F
DE
AL
ING
WIT
HC
HIL
DW
EL
FA
RE
AN
DP
RO
TE
CT
ION
BE
INC
LU
DE
DIN
TH
E
QU
AL
ITY
AS
SU
RA
NC
ET
RA
ININ
G.
6.5
RE
CO
MM
EN
DA
TIO
N:
PR
OV
IDE
TR
AIN
ING
TO
TH
EC
ON
TR
AC
TS
EC
TO
RE
MP
LOY
EE
SA
NI)
ME
MB
ER
SO
FT
HE
CH
ILD
AN
DY
OU
TH
CO
MM
ITT
EE
SW
ITH
JOIN
T
PR
OG
RA
MS
SU
CH
AS
TH
EW
OR
KS
HO
PM
OD
EL
US
ED
BY
TH
EIN
QU
IRY
.
GO
VE
Inq
uiry
Into
Ch
ildP
rote
ctio
n-
July
,19
9527
![Page 31: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/31.jpg)
ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
DA
CC
OT
JNT
AE
ILIT
Y
7.0A
CC
O{JN
FA
BIL
ITY
An
increasedidentification
of
thesocial
worker
with
thecom
munity
isa
recurringthem
e
throughoutthe
submissions
andreview
of
publichearings.
Asubm
issions~im
marizes
the
generalthem
eby
writing:
Acom
munity-based
teamapproach
would
alleviatem
anyo
fthe
problems.
Services
couldbe
more
effectivelycoordinated,
information
couldbe
sharedappropriately
and
accountabilityw
ouldbe
more
clear.Fam
iliesw
ouldbe
more
willin
gto
engagew
ith
theM
inistryo
fS
ocialS
ervices’social
workers
ifthey
were
seenas
onlypart
of
a
broaderpicture,
andif
theyw
ereknow
nas
caringindividuals
within
thecom
munity.
Theexam
inationraises
acritical
question.W
hois
ultimately
responsiblefo
rchild
welfare
andprotection
inB
ritishC
olumbia?
While
onthe
surfacethe
answer
seems
reasonableto
assume
theprovince
isresponsible
andthe
Ministry
ofS
ocialS
ervicesaccountable.
In
practicalterm
sthese
questionsabout
responsibilityand
accountabilityare
sharedam
onga
number
of
ministries
andagencies.
Therefore,the
answer
tothe
questionis
thatthere
isno
onegroup
orcentre
offocus
with
them
andateto
beheld
accountablefo
rchild
welfare
and
protection.
4
GO
VE
Inq
uiry
Into
Child
Protection
-July,
1995
![Page 32: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/32.jpg)
ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
DA
CC
OU
NT
AB
ILIT
Y
The
stud
yha
sde
term
ined
that
ther
ear
em
any
brea
ksin
the
cont
inuu
mo
fac
coun
tabi
lity
and
resp
onsi
bilit
yw
hich
star
tsw
ithth
est
atut
ory
oblig
atio
nso
fth
epr
ovin
cean
dM
inis
try
of
Soc
ial
Ser
vice
sto
help
child
ren
and
fam
ilies
and
conc
lude
sw
ithth
eac
tual
deliv
ery
of
the
help
byth
eco
ntra
cted
agen
cies
orm
inis
trie
sot
her
than
Soc
ial
Ser
vice
ssu
chas
Wom
en’s
Equ
ality
,w
hich
isno
wre
spon
sibl
efo
rtr
ansi
tion
hous
es.
As
are
sult
the
lines
of
gove
rnan
ce,
auth
ority
,ac
coun
tabi
lity
and
resp
onsi
bly
are
blur
red.
This
blur
ring
lead
sto
anu
mbe
ro
fw
eakn
esse
sin
serv
ice
deliv
ery
man
agem
ent
and
prev
ents
acl
ear
deci
sion
-mal
dng
proc
ess
and
inth
eca
seo
fth
elin
ew
orke
rsin
hibi
tsth
eus
eo
fth
eir
prof
essi
onal
disc
retio
nto
help
child
ren.
For
exam
ple,
the
exis
ting
man
date
isco
ntra
dict
ory
and
the
staf
fan
dth
epu
blic
are
left
not
know
ing
whe
reac
coun
tabi
lity
and
resp
onsi
bilit
yst
art
oren
d.Th
eke
yqu
estio
nis
to
dete
rmin
ean
dst
ate
clea
rlyw
heth
erso
cial
wor
kers
are
man
date
dto
serv
eth
ene
eds
of
child
orth
efa
mily
.A
ttem
pts
tose
rve
both
the
child
and
the
fam
ilyle
ads
toco
nfus
ion
and
unce
rtain
ties
inth
ede
liver
yof
serv
ices
and
case
man
agem
ent.
Ther
eis
anon
goin
gre
ques
tin
the
subm
issi
ons
whi
chre
ques
tsa
clea
rde
finiti
onof
the
exte
nt
tow
hich
soci
alw
orke
rsar
ehe
ldpe
rson
ally
resp
onsi
ble
for
the
actio
nsta
ken
byth
eir
clie
nts.
4
GO
VE
Inq
uiry
Into
Ch
ildP
rote
ctio
n-
July
,19
9529
![Page 33: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/33.jpg)
ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
DA
CC
OU
NT
AB
ILIT
Y
7.1R
EC
OM
ME
ND
AT
ION
:
DE
TE
RM
INE
AN
DA
DH
ER
ET
OC
LE
AR
PO
LICIE
SID
EN
TIF
YIN
GW
HO
IS
AC
CO
UN
TA
BL
EF
OR
CH
ILD
PR
OT
EC
TIO
NA
ND
EN
DT
HE
UN
CE
RT
AIN
TIE
S
AB
OU
TR
ES
PO
NS
IBIL
ITY
AN
DA
CC
OU
NT
AB
ILIT
YW
HIC
HE
XIS
TT
OD
AY
AM
ON
GT
HE
GO
VE
RN
ME
NT
MIN
IST
RIE
S,
MIN
IST
RY
ST
AF
F,
CO
OR
DIN
AT
ING
GR
OU
PS
,A
SS
OC
IAT
ION
S,
AN
DC
ON
TR
AC
TO
RS
.
GO
VE
Inq
uiry
Into
Ch
ildP
rotection-
July,1995
30
![Page 34: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/34.jpg)
ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
DA
CC
OU
NT
AB
ILIT
Y
8.0
ST
AN
DA
RD
S
The
Inqu
irybe
lieve
sth
atit
can
have
aus
eful
role
inde
term
inin
gth
eis
sue
ofst
anda
rds
for
cont
ract
ors
with
inan
acce
ptab
letim
efra
me.
As
outli
ned
inth
ean
alys
isan
d
reco
mm
enda
tions
ther
eis
ane
edfo
ra
full-
time
effo
rtby
publ
ican
dpr
iva~
ese
ctor
grou
ps
wor
king
toge
ther
with
com
mun
ityre
pres
enta
tives
toco
mpl
ete
ase
to
fst
anda
rds.
Our
stro
ng
sugg
estio
nis
that
thes
est
anda
rds
beap
plie
dfo
rth
efir
stye
aran
dth
enre
visi
ted
for
adju
stm
ents
asne
eded
.W
edo
not
belie
veth
atre
new
edw
ork
tow
ards
prov
inci
alst
anda
rds
in
child
wel
fare
and
prot
ectio
nw
ifipr
ovid
ean
ygr
eate
rcl
arity
and
acce
ptan
ceth
anth
e
reco
gniti
ono
fth
eva
luab
lew
ork
toda
te.
Acc
ordi
ngly
the
Inqu
iryha
sco
nduc
ted
ath
orou
ghre
view
of
the
draf
tst
anda
rds
prep
ared
by
anu
mbe
ro
fin
tere
sted
grou
ps.
Thes
est
anda
rds
have
been
stud
ied
onth
eba
sis
ofp
oint
so
f
gene
ral
agre
emen
tw
ithin
usin
gth
ree
key
cate
gorie
sof
prin
cipl
es,
proc
esse
s,an
dou
tcom
es.
4
GO
VE
Inq
uiry
Into
Chi
ldP
rote
ctio
n-
July
,19
9531
![Page 35: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/35.jpg)
ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
])A
CC
OU
NT
AB
ILIT
Y
8.1P
RIN
CIP
LES
Recognition
thatabuse
andneglect
isan
actionthat
ishurtful,
damaging
ortraum
atic
toa
childeither
physicallyor
emotionally.
Acknow
ledgement
of
theright
of
British
Colum
biachildren
tocare
andcaring
andthe
responsibilityo
fthe
provinceto
ensurethat
aconsistent
standardo
fquality
careand
caringis
provided.
8.2P
RO
CE
SS
ES
TheM
inistrym
ustinform
thepublic
abouthow
toreport
childw
elfareconcerns
and
respondpositively
andappropriately,
includingreporting
backto
complainants
with
more
information
thanis
givenat
present.
Use
of
acom
munity-based
teamapproach
toco-ordinate
services,share
information,
andm
anagecases
cooperatively,and
seekw
aysto
includethe
client.
8.3O
UT
CO
ME
S
Agovernm
entsponsored
andaccountable
systemw
hichrecognizes
theneed
fordirect
careo
fthe
physicalw
ell-beingo
fthe
childand
theongoing
caringo
fthe
emotional
needso
fthe
child.
4
GO
VE
Inq
uiry
Into
Ch
ildP
rotection-
July,
199532
![Page 36: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/36.jpg)
ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
DA
CC
OU
NT
AB
ILIT
Y
Ale
vel
of
serv
ice
that
invo
lves
qual
ity,
effic
ienc
yan
dis
effe
ctiv
ein
help
ing
the
child
toth
yto
avoi
dm
ore
com
plic
ated
and
cost
lyca
rene
eds
inth
efu
ture
bybe
com
ing
a
usef
ulco
ntrib
utor
toso
ciet
y.In
effe
ctiv
eth
eob
ject
ive
isto
prev
ent
the
Min
istr
yo
f
Soc
ial
Ser
vice
sch
ild-in
-car
ein
divi
dual
beco
min
gth
eev
entu
alre
spon
sibi
lity
of
the
Min
istr
yo
fA
ttorn
eyge
nera
las
ayo
ung
pers
onin
cust
ody.
GO
VE
Inq
uiry
Into
Ch
ildP
rote
ctio
n-
July
,19
9533
![Page 37: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/37.jpg)
ST
AN
I)AR
DS
,M
ON
ITO
RIN
G,
EV
AL
UA
TIO
NA
M)
AC
CO
UN
TA
BIL
ITY
Thestudy
examined
thew
orkto
dateto
providew
ithm
inistryw
itha
seto
fstandards
to
assistw
ithw
orkin
contractedservice
deliveryprogram
s.The
following
matrix
representsa
consolidationo
fm
ucho
fthe
work.
Details
areprovided
inthe
appendicesto
thereport.
CH
AR
T2PR
INC
IPLE
SP
RO
CE
SS
ES
OU
TC
OM
ES
•T
ha
teach
child
hasT
heprovision
of
service
sis
mo
stE
valuationunique
needsand
mu
stsu
ccessfu
lw
he
nthe
follo
win
gconditions
•P
rovideadequate
guidelinesand
fundingbe
trea
ted
with
resp
ect
aree
vide
nt:
toensure
programevaluations
areand
dig
nity.
completed
onthe
basiso
fw
he
the
ra
•a
co-m
an
ag
em
en
tp
roto
col
isin
placeservice
providedhas
beenin
the
child
’s•
Th
at
com
mu
nitie
shave
allo
win
gfo
rin
pu
tin
toS
chedule‘A
’best
inte
rest.
ano
blig
atio
nto
sup
po
rte
xpe
ctatio
ns
andse
rvices
bythe
child
ren
,co
ntra
cting
ag
en
cy;C
om
mu
nica
tion
•T
hem
ost
effe
ctivep
artn
ersh
ips
arethose
•T
ha
tse
rvicep
rovid
ers
•there
isa
com
mitm
en
tto
disputew
hich
areco
mm
itted
toco
mm
un
icatio
nare
ane
xpre
ssion
of
me
dia
tion
be
twe
en
asocial
wo
rker
andm
utualre
spe
ct.In
com
mu
nitie
sth
eir
com
mu
nitie
sand
andth
ea
ge
ncy;
wh
ere
thisis
evid
en
tb
etw
ee
nM
inistry
go
vern
me
nt’s
ob
liga
tion
andagency,
childrenb
en
efit
from
am
oreto
sup
po
rtch
ildre
n.
•there
isa
reg
ula
rre
view
of
clientson
cohesiveand
resp
ectfu
lse
rvice.
caseloads;•
Th
at
the
go
vern
me
nt
Planning
hasa
resp
on
sibility
to•
thereis
alia
ison
socialw
orke
r•
Inte
rme
dia
teand
long-rangeco
ntra
ctsare
providesu
fficien
tattached
toth
ep
rog
ram
;essential
toplan
ap
pro
pria
tely
for
children.resources
top
rote
ctch
ildre
nand
tosu
pp
ort
•a
casem
anageris
clea
rlyid
en
tified
;A
na
ge
ncy
can,and
does,lose
aco
mm
un
ities
inth
eir
and,co
ntra
ctbecause
ithas,
for
some
wo
rk,u
nkn
ow
nreason,
faile
dto
pleasethe
•o
pp
ortu
nitie
se
xistfo
rjo
int
trainingM
inistry.
The‘fear
of
retrib
utio
n’
isand
staff
de
velo
pm
en
t,so
me
thin
ga
llcon
tracte
dagencies
livew
ith.
The
abovein
form
atio
nco
me
sfro
ma
varie
tyo
fsources,
inclu
din
gth
eF
ederationof
Child
andF
amily
Services
of
British
Colum
bia.S
trate
gic
Plan
1993;T
heC
hildand
Yo
uth
Se
creta
riat.
Delivery
Sta
nd
ard
sfo
rJo
intly
Funded
Services
toC
hildrenand
Yo
uth
IDR
AF
TI.
July
19
94
;T
heB
ritishC
olumbia
Go
vern
me
nt
Em
ployeesU
nion.S
ubmission
toth
eIG
ove
lInquiry
intoC
hildP
rote
ctio
n.
Ja
nu
ary
1995;T
heH
ome
Su
pp
ort
Asso
ciatio
no
fB
.C..
Report
of
the
Task
Force
onth
eD
eliveryo
fH
ome
Su
pp
ort
Services
tothe
Min
istryo
fS
ocialS
ervicesand
Housing.
May
19
89
;the
Om
budsman
for
British
Colum
bia,P
ublicS
ervicesto
Children,
Yo
uth
andT
heirF
amilies
inB
ritishC
olumbia:
TheN
eedfo
rIn
teg
ratio
n,
Report
#2
2.
No
vem
be
r1
99
0;
and,T
heBC
Federation
of
Fo
ster
Parent
Asso
ciatio
ns,
Peer
Review
Guidelines
Annual
General
Meeting.
May
19
94
.
4
GO
VE
Inq
uiry
Into
Child
Protection
-Ju
ly,1995
34
![Page 38: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/38.jpg)
ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
DA
CC
OU
NT
AB
ILIT
Y
The
Pro
vinc
eof
Alb
erta
,fo
rex
ampl
e,ha
sco
rest
anda
rds
whi
chha
veev
olve
dov
era
perio
d
ofye
ars
begi
nnin
gin
1985
.D
urin
gth
attim
e,in
put
from
cont
ract
edse
rvic
epr
ovid
ers,
maj
orpr
ovin
cial
hum
anre
sour
ceor
gani
zatio
ns,
prof
essi
onal
asso
ciat
ions
and
spec
ial
inte
rest
grou
psw
asso
ught
and
obta
ined
byth
eD
epar
tmen
tof
Soc
ial
Ser
vice
s.
The
Cor
eS
tand
ards
are
gene
rican
dco
nsis
tof
only
thos
est
anda
rds
that
are
esse
ntia
lto
ensu
reth
atth
ese
rvic
esof
fere
dar
esa
fean
def
fect
ivel
yop
erat
ed.
They
incl
ude
prov
isio
ns
gove
rnin
gth
epr
otec
tion
ofcl
ient
right
s,se
rvic
epl
anni
ngan
dre
view
,cl
ient
safe
ty,
serv
ice
pers
onne
lre
spon
sibi
litie
san
dac
coun
tabi
lity,
man
agem
ent
offu
nds,
and
the
adm
inis
trat
ion
ofm
edic
atio
ns.
GO
VE
Inq
uiry
Into
Chi
ldP
rote
ctio
n-
July
,19
9535
![Page 39: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/39.jpg)
STA
ND
AR
DS
,M
ON
ITO
RIN
G,
EV
ALU
AT
ION
AN
DA
CC
OU
NT
AB
ILITY
9.0
MO
NIT
OR
ING
Thereis
noeffective
andongoing
monitoring
systemused
inthe
work
ofchild
welfare
contractedservices
inthe
province.A
contractorsum
marized
thelack
otmonitoring
by
writing
that:
them
inistrydoes
notknow
what
theyare
buyingand
notsure
what
theyshould
buy
becausethey
havenot
goneout
andconducted
ahom
e
visit,
some
casesare
inthe
handsof
unqualifiedm
inistrystaff
workers,
socialw
orkersare
notdoing
socialw
orkbut
brokeringstaff,
followup
isusually
doneby
telephoneor
anoffice
visit,there
arevery
fewhom
evisits,
and
thereappears
tobe
anexpectation
thatagency
workers
will
do
everythingand
anythingas
thecost
ofthe
serviceis
low.
Thestudy
learnedthat
theM
inistryof
Social
Services
hasa
model
inplace
toprovide
an
imm
ediatestart
tothe
monitoring
work
requiredin
childand
family
services.The
Provincial
Review
Team,an
independentcontractor,
monitors
andreview
sthe
qualityof
service
providedto
peoplew
ithm
entalhandicaps.
Thecontract
providesfor
anindependent
and
professionalreview
ofresidential
andday
programs
foradults.
GO
VE
Inq
uiry
Into
Child
Protection
-Ju
ly,1995
36
![Page 40: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/40.jpg)
ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
DA
CC
OU
NT
AB
ILIT
Y
This
mon
itorin
gw
ork
was
star
ted
in19
88an
dto
day
revi
ews
abou
t40
0se
rvic
esan
nual
ly.
Ther
ear
e11
team
sin
plac
ew
hich
allo
ws
the
cont
ract
orto
revi
ewev
ery
serv
ice
inth
e
prov
ince
atle
ast
once
ever
yth
ree
year
s.
9.1
RE
CO
MM
EN
DA
TIO
N:
TH
EM
INIS
TR
YO
FS
OC
IAL
SE
RV
ICE
SP
RO
VID
EA
NIN
DE
PE
ND
EN
TM
ON
ITO
RIN
G
AG
EN
CY
TO
OB
SE
RV
E,
AN
ALY
ZE
,A
ND
FO
LLO
W-U
PO
NT
HE
DE
LIV
ER
YO
FC
HIL
DA
ND
FA
MIL
YS
ER
VIC
ES
INB
RIT
ISH
CO
LUM
BIA
.
9.2
RE
CO
MM
EN
DA
TIO
N:
TO
EX
PE
DIT
ET
HE
INT
RO
DU
CT
ION
OF
MO
NIT
OR
ING
SE
RV
ICE
DE
LIV
ER
YQ
UA
LIT
YT
HE
MIN
IST
RY
US
ET
HE
EX
IST
ING
MO
DE
LO
F“T
HE
PR
OV
INC
IAL
RE
VIE
WT
EA
M”.
GO
VE
Inq
uiry
Into
Ch
ildP
rote
ctio
n-
July
,19
9537
![Page 41: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/41.jpg)
ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LUA
TIO
NA
ND
AC
CO
UN
TA
BILIT
Y
10
.0E
VA
LUA
TIO
N
Thestudy
determined
thatcurrent
outcomes
areprocess
drivenby
usingbeds
provided,
meals,
andtravel
time
butlittle
ifany
emphasis
isplaced
onsubstantive-results
basedon
measuring,
monitoring,
andevaluating
theoutcom
esof
careto
children.T
wo
words
are
oftenused
asa
startingpoint.
Thefirst
is“care”
interm
sof
thebasic
needsof
food,
shelter,and
safety.The
secondis
“caring”as
measured
byan
understandingand
nurturing
environment
which
seeksto
buildon
theem
otionalneeds
ofa
childto
develophis
orher
potentialsto
achievepersonal
satisfactionand
confidencein
himself
orherself
andin
the
longterm
contributeto
society.
Thestudy
findsan
absenceof
outcome
measurem
entsor
benchmarks
againstw
hichto
measure
andevaluate
performance
interm
sof
programs,
contractedw
orkand
related
expenditures.
TheInquiry
agreesw
iththe
many
suggestionsthat
callfor
outcome
oroutput
measurem
entsbased
onthe
contributionsand
effortsstaff
andagencies
make
toprovide
thelevels
ofhealth,
competence,
care,nurturing,
andw
ell-beingof
children,youth
and
families.
4
GO
VE
Inq
uiry
Into
Child
Protection
-July,
199538
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ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
T)A
CC
OU
NT
AB
ILIT
Y
Exa
mpl
esof
outc
omes
tobe
mon
itore
d,ev
alua
ted
and
docu
men
ted
tode
term
ine
inte
rmed
iate
and
long
term
outc
omes
are:
oin
adeq
uate
child
care
oin
appr
opria
tedi
scip
line
ove
rbal
abus
eo
thre
aten
ing
abus
eo
unab
leto
cope
with
life
oov
erw
helm
edby
child
care
oin
abili
tyto
cont
rol
ange
ro
lack
ofre
crea
tion
opo
ornu
triti
ono
lear
ning
disa
bilit
ies
oco
mm
unic
atio
npr
oble
ms
obe
havi
oral
prob
lem
so
poor
self
este
emo
emot
iona
lpr
oble
ms
The
Inqu
iryal
soen
cour
ages
the
imm
edia
teus
eof
the
“12
attr
ibut
esof
effe
ctiv
enes
s”
prep
ared
and
dist
ribut
edby
the
Can
adia
nC
ompr
ehen
sive
Aud
iting
Foun
datio
nan
d
supp
orte
dby
the
B.C
.A
udito
rG
ener
al’s
Offi
ce.
Thes
em
easu
rem
ent
tool
prov
ide
are
ady
mad
est
artin
gpo
int
toco
nduc
tev
alua
tion
wor
k.Th
eIn
quiry
lear
ned
that
the
“12
attr
ibut
es
ofef
fect
iven
ess’
have
alre
ady
been
mod
ified
byon
eV
icto
riaar
eaag
ency
tom
eet
thei
r
eval
uatio
nne
eds
inch
ildca
re.
4
GO
VE
Inq
uiry
Into
Ch
ildP
rote
ctio
n-
July
,19
9539
![Page 43: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/43.jpg)
ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
DA
CC
OU
NT
AB
ILIT
Y
Insum
mary
these“attributes”
andcore
questionsare:
(1)M
anagement
Direction
Does
everyoneunderstand
what
theyare
meant
tobe
doing?(2)
Relevance
Do
activitiescontinue
tom
akesense
inaddressing
theneeds
forw
hichthey
areintended?
(3)A
ppropriatenessA
rew
egoing
aboutour
objectivesin
thebest
way?
(4)A
chievement
ofIntended
Results
What
succeeded?W
hatfailed?
How
challengingw
erethe
goals?(5)
Acceptance
Do
thosew
house
aprogram
orservice
judgeit
tobe
satisfactory?(6)
Secondary
Impacts
What
unintendedeffects
-positive
ornegative
-are
occurring?(7)
Costs
andP
roductivityIs
outputincreasing
while
costsare
decreasing?(8)
Responsiveness
How
well
doesan
organizationanticipate
andrespond
tochange?
(9)Financial
Results
How
dorevenues
compare
with
costs?H
owdo
assetscom
parew
ithobligations?
(10)W
orkingE
nvironment
Does
thew
orkingenvironm
entprom
otecom
mitm
ent,initiative,
safety,and
employee
development?
(11)P
rotectionof
Assets
How
well
protectedare
keyresources?
(12)M
onitoringand
Reporting
Does
everyonehave
theinform
ationthey
oughtto
have?D
othey
useit?
GO
VE
Inq
uiry
Into
Ch
ildP
rotection-
July,1995
40
![Page 44: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/44.jpg)
ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
DA
CC
OU
NT
AB
ILIT
Y
10.1
RE
CO
MM
EN
DA
TIO
N
TH
EM
INIS
TR
YD
EV
ELO
PA
ND
BE
GIN
US
ING
EX
IST
ING
MO
DE
LSO
FO
QT
CO
ME
ME
AS
UR
EM
EN
TS
TO
DE
TE
RM
INE
TH
EIN
TE
RM
ED
IAT
EA
ND
LON
G-T
ER
MR
ES
ULT
SO
F
TH
EIR
PR
OG
RA
MS
,C
ON
TR
AC
TE
DW
OR
K,
AN
DR
ELA
TE
DE
XP
EN
DIT
UR
ES
.
h
GO
VE
Inq
uiry
Into
Ch
ildP
rote
ctio
n-
July
,19
9541
![Page 45: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/45.jpg)
STA
ND
AR
DS
,M
ON
ITO
RIN
G,
EV
ALU
AT
ION
AN
DA
CC
OU
NT
AB
ILITY
11
.0Q
UA
LIT
YA
SS
UR
AN
CE
As
notedearly
inthis
paperthe
lackof
standardsand
inabilityto
monitor
programs
undermines
applicationof
qualityassurance
programs.
The1992
Auditor_G
eneral’sR
eport
comm
entson
thelack
ofspecific
information
toansw
erquestions
aboutservice
quality.
Thereport
states:
Service
levelsw
ereusually
verygeneral,
processesfor
deliveringservices
were
not
comm
onlyspecified,
andthe
resultsto
beachieved
were
rarelystated.
As
aresult
itis
difficultfor
them
inistryto
besure
thatsuppliers
producethe
servicesrequired.
Theliterature
unanimously
arguesfor
strengthenedm
onitoringand
evaluationpolicies
and
proceduresto
givem
eaningfulinform
ationabout
theoutcom
esof
programs
andthe
quality
ofthese
outcomes.
Thisis
identifiedas
aconsistent
weakness
inany
programto
determine
qualityassurance
issuesrather
thanthe
traditionaltests
ondollars,
administrative
policies,and
historicalstatistics.
AV
ictoriacontractor
toldthe
Inquirythat
goodservice
getsto
clientsbut
becausethere
is
now
ayto
monitor
andevaluate
thew
orkthe
causesand
conditionsprom
otinggood
work
isneither
known
norfully
understood.A
sa
resultgood
businesspractice
opportunitiesare
lostas
theyare
notdocum
entedand
made
availableto
sharew
ithothers
who
provide
similar
programs.
TheInquiry
isconvinced
froma
reviewof
theliterature,
assessment
ofthe
currentm
inistry
practices,and
studyof
thesubm
issionsthat
theabsence
ofquality
assurance
measurem
entsin
childw
elfareand
protectionallow
sfor
slippageand
major
inconsistencies
inthe
levelsof
careprovided
tochildren.
Thisis
thecase
becausethe
studyshow
sthat:
othere
areno
practicestandards
adheredto
consistentlyacross
theprovince
or
within
geographicand
comm
unityareas,
GO
VE
Inq
uiry
IntoC
hildP
rotection-
July,1995
42
![Page 46: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/46.jpg)
ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
DA
CC
OU
NT
AB
ILIT
Y
oth
ere
isa
pres
sure
onlo
cal
staf
fto
dom
ore
with
less
inte
rms
ofm
anag
ing
exis
ting
wor
kloa
d,
oth
em
onito
ring
syst
ems
esta
blis
hed
byth
em
inis
try,
whe
reth
eydo
exis
t,ar
e
inef
fect
ive.
Itis
also
impo
rtan
tto
note
and
reca
llth
ew
ork
ofth
e19
92B.
C.
Fina
ncia
lre
view
stud
y
and
the
sect
ions
whi
chsp
oke
abou
tpr
ogra
mev
alua
tion
and
poin
ted
toth
ene
edof
qual
ity
assu
ranc
epr
ogra
ms.
The
repo
rtra
ised
four
ques
tions
aspa
rtof
qual
ityas
sura
nce.
(1)
Tow
hat
exte
ntdi
dth
epr
ogra
mm
eet
itsob
ject
ives
?
(2)
Wha
tim
pact
soc
curr
edas
are
sult
ofth
epr
ogra
m?
(3)
Wha
tne
edis
the
prog
ram
addr
essi
ng,
and
does
the
need
still
exis
t?
(4)
Are
ther
em
ore
effic
ient
alte
rnat
ives
toth
epr
ogra
m?
The
Inqu
iryha
sfo
und
thro
ugh
itsre
sear
chan
dre
view
ofth
esu
bmis
sion
sth
atco
mpl
ianc
e
with
polic
ies
and
proc
edur
esde
alin
gw
ithfin
anci
alan
dad
min
istr
ativ
ew
ork
requ
irem
ents
over
shad
ows
the
actu
altim
eav
aila
ble
topl
an,
man
age,
and
eval
uate
the
qual
ityof
serv
ice
deliv
ery
toch
ildre
n.
The
info
rmat
ion
revi
ewed
byth
eIn
quiry
also
poin
tsin
the
dire
ctio
nof
qual
ityas
sura
nce
prog
ram
sw
hich
gobe
yond
the
eval
uatio
nof
stan
dard
sto
help
child
ren
and
incl
ude
issu
es
such
as:
Com
mun
icat
ions
Trai
ning
Con
fiden
ceto
doth
ejo
b
Sta
ffst
abili
tyan
dco
ntin
uity
File
exch
ange
mec
hani
sms
GO
VE
Inq
uiry
Into
Ch
ildP
rote
ctio
n-
July
,19
9543
![Page 47: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/47.jpg)
ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
DA
CC
OU
NT
AB
ILIT
Y
TheInquiry
recognizesthat
theseissues
arecentral
tothe
overridingthem
eof
confidentialityin
thesocial
servicescom
munity.
As
astart
ministry
staff
donot
receive
trainingin
what
isperm
ittedand
what
isnon
permitted
underprivacy
legislation.The
examination
alsofound
thatm
inistrysta
ffare
oftennot
confidentaboutS
heirpersonal
abilities,because
ofinsufficient
training,and
thereforedo
notw
antother
potentiallym
ore
competent
peopleto
haveaccess
toall
theinform
ation.
At
thesam
etim
ethe
highlevels
ofsta
ffturnover
within
district,area,
andregional
offices
limits
thesharing
ofinform
ation.A
ddedto
theinform
ationblockages
isa
computer
system
with
out-datedtechnology
tom
eetcurrent
trendsin
electronicinform
ationexchanges.
GO
VE
Inq
uiry
Into
Ch
ildP
rotection-
July,
199544
![Page 48: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/48.jpg)
STA
ND
AR
DS
,M
ON
ITO
RIN
G,
EV
ALU
AT
ION
AN
])A
CC
OU
NT
AB
ILIT
Y
12
.0IM
PLE
ME
NT
AT
ION
The
stud
yha
sde
term
ine
that
mor
eth
an10
year
sof
resp
onsi
ble
and
cont
ruct
ive
wor
kby
a
wid
era
nge
ofin
tere
stgr
oups
has
faile
dto
achi
eve
reco
gniti
onan
dim
plem
enta
tion
of
stan
dard
sfo
rth
eco
ntra
ctco
mm
unity
and
agen
cies
byth
eM
inis
try
ofS
ocia
lS
ervi
ces.
The
root
caus
eis
diffi
cult
tode
fine
asth
ere
are
anu
mbe
rof
adm
inis
trat
ive
and
orga
niza
tiona
l
reas
ons
give
n.
At
pres
ent
the
cont
ract
com
mun
ityha
sbe
ento
ldto
wai
tun
tilth
eim
plem
enta
tion
ofth
e
new
legi
slat
ion
and
that
this
will
reso
lve
the
ques
tion
ofst
anda
rds.
Sim
ilar
resp
onse
sw
ere
prov
ided
alon
gth
esa
me
them
eto
earli
erin
itiat
ives
and
reco
mm
enda
tions
mad
eby
asso
ciat
ions
and
grou
psre
pres
entin
gth
ein
tere
sts
ofco
ntra
ctor
s.Fo
rex
ampl
e,re
sear
ch
has
show
nth
atth
eco
mm
unity
was
prom
ised
stan
dard
sat
the
time
ofpr
ivat
izat
ion
inth
e
mid
-i98
0’s
and
agai
na
few
year
sla
ter
whe
nth
em
inis
try
was
reor
gani
zed
topr
ovid
e
soci
alse
rvic
esba
sed
ona
func
tiona
lm
odel
with
staf
fre
spon
sibl
efo
rsp
ecifi
cpa
rtsof
prog
ram
deliv
ery.
The
Inqu
iryre
cogn
izes
the
incr
easi
ngco
ncer
non
the
part
ofth
eor
gani
zatio
nsth
atha
ve
wor
ked
topr
epar
edr
aft
stan
dard
san
dto
seek
join
tag
reem
ent
thro
ugh
disc
ussi
ons
with
the
Min
istr
yof
Soc
ial
Ser
vice
s.W
efo
und
that
the
polit
enes
sis
wea
ring
thin
and
that
the
impo
rtan
tis
sues
ofac
coun
tabi
lity
and
resp
onsi
bilit
yca
nnot
bead
dres
sed
until
ther
ear
e
basi
cst
anda
rds
inpl
ace.
GO
VE
Inq
uiry
Into
Chi
ldP
rote
ctio
n-
July
,19
9545
![Page 49: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/49.jpg)
ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
DA
CC
OU
NT
AB
ILIT
Y
According,
theInquiry
isconvinced
ofthe
imm
ediateneed
tointroduce
afram
ework
of
standardsbased
onaccepted
principles,processes,
andexpected
outcomes.
Theefforts
duringthe
past10
yearshave
provideda
well-reasoned
andresponsible
setof
standards
representinga
“made
inB
ritishC
olumbia”
approach.It
isnow
time
tobegin
usingthe
standardsand
monitor
theuse
forthe
nexttw
oyears
andthen
modify
oradjust
as
needed.
12.1R
EC
OM
ME
ND
AT
ION
IMM
ED
IAT
ELY
AP
PLY
TH
EC
ON
SO
LIDA
TE
DS
TA
ND
AR
DS
DE
VE
LOP
ED
BY
TH
EIN
QU
IRY
WH
ICH
AR
EB
AS
ED
ON
AC
ON
SO
LIDA
TIO
NO
FT
HE
CO
MP
LET
ED
WO
RK
BY
AG
EN
CIE
S
AN
DA
SS
OC
IAT
ION
S,
AN
DU
SE
TH
ES
ES
TA
ND
AR
DS
AS
AP
RO
TO
TY
PE
FOR
TH
EN
EX
T
TW
OY
EA
RS
.
GO
frIn
qu
iryIn
toC
hild
Protection
-Ju
ly,1995
46
![Page 50: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/50.jpg)
ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
DA
CC
OU
NT
AB
ILIT
Y
13
.0E
NF
OR
CE
ME
NT
:R
EW
AR
DS
AN
DP
EN
AL
TIE
S
The
Inqu
iryis
awar
eof
gove
rnm
ent-
wid
est
udie
sin
toth
eis
sue
ofre
war
dsan
dpe
nalti
esto
enco
urag
em
anag
ers
tose
ekou
t“b
est
busi
ness
”pr
actic
esan
dto
appl
yco
rrec
tive
actio
ns
toth
ose
man
ager
sw
hofa
ilto
achi
eve
prog
ram
obje
ctiv
es.
At
pres
ent
the
ince
ntiv
ean
d
pena
ltypr
ogra
ms
repr
esen
ta
patc
h-w
ork
ofpo
licie
san
dpr
oced
ures
.P
erfo
rman
ce
appr
aisa
lsar
eno
tco
nsis
tent
and
beca
use
man
ym
anag
ers
are
atth
em
axim
umof
thei
r
sala
ryra
nges
ther
eis
nofu
rthe
rop
port
unity
for
mon
etar
yga
in.
The
new
dire
ctio
nsun
der
cons
ider
atio
nlo
okat
man
agem
ent
rew
ards
and
ince
ntiv
esba
sed
onin
crea
sed
auth
ority
for
flexi
bilit
yof
thei
rde
cisi
ons,
redu
ced
inpu
tco
ntro
ls,
and
the
oppo
rtun
ityto
carr
y-ov
erun
used
fund
sin
toth
ene
xtfis
cal
year
.Th
ere
cont
inue
sto
bea
vagu
enes
sab
out
the
pena
lties
tobe
impo
sed.
Res
earc
hin
toth
ere
ports
and
stud
ies
ofa
num
ber
ofso
cial
serv
ice
issu
esin
Brit
ish
Col
umbi
ash
ows
that
adm
inis
trat
ive
wea
knes
ses
and
failu
reto
com
ply
with
polic
ies
and
proc
edur
esha
sre
sulte
din
prob
lem
sw
hich
have
requ
ired
inve
stig
atio
nsan
dex
amin
atio
ns.
Inea
chca
sere
com
men
datio
nsw
ere
mad
ebu
tth
isIn
quiry
isun
able
tofin
dcl
ear
evid
ence
that
any
ofth
ere
com
men
datio
nsw
ere
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don
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edia
tely
.
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wer
sto
the
ques
tions
ofre
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dsan
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esin
gove
rnm
ent
adm
inis
trat
ive
and
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ice
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wor
kre
pres
ents
ake
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ondi
ngto
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ityas
sura
nce,
acco
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mon
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pect
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ram
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tions
hips
betw
een
the
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.
.4
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VE
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uiry
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rote
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n-
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,19
9547
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ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
DA
CC
OU
NT
AB
ILIT
Y
13.1R
EC
OM
ME
ND
AT
ION
TH
EG
OV
ER
NM
EN
T,
RE
PR
ES
EN
TING
TH
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TER
ES
TSO
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LLM
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CH
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AR
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OT
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ES
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STO
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OR
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ON
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OF
ST
AN
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RD
ST
HR
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GH
OU
TT
HE
PR
OV
INC
E.
.4
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VE
Inq
uiry
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ildP
rotection-
July,1995
48
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STA
ND
AR
DS
,M
ON
ITO
RIN
G,
EV
ALU
AT
ION
AN
DA
CC
OU
NT
AB
ILIT
Y
14
.0S
TA
FF
PR
OF
ES
SIO
NA
LIS
MA
ND
DIS
CR
ET
ION
TO
MA
KE
DE
CIS
ION
S
Thr
ough
out
the
revi
eww
ork
ther
ew
asev
iden
ceth
atm
inis
try
soci
alw
orke
rsan
dth
e
prof
essi
onal
sta
ffas
soci
ated
with
the
cont
ract
edag
enci
esse
ekgr
eate
rpo
wer
tom
ake
disc
retio
nary
deci
sion
sin
thei
rw
ork.
The
com
men
tre
peat
edm
any
times
thro
ugho
utth
e
inte
rvie
ws
was
that
ofso
cial
wor
kers
seek
ing
the
trus
tan
dsu
ppor
tof
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rsu
perv
isor
s
and
area
man
ager
s.
The
com
plex
ities
ofth
epo
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dpr
oced
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and
deta
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the
man
uals
,w
hich
are
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ovid
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viro
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tw
hich
thriv
eson
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tions
bym
anag
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tto
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rol
staf
fac
tions
.S
taff
seek
todo
the
best
job
poss
ible
,so
met
imes
with
limite
dtr
aini
ngan
dex
perie
nce,
and
whe
nth
eym
ake
am
ista
keth
efu
llw
eigh
tof
the
man
agem
ent
ispl
aced
onth
em.
Mor
eove
r,w
hen
soci
alw
orke
rsm
ake
ade
cisi
onth
ey
ofte
nex
perie
nce
am
anag
emen
tre
vers
alof
thei
rac
tions
.
This
lead
sto
conf
usio
nan
din
cons
iste
ntap
plic
atio
nof
the
rule
san
dre
sults
inw
hat
is
ofte
nte
rmed
“man
agem
ent
bype
rson
ality
”.
14.1
RE
CO
MM
EN
DA
TIO
N
TH
EM
INIS
TR
YO
FS
OC
IAL
SE
RV
ICE
SU
ND
ER
TA
KE
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LSO
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AN
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TH
AT
UP
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TE
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RE
PO
STE
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ME
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TE
LYA
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EF
LAG
GE
DIN
SU
CH
AS
WA
YA
ST
OD
RA
WA
TT
EN
TIO
NT
OT
HE
CH
AN
GE
S.
4
GO
VE
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uiry
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Ch
ildP
rote
ctio
n-
July
,19
9549
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STA
ND
AR
DS
,M
ON
ITO
RIN
G,
EV
ALU
AT
ION
AN
])A
CC
OU
NT
AB
ILITY
15
.0S
ER
VIC
ED
ELIV
ER
YF
RA
GM
EN
TA
TIO
N
Thestudy
hasdeterm
inedthat
thenum
berof
layersin
theorganization
andadm
inistrative
structureof
theM
inistryof
Social
Services,
andthe
dividedresponsibilities
among
another
sixm
inistries,is
continuallyraised
asa
decision-making
barrierby
them
inistryand
contractsta
ffw
hoprovide
childw
elfareand
protectionservices.
Theproposals
tostrengthen
servicedelivery,
provideaccountability,
andensure
service
qualityare
centredon
theneed
toovercom
ethe
fragmentation
ofservices
andthe
multi-
layersof
decisionsrequired.
TheInquiry
hasconsidered
theadm
inistrativeorganization
froma
number
ofview
points
includingthe
traditionalorganization
structures,co-ordinating
groups,and
informal
orad
hocdecision
mechanism
s.The
studyhas
identified15
layersof
administration
with
several
additionalsub-groups.
Eachlayer
haspart
ofthe
decision-making
authorityor
isrequired
to
takean
action,sign
adocum
ent,or
giveapproval
beforew
orkis
done.
Thestudy
indicatesthe
needfor
anoverall
managem
entand
servicedelivery
reviewin
thearea
ofchild
andfam
ilyservices
becauseof
thenum
berof
competing
interestsw
hich
existtoday.
Moreover,
thereis
aneed
tolook
atthe
unresolvedissues
which
contributed
tothe
fragmentation
ofservices
when
theprivatization
occurred.These
includeareas
such
as“arm
’slength
relationship”,com
munication,
standardsand
appropriateand
applicable
means
ofm
onitoringand
evaluations.
Thefollow
ingchart
diagramhelps
tounderstand
thefragm
entedprogram
andservice
deliverym
odelin
British
Colum
bia.
4
GO
VE
Inq
uiry
IntoC
hild
Protection
-July,
199550
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ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
DA
CC
OU
NT
AB
ILIT
Y
15.1
RE
CO
MM
EN
DA
TIO
N
THE
GO
VE
RN
ME
NT
WO
RK
TOW
AR
DS
AP
RO
GR
AM
TOD
ELA
YE
R,
STR
EA
MLI
NE
AN
D
CO
NS
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DA
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HIL
DW
ELF
AR
EA
ND
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ON
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OG
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MS
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RC
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ST
AN
DA
RD
S,
MO
MT
OR
1N
G,
EV
AL
UA
TIO
NA
N])
AC
CO
UN
TA
BIL
ITY
AP
PE
ND
IXA
4
GO
VE
Inq
uiry
Into
Child
Protection
-Ju
ly,1995
52
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FederationofChildandFamilyServicesofB.C.
PrinciplesProcedureOutcomes
TheFederationofChildandFamilyServicesofBritishcolumbiaisthecollectivevoiceformemberchildandfamilyservingagenciesthroughouttheprovince.Weexisttoprovideaforumforidentifying,studying,andactingonissuesdirectlyrelatedtothepromotionofexcellenceinthefieldofchildandfamilywell-being.
Webelievethat:
1.ThechildrenandfamiliesofBritishColumbiadeserveservicesthatarevaluedwithinthelargercontextofsocietyandculture,areresponsivetoindividualneeds,andareuniformlyofthehighestqualityandstandard.
2.Therightsofchildrenandfamiliesmustberespectedthroughthedeliveryofservicesthatutilizetheleastintrusivemethodofeffectiveintervention,whicharesensitivetoregionalandethnicdiversitiesandmores.
3.Tobetrulyaccessibletochildrenandfamiliesinneed,servicesmustbecommunitybasedandavailablewithinthemostimmediategeographicregionpossible.
4.Thehighestqualityofchildandfamilyservicesmustbefosteredthroughtrainingandthecollaborativedevelopmentofprograms,standardsandrelationshipsthatenhancethedeliveryofservices.
5.TheidealofthesepremiseswilldirectthefutureendeavoursoftheFederation.
COREVALUES
1.Webelieveinfosteringthehighestpossiblestandardsofservicedelivery.
PartnershipCommunityagenciesorindividualssubmitproposalsfortenderstoprovideservices.IndoingsothemessagehaslongbeenthatthefundingMinistrywantedthebestserviceatthelowestprice.Whileinprincipletheremaybenothingwrongwiththatattitude,therealitymaycreateunhealthycompetitionamongstagenciesintheircollectiverushtodobusinesswiththeMinistry.
LackofconsultationOftencontractsaretenderedwithoutconsultationwithcontractserviceproviderswhomaywellunderstandthecommunityneedsbetter.(p.2)
GuidelinesGuidelinesforprovidingservicesareofteninconsistent,thequalificationsandcommensuratesalaryvarywidely,programevaluationisambiguousandturnoverrateamongststaffishigh.(p.2)
BestcasescenarioItappearsthattheprovisionofservicesismostsuccessfulwhenthefollowingconditionsareevident:i)aco-managementprotocolisinplace
allowingforinputintoSchedule‘A’expectationsbythecontractingagency;
ii)thereisacommitmenttodisputemediationbetweenasocialworkerandtheagency;
iii)thereisaregularreviewofclientsoncaseloads;
iv)thereisaliaisonsocialworkerattachedtotheprogram;
v)thereisawrittencaseplanthatiswritten,reviewedandwhereverpossible,hasinvolvedthefamilymembers;
vi)acasemanagerhasbeenclearlyidentified;and,
PartnershipThetermpartnershiphasmanyinterpretations.Inmanyinstancesthepartnershiphasmeantamarriageofconvenienceinwhichthecontracted‘partner’hasplayedasubservientroletothecontractingMinistry...Unfortunately,asitiswithsome‘marriages’thecontractor,attimes,istooeagertoconsummatethemarriageandisplacedinthepositionofmakingcommitmentsthataretoodifficultortoounrealistictofulfil..Therearemanyreasonsthecontractingagencyplacesitselforisallowedtobeplacedinthisunenviablesituation.
Thepartnershipswhichworkwellarethosethatarecommittedtogoodcommunicationandmutualrespect.IncommunitieswherethisisevidentbetweenMinistryandagency,childrenandfamiliesappeartobenefitfromamorecohesiveandrespectfulservice.(p.3)
Considerablepressureinsomeregionstoreducethenumberofchildrencomingintocarehasledtopoordecisionsbeingmadebyeithernotrespondingtocomplaint,orofferingserviceswhichareinadequateortoolatetomakeanynoticeabledifferenceinthesituation.(p.3)
CourtProcessItiscommonforsocialworkerstofeelliketheproverbial‘whippingboy’duringthecourtprocesswhenachildhasbeentakenintocare
Thecourtwilloçten‘order’ormakeunrealisticdemandsuponthesocialworker,whothenmustrelyonthecommunity-basedagencies.Socialworkersthenexertpressureontheagencytocomeupwithservicesimmediately...Thereissuchintenseexplicitorimplicitpressureonallpartiesthatagenciesmayproducepeoplewhoarenotqualifiedforthetaskahead.
2Webelievetherightsofclientsmustbe
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Federation of Child and Family Services of B.C.
Principles
respected at all stages of service delivery.We believe all individuals and families musthave an opportunity to participate in decisionswhich affect their lives.
3. We believe that service delivery must becommunity-based and must respectcommunity values.
4. We recognize and respect a First Nation’sresponsibility in delivering child and familyservices to its people.
5. We believe services delivered must respectsocial and cultural diversity. We believe thateffective and appropriate services are bestprovided when social and cultural differencesare appreciated, accepted, and respected asintegral in the helping process.
6. We believe that child and family services mustbe as non-intrusive as possible while helpingfamilies build on their strengths andresources.
7. We believe that services must be equitableand accessible to all families across theprovince.
Procedure
vii) opportunities exist for joint training andstaff development.
Contracting IssuesCommunity-based agencies fear that contractswill not be renewed. Although the fear seemsirrational, is very real and creates anxiety and a“we have to please them” attitude that ispervasive and unhealthy for all concerned.
Statutory agencies should look to agencies as asource of solutions to the problems in servicedelivery. Agencies are often in a unique or bestposition to know where the co-ordination andinter-agency communication gaps are becauseagencies are working directly with clients andoften know all of the other agencies involved in aclient’s life.
(Submission to Gove Inquiry into Child Protection,Federation of Child & Family Services of BritishColumbia, February 1995 pp. 1-7.)
Outcomes
Contracting IssuesIn order to plan appropriately for clients,agencies must be able to plan appropriately,
An agency can, and does, lose a contractbecause it has, for some unknown reason, failedto please the Ministry. The ‘fear of retribution’is something all contracted agencies live with.
EvaluationThere are inadequate program evaluationguidelines and insufficient funding for theprocess.
(Submission to Gove Inquiry into Child Protection,Federation of Child & Family Services of BritishColumbia, February 1995 pp. 1-9.)
8. We believe in a collaborative and supportiveapproach among agencies in developingprograms,
9. We believe in a partnership relationship withlocal communities and funding bodies.
10. We believe poverty is one of the mostsignificant problems currently facing childrenand families.
12. We endorse the U.N. Convention on theRights of the Child
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FederationofChildandFamilyServicesofB.C.
PrinciplesProcedureOutcomes
13.Webelieveintheprinciplesofnormalizationastheyapplytothedeliveryofservicestochildren,youthandfamilies.
14.Werecognizeandvaluethecontributionofmemberagenciesandvolunteercommittees.
Toprovideservicesascontractagents,alongwithprovidersofstatutoryservices,withtheparamountconcernbeingthebestinterestsofchildren.
Toprovideeffectiveandaccountableservicetothecommunity.
TrustandRespect
Thereneedstobeastrongcommitmentfrombothstatutoryandcontractedagenciestoworktogethertoprovideamorecohesiveservicetofamiliesandchildren.
(SubmissiontoGoveInquiryintoChildProtection,FederationofChild&FamilyServicesofBritishColumbia,February1995pp.1-7.)
A.~AgencyintheCommunity
TheAgencywillprovideservicesthatarereflectiveofcommunityneedsandrespectcommunitynorms.
A.1PurposeA.1.01TheAgencywillestablishaclearlydefined
statementofpurpose.A.1.02TheAgencywillprovideservices
consistentwithitsstatementofpurpose.
TheAgencyandtheProfessionalCommunityA,4.02TheAgencywilladvocateforquality
servicesthatpromotethewellbeingofitsclients.
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Federation of Child and Family Services of B.C.
Principles Procedure Outcomes
A4.03 The Agency will participate in cooperativeefforts that enhance the well-being of itsclients and the community.
A.4.04 The Agency will promote the developmentof research and practice.
(Standards of Service to Children and Families,Federation of Child and Family Services of BritishColumbia, April 1994, pp.4-5..)
![Page 60: IN AN]) CHILD€¦ · counselling, home care, and placements. The contract arrangements are based largely on the traditional model whereby government buys goods and services at the](https://reader034.fdocuments.us/reader034/viewer/2022042911/5f439ecdc604b914c4218bf6/html5/thumbnails/60.jpg)
ST
AN
DA
RD
S,
MO
NIT
OR
ING
,E
VA
LU
AT
ION
AN
DA
CC
OU
NT
AB
ILIT
Y
AP
PE
ND
IXB
4
GO
VE
Inq
uiry
Into
Ch
ildP
rote
ctio
n-
July
,19
9553
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Child and Youth Secretariat
Principles
The Secretariat believes that there is a need todefine fundamental principles, to delineate the roleof key players in the sector and to develop andmaintain consensus on standards of servicedelivery while continuing to support the currentcomprehensive network of programs for childrenand youth.
Draft Delivery Standards for Jointly FundedServices to Children and Youth: An Integrated
Model Non-Government/Government Collaboration.Child and Youth Secretariat. July 1994. (p. 2.)
Procedures
Quality assurance requires development of acommon language, clearly defined performanceexpectations and recognized systems ofevaluation and advocacy as well as ensuringeffective collaboration among governmentMinistries and service providers. The goal mustbe a better quality of service with assuredconsumer input.
Beginningprovides an opportunity for early intervention
Outcomes
Over the course of the past three years, the needfor comprehensive standards in child and youthserving programs as an unmet challenge.(Delivery Standards, July 1994)
Federation of Family & Child Services of BritishColumbiaTo work as contract agencies together withproviders of statutory services
1. Accountability: integrated case managementactivities should be recorded and evaluated.
2. Cooperation: integrated case managementmust be approached with a spirit ofcooperation, enabling the team to worktogether to find the most effective solutions totheir concerns.
3. Continuity: children, youth and their familiesneed a sense of continuity in the services theyare receiving, not only in how the servicesrelate to each other, but also in how they relateto each other over time.
4. Empowerment: The intent of integrated casemanagement is to give as much authority tothe youth and parents as they are willing andable to take on.
5. Holism: The intent of an integrated casemanagement approach is to provide completeunderstanding of the various aspects of a childor youth’s circumstances and needs, includingfamily considerations, and a case plan which isbroad enough to address them.
6. Inclusiveness: integrated case managementshould include everyone who needs to beinvolved. If the number of people at the
-early and well.planned responses will avoidgaps, duplications and confusion and willensure a time and cost effective resolution towhat could have been a more seriousproblem.
Case Manageressential to the maintenance of the integratedcase management process
the case manager should be a caregiver, anolder youth, and advocate or one of the serviceproviders involved with the case.
Assessmentthe gathering of information to establish thecase circumstances at the beginning of themanagement process
identify strengths and problems - researchindicates that working with strengths can beas effective or more so than working withproblem areas.
Planningthe gathering of information provides thematerial on which to build an integrated caseplan
- development of goals and interventions ineach of the focus areas and identify peoplewho will be responsible for them - essentialto incorporate any individual case planningwhich has occurred.
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ChildandYouthSecretariat
Principles
meetingseemstoolarge,seriousconsiderationshouldbegiventotherelevanceoftheirroleintheyoungperson’sandfamily’slives.
7.LeastIntensiveIntervention:Whileitisclearthatinterventionsarenecessarywhenyouthandtheirfamiliesencounterdifficulties,itisimportanttokeeptheinterventionstoanecessaryminimum,innumber,intensity,duration,andrestriction.
8.Participation:Teammembersneedtobewillingtoparticipatefullyintheactivitiesoftheteam.
9.Respect:itisessentialthatthemembersoftheteamshowrespectforeachother’sknowledge,skills,experienceandperspectiveregardlessofleveloftraining,position,jobclassification,particulardiscipline,ortheMinistryoragencyrepresented,and,inthecaseofyouthespecially,age.
10.Support:teammembersneedtoprovidesupporttotheyouthandfamilytoenablethemtotakeanactiveroleandtoimprove3heircircumstances.
11.Transitions:Specialcaremustbetakentobeawareofaplanfortransitionsintheyoungpersonsorfamily’slife,e.g.,changingschools,movingfromchildhoodtoadolescence,changingfamilymakeup.
12.Workingwithstrengths:apositiveapproachthatfocusesonthestrengthsofteammembersaswellasthoseoftheyouthandfamilyispreferredtoonethatfocusesonweaknessesorproblems.
AHandbooktoIntegratedCareManagemnt(Draft).ChildandYouthSecretariat.March1993(pp.4-5.)
Procedures
Monitoringatthetimetheintegratedcaseplanisdeveloped,adateshouldbesetforthefirstcasestatusmeeting,andatwhatfrequencytheyshouldtakeplace.
Assistanceitaserviceisrequiredthatisnotavailablefromtheteammembers,therequestshouldgodirectlytothemandatedministryorviatheLocalorRegionalChildandYouthCommittee
Transferorclosurethismustbeapurposefulevent,andreasonsfortheactivityshouldbedocumented
EvaluationInadditiontoaskingthecasemanagementteamtoformallyandconsensuallyclosethecase,thismodelaskstheteamtoevaluatetheprocess(questionstoaskinclude:wasthecaseplanimplemented?;wasthecaseplaneffective?
Three(3)questions:Wastheplanimplemented?Wastheplaneffective?
Wasthecaseplanimplemented?(allowstheteamtodocumentwhetherornotthecaseplanwasputintoeffect)-ittheanswerisnegative,theeffectivenesscannotbeevaluated;
Iftheanswerispositive,thesecondquestionasks,
Wasthecaseplaneffective?Iftherearedifferingviewpointsastohoweffectivetheplanwas,eachshouldbedocumented,alongwithexamples(allowsteamtoanalyzewhatWorkedandwhatdidnot,andtousethatknowledgeinthefuture.
Outcomes
Includesadiscussionoftheissuesand
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Child and Youth Secretariat
P,inciples Procedures Outcomes
barriers either in the clinical process or in theuse of the Handbook.
Monitoring- At the time that the integrated case plan is
developed, a date should be set for the firstcase status meeting.
Frequency of the meetings will depend on anumber of factors:
Youth and family wishes- the youth and family may have the best
sense of how things are going
Stage of planning- more frequent meetings in early phases will
ensure that the plan is working
Life circumstances- stressful circumstances in the life of the
child or family make them more vulnerableand require more support
Milestones- the beginning of school, summer vacation,
Christmas, puberty and other commonidiosyncratic milestones can also bevulnerable times and should be considered
Changes in the team- new members to the team may need more
frequent meetings to become familiar withthe planning
Case monitoring is absolutely essential tosuccessful integrated case management and,unfortunately, the easiest to’let slip.” It isthese regular meetings of the team which willkeep all members informed, will measureprogress, and will allow for plan modification torespond to new circumstances or an ineffectiveplan. This is the process which can often
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ChikiandYouthSecretariat
PrinciplesProceduresOutcomes
preventthecriseswhichcanbesodamagingtothechildandfamilyandsotimeconsumingforservicedeliverers.
DraftDeliveryStandardsforJointlyFundedServicestoChildrenandYouth:AnIntegratedModelNon-Government/GovernmentCollaboration.ChildandYouthSecretariat.July1994.(pp.3-23)
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BCAssociationofCommunityCare1
Principles
Providesleadershipandsupporttomembersindevelopinganddeliveringservicesandprogramswhichenhancethequalityoflifeoftheindividual,thefamily,andthecommunity.(p.1)
Thegoalofhomesupportistoenhanceandmaintaintheindependenceofindividualsandtheintegrityoffamiliesintheirhomesandcommunitiesaslongasitissafeandpracticaltodoso.(p.1)
RecommendthatMSS
1.standardizehomesupportserviceplansandcontracts,aswellasinternalproceduresregardingtheassessmentandre-assessmentofclients,authorizationprocedures,andtheestablishingandrenewalofcontracts,(p.3)
2.Workinconjunctionwithagenciestodevelopandclarifyinformationcriteriatobemetpriortotheinitiationofservice.(p.3)
3.TheAssociationdevelopedSocialServiceHomeSupportguidelinestoaidmemberagenciesintheprovince-widestandardizationofqualityservice,Theseguidelinesdescribedtherespectiverolesandskills/experiencerequirementsforfamilyskillsworkersandtheirsupervisors.Theseguidelinesshouldbeadopted.(p.41
Processes
FromtheBCAssociationofCommunityCareSubmissiontotheGoveInquiryintoChildProtection,November1994,OTH-003
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BCGovernmentEmployees’Union
Procedures
Thesettingofstandardsisoftenaveryarbitraryprocess.Normsoftenbecomethestandards,therebymakingqualityservicessynonymouswithacceptedpractices.Asgovernmenthasplayedthemajorroleinsocialservicedeliveryinthepastfewyears,ithasbecomethestandardagainstwhichtomeasurequalityformanypeople.Othersregardgovernmentpracticesasapoorindicatorforqualityevaluations.
Theissueofstandardssettingisgrowinginimportance.112)
Inorderforevaluationtoberelevanttofundingsourcesandberationallyusefulforanyequitableprioritizationoffundableagencies,standardsforacceptableservicedeliveryrequireformalizing.(121
Outcomes
Insummary,theMinistryofHumanResourcescontinuestoincreasetheamountofdollarsallocatedforprovisionofservicethroughtheprivatesector.However,theindividualnon-governmentorganizationis,generally,notreceivinganybenefitfromthisincrease.Rather,theorganizationisslowlybeingkilledbylessthaninflationincreases.Individualservicesarenotbeingenhancedbutratherthenumbersofservicesavailableisbeingexpanded.Theresultistheincreasingdevelopmentofacomprehensivesocialsystemofferingdecreasinglyadequateservices.
Licensingisamethodusedtoattempttoestablishminimumstandards.Todate,however,mostlicensingof,forexample,grouphomesdealswithphysicalcriterionsuchasfireandhealthrequirementswithoutattemptingtoadequatelyaddressandyprogramstandards.Theenforcementoflicensingisanissuethatrequiresattentionifitistobeaneffectivemethodofestablishingminimumstandardsforqualityinsocialservicedelivery,(12)
1995SubmissionThegovernmenteventuallybegantopayprivateagenciesandsocietiestofillthevoid.Therewasnointegrationorcoordinationofservices.Socialworkersweretoldthattheycouldnotdirectthenatureoftheservicesprovidedbythesocieties.Asaresult,socialworkerslostcontrolofthetreatmentplanfortheirclients.
Short-handedandunderrelentlesspressure,socialworkersfacedailydecisionsaboutthefutureofchildrenthatwouldtestthewisdomofSolomon.Shouldachildbeapprehendedandplacedincare?
Principles
1981Report
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BC Government Employees’ Union
Princip’es Procedures Outcomes
The choice is whether to reinforce and help afamily, or to remove a child with the lullknowledge that there are not enough caring andnurturing foster parents and group homes. Theanswer is never as simple as it first seems.
There is a growing understanding that taking achild into care doesn’t necessarily do much for thechild. Allowing children to remain in their ownhomes with proper, immediate services to assistand strengthen the family is often a far morepositive approach for both the family and thecommunity, No matter what choice is made,there will be intense scrutiny and criticism, and inall likelihood, too few resources to do the jobproperly. Social workers nonetheless continue toperform their duties with skill and professionalism,a tribute to their compassion and dedication.
While short-staffed social workers struggle tomeet their statutory responsibilities, there seemsno end to what the ministry is prepared to spendon social service contracts. For every dollar spenton ministry staff, three dollars are now spent oncontracted services. Though most agencies arevery caring, there are no specific requirementsthat contractors hire qualified staff or even servethe clients referred to them by ministry socialworkers.
This is an idiotic, wasteful, cost-inefficient way ofspending resources.
I assume that we hire qualified workers. We’renot arguing for lower standards; we’re arguingagainst the book-based approach, using the bookas a club. Sometimes professional judgementsupersedes book policy.
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British Columbia Federation of Foster Parent Associations
PRINCIPLES PROCESSES OUTCOMES
Mission StatementThe BCFFPA represents its members who providequality in-home foster care in British Columbia.This is accomplished through provision ofprofessional services including advocacy,education, training and support (BCFFPA AnnualGeneral Meeting, 1994/95, p. 55)
I. Commitment to the Foster Child and NaturalFamily
In recognition of the public trust which is aresult of children placed in their care, fosterparents recognise their obligation in providing asafe, nurturing environment conducive to thedevelopment of each foster child to his or herfull potential. This involves a commitment tothe children placed in care as well as therelationship with the natural family and withother professionals that is necessary to fulfilthis goal.
Foster Parents agree to:
Deal with foster children and natural family in ajust and considerate manner.
Withhold information of a sensitive orconfidential manner, make discreet andguarded use of such information only withother professionals if it is felt the release willbenefit the foster child, the natural family; or ifsharing of such information is required by law.
Refrain from unprofessional comments aboutthe foster child or the natural family.
Work with the child welfare authorities toinform appropriate individuals and agencies ofspecial needs of a foster child and assist otherindividuals and agencies in their endeavour toprovide services, treatment and care.
The following are Practice Standards, all of whichare subject to peer review.
l.a. Foster Parents shall recognize the primary roleof fostering as being the provision of qualitycare to children placed in their care.
lb. Foster Parents shall recognise legal policiesand positions concerning the right of thechild, right to shelter and housing asoutlined, in the following: fAll laws andstatutes of Canada and the Province of BritishColumbia, and more specifically, the Familyand Child Services Act and the GuardianshipActi.
Ic. Foster Parents shall respect the rights of thefoster child and natural family regardingconfidentiality.
Id. Commitment to the foster child shall notoverride the rights of other children in thehome.
I.e. Foster Parents shall participate actively incase planning for children in care.
II. Foster care is a community social concern.Fpster Parents recognise their responsibilitiestowards the community by sharingresponsibility in developing sound policies andprograms.
II. Foster Parents agree to:
Share in the responsibility of improvingchildren’s welfare.
Acknowledge the right and responsibilities ofthe public to participate in the formulation ofchild welfare policy, and foster care policy.
Evaluate, through professional procedures, theconditions of children’s welfare and foster careand make known to the proper authorities andtake proper action, if serious deficiencies exist.
ll.a. Foster Parents shall work towards thepromotion of fostering and the rights ofchildren in our society.
ll.b. Foster Parents shall act in a manner thatrecognises the trust of the community. (Inproviding care for foster children, it isrecognised that a high degree of communitytrust and expectation is part of the socialcontract betweqn the community and thechild welfare system.l
Protect the issue of children’s welfare against
From Peer Review Guidelines Annual General Meeting, May 1994
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BritishColumbiaFederationofFosterParentAssociations
PRINCIPLESPROCESSES
undesirableinfringements.
OUTCOMES
Ill.FosterParentsrecognisethenecessityforcontinuingeducationandindividualgrowthwithintheprofession.FosterParentsrecognisetheneedforprovidingapositiveandresponsiblesituationtoenhancethecompetencyoffosterparents.Theyalsorecognisetheneedfordesigningandsupportinganassociationthatretainscompetentanddedicatedfosterparents.
Ill.FosterParentsagreeto:
Recognisethataprofessionandaprofessionalassociationmustacceptresponsibilityfortheconductofitsmembersandunderstandthatitsmembers’conductmayberegardedasrepresentativeofallfosterparents.
Participateandconductthemselvesinaresponsiblemannerinthedevelopmentandimplementationofpoliciesaffectingfostercare.
Co-operateintherecruitmentandretentionoffosterparentsbyprovidinghonestandobjectiveinformation.
Accordjustandequitabletreatmenttoallmembersintheexerciseoftheirrightsandresponsibilitiesandsupportsthemwhenunjustlyaccusedormistreated.
Refrainfromexploitingone’srelationshipswithintheprofession,theassociationandthecommunity.
lIla.FosterParentsshallabidebytheCodeofEthicsand(PracticeStandardsloftheBCFFPAandwillacceptresponsibilitiesforactionstakenandofdecisionsmadeinreviewingtheconductoffosterparents.
lll.b.FosterParentsshallattainthequalificationtomeetacceptablefamilycarehomerequirements.
lll.c.FosterParentsshalldevelopandincreaseskillsthroughparticipationincontinuingeducationprogramssupportedorofferedthroughtheAssociation.
Ilid.FosterParentsshallrecognizeandmaintaintherequirementsforBCFFPAmembershipandwilladheretothepoliciesandregulationsconcerningmembershipanditsprivileges.
lll.e.FosterParentsshall,bymembership,recognisetheresponsibilitytosupportstatementsmadebytheAssociationonbehalfoffosterparentsandshallnotuseaffiliationwithBCFFPAasanopportunityforself-gain.
Makeappropriateuseofthetimeandprivilegesaccordedbyone’spositionasafosterparentaswellasanassociationofficial.Acceptnogratuitiesorgiftsofsignificancethatmayinfluenceone’sjudgementintheexerciseofprofessionalduties.
Maintainintellectualhonestyandintegritybyappropriateinterpretationanduseofallreferencematerials,researchstudiesandliterature.
FromPeerReviewGuidelinesAnnualGeneralMeeting,May1994
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British Columbia Federation of Foster Parent Associations
PRINCIPLES PROCESSES
Maintain the integrity of the Fosteringprofession and the Association by basingcriticism on careful evaluation of the facts.
Accept one’s responsibility towards continuing
OUTCOMES
IV. Foster Parents recognise their role andcontributions within the child welfare systemand in doing so, acknowledge and supportpositive professional practices betweenthemselves and other professionals. Soundrelationships with government representatives,community agencies and other professionalsare built upon personal integrity, dignity andmutual respect.
education and personal development.
IV. Foster Parents agree to:
Accept child placements only when the terms,policies and practices permit the exercise ofone’s professional judgement and skill.
Negotiate and execute the terms of allcontracts fairly and honestly.
Adhere to the conditions of a contract or to theterms of placement until either has beenterminated legally or by mutual consent,
Accept no commitment that will impair theeffectiveness of ones professional service andpermit no exploitation of their professionalposition.
IV.a. Foster Parents accept the responsibility ofinsuring that the rights and responsibilities ofall parties are being fulfilled.
lV.b. Foster Parents shall inform all parties of basicexpectations they have for those using theirservices,
IV.c. Foster Parents shall have the right to requestthe Ministry of Social Services to conduct apersonal written review. Foster Parents willhave the right to request access to this filefor the purposes of review and rebuttal.
IV.d. Foster Parents will support the Resolution ofIssues process as outlined in BCFFPA policy.Foster Parents will support Protocol outliningthe Procedure for Investigation of AbuseAllegation.
lV.e. Foster Parents shall adhere to the conditionsof the contract and fostering agreement andaddress issues of disagreement throughappropriate committees and channels orrepresentatives.
lV.f. Foster Parents will adequately manage andaccount for all monies received under theFamily Child Maintenance Rate.
IV.g. Foster Parents shall keep all records asrequired by Ministry of Social Service andBCFFPA.
IV.h. Foster Parents shall consider their own homeand family when negotiating a placement andprovide for any areas of concern througheither a statement in the contract or arejection of the placement.
lV.i. Foster Parents shall share vital information
From Peer Review Guidelines Annual General Meeting, May 1994
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BritishColumbiaFederationofFosterParentAssociations
PRINCIPLESPROCESSESOUTCOMES
suchaspastandfutureconcernsseenascrucialtothesafetyandwell-beingofboththefosterchildandfosterfamilies;basedontheirprofessionaljudgement.
FromPeerReviewGuidelinesAnnualGeneralMeeting,May1994
