How to Use This Document s1

MIL Narrative Template | January 2013

Military & Family Readiness Administration and Management Standards Administration and Management (MIL-AM) Programs Human Resources Management (MIL-HR) Risk Prevention and Management (MIL-RPM

Service Delivery Administration Standards COA Narrative Templates Administrative and Service Environment (MIL-ASE) Customer Rights (MIL-CR) Training and Supervision (MIL-TS)

Service Standards Emergency Family Assistance (MIL-EFA) Exceptional Family Member Program Family Support (MIL-EFMP) Family Advocacy Program Services (MIL-FAP) Financial Readiness Programs (MIL-FR) Generic Service Summary Supplement (MIL-GSS) Military Lifestyle Support and Education (MIL-MLSE) Non-Medical Individual and Family Counseling (MIL- NMC) Volunteer Coordination (MIL-VC) Youth Development Services (MIL-YD)

How to Use This Document: The M&FRP Narrative Template can be used to draft responses to the Administration and Management, Service Delivery Administration, and Service Narrative questions. A program's responses to the Narrative questions are an integral component of its Self-Study evidence. Once a program is satisfied that its responses to the Narrative questions have finalized, their completed responses can be copied and pasted into its MyCOA Portal.

1 MIL Narrative Template | January 2013

Administration and Management (MIL-AM) Narrative Draft

1. Cite 2-3 examples of activities or decisions that contributed to effective cross-organizational collaboration.

2. Identify a part of your long-term or strategic plan that has been: a. the most difficult to advance, and indicate the reasons why; and b. the least difficult to advance, and indicate the reasons why. (E.g., In the face of continued budget cuts, we have become creative in addressing the support needs of the military spouses we serve. We have successfully done this by increasing our volunteer pool through outreach and improved recognition efforts. This has allowed us to meet the needs of more spouses by setting up mentorships...)

3. Describe how program leadership uses available data to set strategic direction. Specify any significant political, regulatory, cultural or economic changes that have impacted your direction and/or ability to fulfill your mission. (E.g., Utilization levels are tracked and reviewed by program leadership on a quarterly basis to identify services that are being under-utilized and may require greater outreach or improvement...)

4. Describe activities that create an open and transparent system of accountability in your program. Provide specific examples of how you provide access to information about the program to your stakeholders.

5. Cite two examples of activities or decisions that your program has made that demonstrate implementation of the conflict of interest policy.

6. Explain how your program creates a culture that promotes excellence and continual improvement, and focuses on promoting satisfaction and positive outcomes.

7. Who is involved in deciding what goals and outcomes will be measured, and what the indicators will be? How would your program describe its progress/status with implementing outcomes measures?

8. How does the program know if the information it collects as part of the PQI process is valid, reliable, and relevant? Cite an example of data the program knows is valid and reliable for at least two of the following: a. program operations; b. the quality of programming and services provided; c. program results; and/or d. satisfaction and outcomes of customers.

9. Cite 2-3 examples of improvement efforts that have occurred in response to data/information generated by your PQI efforts.

10. Provide a description of persons and families served by the family readiness program.

11. Provide any additional information that would increase the Peer Review Team's understanding of how your administration and management practices support achievement of the programs, missions, and strategic goals.

Human Resources Management (MIL-HR) Narrative Draft

1. Describe how your program manages its human resources. Who is responsible for overseeing the human resource responsibilities outlined in MIL-HR?

2. Describe any challenges that your program has faced with regard to recruiting qualified staff. Has your program implemented any solutions that have proven effective? (E.g. There is a shortage of MSW's in our area. In addition, funding cuts have made it difficult to pay for direct service staff with advanced degrees. To address these challenges...)

3. Provide any additional information that would increase the Peer Review Team's understanding of how your human resources practices contribute to customer satisfaction and positive service delivery results.

4. A list of administrative and management staff, organized by program, that includes: a. name

b. title c. degree held and/or other credentials d. FTE e. length of service at the program f. time in current position

Risk Prevention and Management (MIL-RPM) Narrative Draft

1. Describe the program's overall approach to risk prevention and management.

2. Describe 2-3 examples of how your program responded to risks identified by the risk management review processes. Please describe the steps, the decision-making process, and actions taken to bring the issue to resolution. This may include corrective action in response to issues identified in annual certification or regulatory reviews.

3. Which systems, if any, are computerized and which are not (e.g., The financial management system, PQI, human resources)? Are customer files maintained electronically or in hard copy?

4. Provide any additional information that would increase the Peer Review Team's understanding of how your risk prevention and management processes contribute to the achievement of mission and the reduction of exposure to risk.

Administrative and Service Environment (MIL-ASE) Narrative Draft

1. Describe the overall environment in which your programs operate and any environment-related security or emergency preparedness issues that may impact your programs. (E.g., Our facilities are located on an installation. As such, access to our facilities is limited. However, our location on a military installation also exposes us to additional threats including...)

2. Cite 2-3 examples of activities or decisions that your program has undertaken that contributed to the health and safety of customers, staff, and visitors. (E.g., Over the past 12 months our program has designed and implemented an extensive training

program to ensure that all current and incoming staff receive comprehensive training on how to respond to medical threats and emergencies. As part of this program, we have scheduled training sessions on...)

3. Provide any additional information that would increase the Peer Review Team's understanding of how your program creates a safe and respectful environment that contributes to productivity and effective service delivery.

Customer Rights (MIL-CR) Narrative Draft

1. Cite 2-3 examples of activities or decisions that your program has undertaken to protect and promote customer rights. (E.g., Following a recent review of the release for disclosure of confidential information form, it was decided that the form needed updating. In July, we released an updated form and trained staff on its use....)

2. Identify a part of your customer rights practices that has been: a. the most difficult to advance, and indicate the reasons why; and b. the least difficult to advance, and indicate the reasons why . (E.g., Due to several recent changes in program leadership, we have been working on drafting more comprehensive complaint procedures to replace the informal system that was previously in place. Drafting the procedures, training staff, and incorporating results into Performance and Quality Improvement (PQI) and risk management practices has taken longer than anticipated as staff settle into their new positions...)

3. Describe how your program reconciles its confidentiality and privacy practices with legal requirements on the release of identifying information, mandatory reporting, and duty to warn. (E.g., The results of last year's staff satisfaction survey identified confidentiality guidelines as an area of primary concern among direct service staff. In response, we have designed an extensive training program on confidentiality policies including the relationship between program policies and legal regulations...)

4. Provide any additional information that would increase the Peer Review Team's understanding of how your customer rights practices promote respect for the rights and dignity of customers.

Training and Supervision (MIL-TS) Narrative Draft

1. Describe the structure of your training and personnel development program.

2. Describe your system of supervision (individual, group, peer. etc.).

3. Provide any additional information that would increase the Peer Review Team's understanding of how your training and supervision activities support staff and promote staff competence.

Emergency Family Assistance (MIL-EFA) Narrative Draft

1. Provide an overview of the different programs being accredited under this section. The overview should describe: a. the programs' service philosophy and approach to delivering services; b. eligibility criteria; and c. any unique or special services provided to specific populations.

2. If elements of the service (e.g., assessments) are provided by contract with outside programs or through participation in a formal, coordinated service delivery system, provide a list that identifies the providers and the service components for which they are responsible. Do not include services provided by referral.

3. Provide any other information you would like the peer review team to know about these programs.

4. As applicable, a list of groups or classes including, for each group or class: a. the type of activity/group; b. whether the activity/group is short-term or ongoing; c. how often the activity/group is offered; d. the average number of participants per session of the activity/group, in the last month; and

e. the total number of participants in the activity/group, in the last month.

5. A list of any programs that were opened, merged with other programs or services, or closed.

6. A list or description of program outcomes and outputs being measured.

Family Advocacy Program Services (MIL-FAP) Narrative Draft

4. As applicable, a list of groups or classes including, for each group or class: a. the type of activity/group; b. whether the activity/group is short-term or ongoing; c. how often the activity/group is offered; d. the average number of participants per session of the activity/group, in the last month; and e. the total number of participants in the activity/group, in the last month.

Family Readiness Programs (MIL-FR) Narrative Draft

1. Provide an overview of the different programs being accredited under this section. The overview should describe: a. the programs' service philosophy and approach to delivering services; b. eligibility criteria; c. any unique or special services provided to specific populations; and d. any additional information referenced in the Tables of Evidence.

4. As applicable, a list of groups or classes including, for each group or class: a. the type of activity/group b. whether the activity/group is short-term or ongoing c. how often the activity/group is offered d. the average number of participants per session of the activity/group, in the last month e. the total number of participants in the activity/group, in the last month

Generic Service Summary Supplement Narrative Draft

1. Provide an overview of the different programs being accredited under this section. The overview should describe: a. the programs' service philosophy and approach to

delivering services; b. eligibility criteria; and c. any unique or special services provided to specific populations.

3. Address staffing patterns and staff competencies by providing: a. Program staffing chart that includes lines of supervision. b. List of program personnel that includes: a. name; b. title; c. degree held and/or other credentials; d. FTE or volunteer; e. length of service at the program; and f. time in current position.

4. Table of contents of training curricula.

5. Provide any other information you would like the peer review team to know about the program.

Military Lifestyle Support and Education (MIL-MLSE) Narrative Draft

Non-Medical Individual and Family Counseling (MIL-NMC) Narrative Draft

1. Provide an overview of the different programs being accredited under this section. The overview should describe: a. the programs' service philosophy and approach to delivering services; b. eligibility criteria; and

c. any unique or special services provided to specific populations.

4. As applicable, a list of groups or classes including, for each group or class: a. the type of activity/group b. whether the activity/group is short-term or ongoing c. how often the activity/group is offered d. the average number of participants per session of the activity/group, in the last month e. the total number of participants in the activity/group, in the last month

Volunteer Coordination (MIL-VC) Narrative Draft

2. If elements of the service (e.g., assessments) are provided by contract with outside programs or through participation in a formal, coordinated service delivery system, provide a list that identifies the providers and the service components for which they are responsible.

Do not include services provided by referral.

Youth Development Services (MIL-YD Narrative Draft

4. As applicable, a list of groups or classes including, for each group or class: a. the type of activity/group;

b. whether the activity/group is short-term or ongoing; c. how often the activity/group is offered; d. the average number of participants per session of the activity/group, in the last month; and e. the total number of participants in the activity/group, in the last month.