P Ratings Manual 3rd (revised) Edition A S S I N G PASSING A Tool for Analyzing Service Quality According to Wolf Wolfensberger Wolf and Social Role Valorization Criteria. Susan Thomas Ratings Manual 3rd (revised) Edition Wolf Wolfensberger and Susan Thomas © Copyright 2007 Published by: Training Institute for Human Service Planning, Leadership and Change Agentry, Syracuse University • 800 South Wilbur Avenue, Suite 3B1 • Syracuse, New York 13204, USA Phone: 315.473.2978 • Fax: 315.473.2963 PASSING A TOOL FOR ANALYZING SERVICE QUALITY ACCORDING TO SOCIAL ROLE VALORIZATION CRITERIA Ratings Manual PASSING A Tool for Analyzing Service Quality According to Social Role Valorization Criteria Ratings Manual 3rd (revised) edition Corrected 2nd Printing, 2008 Wolf Wolfensberger & Susan Thomas Copyright 2007, by Wolf Wolfensberger Published by: Training Institute for Human Service Planning, Leadership and Change Agentry, Syracuse University 800 South Wilbur Avenue, Suite 3B1 Syracuse, New York 13204 USA phone 315/473-2978 fax 315/473-2963 The correct reference for this work in the style of the American Psychological Association is: Wolfensberger, W., & Thomas, S. (2007). PASSING. A tool for analyzing service quality according to Social Role Valorization criteria. Ratings manual (3rd rev. ed.). Syracuse, NY: Training Institute for Human Service Planning, Leadership & Change Agentry (Syracuse University). Table of Contents Page Acknowledgements.......................................................................................................................... 3 Introduction and Overview ............................................................................................................... 4 Background .......................................................................................................................... 4 Purposes and Applicability of PASSING.................................................................................. 5 Structure of PASSING ............................................................................................................ 6 The Conduct of an Assessment............................................................................................. 9 Conclusion ......................................................................................................................... 11 The Rationales for the 5 Rating Levels, and Guidelines for Assigning Levels to Ratings................... 12 Principles That Underlie the Assignment of All Rating Levels............................................... 12 The Specific Rating Level Principles..................................................................................... 13 Miscellaneous Other Guidelines .......................................................................................... 15 How This 3rd (2007) Edition Does and Does Not Differ From the 2nd (1983) Edition ...................... 16 Suggestions on How to Read, Study and Use the PASSING Ratings Manual, and a Checklist for Reading and Review of the PASSING Ratings Manual................................................ 23 Alphabetic Glossary of Special Terms ............................................................................................. 29 1 Ratings Primarily Related to Social Image Enhancement............................................................... 41 Introduction to the Issues of Social Imagery and Image Enhancement ................................. 41 The Reality, Power, and Prevalence of Social Imagery .......................................................... 41 The Process of Image Association (“Juxtaposition”) and Transfer......................................... 44 The Facilitation of Image Transfer....................................................................................... 45 The Power of Image Transfer in Social Relationships ........................................................... 47 Important Value Attributes of People That Imagery Can Convey or Affect ............................ 48 Conclusion to the Issues of Social Imagery and Image Enhancement ................................... 51 11 Image-Related Physical Setting of the Service ............................................................. 53 111 Service-Neighborhood Harmony...................................................................... 55 R1111 Setting-Neighborhood Harmony ....................................................... 57 R1112 Program-Neighborhood Harmony ..................................................... 63 112 Setting Aesthetics ........................................................................................... 71 R1121 External Setting Aesthetics................................................................ 73 R1122 Internal Setting Aesthetics ................................................................ 79 113 Setting Appearance Congruity With Culturally Valued Analogue ....................... 85 R1131 External Setting Appearance Congruity With Culturally Valued Analogue .................................................................................................. 87 R1132 Internal Setting Appearance Congruity With Culturally Valued Analogue .................................................................................................. 93 114 Setting Age Image ........................................................................................... 99 R1141 External Setting Age Image ............................................................. 101 R1142 Internal Setting Age Image .............................................................. 107 115 Miscellaneous Image Aspects of the Physical Setting...................................... 113 R1151 Image Projection of Setting--Physical Proximity .............................. 115 R1152 Image Projection of Setting--History............................................... 121 R1153 Image Projection of Setting--Other Internal Physical Features ......... 127 Overarching Considerations Shared by the Thirteen Ratings Under the Rubrics 12 Image-Related Service-Structured Groupings, Relationships, & Social Juxtapositions, & 22 Competency-Related Service-Structured Groupings & Relationships .............................. 133 12 Image-Related Service-Structured Groupings, Relationships, & Social Juxtapositions. 137 R121 Image Projection of Program-to-Program Juxtaposition ............................... 139 R122 Service-Neighborhood Assimilation Potential ............................................... 147 Overarching Considerations Shared by the Four Ratings Under the Rubrics 123 Image Projection of Intra-Service Recipient Grouping Composition, & 221 Competency-Related Intra-Service Recipient Groupings................................... 155 1 Page 123 Image Projection of Intra-Service Recipient Grouping Composition................... 159 R1231 Image Projection of Intra-Service Recipient Grouping--Social Value ...... 161 R1232 Image Projection of Intra-Service Recipient Grouping--Age Image ........ 169 R124 Image-Related Other Recipient Contacts & Personal Relationships................... 177 125 Server Image Issues……. ................................................................................. 187 R1251 Server-Recipient Image Transfer ........................................................... 189 R1252 Server-Recipient Image Match............................................................... 197 13 Image-Related Service-Structured Activities & Other Uses of Time.............................. 205 R131 Culture-Appropriate Separation or Combination of Program Functions ........... 207 R132 Image Projection of Service Activities & Activity Timing ................................... 215 R133 Promotion of Recipient Autonomy & Rights ..................................................... 225 14 Image-Related Miscellaneous Other Service Practices ................................................. 233 R141 Service Address of Recipient Personal Impression Impact ................................ 235 R142 Image-Related Personal Possessions ............................................................... 243 143 Image Projection of Language & Labeling Practices.......................................... 251 R1431 Image Projection of Personal Labeling Practices .................................... 253 R1432 Serving Entity, Program, Setting, & Location Names .............................. 259 R144 Image Projection of Service Funding................................................................ 269 R145 Image Projection of Miscellaneous Aspects of a Service ................................... 277 2 Ratings Primarily Related to Personal Competency Enhancement.................................................. 283 21 Competency-Related Physical Setting of the Service .................................................... 287 211 Setting Access................................................................................................. 289 R2111 Setting Access--Recipients & Families .................................................. 291 R2112 Setting Access--Public......................................................................... 297 R212 Availability of Relevant Community Resources................................................. 303 R213 Physical Comfort of Setting ............................................................................. 311 R214 Challenge/Safety Features of Setting ............................................................... 317 R215 Individualizing Features