for Alcohol and Drug Treatment Servicesthe service commissioning process in drugs and alcohol. These standards - Commissioning Standards: Drug & Alcohol Treatment & Care (1999) - are

Organisational Standardsfor Alcohol and Drug Treatment

Services

A L C O H O L C O N C E R N

The QuADS Organisational Quality Standards Manual for alcohol and drug treatmentservices was developed by the QuADS Project, a joint Alcohol Concern/ StandingConference on Drug Abuse (SCODA) project funded by the Department of Health, andactively supported by the United Kingdom Anti-Drugs Co-ordination Unit.

Alcohol Concern is:• the national agency on alcohol misuse;• working to reduce the level of harm caused by alcohol misuse and to develop the range

and quality of services available to problem drinkers and their families;• England’s primary source of information and comment on a wide range of alcohol-related

matters.

The Standing Conference on Drug Abuse (SCODA) seeks to reduce the harmful effectsof drug use through informed debate, the promotion of best practice, and effective,comprehensive services. It is an independent membership organisation, providing a voicefor drug services and others concerned about the effects of drug use on individuals andcommunities.

© Alcohol Concern & SCODA: December 1999ISBN 0 948970 37 5

All rights reserved. Enquires about copying this publication should be made to thepublications offices at SCODA and Alcohol Concern. QuADS should be credited whenstandards or material from this manual are used in any other context.

Alcohol Concern DrugScopeWaterbridge House Waterbridge House32-36 Loman Street 32-36 Loman StreetLondon SE1 0EE London SE1 0EETel: 020-7928-7377 Tel: 020-7928-1211Fax: 020-7928-4644 Fax: 020-7928-1771E-mail: [email protected] E-mail: [email protected]

This manual was developed and written by the QuADS team, in consultation withprofessionals from the drug and alcohol treatment field. The QuADS team involved in thedevelopment of this manual were Peter Child (Management Consultant) and:

Alcohol Concern DrugScopeSue Baker , Assistant Director Annette Dale-Perera , Head of Policy

& PracticeIain Armstrong , Quality Projects Fiona Hackland , Policy OfficerDevelopment Officer Rachel Morley , Service Development Tim Murray , Policy AssistantTeam Assistant

Acknowledgments

Many drug and alcohol services and other professionals working in the drug and alcoholtreatment field participated in the consultation and piloting of the first draft standardsmanual. The QuADS team would like to thank all those who gave their time and expertiseby returning the consultation questionnaire, attending regional “roadshows”, or piloting thestandards in their service.

We would also like to thank our advisory group for their input in the development andconsultation on the standards. The advisory group was made up of representatives fromthe following organisations:

Association of Directors of Social ServicesCranstoun Drug ServicesDepartment of HealthEast Lancashire Drugs PartnershipEuropean Association for the Treatment of Addiction (EATA)HM Prison ServiceInner London Probation ServiceNational Addiction CentrePhoenix HouseRiverside Mental Health Trust Substance Misuse ServicesRoyal College of NursingRoyal College of PsychiatristsRugby HouseSocial Services InspectorateSubstance Misuse Advisory Service (SMAS)Turning PointUnited Kingdom Anti-Drugs Co-ordination Unit (UKADCU)Welsh Drug and Alcohol Unit

We would also like to thank Peter Child for his work in the writing and revising of thismanual, and to Richard Elliot for coordinating the piloting of the manual in the South WestDrug Services Audit Project. Both Peter and Richard were members of the QuADS teamfor the first phase of the project.

CONTENTS

Introduction 1

How to Use the Manual 5

Glossary of terms 9

Section 1: Core Management Standards

Governance for voluntary sector organisations1. The Management body 12

The Management of focus, direction and change2. Mission statement 143. Strategic and business planning 164. Financial strategy and management 18

Human resource management and development5. Human resource management - general 226. Recruitment and selection procedures 267. Human resource performance management systems 288. Human resource development 309. Volunteers 32

Managing environments10. Managing environments for care provision 34

Managing external relationships11. Working with commissioning bodies 3612. Working with other providers 38

Performance monitoring and review13. Performance monitoring 4014. Quality assurance 4215. Policy and procedures 44

Section 2: Core service user charter standards

16. Involving and empowering service users 4617. Confidentiality and right of access to information 4818. Complaints procedures 5019. Equal opportunities 5220. Self-help and advocacy 5421. Privacy, dignity and respect 56

Section 3: Core care standards

Access22. Accessibility 6023. Referral 6224. Assessment 64

Planned care25. The treatment approach - general 6826. Care planning 7027. Care review 7228. Case closure/transfer 74

Section 4: Service specific standards

29. Health promotion and advice 7630. Counselling and psychotherapy services 7831. Prescribed interventions for drug users 8032. Alcohol detoxification 8433. Outreach services 9034. Needle exchange 9235. Residential services 96

Section 5: Target group standards

36. Services for children and young people 10037. Services for drug and alcohol misusing parents and their children 106

Appendices1. Recommendations from Department of Health to commissioning 110 authorities as to the services/outputs they should expect from providing agencies.2. Service users’ charter of rights and responsibilities 1133. The 10 Key Policy Principles for working with children and young people 1144. Outcome domains as defined in the “Effectiveness Review” 1165. The objectives of the second and third phases of QuADS. 117

Reading Sources 118

QuADS Organisational Standards for Alcohol and Drug Treatment Services

1

Introduction

1. Who the manual is for

The QuADS Organisational Standards manual is intended for use by alcohol and drugtreatment service providers as an assessment tool, to help with the development of qualityin services. It provides an opportunity for services to audit comprehensively all aspects oftheir organisational practice and to determine areas of strength or areas where furtherdevelopment is required. It will form the basis of the forthcoming national qualityassessment system for alcohol and drug treatment providers.

The manual will also be useful for other professionals who work with drug and alcoholtreatment services. These may include:

• Drug Action Teams• Health Authority Commissioners• Social Services Commissioners• Probation Service• Youth Offending Teams• Prison Area Drugs Co-ordinators• Primary Care Groups/Trusts• Community Care assessors.

2. The national policy context

The White Paper Tackling Drugs to Build a Better Britain (1998) sets out a clearcommitment to improving the quality and range of drug services, and the UK Anti-Drugs Co-ordinator’s First Annual Report and National Plan (1999) sets out clear targets for drugtreatment.

The Key Performance Target is to increase the participation of problem drug misusers,including prisoners, in drug treatment programmes which have a positive impact on healthand crime by 100% by 2008; and by 66% by 2005.

The targets set for 2002 include:

• requiring all DATs to have established a maximum waiting time for admission into a drugtreatment service and to be monitoring agencies’ performance

• having in place national occupational standards for specialist drug and alcohol workers• ensuring that all treatment programmes accord with a nationally accepted quality

standard.

The QuADS organisational standards are part of the nationally accepted quality standardsfor drug treatment services.

The Government is currently drafting a National Alcohol Strategy for publication in early2000. The broad aims of the strategy were set out in the Government's public health WhitePaper Saving Lives: Our Healthier Nation (1999) as encouraging people who drink to do sosensibly, protecting communities and individuals from alcohol related anti-social andcriminal behaviour, and providing services of proven effectiveness that enable people toovercome their alcohol misuse problems. The areas likely to be covered by the strategy are:


2

• support and treatment for problem drinkers• community and domestic safety• binge drinking• young people's drinking.

The importance of quality in service delivery will therefore be both an explicit strand of thestrategy and an implicit requirement in order to enable services to play their role indelivering other elements of the strategy. As with Tackling Drugs to Build a Better Britain,QuADS will be key in the achievement of strategic objectives.

2. Backgr ound to QuADS

2.1 The need for quality standardsThe 1996 Task Force to Review Services for Drug Misusers (the “Effectiveness Review”)highlighted the variable quality of drug treatment services especially in the areas of:• management systems• monitoring systems• forward planning.

2.2 The origins of the projectAlcohol Concern and SCODA both have long histories of working on behalf of theirrespective fields to improve service quality. This includes extensive audit, the provision ofadvice and support, and the publication of in depth briefings, guidance and handbooks. Italso includes the development of some of the earliest standards for good practice in serviceprovision, and an accreditation scheme for the training of volunteers.

Extensive consultation undertaken with both the fields identified clear support for furtherdevelopment of quality standards, leading towards agency accreditation. It was also clearfrom both the alcohol and drugs fields that quality standards should be written for bothalcohol and drug services. Alcohol Concern and SCODA therefore decided that work onquality should be progressed jointly by the two organisations and QuADS was born.

2.3 QuADS Phase 1The first Phase of the QuADS project had two main objectives:• to fast track the development and piloting of core quality standards for specialist services

and• to undertake a wide multi-disciplinary consultation exercise on formal quality systems for

specialist alcohol and drug service providers.

In the first phase of the QuADS project, the team:• completed and distributed the first Draft Quality Standards Manual for Alcohol and Drug

Treatment Services, following consultation with key providers, commissioners and otherprofessional stakeholders

• conducted a national pilot of the first draft QuADS standards with a range of alcohol anddrug services

• conducted a wide consultation exercise on the first draft standards, and on proposals forformal quality systems

• reported to the Department of Health, on the results of the consultation on formal qualitysystems and the QuADS pilot.


3

In addition, Alcohol Concern and SCODA undertook a contract to design and pilot anaccreditation scheme for the Drug Prevention Initiative (now the Drug Prevention AdvisoryService) for trainers providing basic drug awareness courses. The findings of the pilot wereused to inform decisions about methods and the feasibility of quality assurance andaccreditation in the sector.

3. A consultative approach to developing standards

The manual was drafted in consultation with service providers, SCODA and AlcoholConcern fora, and the QuADS advisory group. Consultation on the first draft examined theapplicability and relevance of the standards, the implications for implementation as well asidentifying detailed changes and additions to the content of the standards. The largeconsultation group consisted of alcohol and drug treatment providers, commissioners, DrugAction Teams and other stakeholders.

From the consultation, there was an expressed need for sections of standards in themanual to be developed, particularly the service specific standards and target groupstandards. Also, the expressed need for training of treatment service staff re-emphasisedthe already identified need for the development of professional competency standards.

The QuADS quality standards were also developed in consultation with the SubstanceMisuse Advisory Service (SMAS), who have developed parallel quality standards related tothe service commissioning process in drugs and alcohol. These standards - CommissioningStandards: Drug & Alcohol Treatment & Care (1999) - are available from SMAS.

4. QuADS and organisational development

For some organisations, the QuADS quality standards may pose some challenges tocurrent practice. However, services can and should meet the comprehensive standardscontained in the manual. Organisational change and development takes time and hasresource implications. Therefore, services will need to plan effectively and timetable theiragenda for quality improvements.

Studying, assessing and evaluating organisational practice provides the greatestopportunity for developing high quality and effective organisations and services. Inpreparing these quality standards, Alcohol Concern and SCODA have taken into accountthe fact that different providers will be at different stages in their development of qualitysystems. The range of service provision within the alcohol and drugs field e.g. counsellingservices, structured programmes for residential and community-based detoxification,rehabilitation, crisis intervention, and their provision for varying levels of need have alsobeen considered.

5. Future development of QuADS

Over the next few years, QuADS plans to develop a formal quality assessment system,support mechanisms to help alcohol and drug services implement the standards anddevelop professional competency standards. For details of future work, see Appendix 5.


4

6. The Wider Quality Agenda

The QuADS standards were developed in an environment of quality assurance and servicedevelopment. As a result of this environment, other national and international qualityinitiatives may impact on the planning, commissioning and delivery of alcohol and drugservices. These initiatives include Best Value, Investors in People (IiP) and the EuropeanExcellence Model (also known as the Business Excellence Model).

It is best to consider QuADS as containing organisational standards which are specific tothe provision of services to drug and/or alcohol misusers. Within the wider context ofquality, initiatives such as Best Value, IiP and the European Excellence Model (EEM),QuADS standards:• are a tool for developing services so that they are better placed to demonstrate their

quality within Best Value• provide management standards which are comparable to indicators within the EEM. This

relationship means that services which gather evidence for QuADS managementstandards will, concurrently, be able to provide evidence for some of the indictors of EEM

• provide management standards which are comparable to indicators in IiP. This meansthat services who already have IiP in place will be able to provide evidence to meet all ormost of the QuADS management standards.


5

How to Use This Manual

1. Applicability of the standards

The manual is divided into sections relating to service delivery in alcohol and drug services.

Sections 1 - 3 will be applicable to all services, and are therefore labelled Core standards,which all services will be expected to meet.

Sections 4 & 5 are specific to particular services (e.g. Outreach services) and targetedgroups of people (e.g. young people) and will therefore be relevant only to particularservices. Services should first determine which standards are applicable to them.

For example: an adult residential service may have to meet• all of the Core standards (perhaps with the exception of volunteers if they have none)• the sections from service specific standards on healthcare, residential services,

counselling, and drug and alcohol misusing parents (if they work with this target group).

2. The format of the standards

An example of a standard is shown below, taken from Standard 6: Recruitment andselection procedures.

Standard Statement

The service has a comprehensive recruitment and selection system.

Criteria Evidence M/GP Criteriamet

Comment

6.1 There are written recruitment andselection policies and procedureswhich take account of equalopportunities legislation1 and theservice’s policy, and these arereviewed on a systematic basis

Recruitment andselectiondocument(s).

M

Guidance1. Including right of employment in the UK

Cross referencesCriterion 6.1 with standards 15: Policy and Procedures, and 19: Equal Opportunities

Each standard is made up of a standard statement, consisting of:

Standard Statement: This is the standard to which services should operate.

Criteria: There are a set of criteria which make up the standard. A service attains thestandard by meeting all the minimum criteria. Criteria are weighted according to whetherthey are at a level of:• minimum standards : these standards represent a level below which a service either

could not function or might function dangerously, unfairly or inefficiently.• good practice standards : these standards represent a level which, whilst not a

requirement for basic functioning, would be desirable for the provision of a qualityservice.


6

Evidence: This is what the service provides to demonstrate that they meet the criteria. Theevidence in this column is suggested evidence. Services may have different evidenceavailable to demonstrate that they meet the criteria.

Level of standards: The standards within the manual are divided into two levels asidentified within the column labelled M/GP (where M = minimum standard; GP = goodpractice standard).

Criteria met: This column allows the service to indicate if they can meet the criteria and isdesigned to be completed by each service. The column can be completed according to thefollowing scoring/evaluation system:

• criteria met (m)• criteria partially met (p/m)• criteria unmet (u)• criteria not applicable (N/A)

To meet a standard, all the minimum level criteria should be met.

Comment: There is a space left blank for the service to add any additional commentsrelating to the corresponding criteria.

Guidance notes: Most standards are accompanied by a set of guidance notes which helpclarify and explain some of the criteria. e.g. Criteria 6.1 above has a guidance note toexplain further that the equal opportunities legislation also includes right of employment inthe UK.

Cross-references: Each section is also accompanied by a set of cross-references whichrefer the criteria to a standard elsewhere in the manual.E.g. Criteria 6.1 cross-references with standard 15: Policy and Procedures, and standard19: Equal Opportunities. Evidence for standards 15 and 19 may also be applicable to thiscriterion.

The manual has been structured so that services can focus systematically on differentaspects of their organisation, e.g. service delivery, care processes, service userinvolvement, service user charter of rights and responsibilities and relationships with servicecommissioners and other providers.

Documents have been referenced throughout the QuADS manual. These are sources forfurther guidance on policy development.

3. Using the QuADS manual for self-assessment

A service can assess itself against each of the applicable standards from the manual. It isprobably advisable for one individual to be responsible for co-ordinating the self-assessment process and it might often be appropriate for one individual to conduct thewhole self-assessment. However, many services may want to involve the wider team in self-assessment and may encourage other individuals within (and even outside) theorganisation to take part.


7

It is permissible to take copies of relevant sections from the manual for the purpose outlinedabove, though it would breach copyright to produce complete duplicate copies of themanual.

For a suggestion on how a self-assessment process may work, see the flow diagram on thenext page.

4. Other ways of using the QuADS manual

Peer auditThe QuADS manual can be used in a peer audit setting, where a group of agencies (e.g.agencies in a particular area, particular service types) come together to form a group inwhich will they will assess each other’s services using the QuADS standards. This methodof assessment is more objective than self assessment, but has to be balanced against otherfactors which may be seen by some as detrimental, such as having their service open topotential “competitors”. The QuADS manual has already been used in a peer audit contextduring the piloting of the draft QuADS manual in the South West Drug Services AuditProject. This worked well in practice, with the pilot sites reporting that the QuADSstandards were ideally suited to peer audit.

External independent evaluationThe QuADS manual can be used for external audit and assessment, although at presentthere is no national system providing external audit. It is likely that in the future, alcohol anddrug services will be expected to meet the standards as part of a national qualityassessment system to meet the targets outlined in the First Annual Report and NationalPlan, 1999 (see Introduction). A “minimum load” accreditation system will be designed andpiloted by Alcohol Concern and SCODA as part of future work on QuADS.

If you have any further queries on how to use this standards manual, contact the QuADSteam on 020-7928-1211 (DrugScope) or 020-7928-7377 (Alcohol Concern)


8

Read through the manual indetail, deciding which elements

are relevant to the service.

Make one person responsiblefor quality

Individual staff aretasked with assessingdifferent parts of theservice against the

standards

E.g. Human resourcemanagement

Service assessment iscarried out by

collecting evidence ofcurrent policy and

practice andmeasuring it against

the standards

The results of theassessment are

compiled and takenback to the

management team

Where standards arenot met, action to

meet them and reviewmechanisms are

planned

Service management

Service managersand staff

Service managers andmanagement body/trustees


standards

E.g. Core carestandards


standards

E.g. Performancemonitoring and review




the standards




the standards


9

Glossary of Terms

AppraisalA regular evaluation of an employee’s (paid or unpaid) work and progress, usuallyconducted by the employee’s immediate line manager. Formal appraisal includesevaluation of past performance, targets for the future, and training needs. Informalappraisal can consist of any interview between an employee and their line manager, whereaspects of performance past, present and future are discussed.

AssessmentThe systematic identification of service user need within the framework set by the service,including eligibility criteria. It is expected that the assessment process will actively includethe service user.

Business PlanA blueprint for the future of the service which sets out the aims and objectives of the serviceand how it proposes to achieve them.

Care PlanA formally structured, written programme of the care that service users will receive based onassessment. It is expected that the service user will be actively involved in the process ofwriting the care plan.

CompetenceCompetence is the consistent performance of a task to a defined, measurable standard.Implicit in this is an understanding of the context within which the task is set.

Competence is a finite point which has either been reached or not. It is not usual to regardworkers as “nearly” or “very” competent. Competence is measured by examining outcomes,and assessment of competence does not measure or credit training, education or learning.However, the measurement of competence can identify training and learning needs.

CompetenciesThe written standards which define competent performance.

EffectivenessThe degree to which an intervention produces the desired outcomes.

EfficiencyThe optimal use of resources, e.g. financial, human, in the achievement of effective serviceprovision.

EmployeesPeople employed by the organisation (including volunteers and the chief executive officer).

Governance of voluntary organisationsThe overall guidance, direction and supervision of the organisation. In voluntaryorganisations, accountability and legal responsibility are the responsibility of a voluntarybody such as the management committee or trustees.


10

Human ResourcesAll employed staff and volunteers within the service.

InputsThe resources used to deliver the service. Inputs will include financial, human resourcesand physical resources.

KeyworkerThe staff member from the service designated to take the lead responsibility in relation to anominated service user.

Medical and Social CareAssistance and support to alleviate the effects of social, physical, psychological oremotional difficulties.

Needs Assessment :A systematic appraisal of the type, depth and scope of a problem. It has three components:• assessment of the nature and extent of the problem• assessment of the nature and extent of the existing resources and interventions• identification of the deficiencies or gaps which may be filled by a proposed intervention.

OutcomesDescription of change that has occurred in a service user which is attributable to theintervention or service process.

OutputsThe measurable units of service delivered to service users.

Performance ManagementAny system by which an organisation measures the quality and manages the quantity ofwork done by employees whilst identifying and planning for the filling of competence gaps.Performance management would usually refer to a combination of activities such assupervision sessions, jobchats, work plan discussions, formal performance appraisal,continual or random monitoring, individual development meetings, testing etc.

PolicyPrinciples and values within a coherent framework (usually a policy document/guideline)adopted by an service which inform agreed actions.

ProceduresMethod by which actions arising from the policy are accomplished.

QuADS Core standardsThose areas of organisational activity which are common to all services.

QuADS Service specific standardsThe standards which define specialised services which may or may not be undertaken byagencies.

QualityA known level of performance. The word ‘quality’ is often used in other contexts to imply asuperior or elite product or service. In the context of QuADS, a service which has beenmeasured against a QuADS standard is then of known quality in relation to that standard.


11

Quality AssuranceA guarantee that a service has been measured against a standard and been judged tomeet it. Any interested party can then choose to put trust in that judgement as a pre-measurement. The degree of assurance that can be gained will depend on the consistencyand objectivity of the measurement system.

Risk AssessmentA systematic appraisal of the type, depth and scope of risk related to an activity carried outby an individual. What constitutes risk will differ dependent on the characteristics of theindividual and the circumstances in which the activity takes place.

StandardA definitive set of criteria which describe the required level of attainment to provide acommon ‘yardstick’ against which all practices can be measured objectively.

StrategyA strategy is the overarching plan and direction of an entire operation/organisation. From astrategy, policies are formed.

TrainingThis is, broadly, any action designed to bring a person to a specified level of competence.The term should be considered in this context and could include many types of activity suchas open/distance learning, directed reading, mentorship, work shadowing, computer basedlearning, video based learning, coaching by a skilled worker as well as well as in-house orexternal classroom based activities.

Service UserCurrent terms for people who receive medical, nursing and social care services includeclient, customer, consumer, patient and service user. For simplicity, the term ‘service user’ isused throughout this document.

Shared careThe Department of Health defines shared care as:

“... the joint participation of specialists and GPs (and other agencies as appropriate) in theplanned delivery of care for patients with a drug misuse problem, informed by an enhancedinformation exchange beyond routine discharge and referral letters. It may involve the dayto day management by the GP of a patient’s medical needs in relation to his or her drugmisuse. Such arrangements would make explicit which clinician was responsible fordifferent aspects of the patient’s treatment and care. This may include prescribingsubstitute drugs in appropriate circumstances”.

Department of Health (1996) Reviewing shared care arrangements for drug misusers. EL(95)114. Annex A.Department of Health Circular. London

Volunteers (see also Employees)Those who work for the service on an unpaid basis. Although volunteers will usually bereimbursed for out-of-pocket expenses, they will not usually receive any remuneration.Volunteers would not normally have a contract of employment, although they might have anagreement or ‘compact’ with the organisation detailing their status, rights andresponsibilities. For the purposes of QuADS, volunteers are included in references toemployees.

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Sta

ndar

d 3:

Str

ateg

ic a

nd B

usin

ess

Pla

nnin

g

Sec

tion

1: C

ore

man

agem

ent s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

14

The

man

agem

ent o

f foc

us, d

irect

ion

and

chan

ge

2.

Mis

sion

sta

tem

ent

Sta

ndar

d S

tate

men

t

The

ser

vice

has

a m

issi

on s

tate

men

t whi

ch d

escr

ibes

the

aim

s of

the

serv

ice.

Crit

eria

Evi

denc

eM

/GP

Crit

eria

met

Com

men

t

2.1

The

mis

sion

sta

tem

ent w

as d

evel

oped

inco

nsul

tatio

n w

ith s

take

hold

ers.

1R

ecor

d of

sta

keho

lder

invo

lvem

ent.

M

2.2

The

mis

sion

sta

tem

ent f

eatu

res

in k

ey s

ervi

cedo

cum

ents

.M

issi

on s

tate

men

tin

clud

ed in

key

docu

men

tatio

n.

M

2.3

The

mis

sion

sta

tem

ent i

s re

gula

rly r

evie

wed

toen

sure

it r

efle

cts

serv

ice

chan

ge a

nd d

irect

ion

aspa

rt o

f the

str

ateg

ic a

nd b

usin

ess

plan

ning

proc

ess.

Min

utes

/ rel

evan

tdo

cum

ents

.M

Gui

danc

e no

tes

1. S

take

hold

ers

may

incl

ude

man

agem

ent b

ody,

sta

ff, s

ervi

ce u

sers

, ser

vice

com

mis

sion

ers,

oth

er r

elev

ant a

genc

ies.

Cro

ss-r

efer

ence

sT

his

stan

dard

cro

ss-r

efer

ence

s w

ith S

tand

ard

3: S

trat

egic

and

Bus

ines

s P

lann

ing.

Cri

terio

n 2.

1 w

ith S

tand

ards

11:

Wor

king

with

com

mis

sion

ing

bodi

es, 1

2: W

orki

ng w

ith o

ther

pro

vide

rs a

nd 1

6: In

volv

ing

and

empo

wer

ing

serv

ice

user

s

Sec

tion

1: C

ore

man

agem

ent s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

15

Sec

tion

1: C

ore

man

agem

ent s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

16

3.

Str

ateg

ic a

nd b

usin

ess

plan

ning

Sta

ndar

d S

tate

men

t

The

forw

ard

plan

ning

pro

cess

ens

ures

effe

ctiv

e an

d fo

cuse

d st

rate

gic

deve

lopm

ent a

nd m

anag

emen

t of t

he s

ervi

ce.

Crit

eria

Evi

denc

eM

/GP

Crit

eria

met

Com

men

t

Str

ateg

ic p

lann

ing:

3.1

The

ser

vice

has

a r

ollin

g st

rate

gic

plan

(3-

5 ye

ar)

whi

ch e

ncom

pass

es a

ll ke

y as

pect

s of

ser

vice

func

tions

.1

Pla

n ad

opte

d by

man

agem

ent b

ody.

M

3.2

Pla

n is

rev

iew

ed e

very

12

mon

ths

as p

art o

f the

busi

ness

pla

nnin

g pr

oces

s.E

vide

nced

thro

ugh

min

uted

mee

ting(

s) a

ndpl

anni

ng r

evie

w m

eetin

gs.

M

Bus

ines

s pl

anni

ng:

3.3

The

ser

vice

pro

duce

s an

ann

ual p

lan.

The

pla

nen

com

pass

es a

ll th

e ke

y as

pect

s of

the

serv

ice.

2A

nnua

l pla

n ap

prov

ed b

ym

anag

emen

t bod

y, a

ndre

flect

s th

e ke

y as

pect

s of

the

serv

ice.

M

3.4

Pla

n co

ntai

ns e

xplic

it ta

rget

s fo

r se

rvic

ede

velo

pmen

t, an

d th

e ta

rget

s re

late

to s

trat

egic

prio

ritie

s.3

Tar

gets

ref

lect

prio

ritie

s in

rele

vant

key

doc

umen

ts.

M

3.5

Pro

gres

s re

late

d to

the

achi

evem

ent o

f ide

ntifi

edta

rget

s is

reg

ular

ly r

evie

wed

.4M

inut

es/r

ecor

ding

rep

orts

.M

Sec

tion

1: C

ore

man

agem

ent s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

17

3.6

The

str

ateg

ic a

nd b

usin

ess

plan

ning

impl

emen

tatio

n is

eva

luat

ed a

t the

end

of t

hefin

anci

al y

ear

and

resu

lts i

nfor

m th

e st

rate

gic

and

busi

ness

pla

nnin

g pr

oces

s fo

r th

e co

min

g ye

ar.

Min

utes

/rel

evan

tdo

cum

enta

tion.

M

Gui

danc

e no

tes

1. F

unct

ions

incl

ude

finan

ce, h

uman

res

ourc

es m

anag

emen

t, m

arke

ting

and

serv

ice

deliv

ery.

2. F

unct

ions

as

for

1. T

he s

cale

of t

he b

usin

ess

plan

sho

uld

refle

ct th

e si

ze a

nd a

ctiv

ity o

f the

org

anis

atio

n. T

he b

usin

ess

plan

sho

uld

refle

ctth

e pe

rfor

man

ce d

eman

ds o

f the

age

ncy’

s se

rvic

e co

ntra

cts

and

targ

et d

evel

opm

ent g

oals

.3.

As

iden

tifie

d by

the

mis

sion

sta

tem

ent a

nd s

trat

egic

pla

n.4.

Sug

gest

ed m

inim

um r

evie

w q

uart

erly

.

Cro

ss-r

efer

ence

sT

his

who

le s

tand

ard

cros

s-re

fere

nces

with

Sta

ndar

ds 1

: The

Man

agem

ent B

ody

and

2: M

issi

on S

tate

men

t

Sec

tion

1: C

ore

man

agem

ent s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

18

4.

Fin

anci

al s

trat

egy

and

man

agem

ent

Sta

ndar

d S

tate

men

t

The

ser

vice

has

a fi

nanc

ial s

trate

gy a

nd m

anag

emen

t sys

tem

whi

ch c

ontri

bute

s to

its

gov

erna

nce

and

use

of f

inan

cial

reso

urce

s.

Crit

eria

Evi

denc

eM

/GP

Crit

eria

met

Com

men

t

4.1

Ser

vice

has

a fi

nanc

ial s

trat

egy

(for

a th

ree

to fi

veye

ar p

erio

d) w

hich

form

s pa

rt o

f the

str

ateg

ic p

lan.

As

cont

aine

d w

ithin

stra

tegi

c pl

an.

M

4.2

Fin

anci

al s

trat

egy

incl

udes

rec

ogni

tion

of a

llse

rvic

e ac

tiviti

es.1

Ref

lect

ed w

ithin

fina

ncia

lst

rate

gy.

M

4.3

Str

ateg

y is

rev

iew

ed a

nnua

lly a

s pa

rt o

f the

busi

ness

pla

nnin

g pr

oces

s.M

inut

es/r

ecor

ding

rep

orts

.M

4.4

Ann

ual b

udge

t ide

ntifi

es a

ll pr

ojec

ted

inco

me

and

expe

nditu

re a

nd is

rev

iew

ed q

uart

erly

with

rem

edia

l act

ion

take

n as

req

uire

d.

Min

utes

/rep

orts

.M

4.5

Spe

cific

asp

ects

of s

ervi

ce d

eliv

ery

shou

ld h

ave

unit

cost

ing.

2F

inan

cial

rep

orts

/bud

get

info

rmat

ion.

GP

4.6

The

re a

re w

ritte

n fin

anci

al p

roce

dure

s.R

elev

ant d

ocum

enta

tion.

M

4.7

Fin

anci

al r

espo

nsib

ilitie

s ar

e id

entif

ied

for

each

area

of s

ervi

ce a

ctiv

ity.

Job

desc

riptio

ns/ f

inan

cial

proc

edur

es.

M

Sec

tion

1: C

ore

man

agem

ent s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

19

4.8

All

thos

e w

ith r

espo

nsib

ility

for

finan

cem

anag

emen

t are

pro

vide

d w

ith u

p to

dat

e fin

anci

alin

form

atio

n.

Rep

orts

/brie

fing

sess

ions

.M

4.9

All

finan

cial

act

ivity

mus

t com

ply

with

sta

tuto

ryre

gula

tions

.D

emon

stra

ble

prac

tice,

rele

vant

doc

umen

tatio

nan

d au

dite

d ac

coun

ts.

M

4.10

Man

agem

ent b

ody

rece

ive

regu

lar

repo

rts

on th

efin

anci

al p

ositi

on o

f the

ser

vice

.3M

inut

es/r

epor

ts to

man

agem

ent b

ody

mee

tings

.

M

4.11

Mon

thly

fina

ncia

l ope

ratin

g st

atem

ents

and

cas

hflo

ws

are

prep

ared

.O

pera

ting

stat

emen

ts a

ndca

sh fl

ows.

GP

4.12

Reg

ular

mee

tings

to d

iscu

ss fi

nanc

ial i

ssue

s ta

kepl

ace

betw

een

the

trea

sure

r an

d di

rect

or a

nd/o

rfin

ance

man

ager

and

oth

er r

elev

ant m

embe

rs o

fst

aff.

Min

utes

/act

ion

note

s/re

port

s to

thes

em

eetin

gs.

GP

4.13

Agr

eed

proc

edur

es in

pla

ce fo

r pa

ying

bill

s,si

gnin

g ch

eque

s, m

anag

ing

petty

cas

h.4

Wri

tten

proc

edur

es.

M

4.14

Fin

anci

al s

yste

ms

adeq

uate

ly fa

cilit

ate

the

man

agem

ent o

f:•

reco

rdin

g in

com

e an

d ex

pend

iture

• P

AY

E•

Nat

iona

l Ins

uran

ce•

pens

ions

• V

AT

(w

here

app

ropr

iate

)•

Sch

edul

e D

.

As

refle

cted

with

in w

ritte

npr

oced

ures

.M

4.15

Aud

ited

acco

unts

are

pre

pare

d a

max

imum

of s

ixm

onth

s af

ter

the

end

of th

e fin

anci

al y

ear.

Sub

mis

sion

of a

udite

dac

coun

ts.

M

Sec

tion

1: C

ore

man

agem

ent s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

20

4.16

For

vol

unta

ry s

ecto

r or

gani

satio

ns:

The

man

agem

ent b

ody

and

all r

elev

ant s

taff

are

awar

eof

the

requ

irem

ents

of S

OR

P (

Sta

tem

ent o

fR

ecom

men

ded

Pra

ctic

e) a

nd e

nsur

e co

mpl

ianc

e.

Incl

usio

n in

indu

ctio

npr

oces

s.M

Gui

danc

e no

tes

1. A

ctiv

ities

may

incl

ude

serv

ice

deliv

ery,

cap

ital e

xpen

ditu

re, f

inan

cial

res

erve

s, r

even

ue/in

com

e .2.

Ser

vice

s sh

ould

aim

to d

evel

op s

yste

ms

whi

ch id

entif

y co

sts

per

serv

ice

user

epi

sode

.3.

Rep

orts

sho

uld

be s

ubm

itted

to m

anag

emen

t bod

ies

on q

uart

erly

bas

is (

at m

inim

um).

4. T

hese

sys

tem

s sh

ould

incl

ude

effe

ctiv

e sa

fegu

ards

to p

reve

nt th

eft a

nd e

rror

.

Cro

ss-r

efer

ence

sT

he w

hole

sec

tion

cros

s-re

fere

nces

with

Sta

ndar

ds 1

: The

Man

agem

ent B

ody

and

2: T

he m

issi

on s

tate

men

tC

rite

ria 4

.6, 4

.12

& 4

.13

with

Sta

ndar

d 15

: Pol

icy

and

proc

edur

es

Sec

tion

1: C

ore

man

agem

ent s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

21

Sec

tion

1: C

ore

man

agem

ent s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

22

Hum

an r

esou

rce

man

agem

ent a

nd d

evel

opm

ent

5.

Hum

an r

esou

rce

man

agem

ent –

gen

eral

Sta

ndar

d S

tate

men

t

The

ser

vice

ens

ures

that

man

agem

ent o

f hum

an re

sour

ces

is u

nder

take

n in

a w

ay th

at m

eets

ope

ratio

nal n

eeds

.

Crit

eria

Evi

denc

eM

/GP

Crit

eria

met

Com

men

t

5.1

Hum

an r

esou

rces

hav

e th

e co

mpe

tenc

e to

resp

ond

to th

e ne

eds

of th

e or

gani

satio

n an

dse

rvic

e us

er g

roup

.

Sta

ff sk

ills

com

pare

d to

iden

tifie

d se

rvic

e us

erne

eds.

M

5.2

The

com

posi

tion

of th

e st

aff t

eam

is a

ppro

pria

tely

bala

nced

in o

rder

to m

eet t

he n

eeds

of t

he ta

rget

serv

ice

user

gro

ups.

1

Hum

an r

esou

rces

com

pare

d to

ser

vice

use

rde

mog

raph

ic p

rofil

e an

dot

her

rele

vant

dat

a.

M

5.3

The

ser

vice

has

a s

taff

hand

book

and

pol

icie

sw

hich

effe

ctiv

ely

supp

ort t

he m

anag

emen

t of

hum

an r

esou

rces

.2

Pol

icie

sS

taff

hand

book

.M

5.4

The

ser

vice

has

a s

yste

m w

hich

effe

ctiv

ely

mon

itors

the

com

posi

tion

and

key

char

acte

ristic

sof

the

hum

an r

esou

rce

esta

blis

hmen

t.2

Sta

ff re

cord

s.M

5.5

Whe

re r

equi

red,

rep

rese

ntat

ive

bodi

es a

rein

volv

ed in

the

deve

lopm

ent a

nd m

aint

enan

ce o

fth

e hu

man

res

ourc

es s

yste

m.3

Tra

de U

nion

rec

ogni

tion

agre

emen

ts.

Agr

eem

ents

with

oth

erpr

ofes

sion

al b

odie

s.

M

Sec

tion

1: C

ore

man

agem

ent s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

23

5.6

Per

sonn

el r

ecor

ds a

re m

aint

aine

d in

a c

onfid

entia

lm

anne

r.4

Pol

icy

docu

men

ts a

ndse

cure

loca

tion

for

filin

gsy

stem

s.

M

5.7

The

age

ncy

dem

onst

rate

s th

at it

has

a p

olic

yfr

amew

ork

to s

uppo

rt th

e hu

man

res

ourc

est

rate

gy.5

Pol

icy

docu

men

ts.

M

5.8

The

re is

a w

ritte

n po

licy/

code

of c

ondu

ct w

hich

iden

tifie

s pr

ofes

sion

al b

ound

arie

s an

dre

spon

sibi

litie

s.

Pol

icy

docu

men

ts.

GP

Gui

danc

e no

tes

1. B

alan

ce in

term

s of

rac

e, g

ende

r, d

isab

ility

, age

, sex

ual o

rient

atio

n.2.

Thi

s sh

ould

incl

ude:

• st

atut

ory

requ

irem

ents

• or

gani

satio

nal n

eeds

(m

onito

r w

orkl

oad,

ski

lls m

ix e

tc.)

• su

perv

isio

n re

cord

s•

mat

erni

ty/p

ater

nity

• an

nual

lea

ve•

sick

ness

and

abs

ente

eism

• st

aff t

urno

ver

• di

scip

linar

y or

grie

vanc

e ac

tion

• ge

nder

• et

hnic

orig

in•

disa

bilit

y.3.

Thi

s m

ay in

clud

e tr

ade

unio

ns a

nd p

rofe

ssio

nal b

odie

s.

Sec

tion

1: C

ore

man

agem

ent s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

24

4. P

erso

nnel

rec

ords

cov

er:

• ap

plic

atio

n fo

rm/C

V•

refe

renc

es•

copy

of c

ontr

act

• jo

b de

scrip

tions

• re

cord

s of

leav

e or

sic

knes

s•

perf

orm

ance

app

rais

al.

5. T

he s

trat

egy

addr

esse

s:•

skill

s an

d qu

alifi

catio

ns•

recr

uitm

ent a

nd r

eten

tion

• re

dund

ancy

• tr

aini

ng a

nd d

evel

opm

ent

• he

alth

and

saf

ety

and

wel

fare

• em

ploy

ee r

elat

ions

• pe

rfor

man

ce a

ppra

isal

• pa

y an

d co

nditi

ons

• eq

ual o

ppor

tuni

ties.

Cro

ss-r

efer

ence

sC

rite

rion

5.2

with

Sta

ndar

ds 6

: Rec

ruitm

ent a

nd s

elec

tion

proc

edur

es, a

nd 1

9: E

qual

Opp

ortu

nitie

sC

rite

rion

5.4

with

Sta

ndar

d 13

: Per

form

ance

mon

itorin

gC

rite

ria 5

.6 -

5.8

with

Sta

ndar

d 15

: Pol

icy

and

proc

edur

es

Sec

tion

1: C

ore

man

agem

ent s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

25

Sec

tion

1: C

ore

man

agem

ent s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

26

6.

Rec

ruitm

ent a

nd s

elec

tion

proc

edur

es

Sta

ndar

d S

tate

men

t

The

ser

vice

has

a c

ompr

ehen

sive

recr

uitm

ent a

nd s

elec

tion

syst

em.

Crit

eria

Evi

denc

eM

/GP

Crit

eria

met

Com

men

t

6.1

The

re a

re w

ritte

n re

crui

tmen

t and

sel

ectio

npo

licie

s an

d pr

oced

ures

whi

ch ta

ke a

ccou

nt o

feq

ual o

ppor

tuni

ties

legi

slat

ion1 a

nd th

e ag

ency

’spo

licy,

and

thes

e ar

e re

view

ed o

n a

syst

emat

icba

sis.

Rec

ruitm

ent a

nd s

elec

tion

docu

men

t(s)

.M

6.2

All

post

s ha

ve r

elev

ant j

ob d

escr

iptio

ns a

ndca

ndid

ate

spec

ifica

tions

.Jo

b de

scrip

tions

and

cand

idat

e sp

ecifi

catio

ns.

M

6.3

All

empl

oyee

s ha

ve c

ontr

acts

of e

mpl

oym

ent a

ndco

nditi

ons

of s

ervi

ce.2

Con

trac

t of e

mpl

oym

ent

and

cond

ition

s of

ser

vice

docu

men

ts.

M

6.4

The

re a

re p

olic

ies:

•on

the

empl

oym

ent o

f peo

ple

who

hav

e/ha

ddr

ug a

nd/o

r al

coho

l rel

ated

pro

blem

s3

•w

hich

iden

tify

the

proc

edur

e fo

r po

lice/

loca

lau

thor

ity v

ettin

g of

pos

ts.

Pol

icy

docu

men

t(s)

.M

6.5

The

age

ncy

ensu

res

that

indu

ctio

n tr

aini

ng a

ndor

ient

atio

n fo

r ne

w s

taff

take

s pl

ace.

Indu

ctio

n re

cord

s.M

Sec

tion

1: C

ore

man

agem

ent s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

27

Gui

danc

e no

tes

1. In

clud

ing

the

right

to ta

ke u

p em

ploy

men

t in

the

UK

.2.

New

sta

ff sh

ould

rec

eive

a s

igne

d co

ntra

ct a

max

imum

of f

our

wee

ks a

fter

com

ing

into

pos

t. If

term

s an

d co

nditi

ons

are

bein

g ch

ange

d,co

nsul

t with

rep

rese

ntat

ive

bodi

es (

this

is a

lega

l req

uire

men

t in

som

e ca

ses)

.3.

See

SC

OD

A g

uida

nce

on c

linic

al w

ork

for

peop

le w

ith a

his

tory

of d

rug

prob

lem

s in

Enh

anci

ng D

rug

Ser

vice

s: a

man

agem

ent h

andb

ook

for

qual

ity a

nd e

ffect

iven

ess

(SC

OD

A 1

997)

. The

ser

vice

sho

uld

dete

rmin

e (w

ith a

dvic

e if

nece

ssar

y) it

s po

licy

on e

mpl

oyin

g pe

ople

with

conv

ictio

ns, w

hat j

obs

are

suita

ble

for

them

and

whi

ch a

re n

ot.

Cro

ss-r

efer

ence

sC

rite

rion

6.1

with

Sta

ndar

ds 1

5: P

olic

y an

d pr

oced

ures

, and

19:

Equ

al o

ppor

tuni

ties

Cri

terio

n 6.

2 w

ith S

tand

ard

5: H

uman

res

ourc

e m

anag

emen

t – g

ener

alC

rite

rion

6.4

with

Sta

ndar

d 15

: Pol

icy

and

proc

edur

esC

rite

rion

6.5

with

Sta

ndar

d 8:

Hum

an r

esou

rce

deve

lopm

ent

Sec

tion

1: C

ore

man

agem

ent s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

28

7.

Hum

an r

esou

rce

perf

orm

ance

man

agem

ent s

yste

ms

Sta

ndar

d S

tate

men

t

The

ser

vice

has

a h

uman

reso

urce

man

agem

ent s

yste

m th

at m

onito

rs, m

otiv

ates

and

sup

ports

per

form

ance

.

Crit

eria

Evi

denc

eM

/GP

Crit

eria

met

Com

men

t

7.1

Ser

vice

has

a p

olic

y th

at is

des

igne

d to

mon

itor,

mot

ivat

e an

d su

ppor

t sta

ff.1

Pol

icy

docu

men

t.S

taff

inte

rvie

w.

M

Gui

danc

e no

tes

1. T

radi

tiona

l app

roac

hes

to h

uman

res

ourc

e m

anag

emen

t inc

lude

sup

ervi

sion

and

app

rais

al s

yste

ms.

Sup

ervi

sion

may

incl

ude:

man

age

rial

supe

rvis

ion

in r

elat

ion

to jo

b de

scrip

tion

or w

orkp

lan,

ser

vice

eth

os c

asew

ork

supe

rvis

ion

(in r

elat

ion

to w

ork

with

ser

vice

use

rs)

or p

erso

nal

supe

rvis

ion

in r

elat

ion

to p

erso

nal i

ssue

s ra

ised

thro

ugh

wor

k. T

he a

ppra

isal

pro

cedu

re m

ay a

lso

enco

mpa

ss p

roce

dure

s fo

r m

onito

ring

achi

evem

ents

sin

ce la

st a

ppra

isal

and

targ

ets

to b

e ac

hiev

ed b

efor

e th

e ne

xt a

ppra

isal

.

Inve

stor

s in

Peo

ple

is th

e na

tiona

lly r

ecog

nise

d st

anda

rd fo

r de

velo

ping

and

sup

port

ing

staf

f in

line

with

org

anis

atio

nal g

oals

. Mor

ein

form

atio

n av

aila

ble

from

Inve

stor

s in

Peo

ple

(UK

) at

ww

w.ii

puk.

co.u

k

Sec

tion

1: C

ore

man

agem

ent s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

29

Sec

tion

1: C

ore

man

agem

ent s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

30

8.

Hum

an r

esou

rce

deve

lopm

ent

Sta

ndar

d S

tate

men

t

The

hum

an re

sour

ce d

evel

opm

ent a

ppro

ach

ensu

res

that

man

agem

ent,

staf

f and

vol

unte

ers

are

equi

pped

with

the

skill

s an

dab

ilitie

s to

mee

t the

obj

ectiv

es o

f the

ser

vice

.

Crit

eria

Evi

denc

eM

/GP

Crit

eria

met

Com

men

t

8.1

The

ser

vice

has

a h

uman

res

ourc

e de

velo

pmen

tst

rate

gy w

hich

rel

ates

to th

e st

rate

gic/

busi

ness

plan

ning

pro

cess

.

Hum

an r

esou

rce

deve

lopm

ent

stra

tegy

/str

ateg

ic/b

usin

ess

plan

s.

M

8.2

All

trai

ning

is p

lann

ed o

n th

e ba

sis

of:

•w

hat t

he n

eed

is•

how

it w

ill b

e re

spon

ded

to•

wha

t are

the

expe

cted

out

com

es o

f tra

inin

g an

dho

w w

ill it

s ef

fect

iven

ess

will

be

eval

uate

d.1

Ann

ual t

rain

ing

plan

.M

8.3

The

re a

re a

dequ

ate

finan

cial

res

ourc

es id

entif

ied

for,

and

allo

cate

d to

, the

trai

ning

pro

gram

me.

Fin

anci

al p

lan/

budg

etin

form

atio

n.M

8.4

The

trai

ning

pla

n sh

ould

inco

rpor

ate

indi

vidu

altr

aini

ng n

eeds

.P

erfo

rman

ce m

anag

emen

tre

cord

s.A

nnua

l tra

inin

g pl

an.

M

8.5

Tra

inin

g ta

kes

plac

e ac

cord

ing

to th

e tr

aini

ng p

lan.

Tra

inin

g re

cord

s.M

8.6

Tra

inin

g ef

fect

iven

ess

is e

valu

ated

aga

inst

obje

ctiv

es id

entif

ied

in th

e tr

aini

ng p

lan.

Per

form

ance

man

agem

ent

reco

rds.

Ann

ual t

rain

ing

plan

.

M

Sec

tion

1: C

ore

man

agem

ent s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

31

Gui

danc

e no

tes

1. T

he a

nnua

l tra

inin

g pl

an in

clud

es:

•a

stat

emen

t of s

ervi

ce p

riorit

ies

•a

clea

r sy

stem

for

iden

tifyi

ng s

taff

trai

ning

req

uire

men

ts•

links

bet

wee

n st

aff d

evel

opm

ent a

nd h

uman

res

ourc

e m

anag

emen

t sys

tem

s•

an a

ssur

ance

that

sta

ff ha

ve s

uffic

ient

com

pete

nce

at e

ach

leve

l.

Cro

ss-r

efer

ence

sC

rite

rion

8.1

with

Sta

ndar

d 3:

Str

ateg

ic a

nd b

usin

ess

plan

ning

Crit

erio

n 8.

2 w

ith S

tand

ards

7: H

uman

res

ourc

e pe

rfor

man

ce m

anag

emen

t sys

tem

s, 1

3: P

erfo

rman

ce m

onito

ring,

and

15:

Pol

icy

and

proc

edur

esC

rite

rion

8.3

with

Sta

ndar

d 4:

Fin

anci

al s

trat

egy

and

man

agem

ent

Crit

erio

n 8.

6 w

ith S

tand

ards

7: H

uman

res

ourc

e pe

rfor

man

ce m

anag

emen

t sys

tem

s, a

nd 1

5: P

olic

y an

d pr

oced

ures

Sec

tion

1: C

ore

man

agem

ent s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

32

9.

Vol

unte

ers

Sta

ndar

d S

tate

men

t

The

ser

vice

has

est

ablis

hed

effe

ctiv

e an

d su

ppor

tive

proc

edur

es fo

r the

man

agem

ent a

nd u

tilis

atio

n of

vol

unte

ers.

1

Crit

eria

Evi

denc

eM

/GP

Crit

eria

met

Com

men

t

9.1

The

re is

a w

ritte

n re

crui

tmen

t pro

cedu

re/p

olic

y fo

rvo

lunt

eers

.1V

olun

teer

pol

icy

docu

men

t(s)

.M

9.2

The

ser

vice

has

a w

ritte

n vo

lunt

eerin

g ag

reem

ent.

Vol

unte

er a

gree

men

t.M

9.3

Vol

unte

ers

have

rol

e de

scrip

tions

.R

ole

desc

riptio

ns.

M

9.4

The

re a

re c

lear

ly d

efin

ed m

anag

emen

t/rep

ortin

glin

es fo

r vo

lunt

eers

.V

olun

teer

pol

icy

docu

men

t(s)

.M

9.5

Vol

unte

ers

are

prov

ided

with

reg

ular

sup

ervi

sion

.2S

uper

visi

on n

ote.

M

9.6

The

ser

vice

has

a c

ode

of c

ondu

ct fo

r vo

lunt

eers

.V

olun

teer

pol

icy

docu

men

t(s)

.M

9.7

The

ser

vice

has

a m

echa

nism

for

volu

ntee

rco

nsul

tatio

n.N

otes

/min

utes

from

foru

mm

eetin

gs.

M

9.8

Vol

unte

ers

are

prov

ided

with

reg

ular

, and

adeq

uate

, tra

inin

g.T

rain

ing

plan

for

volu

ntee

rs.

M

9.9

Pol

icy

rega

rdin

g vo

lunt

eers

who

hav

e/ha

d dr

ug-

and/

or a

lcoh

ol-r

elat

ed p

robl

ems.

Vol

unte

er p

olic

ydo

cum

ent(

s).

M

Sec

tion

1: C

ore

man

agem

ent s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

33

Gui

danc

e no

tes

1. I

ssue

s re

late

d to

vol

unte

ers

shou

ld b

e co

nsid

ered

in a

sim

ilar

man

ner

as to

pai

d st

aff.

2. T

he A

lcoh

ol C

once

rn’s

Vol

unte

er A

lcoh

ol C

ouns

ello

r T

rain

ing

Sch

eme

(VA

CT

S)

sets

out

a m

odel

for

wor

king

with

vol

unte

ers.

Cro

ss-r

efer

ence

sC

rite

ria 9

.1 &

9.3

with

Sta

ndar

d 6:

Rec

ruitm

ent a

nd s

elec

tion

proc

edur

esC

rite

ria 9

.1, 9

.2, 9

.6, &

9.9

with

Sta

ndar

d 15

: Pol

icy

and

proc

edur

esC

riter

ion

9.5

with

Sta

ndar

d 7:

Hum

an r

esou

rce

perf

orm

ance

man

agem

ent s

yste

ms

Cri

terio

n 9.

8 w

ith S

tand

ard

8: H

uman

res

ourc

e de

velo

pmen

t

Sec

tion

1: C

ore

man

agem

ent s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

34

Man

agin

g en

viro

nmen

ts

10.

Man

agin

g se

rvic

e en

viro

nmen

ts fo

r ca

re p

rovi

sion

Sta

ndar

d S

tate

men

t

Acc

omm

odat

ion

and

othe

r res

ourc

es m

eet t

he n

eeds

of t

he c

lient

in p

rovi

ding

an

appr

opria

te e

nviro

nmen

t in

whi

ch th

e se

rvic

e is

deliv

ered

.

Crit

eria

Evi

denc

eM

/GP

Crit

eria

met

Com

men

t

Non

-res

iden

tial s

ervi

ces

10.1

The

pre

mis

es m

eet t

he r

equi

rem

ents

of l

egis

lativ

egu

idan

ce in

clud

ing:

1

•he

alth

& s

afet

y•

fire

regu

latio

ns•

envi

ronm

enta

l hea

lth.

Cer

tific

atio

n to

sho

w th

atth

ese

requ

irem

ents

hav

ebe

en m

et.

M

Reg

iste

red

resi

dent

ial s

ervi

ces

10.2

The

res

iden

tial u

nit m

eets

the

requ

irem

ents

of t

helo

cal r

egis

trat

ion

auth

ority

.C

ertif

icat

e of

reg

istr

atio

nIn

spec

tion

repo

rt.

M

Non

-reg

iste

red

resi

dent

ial s

ervi

ces

10.3

The

pre

mis

es m

eet t

he r

equi

rem

ents

of l

egis

lativ

egu

idan

ce in

clud

ing:

1

•he

alth

& s

afet

y•

fire

regu

latio

ns•

envi

ronm

enta

l hea

lth.

Cer

tific

atio

n to

sho

w t

hat

thes

e re

quire

men

ts h

ave

been

met

.

M

Sec

tion

1: C

ore

man

agem

ent s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

35

Gui

danc

e no

tes

1. P

rovi

ders

sho

uld

be a

war

e th

at th

ey m

ay b

e re

quire

d to

com

ply

with

var

ious

sta

tuto

ry o

r lo

cal g

uida

nce

.

Cro

ss-r

efer

ence

sC

rite

rion

10.1

with

Sta

ndar

d 30

: Hea

lth p

rom

otio

n an

d ad

vice

thro

ugh

to S

tand

ard

34: N

eedl

e ex

chan

geC

rite

ria 1

0.2

& 1

0.3

with

Sta

ndar

d 35

: Res

iden

tial s

ervi

ces

Sec

tion

1: C

ore

man

agem

ent s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

36

Man

agin

g ex

tern

al r

elat

ions

hips

11.

Wor

king

with

com

mis

sion

ing

bodi

es

Sta

ndar

d S

tate

men

t

The

ser

vice

has

a w

orki

ng p

artn

ersh

ip w

ith it

’s c

omm

issi

onin

g bo

dies

Crit

eria

Evi

denc

eM

/GP

Crit

eria

met

Com

men

t

11.1

The

ser

vice

fulfi

ls th

e re

quire

men

ts o

f its

ser

vice

cont

ract

s.A

nnua

l rep

ortin

g on

targ

ets

and

com

mis

sion

ersa

tisfa

ctio

n.

M

11.2

Mon

itorin

g in

form

atio

n is

pro

vide

d to

rel

evan

tco

mm

issi

onin

g bo

dies

in li

ne w

ith th

e re

quire

men

tsof

ser

vice

con

trac

ts.

Rep

orts

pro

vide

d.M

11.3

The

ser

vice

effe

ctiv

ely

repr

esen

ts th

e ne

eds

of it

sse

rvic

e us

er g

roup

s to

key

com

mis

sion

ers.

1G

roup

adv

ocac

y is

evid

ence

d th

roug

h in

put o

fse

rvic

e us

er n

eeds

tona

tiona

l and

loca

lpl

anni

ng s

truc

ture

s.In

divi

dual

adv

ocac

y is

evid

ence

d th

roug

h in

put o

fse

rvic

e us

er n

eeds

tolo

cal a

genc

ies

such

as

heal

th/s

ocia

lse

rvic

es/h

ousi

ng.

GP

Sec

tion

1: C

ore

man

agem

ent s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

37

Gui

danc

e no

tes

1. T

his

may

take

sev

eral

form

s in

clud

ing:

• ad

voca

cy•

serv

ice

user

s’ n

eeds

rep

orte

d to

com

mis

sion

ers.

The

re a

re li

nks

with

:•

Dru

g A

ctio

n T

eam

• D

rug

and

Alc

ohol

Ref

eren

ce G

roup

• Jo

int P

lann

ing

Gro

ups

• P

rim

ary

Car

e G

roup

s.

It is

rec

omm

ende

d th

at s

ervi

ces

read

Com

mis

sion

ing

Sta

ndar

ds: D

rug

& A

lcoh

ol T

reat

men

t & C

are,

the

Sub

stan

ce M

isus

e A

dvis

ory

Ser

vice

guid

ance

to c

omm

issi

onin

g ag

enci

es.

Cro

ss-r

efer

ence

sC

rite

ria 1

1.1

& 1

1.2

with

Sta

ndar

d 13

: Per

form

ance

mon

itorin

gC

rite

rion

11.1

with

Sta

ndar

d 3:

Str

ateg

ic a

nd b

usin

ess

plan

ning

Cri

terio

n 11

.3 w

ith S

tand

ard

16: I

nvol

ving

and

em

pow

erin

g se

rvic

e us

ers

Sec

tion

1: C

ore

man

agem

ent s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

38

12.

Wor

king

with

oth

er p

rovi

ders

Sta

ndar

d S

tate

men

t

The

ser

vice

dev

elop

s an

d m

aint

ains

join

t wor

king

rela

tions

hips

with

oth

er p

rovi

der s

ervi

ces

Crit

eria

Evi

denc

eM

/GP

Crit

eria

met

Com

men

t

12.1

The

ser

vice

par

ticip

ates

in p

rovi

der

mee

tings

/sem

inar

s.1

Min

utes

/act

ion

note

s.M

12.2

The

re is

a jo

int a

gree

d st

rate

gy fo

r m

eetin

gob

ject

ives

/targ

ets

join

tly s

et w

ith o

ther

age

ncie

s.2

Pol

icy

docu

men

ts r

efle

ctjo

int w

orki

ng a

ppro

ach.

Wor

k pl

ans

agre

ed w

ithot

her

agen

cies

.

M

12.3

For

mal

pro

toco

ls a

re e

stab

lishe

d fo

r sh

arin

gse

rvic

e us

er in

form

atio

n w

ith p

artn

er s

ervi

ces.

As

abov

e.M

12.4

The

re is

join

t pol

icy

deve

lopm

ent o

n ke

y in

ter-

agen

cy a

nd s

ervi

ce p

rovi

sion

issu

es.3

As

abov

e.G

P

Gui

danc

e no

tes

1. A

n ex

ampl

e of

this

may

be

part

icip

atio

n in

loca

l dru

g an

d al

coho

l ref

eren

ce g

roup

s.2.

The

str

ateg

y m

akes

cle

ar th

e re

spon

sibi

litie

s an

d tim

esca

les

for

the

achi

evem

ent o

f obj

ectiv

es. I

t is

mon

itore

d an

d ev

alua

ted.

3. J

oint

pol

icy

coul

d in

clud

e is

sues

suc

h as

wor

king

with

pre

gnan

t dru

g us

ers,

wor

king

with

chi

ldre

n an

d yo

ung

peop

le, a

nd w

orki

ng w

ith d

ual

diag

nosi

s cl

ient

s.

Cro

ss-r

efer

ence

sC

rite

ria 1

2.2-

12.4

with

Sta

ndar

d 15

: Pol

icy

and

proc

edur

esC

rite

rion

12.2

with

Sta

ndar

d 3:

Str

ateg

ic a

nd b

usin

ess

plan

ning

Cri

teria

12.

3 &

12.

4 w

ith S

tand

ard

17: C

onfid

entia

lity

and

the

right

of a

cces

s to

info

rmat

ion

Sec

tion

1: C

ore

man

agem

ent s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

39

Sec

tion

1: C

ore

man

agem

ent s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

40

Per

form

ance

mon

itorin

g an

d re

view

13.

Per

form

ance

mon

itorin

g

Sta

ndar

d S

tate

men

t

The

ser

vice

has

est

ablis

hed

a ra

nge

of p

erfo

rman

ce m

onito

ring

crite

ria to

mea

sure

and

repo

rt on

per

form

ance

to c

omm

issi

oner

s,se

rvic

e m

anag

emen

t and

oth

er re

leva

nt b

odie

s.

Crit

eria

Evi

denc

eM

/GP

Crit

eria

met

Com

men

t

13.1

The

re a

re e

stab

lishe

d pr

oced

ures

for

serv

ice

mon

itorin

g an

d re

view

, whi

ch in

clud

e ef

ficie

ncy

and

effe

ctiv

enes

s (o

utpu

ts a

nd o

utco

mes

).1,

2

Mon

itorin

g an

d in

form

atio

nda

ta s

yste

ms.

M

13.2

The

out

put a

nd/o

r ou

tcom

e cr

iteria

hav

e be

enag

reed

with

ser

vice

com

mis

sion

ers

and

othe

rre

leva

nt b

odie

s.

Rel

evan

t doc

umen

t(s)

.M

13.3

Out

put a

nd/o

r ou

tcom

e m

onito

ring

repo

rts

are

prov

ided

to th

e m

anag

ing

body

and

ser

vice

com

mis

sion

ers

as s

peci

fied

with

in c

ontr

acts

.

Mon

itorin

g re

port

s.M

13.4

Out

put a

nd o

utco

me

mon

itorin

g in

form

atio

n is

used

to in

form

the

stra

tegi

c/bu

sine

ss p

lann

ing

proc

esse

s, s

ervi

ce d

eliv

ery

and

polic

ies

and

prac

tices

of t

he s

ervi

ce.

Mon

itorin

g do

cum

ent(

s),

stra

tegi

c an

d bu

sine

ssre

port

s an

d al

l oth

erre

leva

nt p

olic

y do

cum

ents

.

M

13.5

For

dru

g se

rvic

es:

Com

plet

e an

d re

turn

the

Reg

iona

l Dru

g M

isus

e D

atab

ase

form

s.R

etur

ns o

f Reg

iona

l Dru

gM

isus

e D

atab

ase

form

s.M

Sec

tion

1: C

ore

man

agem

ent s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

41

13.6

New

ser

vice

use

rs a

nd e

piso

de le

ngth

are

defin

ed.3

Mon

itorin

g an

d in

form

atio

nda

ta s

yste

m.

M

Gui

danc

e no

tes

1. S

ee A

ppen

dix

1 fo

r S

ervi

ce O

utpu

t Cat

egor

ies

(Dep

artm

ent o

f Hea

lth R

ecom

men

datio

ns to

Com

mis

sion

ers)

. Alc

ohol

ser

vice

s ar

e a

lso

reco

mm

ende

d to

rea

d A

DIY

Gui

de to

Impl

emen

ting

Out

com

e M

onito

ring

(Alc

ohol

Con

cern

, 199

7).

2. T

he s

ervi

ce’s

per

form

ance

mon

itori

ng w

ill in

clud

e th

e fo

llow

ing:

• a

defin

ition

of s

ervi

ce u

ser

grou

ps, e

g dr

ug/a

lcoh

ol u

ser,

sig

nific

ant o

ther

, pro

fess

iona

l•

an e

stab

lishe

d m

inim

um d

ata

set f

or s

ervi

ce u

sers

. Thi

s m

ay in

clud

e: n

umbe

r of

ser

vice

use

rs; g

ende

r; e

thni

city

; age

; hou

sing

situ

atio

n;em

ploy

men

t situ

atio

n; c

rimin

al ju

stic

e in

volv

emen

t; nu

mbe

r of

app

oint

men

ts k

ept (

with

dat

es);

faile

d ap

poin

tmen

ts (

with

dat

es)

• di

ffere

nt a

spec

ts o

f ser

vice

pro

visi

on a

re c

ateg

oris

ed fo

r re

cord

ing

purp

oses

. Cat

egor

ies

coul

d in

clud

e: a

dvic

e/in

form

atio

n; a

sses

smen

t;co

unse

lling

; det

oxifi

catio

n; d

rop-

in•

cont

act d

ates

are

rec

orde

d fo

r ea

ch s

ervi

ce u

ser

• th

e na

me

and

date

s of

sta

ff m

embe

r co

ntac

ts fo

r ea

ch s

ervi

ce u

ser

is r

ecor

ded

• ne

edle

exc

hang

e se

rvic

es r

ecor

d sp

ecifi

c ad

ditio

nal i

nfor

mat

ion.

Thi

s w

ill in

clud

e: a

ll ne

w c

onta

cts

and

inje

ctin

g be

havi

our

at in

itial

asse

ssm

ent;

reas

sess

men

t of s

ervi

ce u

sers

on

a re

gula

r ba

sis

(eg

thre

e to

six

mon

ths)

; mon

itorin

g ty

pes

and

amou

nts

of e

quip

men

tpr

ovid

ed a

nd r

etur

n ra

te.

You

ng p

eopl

e’s

serv

ices

hav

e di

ffere

nt m

onito

ring

requ

irem

ents

. See

Sta

ndar

d 36

: Ser

vice

s fo

r ch

ildre

n an

d yo

ung

peop

le.

Cro

ss-r

efer

ence

sC

rite

ria 1

3.1

& 1

3.4

with

Sta

ndar

d 15

: Pol

icy

and

proc

edur

esC

rite

ria 1

3.2

& 1

3.3

with

Sta

ndar

d 11

: Wor

king

with

com

mis

sion

ing

bodi

esC

rite

rion

13.2

with

Sta

ndar

d 12

: Wor

king

with

oth

er p

rovi

ders

Cri

terio

n 13

.3 w

ith S

tand

ard

1: T

he m

anag

emen

t bod

yC

rite

rion

13.4

with

Sta

ndar

d 3:

Str

ateg

ic a

nd b

usin

ess

plan

ning

Sec

tion

1: C

ore

man

agem

ent s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

42

14.

Qua

lity

assu

ranc

e

Sta

ndar

d S

tate

men

t

The

qua

lity

of o

rgan

isat

iona

l pra

ctic

e is

mon

itore

d an

d co

ntin

uous

ly d

evel

oped

.

Crit

eria

Evi

denc

eM

/GP

Crit

eria

met

Com

men

t

14.1

The

ser

vice

has

a q

ualit

y as

sura

nce

stra

tegy

whi

ch e

ncom

pass

es a

ll as

pect

s of

org

anis

atio

nal

activ

ity, a

nd s

take

hold

ers1 o

f the

ser

vice

wer

eco

nsul

ted

on th

e fo

rmul

atio

n of

the

stra

tegy

.2

Qua

lity

assu

ranc

e st

rate

gydo

cum

ent(

s) a

ndco

nsul

tatio

n pr

oces

s.

M

14.2

The

str

ateg

y id

entif

ies

clea

r ta

rget

s fo

rac

hiev

emen

t whi

ch a

re li

nked

to th

e st

rate

gic

and

busi

ness

pla

ns.

Str

ateg

y do

cum

ent(

s).

M

14.3

The

str

ateg

y is

sub

ject

to r

egul

ar r

evie

w a

ndup

date

(eg

ann

ually

) lin

ked

to s

trat

egic

and

busi

ness

pla

nnin

g pr

oces

ses.

Man

agem

ent

repo

rts/

mee

ting

min

utes

.M

14.4

Man

agem

ent h

ave

resp

onsi

bilit

y fo

r ov

erse

eing

impl

emen

tatio

n of

the

qual

ity a

ssur

ance

str

ateg

yan

d en

gend

erin

g st

aff c

omm

itmen

t to

it.

Man

agem

ent r

epor

ts a

ndst

aff c

ompe

tenc

ies/

job

desc

riptio

n.

M

14.5

All

staf

f and

vol

unte

ers

have

rec

eive

d tr

aini

ng o

nim

plem

entin

g th

e re

quire

men

ts o

f the

qua

lity

assu

ranc

e st

rate

gy.3

Tra

inin

g pl

an a

ndev

alua

tion

repo

rts.

M

Sec

tion

1: C

ore

man

agem

ent s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

43

14.6

An

audi

t of s

ervi

ce u

ser

satis

fact

ion

is c

arrie

d ou

tat

reg

ular

inte

rval

s.A

udit

repo

rts.

M

14.7

Res

ourc

es a

re m

ade

avai

labl

e to

sup

port

the

impl

emen

tatio

n of

the

qual

ity a

ssur

ance

str

ateg

yas

par

t of t

he b

usin

ess

plan

ning

pro

cess

.

Iden

tifie

d in

bus

ines

s pl

anan

d en

d-of

-yea

rev

alua

tion.

M

Gui

danc

e no

tes

1. T

his

coul

d in

clud

e m

anag

emen

t bod

y, s

taff,

vol

unte

ers,

ser

vice

use

rs, c

omm

issi

onin

g bo

dies

and

thos

e in

volv

ed in

join

t wor

king

.2.

Thi

s m

ay in

clud

e re

port

ing

and

mon

itorin

g sy

stem

s, o

r re

view

mec

hani

sms

for

serv

ice

impr

ovem

ent.

3. T

his

shou

ld b

e fe

atur

ed in

indu

ctio

n tr

aini

ng a

s w

ell a

s sp

ecifi

c in

ser

vice

trai

ning

.

Cro

ss-r

efer

ence

sT

his

stan

dard

is a

n ov

erar

chin

g on

e w

hich

enc

ompa

sses

asp

ects

of a

ll th

e ot

her

stan

dard

s in

this

man

ual.

Spe

cific

cro

ss-r

efer

ence

s ar

e:C

rite

ria 1

4.1

- 14

.3, 1

4.8

with

Sta

ndar

d 3:

Str

ateg

ic a

nd B

usin

ess

Pla

nnin

gC

rite

ria 1

4.1

& 1

4.7

with

Sta

ndar

d 16

: Inv

olvi

ng a

nd e

mpo

wer

ing

serv

ice

user

sC

rite

rion

14.1

with

Sta

ndar

ds 1

1: W

orki

ng w

ith C

omm

issi

onin

g B

odie

s, a

nd 1

2: W

orki

ng w

ith o

ther

Pro

vide

rsC

rite

rion

14.1

with

Sta

ndar

d 5:

Hum

an R

esou

rce

Man

agem

ent -

Gen

eral

Cri

terio

n 14

.6 w

ith S

tand

ard

8: H

uman

Res

ourc

e D

evel

opm

ent

Cri

terio

n 14

.7 w

ith S

tand

ards

13:

Per

form

ance

Mon

itorin

g, a

nd 1

5: P

olic

y an

d P

roce

dure

sC

rite

rion

14.8

with

Sta

ndar

d 4:

Fin

anci

al S

trat

egy

and

Man

agem

ent

Sec

tion

1: C

ore

man

agem

ent s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

44

15.

Pol

icy

and

proc

edur

es

Sta

ndar

d S

tate

men

t

The

ser

vice

has

a ra

nge

of p

olic

ies,

pro

toco

ls a

nd g

uide

lines

whi

ch s

uppo

rt op

erat

ion

and

serv

ice

deliv

ery.

Crit

eria

Evi

denc

eM

/GP

Crit

eria

met

Com

men

t

15.1

The

ser

vice

pol

icie

s an

d pr

oced

ures

in p

lace

incl

ude:

• se

rvic

e us

ers’

rig

hts

and

resp

onsi

bilit

ies

stat

emen

t•

conf

iden

tialit

y•

com

plai

nts

proc

edur

e•

serv

ice

user

s in

volv

emen

t pro

cedu

res

• eq

ual o

ppor

tuni

ties

polic

y•

heal

th a

nd s

afet

y•

recr

uitm

ent &

em

ploy

men

t pro

cedu

res

• ap

prai

sal s

yste

m•

grie

vanc

e an

d di

scip

linar

y pr

oced

ures

• re

dund

ancy

pol

icy

• st

aff t

rain

ing

stra

tegy

• vi

olen

ce a

t wor

k•

empl

oym

ent o

f peo

ple

as s

taff

or v

olun

teer

sw

ho h

ave/

had

drug

rel

ated

pro

blem

s•

wor

king

in th

e co

mm

unity

pro

cedu

re c

over

ing

outr

each

, hom

e vi

sits

and

sat

ellit

e w

orki

ng•

care

man

agem

ent p

roto

cols

• sm

okin

g•

alco

hol i

n th

e w

orkp

lace

pol

icy.

Exi

sten

ce o

f rel

evan

tpo

licy

docu

men

ts.

M

Sec

tion

1: C

ore

man

agem

ent s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

45

15.2

All

polic

ies

are

date

d an

d re

view

ed r

egul

arly

(usu

ally

ann

ually

).P

olic

y do

cum

ents

.M

Gui

danc

e no

tes

Thi

s lis

t is

not e

xclu

sive

and

onl

y co

vers

non

-clin

ical

pol

icie

s an

d pr

oced

ures

.S

ervi

ces

are

reco

mm

ende

d to

ref

er to

Alc

ohol

Con

cern

/SC

OD

A g

uida

nce

on e

qual

opp

ortu

nitie

s an

d co

nfid

entia

lity.

The

rel

evan

t doc

umen

tsar

e: B

uild

ing

Con

fiden

ce: a

dvic

e fo

r al

coho

l and

dru

g se

rvic

es o

n co

nfid

entia

lity

polic

ies

(Alc

ohol

Con

cern

and

SC

OD

A, 1

994)

, Enh

anci

ngD

rug

Ser

vice

s: a

man

agem

ent h

andb

ook

for

qual

ity a

nd e

ffect

iven

ess

(SC

OD

A, 1

997)

, and

Ope

ning

Tim

e (A

lcoh

ol C

once

rn, 1

994)

.

Cro

ss-r

efer

ence

sT

his

sect

ion

cros

s-re

fere

nces

with

all

stan

dard

s an

d cr

iteria

whi

ch r

efer

to p

olic

y an

d/or

pro

cedu

res

Sec

tion

2: C

ore

serv

ice

user

cha

rter

sta

ndar

ds

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

46

Sec

tion

2: C

ore

serv

ice

user

s’ c

hart

er s

tand

ards

16.

Inv

olvi

ng a

nd e

mpo

wer

ing

serv

ice

user

s

Sta

ndar

d S

tate

men

t

The

ser

vice

see

ks to

max

imis

e in

volv

emen

t of s

ervi

ce u

sers

with

rega

rd to

the

type

, del

iver

y an

d de

velo

pmen

t of s

ervi

ces.

Crit

eria

Evi

denc

eM

/GP

Crit

eria

met

Com

men

t

16.1

The

re a

re p

roce

dure

s fo

r co

nsul

ting

with

ser

vice

user

s to

info

rm s

ervi

ce p

lann

ing

and

deliv

ery1 .

Wri

tten

proc

edur

e(s)

.M

16.2

Ser

vice

use

rs a

re p

rovi

ded

with

info

rmat

ion

onty

pes

of s

ervi

ces

prov

ided

and

the

stan

dard

s th

eyca

n ex

pect

.

Info

rmat

ion

avai

labl

e to

serv

ice

user

s.M

16.3

Ser

vice

use

rs a

re r

epre

sent

ed in

man

agem

ent

stru

ctur

es.

Mec

hani

sm fo

rin

volv

emen

t/fee

dbac

kes

tabl

ishe

d an

dpu

blic

ised

.

GP

16.4

The

ser

vice

has

a c

hart

er o

f ser

vice

use

rs’ r

ight

san

d re

spon

sibi

litie

s, p

rovi

ded

to s

ervi

ce u

sers

on

requ

est.2

Sta

tem

ent o

f rig

hts

and

resp

onsi

bilit

ies

avai

labl

e.M

Gui

danc

e no

tes

1. C

onsu

ltatio

n m

ay ta

ke th

e fo

rm o

f con

sulta

tion

grou

ps, s

atis

fact

ion

surv

eys

(see

Sta

ndar

d 18

: Com

plai

nts

proc

edur

es),

or

serv

ice

user

repr

esen

tativ

es o

n th

e m

anag

emen

t bod

y.2.

T

his

coul

d in

volv

e th

e se

rvic

e de

velo

ping

its

own

char

ter

or s

ubsc

ribin

g to

a p

ublis

hed

char

ter

(eg

SC

OD

A C

hart

er o

f Ser

vice

Use

rR

ight

s, s

ee A

ppen

dix

2).

Sec

tion

2: C

ore

serv

ice

user

cha

rter

sta

ndar

ds

QuA

DS

Org

anis

atio

nal S

tand

ards

for

Alc

ohol

and

Dru

g T

reat

men

t Ser

vice

s

47

Dru

g se

rvic

es c

an a

lso

refe

r to

Get

ting

drug

use

rs in

volv

ed (

SC

OD

A 1

997)

for

this

sta

ndar

d an

d th

e re

st o

f Sec

tion

2.

Alc

ohol

ser

vice

s ca

n al

so r

efer

to:

• Q

ualit

y in

Alc

ohol

Ser

vice

s (A

lcoh

ol C

once

rn, 1

992)

• O

peni

ng T

ime

(Alc

ohol

Con

cern

, 199

4)•

Dev

elop

ing

clie

nt p

artic

ipat

ion

(Alc

ohol

Con

cern

, 199

7)•

Con

sulti

ng u

sers

abo

ut d

rug

and

alco

hol s

ervi

ces

(Alc

ohol

Con

cern

, 199

6).

For

this

sta

ndar

d an

d th

e re

st o

f Sec

tion

2.

Cro

ss-r

efer

ence

sC

rite

ria 1

6.1

& 1

6.3

with

Sta

ndar

d 15

: Pol

icy

and

Pro

cedu

res

Cri

teria

16.

2 &

16.

4 w

ith S

tand

ard

17: C

onfid

entia

lity

and

the

right

of a

cces

s to

info

rmat

ion,

thro

ugh

to s

tand

ard

21: P

riva

cy,

dign

ity a

ndre

spec

tC

rite

rion

16.2

with

Sta

ndar

d 22

: Acc

essi

bilit

yC

rite

rion

16.3

with

Sta

ndar

d 1:

The

man

agem

ent b

ody

Sec

tion

2: C

ore

serv

ice

user

cha

rter

sta

ndar

ds

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

48

17.

Con

fiden

tialit

y an

d th

e rig

ht o

f acc

ess

to in

form

atio

n

Sta

ndar

d S

tate

men

t

The

ser

vice

has

a p

olic

y on

con

fiden

tialit

y an

d rig

hts

of a

cces

s to

info

rmat

ion

whi

ch is

act

ivel

y co

mm

unic

ated

to, a

nd u

nder

stoo

dby

, all

serv

ice

user

s, s

taff

and

volu

ntee

rs.

Crit

eria

Evi

denc

eM

/GP

Crit

eria

met

Com

men

t

17.1

All

serv

ice

user

s ar

e in

form

ed a

bout

the

polic

y an

dits

impl

icat

ions

and

thei

r rig

ht o

f acc

ess

tope

rson

al in

form

atio

n.1

Ser

vice

use

r in

form

atio

nth

roug

h le

afle

ts, p

oste

rs.

Ser

vice

use

r in

terv

iew

.

M

17.2

The

pol

icy

dem

onst

rate

s re

cogn

ition

of:

•sh

ared

car

e pr

otoc

ols

•is

sues

ass

ocia

ted

with

pro

visi

on o

f ser

vice

s to

child

ren

and

youn

g pe

ople

2

•dr

ug a

nd a

lcoh

ol m

isus

ing

pare

nts.

Pol

icy

docu

men

t.M

17.3

The

re a

re c

lear

pro

cedu

res

for

resp

ondi

ng to

brea

ches

of c

onfid

entia

lity.

Pol

icy

docu

men

t.M

17.4

The

ser

vice

is r

egis

tere

d w

ith th

e lo

cal D

ata

Pro

tect

ion

Offi

cer

and

staf

f and

vol

unte

ers

sign

afo

rm s

tatin

g th

at th

ey u

nder

stan

d th

eir

oblig

atio

nsun

der

the

Dat

a P

rote

ctio

n A

ct.

Evi

denc

e of

reg

istr

atio

n.M

17.5

The

ser

vice

com

pute

r sy

stem

s ar

e pa

ssw

ord

prot

ecte

d.E

vide

nce

of p

assw

ord

prot

ectio

n.M

Sec

tion

2: C

ore

serv

ice

user

cha

rter

sta

ndar

ds

QuA

DS

Org

anis

atio

nal S

tand

ards

for

Alc

ohol

and

Dru

g T

reat

men

t Ser

vice

s

49

17.6

Ser

vice

use

r fil

es a

re k

ept s

ecur

ely

and

can

only

be r

emov

ed fr

om th

e pr

emis

es w

ith a

ppro

pria

teau

thor

isat

ion.

Com

pute

r sy

stem

s ar

e ba

cked

up

and

back

-ups

are

sec

urel

y st

ored

.

Pol

icy

docu

men

ts a

ndse

cure

loca

tion

for

filin

gsy

stem

s.

M

Gui

danc

e no

tes

1. T

he s

ervi

ce s

houl

d en

sure

that

the

polic

y is

und

erst

ood.

In

the

case

of a

ser

vice

use

r w

ho fo

r a

num

ber

of r

easo

ns (

eg. m

ent

al h

ealth

,in

toxi

catio

n) m

ay n

ot u

nder

stan

d, th

en th

e se

rvic

e sh

ould

hav

e in

pla

ce a

pro

cedu

re to

ens

ure

that

this

non

/que

stio

nabl

e un

ders

tand

ing

isre

cord

ed.

2. T

his

aspe

ct o

f the

pol

icy

shou

ld b

e co

nsul

ted

on, a

nd a

gree

d w

ith, t

he a

ppro

pria

te d

rug

actio

n te

am a

nd a

rea

child

pro

tect

ion

com

mitt

ee.

See

als

o B

uild

ing

Con

fiden

ce: A

dvic

e fo

r al

coho

l and

dru

gs s

ervi

ces

on c

onfid

entia

lity

polic

ies

(Alc

ohol

Con

cern

and

SC

OD

A, 1

994)

.

Cro

ss-r

efer

ence

sC

rite

ria 1

7.1

- 17

.6 w

ith S

tand

ard

15: P

olic

y an

d P

roce

dure

sC

rite

rion

17.1

with

Sta

ndar

d 16

: Inv

olvi

ng a

nd E

mpo

wer

ing

Ser

vice

Use

rsC

rite

rion

17.2

with

Sta

ndar

ds 3

6: S

ervi

ces

for

child

ren

and

youn

g pe

ople

& 3

7: S

ervi

ces

for

drug

and

alc

ohol

mis

usin

g pa

rent

s an

d th

eir

child

ren

Cri

terio

n 17

.3 w

ith S

tand

ard

5: H

uman

Res

ourc

e M

anag

emen

t - G

ener

al

Sec

tion

2: C

ore

serv

ice

user

cha

rter

sta

ndar

ds

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

50

18.

Com

plai

nts

proc

edur

es

Sta

ndar

d S

tate

men

t

The

ser

vice

ens

ures

the

effe

ctiv

e m

anag

emen

t of,

and

resp

onse

to, c

ompl

aint

s re

gard

ing

serv

ices

del

iver

ed b

y th

e se

rvic

e.

Crit

eria

Evi

denc

eM

/GP

Crit

eria

met

Com

men

t

18.1

The

ser

vice

has

a w

ritte

n pr

oced

ure

for

deal

ing

with

com

plai

nts.

The

pro

cedu

re c

lear

ly id

entif

ies:

•tim

e-sc

ales

for

each

sta

ge o

f the

pro

cess

•th

e ap

peal

s sy

stem

•th

e id

entif

ied

seni

or m

embe

r of

sta

ff re

spon

sibl

efo

r m

anag

ing

the

com

plai

nts

proc

edur

e

•th

e sy

stem

for

notif

icat

ion

of s

erio

us c

ompl

aint

sto

com

mis

sion

ing

agen

cies

.

Com

plai

nts

proc

edur

e.M

18.2

The

re a

re le

afle

ts a

vaila

ble

and/

or p

oste

rsdi

spla

yed

in th

e se

rvic

e ex

plai

ning

the

com

plai

nts

proc

edur

e to

ser

vice

use

rs.

Com

plai

nts

leaf

let a

ndpo

ster

s.M

18.3

The

ser

vice

has

an

syst

em fo

r m

onito

ring

com

plai

nts

by n

umbe

r, n

atur

e an

d ou

tcom

e.M

onito

ring

sys

tem

for

com

plai

nts.

M

18.4

Sta

ff de

mon

stra

te c

ompe

tenc

e in

und

erst

andi

ngth

e co

mpl

aint

s pr

oced

ure .

Sta

ff in

terv

iew

.M

Sec

tion

2: C

ore

serv

ice

user

cha

rter

sta

ndar

ds

QuA

DS

Org

anis

atio

nal S

tand

ards

for

Alc

ohol

and

Dru

g T

reat

men

t Ser

vice

s

51

Cro

ss-r

efer

ence

sC

rite

ria 1

8.1

& 1

8.3

with

Sta

ndar

d 15

: Pol

icy

and

Pro

cedu

res

Cri

terio

n 18

.3 w

ith S

tand

ard

16: I

nvol

ving

and

Em

pow

erin

g S

ervi

ce U

sers

Crit

erio

n 18

.4 w

ith S

tand

ards

7: H

uman

res

ourc

e pe

rfor

man

ce m

anag

emen

t sys

tem

s &

8: H

uman

res

ourc

e de

velo

pmen

t

Sec

tion

2: C

ore

serv

ice

user

cha

rter

sta

ndar

ds

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

52

19.

Equ

al o

ppor

tuni

ties

Sta

ndar

d S

tate

men

t

The

ser

vice

ens

ures

that

goo

d pr

actic

e is

ach

ieve

d w

ith re

gard

to re

crui

tmen

t and

sel

ectio

n, m

anag

emen

t, op

erat

ions

and

del

iver

yof

ser

vice

s to

ser

vice

use

rs.

Crit

eria

Evi

denc

eM

/GP

Crit

eria

met

Com

men

t

19.1

The

ser

vice

has

a w

ritte

n an

d co

nsul

ted-

on1 p

olic

yon

equ

al o

ppor

tuni

ties

and

anti-

disc

rimin

ator

ypr

actic

e. T

he p

olic

y in

clud

es s

tate

men

ts o

n:•

race

•ge

nder

•di

sabi

lity

•se

xual

orie

ntat

ion

•ag

e•

relig

ion/

belie

f sys

tem

s.

Wri

tten

polic

y do

cum

ents

.P

roce

dure

s of

impl

emen

tatio

nC

onsu

ltatio

n re

port

s.

M

19.2

The

pol

icy/

polic

ies

are

incl

usiv

e of

and

app

licab

leto

em

ploy

ees,

vol

unte

ers,

use

rs, a

nd c

arer

s, a

ndth

e m

anag

emen

t bod

y.

Pol

icy

docu

men

ts.

M

19.3

The

ser

vice

pro

vide

s fa

cilit

ies

to e

nsur

e th

at a

llm

embe

rs o

f any

spe

cifie

d ta

rget

gro

up c

an m

ake

use

of th

e se

rvic

e.2

Rev

iew

of p

olic

y an

dpr

actic

e to

ens

ure

com

plia

nce.

M

Sec

tion

2: C

ore

serv

ice

user

cha

rter

sta

ndar

ds

QuA

DS

Org

anis

atio

nal S

tand

ards

for

Alc

ohol

and

Dru

g T

reat

men

t Ser

vice

s

53

19.4

Sta

ff an

d vo

lunt

eers

dem

onst

rate

com

pete

nce

inth

e im

plem

enta

tion

of th

e se

rvic

e’s

equa

lop

port

unity

and

ant

i-di

scrim

inat

ory

prac

tice

polic

y.3

Tra

inin

g se

ssio

n(s)

reco

rded

.S

taff

inte

rvie

w.

App

rais

al s

yste

m.

Man

agem

ent s

uper

visi

onno

tes.

M

19.5

The

re a

re m

onito

ring

sys

tem

s (i

nclu

ding

eth

nic

mon

itorin

g) fo

r hu

man

res

ourc

e es

tabl

ishm

ent a

ndtu

rnov

er a

nd s

ervi

ce u

ser

usag

e of

ser

vice

s.

Mon

itori

ng s

yste

m in

pla

cean

d ev

iden

ce o

f use

thro

ugh

reco

rdin

g of

dat

a.

M

Gui

danc

e no

tes

1. T

he c

onsu

ltatio

n sh

ould

incl

ude

man

agem

ent b

ody,

sta

ff, v

olun

teer

s an

d se

rvic

e us

ers.

2. T

he s

ervi

ce s

houl

d sp

ecify

exa

ctly

wha

t typ

e of

ser

vice

is b

eing

offe

red

and

to w

hom

.T

his

may

incl

ude:

•m

eetin

g st

atut

ory

resp

onsi

bilit

ies

such

as

acce

ss to

dea

f com

mun

icat

ors

and

help

for

peop

le w

ith li

tera

cy p

robl

ems

•pr

ovid

ing

acce

ss to

tran

slat

ion

supp

ort s

ervi

ces

shou

ld th

ey b

e re

quire

d•

prov

idin

g in

form

atio

n se

rvic

es in

a v

arie

ty o

f lan

guag

es w

hich

ref

lect

loca

l nee

d .•

child

care

req

uire

men

ts•

diet

ary

requ

irem

ents

(fo

r re

side

ntia

l ser

vice

s)•

choi

ce o

f wor

ker

gend

er fo

r se

rvic

e us

ers

whe

reve

r po

ssib

le•

tran

spor

t nee

ds•

acce

ss fo

r di

sabl

ed s

ervi

ce u

sers

.3.

S

taff

and

volu

ntee

rs a

re p

rovi

ded

with

trai

ning

whe

re n

eces

sary

.S

ee a

lso

Ope

ning

Tim

e (A

lcoh

ol C

once

rn, 1

994)

.

Sec

tion

2: C

ore

serv

ice

user

cha

rter

sta

ndar

ds

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

54

Cro

ss-r

efer

ence

sC

rite

ria 1

9.1,

19.

2 &

19.

5 w

ith S

tand

ard

15: P

olic

y an

d pr

oced

ures

Cri

teria

19.

1 &

19.

5 w

ith S

tand

ard

9: V

olun

teer

sC

rite

rion

19.2

with

Sta

ndar

ds 1

: The

man

agem

ent b

ody,

16:

Invo

lvin

g an

d em

pow

erin

g se

rvic

e us

ers

Cri

terio

n 19

.3 w

ith S

tand

ards

3: S

trat

egic

and

bus

ines

s pl

anni

ng, 1

0: M

anag

ing

envi

ronm

ents

for

care

pro

visi

on, 3

6: S

ervi

ces

for

child

ren

and

youn

g pe

ople

, 37:

Ser

vice

s fo

r dr

ug a

nd a

lcoh

ol m

isus

ing

pare

nts

and

thei

r ch

ildre

nC

rite

ria 1

9.4

& 1

9.5

with

Sta

ndar

d 5:

Hum

an r

esou

rce

man

agem

ent -

gen

eral

Crit

erio

n 19

.4 w

ith S

tand

ards

7: H

uman

res

ourc

e pe

rfor

man

ce m

anag

emen

t sys

tem

s &

8: H

uman

res

ourc

e de

velo

pmen

tC

rite

rion

19.5

with

Sta

ndar

ds 6

: Rec

ruitm

ent a

nd s

elec

tion

proc

edur

es &

13: P

erfo

rman

ce m

onito

ring

Sec

tion

2: C

ore

serv

ice

user

cha

rter

sta

ndar

ds

QuA

DS

Org

anis

atio

nal S

tand

ards

for

Alc

ohol

and

Dru

g T

reat

men

t Ser

vice

s

55

Sec

tion

2: C

ore

serv

ice

user

cha

rter

sta

ndar

ds

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

56

20.

Sel

f hel

p an

d ad

voca

cy

Sta

ndar

d S

tate

men

t

The

ser

vice

use

r has

the

right

to in

form

atio

n on

sel

f-he

lp g

roup

s an

d us

er a

dvoc

acy

grou

ps.

Crit

eria

Evi

denc

eM

/GP

Crit

eria

met

Com

men

t

20.1

Ser

vice

ens

ures

that

the

user

has

acc

ess

toin

form

atio

n on

sel

f-he

lp a

nd u

ser

advo

cacy

grou

ps1 o

n re

ques

t.

Wri

tten

info

rmat

ion

avai

labl

e fo

r us

ers.

GP

Gui

danc

e N

otes

1. F

or e

xam

ple,

Alc

ohol

ics

Ano

nym

ous

(AA

), N

arco

tics

Ano

nym

ous

(NA

), c

omm

unity

hea

lth c

ounc

il.

Cro

ss-r

efer

ence

s

Cri

terio

n 20

.1 w

ith S

tand

ard

15: P

olic

y an

d pr

oced

ures

Sec

tion

2: C

ore

serv

ice

user

cha

rter

sta

ndar

ds

QuA

DS

Org

anis

atio

nal S

tand

ards

for

Alc

ohol

and

Dru

g T

reat

men

t Ser

vice

s

57

Sec

tion

2: C

ore

serv

ice

user

cha

rter

sta

ndar

ds

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

58

21.

Priv

acy,

dig

nity

and

res

pect

Sta

ndar

d S

tate

men

t

The

ser

vice

use

r has

a ri

ght t

o pr

ivac

y, d

igni

ty a

nd re

spec

t.

Crit

eria

Evi

denc

eM

/GP

Crit

eria

met

Com

men

t

21.1

Pol

icie

s on

pri

vacy

for:

1

•N

on-r

esid

entia

l ser

vice

s2

•R

esid

entia

l ser

vice

s.3

Dem

onst

rate

com

plia

nce

with

pol

icie

s.G

P

21.2

The

ser

vice

use

r is

add

ress

ed b

y th

eir

pref

erre

dna

me.

Sta

ff an

d se

rvic

e us

erin

terv

iew

.G

P

Gui

danc

e no

tes

1. T

his

may

be

in a

dditi

on to

the

conf

iden

tialit

y po

licy.

2. F

or n

on-r

esid

entia

l ser

vice

s, th

ese

may

incl

ude

polic

ies

on u

rine

test

ing

and

sepa

rate

cou

nse

lling

spa

ce.

3. F

or r

esid

entia

l ser

vice

s, th

ese

may

incl

ude

pol

icie

s on

ope

ning

mai

l and

roo

m s

earc

hes.

Cro

ss-r

efer

ence

s

Cri

terio

n 21

.1 w

ith S

tand

ards

15:

Pol

icy

and

proc

edur

es, 1

7: C

onfid

entia

lity

and

the

right

of a

cces

s to

info

rmat

ion

& 1

9: E

qual

opp

ortu

nitie

s

Sec

tion

2: C

ore

serv

ice

user

cha

rter

sta

ndar

ds

QuA

DS

Org

anis

atio

nal S

tand

ards

for

Alc

ohol

and

Dru

g T

reat

men

t Ser

vice

s

59

Sec

tion

3: C

ore

care

sta

ndar

ds

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent

Ser

vice

s 6

0

Sec

tion

3: C

ore

care

sta

ndar

ds

Acc

ess

22.

Acc

essi

bilit

y

Sta

ndar

d S

tate

men

t

The

ser

vice

see

ks to

max

imis

e ac

cess

to th

e se

rvic

e by

its

targ

eted

ser

vice

use

r gro

ups.

Crit

eria

Evi

denc

eM

/GP

Crit

eria

met

Com

men

t

22.1

The

ser

vice

has

pub

licis

ed a

vaila

bilit

y tim

es.1

Pub

licity

info

rmat

ion

ofav

aila

bilit

y tim

es.

M

22.2

Ref

erra

l rou

tes

to th

e se

rvic

e sh

ould

be

clea

rlyst

ated

and

pub

licis

ed.

Ref

erra

l rou

te p

ublic

ity.

M

22.3

Ope

ning

hou

rs fo

r th

e se

rvic

e ar

e cl

early

disp

laye

d w

ithin

the

serv

ice

and

an a

nsw

erph

one

serv

ice

is a

vaila

ble

whe

n th

e se

rvic

e is

clo

sed.

Pos

ters

/leaf

lets

with

inse

rvic

e/w

orki

ngan

swer

phon

e.

M

22.4

Ser

vice

ens

ures

that

whe

n po

licie

s an

dpr

oced

ures

are

rev

iew

ed, t

hey

supp

ort a

cces

s to

serv

ices

by

targ

eted

ser

vice

use

r gr

oups

.

Man

agem

ent r

epor

tm

inut

es.

M

22.5

The

ser

vice

set

s ta

rget

s on

acc

essi

bilit

y an

dm

onito

rs a

nd e

valu

ates

the

achi

evem

ent o

f the

seta

rget

s.2

Mon

itorin

g an

d in

form

atio

nda

ta s

yste

m.

M

22.6

The

ser

vice

has

act

ion

plan

s to

ens

ure

its e

ffect

ive

resp

onse

to is

sues

of a

cces

sibi

lity

for

its ta

rget

popu

latio

n.3

Act

ion

plan

.G

P

Sec

tion

3: C

ore

care

sta

ndar

ds

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

61

22.7

The

re is

a p

ublic

ised

max

imum

wai

ting

time

for

asse

ssm

ent.

A c

lear

sta

tem

ent

publ

icis

ing

wai

ting

time.

Clie

nt fi

les

docu

men

ting

time

betw

een

refe

rral

and

asse

ssm

ent.

M

Gui

danc

e no

tes

1. T

here

may

be

publ

icity

in li

brar

ies,

soc

ial s

ervi

ces

depa

rtm

ents

, hos

pita

ls, G

P p

ract

ices

and

pol

ice

stat

ions

.2.

The

ser

vice

sho

uld

set m

inim

um ta

rget

s in

term

s of

ser

vice

wai

ting

times

.3.

Ser

vice

s sh

ould

con

side

r pr

ovid

ing

trai

ning

to s

taff

on a

cces

s is

sues

(eg

tran

s-cu

ltura

l app

roac

hes,

dis

abili

ty a

war

enes

s).

Cro

ss-r

efer

ence

s

Cri

terio

n 22

.3 w

ith S

tand

ard

23: R

efer

ral

Cri

terio

n 22

.5 w

ith S

tand

ard

15: P

olic

y an

d P

roce

dure

sC

rite

ria 2

2.8

& 2

2.9

with

Sta

ndar

ds 3

: Str

ateg

ic a

nd b

usin

ess

plan

ning

& 1

3: P

erfo

rman

ce m

onito

ring

Cri

terio

n 22

.10

with

Sta

ndar

d 24

: Ass

essm

ent

Sec

tion

3: C

ore

care

sta

ndar

ds

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent

Ser

vice

s 6

2

23.

Ref

erra

l

Sta

ndar

d S

tate

men

t

The

ser

vice

pro

vide

s an

effi

cien

t and

effe

ctiv

e re

spon

se to

all

refe

rral

s.

Crit

eria

Evi

denc

eM

/GP

Crit

eria

met

Com

men

t

23.1

The

ser

vice

has

prin

ted

info

rmat

ion

on:

•ty

pe a

nd s

tyle

of s

ervi

ce(s

) pr

ovid

ed

•fo

r w

hom

the

serv

ice

is a

ppro

pria

te

•fo

r w

hom

the

serv

ice

is in

appr

opria

te

•re

ferr

al p

roce

dure

.

Pri

nted

info

rmat

ion

avai

labl

e.M

23.2

The

ser

vice

has

evi

denc

e th

at r

efer

rals

are

proc

esse

d in

acc

orda

nce

with

pro

cedu

re o

n:

•tim

esca

les

for

resp

onse

1

•st

aff r

espo

nsib

ilitie

s.

Pro

cedu

re.

M

23.3

Tho

se fo

r w

hom

the

serv

ice

is in

appr

opria

te a

repr

ovid

ed w

ith in

form

atio

n on

rel

evan

t ser

vice

s an

dpr

ovid

ed w

ith s

uppo

rt d

urin

g th

e re

ferr

al p

roce

ss.

Ref

erra

l rec

ords

.M

Sec

tion

3: C

ore

care

sta

ndar

ds

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

63

23.4

All

serv

ice

user

ref

erra

ls a

re r

ecor

ded

by:

•so

urce

of r

efer

ral

•se

rvic

e pe

rson

al d

etai

ls (

incl

udin

g ca

se h

isto

ry,

key

cont

acts

)•

actio

n to

be

take

n (w

ith id

entif

ied

staf

fre

spon

sibi

litie

s an

d tim

esca

les)

•ou

tcom

e of

ref

erra

l.

Per

form

ance

mon

itorin

gin

form

atio

n.

Ser

vice

use

r fil

es.

M

23.5

Ref

erra

ls a

re c

onfir

med

in w

ritin

g to

the

refe

rral

agen

cy if

req

uire

d.C

opie

s of

ref

erra

ldo

cum

enta

tion.

M

23.6

The

re a

re e

stab

lishe

d pr

oced

ures

for

mon

itorin

gan

d ev

alua

ting

com

plia

nce

with

the

abov

est

anda

rds

for

refe

rral

effe

ctiv

enes

s.

Per

form

ance

mon

itorin

gsy

stem

.M

Gui

danc

e no

tes

1. I

t is

sugg

este

d th

at th

e fo

llow

ing

are

incl

uded

as

times

cale

targ

ets:

•al

l wri

tten

refe

rral

s sh

ould

rec

eive

a r

espo

nse

with

in a

spe

cifie

d nu

mbe

r of

day

s.•

initi

al a

sses

smen

ts a

re p

rovi

ded

with

in a

spe

cifie

d nu

mbe

r of

day

s fo

llow

ing

refe

rral

.•

serv

ice

user

s ar

e ac

cept

ed p

rovi

sion

ally

with

in a

spe

cifie

d tim

e fr

ame

(pen

ding

fund

ing

and/

or c

rimin

al ju

stic

e ag

reem

ents

).

Cro

ss-r

efer

ence

sC

rite

rion

23.2

with

Sta

ndar

d 15

: Pol

icy

and

proc

edur

esC

rite

rion

23.3

with

Sta

ndar

d E

qual

opp

ortu

nitie

sC

rite

ria 2

3.4

& 2

3.5

with

Sta

ndar

d 17

: Con

fiden

tialit

y an

d th

e rig

ht o

f acc

ess

to in

form

atio

nC

rite

rion

23.4

with

Sta

ndar

d 13

: Per

form

ance

mon

itorin

gC

rite

rion

23.5

with

Sta

ndar

d 12

: Wor

king

with

oth

er p

rovi

ders

Cri

terio

n 23

.6 w

ith S

tand

ard

13: P

erfo

rman

ce m

onito

ring

Sec

tion

3: C

ore

care

sta

ndar

ds

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent

Ser

vice

s 6

4

24.

Ass

essm

ent

Sta

ndar

d S

tate

men

t

Ser

vice

use

rs a

re p

rovi

ded

with

an

asse

ssm

ent t

o id

entif

y th

eir n

eeds

whi

ch s

houl

d be

add

ress

ed w

ithin

the

care

pro

cess

.

Crit

eria

Evi

denc

eM

/GP

Crit

eria

met

Com

men

t

24.1

The

re a

re w

ritte

n pr

oced

ures

on

the

asse

ssm

ent

of s

ervi

ce u

sers

(in

clud

ing

risk

asse

ssm

ent)

.P

roce

dure

s.M

24.2

Ass

essm

ent p

roce

sses

are

det

aile

d an

d ne

eds-

base

d.1

Pro

cedu

res.

M

24.3

Key

ser

vice

con

tact

s ar

e de

taile

d.2

Ser

vice

use

r fil

es a

ndas

sess

men

t for

m.

M

24.4

The

ser

vice

use

r is

act

ivel

y in

volv

ed in

the

asse

ssm

ent p

roce

ss.

Ser

vice

use

r in

terv

iew

and

serv

ice

user

file

.M

24.5

Ser

vice

use

rs a

re in

form

ed o

f th

e co

nfid

entia

lity

polic

y an

d ot

her

rele

vant

pol

icie

s as

par

t of t

heas

sess

men

t.

Ser

vice

use

r in

terv

iew

and

serv

ice

user

file

.M

24.6

Ser

vice

use

rs p

rovi

de w

ritte

n pe

rmis

sion

for

the

agen

cy to

see

k/di

sclo

se in

form

atio

n fr

om/to

oth

erse

rvic

es.3

Ser

vice

use

r in

terv

iew

and

serv

ice

user

file

.M

24.7

Sta

ff in

volv

ed in

the

asse

ssm

ent o

f ser

vice

use

rsde

mon

stra

te c

ompe

tenc

e in

this

are

a.S

taff

inte

rvie

w.

M

Sec

tion

3: C

ore

care

sta

ndar

ds

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

65

24.8

Ser

vice

use

rs h

ave

acce

ss to

pos

t-as

sess

men

tde

brie

fing

shou

ld it

be

nece

ssar

y af

ter

anas

sess

men

t.4

Sta

ff in

terv

iew

.M

Gui

danc

e no

tes

1. A

sses

smen

t pro

cess

sho

uld

incl

ude

info

rmat

ion

on th

e fo

llow

ing:

•so

cio/

dem

ogra

phic

dat

a (d

ate

of b

irth,

add

ress

, gen

der)

•pa

ttern

of a

lcoh

ol/d

rug

use

•co

nseq

uenc

es o

f alc

ohol

/dru

g us

e (e

g he

alth

, soc

ial,

econ

omic

, leg

al)

•ph

ysic

al h

ealth

•ps

ycho

logi

cal h

ealth

•le

gal s

ituat

ion

•do

mic

iliar

y si

tuat

ion

•ch

ildca

re is

sues

•se

rvic

e us

er’s

per

cept

ion

of n

eed

•st

aff a

sses

smen

t of n

eeds

•in

volv

emen

t of o

ther

age

ncie

s/pr

ovid

ers

(eg

soci

al s

ervi

ces,

pro

batio

n, d

rug/

alco

hol s

ervi

ces)

•id

entif

icat

ion

of a

ppro

pria

te o

utco

mes

of t

he c

are

proc

ess

•ho

usin

g•

educ

atio

n•

empl

oym

ent

•dr

ug a

dmin

istr

atio

n.S

ervi

ces

may

onl

y be

abl

e to

res

pond

to p

art o

f the

per

ceiv

ed n

eed.

The

re s

houl

d al

so b

e a

proc

ess

for

iden

tifyi

ng a

nd r

ecor

ding

are

a of

unm

et n

eed/

serv

ice

defic

it.2.

The

se m

ay in

clud

e G

P, p

sych

iatr

ist,

prob

atio

n of

ficer

, soc

ial w

orke

r, o

r so

licito

r.3.

The

re m

ay b

e ci

rcum

stan

ces

unde

r w

hich

the

serv

ice

will

be

expe

cted

to d

iscl

ose

info

rmat

ion

with

out w

ritte

n pe

rmis

sion

, eg

user

invo

lvem

ent i

n te

rror

ism

or

risk

of h

arm

to s

elf o

r ot

hers

.4.

The

ass

essm

ent m

ay r

aise

unc

omfo

rtab

le/e

mot

iona

l iss

ues

for

serv

ice

user

s.

Sec

tion

3: C

ore

care

sta

ndar

ds

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent

Ser

vice

s 6

6

Cro

ss-r

efer

ence

s

Cri

teria

24.

1 &

24.

2 w

ith S

tand

ard

15: P

olic

y an

d pr

oced

ures

Cri

terio

n 24

.1 w

ith S

tand

ards

22:

Acc

essi

bilit

y &

23:

Ref

erra

lC

rite

ria 2

4.3

- 24

.6 w

ith S

tand

ard

17: C

onfid

entia

lity

and

the

right

of a

cces

s to

info

rmat

ion

Cri

terio

n 24

.3 w

ith S

tand

ard

12: W

orki

ng w

ith o

ther

pro

vide

rsC

rite

rion

24.4

with

Sta

ndar

d 16

: Inv

olvi

ng a

nd e

mpo

wer

ing

serv

ice

user

sC

riter

ion

24.7

with

Sta

ndar

ds 5

: Hum

an r

esou

rce

man

agem

ent -

gen

eral

, 7: H

uman

res

ourc

e pe

rfor

man

ce m

anag

emen

t sys

tem

s an

d 8:

Hum

an r

esou

rce

deve

lopm

ent

Sec

tion

3: C

ore

care

sta

ndar

ds

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

67

Sec

tion

3: C

ore

care

sta

ndar

ds

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent

Ser

vice

s 6

8

Pla

nned

car

e

25.

The

trea

tmen

t app

roac

h –

gene

ral

Sta

ndar

d S

tate

men

t

Acc

ess

to in

terv

entio

ns w

hich

are

effe

ctiv

e an

d ar

e ba

sed

on re

spon

ding

to s

ervi

ce u

ser a

sses

sed

need

thro

ugh

a pl

anne

d an

ddo

cum

ente

d ap

proa

ch to

ser

vice

del

iver

y.

Crit

eria

Evi

denc

eM

/GP

Crit

eria

met

Com

men

t

25.1

The

trea

tmen

t app

roac

h is

set

out

in a

cle

arly

wri

tten

form

at w

hich

incl

udes

:•

serv

ice

ratio

nale

/ phi

loso

phy

• se

rvic

e st

ruct

ure

• sc

hedu

le/e

xpec

ted

com

mitm

ent

• m

inim

um q

ualit

y st

anda

rds

• se

rvic

e us

er in

duct

ion

proc

ess

• ou

tcom

e ta

rget

s•

code

of c

ondu

ct a

nd b

ehav

iour

al b

ound

arie

s.

Wri

tten

prot

ocol

s an

dpr

oced

ures

.M

25.2

The

pro

gram

me

take

s ac

coun

t of t

he c

hang

ing

circ

umst

ance

s an

d ne

eds

of ta

rget

clie

nt g

roup

s.T

reat

men

t app

roac

h po

licy

docu

men

ts.

M

25.3

Man

agem

ent a

nd o

pera

tiona

l sys

tem

s ar

e in

pla

ceto

sup

port

the

trea

tmen

t pro

gram

me.

As

prev

ious

ly e

vide

nced

in S

ectio

n 1:

Cor

eM

anag

emen

t sta

ndar

ds.

M

25.4

The

re a

re li

aiso

n an

d jo

int w

orki

ng s

yste

ms

with

othe

r re

leva

nt p

rovi

ders

.A

s se

t out

in S

tand

ard

12:

Wor

king

with

oth

erpr

ovid

ers.

M

Sec

tion

3: C

ore

care

sta

ndar

ds

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

69

25.5

The

ser

vice

is a

ble

to d

emon

stra

tere

alis

tic r

esou

rce

allo

catio

nfo

r tr

eatm

ent p

rogr

amm

e de

liver

y.

Fin

anci

al a

nd b

usin

ess

plan

and

bud

get.

M

25.6

The

ser

vice

has

cle

ar p

olic

ies

and

prot

ocol

s w

ithre

gard

to d

epen

dent

chi

ldre

n of

ser

vice

use

rs a

ndth

ese

have

bee

n ag

reed

with

the

Are

a C

hild

Pro

tect

ion

Com

mitt

ee.

Rel

evan

t pol

icie

s an

dpr

oced

ures

.M

Cro

ss-r

efer

ence

sC

rite

ria 2

5.1,

25.

2 &

25.

6 w

ith S

tand

ard

15: P

olic

y an

d pr

oced

ures

Cri

terio

n 25

.2 w

ith S

tand

ard

19: E

qual

opp

ortu

nitie

sC

rite

rion

25.3

with

Sta

ndar

d 1:

The

man

agem

ent b

ody,

thro

ugh

to S

tand

ard

10: M

anag

ing

envi

ronm

ents

for

care

pro

visi

on &

sta

ndar

d 12

:W

orki

ng w

ith o

ther

pro

vide

rsC

rite

ria 2

5.3

& 2

5.4

with

Sta

ndar

d 12

: Wor

king

with

oth

er p

rovi

ders

Cri

terio

n 25

.5 w

ith S

tand

ards

3: S

trat

egic

and

bus

ines

s pl

anni

ng, 4

: Fin

anci

al s

trat

egy

and

man

agem

ent,

& 5

: Hum

an r

esou

rce

man

agem

ent

- ge

nera

lC

rite

rion

25.6

with

Sta

ndar

d 37

: Ser

vice

s fo

r dr

ug a

nd a

lcoh

ol m

isus

ing

pare

nts

and

thei

r ch

ildre

n

Sec

tion

3: C

ore

care

sta

ndar

ds

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent

Ser

vice

s 7

0

26.

Car

e pl

anni

ng

Sta

ndar

d S

tate

men

t

Car

e pl

anni

ng is

bas

ed o

n as

sess

ed n

eed

and

activ

ely

invo

lves

the

serv

ice

user

.

Crit

eria

Evi

denc

eM

/GP

Crit

eria

met

Com

men

t

26.1

The

re is

a w

ritte

n pr

oced

ure

on c

are

plan

ning

.C

are

plan

pro

cedu

re.

M

26.2

The

car

e pl

an p

roce

ss is

bas

ed o

n ne

eds

iden

tifie

d at

ass

essm

ent.

Ass

essm

ent r

ecor

ds a

ndst

aff/

serv

ice

user

inte

rvie

w.

M

26.3

The

ser

vice

use

r is

at t

he c

entr

e of

the

care

plan

ning

pro

cess

and

act

ivel

y in

volv

ed in

the

form

ulat

ion

of th

e ca

re p

lan.

Sta

ff/se

rvic

e us

erin

terv

iew

.M

26.4

The

car

e pl

an is

dat

ed a

nd s

igne

d by

com

plet

ing

staf

f mem

ber

and

the

serv

ice

user

, and

a c

opy

ofth

e pl

an is

pro

vide

d to

the

serv

ice

user

.

Car

e pl

an r

ecor

d.M

26.5

The

ser

vice

ens

ures

that

all

serv

ice

user

s:•

rece

ive

a co

py o

f a w

ritte

n ca

re p

lan

• ha

ve a

nom

inat

ed w

orke

r/ k

eyw

orke

r•

have

a c

hoic

e of

key

wor

ker

gend

er o

r et

hnic

ityif

appr

opria

te.

Car

e pl

an r

ecor

d.M

26.6

The

car

e pl

an s

ets

outc

omes

with

tim

esca

les

for

achi

evem

ent.

Car

e pl

an r

ecor

d.M

Sec

tion

3: C

ore

care

sta

ndar

ds

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

71

26.7

Whe

n th

e se

rvic

e us

er is

invo

lved

in o

ther

car

epl

anni

ng p

roce

sses

.1 the

lead

age

ncy

is id

entif

ied

and

effe

ctiv

e lin

ks e

stab

lishe

d w

ith it

.2

Car

e pl

an r

ecor

d.M

26.8

The

car

e pl

an c

lear

ly li

sts

the

resp

onsi

bilit

ies

ofth

e se

rvic

e an

d se

rvic

e us

er.

Car

e pl

an r

ecor

d.M

26.9

The

car

e pl

an r

evie

w d

ate

is s

et a

nd r

ecor

ded

inth

e pl

an.

Car

e pl

an r

ecor

d.M

26.1

0S

taff

invo

lved

in a

sses

sing

ser

vice

use

rsde

mon

stra

te c

ompe

tenc

e in

this

are

a.S

taff

inte

rvie

w.

Sta

ff C

Vs.

M

26.1

1T

here

is a

pro

cess

for

mon

itorin

g th

eim

plem

enta

tion

and

com

plia

nce

with

the

abov

epr

oced

ures

.

Per

form

ance

mon

itorin

gsy

stem

.M

Gui

danc

e no

tes

1. F

or e

xam

ple,

car

e pr

ogra

mm

e ap

proa

ch, p

roba

tion,

soc

ial s

ervi

ces.

2. T

he d

rug

or a

lcoh

ol s

ervi

ce m

ight

be

the

lead

age

ncy.

Cro

ss-r

efer

ence

sC

rite

ria 2

6.1-

26.2

with

Sta

ndar

d 15

: Pol

icy

and

Pro

cedu

res

Cri

terio

n 26

.2 w

ith S

tand

ard

24: A

sses

smen

tC

rite

ria 2

6.3,

26.

5 &

26.

8 w

ith S

tand

ard

16: I

nvol

ving

and

Em

pow

erin

g S

ervi

ce U

sers

Cri

teria

26.

4 &

26.

5 w

ith S

tand

ard

17: C

onfid

entia

lity

and

the

Rig

ht o

f Acc

ess

to In

form

atio

nC

rite

ria 2

6.6

& 2

6.11

with

Sta

ndar

d 13

: Per

form

ance

Mon

itorin

gC

rite

rion

26.7

with

Sta

ndar

d 12

: Wor

king

with

Oth

er P

rovi

ders

Cri

terio

n 26

.8 w

ith S

tand

ard

18: C

ompl

aint

s P

roce

dure

sC

rite

rion

26.9

with

Sta

ndar

d 27

: Car

e R

evie

wC

riter

ion

26.1

0 w

ith S

tand

ards

5: H

uman

res

ourc

e m

anag

emen

t - g

ener

al, 7

: Hum

an r

esou

rce

perf

orm

ance

man

agem

ent s

yste

ms,

& 8

:H

uman

res

ourc

e de

velo

pmen

t

Sec

tion

3: C

ore

care

sta

ndar

ds

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent

Ser

vice

s 7

2

27.

Car

e re

view

Sta

ndar

d S

tate

men

t

The

nee

ds o

f ser

vice

use

rs a

nd th

e re

leva

nce

of th

e ca

re p

lan

are

revi

ewed

on

a re

gula

r and

pla

nned

bas

is.

Crit

eria

Evi

denc

eM

/GP

Crit

eria

met

Com

men

t

27.1

The

re is

a w

ritte

n pr

oced

ure

on c

are

revi

ew.1

Wri

tten

proc

edur

e.M

27.2

The

ser

vice

use

r is

at t

he c

entr

e of

the

care

rev

iew

proc

ess

and

is a

ctiv

ely

invo

lved

in it

.S

taff/

serv

ice

user

inte

rvie

w.

Ser

vice

use

r fil

e.

M

27.3

The

car

e re

view

ass

esse

s:•

rele

vanc

e of

car

e pl

an•

effe

ctiv

enes

s of

car

e pl

an•

iden

tific

atio

n of

unm

et n

eeds

• se

rvic

e us

er s

atis

fact

ion.

2

Car

e re

view

pro

cess

and

staf

f/ser

vice

use

rin

terv

iew

.

Ser

vice

use

r m

onito

ring

info

rmat

ion.

M

27.4

The

dat

e fo

r th

e ne

xt c

are

plan

rev

iew

dat

e is

set

and

reco

rded

.S

ervi

ce u

ser

reco

rd.

M

27.5

The

rev

iew

is d

ated

and

sig

ned

by c

ompl

etin

g st

aff

mem

ber

and

the

serv

ice

user

, and

the

serv

ice

user

is e

ntitl

ed to

a c

opy.

Ser

vice

use

r re

cord

.M

27.6

Sta

ff in

volv

ed in

rev

iew

ing

care

pla

ns w

illde

mon

stra

te c

ompe

tenc

e.S

taff

inte

rvie

w.

M

Sec

tion

3: C

ore

care

sta

ndar

ds

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

73

27.7

The

re is

a p

roce

ss fo

r m

onito

ring

the

impl

emen

tatio

n an

d co

mpl

ianc

e w

ith th

e ab

ove

proc

edur

es.

Per

form

ance

mon

itorin

gsy

stem

.M

Gui

danc

e no

tes

1.T

his

will

iden

tify

min

imum

crit

eria

and

sta

ndar

ds fo

r re

gula

r se

rvic

e us

er r

evie

w.

2. A

n es

sent

ial a

spec

t of t

he r

evie

w is

to e

stab

lish

chan

ge th

at h

as o

ccur

red

sinc

e th

e ca

re p

lan

was

wri

tten .

Pro

gres

s ca

n be

det

erm

ined

und

er th

e fo

llow

ing

head

ings

:•

prog

ress

tow

ards

ach

ieve

men

t of o

bjec

tives

/out

com

es is

eva

luat

ed•

serv

ice

user

’s p

erce

ptio

n of

pro

gres

s•

staf

f ass

essm

ent o

f pro

gres

s•

chan

ge in

pat

tern

of d

rug/

alco

hol u

se•

chan

ges

in h

ealth

, soc

ial,

econ

omic

, hou

sing

and

lega

l situ

atio

ns•

child

car

e is

sues

• in

volv

emen

t with

oth

er a

genc

ies

and

prov

ider

s (e

g so

cial

ser

vice

s, p

roba

tion,

pol

ice,

oth

er d

rug/

alco

hol s

ervi

ces)

.

Cro

ss-r

efer

ence

sC

rite

rion

27.1

with

Sta

ndar

d 15

: Pol

icy

and

Pro

cedu

res

Cri

teria

27.

2 &

27.

3 w

ith S

tand

ard

16: I

nvol

ving

and

Em

pow

erin

g S

ervi

ce U

sers

Cri

terio

n 27

.3 w

ith S

tand

ard

13: P

erfo

rman

ce M

onito

ring

Cri

terio

n 27

.7 w

ith S

tand

ard

17: C

onfid

entia

lity

and

the

Rig

ht o

f Acc

ess

to In

form

atio

nC

riter

ion

27.8

with

Sta

ndar

ds 5

: Hum

an r

esou

rce

man

agem

ent -

gen

eral

, 7: H

uman

res

ourc

e pe

rfor

man

ce m

anag

emen

t sys

tem

s &

8: H

uman

reso

urce

dev

elop

men

t

Sec

tion

3: C

ore

care

sta

ndar

ds

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent

Ser

vice

s 7

4

28.

Cas

e cl

osur

e/tr

ansf

er

Sta

ndar

d S

tate

men

t

Ser

vice

s ef

fect

ivel

y m

anag

e th

e co

mpl

etio

n of

pla

nned

car

e.

Crit

eria

Evi

denc

eM

/GP

Crit

eria

met

Com

men

t

28.1

The

re is

a d

ocum

ente

d pr

oced

ure

for

case

clos

ure/

tran

sfer

. Thi

s pr

oced

ure

incl

udes

iden

tifyi

ng th

e re

ason

s fo

r ca

se c

losu

re/tr

ansf

er1

and

reco

rdin

g al

l key

fact

ors

with

reg

ard

totr

eatm

ent c

ompl

etio

n/tr

ansf

er.2

Pro

cedu

res

and

serv

ice

user

rec

ord.

M

Gui

danc

e no

tes

1. T

his

may

incl

ude:

• ne

eds

met

/car

e pl

an c

ompl

etio

n•

unpl

anne

d le

avin

g•

disc

harg

e du

e to

non

-com

plia

nce

• de

ath

• im

pris

onm

ent

• re

ferr

al to

ano

ther

age

ncy

(sta

te w

hich

one

).2.

Thi

s m

ay in

clud

e:•

actio

n re

latin

g to

con

tact

of k

ey p

rofe

ssio

nals

• ac

tion

rela

ting

to c

onta

ct o

f fam

ily/s

igni

fican

t oth

ers.

Cro

ss-r

efer

ence

s

Cri

teria

28.

1 &

28.

2 w

ith S

tand

ards

13:

Per

form

ance

mon

itorin

g &

15:

Pol

icy

and

proc

edur

es

Sec

tion

3: C

ore

care

sta

ndar

ds

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

75

Sec

tion

4: S

ervi

ce s

peci

fic s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

76

Sec

tion

4: S

ervi

ce s

peci

fic s

tand

ards

29.

Hea

lth p

rom

otio

n an

d ad

vice

Sta

ndar

d S

tate

men

t

The

ser

vice

pro

mot

es g

ood

heal

th a

nd s

uppo

rts s

ervi

ce u

sers

in a

cces

sing

hea

lthca

re p

rovi

sion

.

Crit

eria

Evi

denc

eM

/GP

Crit

eria

met

Com

men

t

29.1

Ser

vice

use

rs a

re s

uppo

rted

in a

cces

sing

rel

evan

the

alth

ser

vice

s w

here

pos

sibl

e.1

Ser

vice

use

r fil

e, s

taff

inte

rvie

w.

M

29.2

Ser

vice

use

rs h

ave

acce

ss to

adv

ocac

y sh

ould

itbe

nec

essa

ry in

rel

atio

n to

acc

essi

ng to

hea

lthca

re.

Ser

vice

use

r fil

e, s

taff

inte

rvie

w.

M

29.3

The

ser

vice

pro

vide

s he

alth

info

rmat

ion/

prom

otio

nto

ser

vice

use

rs.2

Lite

ratu

re, i

nfor

mat

ion

sess

ions

.M

Gui

danc

e no

tes

1. T

his

may

incl

ude

regi

ster

ing

with

a G

P a

nd/o

r ac

cess

ing

psyc

hiat

ry, p

sych

olog

y, d

entis

try

or o

ptic

ian

serv

ices

. Als

o, w

here

ava

ilabl

e, th

ere

shou

ld b

e ac

cess

to r

elev

ant v

acci

natio

ns a

nd tr

eatm

ent,

eg h

epat

itis

B, T

B, h

epat

itis

C.

2. T

his

may

incl

ude

acce

ssib

le w

ritte

n lit

erat

ure,

pos

ters

, sem

inar

s/gr

oup

sess

ions

(eg

on

HIV

& h

epat

itis,

saf

er in

ject

ing,

sen

sibl

e dr

inki

ngle

vels

etc

).

Cro

ss-r

efer

ence

sC

rite

rion

29.1

with

Sta

ndar

d 16

: Inv

olvi

ng a

nd E

mpo

wer

ing

Ser

vice

Use

rsC

rite

rion

29.2

with

Sta

ndar

d 20

: Sel

f-he

lp a

nd A

dvoc

acy

Sec

tion

4: S

ervi

ce s

peci

fic s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

77

Sec

tion

4: S

ervi

ce s

peci

fic s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

78

30.

Cou

nsel

ling

and

psyc

hoth

erap

y se

rvic

es

Sta

ndar

d S

tate

men

t

The

ser

vice

ens

ures

that

cou

nsel

ling

and

psyc

hoth

erap

y se

rvic

es a

re b

ased

on

writ

ten

proc

edur

es a

nd d

emon

stra

ble

staf

fco

mpe

tenc

e.

Crit

eria

Evi

denc

eM

/GP

Crit

eria

met

Com

men

t

30.1

The

app

roac

h to

cou

nsel

ling/

ther

apy

is d

efin

edw

ithin

ser

vice

spe

cific

atio

ns. T

he s

peci

ficat

ion

iden

tifie

s ho

w th

ose

serv

ices

will

be

prov

ided

and

the

targ

et s

ervi

ce u

sers

.

Ser

vice

spe

cific

atio

n.M

30.2

The

age

ncy

subs

crib

es to

a r

ecog

nise

d co

de o

fpr

actic

e.1

Cod

e of

pra

ctic

e.M

30.3

The

age

ncy

has

a cl

ear

asse

ssm

ent p

roce

dure

whi

ch is

car

ried

out p

rior

to c

omm

ence

men

t of

coun

selli

ng o

r ps

ycho

ther

apy.

Ass

essm

ent p

roce

dure

.M

30.4

Goa

ls fo

r ac

hiev

emen

t with

in th

eco

unse

lling

/ther

apy

proc

ess

are

agre

ed w

ith th

ese

rvic

e us

er w

ith r

egar

d to

beh

avio

ural

cha

nge

rela

ted

to d

rugs

and

/or

alco

hol u

se.

Ser

vice

use

r re

cord

,st

aff/s

ervi

ce u

ser

inte

rvie

w.

M

30.5

The

age

ncy

ensu

res

that

sta

ff de

mon

stra

teco

mpe

tenc

e re

gard

ing

coun

selli

ng/th

erap

y sk

ills.

Sta

ff in

terv

iew

.M

Sec

tion

4: S

ervi

ce s

peci

fic s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

79

30.6

The

age

ncy

ensu

res

that

all

staf

f who

pro

vide

coun

selli

ng/th

erap

y re

ceiv

e re

gula

r su

perv

isio

n.2

Sup

ervi

sion

pro

toco

l.M

30.7

The

age

ncy

has

esta

blis

hed

links

with

oth

erre

leva

nt s

peci

alis

t cou

nsel

ling/

ther

apy

serv

ices

for

refe

rral

and

join

t pro

visi

on fo

r se

rvic

e us

ers.

Nam

ed s

ervi

ces.

M

30.8

Ser

vice

use

rs a

re c

lear

ly in

form

ed o

f the

tim

esca

lefo

r th

e co

unse

lling

/ther

apy

proc

ess.

Sta

ff m

embe

r/se

rvic

e us

erin

terv

iew

, ser

vice

use

rre

cord

.

M

30.9

The

re is

an

audi

t of s

ervi

ce u

ser

satis

fact

ion

carr

ied

out o

n co

mpl

etio

n of

the

coun

selli

ng/th

erap

y pr

oces

s.

Aud

it re

port

, ser

vice

use

rre

cord

.M

30.1

0T

he a

genc

y ha

s cl

ear

outc

ome

mea

sure

s to

dete

rmin

e ef

fect

iven

ess

of th

e in

terv

entio

n.P

erfo

rman

ce m

onito

ring

syst

em, i

dent

ified

outc

omes

.

M

Gui

danc

e no

tes

1. R

ecog

nise

d co

des

of p

ract

ice

may

incl

ude

the

Bri

tish

Ass

ocia

tion

for

Cou

nsel

ling

(BA

C),

UK

Cou

ncil

of P

sych

othe

rapi

sts

(UK

CP

) or

fort

hcom

ing

QuA

DS

Pro

fess

iona

l Com

pete

ncie

s.2.

Sup

ervi

sion

pro

toco

ls s

houl

d be

use

d to

iden

tify

the

purp

ose,

reg

ular

ity a

nd p

roce

ss o

f sup

ervi

sion

.

Cro

ss-r

efer

ence

sC

rite

rion

30.3

with

Sta

ndar

d 24

: Ass

essm

ent

Cri

terio

n 30

.4 w

ith S

tand

ard

16: I

nvol

ving

and

Em

pow

erin

g S

ervi

ce U

sers

Crit

erio

n 30

.5 w

ith S

tand

ards

5: H

uman

res

ourc

e m

anag

emen

t - g

ener

al, 7

: Hum

an r

esou

rce

perf

orm

ance

man

agem

ent s

yste

ms

& 8

: Hum

anre

sour

ce d

evel

opm

ent

Cri

terio

n 30

.7 w

ith S

tand

ard

12: W

orki

ng w

ith o

ther

Pro

vide

rsC

rite

rion

30.1

0 w

ith S

tand

ard

13: P

erfo

rman

ce M

onito

ring

Sec

tion

4: S

ervi

ce s

peci

fic s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

80

31.

Pre

scrib

ed in

terv

entio

ns fo

r dr

ug u

sers

(de

toxi

ficat

ion,

red

uctio

n, m

aint

enan

ce a

ndam

elio

rativ

e)

Sta

ndar

d S

tate

men

t

The

ser

vice

has

an

appr

oach

to p

resc

ribin

g w

hich

is b

ased

on

writ

ten

polic

ies

and

proc

edur

es.

Crit

eria

Evi

denc

eM

/GP

Crit

eria

met

Com

men

t

31.1

All

pres

crib

ing

inte

rven

tions

com

ply

with

sta

tuto

ryan

d pr

ofes

sion

al r

equi

rem

ents

.P

resc

ribin

g po

licy

and

prot

ocol

s.M

31.2

The

ser

vice

has

an

esta

blis

hed

pres

crib

ing

polic

yan

d pr

otoc

ols

whi

ch a

re d

ocum

ente

d.1

Pre

scri

bing

pol

icy.

M

31.3

Ser

vice

use

rs a

re a

sses

sed

prio

r to

rec

eivi

ngtr

eatm

ent.2 T

his

asse

ssm

ent i

s us

ed to

info

rm th

eba

sis

of th

e ca

re p

lan.

Car

e pl

an, s

ervi

ce u

ser

reco

rd.

M

31.4

The

ass

essm

ent p

roce

ss a

nd th

e pr

escr

ibin

gre

spon

se ta

ke a

ccou

nt o

f pol

y-dr

ug u

se, i

nclu

ding

the

use

of a

lcoh

ol, a

nd p

resc

ribed

dru

gs.

Ass

essm

ent r

ecor

d,se

rvic

e us

er r

ecor

d.M

31.5

Info

rmat

ion

is g

iven

to a

ll se

rvic

e us

ers

on H

IV a

ndhe

patit

is, i

nclu

ding

adv

ice

on te

stin

g an

d th

eav

aila

bilit

y of

hep

atiti

s B

vac

cina

tion.

Sta

ff/se

rvic

e us

erin

terv

iew

, ser

vice

use

rre

cord

.

M

31.6

Ser

vice

pro

visi

on is

flex

ible

in te

rms

of m

eetin

g th

ene

eds

of s

ervi

ce u

sers

.3P

olic

ies

and

proc

edur

es,

staf

f/ser

vice

use

rin

terv

iew

, ser

vice

use

rre

cord

s.

M

Sec

tion

4: S

ervi

ce s

peci

fic s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

81

31.7

Pro

toco

ls a

nd p

roce

dure

s ha

ve b

een

esta

blis

hed

on th

e ca

re a

nd c

ontr

ol o

f con

trol

led

drug

s an

dpr

escr

iptio

ns, i

nclu

ding

:•

wha

t to

do w

hen

serv

ice

user

s lo

se th

em.

•ve

nues

for

disp

ensi

ng•

freq

uenc

y of

dis

pens

ing

•ad

vice

to c

lient

s on

saf

ety

of m

edic

atio

n4

•su

perv

isio

n of

con

sum

ptio

n (if

app

ropr

iate

).

Pol

icie

s an

d pr

oced

ures

.M

31.8

The

re a

re c

lear

wri

tten

prot

ocol

s on

the

delin

eatio

n of

rol

es a

nd li

nes

of c

omm

unic

atio

n fo

rsh

ared

car

e of

ser

vice

use

rs.

Pro

cedu

res.

M

31.9

Car

e m

anag

emen

t pla

n is

rev

iew

ed a

t reg

ular

inte

rval

s in

con

junc

tion

with

the

serv

ice

user

.S

ervi

ce u

ser

reco

rd.

M

31.1

0T

here

is a

sys

tem

to m

onito

r se

rvic

e us

erco

mpl

ianc

e.P

erfo

rman

ce m

onito

ring

syst

em.

M

31.1

1T

he s

ervi

ce h

as a

mon

itorin

g an

d ev

alua

tion

syst

em w

hich

det

erm

ines

the

effic

ienc

y an

def

fect

iven

ess

of p

rovi

sion

.5

Mon

itorin

g an

d ev

alua

tion

syst

em in

pla

ce.

M

Sec

tion

4: S

ervi

ce s

peci

fic s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

82

Gui

danc

e no

tes

1. T

he p

resc

ribin

g po

licy

shou

ld in

clud

e:•

ratio

nale

on

whi

ch th

e po

licy

is b

ased

• de

tails

of h

ow s

ervi

ce u

sers

acc

ess

the

serv

ice

• de

tails

of a

sses

smen

t pro

toco

ls•

deta

ils o

f the

pre

scrib

ing

resp

onse

s to

the

prob

lem

atic

use

of:

-op

iate

s -

benz

odia

zepi

ne-

stim

ulan

ts•

deta

ils o

f the

form

in w

hich

dru

gs a

re p

resc

ribed

(ie

inje

ctab

le a

mp,

tabl

ets)

and

und

er w

hat c

ircum

stan

ces

• de

finiti

ons

of s

tabi

lisat

ion,

man

agem

ent a

nd r

educ

tion

• de

tails

of d

etox

ifica

tion

prog

ram

mes

• ca

re r

evie

w fr

eque

ncy

• di

spen

sing

pro

toco

ls, e

g si

tes

and

freq

uenc

y•

shar

ed c

are

prot

ocol

s fo

r w

orki

ng w

ith o

ther

age

ncie

s•

resp

onse

to r

elap

se a

nd th

e us

e of

illic

it dr

ugs

• ur

ine

test

ing

• ha

rmon

isin

g pr

escr

ibin

g in

terv

entio

ns, b

ased

on

the

fact

that

ser

vice

use

rs m

ay h

ave

othe

r pr

escr

iptio

ns fo

r ot

her

cond

ition

s.

2. T

his

may

incl

ude:

• ur

ine

test

ing

• to

lera

nce

test

ing

• br

eath

ana

lysi

s•

to e

stab

lish

drug

or

alco

hol u

se.

3. F

or e

xam

ple,

offe

ring

acce

ss o

ut o

f nor

mal

wor

king

hou

rs fo

r se

rvic

e us

ers

in e

mpl

oym

ent,

serv

ice

user

s w

ith c

hild

care

res

pons

ibili

ties.

4. F

or e

xam

ple,

giv

ing

advi

ce to

par

ents

on

keep

ing

drug

s aw

ay fr

om c

hild

ren.

Sec

tion

4: S

ervi

ce s

peci

fic s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

83

5. T

he m

onito

ring

and

eval

uatio

n sy

stem

incl

udes

cle

ar ta

rget

s fo

r ac

hiev

emen

t whi

ch h

ave

been

agr

eed

with

ser

vice

com

mis

sion

ers.

The

Tas

k F

orce

to R

evie

w S

ervi

ces

for

Dru

g M

isus

ers

(“T

he E

ffect

iven

ess

Rev

iew

”) r

ecom

men

ds th

at: t

arge

ts a

nd m

onito

ring

proc

edur

es a

rees

tabl

ishe

d fo

r th

e pe

riod

of ti

me

betw

een

• re

ferr

al a

nd a

sses

smen

t•

asse

ssm

ent a

nd c

omm

ence

men

t of t

reat

men

t•

num

bers

/per

cent

age

of s

ervi

ce u

sers

are

iden

tifie

d fo

r th

ose

star

ting;

sho

rt-t

erm

det

oxifi

catio

n tr

eatm

ent l

onge

r-te

rm m

etha

done

red

uctio

ntr

eatm

ent

mai

nten

ance

trea

tmen

tan

d•

perc

enta

ge o

f ser

vice

use

rs (

by m

ain

drug

use

) w

ho c

ompl

ete

deto

xific

atio

n tr

eatm

ent

or • pe

rcen

tage

of s

ervi

ce u

sers

who

hav

e re

ceiv

ed m

etha

done

red

uctio

n tr

eatm

ent a

nd w

ho h

ave

bec

ome

drug

free

by:

3 m

onth

s, 6

mon

ths,

1 ye

aror •

perc

enta

ge o

f ser

vice

use

rs r

ecei

ving

mai

nten

ance

trea

tmen

t ret

aine

d at

one

yea

r an

d av

erag

e du

ratio

n of

ret

entio

n•

perc

enta

ge o

f ser

vice

use

rs r

epor

ting

impr

ovem

ents

in o

ne o

r m

ore

of th

e th

ree

broa

d ou

tcom

e do

mai

ns a

s de

fined

by

the

“Effe

ctiv

enes

sR

evie

w”

(se

e A

ppen

dix

4).

Cro

ss-r

efer

ence

s

Cri

teria

31.

1, 3

1.6

& 3

1.7

with

Sta

ndar

d 15

: Pol

icy

and

Pro

cedu

res

Cri

terio

n 31

.2 w

ith S

tand

ard

24: A

sses

smen

tC

rite

rion

31.2

with

Sta

ndar

d 25

: The

trea

tmen

t app

roac

h –

gene

ral,

thro

ugh

to S

tand

ard

28: C

ase

clos

ure/

tran

sfer

Cri

terio

n 31

.5 w

ith S

tand

ard

22: A

cces

sibi

lity

Cri

terio

n 31

.8 w

ith S

tand

ard

27: C

are

Rev

iew

Cri

terio

n 31

.9 w

ith S

tand

ard

13: P

erfo

rman

ce M

onito

ring

Sec

tion

4: S

ervi

ce s

peci

fic s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

84

32.

Alc

ohol

Det

oxifi

catio

n

Sta

ndar

d S

tate

men

t

To

prov

ide

an a

lcoh

ol d

etox

ifica

tion

serv

ice

whi

ch is

bas

ed o

n w

ritte

n po

licie

s an

d pr

oced

ures

.

Crit

eria

Evi

denc

eM

/GP

Crit

eria

met

Com

men

t

32.1

All

pres

crib

ing

inte

rven

tions

com

ply

with

all

stat

utor

y an

d pr

ofes

sion

al r

equi

rem

ents

.P

resc

ribin

g po

licy

and

prot

ocol

s.M

32.2

The

age

ncy

has

an e

stab

lishe

d de

toxi

ficat

ion

pack

age

whi

ch is

doc

umen

ted.

1D

etox

ifica

tion

pack

age.

M

32.3

Ser

vice

use

rs a

re p

rovi

ded

with

ass

essm

ent p

rior

to c

omm

ence

men

t of d

etox

ifica

tion.

Thi

sas

sess

men

t is

used

to in

form

the

basi

s of

the

care

man

agem

ent p

lan.

2

Com

plet

ed a

sses

smen

ts,

care

pla

n, s

ervi

ce u

ser

reco

rd.

M

32.4

The

ass

essm

ent p

roce

ss a

nd th

e pr

escr

ibin

gre

spon

se ta

ke a

ccou

nt o

f any

illic

it or

pre

scri

bed

drug

s as

app

ropr

iate

.

Ass

essm

ent r

ecor

d.S

ervi

ce u

ser

reco

rd.

M

32.5

The

re is

rec

ogni

tion

of a

fterc

are

need

s w

ithin

the

asse

ssm

ent a

nd c

are

plan

ning

pro

cess

and

the

agen

cy c

onne

cts

the

serv

ice

user

into

follo

w-o

nse

rvic

es, e

g. c

ouns

ellin

g, r

ehab

ilita

tion.

Ser

vice

use

r re

cord

.M

Sec

tion

4: S

ervi

ce s

peci

fic s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

85

32.6

Ser

vice

pro

visi

on is

flex

ible

in te

rms

of m

eetin

g th

ene

eds

of s

ervi

ce u

sers

• in

em

ploy

men

t•

with

chi

ldca

re r

espo

nsib

ilitie

s.

Pol

icie

s an

d pr

oced

ures

,st

aff/s

ervi

ce u

ser

inte

rvie

w, s

ervi

ce u

ser

reco

rds .

M

32.7

Pro

toco

ls a

nd p

roce

dure

s ha

ve b

een

esta

blis

hed

on th

e ca

re a

nd c

ontr

ol o

f dr

ugs

used

in th

ede

toxi

ficat

ion

proc

ess

incl

udin

g:•

who

pre

scrib

es•

who

will

hol

d m

edic

atio

n•

sto

rage

of m

edic

atio

n.3

Pro

toco

ls a

nd p

roce

dure

s.M

32.8

Cle

ar w

ritte

n pr

otoc

ols

on th

e de

linea

tion

of r

oles

and

lines

of c

omm

unic

atio

n fo

r sh

ared

car

e of

serv

ice

user

s.

Pro

toco

ls a

nd p

roce

dure

s.M

32.9

Ser

vice

use

rs a

re in

volv

ed in

the

deve

lopm

ent o

fth

eir

indi

vidu

al c

are

plan

s.S

taff/

serv

ice

user

inte

rvie

w, s

ervi

ce u

ser

reco

rd.

M

32.1

0S

taff

dem

onst

rate

com

pete

nce

in a

ll as

pect

s of

man

agin

g th

e de

toxi

ficat

ion

proc

ess

for

whi

ch th

eyar

e re

spon

sibl

e.

Sta

ff re

cord

s.S

taff

inte

rvie

w.

M

32.1

1T

here

is a

n es

tabl

ishe

d m

onito

ring

and

eval

uatio

nsy

stem

with

per

form

ance

targ

et a

gree

d w

ithse

rvic

e co

mm

issi

oner

s.4

Per

form

ance

mon

itorin

gsy

stem

.M

Sec

tion

4: S

ervi

ce s

peci

fic s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

86

Gui

danc

e no

tes

1. T

he d

etox

ifica

tion

pack

age

shou

ld in

clud

e:•

deta

ils o

f how

ser

vice

use

rs a

cces

s th

e se

rvic

e•

deta

ils o

f ass

essm

ent p

roto

cols

, inc

ludi

ng:

- pa

ttern

s, le

vels

and

his

tory

of a

lcoh

ol u

se -

phys

ical

hea

lth o

f ser

vice

use

r -

psyc

holo

gica

l wel

l-be

ing

of s

ervi

ce u

ser

- pr

evio

us h

isto

ry o

f det

oxifi

catio

n an

d re

ason

s fo

r fa

ilure

to c

ompl

ete

(if k

now

n) -

prev

ious

sid

e ef

fect

s fr

om d

etox

ifica

tion

or w

ithdr

awal

sym

ptom

s, p

artic

ular

ly s

eizu

res

- m

easu

res

to a

sses

s ph

ysic

al d

epen

denc

e an

d lik

ely

seve

rity

of w

ithdr

awal

, eg.

Sev

erity

of A

lcoh

ol D

epen

denc

e Q

uest

ionn

aire

(S

AD

Q)

(cite

d in

Pol

lak

et a

l, 19

87),

Mic

higa

n A

lcoh

olis

m S

cree

ning

Tes

t (M

AS

T)

(Pok

orny

et a

l, 19

74 c

ited

in P

aton

, 199

4), C

AG

E (

a 4-

ques

tion

yes/

no te

st)

(May

field

et a

l, 19

74 c

ited

in P

aton

, 199

4), a

nd th

e E

dwar

ds a

nd G

ross

Mod

el (

Edw

ards

and

Gro

ss, 1

976)

- se

rvic

e us

er e

nvir

onm

ent d

urin

g de

toxi

ficat

ion

- se

rvic

e us

er h

isto

ry fo

r th

e la

st s

even

day

s (e

g of

sub

stan

ce u

se, c

ircum

stan

ces,

phy

sica

l/ m

enta

l hea

lth)

- ot

her

drug

use

(lic

it an

d ill

icit)

and

how

it in

tera

cts

• de

tails

of d

etox

ifica

tion

appr

oach

• dr

ug d

ispe

nsin

g an

d st

orag

e pr

otoc

ols

• sh

ared

car

e pr

otoc

ols

for

wor

king

with

GP

s an

d ot

her

agen

cies

• po

licie

s on

rel

apse

and

res

pons

e to

the

use

of o

ther

pro

blem

sub

stan

ces.

2. A

sses

smen

t fac

tors

con

side

red

for

com

mun

ity-b

ased

det

oxifi

catio

n w

ill in

clud

e:•

stab

ility

of h

ome

situ

atio

n•

num

ber

of o

ccup

ants

in h

ome

• no

ise

leve

ls•

cons

umpt

ion

of a

lcoh

ol/d

rugs

by

othe

r re

side

nts

• pr

esen

ce o

f chi

ldre

n•

degr

ee o

f sup

port

ava

ilabl

e•

tran

spor

t ava

ilabi

lity

• ph

ysic

al h

ealth

of t

he c

lient

and

iden

tifie

d ris

k fa

ctor

s.

Sec

tion

4: S

ervi

ce s

peci

fic s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

87

Com

mun

ity d

etox

ifica

tion

will

be

cont

ra-i

ndic

ated

whe

re th

e se

rvic

e us

er:

• ha

s a

hist

ory

of e

pile

ptic

type

fits

• no

rmal

ly ta

kes

anti-

depr

essa

nts

or a

ny o

f the

maj

or tr

anqu

illis

ers

whi

ch r

equi

re s

peci

al c

onsi

dera

tion

• ha

s an

acu

te p

hysi

cal/m

enta

l illn

ess

• ha

s no

fixe

d ab

ode

durin

g pe

riod

of h

ome

deto

xific

atio

n•

has

poor

mot

ivat

ion/

low

cha

nce

of s

ervi

ce u

ser

com

plia

nce

• ha

s no

agr

eed

supp

ort s

yste

m/to

o st

ress

ful f

or c

arer

/s•

is a

t ris

k of

sui

cide

/sel

f har

m (

over

dose

) ris

k•

has

been

uns

ucce

ssfu

l in

a nu

mbe

r of

pre

viou

s co

mm

unity

det

oxifi

catio

ns.

3. T

he a

genc

y w

ill n

egot

iate

with

the

serv

ice

user

abo

ut w

ho is

to h

old

the

med

icat

ion.

Thi

s co

uld

be:

• a

care

r•

the

serv

ice

user

’s n

urse

to c

ount

tabl

ets

daily

• an

age

ncy

nurs

e/w

orke

r, if

ser

vice

use

r ha

s a

poor

per

sona

l sup

port

sys

tem

.D

urin

g de

toxi

ficat

ion

the

serv

ice

shou

ld e

nsur

e th

at a

mem

ber

of s

taff

mee

ts/v

isit

the

serv

ice

user

dai

ly o

r m

ore

freq

uent

ly if

nec

essa

ry.

4. T

he fo

llow

ing

area

s sh

ould

be

cons

ider

ed a

s a

base

line

for

mon

itorin

g in

form

atio

n:•

targ

ets

and

mon

itorin

g pr

oced

ures

are

est

ablis

hed

for

the

perio

d of

tim

e be

twee

n re

ferr

al a

nd a

sses

smen

t and

bet

wee

n as

sess

men

t and

com

men

cem

ent o

f tre

atm

ent

• nu

mbe

rs o

f ser

vice

use

rs s

tart

ing

deto

xific

atio

n tr

eatm

ent

• pe

rcen

tage

of s

ervi

ce u

sers

who

com

plet

e de

toxi

ficat

ion

trea

tmen

t•

perc

enta

ge o

f ser

vice

use

rs w

ho a

ttend

follo

w u

p tr

eatm

ent a

nd/o

r us

e ot

her

supp

ort,

eg A

lcoh

olic

s A

nony

mou

s (A

A)

or o

ther

sel

f-he

lpgr

oups

• ou

tcom

e ev

alua

tion

to d

eter

min

e ef

fect

iven

ess.

Sec

tion

4: S

ervi

ce s

peci

fic s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

88

Cro

ss-r

efer

ence

sC

rite

ria 3

2.2

& 3

3.3

with

Sta

ndar

d 24

: Ass

essm

ent

Cri

terio

n 32

.4 w

ith S

tand

ard

12: W

orki

ng w

ith o

ther

pro

vide

rsC

rite

rion

32.5

with

Sta

ndar

ds 1

9: E

qual

opp

ortu

nitie

s &

22:

acc

essi

bilit

yC

rite

ria 3

2.6

& 3

3.7

with

Sta

ndar

d 15

: Pol

icy

and

proc

edur

esC

rite

ria 3

2.8

& 3

3.9

with

Sta

ndar

d 16

: Inv

olvi

ng a

nd e

mpo

wer

ing

serv

ice

user

sC

riter

ion

32.1

0 w

ith S

tand

ards

5: H

uman

Res

ourc

e M

anag

emen

t - g

ener

al,

7: H

uman

res

ourc

e pe

rfor

man

ce m

anag

emen

t sys

tem

s &

8:

Hum

an r

esou

rce

deve

lopm

ent

Cri

terio

n 32

.11

with

Sta

ndar

ds 1

1: W

orki

ng w

ith c

omm

issi

onin

g bo

dies

& 1

3: P

erfo

rman

ce m

onito

ring

Sec

tion

4: S

ervi

ce s

peci

fic s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

89

Sec

tion

4: S

ervi

ce s

peci

fic s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

90

33.

Out

reac

h se

rvic

es

Sta

ndar

d S

tate

men

t

The

ser

vice

spe

cifie

s th

e ta

rget

gro

up(s

) an

d ta

rget

ed o

utco

mes

of t

he o

utre

ach

wor

k.

Crit

eria

Evi

denc

eM

/GP

Crit

eria

met

Com

men

t

33.1

The

aim

s, o

bjec

tives

and

wor

king

met

hods

are

clea

rly d

efin

ed.1

Pol

icie

s an

d pr

oced

ures

.M

33.2

The

re a

re e

stab

lishe

d pr

otoc

ols

for

join

t per

ipat

etic

wor

k.P

olic

ies

and

proc

edur

es.

M

33.3

The

re is

a h

ealth

and

saf

ety

outr

each

pol

icy.

2P

olic

ies

and

proc

edur

es.

M

33.4

The

age

ncy

has

cons

ider

ed th

e hu

man

res

ourc

eim

plic

atio

ns o

f und

erta

king

out

reac

h w

ork.

3Jo

b de

scrip

tions

/sta

ffin

terv

iew

.M

33.5

Ser

vice

use

rs a

re p

rovi

ded

with

info

rmat

ion

onot

her

rele

vant

ser

vice

s.S

taff/

serv

ice

user

inte

rvie

w.

M

33.6

The

re is

an

esta

blis

hed

mon

itorin

g an

d ev

alua

tion

syst

em.4

Per

form

ance

mon

itorin

gsy

stem

.M

Sec

tion

4: S

ervi

ce s

peci

fic s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

91

Gui

danc

e no

tes

1. T

he ty

pe o

f out

reac

h w

ork

may

be

peri

pate

tic o

r sa

telli

te, d

omic

iliar

y or

det

ache

d, a

nd m

ay in

clud

e: d

rug

use

prev

entio

n, h

arm

red

uctio

n,ac

cess

ing

hard

to r

each

gro

ups.

2. T

his

polic

y co

ntai

ns (

as a

pplic

able

):•

deta

ils o

f ris

k as

sess

men

t and

man

agem

ent

proc

edur

es in

term

s of

out

reac

h se

rvic

es p

rovi

ded,

incl

udin

g ris

k as

sess

men

t of s

ervi

ceus

ers

rece

ivin

g se

rvic

es in

thei

r ow

n ho

me

•th

e st

ipul

atio

n th

at fo

r sa

fety

rea

sons

det

ache

d w

ork

is a

lway

s un

dert

aken

by

a m

inim

um o

f tw

o st

aff a

nd s

taff

are

prov

ided

with

a m

obile

phon

e•

deta

ils o

f agr

eed

chec

k-in

/che

ck-o

ut s

yste

ms

incl

udin

g st

aff c

heck

-in a

fter

com

plet

ing

a sp

ecifi

c ta

sk a

nd a

dia

ry w

here

sta

ff no

te w

here

they

will

be

wor

king

.3.

Hum

an r

esou

rce

cons

ider

atio

ns w

ould

inc

lude

:•

job

desc

riptio

ns th

at a

ccur

atel

y re

flect

the

task

s re

quire

d of

out

reac

h w

orke

rs•

prov

idin

g ou

trea

ch s

taff

with

sup

ervi

sion

.4.

Thi

s w

ill in

clud

e th

e fo

llow

ing

com

pone

nts,

loca

lly a

gree

d w

ith c

omm

issi

oner

s:•

clea

r go

als

and

wor

k ta

rget

s fo

r ou

trea

ch w

ork

•nu

mbe

r of

new

ser

vice

use

rs c

onta

cted

in a

four

wee

k pe

riod

(ie s

ervi

ce u

sers

not

see

n by

any

oth

er s

ervi

ce d

urin

g th

e pr

evio

us th

ree

mon

ths

•nu

mbe

r of

ser

vice

use

rs r

emai

ning

in c

onta

ct w

ith o

utre

ach

serv

ice

long

er th

an th

ree

mon

ths

•nu

mbe

r of

ser

vice

use

rs r

efer

red

per

mon

th to

oth

er p

rovi

ders

for

help

with

dru

g m

isus

e pr

oble

ms

•ou

tcom

e m

easu

res

to d

eter

min

e ef

fect

iven

ess

of in

terv

entio

n.

Cro

ss-r

efer

ence

s

Cri

teria

33.

1 -

33.3

with

Sta

ndar

d 15

: Pol

icy

and

proc

edur

es

Cri

terio

n 33

.4 w

ith S

tand

ard

5: H

uman

Res

ourc

e M

anag

emen

t - G

ener

al

Cri

terio

n 33

.6 w

ith S

tand

ard

13: P

erfo

rman

ce M

onito

ring

Sec

tion

4: S

ervi

ce s

peci

fic s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

92

34.

Nee

dle

exch

ange

Sta

ndar

d S

tate

men

t

The

nee

dle

exch

ange

ser

vice

see

ks to

red

uce

the

trans

mis

sion

of H

IV, h

epat

itis

and

othe

r inf

ectio

us d

isea

ses,

and

con

tribu

tes

toth

e he

alth

of s

ervi

ce u

sers

.1

Crit

eria

Evi

denc

eM

/GP

Crit

eria

met

Com

men

t

34.1

The

re a

re c

lear

pro

toco

ls o

n as

sess

men

t and

on

min

imum

leve

ls o

f inf

orm

atio

n pr

ovid

ed to

ser

vice

user

s. T

he a

sses

smen

t pro

cess

est

ablis

hes

whe

ther

ser

vice

use

rs a

re in

ject

ing.

Ass

essm

ent p

roto

col.

Sta

ff in

terv

iew

.M

34.2

A v

arie

ty o

f equ

ipm

ent i

s pr

ovid

ed to

ser

vice

use

rsan

d ac

cess

to a

ran

ge o

f rel

evan

t ser

vice

s.2

Equ

ipm

ent a

vaila

ble.

GP

34.3

The

re a

re w

ritte

n p

olic

ies

and

proc

edur

es o

nne

edle

exc

hang

e fo

r th

ose

aged

16

year

s an

dun

der

whi

ch h

ave

been

con

sulte

d on

and

agr

eed

with

the

loca

l Are

a C

hild

Pro

tect

ion

Com

mitt

ee a

ndD

AT

.3

Pro

cedu

re a

ndag

reem

ents

.M

34.4

Ser

vice

ope

ning

tim

es a

re w

idel

y pu

blic

ised

.4Le

afle

ts/p

oste

rs.

M

34.5

The

ser

vice

pro

vide

s ad

vice

on

inje

ctio

nte

chni

ques

and

site

s, b

ased

on

asse

ssm

ent o

fse

rvic

e us

er’s

nee

ds.

Sta

ff in

terv

iew

.M

Sec

tion

4: S

ervi

ce s

peci

fic s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

93

34.6

Sta

ff de

mon

stra

te c

ompe

tenc

e in

adv

isin

g on

inje

ctio

n te

chni

ques

and

site

s, p

rimar

y he

alth

car

ean

d sa

fer

sex

mes

sage

s, a

nd a

dvic

e an

das

sess

men

t.

Evi

denc

e of

sui

tabl

equ

alifi

catio

ns.

M

34.7

A r

ange

of i

nfor

mat

ion

is a

vaila

ble

on h

arm

redu

ctio

n (in

lang

uage

and

with

imag

es r

elev

ant t

oth

e se

rvic

e us

er g

roup

).

Info

rmat

ion

prov

ided

.G

P

34.8

The

nee

ds o

f bot

h op

iate

and

non

-opi

ate

user

s ar

ere

flect

ed in

ser

vice

del

iver

y.P

roto

cols

and

sta

ffin

terv

iew

.M

34.9

The

age

ncy

has

polic

ies

rela

ting

to th

em

anag

emen

t of e

quip

men

t tha

t tak

e ac

coun

t of

infe

ctio

n co

ntro

l.5

Pol

icie

s an

d pr

oced

ures

.M

34.1

0T

he s

ervi

ce h

as a

n es

tabl

ishe

d m

onito

ring

and

eval

uatio

n sy

stem

to d

eter

min

e th

e ef

fect

iven

ess

of th

e se

rvic

e.6

Per

form

ance

mon

itorin

gsy

stem

.M

34.1

1S

ervi

ce u

sers

are

pro

vide

d w

ith in

form

atio

n ab

out,

and/

or r

efer

ral t

o, o

ther

rel

evan

t ser

vice

s.In

form

atio

n pr

ovid

ed.

M

34.1

2T

here

is a

str

ateg

y to

enc

oura

ge th

e re

turn

of u

sed

need

les.

7P

roto

cols

and

sta

ffin

terv

iew

.M

Sec

tion

4: S

ervi

ce s

peci

fic s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

94

Gui

danc

e no

tes

1. T

here

are

diff

eren

t mod

els

of n

eedl

e ex

chan

ge.

2. T

he e

quip

men

t may

incl

ude

a ra

nge

of s

yrin

ges

and

cond

oms.

The

ser

vice

will

als

o pr

ovid

e re

ferr

al to

a r

ange

of s

ervi

ces

(whe

re a

vaila

ble)

whi

ch c

ould

pro

vide

:•

prim

ary

heal

th c

are

advi

ce•

hepa

titis

vac

cina

tion

•H

IV a

nd h

epat

itis

coun

selli

ng a

nd te

stin

g fa

cilit

ies

•dr

ug tr

eatm

ent

•ot

her

heal

th a

nd s

ocia

l car

e ne

eds.

3. S

ervi

ce p

rovi

sion

for

unde

r 16

s sh

ould

be

sepa

rate

from

adu

lts, a

nd th

ere

shou

ld b

e se

para

te p

olic

ies

and

proc

edur

es.

4. P

ublic

ity c

ould

be

disp

laye

d in

: lib

rarie

s, le

isur

e ce

ntre

s, h

ealth

cen

tres

, GP

sur

gerie

s an

d ho

spita

ls.

5. S

ervi

ces

shou

ld h

ave

polic

ies

and

proc

edur

es r

elat

ing

to n

eedl

e st

ick

inju

ries,

sha

rps

bins

, clin

ical

was

te, H

IV a

nd T

B.

6. T

his

shou

ld in

clud

e re

cord

ing:

•ge

nder

, eth

nici

ty, a

ge, d

rug

use

of c

onta

cts

•al

l new

con

tact

s an

d in

ject

ing

beha

viou

r at

initi

al a

sses

smen

t•

perc

enta

ge o

f inj

ecto

rs w

ho r

epor

t sha

ring

inje

ctin

g eq

uipm

ent i

n pr

evio

us fo

ur w

eeks

.•

num

bers

of;

- new

atte

nder

s pe

r m

onth

(ie

thos

e w

ho h

ave

not u

sed

a sc

hem

e in

the

past

six

mon

ths)

- ex

chan

ge p

acks

giv

en o

ut p

er m

onth

per

ser

vice

use

r-

indi

vidu

als

usin

g se

rvic

e (b

y ge

nder

and

eth

nici

ty)

- se

rvic

e us

ers

mov

ing

on to

trea

tmen

t els

ewhe

re-

perc

enta

ge o

f sta

ff tr

aine

d in

giv

ing

basi

c he

alth

che

cks.

7. T

his

may

incl

ude

setti

ng a

targ

et m

inim

um e

xpec

ted

retu

rn r

ate

of u

sed

equi

pmen

t.

Sec

tion

4: S

ervi

ce s

peci

fic s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

95

Cro

ss-r

efer

ence

sC

rite

ria 3

4.1,

34.

8 &

34.

9 w

ith S

tand

ard

15: P

olic

y an

d pr

oced

ures

Cri

teria

34.

1 &

34.

5 w

ith S

tand

ard

24: A

sses

smen

tC

rite

rion

34.3

with

Sta

ndar

d 36

: Ser

vice

s fo

r ch

ildre

n an

d yo

ung

peop

leC

riter

ion

34.6

with

Sta

ndar

ds 5

: Hum

an r

esou

rce

man

agem

ent -

gen

eral

, 7:

Hum

an r

esou

rce

perf

orm

ance

man

agem

ent s

yste

ms

and

8:H

uman

res

ourc

e de

velo

pmen

tC

rite

rion

34.7

with

Sta

ndar

d 19

: Equ

al o

ppor

tuni

ties

Cri

terio

n 34

.10

with

Sta

ndar

d 13

: Per

form

ance

mon

itorin

g

Sec

tion

4: S

ervi

ce s

peci

fic s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

96

35.

Res

iden

tial s

ervi

ces

1

a) E

nviro

nmen

t

Sta

ndar

d st

atem

ent

Res

iden

tial s

ervi

ces

shou

ld b

e pr

ovid

ed in

an

appr

opria

te e

nviro

nmen

t.

Crit

eria

Evi

denc

eM

/GP

Crit

eria

met

Com

men

t

Reg

iste

red

resi

dent

ial u

nits

35.1

The

res

iden

tial u

nit m

eets

the

requ

irem

ents

of:

• Lo

cal r

egis

trat

ion

auth

ority

2

• S

tatu

tory

hea

lth &

saf

ety

requ

irem

ents

• E

nviro

nmen

tal h

ealth

• F

ire

regu

latio

ns.

Doc

umen

ts s

how

ing

that

thes

e re

quire

men

ts h

ave

been

met

.

M

Non

-reg

iste

red

resi

dent

ial u

nits

35.2

The

res

iden

tial u

nit s

houl

d m

eet t

he r

equi

rem

ents

of:

• S

tatu

tory

hea

lth &

saf

ety

requ

irem

ents

• E

nviro

nmen

tal h

ealth

• F

ire

regu

latio

ns.

Doc

umen

ts s

how

ing

that

thes

e re

quire

men

t hav

ebe

en m

et.

M

Gui

danc

e no

tes

1. I

t is

expe

cted

that

mos

t res

iden

tial s

ervi

ces

will

hav

e a

spec

ific

trea

tmen

t pro

gram

me.

As

wel

l as

mee

ting

the

core

qua

lity

stan

dard

s,S

tand

ard

25: T

he tr

eatm

ent a

ppro

ach

- ge

nera

l is

of p

artic

ular

rel

evan

ce to

the

prog

ram

me.

2. S

ervi

ce p

rovi

ders

sho

uld

note

that

loca

l aut

horit

ies

are

at p

rese

nt a

dvis

ed to

ref

er to

Res

iden

tial c

are

for

peop

le w

ith d

rug/

alco

hol

prob

lem

s (S

SI,

1994

) w

hen

appl

ying

for

resi

dent

ial c

are

stan

dard

s to

ser

vice

s fo

r pe

ople

with

alc

ohol

and

dru

g pr

oble

ms.

Fut

ure

guid

ance

may

be

issu

ed fo

llow

ing

revi

ew o

f cur

rent

reg

istr

atio

n st

anda

rds.

Sec

tion

4: S

ervi

ce s

peci

fic s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

97

b) F

ood

Sta

ndar

d S

tate

men

t

Whe

re fo

od a

nd d

rink

are

prov

ided

to s

ervi

ce u

sers

, the

y ar

e nu

tritio

us a

nd h

ealth

y.

Crit

eria

Evi

denc

eM

/GP

Crit

eria

met

Com

men

t

35.

3T

he d

iet s

houl

d be

var

ied,

bal

ance

d an

d nu

triti

ous,

with

con

side

ratio

n gi

ven

to p

rese

ntat

ion

and

com

posi

tion.

Men

u pl

ans

avai

labl

e fo

rin

spec

tion.

Men

usdi

spla

yed

for

resi

dent

s.C

omm

ents

on

com

posi

tion

of fo

od.

M

35.4

Spe

cial

men

us a

re a

vaila

ble

to c

ater

for

med

ical

,re

ligio

us a

nd c

ultu

ral r

equi

rem

ents

.W

ritte

n po

licy

on s

peci

alm

enus

.S

peci

al m

enu

plan

sav

aila

ble.

M

35.5

Foo

d pr

epar

atio

n is

car

ried

out i

n ac

cord

ance

with

hygi

ene

and

safe

ty r

egul

atio

ns.

Hyg

iene

and

saf

ety

regu

latio

ns d

ispl

ayed

.R

ecor

ds o

f sta

ff tr

aini

ng in

hygi

ene

and

safe

ty.

M

35.6

Res

iden

ts’ o

pini

ons

are

soug

ht o

n fo

od, a

ndre

side

nts

are

give

n so

me

say

on w

hat t

hey

eat.

Rec

ords

of c

onsu

ltatio

nsw

ith r

esid

ents

and

any

deci

sion

s ta

ken.

M

35.7

Dri

nkin

g w

ater

and

hot

and

col

d dr

inks

are

free

lyav

aila

ble.

Fac

ilitie

s av

aila

ble.

M

35.8

Res

iden

ts a

ble

to s

hare

mea

ls w

ith v

isito

rs -

if in

acco

rdan

ce w

ith c

are

plan

.W

ritte

n po

licy

onre

side

nt’s

vis

itors

.G

P

Sec

tion

4: S

ervi

ce s

peci

fic s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

98

Cro

ss-r

efer

ence

sC

rite

rion

35.5

with

Sta

ndar

d 19

: Equ

al o

ppor

tuni

ties

Cri

terio

n 35

.7 w

ith S

tand

ard

16: I

nvol

ving

and

em

pow

erin

g se

rvic

e us

ers

Cri

terio

n 35

.9 w

ith S

tand

ards

15:

Pol

icy

and

proc

edur

es a

nd 2

6: C

are

plan

ning

c) P

rivac

y

Sta

ndar

d s

tate

men

t

The

re is

resp

ect f

or th

e se

rvic

e us

er’s

priv

acy.

Crit

eria

Evi

denc

eM

/GP

Crit

eria

met

Com

men

t

35.9

A p

olic

y on

priv

acy

exis

ts w

hich

is e

xpla

ined

tore

side

nts

prio

r to

adm

issi

on.1

Pol

icy

fram

ewor

k,in

clud

ing

a po

licy

onse

arch

es.

M

35.1

0T

here

sho

uld

be a

tele

phon

e w

hich

the

serv

ice

user

s ca

n us

e in

priv

acy.

2T

elep

hone

in p

lace

.P

olic

y do

cum

ent.

M

Gui

danc

e no

tes

1. T

his

may

incl

ude

polic

ies

on o

peni

ng in

com

ing

mai

l and

sea

rchi

ng r

oom

s.2.

The

ser

vice

sho

uld

also

hav

e a

polic

y on

the

use

of m

obile

pho

nes.

Cro

ss-r

efer

ence

sC

rite

ria 3

5.10

& 3

5.11

with

Sta

ndar

d 21

: Pri

vacy

, dig

nity

and

res

pect

Cri

terio

n 35

.10

with

Sta

ndar

d 15

: Pol

icy

and

proc

edur

es

Sec

tion

4: S

ervi

ce s

peci

fic s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

99

Sec

tion

5: T

arge

t gro

up s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

10

0

Sec

tion

5: T

arge

t gro

up s

tand

ards

36.

Ser

vice

s fo

r ch

ildre

n an

d yo

ung

peop

le

Sta

ndar

d S

tate

men

t

Age

ncie

s sh

ould

cle

arly

spe

cify

wha

t ded

icat

ed s

ervi

ces

they

pro

vide

for c

hild

ren

and

youn

g pe

ople

and

thes

e sh

ould

be

guid

edby

writ

ten

prot

ocol

s.

Crit

eria

Evi

denc

eM

/GP

Crit

eria

met

Com

men

t

36.1

Pol

icie

s an

d pr

oced

ures

1 con

nect

ed w

ith w

orki

ngw

ith c

hild

ren

and

youn

g pe

ople

2 hav

e be

enco

nsul

ted

and

agre

ed w

ith th

e A

rea

Chi

ldP

rote

ctio

n C

omm

ittee

and

the

Dru

g A

ctio

n T

eam

.

Con

sulta

tion

mec

hani

sms

and

polic

y an

d pr

oced

ure

docu

men

ts a

ndag

reem

ents

.

M

36.2

The

ser

vice

is p

rovi

ded

in a

n ap

prop

riate

3

envi

ronm

ent w

hich

is s

epar

ated

in e

ither

spa

ce o

rtim

e4 fro

m a

dult

serv

ices

.

Pub

licity

adv

ertis

es th

ese

rvic

e as

sep

arat

e.M

36.3

The

re is

an

allo

cate

d co

mpe

tent

wor

ker.

5Jo

b de

scrip

tion.

M

36.4

Ser

vice

s pr

ovid

ed to

chi

ldre

n an

d yo

ung

peop

lear

e sp

ecifi

ed.6

Wri

tten

serv

ice

spec

ifica

tion.

M

36.5

The

re is

cle

ar d

efin

ition

of t

he s

ervi

ce u

ser

grou

p:•

age

rang

e•

targ

et g

roup

.7

Con

tain

ed in

pol

icie

s an

dpr

oced

ures

.M

Sec

tion

5: T

arge

t gro

up s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

10

1

36.6

Sta

ff de

mon

stra

te c

ompe

tenc

e in

app

lyin

gle

gisl

atio

n to

chi

ldre

n/yo

ung

peop

le (

eg C

hild

ren

Act

198

9) a

nd in

wor

king

with

chi

ldre

n an

dfa

mili

es.

Sta

ff in

terv

iew

/trai

ning

plan

.M

36.7

For

dru

g-an

d al

coho

l-usi

ng c

hild

ren

and

youn

gpe

ople

ther

e is

pro

visi

on fo

r as

sess

men

t:•

to d

eter

min

e co

mpe

tenc

e to

con

sent

totr

eatm

ent8

•of

pro

blem

dru

g/al

coho

l use

, hea

lth, s

ocia

lsi

tuat

ion,

fam

ily•

to d

eter

min

e se

rvic

e/st

aff c

ompe

tenc

e to

mee

tne

eds

effe

ctiv

ely

•of

any

nee

d fo

r ne

edle

exc

hang

e•

of a

ny p

resc

ribin

g ne

eds.

Ass

essm

ent p

roce

ss.

M

36.8

Car

e pl

anni

ng p

roce

eds

as o

utlin

ed in

Sta

ndar

d26

: Car

e P

lann

ing,

and

incl

udes

whe

reap

prop

riate

:•

pare

ntal

invo

lvem

ent

•in

volv

emen

t with

sta

tuto

ry a

genc

ies.

9

Car

e pl

an.

M

36.9

Car

e re

view

pro

ceed

s as

in S

tand

ard

27: C

are

revi

ew, a

nd in

clud

es, w

here

app

ropr

iate

,as

sess

ing:

•pa

rent

al in

volv

emen

t•

invo

lvem

ent w

ith s

tatu

tory

age

ncie

s9

•co

mpe

tenc

e to

con

sent

to tr

eatm

ent

•ch

ild p

rote

ctio

n co

ncer

ns.

Car

e re

view

pro

cedu

res.

M

Sec

tion

5: T

arge

t gro

up s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

10

2

36.1

0A

com

preh

ensi

ve d

ata

colle

ctio

n an

d re

cord

ing

syst

em m

onito

rs a

ctiv

ity r

elat

ing

to w

ork

with

child

ren/

youn

g pe

ople

.10

Per

form

ance

mon

itorin

gsy

stem

s.M

36.1

1S

ervi

ces

are

prov

ided

in li

ne w

ith th

e 10

Key

Pol

icy

Pri

ncip

les.

11S

taff

inte

rvie

w,

perf

orm

ance

mon

itorin

gsy

stem

s/ a

sses

smen

tpr

oces

s, lo

catio

n &

tim

ing

of s

ervi

ce d

eliv

ery.

M

36.1

2S

taff

who

wor

k pr

imar

ily w

ith c

hild

ren

and

youn

gpe

ople

hav

e be

en c

lear

ed th

roug

h po

lice/

loca

lau

thor

ity c

heck

ing

proc

edur

es.

Sta

ff pe

rson

nel r

ecor

ds.

M

36.1

3T

he a

genc

y ha

s sp

ecifi

c as

sess

men

t pro

toco

ls fo

rth

e pr

ovis

ion

of n

eedl

e ex

chan

ge a

nd p

resc

ribin

gse

rvic

es to

chi

ldre

n an

d yo

ung

peop

le.

Ass

essm

ent p

roto

col.

M

36.1

4A

ll w

ritte

n m

ater

ials

dire

cted

at c

hild

ren

and

youn

gpe

ople

are

wri

tten

in a

way

whi

ch is

acc

essi

ble

toth

e ta

rget

gro

up.

M

Gui

danc

e no

tes

1. P

olic

ies

and

proc

edur

es s

houl

d en

sure

that

whe

re c

hild

pro

tect

ion

deci

sion

s ar

e m

ade

they

are

not

the

sole

res

pons

ibili

ty o

f one

mem

ber

of s

taff,

and

that

thos

e w

ho m

ake

the

deci

sion

s ar

e co

mpe

tent

in c

hild

pro

tect

ion

issu

es.

2. T

he te

rm ‘c

hild

ren’

ref

ers

to p

eopl

e un

der

the

age

of 1

8, in

acc

orda

nce

with

the

UN

Con

vent

ion

on th

e R

ight

s of

the

Chi

ld. L

ower

age

dist

inct

ions

bet

wee

n de

finiti

ons

of ‘c

hild

ren’

and

‘ado

lesc

ents

’ and

‘you

ng p

eopl

e’ c

an b

e ha

rd to

dra

w a

s th

ey v

ary

wid

ely

betw

een

depa

rtm

ents

and

ser

vice

s. It

mus

t als

o be

not

ed th

at lo

cal a

utho

ritie

s ac

ting

unde

r ce

rtai

n pr

ovis

ions

with

in th

e C

hild

ren

Act

198

9, c

ourt

s an

dth

e P

riso

n S

ervi

ce m

ay a

lso

cons

ider

the

term

‘you

ng p

eopl

e’ to

ref

er to

thos

e up

to th

e ag

e of

21

(SC

OD

A &

The

Chi

ldre

n’s

Lega

l Cen

tre,

You

ng p

eopl

e an

d dr

ugs:

pol

icy

guid

ance

for

drug

inte

rven

tions

, 199

9).

Sec

tion

5: T

arge

t gro

up s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

10

3

Wor

king

Tog

ethe

r to

Saf

egua

rd C

hild

ren

(Dep

t. of

Hea

lth, 1

999)

def

ines

the

degr

ee o

f ris

k w

hich

wou

ld r

equi

re a

you

ng p

erso

n to

be

plac

edon

the

‘at r

isk’

(or

chi

ld p

rote

ctio

n) r

egis

ter,

as:

•ne

glec

t•

phys

ical

Inju

ry•

sexu

al a

buse

•em

otio

nal a

buse

.S

ome

area

chi

ld p

rote

ctio

n co

mm

ittee

s (A

CP

Cs)

hav

e lo

cal p

olic

y an

d cr

iteria

gui

delin

es o

n th

e ris

k of

, or

actu

al s

uffe

ring

of,

‘sig

nific

ant

harm

’ by

self-

harm

ing

beha

viou

r. G

uida

nce

shou

ld b

e so

ught

from

AC

PC

s lo

cally

on

defin

ition

s us

ed b

y th

e lo

cal c

hild

pro

tect

ion

team

s.

‘A c

hild

sha

ll be

dee

med

to b

e ’in

nee

d‘ if

-a)

he

is u

nlik

ely

to a

chie

ve o

r m

aint

ain,

or

to h

ave

the

oppo

rtun

ity o

f ach

ievi

ng o

r m

aint

aini

ng, a

rea

sona

ble

stan

dard

of h

ealth

or

deve

lopm

ent w

ithou

t the

pro

visi

on fo

r hi

m o

f ser

vice

s by

a lo

cal a

utho

rity

b) h

is h

ealth

or

deve

lopm

ent i

s lik

ely

to b

e si

gnifi

cant

ly im

paire

d, o

r fu

rthe

r im

paire

d, w

ithou

t the

pro

visi

on fo

r hi

m o

f suc

h s

ervi

ces;

or

c) h

e is

dis

able

d’(S

ectio

n 17

of t

he C

hild

ren

Act

, 198

9).

3. ‘A

ppro

pria

te e

nvir

onm

ent’

mea

ns o

ne th

at is

acc

epta

ble

to a

nd a

ppro

pria

te fo

r yo

ung

peop

le a

nd th

at th

ere

are

no v

isib

le m

essa

ges

whi

char

e ai

med

at a

dults

, suc

h as

gra

phic

or

expl

icit

safe

r se

x or

har

m m

inim

isat

ion

advi

ce a

nd im

ages

.

4. ’S

epar

ated

in s

pace

and

tim

e’ m

eans

that

the

youn

g pe

ople

’s s

ervi

ce is

set

on

diffe

rent

pre

mis

es, o

r in

diff

eren

t par

ts o

f the

sam

e pr

emis

esw

ith s

epar

ate

acce

ss, o

r ha

s ce

rtai

n al

loca

ted

times

spe

cific

ally

for

youn

g pe

ople

dur

ing

whi

ch a

dults

can

not a

ttend

.

5. S

taff

wor

king

with

chi

ldre

n an

d yo

ung

peop

le a

re p

rovi

ded

with

rel

evan

t tra

inin

g an

d th

e se

rvic

e ha

s a

trai

ning

str

ateg

y to

add

ress

this

need

.

6. A

list

of t

he s

ervi

ces

avai

labl

e to

chi

ldre

n an

d yo

ung

peop

le e

g. In

form

atio

n an

d ad

vice

, cou

nse

lling

, pre

scrib

ing,

nee

dle

exch

ange

.

Sec

tion

5: T

arge

t gro

up s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

10

4

7. T

his

incl

udes

def

inin

g:•

non-

drug

/alc

ohol

usi

ng c

hild

ren

and

youn

g pe

ople

who

may

be

at r

isk

•ch

ildre

n an

d yo

ung

peop

le in

volv

ed in

exp

erim

enta

l dru

g-us

e•

child

ren

and

youn

g pe

ople

invo

lved

in p

robl

em o

r de

pend

ent d

rug

use/

alco

hol u

se.

8. T

he p

rovi

sion

of t

reat

men

t may

req

uire

con

sent

. For

thos

e un

der

16 y

ears

of a

ge, p

aren

tal c

onse

nt is

usu

ally

req

uire

d. S

ome

peo

ple

unde

r 16

yea

rs m

ay b

e ab

le to

con

sent

to th

eir

trea

tmen

t if t

hey

are

foun

d to

be

com

pete

nt.

Fur

ther

gui

danc

e on

com

pete

nce

to c

onse

nt to

trea

tmen

t is

foun

d in

You

ng P

eopl

e an

d D

rugs

: pol

icy

guid

elin

es fo

r dr

ug in

terv

entio

ns,

(SC

OD

A/ C

hild

ren’

s Le

gal C

entr

e, 1

999)

.

9. E

xam

ples

of t

hese

age

ncie

s ar

e so

cial

ser

vice

s, y

outh

offe

ndin

g te

ams,

and

you

th ju

stic

e te

ams.

10. F

or c

hild

ren

and

youn

g pe

ople

usi

ng d

rugs

this

incl

udes

:•

reco

rdin

g al

l dec

isio

n-m

akin

g•

care

pla

nnin

g an

d re

view

•co

ntra

cts

and

cons

ulta

tion

with

oth

er o

rgan

isat

ions

.

11. T

he 1

0 ke

y po

licy

prin

cipl

es a

re:

•A

chi

ld o

r ad

oles

cent

is n

ot a

n ad

ult.

•T

he o

vera

ll w

elfa

re o

f the

indi

vidu

al c

hild

or

youn

g pe

rson

is o

f par

amou

nt im

port

ance

.•

The

vie

ws

of th

e yo

ung

pers

on a

re o

f cen

tral

impo

rtan

ce a

nd s

houl

d al

way

s be

sou

ght a

nd c

onsi

dere

d.•

Ser

vice

s ne

ed to

res

pect

par

enta

l res

pons

ibili

ty w

hen

wor

king

with

a y

oung

per

son.

•S

ervi

ces

shou

ld r

ecog

nise

and

co-

oper

ate

with

the

loca

l aut

horit

y in

car

ryin

g ou

t its

res

pons

ibili

ties

tow

ards

chi

ldre

n an

d yo

ung

peop

le•

A h

olis

tic a

ppro

ach

is v

ital a

t all

leve

ls, a

s yo

ung

peop

le's

pro

blem

s do

not

res

pect

pro

fess

iona

l bou

ndar

ies

•S

ervi

ces

mus

t be

child

-cen

tred

•A

com

preh

ensi

ve r

ange

of s

ervi

ces

need

s to

be

prov

ided

•S

ervi

ces

mus

t be

com

pete

nt to

res

pond

to th

e ne

eds

of th

e yo

ung

pers

on•

Ser

vice

s sh

ould

aim

to o

pera

te, i

n al

l cas

es, a

ccor

ding

to th

e pr

inci

ples

of b

est p

ract

ice.

(See

App

endi

x 3

for

mor

e de

tails

on

thes

e 10

pol

icy

prin

cipl

es).

Sec

tion

5: T

arge

t gro

up s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

10

5

12. T

hese

wri

tten

mat

eria

ls m

ay in

clud

e th

e co

nfid

entia

lity

polic

y, c

ompl

aint

s pr

oced

ures

and

info

rmat

ion

and

educ

atio

n m

ater

ial

Alc

ohol

ser

vice

s ar

e al

so r

ecom

men

ded

to r

efer

to th

e H

ealth

Adv

isor

y S

ervi

ce r

epor

t C

hild

ren

and

youn

g pe

ople

: com

mis

sion

ing

and

prov

idin

g se

rvic

es fo

r ch

ildre

n an

d yo

ung

peop

le (

1996

).

Cro

ss-r

efer

ence

sC

rite

ria 3

6.1

& 3

6.13

with

Sta

ndar

d 15

: Pol

icy

and

proc

edur

esC

riter

ia 3

6.3

& 3

6.6

with

Sta

ndar

ds 5

: Hum

an r

esou

rce

man

agem

ent -

gen

eral

, 7: H

uman

res

ourc

e pe

rfor

man

ce m

anag

emen

t sys

tem

s &

8:

Hum

an r

esou

rce

deve

lopm

ent

Cri

teria

36.

7, 3

6.11

& 3

6.13

with

Sta

ndar

d 24

: Ass

essm

ent

Cri

terio

n 36

.8 w

ith S

tand

ard

26: C

are

plan

ning

Cri

terio

n 36

.9 w

ith S

tand

ard

27: C

are

revi

ewC

rite

ria 3

6.10

& 3

6.11

with

Sta

ndar

d 13

: Per

form

ance

mon

itorin

gC

rite

ria 3

6.14

with

Sta

ndar

d 17

: Con

fiden

tialit

y an

d th

e rig

ht o

f acc

ess

to in

form

atio

n &

Sta

ndar

d 18

: Com

plai

nts

proc

edur

es

Sec

tion

5: T

arge

t gro

up s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

10

6

37.

Ser

vice

s fo

r dr

ug a

nd a

lcoh

ol-m

isus

ing

pare

nts

and

thei

r ch

ildre

n

Sta

ndar

d S

tate

men

t

The

ser

vice

reco

gnis

es th

at th

e w

elfa

re o

f chi

ldre

n an

d yo

ung

peop

le w

ho a

re d

epen

dant

s of

pro

blem

dru

g an

d/or

alc

ohol

use

rs is

para

mou

nt a

nd a

ims

to w

ork

with

in th

e fra

mew

ork

of T

he C

hild

ren

Act

(19

89)

and

also

max

imis

e pa

rent

al s

kills

.

Crit

eria

Evi

denc

eM

/GP

Crit

eria

met

Com

men

t

37.1

The

ser

vice

has

a p

olic

y an

d pr

oced

ures

for

wor

king

with

dru

g an

d al

coho

l mis

usin

g pa

rent

s,ag

reed

with

are

a ch

ild p

rote

ctio

n co

mm

ittee

s an

dD

AT

s.1

Pol

icie

s an

d pr

oced

ures

.M

37.2

Dru

g an

d al

coho

l mis

usin

g pa

rent

s ar

e id

entif

ied

durin

g as

sess

men

t pro

cedu

res.

Sta

ff in

terv

iew

/trai

ning

plan

.M

37.3

Par

entin

g kn

owle

dge

and

skill

s ar

e in

corp

orat

edin

to c

are

plan

ning

and

rev

iew

.C

are

plan

and

rev

iew

.G

P

37.4

Sta

ff de

mon

stra

te c

ompe

tenc

e in

wor

king

with

drug

and

alc

ohol

mis

usin

g pa

rent

s.2

Sta

ff in

terv

iew

/ tra

inin

gpl

an.

M

37.5

The

re is

a s

taff

mem

ber

with

lead

res

pons

ibili

ty fo

rch

ildre

n of

dru

g an

d al

coho

l mis

usin

g pa

rent

s an

dfo

r pa

rent

ing

issu

es.

Job

desc

riptio

n.G

P

37.6

The

ser

vice

has

est

ablis

hed

links

and

pro

toco

lsw

ith th

e re

leva

nt s

ocia

l ser

vice

s de

part

men

t.3P

olic

ies

and

prot

ocol

s.M

Sec

tion

5: T

arge

t gro

up s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

10

7

37.7

Whe

re s

ervi

ces

are

bein

g pr

ovid

ed to

the

child

ren

of d

rug-

and

alco

hol-m

isus

ing

pare

nts,

a s

ervi

cesp

ecifi

catio

n fo

r th

ese

serv

ices

sho

uld

bede

velo

ped

in li

ne w

ith S

tand

ard

36.4

Ser

vice

spe

cific

atio

n.M

37.8

The

ser

vice

mai

ntai

ns a

ccur

ate

and

com

plet

ew

ritte

n re

cord

s.5

Ser

vice

use

r re

cord

.M

37.9

Ser

vice

s fo

r pr

egna

nt w

omen

: T

he s

ervi

ce h

ases

tabl

ishe

d jo

int w

orki

ng p

roto

cols

with

mat

erni

tyan

d ne

onat

al s

ervi

ces

and

soci

al s

ervi

ces

depa

rtm

ent c

hild

pro

tect

ion

team

s.

Wri

tten

prot

ocol

s.M

37.1

0T

he s

ervi

ce e

ncou

rage

s pr

egna

nt s

ervi

ce u

sers

tore

ceiv

e an

te a

nd p

ost-

nata

l car

e.6

Sta

ff /s

ervi

ce u

ser

inte

rvie

w, s

ervi

ce u

ser

reco

rd.

M

37.1

1S

taff

dem

onst

rate

com

pete

nce

in w

orki

ng w

ithpr

egna

nt s

ervi

ce u

sers

.S

taff

inte

rvie

w.

Tra

inin

g pl

an.

M

Gui

danc

e no

tes

1. T

his

polic

y sh

ould

cov

er•

proc

edur

es fo

r w

orki

ng w

ith d

rug

and

alco

hol m

isus

ing

pare

nts

•w

hat c

onst

itute

s a

child

‘at r

isk

of s

igni

fican

t har

m’ (

child

pro

tect

ion)

•w

hat c

onst

itute

s a

child

‘in

need

’ (ie

wou

ld b

enef

it fr

om e

xtra

hel

p fo

r th

e ch

ild o

r fa

mily

)•

shar

ing

info

rmat

ion

with

in th

e se

rvic

e•

shar

ing

info

rmat

ion

with

oth

er a

genc

ies

(in th

e be

st in

tere

st o

f the

chi

ld)

•cl

ient

acc

ess

to r

ecor

ds•

wor

king

with

oth

er s

ervi

ces.

(For

‘at r

isk’

” an

d “in

nee

d” p

leas

e re

fer

to g

uida

nce

note

s on

Sta

ndar

d 26

: You

ng P

eopl

e).

Sec

tion

5: T

arge

t gro

up s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

10

8

2. E

xam

ples

incl

ude

bein

g ab

le to

pro

vide

adv

ice

on p

aren

ting

skill

s or

to id

entif

y ch

ild p

rote

ctio

n co

ncer

ns.

3. T

hese

incl

ude

peop

le w

ho h

ave

had

a ro

le in

con

sulta

tion

and

agre

emen

t of p

olic

y an

d in

pro

visi

on o

f sup

port

and

adv

ice.

The

re s

houl

d be

sys

tem

s to

ale

rt, a

nd li

aise

with

, rel

evan

t soc

ial s

ervi

ces

depa

rtm

ent c

hild

pro

tect

ion

team

s on

issu

es o

f con

cern

reg

ardi

ngw

elfa

re o

f or

risk

to c

hild

ren.

4. A

lthou

gh c

hild

ren

may

not

be

usin

g dr

ugs,

a c

hild

-cen

tred

app

roac

h is

stil

l app

ropr

iate

.

5. T

hese

sho

uld

incl

ude

cont

act w

ith o

ther

age

ncie

s, e

g G

P, s

ocia

l ser

vice

s, lo

cal e

duca

tion

auth

ority

.

6. T

his

invo

lves

:•

mai

ntai

ning

link

s w

ith a

loca

l ran

ge o

f ser

vice

s fo

r fa

mili

es•

enco

urag

ing

clie

nts

to u

se a

nte-

nata

l ser

vice

s•

nom

inat

ing

a ke

ywor

ker

or s

peci

fied

mem

ber

of s

taff

to c

o-or

dina

te th

e pa

ckag

e of

car

e, in

clud

ing

ante

-nat

al a

nd s

ubst

ance

mis

use

com

pone

nts

• su

ppor

t with

an

appr

opria

te c

are

pack

age

incl

udin

g an

te-n

atal

ser

vice

s, s

ubst

ance

mis

use

serv

ices

, hea

lth v

isiti

ng, s

ocia

l ser

vice

s.

Ser

vice

s ar

e al

so a

dvis

ed to

ref

er to

the

SC

OD

A/L

GD

F g

uide

lines

Dru

g U

sing

Par

ents

: pol

icy

guid

elin

es fo

r in

ter-

agen

cy w

orki

ng (

1997

).

Cro

ss-r

efer

ence

sC

rite

ria 3

7.1,

37.

6 &

37.

9 w

ith S

tand

ard

15: P

olic

y an

d pr

oced

ures

Cri

teria

37.

1, 3

7.2,

37.

6 &

37.

9 w

ith S

tand

ard

17: C

onfid

entia

lity

and

the

right

of a

cces

s to

info

rmat

ion

Cri

terio

n 37

.3 w

ith S

tand

ards

26:

Car

e pl

anni

ng &

27:

Cas

e cl

osur

e/ tr

ansf

erC

riter

ia 3

7.4

& 3

7.11

with

Sta

ndar

ds 5

: Hum

an r

esou

rce

man

agem

ent -

gen

eral

, 7: H

uman

res

ourc

e pe

rfor

man

ce m

anag

emen

t sys

tem

s &

8:

Hum

an r

esou

rce

deve

lopm

ent

Cri

terio

n 37

.7 w

ith S

tand

ard

36: S

ervi

ces

for

child

ren

and

youn

g pe

ople

Sec

tion

5: T

arge

t gro

up s

tand

ards

Q

uAD

S O

rgan

isat

iona

l Sta

ndar

ds fo

r A

lcoh

ol a

nd D

rug

Tre

atm

ent S

ervi

ces

10

9


110

Appendix 1

Recommendations from the Department of Health to commissioning authorities as tothe services/outputs they should expect from providing agencies

Item formeasurement

Possible perfo rmance indicator

Outreach 1. Number of new clients contacted in a four week period (ie clients notseen by any other during the previous 3 months

2. Numbers of clients remaining in contact with worker longer than 3months

3. Numbers of clients referred per month to other services for help withdrug misuse problems

4. Cost per client contacted

GPs 1. Percentage of specialist service clientele registered with a GP2. Percentage of participating GPs with clear guidelines for “shared

care”, including well defined liaison arrangements3. Percentage of GPs prepared to take or undertaking shared care

responsibilities4. Percentage of specialist drug service clients cared for in general

practice5. Costs per GP-managed client

Pharmacies 1. Percentage of pharmacies participating in:• needle exchange• supervised consumption• offering advice

2. Numbers of exchange packs given out per month3. Numbers of needles/syringes sold to drug users per month4. Numbers of individuals using service (by gender)5. Number of pharmacies prepared to provide facilities for return of

used equipment6. Return rates of used equipment7. Cost per pack distributed

Arrest referral/cautioning/Probation

1. Number of clients who enter treatment following arrest referral2. Percentage of drug misusers cautioned for drugs offences, and the

percentage who are re-arrested for drugs offences followingcautioning*

*This indicator for consideration by DATs

Hepatitis B 1. Percentage of clients offered vaccination2. Percentage of clients reporting completed vaccination


111

Item formeasurement


Syringe exchangeschemes

1. Percentage of injectors who report sharing injecting equipment inprevious 4 weeks *

2. Numbers of new attenders (ie those who have not used a schemein the past 3 months) per month

3. Numbers of exchange packs given out per month per client4. Numbers of individuals using service (by gender)5. Return rates of used equipment6. Numbers moving on to engage in treatment7. Percentage of staff trained in giving basic health checks8. Cost per registered client per month

*Health of the Nation Target

Counselling 1. Percentage of people working in drug services with accreditedcounselling qualifications or equivalent professional qualifications

2. Percentage of clients receiving counselling who reportimprovements in one or more of the three outcome domainsdefined by the Task Force

3. Cost per completed counselling course

Detoxification 1. Numbers of clients entering detoxification programs2. Percentage of patients (by main drug use) who complete

detoxification3. Percentage who attend follow up treatment4. Percentage of completers who remain drug free after:

• 3 months• 6 months• 1 yearrelated to main drug of use, location and type of detoxificationprogramme applied

5. Costs of detoxification per client completing

Methadonereduction

1. Numbers of clients entering reduction programmes2. Percentage who become drug free by:

• 3 months• 6 months• 1 year

3. Percentage of clients who report improvements in one or more ofthe three broad outcome domains defined by the Task Force

4. Number using other support eg Narcotics Anonymous or other selfhelp groups after completion of treatment

5. Cost of methadone reduction per client completing

Methadonemaintenance

1. Number of clients: taken into maintenance programmeretained at 1 year and average duration of retention

2. Percentage of clients who report improvement in one or more ofthe three broad outcome domains defined by the Task Force

3. Percentage of clients whose urine tests positive for opiates4. Cost per client per year


112

Item formeasurement


Residentialrehabilitation

1. Percentage assessed within a defined period2. Percentage gaining admission during a defined period3. Percentage remaining in treatment after 4 weeks* by main drug

use (eg cocaine)4. Percentage successfully completing programme (by type of

programme and length)5. Percentage of clients who report improvement in one or more of

the three broad outcome domains defined by the Task Force6. Cost per completed programmes

* 4 week is suggested to enable comparison with NTORS therapeuticcommunities retention rate, but the period should be for local decision.

Inpatientdetoxification

1. Percentage successfully completing inpatient detoxification (bymain drug of use)

2. Percentage of clients who report improvements in one or more ofthe three broad outcome domains defined by the Task Force

3. Cost of inpatient detoxification per client (by main drug of use)

Interface betweenpurchasers andproviders

1. Quality standards in contracts for:• assessment of need (ie number of days from first contact to date

of appointment)• access to treatment within prescribed timetable

Training 1. Numbers of drug service managers who have received training inmanagement skills

(The Task Force to Review Services for Drug Misusers, 1999)


113

Appendix 2

SCODA Service users’ charter of rights and responsib ilities

A drug service user has both rights and responsibilities. The service provider has anobligation to make each of these explicit to the service user.

A service user has the right to:

• assessment of individual need (within a specified number of working days)• access to specialist services (within a maximum waiting time), and the right of immediate

access on release from prison• full information about treatment options and informed involvement in making decisions

concerning treatment• an individual care plan and participation in the writing and reviewing of that care plan• respect for privacy, dignity and confidentiality, and an explanation of any (exceptional)

circumstances in which information will be divulged to others• referral for a second opinion, in consultation with a GP, when referred to a consultant• a written statement of service user's rights• the development of service user agreements, specifying clearly the type of service to be

delivered and the expected quality standards• the development of advocacy• an effective complaints system• information about self-help groups and user advocacy groups.

A service user’s responsib ilities to the service provider include:

• observing "house" rules and behavioural rules, as defined by the service (eg not usingalcohol or drugs on the premises, treating staff with dignity and respect, and observingequal opportunities and no smoking policies)

• specific responsibilities within the framework of a care plan or treatment contract (egkeeping appointment times and observing medication regimes).

References

Task Force to Review Services for Drug Misusers Report of an independent review of drugtreatment services in England London: Department of Health 1996

Purchasing effective treatment and care for drug misusers: guidance for health authoritiesand social services departments London: Department of Health 1997

Enhancing Drug Services London: SCODA 1997

Getting drug users involved: good practice in local treatment and planning London:SCODA1997


114

Appendix 3

Ten Key Policy Principles for working with young drug misusers

We have distilled what we believe to be the ten key principles to be applied in working withyoung drug users. As a matter of good practice these should inform and underpin thedevelopment of drug services for young people.

1. A child or young person is not an adult.Approaches to young people need to reflect that there are intrinsic differences betweenadults and children, and between children of different ages. In all drug-related interactionsand interventions with young people under the age of 18, consideration will need to begiven to: differences in legal competence, age appropriateness, parental responsibility,confidentiality, and exposure to, as well as protection from, risk and harm.

2. The overall welfare of the individual child or young person is of paramountimportance.The overarching principle in this document, in accordance with the Children Act 1989 andthe UN Convention on the Rights of the Child 1989, is that of the welfare of the child. Allprofessionals and agencies offering services to young people should have the best interestsof the individual child as their primary concern. Each young person is unique and should beworked with on an individual basis. Putting the welfare of the child first and meeting theneeds of the individual child may require some flexibility in the responses of professionals,parents, services or other adults. Sector loyalties or service rivalries should not be allowedto dictate the development of services when the best interests of the young person are bestmet by joint working.

3. The views of the young person are of central importance, and should always besought and considered.Article 12 of the UN Convention on the Rights of the Child (1989) and the Children Act 1989place emphasis on the need for those taking decisions in relation to a child to ascertain thechild’s views and wishes. The child’s views should be listened to and given weight accordingto the child’s age and maturity. The expressed views or opinions of the child may, in somecases, not be the same as the professional assessment of their best interests. In suchinstances the child’s views and the child’s best interests must both be taken into accountand balanced in reaching a decision. Where a decision is made to act against the child’sdeclared wish, this should normally be discussed with the child and an explanation given.

4. Services need to respect parental responsib ility when working with a y oung person.Providers of services should remember that there will be an adult with parental responsibilityfor virtually every young client. The education, involvement and support of parents or carersmay be beneficial to successful work with young drug users, and parental consent may berequired before intervening.

5. Services should recognise the role of, and co-operate with, the local authority incarrying out its responsib ilities towards children and y oung people.Local authorities have a responsibility to ensure that appropriate services are provided forchildren in their area who are ‘in need’, and to investigate and protect children ‘at risk ofsignificant harm’. The young drug misuser is quite likely to be in one or both of thesecategories already and, therefore, protocols for liaison and joint working will need to beestablished between the local authority and the young people’s substance misuse service,whether it is a statutory or a voluntary sector service. Where a young person who is taking


115

drugs is not yet known to the local authority as ‘in need’ or ‘at risk’, providers shouldintervene appropriately and quickly to protect the present and future safety of the child, butshould not intervene unnecessarily in the lives of the young person and their family.

6. A holistic approach is vital at all levels, as young people’s problems do not respectprofessional boundaries.Multi-agency co-ordination, and consistent policies, need to be achieved at commissioning,planning and contracting levels, linking with Drug Action Teams, Area Child ProtectionCommittees, youth offending teams and Integrated Children’s Services Planning structuresas key strategic and policy-making bodies. Service provision should also be made through amulti-disciplinary approach within a team as part of a wider professional network within thechildren and family services infrastructure. Professional disciplines that may need to beinvolved include; drug and alcohol services, education and youth services, health and socialservices, child and adolescent mental health, voluntary sector agencies and criminal justiceagencies.

7. Services must be child-centred.Interactions and interventions must be appropriate to the age, maturity and level ofdevelopment of the individual child or young person. Their drug taking should be looked atwithin their wider personal, social and cultural background or circumstances. Servicesshould be attractive to young people, respecting their individual needs, lifestyle, gender,ethnicity, and beliefs. Consideration must be given to the accessibility of services to youngpeople particularly: opening times (whether during or after school hours); location (whetherseparate from adult services and in safe areas); age appropriate publicity and informationand ensuring contact with hard to reach young people.

8. A comprehensive range of services needs to be provided.Service provision in any local area must be able to respond to different patterns of drug andalcohol use and misuse by young people, by providing access to a wide range of drug-andalcohol-related interventions, as appropriate to each individual case. The range ofinterventions available should include: drug education, prevention programmes, advice,counselling, prescription and detoxification, rehabilitation, needle exchange services, as wellas information, advice and support for parents.

9. Services must be competent to respond to the needs of the young person.Staff in a young people’s drug service should be competent to work with children,adolescents and families, and with substance misuse. The competence of the service willalso depend on its use of a multi-disciplinary approach to meet complex needs, whetherthrough a range of professional skills within the staff team, or through use of expertisethrough joint working with other services.

10. Services should aim to operate, in all cases, according to the principles of goodpractice.Services must operate within the current legal framework, respect the underlying philosophyof the Children Act 1989 and the UN Convention on the Rights of the Child (1989). Theyshould also reflect accepted, evidence-based effectiveness. Services are responsible forbeing aware of the latest locally and/or nationally established policy and guidance onworking with young people who take drugs.

Taken from Young people and drugs: policy guidelines for drug interventions(SCODA/Children’s Legal Centre 1999)


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Appendix 4

Outcome domains defined in the “Effectiveness Review”

The Department of Health’s Task Force to Review Services for Drug Misusers’ Report of anindependent review of drug treatment services in England used three broad outcomedomains to define a series of outcome measures for drug services. These cover drug use,physical and psychological health, and social functioning and life context.

Outcome domain Measures

Drug use 1. abstinence from drugs2. near abstinence from drugs3. reduction in the quantity of drugs consumed4. abstinence from street drugs5. reduced use of street drugs6. change in drug taking behaviour from injecting to

oral consumption7. reduction in the frequency of injecting

Physical and psychologicalhealth

1. improvement in health2. no deterioration in physical health3. improvement in psychological health4. no deterioration in psychological health5. reduction in sharing injecting equipment6. reduction in sexual risk taking

Social functioning and lifecontext

1. reduction in criminal activity2. improvement in employment status3. fewer working/school days missed4. improved family relationships5. improved personal relationships6. domiciliary stability/improvement


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Appendix 5

The objectives of the second and third phases of QuADS

The objectives of the second phase of QuADS are:• To undertake a consultation on formal quality assessment systems, likely to be

appropriate for the kite-marking of alcohol and drug services against the standards.• To design a programme of support for alcohol and drug service managers to enable

them to implement the QuADS standards.• To identify and consult on key professional competencies of specialist staff in alcohol

and drug services.• To develop and pilot models for the accreditation of these workers (with partners such as

National Training Organisations).

QuADS standards will now be in two main parts: the organisational standards (this manual)and the professional competency standards developed in phase 2.

The proposed objectives of third phase of QuADS are:• Enhancing the quality of alcohol and drug services: This will involve further work on

organisational standards and the development and implementation of QuADS. Theimplementation work will involve designing and piloting a “minimum load” accreditationsystem for drug and alcohol services.

• Enhancing professional competency by further developing the QuADS professionalcompetency standards

• Enhancing the quality of trainers and training in substance misuse.


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