211MD Database Style Guide
Based on iCarol Software
November 24, 2010
Edited June 30, 2011
Program
Program Name
Definition
This is the full legal name of the organization that provides the programs/services that are being included within the resource database. In certain cases, rather than the full legal name, a decision can be made to use the name under which the organization is more commonly known or is “doing business as” (such as using YWCA instead of Young Women’s Christian Association).
Preferred style examples
Charles County Department of Social Services, Food Stamps
Howard County Department of Recreation and Parks
Infants and Toddlers Program, Kent County
Big Brothers Big Sisters, Central Maryland
LIFE, Inc.*
Maryland State Department of Veterans Affairs
Family Tree, The
SCORE: Counsellors to America’s Small Businesses
Rare and Expensive Case Management (REM)
*Omit Inc or other legal words that are not relevant when appropriate.
Additional information
Avoid beginning an organization name with the word “The” instead put it at the end of the name (Family Tree, The)
Sometimes the official name may make that organization harder to find in a listing of alphabetical names (for example, the official name may be Anytown Big Brothers but most users would search for – and expect to find – the name under Big Brothers. Use Big Brothers, Anytown)
Similarly, the official name may comprise legal words or phrases (such as “Inc”) that are not relevant and not part of the everyday name. When this is the case, you should generally omit them. Although there may be occasions when it makes better sense to include, such as for an organization called “LIFE, Inc”.
When naming government organizations, use the same structure for divisions of the same level of government, if unsure, look through the database for examples.
As a general rule, always structure these records with the level of jurisdiction listed first (for example, Maryland State Department of Motor Vehicles or Prince George’s County Sheriff’s Department)
If the common name is an abbreviation, omit the punctuation from the official name (for example, ARC rather than A.R.C.). This holds true if the program name is taken from someone’s initials (for example, CJ Correctional Facility rather than C.J. Correctional Facility).
If the agency is commonly known by an uppercase word which is not an acronym of the common name, include the proper name as a subtitle after a colon (for example; SCORE: Counsellors to America’s Small Businesses).
If the agency is commonly known by an acronym, include it in the AKA.
An organization name can sometimes be styled on two or three levels such as:
- Maryland State Department of Aging
- Maryland State Department of Aging, Nutrition Program for the Elderly
In these cases, maintaining a consistency of approach is very important.
Do not abbreviate Street, Avenue, Boulevard, Mount, Road, etc. when these words appear in organization names (for example, Spruce Street Community Center).
Do not use abbreviations for geographic areas (for example, AZ Department of Labor; US Postal Service). Spell out the name fully.
If an abbreviation is a well-known part of a name and the name would otherwise seem “odd” to anyone in the community, then the abbreviated version should be preferred.
Use ampersands if they are used by the agency (for example, Hightown Children & Youth Clinic).
AKA
Definition
An AKA (Also Known As) is an alias for the organizational name or the site name. This may be an acronym, a former name or an alternative name for the agency or site with which it is associated. It may also be any sort of name under which the organization might reasonably be searched by a user.
Preferred style examples
DSS Charles County
Dept. of Recreation and Parks, Howard County
Central Maryland Big Brothers Big Sisters
Additional information
The AKA can also be used to anticipate variations in spelling conventions that might be tried by users. For example, if the organization name is Saint Bartholomew’s Catholic Church,then St. Bartholomew’s Church or Saint Bart’s might be added as AKAs. Only one AKA can be utilized.
Former names should maintained as AKAs for several years, as not all members of the public might be aware of a name change and if they are asking for information under the old name, an I&R Specialist should be able to find it regardless.
The AKAs can sometimes be used to “flip” preferred stylings around if desired. For example, if a decision has been made to use YWCA Anytown as the preferred organization name, then Anytown YWCA could be used as an AKA.
*Preferably this field should be used for previous names rather than alternate stylings.
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Program Overview
Definition
The program overview is a short (1-2 sentences or a single statement) summary of the organization’s prime nature and activities.
Preferred style examples
OVERVIEW: Children’s mental health clinic serving Prince George’s County.
OVERVIEW: Comprehensive employment center open to those who have recently become unemployed.
OVERVIEW: Cooperative child care center run by volunteers.
OVERVIEW: Provides a food panty, clothing closet and financial assistance to Prince George’s County residents.
Additional information
Helpful way of understanding the broad nature of an agency if its name is not well known or its purpose is not very evident from its title.
The emphasis should be on brevity and not to duplicate the more detailed service records.
If the agency only offers one service, an overview is not needed. The proper format in this case would be:
EX:
FOOD PANTRY: Provides emergency groceries to residents of Prince George’s County Mon, Wed and Fri, 9AM-1PM.
If there is specific eligibility that should be highlighted, it is appropriate to insert the information above the overview. The proper format in this case would be:
EX:
NOTE: Must have DDA funding
OVERVIEW: Provides residential treatment and support services.
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Program Description
Definition
The program notes provide an opportunity to more fully describe the nature of a service in order to help someone make an informed decision on a referral. Also includes information on donation needs.
Preferred style examples
NOTE: Must have a documented mental illnessOVERVIEW: Statewide program which offers a job training program in association with the Department of Corrections to ex-offenders in Howard County.
SERVICES:
1) EMPLOYEE DEVELOPMENT: Offers training to individuals to help them better compete in a work environment.
2) EMPLOYMENT DEVELOPMENT: Encourages and supervises clients as they gain and maintain employment.
3) VOCATIONAL ASSESSMENTS: Provides an opportunity to identify vocational interests, skills and potential for employment.
DONATIONS: Will accept clothing and household goods.
Additional information
Service descriptions should be precise but also meaningful. They should anticipate any questions that a client might reasonably ask that have not been addressed in other fields. However, it should not include every conceivable piece of detail – these issues are best addressed by the client contacting the program directly.
Avoid using full sentences such as “This program provides peer counseling within a supportive environment …” Starting sentences with verbs, “Provides peer counseling,” gets to the point quicker and is easier for the I&R Specialist to read.
Point form is often easier to read on the computer screen, but should not be over used. It is only a tool to list several specific self-explanatory services.
Example: Offers several counseling settings and topics such as:
o Individual
o Group
o Peer
o Family
Avoid over-elaborate phrases (usually supplied by the agencies themselves in their completed surveys) such as “Provides a family-focussed model based on empowerment and individualized expression ..” Ask yourself, “What are they actually doing and what would a potential client really want to know?”
As a very general rule, adjectives and adverbs can be eliminated. Strive for active verbs and clear language.
Write in third person.
Avoid subjective language (such as “highly qualified staff) and social service jargon.
Try to start the description with the most distinct summary of the service/program and add details at the end. Imagine a ‘newsletter style’ that starts with the most important information in a story and then goes on to the details in order of relevance, so that it can be “cut” at any point without completely losing the meaning.
Omit minor details that would be hard to consistently update and that can be left to the client to discover when contacting the program.
Do not use the words: ect. or ie
Use “for example”, “as well as” or “such as”
In cases of seasonal information or information that is to be stressed (including home visits), it is permitted to bold.
Donations is a permitted service and should be numbered.
If there are other locations that need to be listed in the description label “Additional Locations”.
For example,
Additional Locations:
1245 Main Street
Baltimore, MD 21202
4567 Main Street
Baltimore, MD 21202
______
Temporary Message
Definition
The temporary message is utilized when there is information that is important and fragile that needs to be communicated about the resource before it is referred. This information has an expiration date that is set for one month but can be changed to reflect how long the information should be considered.
Preferred style examples
Out of all funds for eviction prevention. BN 6/10/2010
Not currently accepting clients. BN 4/12/2010
May be losing funding in September. Do not refer. BN 8/3/2010
Additional information
It is important to check the temporary messages weekly/monthly to ensure the most up to date and accurate information.
When utilizing the temporary message it is imperative that the author’s initials be placed behind the message and to include the date the message was input.
Temporary messages should be brief and to the point but do not abbreviate.
When at all possible give an indication when the status of the resource may change.
______
Eligibility
Definition
Eligibility defines the people for whom a service/program is targeted and any restrictions or special conditions on accessing the program.
Preferred style examples
Medicaid recipients age 21 years or older
Youth from 16 to 18 years, people up to 21 years may occasionally be considered
People with addictions to heroin/opiates
People living with AIDS/HIV and their caregivers
Children from 4 years to 12 years
Residents of 21222
Veterans and their dependents
Children at risk of abuse
People with physical disabilities or people recovering from or living with illness/injury
Additional information
If it is open to anyone, use phrase such as: “Open to the public” or “Open to the general public”. Do not leave this field blank.
If there is too much information to put within this field, write “See notes” and include the information within the Description field.
Eligibility can be based on a number of factors such as age, gender, physical and/or mental health, language, sexual orientation, cultural background, and income.
If eligibility is obvious, then there is no need to enter the information. For example, there is no reason to state that a hospital is for people who are ill or injured, that a food pantry is for individuals who are hungry and can’t afford to pay for food, or that a library is for people wanting to borrow books.
However, if a library has a reading program for children of a particular age range, then that needs to be stated in the eligibility area.
Use “person first” language. For example, “People with physical disabilities” and not “Disabled people”.
Also try to avoid labeling language, even if sometimes it seems a little contrived. For example, “People who are in correctional facilities” rather than “People in jail”.
Use numerals for ages as it is easier to read. The exception is to use “birth” rather than “0”. For example, “From birth to 3 years”.
Languages
Definition
The languages a program can accommodate if a client is a non-English speaker
Preferred style examples
Use iCarol formatting. If more information needs to be provided use the notes section above the box.
Accommodations possible.
Interpreter available.
Accommodations possible with advanced notice.
Language line.
Additional Information
It’s not necessary to write English,it is implied.
______
Fees
Definition
The fee structure is an outline of the cost of receiving a service and the means for paying for that received service.
Preferred style examples
None
Sliding Fee Scale
Medicaid
Medicare or other third-party payment accepted
Call for information.
Sliding fee scale. Call for details
Donations requested but optional
Membership fee required
Fixed fee. Call for details
Fees vary by program. Call for details
Subsidies and/or scholarships available. Call for details
Medicare, private insurance and private payment accepted
Sliding fee scale if no insurance
Sliding fee scale if no insurance but no one refused service
Private insurance and/or private payment only
Private payment only
Cash
Cash or check
Additional Information
If there is too much information to put within this field, write “See notes” and include the information within the Description field.
The first word of the sentence is to be capitalized and the statement should end with a period.
EX: No fees associated.
Sliding fee scale offered.
Application
Definition
The application process provides clients with information on the “next steps” to take to access a particular program/service.
Preferred style examples
Appointment preferred
Appointment required
Call for information
Call to apply
Walk in for information
Walk in only
Write for service
Professional referral only
Physician referral required
Call or walk in to apply
Call or walk in for service
Referral required
Intake conducted Mon-Fri, 9AM-3PM; Phone on Mon, 9AM-5PM for an appointment.
Additional Information
If there is too much information to put within this field, write “See notes” and include the information within the Description field.
The first word of the sentence is to be capitalized and the statement should end with a period.
EX: Will accept walk in clients.
Call to schedule an appointment.
______
Documents Needed
Definition
Describes what documents the client will need to present in order to receive services.
Preferred style examples
Picture ID, Social Security cards for every person in the household and proof of need.
Turn-off notice and picture ID.
None.
Call for information.
Additional information
This is especially important information to gather when recording for a food pantry or for financial assistance.
In some cases this information may not be necessary and the information can direct the client to call for information.
The first word of the sentence is to be capitalized and the statement should end with a period.
EX: Must bring picture ID.
None.
Capacity and Wait Time
Definition
Capacity describes the number of clients/participants can be serviced by the program at any given time.
Wait Time describes the length of time that it will take for the client/participant to be served by the program.
Preferred Style examples:
Capacity and Wait Time are both very fragile pieces of information. It is encouraged, but not
required to put this information into iCarol.
An example of this is the Housing Authority. The waitlist could open at any time and there is
no way to correctly assign it a Wait Time.
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Volunteer
Definition
This section describes the availability of volunteer opportunities and the different options of duties available to those who wish to volunteer with the organization. The section includes volunteer requirements and duties.
Preferred style examples
18 and older with professional experience
13 and older
Must be able to practice law in Maryland
Additional information
Make sure to check the “volunteer opportunities are available” box within iCarol.
In the Volunteer Requirements space include age, education and experience needed to qualify to volunteer with the organization when appropriate.
In the Volunteer Duties space include a brief listing of available tasks such as stocking the food pantry or mentoring.
Volunteer contact information is to be listed and labeled in the section for phone number listings.
The first word of the sentence is to be capitalized and the statement should end with a period.
EX: Must have a human services degree.
18 and older.
Coverage Area
Definition
Geographic area served refers to the physical boundaries in which a service is available and by definition, not available to people outside of those boundaries. The concept of “area served” is different from “location” as a service may be located in one area but serve several definable areas or only serve parts of the one area.
This geographic “boundary” can be national, statewide, regional, countywide, citywide, comprise a single or several ZIP codes or be restricted to a narrow neighbourhood.
Preferred style examples
Use iCarol formatting. If needed use the notes section.
Financial assistance is only for Baltimore City residents. All other programs are open to residents of Maryland.
Tax preparation is for 21202. The rest of the programs are open to all Baltimore City residents.
Additional information
If a program claims that they accept clients from all areas of Maryland, attach the appropriate coverage. Do not attach coverage based on distance from the program location.
The first word of the sentence is to be capitalized and the statement should end with a period.
EX: Tax preparation is for 21098 only.
Food pantry is open to all Washington County residents.
Physical Address
Definition
The street address describes the physical address of the organization and the site(s) from which the organization operates.
Preferred style examples