Appendix A - Services to be Provided

Differential Response Program Coordination Services

I.Purpose of Grant

Grantee will triage referrals, coordinate services, conduct cross-agency training and conduct quality assurance and case consultation for the Differential Response Liaisons across a multi-cultural, multi-neighborhood network of family resource centers and other similar programs.

The goal of this project is to develop a coordinated, high quality network of community partners to strengthen, support and preserve families who have been referred to Child Protective Services but whose circumstances do not warrant opening a child welfare case.

II. Definitions
SFHSA/HSA / San Francisco Human Services Agency
CPS / Child Protective Services (same as FCS-Family & Children’s Services)
FCS / Family and Children Services Division
FCS Linked / Families that have been referred through the FCS Hotline and/or families that have active/open/recently closed cases with FCS at the time of engagement by the Family Resource Center.
Differential Response (DR) / An approach to working with moderate-to-low risk families with a substantiated, inconclusive or unfounded CPS allegation using standardized assessments, family engagement techniques, evidence-based practice and community partnership.
FRC / Family Resource Center
CQI / Continuous Quality Improvement is the comprehensive process of identifying, describing, and analyzing strengths and problems and testing, implementing, learning from and revising solutions.
  • Relies on an organizational culture that is proactive and supports continuous learning
  • Grounded in the overall mission, vision, and values of the agency
  • Dependent upon the meaningful and active engagement of staff at all levels, children, youth, families, and stakeholders

III.Target Population

This grant will primarily serve families referred to FCS who need assistance but whose child abuse or neglect allegation does not warrant opening a formal child welfare case.

IV.Description of Services

A. Responsible for the ongoing coordination of the Differential Response program and partner program Liaisons.

B. Outreach

  1. Educate child welfare staff about the Differential Response program and services offered.

C. Referral Triage

  1. Receive referrals from FCS of potential families that might benefit from DR. Work with FCS staff to determine the best fit for that family’s needs. Seek to provide families with immediate access to services.
  1. Track client loads at the network of Family Resource Center agencies and seek to refer families in a way that is equitable to all of the service providers and so as to minimize the time until the family can be served.
  1. Assesses appropriate FRC providers to receive referral – criteria includes: neighborhood/population-based DR Liaison services; client/family culture; geographic location; DR/CR CBO capacity; and caseload equity among service providers.
  1. Ensures community based DR Liaison follow-up within required timeframes and documentation of contacts/dispositions is completed.

D. Quality Assurance / Technical Assistance

  1. Design an ongoing review of forms and documentation for tracking and disposition of referrals that includes but are not limited to capturing demographic, service utilization, service delivery, outcome and satisfaction data.
  1. Compiles data collected from DR Liaisons, CWS/CMS and Safe Measures and prepares quarterly outcome reports.
  1. Provides case file reviews to ensure proper, standardized, and documentation is contained in files.
  1. Verifies that files are completed thoroughly, accurately and in keeping with best practice as outlined in the Standards of Quality for Family Strengthening & Support (
  1. Provides ongoing monitoring of parent engagement and case management practices to ensure alignment with the standards identified in the Standards of Quality for Family Strengthening and Support (
  1. Provides individual and group case consultation and support for DR Liaisons.
  1. Oversees and implements a family-involved Continuous Quality Improvement process. Solicits regular feedback from families, HSA staff and community agency staff and uses that feedback to refine policies, practice and procedures.
  1. Identifies training needs and provides training and /or identifies consultant or other training opportunities to address needs.
  1. Develops and refines procedures and policies as needed to ensure efficient and effective ongoing implementation.
  1. Oversees orientation and mentoring of newly hired DR Liaisons.

E. Convening

  1. Facilitates and coordinates monthly community based service team DR Liaison meetings.
  1. Facilitates and coordinates DR Coordination team meetings.
  1. Actively participates in bi-monthly FCS Differential Response Workgroup and makes presentations regarding ongoing DR Implementation.
  1. Participates in other FCS or community based collaborative meetings, trainings and committees as needed.

V.Location of Services

Coordination of DR services will be provided at a facility operated by the Grantee. Services will also be provided at neighborhood-based locations within the city and county of San Francisco during regular business hours. Evening and/or weekend services may also be offered.

VI.Grantee Responsibilities

  1. The Grantee will develop an implementation plan (within the first 3 months of contract start date) that is framed in a CQI methodology that will include but not limited to:

a) How services and support for DR Liaisons and families will be coordinated and delivered

b) How delivered services will be captured and evaluated

c) The impact of services and achievement of desired outcomes

d) Capture lessons learned to inform continuous quality improvement (type of services offered, service delivery methods, evidence based / evidence informed practice) as identified in the Standards of Quality for Strengthening & Support (Exhibit B)

  1. Report all incidents of suspected child abuse and neglect as required by law.
  1. All grantee staff must receive a criminal background check and a screening for tuberculosis prior to the start of employment.

VII. Departmental Responsibilities

  1. Provide referrals, support and technical assistance as needed to support ongoing implementation.
  1. Develops and disseminates to child welfare staff current policy and protocols including any updates or revisions as appropriate.

VIII.Service Objectives

  1. Grantee will coordinate and facilitate the DR Services Coordination Meeting, which will include HSA, First 5, and other DR stakeholders (5 out of 12 months).
  1. Grantee will attend the SafeCare Leadership meeting to provide report updates, and participate in discussions regarding DR & SafeCare (3 out of 12 months).
  1. Grantee will attend the DR Workgroup meeting to provide DR updates. Meetings will be held quarterly or more frequently as dictated by HSA.
  1. The Grantee Lead Liaison/Coordinator will co-locate at the Human Services Agency at least four times per month to provide technical assistance to HSA staff.
  1. DR Lead Liaison/Coordinator will coordinate a minimum of 10 case consultation meetings to DR CBO staff, annually.
  1. DR Lead Liaison/Coordinator will coordinate a minimum of 10 DR CBO service team trainings, annually.
  1. DR Lead Liaison/Coordinator will provide all (100%) newly hired DR CBO line staff with an orientation session for DR services.
  1. DR Lead Liaison/Coordinator will implement and coordinate ongoing support to all new DR staff with experienced staff meeting with individual DR Liaisons at least 4 times per month.
  1. 95% of all referrals will be responded to within 2 working days.
  1. The Grantee will collect and disseminate data to HSA showing rates of referral to differential response relative to the number of cases investigated by each emergency response worker.

The Grantee will work with HSA and First Five to develop a system for tracking the effect of DR on specific families over time. HSA may request more detailed or specific data.

IX.Outcome Objectives

A. DR Liaisons evaluate triage and referral assignment process: The Grantee will conduct a semi-annual survey of the differential response liaisons to assess their satisfaction with Grantee’s triage of cases. All of the differential response liaisons will have the opportunity to complete the survey. The survey instrument must be approved by HSA.

  • At least 75% of differential response liaisons will rate Grantee as very good or excellent at triaging differential response cases.

B. DR Liaisons evaluate training offered by Grantee: The Grantee will conduct a satisfaction survey for trainings, and orientation and mentoring of newly hired DR Liaisons. The survey instrument must be approved by HSA.

  • At least 75% of the differential response liaisons will rate Grantee’s trainings and quality assurance work as very good or excellent.

C. PSW Satisfaction survey: The Grantee will conduct a satisfaction survey for PSW’s who have received technical assistance, offered feedback, and experienced outreach from Grantee. The survey instrument must be approved by HSA.

  • At least 75% of the PSWs surveyed will rate Grantee’s trainings as very good or excellent.

X.Reporting Requirements

  1. Grantee will provide a quarterly report of activities, referencing the tasks as described in Section VIII & IX - Service and Outcome Objectives. Grantee will enter the quarterly metrics in the CARBON database by 45 days after the end of the quarter.
  1. Grantee will provide highlights of accomplishments including client vignettes and success stories.
  2. Grantee will provide an overview of service delivery and program opportunities and challenges as appropriate.
  3. Grantee will provide a master client list each quarter (cumulative annually) of all unduplicated clients served during the specified reporting period.
  4. Grantee will report on all outcomes identified through the Continuous Quality Improvement process.
  1. Grantee will provide an annual report summarizing the contract activities, referencing the tasks as described in Section VIII & IX -Service and Outcome Objectives. This report may substitute for the final quarterly report referenced in the above item. Grantee will enter the annual metrics in the CARBON database 45 days after the end of the program year.
  1. The Grantee may be required by the department to produce other ad-hoc reports, including monthly statistical summaries.

D.For assistance with reporting requirements or submission of reports, contact:

Pamela Salsedo David Flores, Jr.

Senior Administrative AnalystPrincipal Administrative Analyst

XI.Monitoring Activities

A. Program Monitoring: Program monitoring will include review of client eligibility, and all supporting documentation for reporting progress towards meeting service objectives.

B.Fiscal Compliance and Grant Monitoring: Fiscal monitoring will include review of the Grantee's organizational budget, the general ledger, quarterly balance sheet, cost allocation procedures and plan, State and Federal tax forms, audited financial statement, fiscal policy manual, supporting documentation for selected invoices, cash receipts and disbursement journals. The compliance monitoring will include review of Personnel Manual, Emergency Operations Plan, Compliance with the Americans with Disabilities Act, subgrants, and MOUs, and the current board roster and selected board minutes for compliance with the Sunshine Ordinance.

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