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| Function: |
Human Resources |
| Policy: |
Appendix 27 - Client Service Team - Terms of Reference |
| CMHO Standard(s): |
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| Approved: |
February 2009 |
Appendix 27 CLIENT SERVICE TEAM - TERMS OF REFERENCE
Approved February 2009
1) MANDATE
Working collaboratively, the Client Service Team will develop, maintain and champion a culture of service integration across all Agency sectors to ensure that every door is the right door to service. The Team will contribute to the Agency’s continuous quality improvement through the ongoing delivery of Client Service Model training.
2) COMPOSITION
- A minimum of one representative from each service sector.
- One member of the Management Team
- The team will choose among the members, the Chairperson and Secretary annually at the September meeting.
3) LENGTH OF TERM
The length of term will be no longer than three years with a minimum of two staff turning over annually.
4) QUORUM
A quorum will consist of no less than five members.
5) DECISION MAKING
All decisions will be determined by consensus.
6) SCHEDULE
The team will meet at least 6 times per year or more frequently at the call of the Chair.
7) AUTHORITY
The Client Service Team is a standing committee of St. Leonard’s Community Services, advising the Management Team on client service policies and procedures.
8) ROLES AND RESPONSIBILITIES
- To develop and maintain a current Agency Program Directory containing hours of operation, program and contact information. Refer to Client Service Policy 10-260 Agency Program Directory.
- To ensure that the client services policy manual is current and relevant to Agency programs.
- To develop and maintain current client service tools including those used for intake, assessment, internal and external referral protocols, program evaluation and report writing.
- To ensure that Agency services comply with Accreditation Standards.
- To appoint 4 members annually to act as the primary trainers for the Client Service Model and Cognitive Behavioural Approach and up to 4 members to serve as back-up trainers.
- To develop and deliver lesson plans related to the Client Service Model including CANS, treatment planning, cognitive behavioural and motivational interviewing.
- The Chair of the Team is to notify the Human Resources Administrator of any changes to the membership.
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