Each agency should develop a tailored manual describing their plan for implementation of CRCS. The templates contained in the appendices of this document can aid in this task. Your CRCS program should have written quality assurance protocols that are included in protocol manuals. In addition, your CRCS program should routinely use client feedback as a factor in assessing the quality of CRCS services.

Quality assurance activities or goals should include at least the following:

• Compliance with local and state standards for certification of CRCS counselors.
• Small client case loads – 12-20 clients per counselor; larger case loads may be appropriate for CRCS counselors who are not providing case management services.
• Tailored implementation manual to ensure effective delivery of CRCS services and minimum standards of service delivery. For tailoring, each agency will want to add details regarding their CRCS program to this manual.
• Examples of quality assurance mechanisms include the following:
  • Written protocols
    Descriptions of specific prevention counseling-related activities, including client engagement, follow-up, screening, risk-reduction counseling, partner notification, and so forth.
  • Training
    List of needed trainings for CRCS counselors, supervisors, and managers, along with the particular skills the staff will need to fulfill their job descriptions.
  • Supervision
    Regular review of each staff member’s performance, effectiveness in implementing CRCS, and quality of services. This should include direct observation when feasible.
  • Chart reviews (see Appendices K & L for sample templates)
    At least quarterly reviews by a supervisor of each client’s case files (risk behavior and needs assessment, prevention plan, and progress notes) to monitor effectiveness of counseling and appropriate documentation.
  • Case conferencing and presentations
    Regular presentations of cases (case conferences), especially those that are complex or difficult, by CRCS counselors to peers, others who provide services to CRCS clients, and supervisors in order to invite suggestions and share experiences.
  • Client satisfaction surveys or interviews (see Appendix M for sample template) Routine feedback from clients about their satisfaction with the service and ideas for improvement.