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)
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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,
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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.
________________________________________________________________________________
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 illness
OVERVIEW: State wide 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
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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
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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
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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
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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.
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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.
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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.
____________________________________________________________________
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
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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, state wide, regional, countywide, city wide,
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
100 Main Street
Suite 400
100 Main Street West
7th Floor
85 Acorn Boulevard
Additional information
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Do not include abbreviations unless necessary because iCarol incorporates abbreviations
when appropriate. For example:
100 Main Street,
Suite 400
This is incorrect
Instead of common abbreviations such as Blvd, W., St., etc. enter the full word.
Never use “#” as an introduction to a number. For example, change 16 Balsam Avenue, #24
to 16 Balsam Avenue, Unit 24.
If the street name incorporates a “direction” (such as Young Street North or Old Avenue
South) that can be written in full … addresses that reflect a larger grid can be designated
with the abbreviation (such as 453 Wood Road NW or 67 Stone Place SE).
Mailing Address
Definition
The mailing address describes the official postal address of the organization and the site(s)
from which the organization operates when that address differs from the physical address.
Preferred style examples
PO Box 45
Ironton, MA 68573
General Delivery
Leadampton, ID 86352
Additional information
Never abbreviate the PO Box as P.O.B., or General Delivery as GD or G.D.
Hours
Definition
Hours refers to the days and times an individual can access the service or it may refer to the
administrative hours the site is open to the public.
Preferred style examples
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If at all possible, the hours should be put in the iCarol format, if not then below are the
preferred styles:
Mon-Fri, 9AM-1PM and 2-5PM.
24 hours/day, 7 days/week.
Varies, call for details.
First and third Fri of each month, 9AM-2PM.
See notes for individual program hours
Additional information
To be certain of clarity, use Noon and Midnight instead of 12PM and 12AM.
No need to mention lunchtimes.
AM/PM should all be capital letters.
Should be 5-7PM, instead of 5PM-7PM or 5:00PM-7:00PM
There should be no spaces in between the number and letter. For example: 5PM, there should
be no spaces between the 5 and the P.
________________________________________________________________________________
Description of Area
Definition
The description of the area goes into detail about specific directions on where to receive/sign
up for services for the ease of the caller
Preferred style examples
Entrance on the North side for the building
Food pantry located behind the church building
Additional information
This section is helpful if the front door is on the side of the building or maybe the entrance is
hidden.
This section does not have to be filled out but is helpful for harder to find services.
The first word of the sentence is to be capitalized and the statement should end with a period.
EX: Client should use rear entrance.
Located in church basement.
________________________________________________________________________________
Disability Access
Definition
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Describes whether or not disability access is available in the building so that those who are
physically disabled may receive services.
Preferred style examples
Yes.
No.
Only accessible on the first floor.
Accommodations can be made with advance notice.
Public Transportation
Definition
This section describes what local public transportation is available to take potential
clients/participants to the agency. Specificity of service is encouraged.
Preferred style examples
Local bus: #3, #6, #26 and # 111
Public transportation is available.
Commuter bus: #856
Agency will provide money for a taxi.
_____________________________________________________________________
Telephone Department or Contact Person field
Definition
The department or contact person field should be used for notes about the phone number
listed next to it. It is information that clarifies the purpose of the phone number, beyond
what is communicated by the phone type.
Preferred style examples
1-800-HELP-NOW
EX 254
24 Hours Answering Service
Main
Intake
Voice Mail
410-984-9898
Additional information
If the phone category was chosen, such as “Business” or “TTY,” then there is no need to
write it out again.
“Business” is described as the administrative office associated with the program.
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The logical assumption is that a call is going into a “normal” voice telephone unless
indicated otherwise.
There may also be a need to sometimes indicate that a particular toll-free phone number may
be in English only or Spanish only.
If writing an extension as part of the overall telephone number, it is best to avoid using a
comma and use “EX” without a period (for example, 777-666-5555 EX 4653).
In most cases, calls to agencies go to a main switchboard/reception area and are then
diverted to the particular person. An extension should only be used if it is absolutely
necessary to be precise.
If there is a “named” number, such as 1-800-HELP Now, it is best to use the actual number
of the service (for example, 800-435-7669) but write the 1-800-HELP-NOW reference into
the Department of Contact Person field next to the number.
The phone number that is used as the point of contact should be labeled Main.
Website
Definition
A URL (Universal or Uniform Resource Locator) is a way of specifying the location of a file
or resource on the Internet. Also commonly known as a web site or web address.
Preferred style examples
www.airs.org (instead of http://www.airs.org)
E-Mail
Definition
E-mail refers to an electronic mail address; a place to direct online/electronic
correspondence.
Preferred style examples
info@airs.org
Additional information
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This should refer to the main e-mail address of an agency rather than the e-mail of an
individual such as an Executive Director. If no general e-mail address is provided (for
example, info@agency.org), then use the one that the agency requests.
Main Contact
Definition
The main contact refers to the person that can be given to callers as the person to ask for in
case of need. This person can also be used as the individual that 211MD contacts for the
purpose of updating the agency record. This information is also used for auto-verification.
Preferred style examples
Name: Patricia Conwell
Title: Public Relations Marketing Manager
Phone Number: 410-879-0909 EX 45
Email Address: patriciac@uwcm.org
Additional information
If the contact information is for 211MD use only, make sure to check “Main contact is
private. Do not disclose to outside parties”.
This information is used to send auto-verification, therefore it is important to fill-in an email
address if possible.
If the main contact’s phone number is the same as the main number put the main number in
both places.
________________________________________________________________________________
Senior Administrator
Description
The senior contact refers to the head of the organization. This person can be the Executive Director,
Program Manager, CEO, CFO, ect.
Preferred style example
Name: Patty Mayo
Title: Executive Director
Phone Number: 410-987-5328 EX 37
Email Address: patmayo@uwcm.org
Additional information
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If the senior administrator contact information is private, make sure to check the “Senior
Administrator is private. Do not disclose to outside parties”.
If the senior administrator’s number is the same number as the main number put the main
number in both places.
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