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360 CAMPBELL AVE SW
Roanoke VA 24016-3625
Roanoke VA | IRS ruling year: 1972 | EIN: 54-0505946
TO TRANSFORM LIVES BY HEALING TRAUMA AND RESTORING HOPE FOR FAMILIES AND INDIVIDUALS OF ALL AGES THROUGH MENTAL HEALTH COUNSELING, CASE MANAGEMENT AND LIFE SKILLS.
Great
This charity's score is 100%, earning it a Four-Star rating. If this organization aligns with your passions and values, you can give with confidence.
This overall score is calculated from multiple beacon scores: 85% Accountability & Finance, 10% Leadership & Adaptability, 5% Culture & Community. Learn more about our criteria and methodology.
We recognize that not all metrics and beacons equally predict a charity’s success. The percentage each beacon contributes to the organization’s overall rating depends on the number of beacons an organization has earned.
Use the tool below to select different beacons to see how the weighting shifts when only one, two, or three beacons are earned.
Rating histories are available for a growing number of rated organizations. Check back later to see if this organization has a rating history!
The IRS is significantly delayed in processing nonprofits' annual tax filings (Forms 990). As a result, the Accountability & Finance score for Family Service of Roanoke Valley is outdated and the overall rating may not be representative of its current operations. Please check with the charity directly for any questions you may have.
Family Service of Roanoke Valley has earned a 100% for the Accountability & Finance beacon. See the metrics below for more information.
This beacon provides an assessment of a charity's financial health (financial efficiency, sustainability, and trustworthiness) and its commitment to governance practices and policies.
This Accountability & Finance score represents IRS Form 990 data up until FY 2020, which is the most recent Form 990 currently available to us.
Learn more
Full Credit
Partial Credit
No Credit
Not ApplicableBoard Composition - 23/23 - 25/25 ptsBoard Composition - 23/23 - 25/25 pts
Charity Navigator looks for at least 3 board members, with more than 50% of those members identified as independent (not salaried).
The presence of an independent governing body is strongly recommended by many industry professionals to allow for full deliberation and diversity of thinking on governance and other organizational matters.
Source: IRS Form 990
Independent Audit or Financial Review - Audited - 20/20 ptsIndependent Audit or Financial Review - Audited - 20/20 pts
An Audit, Review, or Compilation provides important information about financial accountability and accuracy. Organizations are scored based on their Total Revenue Amount:
| Total Revenue Amount | Expectation to Receive Credit |
|---|---|
| $1 million or higher | Expected to complete an audit |
| $500,000 - $1 million | Expected to complete an audit, review, or compilation |
| Less than $500,000 | No expectation (removed from scoring methodology) |
Source: IRS Form 990
Conflict of Interest Policy - Listed - 3/3 ptsConflict of Interest Policy - Listed - 3/3 pts
Charity Navigator looks for the existence of a conflict of interest policy on the Form 990 as an accountability and transparency measure.
This policy protects the organization and by extension those it serves, when it is considering entering into a transaction that may benefit the private interest of an officer, director and/or key employee of the organization.
Source: IRS Form 990
Board Meeting Minutes - Documented - 3/3 ptsBoard Meeting Minutes - Documented - 3/3 pts
Charity Navigator looks to confirm on the Form 990 that the organization has this process in place as an accountability and transparency measure.
An official record of the events that take place during a board meeting ensures that a contemporaneous document exists for future reference.
Source: IRS Form 990
Document Retention and Destruction - Listed - 3/3 ptsDocument Retention and Destruction - Listed - 3/3 pts
Charity Navigator looks for the existence of a document retention and destruction policy per the Form 990 as an accountability and transparency measure.
This policy establishes guidelines for the handling, backing up, archiving and destruction of documents. These guidelines foster good record keeping procedures that promote data integrity.
Source: IRS Form 990
Whistleblower Policy - Listed - 3/3 ptsWhistleblower Policy - Listed - 3/3 pts
Charity Navigator looks for the existence of a whistleblower policy per the Form 990 as an accountability and transparency measure.
This policy outlines procedures for handling employee complaints, as well as a confidential way for employees to report financial or other types of mismanagement.
Source: IRS Form 990
Website - Listed - 3/3 ptsWebsite - Listed - 3/3 pts
Charity Navigator looks for a website on the Form 990 as an accountability and transparency metric.
Nonprofits act in the public trust and reporting publicly on activities is an important component.
Source: IRS Form 990
Full CreditPartial CreditNo CreditNot ApplicableLiabilities to Assets Ratio - 38.40% - 15/15 ptsLiabilities to Assets Ratio - 38.40% - 15/15 pts
The Liabilities to Assets Ratio is determined by Total Liabilities divided by Total Assets (most recent 990). This ratio is an indicator of an organization’s solvency and/or long-term sustainability.
| Liabilities to Assets Ratio | Amount of Credit Received |
|---|---|
| Less than 50% | Full Credit |
| 50% - 59.9% | Partial Credit |
| 60% or more | No Credit |
Source: IRS Form 990
Program Expense Ratio - 91.21% - 25/25 ptsProgram Expense Ratio - 91.21% - 25/25 pts
The Program Expense Ratio is determined by Program Expenses divided by Total Expense (average of most recent three 990s). This measure reflects the percent of its total expenses a charity spends on the programs and services it exists to deliver.
| Program Expense Percentage | Amount of Credit Received |
|---|---|
| 70% or higher | Full Credit |
| 60% - 69.9% | Partial Credit |
| 50% - 59.9% | Zero Points for Program Expense Score |
| Below 50% | Zero Points for Both Program Expense AND Liabilities to Assets Scores |
Source: IRS Form 990
This chart displays the trend of revenue and expenses over the past several years for this organization, as reported on their IRS Form 990.
Presented here are up to five of this organization's highest compensated employees. This compensation data includes salary, cash bonuses, and expense accounts and is displayed exactly how it is reported to the IRS. The amounts do not include nontaxable benefits, deferred compensation, or other amounts not reported on Form W-2. In some cases, these amounts may include compensation from related organizations. Read the IRS policies for compensation reporting
Source: IRS Form 990 (page 7), filing year 2020
Below are some key data points from the Exempt Organization IRS Business Master File (BMF) for this organization. Learn more about the BMF on the IRS website
Activities:
Emergency or disaster aid fund (BMF activity code: 902)
Gifts or grants to individuals (other than scholarships) (BMF activity code: 561)
Foundation Status:
Organization which receives a substantial part of its support from a governmental unit or the general public 170(b)(1)(A)(vi) (BMF foundation code: 15)
Affiliation:
Independent - the organization is an independent organization or an independent auxiliary (i.e., not affiliated with a National, Regional, or Geographic grouping of organizations). (BMF affiliation code: 3)
The Form 990 is a document that nonprofit organizations file with the IRS annually. We leverage finance and accountability data from it to form Encompass ratings. Click here to search for this organization's Forms 990 on the IRS website (if any are available). Simply enter the organization's name (Family Service of Roanoke Valley) or EIN (540505946) in the 'Search Term' field.
This organization was impacted by COVID-19 in a way that effected their financial health in 2020. This normally would have reduced their star rating. Due to the unprecedented nature of the pandemic, we give charities such as this one the opportunity to share the story of COVID's impact on them, and doing this pauses our revision of their rating. Charities may submit their own pandemic responses through their nonprofit portal.
Family Service of Roanoke Valley reported being impacted by COVID-19 in the following ways:
Program Delivery
Fundraising Capacity
Revenue
Staffing
Administrative Capacity
Grants Received
Balance Sheet
How COVID-19 impacted the organization's operations financially:
Because some clients chose not to come into the office for counseling, our revenue was greatly affected. We were able to get PPP funding which sustained our organization. We also pivoted to hold our largest fundraiser of the year virtually instead of in-person. However, the revenue was much less.
How COVID-19 impacted the organization's delivery of programs:
Although some clients did not come into the office for counseling during the pandemic, many chose to visit their counselor via telehealth sessions which proved to be successful.
How this organization adapted to changing conditions caused by COVID-19:
In addition to telehealth mentioned above, many staff members worked remotely. Also, many staff/board meetings began taking place via Zoom.
Innovations the organization intends to continue permanently after the pandemic:
Two examples are above - telehealth is still being used by some clients/counselors and Zoom meetings are still taking place regarding FSRV's committee and board meetings.
Not Currently Scored
Family Service of Roanoke Valley cannot currently be evaluated by our Impact & Results methodology because either (A) it is eligible, but we have not yet received data; (B) we have not yet developed an algorithm to estimate its programmatic impact; (C) its programs are not direct services; or (D) it is not heavily reliant on contributions from individual donors.
Note: The absence of a score does not indicate a positive or negative assessment, it only indicates that we have not yet evaluated the organization.
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Family Service of Roanoke Valley reported its three largest programs on its FY 2020 Form 990 as:
Spent in most recent FY
Percent of program expenses
COUNSELING SERVICES: FAMILY AND INDIVIDUAL COUNSELING AND DOMESTIC VIOLENCE COUNSELING. TOTAL CLIENTS SERVED FOR THE FISCAL YEAR ENDING JUNE 30, 2020 THROUGH ALL PROGRAM SERVICES, INCLUDING OUTREACH A ... (More)
COUNSELING SERVICES: FAMILY AND INDIVIDUAL COUNSELING AND DOMESTIC VIOLENCE COUNSELING. TOTAL CLIENTS SERVED FOR THE FISCAL YEAR ENDING JUNE 30, 2020 THROUGH ALL PROGRAM SERVICES, INCLUDING OUTREACH AND EDUCATION, WAS 517. (Less)
Spent in most recent FY
Percent of program expenses
PUBLIC GUARDIANSHIP AND CASE MANAGEMENT, PERSONAL AFFAIRS MANAGEMENT: CASE MANAGEMENT, ADULT GUARDIANSHIP AND PAYEE MANAGEMENT SERVICES TO ENABLE ELDERLY, DISABLED OR DEPENDENT PERSONS TO REMAIN IN TH ... (More)
PUBLIC GUARDIANSHIP AND CASE MANAGEMENT, PERSONAL AFFAIRS MANAGEMENT: CASE MANAGEMENT, ADULT GUARDIANSHIP AND PAYEE MANAGEMENT SERVICES TO ENABLE ELDERLY, DISABLED OR DEPENDENT PERSONS TO REMAIN IN THEIR HOME AND FISCALLY SOLVENT. THE NUMBER OF INDIVIDUALS (Less)
Spent in most recent FY
Percent of program expenses
YOUTH DEVELOPMENT SERVICES: INCLUDES THE TEEN OUTREACH PROGRAM AND THE POSITIVE ACTION PROGRAM WHICH INCREASE POSITIVE OUTCOMES FOR YOUTH BY USING EVIDENCE-BASED LIFE SKILLS PROGRAMS, SERVICE LEARNING ... (More)
YOUTH DEVELOPMENT SERVICES: INCLUDES THE TEEN OUTREACH PROGRAM AND THE POSITIVE ACTION PROGRAM WHICH INCREASE POSITIVE OUTCOMES FOR YOUTH BY USING EVIDENCE-BASED LIFE SKILLS PROGRAMS, SERVICE LEARNING & MENTORING, AS WELL AS DAY TREATMENT AND IN-HOME SERVI (Less)
Family Service of Roanoke Valley has earned a 100% for the Culture & Community beacon. See the metrics below for more information.
This beacon provides an assessment of the organization's culture and connectedness to the community it serves.
Learn more
Full CreditPartial CreditNo CreditNot ApplicableConstituent Feedback - Data Available - 100/100 ptsConstituent Feedback - Data Available - 100/100 pts
100% of beacon score
This organization reported that it is collecting feedback from the constituents and/or communities it serves. Charity Navigator believes nonprofit organizations that engage in inclusive practices, such as collecting feedback from the people and communities they serve, may be more effective.
Who are the people you serve with your mission? Describe briefly.
Families and individuals of all ages (including children 10 months and up). Many of our clients are either underinsured or completely uninsured.
How is your organization collecting feedback from the people you serve?
Electronic surveys (by email, tablet, etc.)
How is your organization using feedback from the people you serve?
To identify bright spots and enhance positive service experiences, To make fundamental changes to our programs and/or operations, To inform the development of new programs/projects
With whom does your organization share the feedback you got from the people you serve?
Our staff, Our board, Our funders
How has asking for feedback from the people you serve changed your relationship with them or shifted power - over decisions, resources, rules or in other ways - to them?
Gathering feedback has allowed our mental health department to determine if programs are effective and it has also helped us identify areas that need to be improved. Most importantly, it has helped us determine what we need to focus on: helping clients to improve the ability to set positive goals for themselves, to have healthier relationships as as a result of counseling, to feel more hopeful and confident, and to develop more effective methods of coping with their problems.
What challenges does your organization face in collecting feedback from the people you serve?
We don't have any major challenges to collecting feedback
Briefly describe a recent change that your organization made in response to feedback from the people you serve.
These surveys are administered on a quarterly basis and the identity of clients always remains unknown to protect their anonymity. Recently, the survey questions were updated so that the mental health department could effectively receive needed feedback on areas that they are now focusing on.
Equity Practices - Data Available - UnscoredEquity Practices - Data Available - Unscored
The organization reported that it is currently only implementing 2 Equity Practices. At this time, organizations must implement 3 or more of these practices in order to be scored on this metric. Charity Navigator believes nonprofit organizations implementing effective equity policies and practices can enhance a nonprofit's decision-making, staff motivation, innovation, and effectiveness.
Equity Practices (1/7) | |
|---|---|
We review compensation data across the organization (and by staff levels) to identify disparities by race. | |
We ask team members to identify racial disparities in their programs and/or portfolios. | |
We analyze disaggregated data and root causes of race disparities that impact the organization/'s programs, portfolios, and the populations served. | |
We disaggregate data to adjust programming goals to keep pace with changing needs of the communities we support. | |
We employ non-traditional ways of gathering feedback on programs and trainings, which may include interviews, roundtables, and external reviews with/by community stakeholders. | |
We disaggregate data by demographics, including race, in every policy and program measured | |
We have long-term strategic plans and measurable goals for creating a culture such that one’s race identity has no influence on how they fare within the organization. | |
Equity Policies and Procedures (1/7) | |
|---|---|
We use a vetting process to identify vendors and partners that share our commitment to race equity. | |
We have a promotion process that anticipates and mitigates implicit and explicit biases about people of color serving in leadership positions. | |
We seek individuals from various race backgrounds for board and executive director/CEO positions within our organization. | |
We have community representation at the board level, either on the board itself or through a community advisory board. | |
We help senior leadership understand how to be inclusive leaders with learning approaches that emphasize reflection, iteration, and adaptability. | |
We measure and then disaggregate job satisfaction and retention data by race, function, level, and/or team. | |
We engage everyone, from the board to staff levels of the organization, in race equity work and ensure that individuals understand their roles in creating culture such that one’s race identity has no influence on how they fare within the organization. | |
Family Service of Roanoke Valley has earned a 100% for the Leadership & Adaptability beacon. See the metrics below for more information.
This beacon provides an assessment of the organization's leadership capacity, strategic thinking and planning, and ability to innovate or respond to changes in constituent demand/need or other relevant social and economic conditions to achieve the organization's mission.
Learn more
Full CreditPartial CreditNo CreditNot ApplicableMission - 10/10 ptsMission - 10/10 pts
The nonprofit organization presents evidence of strategic thinking through articulating the organization's mission
Family Service of Roanoke Valley supports individuals and families as they journey toward lives of emotional wellness, healthy relationships, and a future filled with hope.
Vision - 10/10 ptsVision - 10/10 pts
The nonprofit organization presents evidence of strategic thinking through articulating the organization’s vision.
A resilient and healthy community where individuals are filled with hope.
Source: Nonprofit submitted responses
Goals - 20/20 ptsGoals - 20/20 pts
The nonprofit organization presents evidence of strategic thinking and goal setting through sharing their most important strategic goals.
Goal One: Build, promote, and steward an organizational culture of engagement.
Goal Type: Grow, expand, scale or increase access to the existing programs and services.
Goal Two: Provide opportunities for training and professional development and maintain an internal knowledge base.
Goal Type: Invest in the capacity of our organization (financial, management, technical, etc.).
Goal Three: Maintain efforts to recruit and retain employees supported by FSRV's organizational culture, professional development and benefit attributes.
Goal Type: Invest in the capacity of our organization (financial, management, technical, etc.).
Leadership Development - 15/15 ptsLeadership Development - 15/15 pts
The nonprofit provides evidence of investment in leadership development
Using funding from grants, FSRV invests in training for staff members to increase their knowledge in the field. For example, recently counselors were trained in EMDR (Eye Movement Desensitization and Reprocessing), and psychotherapy.
Mobilizing for Mission - 15/15 ptsMobilizing for Mission - 15/15 pts
The nonprofit provides evidence of leadership through focusing externally and mobilizing resources for the mission.
Strategic Partnerships
Networks of Collective Impact Efforts
Thought Leadership
Raising Awareness
Community Building
Policy Advocacy
Currently, Family Service of Roanoke Valley partners with more than 20 other organizations in our area. Some examples include the West End Center, the Community Youth Program, Boys and Girls Club, Cultural Arts for Excellence, etc. Staff members enjoy giving back to the community and regularly visit other organizations, college classes, etc., to share their knowledge about the organization. In 2019, FSRV became part of the Roanoke Valley Collective Response - a group of local nonprofits who are united to build, sustain, and support communities by responding to addiction and promoting recovery and wellness. In 2022, the organization has become its own nonprofit but continues to collaborate with the partnering organizations that are responsible for its creation. In addition to a comprehensive website, Family Service of Roanoke Valley continues to promote all that the organization does within the community through its social media platforms (Facebook/Twitter/Instagram/LinkedIn).
Adaptability Story - 30/30 ptsAdaptability Story - 30/30 pts
The nonprofit has an opportunity to tell the story of how the organization adapted to tremendous external changes in the last year.
As the COVID Pandemic has completely changed everything, FSRV has seen the effects through an increased demand for our services. This has been seen through increased phone calls to our organization and an increase in individuals reaching out via our social media platforms. FSRV responded by offering free counseling services made possible by a grant and by offering telehealth counseling sessions for those who were not comfortable traveling to their appointments. FSRV saw an increase in symptoms in existing clients as well as new clients who had never experienced symptoms before.
Impact & Results
Accountability & Finance
Culture & Community
Leadership & Adaptability
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