Item C42BOARD OF COUNTY COMMISSIONERS
AGENDA ITEM SUMMARY
Louis LaTorre, Director
Social Services
Meeting Date: 8/21-8/22/02 Division: Community Services
Bulk Item: Yes X No
Department: Social Services/Nutrition
AGENDA ITEM WORDING:
Approval of "Home and Community Based Waiver Agreement" between the Alliance on Aging Inc.,
the Area Agency on Aging for Dade and Monroe Counties, and for Planning and Service Area 11, and
the Monroe County Board of County Commissioners (Monroe County Social Services/Nutrition
Program), for Fiscal Year beginning on Julyl, 2002 through June 30, 2003.
ITEM BACKGROUND:
The approval of the Waiver Referral Agreement will enable the Monroe County Nutrition Program to
accept referrals for eligible food service clients and to continue providing home -delivered meals to
Monroe County's elderly population under the Medicaid Waiver Program.
PREVIOUS REVELANT BOCC ACTION:
In the past, these services were provided for through, the Monroe County Lead Agency, In -Home
Services through an Agreement between the Board of County Commissioners and the Alliance for
Aging. Recent policy changes now require each provider agency to execute a separate agreement.
CONTRACT/AGREEMENT CHANGES:
New Agreement
STAFF RECOMMENDATIONS:
Approval
TOTAL COST:_ estimated $7.73 per meal BUDGETED: Yes X No
COST TO COUNTY: estimated $2 73 per meal (reimbursement under agreement is $5 00 per meal
REVENUE PRODUCING: Yes — No X AMOUNT PER MONTH Year
APPROVED BY: County Atty x OMB/Purchasing Risk Management
(see attached)
DIVISION DIRECTOR APPROVAL: �Z �„ rti• ,iG���,�L-^ 5' lam_
J. Nfalloch
DOCUMENTATION: Included X To Follow Not Required
DISPOSITION: AGENDA ITEM #
Revised 2/27/01
MONROE COUNTY BOARD OF COUNTY COMMISSIONERS
CONTRACT SUMMARY
Contract #Home and Community Based Waiver Agreement
Contract with:Alliance for Aging, Inc. Effective Date:7/1/02
Expiration Date:6/30/03
Contract Purpose/Description:Enables Monroe County Nutrition Program to accept referrals
provide meals to eligible homedelivery clients and be compensated at a rate of $5 00 per meal
under the "ADA (Aged and Disabled Adult) (Medicaid) Waiver Program
Contract Manager:Louis LaTorre 4572 Social Services/Nutrition Program
(Name) (Ext.) (Department)
for BOCC meeting on 8/21-8/22/02 Agenda Deadline: 8/7/02
CONTRACT COSTS
Total Dollar Value of Contract: $5.00/meal Current Year Portion: $$5.00per meal
Budgeted? Yes® No ❑ Account Codes: 125-61532-530-490-GS0202-OA-3C-2
Grant: $$5.00/meal (Reimbursement)
County Match: $estimated $2.73
Total cost of meal $7.73
ADDITIONAL COSTS
Estimated Ongoing Costs: $ /yr For:
(Not included in dollar value above) (eg. maintenance, util
CONTRACT REVIEW
Changes
Date Out
Date In
Needed
Reviewer
Division Director
Yes[:] No '
.k�' t ,r�„c f�� (br ,
Risk Management
Yes❑ No❑f
r
�� "�-"✓
Y -'
O.M.B./Purchasing
Yes❑ No❑
County Attorney 7/19/02
Yes® No❑
See attached.
Comments:
!lA An 117 -1—
HOME AND COMMUNITY BASED WAIVER
REFERRAL AGREEMENT
This Referral Agreement, made this 1st day of July, 2002 between Alliance for Aging, the Area
Agency on Aging for Planning and Service Area 11; and Monroe County (Nutrition) Service
Provider. This Referral Agreement is in effect for a period of time that is equal to the Medicaid
waiver provider's enrollment period with the State of Florida's Medicaid fiscal agent. One purpose
of this agreement is to promote the development of a coordinated service delivery system to meet
the needs of the aged or disabled adults who are at risk of premature institutionalization. Another
purpose of this agreement is to enable eligible elderly participants to receive Home and
Community Based Waiver Services from qualified providers with oversight of the quality of care
by the Medicaid Waiver Specialist employed by the Area Agency on Aging. These services are
authorized in order that the participant may remain in the least restrictive setting and avoid or delay
premature nursing home placement. Services and care are to be furnished in a way that fosters the
independence of each participant to facilitate aging in place. All parties agree that routines of care
provision and service delivery must be consumer driven to the maximum extent possible. All
parties agree to and will treat each participant with dignity and respect.
1• Objectives
A. To maintain a climate of cooperation and consultation with and between agencies,
in order to achieve maximum efficiency and effectiveness.
B. To participate together by means of shared information in the development and
expansion of services.
C. To promote programs and activities designed to prevent the premature
institutionalization of elders and disabled adults.
D. To require the parties of this Agreement to provide technical assistance and
consultation to each other on matters pertaining to actual service delivery and share
appropriate assessment information and care plans so duplication may not occur.
E. To establish an effective working relationship between the case management
agency that is responsible for the development of care plans and authorization of
services available under the waiver, the service provider that is responsible for the
direct provision of those services to consumers served under the waiver program,
and the Area Agency on Aging that is responsible for management and oversight of
the waiver program.
II• Under this Agreement, the Service provider agrees to the following:
A. To accept referrals for the 1915c Home and Community Based Service (HCBS)
Medicaid Waiver from the enrolled case management agency.
B. To provide quality service(s) to the waiver participant as specified in Section IV.
Provision of service(s) is subject to quality monitoring and/or observation by the
case management agency and/or the Area Agency on Aging and/or the Department
of Elder Affairs.
C. To provide only those services specifically outlined in the Plan of Care and
authorized by the enrolled case management agency.
D. To attach documentation regarding the service provider's qualifications to this
agreement; and to provide, as requested, any information regarding Medicaid
Waiver billing, payment, or waiver participant information, to the case management
agency or Area Agency on Aging. Provider rate increases/decreases must be
forwarded to the Area Agency on Aging along with justification for any increase. If
additional services are to be added to this agreement, a written request to do so must
be received by the Area Agency on Aging and an amendment must be prepared by
the Area Agency on Aging listing the added service(s). The necessary
documentation regarding provider qualifications for the additional services must be
attached to the agreement.
E. To maintain the waiver participant's confidentiality according to 42 CFR 431.301.
F. To immediately report any changes in the waiver participant's condition to the case
management agency.
G. To maintain enrolled provider status by renewing applicable licensure, certification,
contract, and/or referral agreements and by maintaining all provider qualifications
as contained in the Aged and Disabled Adult Medicaid Waiver under which
services are provided.
H. To include its name and other appropriate information on a list of all enrolled
providers which will be shown to consumer during development of an
g that the consumer reserves the right at all
individualized plan of care, understandin
times to a choice of enrolled providers.
I• To immediately notify the case management agency of staffing shortfalls which
will negatively impact provision of service to Medicaid Waiver consumers.
J. To submit claim data for billing to the Medicaid fiscal agent after delivery of
services has been accomplished. All services should be billed within 60 days after
services have been provided or document reasons for delayed submission of claims.
Such documentation shall be available for review by the area agency on agency or
by the Department of Elder Affairs, upon request.
K. To submit claims for billing to the Medicaid fiscal agent at the agency's usual and
customary rate. It is a violation of federal regulation to bill Medicaid more than the
agency's usual and customary rate.
L. To submit void or adjustment claims no later than 45 days after the error has been
identified by either party. Any error not adjusted or voided within 45 days may be
adjusted or voided by the Area Agency on Aging. The provider's refusal to adjust
or void erroneous claims will result in termination of this agreement.
M. To develop and implement a policy to ensure that its .employees, board members,
and management, will avoid any conflict of interest or the appearance of a conflict
of interest when disbursing or using the funds described in this agreement. A
conflict of interest includes, but is not limited to, receiving, or agreeing to receive, a
direct or indirect benefit, or anything of value from a service provider, consumer,
vendor, or any person wishing to benefit from the use or disbursement of funds. To
avoid a conflict of interest, the service provider must ensure that all individuals
make a disclosure to the Area Agency on Aging of any relationship which may be a
conflict of interest, within thirty (30) days of an individual's original appointment
or placement on a board, or if the individual is serving as an incumbent, within
thirty (30) days of the commencement of the contract.
N. To adhere to the policies and procedures as outlined in the following manuals
published by the Agency for Health Care Administration: the Aged/Disabled Adult
Waiver Guidelines and the Medicaid Provider Reimbursement Handbook (Non -
Institutional 081), including any and all attachments or updates.
III. Under this Agreement, the Area Agency on Aging agrees to the following:
A. To facilitate the enrollment of providers with the Medicaid Fiscal Agent.
B. To provide technical assistance and training to Service Providers.
C. To notify the case management agency within 48 hours of any approved service
provider rate adjustment.
D. To regularly monitor the Service Providers in accordance with requirements
specified by the Department of Elder Affairs.
IV. Under this agreement, the following services will be delivered by the Service provider
in accordance with the plan of care or service authorization:
Service Unit Rate County/Region
Served
A_NUTRITIOPT FROG. MEALS $ 5.00 MONROE
B.
C.
D.
E.
V. Termination
In the event this agreement is terminated, the case management agency and the service provider
agree to submit, at the time notice of intent to terminate is delivered, a plan which identifies
procedures to ensure services to consumers will not be interrupted or suspended by the termination.
A. Termination at Will
This agreement may be terminated by any party upon no less than thirty (30)
calendar days notice, without cause, unless a lesser time is mutually agreed upon by
both parties, in writing. Said notice shall be delivered by certified mail, return
receipt requested, or in person with proof of delivery.
B. Termination Because of Lack of Funds
In the event funds to finance this agreement become unavailable, the area agency
may terminate this agreement upon no less than twenty-four (24) hours notice in
writing to the other party. Said notice shall be delivered by certified mail, return
receipt requested, or in person with proof of delivery. The area agency shall be the
final authority as to the availability of funds.
C. Termination for Breach
Unless a breach is waived by the area agency in writing, or the parties fail to cure
the breach within the time specified by the area agency, the area agency may, by
written notice to the parties, terminate the agreement upon no less than twenty-four
(24) hours notice. Said notice shall be delivered by certified mail, return receipt
requested, or in person with proof of delivery.
In witness whereof, the parties have caused this
undersigned officials as duly authorized.
Area Agency on Aging
signature
print name
title
date
date
page agreement to be executed by their
Service provider
signature
print name
title
APPPC)VEI) AS 'i0 FOP
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12/01
Contract Number AA-229
DOCUMENTATION OF SERVICE PROVIDERS QUALIFICATIONS
OLDER AMERICANS ACT STANDARD FIXED RATE CONTRACT- 2002
THIS CONTRACT is entered into between the Alliance for Aging, Inc., hereinafter referred to as the "Alliance",
and the Monroe County Board of Commissioners, hereinafter referred to as the "recipient". This contract is
subject to all provisions contained in the MASTER AGREEMENT executed between the Alliance and the Recipient,
Agreement No. PA-229, and its successor, incorporated herein by reference. .
The parties agree:
Recipient Agrees:
A. Services to be Provided:
To plan, develop, and accomplish the services delineated, or otherwise cause the planning, development,
and accomplishment of such services and activities, under the conditions specified and in the manner
prescribed in Attachment I of this agreement.
B. Final Request for Payment
The recipient must submit the final request for payment to the Alliance no more than 45 days after the
contract ends or is terminated; if the recipient fails to do so, all right to payment is forfeited, and the
Alliance will not honor any requests submitted after the aforesaid time period. Any payment due
under the terms of this contract may be withheld until all reports due from the recipient, and necessary
adjustments thereto, have been approved by the Alliance.
II. The Alliance Agrees:
Contract Amount
To pay for contracted services according to the conditions of Attachment I in an amount not to exceec
$438,103.00, subject to the availability of funds. The Alliance's performance and obligation to pay under this
contract is contingent upon an annual appropriation by the Legislature and passed through the State of Florida
Department of Elder Affairs: The costs of services paid under any other contract or from any other source are
not eligible for reimbursement under this contract. The funds awarded to the recipient pursuant to this contract
are in state grants and aids appropriations and consist of the following:
Program Title
Year Funding Source CFDA*
Fund Amounts
Title IIIB Support
Services
2002 U.S. Dept. Of Health and 93.044
$100,000.00
H
Human Services
Title III C 1
Congregate Meals
2002 93.045
$132,000.00
Title III C2 Home
2002
Delivered Meals
93.045
$168,000.00
Title III E Services
2002
93.052
$38,103.00
TOTAL FUNDS CONTAINED IN THIS
$438,103.00
CONTRACT:
12/01
III. Recipient and Alliance Mutually Agree:
Contract Number AA-229
A. Effective Date:
1. This contract shall begin on January 1, 2002 or on the date the contract has been signed by both
parties, whichever is later.
2. This contract shall end on December 31, 2002.
B. Termination, Suspension and/or Enforcement
The causes and remedies for termination or suspension of this contract shall follow the same procedures
as outlined in Section III. B. and Section III. C. of the Master Agreement.
C. Recipient Responsibility:
Notwithstanding the pass -through language contained in Section I.S.1. of the Master Agreement, the
recipient maintains responsibility for the performance of all subrecipients and vendors in accordance with
all applicable federal and state laws.
D. Notice, Contact, and Payee Information:
1. The name, address, and telephone number of the contract manager for the Alliance for this contract
is:
Steven Weisberg, M.S.
9500 S. Dadeland Boulevard, Suite 400
Miami, Florida 33156
305-670-6500
2. The name, address, and telephone number of the representative of the recipient responsible for
administration of the program under this contract is:
Louis LaTorre
Gato Building - 1100 Simonton Street
Key West, Florida 33040
(305) 292-4573
3. In the event different representatives are designated by either party after execution of this contract,
notice of the name and address of the new representative will be rendered in writing to the other party
and said notification attached to originals of this contract.
4. The name (recipient name as shown on page 1 of this contract) and mailing address of the official
Payee to whom the payment shall be made:
Monroe County Board of Commissioners
Gato Building - 1100 Simonton Street
Key West, Florida 33040
2
12101
Contract Number AA-229
CLERK'S ORIGINAL
IN WITNESS THEREOF, the parties hereto have caused this 12 page contract to be executed by their
undersigned officials as duly authorized.
RECIPIENT. MONROE COUNTY
BOARD OF COMMISSIONERS
BOARD PRESIDENT OR
AUTHORIZED DESIGNEE
SIGNED
BY: y
NAME: rk),rle S
7
TITLE. Mgt UC/r
DATE: tW-/,3'GoZ
ALLIANCE FOR AGING, INC.
SIGNED /
BY.
NAME: STEVEN WEISBERG, M.S.
TITLE: PRESIDENT/CEO
DATE:
FEDERAL ID NUMBER: 59-6000749
RECIPIENT FISCAL YEAR END DATE: 09/30
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12/01
I. STATEMENT OF PURPOSE
Contract Number AA-229
ATTACHMENT
OLDER AMERICANS ACT
The Older Americans Act (OAA) Program is a federal program which provides assistance to older persons
and caregivers.
II. SERVICES TO BE PROVIDED
A. Services:
The recipient's service application for the calendar year 2002, and any revisions thereto approved by
the Alliance and located in the contract manager's file, are incorporated by reference in this contract
between the Alliance and the recipient and prescribe the manner in which the recipient will meet the
requirements of the Older Americans Act as amended in 2000.
B. Manner of Service Provision:
The services will be provided in a manner consistent with and described in the recipient's service
provider application for the calendar year 2002, the draft Department of Elder Affairs Client Services
Manual dated 12/98, the Department of Elder Affairs National Family Caregiver Support Program
Guidelines, and the Department of Health and Human Services, Office of Assistant Secretary,
Administration on Aging, Program Instruction, AoA-PI-01-02. In the event the manual or guidelines
are revised, such revision will automatically be incorporated into the contract and the recipient will be
given a copy of the revisions. The recipient agrees to perform the services of this contract in
accordance with all federal, state, and local laws, rules, regulations and policies that pertain to Older
Americans Act funds.
III. METHOD OF PAYMENT
A. The method of payment in this contract includes advances, cost reimbursement and/or fixed price for
some Title III E services and fixed rate for all other services. The recipient must ensure all costs and
fixed rates include only those costs which are in accordance with all applicable state and federal
statutes and regulations and are based on historical costs and audited historical costs when
applicable. Payment shall be on an advance basis in accordance with the draft Department of Elder
Affairs Client Services Manual dated 12/98 and ATTACHMENT If. All requests for payment and
expenditure reports submitted to support requests for payment shall be on DOEA forms 106A and
105A.
B. The recipient shall maintain documentation to support payment requests which shall be available to
the Alliance, Department of Elder Affairs staff or the Comptroller for the State of Florida upon request.
C. The due date for the request for payment and expenditure reports shall be on the 5th day of the
month following the month being reported.
D. The Alliance shall make payment to the recipient for a total dollar amount not to exceed
$438,103.00, subject to the availability of funds. Rates listed in Paragraph E are the Alliance's share
not to exceed 90% of the gross cost per unit of service.
4
12/01
Contract Number AA-229
E. The Alliance shall make payment to the recipient for provision of services up to a maximum number of
units of service and at the rate(s) stated below:
Service to be
Unit of
Unit
Maximum
Maximum
Provided
Service
Rate
Units
Dollars
Homemaker
1 hour
30.047204
3,328
$100,000
Congregate Meals
1 meal
6.839863
19,015
$130,060
Nutrition Education (C-1)
Episode
194.00
10
$1,940
Home Delivered Meals
1 meal
5.8674707
28,439
$166,865
Nutrition Education (C-2)
Episode
567.75
2
$1,135
In -Home Respite (3E)
1 hour
28.182692
1,352
$38,103
F. If applicable, recipient will implement a Modified Spending Authority for these services, WITHIN THE
RESPECTIVE TITLES, with the exception of Screening and Assessment. Provider projects a number
of units of service and amount of funds per service and determines a rate of service.
These figures are only a projection, with the exception of Screening and Assessment. recipient is to
provide service based on consumer's service plans and will not be restricted to providing the services
as projected. Additional budget revisions/contract amendments will not be required to move funding
among these services, with the exception of Screening and Assessment. Total Contract Amount
cannot be exceeded.
G. The recipient may request a monthly advance for each of the first two months of the contract period,
based on immediate anticipated cash needs. Detailed documentation justifying cash needs for
advances must be submitted with the signed contract, approved by the Alliance, and maintained in the
contract manager's file. For profit organizations cannot receive advance funds. All payment requests
for the third through the twelfth months shall be based on the submission of monthly actual expenditure
reports beginning with the first month of the contract. The schedule for submission of invoices is
ATTACHMENT II to this contract. Reconciliation and recouping of advances made under this contract
are to be completed by the time the final payment is made. All payments are subject to the availability
of funds.
H. A final receipt and expenditure report (closeout report) will be forwarded to the Alliance within sixty (60)
days after the contract ends or is terminated. All monies which have been paid to the recipient and not
used to retire outstanding obligations of the contract being closed out must be refunded to the Alliance
along with the final receipt and expenditure report.
1. Any payment due by the Alliance under the terms of this contract may be withheld pending the receipt
and approval by the Alliance of all financial and programmatic reports due from the recipient and any
adjustments thereto, including any disallowance not resolved as outlined in Section I.T. of the Master
Agreement.
J. The recipient agrees to implement the distribution of funds as detailed in the service application and
the Budget Summary, ATTACHMENT III to this contract. Any changes in the amounts of federal funds
identified on the Budget Summary form require a contract amendment.
5
12/01
Contract Number AA-229
K. Financial Reports: The recipient agrees to provide an accurate, complete and current disclosure of the
financial results of this contract as follows:
To submit all requests for payment and expenditure reports according to the format, schedule
and requirements specified in ATTACHMENT I .
2. The completed manual units of service portions of the Older Americans Act Annual Report, if
applicable, are due to the contract manager on the date established by the Alliance. The
Department of Elder Affairs will obtain the remaining Report sections from the Consumer
Information, Registration and Tracking System (CIRTS).
IV. SPECIAL PROVISIONS
A. Match
The recipient will assure a match requirement of at least 10 percent of the cost for all services funded
through this contract. The recipient's match will be made in the form of cash and/or inkind resources.
At the end of the contract period, all Older Americans Act funds expended must be properly matched.
B. Consumer Contributions and Co -payments for Services
(1) The recipient assures compliance with Section 315 of the Older Americans Act as amended in
2000, in regard to consumer contributions. For services not paid for with Older Americans Act
funds, subrecipients may charge co -payments to those persons able to pay part or all of the
cost of services.
(2) Voluntary contributions are not to be used for cost sharing or matching.
(3) Accumulated voluntary contributions are to be used prior to requesting Federal reimbursement.
(4) Voluntary contributions and related interest earned are program income and must be used to
expand services.
C. Title III Funds
The recipient assures compliance with Section 306 of the Older Americans Act as amended in 2000,
that funds received under Title III will not be used to pay any part of a cost (including an administrative
cost) incurred by the recipient to carry out a contract or commercial relationship that is not carried out
to implement Title III.
D. Carry Forward Funds
Carry forward funds must be identified on the computation of carry forward report submitted with the
closeout report and requests for award of carry forward funds must be justified by the recipient and
approved by the department. All OAA carry forward funds must be budgeted in the same title as
originally awarded.
E. Prioritization for Service Delivery
The recipient shall develop and implement policies and procedures consistent with Older Americans
Act targeting criteria.
M
12/01
F. Information and Referral
Contract Number AA-229
The recipient agrees to adhere to the Standards for Professional Information & Referral,
ATTACHMENT IV to this contract. The basis of these standards are those found in the standards
published by the Alliance for Information & Referral Systems (AIRS), copyright 2000, and amended by
the Department of Elder Affairs to meet the unique needs of the Elder Helpline system.
G. Service Cost Reports:
The recipient will submit semi-annual service cost reports which reflect actual costs of providing each
service by program. This report provides information for planning and negotiating unit rates.
H. Caregiver Forums
The recipient will collaborate with the Alliance in supporting a Statewide Caregiver Forum coordinated
by the Department of Elder Affairs. The Alliance will sponsor the attendance of a minimum of ten
caregivers and contribute $1,000.00 toward the expense of speakers and miscellaneous training
expenses using contract funds. Sponsorship of caregivers includes providing funds for all expenses
related to caregivers attending this event; to include registration, travel, and local respite services.
Recipients are also encouraged to help the Alliance plan and conduct local caregiver forums utilizing
Title III-E funds. Caregiver Forums are defined in the Department of Elder Affairs Title III-E National
Family Caregiver Support Guidelines.
7
12/01 Contract Number AA-229
ATTACHMENT II
CONTRACT REPORT CALENDAR
ADVANCE BASIS CONTRACT
TITLE III
Report
Submit to
Number
Month Based On
Alliance on
This Date
1
2
January Advance*
_ February Advance*
January 1
3
March January Expenditure Report
January 1
February 5
4
5
April February Expenditure Report
March 5
6
May March Expenditure Report
April 5
7
June April Expenditure Report
May 5
8
July May Expenditure Report
August
June 5
9
June Expenditure Report
September July Expenditure Report
July 5
August 5
10
11
October August Expenditure Report
November September Expenditure Report
September 5
12
13
December October Expenditure Report
October 5
November 5
14
November Expenditure Report
December 5
15
December Expenditure Report
January5
16
Final Payment Request
February 14
Closeout Package
February 29
Legend:
* Advance based on projected cash need.
Submission of expenditure reports may or may not generate
a payment request. If final
expenditure report reflects funds due back to the Alliance, payment is to accompany
the report.
Note # 1:
Reports #1 and #2 for Advance Basis Contracts cannot be submitted to the Alliance until
the contract with the Alliance has been executed.
Note # 2:
The last two months of the recipient's fiscal reports covering
actual expenditures shall
reflect an adjustment repaying advances for the first two months of the contract, if
advances have not been recouped.
0
12/01
BUDGET SUMMARY
2002 OAA BUDGET SUMMARY
Recipient: Monroe County Board of Commissioners
Title III-B
Title III C-1
Title III C-2
Title III-E
Title 111-F
TOTAL FEDERAL AMOUNT
Distribution of Award by Title
Federal Share
$100,000
$132, 000
$168,000
$38,103
Ejx
$438,103
Contract Number AA-229
ATTACHMENT III
Contract No. AA-229
E
12/01 Contract Number AA-229
ATTACHMENT IV
OLDER AMERICANS ACT PROGRAM
SUMMARY OF STANDARDS FOR PROFESSIONAL
INFORMATION & REFERRAL
SERVICE DELIVERY
Standard 1: Information Provision
The Information and Referral (I & R) service shall provide information to the inquirer in response to a direct
request for such information. Information can range from a limited response (such as organization=s
name, telephone number, and address) to detailed data about community service systems (such as
explaining how a group intake system works for a particular agency), agency policies, and procedures for
application. Every call, including information only calls, shall be documented. Documentation shall include
the type of information requested and the action taken.
Standard 2: Referral Provision
The 1 & R service shall provide information and referral services in which the inquirer has one-to-one
contact with an I & R specialist. The referral process consists of assessing the needs of the inquirer,
identifying appropriate resources, assessing appropriate response modes, indicating organizations
capable of meeting those needs, providing enough information about each organization to help inquirers
make an informed choice, helping inquirers for whom services are unavailable by locating alternative
resources, and, actively participating in linking the inquirer to needed services. Follow-up is required for
each referral. The referral cannot be counted until follow-up is complete.
Standard 3: Advocacy/Intervention
The I & R service shall offer advocacy to ensure that people receive the benefits and services to which
they are entitled and that organizations within the established service delivery system meet the collective
needs of the community. For purposes of these standards, "Advocacy" does not include legislative
advocacy (lobbying). All advocacy efforts shall be consistent with policies established by the governing
body of the I & R service and shall proceed only with the permission of the inquirer.
Standard 4: Follow- UD
Follow-up on referrals must be completed within 10 calendar days either by telephone or visit, to determine
that services are being provided and that the person or caregiver is satisfied with the services as provided
unless a crisis situation suggest more immediate follow-up.
11• RESOURCE DATABASE
Standard 5: Inclusion/ Exclusion Criteria
The I & R service shall develop criteria for the inclusion or exclusion of agencies and programs in the
resource database. These criteria shall be uniformly applied and published so that staff and the public will
be aware of the scope and limitations of the database.
10
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Standards a. Data Elements
Contract Number AA-229
A standardized profile shall be developed for each county's organization within the planning and service
area. The database shall include a providers legal name, common name and acronym, address (mailing
and physical location) telephone number(s) and a description of services.
Standard 7: Indexing the Resource Database/ Search Methods
Information in the resource database shall be indexed and accessible in ways that support the I & R
process.
Standard 8: Database Maintenance
The resource database shall be updated through continuous revision or at intervals sufficiently frequent to
ensure accuracy of information and comprehensiveness of its contents.
III. REPORTS AND MEASURE
Standard 9: Inquirer Data Collection
The I & R service shall establish and use a system for collecting and organizing inquirer data which
facilitates appropriate referrals and provides a basis for describing requests for service, identifying service
gaps and overlaps, assisting with needs assessments, supporting the development of products, identifying
issues for staff training and facilitating the development of the resource information system. Inquirer data
includes information gathered during follow-up as well as that acquired during the original contact.
Standard 10: Data Analysis and Reporting
The I & R service shall develop reports using inquirer data and/or data from the resource database to
support community planning activities (or planning at other levels), internal analysis and advocacy. If
requested, data will made available to the Department of Elder Affairs.
IV. COOPERATIVE RELATIONSHIPS
Standard 11 Cooperative Relationships within the Local I & R System
In communities which have a multiplicity of comprehensive and specialized I & R providers, the I & R
service shall develop cooperative working relationships to build a coordinated I & R system which ensures
broad access to information and referral services, maximizes the utilization of existing I & R resources,
avoids duplication of effort and encourages seamless access to community resource information. I & R
services within the system may choose to be Afull service@ programs performing all necessary 1 & R
functions within their designated service area; or may prefer to partner with one or more I & R services to
share those functions. (e.g., one I & R service might build and maintain the resource database and
another might assume responsibility for service delivery.)
Standard 12: Coo erative relationshi s within the Local Service DeliveryS stem
The I & R service shall strive to develop cooperative working relationships with local service providers to
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build an integrated service delivery system which ensures broad access to community services, maximizes
the utilization of existing resources, avoids duplication of effort and gaps in services, and facilitates the
ability of people who need services to easily find the most appropriate provider.
Standard 13: Cooperative Relationships Among Local State or Provincial Regional, National and
International I & R Providers
Comprehensive and specialized I & R services at all geographic levels (local, state/provincial, regional,
national and international) shall strive to develop formal and informal working relationships with the
objective of broadening the availability of information and referral to all inquirers, facilitating access to
appropriate resources regardless of their origin and/or location, avoiding duplication of effort and funding,
expanding the effectiveness of -social analysis with more global information about needs and services, and
augmenting the impact of advocacy efforts through coordination, where possible.
Standard 14: Partici ation in State or Provincial Re ional- National and International I & R
Associations
The I & R service shall strive to strengthen state or provincial, regional, national, and international I & R
networks by becoming active in planning, program development, advocacy, training, and other efforts at
these levels.
5. ORGANIZATIONAL REQUIREMENTS
Standard 15: Governance
The auspices under which the I & R service operates shall ensure the achievement of I & R goals and
meet the standards set forth by the Department of Elder Affairs.
Standard 16: Personnel Administration
The I & R service shall provide a framework and mechanisms for program and personnel management
and administration that guarantee the continuity and consistency required for effective service delivery.
Standard 17: Staff Training
The I & R service shall have a training policy and make training available to paid and volunteer staff.
Standard 18: Promotion and Outreach
The I & R service shall establish and maintain a program which increases public awareness of I & R
services, their objectives, and their value to the community. At least two outreach projects targeting low-
income minority and rural elders must be completed annually.
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