SECTION B: BUSINESS POLICIES & PROCEDURES
SECTION 1: BUSINESS POLICIES & PROCEDURES
TABLE OF CONTENTS
POLICY PAGE
1 Accounting Policy 2
2 Petty Cash 2
3 Inventory 2
4 Bank Reconciliation 3
5 Receipting of Cash and Checks 3
6 Source Documentation 4
7 Disbursements 4
8 Internal Controls 5
9 Property and Equipment 6
10 Reporting of Federal Taxes 6
11 Reimbursements 7
12 Billings and Receivables 7
13 Salary Advances 7
14 Budget/Financial Reports 8
15 Check Signing Authority 8
16 Payroll 9
17 Purchasing 10
18 Travel 10
DRC Policy 1
ACCOUNTING POLICY
The DRC is a tax-exempt organization under Section 501©(3) of the Internal Revenue Code.
Accounting records are kept in conformity with generally accepted accounting principles. DRC maintains an internal control procedure necessary to provide for an accurate and detailed audit trail for all financial transactions.
A yearly audit is conducted after the close of fiscal year (June 30) by an independent CPA in accordance with generally accepted auditing standards and with the audit requirements set forth by the audit guide issued by our funding sources and consistent with federal regulations.
DRC Policy: 2
PETTY CASH
DRC has $100.00 in cash for the general office.
The Fiscal Department is custodian of petty cash funds.
Advances to employees for purchase of miscellaneous items to be used in a function of DRC must be authorized by the Executive Director/Fiscal Supervisor.
Persons receiving cash must sign a petty cash slip and submit a purchase approval form that has been signed by the Executive Director/Fiscal Supervisor. Receipts for purchase must be submitted to the Fiscal Department.
The Fiscal Department shall reconcile all receipts for petty cash monthly.
DRC Policy: 3
INVENTORY
An inventory of fixed assets is kept manually with cost, source of funds for purchase, description and location if available.
All equipment valued at $250 or more is included in this inventory.
Inventory will be maintained by the Administrative Assistant who will update it annually (at the end of each fiscal year) and give a copy to the Fiscal Department for the annual audit.
DRC Policy: 4
BANK RECONCILIATION
The Executive Director receives and reviews all unopened bank statements first and then give them to the Fiscal Supervisor to reconcile all accounts on a monthly basis. The Fiscal Supervisor verifies the bank transactions and reconciles the bank statement to the general ledger in QuickBooks, and shows this to the Executive Director. The reconciliation is then placed in a monthly folder that documents all fiscal activities for each given month.
DRC Policy: 5
RECEIPTING OF CASH AND CHECKS
1. The responsibility for receiving and receipting money shall be that of the Administrative Assistant.
2. Te responsibility for insuring that bank statements are reconciled with internal records of receipts and disbursements shall be that of the Fiscal Department.
3. The general process for receipting money shall be as follows:
a. When cash or checks are received through the mail, the Administrative Assistant logs the pertinent information in the Accounts Receivable book and stamps the checks “For Deposit Only”. The A/R log is reviewed at the end of each month by the Executive Director. The Fiscal Supervisor initials each transaction upon receipt.
b. All money and checks shall be given to the Fiscal Department by the close of business each day who then places it in a locked cabinet.
c. The Fiscal Supervisor posts transactions to proper invoices or account in QuickBooks. It will include the name of the person or organization sending the money, the date, and the purpose. The Fiscal Supervisor then prepares all deposits. Each transaction is done on a separate deposit ticket for better tracking.
d. Monthly, the Executive Director compares cash receipts with the total listed on the bank deposits during the process of reconciling the bank statements to the ledger.
DRC Policy: 6
SOURCE DOCUMENTTATION
All disbursements must be accompanied by a check request with an authorized signature. The check request must include the payee, description, account code, amount, and authorized approval. All check requests must be accompanied with back up documentation. An invoice pays everything.
DRC Policy: 7
DISBURSEMENTS
All checks must be approved by the Executive Director. Board approval is needed for a non-routine disbursement over $1000.00. Non-routine purchases or disbursements are expenditures not listed in the annual budget but are needed by the organization, examples include (Trailer, Vehicle, employee bonuses).
All checks must be accounted for and a proper audit paper trail must be maintained. Voided checks will be attached to reconciliation on a monthly basis.
a. All check requests are due by Monday at 12:00 p.m. for check disbursement by Friday of the same week.
b. After the Executive Director approves the Expenditures, the Fiscal Supervisor prepares the checks.
c. The prepared checks and supporting documentation are presented to the Executive Director.
d. The only individuals authorized to sign checks are the Executive Director, and/or officers of the Board. All check disbursements from any DRC account will require two signatures.
e. A QuickBooks “Paid Bills” Report is produced and put in the monthly folder documenting all fiscal activities for the month. This report is given to the Executive Director at the end of the month.
Two authorized signatures are required for all expenditures.
Access to blank checks shall be restricted to the Executive Director and the Fiscal Department. Voided checks will be defaced and brought to the Executive Director’s attention. These checks are attached to the bank reconciliation.
A copy of all disbursement checks and/or the check stub must be attached to all appropriate documentation and stored safely by the Fiscal Department.
DRC Policy: 8
INTERNAL CONTROLS
In order to protect the DRC from loss of assets, protect the Fiscal Department and the Executive Director from an unscrupulous employee, and protect honest employees from suspicion, DRC maintains internal control in its operation as follows:
1. The Administrative Assistant will record all cash and checks in the Accounts Receivable log. The Fiscal Supervisor initials all transactions. A daily list of receivables is maintained In the QuickBooks general ledger. Executive Director reviews log monthly and also reviews the reconciliation of the bank statements to the general ledger each month.
2. In order to minimize the probability of someone else cashing a check intended for DRC, checks received are endorsed immediately by the Administrative Assistant with the name of DRC’s bank and account number, for deposit only.
3. Should DRC engage in any sort of activity where collection of money is made at the door, such as a dinner or dance, food concessions, garage sale or other fundraiser or special events, cash collections must be recorded and a receipt given.
4. Cash is deposited in the bank by the Fiscal Department weekly along with the other prepared deposits. A separate deposit ticked is also done for this transaction. Cash is never used to pay bills. All cash must be deposited and bills paid by DRC’s checks.
5. A monthly folder documenting all fiscal activities for the month is maintained by the Fiscal Supervisor and reviewed monthly by the Executive Director and the Board Treasurer.
DRC Policy: 9
PROPETY AND EQUIPMENT
1. All property and equipment valued in excess of $250 is inventoried and registered on a schedule of fixed assets with the following information recorded.
a. Historical cost
b. Date placed in service
c. Source of funds used for the purchase
2. Donated fixed assets are recorded at the estimated fair market value on the date donated.
3. On an annual basis, the property and equipment on hand will be compared to the fixed asset schedule. Obsolete equipment will be deposed of and any other discrepancies will be reconciled by the Administrative Assistant, unless prohibited by funding source.
DRC Policy: 10
REPORTING OF FEDERAL TAXES
1. On the first day of employment, a new employee of DRC must fill out and sign an employee’s withholding allowance certificate (W-4 forms) for payroll purposes.
2. The Fiscal Department makes quarterly reports of the amounts of wages and other compensation paid and the amounts of federal income taxes withheld on IRS’s form 941. The report is due on the last day of the month following the end of each calendar quarter. Form 941 must be accompanied by a check if any withholdings were not deposited during the quarter. At the end of each calendar year (by January 31), the fiscal department is required to complete an annual wage and tax statement (form W-2) for each employee with copies being distributed to employees and the IRS.
3. DRC may also employ individuals on a contractual basis. Any such employee earning a minimum of $600 within one calendar year receives a copy of IRS Form 1099, which is a statement of earnings. This report is filed with the IRS at the end of each calendar year (by January 31) like the Annual Wage and Tax Statement for permanent and temporary part-time and full-time employees. Contractual employees will be responsible for heir own taxes. Contractual employees include freelance interpreters, contract construction labor, personal care assistants, skills instructors, etc. The Fiscal Department, completes all IRS 1099 Forms.
4. Annually DRC’s Fiscal Department completes the required Federal Form 990.
DRC Policy: 11
REIMBURSEMENTS
All requests for grant contract reimbursements are prepared on a monthly basis by the Fiscal Department. A separate reimbursement request is prepared for each contract and an invoice is created in QuickBooks. Any invoice that is a shared expense is allocated proportionally to each grant contract program. If the grant contract does not specify reimbursement for shared expenses, the reimbursement will be calculated on a time allocation, square-foot, or other rational basis. A copy is kept on file of all billings at DRC.
A monthly checklist of all contract reimbursements and necessary monthly billing is maintained and reviewed y the Executive Director to ensue that billing is completed.
DRC Policy: 12
BILLINGS AND RECEIVABLES
1. All billings are prepared by the Fiscal Department, who in turn reconciles the receivables and cash received on a monthly basis. Appropriate invoices are created in QuickBooks.
2. All billing rates are negotiated by the Executive Director/Fiscal Department.
3. All billings are promptly recorded in QuickBooks receivable records and copies of billings maintained in invoice files.
4. The Fiscal Department reviews the status of all accounts receivable at the end of each month. Any receivable overdue beyond 90 days shall be brought to the attention of the Executive Director for disposition.
DRC Policy: 13
SALARY ADVANCES
Salary advances and loans of any nature are prohibited.
DRC Policy: 14
BUDGET/FINANCIAL REPORTS
The Executive Director, with input from the Fiscal Supervisor, shall be responsible for preparing a budget for revenue and expenditures on an annual basis to be reviewed and approved by the Board of Executive Directors before implementation.
The Fiscal Supervisor shall prepare a monthly Financial Report for the Board of Directors. Periodic reports detailing year-to-date revenue and expenditures, and comparisons with budget allotments, will also be completed by the Fiscal Supervisor for review by the Executive Director and Board.
The Executive Director and Fiscal Staff will review the operating budget six months into the Fiscal Year in order to make appropriate revisions and modifications.
All records and accounts of the DRC shall be audited annually by a Certified Public Accounting firm to be selected by the Board of Director, in consultation with the Executive Director.
DRC Policy: 15
CHECK-SIGNING AUTHORITY
All check disbursements from any DRC account will require two of the following signatures:
1. Executive Director
2. Board Officer
No designated signee will ever sign any check for which they do not have full understanding of purpose of the expenditure.
If there is any question as to the allow ability of the expenditure the regulations will be researched. Each designated signee shall be thoroughly familiar with the regulations regarding allowable costs.
A designated signee may request any backup material necessary pertinent to the check(s) to be signed prior to signing.
DRC Policy: 16
PAY ROLL
Pay Schedule
All employees are paid every other Friday for the preceding two-week time period.
Pay Period
The pay period for all employees is the two week period starting on a Monday and ending on a Sunday, to be paid on the following Friday. Timesheets are due on the Monday of the pay week. If an employee is out for any reason, and unable to complete their timesheet, it is the supervisor ‘s responsibility to complete the employee’s timesheet.
Pay Corrections
DRC takes all reasonable steps to ensure that employees receive the correct unit of pay each paycheck and those employees are paid promptly on schedule.
In the unlikely event that there is an error in the amount of pay, the employee should promptly bring this to the attention of the Fiscal Supervisor so that corrections can be made as quickly as possible.
DRC Policy: 17
PURCHASING
All purchases must be approved by the Executive Director.
The Fiscal Supervisor will ensure expenditures are allowable under the guidelines on OMB Circular A-122 and the Reference Guide for State Expenditures.
Purchases from Program Budgets: A person requesting purchases from program budgets will put the request in writing with a quote from the vender, and:
1. The Administrative Assistant will wait for approval from the ED before processing the request.
2. If the request requires a purchase order, the Administrative Assistant will prepare the purchase order, forward the Purchase order to the ED for final signature and fax the purchase order to the vender.
3. The Administrative Assistant will give the written request, quote, and the purchase order to the Fiscal Supervisor for processing
DRC Policy: 18
TRAVEL
Request for reimbursement for travel expenses must be completed as outlined by the Florida Department of Education Travel Manual and approved by the Executive Director before submitted to the Fiscal Supervisor for payment. Requests for reimbursements of travel and mileage expenses for the Executive Director should be approved by a member of the Executive Board before being submitted for reimbursement.
DRC Policy: 19
RETIREMENT
The Disability Resource Center offers retirement benefits in the form of a simple IRA. The premium for this coverage will be payroll deducted. For information regarding enrollment, and plan descriptions, please contact the Executive Director
Features and benefits of a simple IRA include:
Employees are 100 percent vested after the first ninety days of work and have successfully completed the probation period. The DRC will make a matching contribution equal to your salary reduction contribution up to a limit of 3% of your compensation for the year
CONSUMER SERVICES
SECTION 2: CONSUMER POLICIES & PROCEDURES
TABLE OF CONTENTS
POLICY PAGE
1 Introduction 2
2 Definitions 5
3 Core Independent Living Services 6
4 Development of Independent Living Plans 8
5 Consumer File 10
6 Eligibility Requirements 11
7 Confidentiality and release of Information 12
8 Confidentiality of Consumer Records 13
9 Alternative Modes of Communication 13
10 Suspension of Consumer Services 14
11 Consumer Complaint Procedure 14
12 Staff Consumer Relationships 15
13 Administration of Medicine and Drugs 16
14 Universal Precautions 17
15 Loan Items/Equipment 17
16 Medical Disposables 17
17 Agreement of Understanding 18
18 Case Notes and Acuity Level 19
20 Gift cards to consumers 20
21 Acknowledgment and Receipt 21
DRC Policy: 1
INTRODUCTION
The purpose of this manual is to standardize staff practices in providing quality consume services to Floridians with disabilities in an eight county area. The organization will provide independent living services based on the following principles:
■ Consumer empowerment
■ Integration
■ Self help
■ Choice
Overall, the organization will use a team approach to problem solving which maximizes the capabilities of the consumer and the organization’s staff. The consumer will make the crucial decisions as to the direction and the type of services. The staff will network with other organizations to provide the necessary services and supports to reach the consumer’s goals.
The staff, which is made up of a majority of individuals with disabilities, will empower the individuals they serve to take an active role in formulating the solution to their service needs. All pertinent local and state, public and private service providers will be utilized in the provision or coordination of the needed services. This approach will assure that the organization is being economically efficient and programmatically effective.
The ultimate goal of DRC will be equal opportunity and full integration for people with all disabilities in our community.
The mission of the Center of the Disability Resource Center is to empower persons with disabilities to live independently and participate actively in their community.
DRC STAFF CODE OF ETHICS
1. DRC staff shall behave in a legal, ethical, and moral manner in the conduct of their profession, maintaining integrity, and avoiding behavior that would cause harm to others.
2. DRC staff shall respect the integrity and protect the interests of people and groups with whom they work.
o Staff will respect the right of consumes to self-determination.
o Staff will share all information and records, kept on file for a consumer, with that consumer.
o Staff will always place the interests of consumers above personal interests.
3. DRC staff shall respect the confidentiality of information obtained from consumers and business or other clients in the course of their work.
o Staff will take reasonable personal action, or inform responsible authorities, or inform those persons at risk, when the conditions or actions of a consumer indicated that there is clear and imminent danger to themselves or others. Staff will inform consumers at the onset of the limits of confidentiality, after advising the consumer that this must be done. Consultation with other professionals is advised.
o Staff will not forward to another person, agency, business, or potential employer, any confidential information without the written permission of consumes or business or other clients.
o Staff will ensue that any person who must have access to consumer records will be thoroughly briefed concerning the confidentiality standards to be observed.
DRC staff shall expand their knowledge base needed to more effectively serve people with disabilities.
10 Key Elements of Disability Resource Center Philosophy
Civil Rights -- equal rights and opportunities for all; no segregation by disability type or stereotype.
Consumerism – a person (consumer” or “customer”) using or buying a service or product decides what is best for him/herself.
De-institutionalization – No person should be institutionalized (formally by a building, a program, or by family life) on the basis of a disability.
De-medicalization – individuals with disabilities are not “sick,” as prescribed by the assumptions of the medical model and do not require help from certified medical professionals for daily living activities.
Self-help – people learn and grow by discussing their needs, concerns, and issues with people who have had similar experiences; “professionals” are not the source of the help provided.
Advocacy – systemic, systematic, long-term, and community-wide change activities are needed to ensure that people with disabilities benefit from all that society has to offer.
Barrier-removal – in order for civil rights, consumerism, de-institutionalization,
de-medicalization, and self-help to occur, architectural, communication and attitudinal barriers must be removed.
Consumer control – the organizations best sited to support and assist individuals with disabilities are governed, managed, staffed and operated by individuals with disabilities.
Cross-disability – activities conducted by organizations supporting independent living philosophy must be cross-disability in approach, meaning work is carried out by people with different types of disabilities for the benefit of all persons with disabilities.
Inclusion – after barriers are removed and legal rights instituted, society in its broadest sense appreciates and includes people with disabilities in all its forms, including institutions of education, employment, housing, recreation, transportation and all other forms of public and private group activity.
DRC Policy: 2
DEFINITIONS
DISABILITY RESOURCE CENTER means a consume-controlled, community based, cross-disability, nonresidential, private nonprofit agency that:
1. Is designed and operated within a local community by people with disabilities;
2. Provides many independent living services,
3. Meets all the standards and assurances as set forth in the Rehab Act.
CONSUMER – Individual with a physical, mental, cognitive or sensory disability. The disability must limit a person’s ability to actively participate in work recreational activities and/or caring for one’s own needs. In order to be a consumer of DRC the consumer must live in the service area, have an open and active file that includes an independent living plan.
CONSUMER CONTROL – means getting consumer input on the provision of services and direction on how the DRC is operated. Consumers are also encouraged to be involved in the governing board.
DISABILITY – means a physical or mental impairment that substantially limits one or more of the major life activities of an individual. Major life activities means functions such as caring for oneself, performing manual tasks, walking, seeing, hearing, speaking, breathing, learning, and working.
PRIMARY DISABILITY – includes the disability that causes the most impairment.
SECONDARY DISABILITY -- is all other disabilities.
CROSS DISABILITY -- DRC will offer and provide services to people with various disabilities, and assure that services are relevant to all groups.
Nonresidential – The DRC will not own, operate or manage any residential facilities.
DRC Policy: 3
CORE DISABILITY RESOURCE CENTER SERVICES
All Centers are required to provide four core services. The flowing describes these services in more detail. Each Center develops additional services based on needs of their respective communities. It is the staff’s responsibility to be familiar with all services provided by DRC in order to be of assistance to their consumers.
1. INFORMATION AND REFERRAL
Information referral is a core independent living service provided by Disability Resource Center. Information and referral is gathering, sharing and distributing information about disability related issues, community services, specific disabilities, ADA, housing, workshops, support groups, etc. Some requests may be immediately resolved, while others may be referred to a more appropriate organization, program or agency.
Requests for information or referrals may be provided in an individual or group setting.
Upon initial contact by a consumer or referral source, staff will explain the other services offered by DRC, after an explanation of these services, it is determined that the consumer would like to receive additional services an internal referral will be made.
2. INDEPENDENT LIVING (IL) SKILLS EDUCATION – Independent living skills education is one of DRC’s core services and is provided by DRC staff members. Independent living skills education is empowering the consumer to be more independent in their home and community. IL skills education may include areas such as self-advocacy, assertiveness, money management, housekeeping, social interaction and other personal and social skills.
IL skills education can be delivered in two fundamental ways. These are group settings (classes) and individual (one-on-one) sessions. The DRC staff will schedule classes in an accessible location and /or arrange for conducting DRC classes by guest presenters.
3. PEER SUPPORT – means people with disabilities sharing similar experiences with others who have disabilities. Peer supporters are those who have adjusted to their disabilities and provide positive role modeling and mentoring. Peer supporters share life experiences in a broad array of situations, but do not give professional, medical, financial or legal advice. DRC provides peer support individually or in group settings as one of its core services.
RECRUITMENT AND TRAINING OF VOLUNTEER PEER SUPPORTERS – Other members of the peer support network and staff will recruit volunteer peer supporters. Volunteer peer supporters are to be recruited based on knowledge and acceptance of disability and their ability to motivate others. Peer support volunteers will have a DRC orientation and training session prior to initiating peer support activities.
4. ADVOCACY – Action by an individual or group in support of a cause, idea or policy to effect change, advance a cause, or raise public awareness. Actions to achieve these goals may take the form of demonstrations, lobbying or legislative change, conducting educational activities, or organizing others. Types of advocacy include self-advocacy, individual advocacy, and systems advocacy.
a. SELF-ADVOCACY (PERSONAL ADVOCACY) – addressing specific issues to achieve change in one’s own life by advocating on one’s own behalf. The goal is to protect personal rights and to secure access to services, entitlements, or rights. Being an effective self-advocate requires having or developing assertiveness skills, knowledge or rights, strategizing skills and networking skills. Examples of self-advocacy activities may include: filing a complaint, obtaining curb cuts in your community, or requesting and getting an audio loop system installed in City Council Chambers.
b. INDIVIDUAL ADVOCACY – Action on behalf or, for, and most importantly with, an individual. Individual Advocacy focuses on providing training, information, referral, and intervention with individuals. An effective individual advocate seeks to help people develop knowledge and skills for effective future advocacy activities. Individual advocacy may include confronting unacceptable conditions that infringe upon daily living activities and opportunities, learning how to appeal a decision, or of filing a formal complaint.
c. SYSTMES ADVOCACY – Working to create change within a system, agency, jurisdiction, etc.; implementing broad-based strategies to increase availability and accessibility of services and resources; and creating equal opportunities foe independent living for large numbers of people. System advocacy activities may include speaking out on policies, laws, benefits, and/or practices that affect people with disabilities; community organizing; or making legislative contacts, lobbying, testimony, petitions, etc. Specific examples include ensuring one’s jurisdiction has a responsive Para-transit system and using courts to interpret and enforce laws and regulations.
DRC Policy: 4
DEVELOPMENT OF INDEPENDENT LIVING PLANS
Independent Living Plans
All consumers who need assistance beyond information and referral services will be notified of their right to develop an Independent Living Plan (hereafter referred to as ILP). Those consumers who decide not to develop such a plan will be asked to sign a waiver but will still be eligible for all services offered by the Center. The ILP will be maintained in the consumer file.
Unless the consumer signs a waiver, the staff will assist the consumer in developing and periodically reviewing the ILP. If the consumer knowingly and voluntarily signs a waiver stating that an ILP is unnecessary, an ILP will not be required but services and goals will be listed in the consumer files.
Development of an ILP will be initialed after documentation of eligibility has been established. It must indicate the goals and action plan chosen, the service or services to be provided and the anticipated duration of the service program and each component service.
The ILP must be developed and jointly signed by the appropriate staff person and consumer, or if he/she chooses, the consumer’s legally authorized representative. A copy of the ILP and any amendments must be provided in an accessible format to the consumer.
The ILP must be reviewed as often an necessary, but regularly on a six-month basis to determine whether services should be continues, modified, discontinued, or whether the consumer should be referred to some other program of assistance.
The consumer will be given an opportunity to review the ILP, with staff assistance as appropriate and needed, and if necessary, jointly redevelop and agree by signature to its terms.
Consumers should be given a copy of the ILP.
The development of the ILP and the provisions of the IL service shall be coordinated with any services the consumer is receiving from any other agency in order to maximize the potential outcomes.
Establishing Independent Living Goals
In many cases, consumer service requests for assistance exceed information and referral services. In these cases, DRC staff will open a consumer file and facilitate the development ad achievement of independent living goals selected by the consumer. Staff members will only act in an assertive role in this process. Staff will document the IL goals in the consumer’s file and maintain documentation on the consumer’s progress
in achieving those goals. IL Plans will identify dates for review and actual achievement dates.
DRC staff will coordinate the provision of empowerment services necessary for the consumer to achieve their own independent living goals. Staff will facilitate the development and achievement of such independent living goals by providing varying degrees of peer support and/or IL technical assistance.
The consumer may also choose to enlist the assistance of other relevant parties in the development of his/her IL goals. Such relevant parties may include family members, significant others, and service providers. However, in all such cases, staff members will insure to the greatest degree possible that such parties will also act in a facilitative role.
All staff will be committed to coordinating services related to the ILP with all other providers offering services to the consumer. This, of course, must be with the consumer’s written consent.
DRC Policy: 5
CONSUMER FILE
Consumer information will be maintained in two forms. Demographic and other statistical information will be electronically maintained in a database. All consumer documentation will be retained in a hard copy consumer file.
1. Application with documentation concerning eligibility or ineligibility for service(s).
2. The service(s) requested by consume.
3. The ILP developed by the consumer or a waiver signed by the consumer stating that the ILP in unnecessary.
4. The service(s) actually provided to the consumer, and:
5. The consumer’s IL goals or action plan –
A. Staff and consumers will work together to establish IL goals and action plans. These goals and action plans will be developed and monitored whether or not an IL plan is developed; and
B. Achievements of the consumer goals and action pans will be recorded.
6. Consumer contact logs containing documentation regarding contacts, services and activities.
7. Grievance and complaint procedures (CAP)
8. Release of information documentation if appropriate
All consumers shall be provided the opportunity to register to vote and will be provided a packet of information regarding the services of the DRC, their rights as consumers and a general orientation to IL philosophy.
Consumer records will be maintained in such a manner to ensue that confidentiality is guaranteed at all times.
DRC Policy: 6
ELIGIBILITY REQUIREMENTS
ELIGIBILITY
Information is available to anyone calling, writing, or inquiring at DRC. For other services, recipients must posses a disability, have a record of possessing a disability or be regarded as possessing a disability.
As appropriate and with the written permission of the consumer, family members, employers, employees, co-workers, landlords, and friends of consumers may receive services of an advocacy or training nature that will directly assist the consumer.
DRC serves individuals with disabilities. Eligibility is determined by:
1. Presence of a disability that limits one’s ability to function independently in the family or community.
2. A reasonable expectation that the provision of IL services will improve one’s independence or quality of life.
For the provision of the core independent living services (beyond I&R assistance), consumers must self-report the presence of a disability. Eligibility for services will never be denied solely based on the presence of a particular type of disability.
Referrals may be made by any person or agency, but services will be provided to or on behalf of the consumer only with his/her permission.
The geographic are served by DRC includes Bay, Calhoun, Franklin, Gulf, Holmes, Jackson, Liberty, and Washington counties.
Specific grants may have specific eligibility requirements. Consumers will be informed as to any specific requirements for a particular service, outside of the core services.
DRC employees and Board Members are eligible for services with prior approval from the Executive Director.
CLOSE STATUS
No duration limitations will be imposed on the provision of IL services. Staff shall move the file to close status when a consumer has 1) moved out of area, 2) stated that he/she has no further interest in the program, 3) died, 4) achieved all goals set, or 5) does not desire any other service(s). The achievement of an individual’s goals is determined by the consumer who established the goals, not the staff.
ELIGIBILITY
If a determination is made that an applicant for DRC services is not an individual with a disability, staff shall provide documentation of the ineligibility determination. The staff and the consumer must sign and date the documentation.
The staff may determine an applicant to be ineligible for IL services only after a full consultation with the Executive Director and the applicant or if the applicant chooses a representative.
The staff shall notify the applicant in writing of action taken and inform the applicant, or, if the applicant chooses, the applicant’s representative, of the applicant’s rights and means by which the applicant may appeal the action taken.
The staff shall provide a detailed explanation of the availability and purposes of the Client Assistance Program. If appropriate, the staff shall refer the applicant to other agencies and facilities.
DRC Policy: 7
CONFIDENTIALITY AND RELEASEOF CONSUMER INFORMATION
All staff, Board Members, volunteers or any other individuals involved in providing assistance to consumers shall be made aware of the essential nature of confidentiality. Consumers will be informed of their rights to confidentiality during initial contact with DRC. The staff will also explain the conditions for involuntary release of information. Consent to release information shall be time limited and for a specific purpose. There shall be no blank, signed forms in consumer files; all consent to release information forms must be fully completed.
Staff, volunteers, and Board Members will be advised that all information gained or shared, either directly or indirectly, about consumers is private and shall remain confidential. Furthermore, even individuals not involved in direct consumer assistance shall be advised that any information gained or shared in their efforts shall be considered of a confidential nature.
No information shall be released without a signed release from the consumer, Specific requests about consumer progress without express written permission of the consumer will be denied. The release of confidential information shall be evaluated on a need-to-know-basis. The conditions of certain funding constraints allow for contract managers to have access to consumer information. Confidentiality may not be breached except in the following circumstances: 1) when the consumer poses imminent danger to him/herself or other, 2) when abuse or neglect is suspected, 3) court order, or 4) in certain situations as a result of a subpoena.
All information that contains confidential consumer information or confidential employee information MUST be shredded.
DRC Policy: 8
CONDIDENTIALITY OF CONSUMER RECORDS
1. Active consumer files are kept locked in a designated location to limit access and maintain confidentiality. Employees have access to their consumer’s files. Consumers have the right to review their file at any time. All files must be returned to the file cabinet by the close of business each day.
2. Inactive consumer files are kept in a locked filing cabinet designated for inactive files.
3. The representatives of the DRC funding sources, and/or accrediting bodies may review, for bonafide reasons, consumer files.
4. Volunteers are not permitted access to consumer files.
5. After reviewing their record, a consumer and/or their representative may request a conference to challenge the record’s content.
6. Third party records (information generated by persons other than DRC personnel) may not be photocopied or released.
7. Before a release of information may be sought or given, a release of information must be signed by the consumer.
DRC Policy: 9
ALTERNATIVE MODES OF COMMUNICATOIN
POLICY:
DRC is committed, to the maximum extent feasible, to facilitate staff being able to communicate with individuals with disabilities who rely on alternative modes of communication.
PROCEDURE:
1. For visually impaired persons who require written material in an alternative format, DRC staff will arrange for material to be printed either in large print, put on a disk, or printed in Braille, depending upon the preference of the consumers.
2. For hearing impaired persons, DRC staff will consult with their supervisor for current procedure regarding arranging for sign language interpreter services, either in-house if available, or through an outside agency.
DRC Policy: 10
SUSPENSION OF CONSUMEER SERVICES
A consumer may be suspended from utilizing the DRC program and from receiving personal services.
Justification for suspension will be put in writing and the Executive Director will make the final decision. In all cases, the consumer will be referred to another organization, or agency that might help the consumer. When in the judgment of the Executive Director the situation has been satisfactorily resolved, DRC may continue to render services.
DRC Policy: 11
CONSUMER COMPLAINT PROCEDURE
All staff and volunteers must make each consumer aware of the availability of the Client Assistance Program’s ability to provide information and guidance regarding services provided under the Rehabilitation Act and to resolve any disputes or grievances a consumer may have with the Center. At any time the consumer may contact the Advocacy Center for Persons with Disabilities, Inc., Client Assistance Program (CAP). Center staff will also make consumers aware of the Consumer Grievance Procedure.
The consumer may also file a complaint at DRC. The following are the internal procedures:
1. The consumer can discuss the matter with the staff member that he/she feels is not assisting him/her.
2. If not satisfied, the consumer may submit a written or taped statement of their grievance to the Executive Director, who will meet with the consumer to hear their complaint.
3. The Executive Director of the agency will hear the matter and make a decision within two weeks. If the consumer is not satisfied with the Executive Director’s decision, he/she may submit a written statement/tape to the Board of Directors, who will make a final decision within the month.
When the desires of the consumer differ from those of a relative, the rights and wishes of the consumer shall take priority if the consumer has attained the age of majority and has not been adjudicated incompetent.
DRC Policy: 12
STAFF-CONSUMER RELATIONSHIPS
There are several considerations that must be kept in mind, that have a direct impact on the nature of the relationship that should exist between consumers and staff. Such considerations include:
(Staff must continually encourage and support consumers’ autonomy, decision-making, and self-direction. While staff may provide information, support, and guidance, we must always remember and clearly communicate our conviction that consumers should have absolute authority over their own lives.
■ Intimate relationships between staff and consumers are expressly prohibited. It can pose significant dangers to the primary responsibility of the DRC, as stated above, i.e. to focus solely on the consumer’s needs.
■ Such consideration has resulted in the development of the DRC’s policy regarding Staff-Consumer relationships. It is difficult to draft blanket policies that perfectly apply to all people and all circumstances especially when peer support is an essential component of service delivery in a DRC. For this reason, staff is encouraged to carefully consider the nature of relationships they develop with all consumers and to seek guidance from other staff and supervisors whenever uncertainties arise about the best course of action.
■ Therefore, it is the policy of DRC that relationships between staff and consumers be characterized first and foremost, by respect, support and assistance in developing the consumer’s capacity to meet his/her own personal goals. With this caveat in mind, staff should follow the guidelines provided below regarding the nature of their relationships with consumers:
1. The relationship should, at all times, focus on consumer-identified goals and needs.
2. The dignity, autonomy, and personal safety of consumers will be promoted at all times.
3. The relationship between staff and consumers may be friendly, and there may be many social situations where staff-consumer interaction may promote or support the consumer’s personal and professional goals. Staff is encouraged to develop such friendly relations with consumers, to the extent that they remain focused on consumer needs.
4. Staff is prohibited from engaging in relationships with consumers when the fulfillment of their own needs is primary to that of the consumer. Staff should seek consultation with their supervisor to clarify their roles and responsibilities in such circumstances.
5. Any social activities with consumers outside of DRC business hours will generally not be acceptable unless such activity is clearly related to the consumer’s needs and the activity has been discussed and approved by a supervisor prior to the event.
6. Staff members who are members of a profession governed by a code of Professional Ethics or other similar standard of conduct are obligated to comply with such codes/standards.
7. Business relationships such as business investments, partnerships, contracts, or other business transactions with consumers are expressly prohibited.
8. Sexual relationships with consumers are expressly prohibited.
9. The consumer’s right to privacy will be protected at all times. Information about consumers given to or secured by the organization will be used solely to further the consumer’s goal attainment. The following situations may justify exclusions to confidentiality:
■ Child or elder abuse
■ Imminent danger to self or others
Staff who believes exclusion to the confidentiality policy might be justified must seek guidance from the Executive Director prior to taking any actions.
DRC Policy: 13
ADMINISTRATOIN OF MEDICINE AND DRUGS
The Disability Resource Center does not administer medication or drugs to consumers, Staff will:
1. Referral to service providers to obtain medication.
2. Collaboration with service providers to make medications available to consumers at no charge.
3. Arrange for storage of medications for homeless persons at The Shelter for individual use on a daily basis, in accordance with the policies of The Shelter.
4. Application for Patient Assistance services to assist consumers obtains medications not otherwise available.
DRC Policy: 14
UNIVERSAL PRECAUTIONS
No qualified individual with a disability shall, by reason of such disability, be excluded from participation in or be denied the benefits of services, programs or activities of a public entity, or be subject to discrimination by such entity. As staff is required to practice universal precautions at all times. The Executive Director will insure that annual universal precaution training takes place and that appropriate items for staff use are available.
DRC Policy: 15
LOAN ITEMS/EQUIPMENT
The following items are available for loan to DRC consumers:
1. Wheelchairs
2. Walkers
3. Canes
4. Portable commodes
5. Shower benches
6. Crutches
7. Other designated equipment
Employees will fill out an inventory sheet and give a copy to Administrative Assistant.
Consumers will sign a loan agreement.
At the end of the loan period, the equipment must be returned to the DRC in approximately the same condition as received less normal depreciation.
DRC Policy: 16
MEDICAL DISPOSABLES
Medical disposables are items typically not covered by Medicaid or other Insurance. This may include bed pads, briefs, catheters, diabetic test strips, syringes, etc.
A consumer may refer him/herself or an agency may request medical disposables on behalf of the consumer. The number of consumes served is contingent upon funding.
DRC also has limited funds available for emergency use of medical disposables. The funding for medical disposables is generated from unrestricted funds such as fundraising and donations. Due to limited funds the State of Florida Division of Education, Department of Vocational Rehabilitation and the U.S. Department of Education funds does not cover this expense.
DRC Policy: 17
AGREEMENT OF UNDERSTANDING
Staff will provide all open consumers with an Agreement of Understanding to ensure that consumers fully understand the eligibility criteria, the services which they may receive from DRC, and the policies regarding confidentiality and non-discrimination. Staff will review the agreement with consumers and then both the staff member and the consumer will sign it. A copy is to be provided to the consumer and the original to be kept in the file.
DRC Policy: 18
CASE NOTES AND ACUITY LEVEL
When a consumer file is first opened to provide services the consumer will be evaluated on their acuity level. This acuity level will determine the minimum number of contacts with the consumer. The goal is to establish a plan of care that is individualized to the consumers needs. The main focus is to let the person live independently and to move people from a level 3 to a level 1 and then close the file once the goal has been met.
Consumer files must be closed for the following reasons:
• The consumer wishes not to receive any services.
• The goal has been met and can live independent.
• The consumer moves out of the area.
• The consumer is incarcerated for more than 30 days.
• The consumer Dies.
Lost contact with consumer (consumer has moved and location of consumer is unknown)
Level 1: Low Acuity Contact once every quarter.
Consumer needs a short term goal accomplished.
Consumer has moved down from a level 2
Consumer only needed a piece of equipment from the loan locker.
Level 2: Moderate Acuity Contact twice every quarter.
Consumer needs a medium range goal accomplished
Consumer has moved down from a level 3
Consumer has a sever disability but has a network of support to live independent. ( a quadaplegic could fall into this level if there is a strong support system)
Level 3: High Acuity Contact every months.
Consumer needs a complex set of goals accomplished. Staff will provide a minimum monthly contact at first to get the goals and plan for an individualized plan. This plan will be more in-depth to provide for an individualized plan (Ex. Moving someone out of a nursing home.)
Consumer needs routine contact to remain independent A Life coach is needed to stay out of a nursing home or to prevent homelessness.
Consumer is a quadaplegic and needs assistance to live independent. The consumer needs to establish a better and stronger support system to live independent.
DRC Policy: 19 GIFT CARDS TO CONSUMERS
Purpose: DRC purchased Wal-Mart gift cards for the purpose of consumer post- emergency/disaster needs as well as emergency incidental expenses.
Emergency/disaster defined as any local emergency or natural disaster that interrupts services and supplies to consumers.
Incidental emergencies defined as a consumers need for emergency clothing, food, personal hygiene or cleaning supplies as it relates to their IL goal.
Process: In order for an IL Specialist to issue a gift card to a consumer the Specialist must first assess the need and determine it is appropriate as it relates to the consumer’s IL goal. This must be documented in a case note and printed to be attached to the request. The Specialist must also show that all other resources were exhausted before requesting a gift card.
Specialist will give printed case notes to the Customer Service Rep., who will attached a Request and give to ED for approval. After request is approved the gift card and will be issued to the Specialist. The Specialist will get the consumer’s signature on the Receipt of Supplies or Equipment form for consumers CSR.
Effective Date: July 1, 2008
Consumer Policies & Procedures Handbook Acknowledgment and Receipt
The Disability Resource Center (DRC) has prepared this Consumer Policies & Procedures handbook as a guide regarding its policies, procedures, and other information to assist employees during the course of their employment. However, it is impractical to attempt to address every issue that may arise. Therefore, the DRC reserves the right to make changes in the content or application of its policies, procedures, and other provisions as it deems appropriate.
By my signature below, I acknowledge that I have received, read, and understand this Consumer Policies & Procedures handbook. I agree to comply with all the policies, procedures, and requirements of the DRC, and understand that my continued employment constitutes acceptance of any changes that may be made in content or application of the handbook.
_________________________ ________________________ __________
Employee Name (Printed) Employee Signature Date
Consumer Policies & Procedures Handbook Acknowledgment and Receipt
The Disability Resource Center (DRC) has prepared this Consumer Policies & Procedures handbook as a guide regarding its policies, procedures, and other information to assist employees during the course of their employment. However, it is impractical to attempt to address every issue that may arise. Therefore, the DRC reserves the right to make changes in the content or application of its policies, procedures, and other provisions as it deems appropriate.
By my signature below, I acknowledge that I have received, read, and understand this Consumer Policies & Procedures handbook. I agree to comply with all the policies, procedures, and requirements of the DRC, and understand that my continued employment constitutes acceptance of any changes that may be made in content or application of the handbook.
_________________________ ________________________ __________
Employee Name (Printed) Employee Signature Date
Peer Counselor Code of Ethics
The following ethical standards are relevant to the professional activities of all Peer counselors. Some of the standards that follow are enforceable guidelines for professional conduct, and some are inspirational. The extent to which each standard is enforceable is a matter of the Executive Directors’ professional judgment to be exercised for reviewing alleged violations of ethical standards.
Peer counseling: Disability Resource Center offer a service in which a person with a disability can work with other persons who have disabilities and who are living independently in the community. The objective is to explore options and to solve problems that sometimes occur for people with disabilities, for example, making adjustments to a newly acquired disability, experiencing changes in living arrangements, or learning to use community services more effectively.
A Peer counselor normally does not have certification as a professional counselor. A Peer counselor is a person with a disability talking about their experiences living independently to another person with a disability. A Peer counselor must have a disability but not necessarily the same disability as the person he/she talks with. The Peer counselor must be willing to share his/her life experiences of living independently with a disability. The experiences include but are not limited to employment discrimination, access to good and services discrimination, access to assistive devices and reasonable accommodation discrimination.
1. Responsibility to Consumers: Peer Counselors’ primary responsibility is to promote the well-being of consumers. In general, consumers’ interests are primary. However, peer counselors’ responsibility to the larger society or specific legal obligations may on limited occasions supersede the loyalty owed consumers, and consumers should be so advised. (Examples include when a peer counselor is required by law to report that a consumer has abused a child or has threatened to harm self or others.)
2. Choice: Peer Counselors respect and promote the right of consumer’s choice and assist consumers in their efforts to identify and clarify their goals. Peer Counselors may limit consumers’ right to individual -choice when, in the peer counselors’ professional judgment, consumers’ actions or potential actions pose a serious, foreseeable, and imminent risk to themselves or others.
3. Literacy:
(a) In instances when consumers are not literate or have difficulty understanding the primary language used in the practice setting, peer counselors should take steps to ensure consumers’ comprehension. This may include providing consumers with a detailed verbal explanation or arranging for a qualified sign language interpreter or translator whenever possible.
(b) In instances when consumers have difficulty understanding verbal, written or signed words, peer counselors should protect consumers’ interests by seeking permission from an appropriate third party. In such instances peer counselors should seek to ensure that the third party acts in a manner consistent with consumers’ wishes and interests. Peer Counselors should take reasonable steps to enhance such consumers’ ability to make an informed decision.
(c) Peer Counselors who provide services via electronic media (such as computer, telephone, radio, and television) should inform recipients of the limitations and risks associated with such services.
(f) Peer Counselors must obtain consumers’ consent before audio taping or videotaping consumers or permitting observation of services to consumers by a third party.
4. Peer Counselor Competence:
(a) Peer Counselors should provide services and represent themselves as competent only within the boundaries of their education, training, license, certification, consultation received, supervised experience, or other relevant professional experience.
(b) Peer Counselors should provide services in substantive areas or use intervention techniques or approaches that are new to them only after engaging in appropriate study, training, consultation, and supervision from people who are competent in those interventions or techniques. Examples include use of TDD, speech software, assistive devices, etc.
(c) When generally recognized standards do not exist with respect to an emerging area of technology, peer counselors should exercise careful judgment and take responsible steps (including appropriate education, research, training, consultation with other peer counselors, and supervision) to ensure the competence of their work and to protect consumers from harm.
5. Cultural and Diversity of People with Disabilities
(a) Peer Counselors should understand culture and its function in human behavior, disability groups, and society, recognizing the strengths that exist in all cultures.
(b) Peer Counselors should have a knowledge base of their consumers’ cultures and be able to demonstrate competence in the provision of services that are sensitive to consumers’ cultures and to differences among people with disabilities and cultural groups.
(c) Peer Counselors should obtain education about and seek to understand the nature of social diversity and oppression with respect to race, ethnicity, national origin, color, sex, sexual orientation, age, marital status, political belief, religion, and mental or physical disability.
6. Conflicts of Interest:
(a) Peer Counselors should be alert to and avoid conflicts of interest that interfere with the exercise of professional discretion and impartial judgment. Peer Counselors should inform consumers when a real or potential conflict of interest arises and take reasonable steps to resolve the issue in a manner that makes the consumers’ interests primary and protects consumers’ interests to the greatest extent possible. In some cases, protecting consumers’ interests may require termination of the professional relationship with proper referral of the consumer.
(b) Peer Counselors should not take unfair advantage of any professional relationship or exploit others to further their personal, religious, political, or business interests.
(c) Peer Counselors should not engage in dual or multiple relationships with consumers or former consumers in which there is a risk of exploitation or potential harm to the consumer. In instances when dual or multiple relationships are unavoidable, peer counselors should take steps to protect consumers and are responsible for setting clear, appropriate, and culturally sensitive boundaries. (Dual or multiple relationships occur when peer counselors relate to consumers in more than one relationship, whether professional, social, or business. Dual or multiple relationships can occur simultaneously or consecutively.)
(d) When peer counselors provide services to two or more people who have a relationship with each other (for example, couples, family members), peer counselors should clarify with all parties that individuals will be considered consumers. Peer counselors who anticipate a conflict of interest among the individuals receiving services or who anticipate having to perform in potentially conflicting roles. For example, when a peer counselor is asked to testify in a child custody dispute or divorce proceedings involving consumers) should clarify their role with the parties involved and take appropriate action to minimize any conflict of interest.
7. Privacy and Confidentiality:
(a) Peer Counselors should respect consumers’ right to privacy. Peer Counselors should not solicit private information from consumers unless it is essential to providing services or research. Once private information is shared, standards of confidentiality apply.
(b) Peer Counselors may disclose confidential information when appropriate with valid consent from a consumer or a person legally authorized to consent on behalf of a consumer.
(c) Peer Counselors should protect the confidentiality of all information obtained in the course of professional service, except for compelling professional reasons. The general expectation that peer counselors will keep information confidential does not apply when disclosure is necessary to prevent serious, foreseeable, and imminent harm to a consumer or other identifiable person. In all instances, peer counselors should disclose the least amount of confidential information necessary to achieve the desired purpose; only information that is directly relevant to the purpose for which the disclosure is made should be revealed.
(d) Peer Counselors should inform consumers, to the extent possible, about the disclosure of confidential information and the potential consequences, when feasible before the disclosure is made. This applies whether peer counselors disclose confidential information on the basis of a legal requirement or consumer consent.
(e) Peer Counselors should discuss with consumers and other interested parties the nature of confidentiality and limitations of consumers’ right to confidentiality. Peer Counselors should review with consumer’s circumstances where confidential information may be requested and where disclosure of confidential information may be legally required. This discussion should occur as soon as possible in the peer counselor-consumer relationship and as needed throughout the course of the relationship.
(f) Peer Counselors should not disclose confidential information to third-party payers unless consumers have authorized such disclosure.
(g) Peer Counselors should not discuss confidential information in any setting unless privacy can be ensured. Peer Counselors should not discuss confidential information in public or semipublic areas such as hallways, waiting rooms, elevators, and restaurants.
(h) Peer Counselors should protect the confidentiality of consumers during legal proceedings to the extent permitted by law. When a court of law or other legally authorized body orders peer counselors to disclose confidential or privileged information without a consumer's consent and such disclosure could cause harm to the consumer, peer counselors should request that the court withdraw the order or limit the order as narrowly as possible or maintain the records under seal, unavailable for public inspection.
(i) Peer Counselors should protect the confidentiality of consumers when responding to requests from members of the media.
(j) Peer Counselors should protect the confidentiality of consumers’ written and electronic records and other sensitive information. Peer Counselors should take reasonable steps to ensure that consumers’ records are stored in a secure location and that consumers’ records are not available to others who are not authorized to have access.
(k) Peer Counselors should take precautions to ensure and maintain the confidentiality of information transmitted to other parties through the use of computers, electronic mail, facsimile machines, telephones and telephone answering machines, and other electronic or computer technology. Disclosure of identifying information should be avoided whenever possible.
(l) Peer Counselors should transfer or dispose of consumers’ records in a manner that protects consumers’ confidentiality and is consistent with state statutes governing records.
(m) Peer Counselors should take reasonable precautions to protect consumer confidentiality in the event of the peer counselor's termination of practice, incapacitation, or death.
(n) Peer Counselors should not disclose identifying information when discussing consumers for teaching or training purposes unless the consumer has consented to disclosure of confidential information.
(o) Peer Counselors should not disclose identifying information when discussing consumers with consultants unless the consumer has consented to disclosure of confidential information or there is a compelling need for such disclosure.
(p) Peer Counselors should protect the confidentiality of deceased consumers consistent with the preceding standards.
8. Access to Records:
(a) Peer Counselors should provide consumers with reasonable access to records concerning the consumers. Peer Counselors who are concerned that consumers’ access to their records could cause serious misunderstanding or harm to the consumer should provide assistance in interpreting the records and consultation with the consumer regarding the records. Peer Counselors should limit consumers’ access to their records, or portions of their records, only in exceptional circumstances when there is compelling evidence that such access would cause serious harm to the consumer. Both consumers’ requests and the rationale for withholding some or all of the record should be documented in consumers’ files.
(b) When providing consumers with access to their records, peer counselors should take steps to protect the confidentiality of other individuals identified or discussed in such records.
9. Consumer Relationships:
Peer Counselors should only engage in a professional relationship with a consumer. Meeting one on one with a consumer outside the office is not advisable.
Peer Counselors should not transport a consumer in the peer counselor’s or consumer’s vehicle.
10. Sexual Relationships:
Peer Counselors should under no circumstances engage in sexual activities or sexual contact with current consumers, whether such contact is consensual or forced.
Peer Counselors should not engage in sexual activities or sexual contact with consumers’ relatives or other individuals with whom consumers maintain a close personal relationship when there is a risk of exploitation or potential harm to the consumer. Sexual activity or sexual contact with consumers’ relatives or other individuals with whom consumers maintain a personal relationship has the potential to be harmful to the consumer and may make it difficult for the peer counselor and consumer to maintain appropriate professional boundaries. Peer Counselors--not their consumers, their consumers’ relatives, or other individuals with whom the consumer maintains a personal relationship--assume the full burden for setting clear, appropriate, and culturally sensitive boundaries.
Peer Counselors should not engage in sexual activities or sexual contact with former consumers because of the potential for harm to the consumer. If peer counselors engage in conduct contrary to this prohibition or claim that an exception to this prohibition is warranted because of extraordinary circumstances, it is peer counselors--not their consumers--who assume the full burden of demonstrating that the former consumer has not been exploited, coerced, or manipulated, intentionally or unintentionally.
Peer Counselors should not provide services to individuals with whom they have had a prior sexual relationship. Providing services to a former sexual partner has the potential to be harmful to the individual and is likely to make it difficult for the peer counselor and individual to maintain appropriate professional boundaries.
Peer Counselors who function as supervisors or educators should not engage in sexual activities or contact with supervisees, students, trainees, or other individuals over whom they exercise professional authority.
Peer Counselors should avoid engaging in sexual relationships with other peer counselors when there is potential for a conflict of interest. Peer Counselors who become involved in, or anticipate becoming involved in, a sexual relationship with another peer counselor have a duty to transfer professional responsibilities, when necessary, to avoid a conflict of interest.
11. Physical Contact with a Consumer: Peer Counselors should not engage in physical contact with consumers when there is a possibility of psychological harm to the consumer as a result of the contact (such as cradling or caressing consumers). Peer Counselors who engage in appropriate physical contact with consumers are responsible for setting clear, appropriate, and culturally sensitive boundaries that govern such physical contact.
Sexual Harassment:
Peer Counselors should not sexually harass consumers. Sexual harassment includes sexual advances, sexual solicitation, requests for sexual favors, and other verbal or physical conduct of a sexual nature.
Peer Counselors should not sexually harass supervisees, students, trainees, or colleagues. Sexual harassment includes sexual advances, sexual solicitation, requests for sexual favors, and other verbal or physical conduct of a sexual nature.
13. Derogatory Language: Peer Counselors should not use derogatory language in their written or verbal communications to or about consumers. Peer Counselors should use accurate and respectful language in all communications to and about consumers.
14. Payment for Services:
When setting fees, peer counselors should ensure that the fees are fair, reasonable, and commensurate with the services performed. Consideration should be given to consumers’ ability to pay.
Peer Counselors should not solicit a private fee or other remuneration for providing services to consumers who are entitled to such available services through the peer counselors’ employer or agency.
15. Consumers With Limited Decision-Making Capacity: When peer counselors act on behalf of consumers who lack the capacity to make informed decisions, peer counselors should take reasonable steps to safeguard the interests and rights of those consumers.
16. Termination of Services:
Peer Counselors should not terminate services to consumers without authorization from the Executive Director of the DRC.
Peer Counselors should take reasonable steps to avoid abandoning consumers who are still in need of services. Peer Counselors should withdraw services precipitously only under unusual circumstances, giving careful consideration to all factors in the situation and taking care to minimize possible adverse effects. Peer Counselors should assist in making appropriate arrangements for continuation of services when necessary.
Peer Counselors should not terminate services to pursue a social, financial, or sexual relationship with a consumer.
Peer Counselors who anticipate the termination or interruption of services to consumers should notify consumers promptly and seek the transfer, referral, or continuation of services in relation to the consumers’ needs and preferences.
Peer Counselors who are leaving an employment setting should inform consumers of appropriate options for the continuation of services and of the benefits and risks of the options.
17. Respect:
Peer Counselors should treat consumers, other peer counselors, volunteers and staff with respect.
Peer Counselors should avoid unwarranted negative criticism of other peer counselors, volunteers and staff in communications with consumers or with other professionals. Unwarranted negative criticism may include demeaning comments that refer to other peer counselors, volunteers and staff level of competence or to individuals' attributes such as race, ethnicity, national origin, color, sex, sexual orientation, age, marital status, political belief, religion, and mental or physical disability.
Peer Counselors should cooperate with other peer counselors, volunteers and staff when such cooperation serves the well-being of consumers.
18. Disputes Between Another Peer Counselor and Management:
Peer Counselors should not take advantage of a dispute between another peer counselor and management to obtain a position or otherwise advance the Peer counselors' own interests.
Peer Counselors should not exploit consumers in disputes with another peer counselor or engage consumers in any inappropriate discussion of conflicts between a peer counselor.
Consultation with other Peer Counselors:
Peer Counselors should seek the advice and counsel of other peer counselors, volunteers and staff whenever such consultation is in the best interests of consumers.
Peer Counselors should keep themselves informed about other peer counselors, volunteers and staff areas of expertise and competencies. Peer Counselors should seek consultation only from other Peer counselors who have demonstrated knowledge, expertise, and competence related to the subject of the consultation.
When consulting with other peer counselors about consumers, peer counselors should disclose the least amount of information necessary to achieve the purposes of the consultation.
20. Referral for Services:
Peer Counselors should refer consumers to other professionals when the other professionals' specialized knowledge or expertise is needed to serve consumers fully or when Peer Counselors believe that they are not being effective or making reasonable progress with consumers and that additional service is required.
Peer Counselors who refer consumers to other professionals should take appropriate steps to facilitate an orderly transfer of responsibility. Peer Counselors who refer consumers to other professionals should disclose, with consumers' consent, all pertinent information to the new service providers.
23. Impairment of Peer Counselors:
Peer Counselors who have direct knowledge of another peer counselor’s impairment that is due to personal problems, psychosocial distress, substance abuse, or mental health difficulties and that interferes with practice effectiveness should consult with that peer counselor when feasible and assist the peer counselor in taking remedial action.
Peer Counselors who believe that another peer counselor's impairment interferes with practice effectiveness and that the peer counselor has not taken adequate steps to address the impairment should take action through appropriate channels established by the Executive Director.
24. Incompetence of Peer Counselors:
Peer Counselors who have direct knowledge of another peer counselor’s incompetence should consult with that peer counselor when feasible and assist the peer counselor in taking remedial action.
Peer Counselors who believe that a peer counselor is incompetent and has not taken adequate steps to address the incompetence should take action through appropriate channels established by the Executive Director.
Unethical Conduct of Peer Counselors:
Peer Counselors should take adequate measures to discourage, prevent, expose, and correct the unethical conduct of another peer counselor.
Peer Counselors should be knowledgeable about established policies and procedures for handling concerns about other peer counselors, volunteers and staff unethical behavior. These include policies and procedures created by the Executive Director.
Peer Counselors who believe that a peer counselor has acted unethically should seek resolution by discussing their concerns with the peer counselor when feasible and when such discussion is likely to be productive.
When necessary, peer counselors who believe that other peer counselors, volunteers and staff have acted unethically should take action through appropriate formal channels outlined in the DRC’s policies and procedures manual.
Peer Counselors should defend and assist other peer counselors who are unjustly charged with unethical conduct.
Consumer Service Records (CSR’s):
Peer Counselors should take reasonable steps to ensure that documentation in CSR’s is accurate and reflects the services provided.
Peer Counselors should include sufficient and timely documentation in CSR’s to facilitate the delivery of services and to ensure continuity of services provided to consumers in the future.
Peer Counselors' documentation should protect consumers' privacy to the extent that is possible and appropriate and should include only information that is directly relevant to the delivery of services.
Peer Counselors should store records following the termination of services to ensure reasonable future access. Records should be maintained for the number of years required by state statutes or relevant contracts.
27. Discrimination: Peer Counselors should not practice, condone, facilitate, or collaborate with any form of discrimination on the basis of race, ethnicity, national origin, color, sex, sexual orientation, age, marital status, political belief, religion, or mental or physical disability.
28. Private Conduct: Peer Counselors should not permit their private conduct to interfere with their ability to fulfill their professional responsibilities.
29. Dishonesty, Fraud, and Deception: Peer Counselors should not participate in, condone, or be associated with dishonesty, fraud, or deception.
30. Impairment:
Peer Counselors should not allow their own personal problems, psychosocial distress, legal problems, substance abuse, or mental health difficulties to interfere with their professional judgment and performance or to jeopardize the best interests of people for whom they have a professional responsibility.
Peer Counselors whose personal problems, psychosocial distress, legal problems, substance abuse, or mental health difficulties interfere with their professional judgment and performance should immediately seek consultation and take appropriate remedial action by seeking professional help, making adjustments in workload, terminating practice, or taking any other steps necessary to protect consumers and others.
31. Misrepresentation:
Peer Counselors should make clear distinctions between statements made and actions engaged in as a private individual and as a representative of the DRC.
Peer Counselors who speak on behalf of DRC should accurately represent the official and authorized positions of the organizations.
Peer Counselors should ensure that their representations to consumers, agencies, and the public of professional qualifications, credentials, education, competence, affiliations, and services provided, or results to be achieved are accurate. Peer Counselors should claim only those relevant professional credentials they actually possess and take steps to correct any inaccuracies or misrepresentations of their credentials by others.
32. Solicitations:
Peer Counselors should not engage in uninvited solicitation of potential consumers who, because of their circumstances, are vulnerable to undue influence, manipulation, or coercion.
Peer Counselors should not engage in solicitation of testimonial endorsements (including solicitation of consent to use a consumer's prior statement as a testimonial endorsement) from current consumers or from other people who, because of their particular circumstances, are vulnerable to undue influence.
Volunteer Policy
Disability Resource Center (DRC) will select volunteers and provide a program whereby their term of service, tasks, responsibility and authority are fully controlled by the agency’s Executive Director and/or his designee. After being selected, the volunteer will be required to undergo a training and orientation. After completion of such program, the volunteer will sign a written agreement to abide by agency policy and procedure prior to assignment. The Executive Director may curtail, postpone, or discontinue the services of a volunteer for due cause. All volunteers will be restricted from performing or substituting on other staff duties.
Procedures:
A. Volunteers will be selected to perform tasks such as facility improvement, education or recreational events, depending on their area of expertise.
B. Volunteer responsibility and authority will be fully controlled by the Executive Director and/or his designee.
C. Prior to assignment, Volunteers will:
1. Be interviewed.
2. Receive orientation to the program:
a. Brief history of the agency.
b. Program philosophy and description
c. Familiarization with agency policy and procedure
d. Tour and introduction to available staff
Any training received will be appropriate to the nature of the volunteer’s assignment.
D. Policy Agreement: Upon acceptance into the program, the volunteer will sign an agreement to abide by the agency policy and procedures. The signed agreement will be placed in the volunteers’ file. The Volunteer will also sign a confidentiality agreement, which is also placed in his/her file.
E. Volunteer Coordinator:
The Director will:
1. Select volunteers for facility improvement, peer mentoring, special events, etc.
2. Train, supervise, and evaluate volunteers.
3. Hours and types of service provided will be documented and placed in volunteer files. Documentation of disciplinary problems/violations will be retained on file.
F. Allegations of misconduct by a volunteer shall be reported to the Executive Director. If the Executive Director concurs that these allegations are substantive, appropriate action will be taken. All of the above will be documented.
G. The Executive Director may curtail, postpone, or discontinue the services of any volunteer for due cause.
Social Media
In general, CIL views personal websites and blogs positively, and it respects the right of employees to use them as a medium of self-expression. If you choose to identify yourself as a CIL employee or to discuss matters related to our technology or business on your website or blog, please bear in mind that, although you and we view your website/blog/social media account as a personal project and a medium of personal expression, some readers may nonetheless view you as a de facto spokesperson for CIL. In light of this possibility, we ask that you observe the following guidelines:
1. Please make it clear to your readers that the views you express are yours alone and that they do not necessarily reflect the views of [CIL]. To help reduce the potential for confusion, put the following notice - or something similar- in a reasonably prominent place on your site (e.g., at the bottom of your “about me” page):
“The views expressed on this website/blog are mine alone and do not necessarily reflect the views of my employer.”
Many individuals put a disclaimer on their social media page stating who they work for, but that they’re not speaking officially. This is good practice. It’s not necessary to post this notice on every page, but please use reasonable efforts to draw attention to it.
2. Do not disclose any information that is confidential or proprietary to CIL or to any third party that has disclosed information to us. For good measure, consult CIL’s confidentiality policy for guidance about what constitutes confidential Information.
3. CIL logos, materials or trademarks may not be used without the express permission of CIL.
4. Please remember that your employment gives CIL certain rights with respect to concepts and developments you produce that are related to our business. To avoid conflicts or discrepancies, please consult the Human Resources Director if you have questions about the appropriateness of publishing such concepts or developments related to CIL’s business on your site.
5. Since the site is a public space, we hope you will be as respectful to CIL, our employees, our customers, our partners and affiliates, and others (including our competitors) as CIL itself endeavors to be.
6. Using your social media page to harass or make discriminatory comments about co-workers, vendors and/or customers in violation of CIL’s harassment & discrimination policies is prohibited.
7. Anything posted on an employee’s website is subject to all other corporate policies, rules, regulations and guidelines in the employee handbook or any other source.
8. Finally, please be aware that CIL may request that you temporarily confine your social media commentary to topics unrelated to the Company (or, in rare cases, that you temporarily suspend your social media account altogether) if it believes this is necessary or advisable to ensure compliance with securities regulations or other laws.
If you have any questions about these guidelines or any matter related to your site that these guidelines do not address, please direct them to the Human Resources Director
Brief Summary:
➢ Make it clear that the views expressed on your social media page are yours alone and do not necessarily represent the views of your employer.
➢ Respect the Company’s confidentiality and proprietary information.
➢ Ask the Human Resources Director if you have any questions about what is appropriate to include on your social media page.
➢ Be respectful to CIL’s, employees, customers, partners, and competitors.
➢ Understand when CIL asks that topics not be discussed for confidentiality or legal compliance reasons.
➢ Ensure that your blogging activity does not interfere with your work.
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