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The Provider
1. What is the provider’s mission? Does it encompass the services and the intent I am seeking?
2. Is the provider certified, accredited or licensed and by whom? How does the provider describe the standards of service the organization has adopted? How can I obtain the most recent licensing survey?
3. How long has the agency been in business? What is its history and is it located in other counties or states?
4. What kind of safety measures does the provider have to guarantee services and protect quality supports?
5. What is the size of the organization and the number of staff? What is the total combined years of experience with developmental disabilities for the management staff?
6. Does the agency have a parent organization? What role does it play? In addition to the parent organization, what associations/membership organizations is the agency affiliated with?
7. How does the agency make sure people are treated with respect?
8. How many people with developmental disabilities and family members are on the board of directors?
9. Does the agency have any written materials that we can take with us regarding entrance and exit criteria and frequently asked questions?
10. Does the agency have good relationships with neighbors and/or neighborhood associations where people live? How are relationships nurtured and maintained?
11. Is the provider a for-profit or not-for-profit organization?
Consumer Choice/Empowerment
1. How does the agency actively assist people to make choices?
2. Does the agency encourage and support people to be active with self-advocacy groups? How?
3. How much say does the person receiving services have in deciding and selecting the staff that works with them?
4. How much say does the person receiving services have in deciding where he/she lives and with whom she/he lives?
5. How does the agency help people learn to be a part of their community?
6. Do people have keys to their own home or apartment?
7. Can friends and family visit anytime? How much notice do family and friends have to give before a visit?
8. How does the agency provide for privacy for the person?
9. How does the agency respond to life changes such as marriage, retirement, shift work, complications of aging, medical issues and so on?
References
1. Can references be provided?
Programs and Services
1. Is the provider connected to other programs that my family member or friend might need such as day support or work programs? How are they connected?
2. What and how does the provider routinely report to families? How often? How do I know what progress has been made on goals?
3. How does the agency handle a person’s finances or funds (sheltered work pay or personal allowance in a residential program)?
4. How are services individualized to meet individual needs?
5. If my family member is competent, will I be involved in planning activities?
6. How much notice do I have to give before a visit?
Guardianships/Trusts
1. Does the provider have a guardianship program? How do I receive information on the program?
2. Does the agency provide the tools necessary to protect government benefits, such as the use of supplemental needs trusts?
Advocacy/Education
1. Does the provider assist parents in planning their children’s educations with Committees on Preschool Education (CPSE) and Committees on Special Education (CSE)?
2. What types of advocacy does the provider offer?
Staff
1. Ask the agency to describe the screening process it uses to hire staff.
2. What training does the agency offer staff?
3. What is the turnover rate for direct service staff? For administrative staff?
4. And what is back up plan for the staff call-ins?
5. What mechanism is used for supervision, evaluation and dismissal of staff?
6. How can families and consumers reach different staff at all levels in an emergency after office hours?
Behavior/Treatment/Medication
1. What kind of safety measures does the provider have to protect and assure treatment?
2. How does the provider handle behavior problems? What backup systems are in place for medical or behavioral emergencies?
3. What are the policies regarding medication and its administration?
Discharge
1. What percentage of the total number of people served were discharged from the program in the last year?
2. What procedures are used to discharge an individual?
3. Why did the people discharged from the program leave?
4. How many people discharged from the program moved to less supervised settings, or situations with fewer supports?
Recreation/Transportation
1. What recreational and social activities do people participate in? How individualized, accessible and consistent are they? How often do people participate in these activities? What happens when individuals choose not to participate?
2. What kind of transportation is available during the week? On weekends?
Complaints
1. How are complaints handled? Whom do I call with a problem?
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