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Operations Guide 

7. Organization and Procedural Standards

1. Name

  1. Inclusion of Phrase “Aging and Disability Resource Center” in the Name The Aging and Disability Resource Center shall have a name that begins with the phrase “Aging and Disability Resource Center” and shall include this name in all of its advertising and materials, including any telephone book listings.

2. Governing Board

  1. ADRC Governing Boards (Information Bulletin #16) (PDF, 35 KB)

3. Organization Structure

  1. Organizational Separation Between ADRCs and MCOs to Avoid Conflicts of Interest (Information Bulletin #4) (PDF, 36 KB)

4. Multi-County ADRCs

  1. Multi-County ADRCs (Information Bulletin #7) (PDF, 30 KB)
  2. Financial Incentives in Support of Multi-County
    ADRCs     (Information Bulletin #14) (PDF, 68 KB)

5. Staffing

  1. Staff of the Aging and Disability Resource Center and any of its subcontractors who provide information and assistance, benefit counseling, or options counseling or who perform long term care functional screening or other professional responsibilities shall possess the skills and knowledge necessary to perform all of their required responsibilities.
  2. Form for requesting waiver of staff education and experience requirements (DHS form F00054) (PDF, 42 KB)

6. Cultural Competence and Diversity

  1. National Center for Cultural Competence (exit DHS)

7. Accommodation and Accessibility

  1. Providing Materials Understandable to Non-English Speaking People: The Aging and Disability Resource Center shall have the capacity to provide, in a timely fashion, materials in alternate formats to accommodate persons who are non- English speaking and persons with physical disabilities (e.g., Braille, large print).
  2. ADA/Accessibility (Information Bulletin #5) (PDF, 40 KB)

8. Complaints and Grievances

  1. State Fair Hearing Process
  2. Complaint and Appeal Model Policy

9. Quality Assurance/Quality Improvement Process

  1. Aging and Disability Resource Centers shall develop and implement a written quality assurance and quality improvement plan (Policy and Procedure Guidelines, October 8, 2010) (PDF, 70 KB) designed to ensure and improve outcomes for its client population. The plan shall be approved by the Department and shall include at least all of the following components:
  1. Identification of performance goals, specific to the needs of the resource center's customers, including any goals specified by the Department.
  2. Identification of objective and measurable indicators of whether the identified goals are being achieved, including any indicators specified by the Department.
  3. Identification of timelines within which goals will be achieved.
  4. Description of the process that the resource center will use to gather feedback from the resource center's customers and staff and other sources on the quality and effectiveness of the resource center's performance.
  5. Description of the process the resource center will use to monitor and act on the results and feedback received.
  6. A process for regularly updating the plan, including a description of the process the resource center will use for annually assessing the effectiveness of the quality assurance and quality improvement plan and the impact of its implementation on outcomes.

10. Access to and Confidentiality of Records

  1. The Aging and Disability Resource Center shall ask an individual or, when applicable, the individual’s guardian or activated power of attorney for health care to sign a release of information form for any confidential record that the Aging and Disability Resource Center needs to examine. The records and related signed release of information forms shall be kept in the file that the ADRC has for the individual.
  2. HIPPA US Department of Health and Human Services (exit DHS)

11. Reporting and Records

  1. The Aging and Disability Resource Center shall submit the following documents and reports to the Department in accordance with the following provisions:
  1. Reports to Claim Federal Medicaid Match: Staff of the Aging and Disability Resource Center and its subcontractors shall complete daily activity logs (aka 100% time reports) using the spreadsheet format provided by the Department for the purpose of claiming Medicaid administration match for eligible Aging and Disability Resource Center services. Samples of the daily activity logs shall be submitted to the Department on request. 
  2. Quarterly Activity Reports: The Aging and Disability Resource Center shall submit encounter data to the Department’s data warehouse quarterly, following instructions provided by the Department (see ADRC Reporting at
    http://www.dhs.wisconsin.gov/ltcare/adrc/professionals/
    referencetools/reporting.htm    ) The Aging and Disability Resource Center shall submit its encounter data the Department electronically no later than the last day of the month immediately following the end of the quarter for which the report is prepared.
  3. Governing Board Minutes: The Aging and Disability Resource Center shall make the minutes of any governing board or committee meeting available to the Department upon request.
  4. Disability Benefit Specialist Report: The Aging and Disability Resource Center shall maintain a Disability Benefit Specialist client database and make it available to the Department, consistent with Department procedures.
  5. Monthly Expenditure Report on DMT Form 862 or DMT Electronic Form 600: The Aging and Disability Resource Centers shall report monthly expenditures to the Department on the DMT Form 862 or on the DMT Electronic Form 600 in accordance with the applicable Department instructions for the completion and submission of these forms.
  6. Annual Expenditure Report: The Aging and Disability Resource Center shall submit an annual expenditure report using the standard report form provided by the Department. The Aging and Disability Resource Center shall submit the annual expenditure report to the Department no later than April 1st of the year following the year for which the report is prepared.
  7. ADRC Annual Update: The Aging and Disability Resource Center shall annually submit information for the “ADRC Annual Update”, using electronic forms supplied and following procedures established by the Department. This update contains contact information, organization charts, personnel, budget and other information requested by the Department.

 

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Last Revised: March 28, 2013