1.            Required Services for service delivery personnel

         Clients for all programs self identify as having hearing loss and requiring services. 

1.1         Telecommunications equipment services 

1.1.a       Proof of hearing disability is required if the client requests telecommunications equipment. 

1.1.b       Proof of Nevada residency and ownership of a land line phone are required in the form of telephone bill in the consumer or consumer’s family name. 

1.1.c       Individuals receiving equipment will also be offered training to use equipment properly, if needed. 

1.1.d       Individuals may request a particular piece of equipment, and staff will educate consumers on the availability and functionality of various types equipment.                       

1.1c     Staff will assist individuals who have received equipment from the program and need to return the equipment for repairs or exchange it for more useful telecommunications equipment. 

1.1.e      Satisfaction surveys will be sent to all consumers receiving equipment. In addition, staff will follow up with each client to determine if their needs have been met and will proceed to close the case when services are deemed complete.

1.2         Information and referral services.

1.2.a      Information or referrals can be anonymous and made over the phone, in person or in a group setting.

1.2.b      Workshops are offered on a community level to provide much needed information to the Deaf and hard of hearing communities which otherwise may not have access to the information.

1.2.c   Service providers (staff) will attend staff meetings or training activities at  various agencies to provide information about Deaf culture and various aspects when those agencies work with persons with hearing loss.

1.2.d   Staff will invite various service oriented agencies to their staff meetings/training to learn more about agencies they can utilize as referral sources.            

1.2.e   Staff will act to provide information regarding the use of sign language interpreters and caption providers; also providing contact information.           

1.3       Advocacy services will be provided to Deaf persons; no proof of disability is required 

            1.3.a   Staff will assist Deaf consumers in understanding written materials sent to them by agencies, both federal and local. 

            1.3.b   Assist consumers in navigating social service and public programs. 

            1.3.c    Assist in filling out forms for social service and public programs. 

            1.3.d   Assist in procuring interpreter services when needed. 

1.3.e   Provide community-wide advocacy by educating and working with social service and public programs on a systems level to ensure considerations for Deaf and hard of hearing Nevadans.               

2.         Service Prohibitions:

2.1       Staff, volunteers, or contractors shall not accept tips, gifts, or loans from clients. 

2.2       Staff, volunteers, or contractors shall not smoke in client’s homes. 

2.3       Staff, volunteers, or contractors shall not bring family members, other people, or pets to the client’s home without client’s permission and grantee approval. 

3.         Safety:

3.1             The grantee cannot assign staff, volunteers, or contractors to work in conditions that jeopardize their safety.

3.2             A qualified professional will supervise volunteers.  

3.3             Prior to providing services, staff, professionals and volunteers are required to have a fingerprint search conducted by the Nevada Highway Patrol Criminal Information Services. The search will include a review of the records contained in the Nevada Criminal History Repository.  

3.3.a       Professionals are exempt from this requirement if they are licensed and bonded. 

3.3.b      Volunteers are exempt from this requirement if they receive direct supervision from either a fingerprinted or bonded and licensed professional. 

4.         Operating Procedures:   

4.1             An intake interview shall be completed prior to the start of service. The intake interview shall document the needs of the consumer. 

4.1.a     Verification of satisfactory completion:  The grantee will verify via case notes the progress of the case, follow up efforts, and closure of the case. 

4.1.b     Participation in the program will not be denied because the client is unable to contribute.  

4.1.c     If additional services are identified the grantee will document the need and determine if funds are available for completion of the service. If additional services are provided another follow-up phone call or visit shall be completed and documented.

4.1.d     All client contact will be entered into the Social Assistance Management System (SAMS) database.

4.1.e     Client satisfaction surveys will be sent to each client receiving equipment or advocacy services and shall be sent to Disability Services Unit for review and documentation. 

5.         Documentation Requirements: 

5.1             Equipment distribution and advocacy:  Case notes must be completed after each service visit and must contain the following documentation:  a) name of client and date of service, b) services provided to the client, and c) initials of case manager or staff person.   

5.2            All case notes and intake information shall be entered into SAMS. 

5.3            Quarterly Report: Grantees for both equipment distribution and advocacy:  will prepare a Quarterly Report based on their completion of Goals and Objectives set for their program. The Quarterly Report must be submitted to ADSD by the 25th of the month following the end of each quarter. Supporting information will be maintained for three years. 

5.4             Monthly Equipment Report: grantees providing equipment services will provide the office information regarding number of units distributed, repaired, or exchanged. The format will be provided to the grantee by ADSD. 

6.         Waiting List Policy: 

6.1            Grantees are required to establish a waiting list policy that will be activated in the event that demand for service exceeds the program’s capacity.  

6.2            A waiting list is to be established only after all other measures for improving the efficiency of the service delivery system have been examined and, when feasible, implemented. Waiting list documentation must include, at a minimum: 

6.2.a     the client’s name, address, and telephone number; 

6.2.b     the date the client was placed on the waiting list; and 

6.2.c     the description of each client’s need for service. 

Clients with the greatest needs are to receive priority consideration. The program must define in writing “greatest need.”  The program must establish a procedure for updating the continued service needs of clients placed on the waiting list.

7.         Client Contact Steps: 

7.1   The following is a summary of steps for intake, service progression, service completion, and follow along 

7.2   Begin Date – intake information is received 

7.3   Consumer needs evaluated and documented 

7.4   Develop Home Services and/or Vehicle Modification Plan 

7.5   Provide needed service, information, referral and/or equipment 

7.6    Complete Service 

7.7   Follow up phone call or letter within 6 weeks of completion 

7.8   If applicable, schedule, and complete additional work as needed. 

7.9   Client file is closed.