A discharge from services must occur if any of the following criteria is met: Completion of services Consumer’s death Verification of HIV positive status cannot be obtained within 30 business days of intake Verification of eligibility cannot be obtained The consumer/legal guardian has requested the case be closed Relocation of consumer outside of the Sub-recipient’s geographic service area Inability to contact the consumer for more than 90 calendar days The consumer’s needs are more appropriately addressed through other Sub-recipients The consumer exhibits act of abuse towards staff, property or services Documentation in consumer records that discharge criteria was followed b. Sub-recipients must notify consumers when they are being discharged. Documentation in consumer records of consumers being notified of discharge STANDARD MEASURE 10. Consumer Satisfaction Sub-recipients must establish evaluation methods to assess consumer satisfaction and receive feedback on services using any of the following methods: Consumer Advisory Board Consumer satisfaction survey Suggestion box or other consumer input mechanism Focus groups and/or public meetings Consumer Advisory Board meeting notes/minutes Consumer satisfaction survey/results Visual verification of suggestion box or other consumer input mechanisms during site visit Notes or reports from focus groups and/or public meetings b. Sub-recipients must use results from evaluation methods to improve service delivery. Quality Improvement Plan Modification to service delivery policies and procedures based on feedback Inclusion of consumer feedback in internal training/staff communications
EMERGENCY FINANCIAL ASSISTANCE Service Definition: Emergency Financial Assistance provides limited one-time or short-term payments to assist the Ryan White Part A Sub-recipient’s client with an emergent need for paying for essential utilities, housing, food (including groceries and food vouchers), transportation and medication. Emergency financial assistance can occur as direct payment to an agency or through a voucher program. Direct cash payment to clients are not permitted It is expected that all other sources of funding in the community for emergency financial assistance will be effectively used and that any allocation of Ryan White Part A founds for these purposes will be the payer of last resort, and limited amount, uses and periods of time. Continuous provision of an allowable service to a client should not be funded through emergency financial assistance. Special condition as it relates to the dispensing of medication must be as a result or component of a primary medical visit; on an emergency basis (defined as a single occurrence of short duration of less than six months), or by giving vouchers to client to procure medications. STANDARD MEASURE 1. Eligibility Criteria Sub-recipients must have established eligibility criteria for the provision of emergency financial assistance that includes, at minimum: Income limits Program cap limits Requirements to access other resources before Ryan White funds Documentation of need and why it is an emergency Documentation verifying that consumer is in HIV medical care Eligibility criteria Documentation in consumer records of consumer meeting eligibility criteria Proof that Ryan White is the Payer of Last Resort Proof of shut-off notice (utility bills) Copy of prescription/bill Date of last infectious disease appointment b. Emergency financial assistance for housing and/or utilities may not be provided to a consumer more than once per contract year. Policies and procedures Documentation in consumer records of emergency financial assistance limits Evidence of payment plan with utility company Evidence of plan to permanently house client 2. Service Delivery