UNIVERSAL STANDARDS STANDARD MEASURE 1. Access to Services a. Services must be provided irrespective of age, physical or mental challenges, creed, criminal history, history of substance use, immigration status, marital status, national origin, race, sexual orientation, gender identity and expression, socioeconomic status, or current/past health conditions. Policies and procedures Consumer grievances b. Sub-recipients must make translator or interpreter services available for those consumers who need them. Policies and procedures Program literature in applicable language c. Services must be provided in accordance with the Americans with Disability Act guidelines. For more information, refer to: . Policies and procedures d. Sub-recipients must have written instructions for consumers on how to access the Sub-recipients after business hours. Policies and procedures Informational flyers, handouts 2. HIV Continuum of Care a. Sub-recipients must establish formal collaborative agreements with HIV and other service organizations. Memoranda of Agreement or Memoranda of Understanding b. Sub-recipients must inform consumers of the various HIV services and resources available throughout the Transitional Grant Areas, (TGA) Informational flyers, handouts, resource manuals, literature Documentation in consumer records of resources given c. Sub-recipients must have a resource referral and tracking system with identified HIV and other service Sub-recipients. Referral tracking system for each service category 3. Staff Requirements a. Sub-recipients must have written personnel policies and procedures. Policies and procedures b. Sub-recipients must offer to staff and contracted service Sub-recipients their job descriptions that address minimum qualifications, core competencies, and job responsibilities. Position descriptions
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