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Program Handbook
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PROGRAM HANDBOOK
Program Handbook
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Contents
INTRODUCTION ............................................................................................................................................. 4
ORGANIZATION ADDRESS AND CONTACT INFORMATION ........................................................................... 5
BENEFITS OF BEING AN ARC PROGRAM EMPLOYEE ..................................................................................... 5
COORDINATORS’ ROLES IN ARC PROGRAMS ................................................................................................ 6
QUALITY MANAGEMENT POLICY & PLAN ..................................................................................................... 6
PROGRAMS – TIMES & LOCATIONS .............................................................................................................. 9
Cancelations .............................................................................................................................................. 9
Duration of Meetings/Programs ............................................................................................................... 9
GUIDELINES FOR PLANNING AMPES & OTHER PROGRAMS ....................................................................... 10
PROGRAM CO-PAYS .................................................................................................................................... 11
GUIDELINES FOR ARC PROGRAM OUTINGS & TRIPS .................................................................................. 12
ARC VAN POLICY ......................................................................................................................................... 12
Van Riding Permission slips ..................................................................................................................... 13
Van Driver ............................................................................................................................................... 13
Cost of Van Use ....................................................................................................................................... 15
SUBSTANTIVE CHANGES TO PROGRAMS .................................................................................................... 15
DISTRIBUTION OF PROGRAM INFORMATION ............................................................................................. 15
USE OF ARC TECHNOLOGICAL EQUIPMENT ................................................................................................ 16
CANCELLATIONS & SUBSTITUTE COORDINATORS ...................................................................................... 16
OUTCOMES & DIVERSITY ............................................................................................................................ 17
SAMPLE CALENDAR ENTRY ......................................................................................................................... 19
TAX EXEMPTION .......................................................................................................................................... 21
EMERGENCY PROTOCOL FOR ARC PROGRAMS .......................................................................................... 21
Emergency Disaster Response Plan ........................................................................................................ 22
THE ARC CRISIS MATRIX and Important Phone Numbers ................................................................... 25
Emergency Intercom Codes ................................................................................................................ 26
PROGRAM DIRECTOR VISITS ....................................................................................................................... 27
TIPS FOR MANAGING PEOPLE & SITUATIONS ............................................................................................. 29
Protocol For Handling Disruptive Behavior ............................................................................................. 29
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Tips For Working With Self-Advocates ................................................................................................... 30
Tips For Working With Self-Advocates When They Are Escalated ......................................................... 30
Tips For Working With Client Staff Supporters & Family ........................................................................ 31
BUILDING SECURITY .................................................................................................................................... 31
STAFF SMOKING .......................................................................................................................................... 31
INDIVIDUAL HEALTH & BEHAVORIAL EMERGENCIES .................................................................................. 32
Health Emergencies ................................................................................................................................ 32
Behavioral Emergencies .......................................................................................................................... 33
LEAST RESTRICTIVE PROCEDURE POLICY .................................................................................................... 36
RESTRICTIVE PROCEDURE POLICY* ............................................................................................................. 40
Consequences for Violation of Policy ..................................................................................................... 43
IMPLEMENTATION OF PARTICIPANT BACK UP PLANS* .............................................................................. 43
REPLACEMENT OF PARTICIPANTS’ LOST OR DAMAGED PROPERTY ........................................................... 44
TRANSITION OF PARTICIPANTS ................................................................................................................... 44
ACCESSIBILITY OF INTELLECTUAL DISABILITY SERVICES FOR PARTICIPANTS WHO ARE DEAF OR HAVE
OTHER COMMUNICATION DIFFERENCES.................................................................................................... 45
THE ARC SUSQUEHANNA VALLEY INCIDENT MANAGEMENT POLICY ......................................................... 46
Reportable Incidents ............................................................................................................................... 47
Reporting Procedure ............................................................................................................................... 49
Initial Reporter .................................................................................................................................... 49
Incidents Requiring Investigation ........................................................................................................... 50
Certified Investigators ............................................................................................................................. 51
Conflicts of Interest ................................................................................................................................. 51
Investigation Record ............................................................................................................................... 52
Incident Prevention and Management ................................................................................................... 52
Pre-Service and Annual Training ............................................................................................................. 52
Trend Analysis Reporting ........................................................................................................................ 53
Evaluating the Quality of Incident Investigations ................................................................................... 54
INCIDENT REPORT FORM ........................................................................................................................ 55
PARTICIPANT GRIEVANCE PROCEDURE ...................................................................................................... 56
Informal Grievance ................................................................................................................................. 56
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Formal Grievance .................................................................................................................................... 57
Registration & Payment For Arc Events ...................................................................................................... 58
Social Recreation Event Policy .................................................................................................................... 59
Event Execution ...................................................................................................................................... 59
Event Pricing ........................................................................................................................................... 59
Formula for setting prices when van is used for an event ...................................................................... 60
Caretaker Policy ...................................................................................................................................... 60
Arc Tranportation Policy ............................................................................................................................. 61
Van Driver ............................................................................................................................................... 61
Van Driver Job Description .................................................................................................................. 62
Preventive Maintenance ......................................................................................................................... 63
Cost of Van Use ....................................................................................................................................... 63
Representative Payee Policy ....................................................................................................................... 64
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Our Mission: To promote awareness, opportunities, quality programs, and advocacy for
people with intellectual disabilities and their families.
INTRODUCTION
Welcome to The Arc Susquehanna Valley! We are delighted that you are joining
our team of dedicated and dynamic people as a program coordinator. Coordinators
play a crucial role in fulfilling The Arc’s mission.
This handbook is designed to serve as an introduction to The Arc Susquehanna
Valley and provide resources that will help you make a smooth transition into your role
as an Arc Program coordinator. Our goal is to make certain that your first few weeks as
a coordinator are exciting, rewarding, and manageable as you become adjusted to your
new role.
The Arc team is here to support you every step of the way! We are willing to
assist you and support you in any way we can. Please do not hesitate to call on us to
assist you. Your success is important to us.
A staff and Board contact list is maintained by the administrative assistant. Please
request a copy if you have not already received one. This way, you will have important
email and cell phone contact information.
We are excited to have you as part of our team!
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ORGANIZATION ADDRESS AND CONTACT INFORMATION
Physical Address 15 South Fifth Street Court Street Entrance Sunbury, PA 17801
Mailing Address P.O. Box 892
Sunbury, PA 17801 Phone Number (570) 286-1008 Fax Number (570) 286-1005 Web Address www.thearcsusquehanna.org Facebook Link www.facebook.com/TheArcSV Executive Director (717) 360-8770 (Robert Roush) [email protected] Program Director (570) 428-5930 (Cheryl Donlan) [email protected]
BENEFITS OF BEING AN ARC PROGRAM EMPLOYEE
• You will receive ongoing support from experienced Arc staff
• You can attend Arc events at no charge
• You will receive free training if requested
• There are bi-annual coordinator meetings to trouble shoot problems, brainstorm,
and share ideas
• You will be reimbursed for mileage when you are required to travel beyond the
meeting site
• You get paid for holidays that fall on your meeting night
• You are not required to hold meetings in bad weather
• You will make lots of friends
• Working with our self-advocates is very rewarding
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COORDINATORS’ ROLES IN ARC PROGRAMS
The role of a coordinator in Arc programs is to conduct the program and maintain a safe
and friendly environment only.
Coordinators do not:
• Provide personal care or toilet individuals
• Provide medical care
• Dispense medication
• Transfer individuals to/from wheelchairs, automobiles, etc.
If a self-advocate needs assistance with any of the above during an Arc program, he or
she must have a caregiver remain with him or her during the duration of the program.
QUALITY MANAGEMENT POLICY & PLAN
Position Responsible: Director of Self-Advocates
The Goals of the QM plan are to uphold and advance the principles of self-
determination.
This plan will meet PA Department of Developmental program priorities that are
published as a notice in the PA Bulletin. The Executive Director shall receive emails and
forward recommendations for including notice priorities to the Director of Self
Advocates.
While the Director of Self-Advocates in in charge of Quality Management, all employees
are responsible to report incidents, participate in training, and move quality forward.
The AT/ACC Liaison, who is trained in independent IM4Q will perform these functions
with each Arc Department and integrate it with over-all regional and state quality
measures
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Goal Outcome Target Objective Actions - Performance Measures/Data Source(s)/Frequency
Individuals are Healthy and safe in their homes and communities.
Individuals are Free from incidents of abuse And neglect. Administrative Oversights are In place to Protect individuals from Critical incidents.
Minimize the number of Reportable incidents; specifically, those categorized as abuse or neglect. Ongoing. Certified Investigation Reports are submitted for all critical incidents and finalized within the required time. Ongoing.
Unique reportable incidents Categorized as abuse or neglect/ total # incidents reported per quarter Data source: EIM (individual incidents, provider summary reports) Frequency: Incidents will be reviewed on a monthly basis and reported out quarterly Of Certified Investigation Reports submitted within required time/of Certified Investigations conducted Data source: EINI, certified investigation reports Frequency: Quarterly reporting Responsible
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Goal Outcome Target Objective Actions - Performance Measures/Data Source(s)/Frequency
Individuals/ families are sufficient advocating for themselves.
Individuals and their family members receive support and training to exercise and maintain their own decision- making and advocacy.
Increase the number of individuals/families receiving advocacy services who are able to self-advocate by 6/30/19.
# of individuals/families are able to self- advocate when issue has been resolved / # outcome— based cases resolved / Data source: database reports / Frequency: Quarterly reporting
Individuals are satisfied with programs and services.
Individuals and family members, as appropriate, express satisfaction with their services and supports. Services and supports to positive individual. Outcomes for each
Strong individual satisfaction reported with service supports by 6/30/19 Increase the number/percent of individuals that attend Susq. Val Self Adv. And Arc programs who achieve desired outcomes by 6/30/19.
# per satisfaction response category / #individuals who participate in survey Data source: program satisfaction surveys, grievances Frequency: Data will be collected annually and reviewed with departments and key stakeholders # unique individuals achieve outcomes / # individuals in program V Data source: monthly and quarterly progress reports, PSP Frequency: Data will be collected on a monthly to quarterly basis and reviewed with department staff and key stakeholders
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A stable, knowledgeable, and effective workforce is developed and maintained.
All staff are developed and qualified to provide person- centered services.
Initially train direct service staff in person-centered supports and services by 6/30/19. Approaches: Effective Communication @ 2 hrs.; Positive Approaches: ODP Principles and Values @ 2 hrs.
# direct service staff trained in person-centered supports and services/ # total direct service staff - Data source: training records, including course description, length of training - Frequency: Quarterly data collection
PROGRAMS – TIMES & LOCATIONS
The agency website contains a list of programs and their locations. The Master
Calendar at the website contains information about meeting times, as well as
information about social events, other special events and fundraisers.
Cancelations: Except in the event of inclement weather, meetings should only be
canceled as a last resort. Poor attendance is not an acceptable reason to cancel a
meeting. The Arc is obligated to provide weekly meetings pursuant to its agreements
with funders. Failure to follow the terms of our current contracts could jeopardize future
funding.
Duration of Meetings/Programs: Meetings vary, but most, such as AMPES are two
hours long. Coordinators are expected to remain at the site for the entire two hours,
even if no participants show up. In the event there are no participants, coordinators
should use the time to plan future meetings or complete Arc paperwork.
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GUIDELINES FOR PLANNING AMPES & OTHER PROGRAMS
What to Include in Weekly Meetings
• Life skills activities related to the outcomes the group is working on
• Educational activities related to topics the self-advocates want to explore
• Activities to promote independence
• Health & wellness education and activities
• Recreational activities such as crafts and games
• Physical activity
• Pre-vocational or career exploration activities
• Opportunities for self-advocates to recognize each other or themselves
• Lesson plan if there is a set curriculum for the program (non-AMPES)
Monthly Activities
• Selection of a participant of the month by the coordinator
Quarterly or Bi-Annual Activities
• Family and friends night – can do a dinner or other activity to include friends
and/or family
• Service projects in the community or in the buildings in which meetings are held
• Attendance-booster events if necessary (friendsgiving, banana split night, autism
awareness picnic)
Annual Events
• Awards night for self-advocates in January or February. Self-advocates to select
the winners
• Open house for the community in the fall
Miscellaneous
• Outings and trips should be limited to one time per month unless prior approval is
given
• Movies are not to be shown without prior approval from the program director.
• Occasional educational or how-to videos or clips are acceptable and do not
require prior approval
• Bingo should be limited to parties and special occasions unless it is educational
and fits in with an activity or theme
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*PLEASE NOTE: When planning meetings, keep in mind that the self-advocates
in attendance will have a wide range of abilities. However, it will be difficult, if not
impossible, to plan activities that are appropriate for all skill levels. Coordinators
are asked to do their best to include as many skill levels as possible.
PROGRAM CO-PAYS
Arc programs, such as the AMPES program may have a co-pay amount for each
participant when they attend. This amount is collected from each participant before the
program begins for that session. There is a check-in and collection sheet for this
purpose.
At times, an outing may be outside of the regular location requiring participants to pay
for their own entry fee (e.g. bowling) in these instances, the fee is still “collected” and
the “other” or appropriate box/column has $0 entered. It is then notated on the sheet
that the co-pay for that session was used by the self-advocate toward the
entry/participation fee and the name and location of the activity (e.g. bowling, XYZ
Bowling Lanes) is written on the sheet.
On rare occasions, self-advocates may “vote” to use their fee as a donation to a special
cause (such as: 1. After a natural or other disaster which has affected the self-
advocates or our society; 2. As a contribution to an animal program, etc.). Such use
should be limited to no more than once or twice per year, per program group. The co-
pay in this instance is still collected and turned in, with a written request from the
program coordinator for the Arc to write a check to the charity. Address and contact
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information for the organization should be submitted at that time. Only legitimate
charities will receive contributions.
GUIDELINES FOR ARC PROGRAM OUTINGS & TRIPS
Arc Program meetings should primarily occur at the regular meeting site.
Meetings and outings can be scheduled off-site no more than one time per month.
There are two reasons for this: 1) self-advocates new to the program will not be able to
find the group and 2) the extra costs of outings might discourage self-advocates from
attending. Meetings CANNOT be held off-site unless the outing has been published
ahead of time on the group’s monthly calendar. Spur-of-the moment outings are NOT
permitted unless the normal meeting place is unavailable.
ARC VAN POLICY
The Arc van may be used for various purposes consisting of but not limited to: Social
recreation day trips, summer camp, and conveyance of Self-Advocates to and from
specific events. The van can hold 8 passengers, a driver, and one Arc representative. If
the van is being driven by the Social Recreation Coordinator (SRC), other Arc
employee/volunteer, or there is a paid, hired van driver, a separate Arc representative is
not required. Van availability is first come, first served.
All Self-Advocates riding in the van must be accompanied by a caretaker. The Arc van
is not handicapped accessible therefore any riders must be able to board and
disembark with limited assistance from their caretaker.
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Passengers are expected to conduct themselves in a responsible, calm manner. They
must be considerate of the special needs of other riders. Anyone using a foldable wheel
chair, walker or other mobility devise may store it in the van if there is room in the rear
luggage area. Storage space is limited to first come, first served. All passengers must
wear their seatbelts. There will be no exceptions to this rule.
Van Riding Permission slips
All self-advocates, caregivers, and family members riding in The Arc’s van or a vehicle
chartered by The Arc must sign a permission slip/waiver. All rules and regulations for
other Arc-related trips and outings apply. Even if the group is walking to or meeting at
their destination, permission slips/waivers must be signed beforehand. When planning
trips, remember to give enough notice to get permission slips signed and returned.
Permission slips/waivers are included in this handbook.
Van Driver
Anyone driving the van must have a current, valid, driver’s license. A van driver
may be the SRC, an Arc volunteer, Arc employee, or a hired driver. All traffic rules and
regulations must be observed.
The van driver must fill out a “Van Usage” form for each trip. This form includes
driver name, trip date, mileage, repair report, and an incident report. The office staff can
provide a form for each trip. The form must be turned in to the SRC so that any issues
may be resolved or it can be archived.
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SRC will be responsible for maintenance and cleaning of the van as well as
securing drivers and ensuring they meet proper requirements. The SRC will interview,
hire, and supervise van drivers. The driver is to make reports to the SRC as needed and
will be responsible for returning the van is a cleanly manner.
Van Driver Job Description (anyone operating the van must assure these things)
Duties
• Drive van to the destination by following traffic rules and regulations.
• Pick up passengers from one point and ensure that they are transported to their
destinations in a safe manner.
• Work with SRC on scheduling and route information.
• Be professional, courteous, caring, and helpful to passengers.
• Pickup and drop off in a time efficient manner.
• Assist passengers in embarking from the van if needed.
• Ensure that riders are properly secured into seatbelts and stay in seatbelts.
• Must be able to lift a wheel chair or other mobility device.
• Aid in loading mobility devices onto the van and ensuring that it is stowed in a
proper and safe way- Wheelchairs, mobility devices, crutches, etc.
• Map out route with the least amount of traffic and mileage.
• Assist passengers in disembarking from the van.
• Aid in unloading mobility devices.
• Report any incidents behavioral or otherwise on van to SRC or other office
personnel if he/she is not available.
• Check van daily for cleanliness.
• Check the van periodically to make sure that all is in good working order.
• Fill out van usage form for each trip. Ensure mileage is noted at the beginning of
the day and the end of the day.
• Report repairs needed as soon as possible and record on van form.
• Give SRC van usage form daily.
Driver Qualifications (hired and volunteer drivers)
• Must have current, valid, driver’s license.
• Clean driving record (approved by insurance company).
• Pass all required background checks.
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• High school diploma or GED preferred.
• Previous experience driving 10+ passenger van preferred.
Previous experience with people with disabilities especially I/DD preferred.
Cost of Van Use
The Arc uses a specific amount per mile to figure costs for using the van (gas,
insurance, maintenance). The Executive Director will review this amount on occasion.
This will impact the amount charged per participant for use of the van, if there are no
other sources of funding to cover costs of a particular outing.
SUBSTANTIVE CHANGES TO PROGRAMS
Coordinators will not make any substantive changes to their programs without first
consulting with, and getting approval from, the director of programs and/or executive
director. Substantive changes include, but are not limited to:
• Days on which meetings are held
• Times of meetings
• Age requirements
• Other requirements to qualify to attend programs
• Co-Pay amounts
DISTRIBUTION OF PROGRAM INFORMATION
Arc Program Coordinators will use the brochures created by The Arc to market their
programs. Coordinators will not create their own brochures or other marketing
materials. The director of programs and/or the executive director must approve all
event flyers being created by program coordinators. Arc program coordinators may also
choose to have the director of programs create event flyers for them. If a large mailing
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is required to publicize an event for Arc program, the director of programs will do that
mailing.
USE OF ARC TECHNOLOGICAL EQUIPMENT
The Arc Susquehanna Valley owns several iPads which are available for occasional
use by all programs, with a two-week notice, under the following conditions:
• The iPads are not being used by another program.
• The iPads are going to be used for a specific purpose (i.e., sharpening math
skills, increasing vocabulary, making music).
• Coordinators have enough mileage allowance left to pick them up and return
them or, if not, they are willing to transport them with no mileage reimbursement.
In the latter scenario, arrangements may be made with the program director to
transport them to and from the meeting.
CANCELLATIONS & SUBSTITUTE COORDINATORS
Only Arc employees with proper clearances are permitted to fill in for Arc
program coordinators. If a coordinator is going on vacation and cannot make a
meeting, the program director is to be notified at least two weeks in advance. If a
coordinator cannot be at a meeting due to illness or an emergency, the program director
is to be notified ASAP. Coordinators can make arrangements for their own
replacements and are encouraged to fill in for each other. The Arc employs substitute
coordinators who may be available to fill in. Except in the instance of inclement
weather, meetings should only be canceled as a last resort.
Coordinators are responsible for notifying their group about cancellations due to
weather and, to the extent possible, illness or emergency. Coordinators are to provide
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the program director with copies of the emergency contact forms for their group. If the
coordinator does not provide these copies, the program director cannot contact self-
advocates in the event of an emergency.
REMINDER: The Arc Susquehanna Valley contracts with government and
private funding sources to provide a certain number of meetings per year. We are
obligated to provide those meetings.
OUTCOMES & DIVERSITY
The National Resource Center defines outcome measurement as “a systematic way
to assess the extent to which a program has achieved its intended results”. Outcome
measurement addresses questions such as:
• What has changed in the lives of our self-advocates as a result of our programs?
• Have our programs made a difference?
• Are the lives of our self-advocates better as a result of our programs?
Outcome measurement is one of the most important activities that a social service
organization like The Arc Susquehanna Valley can undertake. There are several
compelling reasons to measure outcomes:
• The Arc Susquehanna Valley depends on funding from a variety of sources,
including grants from organizations like The United Way. When applying for
funding, The Arc is required to show outcomes produced by our programming.
• Outcomes can help measure the effectiveness of our programs.
• Outcomes can identify effective practices.
• Outcomes can identify practices that need improvement.
• Outcomes can help prove our value to existing and potential funders.
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• Outcomes can give us a sense of clarity about our mission and the purpose of
our programs.
Some grant applications ask for – and can even be contingent upon – The Arc
serving a diverse or underserved population. A simple diversity survey is provided in
this handbook. Coordinators are expected to complete a diversity survey in January
and again in July and provide a copy to the program director.
A data collection plan chart, tracking sheets, and topics can be found in this
handbook.
SAMPLE OUTCOMES FOR ARC PROGAM MEETINGS
AMPES, STEP
Cold weather precautions/safety: how many people know how to dress appropriately
and stay healthy in the winter?
Winter skin care: how many people know how to prevent dry, chapped skin in the
winter months?
Personal space: how many people know what is considered appropriate personal
space?
Manners – table manners, not interrupting others when talking
Hygiene – hair, body, face
Handwashing – especially at the start of flu season
Relationships
Private vs. public behavior
Sun safety
Academic achievements and aptitudes
Other samples
Updated resume
Job readiness
Job attainment
Job retainment
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SAMPLE CALENDAR ENTRY
Coordinators are required to prepare a calendar of events for each month. These
calendars are to be distributed to Arc program participants. The Arc office also
distributes these calendars to provider organizations and individuals looking for
information about our programs. Arc program agendas are regularly posted on The
Arc’s Facebook page and website.
Here is a sample of a detailed AMPES calendar entry:
July 1, 2016:
• Life Skill – sun safety lesson
• Craft – American flags
• Snack – cookies and juice
• Physical activity – armchair exercises
Materials to be used: craft sticks, paint, glue, glitter, scissors
SOLICITING DONATIONS FOR ARC PROGRAMS
The Arc recognizes that Arc program coordinators may from time to time want
extra funds for special occasions. Arc program coordinators may solicit small donations
from businesses such as Weis Markets, Giant Foods, etc. If a coordinator wants to
solicit a large donation from a business, they must coordinate it through the program
director for two reasons. First, The Arc wants to prevent several large requests going to
a business at the same time or in a short time period. Secondly, the program director
has online profiles established for Weis Markets and Sheetz. The program director will
make and submit these requests for our programs and will provide coordinators with
copies.
Procedure for Giant:
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• All donation requests must be submitted on letterhead with verification of
nonprofit status (copy of IRS letter) to: Giant Food LLC * Attention: Jamie Miller *
8301 Professional Place, Suite 115 * Landover, MD 20785.
• Requests must be made at least four weeks before a decision is needed.
• Giant Foods will call The Arc to give us their decision.
• Coordinators may be able to get smaller donations by taking a request on
letterhead to customer service at their local Giant store. A decision is generally
made on the spot and a gift card given directly to the person making the request.
Procedure for Weis Markets:
• The program director has a profile set up on Weis Market’s website. The
following information is needed from coordinators for a donation request:
description of event or program and form of support requested and which store
the request should be forwarded to.
• Requests must be made at least four weeks before a decision is needed.
• Please Note: Weis Markets does not generally give an answer until a few days
prior to the event.
• Weis Markets will mark the request as approved or denied on their website. If
approved, the local store manager will call The Arc office.
• Coordinators may be able to get smaller donations by taking a request on
letterhead to customer service at their local Weis Markets. A decision is
generally made on the spot and a gift card given directly to the person making
the request.
Procedure for Sheetz:
• The program director has a profile set up on Sheetz’ website. The following
information is needed from coordinators for a donation request: description of
event or program and form of support requested and the store the coordinator
would like the request forwarded to.
• Requests must be made at least four weeks before a decision is needed.
• Sheetz will e-mail their decision.
Procedure for Wal-Mart:
• Go to customer service and get a donation request form to complete
• Some of the information needed includes location, how the community will
benefit, the size of the group, and how the donation will be used.
• Wal-Mart will give a gift card if the request is approved.
Stores that do NOT give donations at the store level:
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• Dollar Tree: Dollar Tree gives grants following their CARES principle: education
for Children, promoting the Arts, preserving the Region’s assets, supporting
Environmental efforts, and improving the lives of the Socio-economically
disadvantaged. Dollar Tree does NOT donate merchandise or gift cards nor do
they offer discounts.
• Dollar General: Dollar General provides grants related to literacy only.
TAX EXEMPTION
The Arc Susquehanna Valley is a 501(c)(3) nonprofit organization and, as such,
is exempt from paying sales tax. When purchasing supplies for Arc programs, present
the cashier or customer service desk with a copy of The Arc’s Sales and Use Tax
Certificate of Exemption, a copy of which is available as part of the forms with this
handbook, BEFORE the cashier starts ringing up the items. If coordinators do not use
the tax exemption certificate when making purchases, THAT COORDINATOR WILL BE
RESPONSIBLE FOR PAYING THE SALES TAX!
Tips on using the Tax Exemption:
• Dollar General: Present the cashier with the certificate before they start ringing
up the items. If not, they will need to void the entire transaction. The cashier
only needs to enter the number.
• Dollar Tree: Present the cashier with the certificate before they start ringing up
the items. If not, they may need to void the entire transaction. The cashier only
needs to enter the number.
• Michael’s: Present the cashier with the certificate before they start ringing up the
items. The cashier will have coordinators fill out and sign a form. Michael’s in
Shamokin Dam has The Arc’s info on file.
EMERGENCY PROTOCOL FOR ARC PROGRAMS
1. Coordinators can provide basic first aid. All sites should have a first aid kit.
Coordinators are responsible for making sure a first aid kit is available at the meeting site. Notify the director of programs when supplies are needed.
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2. Coordinators are NOT to give medications, whether over-the-counter or prescription, to self-advocates.
3. In the event of an emergency medical situation, call 911 immediately. Your
judgment will not be questioned, and you cannot and will not get in trouble for calling 911 if the situation turns out to be non-emergent. Caveat: sometimes self-advocates can present excessive need for emergent care, and this should be learned and compensated for early-on. Emergency-prone self-advocates should have responsible staff present.
4. Provide life-saving care (if you are trained to do so) as needed until
emergency personnel arrive.
5. Notify the emergency contact person of the self-advocate if he or she is not present. It is imperative that coordinators have up-to-date emergency contact info for all regular participants.
6. Call the director of programs (DOP) as soon as reasonably possible. The
DOP will notify the executive director.
7. Fill out an incident or injury report within 24 hours and provide a copy to The Arc office at your first convenience. Incident and injury report forms are included in this handbook.
8. To report child abuse call 1-800-932-0313 To report adult disability abuse 1-800-490-8505
Emergency Disaster Response Plan
Purpose: In accordance with local, state and federal emergency management agencies, The Arc Susquehanna Valley (The Arc) advocates effective management of emergencies and disasters (preparedness, response, recovery and mitigation) for people with intellectual/developmental disabilities, their families and their support systems. According to the Pennsylvania Emergency Management Agency (PEMA), emergency management includes planning, assignment and coordination of all available resources for emergencies, whether as a result of human events or natural causes. Definitions: For the purposes of emergency disaster planning, the following emergencies are discussed: Natural Disaster -— hurricane, blizzard, flood, fire Facility Disaster -— facility building or community emergency Civil Disaster — terrorism, riot, police action, bomb threat
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Criminal Activity — burglary, workplace violence Health Emergency — infectious disease, epidemic, contamination Procedures: it is the policy of The Arc to advocate and work cooperatively with local, state and federal government agencies in order to ensure that persons with intellectual/developmental disabilities are adequately represented in emergency planning and communications in the event of a disaster. The Arc advocates that people with intellectual developmental disabilities have access to assistance in order to be fully prepared for a disaster, including personal preparedness recommendations. The Arc complies with local, state and federal government emergency management directives in the preparedness for, response to and recovery from disasters or catastrophic events. All direct service, support and professional Arc staff are expected to assist in emergencies as appropriate and required. The table below addresses each of the emergency disasters defined above in terms of preparation, response and recovery. Responses are categorical and are dependent on the specific emergency for the order in which they may be performed:
Emergency Preparation Response Recovery
Natural Disaster Designated temporary relocation site
To the designated meeting place; Transport individuals to the temporary relocation site
Facility Disaster Emergency evacuation plan; Emergency contact info; Designated Temporary relocation site
Contact Individuals/families; Contact Transportation Systems; *Call 911; Assist individuals to evacuate the facility to the designated meeting place; Transport individuals to the temporary relocation site
Insurances; Continue operations From the alternate location if possible; Reschedule program activities
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Civil Disruption Controlled access Entry, video monitoring; Emergency Evacuation plan; Emergency contact info
*Call 911; Individuals/staff clear Corridors and stay in place; Look out facility; Assist individuals to evacuate to the facility to the meeting place; Contact Transportation systems
Obtain any video Documentation; Reschedule program activities
Criminal Activity Controlled access Entry, video monitoring; Emergency intercom Codes; Emergency Evacuation plan; Emergency contact info
*Call 911; Individuals/staff clear Corridors and stay in place; Look out facility; Assist individuals to the evacuate the facility to the meeting place; Contact families ASAP; Contact transportation systems
Obtain any video Documentation; Reschedule program activities
Emergency Health Emergency
Preparation Emergency medical procedures; Emergency intercom Codes; First aid, CPR, AED training; Emergency contact info
Response Staff assure comfort and safety of individuals, assist to other rooms/locations in the facility; *Call 911Emergency Medical Services; Contact Bureau of Health; Close program
Recovery Reschedule program activates
+Designated meeting place is a public place like restaurant or non-profit (e.g.YMCA)
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THE ARC CRISIS MATRIX and Important Phone Numbers
Fire Emergency - Director of Programs or Self-Advocate Program Director will call 911. - Program Specialists and/or designees will call families/providers. - Program Specialist or designees will contact the Red Cross in the region where the emergency occurred to identify shelter locations and then notify shelters of arrival - Program Specialist or designee will call all instructors in the community and inform them of the Fire Emergency and procedures. - Program Specialist or designee will call Northumberland County and CMSU main offices and Supports Coordinators: Northumberland 570-495-2007 CMSU 570-275-6080 Health Emergency - Director of Programs or Self-Advocate Program Director will call 911. - Program Specialist or designee will call family/provider. - Participant will be transported by ambulance to nearest hospital (Geisinger, Sunbury, Evangelical) - Program Specialist or designee will call as appropriate Northumberland or other area programs related to the nature of the emergency (see numbers below) - Program Specialist or designee will call assigned Supports Coordinators. Civil/Natural/Facility Disaster - Director of Programs or Self-Advocate Program Director will call police (911). - Program Specialist or designee will call families/providers. - Program Specialist or designee will accompany participant police to the police station. - Program Specialist or designee will call assigned Supports Coordinators. EMERGENCY PHONE LIST EMERGENCY (fire, ambulance, police) 911 Northumberland Drug and Alcohol 570-495-2154 or 1-855-313-4387 CMSU D&A 570-275-5422 Disaster Services: Northumberland 570-988-4217 Union 570-523-3201 Snyder 570-372-0535 Columbia 570-389-5720 Montour 570-271-3047 Poison Control Center 1-800-222-1222 Crisis Intervention: Northumberland 1-855-313-4387 Union 1-800-222-9016 Snyder 1-800-222-9016 Columbia 1-800-222-9016 or 1-800-676-4412 Montour 1-800-222-9016 The Arc 570-286-1008
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This list is NOT exhaustive! Visit http://www.helpline-nepa.org/crisis/index.htm for more info! ***In the event an Emergency occurs, and the Program Specialists are not present, the designee will assume all the above necessary duties of the Program Specialist. The designee is any employee or volunteer conducting and activity when an emergency occurs. The first order of business is safety for self-advocates, volunteers and staff. After this is reasonably assured, designees must contact their immediate superior (supervisor, Executive Director, Board President).
Emergency Intercom Codes
Purpose: The Arc Susquehanna Valley is committed to insuring the safety and security of the individuals we serve as well as that of Arc personnel in the facility. Emergency intercom codes are used to communicate specific urgent situations in the building that require immediate attention, insure that participants and personnel are alerted, and that appropriate action is taken. A PA Arc’s Safety Committee developed the following emergency intercom codes for the facility located in Lehigh Valley which we will adopt. Emergency intercom codes do not replace established emergency procedures or The Arc crisis matrix already in effect. * Definitions: - Code Blue (Medical) indicates that assistance is needed for an emergency medical situation. Designated staff will respond immediately in order to provide assistance and complete action steps, including calling 9—1-1 Emergency Medical Services, providing first aide/CPR according to training of available staff, guiding EMS to location, etc. A Code Blue intercom communication may also be used for a behavioral health emergency. - Code Yellow (Internal Threat) indicates that an internal threat exists in the facility, such as a structure emergency, intruder, etc. All participants and staff will clear the corridors and restrooms, return to their assigned areas, close doors and stay in place until the code is cleared, or they are directed to evacuate the building. Designated staff will respond by assisting participants to assigned areas, calling for appropriate emergency assistance (e.g., police) and providing additional information to participants and staff via the intercom. In the event that the building is evacuated, participants and staff will assemble in the meeting place outdoors designated for fire evacuation of the building. - Code Pink (Missing Person)
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indicates that a program participant is missing. All participants and staff will clear the corridors and restrooms and return to their assigned areas in order that all participants can be accounted for. in the event of a missing person, participants and/or visitors may not be permitted to enter/exit the building. Designated staff will respond by beginning a search of the interior and exterior of the building and calling for additional assistance (e.g., police). - Code Orange (Hazard) indicates that a hazardous condition exists in the vicinity of the building for which the municipality may affect a lockdown procedure. Given the proximity of The Arc to the local airport and industry, traffic in and out of the building may be prohibited. All participants and staff will clear the corridors and restrooms, return to their assigned areas and stay in place until the code is cleared or they are directed to evacuate the building. *Procedures: Please refer to Program Manual(s) for program-specific emergency protocols, including designated response staff.
PROGRAM DIRECTOR VISITS
The program director visits Arc program sites on a regular basis and will give
coordinators advance notice. The purpose of these visits is to:
• See how things are going with the group
• Discuss any issues that have arisen with the group
• See if the coordinator needs support
• Deliver supplies, forms, and/or technological equipment
• Pick up paperwork if paperwork is due
Twice yearly the program director will make sure that each site has up-to-date
emergency contact forms for all regular participants, photo releases, a fully-stocked first
aid kit, and adequate supplies. The purpose of these “inspections” is not punitive. The
purpose is to be sure that all coordinators have the tools they need to be successful.
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COORDINATOR MEETINGS
Arc program coordinators are required to attend a minimum of two coordinator meetings
per year. The purpose of these meetings is to get feedback about what is going well in
the programs, share ideas, get updates from The Arc and to problem solve. These
meetings typically last about two hours. Coordinators will be paid for their attendance at
their regular hourly rate plus mileage.
IMPORTANT INFORMATION REGARDING COORDINATOR PAYROLL
Arc Program Monthly Paperwork as it Pertains to Payroll:
Payroll and petty cash reimbursements are dependent on receiving monthly Arc
program paperwork in a timely fashion. This paperwork is specified below and is due
within one week from the last meeting of the month. All coordinators are required to
submit the following paperwork to The Arc office on a monthly basis:
• Weekly sign-in sheets which include a description of all activities completed, total
number of caregivers, total number of self-advocates, and total collected. The
self-advocates should sign their own names if possible.
• Petty cash log with an itemized list of what was spent and the remaining balance
clearly indicated. Original receipts must be attached.
• Co-pays collected for the month.
• A detailed calendar of events for the next month.
If paperwork is not submitted in a timely manner, The Arc cannot bill its funders in a
timely manner. Delays in submitting paperwork will cause petty cash reimbursements
to be delayed and could cause paychecks to be delayed. Frequent instances of turning
paperwork in late will result in progressive disciplinary action. If the co-pays are turned
in late, there will be no repercussions. If a coordinator knows in advance that he or she
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will have difficulty submitting his or her paperwork on time, that coordinator must notify
the program director as soon as possible.
Miscellaneous Issues Impacting Payroll:
• If a meeting night falls on a holiday that is observed by The Arc the meeting will
NOT be held and the coordinator(s) WILL be paid.
• If a coordinator calls off, he or she will NOT be paid.
• If a meeting is canceled due to weather, the coordinator WILL be paid.
• If a meeting is canceled due to an Arc event, the coordinator WILL be paid if he
or she attends that event. If the coordinator does not attend the event, she will
NOT be paid.
TIPS FOR MANAGING PEOPLE & SITUATIONS
Protocol For Handling Disruptive Behavior
Due to the nature of our self-advocates’ disabilities, Arc program coordinators should
anticipate occasional disruptive or unsafe behavior. Oftentimes, self-advocates act out
due to frustrations arising from their disability. The Arc advocates for individuals with
disabilities and their inclusion in the community; therefore, The Arc will not ban self-
advocates with difficult behavior except in extreme cases.
• If a self-advocate’s behavior becomes disruptive to the group or becomes
unsafe, coordinators may ask that self-advocate to leave the activity for a time-
out or leave the meeting entirely.
• Coordinators will notify the director of programs as soon as practical if such an
event occurs.
• Coordinators will fill out an incident report within 24 hours and forward it to The
Arc office.
• The director of programs will determine, after consulting with the coordinator and
executive director, when the self-advocate will be permitted to return to Arc
program and under what conditions.
• The program director and/or executive director may institute an action plan for
the caregiver and self-advocate to follow at future meetings and events.
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• Only in extreme cases would a self-advocate not be permitted to return to Arc
programs.
• If an Arc event such as the Halloween dance is scheduled to occur during the
time of the self-advocate’s “suspension”, the self-advocate will not be able to
attend that event.
• The director of programs will notify the self-advocate, his or her caregiver(s), and
his or her provider of the determination.
NOTE: This handbook contains ideas for preventing and dealing with difficult
behaviors.
Tips For Working With Self-Advocates
• Give self-advocates the opportunity to make choices.
• Choose your battles wisely. Do you really want to see a self-advocate escalate
because he didn’t finish his drink?
• Respect demands that might seem petty (i.e. self-advocate will only write with a
pink crayon).
• Don’t mock or ridicule self-advocates.
• Don’t call anyone out on their behavior in front of the group.
• Allow the self-advocates to speak for themselves. Ask them questions directly,
even if you don’t think they can answer without assistance.
• Most importantly, get to know all of the self-advocates. Talk to supporters and
family if you feel like you need more information about a self-advocate.
Tips For Working With Self-Advocates When They Are Escalated
• Offer reassurances.
• See if there is a stimulus that can be removed (i.e., need to use the restroom,
thirst, headache, other physical pain).
• Don’t downplay feelings. Rather, validate feelings whenever possible.
• Don’t try to get the last word in.
• Don’t feel the need to show self-advocates that “you’re the boss”.
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• Speak in a calm, clear voice.
• Try to remove the self-advocate from the group if possible.
• Take a break from the group if necessary so you can cool down.
Tips For Working With Client Staff Supporters & Family
• Set your intentions at the beginning of the meeting. If the group is going to be
doing an activity the self-advocates will require assistance with, announce this to
the supporters at the beginning of the meeting. The supporters will then be
alerted that their assistance will be needed.
• There may be times when coordinators will have to tactfully remind supporters
that their assistance is needed. In most instances, supporters will cooperate if a
coordinator tactfully asks them to help the client they are supporting.
• There may be times when coordinators will have to ask supporters to talk quietly
or not talk at all during Arc program. Again, most supporters will be cooperative.
BUILDING SECURITY Policy: The Arc will keep self-advocates and program participants safe Procedure: If there are not clear lines of vision to the door(s) within a building, and participants are in only one area of the building participating in an activity, there will be at least two people who are left to monitor the door and those coming into the building, otherwise the door is to be locked. Individuals trying to gain access should knock or ring a bell if there is one, in order to gain entry into the building. At events and classes where the ratio of children under 12 exceeds the number of adults present, the door must be locked after starting time.
STAFF SMOKING There is a strong preference for individuals attending Arc activities not to smoke on the property. If smoking occurs, it must be 50 or more feet from any entrance. At the Arc Building at 326 Market Street, smoking must be done out the rear door of the property. No butts may be left in the parking lot or on the sidewalks.
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INDIVIDUAL HEALTH & BEHAVORIAL EMERGENCIES Health Emergencies
In the event of a medical or health emergency, the immediate trained Instructor or
Program Specialist will:
a. Provide immediate first aid to the individual (basic first aid, CPR, Heimlich, AED (if
available and staff trained), guaranteeing the safest possible environment for the
individual and also to prevent further injury.
b. In the case of an accident or incident resulting in bleeding, seizure, fall,
unconsciousness, the immediate Instructor or Program Specialist will:
-If warranted, call 911 for an ambulance
-Notify the Self-Advocate Program Director, Director of Programs or Executive Director
-Notify parent/guardian/provider
-Complete all required incident reports
-Immediate staff will ensure the comfort/safety of the individual.
-Responding staff will notify the site staff in charge, Self-Advocate Director, Program
Director or Executive Director. In all cases 911 is called FIRST by the person noting an
emergency requiring a call.
-Program Specialist or designee will contact family/guardian/provider.
-Program Specialist will refer to current ISP to see if medical emergency is the result of
a known condition or a medication side effect.
-Program Specialist will print out Face Sheet medical and contact information for EMS
(if available).
-A certified staff will perform Standard First Aid/ CPR/Heimlich/AED as trained until EMS
or an assisting staff arrives.
Individual will be transported by ambulance to nearest hospital Program Specialist or
designee will contact appropriate county and Supports Coordinator. Program Specialist
will complete and file an incident report.
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In the event an emergency occurs, and a Program Specialist is not present, the
designee will assume all above necessary duties of the Program Specialist. If the
designee is an Instructor, the Self-Advocate Program Instructor’s Assistant will provide
coverage for the Instructor (designee) and will notify a Senior Administrative Staff.
Designees are always the main staff or volunteers in charge at any program or event.
Behavioral Emergencies
In the event of a significant behavioral emergency, the immediate Instructor will ensure
the health and safety of all individuals in the group. If the individual having the behavior
is willing to relocate to a quieter area with the Instructor or Program Specialist, shadow
the individual to the area to deescalate. If the individual is unwilling to leave the group or
classroom, other available staff should relocate remaining individuals to a safe area.
Immediate Instructor or Program Specialist will use Positive Approaches and De—
escalation techniques (re-direction, conflict resolution, offer choices, recognizing
emotions/needs/desires, communication, body language, eye contact) to calm the
individual having the significant behavior. When these methods are successful the
individual can return to their group or choose another group to join if there was
something in the immediate area that triggered the behavior (physical aggression,
offensive language, self-abuse, property destruction). Staff will refer to the Behavior
Section of the Individual’s Support Plan and follow provided behavior plan if plan is
present. See “Tips for Managing People and Situations” in this Program Handbook.
If the behavior occurs often or if the de-escalation techniques are unsuccessful, a
parent or provide will be contacted to pick up the individual for the remainder of the day.
Supports Coordinators should be notified of possible additional interventions needed.
If individual has hit/punched/ kicked or otherwise caused injury to themselves or another
individual, an incident report will be completed and properly submitted in HCSIS/APS by
established timeline.
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After 30 days, another team meeting will be held to determine if improvement in
behavior. In no improvement is seen or behaviors escalate, the team will discuss
additional supports if available. If the team is in agreement that the current service is no
longer what the individual desires or is no longer a good fit due to staff to individual
ratio, a 30-day termination of services letter will be mailed to the individual and the
team.
In the case of individuals who are deaf, it may be necessary for participants to have
assisted communication in order to receive programs and services.
A participant's need for communication assistance can be determined by an
assessment completed by a speech/language pathologist, a formal communication
assessment selected by ODP (Office of Developmental Programs) for individuals who
meet the criteria for such assessment, or a determination made by the ISP (Individual
Support Plan) team on an interim basis until an assessment is completed. Types of
communication assistance may include but not be limited to the following:
- Access to video phone equipment, adapted telephones, captioned telephones and
telecommunication devices;
- Assistive technology, such as communication software compatible with iPad or
SmartBoard devices;
- Video remote interpreting;
- Closed captioned decoders;
- Highly visual communication tools, checklists, schedules and materials;
-Open and closed captioning on computer and television monitors;
- Staff or interpreters proficient in sign language.
When it is determined that a participant needs assisted communication to participate in
the program/service, the Program Specialist/Self-Advocate Program Director will notify
the Director of Programs in order to establish ongoing access to existing technology
(e.g., iPad, Smart Board) or 'to secure additional resources as needed (e.g., sign
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language interpreter). Preference will be provided to the participant’s first choice of
assisted communication unless a different communication assistance is
recommended/specified in the participant’s current communication assessment. If The
Arc has difficulty fulfilling an assisted communication obligation, the Director of
Programs will contact the ODP Deaf Services Coordinator for additional assistance. if
The Arc becomes aware of a participant’s need for communication assistance that has
not been included in the ISP, the Program Specialist/Self-Advocate Program Director
will contact the Supports Coordinator within ten (10) calendar days from the date the
program/service becomes aware of the participant’s need and will participate as needed
to amend the ISP.
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LEAST RESTRICTIVE PROCEDURE POLICY Purpose:
The Arc Susquehanna Valley is committed to protecting the health, well-being and
rights of those we serve by providing quality services in a natural and supportive
environment. As such, we are obligated to assist individuals with intellectual and/or
developmental disabilities to attain the most meaningful quality of life by using the least
restrictive methods of support. Verbal management and de-escalation techniques are
established and advocated over physical restraint, restrictive procedures or emergency
interventions. It is recognized that some individuals on occasion may require more
restrictive supports in order to reduce the likelihood of physical injury to self or others.
The Arc Susquehanna Valley does not condone the use of physical restraints or
restrictive procedures unless they are an approved procedure clearly defined in an
Individual Support Plan (ISP) or during an emergency in order to prevent physical injury
to self or others.
The Arc Susquehanna Valley agrees with the statement made in The Arc of the United
States’ Position Statement on Behavioral Supports (August 2010; www.thearc.org).
“Research indicates that aversive procedures such as physical restraint do not reduce
challenging behavior; rather, they can inhibit the development of appropriate skills and
behaviors and may only be used as a last resort". The statement also reads that
research-based positive behavioral supports need to be designed on an individualized
basis, "emphasize learning, offer choices and social interaction, be culturally
appropriate and include modifying environments as needed”. The Arc Susquehanna
Valley fully embraces this position.
Definitions:
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A restraint or restrictive procedure that is reportable as defined by the Department of
Public Welfare (DPW) PA Code 55, Chapter 2380 and Chapter 5100, include — but is
not limited to practices that
- Limit an individual's movement, activity or function;
- Interfere with an individual's ability to acquire positive reinforcement;
- Result in the loss of objects or activities that an individual value; and
- Require an individual to engage in a behavior in which, given freedom of choice, the
individual would not engage.
A situation that is defined as an emergency:
- Poses a real and significant threat to the safety and welfare of an individual receiving
services;
- Poses a real and significant threat to the safety and welfare of other people.
- A restraint, restrictive procedure or emergency that requires reporting and
documentation consistent with DPW PA Code 55 gg 5391 include such things as the
use of the following: a protective device as defined within the applicable regulations
cited in this policy; a safety or Least Restrictive Procedure Policy Support device
designed to assure proper body positioning or balance; restraints authorized by a
physician or a dentist for the provision of a medical/dental procedure by the practitioner;
a restrictive procedure while an individual is hospitalized or to prevent aggravation while
an injury is healing.
Procedures:
In accordance with The Office of Developmental Programs (ODP) Communication
Memo 080-12 and Bulletin #00-06-09, the following proactive measures are taken in
order to limit the use of restraints or procedures classified as restrictive:
- General Training: The Arc Susquehanna Valley trains direct support professionals in
the use of verbal management and positive behavioral support strategies, with the goal
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of de-escalating potentially challenging behaviors, protecting and minimizing the risk of
injury to the individual and others.
- Individual-specific training: According to DPW PA Code 55, Chapter 2380 and Chapter
5100 regulations, The Arc Susquehanna Valley trains direct support professionals in the
Individual Support Plans of individuals served prior to working with them directly.
Moreover, The Arc provides training* in the skills required to implement an approved
restrictive procedure only to direct support professionals who are assigned to support
an individual who has an identified behavioral support plan in their lSP. Direct support
professionals who support an individual who has an approved restrictive procedure or
restraint in a behavioral support outcome of their ISP receive initial training within 14
calendar days of their first day of employment and prior to working directly with the
individual 9; will have documented training that has occurred during the last 12 months.
Ongoing training for direct support professionals will continue consistent with ISP
reviews and throughout the duration of the behavioral support outcome as required in
the ISP.
- Documentation: The use of a restrictive procedure that is approved in an individual’s
service plan must be reported to the Department of Public Welfare (ODP) within 72
hours of the occurrence according to incident management regulations. if a restrictive
procedure is used with an individual and not specified in the ISP (e.g., on an emergency
basis), it must be reported to the department within 24 hours of the occurrence and
requires an investigation. The Arc is required to report the occurrence of all incidents in
The Home and Community Services Information System (HCSIS) as well as the status
of related investigations.
- Administrative Oversight: The Arc Susquehanna Valley conducts incident
management reviews on a regular basis for any occurring incidents. As an integral
component of the Quality Management Plan and the overall quality improvement
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process of the organization, the Executive/Advocacy committee gives direction and
makes recommendations for improvement and prevention directly to staff.
* Lennox, D., Rourke, D., Geren, M., Houston, 2., Van Herp, K., Grider, B., McGovern,
B., MeLellan, J ., lacovelli, J (2013). Safety-Care Behavioral Safety Training (version
5.5).
Least Restrictive Procedure Policy focuses on quality improvement strategies of the
organization and conducts administrative oversight functions.
The Quality Improvement Committee — which in part serves as an incident
management review committee -’ makes recommendations for additional individual or
systemic supports, analyzes trends in reportable and documented incidents, and
mitigates and manages risk factors in order to promote the health, safety and rights of
the individuals served by The Arc. The Arc Susquehanna Valley is not responsible for
conducting behavioral support plan oversight functions and defers to other support
organizations, such as behavioral health service organizations or intermediate units, for
this function.
5. Correction of circumstances or conditions at the premises which may constitute a
high probability of incidents occurring based on previous experience.
When an incident affects the physical or emotional wellbeing of a participant, the staff
will immediately insure that the participant is safe from further possible injury, the
participant will receive first aid, medical attention and programmatic attention as soon as
possible, if necessary. Staff will have concern for and be sensitive to the emotional
needs of the participant after an incident and arrange for specialized counseling, if
necessary.
The Executive Director will regularly evaluate the incidents that have occurred in
relation to policies, procedures, and staffing. Written documentation of regular
evaluations will be kept. If regular evaluations identify an existing problem, with the
prevention and management of unusual incidents, necessary corrective actions will be
made to reduce or prevent occurrence of similar incidents.
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The Arc Susquehanna Valley, Inc. will cooperate with the County Intellectual Disabilities
Program in any investigation of incidents.
RESTRICTIVE PROCEDURE POLICY*
*Please cross reference with The Arc Susquehanna Valley’ Least Restrictive
Procedures Policy.
A restrictive procedure is a practice that limits an individual’s movement, activity or
function; interferes with an individual’s ability to acquire positive reinforcement; results in
the loss of objects or activities that an individual value; or requires an individual to
engage in behavior that he or she would not engage in given freedom of choice.
The following restrictive practices may not be used in any situation: seclusion, chemical
restraint, mechanical restraint, prone position manual restraint, manual restraints that
inhibit respiratory/digestive systems, inflicts pain, causes hyperextension of joints and
pressure on chest or joints, techniques in which the individual is not supported.
1. Any practice that limits an individual movement, activity, or function
- Physical holds or prompts of an individual for any length of time during which an
individual resists or objects to the physical assistance. (This is a manual restraint if the
hold exceeds30 seconds).
- Blocking access to a room, person, or activity. (if blocking access is used as a prompt
or a teaching tool, it is not a restrictive procedure)
- Exclusion as defined in Regulation 2380.162(b)
- Manual restraints defined in Regulation 2380.161 (b)
- Mechanical restraints defined in Regulation 2380.180 (b) Chemical restraints defined
in Regulation 2380.159 (b)
2. Any practice that interferes with an individual’s ability to acquire positive
reinforcement. Ignoring an individual because of an in appropriate behavior (behavior
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may be an indication of a problem or a means of communication). Ignoring an
inappropriate behavior but giving attention to the individual is not a restrictive procedure.
Directing an individual to stand or sit away from the grout) for any period of time
(sometimes call contingent observation), if the individual resists or refuses. (If the
individual willingly leaves the group area following a positive suggestion or prompt, this
is not a restrictive procedure).
Removing an individual from a room, area or activity with staff person present with
individual, if the individual resists or refuses. (If the individual willingly goes with the
person following a suggestion, this is not a restrictive procedure.)
Use of rewards to coerce an individual to comply with a request, or, rewards that are
contingent upon “appropriate” behavior such as “if you cooperate during cooking activity
you may have a soda”. (Giving a reward for displaying an appropriate behavior or
engaging in tasks/activities is not a restrictive procedure as long as the reward is not
contingent upon the behavior. If you say “if you eat your lunch now, you may visit with
Joe this afternoon” that implies that the individual must eat his/her lunch in order to visit
with his/her friend (coercive). However, if after the individual eats his/her lunch you say,
“it’s great you finished your lunch; why don’t we go over to see Joe this afternoon," that
is not restrictive since coercion is not involved).
If positive reinforcement is given following a single desired behavior or absence of a
single undesired behavior, over a short period of time at a specified interval, this is not a
restrictive procedure (e.g. pat on back or praise every 15 minutes if no self—injurious
behavior). If however positive reinforcements in given contingent on a cumulative total
in intermittent positive reinforces this is a restrictive procedure (e.g., star chart for entire
day or week; if you earn 7 stars this week you may do a desired activity, etc.)
Exclusion defined in Regulation 2380.162(b)
Manual restraints defined in Regulation 2380.161 (b) Mechanical restraints defined in
Regulation 2380.160 (b) Chemical restraints defined in Regulation 2380.159 (b)
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3. Any practice that results in the loss of reinforcers. objects or activities that an
individual value.
Punishment for “inappropriate” behavior. (Punishment is defined by the perceptions and
values of the individual).
- Token economies that result in loss objects or activities.
- Withholding an activity from an individual because of an “inappropriate” behavior such
as “you hit Joe so you cannot work in the computer area today”, “you cannot sit with
Sue at lunch because you did not finish you speech therapy today”, etc.
- Exclusion defined in Regulation 2380.162(b)
- Manual restraints defined in Regulation 2380.161 (b) Mechanical restraints defined in
Regulation 2380.160 (b) Chemical restraints defined in Regulation 2380.159 (b)
4. Any practice that requires an individual to engage in a behavior that he or she would
not engage in given freedom of choice.
Requiring an individual to engage in a behavior that he or she would not engage in
given freedom of choice is a restrictive procedure if coercion and control used and not
training and persuasion. The distinction between a restrictive procedure and positive
training is the issue of control. If coercive control is exercised over the individual's life
and choice, this is restrictive procedure. (Examples: requiring an individual to move from
one are to another; participate in speech therapy, clean his or her area, etc. if control or
coercion is used.)
Requiring an individual to not only restore the damages caused in a physical outburst
but also clean the entire room (sometimes called restitutional overcorrection.)
Exclusion defined in Regulation 2380.162 (b)
Manual restraints defined in Regulation 2380.161 (b) Mechanical restraints defined in
Regulation 2380.160 (b) Chemical restraints define in Regulation 2380.159 (b)
The use of restrictive procedures is prohibited by The Arc Susquehanna Valley, Inc.
In the event of an emergency, when a participant is injuring themselves or others, The
Arc along with the ID team would take all the necessary steps to reduce or eliminate the
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behavior. All direct care staff are trained annually in positive approaches. Staff make
every attempt to anticipate and de-escalate the behavior using methods of intervention.
Consequences for Violation of Policy
The Arc of Susquehanna Valley will report use of unauthorized or prohibited restrictive
interventions under the category of rights violation, misused restrictive intervention (See
tips for manages situations and people in the Program Handbook). While many
providers already report misused restrictive interventions as a violation of rights,
addition of the secondary category allows providers, AEs/counties, and ODP to track
and analyze the frequency of these occurrences.
All employees must follow the Least Restrictive Restraint Policy. Reporting these
alleged violations is mandatory for all staff. Violating the policy or not reporting violations
may result in termination of employment. Furthermore, violation may be a crime for
which The Arc will press charges.
IMPLEMENTATION OF PARTICIPANT BACK UP PLANS*
* The policy and procedure of back-up plans is applicable to participants who receive
support services in their own private residence or other settings where staff may not be
available continuously.
The Arc Susquehanna Valley is committed to rendering services according to every
participant’s approved and authorized ISP (Individual Support Plan). The Agency With
Choice (AWC) program insures that Home and Community Based Services (HCBS) are
delivered in the amount, frequency and duration referenced in the participant’s ISP. A
back-up plan is developed according to the unique needs and risk factors of an
individual participant and is discussed and shared with the individual and the support
team. The back-up plan is included in the ISP and addresses contingencies such as
emergencies, including the failure of a support worker to appear when scheduled to
provide necessary services when the absence of the service presents a risk to the
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participant’s health and safety. The back-up plan is discussed and updated as
necessary during the participant's ISP plan year or during the next ISP meeting.
The Executive, Program, or Self-Advocate Directors monitor the type, amount, duration
and frequency of services that the individual is receiving per their assessed needs and
desired outcomes as documented in the approved and authorized ISP. If services are
not rendered per the ISP due to the participant’s hospitalization or rehabilitation care for
an extended period, the Directors will notify the Supports Coordinator (SC) and
Administrative Entity (AE) immediately.
REPLACEMENT OF PARTICIPANTS’ LOST OR DAMAGED PROPERTY The Arc Susquehanna Valley shall either replace participants’ property that was lost or
damaged by the agency/staff while providing services or pay the participant the
replacement value of lost or damaged item(s). All claims of participants’ lost or
damaged property need to be brought to the attention of the Self-Advocate Program
Director as immediately as possible in order to be verified, reported (see also below)
and to be replaced or reimbursed.
TRANSITION OF PARTICIPANTS The Arc Susquehanna Valley is committed to the cooperative transition of participants
to other services in the event that the participant chooses another service or that The
Arc is no longer willing or able to provide services, including the following:
-Participation in transition planning meetings;
-Cooperation with visitation schedules;
-Arrangement for transportation to support visitation;
-Closure of open incidents in HCSIS;
-Unbiased information when a participant is making a choice about another
service;
-Written notice to GDP at least 30 days prior to discharge or if the agency is
unable to continue services due to emergency circumstances;
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-Provision of services during transition;
- Participation in planning activities of all new participants that the agency intends to
serve; and
- Provision of available records to a new provider within 7 days of the participant's
transfer.
ACCESSIBILITY OF INTELLECTUAL DISABILITY SERVICES FOR PARTICIPANTS WHO ARE DEAF OR HAVE OTHER COMMUNICATION DIFFERENCES
Consistent with the Americans with Disabilities Act (ADA) and the Office of
Developmental Programs Bulletin #00-14-04 (April 8, 2014), The Arc Susquehanna
Valley ensures the provision of equal access for all individuals with disabilities. In the
case of individuals who are deaf or who have other communication differences, it may
be necessary for participants to have assisted communication in order to receive
programs and services.
A participant's need for communication assistance can be determined by an
assessment completed by a speech-language pathologist, a formal communication
assessment selected by ODP (Office of Developmental Programs) for individuals who
meet the criteria for such assessment, or a determination made by the ISP (Individual
Support Plan) team on an interim basis until an assessment is completed. Types of
communication assistance may include but not be limited to the following:
- Access to video phone equipment, adapted telephones, captioned telephones and
telecommunication devices;
- Assistive technology, such as communication software compatible with iPad or
SmartBoard devices;
- Video remote interpreting;
- Closed captioned decoders;
- Highly visual communication tools, checklists, schedules and materials;
- Open and closed captioning on computer and television monitors;
- Staff or interpreters proficient in sign language.
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When it is determined that a participant needs assisted communication to participate in
the program/service, the Program Specialist will notify the Program Director or Self-
Advocate Director in order to establish ongoing access to existing technology (e.g.,
iPad, SmartBoard) or to secure additional resources as needed (e.g., sign language
interpreter). Preference will be provided to the participant's first choice of assisted
communication unless a different communication assistance is recommended/specified
in the participant's current communication assessment. If The Arc has difficulty fulfilling
an assisted communication obligation, the Director of Programs will contact the ODP
Deaf Services Coordinator for additional assistance. If The Arc becomes aware of a
participant's need for communication assistance that has not been included in the ISP,
the Program Specialist/Self-Advocate Program Director will contact the Supports
Coordinator within ten (10) calendar days from the date the program/service becomes
aware of the participant’s need and will participate as needed to amend the ISP.
THE ARC SUSQUEHANNA VALLEY INCIDENT MANAGEMENT POLICY Purpose:
It is the policy of The Arc Susquehanna Valley (The Arc) to establish procedures for the
prevention and management of incidents in accordance with Chapter 6000 (Subchapter
0) and the Office of Developmental Programs’ (ODP) Certified Investigator Manual.
Incident management is the collection, classification and use of incident data to protect
the individuals we serve from harm. The purpose of this policy is to specify the
guidelines and procedures for the incident management process. The procedures
outlined in this policy address The Arc’s responsibilities to provide quality services in a
healthy and safe environment to individuals receiving services.
Procedures:
Employees, contracted agents and volunteers of The Arc are included in the scope of
this policy to respond to events that are defined as an incident and to take appropriate,
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prompt action to protect individuals’ health, safety and rights. The responsibility for
protective actions is provided by the initial reporter or points person. Protection may
include calling 911, escorting to medical care, separating the perpetrator, calling Adult
Protective Services (APS) or Child Protective Services (CPS), arranging for counseling
or referring to a victim assistance program. The point person or designee will inform the
individual’s family or guardian within 24 or 72 hours, depending on the category of
incident, of the occurrence and also inform the family or guardian of the outcome of any
investigation. Incidents will be responded to by staff who are trained and knowledgeable
about the incident management process and protecting individuals.
In addition, The Arc is obligated to comply with The Older Adults Protective Services Act
(35 PS §§ 10225.101-10225.5102) and The Child Protective Services Law (23 Pa. 08.
§§ 6301—6385). As such, all employees of The Arc are mandated reporters and
required to follow the reporting procedures outlined in this policy below as well as
reporting to APS or CPS accordingly.
Reportable Incidents
Categories of incidents are divided into those that must be reported within 24 hours of
discovery or recognition and those that need to be reported in 72 hours. Reportable
incidents within 72 hours include but may not limited to: 1) Medication error, and 2)
Restraint. Incidents that require reporting within 24 hours and certified investigation
include but may not be limited to the following events:
-Death
-Suicide attempt
-Hospitalization
-Psychiatric hospitalization
- Emergency room visit
-Abuse as follows:
o Physical abuse
o Psychological abuse
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o Sexual abuse
o Verbal abuse
o Improper or unauthorized use of restraint
-Individual to individual abuse
-Neglect
-Missing person
-Law enforcement
-Injury requiring treatment beyond first aid
-Disease reportable to the Department of Health
-Fire
-Misuse of funds
-Participant rights violation
-Emergency closure
-Crisis event
-Restraint
Please also refer to Bulletin 6000-04—01 for further explanation of each reportable
incident category.
All reportable incidents will be reported in The Home and Community Services
Information System (HCSIS) Enterprise Incident Management (EIM). Arc employees are
provided access roles in HCSIS based on their position requirements. For incidents that
require reporting within 24 hours, the first section of the incident report must be
completed in HCSIS within 24 hours. The final section of the incident report includes
additional information about the incident, required investigations and corrective actions,
and must be completed within 30 days unless a report extension has been filed.
When multiple individuals are involved in certain primary and secondary categories of
incidents, the incident may be reported using a site report. Only those events
designated as site reports may be filed in that manner. An individual who is part of a
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group involved in a site report and is injured must have a separate individual report
using the appropriate classification.
In some occurrences, events may be classified under multiple categories of incidents. In
this event, employees, volunteers, etc. are directed to clarify the sequence of reporting
with their Incident Management Representative or also see Bulletin 6000—04431
(§6000.931. Multiple categories and sequences).
Incident Management Process
The Arc Susquehanna Valley has developed this process of incident management in
order to ensure the health, welfare and safety of individuals who receive services. The
Arc trains staff, individuals and families in incident management policies and practices
and assigns individual staff to the roles and responsibilities in the incident management
process as follows. Please see the Executive Director or the Director of Quality
Improvement and Compliance for a specific accounting of those assignments.
The Arc practices analysis of data on incidents, the quality of investigations and
identifies systemic changes based on risk mitigation analysis.
Reporting Procedure
Initial Reporter
The initial reporter may be any person on the scene who witnesses the incident or is the
first to discover or be made aware of an incident. The initial reporter first responds to the
incident by taking immediate actions to protect the health, safety and rights of the
individual(s) involved. Protective action may include calling 911, escorting to medical
care, or calling APS. When the individual’s immediate needs have been met, the initial
reporter must notify a point person and may receive additional instructions. The initial
reporter documents their observations in a narrative report, which must be maintained
and available for review. Failure to make a report as outlined in the reporting procedure
may be subject to disciplinary action.
Points Person
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The points person receives verbal or other reports or allegations of incidents from
individuals, families and initial reporters. In general, the point person is a program
director or other administrative staff and is responsible for entering the reportable
incident in HCSIS EIM as described above. In addition, the point person will:
1. Confirm that appropriate protective actions have been taken and/or request additional
actions are taken in order to protect the safety of the individual involved in the incident;
Separate the individual from the target when the individual's health and safety may be at
risk;
Ensure that notification requirements of APS and CPS are met, if applicable; Determine
if an investigation or other corrective action is required;
Secure the scene of an incident if an investigation may be required;
Ensure that a certified investigator is promptly assigned when required;
Notify appropriate supervisory/administrative personnel of the incident;
Initiate the reportable incident in HCSIS EIM within 24 or 72 hours as described above
in this policy;
2. Notify the family/guardian within 24 or 72 hours depending on the category of incident
as described above unless specified otherwise in the individual support plan.
Incident Management Representative (IMR)
The Incident Management (IM) Representative oversees all levels of incident
management, including assurance that the activities of the initial reporter and the point
person have been completed satisfactorily. In addition, the IM representative or their
designee is responsible for the finalization of the incident report within 30 days of the
incident. The [M representative is responsible to evaluate the quality of incident
investigations as indicated in the certified investigation manual. Currently, the IMR is the
Facilities Advocate.
Incidents Requiring Investigation
An investigation is the systematic collection of information to describe and explain an
event or series of events. According to ODP regulations, the incident categories listed
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above in this policy that are reportable within 24 hours of discovery or occurrence and
also require investigation. The Arc may investigate any incident at any time.
Certified Investigators
The Arc will have at least one ODP Certified Investigator. Only certified investigators will
be assigned to investigate incidents. The Executive Director or the Incident
Management Representative will assign Certified Investigators to an investigation.
Certified investigators will begin investigations promptly following an incident requiring
such and will enter a summary of the investigation in HCSIS EIIVI. Whenever possible,
the Certified Investigator’s immediate supervisor should make every attempt to relieve
the investigator of his or her regular responsibilities for the duration of the investigation.
All staff of The Arc are expected to cooperate fully with investigations, including
complying with the investigator’s request for an interview during which both verbal and
written statements will be taken. Failure to cooperate during an investigation may result
in disciplinary action as outlined in the agency’s personnel policies.
At times during an investigation — for example, when an allegation of abuse or neglect
is being investigated staff who are directly involved in the alleged incident may need to
be temporarily suspended from their duties and cannot provide services to other
individuals pending the conclusion of the investigation. If the allegations are found to be
unsubstantiated, compensatory salary will be made for the work time the employee has
lost.
Conflicts of Interest
In order to minimize possible conflicts of interest, whenever possible every attempt will
be made to ensure that Certified Investigators will not be assigned to a department they
are employed in or have an administrative function over. The investigator should
immediately notify the Executive Director or the IM representative or their designee, of
any conflicts of interest that may exist that would prohibit them from performing a
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thorough and objective investigation. In the event of a conflict of interest, an alternative
Certified Investigator will be assigned to investigate the incident.
In addition, during an investigation, and/or advocacy action, the reporting structure will
flow to the Advocacy/Executive Committee Chair vs. the Executive Director. This will
ensure the least biased outcome.
Investigation Record
The investigation record includes the incident report, evidence, witness statements, and
the certified investigator’s report. The investigation record is to be secured and
separate from the individual’s record. A summary of the investigator’s report shall be
entered into the HCSIS EIM incident report. Individuals and families, unless otherwise
indicated, shall be notified of the outcome of all investigations.
Incident Prevention and Management
The Arc is committed to protecting the health, safety and rights of individuals served
and practices risk mitigation activities, including the collection and analysis of incident
data. In addition, the following proactive measures are taken to reduce the probability of
incidents occurring.
Pre-Service and Annual Training
The Arc staff receive training in the prevention, management and reporting of incidents
prior to working with individuals who receive services and annually thereafter. Pre-
service and annual training is presented by certified investigators and the curriculum
includes:
-Positive approaches to protecting individuals’ health, safety and rights
-Strategies to help employees avoid incidents
-Identifying and reporting abuse, neglect and violation of rights
-Procedures for reporting incidents
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-The responsibilities of various staff during an investigation
-An interactive presentation with the opportunity for staff to ask questions and request
further information
Following pre-service training, all staff are required to receive this training on an annual
basis.
Trend Analysis Reporting
Incident management is an integral component of the Quality Management Plan (QMP)
and part of an overall risk management strategy. Incidents are counted and tracked on
a monthly basis. Incident reports are reviewed individually as well as in the aggregate to
determine if trends may be developing that may warrant further intervention. Trend
analysis is reported in quarterly QMP reports and may include:
-Incidents per month by individual and site
-Summary comparisons to prior four quarters
-Incidents requiring investigation by individual and site
-Results of investigations (confirmed, unconfirmed, and inconclusive)
-Actions to be taken in response to the conclusion/determination
-Analysis of increases/decreases in numbers and types of incidents from previous
quarter and previous year by individual, by location
-Analysis of individuals with three or more incidents during the reporting period to detect
patterns or connections
-Analysis of significant factors that may influence the data
-Qualitative analysis of investigations conducted
-Analysis of the implementation of corrective actions during the reporting period
-Discussion of special areas of concerns identified in the review process
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Evaluating the Quality of Incident Investigations
The Executive/Advocacy Committee is responsible for reviewing trend analyses of
incidents as well as the quality of investigations. The committee may give directions or
make recommendations to the administration of the organization for additional actions
that effect the health, safety and rights of individuals served, including the effectiveness
of the incident management process. The Committee will utilize the evaluation tools and
checklists included in the Pennsylvania Certified investigator’s Manual. Copies of the
completed checklists will be provided to investigators whose investigations have been
reviewed for feedback purposes.
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INCIDENT REPORT FORM
To be completed within 12 hours of incident/accident
Incident Date: Incident Time:
Incident Location:
Names/Demographics of Parties Involved:
Details of Incident:
Actions Taken to Protect Individual Safety:
Investigation Results:
Corrective actions to protect individuals and for prevention of future incidents:
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PARTICIPANT GRIEVANCE PROCEDURE The Arc believes that all people receiving services have the right to administrative
review of ' any disciplinary action taken against them. Participant/their
families/advocates also have the right to administrative review of any situation felt to be
unfair or indicative of unsatisfactory delivery of services. In accordance with this opinion,
all people entering our program will be advised of the following procedures for the
submission of formal and informal grievances and that they have the right of advocacy
at any point which may be a friend, Arc advocate, other staff member or attorney. In all
cases, The Arc will resolve grievances within twenty-one (21) days of their receipt.
The Participant Grievance Procedure will be evaluated annually by program and
compliance staff for efficacy and updated based upon the number of grievances
received and their dispositions.
Informal Grievance
If, in the opinion of the individual/parent/advocate, the grievance is not serious enough
to warrant formal submission, the individual/parent/advocate may utilize the following
procedure for the, submission of informal grievances. In this case, the
individual/parent/advocate must:
* present his/her grievance orally to the involved supervisor stating the action or inaction
being protested. Such presentations shall not normally be allowed during
times other than breaks, lunch, or counseling sessions.
* the involved Supervisor must discuss the grievance and surrounding circumstances
with the individual/parent/advocate at an appropriate time within 24 hours of the
presentation.
* if the grievance is not resolved, it must be put in written form and presented to the
Supervisor who will have 24 hours to respond in writing.
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If no agreement can be reached between the participant and the direct supervisor, the
written grievance is then taken to the Program Director who will arrange a meeting with
the parties involved. During this session, the complaint will be discussed, and a mutually
agreeable solution attempted. Such meeting must take place within 48 hours after-
presentation to the Program Director If no such solution develops and the
individual/parent/advocate feels that the grievance warrants further action, he/she may
continue the procedure for the formal submission of a grievance.
Formal Grievance
* In this case, the individual/parent/advocate must present this written grievance to the
Executive Director, stating the action or inaction being protested and the services the
participant has or was to receive.
* Within one week from receipt of grievance, the Executive Director will gather facts,
hear all evidence presented and discussion of same, review all relevant material,
interview individuals involved in the grievance and schedule a meeting at the mutual
convenience with the aggrieved individual, the involved supervisor, him/herself.
* The Executive Director will prepare a written response to the grievance to be
presented at the meeting including:
- Name, date and nature of the grievance;
- Process used to investigate the grievance;
- Resolution of the grievance;
- Action steps taken to resolve the grievance and date resolved
If at this point the individual/parent/advocate has still not received satisfaction, then
he/she is free to present the grievance at the next regularly scheduled meeting of the
Board of Directors, or one especially called for the purpose. The aggrieved may be
represented by counsel at this meeting. In this case, a separate document in addition to
the Executive Director’s will be prepared in response to the aggrieved individual. All
resolutions rendered by the Board of Directors will be final.
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Registration & Payment For Arc Events
The Arc has several events throughout the year which require advance registration and
payment. Registrations and payments are to be done online at the website, mailed or
delivered to The Arc office, 15 South Fifth Street, Sunbury. Arc program coordinators
are occupied during meetings and are not expected to handle registrations. If self-
advocates and/or caregivers attempt to hand in registration forms or money at a
program meeting, they are to be referred to The Arc office. Envelopes addressed to
The Arc Susquehanna Valley will be provided to all coordinators for the convenience of
self-advocates, their families, and caregivers.
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Social Recreation Event Policy Social recreation events will be planned a year in advance and released by the beginning of the
fiscal year in July.
A social recreation event planning committee consisting of the Social Recreation Coordinator
(SRC) and at least two board members shall make up the committee. All events proposed by
the social recreation committee will be presented to the board of directors for approval,
changes, suggestions, etc.
After events have been proposed and approved, the SRC will then plan the upcoming events as
close as possible to the time of year the committee has decided upon.
Event Execution
Events will be scheduled and confirmed via phone call and follow up letter with all parties
needed to produce each event. Parties involved may be: Event facility, caterer, DJ, conveyance,
and trip destination site (museum, park, etc.)
Events are open to all Arc Members including Self Advocates, Caretakers, family members and
friends. All Self-Advocates attending must be supplied with their own transportation to and
from events unless the Arc van or bus rental is being utilized.
The Arc’s insurance provider should be contacted with a list of events to be insured. Insurance
certificates may be ordered for individual events as needed.
Event Pricing
Event pricing for dinner dances is based on the number of people who attended the event the
previous year, the cost of the meal, gratuity, and any other costs such as party favors, door
prizes, and any supplies.
As well as to help our organization meeting expenses, events have a charge, in part, to
correspond to “real world” circumstances and be like the costs of such events for any
organization, or “a night out on the town”.
pricing for trips is based on the cost of the conveyance and driver tip added to the cost to
attend the desired destination divided by the number of passengers that can be comfortably
accommodated.
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When ticket prices are set before an event, an estimate of the number of people attending is
used.
The Arc of Susquehanna Valley has a “no self-advocate turned away” policy for event
attendance (provided the event is not sold-out). For self-advocates who believe they cannot
attend an event due to cost, The Arc Susquehanna Valley will review requests for financial
assistance on a case by case basis to uncover possible resources for their attendance and/or
reduced or waived admission based on need.
Formula for setting prices when van is used for an event
Van use for an event adds a cost. This shall be added to the co-pay for the event as follows:
Multiply the total number of round-trip miles by the current Arc reimbursement per mile rate
then divide by the number of persons traveling in the van.
When ticket prices are set before an event, an estimate of the number of people attending is
used.
Caretaker Policy
Self-Advocate Emergencies during trips or at events must be handled by the caretaker
accompanying the Self Advocate. This includes making the decision to call 911 as needed,
performing first aid, or dispensing medication.
A caretaker is defined as someone with the ability to make responsible decisions in an
emergency, is aware of all special needs the Self Advocate may have, and be able to support
bodily needs such as feeding or bathroom assistance. The caretaker is responsible for
controlling behaviors as best they can, removing a Self-Advocate from a potentially dangerous
situation to themselves or others, provide any medications, and ensure the Self Advocate’s
safety.
Caretakers must be a trained professional, guardian, capable family member, or close family
friend that has the ability or training to provide above mentioned supports. A caretaker cannot
be another Self Advocate. If Arc staff does not approve of the caretaker because they do not
meet the caretaker guidelines and is unable to properly care for the Self-Advocate it is the
responsibility of the legal guardian and or agency of care to provide an adequate substitution.
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The Arc Staff is not authorized to provide medical treatment, first aid, or to dispense any
medication. If the Self-Advocate has any known medical issues, such as, but not limited to
seizures, etc., the caretaker is required to handle these situations. If an accident or other
medical emergency arises the SRC is instructed to immediately notify 911.
A care taker must accompany a Self-Advocate to every event. There should be a 1:1 ratio
between Self-Advocates and caretakers; However, there may be special situations in which a
Self-Advocate does not have to have a caretaker. In this instance, information about the Self-
Advocate will be reviewed and approved by the director.
Arc Tranportation Policy The Arc van may be used for various purposes consisting of but not limited to: Social
recreation day trips, summer camp, and conveyance of Self-Advocates to and from specific
events. The van can hold 8 passengers, a driver, and one Arc representative. If the van is being
driven by the Social recreation coordinator, Arc employee, or there is a paid, hired, van driver, a
separate Arc representative is not required. Van availability is first come, first served.
All Self-Advocates riding in the van must be accompanied by a caretaker. The Arc van is
not handicapped accessible therefore any riders must be able to board and disembark with
limited assistance from their caretaker.
Passengers are expected to conduct themselves in a responsible, calm manner. They
must be considerate of the special needs of other riders. Anyone using a foldable wheel chair,
walker or other mobility devise may store it in the van if there is room in the rear luggage area.
Storage space is limited to a first come, first serve, basis. All passengers must wear their
seatbelts. There will be no exceptions to this rule.
Van Driver
Anyone driving the van must have a current, valid, driver’s license. A van driver may be
the SRC, an Arc volunteer, Arc employee, or a hired driver. All traffic rules and regulations must
be observed.
The van driver must fill out a “Van Usage” form for each trip. This form includes driver
name, trip date, millage, repair report, and an incident report. The office staff can provide a
form for each trip. The form must be turned in to the SRC so that any issues may be resolved or
it can be archived.
SRC will be responsible for maintenance and cleaning of the van as well as securing
drivers and ensuring they meet proper requirements. The SRC will interview, hire, and
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supervise van drivers. The driver is to make reports to the SRC as needed and will be
responsible for returning the van is a cleanly manner.
Van Driver Job Description
Duties
• Drive van to the destination by following traffic rules and regulations.
• Pick up passengers from one point and ensure that they are transported to their
destinations in a safe manner.
• Work with SRC on scheduling and route information.
• Be professional, courteous, caring, and helpful to passengers.
• Pickup and drop off in a time efficient manner.
• Assist passengers in embarking from the van if needed.
• Ensure that riders are properly secured into seatbelts and stay in seatbelts.
• Must be able to lift a wheel chair or other mobility device.
• Provide assistance in loading mobility devices onto the van and ensuring that it is
stowed in a proper and safe way- Wheelchairs, mobility devices, crutches, etc.
• Map out route with the least amount of traffic and mileage.
• Assist passengers in disembarking from the van.
• Provide assistance in unloading mobility devices.
• Report any incidents behavioral or otherwise on van to SRC or other office personnel if
he/she is not available.
• Check van daily for cleanliness.
• Check the van periodically to make sure that all is in good working order.
• Fill out van usage form for each trip. Ensure mileage is noted at the beginning of the day
and the end of the day.
• Report repairs needed as soon as possible and record on van form.
• Give SRC van usage form daily.
Driver Qualifications
• Must have current, valid, driver’s license.
• Clean driving record.
• Pass all required background checks.
• High school diploma or GED preferred.
• Previous experience driving 10+ passenger van preferred.
Previous experience with people with disabilities especially I/DD preferred.
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Preventive Maintenance
The Arc will perform regular oil change and inspections on the van, as well as the
manufacturer’s recommended maintenance at various mileage.
All replacement part including tires will meet minimum manufacturer recommended
specifications.
Van drives MUST at least monthly:
• Check the tire pressure to be sure it is at tire manufacturer recommended levels
• Check the oil and transmission fluids to be sure they are sufficient
• Check all vehicle lighting including interior, exterior headlights, running, signals, etc.
• All moving parts such as doors, axles, etc. are to be checked to be sure they are
lubricated and in good working order.
A van maintenance log is inside the vehicle, and each driver MUST CHECK to see if one
has been filled out for the month. If not, THEY MUST BE THE ONE TO COMPLETE THE FORM.
Repair and maintenance requests (except routine state inspection) are to be filled out
and submitted to the Executive Director for review and approval.
Cost of Van Use
The Arc uses a specific amount per mile to figure costs for using the van (gas, insurance,
maintenance). The Executive Director will review this amount on occasion. This will impact the
amount charged per participant for use of the van, if there are no other sources of funding to
cover costs of a particular outing. At all times a fair amount will be charged for each participant
based only on the cost.
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Representative Payee Policy Purpose:
To ensure that patient funds are maintained in accordance with the requirements of the Social Security
Administration for representative payees.
Requirements
Clients using The Arc, Susquehanna Valley must reside in our coverage area which includes
Northumberland, Snyder, Union, Montour and Columbia Counties.
1. Clients must be receiving case management services from either Northumberland County MR or
CMSU Joinder MR.
2. Only clients approved by the Executive Director will be accepted. This may include individuals
receiving social security benefits or others.
3. Clients must work closely with their case manager, supports coordinator, or other provider. If
clients need to access their money, they must contact their county’s case management services
first, who will then contact The Arc, Susquehanna Valley Representative Payee.
Procedures:
Income
1. Encourage direct deposit if possible from all participants. Direct Deposits are received via
Social Security through Electronic Funds Transfer (EFT) and deposited to the Rep Payee
account
2. When paper checks are received in lieu of direct deposit, they are processed as
follows:
a. Input into the Representative Payee Management (RPM) software.
b. Total of each beneficiary’s benefit is recorded separately.
c. Checks are copied and deposit slips completed.
d. Checks are received by and delivered for deposit to payee group account
By Director or his/her authorized designee.
Interest & Bank Fees
1. There is no interest or bank fees in the program
Expenses
1. All invoices, bills and funds requests are given to Representative Payee to
process within budget allowance of client.
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2. Extra funds requests are received by, reviewed by, and approved by the client’s case
manager.
3. Records of all outgoing expense are filed for the appropriate month/year for
auditing purposes. Rent/utility/food and personal funds are provided for those clients that
live independently. Food gift cards are also purchased for those who have difficulty
budgeting portions of personal funds for the same. Food cards are held by the
Representative Payee to be included with weekly or monthly check to client or provider.
Savings
1. Establish a budget for each client. Encourage savings of at least $300.00 when
possible to insure funds for emergency situations.
2. When excess funds exist, pre-paid funeral arrangements are recommended first,
Payments are arranged with funeral directors in cases of limited funds.
3. Extra savings allows for clients to provide for emergencies, birthdays, recreation
and clothing purchases.
4. Representative Payee shall give money of the client to him/her upon the request of their
case manager/supports coordinator, subject to the limitations imposed by his or her budget.
Client, through their case manager/supports coordinator must request extra funds at least
ten (10) days in advance for non-emergency reasons.
Payee Fee
This organization is approved to charge fee for service. The fee may be changed from time to time, in
accordance with Social Security policy. The Arc, Susquehanna Valley prorates a monthly fee based on
the ending client balance each month as follows:
Under $49.99 = 10% of ending balance
$50.00 - $1,999.99 = $25.00
$2,000 - $3,000.00 = $30.00
$3,000 – Up = $35.00
Reconciliations
1. Expenses are recorded monthly in the RPM software per Client, providing for constant tracking
of clients’ funds to account balances.
2. All changes to deposit and expenses are updated daily to ensure accurate account
balances.
3. Representative Payee reconciles the accounting program using monthly bank statements.
Executive Director Checks and signs reconciliation
4. Ending totals are input into accounting program to generate monthly statements.
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Records
1. Keep records for at least three years or longer if required by agency policy.
Account Closure
1. Return conserved funds in as timely as reconciliation of all uncleared checks allows.
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I have received this Handbook and have read and understood the contents
Print Name:
____________________________
Signature: Date:
____________________________ ___________________________
