An Oregon Provider Organization for Persons with Developmental Disabilities

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Section 10

Service Delivery

All delivery of services to customers must be done in accordance with existing service agreements, federal/state law, doctor’s orders, and company policy.

Employee Readiness

Due to the federal CARES act, all services delivered require employees to have location services enabled on their mobile devices and to sign in and out with each customer in real time with current geographic coordinates.

With location services enabled, the employee should log into the billing and progress notes program using the following steps.

  1. Go to the URL (web address) of the program that was provided by the company.
  2. Enter the company’s username and password.
  3. Enter your employee username and password.
  4. Enter your Personal Identification number (PIN). For security’s sake, the PIN entry window is not a text field. It cannot be attempted by a robot. Even if a keyboard is attached to the device, a pointing device must be used to enter the PIN.

If location services are not enabled or the employee fails to supply all of the credentials above, the employee must communication start/end times to the employee’s lead.

Customer Readiness

Generally speaking, the Company and its employees to not provide on-call services to customers. We deliver services using person-centered planning done in advance and under the direction of the customer. Appointments should be made in advance between the employee and the customer.

An employee may respond to an on-call request by the customer if the employee has the time, but the employee is not required to drop personal or family plans to respond to an on-call request by the customer.

Prior to leaving a location to keep any appointment to deliver services to a customer, the employee should contact the customer to make sure that:

  • The customer is going to keep the appointment as agreed.
  • The customer is not suffering from an infectious disease or is willing to wear a face mask.
  • When a customer is capable of taking care of their own personal hygiene, the customer has properly prepared to go out into public.
  • When a customer needs help with personal hygiene, the customer is willing to accept hygiene-related services prior to going out into public.

No employee is required to work with a customer under the following conditions:

  • The customer makes an on-call request for services.
  • The customer has personal hygiene issues that adversely effect the employee or the employee’s vehicle.
  • The customer is exhibiting behaviors that put the employee at risk.
  • The customer is being verbally or emotionally abusive.
  • The customer is under the influence of drugs.

Inclement Weather

In the event of inclement weather, employees may choose to not deliver services to the customer if, the employee does not feel safe driving in the weather conditions.

The employee may deliver services only in the customer home, if:

  • The school district where the customer lives is closed.
  • The customer has not been identified as a”fall risk”.
  • The customer does not feel competent in walking in adverse weather conditions.

The employee may deliver services in the community if:

  • The school district where the customer lives is open.
  • The employee is competent to drive in adverse weather conditions.
  • The customer and employee can reach in-operation public transportation and can safely reach bus stops or transit centers.
  • For employment services that occur in the customer’s workplace, the employer has not canceled work.

The employee must not deliver services if:

  • Public officials are recommending that people stay in their homes.
  • The employee does not feel competent in walking or driving in adverse weather conditions.
  • For employment services that occur in the customer’s workplace, the employer’s inclement weather policies do not allow the customer to work.
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