Page 15 - CCS Polices and Procedures

Crew Consulting Services
Policies and Procedures
waiver individual's behalf to secure needed information, services, or benefits.
Support Note: A record of entries used by Case Managers/Enhanced Case managers and other team members to
document findings that are captured through ancillary contacts in order to identify needs, or documentation
efforts made on behalf of the waiver individual.

8. Individual Satisfaction Surveys

CCS values the input of stakeholders and uses feedback to evaluate the effectiveness of our services. Stakeholders
include persons receiving care coordination services, family members and guardians of such people, agencies who
provide care, and our own contractors. CCS will measure and analyze customer satisfaction on a regular basis
through satisfaction surveys, direct contact, and other appropriate methods. Results will be promptly analyzed for
trends as well as individual concerns.
Individual and systematic actions will be taken in response to survey findings.

Satisfaction surveys will be designed, distributed, and analyzed in accordance with CCS Policy CO-001-01
“Satisfaction Surveys.” At the conclusion of each satisfaction survey and analysis of the data, a written
report will be produced that:

- summarizes the response to the survey
- notes any trends or patterns in the results

- describes areas of strength and weakness
- includes recommendations for systemic improvements

- includes recommendations for future surveys
8.1 Contractor Conduct and Work Rules

To ensure orderly operations and provide the best possible work environment, CCS expects that all contractors
conduct themselves in a professional and ethical manner. A contractor should not conduct business in a way that
is unethical, nor should a contractor influence other contractor to act unethically. Further, a contractor should
report any unethical, dishonest, and/or unprofessional activities to a supervisor or the Human Resources
Department. It is not possible to list all the forms of behavior that are considered unacceptable in the workplace.
The following are examples of infractions of rules of conduct that may result in disciplinary action, up to and
including termination of employment:
 Violation of safety or health rules

 Theft or inappropriate removal or possession of property
 Falsification of timekeeping records

 Violation of Company Drug and Alcohol Policy

 Violation of Company Workplace Violence Policy
 Negligence or improper conduct leading to damage of employer-owned or customer-owned
property

 Failure to follow Company policies or processes
 Sexual or other unlawful or unwelcome harassment

 Possession of dangerous or unauthorized materials, such as explosives, firearms or other
Version Date: 6/23/2018 Page 15 of 33