Page 17 - CCS Polices and Procedures

Crew Consulting Services
Policies and Procedures
9.2 Service Accessibility

It is the policy of CCS that case management services be available and accessible to individuals and their
families on an as-needed basis.

1. Individuals and families will be informed that case management services are available on a flexible basis
as well as in urgent or crisis situations. They will be provided with the contact information for the
individual case manager and the appropriate Supervisor, and on-call staff.

2. Case managers will be notified prior to employment of the requirement to work a flexible schedule,
based on the individual needs of the individuals they serve. Weekend and evening work may be
required.
3. Case managers must have a cell phone, and the number must be provided to the individuals, family and
appropriate providers.

4. Case managers must be available to respond to urgent or crisis situations whenever necessary. When
events require a case manager to be unavailable for any reason, he/she must notify the Supervisor at
least 48 hours in advance. In cases of emergency, the Supervisor must be notified as soon as possible. In
cases of emergency, the Supervisor will be responsible for ensuring coverage if a case manager will be
unavailable for any reason.
5. Case managers will be notified prior to employment of the requirement to work in the locations most
convenient and accessible to individuals and families, based on the individual needs of the individuals
they serve. Travel within the region will be required.

9.3 Telephone Call Return/Emergency Response

It is the policy and practice of CCS to respond in a timely, accessible, and professional manner to phone calls
initiated by individuals, families, community contacts, and other stakeholders especially when out in the
field or in the event of individual emergency. Back-up contacts are established and published so that if a
case manager cannot respond within the designated time frame, a qualified CCS staff person can assist if
necessary.

1. All individuals and families served by CCS will be provided with contact information for their case
manager, his/her supervisor, and CCS’ Executive Director upon entry into services.

2. All CCS case managers will be required to utilize cell phones to conduct work-related business outside
of the office. The cell phone will be operational (charged) and accessible to the case manager at all
times.

3. If a cell phone is under repair or not on the case manager ’s person, the case manager must inform
his/her supervisor and his/her administrative staff person so that the phone calls can be rerouted to the
administrative office. Voicemail must be checked several times throughout the day; this can be done via
any phone.

4. If a case manager cannot respond to emergency calls within one hour to calls being received (e.g.,
involved in an ISP, meetings with other individuals, etc.), he/she must notify his/her supervisor
immediately about the call and corresponding contact information.

5. It is the supervisor’s responsibility to respond to the call at that time, and to complete the necessary
Version Date: 6/23/2018 Page 17 of 33