Page 18 - CCS Polices and Procedures

Crew Consulting Services
Policies and Procedures
follow up as appropriate (i.e., notification of providers, regional office, CCS senior level management, file
incident reports, create support notes, emails, etc.) and to inform the case manager about resolution of
the issue.
6. The responsibility to respond to the phone call will proceed through the following chain of command if a
proper response cannot be achieved:

a. Qualified On-Call Staff

b. Case Manager Supervisor

c. CCS Executive Director

7. Communication with all stakeholders is an essential part of providing support coordination services
to individuals. Continued non-compliance with this procedure will be viewed as a performance issue,
possibly resulting in the mandate for additional training, supervision, and/or disciplinary action.
9.4 Program Evaluation and Customer Satisfaction
CCS has an established policy for program evaluation and conduct comprehensive reviews of their programs at least
once a year. CCS agency administrative and program staff, members, and members’ representatives participate in
the review.

1. Policy and Administrative Review: CCS reviews policies and procedures at least annually and revises them as
needed. CCS will alert administrative and program staff, members, and members’ representatives in written
when a policy is changed in agency.

2. Clinical Record Review: CCS will monitor and review a 25% random sample or a minimum of 50 records (both
active and closed clinical records), whichever is less, to:
a. assure that staff follow established policies and procedures in providing services
b. determine the adequacy of member care plans
c. determine the appropriateness of staff decisions regarding the particular care ordered for members.
The review will include a summary of the program's effectiveness and a plan and time frame to correct deficiencies.
The provider will maintain review results in the administrative files and keep them available for review when
requested.

3. Member Satisfaction:
a. CCS will conduct quality improvement activities which include collection, measurement, and
evaluation of member satisfaction with the services provided by the agency. The member
satisfaction review must include direct communication with members. CCS’s quality improvement
activities will include:
i. publication of a local telephone number for a designated staff person responsible for
addressing quality improvement issues, member complaints, and conducting ongoing
member satisfaction activities. The contact telephone number must be distributed to all
EDWP (CCSP and SOURCE) members and/or member representatives
ii. routine assessments of member satisfaction during visits.
iii. collection and analysis of feedback regarding service staff reliability, responsiveness,
competency, empathy, and courtesy
iv. specific time frames for reporting, investigating, and resolving service complaints
v. specific activities for addressing results of quality improvement activities.
4. CCS maintains a written report describing the findings of the evaluation and any corrective action taken. CCS
will document follow-up to assure the issues have been resolved.

Version Date: 6/23/2018 Page 18 of 33