Page 26 - CCS Polices and Procedures

Crew Consulting Services
Policies and Procedures
policy goals and objectives set forth by our clients and their stakeholders. CCS’ QA strategy creates a system of
accountability and maintains a high level of transparency through a holistically designed, fully integrated IT
solution as the centerpiece of data management and quality reporting. An internal Quality Assurance review
process consisting of various self-assessment activities is used to determine the appropriateness and
effectiveness of case management services. The issues identified through this internal process are addressed in
the quality improvement plan. Please refer to QUALITY ASSURANCE AND COMPLIANCE - GEORGIA (COGA-001-01)
for Quality Assurance and Compliance Procedures.

16. Grievance Procedures

Crew Consulting Services LLC is committed to receive, review, and resolve complaints and grievances in a timely
manner. All complaints and grievances will be addressed promptly, investigated as appropriate, resolved, and the
outcome communicated to the individual filing the complaint. No one will be retaliated against or otherwise
denied assistance for filing a complaint or grievance.

In accordance with CCS Policy, all complaints and grievances will:

1. Be taken in person, via telephone, by referral, or by email.
2. The staff person, office, or service in which the complaint is made and the nature of the complaint or
grievance will be identified.
3. All matters will be acknowledged within two business days upon receiving the reported complaint or
grievance.
4. If an investigation is needed, it will be addressed and concluded in no more than seven (7) business days.
5. Following the investigation, CCS will notify all parties of the findings.
6. All complaints will be documented on the complaint log and filed in the corporate office by the
Human Resources Director.

In accordance with Division Circular #15 all contractors must cooperation with, and maintain confidentiality of,
state investigations. Contractors must be familiar with and adhere to all aspects of Division Circular #15.

Training
All new contractors are trained on complaints and grievances. All contractors are re- trained on complaints and
grievances annually and/or as needed. The complaints and grievances policy will be reviewed with individuals
upon initial intake and annually.

17. Transporting Individuals

Waiver case managers are not direct care providers and will not provide transportation to any individual. It is the
policy of CCS that no staff will transport an individual for any reason and will not engage in this action.
18. Health Information Portability and Accountability Act

CCS staff are trained in accordance with the HIPAA Privacy Rule and Security Rule and will securely store any
confidential documents or documents related to individual needs and activities normally held within the central
file on a secure protected server which contains password protected log-on along with administrative privileged
access. A firewall access from each computer and firewall access to the server have been established for
additional security. CCS also will only use encrypted email access when communicating anything regarding
individual information and ensure that no names or titles are exposed in subject lines. CCS will obtain an
individual’s written authorization for the release of information before any PHI can be shared.

Version Date: 6/23/2018 Page 26 of 33