Standards for private organizations

2020 Edition

Home Care and Support Services (HCS) 3: Requirements for Personnel Providing Services to Individuals with Special Needs

Program personnel have the competency and support needed to meet the needs of older adults and other special needs populations.
NA The organization does not serve individuals with special needs.
2020 Edition

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Purpose

Individuals who receive Home Care and Support Services obtain a maximum level of independence, functioning, and health, and extend the time it is possible to live safely at home and in the community.
1
All elements or requirements outlined in the standard are evident in practice, as indicated by full implementation of the practices outlined in the Practice Standards.
2
Practices are basically sound but there is room for improvement, as noted in the ratings for the Practice Standards; e.g.,  
  • With some exceptions, staff (direct service providers, supervisors, and program managers) possess the required qualifications, including education, experience, training, skills, temperament, etc., but the integrity of the service is not compromised; or
  • Supervisors provide additional support and oversight, as needed, to the few staff without the listed qualifications; or 
  • Most staff who do not meet educational requirements are seeking to obtain them; or 
  • With few exceptions, staff have received required training, including applicable specialized training; or
  • Training curricula are not fully developed or lack depth; or
  • Training documentation is consistently maintained and kept up-to-date with some exceptions; or
  • A substantial number of supervisors meet the requirements of the standard, and the organization provides training and/or consultation to improve competencies when needed; or
  • With few exceptions, caseload sizes are consistently maintained as required by the standards or as required by internal policy when caseload has not been set by a standard; or
  • Workloads are such that staff can effectively accomplish their assigned tasks and provide quality services and are adjusted as necessary; or
  • Specialized services are obtained as required by the standards.
3
Practice requires significant improvement, as noted in the ratings for the Practice Standards.  Service quality or program functioning may be compromised; e.g.,
  • A significant number of staff (direct service providers, supervisors, and program managers) do not possess the required qualifications, including education, experience, training, skills, temperament, etc.; and as a result, the integrity of the service may be compromised; or
  • Job descriptions typically do not reflect the requirements of the standards, and/or hiring practices do not document efforts to hire staff with required qualifications when vacancies occur; or 
  • Supervisors do not typically provide additional support and oversight to staff without the listed qualifications; or
  • A significant number of staff have not received required training, including applicable specialized training; or
  • Training documentation is poorly maintained; or
  • A significant number of supervisors do not meet the requirements of the standard, and the organization makes little effort to provide training and/or consultation to improve competencies; or
  • There are numerous instances where caseload sizes exceed the standards' requirements or the requirements of internal policy when a caseload size is not set by the standard; or
  • Workloads are excessive, and the integrity of the service may be compromised; or 
  • Specialized staff are typically not retained as required and/or many do not possess the required qualifications; or
  • Specialized services are infrequently obtained as required by the standards.
4
Implementation of the standard is minimal or there is no evidence of implementation at all, as noted in the ratings for the Practice Standards.
Self-Study EvidenceOn-Site EvidenceOn-Site Activities
  • Table of contents of training curricula
  • Sample job descriptions from across relevant job categories
  • Training curricula
  • Documentation tracking staff completion of required trainings and/or competencies
  • Interviews may include:
    1. Program director
    2. Relevant personnel
  • Review personnel files

HCS 3.01

Personnel who provide assessment, care management, and supervision of care for individuals with serious mental health conditions and complicated medical conditions:
  1. are qualified by an advanced degree in an appropriate human service field and a minimum of two years supervisory experience in direct services, or case management; or
  2. have a bachelor's degree and an equivalent number of years supervisory experience and demonstrated skills providing level of care decisions for in-home service delivery.
NA The organization does not provide services to individuals with serious mental health conditions and complicated medical conditions.

HCS 3.02

Personnel who work with individuals with special needs are trained on, or demonstrate competency in:
  1. attending to the physical, mental, social, economic, and emotional needs of the service population;
  2. recognizing problems and responding to impending emergencies or crises; and
  3. providing preventive and supportive services to ensure maximum participation and self-determination.
Examples: Individuals with special needs can include individuals with HIV/AIDS, Alzheimer’s disease, developmental disabilities, youth and families, etc. As such, the special needs of populations will vary, and training can be tailored to address the specific needs of the identified population.