Abstract
The revised Client Service Plan (CSP) is a program that includes a new "Bill of Rights" to effectively communicate the level of service clients can expect from case management and establish boundaries to ensure the safety and well-being of program staff. The program aims to improve accountability and transparency in the delivery of in-home case management to older adults and individuals with disabilities.
The new "Bill of Rights" serves as a guide for clients and their caregivers, helping them understand what to expect from the program and its staff. At the same time, it provides protections for program staff who may face situations where clients are violating boundaries, creating an unsafe work environment.
This program's outcomes include a better working environment for program staff, increased client satisfaction and understanding of the program's expectations, and an overall improvement in the delivery of in-home case management services to older adults and individuals with disabilities. The revised CSP with its "Bill of Rights" is a win-win solution that ensures a safe and effective service delivery for all parties involved.
Need Addressed by the Program
The development of the CSP was prompted by the need to address communication challenges that arise when working with vulnerable older adults and individuals with disabilities. Such clients may experience difficulties with hearing or understanding information, leading to miscommunication, which can negatively impact them. Case managers working in clients' homes also face unique challenges when it comes to boundaries, which can result in uncomfortable and unsafe working conditions.
Issues with isolation and loneliness may lead to miscommunication about the status of relationships, further complicating the situation. Thus, the need for a clear and concise communication plan that establishes boundaries and expectations for both clients and program staff is necessary. The revised CSP, with its "Bill of Rights," addresses these challenges by increasing accountability and transparency while providing clear guidelines for clients and their caregivers. This approach ensures that clients receive quality services while creating a safer and more efficient work environment for program staff.
Program Description
The revised CSP program was developed by the Senior and Adult Services Division of the Maricopa County Human Services Department in September 2022. The program's primary objective is to increase accountability and transparency in the delivery of in-home case management services to vulnerable older adults and individuals with disabilities.
The program began with the collection of data from case managers, which was used to update the CSP form. Once the new form was adopted, all clients served with case management (approximately 3300 in Maricopa County) were asked to review and sign the new form. The "Bill of Rights" was included in the new form to communicate the level of service clients can expect from case management and establish boundaries to ensure the safety and well-being of program staff.
Since the new "Bill of Rights" has been in effect, it has helped staff navigate through challenging situations, resulting in some clients being closed. Additionally, the new "Bill of Rights" sets a standard of service for case managers so clients know what to expect when they work with the program.
The program's time frame for development and implementation is ongoing, with continuous monitoring and evaluation to ensure its effectiveness. The program's clientele consists of vulnerable older adults and individuals with disabilities who require in-home case management services.
The County played a crucial role in implementing the program by gathering data from case managers, updating the CSP form, and distributing the new form to clients. The County also provides ongoing support, including monitoring and evaluation of the program's effectiveness. The program's success can be attributed to the collaboration and dedication of case managers and program staff who work closely with clients to ensure their needs are met.
The revised CSP was developed to address communication challenges and establish boundaries when working with vulnerable older adults and individuals with disabilities. The program's objectives are to increase accountability and transparency, improve client satisfaction, and provide a safer and more efficient work environment for program staff. The program's ongoing development and implementation are monitored and evaluated by the County, and its success can be attributed to the dedication and collaboration of case managers and program staff.
Advancing Diversity, Equity, and Inclusion
To ensure that all residents in Maricopa County have the necessary support to achieve their fullest potential, County leaders have taken a proactive approach to integrating diversity, equity, and inclusion into County operations. This has been achieved through the implementation of a new process that aims to introduce and practice work with an equity lens. This process is focused on creating individual sets of expectations for each client that case managers work with.
The program recognizes that every client is unique and has their own set of needs and expectations. Therefore, the new "Bill of Rights" guides the practice of case managers to meet clients where they are and help them understand what successful engagement looks like. This approach takes into account the unique needs and circumstances of each client to ensure that they receive quality services that are tailored to their specific needs.
By incorporating diversity, equity, and inclusion into County operations, the program ensures that all residents have equal access to the services they need to thrive. This approach recognizes the impact of systemic barriers and seeks to eliminate them by providing equitable and inclusive services. The program's focus on equity also helps to promote social justice by ensuring that vulnerable older adults and individuals with disabilities receive the support they need to lead fulfilling lives.
Moreover, the program's focus on equity also helps to promote a safer and more efficient work environment for program staff. The "Bill of Rights" establishes clear boundaries and expectations, ensuring that clients and staff work together safely and respectfully. This approach helps to prevent uncomfortable or unsafe working conditions that can arise from miscommunication or a lack of understanding about expectations and boundaries.
The program's focus on diversity, equity, and inclusion ensures that all residents in Maricopa County have access to quality services that meet their unique needs. By taking a proactive approach to integrating equity into County operations, the program helps to promote social justice and create a safer and more efficient work environment for program staff.
Program Cost
The CSP incorporate the "Bill of Rights" was developed using existing staff, resources, and software, with no additional costs incurred. The Senior and Adult Services Division gathered data from case managers to update the CSP form, and all clients served with case management were asked to review and sign the new form. By utilizing existing resources and staff, the program was able to efficiently and effectively improve services for vulnerable older adults and individuals with disabilities, without adding to the financial burden of the County or taxpayers.
Results/Success of the Program
Since the implementation of the revised CSP and the incorporation of the "Bill of Rights," the program has yielded positive results. Reports from case managers of verbal and sexual harassment from clients have decreased significantly since September 2022. The new form has provided a way to better track these types of incidents, which may not have been previously considered "important." By establishing clear boundaries and expectations, the program has helped to create a safer and more respectful work environment for program staff. These outcomes demonstrate the effectiveness of the program in promoting accountability, transparency, and equity in the delivery of in-home case management services to older adults and individuals with disabilities.
Outcomes
The revised CSP and the "Bill of Rights" have had a significant positive impact on clients and staff. The new process has been instrumental in improving the client experience by creating clear expectations, promoting accountability and transparency, and fostering a safe and respectful work environment. The program has also been successful in improving staff experience by reducing incidents of verbal and sexual harassment and creating a more supportive and secure workplace. Importantly, this new process is a no-cost process change that was co-created with staff, demonstrating the County's commitment to equity and inclusion. By prioritizing the needs of both clients and staff, this program is a "win-win-win" solution that benefits all parties involved.