5031 Standards of Promptness

Georgia State Seal

Georgia Division of Aging Services
Access to Services Manual

Chapter:

5000 Aging and Disability Resource Connection (ADRC)

Effective Date:

02/02/2026

Section Title:

Standards of Promptness

Reviewed or Updated in:

MT 2026-02

Section Number:

5031

Previous Update:

MT 2021-01

​Overview

Access services staff will respond to inquiries and requests for information, assistance and screening for admission to services as they receive the requests, in whatever form the request is made (telephone, fax, mail, email, walk-in contacts, website inquiries, etc.).

​Requirements

Staff will handle requests in order of receipt, making every effort to initiate contact with inquirers within two (2) business days of the referral date.

  1. The referral date is defined as the date on which the applicant or caller initiates contact: whether by phone call, voicemail, email, web intake, or fax submission and that referral date must be entered into the DAS Data System (DDS) when initiating the record of ADRC transactions. For referrals submitted by mail, the referral date shall be recorded as the business date the mail is delivered to the office. The referral date for the online web intake is the date the call record was created in DDS, not the date it was assigned to an ADRC Counselor or ADRC staff. The referral date and method of contact should be clearly stated in the notes section of the call and client record in DDS.

  2. For web intake, fax, and paper referrals the ADRC staff will make two (2) attempts by phone to schedule the initial screening. The first attempt must be a direct phone call. The second attempt may be a phone call or via text. Contact attempts must take place on different days. If ADRC staff is unable to contact the client, then an Attempt/Unable to Contact letter will be mailed giving the client ten (10) business days before closing out the record. The referral source must be contacted to verify the client’s contact information if a voicemail cannot be left.

  3. For referrals by unanswered call/voicemail at least one (1) attempt to contact must be made, for each new voicemail received [for processing of the referral].

  4. Eligibility assessments for the Elderly and Disabled Waiver Program (EDWP)or the Triage must be completed, when required, within ten (10) business days of the referral date unless the client and caller’s availability has prevented this.

    1. The Area Agency shall arrange availability of ADRC Counselors to meet the needs of clients and callers who are not available during normal operating hours.

    2. ADRC Counselors shall complete eligibility assessments for EDWP or the Triage during the initial call.

    3. ADRC Counselors shall schedule appointments to complete assessments if required information is not available during the initial call. If the client or caller misses their scheduled appointment, the ADRC staff will mail a missed appointment letter and close out the file.

    4. All attempts to reach the client and/or caller shall be documented in the case record in DDS. All documentation must be entered into DDS within one (1) business day, unless delayed due to system outages or other technical issues beyond the users control.