5032 Accountability and Quality Improvement

Georgia State Seal

Georgia Division of Aging Services
Access to Services Manual

Chapter:

5000 Aging and Disability Resource Connection (ADRC)

Effective Date:

Section Title:

Accountability and Quality Improvement

Reviewed or Updated in:

MT 2019-01

Section Number:

5032

Previous Update:

Requirements

  1. Area Agencies will report to the Division in the DAS Data System the total, aggregated number of service units[1] provided (contacts / transactions handled) and corresponding expenditures each month. This includes screenings and re-screenings conducted.

  2. Area Agencies will develop/improve their capacity to collect and analyze access service data and statistics regarding types of calls (to include information, referral, crisis and advocacy), follow-up results, characteristics of callers, call topics, service use, unmet needs, community assets and gaps and duplications in services. Sources of data include, but are not limited to the DAS Data System.

  3. AAAs will demonstrate that these data are considered in the strategic planning process and are provided to community decision makers involved in the assessment and planning of service delivery and advocacy.

  4. Staff shall document in the DAS Data System all call topics discussed with callers for services not funded by the AAA within their PSA. Staff will document first-time and new call topics. A call topic discussed multiple times with the same caller during a short time span (the same work week) will not be documented more than once[2]. This information is to be compiled and reported to the AAA leadership at least annually to be used in the strategic planning and Area Plan development processes.

  5. Area Agencies will assure that access service data are accurate, complete and entered into the appropriate databases / systems in a timely manner.

  6. Specifically, staff shall ensure that for each new client, in addition to basic demographic information, the following data points are entered: Date of Birth, Veteran Status, Disability Type and Sensory Impairment (if indicated in Disability Type).[3]

    1. For calls where information is requested for a specific resource and the caller does not want/need anything else, staff will, at a minimum request name, age or date of birth and county of residence.[3]

  7. It is the primary responsibility of the ADRC Program Manager to ensure continued quality improvement by regularly reviewing the waiting lists and all available reports, and addressing concerns with staff.

  8. Area Agencies will have a process in place to receive complaints from anyone contacting the ADRC. The process shall include the complainants name, any ADRC staff involved, a description of the complaint and the outcome of the AAA investigation. The complaint procedure shall be provided to anyone requesting it. Copies of complaints shall be maintained electronically at the AAA and shall be available to the Division of Aging upon request.

1. The unit of service for all access system components is one contact. Refer to the DAS Taxonomy of Service Definitions.
2. Refer to the ADRC Counselor Harmony User Guide for instructions on correctly entering access service data.
3. It is the recommendation of the DAS that as much demographic information as possible be collected and entered in to the DDS to demonstrate call volume and types of individuals served.