3015 Area Agency on Aging Monitoring and Evaluation of Service Providers | ADMINISTRATION-5600-MANUAL
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Georgia Division of Aging Services |
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Chapter: |
3000 Area Agency on Aging (AAA) Administration |
Effective Date: |
09/07/2023 |
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Section Title: |
Area Agency on Aging Monitoring and Evaluation of Service Providers |
Reviewed or Updated in: |
MT 2024-01 |
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Section Number: |
3015 |
Previous Update: |
MT 2016-01 |
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Policy Statement
Area Agencies on Aging (AAA) shall develop and implement quality assurance systems.
Requirements, Quality Assurance
AAAs shall conduct at least one annual on-site fiscal and program monitoring of all service provider agencies. Fiscal and program monitoring may be conducted concurrently. Giving prior notice to a provider may be necessary to ensure needed files and staff is available on-site, but the maximum allowable notice for both fiscal and programmatic monitoring shall be 48 hours. Un-announced visits are acceptable.
Monitoring service providers assess adherence to program guidelines and requirements, program integrity, public purpose of services provided and service providers, and compliance with program requirements.
On an appropriate schedule as indicated by provider performance levels, AAAs shall conduct desk reviews, of fiscal (expenditures) and programmatic performance for all service providers.
Reference program standards for specific monitoring requirements. All program policies and requirements must be adhered to unless a waiver has been approved and documented by the DAS for any policy variance. Refer to MAN 5600, Sections 3013 and 3077 for information on requesting a waiver to policy.
Feedback to Providers
Formal, written feedback of performance status, and any required corrective action must be furnished to the reviewed provider as follows:
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Quarterly, or
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More often as indicated, AND
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At Year End.
Report to DAS
AAAs must maintain and submit the AAA Programmatic Monitoring Log within a specified program year as follows:
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“mid-year” and
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“end-of-year”.
Due dates are “on or before the close of business” of the fourth (calendar) Friday in the months of January (mid-year) and July (end-of-year) of each calendar year. Reporting interval dates are specified on the form as issued annually.
| Individual DAS Program Staff may request completed monitoring guides from any or all AAAs for specific program monitoring and evaluation. |
Only one form from each AAA is submitted to DAS per reporting interval.
Return the completed form to the AAA’s respective Regional Coordinator via e-mail.
The form requests the following information:
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Type of monitoring guide used,
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Date of the monitoring,
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Name of provider,
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The service,
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Type of monitoring,
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A brief summary of findings, any corrective action(s) required,
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The AAA’s follow-up on requested corrective actions
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Description of any barriers encountered in monitoring service providers
AAAs should show evidence of additional monitoring on service providers or provider sites which continue to demonstrate substantial non-compliance for the previous year and new providers or provider sites.
Requirements, Customer Satisfaction
AAAs will consider findings from consumer satisfaction measurement in the annual evaluation of provider performance and provide technical assistance for improvement of provider operations and/or service quality when indicated. The AAAs will furnish or provide access to evaluation results to the Division of Aging Services (DAS) upon request, or routinely, as may be specified in the future.
At a minimum, AAAs will use the standardized “HCBS Consumer Survey Toolkit” established by DAS to collect survey data to include consumer satisfaction, service outcomes, provider performance, and service improvements from a random sample of active service consumers/their families. The surveys, instructions and frequencies are included in the “HCBS Consumer Survey Toolkit” located in MAN 5600, Appendix B.
AAAs will assure the regular collection and analysis of consumer satisfaction data through budgeting sufficient administrative funding for staffing, printing, postage and other associated costs.
AAAs will provide specific, written feedback to provider agencies regarding consumer satisfaction survey findings and technical assistance to the agencies in developing strategies for improvement of results or corrective action plans, when indicated.