322 Friendly Visiting | HCBS-5300-MANUAL
|
Georgia Division of Aging Services |
|||
Chapter: |
300 |
Effective Date: |
10/27/2021 |
|
Section Title: |
Friendly Visiting |
Reviewed or Updated in: |
MT 2016-05 |
|
Section Number: |
322 |
Previous Update: |
MT 2016-05 |
|
322.1 Summary Statement
This chapter establishes the policies, guidelines, and standards for Area Agencies on Aging (AAA) that directly provide or contract for the delivery of Friendly Visiting to older adults and adults with disabilities.
322.2 Scope
These requirements apply to Friendly Visiting services funded in whole or in part with non-Medicaid federal and state funds, managed by the AAA, and any associated matching funds. These requirements may act as guidelines for a volunteer-based or fee-for-service model.
322.3 Definitions
- Friendly Visiting
-
visiting an individual in their place of residence on a regular or specified basis to reduce social isolation and feelings of loneliness. The visits must be social in nature. Best practices suggest that visits occur once a week for an hour or two to establish meaningful relationships between the Friendly Visitor and the client.
- Friendly Visitor
-
a screened and trained person who engages in meaningful activities with an individual who is socially isolated.
322.4 Eligibility
When determining eligibility criteria for enrollment of clients into services, the criteria established by each fund source must be followed. Program participants, at a minimum, must meet eligibility criteria found in MAN 5300 CH 208.4.
If funding is not sufficient or not enough staff or volunteers are available to serve all consumers requesting services, refer to MAN 5300 CH 118 for Client Prioritization.
AAAs may develop fee-for-service programs for persons who may not otherwise meet eligibility requirements.
AAAs can further determine eligibility for individuals, such as, but not limited to, giving greater preference to those individuals who are isolated, do not receive any services in the home, individuals who are homebound and/or have very little to no caregiver support.
322.5 Access to Services
AAAs may receive requests for services from a variety of sources. The AAA will screen all applicants for service. Subject to the availability of services, the AAA will initiate service delivery or refer appropriate applicants to provider organizations or other resources; or place them on a waiting list for services. For information regarding screening through ADRC Gateway, refer to MAN 5200 CH 5024.
Not every applicant will request, require, or benefit from Friendly Visiting services. Each AAA will clearly identify in their Area Plan the coordination of services and the allocation and management of resources to optimize the effectiveness and efficiency of Friendly Visiting services.
322.6 Service Activities
Friendly Visitors are encouraged to be creative with activities during visits that share mutual interest among themselves and clients. Service activities include, but not limited to:
-
Companionship
-
Letter writing
-
Reading
-
Playing cards or board games
-
Creating art
-
Discussing current events or shared interests
322.7 Prohibited Service Activities
Friendly Visitors will not provide personal care or homemaker services unless:
-
They are trained to provide such services;
-
The employing agency is licensed to provide such services if required; and
The AAA is contracting with the employing agency for the provision of both friendly visiting and homemaker/personal care services, and the individual is enrolled to receive personal care/homemaker services.
322.8 Outcomes and Indicators
Friendly visits must be scheduled on a regular or specified basis to reduce social isolation and feelings of loneliness.
The outcomes of this program are to:
-
Decrease social isolation
-
Decrease feelings of loneliness
These outcomes will be measured through program evaluation and satisfaction surveys (see Appendix A) distributed by the program and completed by program participants on a semi-annual basis.
322.9 Delivery Types
The AAA operates the Friendly Visiting program directly or subcontracts with a service provider for program service delivery.
Friendly Visiting can be provided through a variety of different models including, but not limited to:
-
Non-Volunteer Model
-
Volunteer Model
-
Fee-for-Service Model
The AAA must identify and describe the implementation of its model in its Area Plan.
322.10 Non-Volunteer Model
In the Non-Volunteer Model, paid staff members of the service provider or AAA provide friendly visits to clients.
322.11 Volunteer Model
Volunteers visit with clients. A staff member from the AAA or provider will be designated as the Program Coordinator. The Program Coordinator will create administrative forms, complete record keeping, be responsible for recruiting volunteers and program participants, and provide oversight of the program.
322.12 Volunteer Management
AAAs or providers, at a minimum, must comply with all volunteer management procedures found in MAN 5600 4020 Volunteer Management Procedures.
322.13 Volunteer Training
Volunteers must receive orientation and training and any additional training at intervals to be determined by AAA policy and in compliance with MAN 5600 4020 Volunteer Management Procedures.
The training must include but is not limited to:
-
Goals of the program
-
Volunteer Expectations
-
Confidentiality
-
Resource information about community-based services
-
Documentation
-
Reporting methods
-
Emergency procedures
322.14 Fee-For-Service Model
Each AAA/provider is encouraged to offer friendly visiting as a fee-for-service enterprise to enhance the sustainability of the Aging network. In doing so, the AAA/provider must follow all requirements of the Older Americans Act and MAN 5600 2025 Fee for Service System Overview.
Services provided to consumers as a fee-for-service must not differ in quality from services provided to consumers funded through public funds.
322.15 Discharge
The provider agency will discontinue services:
-
Upon the death of the client, entry of the client into a personal care or nursing home, or when there is no longer a need for the service
-
When the client is non-compliant through persistent actions of the client which negate the services provided by the agency, but only after all attempts to counsel with the client have failed to produce a change in behavior leading to compliance
-
When the provider agency resources are no longer adequate to provide Friendly Visiting, including providing oversight and management
-
Upon the request of the client
Discharge must be conducted in compliance with MAN 5300 CH 202.20.
322.16 Administrative Requirements
The providers must establish and implement written policies and procedures that define the scope of Friendly Visiting services it offers and the type of clients it serves.
Provider agencies must maintain accurate administrative, fiscal, personnel, and client case records that will be accessible and available to authorized representatives of the AAA, DAS, the Department of Human Services, and others, as required by law and in compliance with MAN 5600.
Providers will also practice effective fiscal planning and management, financial and administrative reporting, and comply with generally accepted accounting principles as described in MAN 5600 3025 Financial Management and MAN 5600 3050 Compliance with Contractor Responsibilities and Sanctions.
322.17 Record Keeping
Providers must maintain separate files containing all written or electronic records pertaining to the services provided for each client served including report logs of when Friendly Visiting was provided in the data system approved by DAS.
322.18 Mandatory Reporting
All staff will be familiar with and be able to recognize situations of possible abuse, neglect, or exploitation or likelihood of serious physical harm to persons receiving services. Providers must develop procedures for reporting suspected abuse, neglect, or exploitation.
Suspected cases of abuse, neglect and/or exploitation of community-dwelling older adults or adults over the age 18 with a disability, are to be referred to the Division’s Adult Protective Services Centralized Intake during the business hours of 7am to 7pm and a voicemail may be left after hours (1-866-552-4464). Alternatively, a fax referral form and instructions, as well as a web reporting form, are available on DAS’s web page.
Any situations in which abuse of minor child/children is suspected are to be reported to the Division of Family and Children Services (DFCS) at 1-855-GACHILD.
322.19 Quality Assurance
Providers of Friendly Visiting must develop and implement an annual plan to evaluate and improve the effectiveness of the program to ensure continuous improvement in service delivery. The provider will include any direct workers, volunteers, and/or supervisory staff in the evaluation process and development of improvement goals.
The process must include, but not be limited to:
-
A review of the existing program’s operations
-
Satisfaction survey results from participants and job satisfaction survey results from staff and/or volunteers
-
Program modifications made that responded to changing needs of participants and staff and/or volunteers
-
Proposed program improvements
322.20 Compliance Monitoring
The AAA must conduct at least one annual on-site fiscal and program monitoring of provider agencies if one is used. The AAA must conduct desk reviews of fiscal and programmatic performance and monitor for compliance with any requirements. The AAA must provide formal, written feedback on program status and any required corrective action as well as any technical assistance necessary for continuous quality improvement, at least quarterly, or more often as indicated, and at year-end in compliance with MAN 5300 CH 202.18.
Information and guidelines for monitoring and evaluation of service providers can be found in MAN 5600 3015 Area Agency on Aging Monitoring and Evaluation of Service Providers.