MFAW Guidebook
Staffing Support Services
When a participant, parent(s), and/or responsible party(ies) reaches out for assistance the Service Coordinator (SC) will:
- Respond to any request for assistance from the participant, parent(s), and/or responsible party(ies) by telephone or email within 3 business days.
- Determine what action is needed to resolve the issue.
- Communicate with participant/parent(s), responsible party(ies) all efforts taken to resolve the issue.
- Follow the procedure for reporting the issue up the chain of command for staffing issues.
- Follow-up with participant, parent(s), responsible party(ies) to make them aware of the resolution.
- Document all communication and all steps taken to remediate in the SHCN Information System.
Participant/Family Contact
Initial – SC will reach out to the participant, parent(s), responsible party(ies) to identify needs and offer current regional provider list with agency contact information and make sure the family is aware they may select more than one provider, this will also be noted on the provider list.
Follow-up – SC will reach out to the participant, parent(s), responsible party(ies) and take the following actions, including, but not limited to:
- Offer another current provider list,
- Offer to reach out to providers through email and/or by phone,
- Communicate with Regional Coordinator (RC) as needed.
Issues with staffing (including missed shifts or inability to locate staff) are not escalated outside of the Regional Office. Follow-up may be expedited dependent upon the participant/family circumstances, including, but not limited to a pending hospital discharge or crisis situation. A crisis situation is defined as the inability to obtain/lack of PDN services resulting in a high risk of placement in a healthcare facility; sudden or unexpected prolonged loss of PDN services or the inability to discharge from a healthcare facility due to being unable to obtain PDN services. By way of explanation, the term crisis is not to be interpreted as a word indicating there is a medical emergency requiring Emergency Medical Services.
SC – When the SC becomes aware of staffing issue. Actions will include but not be limited to:
- Identify the need.
- Provide the participant, parent(s), and/or responsible party(ies) with an up-to-date regional provider list and inform the family they may choose multiple agencies. This will be noted on the provider list given to the participant, parent(s), and/or responsible party(ies).
- Offer to reach out to providers through email blast and/or by phone and follow-up with additional phone calls and/or emails.
- Notify RC of issue as needed.
RC – Notified of staffing issue by SC. Actions will include but not be limited to:
- Work with SC, participant, parent(s), and/or responsible party(ies), and/or provider to resolve staffing issue.
- RC or Designee will send email blast to providers and follows-up with phone calls and emails.