Section 17.14.9. Quality standards.

       14.9(1) AAA staff requirements. Each AAA shall:

        a.           Evaluate the full-time equivalent for its family caregiver program, considering current funding levels among other factors, and shall staff the program to best meet the needs of the service delivery area.

        b.           Employ or contract for a designated family caregiver specialist with the following demonstrated competencies:

       (1)             A bachelor’s degree in the human services field or an associate’s degree in the human services field and two years of employment in information and referral positions, which may be substituted for a bachelor’s degree. Family caregiver specialists employed prior to April 1, 2009, are exempt from this requirement.

       (2)             If the applicant or prospective contractor does not have the certification required in paragraph “a” of subrule 14.9(2), the applicant shall have three years of prior employment in information and referral positions.

       14.9(2) Certification.

        a.           A family caregiver specialist shall possess and maintain a current Certification for Information and Referral (I&R) Specialists in Aging (CIRS-A) from the Alliance of Information and Referral Systems at the time of employment or contract; or

        b.           If employed on or prior to April 1, 2009, a family caregiver specialist shall obtain the certification required in paragraph “a” of this subrule within six months of April 1, 2009, or upon meeting eligibility requirements for certification which include:

       (1)             At least one year of employment in I&R for specialists with a bachelor's or higher degree; or

       (2)             Two years of employment in I&R for specialists with an associate's/community college degree; or

       (3)             Three years of employment in I&R for specialists with a high school diploma or GED.

        c.           Part-time staff and volunteers shall possess and maintain a CIRS-A.

       14.9(3) Training. The family caregiver specialist shall attend during the term of employment annual and other family caregiver specialist training when provided by the department.

       14.9(4) Local contract monitoring. The AAA shall utilize a system to monitor all service providers’ performance under the contract and promptly ensure that any problems that arise are corrected. All contracts shall be created and monitored under the provisions of 17—6.11(231) or 17—5.15(231), as applicable.

        a.           For the purposes of this subrule, monitoring means any planned, ongoing, or periodic activity that measures outcomes and ensures contractor compliance with the terms and conditions of the contract and customer satisfaction and also ensures that the contractor meets the needs of the caregiver.

        b.           The AAA shall conduct caregiver evaluations to determine the quality of services and goods provided, including but not limited to customer satisfaction surveys, inspections, and evaluation of goods and services provided.

        c.           Monitoring activities shall include:

       (1)             Periodic contact, including on-site visits, to maintain a continuous dialogue with the contractor and to review progress on a regular basis.

       (2)             Requiring the contractor to submit progress reports or other appropriate data based on predefined contract criteria. These reports shall include documentation indicating where and how moneys received were expended and results of caregiver performance evaluations and customer satisfaction surveys.

       (3)             Reviewing the contractor’s reports and verifying the services provided to determine if those services adhere to the contract. Substandard performance shall be identified and addressed appropriately, up to and including cancellation of the contract. Any corrective action shall be completed as soon as possible to maintain quality service to the consumer.

       (4)             Comparing contract billings with the terms contained in the contract to ensure that costs or payments are within contract parameters.

[ARC 7599B, IAB 2/25/09, effective 4/1/09; ARC 8489B, IAB 1/27/10, effective 1/7/10]