{"ref":"DC-HC-ADM-01","title":"Requests for Services, Response Within 48 Hours, and Denials","category":"Service delivery","summary":"Sets out how the Agency receives every request or referral for services, at any hour, how it decides whether it can meet the person's needs, how it tells every person within 48 hours whether service is available and why, how a denial is given and recorded, the records kept for at least one year on every request not accepted, and where the Agency refers people whose needs it cannot meet.","inShort":["Log every request for services at once, with the date and time. The 48-hour clock starts then, on weekends and holidays too.","Every person who asks must be told within 48 hours whether service is available, and why.","Requests after hours go to the on-call person at (202) 555-0199.","If the caller describes an emergency, tell the caller to call 911.","A person the Agency cannot serve gets a written notice with the reason, other places to turn, and the complaint process."],"primaryCitation":"22-B DCMR §9910.5","citations":["22-B DCMR §9908.2(b)","22-B DCMR §9910.1(a)","22-B DCMR §9910.3","22-B DCMR §9910.4","22-B DCMR §9910.5","22-B DCMR §9910.6","22-B DCMR §9914.2(a)","22-B DCMR §9914.2(b)","22-B DCMR §9916.2(c)(3)","22-B DCMR §9917.3","22-B DCMR §9907.8","22-B DCMR §9999.1","29 DCMR §5001.1","D.C. Code §44-501(a)(7)","D.C. Code §2-1402.31"],"federalCitations":[],"surveyorAsks":["Show me your log of requests for services. When was this person told whether service was available, and how?","How do you make sure a request that comes in on a Friday evening is answered within 48 hours?"],"forms":[{"ref":"DC-HC-ADM-01-A","title":"Service Request and Response Log"},{"ref":"DC-HC-ADM-01-B","title":"Notice of Service Availability or Denial"}],"headings":["Terms of Reference","1. Purpose","2. Scope","3. Definitions","4. Policy Statement (22-B DCMR §9910.5)","5. Receiving a Request","6. Screening the Request","7. Answering Within 48 Hours","8. Deciding After the Registered Nurse Visit","9. Reasons the Agency May Decline","10. Helping People the Agency Cannot Serve","11. Written Notice of Denial and the Complaint Process","12. Records of Requests Not Accepted","13. Responsibilities","14. Records and Compliance Monitoring","15. Staff Training","16. References","17. Related Policies and Forms","18. Approval","19. Revision History"],"version":"1.0","sample":false,"pack":"dc-hca","state":"Washington, DC","service":"Home care","guides":[{"path":"/guides/home-care-agency-policies/","h1":"What policies does a home care agency need?"}],"agency":{"name":"Sample Agency","legalName":"Sample Agency, LLC","logo":null}}