{"ref":"MO-HC-SVC-01","title":"Scheduling, Reliable Service Delivery, Undelivered Services, and Holidays","category":"Service delivery","summary":"Requires the Agency to deliver authorized services dependably and regularly, strictly under the care plan, including on weekends, holidays and when workers are absent; sets how visits are scheduled from the care plan's task frequency, how absences, lateness, missed visits and backup coverage by substitute workers are handled, what workers do when a participant does not answer, how every undelivered service is documented with its reason and never billed, how a gap in services is prevented, and the Agency's written policy on holidays and special event days.","inShort":["Arrive on time for every scheduled visit. Participants depend on you.","If you will be absent or late, call the office as soon as you know, and before the visit start time.","Never arrange your own substitute or swap visits. The office does it.","If the participant does not answer the door, call the office and wait until the office tells you to leave.","Every visit or unit not delivered is recorded with the reason, and is never billed."],"primaryCitation":"19 CSR 15-7.021(18)(L)","citations":["19 CSR 15-7.021(4)(A)2, 3, 5","19 CSR 15-7.021(17)","19 CSR 15-7.021(18)(A), (C), (L)","19 CSR 15-7.021(20)(D)","19 CSR 15-7.021(21)(A)","19 CSR 15-7.010(16)(F)","13 CSR 70-91.010(3)(H)2","MMAC In-Home Services Assurances, item 10","MMAC In-Home Services Program Requirements 2.2, 5.2","MO HealthNet Personal Care Provider Manual §§2.5 (Required Documentation), 3.2"],"federalCitations":[],"surveyorAsks":["Show me the documentation of undelivered services for this participant last month, with the reasons.","A worker calls in sick at 6:00 a.m. Walk me through what happens for her participants that day."],"forms":[{"ref":"MO-HC-SVC-01-A","title":"Undelivered Services Record"},{"ref":"MO-HC-SVC-01-B","title":"Holiday and Special Event Service Notice"}],"headings":["Terms of Reference","1. Purpose","2. Scope","3. Definitions","4. Policy Statement (19 CSR 15-7.021(18)(L))","5. Why Reliability Matters","6. Building the Schedule","7. Worker Absence, Lateness and Substitutes","8. When the Participant Does Not Answer","9. Recording Undelivered Services","10. Preventing a Gap in Services","11. Holidays and Special Event Days","12. Weather and Other Emergencies","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":"mo-hca","state":"Missouri","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}}