I. Getting to Know the Agency Better
… Are there any contracts the person and/or family is to sign?
… How do you make sure people are treated with respect?
… How do you make sure people are given both the support and freedom they need?
… How do you allow (actively help) people to make choices?
… How do you ensure safety for people you serve?
… What is your access to outside resources for information, medical guidance, dietary guidance, behavioral modifications, etc.?
… What criteria do you use in selecting professional consultants?
… What are some names of people and/or families who are currently receiving services to talk to about the agency?
… How many people with developmental disabilities and family members are on your board?
… Do you have any written material about the agency (brochures, service descriptions, etc.)?
… How could I go about getting the most recent licensure survey?
… Are you accredited by any accrediting bodies?
… What professional organization/s do you belong to?
… How long have you been in business?
… Do you have a parent organization? What is its role?
… How are people's finances handled in your agency?
… How do you routinely report to people and their parents/family members, how people's funds are being used?
… What is the screening process for hiring staff?
… How are direct service staff supervised?
… What training do you offer staff?
… On the average, what is the experience and education of your staff?
… What is the mechanism for supervision, evaluation and dismissal of staff?
… What type of 24-hour emergency access does consumer and family have to staff (i.e. direct care staff, managerial staff, administrative staff)?
… What is the staff turnover rate, for both administrative and direct care service staff?
… What emergency back-up systems do you have in place for behavioral and medical issues?
… What is your policy regarding medication and its administration?
… How is staff certified to administer medication to people?
… Which staff is certified?
… How do you individualize services to meet individual needs?
… What is the procedure to discharge people from your program?
… How many people have you discharged in the last year?
… How many of the individuals discharged from your program were because of behavioral/medical issues?
… How many of the individuals discharged from your program moved to less supervised situations?
… How do you respond to life changes (marriage, retirement, etc.)?
… What recreational and social activities are available for people?
… How individualized, available and consistent are recreation and socialization opportunities?
… How often do people participate in these activities?
… What kind of transportation is available during the week? On weekends?
… Do you have good relationships with neighbors and/or neighborhood associations where people live?
… What is the general location of the houses, work, and work training sites for people served?
… Will anyone you support allow a tour of his or her home or work? Go on a tour, if available.
II. The Role of Planning Meetings
… Do people attend their own meeting?
… How free is the person and/or family to choose the location of their home or work?
… Who gets to decide who attends the meeting?
… Are families always invited to the meeting?
… When and how are meetings scheduled?
… How does a person or a family go about calling a meeting?
… How long are the meetings?
… How often are the meetings?
… What do you see as the main purpose of the meeting?
… What is done to help the person get ready for the meeting?
… Can the person change the format/agenda of the meeting if they choose?
… What is the person's role in advocating for himself or herself?
… How do you create an agenda that is flexible enough to accommodate the individual's needs?
… How do you allow the process to grow with the person?
… What is the person's right with regard to making decisions in his/her meeting?
… How do you individualize services to meet individual needs?
… What happens when the person's decision is in conflict with the agency's decision?
… How does the team encourage progress?
… How are creative ideas developed for a person to explore new and different opportunities?
… Does the team maintain that there are prerequisite skills that prohibit moving forward with future goals/plans?
… How do you ensure that services and supports agreed upon at the meeting are implemented?
… How does the plan ensure safety?
III. Effectively Dealing With Problems
When you have a problem with a provider agency or you believe they have one with you, it is best to discuss it early before it becomes larger or unresolvable.
… When an individual has a problem with the agency, staff or services, who can they talk to?
… Who can the family talk to?
… How quickly can people expect the agency to act upon issues raised?
… When the provider and the family cannot agree, is there someone the family can talk with?
… What is the appeal process?
… How do you deal with allegations of abuse, neglect and rights violations?
… How will you let the individual and/or family know if you have a problem with them?
Revised 3/03
This document is the confidential and proprietary property and work product of The Arc of Frederick County, Inc. and is not to be used or reproduced by anyone without the express permission of the Executive Director of The Arc of Frederick County, Inc.