AG 7 - Frequency of Contact
Caseload sizes support regular contact with individuals and the achievement of desired outcomes.
Guardianship services are available 24 hours a day, 7 days a week.
Interpretation: Organizations may utilize a rotating on-call system using pagers or cell phones to ensure someone from the organization is available for after-hour emergencies. This should include methods for accessing client records so on-call staff have access to the summary of authorities granted by the court-order and documentation of work that has been done on the case.
Guardianship workers are able to effectively manage their workload, and cases are assigned according to a formalized system that takes into consideration:
Update: Revised Standard, Added Two Interpretations, Added Research Note - 12/01/11
AG 7.02 Original Standard:
Guardianship workers maintain a manageble workload, and cases are assigned according to a system that takes into consideration:
Interpretation: Workloads should meet the organization's established caseload policies and ensure that workers are able to provide appropriate support and timely decision-making for the individuals on their caseload. The organization should be able to justify established ratios based on the above criteria and demonstrate how it ensures appropriate, high-quality care is being provided to each client.
When an organization assigns teams of professionals to carry out different responsibilities for each case, all full-time professional staff may be counted when determining the staff-to-client ratio.
In-person contact with the individual occurs monthly, and more frequently as needed, given the:
Interpretation: If contact is not made at least monthly, the reasons for infrequent contact are documented in the case record. Living in a staffed residential facility or at home with a paid caregiver is not sufficient justification for reducing the frequency of face-to-face contact as the quality or appropriateness of services being provided could be inadequate. The organization must also be able to demonstrate that the standard of care is appropriate, there is no abuse occuring, and the services being provided are effectively meeting the needs of the individual prior to reducing the frequency of contact. In such situations, regular visits to residential facilities or homes and quarterly face-to-face contact with the individual should continue.