The agency protects the legal and ethical rights of all clients by:
Interpretation: Although mandated clients may be required to attend a program, they should still have the right to refuse particular aspects of service or treatment unless mandated by law or court order, as addressed in CR 1.07.
Interpretation: Individuals receiving Adult Guardianship (PA-AG) services should retain as much personal responsibility and self-determination as possible given their assessed capacity, the court order, and state law. Refer to PA-AG for more information on appropriately involving the client in decision-making.
At initial contact clients receive and are helped to understand a written summary of their rights and responsibilities, including:
Interpretation: If a client is disoriented or suffering from impaired cognition at initial contact, the summary of client rights and responsibilities should be provided at an appropriate time. When working with individuals who have been deemed incapacitated by the court, the depth or content of information provided may vary based on the individual’s assessed capacity to understand the information, the court order, and state law.
Interpretation: The agency's explanation of how to lodge complaints, grievances, or appeals should include informing clients about their right to file a complaint with the appropriate public authority or regulatory body.
Interpretation: For networks, when the scope of a network's services includes service authorization and placement decisions, the client's right to appeal placement and authorization decisions are outlined in written network client rights and responsibilities material available to clients, and in the provider manual or other document outlining network operational procedures.
A written summary of client rights and their responsibilities is posted in the reception areas of all service delivery locations.
Note: Please see Checklist: Facility Observation in the Tools Index for additional assistance with this standard.
The agency states in writing circumstances under which it will serve minors without the consent of the parent or legal guardian and provides this information upon request.
NA The agency does not serve minors without the consent of the parent or legal guardian.
Clients are informed of their responsibility to provide relevant information as a basis for receiving service and participating in service decisions.
NA The agency provides Adult Guardianship only.
Clients have the right to fair and equitable treatment, including:
Interpretation: Program information, other print materials, electronic media, and trainings are presented in a non-discriminatory manner, using non-stigmatizing language.
The agency accommodates the written and oral communication needs of clients by:
Interpretation: Basic program information is available in languages representative of consumer groups. Agencies that fully implement PA-CR 1.06 proactively reach out to ensure that all individuals can use its services and fully participate in planning. The agency has sufficient numbers of bilingual personnel for all programs in which confidential interpersonal communication is necessary for adequate service delivery. There is a bilingual worker on staff for each language group large enough to comprise an average-sized caseload. Trained translators or interpreters are available in other instances or in non-counseling services when bilingual personnel are not available. Assistive technology, such as amplification for hearing-impaired persons or a language telephone line, is used when appropriate.
Clients participate in all service decisions and have the right to:
Interpretation: When the client is a minor, or an adult under the care of a guardian, the agency follows applicable laws or regulations governing the right of the parent or legal guardian to refuse service, treatment, or medication unless mandated by law or court order. Adult guardianship workers should refer to the court order and state law when determining an appropriate level of involvement for each service recipient. See PA-AG 8 for more information on including the client in service decisions.
Clients receive a schedule of any applicable fees and estimated or actual expenses, and are informed prior to service delivery about:
Interpretation: When working with individuals who have been deemed incapacitated by the court, the depth or content of information provided may vary based on the individual’s assessed capacity to understand such information, the court order, and state law.
NA The agency does not charge a fee for services.
The agency designs and adapts its programs and services, as appropriate, to accommodate the visual, auditory, linguistic, and motor abilities of persons served.
Update: Added Standard - 04/01/11