Adult Care Home Community
Advisory Committee Handbook

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SECTION I - INTRODUCTION

1. What is an Adult Care Home?
   
2. The Adult Care Home Community Advisory Committee
   
   1. Purpose of Committees
      
   2. Establishment and Appointment/Qualifications of Committees

SECTION II - GENERAL INFORMATION FOR COMMITTEES

1. Adult Care Homes
   
   1. Types of Homes
      
      1. Family Care Home
         
      2. Home for the Aged and Disabled
         
      3. Group Home for Developmentally Disabled Adults
         
   2. Types of Residents
      
   3. Review of Programs and Services Provided in Adult Care Homes
      
      1. Personal Care
         
      2. Health Care
         
      3. Food Service
         
      4. Activities
         
      5. Other Personal Services
         
      6. Special Requirements Applicable to Developmentally Disabled Homes
         
   4. Overview of State/County Special Assistance for Adults
2. How to Conduct an Official Visit
   1. Reasons for Visiting
   2. How to Start
   3. What to Look For (General Atmosphere)
   4. How to Look
   5. Specific Areas of Concern Related to Bill of Rights
3. Establishing Rapport with Residents
   
   1. Understanding Residents
      
   2. The Visit
      
   3. How to Talk with Residents
      
   4. How to Handle Residents with Complaints
      
   5. Points About Communicating with a Mentally Retarded Person
4. The Aging Process
   
   1. Biological Aspects of Aging
      
      1. Skin and Appearance
         
      2. Bones
         
      3. Senses and Reactions
         
   2. Psychological Aspects of Aging
      
      1. Memory and Learning
         
      2. Mental Illness
         
      3. Attitudes toward Death and Dying
         
      4. Some Characteristics of Older Persons
         
   3. Age Related Sensory Changes
      
      1. Vision
         
      2. Hearing
         
      3. Touch
         
      4. Taste
         
      5. Smell
         
      6. Mobility and Balance
5. Alzheimer's Disease
6. Mental Retardation

SECTION III - ROLE OF GOVERNMENT AND OTHERS IN ENSURING QUALITY OF CARE

1. Introduction
2. Roles and Responsibilities
   
   1. Social Service Commission
      
   2. Department of Health and Human Services
      
      1. Division of Facility Services
         
      2. Division of Social Services
         
      3. Division of Mental Health, Mental Retardation and Substance Abuse Services
         
      4. Division of Aging and Adult Services Long Term Care Ombudsman Program
         
   3. County Department of Social Services
      
   4. Administrators of Adult Care Homes
      
   5. Staff of Adult Care Homes
      
   6. County Commissioners
      
   7. Residents, Family Members, Guardians

SECTION IV - INTERPRETATION OF THE ADULT CARE HOME RESIDENTS' BILL OF RIGHTS

SECTION V - COMPLAINT MANAGEMENT

1. Complaint Receipt
   
   1. Sources of Complaint
      
   2. Complaint Resolution Procedures
      
   3. Confidentiality
      
   4. Anonymous Complaints
      
2. Complaint Investigation
   
   1. Clarify and analyze the Complaint
      
      1. Get a Clear Statement of the Complaint
         
      2. Categorize the Complaint
         
      3. Identify the Significant Persons/Resources
         
      4. Identify Relevant Agencies
         
      5. Identify Steps Already Taken by the Complainant
         
      6. Identify Information Gaps that might Require Research
         
   2. Organizing a Strategy for Investigation
      
   3. Investigation Techniques
      
      1. Observation in the Facility Setting
         
      2. Interview
         
      3. Examine Records and Official Documents
         
   4. Assess all Information Collected to either Verify or Discredit the Complaint
      
3. Complaint Resolution
   
   1. Factors to Recognize and Respect in Pursuit of Resolution
      
   2. Complaint Negotiation
      
      1. Preparing for the Negotiation
         
      2. Negotiation Strategies
         1. Be Reasonable
            
         2. Rebuttal
4. Complaint Resolution Follow-up
5. Documentation of the Complaint Management Process

SECTION VI - COMPLAINT REPORTING SYSTEM

1. Introduction
2. Required Reporting Forms
   
   1. Case Record
      
   2. Community Advisory Committee Quarterly/Annual Visit Worksheet
      
   3. Committee member Activities Record
      
   4. Consent Forms
      
      1. Resident Authorization Form
         
      2. Complainant Authorization Form
         
      3. Third Party Authorization

APPENDIX

1. General Statute 131D
   
2. Sample of by-laws for ACHCAC
   
3. Adult Protective Services Law
   
4. Glossary of Terms and Acronyms
   
5. The Mediation Process
   
6. Key Points in Persuading
   
7. Understanding and Responding to Difficult Behaviors
   
8. Communicating Strategies Helpful When Working With The Confused Elderly
   
9. Heavy Care Residents
   
10. Staff Competency and Training
    
11. Health Care Personnel Registry
    
12. Abbreviations and Acronyms