After-Hours Assistance Request Policy

Section: Case Management Agency (CMA)
Created: 02/25/2024
Revised:
Effective: 03/01/2024

Policy Statement

It is the policy of Weld County CMA (WCCMA) to support individuals, Members, and families needing assistance or consultation outside standard business hours. To address the diverse needs and schedules of our clients, including those with disabilities and varying commitments, WCCMA has established internal procedures to ensure accessibility and responsiveness.

Scope

This policy applies to all WCCMA staff.

Contract Section(s)

1.1.7.2. The Contractor shall have internal procedures for accommodating individuals, Members, and families who need assistance or consultation outside regular business office hours.

Relevant Rules and Regulations

Not Applicable.

Regular Business Hours

  • WCCMA operates Monday through Friday, from 8:00 AM to 5:00 PM.
  • WCCMA observes all federal, state, or local holidays and may close during unplanned incidents, such as inclement weather or other emergencies.

Procedures for Accommodating Requests Outside Regular Business Hours

  1. Request Submission:
    • Individuals, Members, and families are encouraged to communicate their need for assistance outside regular business hours to a WCCMA staff Member as soon as able.
  2. Staff Accommodation:
    • Staff are required to accommodate these requests based on the client's preferences and needs, ensuring the provision of all case management services as defined in the contract and rule. This includes activities that can be completed by phone, virtually, and in-person.
  3. Work Schedule Adjustment:
    • Staff Members are authorized to adjust their workday and workweek schedules to meet client needs outside of regular business hours with approval from a supervisor.
    • In the event an afternoon visit extends past regular business hours, case managers will notify their supervisor the next business day to establish a plan for adjusting the remaining work hours in the week.
  4. Overtime Use:
    • The utilization of overtime to accommodate requests outside regular business hours is strictly prohibited without explicit prior approval from the Division Director.
  5. Documentation and Reporting:
    • All requests for assistance outside of regular business hours, along with the accommodation made, must be documented, and reported to the appropriate supervisor. Additionally, details of the assistance provided must be entered into the Care and Case Management (CCM) system for record-keeping and monitoring purposes within five business days.

Responsibilities

  • Staff Members are responsible for accommodating requests, adjusting schedules as necessary, and ensuring proper documentation.
  • Supervisors oversee the approval of work schedule adjustments.
  • The Program Manager oversees supervisors and personnel issues pertaining to scheduling.
  • The Division Director approves overtime requests.

Policy Review

This policy will be updated as needed based on feedback and changes to county, contractual and regulatory requirements.

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