Policy Procedures Manuals for Supportive Housing Anne Cory

Policy & Procedures Manuals for Supportive Housing Anne Cory Corporation for Supportive Housing MHSA Operations TA Call 2/2/11 www. csh. org

Purpose of the policy and procedure manual (and what it is not) n 2 Having clear policies and procedures in place: – Helps provide support to staff, – helps supportive housing projects run smoothly, and – helps ensure consistent and predictable responses to important events.

Purpose of the policy and procedure manual (and what it is not) n 3 A Policies and Procedures Manual represents an important guide to: – who does what; – when or how often it is done; – how it is done (in writing, in a meeting, etc. ); – what resources are available (staff on call, logbooks); and – what forms to use.

Purpose of the policy and procedure manual (and what it is not) n n 4 At a minimum, the Manual should outline the performance of critical functions, such as emergency on-call systems, fire safety procedures, and responses to crises. Policies and procedures should also be periodically reviewed and revised throughout the operating of the housing.

Whose manual is it? n 5 Many programs have three different manuals: • A Welcome/Orientation Guide (for tenants); • A Personnel Policies and Procedures Manual (for staff); and • A Building Operating/Program Policies and Procedures Manual (for staff).

Content n 6 Introduction – Agency Overview and Mission – Program Description and Goals

Content n 7 Organizational Chart – Job Descriptions

Content n 8 Admission and Discharge Policies – Tenant Selection Processes – Eviction Processes

Content n 9 Building Management Policies – Rent Collection – Room Inspections – Repairs and Maintenance – Lease Violations – Health and Safety Violations – Front Desk Responsibilities – Building Security and Visitor Policies – What about including copies of forms? ?

Content n 10 Social Service Policies – Program Policies (i. e. , medication management, budgeting assistance, representative payee, referrals etc. ) – Service Documentation Policy – Confidentiality Policy – Fraternization Policy – Miscellaneous Operations: (i. e. , car policy, petty cash etc. )

Content n n 11 Emergency Policies and Procedures – Psychiatric/Medical – Accidents and Death – On-Call Phone Numbers, Emergency Contacts and Resources Fire Safety Policy – Fire Prevention and Inspection Policy

Content n 12 Incident Review Policies – Investigating an Incident – Writing and Filing Incident Reports

Content n 13 Grievance Policies – Informal Tenant Grievance Policy – Formal Tenant Grievance Policy – Dispute Resolution Services

Content n 14 Abuse and Neglect Reporting – Criteria for Identifying Incident of Abuse or Neglect – Child Abuse and Neglect Reporting – Elder Abuse and Neglect Reporting – Response to Domestic Violence situations

Content n 15 Medical Policies – Medication Storage – Medication Monitoring

Some other topics n n 16 Reasonable Accommodation Tenant organizing Community building activities Tenant orientation

CSH Dimensions of Quality: Assessing Key Indicators 4. All involved organizations maintain, review and regularly update manuals and plans, such as: n Property Management Operations Manual; Asset Management Plan; Maintenance Policies and Procedures Manual; Services Policy and Procedure Manual; Compliance Manual; Personnel Policies and Procedures Manual; Staff Training and Orientation Manual; and Safety and Emergency plans. 17

CSH Dimensions of Quality n 18 Questions to Consider: – Is there a schedule for reviewing and updating manuals and plans? – Who conducts the reviews? – How are decisions made regarding potential changes to manuals or plans? – How are updates disseminated?

For more information go to www. csh. org