Safety & Emergency Preparedness
During an evacuation drill, this determines which individuals—if any—are permitted to remain inside the building while all others evacuate to the designated area.
What is:
No one stays in the building during an evacuation?
A surveyor might ask staff to identify the location where information about client rights and the process for filing complaints is clearly posted and accessible to persons served.
What is Alameda County Behavioral Health Grievance Poster in the Reception Area?
What is the Client's Rights notebook on the receptionist desk?
This Telecare‑approved survey tool is used to gather feedback from persons served about their experience with services and overall satisfaction with the program.
What is:
The MHSIP (Mental Health Statistics Improvement Program)?
Also known as Consumer Perception Survey?
Surveyors may ask staff to describe observable changes that show services are effective. These improvements may look different across programs but should clearly reflect recovery, progress, or increased functioning for persons served.
What are examples, such as:
Improved stability, increased engagement in services, greater independence, achievement of personal goals, improved coping or symptom management, stronger community connections, improved safety, or progress toward recovery as defined by the person served?
These are some ways that supervisors and staff are expected to maintain regular communication with leadership using established Telecare channels to support safety, quality, and coordinated care.
What are:
Through regular supervision, team or staff meetings, email, phone or teams messaging, rounding, open‑door communication, and escalation through leadership or administrative channels as needed?
When an evacuation alarm or drill occurs, staff and persons served are required to relocate to this location outside the building.
What is:
The corner of 17th and Harrison
Staff should be able to clearly explain the steps a person served follows to raise a concern or formally submit a complaint or grievance.
What is first speak to a Clinical Director and if unsatisfied, speak to the Administrator and if unsatisfied, speak to the Regional Director? Can file a formal grievance through the Grievance Line on the Grievance Poster in the Reception Area at any time.
These are some ways that Telecare staff demonstrate effectiveness, quality improvement, and alignment with the organization’s mission and recovery‑based approach.
- Community Outcome Events (COEs)
- Direct Care Hours Per Client-
- Staff performance and training compliance?
Telecare’s strives to deliver excellent and effective behavioral health services that engage people with complex needs in recovering their health, hopes, and dreams.
What is Telecare’s mission?
This is where we can determine whether a person does or does not meet program eligibility based on established admission and exclusion requirements.
What is:
Based on the program’s Admission and Exclusion Criteria Protocol as reviewed by Clinical Director or Team Lead?
This is the formal name of the training Telecare staff receive to prevent, de‑escalate, and safely manage aggressive or assaultive situations.
What is:
CPI-Nonviolent Crisis Intervention Training?
Staff should be able to explain the appropriate steps an employee takes to report concerns or file a workplace complaint using approved organizational channels.
What is notify your immediate supervisor or contact your HR Business Partner or the Compliance Hotline?
This Telecare survey is used to gather feedback from employees about engagement, workplace culture, leadership, and overall job satisfaction.
What is:
Telecare's Employee Engagement Survey (Annual Employee Engagement Survey)?
This is a philosophy of care and specific tools that Telecare created to emphasize recovery‑oriented services that move beyond doing things for people by supporting choice, shared decision‑making, and active participation in shaping goals, services, and meaningful life roles.
What is by using:
Telecare’s Recovery‑Centered Clinical System (RCCS), person‑centered planning, shared decision‑making, and supporting individual choice, strengths, goals, and community participation?
These are some ways that staff ensure services reflect what is important to the person served and support recovery based on the individual’s own goals and preferences.
What is:
By partnering with clients through person‑centered planning, using their stated goals, preferences, and strengths into assessments and treatment plans, engaging them in shared decision‑making, and updating plans based on their input and progress using Telecare’s Recovery‑Centered Clinical System (RCCS)?
In CPI, there is a Verbal Escalation Continuum.
What is the name of Stage of the Verbal Escalation Continuum that involves the partner asking 'legitimate' questions or 'challenging' questions.
What is:
Questioning: Information seeking or Challenging?
(In this stage, the staff response should be to stay on topic and provide a rational response)
Staff can identify when written authorization from a person served is required before information can be shared outside the program.
What is:
Before staff can share any Protected Health Information (PHI) with family members, outside providers, or third‑party agencies?
These are some groups who use program outcome data to monitor performance, guide quality improvement, and support accountability across the organization.
What are:
Program staff and leadership,
Telecare leadership,
Quality and compliance teams,
External stakeholders such as funders, counties, and accrediting bodies, as appropriate?
These are some ways that Telecare supports ongoing learning, competency development, and career advancement to sustain a skilled, engaged workforce.
What are through:
Telecare training and education programs ( Relias and Enterprise Learning), supervision and coaching, performance evaluations and development goals (stretch goals), leadership and specialty training opportunities, and participation in committees and quality improvement activities?
These are some ways we support members with participating in cultural activities that reflect how they want to be supported in community connection, self‑expression, and recovery. These activities may vary by program and population.
What are:
Cultural celebrations, holiday events, art or music activities, community cultural events, faith‑ or tradition‑based activities, heritage celebrations, or other culturally meaningful activities identified by the members themselves?
In the event of a spill involving bodily fluids or hazardous materials, staff must know the location of the emergency supplies so they can be accessed immediately.
What is the cabinet in the reception area.
This specific Telecare Policy - officially titled Policy Number CE-1.100.9 - serves as the foundational guide for maintaining professional integrity and supporting our ethical standards.
What is Code of Conduct and Ethics Policy?
CARF surveyors expect staff to explain how the program documents, monitors, and follows up on performance improvement activities to strengthen services and outcomes.
What is:
QAPI (Quality Assurance and Performance Improvement)?
Telecare's Core Principles. They guide how we deliver services, support recovery, ensure safety, and partner with clients, staff, and communities across all programs.
What are:
Security, Growth, Partnership, Service, Respect, and Excellence?
These are some ways that Telecare programs go beyond providing services to people by intentionally supporting choice, access to community resources, skill‑building, and meaningful roles that promote independence and long‑term recovery.
What is by:
Using Telecare’s Recovery‑Centered Clinical System (RCCS) to support person‑centered planning, shared decision‑making, skill‑building, access to community resources, and meaningful roles that promote independence and long‑term recovery?