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?
Surveyors often 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 [Program specific location of postings]?
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) Consumer 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?
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 [insert program specific means of communication]?
When an evacuation alarm or drill occurs, staff and persons served are required to relocate to this pre‑identified safe location outside the building.
What is the program‑specific designated evacuation assembly point, located at [insert exact location for this program]?
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 [Program specific process for client complaint]?
CARF surveyors expect staff to name the key areas Telecare programs track to demonstrate effectiveness, quality improvement, and alignment with the organization’s mission and recovery‑based approach.
What are client recovery and functional outcomes, safety and risk indicators, client satisfaction, engagement in services, staff performance and training compliance, and other objective quality measures tracked through organizational reports and surveys [program specific outcome measures]?
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?
Surveyors may ask staff who determines whether a person does not meet program eligibility based on established admission and exclusion requirements.
What is the decision made according to the program’s Admission and Exclusion Criteria protocol by designated clinical and/or program leadership roles?
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 the Telecare Employee Engagement Survey (Annual Employee Engagement Survey)?
Telecare emphasizes 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?
Surveyors may ask staff to describe how they 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, incorporating 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 the Verbal Escalation Continuum of CPI, this stage involves the person served asking legitimate questions or 'challenging' questions; the staff response should be to stay on topic and provide a rational response.
What is Questioning: Information seeking or Challenging?
Staff must understand 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?
Surveyors expect staff to explain who uses 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, and external stakeholders such as funders, counties, and accrediting bodies, as appropriate?
Surveyors expect staff to describe how Telecare supports ongoing learning, competency development, and career advancement to sustain a skilled, engaged workforce.
What are through Telecare training and education programs (such as 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?
Surveyors may ask staff to give examples of cultural activities that reflect how persons served are supported in community connection, self‑expression, and recovery. These activities may vary by program and population.
What are examples such as 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 persons served in this program?
In the event of a spill involving bodily fluids or hazardous materials, staff must know the location of this emergency supply so it can be accessed immediately.
What is [insert exact location for this program]?
This specific Telecare document, 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?
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 through QAPI (Quality Assurance and Performance Improvement)?
These core principles guide how Telecare delivers services, supports recovery, ensures safety, and partners with clients, staff, and communities across all programs.
What are Security, Growth, Partnership, Service, Respect, and Excellence?
Surveyors expect staff to explain how 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?