Program Operations
An employee cannot work their scheduled shift. A coworker reports the absence for them, but the scheduled employee never contacts management.
What is failure to follow the call-in process?
Weekend staff need management assistance and directly contact the regular weekday MHPD.
What is bypassing the on-call process?
A medical appointment occurred, but it remains listed as “Scheduled” in Therap.
What is an appointment status that must be changed to “Completed”?
An individual yells at staff in the morning. Once calm, they ask to attend their planned community outing. Staff cancel it to “hold them accountable.” What 245D right applies?
What is the right to “engage in chosen activities” and receive services that support the person’s preferences and desired outcomes?
Staff should address the yelling separately. A planned outing should not be removed as an unrelated punishment unless a documented, authorized restriction applies.
Statute: Minnesota Statutes 245D.04, subdivision 3, and 245D.07, subdivision 1a.
Staff notice dishes, laundry, and routine household tasks are unfinished. They say, “That is the next shift’s responsibility.” According to the MHS II job description, what are staff expected to do?
What is fairly divide the workload, assist coworkers, and make sure assigned household duties are completed?
The job description requires staff to independently and fairly divide workloads, alternate duties willingly, keep the home clean and organized, and complete or supervise household tasks.
Staff are unable to attend the monthly meeting and never contact the MHPD or complete the makeup training.
What is failure to meet conditions of employment? (Remaining up-to-date on all required trainings)
Staff call on-call and want to receive a call back. What process should be followed.
What is leave a detailed voicemail, including name, information of why they are calling, where they are calling from (program), and a call back number.
The consultation form is attached and there is a new medication order. Who is responsible for making the changes?
What is staff who attended the appointment should enter results and new medication in MAR as well as follow-up with Pharmacy? (Policy C-)
An individual throws their gaming system but does not damage it. Staff take it for the weekend to teach a lesson. What 245D protection applies?
What is the right to “access to the person’s personal possessions at any time” and to receive respectful treatment of their property?
Staff may respond to an immediate safety concern, but they cannot create an extended property restriction as punishment. Any ongoing restriction must follow the person’s approved plan and 245D requirements.
Statute: Minnesota Statutes 245D.04, subdivision 3.
An individual is sitting in the living room while staff complete paperwork and use their phones. No activity or interaction has been offered. What job responsibility is being missed?
What is keeping the focus on the individual and actively offering meaningful home or community activities based on their interests and choices?
MHS II staff are expected to interact with individuals, proactively plan activities, offer a variety of options, and creatively engage individuals throughout the shift.
The P-card is missing for several shifts. Staff did not complete required financial checks or sign-offs for multiple dates/ shifts. What should be done immediately, and what follows?
What is notify management, locate and secure the PCard, complete proper shift change moving forward; followed by corrective action, retraining, and possible discipline for involved staff for all dates?
Three employees contact on-call about the same uncovered shift without any new information. What does duplicate information cause.
What is delayed response and lack of communication among peers.
The provider orders lab work and a follow-up appointment
What is the follow-up should be attached to the appointment in Therap and added to the program calendar?
An individual refuses to shower. Staff say they cannot leave the home until they shower, even though no medical emergency or approved restriction exists. What person-centered principle was missed?
What is providing services according to the person’s “identified needs, interests, preferences, and desired outcomes” while using the least restrictive support necessary?
Staff should respectfully explain the concern, identify barriers, offer choices involving time or products, and follow the support plan. Community access should not be used as leverage for hygiene compliance.
Statute: Minnesota Statutes 245D.07, subdivision 1a.
A staff member says they should not have to work at another ABS home because they were hired for one primary location. What does the job description state?
What is staff may be expected to work across locations and complete cross-training when program needs arise?
The position has a primary location, but the job description specifically states that MHS II staff may work across locations and are expected to be cross-trained at additional sites.
There is a new staff at your site who is scheduled for cross-training during your shift.
What is greet the staff, show them around the site, complete a shadow packet with them, and maintain ratio?
Staff leave one complete voicemail, remain at the program, keep their phone available, and wait for a response.
What is correctly following the on-call process? Staff should wait 15 minutes before calling again and before following the next chain of command
A note states, “He was disrespectful and wanted attention.”
What is subjective documentation that assumes intent?
Staff say, “They need consequences, so we can remove outings or belongings whenever they act out.” What does 245D require before restricting those rights?
What is documentation in the support plan showing the restriction is necessary for health, safety, or well-being and is implemented using the “least restrictive alternative”?
Staff cannot invent rights restrictions during a shift. Restrictions involving chosen activities, community association, privacy, or personal possessions require documented justification, measurable conditions for ending the restriction, and support to reduce or eliminate its continued need.
Statute: Minnesota Statutes 245D.04, subdivision 3(c).
At the start of the shift, staff begin cleaning without checking where the individual is, reviewing recent records, or asking whether support is needed. What duties were missed?
What are locating the individual, greeting them when awake, checking whether they need assistance, and reviewing current program documentation? Reminder: complete those time stamps!
An open shift is filled by switching staff from another home without notifying a supervisor or documenting the change in Inovalon, leaving that program short and disrupting an individual’s planned activities.
What is violation of scheduling policy (policy A-15)
Staff become frustrated, raise their voice, repeatedly interrupt on-call, and end the call before confirming the current staffing level and safety needs. This is an example of what.
What is unprofessionalism and communication that prevents proactive problem-solving.
An incorrect medication dose is administered, even though the individual has no immediate symptoms.
What is a medication error requiring a GER and required follow-up?
An individual frequently looks for food between meals and may eat large amounts when food is available. Staff want to lock the refrigerator and snack cabinets to stop the behavior. No approved restriction is included in the person’s support plan. What 245D right applies?
What is the right to have “freedom and support to access food and potable water at any time”?
Staff cannot independently lock up food because the person seeks it frequently. Staff should follow the person’s support plan, offer nutritionally appropriate choices, use planned meals and snacks, explore medical or behavioral causes, and involve the support team if additional safeguards are needed. Any restriction must be formally assessed, documented, justified, and use the least restrictive approach—not created by staff during a shift.
Learning point:
Food-seeking behavior should lead to assessment and person-centered planning, not automatic loss of food access. Staff can support healthy choices and safety without using locked food as punishment or convenience.
During a difficult interaction, staff say, “They are choosing to act like this, so I am not helping until they calm down.” What responsibilities from the MHS II job description still apply?
What are remaining engaged, using the behavior support plan, identifying signs of escalation, applying trained support strategies, and treating the individual with dignity and respect?
The position requires staff to understand and implement behavioral plans, recognize agitation and escalation, use appropriate interventions, respond to emergencies, and provide positive, person-centered support even during difficult interactions.