CERTIFIED COMMUNITY RESIDENTIAL SERVICES AND SUPPORTS (CCRSS) SKILL BUILDING TOOL CCRSS Complaint Investigation DATE OF HIRE NAME OFFICE LOCATION STAFF’S NAME PEER COACH / TRAINER’S ON-SITE VISIT DATE(S) (MM/DD/YYYY) NAME PROVIDER’S Expectation: It is expected that the new staff member would have participated in Intro to RCS and be performing at an independent level in the complaint investigation process. Key Elements: Peer Coach (PC) Place appropriate observed code next to each critical element. When appropriate, the PC should describe in the “notes the event that led to the coding within the section and identify and add specific opportunities for growth in needed sections” areas. Skill Level Key: SKILL LEVEL CODE DESCRIPTION O Observation Only Observed investigation; did not perform any tasks or elements. Required the availability of the PC to provide directed assistance and identify DC Demonstrated with Coaching areas for improvement. Required the availability of the PC to answer questions and give minimal D Demonstrated with Minimal Coaching direction. I Performed Independently Performed the investigation tasks and elements independently. Element has previously been performed at the independent level or was not NA Not applicable attempted. 1. Off-site Preparation The purpose of the off-site preparation is to obtain as much information as possible about the complaint before beginning to plan the investigation. Staff Member Preparation: Review the Complaint Process in Chapter 20 of the State Operating Procedures Manual. Objectives / Critical Elements: O DC D I NA Reviewed the complaint and identified the preliminary issues and priority classification of the complaint. Reviewed CRU referrals and recommended any additional agency referrals not made at the time CRU processed the intake. Coordinated onsite visits with the APS investigator whenever deemed appropriate and possible. Contacted the complainant by telephone for additional information. Three attempts were made to contact complainant. Reviewed previous complaints to identify possible trends or repeat issues. NOTES
CERTIFIED COMMUNITY RESIDENTIAL SERVICES AND SUPPORTS (CCRSS) SKILL BUILDING TOOL CCRSS Complaint Investigation STAFF’S NAME DATE OF HIRE PEER COACH / TRAINER’S NAME OFFICE LOCATION ON-SITE VISIT DATE(S) (MM/DD/YYYY) PROVIDER’S NAME Expectation: It is expected that the new staff member would have participated in Intro to RCS and be performing at an independent level in the complaint investigation process. Key Elements: Peer Coach (PC) Place appropriate observed code next to each critical element. When appropriate, the PC should describe in the “notes sections” the event that led to the coding within the section and identify and add specific opportunities for growth in needed areas. Skill Level Key: SKILL LEVEL CODE DESCRIPTION Observation Only O Observed investigation; did not perform any tasks or elements. Demonstrated with Coaching DC Required the availability of the PC to provide directed assistance and identify areas for improvement. Demonstrated with Minimal Coaching D Required the availability of the PC to answer questions and give minimal direction. Performed Independently I Performed the investigation tasks and elements independently. Not applicable NA Element has previously been performed at the independent level or was not attempted. 1. Off-site Preparation The purpose of the off-site preparation is to obtain as much information as possible about the complaint before beginning to plan the investigation. Staff Member Preparation: Review the Complaint Process in Chapter 20 of the State Operating Procedures Manual. Objectives / Critical Elements: O DC D I NA Reviewed the complaint and identified the preliminary issues and priority classification of the complaint. Reviewed CRU referrals and recommended any additional agency referrals not made at the time CRU processed the intake. Coordinated onsite visits with the APS investigator whenever deemed appropriate and possible. Contacted the complainant by telephone for additional information. Three attempts were made to contact complainant. Reviewed previous complaints to identify possible trends or repeat issues. NOTES