their staff in meeting their service needs. This confidential client satisfaction and outcome questionnaire is mailed to all recipients or provided to the client at time-of-service delivery; it is printed in Spanish and English and is sent with a postage paid, pre-printed envelope so that no cost is incurred by the respondent in returning it. Contractors are then evaluated on their ability to satisfy the service needs of the target population based on the anonymous comments received from their clientele, discussions between case managers and clients, and monitoring sessions. Contractors not meeting the desired outcomes are required to resolve any issues to the satisfaction of the recipient (if possible). A pattern or practice of not meeting service needs would require the provider to submit a plan of corrective action. 5. How will the agency ensure that your service provider(s), to the maximum extent feasible, will provide services to low-income minority individuals, individuals residing in rural areas, individuals who are Native Americans, individuals at risk of institutional placement, and individuals with a severe disability in the area being served by the service provider? Request for Proposal Packages include requirements to be able to provide services in language and culturally appropriate manner, so potential contractors are aware from the outset of the need for “preference” in providing services. Service methodologies and scopes of work require potential contractors to meet preferences in service delivery. These methodologies are incorporated into resulting contracts which then hold providers responsible for meeting the preference objectives. Monthly and quarterly demographic reports are monitored for targeting compliance. Actual targeting outcomes are discussed with contractors at yearly assessments if needed. Additionally, PCOA will actively reach out to community organizations whose mission is to serve traditionally underserved and/or marginalized communities. 6. How will the agency ensure that your service provider(s) will meet the specific objectives established by the Area Agency for providing services to low-income minority individuals, individuals residing in rural areas, individuals who are Native Americans, individuals at risk of institutional placement and individuals with a severe disability in the area being served by the service provider? Most requests for service are first received by the PCOA Help Line/Intake staff. As appropriate for the service request, the Help Line staff conduct an initial screening, determining the client’s in come, inability to perform Activities of Daily Living, available assistance from family and friends, and ability to pay for needed services. Individuals meeting the targeted service preferences are referred to PCOA subcontracted service providers or PCOA internal staff as appropriate. An Intake or ASCAP is completed for each client receiving service and the data added to the State or PCOA database as required. Each service provider submits mandatory monthly demographic reports for each OAA funded service. These reports, which meet NAPIS requirements, are monitored for targeting compliance.
7. How will community-based organizations be involved, in a meaningful way, in the planning and implementation of the Area Plan on Aging?
Region II: PCOA
Area Plan 2024-2027
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