ihss-pa-care-provider-handbook-750

Registry Policies & Procedures

Removal of Care provider from the Registry

The IHSS Public Authority will give written notice to any individual care provider of any adverse decision affecting the care provider. Such notice shall inform the affected care provider of his/her right to file an appeal, his/her right to union representation and the union telephone number. A copy of the written notice will be sent to the Union. The IHSS Public Authority shall forward to the care provider a copy of all materials that are not protected by confidentiality requirements of the California Welfare and Institutions Code and that were relied upon by the IHSS Public Authority when making its decision.

Complaints concerning a care provider may be given verbally or in writing to an IHSS Public Authority Registry Coordinator. Registry Coordinators will document all complaints. The IHSS Public Authority Registry Supervisor will review all complaints received.

General Policy

  • The In-Home Support Services Public Authority retains the exclusive right to list, refer with or without comment, suspend or remove an individual care provider from the Registry.
  • Consumer or other complaints about care providers listed on the Registry can be written or verbal and must be communicated to the Registry Coordinator 

Care Provider Removal: Minor Offenses

The In-Home Support Services Public Authority will remove a care provider from the Registry after two complaints of minor offenses that have been reported by one or more source within a two-year period that have been deemed valid by IHSS Public Authority staff in consultation with the Registry Supervisor. Minor offenses include, but are not limited to:

  • Not appearing at scheduled interviews without notice.
  • Being late for work without reasonable cause.
  • Discourtesy, rudeness or inappropriate behavior toward a consumer, the consumer relatives or IHSS Public Authority staff.
  • Refusal to do the authorized tasks agreed to upon being hired.
  • Not performing requested and authorized tasks during work hours.
  • Inadequate job performance.
  • Not returning consumer phone calls.
  • Not returning Registry phone calls.
  • Failure to update Registry files.
  • Having consumers sign blank time sheets.
  • Quitting a Registry assignment without a good reason and without at least a two-week notice.
  • Taking family members (including children) or friends to the consumer’s home.
  • Borrowing money, property or items from the consumer.

Care Provider Removal: Major Offenses

The In-Home Support Services Public Authority will remove a care provider from the Registry after one complaint of a major offense that has been deemed valid by the IHSS Public Authority Registry Supervisor. Major offenses include, but are not limited to:

  • Theft.
  • Sexual/physical abuse.
  • Neglect.
  • Dishonesty or misrepresentation related to job duties.
  • Fraud, dishonesty or misrepresentation related to time sheets
  • Unauthorized disclosure of confidential information.
  • Being intoxicated or being under the influence or possession of any illegal substance while on duty.
  • Asking the consumer to supplement the allowable IHSS wage.
  • Absence from or leaving the job without notice.
  • Possession of a firearm or other dangerous weapon while on duty.
  • Conviction for a crime which indicates unfitness for the job.
  • Knowingly putting the consumer in jeopardy.

Complaint and Removal Procedure

  • IHSS Public Authority staff and the Registry Supervisor will evaluate the complaint and determine what action to take.
  • If the complaint regarding a first minor offense is determined to be valid by IHSS Public Authority staff, the care provider will be contacted by the Registry staff to discuss the complaint. The IHSS Public Authority staff will inform the care provider that the second complaint of a similar offense will constitute grounds for removal from the Registry and will inform the care provider about the appeal process.
  • If a complaint regarding a second minor offense (within a two-year period), or a complaint regarding a major offense, is determined to be valid by the IHSS Public Authority staff, the care provider will be sent a written statement notifying the care provider of the removal and the reason(s) for removal, and informing the care provider about the appeal process. The care provider will be removed from the Registry on the date the letter is mailed.
  • The care provider or the Union may file a written appeal within fifteen (15) days after notice for such adverse decision pursuant to the following Appeal Process.

Appeal Process

  • The care provider or the Union may appeal the In-Home Support Services Public Authority’s action to the IHSS Public Authority Manager within fifteen (15) working days of mailing of the removal notification letter.  The appeal must be in writing and state why the care provider believes the IHSS Public Authority’s action was incorrect. The In-Home Support Services Public Authority Manager has the discretion to extend the fifteen (15) working days time-frame if she/he deems it appropriate and reasonable to do so.
  • Care provider participation in the appeal process in any capacity shall be solely on the care provider’s own time and shall not be treated as being within any consumer’s allocated service hours or as paid time. Unless the IHSS Public Authority and the Union have mutually agreed in writing to the contrary, the filing and processing of an appeal shall not serve to stay any IHSS Public Authority action.

Step 1 (Informal)
The care provider shall discuss the appeal with the IHSS Public Authority Manager or such representative as the Manager may designate. A decision by the IHSS Public Authority Manager shall be issued within ten (10) days following the discussion.

Step 2 (Formal)
If the appeal is not satisfactorily resolved in Step 1 above, the care provider or the Union may submit the appeal in writing to the Director of Adult and Aging Services within twenty (20) days of notice of the Step 1 decision. The appeal shall state the action being appealed and the remedy sought, if any.

The Director of the Human Services Department Adult and Aging Division or designee shall have ten (10) days in which to respond to the appeal in writing. If the Union requests a meeting with the Director of Adult and Aging Services or designee, such meeting will be held. If a meeting is held, the written response shall be within ten (10) days following the meeting. The decision of the Director of Adult and Aging Services is final and binding.

Care providers removed from the Registry will remain in an inactive Registry status (not being referred to jobs) until/unless the decision to remove is reversed through the appeal process.

Closing Statements

The In-Home Support Services Public Authority is here to help you advance your skills and knowledge and consequently improve the lives of those for whom you provide service. Please keep the Registry staff of the IHSS Public Authority informed of any changes in your work status every month so that we can best serve you and those in need of your services.

Public Authority Advisory Committee

The Public Authority Advisory Committee meets semi-annually and for special meetings when needed.

The meetings are held in the Adult and Aging Division office at 3725 Westwind Boulevard, Santa Rosa.

For more information, call (707) 565-5700.

Contact Information

Adult and Aging Division
Human Services Department
Business Hours
Monday – Friday
8:00 AM – 5:00 PM
Address
3725 Westwind Boulevard
First Floor
Santa Rosa, CA 95403
38.510185, -122.796579