IHSS PA consumer handbook

Urgent Substitute Provider Program (USPP)

If Your Care Provider is Unexpectedly Absent from Work

When your care provider is unexpectedly absent from work due to sickness or an emergency, you may be able to wait until the care provider returns to work. However, you may be particularly fragile or disabled and unable to wait for the care provider to return. You may need important services that you cannot do for yourself. In these circumstances, you may need to turn to relatives, friends, or neighbors for help.

When no one else is able to help you in this situation, you can call the Urgent Substitute Provider Program (USPP) for a substitute, short-term care provider. To determine whether you are eligible to access a substitute care provider, call (707) 565-5719

About the Program

Regular Service

Call (707) 565-5719. If you get voicemail, leave your name and number, and a Registry Coordinator will return your call within the hour.

IHSS Public Authority Staff Hours:

Week days
8:00 AM– 4:00 PM.

Evening and weekend service can also be scheduled during these hours.

After Hours Service

Call (707) 565-5719. A voicemail message will give you the phone number of a Home Care Agency to call.

Home Care Agency Hours:

Weekday evenings:
4:00 PM – 8:00 PM.

Holidays, Saturdays and Sundays: 8:00 AM – 8:00 PM

Who is Eligible for Urgent Substitute Provider Program?

  • Residents of Sonoma County, and       
  • Currently enrolled In-Home Supportive Services (IHSS) Consumers/Recipients, and 
  • Individuals with an urgent need for critical services due to the unexpected and temporary absence of a regular provider.

 What USPP Services are Available?

  • Nutritional services
  • Provisioning of fuel for heating or cooking
  • Personal care
  • Pick-up and delivery of critical medications

Do I Pay for USPP Services?

  • No, the service is free.

How Does the USPP Work?

  • When and IHSS consumer calls USPP, an in-take person will interview the consumer over the phone to determine eligibility for assistance.
  • If the consumer is eligible, a care provider from a home care agency will be dispatched to the consumer’s home
  • The care provider will assist the consumer with the defined urgent care needs.

Are There Limits to the USPP Service?

  • USPP is intended to provide temporary, but not long-term urgent assistance.

What are My Obligations?

  • To provide a safe and courteous working environment for the care provider.
  • To require providers to do only the agreed upon services.

Contact Information

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