Top Questions to Ask a Provider

Ask whether the Company currently provides the complete array of services available to a person enrolled in the program.

It’s important to know whether the Provider has experience in providing services in ALL settings. For example, some Providers do not provide any Residential Services and only subcontract for services such as Host Home/Family Provider. Although a person served in the waiver programs may not currently need Residential Services, conditions may change in the future and the person may need something different. Choosing a provider who has a proven track record in all service delivery settings is very important.

Ask about the Company’s quality assurance process. Do they have staff whose only job function is to monitor and improve the quality of the services provided?

Quality should not be taken for granted. Surveys conducted by the Department of Aging and Disability Services are only the first step in ensuring a quality program. Good Providers have internal Quality monitoring systems that continually improve the Quality of the programs. The best Providers even have staff whose only job function is to monitor and improve quality.

Ask about the Company’s complaint process and how they handle issues when they arise. Do they have a Compliance Hotline?

Although no Provider wants problems or controversies to occur, good Providers have a process to address concerns rapidly and effectively. The best Providers have feedback mechanisms like Compliance Hotlines where individuals, families, and employees can directly report any issue and may do so anonymously.

Ask how the Company serves people who may have challenging behaviors. Do they have Licensed Psychologists and Board Certified Behavior Analysts on staff for meeting the behavioral needs of the people served by the program?

Serving the behavioral needs of people in the waiver programs is a vital part of a good Provider. Some Companies may only use contracted providers on an ‘as needed’ basis to assist their staff in addressing any behavioral challenges. The best Companies hire sufficient numbers of Licensed or Certified Professionals who have specialized skills for serving the behavioral needs of people with Intellectual and Developmental Disabilities.