Section 19000, Communication

Revision 21-1; Effective September 21, 2021


19100  Notification Between the Home and Community-based Services (HCS) Program Provider and Local Intellectual and Developmental Disability Authority (LIDDA) Service Coordinator

Revision 21-1; Effective September 21, 2021


19200  Communication Between the LIDDA and HCS Program Provider

Revision 21-1; Effective September 21, 2021

The HCS program is dependent on a mutual understanding and respect of the individual's desires, the program provider's role in service provision, and the service coordinator's role in planning and monitoring. Building relationships and maintaining effective communication with each entity is necessary to accomplish HCS program objectives.


19210  Management Considerations for LIDDAs

Revision 21-1; Effective September 21, 2021

Provide a forum for program providers and LIDDA staff to bring forward issues and concerns. When LIDDAs and program providers are able to solve problems together, the partnership is strengthened. Relevant input can be solicited in a number of ways, including the following:

Establish a climate of support. Each LIDDA should clearly state that its goal is to be successful in the partnership.

Provide opportunities for program providers, families, individuals and LIDDA staff to meet and interact. These opportunities should be available not just during the program provider choice process. Following are some ideas:

Ensure a balance between listening to program provider concerns and asserting the needs of the LIDDA and individuals. A well-rounded relationship between program providers, LIDDAs and individuals should be the goal of the LIDDA.

Develop communication skills that foster good relationships between program providers and individuals. Provide basic communication skills training to service coordinators and supervisors with goals to develop:

Implement strategies to assist service coordinators with program provider communication. Service coordinators are responsible for communicating serious concerns, as well as ongoing information. Strategies for success may include developing:


19220  Helpful Hints for Service Coordinators

Revision 21-1; Effective September 21, 2021

Service coordinators must build relationships with individuals enrolled in the HCS program, families and program providers. Developing and maintaining good relationships will assist in understanding the likes and dislikes of the individual, determining needed services and ensuring the development of a mutually satisfying partnership.

Relax and be yourself.

Be genuine and honest in all you say and do.

Be positive.

Improve skills.

Use respectful language at all times.

Avoid at all costs:


19230  Recommended Levels of Communication Between LIDDAs and Program Providers

Revision 21-1; Effective September 21, 2021

Communication needs between LIDDAs, program providers and individuals/families differ in different areas of the state. However, it is recommended that all LIDDAs and program providers use the standardized Form 8583, Contact Information. This form ensures individuals, their families, program providers and service coordinators have accurate and current contact information for each other. The form should be completed at enrollment and updated as needed. Additionally, it is recommended that all LIDDAs have procedures in place to address the following levels of communication:

Level I — Emergency/Crisis Notification. Level I includes communication about incidents that affect an individual’s health and safety, as well as events that disrupt normal procedures of an individual’s care. This level of communication may need to occur after hours or as soon as possible during business hours, and may address the following:

Level II — Concerns and Changes in Service Needs. Level II includes communication between the service coordinator and program provider about an individual's issues (for example, an individual’s service array, the service provider or individual/family concerns). This level of communication will require regular meetings, as needed, and may address:

Level III — Relationships. Relationship building, courtesy and mutual cooperation should be an ongoing process that starts during transition and continues on a broader scale after program implementation.