24.8 Verifying Receipt of Goods and Services

Verifying receipt and accuracy of orders is an essential part of the purchasing process that actively confirms either that:

  • the goods were delivered in good condition and met specifications; or
  • the services were completed according to specifications.

24.8.1 Accepting Delivery of Goods

When consumer purchases are delivered to a CRS program office, process the deliveries the same way other administrative deliveries are processed. A CRS program staff member follows the procedure below.

Before accepting the delivery:

  • verify that the shipment is addressed to the appropriate office;
  • inspect the shipping packages for any visible damage; and
  • ensure that the shipment contains the correct number of packages as stated on the shipping documentation.

Acknowledge the shipment by signing the shipping document if the shipment:

  • appears undamaged;
  • matches the quantity on the shipping document; and
  • is correctly addressed to the receiving CRS program office.

Assess and document the shipment status in a ReHabWorks case note.

If the shipment appears damaged but the damage seems minor:

  • accept the shipment, noting the number of damaged packages on the shipping document; or
  • refuse the shipment, noting that the refusal is due to damages to the shipment.

If the damage is or appears to be severe:

  • refuse the shipment, noting the refusal and the damages on the shipping document; and
  • notify the vendor and the caseload carrying staff of the damaged shipment.

Do not accept collect or cash on delivery (COD) deliveries or deliveries made to the wrong office. If a vendor erroneously ships collect or COD, refuse the shipment.

If goods or services do not meet the appropriate conditions listed above, initiate corrections. When the goods or services meet the conditions, document their receipt in ReHabWorks.

24.8.2 Documenting Receipt of Services

Contact the consumer to gather the appropriate service verification.

If the consumer is not available initially to verify receipt of the service, you must document in case notes your attempts to verify receipt of the service, as follows:

  1. You attempt to contact the consumer to verify that the service met the specifications and document this in a case note.
  2. Continue to attempt contact with the consumer, after 20 days have elapsed since the receipt of the invoice. Record in case notes each attempt to contact the consumer.
  3. When contacted, you get the consumer's signature, if required, that the service met specifications and file this in the paper case file. If signature is not required, you record the consumer's response in case notes.

If the consumer cannot be contacted, consult the area manager for guidance.

If required, you get the consumer's signature that the service met specifications and file this in the paper case file. If signature is not required, you record the consumer's response in case notes.

For a one-time maintenance or transportation payment, ReHabWorks automatically creates the receive record(s) once a service authorization is generated. Therefore, the buyer needs to verify only the payment authorization.

Provider Reports

In some cases, the CRS program purchases a service that requires the provider to develop and submit a report. For example, a medical examination results in a medical report. The receipt date is the date the exam (service) takes place. The report receive date is an additional date required for all services with reports. The report receive date is the date the report is received in the CRS program office listed on the authorizing service authorization.

Enter the date in ReHabWorks within seven working days of receipt of an acceptable, complete, and accurate report.