Section 19000, Communication

Revision 10-0; Effective June 1, 2010



19100  Notification Between the HCS Provider and Local Authority Service Coordinator

Revision 10-0; Effective June 1, 2010


Click here to view circumstances under which the HCS provider and Local Authority (LA) service coordinator (SC) should notify each other of important events or activities.


19200  Communication Between Local Authority and Home and Community-based Services Provider

Revision 10-0; Effective June 1, 2010


The Home and Community-based Services (HCS) model is dependent on a mutual understanding and respect of the individual's desires, the provider's role in service provision, and the service coordinator's role in planning and monitoring. Building relationships with each entity will be necessary to accomplish the HCS program objectives. Effective communication is necessary in building and maintaining good relationships.


19210  Management Considerations for Local Authorities

Revision 10-0; Effective June 1, 2010

Provide a forum for providers and LA staff to bring forward issues and concerns. When LAs and 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 LA should clearly state that its goal is to be successful in the partnership.

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

Ensure a balance between listening to provider concerns and asserting the needs of the LA and consumers. A well-rounded relationship between providers, LAs and consumers should be the goal of the LA.

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

Implement strategies to assist service coordinators with 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 10-0; Effective June 1, 2010


Service coordinators must build relationships with HCS consumers, families and providers. Developing and maintaining good relationships will assist in understanding the likes and dislikes of the consumer, 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 Local Authorities and Providers

Revision 10-0; Effective June 1, 2010


Communication needs between LAs, providers and individuals/families differ in different areas of the state. However, it is recommended that all LAs and providers use the standardized Form 8583, Contact Information. This form ensures individuals, their families, 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 LAs 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 individual 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 discussions between the service coordinator and 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.