understanding
CLIENT CARE
POLICIES & FORMS HANDBOOK
VOLUME II | Ongoing Client Support
© 2019 Care Net. Understanding Client Care: Policies & Forms Handbook, Volume II: Ongoing Client Support. All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means—electronic, mechanical, photocopy, recording, or any other—except for brief quotations in printed reviews, without the prior permission of the publisher. Available for purchase at: care-net.org Care Net 44180 Riverside Parkway, Suite 200 Lansdowne, VA 20176 Phone: 703-554-8734 Fax: 703-554-8735 Email: info@care-net.org This resource is designed for general informational/educational purposes and should not be relied upon as a substitute for the direct counsel or advice of any licensed professional, including but not limited to that of an attorney, professional counselor, accountant, therapist, psychiatrist, psychologist, or physician. Care Net is not responsible or liable for any claim, loss, or damage, of any kind, directly or indirectly resulting from use of or reliance on this resource and expressly disclaims all express or implied representations or warranties about the information, accuracy, relevance, timeliness, completeness, or appropriateness for any particular purpose of any kind, including without limitation any implied warranties of merchantability or fitness for a particular purpose. This guidance does not constitute the practice of law in any particular jurisdiction; no attorney-client relationship is established in connection with purchase or usage of this resource. Care Net recommends the sample forms and policies herein be reviewed by a local licensed attorney prior to implementation by your center. In no event shall Care Net be liable for any direct, indirect, special, punitive, incidental, exemplary, contractual or consequential damages, or any damages whatsoever of any kind, resulting from any loss. All scripture quotations, unless otherwise indicated, are taken from the Holy Bible, New International Version®, NIV®. Copyright ©1973, 1978, 1984, 2011 by Biblica, Inc.TM Used by permission of Zondervan. All rights reserved worldwide. www.zondervan.com The “NIV” and “New International Version” are trademarks registered in the United States Patent and Trademark Office by Biblica, Inc.TM
UNDERSTANDING CLIENT CARE | VOLUME II: Ongoing Client Support
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TABLE OF CONTENTS Acknowledgements About This Handbook Definitions Key to Sample Policies and Forms Chapter 1: Understanding Support Services Ongoing Client Services and Case Closure Policy Template Request for Support Services—New Client Form Support [Group/Services] Contact Authorization Form Conclusion of Client-Center Relationship Form Chapter 2: Understanding Nondiscrimination in Client Services Nondiscrimination in Client Services Policy Template Culture of Nondiscrimination Training Recommendations Chapter 3: Understanding Adoption Education Appropriate Adoption Language Adoption Education Policy Template Adoption-Related Services Disclaimer and Release Form Chapter 4: Understanding Parenting Education Parenting Education Topics Parenting Education Policy Template Chapter 5: Understanding Abortion Recovery Support Abortion Recovery Sample Organizational Chart Abortion Recovery Client Flowchart Preadmission Screening Issues for Abortion Recovery Clients Memorial Service Program Template Memorial Service Template Abortion Recovery Client Service Policy Template Abortion Regret Screening Worksheet Chapter 6: Understanding Sexual Risk Avoidance and Healthy Relationship Education Coaching for Sexual Health Sexual Risk Avoidance Client Education Policy Template Chapter 7: Understanding Group Classes Group Support Policy Template
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TABLE OF CONTENTS (continued) Outside Presenter Agreement Form Group Participation Agreement Form Group Intake Form Group Participation Conclusion Form Group Class Evaluation Form Chapter 8: Understanding Material Assistance Material Assistance Policy Template Incentive Program Educational Opportunities Schedule Template Material Assistance Inspection Verification Form Material Assistance Acceptance Form Material Assistance Distribution Form Sample Baby Shower Invitation Chapter 9: Understanding Mentoring Programs Checklist for Mentors Mentoring Policy Template Mentoring Participation Agreement Form Chapter 10: Understanding Off-Site Client Contact Considerations for Off-Site Client Contact Off-Site Client Contact Policy Template Client Transportation Policy Template Client Transportation Services Request Form Driver Agreement Form Approved Driver Roster and Trip Log Request for Off-Site Consultation Approval Form Virtual Meeting Consent Form External Contact Consent Form Chapter 11: Understanding Effective Case Management Case Management Flowchart Service Provider Surveys Goal Achievement Plan Form Case Management Support Form Client Record Retention Policy Template Chapter 12: Understanding Contacting Clients Sample Client Follow-Up Flowchart
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TABLE OF CONTENTS (continued) Unique Identifiers List Sample Text Messaging Conversations Client Communications Policy Template Chapter 13: Understanding Serving Minor Clients Serving Minor Clients Policy Template Chapter 14: Understanding Licensed Professional Counseling Services and Referrals LPC Organizational Flowchart Professional Counseling Policy Template Sample LPC Disclaimer Chapter 15: Understanding Other Auxiliary Services Chapter 16: Understanding Client Complaints Client Complaint Response Policy Template Client Concern Response Form Letter Chapter 17: Understanding Legal Conflicts with Clients Conflicts with Clients Policy Template Appendix Care Net Commitment of Care and Competence Care Net Standards of Affiliation Standards for Pregnancy Centers Providing Adoption Services Standards for Pregnancy Centers Regarding Adoption Referrals Protected Personal Information Chart Sexual Risk Avoidance Education: Efficacy and Resource Choice Care Net Commitment of Care and Competence Care Net Standards of Affiliation Standards for Pregnancy Centers Providing Adoption Services Standards for Pregnancy Centers Regarding Adoption Referrals Protected Personal Information Chart Sexual Risk Avoidance Education: Efficacy and Resource Choice
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PREORDER TODAY Product Release Late 2019