Policies & Procedures Checklist -- User Services

Policies and Procedures Checklist

User Services


A.     Client Intake

ð       Qualifications for those conducting intake

ð       Written eligibility guidelines for service

ð       Intake process

o       In person

o       Telephone

o       Online

ð       Intake forms

ð       Referral policies and procedures

o       Current lists/resources

ð       Keeping/storing client information

o       Privacy Policy

o       Health Information Privacy Policy for Data Collection/Use of Information (HIPAA)

§         Share with clients (Intake forms/Contract for services)

ð       User packages


B.     Equipment Matching

ð       Appropriateness of equipment

ð       Medical referral required?

ð       Referring to outside professionals

ð       Qualifications for those matching

ð       Forms for evaluating and matching equipment

ð       Referral to vendors/products

ð       Waiver of liability


C.    Training (Staff, Volunteers, Contractors)

ð       Client intake

ð       Filing

ð       Forms/documentation

ð       Delivery/pickup of equipment

ð       Sanitization of equipment

ð       Matching

ð       Data collection

ð       Office policies and procedures


D.    Technical Assistance (for clients)

ð       Use of equipment

ð       Repair/troubleshoot equipment

ð       Adjust equipment

ð       Applying for benefits/services

ð       Checking equipment


E.     Delivery

ð       Who/How?

o       Pick up by customer

o       Delivered by employees

o       Delivered by volunteers

o       Delivered by contractors

ð       Insurance for transportation? Drivers?

ð       Driving organization’s vehicle or driving their own?

ð       Driving on business time?

ð       Dress code for delivery personnel

ð       Forms


F.     Follow Up

ð       Satisfaction survey

ð       Data collection

ð       Technical Assistance/setup

ð       Ease of use


G.    Web Site Operations

ð       Accessibility

o       all components

o       back pages

o       services offered

ð       Policies and procedures posted

o       accepted by members

o       outline permissible uses of the Web site

ð       Security measures

ð       Best practices/tips for consumers to help them navigate the process, ensure they are acquiring good equipment

ð       Exchange programs

o       Seller owns the equipment he/she is selling/donating

o       May want to ask if equipment purchased with VR or Medicaid funds

o       Disclaimers for each online exchange (if completed via Web site) releasing organization from any liability (effectiveness may vary depending on State laws)

o       Reporting system

§         Procedure to report sellers that fail to deliver as promised

§         Procedure to report illegal/inappropriate equipment that should not be available for exchange

§         Rating system for frequent sellers

o       “Buyer beware” warranty language before transaction is completed

o       Include waiver check box

ð       Data collection - Privacy policy that addresses use of information, and registration for use of online exchange

ð       Notice that program will report abuse

ð       Agreement to comply with use guidelines -- checkbox

ð       Verify that insurance policies cover these activities, or set aside money for claims



Please note that by selecting an Internet link you will be directed to an external site, and the Pass It On Center does not control the content of the site.



This work is supported under a five-year cooperative agreement # H235V060016 awarded by the U.S. Department of Education, Office of Special Education and Rehabilitative Services, and is administered by the Pass It On Center of the Georgia Department of Labor – Tools for Life.  However, the contents of this publication do not necessarily represent the policy or opinions of the Department of Education, or the Georgia Department of Labor, and you should not assume endorsements of this document by the Federal government or the Georgia Department of Labor.



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Other Information

Title: Policies & Procedures Checklist -- User Services
Module: User Services
Author: Jessica Brodey
Audience: Administrator
Sub Title:
Procedure: Policies and procedures manual
Organization Source: Pass It On Center
Last Reviewed: 11-30--0001 12:00 AM