4.07 SCL – Coverage Procedures/Preferred Staffing

Open Door is responsible to provide staffing according to the individual’s service plan and authorization of services.  This requires constant monitoring and availability of scheduling staff to find coverage 24 hours per day/7 days per week. 

The process for pre-scheduling at waiver locations is listed below:

• The Accounting department must review any new authorization and staffing plan provided by the County Board.  This staffing plan must be entered into master schedule template for the location.
• The Residential Scheduling Coordinator assigned to pre-scheduling is responsible to reflect any staff changes, requests for time off, or individual appointment/event needs on Master Schedules in Advisor weekly. 
• A needs list is developed which outlines the “open shifts” from staff changes, requests for time off, or changes in individual needs. Staff then pick up shifts from needs list weekly via SLING electronically with approval from the Scheduling Coordinator.

Once the schedule and needs list is filled:

• All schedules are posted in Advisor Anywhere where all staff can view schedules through the app at any time.
• All staff must notify scheduling phone of any call-offs or other scheduling changes.

The scheduling phone personnel use the following procedures to find coverage:

• Review preferred staffing list, review “Do Not Return” list, any special training needs of the location FIRST
• Staff are then contacted that are considered preferred FIRST: part-time, those not working 40 hours yet, and then the regular staff are offered overtime.
• If no one on preferred or regular staffing lists are available, all staff trained for this location and working for Open Door will be called to inquire about covering shift.
• Any pulls of staff to another location, must be pre-approved by Program Supervisor and logged. 
• As a last resort, the Program Coordinator or another administrative staff may have to fill the shift. 

If changes are needed in an individual’s schedule/authorization, the Program Coordinator is responsible for requesting an addendum to address needs, changes, and provides proper documentation to support the increased need for staffing. The Medicaid Revenue Coordinator must approve any additional staffing and is the only one permitted to sign agreement pages for authorizations to change staffing plans.

Preferred Staffing

Preferred Staffing recognizes an individual’s right to express preferences about who provides their services. These preferences will be considered, whenever reasonably possible, throughout recruitment, hiring, orientation, training, scheduling, and ongoing staff assignments.

The individual receiving services is at the center of the staffing relationship. Open Door recognizes that meaningful person-centered practice includes meaningful participation in determining who provides support, as well as what services are provided and how they are delivered.

The organization strives to create staffing relationships that promote dignity, respect, compatibility, safety, stability, and positive service outcomes.

Policy Statement

Open Door will provide individuals with meaningful opportunities to participate in staffing decisions. Individual preferences will be considered when positions become available, when new individuals begin services, during recruitment and orientation, and through ongoing evaluation of staff compatibility.

The organization will make reasonable efforts to match individuals with staff who are compatible with their preferences, needs, interests, communication styles, culture, and support requirements.

Key Aspects of Preferred Staffing

1. Person-Centered Matching

Individuals supported will have a direct voice in identifying and selecting staff who are compatible with their personal, cultural, social, functional, and support needs.

Preferences may include:

Personal interests and hobbies.

Preferred community activities.

Communication or interaction style.

Cultural or personal considerations.

Required experience, skills, or competencies.

Comfort with pets or animals.

Geographic considerations.

Other preferences identified by the individual.

2. Empowerment and Autonomy

Staffing choice is an extension of an individual’s right to make decisions about their life and services. Open Door recognizes that person-centered choice includes not only what services are provided and how they are delivered, but also who provides those services.

Individuals will be supported to communicate their preferences using methods appropriate to their communication style and needs.

3. Exemplary Conformance

Open Door seeks to exceed minimum requirements by incorporating individual preferences into its human resources and service-delivery practices. Preferred Staffing supports an inclusive, responsive, and individualized staffing model.

4. Staff Stability and Organizational Culture

Preferred Staffing supports positive relationships, staff stability, effective recruitment, and a strong organizational culture by aligning staffing and competency expectations with the preferences and needs of the individuals served.

Procedures

1. Identification of Staffing Preferences

• When a position becomes available at a service location, identified staffing preferences will be provided to Human Resources.
• Appropriate preferences may be incorporated into the position posting and recruitment process to help identify applicants who are likely to be a good match.
• Individual preferences will be considered in accordance with applicable employment laws and organizational nondiscrimination requirements.

2. New Individuals Beginning Services

• When an individual begins services, staff will obtain information regarding their preferences for support staff.
• When possible, a meet-and-greet will be arranged with the individual and family/guardian, as applicable. The individual will have an opportunity to meet staff who may potentially work in the home or service setting and provide input regarding preferred staff.

3. Recruitment and Hiring

• Human Resources will consider identified staffing preferences when reviewing and interviewing applicants.
• The individual’s input will be considered along with the applicant’s qualifications, experience, competencies, availability, organizational requirements, and applicable employment laws.

4. New Hire Introduction

• During the initial training process, Human Resources will notify the applicable home/service location of the new employee.

• Whenever possible, the notification will include:

Employee name and photograph.

Anticipated start date or timeframe.

A brief introduction or description of the employee.

Other appropriate information to help the individual and existing staff become familiar with the new employee.

Notification should occur before the employee begins working independently at the location.

5. Shadowing, Training, and Conditional Placement

• New employees will complete required orientation and training and will shadow or train in the home or service setting as appropriate.
• During this period, the employee may be placed on the schedule conditionally while the organization evaluates their performance, competency, and compatibility with the individual supported.

6. Thirty-Day Preferred Staffing Review

Approximately 30 days after placement, the Training Coordinator will obtain feedback from the individual supported using the Preferred Staffing Questionnaire.

The individual will be supported to communicate their preferences using the method most effective for them, including verbal communication, written communication, pictures, communication devices, gestures, or other individualized methods.

Family members, guardians, or other members of the support team may assist with communication when appropriate; however, the individual’s preferences remain the primary consideration.

7. Preferred Staffing Review Outcomes

The Preferred Staffing Questionnaire will identify one of the following outcomes:

A. Approved for Permanent Regular Schedule — YES

The individual approves the employee as a regular, permanent staff member.

Action: No additional follow-up is required unless otherwise indicated.

B. Approved With Additional Training

The individual approves the employee to continue working but identifies a need for additional training or support.

Action: The questionnaire will be forwarded to the Program Supervisor to coordinate the identified training.

C. Approved for Backup Staffing Only

The individual does not want the employee on their regular staffing team but approves the employee as a backup staff member.

Action: The questionnaire will be forwarded to Scheduling to update the backup staffing list and electronic scheduling system.

D. Do Not Return-NO

The individual does not want the employee to provide services at the location under any circumstances.

Action: Social Services will follow up with the individual and process the appropriate Do Not Return procedures.

All decisions will be documented and communicated to the appropriate departments.

8. Questionnaire Distribution

• Completed Preferred Staffing Questionnaires will be maintained electronically and routed, as applicable, to Social Services, supervisory staff, Training, and Scheduling.
• Information will be shared only with individuals who have a legitimate need to know and in accordance with confidentiality requirements.

9. Backup Staffing

Scheduling is responsible for maintaining current backup staffing lists and updating the electronic scheduling system to reflect individual staffing preferences.

Scheduling will periodically review staffing information to ensure it remains current.

10. Do Not Return List

Social Services is responsible for maintaining the Do Not Return List and notifying appropriate teams when an individual has requested that a staff member not return to their location.

Open Door will take reasonable steps to prevent a staff member identified as Do Not Return from being inadvertently scheduled at that location.

11. Ongoing Staffing Feedback and Grievances

Preferred Staffing is an ongoing process. Individuals supported, staff, family members, and guardians may express concerns regarding staffing compatibility, performance, communication, or other staffing-related issues at any time.

Concerns may be submitted through the organization’s online grievance/complaint process or other established reporting methods.

Social Services will follow up on grievances in accordance with the organization’s Grievance/Complaint Policy. Concerns may result in additional training, supervision, reassignment, investigation, or other appropriate action.

12. Communication and Accessibility

Open Door will provide reasonable support to ensure individuals can meaningfully participate in Preferred Staffing decisions regardless of communication style or support needs.

Staff will use individualized communication methods, including visual supports, pictures, simplified language, communication devices, demonstrations, or other effective methods.

An individual’s inability to communicate through traditional verbal methods will not be interpreted as an absence of preference.

13. Monitoring and Quality Improvement

Open Door will periodically review the Preferred Staffing process to evaluate its effectiveness in promoting individual choice, staffing stability, staff competency, and positive service outcomes.

Staffing feedback, grievances, turnover, training needs, and individual satisfaction may be reviewed to identify opportunities for improvement.

Signed by:

Rebecca Sharp Porter
Chief Executive Director

Last Revised: 8/31/2026