Client Initiation and Departure Process

Client Initiation and Departure Process


Applicable standard or regulation: Chapter 26, 6.5 and 6.6

Scheduling Pro-Tip


Pro-tips sections in policy are not part of the policy. They are provided from years of collaboration between professionals.


When building your schedule take into consideration the time, location, type of service, etc. Two examples are provided for your consideration below.


Geographic area:

You may be willing to travel in a wide geographic circle but rather than offering clients an open schedule… on Mondays you are in Aurora, Tuesdays Parker, Wednesdays Broomfield, etc. In this way you will be able to reduce your drive time and provide services with less time between sessions.


Service type:

You will have clients with varying needs. Create a schedule that leaves you feeling ready for your next session and ready for your personal time at the end of the day. For example, if you work with clients who you are running around with all session perhaps you schedule them at the end of the day when you can rest afterwards or if you have a client who really enjoys repeated conversations and it takes a lot of focus to do this over and over then the next client may be a more relaxed laid back client.



Start of Policy


Summary of Steps:


  1. Agency sent out response to referral and waits on client to respond
  2. Clients responds (does not always happen)
  3. Provider meet and greets with client
  4. If a good match is agreed upon between client and provider service plan is requested based on details provider gives
  5. Client completes intake
  6. Service plan is received
  7. Services begin



Referrals may come from a number of sources, read them carefully in order to determine if the client's referral is one that you can care for. The referrals you receive will be based on the information you provide regarding your business philosophy, location, service type, and availability.


Referral Guidelines:

  • Responses must be within timeline, in your response include the schedule you are offering the client. For example: a client is seeking three hours a week of personal care. You respond, yes, I would like to meet with this client. I have sessions open on Tuesday and Wednesday from 10am till 1130am or Friday from 3pm to 6pm.
  • Respond ONLY to services that you are able and willing to provide. Each referral only receives a response from us if a provider has picked it up. By responding to referrals and then withdrawing interest creates a hardship and impacts the well-being of client.
  • Remember that as you respond to referrals and meet clients at some point your schedule will become full and you won't be able to accommodate a request. Be honest about this, with us and with your client. It is better to say, "My schedule cannot accommodate your request, let's see if anyone else is available or if not, then we will reach out to your case manager."
  • This is different than the second scenario, the second scenario is a provider not being diligent whereas the third scenario is reflective of as we build our caseloads schedules naturally become full to the point where every request can no longer be accommodated.


Each client paired with a potential provider will receive the following response:

Services we are interested in providing:

The name our agency is: Angels Service LLC

Please contact us regarding this RFP: 720-256-8875

My email is:

-Our website is: Please explore if you would like to know more before calling or emailing. We are a company founded by a mother of a recipient of services with a special philosophy.

Notes: _________ would be interested in providing the services you have requested. The openings they have currently are ________________. If you would like to interview with them please reach out as soon as you can as appointments to fill up rather quickly. Please make sure to have your potential providers name and your referral number / title. Take care and look forward to the possibility of working with you. :)


Keep in mind at each step of the process the following must

  • Providers acknowledge that they have reviewed all information available for the client. They acknowledge that they are competent to provide care or have created an action plan (which will be in the file) with the family in order to pursue additional training in order to gain competency. Providers acknowledge that they understand that they care contractual obligated to be honest regarding their expertise and only to accept clients that they can care for.
  • It is understood that a provider may be required to decline a client after accepting a referral because of information gleaned from the meet and greet as referrals only contain basic information.
  • It is understood that everyone is devoted not just to the ethical paring of skill set and need but also to the "just right" fit as a whole. This means that everyone on a team needs to mesh well. If the fit is not right, please keep notes on what went well and what did not so that we have information to try and see a better pairing with another provider.



  • There are three types of referrals
  • Direct referral such as someone called us because they know a client or heard about us somewhere. Direct referrals process more quickly due to the direct contact nature. Referrals
  • Referral systems, different agencies have different referral systems, they will look different but in general include a brief outline of the client and what the needs are. We do not have any more information than what is on the referral
  • Private pay referral, at times we receive private pay referrals. In order to stay aligned with our philosophy we do not work with private pay clients. This prevents


  • Client Initiation Checklist
  • Receive the referral and if appropriate, respond
  • Receive contact information for client
  • If direct referral, contact information will be provided within 48 hours of positive response
  • If indirect referral, we must wait for client to reach out to us, this may happen within a few days, several weeks, or not at all. We are unable to follow up on indirect referrals.
  • Reach out to the client within 48 hours of receiving contact information to schedule meet and greet. UPDATE administration so that client file can be updated
  • Report results of meet and greet to administration, in order to update client file administration needs the following information.
  • Schedule for services
  • When will you provide services, days and times
  • How many hours each week / month, etc. do you and the client want to work together for each service type.
  • Example: 1 hour of massage twice a month
  • Example: 3 hours per month of respite and 3 hours per month of enhanced homemaking
  • Tentative treatment plan including action goals
  • Requested start date
  • Administration will send your request to the appropriate authorizing agent
  • If you don't here from administration follow up a week later
  • During this time a core member will complete an intake and service agreement with client
  • Authorizing agent will sent a service plan with authorized services. THEY MAY NOT AUTHORIZE THE EXACT REQUEST
  • After service is authorized you will receive a notice and the plan in the clients file will be updated. Review the plan in order to see what exactly has been authorized.
  • At this time the client will have data sheet connected to them and you in Therap, prior to this point there will be no data sheet
  • Schedule your clients sessions and begin submitting data.
  • ******In some cases, a client may come with a service authorization. If this is the case the first session and meet and greet session will be combined. If this is the case you will be updated.



Plan / Documentation Required from Provider



Each client will have an ISP, an individual service plan that is designed by CCB, Community Center Board, Client, Family, and Provider. In general plan start off very simply and then during initial sessions a more detailed treatment plan will be developed. The detailed treatment plan will be a result of both input from the client and the provider.


It is required that as details are added to the plan between client and provider that the provider update via scomm the appropriate administration in order to the client's ISP to be updated.


Required Information for Plan:

  • When will you provide services, days and times
  • Include information regarding flexibility agreements if present, such as we will start between 1pm and 1:15pm. If this in place, service alteration alerts would not need to be sent unless the provider would be there at 1:20pm or later.
  • Treatment plan
  • What specific goals are you working towards, the action plans.
  • Any special notes


Departure Process



Discharge due to incident:


If the discharge is essential to protect the well-being of the contractor case management will be notified for all clients and if receiving Home Health Care Agency License B services CDHPE will be notified within 24 hours.


If a client is discharged who requires and desires the continuous of paid services and there are no known transfer arrangements the agency will notify the case manager and if receiving Home Health Care Agency License B services CDHPE will be notified within 24 hours.


We will offer assistance and provide due diligence in the transfer process.


There are three versions that may initiate a departure:

1: Provider Unavailable

2: Unable to Serve

3: Client Request


Clients will receive the following options:


Be on our waitlist and we will continue to seek a provider for your case manager sends out referrals

Depart ways and just have your case manager send our referrals

Depart ways and have your case manager NOT a referral



It is the goal and expectation that all clients be give a 15 day notice with a series of session options when services are no longer available when safety concerns or provider emergency is not the reason for departure.