(a)

1. (1) Service quality and service delivery are monitored at three (3) levels.
2. (2) The Division of Aging, Adult, and Behavioral Health Services of the Department of Human Services monitors all of the area agencies on aging and a percentage of care recipients.
3. (3) Area agencies on aging monitor all of the contract providers and a percentage of their direct service workers.
4. (4) Subcontractors monitor all of their direct service workers and the services they provide.

(b)

1. (1) Comprehensive monitoring is essential to ensure that the highest quality, most appropriate services are delivered in a timely, cost-effective manner.

2. (2) Monitoring shall include:

   1. (A) Evaluation of client satisfaction;
   2. (B) Comparison of actual performance with performance standards; and
   3. (C) Data collection and verification.

(d) Area agencies on aging shall evaluate performance by:

1. (1) Comparing service timeframes with established standards for service provision to assess timeliness;
2. (2) Examining client records for gaps in service and frequency of changes in service schedules or in­home service workers;
3. (3) Examining records of client satisfaction;
4. (4) Interviewing, in person or by telephone, selected clients to verify satisfaction; and
5. (5) Written reports of performance evaluations shall be available for review by the division.

(e)

1. (1) All service providers shall evaluate client satisfaction in direct interviews with clients.
2. (2) Records of ongoing monitoring of client satisfaction must be included in individual client files.