605—11.28(29C) Standards and policies.

1. 11.28(1)  Access. The contracted entity shall provide clients with ease of access to disaster case advocacy services.

2. 11.28(2)  Confidentiality and duplications of benefits.

   1. a. The contracted entity shall have policies and procedures to meet requirements regarding maintaining confidentiality set forth by the department.
   2. b. The contracted entity shall develop memorandums of agreement, memorandums of understanding, and release of information that will allow coordinated case advocacy and services and prevent the duplication of benefits.
3. 11.28(3)  Engagement. The case advocate shall create a sustainable, trusting partnership with the client.
4. 11.28(4)  Screening. The case advocate shall perform screening to determine eligibility and disaster-related unmet needs.

5. 11.28(5)  Intake and assessment. The case advocate shall perform intake and assessment procedures to triage disaster-related needs of eligible households.

   1. a. A case advocate shall conduct an assessment specifically seeking targeted information to identify a client’s disaster-related needs.
   2. b. An assessment should focus on planning for recovery and meeting recovery goals.
   3. c. An assessment should be conducted in person, when feasible, and should follow all standards for confidentiality and engagement.

6. 11.28(6)  Recovery planning.

   1. a. A recovery plan should outline tasks for both the client and case advocate based on an assessment and documentation of needed services.
   2. b. The plan should identify priority needs and connect the client with resources, establish benchmarks and goals to measure progress toward recovery, and outline a case closure procedure.
   3. c. The plan should be a joint effort between the case advocate and the client.
   4. d. The case advocate should explain the available options, the resource and recovery alternatives, and the support services offered by the case advocate.
7. 11.28(7)  Action and advocacy. The case advocate role in recovery includes providing, referring or arranging for needed services and resources; verifying unmet needs, completing documentation and checking duplication of benefits; and actively advocating for the client through presentation, participation in recovery groups and interface with government and nongovernment resource providers.
8. 11.28(8)  Monitoring. Monitoring the services allows the case advocate to keep documents up to date, to determine if the chosen resources are providing the services needed, and to evaluate whether adjustments are needed.

9. 11.28(9)  Closure.

   1. a. Closure procedures should be outlined in the recovery plan and the roles and responsibilities of the client and case advocate clearly defined.
   2. b. Case closure acknowledges the recovery goals achieved, recognizes the progress made toward unmet goals, and identifies needed resources to continue progress.

[ARC 0073D, IAB 2/18/26, effective 3/25/26]