Department of Human Services
Division of Developmental Disabilities
ISSA Guidelines: Problem and Conflict Resolution
August 1, 2011
As part of the guidelines for Individual Service and Support Advocacy (ISSA) providers, the Department developed a section entitled Problem and Conflict Resolution: Addressing Issues, Solving Problems, Trouble-Shooting. This section has been revised to comply with expectations from the Centers for Medicare and Medicaid Services regarding time frames for addressing complaints. The revised section is attached, along with the Referral for Monitoring and/or Technical Assistance Tool and the Instructions for Completing the Tool.
Process and Procedure
This tool is to be used by the ISSAs in the performance of their activities as required by the Medicaid Waivers for individuals with developmental disabilities. The Division will track and analyze referrals received from the ISSAs per these instructions. The Division will monitor the ISSA's activities through these reports, identify additional remediation needs, and implement systemic changes when necessary.
This version of the Problem and Conflict Resolution section is now in use. It was provided to the ISSAs on June 24, 2011, and discussed with them via a conference call on June 27, 2011.