MNK Onboarding Manual

EMPLOYEE ONBOARDING MANUAL

Getting Started

Welcome to MNK Community Resources. Our goal as an agency is to provide programs that enhance the strengths of each person, family, and community with whom we work. We strive to have each community we serve to see our program as an asset. We work hard to ensure that we provide an essential service to our community in ways that meets their needs and that is easily accessible.

This Onboarding Manual will acquaint you with the company that includes our mission, values and other information. You will also learn some of the basic policies surrounding time-off, benefits, and more.

Our Founding

MNK has provided services for more than 3 years. As a community member and leaderMark Karcher has seen first hand the importance of addressing our behavioral health and saw the need to create a program that could provide both mental health and substance use disorder treatment.

Our Philosophy & Promise to Our Staff

MNK Community Resources is a licensed and accredited community behavioral health organization providing behavioral health services aimed at improving the quality of life for adults and adolescents. Our programs include psychiatric rehabilitation services (PRP), substance abuse treatment (OP, IOP and PHP) and DWI/DUI education.

During your first 30 days as you get acclimated to your new role you receive a great deal of training. This is so that you feel supported and develop practical skills and competencies, not just textbook information. Please do not hesitate to ask us if you have any questions.

Important Points:

There will be time for questions and active participation during today’s meeting

Please submit questions or comments throughout the workshop via chat or raise your Zoom hand.

If you are experiencing technical difficulties, please chat the host

We encourage you to turn on your camera throughout the meeting to promote engagement and create a sense of community

Welcome to the team.

Training Objectives

In this training you will get direction on the following items or requirements:

Complete Required Paperwork

Discuss Program Processes & Workforce Environment Policies

Discuss CARF Process & Your Responsibility

Collect the following items:

Application and New Employee Packet

Driver’s License or ID

Copy of liability insurance (for clinical staff)

Signed Employee Agreements

Learn about important policy & procedures.

Prior to Your Start Date:

Prior to your date of hire, new employees are responsible for submitting required documents to complete their Personnel file.

Many of these documents are required by Federal/State law, CARF or state regulations.

Your employment is contingent upon receipt of these documents.

Must be Completed within 30-days

Incomplete Files: After 30 days employees will be place on unpaid leave until all required documents are completed.

4 training modules are required within thirty days of hire date.

Tutorials will be available for viewing within 2 days of your date of hire

Our Services

We currently provide the following services:

MNK Community Resources is licensed by the State of Maryland Department of Health Behavioral Health Administration and Accredited by Commission on Accreditation of Rehabilitation Facilities (CARF). Our CARF accreditation is specific to:

Psychiatric Rehabilitation Program for Adults (PRP-A)

Psychiatric Rehabilitation Program for Minors (PRP-M)

Outpatient Treatment: Substance Use Disorders/Addictions for Adults (OP)

Intensive Outpatient Treatment: Substance Use Disorders/Addictions for Adults (IOP)

Partial Hospitalization: Substance Use Disorders/Addictions for Adults (PHP)

Our licensing also includes:

Early Intervention: Substance Use Disorders/Addictions for Adults

DWI/DUI Education

MNK Core Values:

Caring: We care about those we serve and advocate on their behalf. We assume the best about people and listen so that we can learn.

Enthusiastic: We enthusiastically address problems and seek creative solutions.

Respectful: We respect each other and value ethical business practices.

Focused: We focus on our mission.

Thrifty: We are careful with scarce resources. Little things matter and nickels add up.

Accountable: We are personally accountable for our actions and collaborate to get results.

Feedback: We strive to improve the organization and achieve meaningful change through feedback and coaching. Feedback is a gift.

Pathways: We are one organization. We are a team.

Leadership:

Mark Karcher, Executive Director

Nikesha Karcher, Chief Operating Officer

What You Need To Know

Program Policies

During the first 15-20 days you will be given information needed to perform your job. This includes:

An overview of our service philosophy, culture,

Mission,VisionandValues

Review of organizational structure and introduction to the behavioral health model utilized within the organization and a discussion of organizational training opportunities. Other topicscoveredinthetraininginclude:

Telephone and computer systems

overview/training

Benefits review and completion of new hire paperwork

InitialSafetyAwarenesstraining

Review of initial training needed before providing services to clients for all clinical staff in all clinical/behavioralhealthprograms

Tourfacilities

AdditionalInformationIncludes:

Introductiontoournewprogram

Standardsofconductandperformance

Compensation(paydays,salaryincreases)

Marketingandpromotionpolicies

Safetyandsecurityguidelines

Complaintprocedures

Parkingandtransportationinformation

Generalinformation(banking,restaurants,etc.)

What You Need To Know

Program Policies

Also covered are policies that reflect program values pertaining to:

Nondiscrimination

DressCode

Sexual harassment prevention and resolution

Drugandalcoholpolicyforemployees

Workandfamily

Notoleranceofworkplaceviolence

Discuss safety and security/emergency conditions and response, such as: a. Fire, disaster preparedness, emergency/ bomb threatprocedures

Accident injury procedures and how to completeaincidentreport

Emergencyphonenumbers

Inclementweatherpolicy

Universal precautions and HAZMAT (if applicable)

EmployeeRelationsandConduct

TeamworkSocializing

TelephoneService

CommunicationConduct

Harassment

What You Need To Know

Program Policies

IMPORTANT ADMINISTRATIVE POLICIES

Establish hours, including lunch and attendance expectations

Email policy

Telework Policy

Community Visit Safety Policies

Telephone usage (How to & keeping your personal phone number private)

Professional conduct and our Code of Ethics

Miscellaneous

Discuss Staff Meeting Requirements that includes: Weekly check-in with supervisor (date and time).

Biweekly team meetings (date and time)

EMPLOYEE AGREEMENTS:

During the first week we will also go over our "Employee Agreements". These agreements are meant to provide valuable information to our employees on a range of topics that include:

Paperwork deadlines

Our weapons and contraband policy

Understanding your responsibilities to disclose certain information

Ensuring that you understand your responsibilities to maintain confidentiality of client information

Understanding risks related to communicable diseases

Our responsibility to ensure that no employees have been excluded to participate in Medicaid funding once hired.

The importance of TB testing and Hepatitis B vaccination

Covid-Testing

Other Communicable Disease Testing

It will be important that you read all information provided to you during your first 30 Days. During that time we will continue to have weekly check-in for verbal progress reports on how well you’re adjusting to the position as well as, reviewing any issues or topics that you feel would be helpful. During this time, we will be discussing your training progress and inquire what you may need at this time to perform your job in the most efficient way. Feedback during this time will be crucial to your development within the agency. It is the leaderships job to ensure that you are adequately prepared. You will:

Set goals with the supervisors input (beginning of this process)

Review 1st 20-days

Introduce new clients and review your case load

Set goals for next 30 days

Continue training as needed

At the end of 60 days, we will revisit goals and get feedback from you about how the job is going and any issues or challenges they are experiencing.

What You Need To Know:

Employee Forms & Contractor Agreements

Employment Forms that must be completed. These include:

Employee Application/Verification form

I-9 http://www.uscis.gov/files/form/i-9.pdf

W-4 http://www.irs.gov/pub/irs-pdf/fw4.pdf OR Independent Contractor Agreement

Maryland State Income Tax Withholding Form (when applicable).

Child Protective Services Background Check Form

Criminal Background Check (State and Federal)

Signed Non-Disclosure & Confidentiality Agreement

Signed Employee Handbook Acknowledgement

Signed Job Description

Disclosure for Medicaid/Medicare Fraud

A copy of your driving record

Employee Agreements Include:

HIPAA and Client Confidentiality

Ethical Code of Conduct

Corporate Responsibility

Paperwork Requirements

Social Media

Sexual Harassment

Criminal Background Declarations

Health & Safety Declarations (Covid Vaccine, Hepatitis B and Flu)

Prohibition of Sexual Harrassment & Workplace Violence

If you are an independent contractor

Signed final IC agreement

IRS W‐9 form

All documentation provided by independent contractors (licenses, proof of insurance, etc.)

All invoices the IC submits for billing purposes

Copies of all 1099 forms you file.

Please remember that if you are deemed an independent contractor the organization is not responsible for withholding state/federal income tax or social security from any amounts owed to Maryland or the IRS. Please be advised that we will issue an IRS 1099 form at the end of the year, reporting all amounts paid to the contractor.

What You Need To Know:

Important Information

MNK wants to ensure that our staff is supported in ocour team will be following this slide template in our future meetings allowing participants to easily recognize MNK materials. If you have any accessibility needs, please advise by contacting the Office Manager or Chief Operating Officer.

Staff Meetings:

As a new employee, you will spend a lot of time getting to know and understand your new environment and building new and evolving relationships. As a new employee, your participation and attendance in these core meetings will be helpful. They will aid in:

Becoming a highly successful employee of MNK and establish a presence in the organization as a new employee.

Becoming a highly functioning member of our team and gain deeper understanding of the mission/goals of our organization and the community we serve. With that objective in mind, we have identified a list (see below) of core meetings, critical events, and training opportunities for you to attend in the first 90 days.

Review of HR Employee Handbook

Our HR Employee Handbook has valuable and important information you need from your benefits to employee code of conduct. Please take ample time to review. Please feel free to direct your questions to your supervisor. Please sign the Employee Acknowledgement Form after you have received and reviewed the HR Employee Handbook and provide the signed form to your supervisor.

Injury or Incident Reports

Work-related Injury: If you get injured while you are on duty, please contact your direct supervisor immediately. If your immediate supervisor is not available, please contact the Executive Director immediately. No matter how minor an on-the-job injury may appear, it is imperative that you report it to your direct supervisor immediately.

Time Management:

What You Need To Know:

Important Information

“Time is really the only capital that any human being has, and the only thing that one can’t afford to lose” – Thomas Edison

Time management is the key to success at your new job! Here are some useful tips to manage your time more effectively:

Pre-plan the day and make a to-do list: Spend at least a few minutes at the start of each day for planning to schedule your day and prioritize the list

Set goals: Without setting your goals correctly, it is impossible to focus on a plan to achieve them. That is why goal setting is so vital to time management and developing focus!

Utilize your outlook calendar effectively: This is a very useful tool for time management. Make it work for you!

Batch similar tasks: Cut down on time you waste transitioning between tasks by doing similar things at the same time (like replaying to emails)

Turn some tasks into habits: Make things easier by turning work tasks into a regular routine

Delegate and share duties if possible: There are things you must do and then there are other tasks you can easily hand off or share to give you the time to do what must be done (especially for the managers)

Use clear communications: If you can’t express what you need, and listen to others as they respond, you are going to face unnecessary obstacles

Block out time on your calendar for specific tasks: This will hold you accountable; help you avoid procrastinating and make you take tasks seriously.

Set boundaries and learn to say “no”: If you have limited time, you need to set boundaries and to say “no” to focus on your given tasks; however, flexibility is important, so check-in with your supervisor if you feel saying no may not be in the best interest of the company

Do your work: At least 75% of your working day should actually be spent working through the tasks you have set yourself for the day. Do not spend all day planning and end up running out of time to actually do the work you need to do!

Write tomorrow’s to-do list: Do this at the end of the working day so that you can start afresh in the morning. This will also help your mind and your body “go home” and “switch off” together

What You Need To Know:

Legal Requirements

MNK  is governed under COMAR- The Code of Maryland Regulations, often referred to as COMAR.

This is the official compilation of all administrative regulations issued by agencies of the state of Maryland. COMAR 10.63, and 10.21 are the key regulations that govern our organization.

Staff should become acquainted with these regulations. You can find COMAR regulations here: http://www.dsd.state.md.us/COMAR/subtitle_chapters/10_Ch apters.aspx#Subtitle63

As a CARF accredited organization MNK must provide reports from legal actions, regulatory agencies, or contractual relationships during each CARF Survey.

Workforce Environement:

Equal Employment Opportunity

Prohibition of Harassment

Whistleblower Protection

Corporate Compliance and a Retaliation Free Workforce****

Weapons Free Facility

Tobacco Free Facility

No Contraband Policy

Solicitation- there is no solicitation allowed on program property. This includes multi-level marketing schemes

Cell Phone and Work Productivity- cell phones are allowed but should be used at a minimum and never while providing services

Getting Acclimated:

First Month is seen as a learning curve, we are aware that you need to be acclimated to the organization

After 2nd month (1st time warning/discussion during supervision to see how to help stay on track

2nd attempt writing warning that premium paid by agency towards benefits will be at risk of ended

3rd PIP and premiums to be deducted from employee check.)

New hires must begin to accrue on date of hire, but may be required to wait until the 106th day of employment to use sick and safe leave.

What You Need To Know: Workforce

Environement:

Consumption/distribution while working or unlawful manufacture, dispensing, distribution, possession or use of illegal or controlled substance is PROHIBITED.

Consumption, use, possession or being under the influence of an alcoholic beverage; being present on our premises or while performing work for MNK when alcohol consumption is detectable, regardless of when and/or where the use occurred.

Possession or use of Medical cannabis is prohibited while on program premises.

Violation of policy will result in disciplinary action, up to and including termination and referral for prosecution.

All non-exempt Employees are required to record the time that they begin and end their work period, as well as the beginning and ending time of each meal period.

Non-exempt Employees also must record their time whenever they leave the worksite for any reason other than on company business.

Any exceptions must be approved by Management.

Falsifying or altering your own or another Employee’s time record is not permissible and is subject to disciplinary action up to and including the termination of employment.

Time Off Requests & Recognized Holidays:

Employees may request time-off for a myriad of reasons. These include but are not limited to: Jury Duty

Educational Leave

Bereavement

Military Leave

Personal Leave of Absence Leave Without Pay

Please complete the leave slip when you need to take time off.

Recognized Holidays:

New Year's Day (January 1)

Martin Luther King (January 19)

Juneteenth (June 19th)

Independence Day (July 4)

Memorial Day (Last Monday in May)

Labor Day (First Monday in September)

Thanksgiving Day (Fourth Thursday of November)

Christmas Day (December 25)

What You Need To Know: Expectations of Staff

Answer emails/calls within 48hrs

All counselors and Residential Aides should have Google voice or business number to separate from personal and business calls. (Once you answer you must handle whatever the client is requiring)

If you are planning a vacation, please report that within 2 weeks if this will interfere with contacting/providing services to the client

It is mandatory to ask a peer to cover your caseload/shift in the event of an emergency.

If a peer (co-worker) agrees can speak with a supervisor for alternatives AND so that supervisor will be aware when to expect emails to be answered

Contact clients within 24 hours of receiving cases

Addiction Counselors can expect to have 25 clients on their case load

Counselors are expected to complete the initial and annual assessments, Treatment Plan, Transition Plan and Provider Collaboration Notes.

Notes must be submitted within 48 hrs. -if late you must get approval from supervisor to ensure the billing team is notified.

Discharging Clients

For noncompliant clients Counselors are required to do the following:

There must be documented evidence that the assiged staff have made attempts to speak with the client/patient related to keeping their appointments.

After 3 attempts – After 30 days of attempting contact, staff should inform their supervisor and a letter will be sent.

The no response discharge process begins and will be discussed during supervision.

An “Outreach Letter” should be sent via email or mail(stamps can be provided by office).

The letter should be saved in the clients file to show the outreach and discharge process to our accreditation and state regulators.

What You Need To Know: Bonuses

MNK provides a range of bonuses to our staff

Spot Bonus- given at any time to recognize the good work of staff

Project Bonus- given when staff work on projects within the organization

Merit/Performance Based Bonus- given when staff meets certain benchmarks

Referral Bonus- for employees who refer someone, and they stay with the organization for at least 60 days

Witnessing Documents:

Witnessing of Documents (OUR POLICY STATES WE ARE NOT ALLOWED TO WITNESS ANY DOCUMENTS EXTERNAL DOCUMENTS BUT WE ARE PERMITTED TO SIGN OUR INTERNAL DOCUMENTS LIKE OUR CONSENT PACKET OR ADVANCE DIRECTIVES)

Business Practices – we maintain a corporate compliance policy that outlines ethical business practices.

Marketing Practices – we only market the program in terms of our scope of practice. All marketing must be approved by the leadership team

Potential Conflicts of Interest- employees are expected to disclose all conflicts of interest

Coding, Billing, and Accounting- billing reviews are conducted quarterly. We are looking to ensure that there is no waste, fraud or abuse

Exchange of Gifts, Money & Gratuities:

Exchanges of Gifts, Money and Gratuities- staff should not take any gift over $15.00. Food, beverages etc. are ok to accept, particularly in some cultures

Solicitation, Distribution and Personal Fund Raising- personal fundraising is prohibited

Personal Property- you are responsible for all items brought onto program premises.

Discipline and Mandatory Sanctions- may occur when MNK ethical code of conduct has been violated

Employees & Contractors are strictly prohibited to access records of anyone who they do not have to access in the course of their work. In addition, this access should be limited to the work that is required to be done on behalf of the client. At no time should staff access their own record or the records of family, friends, neighbors, and/or co-workers without following the appropriate procedures, including obtaining releases if applicable.

OUR ETHICAL CODE OF CONDUCT

Business Practices: Staff must protect the confidentiality of all information obtained in the course of providing services except for compelling professional reasons. Staff must protect the confidentiality of deceased members, previous members, or staff consistent with the preceding standards.

Discrimination and Harassment Prohibited-MNK staff will not discriminate or harass any member, member’s family members, perspective member, staff, or prospective staff on the basis of race, ethnicity, gender, sex, sexual orientation, transgender identity, genetic information, age, religion, national origin, disability, marital status, veteran status, or any protected status under the law. Discrimination and harassment, including sexual, is unacceptable and will not be tolerated.

Marketing: MNK will conduct marketing practices in an honest and factual manner. Marketing materials and practices will in no way mislead the public or misrepresent the agency’s services, providers, contracts, or capabilities.

Human Resources & Corporate Compliance: If management or staff is concerned whether the standards are being met or are aware of violations of the Code, staff will be instructed to speak directly with the Executive Director. The ED is solely responsible for the exercise of substantial discretion when acting within the scope of their authority.

Use of Company Resources: MNK resources, including time, material, equipment, and information, are provided for company business use. Nonetheless, occasional personal use is permissible if it does not affect job performance or cause a disruption to the workplace. Employees and those who represent MNK are trusted to behave responsibly and use good judgment to conserve company resources.

Contracts & Contractual Agreements/Relationships: The Executive Director will review and approve proposed contracts. Consideration is made regarding in-house capabilities to accomplish services before contracting for them.

Bribes, Kickbacks, or similar Payoffs and Benefits-MNK prohibits bribes, kickbacks or similar payoffs and benefits paid to suppliers, clients, members, or others.

Conflicts of Interest: Persons served will not be hired or allowed to engage in a business relationship with MNK while they are an active participant in the program.

Social Media: Staff should avoid posting items that could reflect negatively on MNK and or persons served. Comments or other post containing profanity, off color or sexual humor, drug, or alcohol use and/or other inappropriate conduct is prohibited. The use of ethnic slurs, personal insults, or other obscenities that is not otherwise acceptable in the workplace is not acceptable on-line.

Service Delivery: All employees, contractors and volunteers will adhere to all professional codes of conduct and ethical standards for specified professional discipline as well as any other professional certification or job description.

Exchange of Gifts Money & Gratuities: Employees will not accept gifts, money or gratuities from a client, family member, or stakeholder, and cannot accept personal favors or benefits that may be reasonably construed as influencing their conduct or creating an imbalance of power.

Solicitation & Personal Fundraising: Employees will not solicit persons served for personal causes including but not limited to soliciting funds for a personal or community cause, political fundraising, selling candy and cookies for their children, friend’s children, or other such fundraising items for the employee’s children.

Personal Property: For security reasons, employees of MNK will be trained that they should not leave personal belongings of value in the workplace.

OUR ETHICAL CODE OF CONDUCT

Setting Professional Boundaries: Employees will adhere to all professional codes of conduct and ethical standards for specified professional discipline as well as any other professional certification or job description. Professional boundaries are to be utilized in all business related to organization.

Witnessing legal documents: Clients their relatives or legal representatives, may ask for the client’s signature to be witnessed on several different documents.

Prohibition of Waste, Fraud, Abuse & Other Wrongdoing: Every month the Executive Director and the contracted accountant will review the following necessary data points to ensure that we are able to reconcile our billing/business practices and to ensure that there is no waste, fraud or abuse. This includes reviewing:

Billing & Revenues Expenses

Billing cycles and program census information

Average Reimbursement rate per services

Corporate Citizenship: To promote the elimination of discrimination and stigma for those persons served by the program, the organization’s leadership will ensure that public education – often referred to as outreach, marketing and/or community relations – is routinely conducted and documented. Additionally, leadership is responsible for ensuring that our corporate responsibility and advocacy program allows us to communicate directly with those who need access to services provided. The program will demonstrate these stigma reducing activities and advocacy supports and collaborations with

Client or family groups

Advocacy groups

Government/State and local agencies

Other service providers

Professional groups

OUR ETHICAL CODE OF CONDUCT

What You Need To Know: Pay

All employees are the 1st Friday of the Month, and the associated paycheck is direct deposited in their bank.

All new employees need to have their banking direct deposit information turned in before your first paycheck.

Your pay check advice, which summarizes your pay, can be accessed from our H Drive Folder. has special pay guidelines for certain categories of work, which include:

Shift Premium Pay: paid when the majority of the shift is worked between 3:00pm and 7:00am

On-Call Pay: $2.00 per hour for each hour employees who are placed on on-call status are waiting to be engaged in work

Call Back Pay: 1.5 times base hourly rate of pay plus shift differential for employees called back to work for nonscheduled time.

Holiday Pay Premium: $4.00 extra dollars per hour for employees scheduled to work in departments that are open on an eligible holiday.

These include: Memorial Day, July 4th, Labor Day, Thanksgiving Day, Christmas Eve (after 3:00pm), Christmas Day (before 6:45am), New Year’s Eve (after 6:45pm), and New Year’s Day (before 6:45am).

Reporting Incidents:

Handling of Reported Violations- the organization provides internal resolution processes that involve members and their legal guardians in resolving complaints and concerns at the level closest to care delivery.

MNK resolution process between clients, family members, staff designated representatives, or other interested parties.

Grievance Procedure- We provide a mechanism to address and resolve rights violations and dangerous, illegal, or inhumane conditions alleged to have occurred.

Grievances are typically resolved within 10 days. Appeals can take up to 30 days to resolve

What You Need To Know:

MNK is required to perform LEIE checks every quarter.

The OIG (Office of Inspector General) maintains a list of individuals and entities (LEIE) that are excluded from participation in Medicare, Medicaid and other Federal health care programs. The program will review the exclusion list monthly and will not be allowed to hire or contract with any individual or entity on the exclusion list.

Any employee who suspects any violation of the Code of Conduct should contact any of the above-named individuals via the following means: In person

E-mail

Telephone

In writing

Reporting Incidents: Background Checks:

Criminal Background Check (State)

CJIS Location

CAQH

Child Protective Service Background Check

Exclusion From Participation in Federal Health Programs (Medicaid & Medicare)

Verification of Licensure & Education

Reference Checks

Other documentation including verification of clinical licensure

What You Need To Know:

Social Media

MNK recognizes that social networking using internet base and other electronic social media tools is integrated into everyday life.

Use of Facebook, Tik Tok, Twitter, LinkedIn, blogging, message boards, Wikis, Instagram’s, and other online on-line social media vehicles are commonplace. Never share client information, including pictures of clients and information that references or relates to clients.

Do not allude to clients or make social media posts related to the clients that you serve.

Your Corporate Compliance Training explains our social media do's and don'ts.

Information that may seem de-identified, or it is permissible because it does not contain the client’s name, but information can easily be pieced together. Sharing client information, even information that does not identify the client, could be a violation of federal or state privacy laws and our policies and procedures.

Staff is expected to maintain the confidentiality of clients, co-workers, and others. Employees must always comply with program policies pertaining to confidentiality of client information.

Social media use shouldn't interfere with employee’s responsibilities.

What You Need To Know:

Health & Safety

You will receicve training on the following:

Safety Policy

Workplace Violence Prevention

Emergency Preparedness

Safety in the Field

Accidents

Infectious Disease Policy

Smoking Policy

TB Tests & Physical

Hepatitis B Vaccine Declination

Legal and Illegal Drugs on Program Premises

Covid-19 Precautions and Vaccinations

Community Visit Safety

Working with Clients that Could Become Violent

Prohibition of Seclusion and Restraint.

Medical Emergencies

Biohazards

Infection Control

Staff Wellness and Well-Being

Program Goals:

What You Need To Know: Our Performance Management Goals

1. Increase in functional scores

2. Improvement in quality of life (social and occupational functioning)

3. Improvement of symptoms

4. Long-term Housing security.

5. Improvement of retention (keeping patients engaged in the program)

6. Improvement in co-occurring conditions

Effectiveness Goal:

Current Program Performance Management Goals:

70% will see an increase in functional scores

70% will see a decrease in substance use

Efficiency Goal:

80% of documentation of client’s involvement in treatment plan

Access to Services Goal:

80% of referrals will be assessed within 3 days of the referral.

Experience & Perception of Services:

80% will be satisfied with the frequency and intensity of services.

80% of staff would recommend working for MNK.

70% of referral sources are satisfied with our services.

Measure: In addition to client perceptions collected in outcome evaluations, collecting feedback in a systematic and anonymous manner during treatment and at program exit is crucial to program success moving forward.

Technology Goal:

Use of technology to increase our show rate and to follow-up with clients using automation, removing the human factor that caused missed opportunities for the organization in its preliminary period.

Business Function Goal:

Staffing, including administrative staff to support our process for tracking referral

Increse in the # of concurrent authorizations approved.

Maintain a monthly surplus of funds.

What You Need To Know:

Quality Audit Reviews:

Case record reviews are held quarterly

Record reviews include choosing a random sample of files to determine if they meet the documentation standards of COMAR, Optum and CARF.

The goal is to have 75-80% of records to meet the quality standards of the organization

Anything below this benchmark will result in training for staff

Ongoing issues with quality documentation will result in a Performance Improvement Plan, additional clinical support through supervision and ongoing documentation training

Program Equipment:

Office Policy: MNK equipment is essential to accomplishing job duties. It is expensive and may be difficult to replace. When using MNK property, employees are expected to exercise care, perform required maintenance, and follow all operating instructions, policy/procedures, HIPAA, safety standards and guidelines. If you use company property you are expected to sign the Company Equipment Agreement.

Additionally, you must agree to the following items in regards to work property (i.e. laptops, USBs)

If lost or stolen please report immediately to the Executive Director

It is required the employee to maintain encryption and/or password protection of the device at all times.

The device and all information saved is the sole property of MNK

The device must be returned upon demand and the device may be inspected by administrators upon request.

When leaving MNK all work related and/or client related information will be cleared from device. (this include clients’ initials and numbers).

Upon termination of employment, whether voluntary or involuntary, all MNK Property (e.g. key(s), badges, access card(s), cell phones, chargers, company documents, tablets, computers, training materials, company records, files, token(s), and other tangible company property) in the employee’s possession or control must be returned toMNK prior to the employee’s departure or in a reasonable timeframe.

What You Need To Know:

Strategic Management

Strategic Management involves the leadership of the organization having a road map for our success and growth

Annually, MNK leadership will share our strategic priorities with staff and provide updates on our progress

Our strategic goals are directly connected to our performance management system.

The plan is used to determine gaps in services

Outlines our current efforts

Our plan includes the following:

Increase functioning of clients

Stakeholder satisfaction with program services

Diversify our revenue streams

Choose a Curriculum for Outpatient Groups

Receive positive prelimary and re-srvey accreditation decision from CARF International

Risk Management

Risk is the uncertainty that surrounds future events and outcomes.

Risk is the expression of the likelihood and impact of any event with the potential to influence the achievement of an organization’s objectives

We prioritze risk by ranking them from low to high probability of occurring.

We identify risk mitigation strategies

Determine the resources needed

Identify whose incharge of monitoring the risk

Assess the effectiveness of these strategies and if we've identified all areas of risks.

Provide updates annually (or when needed) to staff

Types of Risk:

Financial Risk - unplanned losses or expenses

Service Delivery/Operational Risk - lapses in continuity of operations; medication errors

HR Risk – Employment practices; retention

Strategic Risk – untapped opportunities

Reputational Risk – damage to relationship with community at large (loss of revenue)

Legal/Compliance Risk – noncompliance with statutory or regulatory obligations

Technology/Privacy Risk – threats to and breaches in IT security

Governance Risk – wide-spread non-compliance with policies and standards

Physical Security/or Hazard Risk – harm or damage to people, property or environment

What You Need To Know:

Independent Contractors

As a CARF certified organization all staff including contractors are reponsible for:

Training

Supervision

Background Checks are required

Competency Reviews are conducted annually

Financial. ICs provide and pay for their own tools, supplies, and business expenses.

Type of Relationship. ICs have a written contract, do not receive employee-type benefits, and their work is not a key aspect of the business

IC's are permitted to sign up as their own organization with an EIN (if incorporated), etc.

Employment Status

W’2 Employee, no benefits 30K Annual (Sign on bonus for immediate hire)

20-35 client caseload

20 Hours Sick/Safe Leave yearly

Accrue 2 hours of PTO per check

Supervision

Must be full time to get guaranteed 3 hours.

Supervision:

Supervision is at minimum 1 hour and shall be documented by the program director in the employee’s personnel record.

Such supervised visits shall be documented in the employee’s personnel record.

Employees should be given supervision forms at time of orientation.

Supervision has 3 basic functions:

Administrative

Educative

Supportive

Staff Meetings are held 2nd Monday of the month for all full-time/part-time employees

What You Need To Know: Supervision:

MNK Community Resources is a CARF accredited organization. CARF International accreditation demonstrates a program’s quality, transparency, and commitment to the satisfaction of the persons served. CARF International is an independent, not-for-profit accreditor of human service providers in the areas of Aging Services, Behavioral Health, Child and Youth Services, Durable Medical Equipment, Employment and Community Services, Medical Rehabilitation, and Opioid Treatment Programs. If you have questions about CARF please contact. (888) 281-6531.

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Help us understand how we can make the onboarding process better

Questions

Were you provided clear information regarding your rst-day orientation meeting (location, time, what to bring, etc.)?

Was the information presented in an easy-to-understand format?

Was the person presenting the information able to answer your questions during your orientation?

Do you feel that sucient time was allotted for the orientation meeting/training?

Did you contact the Oce Manager after the orientation meeting with additional questions and/or policy questions?

If you followed up with additional questions after the orientation meeting, were they answered to your satisfaction?

Was there enough information provided on key organization policies?

Did you get what you expected from your orientation?

Was the staff courteous and professional?

Were you taken on a tour of the facility?

Were you introduced to co-workers?

Were you shown how to operate the phone, voice mail and e-mail systems?

Did you receive instruction on requesting technical support from the IT contractor?

Were you given a copy of your job description?

Was there a senior staff person available to answer your questions in a timely manner?

What was your overall impression of your rst few days?

At MNK we embrace our employees' innovative spirit and commitment to our Core Values of Continuous Improvement and Partnership! The Suggestion Box is a way for employees to provide feedback, suggestions, tips, tricks and new ideas. Employees can submit anonymously or leave their name and contact information for follow up.

Submit your feedback online or in the office. Provide your contact information if you would prefer someone to follow-up with you directly. You may also submit anonymously, however it may delay the follow-up. Be sure to provide enough information so that we can follow up with you if needed or get your suggestions to a specific program or leader.

Onboarding Manual Acknowledgement Form

MNK administrative staff have reviewed the onboarding manual with me on . I understand the content in the onboarding manual, and I feel I am adequately trained to perform my job duties. I know I can approach (names of supervisors and “buddies”) if I have any questions pertaining to my job.

Additional Comments:

Name of the Employee (Print and Sign)____________________________________________

Date:

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You can also submit feedback at anytime by scanning the QR Code