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PIONEER CENTER for Human Services
Client Handbook
“Expanding Opportunities through Partnership”
Our Mission:
…is to work with children and adults to explore opportunities for personal accomplishment through educational, vocational, and community participation.
Our Vision:
…is to provide the highest possible quality of services, support, and community links to help clients with cognitive, developmental, emotional, or physical disabilities live better lives. We aim to empower our clients to achieve their potential, and to enhance the reciprocal teaching and learning they have to offer.
As an Introduction:
Pioneer Center for Human Services has been providing residential, vocational, Early Intervention, and Traumatic Brain Injury (TBI) supports for fifty years to persons with a variety of disabilities and is licensed by the Illinois Department of Human Services Offices of Developmental Disabilities, Rehabilitation Services, Early Intervention, and Mental Health. The Rehabilitation Accreditation Commission (CARF) accredits Pioneer Center.
Our goal has always been to ensure a person’s dignity and respect in striving toward his/her greatest potential. It is the agency’s policy to conduct and be an active part of public education efforts. The goal of these efforts is to reduce stigma and increase the public’s awareness and knowledge of disabilities.
We provide a variety of services to help each participant reach his/her own level of independence. The agency’s primary service area is McHenry County. Programs and services the agency offers are:
Day and Vocational Services
Developmental Training: this program assists people who have severe and multiple disabilities in developing basic life skills. Classroom instruction, community integration experiences, and work and leisure opportunities assist in the development of participants’ skills. (Pre-Vocational)
Bridges: is designed to provide services to individuals in the Developmental Training program that may be ready to transition into the vocational program. Conversely, the program also serves individuals from the vocational program that may need more structure or training. Individuals work on both vocational skills and life skills.
Vocational Evaluation: assists in determining work interests, aptitudes, and skills for employment planning. Services can assist in identifying employment accommodations as well.
Pioneer Industries: provides general vocational training and vocational rehabilitation through work experiences both within and outside of the organization. Emphasis is placed on developing work skills for competitive employment.
Employee Development Services (EDS): EDS provides assessment of employability and employment skills to assist individuals to have access to, and participate fully in, their communities. Services are provided to adolescents and adults with a developmental disability. EDS is targeted to both students who are transitioning from special education to adult services and to adults who need to develop skills for independent living and competitive employment.
Community Employment Services: assists clients in getting and keeping jobs in the community. Clients’ preferences and skills are reviewed prior to the job search and once a job is found, staff assist clients in learning the job requirements.
Psycho-Social Rehabilitation (PSR): is a recovery program that teaches people with a serious mental illness the skills they need to function as normally as possible in the community. By teaching skills and providing support, PSR services works with the individual towards meeting the goal of independent living.
Traumatic Brain Injury (TBI) Services: provides case management supports and vocational services to adults who have a traumatic brain injury. A support group for families is also available.
Stepping Out, Adult Recreation (SOAR): formerly Senior Care, provides social, recreational, and personal improvement opportunities for aging adults with developmental disabilities. The program allows aging adults with developmental disabilities the option of partial or total retirement from their traditional work programs. The activities promote healthy aging and active retirement lifestyles to these seniors. Options include individual choice of activity level and frequency of attendance at the program.
Community-Based Services
Early Intervention: provides therapy and support services to infants, toddlers, and young children, aged birth-5 years, and their families. After assessment, children are assisted in the development of skills through speech, occupational, physical, and developmental therapies.
Community Case Management Services: provides individually tailored supports and recovery services for people who have a mental illness. The goal is to assist persons living with a mental illness in developing strategies to cope with symptoms while living in the community.
Client and Family Support: provides community support and services to adults with developmental disabilities. The goal is to assist the individual in maintaining their community living through the development of daily living skills.
Respite Care: provides resources, via a voucher reimbursement system, to assist families with members who have disabilities in securing care and services for that person to allow the rest of the family a break from daily care-giving duties.
Home-Based Support Services: provides resources, supports, and services to assist persons with a developmental disability, aged 18 years and older, to become more independent; either living on their own or with their families.
Residential Services
Supported Apartments: provides support services to individuals living in the community who have a mental illness and/or a developmental disability. Services are individually tailored to help each person live in the community as successfully as possible.
Harvard, Johnsburg, Manke, Marengo, Ponca, Schroeder, and West Avenue Homes and Silver Creek Townhome: these eight homes offer daily living skills supports for adults who have developmental disabilities. Varied levels of support are available to meet the individual needs of those living in the homes.
Clay, Jackson, Madison, Lawndale, and Wheeler Group Homes: these homes provide community living opportunities for adults who have a mental illness in a system of care in partnership with families and the community. The program provides opportunities for consumers to successfully live in the community. Varied levels of support are available, depending on the home, including recovery focused case-management, community services links, skills training and medication management.
Natural Supports
Pioneer Center strongly encourages you and/or your family to utilize your natural support system to assist with the provision of services. Support members may be parents, siblings, spouses, children, guardians, extended family, friends, co-workers, volunteers, church members, etc.
Recognizing the unique circumstances of each person and family, you and your family will be assisted by staff in identifying your natural support system and have a plan developed which is tailored to you. These supports will be reviewed and updated at least annually, at the time of your Individual Support Plan review. Linkage to other areas of support through community resources is available, such as your church, Big Brothers/Sisters, FISH, etc.
Transportation Linkage
Pioneer Center refers clients to private and/or public transportation services. In general, most clients served within the various programs of Pioneer Center rely on public transportation or their natural support system when travelling to and from Pioneer Center. Those with special transportation needs will be reviewed on a case-by-case basis and will be referred to the appropriate providers in McHenry County. Family or friends may be asked to provide assistance to a specific individual.
NO SMOKING POLICY
All Pioneer Center buildings and vehicles are designated as non-smoking. Please refer to the posted signs or appropriate staff regarding any assigned smoking areas at a specific Pioneer Center site.
HIPAA
Pioneer Center complies fully with the Health Information Portability and Accountability Act (HIPAA). All information regarding services you receive in any Pioneer Center program is protected by the Act. Upon entry into a Pioneer Center program, and as needed, HIPAA will be explained to you and you will be given a copy of the Privacy Notice and asked to sign that you have received the notice; where applicable, the guardian will also be given a copy of the Act and asked to sign the Privacy Notice.
Your Rights and Responsibilities
As someone who receives services from Pioneer Center for Human Services, you have both rights and responsibilities—no matter which program(s) you receive services from. They are:
Your Right: Retention of Rights—you maintain all of your legal and civil rights while receiving services.
Your Responsibility: You are responsible to learn about your rights. Ask the staff you work with, your family, guardian, advocate, etc. to assist you in learning your rights.
Your Right: Refusing Services—you, or your guardian on your behalf, have the right to refuse services, including medication. In general, when services are refused, they will not be given to you. However, they may be provided even if you refuse if there is a medical or other emergency or if a judge orders it.
Your Responsibility: You are responsible for your decision to refuse services and the consequences that may occur. You are responsible for your decision to refuse to take prescribed medications and the consequences that may occur. Your Community/Clinical Support Team may meet regarding your decision and decide to challenge your refusal of services. The Team may then ask the Human Rights Committee to decide whether or not your rights should be over-ridden to protect you from harm. Please note, your family may be asked by the Team to participate in these meetings and to help you in making decisions.
Your Right: Discharge—you have a right to continue to receive services unless you voluntarily withdraw from a program or you meet the criteria for discharge from a program. You have the right to terminate services at any time.
Your Responsibility: If you choose to leave any Pioneer Center program you have the right to do so. However, you are responsible for giving notice prior to withdrawing from the program. You are responsible for all fees, rents, and other bills you incur while in the program.
Your Right: Medical or Dental Services—except in an emergency, no medical or dental services will be provided to you without the informed consent by you or your guardian. You have the right to purchase and use the services of private physicians and other professionals of your choice. Your choice shall be documented in your service plan.
Your Responsibility: You are responsible for your decision to refuse services and the consequences that may occur. The Community/Clinical Support Team may meet regarding your decisions and decide to challenge your refusal of medications. The Team may then ask the Human Rights Committee to make a determination as to whether or not your rights should be over-ridden to protect you from harm. Please note, your family may be asked by the Team to participate in these meetings and to help you in making decisions.
Your Right: Non-Discrimination—you have a right to be treated fairly without regard to your gender, race, color, religion, ethnic background, disability, national origin, age, marital status, veteran status, sexual orientation, or financial standing.
Your Right: Mail/Phone Calls/Visits—you have the right to communicate with other people in private, without obstruction or censorship by the staff. Communication by these means may be reasonably restricted, but only to protect you or others from harm, harassment, or intimidation. Staff will not keep you from making/receiving phone calls receiving/sending mail, having visitors, or visiting your friends and family.
Your Responsibility: You are responsible for ensuring your bills are paid; if you wish staff to assist you, you may want them to look at your bills, etc. when those things come in the mail.
Your Right: Property—you have the right to receive, possess and use personal property unless it is determined that certain items are harmful to you or others. When you stop receiving services from a program, all lawful property will be returned to you.
Your Responsibility: You are responsible for letting staff know what things are valuable to you and it will be documented. If you need assistance in getting something repaired, the staff will assist you with that as well. You MAY NOT keep items such as weapons, mechanical equipment, or anything else that may cause you, or others, harm.
Your Right: Banking—you may deposit your money at a bank or place it for safe keeping with an account with Pioneer Center. If Pioneer Center deposits your money, any interest earned will be yours. Neither Pioneer Center nor any of its employees may act as payee to receive any assistance directed to you, including Social Security and pension, annuity, or trust fund payments without your informed consent.
Your Responsibility: Again, you are responsible for budgeting your money and your support staff will assist you in doing so.
Your Right: Money—you may use your money as you choose, unless you are prohibited from doing so under a court guardianship order.
Your Responsibility: You are responsible for paying all bills such as rent, food, utilities, etc.
Your Right: Humane Care and Services Plan—you have a right to adequate and humane care, services in the least restrictive environment, and an individual services plan.
Your Right: Abuse or Neglect—you have the right to be free from abuse or neglect. This includes physical abuse such as hitting, kicking, biting, corporal punishment, etc.; mental abuse such as verbal and physical threats; and exploitation such as not paying you for work done in the workshop etc.. Neglect is when staff does not help you when you are hurt or ill. If you think someone has treated you badly, you should tell someone you trust so that the problem can be resolved. Any incidents of abuse or neglect shall be reported to the Inspector General of the Department of Human Services, the Department of Public Health, or the Department of State Police for investigation.
You should never tolerate anything less than responsive and respectful supports from any Pioneer Center staff. If at anytime you feel you are not being treated fairly, you should notify your assigned staff person, your Qualified Human Services Professional (QHSP) or Qualified Mental Health Professional (QMHP), Program Manager, Division Director, or any other agency staff person.
Other people you can talk to are:
1.) The Office of the Inspector General, 1-800-368-1463.
2.) Equip for Equality, 1-800-537-2632.
3.) The Department of Human Services, 1-800-843-6154.
4.) Guardianship and Advocacy, 1-312-793-5900.
5.) Options and Advocacy, 1-815-477-4720.
6.) Illinois Department of Corrections, 1-312-793-2698.
7.) Child and Family Connections, 1-815-477-4720.
8.) Illinois Department of Children and Family Services, 1-800-252-2873.
Your Responsibility: As you have the right to be treated with respect and dignity, so are you expected to treat those around you with respect and dignity. This includes your co-workers, room/house mates, participants in groups, friends, and Pioneer Center staff.
Your Right: Reporting—you have the right to report any infringements of your rights to the Human Rights Committee, the above named agencies or writing the following:
Guardianship and Advocacy
421 East Capitol, Suite 205 State of Illinois Building
Springfield, IL 62701 --OR-- 60 North LaSalle, Suite S-500
(217) 785-1540 Chicago, IL 60601
(312) 793-5900
Equip for Equality
P.O. Box 276
Springfield, IL 62705
(800) 758-0464
(217) 544-0464
The McHenry County Mental Health Board (708 Board)
Some of our programs are funded in-part or in-full through the McHenry County Mental Health, also known as the 708, Board. These programs include the Psycho-Social Rehabilitation, Respite, Community/Family Supports, and Traumatic Brain Injury. If you have any questions, comments, or concerns about programs funded through the 708 board you may contact them at:
620 Dakota
Crystal Lake, IL 60012
(815) 455-2828
You have a right to ask Pioneer Center staff to assist you in contacting the above agencies. If you would prefer, you may also get assistance from a friend, advocate, family member, or any other interested party.
Finally, if you are aware that any Pioneer Center employee is not performing his/her duties in a professional or ethical manner you should immediately notify your QHSP/QMHP, the Program Manager, Division Director, or any Pioneer Center administrator. You may also contact the Corporate Compliance Officer directly at (815) 344-1230 or anonymously at the Corporate Compliance Hotline, (815) 759-7019.
Your Right: Labor—you must be paid for work you are asked to perform which benefits Pioneer Center. However, this does not apply to personal housekeeping chores required for the day-to-day duties of those receiving supports in a Pioneer Center group home.
Any participant in Pioneer Center Day/Vocational services, including Employment Services, has the right to work/receive services in a safe and comfortable place.
Your Responsibility: Any jobs performed within the vocational programs will be paid. Day-to-day chores that keep your home clean and safe—taking out the trash, cleaning out the refrigerator, scrubbing out the bathtub are just some examples of chores you are responsible for in your home.
Your Right: Service Planning—you have a right to participate in the development of your own individualized service plan.
Your Right: Meetings—you have a right to participate in any Community/Clinical Team meeting about you. If you choose not to attend, the meeting will still be held, and your QHSP/QMHP will inform you of any decisions made. If you are uncomfortable during the meeting, you can ask someone to advocate for you during the meeting, whether you attend or not.
Your Right: Clinical Record—you have a right to look at your Client Record and other information about you kept by Pioneer Center.
You may ask your QHSP/QMHP to assist you in reviewing your record and explaining to you anything that you do not understand. You may also ask a family member/friend, or your advocate, to assist you in accessing your records.
Your Right: Grievances—you have a right to express grievances in writing to the President/CEO. Some decisions by Pioneer Center (denial, reduction, suspension, and termination of services) are appealable to the Illinois Department of Human Services and/or the Department of Public Aid. (Please see the Pioneer Center Grievance Policy—“If You Have A Complaint”--in this handbook.)
Your Responsibility: You are responsible for communicating your complaints in an appropriate and truthful manner. The Grievance Procedure is reviewed later in this Handbook.
Your Right: Restraints—restraints may be used only to protect you from physically harming yourself or others; or as a part of a medical/surgical procedure, and only under the supervision of a qualified professional.
It is the policy of Pioneer Center to never use physical restraint unless there is a significant risk of physical danger to clients or others. Physical restraint must only be employed when a client presents a serious physical threat to themselves or others and may only be used as a last resort when other interventions have not been successful. Physical restraint will only be performed by staff trained and certified in CPI techniques.
Your Right: Seclusion—the use of seclusion shall not be permitted.
Your Right: Confidentiality—personal information about you and the services you receive is private and may be shared with someone else only as allowed by the Illinois Mental Health and Developmental Disabilities Confidentiality Act.
Your Responsibility: You are responsible for respecting others privacy—not gossiping or telling stories about roommates, friends, or staff.
Your Right: Right to Information about Pioneer Center—you have the right to know if Pioneer Center is not meeting quality standards and to look at written survey reports describing the quality of services.
Your Right: Exercising Your Rights—you may not be denied, suspended, or terminated from services, or have services reduced, for filing a grievance or for exercising any of your rights.
Your Right: Restriction of Rights—if your rights are restricted, the person who is responsible for your services (your QHSP/QMHP) must tell you, your parents if you are under age eighteen, and your guardian if one has been appointed. In addition, Pioneer Center must tell all persons or agencies that you choose to have told about the restriction. Justification for any restriction of your individual rights shall be documented in your Client File.
Other Rights and Responsibilities you have while receiving services from Pioneer Center:
Your Right: You have a right to privacy. Staff cannot search your person, your room, your locker, or personal items without your permission; unless it is part of a behavioral program approved by the Human Rights Committee. Staff will not enter your home/room without your permission and will always knock before entering.
Your Responsibility: You are responsible for respecting the privacy of your friends, room/house mates, and staff. No gossiping, telling stories, etc. about people.
Your Right: You have a right to communicate and associate with persons of your own choice.
Your Responsibility: You may visit and see whomever you want. However, you are responsible for you actions with your friends and for their actions within your home. If your Community/Clinical Team feels you are associating with people who may do you harm, the Human Rights Committee may be asked to restrict your access to those friends. Again, your family may be asked to assist in the decision making process.
Your Right: You have the right to select and wear your own clothing, which is clean, in good repair, and appropriate with respect to your age and the season of the year.
If you wish, staff can assist you in purchasing appropriate clothing; they can also assist you in keeping the clothing clean and in good repair.
Your Responsibility: You are responsible for asking for assistance, when needed, and for getting rid of clothing you can no longer wear. Again, your support staff can help you with this.
Your Right: You have the right to practice your faith or religion. You can attend the church, synagogue, or any other place of worship you choose. Staff will assist you with arranging transportation to-and-from services.
Your Responsibility: Please respect the choices of your co-workers, friends, room/house mates who may not share the beliefs you have and honor their right to practice their faith as they see fit.
Your Right: You have the right to vote in all public elections. Your staff person or QMRP/QMHP can assist you in registering to vote in your community. Staff will also assist you in getting to-and-from your polling place on all regular election days.
Modification of Services
At some point, the staff that work with you may determine that the services and supports outlined in your Individual Support Plan are not benefiting you. This may include changes to the goals you are working on or even your ability to stay in the residential program you live in or vocational program you attend. Pioneer Center must send you and/or your guardian notification of any changes that are being made at least 10 days before the changes are to be implemented. If you and/or your guardian disagree with the changes being recommended you can appeal them following the grievance procedure below.
Termination of Services (CILA)
There may come a point in time when the services you receive from Pioneer Center no longer meet your needs; at that time, you may be told that you can no longer be apart of a Pioneer Center program. Reasons you cannot continue at Pioneer Center may include for the CILA program:
· your medical needs cannot be met in the program.
· your behavior places yourself or your housemates in danger.
· you transfer to another agency at your or your guardian’s request.
· you are absent from the program for more than 60 days and you will not be able to return to the program.
· you no longer benefit from CILA services.
If You Have a Complaint
You may at some time disagree with the services being provided to you, such as: supports received, place of residence, work assignments, etc. If this occurs, Pioneer Center has a client Grievance Procedure for you to use to advocate for yourself.
The first step is to present your grievance to the appropriate Program Manager. If you are uncomfortable doing this, you may choose to speak with your QHSP/QMHP, the Division Director, your assigned staff person, or any of the agencies listed on Page 3. You may also seek assistance from a friend, advocate, family member, or any other interested party. Grievances are to be documented using the Grievance Record Form—again, you can ask any of the above staff to assist you in completing this form. All parties involved in the grievance must be given a copy of the grievance record with the original placed in the client’s file. NO ONE DIRECTLY INVOLVED IN THE ACTION OR DECISION BEING GRIEVED WILL BE PART OF THE REVIEW PROCESS!
Everyone receiving services from Pioneer Center, their guardian—when applicable—and families have the right to present grievances, to appeal adverse decisions and to receive appropriate responses in a timely manner without fear of negative impact on the services received. No action being appealed will be implemented during the grievance process. All grievances must have a final administrative decision.
1.) Grievances are to be documented using the Grievance Record Form.
2.) The form should be given to the appropriate Program Manager and/or QHSP/QMHP, who will then forward it to the Program Manager within 1 working day from receiving it.
3.) The Program Manager will respond to the grievance in writing within 5 working days.
4.) If the client, their guardian/advocate, or family member do not agree with the response, they should forward the grievance and the response to the appropriate Division Director.
5.) The Division Director will respond to the grievance in writing within 5 working days.
6.) If the client, their guardian/advocate, or family member do not agree with the response, they should forward the grievance and the responses to the Vice-President of Programs.
7.) The Vice-President of Programs will respond to the grievance in writing within 5 working days.
8.) If the client, their guardian/advocate, or family member does not agree with the response, they should forward the grievance and the responses to the President/CEO.
9.) The President/CEO will respond to the grievance in writing within 5 working days.
If necessary, the President/CEO will request that the Agency’s Human Rights Committee review the case and render an opinion—within 5 working days—to the Board of Directors who will render an opinion within 5 working days. The Board of Directors renders all final resolutions on behalf of Pioneer Center.
10.) If the client, their guardian/advocate, or family member do not agree with the decision of the Board of Directors, any of the previously listed agencies can assist in reaching some sort of resolution to the issue.
11.) The President/CEO, or a delegate, will conduct an annual review of all grievances.
Throughout this process, the client may also seek assistance from a Pioneer Center Ombudsman. The Ombudsman is someone who has been trained to assist a client with problems or issues they may be having. The client will not be assigned an Ombudsman who works within any program that client receives services from.
The Human Rights Committee
The purpose of the Human Rights Committee is to preserve and protect the rights and personal dignity of all persons served at Pioneer Center. The Committee provides the direction when dealing with sensitive human rights issues and client grievances in a timely, constructive, and confidential manner. It is the responsibility of the committee to review any Individual Plan, Policy and Procedure, program or practice which may restrict the rights, or compromise the dignity, of any person served within the agency.
Client Handbook
“Expanding Opportunities through Partnership”
Our Mission:
…is to work with children and adults to explore opportunities for personal accomplishment through educational, vocational, and community participation.
Our Vision:
…is to provide the highest possible quality of services, support, and community links to help clients with cognitive, developmental, emotional, or physical disabilities live better lives. We aim to empower our clients to achieve their potential, and to enhance the reciprocal teaching and learning they have to offer.
As an Introduction:
Pioneer Center for Human Services has been providing residential, vocational, Early Intervention, and Traumatic Brain Injury (TBI) supports for fifty years to persons with a variety of disabilities and is licensed by the Illinois Department of Human Services Offices of Developmental Disabilities, Rehabilitation Services, Early Intervention, and Mental Health. The Rehabilitation Accreditation Commission (CARF) accredits Pioneer Center.
Our goal has always been to ensure a person’s dignity and respect in striving toward his/her greatest potential. It is the agency’s policy to conduct and be an active part of public education efforts. The goal of these efforts is to reduce stigma and increase the public’s awareness and knowledge of disabilities.
We provide a variety of services to help each participant reach his/her own level of independence. The agency’s primary service area is McHenry County. Programs and services the agency offers are:
Day and Vocational Services
Developmental Training: this program assists people who have severe and multiple disabilities in developing basic life skills. Classroom instruction, community integration experiences, and work and leisure opportunities assist in the development of participants’ skills. (Pre-Vocational)
Bridges: is designed to provide services to individuals in the Developmental Training program that may be ready to transition into the vocational program. Conversely, the program also serves individuals from the vocational program that may need more structure or training. Individuals work on both vocational skills and life skills.
Vocational Evaluation: assists in determining work interests, aptitudes, and skills for employment planning. Services can assist in identifying employment accommodations as well.
Pioneer Industries: provides general vocational training and vocational rehabilitation through work experiences both within and outside of the organization. Emphasis is placed on developing work skills for competitive employment.
Employee Development Services (EDS): EDS provides assessment of employability and employment skills to assist individuals to have access to, and participate fully in, their communities. Services are provided to adolescents and adults with a developmental disability. EDS is targeted to both students who are transitioning from special education to adult services and to adults who need to develop skills for independent living and competitive employment.
Community Employment Services: assists clients in getting and keeping jobs in the community. Clients’ preferences and skills are reviewed prior to the job search and once a job is found, staff assist clients in learning the job requirements.
Psycho-Social Rehabilitation (PSR): is a recovery program that teaches people with a serious mental illness the skills they need to function as normally as possible in the community. By teaching skills and providing support, PSR services works with the individual towards meeting the goal of independent living.
Traumatic Brain Injury (TBI) Services: provides case management supports and vocational services to adults who have a traumatic brain injury. A support group for families is also available.
Stepping Out, Adult Recreation (SOAR): formerly Senior Care, provides social, recreational, and personal improvement opportunities for aging adults with developmental disabilities. The program allows aging adults with developmental disabilities the option of partial or total retirement from their traditional work programs. The activities promote healthy aging and active retirement lifestyles to these seniors. Options include individual choice of activity level and frequency of attendance at the program.
Community-Based Services
Early Intervention: provides therapy and support services to infants, toddlers, and young children, aged birth-5 years, and their families. After assessment, children are assisted in the development of skills through speech, occupational, physical, and developmental therapies.
Community Case Management Services: provides individually tailored supports and recovery services for people who have a mental illness. The goal is to assist persons living with a mental illness in developing strategies to cope with symptoms while living in the community.
Client and Family Support: provides community support and services to adults with developmental disabilities. The goal is to assist the individual in maintaining their community living through the development of daily living skills.
Respite Care: provides resources, via a voucher reimbursement system, to assist families with members who have disabilities in securing care and services for that person to allow the rest of the family a break from daily care-giving duties.
Home-Based Support Services: provides resources, supports, and services to assist persons with a developmental disability, aged 18 years and older, to become more independent; either living on their own or with their families.
Residential Services
Supported Apartments: provides support services to individuals living in the community who have a mental illness and/or a developmental disability. Services are individually tailored to help each person live in the community as successfully as possible.
Harvard, Johnsburg, Manke, Marengo, Ponca, Schroeder, and West Avenue Homes and Silver Creek Townhome: these eight homes offer daily living skills supports for adults who have developmental disabilities. Varied levels of support are available to meet the individual needs of those living in the homes.
Clay, Jackson, Madison, Lawndale, and Wheeler Group Homes: these homes provide community living opportunities for adults who have a mental illness in a system of care in partnership with families and the community. The program provides opportunities for consumers to successfully live in the community. Varied levels of support are available, depending on the home, including recovery focused case-management, community services links, skills training and medication management.
Natural Supports
Pioneer Center strongly encourages you and/or your family to utilize your natural support system to assist with the provision of services. Support members may be parents, siblings, spouses, children, guardians, extended family, friends, co-workers, volunteers, church members, etc.
Recognizing the unique circumstances of each person and family, you and your family will be assisted by staff in identifying your natural support system and have a plan developed which is tailored to you. These supports will be reviewed and updated at least annually, at the time of your Individual Support Plan review. Linkage to other areas of support through community resources is available, such as your church, Big Brothers/Sisters, FISH, etc.
Transportation Linkage
Pioneer Center refers clients to private and/or public transportation services. In general, most clients served within the various programs of Pioneer Center rely on public transportation or their natural support system when travelling to and from Pioneer Center. Those with special transportation needs will be reviewed on a case-by-case basis and will be referred to the appropriate providers in McHenry County. Family or friends may be asked to provide assistance to a specific individual.
NO SMOKING POLICY
All Pioneer Center buildings and vehicles are designated as non-smoking. Please refer to the posted signs or appropriate staff regarding any assigned smoking areas at a specific Pioneer Center site.
HIPAA
Pioneer Center complies fully with the Health Information Portability and Accountability Act (HIPAA). All information regarding services you receive in any Pioneer Center program is protected by the Act. Upon entry into a Pioneer Center program, and as needed, HIPAA will be explained to you and you will be given a copy of the Privacy Notice and asked to sign that you have received the notice; where applicable, the guardian will also be given a copy of the Act and asked to sign the Privacy Notice.
Your Rights and Responsibilities
As someone who receives services from Pioneer Center for Human Services, you have both rights and responsibilities—no matter which program(s) you receive services from. They are:
Your Right: Retention of Rights—you maintain all of your legal and civil rights while receiving services.
Your Responsibility: You are responsible to learn about your rights. Ask the staff you work with, your family, guardian, advocate, etc. to assist you in learning your rights.
Your Right: Refusing Services—you, or your guardian on your behalf, have the right to refuse services, including medication. In general, when services are refused, they will not be given to you. However, they may be provided even if you refuse if there is a medical or other emergency or if a judge orders it.
Your Responsibility: You are responsible for your decision to refuse services and the consequences that may occur. You are responsible for your decision to refuse to take prescribed medications and the consequences that may occur. Your Community/Clinical Support Team may meet regarding your decision and decide to challenge your refusal of services. The Team may then ask the Human Rights Committee to decide whether or not your rights should be over-ridden to protect you from harm. Please note, your family may be asked by the Team to participate in these meetings and to help you in making decisions.
Your Right: Discharge—you have a right to continue to receive services unless you voluntarily withdraw from a program or you meet the criteria for discharge from a program. You have the right to terminate services at any time.
Your Responsibility: If you choose to leave any Pioneer Center program you have the right to do so. However, you are responsible for giving notice prior to withdrawing from the program. You are responsible for all fees, rents, and other bills you incur while in the program.
Your Right: Medical or Dental Services—except in an emergency, no medical or dental services will be provided to you without the informed consent by you or your guardian. You have the right to purchase and use the services of private physicians and other professionals of your choice. Your choice shall be documented in your service plan.
Your Responsibility: You are responsible for your decision to refuse services and the consequences that may occur. The Community/Clinical Support Team may meet regarding your decisions and decide to challenge your refusal of medications. The Team may then ask the Human Rights Committee to make a determination as to whether or not your rights should be over-ridden to protect you from harm. Please note, your family may be asked by the Team to participate in these meetings and to help you in making decisions.
Your Right: Non-Discrimination—you have a right to be treated fairly without regard to your gender, race, color, religion, ethnic background, disability, national origin, age, marital status, veteran status, sexual orientation, or financial standing.
Your Right: Mail/Phone Calls/Visits—you have the right to communicate with other people in private, without obstruction or censorship by the staff. Communication by these means may be reasonably restricted, but only to protect you or others from harm, harassment, or intimidation. Staff will not keep you from making/receiving phone calls receiving/sending mail, having visitors, or visiting your friends and family.
Your Responsibility: You are responsible for ensuring your bills are paid; if you wish staff to assist you, you may want them to look at your bills, etc. when those things come in the mail.
Your Right: Property—you have the right to receive, possess and use personal property unless it is determined that certain items are harmful to you or others. When you stop receiving services from a program, all lawful property will be returned to you.
Your Responsibility: You are responsible for letting staff know what things are valuable to you and it will be documented. If you need assistance in getting something repaired, the staff will assist you with that as well. You MAY NOT keep items such as weapons, mechanical equipment, or anything else that may cause you, or others, harm.
Your Right: Banking—you may deposit your money at a bank or place it for safe keeping with an account with Pioneer Center. If Pioneer Center deposits your money, any interest earned will be yours. Neither Pioneer Center nor any of its employees may act as payee to receive any assistance directed to you, including Social Security and pension, annuity, or trust fund payments without your informed consent.
Your Responsibility: Again, you are responsible for budgeting your money and your support staff will assist you in doing so.
Your Right: Money—you may use your money as you choose, unless you are prohibited from doing so under a court guardianship order.
Your Responsibility: You are responsible for paying all bills such as rent, food, utilities, etc.
Your Right: Humane Care and Services Plan—you have a right to adequate and humane care, services in the least restrictive environment, and an individual services plan.
Your Right: Abuse or Neglect—you have the right to be free from abuse or neglect. This includes physical abuse such as hitting, kicking, biting, corporal punishment, etc.; mental abuse such as verbal and physical threats; and exploitation such as not paying you for work done in the workshop etc.. Neglect is when staff does not help you when you are hurt or ill. If you think someone has treated you badly, you should tell someone you trust so that the problem can be resolved. Any incidents of abuse or neglect shall be reported to the Inspector General of the Department of Human Services, the Department of Public Health, or the Department of State Police for investigation.
You should never tolerate anything less than responsive and respectful supports from any Pioneer Center staff. If at anytime you feel you are not being treated fairly, you should notify your assigned staff person, your Qualified Human Services Professional (QHSP) or Qualified Mental Health Professional (QMHP), Program Manager, Division Director, or any other agency staff person.
Other people you can talk to are:
1.) The Office of the Inspector General, 1-800-368-1463.
2.) Equip for Equality, 1-800-537-2632.
3.) The Department of Human Services, 1-800-843-6154.
4.) Guardianship and Advocacy, 1-312-793-5900.
5.) Options and Advocacy, 1-815-477-4720.
6.) Illinois Department of Corrections, 1-312-793-2698.
7.) Child and Family Connections, 1-815-477-4720.
8.) Illinois Department of Children and Family Services, 1-800-252-2873.
Your Responsibility: As you have the right to be treated with respect and dignity, so are you expected to treat those around you with respect and dignity. This includes your co-workers, room/house mates, participants in groups, friends, and Pioneer Center staff.
Your Right: Reporting—you have the right to report any infringements of your rights to the Human Rights Committee, the above named agencies or writing the following:
Guardianship and Advocacy
421 East Capitol, Suite 205 State of Illinois Building
Springfield, IL 62701 --OR-- 60 North LaSalle, Suite S-500
(217) 785-1540 Chicago, IL 60601
(312) 793-5900
Equip for Equality
P.O. Box 276
Springfield, IL 62705
(800) 758-0464
(217) 544-0464
The McHenry County Mental Health Board (708 Board)
Some of our programs are funded in-part or in-full through the McHenry County Mental Health, also known as the 708, Board. These programs include the Psycho-Social Rehabilitation, Respite, Community/Family Supports, and Traumatic Brain Injury. If you have any questions, comments, or concerns about programs funded through the 708 board you may contact them at:
620 Dakota
Crystal Lake, IL 60012
(815) 455-2828
You have a right to ask Pioneer Center staff to assist you in contacting the above agencies. If you would prefer, you may also get assistance from a friend, advocate, family member, or any other interested party.
Finally, if you are aware that any Pioneer Center employee is not performing his/her duties in a professional or ethical manner you should immediately notify your QHSP/QMHP, the Program Manager, Division Director, or any Pioneer Center administrator. You may also contact the Corporate Compliance Officer directly at (815) 344-1230 or anonymously at the Corporate Compliance Hotline, (815) 759-7019.
Your Right: Labor—you must be paid for work you are asked to perform which benefits Pioneer Center. However, this does not apply to personal housekeeping chores required for the day-to-day duties of those receiving supports in a Pioneer Center group home.
Any participant in Pioneer Center Day/Vocational services, including Employment Services, has the right to work/receive services in a safe and comfortable place.
Your Responsibility: Any jobs performed within the vocational programs will be paid. Day-to-day chores that keep your home clean and safe—taking out the trash, cleaning out the refrigerator, scrubbing out the bathtub are just some examples of chores you are responsible for in your home.
Your Right: Service Planning—you have a right to participate in the development of your own individualized service plan.
Your Right: Meetings—you have a right to participate in any Community/Clinical Team meeting about you. If you choose not to attend, the meeting will still be held, and your QHSP/QMHP will inform you of any decisions made. If you are uncomfortable during the meeting, you can ask someone to advocate for you during the meeting, whether you attend or not.
Your Right: Clinical Record—you have a right to look at your Client Record and other information about you kept by Pioneer Center.
You may ask your QHSP/QMHP to assist you in reviewing your record and explaining to you anything that you do not understand. You may also ask a family member/friend, or your advocate, to assist you in accessing your records.
Your Right: Grievances—you have a right to express grievances in writing to the President/CEO. Some decisions by Pioneer Center (denial, reduction, suspension, and termination of services) are appealable to the Illinois Department of Human Services and/or the Department of Public Aid. (Please see the Pioneer Center Grievance Policy—“If You Have A Complaint”--in this handbook.)
Your Responsibility: You are responsible for communicating your complaints in an appropriate and truthful manner. The Grievance Procedure is reviewed later in this Handbook.
Your Right: Restraints—restraints may be used only to protect you from physically harming yourself or others; or as a part of a medical/surgical procedure, and only under the supervision of a qualified professional.
It is the policy of Pioneer Center to never use physical restraint unless there is a significant risk of physical danger to clients or others. Physical restraint must only be employed when a client presents a serious physical threat to themselves or others and may only be used as a last resort when other interventions have not been successful. Physical restraint will only be performed by staff trained and certified in CPI techniques.
Your Right: Seclusion—the use of seclusion shall not be permitted.
Your Right: Confidentiality—personal information about you and the services you receive is private and may be shared with someone else only as allowed by the Illinois Mental Health and Developmental Disabilities Confidentiality Act.
Your Responsibility: You are responsible for respecting others privacy—not gossiping or telling stories about roommates, friends, or staff.
Your Right: Right to Information about Pioneer Center—you have the right to know if Pioneer Center is not meeting quality standards and to look at written survey reports describing the quality of services.
Your Right: Exercising Your Rights—you may not be denied, suspended, or terminated from services, or have services reduced, for filing a grievance or for exercising any of your rights.
Your Right: Restriction of Rights—if your rights are restricted, the person who is responsible for your services (your QHSP/QMHP) must tell you, your parents if you are under age eighteen, and your guardian if one has been appointed. In addition, Pioneer Center must tell all persons or agencies that you choose to have told about the restriction. Justification for any restriction of your individual rights shall be documented in your Client File.
Other Rights and Responsibilities you have while receiving services from Pioneer Center:
Your Right: You have a right to privacy. Staff cannot search your person, your room, your locker, or personal items without your permission; unless it is part of a behavioral program approved by the Human Rights Committee. Staff will not enter your home/room without your permission and will always knock before entering.
Your Responsibility: You are responsible for respecting the privacy of your friends, room/house mates, and staff. No gossiping, telling stories, etc. about people.
Your Right: You have a right to communicate and associate with persons of your own choice.
Your Responsibility: You may visit and see whomever you want. However, you are responsible for you actions with your friends and for their actions within your home. If your Community/Clinical Team feels you are associating with people who may do you harm, the Human Rights Committee may be asked to restrict your access to those friends. Again, your family may be asked to assist in the decision making process.
Your Right: You have the right to select and wear your own clothing, which is clean, in good repair, and appropriate with respect to your age and the season of the year.
If you wish, staff can assist you in purchasing appropriate clothing; they can also assist you in keeping the clothing clean and in good repair.
Your Responsibility: You are responsible for asking for assistance, when needed, and for getting rid of clothing you can no longer wear. Again, your support staff can help you with this.
Your Right: You have the right to practice your faith or religion. You can attend the church, synagogue, or any other place of worship you choose. Staff will assist you with arranging transportation to-and-from services.
Your Responsibility: Please respect the choices of your co-workers, friends, room/house mates who may not share the beliefs you have and honor their right to practice their faith as they see fit.
Your Right: You have the right to vote in all public elections. Your staff person or QMRP/QMHP can assist you in registering to vote in your community. Staff will also assist you in getting to-and-from your polling place on all regular election days.
Modification of Services
At some point, the staff that work with you may determine that the services and supports outlined in your Individual Support Plan are not benefiting you. This may include changes to the goals you are working on or even your ability to stay in the residential program you live in or vocational program you attend. Pioneer Center must send you and/or your guardian notification of any changes that are being made at least 10 days before the changes are to be implemented. If you and/or your guardian disagree with the changes being recommended you can appeal them following the grievance procedure below.
Termination of Services (CILA)
There may come a point in time when the services you receive from Pioneer Center no longer meet your needs; at that time, you may be told that you can no longer be apart of a Pioneer Center program. Reasons you cannot continue at Pioneer Center may include for the CILA program:
· your medical needs cannot be met in the program.
· your behavior places yourself or your housemates in danger.
· you transfer to another agency at your or your guardian’s request.
· you are absent from the program for more than 60 days and you will not be able to return to the program.
· you no longer benefit from CILA services.
If You Have a Complaint
You may at some time disagree with the services being provided to you, such as: supports received, place of residence, work assignments, etc. If this occurs, Pioneer Center has a client Grievance Procedure for you to use to advocate for yourself.
The first step is to present your grievance to the appropriate Program Manager. If you are uncomfortable doing this, you may choose to speak with your QHSP/QMHP, the Division Director, your assigned staff person, or any of the agencies listed on Page 3. You may also seek assistance from a friend, advocate, family member, or any other interested party. Grievances are to be documented using the Grievance Record Form—again, you can ask any of the above staff to assist you in completing this form. All parties involved in the grievance must be given a copy of the grievance record with the original placed in the client’s file. NO ONE DIRECTLY INVOLVED IN THE ACTION OR DECISION BEING GRIEVED WILL BE PART OF THE REVIEW PROCESS!
Everyone receiving services from Pioneer Center, their guardian—when applicable—and families have the right to present grievances, to appeal adverse decisions and to receive appropriate responses in a timely manner without fear of negative impact on the services received. No action being appealed will be implemented during the grievance process. All grievances must have a final administrative decision.
1.) Grievances are to be documented using the Grievance Record Form.
2.) The form should be given to the appropriate Program Manager and/or QHSP/QMHP, who will then forward it to the Program Manager within 1 working day from receiving it.
3.) The Program Manager will respond to the grievance in writing within 5 working days.
4.) If the client, their guardian/advocate, or family member do not agree with the response, they should forward the grievance and the response to the appropriate Division Director.
5.) The Division Director will respond to the grievance in writing within 5 working days.
6.) If the client, their guardian/advocate, or family member do not agree with the response, they should forward the grievance and the responses to the Vice-President of Programs.
7.) The Vice-President of Programs will respond to the grievance in writing within 5 working days.
8.) If the client, their guardian/advocate, or family member does not agree with the response, they should forward the grievance and the responses to the President/CEO.
9.) The President/CEO will respond to the grievance in writing within 5 working days.
If necessary, the President/CEO will request that the Agency’s Human Rights Committee review the case and render an opinion—within 5 working days—to the Board of Directors who will render an opinion within 5 working days. The Board of Directors renders all final resolutions on behalf of Pioneer Center.
10.) If the client, their guardian/advocate, or family member do not agree with the decision of the Board of Directors, any of the previously listed agencies can assist in reaching some sort of resolution to the issue.
11.) The President/CEO, or a delegate, will conduct an annual review of all grievances.
Throughout this process, the client may also seek assistance from a Pioneer Center Ombudsman. The Ombudsman is someone who has been trained to assist a client with problems or issues they may be having. The client will not be assigned an Ombudsman who works within any program that client receives services from.
The Human Rights Committee
The purpose of the Human Rights Committee is to preserve and protect the rights and personal dignity of all persons served at Pioneer Center. The Committee provides the direction when dealing with sensitive human rights issues and client grievances in a timely, constructive, and confidential manner. It is the responsibility of the committee to review any Individual Plan, Policy and Procedure, program or practice which may restrict the rights, or compromise the dignity, of any person served within the agency.
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