Domain 1: Customer Care, Supports, and Services

Tasks:

  1. Establish care recipient service policies and procedures that comply with applicable federal and state laws, rules, and regulations.
  2. Ensure plans of care are evidence-based, established, implemented, updated, and monitored based on care recipient  references and assessed needs.
  3. Ensure the planning, development, implementation/execution, monitoring, and evaluation of admission/move in process, including preadmission/premove in information, to promote a quality experience for care recipients.
  4. Ensure the planning, development, implementation/execution, monitoring, and evaluation of discharge/move out process to promote a quality experience for care recipients.
  5. Ensure the planning, development, implementation/execution, monitoring, and evaluation of programs to meet care recipients’ psychosocial needs and preferences.
  6. Ensure the planning, development, implementation/execution, monitoring, and evaluation of care recipients’ activities/recreation to meet social needs and preferences.
  7. Ensure the planning, development, implementation/execution, monitoring, and evaluation of a health information management program to meet documentation requirements in compliance with federal and state regulations.
  8. Ensure the planning, development, implementation/execution, monitoring, and evaluation of medication management that supports the needs of the care recipient.
  9. Ensure the planning, development, implementation/execution, monitoring, and evaluation of a rehabilitation program to maximize optimal level of functioning and independence for care recipients.
  10. Ensure the planning, development, implementation/execution, monitoring, and evaluation of systems for coordination and oversight of contracted services.
  11. Ensure the planning, development, implementation/execution, monitoring, and evaluation of policies and procedures for responses to care recipient-specific incidents, accidents, and/or emergencies.
  12. Ensure the planning, development, implementation/execution, monitoring, and evaluation of housekeeping and laundry services for care recipients.
  13. Ensure the planning, development, implementation/execution, monitoring, and evaluation of education intended for care recipients and their support networks.
  14. Ensure the planning, development, implementation/execution, monitoring, and evaluation of nutritional needs and preferences of care recipients.
  15. Ensure the planning, development, implementation/execution, monitoring, and evaluation of dining experience that meets the needs and preferences of care recipients.
  16. Ensure care recipients’ rights and individuality within all aspects of care.
  17. Integrate support network’s perspectives to maximize care recipients’ quality of life and care.
  18. Ensure transportation options are available for care recipients.
  19. Ensure the provision of a customer service culture that leads to a quality experience for care recipients.

Knowledge of:

  1. Applicable federal and state laws, rules, and regulations
  2. Government programs and entities
  3. Ethical decision-making
  4. Interpersonal relationships, dispute resolution, and group dynamics
  5. Psychosocial aspects of aging
  6. Physiological aspects of aging
  7. Basic principles and concepts of nursing
  8. Basic medical terminology
  9. Basic pharmaceutical terminology
  10. Basic principles and regulations for medication management/administration
  11. Basic principles and concepts of restorative/wellness programs
  12. Basic principles of rehabilitation
  13. Basic principles of acute and chronic diseases
  14. Basic principles of infection control
  15. Basic principles of pain management
  16. Basic principles of fall prevention
  17. Basic principles of elopement prevention
  18. Basic principles of creating a safe environment for care recipients
  19. Basic understanding of mental health issues
  20. Basic understanding of cognitive impairments
  21. Basic principles of behavior management
  22. Basic principles of restraint usage and reduction
  23. Basic elements of a social services program
  24. Basic elements of a therapeutic recreation/activity program
  25. Basic principles of nutrition including specialized diets
  26. Basic principles of dietary sanitation, food storage, handling, preparation, and presentation
  27. Basic principles of hospice and palliative care
  28. Grieving process
  29. Death and dying
  30. Person-centered care concepts
  31. Diversity of care recipients
  32. Care recipients’ support network interests, needs, and values
  33. Care recipient Bill of Rights
  34. Resident Assessment Instrument (RAI) and interdisciplinary care plan requirements and process
  35. Care recipient assessment instruments (OASIS) and interdisciplinary care plan requirements and process
  36. Care recipient assessments and care plans other than RAI and OASIS
  37. Admission/move-in, transfer, and discharge/move-out requirements
  38. Bed-hold requirements (NHA only)
  39. Roles, responsibilities, regulation and oversight of contracted providers and services
  40. Services and resources available across the continuum of care (such as community, social, financial, spiritual)
  41. Care recipient specific legal matters (such as power of attorney, guardianship, conservatorship, code status, Advance Directives)
  42. Activities of Daily Living (ADLs) and Independent Activities of Daily Living (IADLs)
  43. Role of Medical Director
  44. Role of healthcare partners and clinical providers
  45. Medical services, specialties and equipment (such as oxygen, durable medical equipment, podiatry)
  46. Emergency medical services and techniques (such as CPR, first aid, Heimlich maneuver, AED)
  47. Center for Medicare and Medicaid Services (CMS) quality indicators and measures
  48. Quality assurance and performance improvement processes as related to care and services
  49. Techniques for auditing care recipient services and outcomes
  50. Signs and symptoms of abuse, neglect, and exploitation
  51. Mandatory reporting requirements for incidents and adverse events
  52. Medical record content, format, and documentation requirements
  53. Confidentiality, disclosure, and safeguarding medical record information requirements
  54. Transportation options for care recipients
  55. Environmental services (such as housekeeping and laundry)
  56. Hospitality services
  57. Basic technological advances in healthcare