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Minnesota Department of Human Services PCA Manual
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Personal Care Assistance

Provider policies and procedures

Page posted: 11/04/13

Page reviewed:

Page updated:

Legal Authority

Minn. Stat. §256B.0659, subd. 21(6) and 28


PCA agencies are required to have written policies and procedures. At a minimum, the following must be included:

  • • Employee and recipient safety practices
  • • Employee misconduct
  • • Employee training requirements
  • • Recipient grievance policy and grievances including process for notification and resolution of recipient grievances
  • • Service delivery
  • Requirements

    At a minimum, the provider is responsible to have following policies and elements in place. Agencies must clearly identify required elements using subject sub-headers.

  • • Employee and recipient safety practices
  • • Identification and prevention of communicable diseases
  • Employee misconduct

  • • Procedures for disciplinary actions
  • • Types of discipline
  • • Types of misconduct
  • Employee training requirements

  • • Initial review of policy and procedure manual and frequency on ongoing reviews
  • • Orientation of prevention of fraud
  • • Training agency requires beyond training required by law (such as, agency orientation training)
  • • Training timelines
  • Recipient grievance policy

  • • Documentation requirements (grievances and resolution record)
  • • Notice and communications (how to inform staff, recipients and outside resources of grievance policy and procedures)
  • • Procedures (filing, resolution and appeals)
  • • Timelines for all components of the policy
  • Service delivery

  • • Internal controls and processes pertaining to the delivery, quality assurance and remediation action of PCA services
  • PCA Provider Agency Responsibilities

    Providers must have at least one policy and procedure manual.

    At the annual review, each agency must submit a record of grievances and resolutions from the previous year. Documentation of grievances must include the following information:

  • • Date grievance received
  • • Name of the person who made the grievance
  • • Name of person who received grievance
  • • Brief description of grievance / what was reported
  • • Date(s) grievance investigated
  • • Who investigated the grievance
  • • Results of the investigation
  • • Date grievance resolved
  • • Resolution of the grievance including any quality improvement changes
  • • Date resolution of the grievance was communicated to the person who made the complaint
  • • Who communicated the resolution to the person
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