PASRS Best Practices
The backbone of the PASRS Association is its commitment to establishing and maintaining Best Practices for the senior residential service industry. Developed through an association sub-committee chaired by PASRS President, Scott Fischer, the statements that comprise the PASRS Best Practice Policies are intended to serve as industry standards.
Through their membership, all PASRS Members pledge to adhere to the Universal Best Practices Policy. Further, PASRS Senior Referral Specialists and Placement Agents pledge their commitment to maintaining the PASRS Industry Member Best Practices: a more specific and detailed code of ethics geared toward the placement industry.
PASRS Members intensionally submit themselves and their businesses to these high standards of performance and practice. They remain united in their shared belief and commitment to ethical business practices for Arizona seniors and their families.
The Association’s Best Practices are designed to promote honest and ethical conduct in Arizona’s senior referral industry. They are also designed to facilitate and encourage prompt reporting of law and/or regulatory violations.
All PASRS Members will:
- Maintain a business environment that fosters fairness, respect and integrity. It is the Association’s policy that its members are lawful, highly principled and socially responsible in all business practices. All members are expected to become familiar with these Best Practices and to apply these guiding principles in the daily performance of their business activities and responsibilities.
- Operate their businesses with due diligence and professional care in accordance with professional standards and best practices.
- Serve in the interest of their clients and business organizations in a lawful and honest manner, while maintaining high standards of conduct and character and not engage in acts discreditable to the industry or to the Association.
- Maintain the privacy and confidentiality of information obtained in the course of their duties, unless disclosure is required by legal authority. Such information shall not be used for personal benefit or released to inappropriate parties.
- Ensure that all employees maintain competency in the senior referral industry and other respective fields as applicable.
- Agree to undertake only those business activities, clients, or commitments, which they can reasonably expect to service or complete in a timely manner and with professional competence.
- Have a written client problem resolution and/or client complaint process policy in place that promptly addresses and resolves problems, issues or conflicts in a timely manner and with professional competence.
PASRS Industry Members Best Practices
- PASRS Industry Members will submit to and honor all of the Universal Best Practices found in Universal Best Practices Policy.
- PASRS Industry Members submit to and honor all Medicare/Medicaid policies at hospitals and skilled nursing facilities, home health and hospice companies regarding vendor visitation, gifting and compensation for referrals. PASRS Members will not pay for or compensate for referrals from any of these companies.
- PASRS Industry Members will utilize a written Service Agreement to be signed by client or client’s legal representative when service is initiated. At a minimum, PASRS suggests the Service Agreement contain identification of the placement agency, client, description of how referral and placement services will be performed, and description of compensation arrangement.
- In accordance with federal and state laws, no fees of any kind can be charged or accepted for residents that are already approved or accepted into the ALTCS/Medicaid program.
- There are exceptions to be considered when ALTCS/Medicaid approved patients are placed into a facility and a room upgrade is arranged for privately, between the family/responsible party and the receiving facility. In this instance, private pay money can be subjected to an arranged referral fee.
- PASRS Industry Members should arrange for personalized initial interviews of clients and tours of homes and facilities when possible.
- Prior to tours of homes or facilities, PASRS Industry Members should review the most recent DHS surveys when scheduling and planning tours of homes or facilities.
- PASRS Industry Members will not knowingly work with homes or facilities that may recover referral fees from residents or families of residents.
- PASRS Industry Members will familiarize themselves with the Arizona Revised Statutes and Arizona Administrative Code regarding assisted living law, with particular attention paid to residency agreements, referral fees, refund policies, termination clauses, and caregiver and manager training.
- PASRS Industry Members will not engage in the practice of moving or relocating a previously placed client for additional economic gain (known as “churning”).
- PASRS Industry Members will attend at least 50% of monthly (6) membership meetings during calendar year.
- PASRS Industry Members will acquire and maintain active business professional liability insurance in the amount of $1,000,000 per occurrence. Members will provide PASRS with proof of insurance at the time of membership initiation and at renewal each year.
- PASRS Industry Members should routinely familiarize themselves with the changing landscape of homes and centers in the community they serve, so as to always aspire to bring the best resources forward to their clients.
- PASRS Industry Members should assist the homes, centers, and residents in resolving any and all questions regarding pricing, residency agreements, furnishings, services provided, and support services that may be indicated prior to the resident moving into the facility.
- PASRS Industry Member Agents should disclose and promote their membership with PASRS to their clients.