DAY TRAINING & HABILITATION (DT&H)
PARTICIPANT HANDBOOK
FOR
__________________________
This document is available in multiple languages and formats.
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Daim ntawv no yog muaj nyob rau hauv ntau hom lus thiab hom ntawv.
Tài liệu này có sẵn bằng nhiều ngôn ngữ và các định dạng
This handbook replaces any and all other handbooks.
Midwest Special Services, Inc.
DT&H Participant Handbook
Revised November 2014
INTRODUCTION ............................................................................................................................................. 3
MISSION STATEMENT ............................................................................................................................... 3
VISION STATEMENT .................................................................................................................................. 3
VALUE STATEMENT ................................................................................................................................... 3
MSS Values: ............................................................................................................................................... 3
MSS EMPLOYMENT PROGRAMS ................................................................................................................... 4
SPECIAL MINIMUM WAGE ............................................................................................................................ 4
Volunteering ............................................................................................................................................. 5
Pay Day...................................................................................................................................................... 5
LICENSING ..................................................................................................................................................... 5
ADMISSION ................................................................................................................................................... 5
REFERRAL PROCEDURES ............................................................................................................................... 6
HOW ARE THE SERVICES YOU RECEIVE PAID FOR? ....................................................................................... 7
ACCOMMODATIONS ..................................................................................................................................... 7
PROGRAM STAFF QUALIFICATIONS .............................................................................................................. 8
CSSP-A ........................................................................................................................................................... 9
THERAPY/ SUPPORT SERVICES .................................................................................................................... 10
MEDICATIONS/MEDICAL PROCEDURES ...................................................................................................... 10
TRANSPORTATION ...................................................................................................................................... 11
RIGHTS AND RESPONSIBILITIES ................................................................................................................... 11
Service-related rights .............................................................................................................................. 11
Protection-related rights......................................................................................................................... 13
Responsibilities ....................................................................................................................................... 16
CONFLICT OF INTEREST ............................................................................................................................... 16
VULNERABLE ADULTS ACT .......................................................................................................................... 17
SUSPENSION................................................................................................................................................ 17
DISCHARGE.................................................................................................................................................. 18
Voluntary Discharge ................................................................................................................................ 18
Involuntary Discharge ............................................................................................................................. 18
Discharge Planning .................................................................................................................................. 18
ATTENDANCE .............................................................................................................................................. 18
HOLIDAYS/ PROGRAM CLOSINGS ............................................................................................................... 18
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PERSONAL BELONGINGS ............................................................................................................................. 19
MEALS ......................................................................................................................................................... 19
WORKER REPRESENTATIVE COMMITTEE .................................................................................................... 19
DRESS CODE ................................................................................................................................................ 19
CIVIL RIGHTS................................................................................................................................................ 19
HARASSMENT.............................................................................................................................................. 20
CONFLICT RESOLUTION............................................................................................................................... 20
GRIEVANCE AND APPEAL PROCEDURE ....................................................................................................... 20
Policy ....................................................................................................................................................... 20
Procedure................................................................................................................................................ 20
DATA PRIVACY STATEMENT ........................................................................................................................ 21
IN CONCLUSION .......................................................................................................................................... 22
COMMUNITY HEALTHCARE RESOURCES .................................................................................................... 23
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INTRODUCTION
W
elcome to Midwest Special Services (MSS). This handbook has been prepared to advise you
of your rights and responsibilities as a participant in one of the Day Services Facilities (DSFs)
that is operated by MSS. If there is anything you do not fully understand, please ask your
MSS Designated Coordinator for clarification.
MSS is dedicated to providing day services to adults, 18 years of age or older, who have intellectual and
developmental disabilities, autism spectrum disorder, or are considered medically fragile. Our program
is designed to support you with becoming as self-reliant as possible and to help you to be an active
member of your community. We offer our services Monday – Friday from approximately 8:00 a.m. 4:00 p.m. You can expect to receive instruction in the following areas: Creative Arts, Vocational Skills,
Adaptive Living Skills, use of Community Resources/Volunteering, Sensory Integration, and Recreational
Skills.
MSS is governed by a volunteer Board of Directors, which meets throughout the year to review our
overall operation. Our Board members are selected for their expertise and have varied backgrounds,
which include rehabilitation, business and financial operations, legal consulting, human resources, and
residential services. Many of our Board members have a family member with a disability and all Board
members are interested in improving the lives of persons served.
It is MSS’ policy to provide Equal Opportunity to all persons in accordance with all applicable Equal
Employment Opportunity/Affirmative Action laws, directives and regulations of Federal, State and Local
governing bodies or agencies thereof.
Our organization will not discriminate against or harass any a person receiving services or applicant for
services because of race, color, creed, genetic information, religion, national origin, sex, sexual
orientation, disability, age, marital status, membership or activity in a local human rights commission, or
status with regard to public assistance
MISSION STATEMENT
The mission of MSS is to assist adults with disabilities to reach their personal goals and potential through
individualized services and supports.
VISION STATEMENT
It is the vision of MSS to be the premier provider of services, working in partnership with individuals
with disabilities, their families, and advocates to realize their goals and potential.
VALUE STATEMENT
MSS Values:
• The right of all people to be treated with respect and dignity in a healthy, safe, and welcoming
environment.
• The diversity of our community. This will be reflected in our policies, practices, governance, and
staff.
• Self-determination and active participation of people in our programs in all aspects of their lives.
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The development of quality relationships that foster the elimination of attitudinal, social and
economic barriers which impede the rights of people with disabilities.
The spiritual beliefs and customs of the people in our programs, our Board of Directors, staff,
and volunteers.
MSS EMPLOYMENT PROGRAMS
In addition to the Day Services, MSS operates a full-time Vocational Rehabilitation Program for people
who have a disability which has prevented them from obtaining or keeping a job in the community. This
Program consists of:
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Employment Day Services Training
Long-Term Sheltered Work Program
Work Activity Training Program
Placement and Supported Employment
Supported Employment Services
Work Evaluation and Work Adjustment
In the Vocational Services Programs, the primary focus is job training. The people enrolled in these
programs spend their day engaged in paid, hands-on work and/or participating in vocational related
skills training, or training in other life skill areas. If you would like to learn more about our Vocational
Services Programs, please contact your Designated Coordinator.
SPECIAL MINIMUM WAGE
Midwest Special Services, Inc. has a Special Minimum Wage Certificate (often referred to as a subminimum wage certificate) from the Federal Wage and Hour Office that allows us to pay people based
on their productivity, which may or may not be below the set minimum wage. MSS follows all Federal
Wage and Hour Regulations regarding pay procedures. There are two ways you can be paid: Piece rate
or hourly rate.
On piece-rated jobs, you are paid for each piece you complete. The more pieces you accurately
complete, the more money you will make. If you should have any questions about piece rates, you
should ask your Designated Coordinator.
Some jobs are paid by the hour instead of by the number of pieces completed. When working on these
jobs, people receive hourly wages based on their determined hourly rate times the number of hours
worked. MSS staff does what is called a performance measurement or time study on each worker to
determine what their hourly rate is. These are redone and reviewed every 6 months (at minimum) to
ensure we are paying you fairly. Your Designated Coordinator will review your hourly rates with you.
Workers paid under Special Minimum Wage Certificates shall be paid wages commensurate with paid
experienced workers that do not have disabilities, employed in the vicinity in which they are employed
for essentially the same type, quality, and quantity of work. The piece rate shall be based on the
standard production rates and the prevailing industry wage rate paid experienced workers in the vicinity
for essentially the same type and quality of work or for work requiring similar skills. Any work
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measurement method used to establish piece rates shall be verifiable through the use of established
industrial work measurement.
If you work more than 40 hours in one work week, Friday through the following Thursday, you will be
paid at your overtime rate for each hour over 40 hours that you worked. This means that you would be
paid one and one-half of your regular rate of pay for all hours worked in excess of 40 hours per work
week.
If your production time is interrupted, you will be paid for the amount of time you have to wait. This
happens when equipment you are using breaks down and you have to wait while it is being repaired, or
when a new job comes in and you have to wait while the job is being set-up. While you are waiting, you
will be paid at minimum wage or your otherwise determined hourly rate. Workers will not be paid if
they refuse to work or leave the work area for an extended period of time for personal reasons (i.e.
personal phone calls, socializing in the lunchroom, taking extra breaks, etc.).
If you have concerns regarding the pay system, please talk with your Designated Coordinator. You may
also address questions to Administrator of the Wage and Hour Division, Employment Standards
Administration, U.S. Department of Labor, Frances Perkins Building, 200 Constitution Avenue, NW,
Washington, D.C. 20210.
Volunteering: MSS offers the opportunity for you to do volunteer work. These are jobs such helping
with Feed My Starving Children, Meals on Wheels, helping at a food shelf, etc. You do not get paid for
your time when doing volunteer jobs. You have the right to decline any volunteer opportunity. Your
Designated Coordinator will explain to you what any volunteer opportunity entails, and you can decide if
you wish to do the work described.
Pay Day: The workweek starts at 12:01 a.m. on Friday and ends at midnight on Thursday. You will be
paid by check every other Friday for work done during the previous payroll period. For example, if the
payday was on Friday, January 25th the pay check that you receive on that day would be for all work
done during the last payroll period, which would be from the morning of January 4 th up until midnight
on January 17th. Your MSS Designated Coordinator can give you a copy of the payroll period schedule.
LICENSING
MSS is licensed by the Minnesota Department of Human Services and abides by all applicable rules and
guidelines set forth by Minnesota Statues, Chapter 245D. The Vocational Rehabilitation Component of
the Day Services operates under a Sheltered Workshop Certificate from the Federal Wage and Hour
Office of the Department of Labor.
The Day Services and other MSS programs are accredited by CARF. More information about CARF can
be found at www.carf.org.
ADMISSION
MSS makes every effort to serve all individuals who may benefit from our program. Admission is
dependent on a number of criteria, including having a desire to attend an MSS program, having a
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documented disability, residing within our transportation service area, having a current medical
evaluation, being eligible for funding,
We operate six locations: St. Paul, Shoreview, Apple Valley, Brooklyn Park, Eagan, and Oakdale. While
we always attempt to take individual program preference into consideration when enrolling people,
your location assignment may depend upon available openings, what funding sources you will be using,
which program area best meets your specific needs, and the transportation that is available. All
programs have a maximum capacity as set by the Department of Licensing. Our current capacities at the
program centers are:
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St. Paul Center – 110
Shoreview Center – 72
Apple Valley Center – 60
Brooklyn Park Center – 52
Eagan Center – 80
Oakdale Center - 40
REFERRAL PROCEDURES
If you are seeking admission, then you or your representative should contact the Program Director. You
will then receive an intake packet. Return all completed intake forms to the St. Paul center. Once the
referral is complete, your assigned Designated Coordinator will notify you, in writing, the decision as to
whether or not you are accepted into the program. The letter will include your estimated admission
date, and will be routed to all members of your Support Team.
In the event that a program is full and is not able to admit applicants, a waiting list for services will be
maintained.
1. You will be notified in writing that the program is not able to admit new individuals. Applicants
will also be notified if an appropriate alternative center/program is available, provided that the
applicant meets all entry criteria for that center/program and resides within the alternative
center’s transportation service area.
2. Whenever an opening occurs, admittance to the program will be offered to each person on the
waiting list on the order in which they have been referred, i.e. whoever has been on the waiting
list for the longest period of time will be offered admittance.
3. If you are on a waiting list but not able to accept the offer of admittance within a reasonable
time, i.e. 2-3 weeks, then the offer will be withdrawn and extended to the next person on the
list. You would, however, retain your position on the waiting list.
Individuals who are not accepted into the program will receive a written explanation as to why their
application has been denied and will be advised of the appeal procedures available to them under
Minnesota law should they wish to contest the decision. They will also be given information on other
services, either at MSS, or from other service providers, for which they may be eligible.
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Copies of this letter will be routed to the applicant’s Social Worker, legal representative, caregiver, and
any other party designated by the applicant and/or his or her legal representative.
HOW ARE THE SERVICES YOU RECEIVE PAID FOR?
In most cases there will be no cost to you for the services you receive at MSS. Almost every person in
the Day Services Program is funded through a third party source, usually the county in which you live or
by your Medical Assistance coverage. In most cases one of the following types of funding will pay for
the services that you receive at Midwest Special Services.
Funding Sources include:
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CCSA (Children & Community Services Act) – If you live at home or in a nursing home this could
be your funding source.
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Title XIX – If you live in an ICF-MR or a nursing home this would be your funding source.
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Waiver – If you live in any other type of residential facility or family home and you have a
developmental disability, this could be your funding source.
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BI Waiver - If you have a Brain Injury, this could be your funding source.
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CADI Waiver - Community Alternatives for Disabled Individuals.
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Private Pay – Midwest does accept people on a “private pay” basis. If you are ineligible for
state/county funding, but still would like to receive services in our program, you can pay us
directly for services. A County Case Manager could work with you to determine which type of
funding you will receive.
If you would like more information about these funding sources you can also contact your Designated
Coordinator.
ACCOMMODATIONS
We are committed to reducing barriers so that you can get around in our buildings and participate fully
in the activities that we offer.
All of our buildings are fully accessible. All centers have power-assisted entrance doors, fully accessible
kitchens, and fully accessible bathrooms. Our hallways are wide and we always keep aisles and
walkways clear for people that use wheelchairs. There are places for you to keep your personal items,
such as hats, coats, backpacks, etc. Some centers have dedicated art rooms, while others have large
production areas to accommodate people that prefer to concentrate on vocational activities. With the
exception of the production area at the St. Paul Center, all buildings are air-conditioned during the
summer.
If you need assistance transferring out of your wheelchair, we will use a mechanical lift to assist you.
Using mechanical lifts is safer than manual lifting for you and for our staff. We will work with you and
your Support Team to determine the best method to support your transfers. You may be asked to
supply MSS with a personal sling that we can use when helping you transfer out of your wheelchair. If
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for some reason it is unsafe for you to use a mechanical lifting system, we will work to identify a
different way of transferring you that is comfortable and safe for you and our staff.
We routinely make modifications and reasonable accommodations that allow and encourage you to
participate in activities and to be as independent as possible.
Examples include:
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Handrails in most of our hallways,
Adaptions to computers (screen readers, touch screens, large print, etc.) to help people
interested in using computers,
Specialized eating utensils (built-up forks, spoons, etc.) that are easy to hold,
Recliners and mat tables for comfort, changing positions, and therapy exercises.
Modifications to art equipment such as paintbrushes, clay working tools, and weaving looms
so that you can fully explore your artistic talents and interests
Modifications or adjustment to the subcontract work that we have available at our centers
so that you can participate in paid work activities.
If you feel that you need some additional adaptions or accommodations, please discuss this with your
Designated Coordinator. There are many things that we can do to help you fully participate in the
activities of your choice. We want to get your input and ideas.
There are some things that we do not provide. We do not provide wheelchairs or wheelchair
modifications, walkers, most medical equipment, etc. However, our staff can help you to identify
resources about how you can purchase the equipment you need.
PROGRAM STAFF QUALIFICATIONS
Each person in the DTH Program will be assigned to a Designated Coordinator (DC). Your DC is a
member of your Support Team and will advocate on your behalf to help you participate as fully as
possible in developing your Coordinated Service and Support Plan Addendum (CSSPA). Your DC is also
your main contact person at MSS – the person you should call if you need information or have concerns
about your individual services. All DCs at MSS meet the educational and experience requirements set
forth by the Department of Human Services. These qualifications include having a minimum of a fouryear degree and one year of FTE in direct care, a two-year degree and two years of FTE in direct care, or
a diploma from an accredited post-secondary institution and three years of FTE in direct care
You will also work each day with several Direct Support Professionals (DSPs). DSPs are trained in all
aspects of direct care. Some of our DSPs have specialized training to work in our programs for people
with autism and with the aging population of the persons served in our CARES program (Seniors). All
DSPs are certified in First Aid. Many are certified in Medication Administration, CPR and AED, along with
other specialized medical equipment such as G-tubes, catheters, insulin monitoring, etc. MSS will work
with our Nurse Consultant and other professionals as needed to ensure your medical support needs are
incorporated into your day at MSS. Designated Coordinators and Direct Support Professionals are
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trained in all relevant laws and rules set forth by the State of Minnesota and MSS. DCs and DSPs that
work directly with you will also know your CSSPA and your IAPP and will be able to provide
individualized support that you may need.
MSS requires that all staff that drive for agency business have a clean driving record and to have
completed a driver training program that is tailored to the type of driving they will be doing for MSS.
MSS values your input on the hiring of our staff. A trial day for potential new staff may be set up so that
you would have an opportunity to spend time with them and give your feedback. You have the right to
provide input regarding the staff you wish to work with in the program area or group you are assigned.
Should you wish to work with a different staff member, bring this to the attention of your Designated
Coordinator, the Program Supervisor, or Program Director and we will make every effort to
accommodate your request.
CSSP-A
Every participant at MSS will have a CSSP Addendum. This is a written plan that outlines your long-range
goals and short-term objectives. Objectives are specific services you will be receiving and things that
you will be doing and learning at MSS in order to reach your long-range goals. You have the right and
the responsibility to participate in helping create and update your CSSP Addendum. Goals and
objectives will focus on one or more of the following areas depending upon your individual needs and
interests:
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Vocational: center and community based work opportunities
Independent Living
Leisure/Recreation
Sensory
Creative Arts
Volunteerism
CSSPAs are developed at Support Team meetings. Team members can include yourself, your County
Case Manager, your MSS Designated Coordinator, DSPs, your legal guardian, and your residential
provider. Your Extended Support team may include other providers from whom you are receiving
services as well as other family members, friends, or advocates that you wish to participate in your
meetings.
Your first support team meeting will be held within 45 days after you have started receiving services at
MSS. Support team meetings must occur on an annual basis. Additional meetings may be held as
needed or requested by team members.
As part of the annual meeting, you and your Support Team will be asked if MSS remains the most
desirable program for you. If you or a team members feel that MSS can no longer meet your needs,
alternatives for programming will be discussed and reviewed to ensure that you can receive services in a
program that can best meet your needs.
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You and your DC will review your CSSPA at least annually, or more frequently if requested. Your DC will
prepare written annual reports detailing your progress on goals and objectives. These reports will be
given to you and the other members of your support team. The reports will prepared annually unless
otherwise specified in the CSSP written by your county case manager. If you, your family, or other team
members should ever have questions about your CSSPA, you should discuss your concerns with your DC
as soon as possible.
MSS provides reasonable accommodations for participants’ behavioral patterns with regard to program
conditions and practices. All of our staff are trained in meeting the needs of people with a wide range of
behavioral challenges and are respectful of individual desires and personalities.
Occasionally, however, problems may arise. If you display a pattern of inappropriate behavior prior to
admission or if you develop challenges while you are in the program, a plan of intervention may be
developed with you and your extended support team to help you learn new ways to manage behaviors
that may interfere with your ability to reach your goals or be successful.
If a referral is needed for additional behavioral supports, your MSS DC can help find resources to arrange
this with you.
If you have a complaint about the services you are receiving and you have not been able to resolve it by
informal discussion with your DC or your Program Director, you should follow the steps outlined in the
Grievance Procedure, the Appeal Procedure, or the Data Privacy Statement, which are found in this
handbook.
THERAPY/ SUPPORT SERVICES
MSS does not have licensed Physical, Occupational, or Speech Therapists on staff. However, some of
our locations have contracted therapists on site that are employed by a different company.
While we prefer that all therapy services are provided by licensed personnel, carryover programs may
sometimes be provided by unlicensed staff. In these cases, a licensed therapist must sign off on the
therapy plan and train MSS staff at least annually. If we decide that we are unable to provide your
therapy program, we will send you and your team members a letter explaining the reason(s) why that is
the case. If referrals for therapy/support services are requested, MSS will advise the support team to
coordinate this with their physician.
MEDICATIONS/MEDICAL PROCEDURES
If you have special medical needs, MSS will make every effort to accommodate your individual
requirements. You or someone on your support team should discuss this with your DC. MSS will need a
copy of the doctor’s order for any mediations and medical procedures that you need assistance with.
You must supply your medication and equipment that you use for medical procedures, and we will keep
your medication in a locked area. Annually, you will need to provide MSS with a summary of your
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physical examination, a list of medications that you are taking and a seizure protocol (if applicable). All
of these documents must be signed by a doctor.
Your staff will receive training before helping you with any medical procedure. This will include
becoming certified to pass medications and being tested by MSS’ Nurse Consultant to ensure
competency in a variety of skills. Some of the skills include administering medications, using g-tubes,
nebulizers, catheters, vagus nerve stimulators (VNS), diabetic care, changing colostomy bags, oral care,
and cleaning wounds. Staff are also trained in CPR/AED, 1st Aid and how to use the Health Care Manual,
which contains medical instructions for many different issues and procedures.
There are a few medical procedures and medications that we are not able to help you with, so please
discuss all of your medical needs with your DC as soon as possible.
If you have a serious medical emergency, we will call 911. If you need to go to a hospital, whenever
possible, we will use the hospital of your choice unless the emergency medical personnel transporting
you recommend that a different hospital be used.
TRANSPORTATION
MSS will coordinate plans for your transportation to and from the program. If you know you are going
to be absent on a particular day, you should notify your MSS center as early in the morning as possible.
You will be given the specific procedures for calling in at your individual center. Transportation will be
provided for all of your outings, mobile work crews, and other activities related to your programming.
MSS does not provide or arrange transportation to your medical appointments or other non-program
related appointments or activities.
RIGHTS AND RESPONSIBILITIES
Service-related rights
A person’s service-related rights include the right to:

Participate in the development and evaluation of the services provided to the person.
You have the right to fully participate in the development and evaluation of the services you receive
from MSS. Your support team is available to assist you in obtaining and maintaining services that
meet your unique needs and wants. We encourage you to let MSS know what services you need
and want and upon evaluation, how we can modify the services to better meet your desired service
outcomes.

Have services and supports identified in the Coordinated Service and Support Plan and/or
Coordinated Service and Support Plan Addendum provided in a manner that respects and takes
into consideration the person’s preferences according to the requirements in MN Statutes, section
245D.07 and 245D.071.
MSS is dedicated to providing you with person-centered planning and services that are based upon
what you want and need. You have the right to participate fully in the development of the services
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we provide you and to evaluate those services. Please understand that you may notify us of your
needs, interests, preferences, and desired outcomes. With more and continuous communication
between us, we will be able improve the services to you and to the best of our ability.

Refuse or terminate services and be informed of the consequences of refusing or terminating
services.
You have the right to refuse or stop the services being provided to you through MSS. If you are not
satisfied with your services, you may discuss your concerns and dissatisfaction with us at anytime.
All discussions regarding this right will be taken seriously by everyone you speak with. Further
discussions may also include information and/or conversations with your support team. By refusing
or terminating services, you may have a difficult time receiving the same services again from MSS if
you choose to do so again in the future.

Know, in advance, limits to the services available from the license holder, including the license
holder’s knowledge, skill, and ability to meet the person’s service and support needs
We will notify you prior to service initiation if there are any limits to the services that we will
provide. If you are not satisfied with the limitations, you may consider all options available for
services to meet your needs. During the time you are receiving services from MSS, if there is any
change in service provision or a limitation in service is planned, we will notify you of this in a written
format at least 30 days prior it the implementation of the limitation. Based upon this notification of
the limitation, you may decide if we are still able to effectively meet your needs.

Know conditions and terms governing the provision of services, including the license holder’s
admission criteria and policies and procedures related to temporary service suspension and
service termination.
MSS’s Policy and Procedure on Admission contains information on our admission criteria. We will do
what we can, according to this policy and criteria, to provide you with services. If this is not
possible, you have the right to know why the company is not able to meet your needs. If we are no
longer able to continue providing you with services, you have the right to know what the procedures
are in the Policy and Procedure on Temporary Service Suspension and Termination that direct how
that will occur. You will always receive an explanation of what is occurring and why it is happening,
in a way that you can understand. This procedure will be followed with consideration and respect
for you and your support team members.

A coordinated transfer to ensure continuity of care when there will be a change in provider.
Regardless of the situation that brings forth a change in service provider, MSS will clearly inform the
other service provider of necessary information regarding your services and care. We will continue
to provide you with services until you leave MSS at which point we will consider services to be
ceased. You have the right to a smooth and seamless transfer that is coordinated, as much as
possible, with your next service provider to ensure your care.

Know what the charges are for services, regardless of who will be paying for the services, and be
notified upon request of changes in those charges.
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We will provide you with information regarding the charges for the services to be provided at the
time of service initiation regardless of where the funding originates. If the charges for the services
change, we will provide you with that change, if you request the information. You may do this at
any time and we will meet the request as soon as possible.

Know, in advance, whether services are covered by insurance, government funding, or other
sources, and be told of any charges the person or other private party may have to pay.
Services provided to you by MSS will be charged to the correct payment source. This may include
government assistance, insurance, or a private source such as yourself or family. All services will be
for your benefit and health and will not include services that are unnecessary. If you will pay for
some of your services, we will work with you and your team on determining payment schedules and
how that process will occur.

Receive licensed services from an individual who is competent and trained, who has professional
certification or licensure, as required, and who meets additional qualifications identified in the
Coordinated Service and Support Plan and/or Coordinated Service and Support Plan Addendum.
The services you receive from MSS will be provided to you by staff members that have received
extensive training on keeping you safe and healthy. Staff must demonstrate that they understand
the training and can implement the information as learned in applicable areas. If you or your case
manager thinks that our staff needs additional training and/or additional training is written into your
Coordinated Service and Support Plan, our company will ensure that staff receives this training.
Protection-related rights
A person’s protection-related rights include the right to:

Have personal, financial, service, health, and medical information kept private, and be advised of
disclosure of this information by the license holder.
Your information will be private at all times except for case consultation, treatment, and discussion.
MSS will ensure that only those records needed for the appropriate care, treatment, and delivery of
services are made available to those individuals who are directly involved in that delivery. Staff will
not unnecessarily duplicate records. If disclosure of your private information is necessary, you may
be aware of who received the information, the date of receipt, the nature and type of the
information disclosed, and the purpose or intent of their receipt of that information.

Access records and recorded information about the person in accordance with applicable state
and federal law, regulation, or rule.
You may access your records at any time as requested, and if needed, may have copies free of
charge. MSS will follow all laws, regulations, or rules regarding privacy including the Health
Insurance Portability and Accountability Act (HIPAA), the Minnesota Data Practices, MN Statutes,
chapter 13, and the Home and Community-Based Services Standards, MN Statutes, chapter 245D.

Be free from maltreatment.
You have the right to live without the fear of abuse, neglect, or financial exploitation. If any of these
were to occur, MSS has policies and procedures in place to ensure your ongoing and future safety
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and the safety of others. Staff are trained in the Vulnerable Adult Act and the Maltreatment of
Minors Act and understand what maltreatment is, how to prevent it, and what to do if it occurs.
Staff will follow established maltreatment reporting requirements and procedures found within
company policy and MN Statutes.

Be free from restraint, time out, or seclusion except for emergency use of manual restraint to
protect the person from imminent danger to self or others according to the requirements in MN
Statutes, section 245D.06.
You have the right to receive services in the least restrictive setting possible and to have positive
support strategies in place to assist you in managing symptoms of a mental health diagnosis and/or
related behaviors. Staff are trained on positive support strategies and will assist you in minimizing
risk to yourself or others in challenging situations. If an emergency use of manual restraint is
necessary and implemented, it will only be implemented as the last resort and with the least
restrictive intervention needed to obtain safety to you and others. Staff are trained in proper
response and reporting procedures and will follow them as directed by policy and MN Statutes.

Receive services in a clean and safe environment when the license holder is the owner, lessor, or
tenant of the service site.
We value maintaining the service or program site in a clean and safe environment and you have the
right to receive services in that type of setting. If you have concerns regarding how the service site
is maintained, please notify your DC, who will take your concern seriously and notify appropriate
personnel. It is important to maintain the environment in a clean manner to reduce the risk of
communicable disease and to promote the health and well-being of all persons served and staff.

Be treated with courtesy and respect and receive respectful treatment of the person’s property.
Staff will do all that they can to respect you as an individual and other aspects of your life including
your property. Other individuals will also be encouraged to treat everyone and their property with
consideration and respect. If you feel that you or your property are not being treated with courtesy
and respect by the company, staff, or other individuals; you have the right to complain about that
treatment. MSS is committed to listening, understanding, and resolving any complaints or
grievances from individuals.

Reasonable observance of cultural and ethnic practice and religion.
You have the right to observe and participate in activities of cultural and ethnic practice or religion
of your choice. Knowledge and information of your culture, ethnicity, and religion should be
provided to the company to accommodate reasonable observation. The company’s schedule may
include observation of numerous cultural, ethnic, and religious activities for which you may choose
to participate.

Be free from bias and harassment regarding race, gender, age, disability, spirituality, and sexual
orientation.
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Each individual is a unique person and has the right to live, work, and engage in environments that
are free of bias and harassment. Each staff person will encourage you to express your individuality
and will not judge, harass, or act in any way that can be construed as biased or harassing.

Be informed of and use the license holder’s grievance policy and procedures, including knowing
how to contact persons responsible for addressing problems and to appeal under section 256.045.
At any time, you may contact your legal representative, case manager, an advocate, or someone
within the company if you are not satisfied with services being provided in order to make a formal
complaint. The policy on grievances will be followed and all complaints will be taken seriously with
the intention of a beneficial resolution to the issue. MSS has a grievance policy that will be
explained to you upon service initiation and more frequently if desired by yourself or your legal
representative. This policy includes information on who to contact for addressing problems and your
right to appeal a decision. The right to appeal may be found in Minnesota Statutes, section 256.045
which can be accessed on the MN Office of the Revisor’s web site: https://www.revisor.mn.gov/.

Know the name, telephone number, Web site, e-mail, and street addresses of protection and
advocacy services, including the appropriate state-appointed ombudsman, and a brief description
of how to file a complaint with these offices.
Should you choose to voice a grievance, you will not be retaliated against. You may be provided
with contact information for persons and agencies that can assist you. Staff may explain how to
contact them and how to file a complaint with those agencies or offices. A list of contact
information for protection and advocacy agencies are listed at the end of the Policy and Procedure
on Grievances.

Assert these rights personally, or have them asserted by the person’s family, authorized
representative, or legal representative, without retaliation.
MSS will allow and encourage the exercising of these rights as persons of this service provision and
as citizens of the United States. Staff and others in MSS will actively assert your rights on your
behalf and will not wait for you to do so. Your family, authorized representative or legal
representative also has the right to assert these for you and on your behalf without retaliation.

Give or withhold written informed consent to participate in any research or experimental
treatment.
You have the right to know all terms and conditions regarding any type of research or experimental
treatment and have those explained to you in a manner in which you understand. Information will
be provided to you in as much detail as known before you make a decision. You may consult with
your legal representative or other support team members before making a final informed consent or
refusal.

Associate with other persons of the person’s choice.
You may choose to spend time with others of your choice and to have private visits with them,
unless that visit infringes on your health, safety, or well-being. Staff or anyone in MSS cannot tell
you with whom you can be friends; that is your choice. Your friendships should be encouraging,
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safe, and beneficial. If someone wants to visit with you, you have the right to meet or refuse to
meet with them.

Personal privacy.
You have the right to spend time alone and to close your door for privacy. If staff or other persons
do not recognize that you want to be alone, you can tell them without fear of reprisal. Staff will
knock on the door and gain consent before entering your bedroom or bathroom where you are
spending time alone, except in emergencies. Time alone may be spent as you choose unless being
alone will infringe on your health, safety, or well-being.

Engage in chosen activities.
You have the right to refuse or engage in the activities planned by you, your family, your support
team, staff and other persons. If you want to do an activity or go somewhere, you have the right to
express that desire. Some activities may cost money, and you may have financial resources to do
these activities; but other activities may require that you save your money before participating in
them. Staff will also ensure that your right to participate in activities of commercial, religious,
political, and community groups without interference is exercised without being denied.
Responsibilities
You have the responsibility to:
 Treat other participants and MSS staff in a respectful manner;
 Be as active as possible with creating your support plan;
 Observe all rules and safety practices at MSS;
 Keep all appointments scheduled with MSS or to notify MSS as soon as possible if you
need to change an appointment;
 Approach all tasks and testing with a “willingness to try” attitude and to provide the
staff with honest feedback;
 Bring problems that are affecting you to the attention of the staff;
 Use the Grievance and Appeal Procedures appropriately and in the steps outlined;
 Respect the privacy of other participants;
 Help with your medical matters;
 Keep MSS informed if your medical status changes or if you change the type, dosage, or
schedule of any medication even if you do not take this medication at MSS;
 Alert a staff person if you have concerns about any suspected maltreatment of yourself
or another participant.
CONFLICT OF INTEREST
All of your staff at MSS are expected to maintain employment that is free from any conflict of interest.
Examples of situations that could lead to a conflict of interest, and therefore must be disclosed, include:

Working in a residential facility, or any other type of paid or volunteer employment
outside of MSS, with a person served in a MSS program.
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Socializing during non-work hours with a person served by the agency.
Serving as a guardian or other type of legal representative of a person served in an MSS
program.
Being related to a person served in an MSS program.
VULNERABLE ADULTS ACT
The Minnesota Vulnerable Adult Act requires that all staff and volunteers at MSS report any suspected
maltreatment of you or any other program participant to the County Department of Human Services
through an office known as the Common Entry Point (CEP).
If you feel that you have been mistreated or neglected, tell a MSS DC, Program Supervisor or your
Program Director and they will assist you in making a formal report, if necessary. You may also call the
CEP yourself without anyone else’s knowledge.
The phone numbers for local county CEP’s are as follows:
Ramsey County: 651-266-4012 (day) or 651-291-6795 (evening)
Hennepin County: 612-348-8526
Dakota County: 651-554-6000 (day) or 952-891-7171 (evening)
Anoka County: 763-422-7168
Washington County: 651-430-6484
The person at the CEP will assist you in making a confidential report. They will require you to give them
as much information as possible about the incident and will also ask for your phone number and address
so they can contact you later to follow up on the report.
If you make a report, it is against the law for MSS or any of their employees to retaliate against you. It is
also against the law to file a report that you know is untrue.
SUSPENSION
MSS has the right to suspend you from the program if you display behaviors that may be dangerous to
yourself or others. Suspension may also be utilized if there is a breakdown in communication with your
Support Team, which impacts our ability to work with you. If MSS decides to suspend you, we will notify
you and your team and provide you with a copy of our Service Suspension and Discharge/ Procedure. In
addition, MSS will take steps to assist you in making necessary changes that will allow you to resume
your services.
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DISCHARGE
Voluntary Discharge: You can voluntarily leave MSS at any time. If you want to resign from your job or
request a “transfer” to another program at MSS, we request that you talk with your MSS Designated
Coordinator at least 2 weeks before you plan to leave or transfer so we may help you in your transition
to new services.
Involuntary Discharge: For a variety of reasons, MSS may choose to discharge you from your program.
This is rarely done but could occur due to reasons such as funding issues, behavioral issues, or
communication issues within your support team. If MSS is considering an Involuntary Discharge we will
notify all members of your support team prior to the discharge. We will work with you and your support
team to minimize or eliminate the presenting issue. If the presenting issue is unable to be resolved we
will provide recommendations for alternative service providers that may better meet your needs.
Discharge Planning: Upon leaving MSS a discharge summary/report will be written and we will contact
you and/or your guardian at 30, 60, and 90-day intervals to determine if we may be of any further
assistance.
ATTENDANCE
MSS Day Services Facility program is open Monday through Friday with most centers providing services
from 7:30 a.m. to 3:30 p.m. Your exact schedule will be discussed at your intake meeting. You will be
expected to attend on a regular basis. Without consistent attendance it may be difficult for you to make
progress on your goals or participate in activities. It is also important for you to understand MSS does
not receive funding when you do not attend. Without funding it is difficult for us to maintain our
staffing and transportation levels.
If you need to be absent for a vacation, illness, or a medical appointment, please notify us as soon as
possible. When possible, please make every effort to schedule medical appointments early in the
morning or later in the day. This would allow you to attend the program for a partial day. Please be
advised that excessive absences may result in suspension or termination of services.
HOLIDAYS/ PROGRAM CLOSINGS
MSS observes a number of holidays each year. You will be given an agency calendar that reflects the
days we will not be open for services. Additionally, it may be necessary for us to cancel services due to
inclement weather. We will make every effort to contact you as soon as the decision to close is made
and would encourage you to watch WCCO news for closing announcements. In addition, we will post
news of closing on our website: www.mwsservices.org and our Facebook page:
www.facebook.com/seepossibility.
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PERSONAL BELONGINGS
Everyone is required to bring in a clean change of clothes and personal hygiene products (briefs, etc.)
each day. Please label clothes with your name. If for any reason you need to borrow some clothing
from MSS, please make sure that you return it as soon as possible. MSS is not responsible for theft or
damage of your personal belongings, so please refrain from bringing unnecessary or expensive items to
work.
MEALS
You will need to bring your lunch from home prepared according to your dietary needs. If you need
assistance with eating your lunch, MSS staff will assist you as directed by your CSSP Addendum. All
programs have microwaves and refrigerators for your convenience.
WORKER REPRESENTATIVE COMMITTEE
The Worker Representative Committee is comprised of individuals from each Center. Meetings are held
periodically and someone from the MSS Executive Team may attend along with staff from your program.
This meeting is to share ideas, exchange information and as a forum to improve communication
between workers and management.
DRESS CODE
MSS has a dress code that should be followed by all MSS staff and clients. Some of the dress code
regulations are also for safety reasons.





You need to wear clothing that is clean and properly fitting.
You should not have any writing, phrases, symbols or cartoons that may offend others,
such as things that ridicule or criticize others because of their race, gender, religion,
national origin, sexual orientation, disability, age, or income, etc.
You should wear comfortable shoes with no heals higher than 1 ½ inches and non-slip
soles. You may wear sandals in the summer as long as they are snug on your foot and
have non-slip soles. No flip-flops please!
You should wear proper attire for the weather.
If you are assigned to work in the community, your DC will discuss your work dress code
with you.
CIVIL RIGHTS
You have the right to file a complaint if you feel you have been discriminated against because of race,
color, creed, religion, national origin, gender, disability, age, marital status, sexual preference,
membership or activity in a human rights commission or status with regard to public assistance.
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Complaints may be made to the Department of Human Rights, 190 E. 5th St., Suite 700, St. Paul, MN
55101, or the Department of Health and Human Services, Washington, D.C. 20201.
Specific information about how you can access data, contest accuracy and completeness of data;
request data, etc. is available upon request.
HARASSMENT
Harassment is when someone says or does something to you that you do not like. Harassment may
come from other participants, workers, residential staff, and members of the community or an MSS
employee.
If you feel like you are being harassed or you don’t feel comfortable with a situation, you should talk to
your Designated Coordinator, Program Supervisor, or Program Director. We want this to be a
comfortable place for everyone.
CONFLICT RESOLUTION
If you are experiencing some sort of conflict with either a co-worker or staff, you are strongly
encouraged to talk about it with your Designated Coordinator. We are committed to providing a
comfortable environment for you. If you are feeling “bothered” by something, then you may not feel as
comfortable as you should while at MSS. Your DC will make every effort to assist you with resolving the
issue. If the issue does not get resolved with help from your DC, you are encouraged to talk to the
Program Supervisor or Program Director. From there, if necessary, you can follow MSS’ grievance
procedures by making a formal report to Lyth Hartz, MSS President. He can be contacted at 651-7781000 or in person at his office at our St. Paul facility, 900 Ocean Street, St. Paul, MN 55106.
GRIEVANCE AND APPEAL PROCEDURE
Policy
MSS is committed to approaching all complaints in a spirit of consultation, problem solving, and as an
opportunity to make improvements. Persons served and/or their legal representatives may file formal
complaints to the organization at any time via the procedures outlined below. There will be no
interference, coercion, discrimination, retaliation, or barriers to service for filing a complaint/grievance.
Procedure
If you have problem, dispute, or feel that you have been treated unfairly in some way, you are
encouraged to talk to a staff person who you feel comfortable with about your complaint or problem. If
they are unable to help you resolve the issue to your satisfaction, you should file a formal
complaint/grievance as follows:
1. Contact the Program Director and let him/her know the details of your complaint (either
verbally or in writing). The Program Director will address your complaint within two (2) days.
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2. If the complaint/grievance is not resolved to your satisfaction via step 1, you or your
representative may take your complaint to the President of MSS (either verbally or in writing).
Within ten (10) working days of receipt of the formal complaint, the President will respond in
writing regarding any actions to be taken to address the complaint.
3. If you are not satisfied with the outcome of step 2 above, you may appeal to the Chairperson of
the MSS Board of Directors, or the Chairperson’s designee in dealing with complaints. Within
twenty (20) days of receipt, the Board Chairperson or designee will respond in writing with the
final determination or actions to be taken.
If you are not satisfied with the final determination, or if you would like advocacy assistance at any point
in time in the complaint/grievance process, you may be referred to one or more of the following
organizations:
State of Minnesota Office of the Ombudsman for Mental Health and Developmental Disabilities
121 7th Place E, Ste 420, Metro Square Bldg
St. Paul, MN 55101
651-757-1800 or 1-800-657-3506 or MN Relay Service 711
Disability Law Center
Legal Aid – Mid Minnesota Legal Assistance
430 1st Avenue N, Suite 300
Minneapolis, MN 55401-1780
Phone: 612-332-1441, TDD: 612-332-4668, Fax: 612-334-5755
For clients enrolled in the Extended Employment program, grievances may be subject to binding
arbitration required by Minnesota Statutes, section 268A.07, subdivision 2. Refer to MSS Extended
Employment Program Grievances: Final and Binding Arbitration Process below.
DATA PRIVACY STATEMENT
MSS follows all State and Federal laws pertaining to data privacy. This includes the Minnesota Data
Privacy Act and the Health Insurance Portability and Accountability Act (HIPAA). All employees are
trained on these laws at least annually. All of your personal information will be locked and is only
accessible to you and MSS employees. Consent forms are used to get permission to use your name or
photograph for anything made public. If you feel your privacy has been compromised, you should
report this to your DC or Program Director.
If you feel information maintained about you is inaccurate, you have the right to file a letter of
disagreement. You also have the right to file an appeal of the decision with the Responsible Authority if
the accuracy and completeness of data is not settled to your satisfaction. The name and phone number
of the Responsible Authority and the Privacy Officer are posted at your center or are available by calling
the St. Paul Center at 651-778-1000.
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IN CONCLUSION
You will have many new opportunities and things to learn while at MSS. You will not be expected to
remember everything in this handbook, but you may wish to keep it so you can refer to it if you have
questions. Your DC and other MSS staff will always be happy to talk with you if you have concerns or
questions.
We hope that you find many opportunities for personal growth while you are at MSS and we are
committed to assisting you to reach your maximum potential.
This handbook does not constitute a contract between you and Midwest Special Services, Inc. It was
written to provide you with information about MSS. United States federal law, Minnesota State law,
and contractual agreements, when applicable, will supersede guidelines set forth in this Handbook.
No handbook can address every possible situation that could arise. Your Designated Coordinator,
Program Supervisor, or Program Director should be consulted whenever you have questions about a
particular situation.
WELCOME TO MIDWEST SPECIAL SERVICES, INC.!
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COMMUNITY HEALTHCARE RESOURCES
DMR Supplies
www.dmrsupplies.com
8823 Zealand Ave N, Suite O
Minneapolis, MN 55445
P: (763) 420-7828
F: (763) 420-7892
Email: [email protected]
Metro Crisis Coordination Program
www.metrocrisis.org
18986 Lake Drive East
Chanhassen, MN 55317
P: (612) 869-6811
F: (612) 869-6743
Innovative Therapy
Mary Danielson
Stephen Antonello, Ph. D.
Licensed Psychologist
1696 7th St NW
Buffalo, MN 55313
P: (612) 597-2975
F: (763) 682-1668
Email: [email protected]
Family Psychological Services
750 South Plaza Drive, Ste 104
Mendota Heights, MN 55120
P: (651) 688-2335
F: (651) 688-2669
Key Medical Supply, Inc.
www.keymedicalsupply.com
5910 Rice Creek Parkway, Ste 1000
Shoreview, MN 55126
P: (651) 792-3860
F: (651) 792-3867
Gillette Lifetime Specialty Healthcare
www.gillettechildrens.org
435 Phalen Boulevard
St. Paul, MN 55130
P: (651) 636-9443
Arc Greater Twin Cities
www.arcgreatertwincities.org
2446 University Ave. W., Ste 110
St. Paul, MN 55114
P: (952) 920-0855
F: (952) 920-1480
Email: [email protected]
PACER Center
www.pacer.org
8161 Normandale Blvd
Bloomington, MN 55437
P: (952) 838-9000
F: (952) 838-0199
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