Updated New Client Orientation Outline

To Be Delivered Verbally and in Writing On or Before the First Day of Service
Documented in the Medical Record by the Program Coordinator

1. Program Mission

• Our mission is to provide compassionate, person-centered behavioral health services that empower individuals to achieve their highest level of functioning, wellness, and independence.
• We are committed to delivering culturally responsive, recovery-oriented, and evidence-based care with respect for the dignity and rights of all individuals served.

2. Who Pays for Services & Billing Process

• Most services are funded through the Maryland Public Mental Health System (PMHS) using Medicaid (Medical Assistance).
• Our staff will handle authorizations and billing on your behalf.
• You may be asked to sign insurance or Medicaid-related consent forms.
• You will not be billed for covered services unless:
  • A co-pay applies
  • You receive services outside of the authorized scope
• Our staff can assist you with eligibility verification or coverage questions.

3. Introduction and Orientation Format

• Orientation is provided verbally and in writing on or before the first day of service.
• Interpreter services or accessible formats are available upon request.
• Orientation is tailored to your presenting needs and level of care.

4. Description of Services Available

• Overview of available services and treatment modalities.
• Purpose and process of the intake assessment.
• Overview of potential course of treatment and program participation.

5. Rights and Responsibilities of Persons Served

• Explanation of individual rights and responsibilities.
• Right to participate in person-centered planning and refuse services.
• Expectations for respectful conduct and communication.

6. Complaint, Grievance, and Feedback Procedures

• Clear steps for filing complaints and grievances.
• Internal and external contact points for appeals or complaints.
• Ways to Give Input:
  • Verbal feedback to staff or coordinators.
  • Anonymous comment boxes (if applicable).
  • Written surveys, town halls, or email suggestions.

7. Confidentiality Policies

• Overview of HIPAA and state confidentiality rules.
• Consent to treat and release of information procedures.
• Mandated reporting requirements (e.g., suspected abuse, self-harm).

8. Financial Obligations

• Explanation of any fees, co-pays, or client responsibilities.
• Information on insurance billing, payment plans, or public funding.

9. Program Rules and Behavioral Expectations

• Participation and attendance policies.
• Any restrictions on client activities or privileges.
• Behavior standards and disciplinary actions.
• How to regain privileges after a restriction.

10. Health and Safety Policies

• Policy on use of seclusion and restraint (if applicable).
• Nicotine, alcohol, and drug use restrictions.
• Rules about bringing medications or weapons into the facility.
• Emergency response and client safety risk protocols.

11. Facility Orientation

• Walkthrough or overview of facility layout.
• Emergency exits, fire extinguishers, and first aid kits.

12. Program Hours and After-Hours Support

• Regular business hours.
• On-call or emergency procedures during off-hours.

13. Crisis Intervention Services

• Overview of available crisis services.
• Contact information for internal and external supports.
• Role of staff in managing urgent clinical needs.

14. Transition and Discharge Criteria

• What qualifies a client for discharge or step-down care.
• Involuntary discharge process and appeal rights.
• Planning for continuity of care and aftercare referrals.

15. Family Involvement

• Family participation opportunities and boundaries.
• Consent rules for involving family in services.
• Family education resources.

16. Mandated Person Requirements (If Applicable)

• Requirements related to court orders or legal mandates.
• Missed appointment consequences.
• Staff responsibilities in reporting compliance.

17. Person-Centered Planning

• Client’s role in creating and updating treatment plans.
• Goal development and collaboration with the care team.
• Use of motivational incentives, if applicable.

18. Advance Directives

• Explanation of advance directives and their purpose.
• Assistance offered to complete and store directives.

19. Assigned Care Coordinator

• Introduction to assigned program coordinator or case manager.
• Identification of other staff involved in service delivery.

20. Documentation of Orientation

• Client signs an acknowledgment form upon orientation completion.
• Program Coordinator documents the orientation in the medical record.