SENIOR CENTER NAME as of 5/14/2024 Senior Center Policy and Procedures Template

Table of Contents

Introduction	5

Center History	6

Governance and Policy	7

Organizational Structure	7

Documents Maintained On-Site	7

Conflict of Interest Policy	8

Confidentiality Policy	9

Staff Volunteers Participants	10

Staffing	10

Staff Training	10

Home Delivered Meal Staff Training	11

Equal Employment Opportunity	11

Anti-Harassment	12

Ethical Conduct	12

Standard of Behavior	12

Contribution Policies	14

In-Kind Contributions	15

Fiscal Management	15

Monitoring	17

Center Evaluation Procedures	17

Areas of Evaluation:	17

Marketing	18

Targeted Demographic	18

Programs and Activities	18

Promotional Techniques	19

Monthly Newsletter	20

Press Releases	20

Facility Use and Standards	21

Hours of Operation	21

Emergency Closings and Late Openings	21

Physical Facility	21

Site:	21

Restrooms:	22

Emergency Requirements	22

Accident Procedures	23

Food Poisoning Procedures	23

Selling and Soliciting at the Center	24

Political Activities allowed at the Center	24

Children in the Center	24

Animals in the Center	24

Alcohol and Drugs	24

Weapon Policy	24

Parking	24

Posting Requirements	25

Food Service	26

Eligibility Criteria	26

Title III C-1 (Congregate Meals)	26

Title III C-2 (Home Delivered Meals)	26

Dietary Recommended Intake Requirements	26

Menu Approval Process	27

Site Prepared Food Procurement	28

Catered Food Procurement	28

Donated Foods	29

Food Storage	29

Food Preparation	29

Temperatures	30

Congregate:	30

Salad Bar:	30

Home Delivered:	30

Emergency Meal Delivery	31

Sanitation	31

Leftover Food	31

Congregate, and Home Delivered Meals	33

Congregate Meal Program Guidelines	33

Meal Signature Policies	33

Home Delivered Meal Program Guidelines	33

Home Delivered Meal Packaging	34

Delivery of Home Delivered Meals	34

Multipurpose Programs and Activities	36

Multipurpose Guidelines	36

Health Promotion:	36

Exercise:	36

Social and Recreation:	36

Multipurpose Services	36

Transportation Program Guidelines	37

Transportation Standards	37

Definitions	40

Forms	41

Example Forms……..…………………………………………………………………………………………………...42-46

Introduction

This template was created to give our Montana Area Agencies on Aging and Senior Centers an example of a manual format they can use to create Senior Center Policy and Procedures at their discretion.

This template is designed to provide examples of content to assist agencies and Centers in creating a manual that fits their unique needs and requirements. This document is intended to guide you in making your Senior Center's Policy and Procedures and should not be considered an official mandate.

Each Area Agency on Aging and Senior Center will have different needs and resources. We created this template with flexibility in mind. If a section does not meet your needs, feel free to use what works or expand on other areas to better cover your programs.

Much information is based on industry standards, regulations, and statutes. Please review Federal, State, and Local regulations and statutes before customizing this manual for your Center.

Center History

Insert local background on the Center.

Governance and Policy

Organizational Structure

Written documents shall establish the governance of the Center. This includes bylaws that establish responsibilities and outline the Center’s organizational structure. Federal, state, and local statutes, regulations, and policies should be considered when writing governing documents.

The Center shall have a written statement of its purpose and goals. These should be based on the needs of the seniors in the area that the Center supports and have measurable outcomes whenever possible. The Center’s governing bodies, staff, and participants will develop the Center’s goals and objectives. The planning process should include self-monitoring of goals and objectives.

The planning process should involve budget preparations that anticipate the resources needed to reach the Center’s purposes and goals. Administrative staff will prepare the budget with input from program staff, participants, and governing committees. The Center’s activities and services will dictate the resources required for the budget. The governing board should oversee the financial planning, management, record keeping, and reporting of the Center’s management staff.

The governing board should ensure that adequate insurance is provided for the Center.

An effective operation management policy should contain the following:

1. Employee and volunteer recruitment, hiring, probation, and dismissal policies.

2. Holidays, vacation, leave, and other benefits.

3. Employee and participant grievance and disciplinary actions.

4. Staff development, training, and performance evaluation procedures.

5. Mandatory reporting policy and procedures.

6. Communication channels for staff and participant input to management.

7. An affirmative action policy.

Documents Maintained On-Site

The following documents should be kept on file and maintained by the organization:

1. The Charter of the Center.

2. The By-laws of the Center

3. A member list of the Center’s governing and advisory entity. The list should include individuals’ names and contact information.

4. Organizational chart.

5. The Policy and Procedures Manual.

6. The Center’s vision, mission, purpose, and organizational structure.

7. A description of each of the Center’s programs and services.

8. The current approved budget.

9. A current audit.

10. Job descriptions for each of the Center’s positions.

11. Job applications and resumes for all personnel.

12. The Center’s most current evaluations, including participant satisfaction surveys.

13. The Center’s disaster plan.

These documents should be reviewed annually and revised as needed.

Conflict of Interest Policy

1. In all conflicts of interest, the interested parties must make a full disclosure, by notice in writing, to the full Board of Directors, including but not limited to the following situations:

A Board member who is related to another Board or staff member by blood, marriage, or domestic partnership.

A supervisory staff member is related to another staff member they supervise.

A Board member, their organization, or staff member of an organization who stands to benefit from a Center transaction that receives payment from the Center for any subcontract, goods, or services other than as part of their regular job responsibilities or as reimbursement for reasonable expenses incurred as provided in the By-laws and Board policy.

A Board or staff member who is also a member of the governing body of a contributor to the Center.

A volunteer who meets any of the situations or criteria listed above while working on behalf of the Center.

2. Following a full disclosure, the Board of Directors shall determine whether a conflict of interest exists. The Board will then vote to authorize or reject the transaction. The Board will then take any other necessary action to address the conflict and protect the Center’s best interests. The Board vote shall be a majority vote.

3. A temporary leave of absence from all Board activities is required for any Board or Committee members who are formally considering employment with the Center until the position is filled. The Board member’s elected term will not be extended because of the leave. The temporary leave of absence, indicating the period of the leave, must be submitted to the Secretary of the Center or the Center’s office. The Center will inform the Chair of the Board. The request will be presented to the board for consideration and action. The official minutes will record any requests and actions.

4. Anyone in a position to make decisions involving the spending of the Center’s resources who also stands to benefit from that decision must disclose that conflict as soon as it arises. They cannot participate in any final decisions.

5. This policy shall be given to all Board members, staff, or other key stakeholders. Each Board member, officer, and staff member shall sign and date the policy at the beginning of their term of service or employment and each year after. Failure to sign does not nullify the policy.

Confidentiality Policy

All information supplied by participants of the Center to staff, contracted employees, volunteers, and interns must be treated as confidential. Unless there is a clear need to know and a right to do so, the information should not be revealed to any unauthorized person, including other staff members. Staff, volunteers, participants, and any other individuals involved may face discipline, up to and including termination, for breaching confidentiality by releasing information to unauthorized individuals.

Staff Volunteers Participants

Staffing

1. The Center must employ adequate staff to assure satisfactory performance of all programs and activities provided.

2. The Center’s size and scope of services will determine the number and type (full-time or part-time) of staff required. The Center should have a Director.

3. If the Center has many participants who do not speak English, bilingual staff must be available.

4. The Center should provide opportunities for volunteers to assist in daily operations. These volunteers should be made up of seniors, students and community members.

5. A volunteer coordinator should be designated to recruit, provide meaningful and accessible volunteer opportunities, and provide initial and ongoing training.

6. Written job descriptions should be available for all staff and volunteer positions.

7. Employees and volunteers should have three references contacted before hiring, two of which are from persons they are not related to. Contact with authorities must be kept on file.

Staff Training

1. The Center must provide orientation and ongoing training for all volunteers and staff. Training areas include Congregate Meals, Home Delivered Meals, and Multipurpose Program services. Training sessions should be documented, and a training schedule should be developed annually.

2. All cooks should possess proper competencies and skills through experience, training, or certification. Montana State Law requires each food establishment to have a person-in-charge who is a Certified Food Protection Manager. This certification requires passing the ServSafe course. Review records to ensure one person on staff that handles the food is ServSafe certified. ServSafe courses can be found at https://www.mtretail.com/servsafe. The Center is responsible for providing training on all applicable food service requirements.

3. Staff and volunteers should attend training sessions other organizations offer whenever feasible and appropriate.

5. Staff and volunteers should receive comprehensive training during orientation and be provided ongoing training year-round. Supervisors should utilize various methods to obtain appropriate training, including outsourced training from other organizations, videos, and other educational media, staff meetings, training sessions, and individual study modules.

Home Delivered Meal Staff Training

1. To ensure the safety and well-being of participants, particular care should be exercised when training home delivery staff and volunteers. Staff and volunteers who deliver meals shall be at least eighteen (18) years of age. Volunteers under 18 may assist with the delivery process if accompanied and supervised by a Center-designated volunteer or staff member.

2. It is recommended that volunteers completing court-ordered community service hours or who are the result of any type of disciplinary action must never ride on any home-delivered meal route, nor have access to home-delivered meal records and participant information.

3. Home-delivered meal training should include the following:

Participant medical emergency response.

Appropriate homebound participant and caregiver interactions.

Methods to detect changes in participant functioning or status.

Homebound participant social needs.

Participant changes in physical or mental status reporting.

Barriers to service delivery reporting methods.

Equal Employment Opportunity

The Center will provide an equal opportunity for all employees in compliance with applicable state, local, and federal laws and without regard to non-work-related factors such as race, color, religion, creed, sex, national origin, age, disability, citizenship, marital status, status as a veteran of the Armed Forces, and sexual orientation.

Anti-Harassment

In a commitment to a healthy work environment, the Center must be free of any form of harassment, including sexual harassment based on gender, pregnancy, childbirth, or related medical conditions, as well as harassment based on race, color, creed, national origin, ancestry or citizenship, age, physical or mental disability, marital status, genetic history, sexual orientation or any other categories protected by law. Unlawful harassment of employees by managers, supervisors, or coworkers will not be tolerated. Harassment by employees or non-employees with whom its employees have a business, service, or professional relationship will not be tolerated. The Center will also protect employees from harassment by non-employees in the workplace.

Ethical Conduct

Use of intoxicating beverages or illegal drugs on the job or on the premises, unsatisfactory or unprofessional conduct, or insubordination at any time on the part of the staff could be grounds for dismissal. All conduct violations will be discussed and evaluated by the Director for further action.

Standard of Behavior

Inappropriate, abusive, or improper behavior could result in removal from the Center, suspension, or termination of the privilege of attending. All conduct violations will be discussed and evaluated by the Director for further action.

1. Anyone who appears to be under the influence of alcohol or illegal drugs while in or around the Center will be required to leave. Transportation will be arranged.

2. Abusive or defamatory language, threats, or physical violence will not be tolerated.

3. Participants within the Center are expected to have good personal hygiene and proper manner of dress.

4. Participants attending the Center should be able to function independently within the Center with the use of adapted equipment as needed.

Participant Grievance Procedure

1. Participant grievances should first be discussed with the Center Director.

2. The time, place and nature of the complaint should be recorded.

3. The Center Director will attempt to satisfy the grievance.

4. If the participant is not satisfied, the participant may, in writing, submit the grievance to the Chairman of the Center Board.

5. The Chairman will attempt to satisfy the grievance.

6. If the participant is not satisfied, the participant may, in writing, submit their grievance to the Executive Director of the AAA. At the discretion of the Executive Director, the Center Director and Chairman will be brought into the meeting.

7. The Executive Director will either uphold or reverse the decision reached at the local level. The Executive Director will inform the grievance participants by holding a conference with the participant, the Center Director, and the Chairman. Documentation will be kept on file.

8. If any party is dissatisfied with solutions proposed by the Executive Director, the party may appeal the decision, in writing, to the Executive Committee of the AAA Governing Board.

9. The Executive Committee will consider and weigh the facts of the grievance. If necessary, the Executive Committee will call any of the parties involved to clarify or elaborate further. The Executive Committee will then discuss the complaint and sustain or refute the Executive Director’s solution. The decision of the Executive Committee is final.

Finance

Contribution Policies

1. The Center will develop a suggested voluntary contribution for meals. The policy of the Center and its governing board determines the proposed voluntary contribution rate.

2. The non-eligible meal (guest) rate should cover the entire cost of preparing and serving the meal.

3. An opportunity for congregate and home-delivered meal participants to make a voluntary and confidential contribution will be provided.

4. To provide the privacy needed for participants, the contribution box shall have a barrier protecting the declaration or non-declaration of contributions. For confidentiality reasons, contribution boxes should be away from the front desk.

5. Participant contributions should be recorded as program income (revenue) in the budget. Contribution revenues must be reported and used for the specific service program from which it was received.

6. Participants should be encouraged to contribute whatever they can, whether it is higher or lower than the suggested amount. Participants’ inability or unwillingness to contribute must not exclude them from services.

7. Center volunteers should be offered the opportunity to contribute.

8. Participants should be periodically reminded of the value of contributions to services and programs.

9. Written contribution procedures should be given to home-delivered meal participants.

10. Suggested contribution posters should be posted at strategic locations throughout the Center. Locations should be included on or near the sign-in desk and on the contribution box.

11. Confidential methods to make contributions must be provided for participants. The Center will ensure that participants are not pressured to contribute by staff, volunteers, or other participants.

12. Receipts for contributions will be provided upon request from participants. Individual participant records and contribution habits of participants must not be maintained by the Center.

13. The non-eligible meal rate of the congregate meal will be charged to all guests and staff who eat lunch at the Center. The non-eligible meal price should be posted on or near the sign-in desk.

In-Kind Contributions

1. Any In-Kind Contribution may be counted if the contribution item is one the Center would have purchased.

2. The estimated value of the contribution should be fair and reasonable. If the value of the contribution is in doubt, it is better to under-value an item rather than over-value it.

3. Examples include: rent, furniture, recreational supplies, flowers, paper, food products, and lawn services.

4. The known or estimated dollar amount of In-Kind Contributions should be reported on monthly fiscal reports.

5. Minimum wage will be used when crediting volunteer service hours.

6. Volunteer service can be credited for a higher value if the volunteer possesses the required qualifications in the skill or profession, and actually performs that specific type of skill during the volunteer’s work.

7. Volunteer time should be considered In-Kind Contributions when being recorded.

8. Third-party donated services include: chore, homemaker, trips used for transportation or assisted transportation, etc.

Fiscal Management

1. It is recommended that cash contributions be counted, recorded, and deposited daily.

2. Procedures should be in place to keep congregate and home-delivered meal program contributions separate.

3. After each service, contributions should be counted by two (2) people simultaneously, recorded, and signed off on. Numbered receipts should be used for daily and mailed collections.

4. Cash disbursements should not be made out of the daily cash collections.

5. All payments should be made by serial-numbered checks except for small disbursements that can be taken from the petty cash fund. All checks should have two signatures.

6. A petty cash fund should be used for all payments that are not check payments. A fixed amount should be established for the fund and reimbursed periodically to bring the cash up to the authorized amount. Vouchers with serial numbers should be used for petty cash payments. The voucher format should be prepared in ink, with spaces for the signatures of the payee and the authorized official.

7. All bank accounts and bank statements should be reconciled monthly. Copies of the reconciliations should be retained for future reference.

8. Before issuing a purchase order or contract, all purchases of goods, services and equipment should be authorized. Purchase orders with serial numbers should be used.

9. Records of received goods and services should be maintained.

10. Check payments to vendors, which are submitted for signature, should be supported by proper documentation, including invoices, requisition forms, purchase orders, and receiving reports. Signed receipts should account for petty cash disbursements.

11. To prevent resubmission for future payment of signed checks issued to vendors, supporting documents should be canceled by perforation or stamped Paid.

12. Comparative financial statements should be prepared monthly. The statements should provide enough detail to disclose significant variations in any revenue or expense category. If any considerable variations are found, they should be investigated, and the reasons for them should be determined.

13. Records retention schedules should follow the Montana Secretary of State General Records Retention Schedule found at https://sosmt.gov/records/state/.

Monitoring

Center Evaluation Procedures

The Center should have adequate procedures to self-monitor, evaluate and report on its operation and programs. The program planning process should include the ongoing monitoring and assessment of activities and services. Continual monitoring of the entire Center program will be done by (insert AREA AGENCY ON AGING name).

Areas of Evaluation:

Operations, programs, activities, and services should be evaluated to examine the extent that they:

1. Meet the needs of the community.

2. Address and are consistent with the Center’s mission.

3. Are consistent with the Center’s policy and procedures.

4. Achieve the stated objectives of each program.

5. Provide for the needs and satisfaction of the participants.

6. Provide for the safety of participants, staff, and volunteers.

7. Are adequate for the demand of the community.

8. Are accessible to any interested participants.

9. Do not unnecessarily duplicate an existing program or service.

10. Are fiscally efficient.

11. Are administered and staffed effectively.

12. Are marketed to the community effectively.

13. Enhance the visibility and image of the Center throughout the community.

14. Ensure that all programs and services are compliant with contracts from all funding sources.

15. Ensure that all programs and services are in compliance with the Older Americans Act.

16. Ensure that the Center complies with Federal, State, and Local laws.

Note: Information resulting from evaluations should be shared with the Board of Directors, staff, volunteers, funding sources, participants, and the general public regularly.

Marketing

Targeted Demographic

The Center will target individuals aged 60 and over, their spouses, caregivers, and people with disabilities. The Center will also target those caring for individuals over age 60 and anyone from the general community who wishes to serve or support older adults.

Programs and Activities

The Center strives to prolong successful independence in the community by providing these programs and activities.

1. Education Programs

2. Trips

3. Socials

4. Social Services

5. Volunteer Opportunities

6. Fitness Facilities and Activities

7. Clubs and Groups

8. Special Events

9. Support Groups

10. Physical and Mental Health Screenings

11. Handicap Accessible Transportation and Facility

12. Medicare Assistance

13. Information and Assistance

14. Outreach

15. Meals on Wheels

16. Caregiver Resource Center

17. Caregiver Support Group

18. Respite Opportunities

19. Community Involvement

Promotional Techniques

1. The monthly newsletter is the primary tool for marketing services, activities, and programs. Local businesses may be allowed to advertise in the newsletter. This could include special feature articles.

2. The Center maintains details on all services, contact information, the most recent newsletters, annual reports, and more on the website (insert WEBSITE).

3. Local press outlets will be utilized to publicize events and programs through press releases.

4. The Center will consider using its participants for marketing resources, such as photo opportunities, to help promote special events and fundraisers. Home-delivered meal driver stories will also be considered.

5. The Center uses email and mailing addresses to distribute information.

6. The staff will maintain a Facebook page to share information and updates about the Center.

7. Staff should attend functions in the community that provide an opportunity to distribute information and showcase the programs and activities of the Center. This can include volunteer fairs.

8. Flyers and brochures will be used to advertise special events and fundraisers.

9. Print articles written for publications should be used to highlight what the Center has to offer.

10. Promotional materials should be provided to local doctors’ offices, physical therapists, and 60+ communities.

11. Staff should promote and attend Annual Health and Wellness Fairs.

12. The Center should participate in the charitable events provided by other nonprofit organizations.

13. Other organizations should be allowed to provide support groups at the Center. The groups should be open to participants and the general public.

Monthly Newsletter

1. Coordinate a date, towards the end of the month, to have the newsletter labeled and mailed.

2. Throughout the month, collect information on programs and events given by groups and staff. Establish a deadline by which all information must be received.

3. Coordinate the advertising of business pieces in the newsletter

4. Make any final adjustments and have the Director and staff approve.

5. Send the final copy to the publishing company.

6. The Director will complete the bulk mail process and take the newsletter to the post office for delivery. The Director will also coordinate the distribution of mass emails containing the newsletter.

Press Releases

Using new information from the newsletter each month, update the information for the release and include special events, fundraisers, and support groups. Email contacts at least two weeks in advance of events and fundraisers.

Facility Use and Standards

Hours of Operation

The Center will operate (DAYS OF THE WEEK) during the hours of (HOURS OF THE DAY).

The Center will observe the (insert YEAR) holidays of:

HOLIDAY 1

HOLIDAY 2

HOLIDAY 3

HOLIDAY 4

HOLIDAY 5

HOLIDAY 6

HOLIDAY 7

HOLIDAY 8

HOLIDAY 9

HOLIDAY 10

HOLIDAY 11

HOLIDAY 12

Emergency Closings and Late Openings

The Center will follow the public school’s decision on whether to close or change hours due to inclement weather or other emergency conditions. Announcements will be made through local broadcast media, and staff will be notified via phone call by the Director.

Physical Facility

The Center’s physical facility must be maintained in accordance with all applicable federal, state, and local health, fire, safety, building, zoning, and sanitation laws, ordinances, and codes. This includes the requirements of Section 504 of the Rehabilitation Act of 1973 and the Americans with Disabilities Act.

Site:

1. Facilities must be free of architectural barriers that limit participation.

2. All areas of the facility must have adequate lighting. This includes emergency lighting in areas of the facility without sufficient natural light.

3. Exits must be clearly marked and kept free of obstacles and obstructions.

4. Lighted exit signs must be checked regularly and in proper working order.

5. Equipment must be sturdy and appropriate for older individuals; this includes tables and chairs.

6. Adequate aisle space between tables must be provided to accommodate persons with walkers, canes, crutches, and wheelchairs.

7. Wheelchair ramps must be available where needed.

8. Floors, steps, ramps, and sidewalks must be kept in good condition and free from debris, for temporary hazards such as wet floors, portable hazard signs must be used.

9. The facility should be cleaned daily.

Restrooms:

1. At least one toilet stall must be handicap accessible.

2. Bathroom stall locks must be easy to manipulate and in proper working order.

3. Participants with disabilities must be able to access soap dispensers, disposable towels, or air-drying devices.

4. Restrooms must be thoroughly cleaned daily.

Emergency Requirements

1. The Director must develop written emergency plans for dealing with emergencies, including, but not limited to: heart attack, stroke, medical emergencies, fire, power failure and natural disasters. The Center should consult with local emergency management agencies and other relevant agencies while developing their plans.

2. The Center shall be equipped with adequate emergency first aid supplies and equipment.

3. A written record of all incidents shall be filed by the Director and kept on file for review whether or not there is apparent injury or property damage.

4. Personnel shall be designated and trained as emergency preparedness officers in the Center. The Center must ensure there is always at least one staff present who is certified in Cardiopulmonary Resuscitation (CPR) and First Aid.

5. Appropriate individuals to contact in case of an emergency must be included into written emergency procedures. The following shall be posted throughout the Center:

Telephone numbers for fire department, police, ambulance, hospital emergency room, local emergency management offices and the Center address. It is strongly recommended that these be located by each phone.

Steps to be taken in each type of emergency.

Location of first aid kits, fire extinguishers and other emergency supplies.

Evacuation routes.

6. Written procedures for fire safety shall be developed. This must include instructions for conducting fire drills and the annual inspection and maintenance of fire extinguishers and smoke detectors.

7. Evacuation drills must be held annually. Personnel from local emergency agencies do not have to be present. Participants must receive instruction on the closest exits, the designated meeting place and safe evacuation procedures. All staff at the Center should participate. Drills must be documented and kept on file.

8. Emergency disaster drills shall be held annually. The Center should request the assistance of local emergency management offices, wherever feasible.

9. First aid training for staff and volunteers should include techniques such as cardiopulmonary resuscitation, the Heimlich maneuver and first steps in emergency situations. Training shall be held annually.

10. The Center shall be equipped with adequate emergency first aid supplies and equipment.

Accident Procedures

If there is any evidence of bodily injury, no matter how small, the participant must be checked by a medical doctor. If necessary, the participant shall be taken to the nearest hospital.

Document the accident as soon as possible. Be complete, accurate and add as much detail as possible. This information may be needed for litigation purposes.

Note: If the participant refuses all attempts to be checked, still document the accident and keep it on file.

Food Poisoning Procedures

In cases where food poisoning is suspected:

1. The participant must contact a doctor immediately. If any chance of food poisoning is suspected, ask the participant to have the doctor call the Center.

2. Immediately contact and check every person for illness that ate at the Center that day. Notify the Area Agency on Aging. If the participants are found to be ill, repeat the first procedure listed above for each participant.

3. Immediately make arrangements to collect food samples to be checked by the hospital or laboratory.

Selling and Soliciting at the Center

No soliciting, selling or vending will be allowed in the Center, either by participants, Center employees or persons outside the organization. The only exception would be in the case of an approved non-profit organization or community project.

Political Activities allowed at the Center

The Center will make the decision of whether to allow politicians to visit their facility for their campaign. If the Center allows one campaign, the Center must allow every campaign that requests speaking time. Participants can establish time limits for speaking and what, if any, materials to be distributed.

Children in the Center

Children must be accompanied by a responsible adult while in the Center. Exceptions may include volunteer program participants who have obtained prior approval from the Director.

Animals in the Center

Animals are not permitted to be brought into the Center. Exceptions may include service dogs, therapeutic animals, and animals which are part of a presentation or special event.

Alcohol and Drugs

The Center is a drug- and alcohol-free workplace. The Center prohibits the sale, use, or unauthorized possession of alcohol (without a license), illegal drugs, misuse of prescribed, controlled, or any other harmful substances on the premises. Employees may be requested to submit to drug or alcohol testing if they appear unfit or unable to perform their duties. Employees found to have drugs or alcohol in their system, or employees who refuse testing, will be subject to disciplinary action up to and including termination.

Weapon Policy

Carrying, possessing, or using any firearms or other dangerous weapons on the premises of the Center is strictly prohibited.

Parking

The Center parking lot is located (LOCATION RELATIVE TO THE CENTER) and is accessible from (STREET). Handicapped parking is located (LOCATION). If a participant’s car will need to be left in the parking lot after hours, the Director must be notified first. The Center is not responsible for vehicles in the lot.

Posting Requirements

The Center must meet Federal and State posting requirements. The Center shall post the following:

1. Participant Grievance Procedures.

2. Emergency Procedures.

3. Evacuation Routes.

4. Proof of Annual Fire Drill.

5. Proof of Annual Fire and Building Inspection.

6. Proof of Annual Fire Extinguisher Inspection.

7. Title VI Civil Rights Notice.

8. Equal Employment Opportunity Poster.

9. OSHA Safety and Health Poster.

10. Fair Labor Standards Act Poster.

11. Telephone numbers of fire department, police, physicians, ambulance, hospital, emergency room and local emergency management offices.

12. Steps to be taken in each type of emergency.

13. Location of First Aid Kits, Fire Extinguishers and other supplies.

14. Monthly Calendar of Events.

Food Service

Eligibility Criteria

Title III C-1 (Congregate Meals)

Age 60 and over.

Spouses of individuals aged 60 and over.

Person with Disability residing with eligible participant.

Person with Disability at Senior Centers located in Housing Facilities primarily occupied by older individuals.

Volunteers.

Title III C-2 (Home Delivered Meals)

Age 60 and over.

Participant’s Spouse.

Person with Disability residing with eligible participant.

*Prioritize the provision of home-delivered meals to eligible individuals with the greatest

economic and social need, persons who are homebound due to illness, incapacitating disability or who are otherwise isolated. Preference must also be given to low-income older adults, including low-income minority older adults, older adults with limited English proficiency and older adults residing in rural areas.

Dietary Recommended Intake Requirements

The special needs and requirements of the elderly must be considered in menu planning, food selection and meal preparation. Each meal served must contain at least one-third of the current Dietary Recommended Intake as established by the Food and Nutrition Board of the National Academy of Science – National Research Council.

Menu Approval Process

On a regular basis (determine what a regular basis means to your site – monthly, quarterly, etc.) a Registered Dietitian will monitor and sign off on menus and provide comments and suggestions where appropriate. Menus must be kept on file for audit purposes.

Site Prepared Food Procurement

For on-site food preparation:

1. Price quotes should be collected and compared between vendors every quarter.

2. Product from food deliveries must be checked for accuracy and quality before receiving.

3. Food purchasing procedures must ensure that raw food costs remain at the level established in the contract with the Area Agency.

Catered Food Procurement

For commercially catered meals:

1. A bidding process must be conducted prior to contracting with a caterer. A copy of the subcontract with the caterer must be made available to the (AAA) annually.

2. Temperature checks of all hot and cold foods must be taken and recorded upon delivery. The recommended temperature for hot foods is 165 degrees F or above. The recommended temperature for cold foods 40 degrees F or lower. Temperature checks must be kept on file and reviewed periodically for compliance.

3. Catered hot foods received with temperatures below 140 degrees F must immediately be reheated to 165 degrees F, and only served after the 165 degrees F temperature is reached.

Donated Foods

Only food contributions from approved sources, such as grocery stores and food vendors, will be accepted. Food that is grown, prepared, or packaged at home is not an approved source. Meat must be federally or state inspected, and milk must be pasteurized and homogenized. Do not accept any food that shows signs of mold or spoilage.

Food Storage

1. Temperatures in the freezers and refrigerators must be monitored daily with internal thermometers. External integral digital thermometers are not acceptable. A separate thermometer must be placed inside the unit, near the door, to ensure acceptable temperatures. Thermometers should be calibrated on a regular basis to ensure accurate readings.

2. Storage temperature standards:

Storeroom between 40 degrees F and 70 degrees F

Refrigerator between 32 degrees F and 40 degrees F

Freezers 0 degrees F or below

3. Food items must be used in a First in First out (FIFO) rotation based on purchase date.

4. Food items and paper goods must be stored at least 6” off the floor in dry storage, refrigerators, and freezers.

5. All chemicals and cleaning equipment must be stored separately from food storage or food preparation equipment and must be labeled.

6. Any program supplies, including arts and crafts, must not be stored in food storage areas.

7. Food removed from their original containers must be labeled and dated.

8. Remove any dented cans.

Food Preparation

1. Food preparation procedures should prioritize maximizing labor, equipment, and time efficiency.

2. Frozen foods should be thawed in the refrigerator, in the microwave, or under cold running water. Frozen foods should never be thawed at room temperature.

3. When preparing, serving, holding, and storing food, preservation of nutrients should be prioritized.

4. The holding time from cooking to service should not exceed two (2) hours.

Temperatures

Congregate:

1. Hot food must be held at 140 degrees F and above. Cold foods must be stored at 40 degrees Fahrenheit or below. If hot food has fallen below 140 degrees F, it should be reheated to a minimum of 165 degrees F before serving.

2. Temperatures of all food items must be taken daily and recorded. Checks should be done immediately before the first meal and after the last meal is served.

3. Temperature log forms are required to be kept on file and available for review.

Salad Bar:

1. Before and after serving is completed, each item on a salad bar must have a temperature taken.

2. A calibrated handheld thermometer should be used to check each salad bar item. Do not use the refrigerator thermometer for temperature checks.

3. Temperatures must be logged and recorded daily for review.

Home Delivered:

1. Temperature checks must be taken before meals are sent on the route. A daily temperature log of these checks must be kept.

2. Hot foods must be maintained at 140 degrees F or above. Cold foods must remain below 40 degrees F. Hot and cold foods must be delivered in separate containers.

3. The transporting equipment, packaging materials, and procedures used to deliver meals must be able to maintain hot food temperatures at or above 140 degrees F and cold temperatures at or below 40 degrees F from the time of packing to the time of delivery to the home of the participant. There should be no more than a 4- to 6-degree drop in temperature per hour.

4. Once a month, an extra meal must be sent so temperature checks can be taken of each food item before and at the end of the route. These checks must be recorded and kept on file for review.

Emergency Meal Delivery

A written emergency and contingency plan for congregate and home-delivered meal delivery in the event of fire, flood, natural catastrophe, or facility problem must be developed and kept on file at the Center. This should include a three-day emergency menu with supplies on hand for implementation. Additionally, the Center must continually update the plan to ensure it can be implemented when needed.

Sanitation

1. All personnel, including volunteers, are encouraged to wear hairnets, plastic gloves (when handling ready-to-eat items), and aprons in the kitchen.

2. All personnel, including volunteers, must wash their hands thoroughly before preparing food and after every interruption. After preparing raw foods, wash and sanitize all contaminated surfaces before handling other foods.

3. Personal items need to be stored away from any areas that handle food or food production.

4. All personnel, including volunteers, are encouraged to wear plastic gloves when wrapping silverware and setting up the dining room.

5. Dining room tables must be properly washed and sanitized before each meal service. Sanitizers must be changed every 4 hours or sooner, and the solution strength must be tested. When not in use, washcloths must be kept in a sanitizing solution.

6. All raw fruits and vegetables must be washed before preparation.

7. Since handles can contaminate food, utensils must not be left in the food. Scoops must not be left in flour, sugar, or other containers.

8. Fresh food should not be added to the previous pan for serving; serve the product fully, then exchange the pan.

Leftover Food

1. Food production should result in minimal leftovers. Leftover food should be offered as second helpings to participants first.

2. Leftover food should be properly stored, sealed, and labeled with the name of the food, the date the food was prepared, and the date of discard.

3. Leftover food can be stored for no longer than three (3) days in a refrigerator or three (3) months in a freezer.

4. Staff may not take any food from the Center.

Congregate and Home Delivered Meals

Congregate Meal Program Guidelines

1. Congregate meals are intended to be served as a hot meal. For menu variety, cold meals may be occasionally provided.

2. Cooked or prepared food brought by participants that is meant to be a substitute for the congregate meal cannot be brought into the Center.

3. At least one nutrition education program must be planned and implemented each quarter. Credible sources must be used. Sessions should be advertised at least four weeks in advance, and documentation of the activity should be kept on file at the Center.

Meal Signature Policies

1. Participants must sign for their own meal on each day they receive a meal; this includes all congregate and home-delivered meals. Participant signatures confirm the number of meals reported.

2. AAA monitors will periodically conduct assessments and or audits of signature sheets.

3. If participants are not able to sign their name, a staff or volunteer witness shall write the participant's name on the signature sheet and initial beside the written participant's name.

4. Signature sheets must be maintained on file.

Home Delivered Meal Program Guidelines

1. Home-delivered meals shall primarily be served as hot lunch meals. For menu variety, cold meals may be provided. Every meal must meet all AAA requirements.

2. Proper written information on meal storage and re-heating methods must be given to all participants.

3. Printed nutrition education materials, provided by the Center, shall be sent at least (insert COUNT) times per quarter to all home-delivered meal participants. Whenever possible, the literature should be written in the participants’ dominant language.

4. A copy of the Center’s grievance procedure must be given to the home-delivered participant at the time of enrollment and as requested.

5. Any complaints received from participants and case managers must be investigated and responded to in writing. Within 14 calendar days of receiving a complaint, copies of the complaint and written responses must be sent to the (AAA).

6. All unusual incidents must be reported within 2 days, in writing, to the (AAA). If 911 emergency assistance is involved, the incident must be reported within 24 hours to an (AAA) staff person.

Case managers should be notified immediately regarding any concerns about the participants’ environment, health or well-being.

Home Delivered Meal Packaging

1. Immediately after being packaged, meals must be loaded into the home delivered meal carriers.

2. An adequate heat source must be available for all hot meal carriers.

3. Bread items should be packaged separately from hot foods.

4. Cold foods and hot foods must be packed in separate containers. An adequate cold source must be available for all cold meals.

5. In order to assist delivery drivers with identifying meals going to participants with special diets, modified diet meals must be clearly labeled.

6. Home delivered meals carriers must be sealed tightly immediately after packaging.

7. A sufficient number of home delivered meal carriers must be maintained.

8. Home delivered meal carriers must be thoroughly cleaned and sanitized daily and maintained in good condition.

Delivery of Home Delivered Meals

1. Participants’ names, addresses and any special delivery instructions must be logged into a route sheet. The route sheet must be used by the driver.

2. Meals should be delivered to participants within two hours of being packaged in order to maintain food safety. The sequence of deliveries must be designed to minimize the time necessary for all meals to be delivered, while allowing for some interaction as part of a daily welfare check.

3. Delivery routes should be mapped for the most efficient use of time and resources.

4. Meal carriers must be kept closed during all times except for meal delivery.

5. Delivery of the meal must be made directly to the participant. If the participant is not home to receive the meal, the meal must be returned to the Center.

6. The delivery driver must assist the participant in opening meal containers as needed or requested.

7. Home delivered meal supervisors are required to accompany the driver(s) on each route at least quarterly. This observation ride would include assisting with the meal delivery process to ensure that the delivery is conducted according to standards. Each route observation should be documented.

8. The delivery vehicle must be neat, clean and clear of any trash at all times.

Multipurpose Programs and Activities

Multipurpose Guidelines

The following programs and activities should be provided on a regular basis:

Health Promotion:

Health Promotion Disease Prevention Programs should focus on programs that specifically promote better health and nutrition for participants. Examples include lectures, screenings, disease prevention and home safety. Health Promotion Programs must be evidence based.

Exercise:

Exercise Activities should focus on programs that promote the physical well-being of participants. Exercise classes should be geared to a range of skill levels to encourage greater participation.

Social and Recreation:

Social and Recreation Activities should focus on structured programs that promote the mental and social well-being of participants. Examples include classes, crafts, games, parties, trips, etc. Individual activities do not qualify as a structured activity.

Overall program variety should include different types of activities chosen from the Health Promotion, Exercise and Social and Recreation programs.

Multipurpose Services

The Center must offer the following services in conjunction with community agencies and participant volunteers.

1. The Center should maintain a current resource file on services available to seniors. Staff should be familiar with the various application processes for each service. Resource files should contain:

Housing

Physical Health

Mental Health

Transportation

Financial Assistance

Legal Services

Support Groups

Government Programs

Residential Repair

Food Assistance

Other relevant information should also be maintained on file.

2. Information and Assistance as well as referral services can be offered by:

Providing information to participants about relevant services in the community.

Linking the participants to needed services.

Providing follow up as needed.

Referring to Area Agency on Aging for additional Care Management services as needed.

3. The development of activities and programs must actively include Center participants. Committees or other planning groups for participants should be developed in order to provide input and assistance with program planning and development.

For effective marketing and outreach, a monthly calendar of the programs, services and a current menu should be developed and distributed to participants and community resource centers.

4. Intergenerational programs of mutual benefit should be provided by planning and developing activities with input from all involved age groups and community members. Examples include: tutoring services, parties, celebrations and other community service activities.

5. The Center may be used as a distribution site by food programs, such as pantries.

Transportation Program Guidelines

1. Transportation services are focused on to and from the Center. Refer participants with additional transportation needs to community resources.

2. Participants should be informed of the suggested contribution and encouraged to contribute towards the cost of the service. Confidential methods for participants to contribute must be established by the Center.

3. In order to collect and report the demographic information, each transportation participant must be registered with the Center.

4. Records must be regularly reviewed by staff to ensure that only Center participants receive the services.

5. The Center must review and set the suggested contribution amounts for transportation services annually.

Transportation Standards

The Center shall comply with the following standards and licensure requirements:

1. The vehicle(s) utilized for transportation must have valid license plates and a minimum coverage of uninsured and underinsured motorists’ insurance.

2. The vehicle shall be constructed for the purpose of transportation of persons and wheelchair bound riders. All seats must be securely fastened to the body of the vehicle and have seat belts installed. When the vehicle is in operation, all participants must be properly seated and properly using seat belts.

3. Individuals providing transportation must be a minimum age of eighteen (18) years and possess a valid operator's license. If Assisted Transportation is provided, drivers must be capable of assisting participants with entering and exiting the vehicle, including securing them within the vehicle. They must carry agency identification.

4. Staff and volunteers should be trained in:

CPR (Cardiopulmonary Resuscitation), first aid, and appropriate response protocol for emergency or urgent situations.

Full vehicle equipment and operation training, including optional manual overrides on any equipment.

Appropriate methods of interacting with participants and observation techniques to detect changes in health and welfare.

Contribution procedures to allow all participants to contribute and ensure confidentiality during the process.

5. Transportation service should be available to eligible participants during regular hours of operation.

6. The highest degree of care is required with the operation of equipment and the assistance of participants. Each driver providing Assisted Transportation Services to participants must be able to help participants with getting on and off the vehicle and transferring between their home and the Center.

7. The Center may limit the number of bags or packages that participants may have on board. If necessary, the driver will provide assistance with the packages from destination to destination.

8. Assure that all federal, state, and local laws, regulations, ordinances, licenses, and inspections governing vehicles are followed before vehicle service is begun and at all times during service.

9. Maintain all vehicles in good working condition. The Area Agency reserves the right to inspect vehicles both before and during a contract to ensure their safety. It may also immediately remove any vehicle it deems unsafe from the program until necessary corrections are made. All equipment used must be cleaned regularly and maintained in a clean condition during service.

10. For the added safety and convenience of participants, vans and buses should be equipped with comfortable-sized steps, grab bars, and seat belt extenders.

11. Each vehicle must be equipped with a working fire extinguisher and a stocked first aid kit.

12. Communication equipment for every vehicle used in the program must be provided.

13. All drivers should practice good hygiene and be well-groomed. Drivers and participants onboard the vehicle are prohibited from smoking, expectorating, eating, and drinking alcoholic beverages.

Definitions

Insert definitions specific to your AAA/center here.

Forms

Insert forms here, specific to your AAA/center. Some example forms have been provided.

Sample Home Delivered Contribution Letter

Dear Name of Person:

We are pleased to provide Home Delivered Meals for you and hope the meals are meeting your nutritional needs.

This service receives partial funding from the Federal Older Americans Act, as well as county and state funds. Participant contributions are essential for sustaining the program. The current cost of each meal is $_____. The cost helps cover food, meal preparation, packaging materials, the coordination and actual delivery of meals.

Our records show you received ________ meals during the month of ________, which is equivalent to a suggested contribution of $________. Although any amount you decide to contribute would help support the program.

You will never be denied a meal based on your choice to contribute or not.

This is not a bill.

Any contribution to help offset the cost of the meals is greatly appreciated. If you are able to make a contribution, please make checks payable to:

(Name of Senior Center/Provider)

And mail to:

(Name and Address of the Senior Center/Provider)

Please call ____________ if you have questions. Remember meals cannot be left if no one is home.

Thank you for your generosity and supporting the Home Delivered Meal program.

Sincerely,

Sample Temperature Log Sheet

Site Name: ______________________________________________________________________________________________

Unit # or Description: ______________________________________________________________________________________________

Date Range: ______________________________________________________________________________________________

Date	Temperature	Staff Initials

Proper Temperatures:

Refrigerator: 32° F – 40° F

Freezer: 0° F or below

Sample Holding Time/Temperature Log Sheet

Site Name: ________________________________________________________________________________________________

Date	Food/Beverage Description	Time	Initial Temp.	Staff Initials	Time	Temp.	Staff Initials	Time	Temp.	Staff Initials

Proper Temperatures:

Cold food must be held at 40° F or below.

Hot food must be held at 135° F or above.

Reheat food to 165°F within 2 hours if the holding temperature drops below 135°F.

Senior Center Volunteer Sign UP

No.	Volunteer Name	Phone (Home)	Phone (Cell)	Email	Area of Expertise/Interest	Days/Times Available

Senior Center Volunteer LOG

No.	name/organization	PHONE	date	Activity	location	Time in time out Total HRS

MEAL CONTRIBUTION RATES:

Age 60 and Over – Suggested Contribution

$0.00

Under 60 – Full Price

$0.00