HEC is rooted in a solid tradition of providing residential, educational services for hard to place children and adolescent with special needs. In all its services, clinical, residential, educational, spiritual and medical, Hillcrest utilizes an interdisciplinary approach in the treatment of children and adolescents. The treatment structure is safe, predictable, consistent and supportive in order to permit students to fully benefit from the services offered.

Youth & Family Involvement:  Families are a critical part of the child’s treatment team and are encouraged to actively participate in the development of the treatment plan.  Treatment plans are developed with the parent or families input, perspectives, and goals.  Likewise, youth are encouraged to participate in treatment planning discussions with their family, clinician, and staff.  They are encouraged to attend their treatment planning meetings.  Youth’s voice and choice are honored throughout the treatment planning process.  Treatment plans include clear, straight forward language that reflects the youth and family’s individualized treatment needs and goals.

A. Treatment Team Meeting and Process

1. The Treatment Team meeting is chaired by a Campus Administrator who functions as the Team Leader. With suggestions generated by administrative, educational and residential staff, and observing the mandatory schedule of service plan reviews, the Administrator creates an agenda for each Team meeting. Agenda items are assigned to various team members who are responsible for follow-through services or tasks. The following functions and persons responsible for each are typical of the varied components of these meetings and Team functioning.

The Clinician reviews students’ progress related to individual and group therapies, discusses skills development in all areas of program with staff attending the meeting, discusses plans for student visitation, gathers feedback from staff about discharge readiness, and provides consultation to staff regarding clinical interventions.

The residential Youth Development Professional represents not only themselves but the interests of their shift, and in turn, ensures that information is communicated to other primary staff.

The Teacher, Teaching Assistant, and other academic representatives offer information related to the students’ academic and classroom functioning. The academic representative is also responsible for keeping the rest of the teachers and  academic staff informed about particular students and the Team as a whole. The academic representative will also be responsible for bringing agenda items related to the IEP to team meeting.

In addition to attending the Team Meeting, the Supervisor and Asst. Supervisor ensure coverage for staff participating in the meeting and ensure that all assigned YDPs are present. They provide a broad perspective on student care and management; record administrative changes for students or the Team in supervisor’s log; and assigns staff to follow all recommendations by the Team.

The Nurse updates Team concerning medical treatment, medication changes, special diet requirements, and physical concerns. They also inform the Team of potential effects or side effects of medication/physical condition and any upcoming medical appointments

The Program Administrator (i.e., Program Director, Assistant Program Director, Residential Coordinator, Education Director, , clinical administrators, Head Nurse), help to facilitate the Team meeting process; help to ensure that HEC policies and procedures are followed; and help to ensure that all disciplines are adequately represented and department members play appropriate roles.

B. Special & Emergency Team Meetings

1. Special Team Criteria
   a. Student is not in acute crisis, but Team wants to problem solve around particular behaviors and/or treatment issues.
   b. Student is not compliant with medication.
   c. Student is not participating in therapy.
   d. Treatment Plan is not effective after review and amendment.

Participation: YDP-Day & Residential, Nursing, Clinical, Teacher or TA, Supervisor, Program Director, APD,
Notification: Psychiatrist, Clinical Director, Senior Vice President, Medical Director.

2. Emergency Team Criteria
   a. Student is in acute crisis.
   b. Student is at high risk/danger to themselves or others.
   c. Student is being considered for transfer to a more restrictive environment or emergency discharge.

Participation: YDP-Day & Residential, Nursing, Clinician, Clinical Director, Program Director or APD, Senior Vice President, Teacher & TA, Supervisor, or Assistant.
Notification: Psychiatrist, Medical Director.

3. Protocols
   a. The Program Director or designee will decide whether or not to schedule a special/emergency team meeting.
   b. Emergency Team meetings should be conducted within 72 hours of the determination of the need for an Emergency Team meeting.
   c. The Program Director or designee will notify all staff according to criteria listed above.

1. Each campus holds a monthly event that specifically reaches out to families and involves the families of the students in placement at HEC.
2. Events should include: Winter Holiday Party (Dec.)
   Summer Recognition Day (June)
   Spring Event (March/April) – theme to be determined by
   Campus
   Fall Event (Sept/Oct) – theme to be determined by
   Campus
3. The minimum expectations for these events are:
   • Parents and/or family members must be invited in advance (preferably 4 to 6 weeks ahead of the event).
   • Opportunities for family members to meet and exchange information with teachers and clinicians should be available at least 4 times per year, once per quarter.
   • At least one event should occur on a weekend day.
   • Activities for foster parent/family-child and parent/family-staff interactions should be planned for the event.

Parent/Guardian Grievance Procedure:

Purpose:
To define a procedure for parents/guardians to follow in instances where they have a concern or complaint about the program or any service that they are receiving from Hillcrest Educational Centers, Inc.

Policy
Hillcrest Educational Centers, Inc. has the legal and ethical responsibility to provide parents/guardians with a progressive procedure to follow in instances where they have a concern or complaint that relates to any part of the program, it’s operation or staff or if they feel they have been subject to discrimination based on legally protected categories (race, color, sex, national origin, gender identity, religion, sexual orientation, disability or homelessness).

Informal Procedure
Parents/guardians have rights as outlined in the Parent/Guardian Handbook. The handbook is distributed to Parents/Guardians when a student is admitted and any time upon request.

In the event that a Parent/Guardian feels that the student’s rights have been violated or compromised by a specific staff member or group of staff members, or in any other way while in the program, the Parent/Guardian should follow the steps outlined below:

• Discuss complaint/concern with the student’s Clinician.
• Should the Clinician not respond in a timely manner or should this present unusual discomfort or appear threatening to the Parent/Guardian, the Parent/Guardian should contact the Clinical Coordinator.

Formal Procedure
If the Parent/Guardian is not satisfied after the informal procedure listed above, they have the right to file a formal complaint/grievance. The following procedure is the mechanism provided to do so.

All parents/guardians are informed at the time of student admission that they have a right and formal method for formally filing a complaint or grievance. This information is presented verbally and is also written in the Parent/Guardian Handbook.

Step 1:
The Parent/Guardian will submit a written complaint/grievance to the Program Director. The document will state the name of the student, staff (if this is a staff issue), and date and time of the incident that led to the grievance. The Parent/Guardian will also outline the specifics of what happened which gave the Parent/Guardian cause for concern and will also list the informal steps taken before pursuing the formal procedure.

The Program Director, or designee, will meet, or have a phone conversation with the Parent/Guardian within 5 working days of receiving the written complaint. The Program Director, or designee, will communicate a response in writing to the complaint within 5 working days of the meeting or conversation.

Step 2:

If the complaint is not satisfied at Step 1, the Parent/Guardian may send a copy of the original complaint, along with the response from the Program Director, to the Senior Vice President, requesting that the matter be further investigated. The Senior Vice President, or designee, will meet, or have a phone conversation, with the Parent/Guardian within 10 working days of receiving the written complaint. The Senior Vice President, or designee, will communicate a response in writing to the Parent/Guardian within 10 working days of the conference.

Step 3:
If the complaint is not satisfied at Step 2, the Parent/Guardian may send a copy of the original complaint and the response from both the Program Director and the Senior Vice President, to the President/CEO requesting that the matter be further investigated. The President/CEO, or designee, will meet, or have a phone conversation with the Parent/Guardian within 10 working days of receiving the written request.
The President/CEO, or designee, will communicate a response in writing to the Parent/Guardian within 10 working days of the conference.

Step 4:
If the complaint is not satisfied at Step 3, the Parent/Guardian may send a copy of the original complaint, along with the responses from the Program Director, Senior Vice President, and President/CEO, to the Department of Early Education and Care (DEEC).

At any time in the process, the Parent/Guardian has the right to communicate their concern or complaint to his/her attorney or a representative of his/her custodial or funding agency.

This Plan shall be reviewed and evaluated each year for its effectiveness, scope, performance and objectives. A work group minimally consisting of the Director of Quality Assurance, the Director of Facilities, and the Chairpersons from each campus EOC Committee and/or their designee will conduct the review and evaluation between March and May of each year. The results of the review and evaluation, and related recommendations, will be reported sequentially to the campus EOC Committees and the Senior Management Team for their review and approval. Barring unforeseen and unavoidable delays, this revised Plan shall be implemented each July at the beginning of the new Program Year.

Monitoring of performance regarding actual or potential risks related to the following areas are conducted on an ongoing basis in different ways.

1. Staff knowledge and skills
The monitoring of staff knowledge and skills is conducted through regular observation of performance by supervisors, through formal supervision meetings, through annual performance evaluations, and through training and refresher training conducted each year.

2. Level of staff participation
The monitoring of staff participation is accomplished through means described above. Hazmat training for staff who use potentially hazardous substances is conducted at least annually, and prior to a new substance or material being introduced into the workplace.

3. Monitoring and inspection activities
Hazard surveillance inspections are conducted on each campus at least quarterly. Hazard surveillance inspection reports, hazmat release/exposure reports and investigation findings are reviewed by campus Environment of Care Committees, as they occur.

4. Emergency and incident reporting
All incident reports, including reports related to hazardous substances, are reviewed by supervisors, nursing staff, clinical staff, and program administrators. Hazmat reports are also reviewed by the campus Environment of Care Committee and by program and agency administration.
Incidents that are not documented require follow up by supervisors, and incident reports that are not completed correctly or according to procedure, are returned for follow up by the supervisor.

Data on Hazmat incident and emergency reports is maintained and is reviewed on a regular basis by program and agency administration and by the campus Environment of Care Committee.

Typically and historically, Hillcrest experiences relatively few accidental releases/exposures associated with those substances considered to be “hazardous materials”. Typically and historically, Housekeeping and/or Maintenance staff efficiently and safely manage any accidental releases that do occur. However, in the event that Hillcrest staff are not able to efficiently and safely manage an accidental release or exposure, students and direct care staff will be removed from the affected area and the local fire department will be contacted for Hazmat assistance.
In deciding whether evacuation and community assistance is advisable or necessary, the safety and protection of students and staff will be the highest priority and on-site decision makers will err on the side of caution and safety.
Each department whose work includes the use of or potential exposure to hazardous substances develops, maintains and regularly reviews emergency procedures that describe the specific precautions, procedures, and protective equipment used during accidental releases or exposures of the type of hazardous substances associated with that department.

1. Department Heads and supervisors, in conjunction with the Workforce Learning Department, are responsible for the Hazmat Orientation and Training of their employees.
2. Employees who work with hazardous substances, or who have a potential for routinely being exposed to hazardous substances, are trained regarding the following:
   • Applicable standards and regulations pertaining to hazardous materials and substances, and Hillcrest Hazmat Policies and procedures.
   • The presence, identity and location of hazardous substances in their workplace.
   • The physical and health hazards of the substances in their work areas.
   • How to read and interpret an SDS and warning labels.
   • Appropriate protective measures for the substances and materials used.
   • The location and availability of this written Hazardous Materials and Waste Management Plan and Data Safety Sheets (SDS).
3. New employees in associated departments are trained before they work in an area where they may use or be exposed to hazardous substances.
4. Retraining is done annually and whenever new substances are introduced into the workplace.
5. All employee-training sessions are documented and the records submitted to and retained by the Workforce Learning Department.
6. Employees performing non-routine tasks involving hazardous substances are trained prior to beginning their work assignments.
7. The associated Department Head, supervisor or his/her representative informs outside contractors of hazardous substances stored, used or otherwise handled in their work areas. Likewise, before introducing any substances or beginning any work, outside contractors are required to notify associated Hillcrest managers, supervisors or Department Heads about hazardous substances they might bring onto Hillcrest property. Substances or materials deemed too hazardous or which are not properly managed by an outside contractor, will not be allowed onto Hillcrest property.

Only authorized Hillcrest departments and staff use substances with flammable, corrosive, or toxic properties, and the presence and use of these materials is minimized. In order to insure the safe use of these substances the following precautions are required:

1. Flammable substance and chemicals (e.g., gasoline for emergency generators, surface finishes such as paints and varnishes) are stored away from ignition sources and protected from open flames, static discharge, and sparking tools. Any bulk vessels containing flammable chemicals are grounded in accordance with NFPA codes. Appropriate fire extinguishing material(s) and equipment are kept available for fire emergencies.

2. Corrosive chemicals are managed to prevent spills. Personnel using corrosive materials will be protected with rubber gloves, safety goggles, and other appropriate personal protective equipment. Acids and caustics are stored away from each other.

3. Compressed gases are managed to prevent accidental damage to the cylinder or uncontrolled release of the contents because damaged cylinders can result in fire, explosion, or asphyxiation. Cylinders are secured to walls, benches, or other stable supports and, when not in use, protective covers are in place.

4. Swimming Pool Chemicals – Only trained personnel are authorized to handle swimming pool chemicals, and all personnel handling pool chemicals must adhere to procedures detailed in the HEC Pool Operators Manual.

5. Other: Some substances may contain more than one hazard. These substances are evaluated before use to determine if and how they can be safely used. Adequate ventilation is always necessary.

A. Hazard Determination
The manufacturer of any substance used by Hillcrest is responsible to determine if the substance is hazardous under OSHA Standards and any other applicable standards or regulations. Hillcrest will not test any purchased materials to determine their hazard properties. Hillcrest staff who deal with hazardous substances are aware of the following hazard determination procedures:
1. DOT hazard class labels and product container labels must be consistent with the hazards described on the Safety Data Sheet (SDS).
2. If initial experience indicates that the material has characteristics or properties different from those stated on the SDS, the supplier will be contacted for explanation or clarification before the substance is used.
3. If the SDS states the ingredients are a trade secret but gives no hazard warning, the supplier must provide a new and more complete SDS before the substance is used.
Hillcrest is in compliance with the Massachusetts ‘Children’s Protection Act of 2000’. This law applies to all Massachusetts public and private schools. It regulates the use of pesticides and pest management procedures, and requires notifications to students and staff when pesticides are to be used. The law also requires the development of an Integrated Pest Management Plan that is submitted to the state Dept. of Food and Agriculture, and that is periodically reviewed, evaluated and updated.
B. Labeling
1. All Hillcrest campuses preserve and use the labels already on the containers provided by manufacturers or suppliers. At a minimum it is expected that these labels will:
• Be written in clear, basic language.
• Be prominently displayed.
• Include the Hazardous Substance Identity, appropriate Hazard Warning information and the name and address of the manufacturer of the substance.
2. Whenever substances are transferred to other containers for later use, the new containers will be labeled immediately with the substance or product name as it appears on the manufacturer label. The new container will also include any hazard warning information.
3. Storage containers for bulk material (e.g., surface finishes) are labeled as indicated above. These labels will be weather proof and placed conspicuously on the container.
C. Safety Data Sheets (SDS)
1. Hillcrest requires that manufacturers, distributors and suppliers of products used by Hillcrest provide SDS information. Hillcrest will not use any substance with an SDS that does not, for any reason, include health and/or safety information.
2. The department that orders and/or uses the substance is responsible for obtaining SDS for all substances used by that department. No hazardous substance may be purchased, received or used without the appropriate SDS. The associated Department Head must determine the ability of the agency and/or campus to safely manage any new substance.
3. Each department that orders and/or uses the substance will ensure that every substance in inventory has a corresponding SDS and reviews the SDS file at least twice each year.
4. A master file of SDS is maintained in the specific department on each campus. This file is arranged so that particular SDS may be found quickly, and all department staff are oriented to that filing system.
5. Current departmental inventories of hazardous substances are maintained in specific, designated locations at each Hillcrest campus. These inventories coincide with the departmental SDS files for that campus.
6. SDS books are located in the lobby of the main building at each Hillcrest site in a “Right To Know” rack.
7. At Hillcrest sites that have swimming pools, a separate “pool only” SDS book is located at the pools where the chemicals are stored.

All Hillcrest employees and outside contractors are responsible for complying with the procedures for Hazardous Materials and Waste Management. It is recognized that the obligations and responsibilities associated with the management of hazardous materials are both shared and department specific. The leadership of Hillcrest Educational Centers and of each Hillcrest campus accepts the ultimate responsibility for:
• The effectiveness of the program.
• Annual review and improvement of the program.
• Providing the resources necessary to insure a safe environment of care.

Hillcrest’s Director of Quality Assurance and the Environment of Care Committees at each Hillcrest campus are responsible for the implementation and coordination of this program. The Environment of Care Committees will insure that the hazardous materials and waste program is evaluated annually as to its effectiveness and that adjustments and improvements are made to the program as needed.

The Director of Quality Assurance ensures that each campus conducts hazardous surveillance, that departmental, campus and organization wide hazardous materials procedures are developed and implemented, that orientation and continuing education are conducted, and that each campus Environment of Care Committee attends effectively to hazardous materials/waste issues, including the actions and procedures (e.g., clean up, reporting, investigation) associated with an accidental release of hazardous materials.

Housekeeping, Maintenance and Nursing Department Heads and Supervisors are responsible for the development and implementation of the hazardous materials and waste management procedures in their respective department. They:
• Establish criteria consistent with applicable law and regulation to identify, evaluate, and inventory hazardous materials and waste used or generated.
• Establish and manage the procedures for staff in their department on a material-by-material basis.
• Ensure that all employees who work with or near hazardous substances know the proper procedures in the case of an accidental release.
• Establish and manage the procedures, reporting and investigating any accidental release and/or exposure of a hazardous substance.