Services Manual

39899 Balentine Dr #200 Newark, CA 94560
510-456-6696
contact@adaleyinc.com
adaleyinc.com

Rev. 2026-05-12

About Our Agency

We are an approved Regional Center vendor providing services to individuals with developmental disabilities and their families. All our services must be authorized by your Regional Center through your Individual Program Plan (IPP).

Getting Started

Before Services Begin

To start services with our agency:

Regional Center Authorization - Your Regional Center Service Coordinator must authorize services in your IPP

Contact Us - Call 510-456-6696 or email contact@adaleyinc.com

Intake Process - We will meet with you to: 

  • Learn about your needs & Review client information

  • Discuss employee referrals & requirements

Begin Services - Services start according to your authorized plan

Your Rights

As someone receiving our services, you have the right to:

  • Be treated with dignity and respect

  • Receive quality services

  • Have your privacy protected

  • Choose or refuse services

  • Receive services in your preferred language

  • Review your records

  • File complaints without fear of retaliation

  • Appeal decisions you disagree with

Your Responsibilities

We ask that you:

  • Provide accurate information about needs and medical conditions

  • Keep scheduled appointments or give advance notice to cancel

  • Share important safety information with staff

  • Communicate any concerns or problems

  • Treat our staff with respect

  • Pay any required fees on time

  • Keep emergency contact information current

Service Planning

Individual Service Plan

For each client, we create a service plan that includes:

  • Your goals and needs

  • Services to be provided

  • Staff assignments

  • Safety and emergency information

Your service plan is reviewed regularly and updated as needs change.

Communication

We maintain regular communication with:

  • You and your family

  • Your Regional Center Service Coordinator

  • Other service providers (with your permission)

Please contact us immediately if your needs change.

Our Staff

Qualifications

All staff members:

  • Pass criminal background checks

  • Complete required training

  • Are certified in CPR and First Aid

  • Receive ongoing training and supervision

  • Understand developmental disabilities

Staff Training

Our staff receive training in:

  • Client rights and confidentiality

  • Mandated reporting

  • Universal precautions

  • Emergency procedures

  • Behavior support

  • Cultural competency

  • Service-specific skills

Safety and Emergencies

Safety Information

Before services begin, please provide:

  • Medical conditions and allergies

  • Medications and dosages

  • Emergency contacts

  • Doctor information

  • Behavior support plans

  • Communication needs

  • Safety concerns

Emergency Procedures

In case of emergency, our staff will:

  1. Call 911 if life-threatening

  2. Contact you immediately

  3. Follow emergency protocols

  4. Provide first aid if needed

  5. Complete incident report

  6. Notify Regional Center as required

You must be reachable by phone during service hours.

Scheduling Services

How to Schedule

  • Confirm coverage schedule with your respite care provider directly

  • Confirm personal assistance schedule with your personal assistant directly

  • Staff will clock in and out for shifts

  • Plan ahead in accordance with number of authorized hours

  • Optionally, you and your worker can agree on a regular recurring schedule and email it to the agency. The schedule will be input and will appear in the application for both you and your worker.

Confidentiality and Privacy

Your Information is Protected

We protect your private information and will not share it without your written permission, except:

  • When required by law

  • To provide services

  • For billing purposes

  • In emergencies

  • When there is suspected abuse

Your Records

You have the right to:

  • See your records

  • Get copies (at your expense)

  • Request corrections

  • Know who has accessed your records

To request records, email contact@adaleyinc.com

Quality Assurance

We maintain quality through:

  • Regular staff supervision

  • Service monitoring

  • Family satisfaction surveys

  • Incident review

  • Compliance with state regulations

  • Continuous staff training

Complaints and Problem Resolution

We want to resolve problems quickly.

Step 1: Contact Our Agency

Call us first:
510-456-6696
sally@adaleyinc.com
Sally Ley

We will:

  • Listen to your concern

  • Document the complaint

  • Investigate within 5 business days

  • Work to resolve the issue

Step 2: File a Written Complaint

If not resolved, submit a written complaint to:

Adaley, Inc.
Attention: CEO
PO BOX 26014
San Diego, CA 92196

Include:

  • Your name and contact information

  • Client name

  • Date and description of problem

  • What you want to happen

We will respond in writing within 10 business days.

Step 3: Contact Your Regional Center

You can contact your Regional Center at any time. 

Step 4: File a Complaint with the State

Department of Developmental Services
Phone: 1-916-654-1987
Website: www.dds.ca.gov

Disability Rights California
Phone: 1-800-776-5246
Website: www.disabilityrightsca.org

Appeals Process

If you disagree with a decision about your services:

Regional Center Decisions

For decisions made by your Regional Center (eligibility, service authorization, hours, etc.):

  1. Informal Appeal - Contact your Service Coordinator within 30 days

  2. Fair Hearing - Request through Office of Administrative Hearings within 180 days 

Our Agency Decisions

For decisions made by our agency (service termination, staff changes, etc.):

  1. Contact our Program Director

  2. Request a meeting to discuss

  3. File a written appeal if needed

  4. Contact Regional Center if not resolved

Free legal help available:
Disability Rights California: 1-800-776-5246

Special Incident Reporting

What is a Special Incident?

A Special Incident is any unusual event that affects the health, safety, or rights of a client. We are required by law to report these incidents to the Regional Center and Department of Developmental Services.

Types of Special Incidents

Special Incidents include:

Abuse:

  • Physical abuse

  • Sexual abuse

  • Verbal or emotional abuse

  • Financial abuse or exploitation

Neglect:

  • Failure to provide necessary care

  • Abandonment

  • Inadequate supervision

Injuries:

  • Injuries requiring medical attention

  • Falls resulting in injury

  • Unexplained injuries

  • Hospitalizations

Medical Emergencies:

  • Emergency room visits

  • Hospitalizations

  • Serious illness or medical events

  • Medication errors

Behavioral Incidents:

  • Harm to self or others

  • Property damage

  • Use of emergency interventions

  • Police involvement

Rights Violations:

  • Denial of rights

  • Unauthorized restrictions

  • Confidentiality breaches

Other Serious Events:

  • Missing person/elopement

  • Death

  • Natural disasters affecting services

  • Criminal activity

Our Reporting Requirements

When a Special Incident occurs:

Immediate Action

  • Ensure client safety

  • Call 911 if emergency

  • Provide necessary care

  • Contact you immediately

Documentation

  • Complete Special Incident Report within 24 hours

  • Document all facts and actions taken

  • Include witness statements

  • Take photos if applicable

Notifications

  • Notify you (family/conservator) immediately

  • Report to Regional Center within required timeframe

  • File with Department of Developmental Services

  • Notify licensing agencies if required

  • Report to law enforcement if criminal

Investigation

  • Conduct internal investigation

  • Cooperate with outside investigations

  • Take corrective action

  • Implement prevention measures

Follow-Up

  • Monitor client condition

  • Update you on investigation

  • Provide written report

  • Review and revise policies if needed

Incident Reporting

Report to us immediately if:

  • You witness an incident during services

  • Someone reports abuse or mistreatment to you

  • You notice unexplained injuries

  • Something doesn't seem right

How to Report:

  • Call us immediately: 510-456-6696

  • Email: contact@adaleyinc.com

Clients will be notified of any Special Incident involving the client within 24 hours of the incident by phone call, followed by written documentation. 

Client & Family Rights Regarding Incidents

Clients and their family have the right to:

  • Be notified immediately of incidents

  • Receive full information about what happened

  • Review the incident report

  • Participate in the investigation

  • Request changes to prevent future incidents

  • File complaints if unsatisfied with response

  • Contact authorities directly

Protection from Retaliation

Families and clients can report incidents or concerns without fear of:

  • Service termination

  • Reduced services

  • Staff retaliation

  • Any negative consequences

Retaliation is illegal and will not be tolerated.

Service Changes and Termination

Changes to Services

Services may change due to:

  • Changes in your needs

  • Regional Center authorization changes

  • Staffing availability

  • Regulatory requirements

We will notify you in writing of any significant changes.

Ending Services

You may end services at any time by:

  • Notifying us in writing or by phone

  • Informing your Regional Center

We may end services if:

  • Regional Center authorization ends

  • You do not comply with service requirements

  • Safety concerns cannot be resolved

  • Payment issues are not resolved

We will give 30 days written notice unless there is an emergency.

Frequently Asked Questions

Q: How do I start services?
A: First get Regional Center authorization, then contact us at 510-456-6696.

Q: Who will provide my services?
A: We will match you with qualified staff based on your needs and preferences.

Q: Can I request a different staff member?
A: Yes, please contact us if you'd like to request a change.

Q: What if I need to cancel?
A: Call us at least 24 hours in advance at 510-456-6696.

Q: What if I have a complaint?
A: Contact us first at 510-456-6696. We want to resolve issues quickly.

Q: Can I get services in my language?
A: Yes, please tell us what language you need and we will arrange services.

Q: What if my needs change?
A: Contact both us and your Regional Center Service Coordinator to update your service plan.

Q: How do I know my information is private?
A: We follow HIPAA and state confidentiality laws. Your information is protected.