Section 144-129-7 - AGENCY EXPECTATIONSA.EXPECTATIONS.1. Agencies must comply with the following:a. Inform clients of the names of agency staff and their qualifications, upon request;b. Provide services to clients free from abuse, neglect, exploitation, or misappropriation of property;c. Involve clients in the development of their service plan;d. Arrange for clients to receive the services as identified on their service plan, unless a client refuses services;e. Communicate with clients about services and supports in a language the client understands;f. Inform clients if services cannot be delivered on a given day;g. Provide clients with access to their records and produce paper copies of all records pertaining to a client upon the client's or legal representative's request. If the request for paper copies is made orally, the agency must document the date the request was received in the client record (the agency may assess a reasonable, cost-based fee for paper copies consistent with applicable law);h. Treat client records and information pertaining to a client's personal, medical and mental health status as confidential, in accordance with Section 9(A)(2) of this rule;i. Inform clients, verbally and in writing, of how to file a grievance with the agency, provided in language understood by the client;j. Inform clients, verbally and in writing, and in a language understood by the client, of how to file a complaint with the Department and that this complaint may be filed instead of or in addition to a grievance;k. Inform clients of the outcome of any licensing inspection or investigation conducted by the Department, upon request; andl. Inform clients of their state protection and advocacy rights, including but not limited to providing contact information for the Division of Licensing and Certification, Adult Protective Services and the Maine Long Term Care Ombudsman Program.2. The client must be given a copy of these agency expectations at the time of signing a contract with the agency.3. A signed copy must be maintained in the client's record.B.GRIEVANCE PROCEDURES.1. The agency must have a process for clients to raise issues or concerns about the manner and quality of services or other grievances with the agency.2. The agency must retain a record of all grievances filed by any client or a client's legal representative. This record must contain the following: b. Date of filing of the grievance; andc. The nature of the grievance.3. The agency must investigate all grievances.4. The agency must document the investigation and the resolution of all grievances in the client's record.5. The agency must provide a written resolution to the client within seven calendar days and a copy must be kept in the client's record.10-144 C.M.R. ch. 129, § 7