Contributions and Miscellaneous Items

Participant Contributions

MOW participants are requested to make a voluntary financial contribution to offset the cost of the meals. The suggested contribution for home-delivered meals will be determined by the County.

  1. MOW participants shall be provided with written information regarding suggested contributions and procedures for making said contributions.
  2. Checks shall be mailed directly to the following County address:

    353 W. Julian Street, 4th Floor, San Jose, CA 95110

  3. Use of envelopes will ensure the security and confidentiality of contributions made by participants.
  4. The self-addressed blue envelopes will be given to MOW participants for their contributions or donations.
  5. At no time should participants be asked for contributions by their driver.
  6. No person can be denied participation because of failure or inability to contribute.
  7. Where feasible, such as hot home-delivered program, a guest under 60 receiving hot home-delivered meal must pay the fee equal to the actual cost of the meal served. Guest fees are not confidential and are collected and recorded by contractor.

Termination from MOW Program

Staff and Volunteers serving older adults in the community have the right to work in a safe environment and must be treated with courtesy and respect. MOW participants can be terminated from the home-delivered meals program for any of the following reasons.

  1. Threatening behavior and/or offensive language;
  2. Inappropriate physical contact;
  3. Making unreasonable demands for service;
  4. Misrepresenting the need for service such as having someone live with them that is able to purchase their groceries;
  5. Two unsuccessful delivery attempts (no-one is at home to receive the meal);

If a decision is made to terminate from receiving MOW meals, a termination letter with the grievance form will be provided to the participant.

Grievance Policy and Procedure

The meal services eligible older adults receive are funded in part by the federal Older Americans Act. As mandated by the Act, the Santa Clara County Senior Nutrition Program has established and maintains a written grievance procedure for reviewing and attempting to resolve complaints of older individuals. Complaints may involve, but not be limited to, any or all of the following:

  1. Amount or duration of a service.
  2. Denial or discontinuance of a service.
  3. Dissatisfaction with the service being provided with the service provider.
  4. Failure of the service provider to comply with any of the requirements set forth in California Department of Aging regulations or in the contract with Sourcewise.

The purpose of the grievance procedure is to ensure an orderly method to fairly deal with complaints:

Step 1 – If a participant/representative/family member has a concern about the program or staff, they are encouraged to discuss their concern with the program’s Managing Dietitian and/or Nutrition Services Manager to identify a resolution. Comments and suggestions for improvements are welcome at any time.

Step 2 – If the concern cannot be resolved, the participant/representative/family member can discuss with the Senior Nutrition Program Manager. The participant may also choose to write a letter explaining their grievance. A written notification including the results of the review shall be presented within 10 business days. Grievances can be mailed to:

Santa Clara County Senior Nutrition Program

Attn: Senior Nutrition Program Manager

353 W. Julian Street, 4th Floor

San Jose, CA 95110

Step 3 – If the participant is dissatisfied with the results of the review, the participant may appeal in writing to Sourcewise. Written communication can be addressed to:

Sourcewise

Attn: Chief Executive Officer

3100 De La Cruz Blvd., #310

Santa Clara, CA 95054

A response will be provided within 10 business days of this appeal.

The participant’s confidentiality and right to privacy will be protected. Only information relevant to the complaint may be released to the responding party. Nothing in this grievance policy shall be construed as prohibiting older individuals from seeking other available remedies, such as presenting their complaints at an open meeting of the Santa Clara County’s governing board.

Mandated Reporter Status for Elder Abuse

The provider must comply with California Elder and Dependent Adult Abuse Reporting Law (15630 W&I) to report suspected dependent adult/elder abuse to the local County Adult Protective Services or Ombudsman. Refer to Title 22, 7636.1 (b) 9 and California Elder and Dependent Adult Abuse Reporting Law (15630 W&I).

All staff, including paid and volunteer, must report the abuse if staff has knowledge of an incident that reasonably appears to be one of the types of abuse listed, or reasonably suspect abuse. The types of abuse include all of the following: Physical abuse, abandonment, isolation, financial abuse and neglect, including self-neglect.

The abuse must be reported immediately or as practically possible by phone, or with a written report following within two working days. Failure to report abuse of an elder or dependent adult, in violation of the mandated reporting law, is a misdemeanor, punishable by law by both that fine and imprisonment.

Definitions of Abuse or Neglect: Abuse of older adults or people with disabilities can be physical, verbal, financial or psychological.

  1. Abuse can take many forms, including:
    1. Hitting or slapping
    2. Withholding food/medication/medical care
    3. Use of chemical and/or physical restraints
    4. Yelling, insults or threats of violence
    5. Misuse of funds
    6. Theft
    7. Fraud
  2. Warning signs of Abuse or Neglect include:
    1. Injuries incompatible with the explanation given
    2. Dramatic weight loss, dehydration or poor hygiene
    3. Untreated medical or mental health conditions
    4. Unpaid bills despite adequate assets
    5. Sudden appearance of new acquaintances
    6. Sudden absence of care giver
    7. Enforced social isolation
  3. Abuse can occur for a variety of reasons, but common contributing factors are:
    1. Stress created by the care needs of the senior or person with a disability
    2. Inadequate financial resources
    3. Isolation and lack of emotional support for people at risk and their caregivers
    4. Existing family problems and dynamics
  4. Self-Neglect by older adults
    1. Self-neglect occurs when, by choice or lack of awareness, older adults and people with disabilities live in ways that disregard their health or safety needs, sometimes to the extent that this disregard becomes hazardous to themselves or others.
    2. Older adults and people with disabilities who neglect themselves are not willing or able to perform essential self-care tasks such as providing food, clothing or adequate shelter; obtaining adequate medical care; obtaining goods and services necessary to maintain physical and mental health, well-being, personal hygiene and general safety and managing financial affairs.
  5. Reporting Procedures
    1. Staff is required to immediately report suspected activities identified above to their supervisor.
    2. Supervisors receiving reports must contact the Adult Protective Services and document the report.
    3. Contact information for Santa Clara County Adult Protective Services: 408-975-4900 or 1-800-414-2002

Participant Satisfaction Survey

A Participant Satisfaction Survey will be distributed at least once per year in order to obtain the participants’ opinions. The survey will be developed by the County and distributed by the County and/or contractor.

The survey data will be used to monitor client satisfaction with meals and delivery service and to assess program outcomes. Survey data will also be used to prepare future menus. MOW satisfaction surveys are typically distributed in the second half of the contract year.

Training, Education, and Evaluations

  1. Training Requirement
    1. Two mandatory trainings are planned each year by the County for all SNP Contractors. The contractor’s designated staff should attend.
    2. The County Dietitian(s) will provide two (2) in-service trainings per year to the MOW drivers. At least one of the training sessions shall be on a Food Safety topic. All food service personnel shall attend.
    3. All training provided by the County and/or contractor is to be logged and kept on file for a minimum of three (3) years. The log shall include training topic, date of the training, attendees, and the trainer.
    4. A Food Safety Certificate is required for one (1) Management Staff and/or Cook.
  2. Nutrition Education Requirement
    1. Written nutrition education material is to be distributed to MOW participants four (4) times per year. The educational material will be developed by the County Dietitian(s). Contractor shall assist with distribution of nutrition education materials. Delivery schedule will be determined in coordination with contractor.
    2. Additional handouts developed by County staff will be distributed as needed. Delivery schedule will be determined in coordination with contractor.
  3. Assessments and/or Evaluations
    1. County and Sourcewise staff have the right to inspect the food production kitchen at any time and without notice.
    2. Scheduled annual evaluations, reviews, and monthly conferences will be conducted by the assigned County Dietitian.
    3. Additionally, all provider kitchens receiving funding from Sourcewise will receive an annual on-site kitchen inspection by the Sourcewise Dietitian.

Submission of Required Documents

Permits, reports, and other required items shall be submitted to the County SNP. Items containing participant information must be done in a County-approved secure manner, which may include faxing, mailing, or emailing with encryption.

  1. If required, submit the following to SNP Registration (SNPregistration@ssa.sccgov.org):
    1. MOW Intake & Reassessment Forms
  2. Submit California Department of Aging (CDA) Data Privacy Completion Certificate of employees, volunteers, or subcontractors who handle confidential participant information, including assessment forms. The certificate can be obtained by completing the online CDA’s Privacy and Information Security Awareness Training.   
  3. Permits and/or Inspection Reports from Environmental Health and Fire Departments shall be submitted to SNP upon renewal or receipt.
  4. Reports of meals served shall be maintained by contracting agency.
  5. If required, contractor shall establish contracts and/or purchase order agreements with the individual congregate nutrition sites. Payment for congregate meals will be made by the agencies contracted to operate the senior nutrition sites.
  6. Contractor shall submit current Certificate of Insurance to SNP and EBIX (countyofsc@ebix.com or fax: (770) 325-3339), the County’s contracted insurance database.

MOW Frequently Asked Questions (FAQs)

  1. Am I eligible to get Meals on Wheels? 
    To be eligible to receive the Meals on Wheels (MOW) home-delivered-meals you must:
    1. Be 60 years of age and older;
    2. Be Homebound, meaning that due to illness or disability you are unable to leave your residence to easily shop for food and/or cook and you do not have someone do so for you on a consistent basis;
    3. Live alone or with someone else that is also Homebound; and
    4. Be a resident of Santa Clara County. A MOW Nutrition Coordinator will conduct a confidential eligibility assessment to determine your eligibility.
  2. I am disabled; Can I get Meals on Wheels? 
    You must meet the eligibility requirements previously listed. A disability alone does not automatically qualify you for this program. 
  3. Where do I get an application? 
    The eligibility intake process is started over the phone in a very simple format. Just call 408-350-3246 (direct line) or 408-350-3200 Option 4 and leave your name, phone number and brief message indicating “I am applying for Meals on Wheels.” You can also submit a request on-line by clicking this link: Meals on Wheels Interest Form Someone will call you back within one business day. 
  4. How much does it cost? 
    We encourage all participants to contribute $1.80 per day or $54.00 per month. This amount only covers a portion of the total cost of the weekly food delivery. While no one will be denied a meal for not contributing, we ask everyone to contribute what they can afford as the contributions allow us to service more seniors. 
  5. How many days a week can I get meals? 
    You will receive one delivery per week consisting of 14 meals (2 meals per day) and grocery items. 
  6. What kind of food do you serve? 
    Weekly deliveries include seven entrees, seven breakfasts and grocery items. The entrees can be used as lunch or dinner and consist of a fresh sandwich or wrap, a fresh salad (both made the morning of the delivery) and five frozen meals. The frozen entrees consist of one protein and two vegetables. These meals can be micro-waved and enjoyed at the participant’s convenience. The seven breakfasts include hot and cold cereals and other breakfast entrees. Additional grocery items such as milk, juice, fresh fruit, yogurt, cheese, bread, crackers and peanut butter are provided. 
  7. What if I am on a restricted diet or have food allergies? 
    The meals are not specially designed for disease management. However, a registered dietitian develops menus that meet a wide variety of nutritional needs. Our meal plan is well balanced and low in fat, sodium and sugar content. The menu fulfills approximately two-thirds of the daily nutritional requirements for a senior. 

    Note: We can provide a list of the nutritional analysis for you and your health professional to review prior to your enrollment to determine whether or not the program is right for you. 
  8. Can I order what I like, or substitute for meals I don’t like? 
    No.  A fixed menu is designed for each week and changes to accommodate dietary preferences or restrictions cannot be made. 
  9. What time of day will my food be delivered? 
    It depends on your residential address. The assignment of the delivery day and time is based on your address and will remain the same every week. You must be available ½ hour before and ½ hour after your assigned delivery time to account for traffic fluctuations. For example: If your assigned delivery time is every Tuesday at 10:00 a.m., it is your responsibility to be at home and available to receive and sign for the delivery every Tuesday from 9:30 a.m. to 10:30 a.m. 
  10. Can you leave the meals at my doorstep or in a cooler if I am not home? 
    No. We cannot risk our clients’ health by leaving food un-refrigerated for an unknown period of time. On occasion, deliveries can be left with a neighbor if you let us know in advance. We will work with you on the best plan for handling these rare exceptions. 
  11. Can I call you to cancel a delivery for the week? 
    If you are unable to be at home when your delivery is scheduled, you may call and cancel the delivery for that week. You can also make arrangements to deliver your meals to a next door neighbor or have someone receive and sign for your meals at your address. If you are not going to be available (hospital/vacation/etc.) for an extended time you may call 408-350-3246 and place a temporary hold on the meal deliveries. 
  12. Do I pay the driver? 
    No. Each month with your meal delivery, you will receive a pre-addressed and stamped blue envelope addressed to “Meals on Wheels – Santa Clara County Social Services Agency”. You can send/mail a check or money order to Meals on Wheels (MOW) as a contribution. Please do not mail cash or give money or envelope to the driver to mail. 
  13. How is the program funded? Isn’t Meals on Wheels a government program? 
    The Meals on Wheels is not an entitlement program, nor is it means-tested. State and Federal funding through Sourcewise under the Older Americans Act combined with funding from Santa Clara County only covers part of the total cost. Community donations and participant contributions are an important part of maintaining the program.