Contributions and Miscellaneous Items

Participant Contributions

NMOW participants are requested to make a voluntary financial contribution to offset the cost of the meals.

  1. NMOW participants shall be provided with written information regarding suggested contributions and procedures for making said contributions.
  2. Contributions in the form of checks or cash can be collected by the driver preferably in a sealed envelope. Use of envelopes will ensure the security and confidentiality of contributions made by participants.
  3. At no time should participants be asked for contributions by their driver.
  4. No person can be denied participation because of failure or inability to contribute.
  5. The contractor can keep the contributions collected and use it towards the cost of the meal.

Termination from 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. NMOW participants can be terminated from the neighborhood 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. and Sexual harassment.

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

Participant Grievances

Contractor shall establish a Grievance Policy that complies with the terms of the contract with the County. The Grievance Policy shall assure that any participant’s complaints regarding service delivery are promptly addressed and fairly resolved and has specific requirements defined by the county to comply with applicable state and federal requirements. Nothing in the Grievance Policy shall be construed as prohibiting older individuals from seeking other available remedies, such as presenting their complaints to SNP or at an open meeting of the Social Services Agency’s governing board.

Once a policy is established, a procedure to report a grievance will be created by the agency and submitted for approval by the assigned dietitian. The Grievance Policy/Procedure shall be available in the primary language of a significant number of older adults. A language spoken by the participants that equates to 25% or more, the Grievance Policy/Procedure must be available in that language. The SNP has available templates of the procedure in languages such as English, Chinese, Japanese, Korean, Portuguese, Spanish, and Vietnamese. A sample procedure can be found in Appendix: Grievance Procedure.

  1. At a minimum, the procedure shall include all the following:
    1. Where and who to contact to file a complaint.
    2. Time frames within which a complaint will be acted upon.
    3. Written notification to the complainant of the results of the review.
    4. A statement that the complainant may appeal to a higher body of authority if dissatisfied with the results of the review.

Confidentiality provisions are in place to protect the complainant’s rights to privacy. Only information relevant to the complaint may be released to the responding party without the older individual’s consent.

  1. Complaints may involve, but not be limited to, any or all the following:
    1. Amount or duration of a service
    2. Denial or discontinuance of a service.
    3. Dissatisfaction with the service being provided or with the service provider.
    4. Failure of the service provider to comply with any of the requirements set forth by program regulations or in the contract with SNP.

The complainant has a right to remain anonymous but will need to provide an address or email address for written correspondences. All grievances will be recorded by the site manager on an incident report (Appendix: Incident Report) and submitted to the assigned dietitian.

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 Volunteers, 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 caregiver
    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

The SNP obtains feedback on menu preferences, meal satisfaction, and clients’ overall health via the Participant Satisfaction Survey. The survey will be developed by the County and distributed annually to the participants. The survey data will be used to monitor client satisfaction with meals and delivery service and to assess program outcomes. Survey results will help with menu planning and service improvements. The participants can provide input using Paper Survey and/or Online Survey.

1. Paper Survey

  1. Hard copies of the survey are provided to the SNP sites to be distributed to participants.
  2. Surveys can also be mailed to the clients from the county office which include self-addressed envelopes and instructions to mail back completed surveys to SNP.
  3. Each survey is individualized with client’s information, such as registration number, for tracking and follow-up assessment.
  4. Paper surveys are available in English, Chinese, Spanish, Vietnamese, Japanese, Korean, and Portuguese.
  5. Surveys are available for visually impaired clients in large print (font size 14 to 16).

2. Online Survey

  1. Surveys can also be completed electronically via Qualtrics.com.
  2. Survey links or QR Code will be provided and promoted via a flyer posted on-site and/or distributed during meal service.
  3. Online surveys can be available in languages, such as English, Chinese, Spanish, Vietnamese, Japanese, Korean, and Portuguese.
  4. Surveys can also be available for visually impaired clients in large print (font size 14 to 16).

3. Survey results will be entered in Qualtrics for data analysis and reporting.

4. SNP sites can use survey results for menu planning and service improvements.

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 site manager will provide at least two (2) in-service trainings per year to the NMOW drivers. At least one of the training sessions shall be on a Food Safety topic.
  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 NMOW 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 staff have the right to inspect the food production kitchen at any time and without notice.
  2. Scheduled annual evaluations and quarterly reviews, will be conducted by the assigned County 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. Submit the following to the assigned dietitian:
    1. Participant Intake Form upon enrollment
  2. Submit California Department of Aging (CDA) Data Privacy Completion Certificate of employees, volunteers, or subcontractors who handle confidential participant information, including assessment forms. 
  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 weekly and sent to SNP monthly by the 4th working date of the month.
    1. NMOW Weekly Report
    2. NMOW Monthly Report
  5. 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).

Data Security Policy & Procedure

Contractors have access to confidential information in the performance of this program but may not use or disclose this information for any purpose other than in the performance of its obligations. Each contractor must establish and maintain information security program and l have operational practices in place to protect confidential information, including County Data, County Confidential Information, and Personal Sensitive and Confidential Information (PSCI). Practices must protect against wrongful access, inspection, use, or disclosure. Operational practices must be provided to all employees, volunteers, or other individuals acting on behalf of Contractor.

  1. Definitions
    County Data means data and information received by Contractor from County. County Data includes any information or data that is transported across a County network, or that resides in a County-owned information system, or on a network or system under the control and management of a Contractor for use by County.

    County Confidential Information includes all material, non-public information (including material, non-public County Data, and Personal, Sensitive and Confidential Information (PSCI)) appearing in any form (including written, oral, or displayed), that is disclosed, directly or indirectly, through any means of communication by County to Contractor or by a participant to Contractor.

    PSCI includes but is not limited to:
    1. Personal Health Information, including nutrition risk assessment responses
    2. Personal Information
    3. Information protected under the Health Insurance Portability and Accountability Act (HIPAA)
    4. Any personal identifying information, including:
      1. Social Security number
      2. Date of Birth
      3. Home address
      4. Medical information
      5. Driver License information
      6. Information about individuals that relates to their personal life or identifies or describes an individual
      7. Any other information that is considered proprietary, a copyright or otherwise protected by law or contract
    5. Information protected under other applicable law, regulation, or policy.
  2. Training Requirements
    Upon entering a new agreement with County, annually by July 31st of each year, or upon assignment to a role that handles PSCI, anyone acting on behalf of Contractor, including employees and volunteers, who handles confidential PSCI, including but not limited to registration forms and participant rosters, must complete the required Security Awareness Training module located at https://aging.ca.gov/Information_security/. Upon completion, certificates need to be submitted to Marilyn Picard at Marilyn.Picard@ssa.sccgov.org.
  3. Timeframe
    Confidential information must remain protected even after termination of the agreement with the county or the closure of a meal site.
  4. Violation
    Activities by any individual or entity that is suspected of compromising confidential information will be reported to SNP Administration within 24-hours by completing a Incident Report.

    Any wrongful access, inspection, use, disclosure, or modification of PSCI is a crime and is prohibited under state and federal laws and may result in termination of the Contract/Agreement with Senior Nutrition Program.

Frequently Asked Questions (FAQs)

Am I eligible to get NMOW?

To be eligible to receive the NMOW 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. Site manager will conduct a confidential eligibility assessment to determine your eligibility.

I am disabled; can I get NMOW?

You must meet the eligibility requirements previously listed. A disability alone does not automatically qualify you for this program.

Where do I get an application?

Applications are available for the Gilroy, POSSO, VASC, and Yu Ai Kai NMOW. You can contact these programs and receive an application.

Gilroy NMOW Program: 408-762-6021

POSSO NMOW Program: 408-293-0877

VASC NMOW Program: 408-518-6200

Yu Ai Kai NMOW Program: 408-297-4979

How much does it cost?

We encourage all participants to contribute $5.00 per meal. This amount only covers a portion of the total cost of the meal. 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.

How many days a week can I get meals?

You will receive a meal delivered every day, Monday through Friday.

What kind of food do you serve?

American continental hot meals are served through the Gilroy NMOW program, Portuguese hot meals are served through the POSSO NMOW program, Vietnamese hot meals are served through the VASC NMOW program, and Japanese hot meals are served through the Yu Ai Kai NMOW program.

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 at least one-third of the daily nutritional requirements for a senior.

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.

What time of day will my food be delivered?

The assignment of the delivery time is based on your address. You must be available ½ hour before and ½ hour after your assigned delivery time to account for traffic fluctuations.

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.

Can I call you to cancel a delivery?

If you are unable to be at home for any reason like hospitalization or vacation, you may call the provider and cancel the delivery for that day/week.

Do I pay the driver?

You can contribute towards your meal either by cash or check. The driver can collect the contribution and submit it to the site manager on your behalf. Alternatively, you can also mail in your contributions to the agency. Check with the site manager if they provide blank envelopes for your contributions.

How is the program funded? Isn’t NMOW a government program?

The Meals on Wheels is not an entitlement program, nor is it means-tested. Santa Clara County only covers part of the total cost. Community donations and participant contributions are an important part of maintaining the program.