Description
Comprehensive, Plain-Language Guidance for Clients and Families
The PASSPORT Client Handbook is a fully developed, client-centered resource designed to help individuals and families clearly understand PASSPORT services, their rights, and how to successfully navigate home- and community-based supports. Written in plain language and organized for ease of use, this handbook walks clients through every stage of their PASSPORT experience—from starting services and understanding their care team to handling emergencies, requesting changes, and resolving concerns.
This handbook goes beyond basic program explanations. It includes detailed sections that explain:
- Service planning and how PASSPORT services are authorized
- Scheduling expectations, missed visits, and cancellations
- Hospitalizations, rehabilitation stays, and temporary absences
- Emergency procedures and after-hours support
- Privacy, confidentiality, and HIPAA protections
- Step-by-step guidance for what to do when something goes wrong
Clients are clearly informed of their rights and responsibilities, including:
- How to participate in person-centered planning
- How to request service changes or reassessments
- How to choose or change providers
- How to file complaints or appeals without fear of retaliation
Practical tools and worksheets are built directly into the handbook to support meaningful engagement, including:
- Personal preferences and communication tools
- Emergency and backup support plans
- Service plan summaries and “at-a-glance” guides
- Contact sheets for providers, care managers, and emergency resources
- Worksheets that help clients share concerns, request changes, and track questions
Designed to align with Ohio Department of Aging PASSPORT and HCBS expectations, this handbook supports provider compliance while also improving service quality, transparency, and client satisfaction. It is ideal for onboarding new PASSPORT clients and serves as an ongoing reference agencies can confidently provide as part of their standard documentation package.
