Page 30

deceased, the SSR should refer the requestor to the IMA PolicyUnit for assistance. IMA will not disclose information to any authorized representative who is abusive or in any way disruptive to staff in the performance of their duties. If the request is less than 100 pages, the SSR should not assess any fees for the cost of copying the disclosed material. Requests in excess of 100 pages should be referred to the IMA Policy Unit. Any request by a customer for an accounting of all disclosures should be forwarded to the IMA Policy Unit, which will refer the matter to the DHS Privacy Officer as appropriate.

Requests for Information from All Other Parties 3.6.2

Should an SSR receive a request to review a customer’s case record from a person other than the customer or their authorized representative, the SSR should refer the requestor to the Administrator. An SSR should never disclose information to such persons in the absence of a signed, verified request from the customer. Please see Section 3.7: Non-Routine Disclosures of Customer Information in this Part.

NON-ROUTINE DISCLOSURES OF CUSTOMER INFORMATION 3.7

Exclusive Role of the Administrator/Designee in Non-Routine Disclosures 3.7.1

ALL Only the Administrator or the Administrator’s explicit designee may authorize the disclosure of customer information to a requestor who is not an authorized representative of a customer. For this reason, SSRs should refer all non-routine requests for customer information to the Administrator. This would include all requests from law enforcement officials, unauthorized neighbors, subpoenas, etc. The Office of the Administrator shall maintain a log of all such requests and maintain copies of the correspondence between the Administrator and the requestor(s). The log shall include the following information: the date of the disclosure; the name of the entity or person who received the information and, if known, the address of such entity or person; a brief description of the information disclosed; and a brief statement of the purpose of the disclosure that reasonably informs the individual of the basis for the disclosure or, in lieu of such statement, a copy of a written request for a disclosure, if any. As a matter of practice, the Administrator shall deny all such requests unless the requestor can provide verification that s/he is an authorized representative of the customer. If the request is in the form of an administrative or judicial subpoena, the Administrator shall immediately contact the Office of the General Counsel. Except in rare circumstances allowed under federal and District law, the General Counsel shall seek to quash all such subpoenas. In the event that the subpoena is upheld, the Administrator shall provide only that information delineated in the subpoena. To the extent allowed by federal and District law and the judicial order, the disclosure will be noted in the case record. Customer Service Unit Disclosures to Qualified Medical Providers 3.7.2

ALL Because qualified medical providers have signed a provider agreement with the Medical Assistance