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______________________________________________________________________________ 191 DIVISION OF WELFARE AND SUPPORTIVE SERVICES Child Care Policy Manual determine the reason, logic, and accuracy of the case manager’s decisions/actions. After every contact with the client and/or action taken on the case, case notes must be made in the computer system. Examples of actions to be documented in the computer system are (not limited to): • Approval of benefits • Denial of benefits listing the denial reason • Updates to the case which result in an increase or decrease of benefits • Termination of benefits listing the reason the case is being terminated • Changes reported by the client or any other source • Change in an authorized representative • Details of conferences and/or hearings results • Client contacts (concerns or complaints from the client) • Appointment dates and times scheduled • Client no-show for appointments • Recertification information Other information pertaining to the case may also be documented in the case notes if it is factual and not the opinion of the case manager. The case manager must document the actual date of the activity within the narrative if it is different than the date of entry. Information reported by phone must be documented in the case notes in the computer system and contain the following information: • The reported change; • The date the change occurred; • Who reported the change; and • The date the change was reported. Case notes for a change should include the date the change was reported by the client, the date the change affected the case, and the date the action was taken by the case manager. “Prudent Person” Principle The policies and procedures included in this manual are rules for determining eligibility. It is impossible to foresee and give examples for all situations; therefore, child care staff are encouraged to use reason and apply good judgment in making eligibility decisions. A reasonable decision made based on the best information available using logic, program knowledge, experience, and expertise in a particular situation is referred to as the “prudent person” principle. The case manager must document in the computer system the rationale used to make the decision and any applicable manual references and policy interpretations. Follow local office procedures for obtaining an interpretation from Child Care Program Specialists in Central Office, or submit Policy and Procedure Inquiry, Form 6018, requesting clarification or directives, to the CCDP email: ccdp@dwss.nv.gov, when it is impossible or inadvisable to follow the prudent person principle because of a lack of information or program knowledge or the existing policy is unclear. 100-Program Overview [24] MTL 01/24 July 1, 2024