Communication Requirements 

Expectations for Group Home and Sponsored Residential Providers

Whether you are a group home provider or a sponsored residential provider, your role is essential to the care and success of the individuals we support. To build a strong and professional working relationship, it’s important that expectations are clear from the beginning. This document outlines what you can expect from us — and what we expect from you.

1. Professional Communication is Essential

Sunny Haven uses blanket emails to communicate important reminders, deadlines, policy updates, and expectations. These messages may not always apply to every provider at the time, but they are necessary to ensure consistency, fairness, and transparency across all locations.

Please understand that blanket emails are not personal. They are a standard part of communication with a large and diverse provider network. If clarification is needed, you are always welcome to reach out through the proper channels. However, direct escalations over general communication create unnecessary conflict and undermine collaboration.

2. Accountability Applies to Everyone

All providers — both group home and sponsored — are responsible for remaining in full compliance with licensing and Medicaid requirements. This includes, but is not limited to:

• Meeting all documentation and upload deadlines

• Completing and updating required training for staff

• Ensuring all required forms and assessments are current

• Responding promptly to reasonable requests from Program Management or Human Resources

• Maintaining active use of systems such as Lauris and WaMS, when applicable
  
  

We will hold all providers to the same expectations. If accountability becomes inconsistent or ignored, financial penalties or enforcement measures may be introduced to ensure compliance. We will not selectively enforce expectations.

3. Past Employment Should Not Influence Present Standards

We understand that many of you have worked with other agencies or systems that may have handled communication or oversight differently. However, Sunny Haven is focused on fair, professional, and proactive operations.

If a provider is experiencing strong emotional reactions to standard professional communication or oversight, we encourage thoughtful reflection. We aim to create a supportive but firm environment rooted in shared responsibility and clear standards.

4. Collaboration is Non-Negotiable

Whether you operate a group home or sponsor an individual in your residence, your partnership with Sunny Haven should be solution-focused. We expect:

• Timely action when something is requested

• Respectful, constructive responses — even when feedback is difficult

• A team approach to solving problems and ensuring continuity of care

• Willingness to communicate without unnecessary defensiveness or escalation
  
  

If you anticipate that any requirement will be met with resistance, delays, or non-responsiveness, it is better to address that openly now. Delays in documentation or refusal to follow processes will not be acceptable, and we will not allow avoidant behaviors to disrupt service quality.

Summary of Expectations

All Sunny Haven providers are expected to:

• Maintain compliance and documentation without delay

• Respond professionally to blanket communications

• Avoid unnecessary conflict or escalation over standard procedures

• Embrace accountability as a shared priority

• Communicate timely, respectfully, and effectively
  
  

We are here to support you — but we are also here to ensure high standards and quality services. We are glad you are part of the team, and we look forward to building a strong partnership based on trust, action, and shared purpose. Welcome to our team!

Sunny Haven Residential Services
Program Management & Human Resources

Communication Agreement 

Purpose

To establish clear and consistent expectations for professional communication across all roles within Sunny Haven Residential Services. This agreement ensures effective, timely, and respectful communication to support collaboration and maintain compliance.

Scope

This agreement applies to all communication related to Sunny Haven business, including:

• Email

• Voicemail and phone calls

• Instant messaging platforms 

• Video conferencing

• In-person interactions

• Internal documentation systems (e.g., Lauris)
  
  

Core Values

We expect all team members and providers to uphold the following values in their communication:

• Respect – Honor others' time, roles, and perspectives.

• Clarity – Be clear, concise, and avoid jargon or ambiguous language.

• Timeliness – Respond to communications within two (2) business days (Monday–Friday).

• Transparency – Communicate openly and honestly, even when issues arise.

• Collaboration – Work together to find solutions and resolve concerns constructively.
  
  

Communication Methods & Responsibilities

Email as Primary Communication:
Email is the primary method of communication between staff, providers, and administrative leadership. Staff and providers must regularly check the email address they have provided to Sunny Haven. This includes reading and responding to messages sent via our internal systems, such as Lauris.

Email Changes:
If your email address changes, you must notify administration immediately to avoid gaps in communication.

Voicemail and Lauris Messages:
Phone calls and voicemails are considered official channels of communication. Staff and providers are also expected to monitor and respond to messages within the Lauris system regularly.

Response Time Expectations

All voicemails, emails, and internal messages (e.g., Lauris) must be returned within two (2) business days. Failure to do so may be considered noncompliance with Sunny Haven’s professional standards.

Communication Violations & Consequences

Failure to maintain timely or professional communication may result in:

• Verbal or written warnings

• Provider write-ups

• Corrective action plans or disciplinary action

• Termination of employment or provider contract (in severe or repeated cases)
  
  

Policy Reference – Section 3.13: Voicemail and Email Use

Sunny Haven may provide voicemail and email access for business purposes only. All messages are the property of Sunny Haven Residential Services and may be reviewed or monitored to ensure compliance.

Messages may not include content that is disruptive, unprofessional, or offensive. Content must always adhere to company standards and all policies outlined in the Sunny Haven Handbook.

Summary

All team members and providers must:

• Check and respond to messages within two (2) business days

• Maintain professional and respectful communication

• Use email and voicemail appropriately and in accordance with policy

• Understand that continued failure to communicate will result in corrective action
  
  

By working together with clear and timely communication, we uphold our commitment to excellent service and responsible care.