Quality Assurance (QA) has created a new perspective in FY16.  This team has looked to change their role from policing the issues to being a helping hand in the overall organization.  They are increasing transparency to all employees, as well as the customers they serve. QA firmly believes that their purpose is to be a supportive entity within Skils’kin by providing enlightenment on circumstances prior to an accident or issue occurring.  With a new manager at the helm in addition to a new Quality Assurance Specialist, great things are coming to pass in this department.


Cultural Competency and Diversity Plan

Skils’kin celebrates and advances diversity by creating a safe place in which people can express themselves freely and share their unique talents. We believe the diversity of talents enriches our company by fueling creativity, innovation, and success. Our organization fosters inclusion, tolerance, and respect for diversity in all forms by striving to ensure that the following items occur for the population of persons served, employees, families/caregivers, and volunteers:

  • Acceptance and inclusion that moves beyond simple tolerance to embracing the richness of the diverse identities of our people;
  • Provide respectful and individualized methods of service delivery that embrace the exceptional diversity of our population;
  • Recognize that cultural issues are not limited just to ethnicity considerations, but may also include age, gender, sexual orientation, spiritual beliefs, socioeconomic status, language and other issues;
  • Value differences including cultural differences and recognize similarities among consumers, employees, families/caregivers, volunteers, customers and vendors;
  • Support a work environment free of all forms of discrimination, including sexual, religious or cultural harassment;
  • Develop a diverse workforce that reflects the communities in which we operate;
  • Hire employees who are representative of our persons served in an effort to provide settings that promote comfort, trust, and familiarity;
  • Skils’kin strives to be proactive in our training, education, and service delivery. We conduct annual cultural diversity/competency training (various Skils’kin diversity training);
  • Encourage a climate of cooperation and collaboration in ALL work environments that promotes a positive attitude toward our provision of services;

Skils’kin values differences and recognizes similarities among consumers, employees, families/caregivers, volunteers, customers and vendors. It is the responsibility of all Skils’kin employees and volunteers to generate and maintain work environments in which everyone feels respected, valued and welcomed.

Cultural Competency as defined by CARF: “Cultural competency is an organization’s ability to recognize, respect and address the unique needs, worth, thoughts, communications, actions, customs, beliefs and values that reflect an individual’s racial, ethnic, religious, and/or social groups or sexual orientation.”

Our emphasis on Cultural Competency and Diversity will be shared with stakeholders via New Hire Orientation and these associated Departmental Policies:


Skils'kin Strategic Plan

Corporate Compliance Notice

Corporate Compliance Notice

Skils’kin is committed to the delivery of services in an environment characterized by the highest standards of accountability for administrative, program/employment, business, marketing, and financial management services. Further, the management of Skils’kin is fully committed to the prevention and detection of fraud, waste, abuse, fiscal mismanagement and misappropriation of funds and has developed a corporate compliance program that emphasizes (1) prevention of wrong doing – whether intentional or unintentional, (2) immediate reporting and investigation of questionable activities and practices without consequences to the reporting party and (3) timely correction of any situation which could potentially put its consumers, stakeholders, the organization, its leadership or employees at risk.

Any person wishing to submit a report of any suspected case of waste, fraud, abuse or wrongdoing can do so confidentially and without fear of retaliation or reprisal. Reports can be submitted in person or by mail, telephone or e-mail to the organization’s Corporate Compliance Officer:

Director of Human Resources

4004 East Boone Avenue
Spokane, WA 99202-4509
(Phone) 509-209-2438
June 14, 2016


Company Rights and Responsibilities

Company Rights and Responsibilities

The following is an excerpt from our Company Rights and Responsibilities Policy:

Responsibilities – All Employees

  1. Skils’kin recognizes that our employees are essential to successful performance of our mission, and that out strengths lie in putting everyone’s good ideas to work. The basic virtues of kindness, courtesy, and integrity are among the elements that provide an environment conducive to mission performance and a pleasant working environment.


  • Employee Responsibilities to Persons Served:
    1. People with disabilities, their families, friends and allies teach us much about the importance and value of listening to and being guided by the very people who “experience” the services and supports that we provide. Therefore:
      • All people have the right to be treated with dignity and respect.
      • All people have the right to access services which allow them to achieve their highest individual potential.
      • All people have the right to make their own choices and direct their own lives.
      • All people have the right to develop meaningful relationships with people they care about and who care about them.
      • All people should be able to feel good about themselves and have others recognize them for what they contribute to others and to the community.
      • All people have the right to be involved—to be active in the community and to do the things they enjoy.
      • All people should be able to learn to do things on their own or to be supported to do things for themselves.
      • All people should be able to feel safe and to enjoy good health.
      • Supports must consider individuals’ cultural/ethnic backgrounds and preferences.


    2. All employees must:
      • Ensure that individual rights are recognized and protected.
      • Place the needs of persons served over personal and other agency needs.
      • Guard against any form of exploitation.
      • Ensure that services are provided in the least restrictive and most integrated manner.
      • Advocate change in existing services in a professional manner.
      • Respect the confidentiality of persons served.


    1. Employee Responsibilities to Customers:
      1. Comply with all contractual obligations.
      2. Respect customers and treat each one objectively, honestly, and fairly.
      3. Maintain open communication.
      4. Promote trust.
      5. Work cooperatively and promote teamwork with all customers or stakeholders (persons served, clients, contractors, coworkers and other agencies).
      6. Perform quality, timely work for all customers, staff members and clients.
      7. Respond promptly and positively to any concerns regarding our products or services.


    1. Employee Responsibilities to Community:
      1. Promote public awareness of the rights and capabilities of citizens with disabilities.
      2. Positively reflect the agency and its goals to the community.
      3. Disclosures of reports and documents are in full, fair, accurate, timely and understandable.


    1. Employee Responsibilities to Skils’kin:
      1. Follow all policies and procedures.
      2. Work safely.
        • Observe rules and procedures developed for the safe operation of machines, tools and equipment, and practice safe working methods.
        • Report all safety hazards and violations.
      3. Dress appropriately for position, and consistent with internal policy, safety, and health regulations.
      4. Efficiently manage one’s time.
        • Keep personal telephone calls and visits to a minimum.
        • Do not engage in outside business or social activities while on duty.
      5. Maintain accurate information.
      6. Maintain equipment and protect property.
        • Use the greatest care when using equipment, vehicles, supplies, grounds or materials.
        • Report maintenance and repair problems to Supervisors.
        • Skils’kin property should only be used for agency purposes.
      7. Participate in the employee suggestion/request system. Suggestions for improvement are always appreciated.
      8. Be open to new ideas.
      9. Seek continued growth through continuing education.
      10. Maintain membership and participate in professional organizations.

Skils'kin Grievance Procedure

Grievance Resolution Procedure

This is an excerpt of Skils’kin’s Grievance Resolution Procedure.

Click here to listen to an audio version of the Grievance Resolution Procedure for Employment Services.


Skils’kin believes performance complaints are best resolved at the lowest level possible. We have a six-step grievance resolution procedure that allows for grievances/complaints to be resolved in a timely manner with fair negotiation and resolution.

Skils’kin strives to ensure the health and safety of all individuals receiving services. If the complaint poses a major health and safety concern, we may not adhere to all steps described in the grievance resolution process.


This procedure applies to all individuals and staff in the Employment, Community Living Services (CLS) and Payee Services departments; the Corporate Compliance Officer (CCO) or designated Human Resources (HR) Representative/Advocate; CEO; and the Board of Directors (BOD).


CLS, Employment, Payee Department Directors/Managers, and the CCO must each maintain a grievance log.  These logs are treated as confidential documents.  Access is limited to the CCO, CEO, Board of Directors, Compliance Manager, and others on a “need to know” basis.

  • Grievances consist of individual complaints regarding quality of service that have not been resolved informally at a lower level.
  • Grievance logs must include department, the issue reported, individuals affected, and resolution/results of investigations. They must note any open complaints.

The CCO logs all formal grievances/complaints that pertain to compliance issues.

  • The Compliance Manager reviews this log with the CCO on a quarterly basis to verify investigations and concur in the findings.
  • Additionally, the Compliance Manager is included on all investigation correspondence in real time and conducts interviews (randomly) to verify fair and just handling of the case.
  • A copy will be provided to the CEO, Board of Directors, and others as required by contract and/or Mandatory Reporting Policy.

Under Skils’kin’s reporting policy, Skils’kin prohibits retaliation or harassment against anyone filing a truthful report or assisting in a corporate investigation. Concerns regarding retaliation or harassment should be reported to the CEO or CCO. Any person who retaliates against an employee or other person will be subject to discipline, up to and including termination.


Accused employees are protected by the False Claims Act. If an investigation finds that an employee has knowingly or willfully fabricated information on a report, or has knowingly or willfully distorted, exaggerated, or minimized information, disciplinary action may be taken against the employee, up to and including termination.

Departmental Procedures

  • Procedure for CLS Department: see Attachment 1
  • Procedure for Payee Services Department: see Attachment 2
  • Procedure for Employment Services Department: see Attachment 3

Additional Information

  • This policy and its attachments are included in the Individual Employment Handbook.  All individuals are expected to read and/or understand this policy prior to receiving services with Skils’kin.
  • If an individual does not respond to the findings of a complaint within the specified time frames, the matter will be closed.
  • We encourage individuals to use our Human Resources department to assist them through the grievance process.
  • Individuals involved with a grievance and/or active investigation are discouraged from discussing the matter with others not directly involved in the resolution process. Employees are prohibited from this activity.
  • For issues that involve multiple individuals, each individual must file a complaint for their individual grievance to be addressed.
  • If the grievance is with Skils’kin’s CEO, it must be submitted in writing to the HR Director, who then submits the complaint directly to the Board of Directors.
  • The Board of Director’s decision shall be provided to the individual in writing within thirty (30) business days.

Skils'kin Accessibility Plan

Ethical Codes of Conduct

Ethical Code of Conduct Overview

The purpose of Skils’kin’s Ethical Code of Conduct is to provide guidance and set common ethical standards for our employees and officers to adhere to on a consistent basis.
Click here to listen to an audio version of Skils’kin’s Ethical Codes of Conduct.
OUR MISSION: To enrich the quality of life for adults with disabilities.
OUR VALUES: Accountability, Collaboration, Diversity, Innovation and Integrity
Business Practices
It is Skils’kin policy to conduct our business affairs in an ethical, impartial, honest and proper manner. Self-interests and personal desires will not interfere with teamwork or fairness.
Human Resources
Skils’kin understand the importance of its human resources; this is why we are committed to maintaining a professional and diverse workforce.
When marketing services and products to the public, Skils’kin employees will be transparent, honest, and respectful. In promoting our services or products be respectful to employees, clients and individuals including their cultural beliefs and values. We will protect confidential information and respect the privacy of our employees and participants.
Illegal and Unethical Acts
Our commitment to integrity begins with complying with laws, regulations, and rules where we do business. Skils’kin employees follow an internal Fraud and Abuse Policy and are required to report fraud, bribery, theft, falsification of records and other wrongdoing. Good Faith reports of illegal or unethical acts will be kept anonymous, if desired, and can be made without fear of retaliation.
Conflicts of Interest
All Skils’kin employees must avoid situations that create a conflict of interest or the appearance of one. Our employees understand that these conflicts might compromise our integrity and reputation.
Gifts and Money
Skils’kin employees are strongly discouraged from accepting gifts from salespeople, vendors, suppliers or any other type of solicitor. Furthermore, giving or receiving expensive and/or meaningful gifts, to or from program participants, is not appropriate in the professional environment, even with the best of intentions.
Professional Boundaries
We understand that in any professional relationship there is an innate power imbalance that arises. Our clients and individuals trust our staff to be professional and act with their best intentions in mind. Skils’kin staff must ensure that as advocates we encourage and assist our participants in building and maintaining healthy boundaries.
Selling and Solicitation
No non-employee is allowed to come on to the property of Skils’kin to survey, petition or distribute literature to employees. In addition, Skils’kin employees may not solicit for any purpose, at any time, in any work area during working time.
In the spirit of open communication, Skils’kin employees are encouraged to ask questions and to get advice from their supervisor, the Human Resource Department, the Compliance Manager or the CEO.
Employee Responsibilities
It is the responsibility of each Skils’kin employee to act in an ethical, fair and impartial manner in all interactions with our clients, individuals, community and customers. It is the responsibility of each employee to respond promptly and positively to any concerns with our products or services. Each employee has the responsibility to promote Skils’kin and protect its assets. Each employee has the responsibility to advocate for people with disabilities and promote public awareness of the rights and capabilities of people with disabilities.




The policies and procedures listed on this page were last updated 7/3/2017.