CLIENT RIGHTS 客户权利

• Treated with respect and dignity. 受到尊重和尊严对待。
• Receive services tailored to the specific needs of the individual (within reason). 接受针对个人特定需求的服务（在合理范围内）。
• Access to services without discrimination of any kind. 获得服务而不受任何形式的歧视。
• Access to information about ACA, including services offered, policies and procedures, client rights and grievance procedures. 查询有关美华的信息，包括所提供的服务，政策和程序，客户权利和申诉程序。
• Access to information about any other services that ACA staff believe may be of assistance to them. ACA will make every reasonable effort to refer to, or advise clients of, relevant services, preferably free. 查询有关美华工作人员认为可能对他们有 帮助的其他服务的信息。 美华将尽一切合理努力向相关服务推荐或建议客户，最好免费。 
• Privacy and confidentiality related to the information that ACA obtains. 与美华获得的信息有关的隐私和机密性。
• Ability to discontinue use of ACA services without recrimination or retribution of any kind. 停止使用美华服务时，不会受到任何形式的谴责或惩罚。
• Ability to express grievances about ACA services and expect to be treated fairly, promptly and without retribution. 能够表达对美华服务的不满，并期望得到公正，及时且无报应的对待。
• Offered services (Within ACA’s services) sensitive to their needs irrespective of cultural, religious and language backgrounds, sexual orientation or family structure. 不论其文化，宗教和语言背景，性取向或家庭结构如何，均应提供其所需要的服务 （美华服务范围内）。
• Ability to provide feedback to ACA via anonymous evaluation of services. 能够通过匿名方式向美华提供服务的反馈。
• Advised as soon as possible by ACA of any change in service arrangements. 如果服务安排有任何变更，美华会尽快通知。

CLIENT RESPONSIBILITIES 客户责任

• Treat ACA staff with the same level of respect and dignity as they would like to be treated with themselves. 对美华 工作人员给予应有的尊重和尊严。
• Provide ACA with all necessary information to achieve suitable and effective service delivery. 向美华提供所有必要的信息，以获得合适和 有效的服务。
• Assist ACA staff in the assessment of their needs and in negotiations to formulate a service arrangement which best suits their needs. 协助美华工作人员评估其需求 并进行谈判，以制定最适合其需求的服务安排。
• Agree to a fair contribution or fee (where applicable) for the service(s) provided. 同意就所提供的服务支付合理的款项或费用（如适用）。
• Negotiate with ACA staff if changes to support arrangements are required. 如果需要更改服务安排，请与美华工作人员协商。

• Be considerate of the recommended plan and appointment times made (for discussion and participation in program sessions) as agreed upon with ACA staff. In particular, notify any cancellations at least 24 hours beforehand whenever this is possible. This enables clients to achieve maximum benefit from ACA services and ensures that the staff time is used effectively. 考虑与美华工作人员商定的建议计划和预约时间（用于讨论和参加计划会议）。特别是，若是需取消预约，请尽可能至少提前24小时通知。这使其他客户能够从美华服务中获得最大收益，并确保有效利用员工时间。
• Ensure that ACA has emergency contact information and that this information is up to date. 确保美华有最新的紧急联系信息。
• Adhere to written agreements made between ACA and themselves. 遵守与美华之间达成的书面协议。
• Communicate any concerns or grievances by using the grievance procedure. 通过申诉程序传达任何疑虑或不满。

POLICY STATEMENT 政策声明

• All clients have the means to file complaints and reach a resolution. The conditions for expressing a grievance are defined as dissatisfaction with decisions concerning the client and/or services provided to the client. 所有客户都可以提出投诉并达成解决方案。申诉的条件是客户对所涉及的决定和/或提供的服务不满意。
• Clients have the right to file a complaint or grievance without interference or fear of retaliation. 客户有权提出投诉或申诉，且不会被干涉或担心遭到报复。
• All staff members are to be attentive and respectful to any grievance registered by a client and are prohibited from discouraging, intimidating, or seeking retribution against clients who seek to exercise their rights or file a complaint or grievance. 所有工作人员均应专心和尊重客户提出的任何申诉，并禁止其对寻求行使权利或提出投诉或申诉的客户进行劝阻，恐吓或寻求报偿。
• Clients have the right to timely notification of the resolution and receive an explanation of any further appeal, rights, or recourse. 客户有权及时获知解决方案，并获得对进一步上诉，权利或追索权的解释。
• All clients have the right to at least one level of review that does not involve the person about whom the complaint has been made or the person who made the decision under review. 所有客户均有权获得至少一次一级审查，且不牵涉被提出投诉的人或做出审查决定的人。

I. POLICY STATEMENT 政策声明

To provide direction to ensure that ACA a written Behavior Support and Management Policy to promote positive behavior and protect the safety of our service recipients and staff, enhance the service recipient’s quality of life, and minimize the use of crisis interventions. 为了 提供指导以确保美华协会制定书面行为支持和管理政策，以促进积极行为并保护我们的服务对象和员工的安全，提高服务接受者的生活质量，并尽量减少使用危机干预措施。

II. SCOPE 适用范围

The following groups are required to implement and adhere to this policy: ACA Board, staff, volunteers, interns, project consultants, service recipients and the ACA provider network. 以下成员需要来实施和遵守此政策：美华协会董事会，员工，志愿者，实习生，项目顾问，服务接受者和美华协会的提供商们。

III. PROHIBITED PRACTICES 禁止行为

The following practices are prohibited for ACA personnel under all circumstances, including emergency situations: 在所有情况下，包括紧急情况下，美华协会人员均 禁止以下行为：

1. Abuse, deprivation of basic needs, or seclusion, other than emergency seclusion. 虐待，剥夺基本需要或隔离，紧急隔离除外。
2. The intentional application of any noxious substance or stimulus that results in physical pain or extreme discomfort. A noxious substance or stimulus is prohibited whether it is generally acknowledged or is specific to the person. 故意使用会导致身体疼痛或 极度不适的任何有害物质或刺激物。无论有害物质或刺激物是公认的还是特定于人的，均被禁止。
3. Mechanical restraint - means the use of any device, article, garment, or material attached to or adjacent to a person’s body to perform restraint. (it is permitted as emergency safety measures). 机械约束，是指使用附着在人体上或附近的任何装置，物品，衣服或材料来进行约束（允许将其作为紧急安全措施）。
4. Chemical restraint -  means the administration of medication for the purpose of restraint. 化学约束，是指出于约束目的而给的药物。
5. Any restraint that negatively impacts breathing. Any restraint that inhibits breathing, including floor restraints, facedown position, or any position in which an individual is bent over in such a way that it is difficult to breathe. 任何对呼吸有负面影响的约束。任何抑制呼吸的约束，包括地面约束，面朝下的位置，或任何使人弯腰而难以呼吸的姿势。
6. Prone, physical restraint, other than emergency physical restraint, or any other restraint. 俯卧，身体约束，紧急情况身体约束或任何其他约束除外。