Question 1

How long does it take to receive my policy manual?

Accepted Answer

Your customized policy manual will be delivered within 24 hours of purchase. We personalize it with your agency name, logo, and branding before delivery via secure download.

Question 2

What format are the manuals delivered in?

Accepted Answer

All policy manuals are delivered in Microsoft Word (.docx) format, making them fully editable so you can customize policies and procedures to fit your agency's specific needs.

Question 3

How does the customization process work?

Accepted Answer

After checkout, you can upload your agency logo and details from your dashboard. Our compliance team immediately begins personalizing your manual — every section is pre-filled with your agency's information and formatted to impress surveyors, ready to submit on day one.

Question 4

What states do you cover?

Accepted Answer

We provide state-compliant policy manuals for all 50 states and U.S. territories including Puerto Rico, the US Virgin Islands, Guam, and American Samoa. Each manual is customized to meet your state's specific Medicaid Waiver, HCBS, and licensing requirements.

Question 5

Which service types and programs are covered?

Accepted Answer

We cover 2,570+ waiver programs across 150 service categories — including home health, group homes, IDD/developmental disability services, behavioral health, substance abuse treatment, assisted living, adult day care, hospice, personal care, case management, supported employment, and many more state-specific programs.

Question 6

What if the state requests revisions to my policies?

Accepted Answer

With the Gold Edition, we make unlimited state-requested corrections at no additional charge until your policies are approved. You focus on running your agency — we handle compliance.

Question 7

Do you provide updates when regulations change?

Accepted Answer

Yes, the Gold Edition includes your first year of regulatory updates. We monitor state and federal regulatory changes and provide updated sections as needed to keep your manual compliant.

Question 8

What's the difference between Gold and Silver editions?

Accepted Answer

Gold Edition includes all 25 sections, 120+ forms, custom agency branding with your logo, one year of free regulatory updates, and unlimited state-requested corrections. Silver Edition covers the core policy sections without forms, customization, or ongoing updates — a budget-friendly option that still includes state-requested corrections.

Question 9

How many forms are included in each manual?

Accepted Answer

Each Gold Edition manual includes 120+ professionally designed forms, templates, and checklists covering all aspects of your agency operations — from intake to discharge and everything in between.

Question 10

What is your refund policy?

Accepted Answer

Because each manual is custom-built and branded for your agency, please review our Return Policy page for full details. If anything is wrong with your manual, our team will work with you to make it right — including unlimited state-requested corrections on Gold Edition purchases.

Question 11

Do you offer services beyond policy manuals?

Accepted Answer

Yes. We offer professional Policy Review for manuals you already have, Audit Defense and survey support when the state comes knocking, and full agency startup consulting through the Waiver Consulting Group — from licensing applications to Medicaid waiver enrollment.

Question 12

Can you help if my policies were rejected by the state?

Accepted Answer

Absolutely. Our Policy Review service is designed exactly for this — we analyze the state's deficiency letter, correct every cited issue, and prepare your manual for resubmission. Many agencies come to us after a rejection and get approved on the next attempt.

Question 13

Can I speak with someone before purchasing?

Accepted Answer

Of course! Call us at +1 (302) 888-9172, email policies@waivergroup.com, or chat with our AI compliance assistant right here on the site — it knows every state's programs and can point you to the exact manual you need.

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