We do not have clear policies of what we do and do not do, that are clear enough for individuals who are a part of our community to understand and employees to apply it. 

We have a misunderstanding with individuals about what we can do for them, they see us almost like a Health Savings Account for themselves, and not as a 501(c)3. They believe that the funds are their dedicated funds. We are working in conjunction with marketing materials to change this, but we need our policies to be clear and concise about the limitations of the org and the way that we can assist while highlighting how we can benefit them. 

The policies are written that all benefits and limitations apply to everyone equally, but that is not how we operate.

We do not have any policies around certain behaviors, i.e. fraud or attempted fraud, how grants are awarded, and how they can be removed/reduced. 

We need more guidelines about what financial assistance is/is not, and what are the financial indicators that someone qualifies for assistance. 

Review of current policies
Meeting with our director of care options, CFO, and CEO to dig deeper into policies
Validate and write policies that can be applied to each state that we operate in, and document any limitations or differences.