A contractor must have written policies and procedures that:(1) identify the management structure of the agency and clearly reveal the decision-making authority and chain of command;(2) establish qualifications for employees and volunteers that indicate type of position, education required, and any licensure requirements;(3) describe hiring practices and ensure compliance with applicable state and federal laws;(4) describe what orientation will be provided to employees and volunteers, including what additional training will be provided if volunteers are used;(5) ensure that allegations of abuse, neglect, and exploitation are reported to DFPS as mandated by state law;(6) describe actions to be taken if a ward has a crisis and needs emergency help;(7) describe the minimum standards for guardianship adopted by rule by the Office of Court Administration when serving as a guardian;(8) include ethical standards for guardianship and estate matters;(9) include procedures for compliance with court orders and other local practices based upon the court system in the geographic area;(10) include a system for receiving complaints, recording the complaints, and taking action; and(11) include procedures for communication with DADS to include:(A) notification of a court hearing involving a DADS ward;(B) notification of a ward's death;(C) notification of a court order closing a guardianship;(D) notification of an unusual occurrence, such as a pregnancy or a serious illness; and(E) monthly reports to be sent to DADS.