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    Resources for Aging Professionals

    Area Agency on Aging Monitoring

    The Department of Aging provides support to the Area Agencies on Aging on how to conduct protective services cases. The page offers guidance on the new face-to-face reporting, background checks, and mandatory reporting.

    Report Suspected Abuse of an Older Adult
    Call the Statewide Elder Abuse Helpline: 1-800-490-8505

    AAA Face-To-Face Visit Performance

    Area Agencies on Aging (AAA) are required by law to have a face-to-face visit with older adults potentially needing protective services after receiving a Report of Need (RON). The timeliness of the visit depends on how the RON is categorized.  When the report is categorized as an emergency or priority, the AAA must meet with the individual within 24 hours of receiving the RON. For all other RON categorizations, AAAs are required to meet with the older adult within the 20-day investigation timeframe. The Pennsylvania Department of Aging  (PDA) monitors and measures each AAA monthly on the percentage of cases where face-to-face compliance was achieved within the required regulatory time frames. 

    Face-to-Face AAA Compliance - Performance Percentage

    PDA will publish updated monthly results. 

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    AAA Protective Services Determination Performance

    PDA monitors and measures each AAA monthly on the percentage of protective services cases where determination was achieved within a 20-day timeframe. The time it takes for a AAA to complete its investigations is a key performance metric, and the 20-day turnaround is a goal, not a requirement: AAAs shall make all reasonable efforts to complete an investigation of a report of need within 20 days of receipt of the report. 

    For cases in which only Financial Exploitation is alleged, an investigation may take longer than 20 days so that appropriate documentation may be collected from financial resources. Cases alleging only Financial Exploitation are excluded from this measure.

    In situations in which a determination is not completed within the 20-day timeframe, AAAs report the reason(s) for delay. One investigation (or case) may have multiple reasons for experiencing a delay. Some of the reasons for delay are outside of the AAA’s control.  The ‘Reasons for Delay’ document provides a breakdown of the reasons a delay may occur as reported by AAAs. Staffing, including hiring and retention, and available resources are not collected/reported with this data and could have additional impact on the determination timeframe.

    Fiscal Year - July 2025 – June 2026

    PDA will publish updated monthly results. 

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    AAA Programs and Services Snapshot

    Area Agencies on Aging (AAAs) provide a variety of services and programs. This data snapshot represents services offered at each AAA. It provides insights into some of the programs offered and the number of people utilizing these services at each AAA. Each snapshot document includes an individual tab for each of the 52 AAAs.

    Fiscal Year - July 2025 – June 2026

              PDA will publish updated quarterly results. 

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              Comprehensive Aging Performance Evaluation (CAPE)

              The Pennsylvania Department of Aging (Department) works with 52 Area Agencies on Aging (AAAs) to provide programs and services to older adults across every county in Pennsylvania.  The Department is required to monitor the AAAs to ensure they are keeping older adults safe, engaged and cared for in their respective communities.

              Under the leadership of Secretary Jason Kavulich, the Department is ensuring the safety, health and well-being of Pennsylvania’s older adults like never before. In 2025, the Department rolled out a modernized monitoring system called the Comprehensive Aging Performance Evaluation (CAPE) – a tool specifically designed to monitor how well the AAAs are delivering vital programs and services.  To be compliant, CAPE requires a AAA to achieve a minimum score of 85% in each area that is monitored – it’s called a performance measure, and can include factors like proper documentation or data management. Any AAA that fails to achieve a score of at least 85% in any one performance measure is placed on a Performance Improvement Plan (PIP). A PIP explains how a AAA will come into compliance after not meeting expectations during their monitoring. The purpose of a PIP is to address what specific action steps the agency will take to not only reach but maintain full compliance. In response to the AAA’s PIP, the Department provides personalized, direct technical assistance that can also include training, as necessary, to improve the AAA’s performance. 

              Under CAPE, the Department is publishing the performance results of AAAs for the first time ever on its website so the public can see just how well their local agency is performing. This level of transparency, public accountability and access to data is unprecedented in the Department’s history.

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              Frequently Asked Questions

              CAPE is a tool developed by the Department to monitor an AAA’s compliance with law, regulation or policy. Unlike portions of the old legacy system which allowed for subjective scoring and for performance measures to be scored across multiple visits, CAPE requires all performance measures to be scored during a singular visit. The performance measures are designed to evaluate specific programs and services provided by the AAAs and help the Department identify areas that need improvement while increasing the quality of services delivered to older adults throughout Pennsylvania.

              Currently, CAPE is used to monitor a AAA’s:

              To more easily identify trends, the Department has grouped related performance measures into categories. Think of it like this: Categories are a season of a TV show and performance measures are the episodes. Each episode is different but when taken together, they make up an entire season – or category!  

              Unlike individual performance measures (handling of documents, data management, supervisor sign-off, etc.) that must meet an 85% threshold, the Department has set a minimum category threshold of 75%. If a category score is too low, the Department may take actions up to and including withholding payment, suspending agreements, terminating agreements, and rendering a AAA disqualified from subsequent grant awards. 

              Services for the in-home care OPTIONS program and Caregiver Support Program have six categories. The Older Adults Protective Services program has five categories.

              Category scores and outcomes directly inform ongoing oversight of a AAA, and if necessary, serve as the starting point for a Performance Improvement Plan. Furthermore, scores help to drive performance expectations within the Department’s grant agreements with each of the 52 AAAs. The Department provides direct, personalized assistance and training – and in some instances onsite leadership meetings and technical assistance – to any AAA that needs help to improve their performance and category scores. 

              There are currently 61 unique performance measures within CAPE.  Twenty-five are for the Protective Services program and 36 are for the OPTIONS and Caregiver Support Programs.

              CAPE Development

              Interested in learning more about the rationale for CAPE? Take a deeper dive into how and why CAPE was developed. Learn about this new monitoring system and how it helps to ensure and improve services for older adults in Pennsylvania.

              A Deeper Dive into CAPE Development

              CAPE Interactive Graph

              The Department of Aging is providing unparalleled access to the data collected under CAPE in our mission to care for and protect older adults. The public can use the interactive graph below to see how well their local AAA is doing in a variety of areas. By hovering over an individual category, a detailed popout will display the individual metrics (performance measures) that went into calculating that overall category score. 

              With CAPE, the Department no longer relies on a pass/fail system like was used in the past. Think about it: If you fail a test, you only know that you failed – not what led you to fail.  And if you pass a test, you only know that you passed – without the opportunity to address areas that could still use improvement. CAPE changes that by specifically identifying areas (or categories) within a AAA that need improvement so the agency can reach full compliance and strive for excellence. As scores are calculated and posted, this interactive graph allows the Department and members of the public to see which specific areas require improvement.

              The AAA Monitoring Schedule/Order lists the order in which monitoring evaluations will occur. The interactive graph will be updated each time the Department completes the evaluation of the next group of AAAs.

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              PDA posts category results after all Performance Improvement Plans are approved.  Based on individual case discussions with the AAAs, the category results are subject to change.

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              CAPE Performance Evaluation Category Definitions

              OPTIONS and Caregiver Support Program - Performance Evaluation Categories

              Documentation Requirements refer to the specific records, files, or information needed to support and validate services. Adhering to documentation requirements is important for ensuring clear communication and compliance with policy.

              Performance Measures - Coming Soon

              Data Management involves the processes and activities that Area Agencies on Aging use to acquire, organize, and store data and then utilize towards implementing best practices for improving or enhancing the delivery of services.

              Performance Measures - Coming Soon

              Administrative Oversight refers to the management and supervision provided by the Area Agency on Aging administrative leaders to the care managers within their organization. This may include monitoring the effectiveness of services and addressing specific needs with the consumer. 

              Performance Measures - Coming Soon

              Care Management involves the coordination, planning, and supervision of services to ensure that individuals receive comprehensive and effective care.  Regular check-ins and streamlined communications with the older adult enhance the effectiveness of services.

              Performance Measures - Coming Soon

              Program Eligibility refers to the criteria or conditions that individuals must meet to qualify for participation in OPTIONS and Caregiver Support Programs.

              Performance Measures - Coming Soon

              Policy and Fiscal Operations standards refer to fiscal policies and procedures that are evaluated for accuracy and compliance and to confirm Area Agencies on Aging are following established protocols for billing, provider payment models, and use of revenues from collected fees.

              Performance Measures - Coming Soon

              Protective Services – Performance Evaluation Categories and Measures

              Documentation Requirements refer to the specific records, files, or information needed to support and validate services. Adhering to documentation requirements is important for ensuring clear communication and compliance with policy.

              Performance Measures

              DR1: Report Of Need (RON)

              Evaluates whether the RON was timely and complete.

              DR2: Required Notifications Completed

              Evaluates whether all necessary entities were notified following the creation of a RON, e.g. Department of Health, law enforcement. 

              DR3: Deletion of Legally Protected Information from No Need and Unsubstantiated RONs

              Evaluates whether legally required information was deleted from No Need and unsubstantiated RONS. 

              DR4: Care Plan Journal Documentation

              Evaluates whether the Care Plan Journal is clear, complete, and concisely written. 

              DR5: Initial Investigative Summary Assessment (ISA)

              Evaluates whether an ISA was created at the start of an investigation. 

              DR6: All Potential Areas Must Have a Determination

              Evaluates whether an investigation determination was made for abuse, neglect, exploitation, and abandonment. While allegations of only one type may initiate an investigation, protective service workers must evaluate all potential areas in their final determination. 

              DR7: Termination Notice Recorded

              Evaluates whether the Termination Notice was recorded in the protective services case file. The Termination Notice is provided to older adults at the end of a substantiated case to notify the older adult that services will end.

              DR8: Perpetrator Notification

              Evaluates whether the Perpetrator Notice Letter was mailed and recorded when a protective services investigation determines that an individual abused, abandoned, neglected or exploited an older adult.

              DR9: Relevant Documents Recorded

              Evaluates whether the older adult’s relevant records, such as medical, financial, and court documents, were recorded in the protective services case file.

              Data Management involves the processes and activities that Area Agencies on Aging use to acquire, organize, and store data and then utilize towards implementing best practices for improving or enhancing the delivery of services.

              Performance Measures

              DM1: Ensuring Correct PS Care Plan Information

              Evaluates whether the protective services Care Plan documenting investigative work is thoroughly updated. 

              DM2: Care Enrollment Information

              Evaluates whether all dates regarding Care Enrollment and statuses of care enrollment were appropriately entered and updated. 

              DM3: Service Delivery Recorded

              Evaluates whether the AAA appropriately recorded the cost to the AAA in providing protective services to an older adult. 

              Administrative Oversight refers to the management and supervision provided by the Area Agency on Aging administrative leaders to the care managers within their organization. This may include monitoring the effectiveness of services and addressing specific needs with the consumer. 

              Performance Measures

              AO1: Supervisor Signoff of RON

              Evaluates whether the RON was timely signed and assigned by the supervisor. 

              AO2: Supervisor Signoff of ISA

              Evaluates whether the protective service supervisor signed off on the Investigative Summary Assessment. The ISA is a form used by protective service workers to capture key information regarding investigations into cases of older adult abuse, abandonment, neglect, and exploitation. 

              Risk Mitigation for the older adult involves assessing their individual needs, coordinating support services, and implementing protective actions to ensure safety. The goal of risk mitigation and safety is to enhance the older adult’s well-being and protect them from further harm.

              Performance Measures

              RMS1: RON Categorization

              Evaluates whether the RON was appropriately categorized as an emergency, priority, non-priority, or no-need. 

              RMS2: RON Subject Notification

              Evaluates whether a face-to-face visit with the older adult was made within the required timeframe. 

              RMS3: Case File Documentation Supports determination

              Evaluates whether the AAA appropriately substantiated or unsubstantiated a protective service investigation based on the documentation in the case file. 

              RMS4: Service Plan Discussed with Appropriate Individuals

              Evaluates whether the service plan put in place, to ensure the older adult’s health and safety was discussed with the older adult and appropriate parties.

              RMS5: Documentation of Risk Mitigation or Reduction

              Evaluates whether documentation demonstrates identified risks were mitigated or reduced.

              RMS6: Service Plan Completed

              Evaluates whether the complete Service Plan is recorded in the case file.

              Protective Services Investigative Activities involve systematically gathering information to assess and manage risks related to the wellbeing of the individual to determine if the older adult is in need of protective services.

              Performance Measures

              IA1: Notification of Appropriate Medical Personnel

              Evaluates whether appropriate medical personnel were notified and provided relevant records. 

              IA2: Evidence of Supervisor Oversight During Investigation/Case

              Evaluates whether documentation supports protective service supervisor involvement throughout the course of an investigation.

              IA3: Face-to-Face Visit

              Evaluates whether documentation supports a timely face-to-face visit.

              IA4: Documentation Supports Determination Timeframe

              Evaluates whether a determination (substantiated or unsubstantiated) following an investigation was made within 20 calendar days for cases involving abuse or neglect. 

              IA5: Consent Form Recorded

              Evaluates whether the older adult’s Consent for Release of Records is recorded in the case file. 

              Older Adult Protective Services Annual Report

              The Protective Services Annual Report provides summary data of services performed by the Department of Aging and the Area Agencies on Aging under the statewide system of protective services established by Pennsylvania’s Older Adults Protective Services Act, also known as OAPSA. The report provides snapshots of major measurements and trends in protective services such as Reports of Need, investigations performed and types of abuse, as well as breakouts of needs and services by AAA.   

              Older Adult Protective Services Annual Report 2024-25

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              Mandatory Abuse Reporting

              The Older Adults Protective Services Act (OAPSA), which was amended by Act 13 of 1997, mandates reporting requirements on suspected abuse.  Any employee or administrator of a facility who suspects abuse is mandated to report the abuse. All reports of abuse should be reported to the local area agency on aging (AAA) and licensing agencies. If the suspected abuse is sexual abuse, serious physical injury, serious bodily injury, or suspicious death as defined under OAPSA, the law requires additional reporting to the Department of Aging and local law enforcement.

              Protective Services Regulations

              Criminal History Background Checks

              OAPSA, as amended by Act 169 of 1996 and Act 13 of 1997, mandates that specific types of facilities require applicants for employment to submit their applications with a report of criminal history record information.

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