Contractual Arrangements. The regulations of this chapter do not preclude a nursing referral service agency from operating with independent contractors. Agency Referrals. An agency shall: Develop and implement policies and procedures to screen licensed or certified health professionals and care providers that include the following: A State criminal history records check or a private agency background check in accordance with Health-General Article, §19-4B-03(c), Annotated Code of Maryland; Verification of current professional licensure or certification under the Health Occupations Article, Annotated Code of Maryland; A basic health screening including tuberculosis screening; Verification of references; Verification of employment history; Completion of I-9 forms; and An in-person interview of a licensed or certified health professional and care provider before any referral of the individual is made to a client; and Disclose to the client or the client's representative whether or not the agency has made a determination that the referral is appropriate to the needs of a client and is in compliance with applicable titles of Health Occupations Article, Annotated Code of Maryland. Complaint Process. An agency shall institute an internal client complaint investigation process that includes: Notice to the client or the client's representative of the complaint process; and Protocols to investigate complaints. An agency shall provide notice to clients of the Department's complaint hotline number for complaints about services provided by an individual that is referred by the agency. Client Participation. An agency shall allow clients to accept or reject, at their discretion, any licensed or certified health professional or care provider that is referred by the agency.