Employee Handbook

 Being Successful at Home Instead

Susan Witting

Susan Witting 

Owner

Welcome to Home Instead Senior Care!   We are the world's largest and most trusted provider of in-home care for seniors.


Our Omaha based company has been providing services to clients since 1994 and employs over 100,000 CAREGivers globally and has over 1500 offices across the globe. 


At Home Instead we are a diverse group of people with different jobs and backgrounds. Yet we are drawn together with one common goal: to enhance the lives of seniors and their families by living, every day, our motto: “To Us, It’s Personal®”. 


We believe our greatest asset is our team, and our success comes in part from hiring the best! You have joined a group of the most dedicated, caring, and compassionate people in the community. 


Without you, there would be no customers. Without customers, there would be no business. That is our “circle of life”.


A Warm Welcome, 

Susan


Our Team

Susan

Owner

Olga

Client Care, Scheduling

Chiedza

(along with Linda & Charline)
HR and Recruiting


Jeryl

RN

Ricardo

Marketing and Finance 

 

CAREGiver Professionals

Personal Care Services to Clients

Our Services

We provide personal care for seniors and others who prefer to remain at home, sheltered from susceptibility to unknown elements such as disease and viruses. 


They have chosen to remove themselves from higher risk living conditions, such as in "facilities". 

Personal Care, Respite, Hospice


We provide support for ADL's (activities of daily living), such as bathing, toileting, personal hygiene, dressing, and grooming. We provide relief for family caregivers, and we support Hospice clients who are at end of life.

Socialization

Accompany to special event, bingo, festivals, scenic drives, lunch with friends, theater shows.

Meals and Nutrition

We help with menu planning, meal preparation, grocery shopping, and special diets.



Appointments

We accompany clients to doctor appointments, shopping, hairdresser, religious services, family events, and therapy sessions.

Senior Statistics

5%

Only 5% of the senior population live in a nursing home. The remaining 95% live at home 

Top Concern

Senior care is expected to replace childcare as the top concern among U.S. employees

65.7 million

An estimated 35.6 million people live with dementia worldwide in 2010 and this will increase to 65.7 million by 2030

20%

The National Health and Aging Trends Study (NHATS) shows just over 20% of adults ages 65 to 69 have either poor capacity (physical limitations, poor vision, poor hearing, or probable dementia), while more than 80 percent have poor capacity by age 90

Client Care and Confidentiality

  • Personal Identity Information
    • Name
    • Address
    • Vehicle Details
    • Any dates:  birth, date of hospital admission)
    • Contact numbers (telephone, email)
    • Social Security Number
    • Medical History (Diagnosis)
    • Full face photographic images
    • Any other medical or personal information concerning the client’s condition(s)
  • Notice of Privacy Practice

    Anyone who wants any information about a client must sign a Notice of Privacy Practice Form.


    Call the Office with the name and telephone number of the person requesting this information so we may have them sign the form authorizing our office to release the client's information to them.   Once this signed form is received back, we will let the CAREGiver know it's "OK" to give a copy of the requested information to that specific person.
     

  • Don't Make Referrals to Other Providers

    If the client needs other services (such as a referral to a new doctor, dentist), please don't offer referrals on behalf of Home Instead as our company is not in a position to validate the quality of services of other provider.  

  • Accidental Disclosure

    If you accidentally disclose any of the previously mentioned data/information, call the Office as soon as it happens.  We will notify the client appropriately.


    Be careful next time!

  • Wellness Visits to the Client

    We do these periodically (weekly, monthly, every 2 months, or after say a hospital/rehab release). Sometimes these are in person, othertimes over the phone.


    We want to see how the client is doing, if the care plan needs changing, how our caregivers are performing and if they are following company policy.

  • Change in Client Condition

    Callt the Office if the client's condition worsens, or a new condition appears.  Use your judgement here.



  • Elder Abuse or Neglect

    By all means, if you suspect any sort of abuse or neglect (i.e., physical marks, verbal abuse, withholding of food or other forms of care)of your client (by family, friends, neighbors), call the Office immediately.  


    This also pertains to any solication phone calls from companies who may "prey" on the elderly trying to solicit $$.

Office Hours &

After Hours Support

Office hours:  8:30 a.m. to 4:30 Monday through Friday. 


NOTE: After these hours, the phones switch over to "AFTER HOURS" phones. 

Choosing Option 1 - message is answered next business day (Mon-Fri)

Choosing Option 3 - Emergency - you need to speak with an office team member ASAP


CAREgiver supervisors (our RN's), and office mgt. are available 24x7 (including after hours) by calling the Office.   


Our office and after hours or emergency telephone number are the same:  

561-409-5980    







Reasons to Call After Hours




  • You can't make your shift
  • You arrive at your client’s home and no one answers the door (do not go home)
  • You will be clocking in after shift start time
  • If it is a 911 emergency; call 911, then contact the office
  • There is significant change (decline) in your client’s condition
  • You cannot clock in/out through WellSky Personal Care APP or the Clearcare "Telephony" systems


Your Schedule 

 

Call the office every 2 weeks to reconfirm your availability.


The more hours you are available to work, the more you can earn in your regular pay plus eligibility for bonus programs based on your performance.




Availability Requirements:


 

  • We require you maintain your stated "availability", as during the interview process, for your first 90 days.  We do this because the scheduling team has already started to rearrange client schedules to fit you in. 


  • We cannot work efficiently if caregivers continuously change their availability.


  • We ask you help the office with emergency shifts and holiday coverage

 



Please Remember:



We cannot guarantee any number of work hours per week, but we make it a priority to try and meet your availability schedule.


All assignments are made through the office without exception. 


If you need to alter your schedule, you must notify the office. If a client requests a schedule change, the client must contact the office




Your Pay 

Components of Your Pay

The company may offer various incentives in addition to your base pay.  One is our "Reliability Bonus Program" which pays bonuses to our most reliable and highest performing caregivers. In order to be eligible employees must meet the requirements of being "in good standing" and you must have successfully have passed your initial 6 months of employment.  Programs may change or be increased at any time at the discretion of the company based on business or market factors, so it's important you show reliability!


Performance Standards

Any tardiness, absences, call outs or declined shifts within availability which significantly affect the agency from providing quality care and reliability to our clients can be detrimental, therefore employees are encouraged to be "in good standing" at all times.


Twice per month and it's by direct deposit

You get paid the 10th and 25th each month. 


Pay Date of 10th:  Pays for all shifts you worked for the prior month from the 16th thru end of that month. 


Pay Date of the 25th: Pays for all shifts you worked from the 1-15th of the current month. 


Example:   all hours worked between January 16-31 are paid out February 10th payday.  All hours worked 1-15th of February are paid out Feb 25th.


Our workweek is 12:00am Sunday through 11:59pm Saturday.      


Report to Duty Pay and Office On-Call

Cancelled Shift and Reporting to Work Pay:

 

Any CAREGiver who reports for a shift and, due to some emergency the shift is cancelled, will be paid 2 hours "report to duty pay". Example: you arrive at client's home and client decides to cancel the shift at the last minute and you have already arrived.


Office Staff:

Any office employee who performs “on call office duties” will be paid $25 per shift.  


Non exempt staff are paid caregiving wage when working shifts; exempt are paid regular weekly salary with no additional pay for shift work.


*These policies can change at any time per company discretion based on business need.



We have many different roles in the company

Overtime:  If you are in a non-exempt position and paid hourly, we pay OT at 1.5x  your "blended average" pay for that week.  This pertains to all CAREGivers. 


If your OT hours fall on a holiday, you will be paid 1.5x OT pay (note: you will not be paid a "double dip" meaning both OT AND  holiday pay).


If your role qualifies as exempt (some of our Administrative/Office staff may qualify), you are not eligible for over per federal wage laws; your salary covers whatever hours are required to get your job done which may include weekends or evenings.  See your supervisor for details on the FLSA federal requirements for role classification.


Approved absences, holidays and vacation time as well as paid leave of absences (including but not limited to personal leave, FMLA and Military leave) are not counted as “time worked” for the purposes of computing overtime. 


Full vs Part Time

Generally, full time employees are those working, consistently during the year, a schedule of 37 hours or more. 

Traveling from one shift to another

If you have multiple shifts in one day, we pay you for travel time between these shifts at minimum wage rates if the “gap” time between shifts does not allow you to engage in activities of your own choosing. This is calculated at less than one hour .


This does not include traveling to the first, or from the last, client location.  


Take yours when they take theirs

It's like doctors who are performing surgery - you can't leave the patient while you go for coffee.


It’s the nature of CAREGiving that when on assignment, you cannot leave your client alone to take breaks, so you will need to work these into your shift.  


We suggest eating when your client eats if feasible.  Please bring your own meals to shifts - always.  

All required training is always paid!

We compensate for training you on new skills (paid at minimum wage rates).   

Your Benefits 

$200 Per Referral!

Candidate Referral Program:  Refer a candidate who is hired, and once they complete 160 hours of work you receive $200 within the month following.

Click Here

$300 Referral Bonus!

Refer a client whose billable service hours reach 200 and you receive $150 the month following.

Click Here

PTO Policy

You accrue PTO based on a formula using “regular hours worked”.  PTO time can be taken for vacation, sickness, or other reasons.  Fill out the PTO request form on this site giving the office staff enough notice to find a replacement (several weeks notice is usually required). When you receive a written approval via email, you will know it is approved.


Eligibility

  • You may take PTO only after completing (6) months of successful employment
  • Must be an employee in “good standing” 
  • Have all required documentation in compliance (ie, current CPR)
  • Must have worked in the past 30 days

PTO time is typically allotted in (4) or (8) hour increments.  For office staff it is in (8) hour increments typically.  This may change based on your PTO "bank".


PTO is typically paid out every 8-10 weeks approximately and you must be on payroll to use/collect PTO time.  PTO is not paid out upon termination of employment.


You may not take PTO time during a "working resignation period" (i.e. during a two week notice to terminate).  PTO is paid out typically every 2 months and you will see this on your paystub. 


Read More About PTO

Time Off Without Pay Policy

Employees who are in “good standing” may request time off - without pay, according to the following guidelines:


1. Your PTO account must be zero,

2. Requests must be made far in advance as possible stating the date requested, and you must receive clear approval from your supervisor for your request,


Salaried office staff may elect to make up unpaid time off on any alternate day in the same workweek, supervisor approved


We approve these on a case by case basis, considering the circumstances. 


MDNow Emergency Centers

Home Instead Senior Care, Boca Raton offers all part time and full time employees the opportunity to participate in a direct care program through MDNow Emergency Centers.  

Learn more

CG Get Extra $$ For Working Holidays

The Company recognizes the following  paid holidays each year at which time our offices are officially closed if these holidays are during the regular workweek Monday-Friday. However someone is always on-call to support you.  


Salaried office staff employees are paid regular payfor these holidays. Hourly paid caregivers are paid 1.5x pay if they work these holidays.  OT hours are not doubled up with holiday pay; it's one or the other.  ANY employee must have completed their initial 90 days of employment and must be in good standing and have worked in the prior 90 days to take time off or to be paid Holiday Pay.


New Year’s Day             New Years Eve Day

Easter Sunday               Memorial Day

Independence Day      Labor Day

Thanksgiving Day        Christmas Day

Christmas Eve Day

 

 

If any of the above holidays falls on a Saturday or Sunday, the Company may choose to recognize the holiday on the Friday before (or Monday following) the holiday.  If this is the case and the office is closed, our staff will be notified.


*Salaried employees may be given a "comp day" -  scheduled off work for another day with pay in lieu at company discretion. 


Expense Reimbursement - Office Staff

Expense Reimbursement Form

Work related business expenses (documented on a Misc Expense Reimbursement Form) will be reimbursed.  You must supply the expense form along with the receipts to be reimbursed.    

Miscellaneous Expense Reimbursement Form

Needed to Use Your Own Money?

If an instance arises where you used your own money (perhaps the client forget his wallet), complete a Misc Expense Reimbursement Form and snap a picture of the receipt, upload that with the expense form and hit SUBMIT.  You will be reimbursed once we receive validation from the client on the expenses.


The agency will also pay for your Level II, CPR and Badge renewal if you have passed your initial 90 days of employment and are in "good standing" in terms of your performance.

Misc Expense Reimbursement Form

When you are driving the client in your own vehicle

When you drive your vehicle transporting the client, we reimburse at the current federal mileage reimbursement rate.  It’s a requirement of employment that you maintain a valid drivers license and insurance listing you as a covered driver.


Note: See How to Report Mileage on the ClearCareGo App

Missing Work?

  • Sick Leave
  • PTO
  • Leave of Absence




You may use any accrued PTO time towards your leave.  After you have depleted this, the leave is unpaid.


When on leave, PTO does not continue to accrue (as this is “unworked” time). 

Because business operations sometimes require vacant positions be filled, a personal leave does not guarantee your job will be available when you return. We will try our best to find a similar role however.



A fitness-for-duty certification (doctor's note) will likely be required if you call out sick and before you are allowed to return to work.


Any on-the-job injuries which lead to a LOA will require the employee to maintain telephone contact with our office at least 1x per week (not email, text); failure may affect your employment.

If you are full time, when you are on leave you’re not eligible for paid holidays.  Please do not work for any other company during your leave, this is prohibited.



We evaluate and approve each case on its individual merit because everyone's situation is unique.  When on an approved LOA you are required to contact the office weekly to remain an active employee with the Agency.



Bereavement: Should you have a death in your immediate family, and need to attend to the funeral, call the office for details for the time-off policy, depending on when you were hired.  If you are within your initial 6 months, there is no paid time off for bereavement.  The office may ask you to send in appropriate documentation.





DRESS CODE

 



Always dress professional and conservatively, follow the guidelines given in new hire orientation. 


Our dress code reflects the professional health care appearance “expectation” of our clients. 


We dress for their confidence, not our convenience.




While on assignment as a CAREGiver:


• Wear your Home Instead ID badge-keep your PBC Badge in your wallet 

• No strong perfumes/lotions

• Tie back any long hair 

• Short, clean fingernails. No acrylic or stick on nails as they breed germs.

• No odor of smoke and no smoking anything in client home 

• Make-up must be natural appearance and used sparingly

• Proper bathing, oral care and use of deodorant are essential 


Dress Code:

• Scrubs is standard


•  “Street clothes” , if client requests, includes dress pants (below knee length or longer) and a collared shirt (polo shirt)

•Low-heeled shoes, athletic shoes, or stable dress shoes


•Clean, pressed clothes


Not allowed:   flip-flops, leggings, yoga, sweatpants.  No tight-fitting clothing (material should move freely across the body).  No hats, n0 t-shirts. No denim of any kind. 


Piercings/Tattoos:


•No body piercings visible except one piercing in each ear; earrings cannot dangle (safety hazard).



• Tattoos must be covered.  Any exceptions granted by agency owner only. 



Or none of this....


•No midriff’s showing

•No jewelry which pose a hazard

•No wrinkles or rips/holes in clothes





 If we have a problem


We will remind you once of our policy.  Please adhere from that point forward.





Got a Brilliant Idea?


Tell us and if we can make it work, we will reward you with fun stuff!


I've Got a Brilliant Idea

Attendance

Be Reliable

Generally, any absences or tardiness which become a pattern and adversely impact the business operations can be grounds for disciplinary action.  These include:

  • Tardiness
  • Declined Shifts within your availability
  • Repeated missed clock in/outs
  • Absences directly before or after weekends and  holidays

Two (2) or more consecutive sick days (not covered by approved LOA) will be considered one absence.

Calling Out is a Problem

We understand emergencies, however, please understand the impact on the client and on your overall performance.  Call-outs and/or canceling your shift before or after weekends and holidays are highly scrutinized.


If you cannot make your shift:

Call the office at least (24) hours prior to the start of a shift .  We don’t like calling other CAREGivers at 2 AM, so please don’t put us in a position to do so.


Employees must speak directly to an office staff/on-call team member.  Do not leave a text, email, voice mail message, nor can you have someone else (family member) call in for you.  


If no one answers the phone, please call again in 5 min. as we may be on the phone. 


The “Houdini Act”:  Disappearing and failing to report to work without notifying the office will result in termination.  


Not returning calls/texts/emails from the office for 3 days will result in you abandoning your job.


You may be asked to produce a doctor’s note verifying your fitness to return to duty for any sickness absence.




Safety


  • All employees must follow safety protocols and use common sense.  If you don’t and you get hurt, it could affect your job employment.


  • Don’t bring firearms and weapons on client/company property even if you are licensed to do so. This does not extend to a lawfully owned, concealed firearm stored out of sight and locked in your personal vehicle.



  • If you get hurt on the job, call us asap. Employees must then complete a Notice of Injury Form within 24 hours by calling our office at  561.409.5980. 


  • Please, if you need medical attention, seek it.   


Drug and Alcohol Policy 
Click Here for the Full Policy

01

Zero Tolerance

We have a zero tolerance policy for the sale/transfer/use/abuse of drugs or alcohol during a work shift, including being under the influence where your capacity to properly perform your job duties puts you or our client’s safety at risk. 


WE RANDOMLY DRUG TEST.

02

Poor Job Performance

We follow the federal guidelines for therapeutic drugs (ex:  medical marijuana) and the use of these are prohibited when it is determined your use has adversely affected your capacity to perform your job.

03

Off The Job Drug Use

Off the job activities or convictions for illegal drug use, and drugs/alcohol use which results in excessive absenteeism or tardiness, or is the cause of poor performance and bad judgement will cost you your job.

04

Silence Is Not OK

If you suspect an employee is violating this policy report it.   A client’s safety may be at risk.. 

Transporting a Client - never be a passenger


Advise clients you cannot be a passenger, regardless of who is driving, due to agency liability insurance.

Your Vehicle 

 

  • Maintain valid driver's license and automobile insurance 
  • Keep it clean and fresh smelling; disinfect your vehicle
  • Mileage reimbursement is entered on WellSky APP when your automobile is used to transport the client to/from errands

Client’s Vehicle

 

  • Check for current insurance
  • You must always be the driver when your client is in a vehicle.
  • In an accident?  Your own personal auto coverage will be primary, the Company’s will be secondary. You may contact your insurance agent to inquire more about Business Use exclusion. 

 

 A good rule of thumb is "the insurance follows the vehicle". 


Report any traffic violations and offenses immediately to your Supervisor.  Our agency runs continual DMV checks. 


Other Stuff

rocknrollArtboard 7

Gifts From a Client

No accepting gifts unless you get a signed Client Security Release Form from the office staff with full authorization signatures. 


Bad Weather

We will use Employee Website Portal to communicate all messages; check it every few hours if a hurricane appears to be eminent.  We will send out annual info on hurricane planning also.


 Be prepared to work extra hours during a hurricane, even if your client does not need help, as others may.


Please see the Company’s Emergency Management Plan for more information. 


Don't Give Out Your Personal Phone Number


Client's will ask you for your cell phone; do not give this out. 


Kindly inform the client that our policy is for our employees not to give our personal contact details.  However they can call the office anytime to get a message to you (for shift time changes, or other issues).



Company Systems & Property

Our office equipment/supplies are for business use only.  Don’t use them for personal use.


On the job:  personal internet usage, cell phone use, etc. must be limited to lunch breaks unless a true emergency.



Social Media at Work

Simply put, don’t post anything about a client or Home Instead online. 


Posting pictures, videos, names, etc. violates HIPPA;  you could be held personally responsible by the client or their family. 


You may post positive comments about Home Instead Senior Care. You may not post negative comments which can be construed by law as “slander”, and the Company Owner takes this very seriously. 


By the way, don’t share or distribute our company materials such as handbooks, policies, or other – it affects our competitive advantage and our Attorneys hate that.




Florida Abuse Hotline


Anyone can report suspected cases of abuse (for seniors/elderly and others). There is a booklet available for all CAREGivers and clients - ask the office team. 


Contact the Office if you suspect abuse.


The hotline:

Tele: 1.800.96.ABUSE (or 800.962.2873 )

Fax: 800.914.0004


Website: http://www.dcf.state.fl.abuse/report/index.asp


They Remember Your Conversations, Make Them Happy Ones


“Mr Benson, let me tell you about something special that happened with my granddaughter". 



Mr. Benson, tell me about your favorite memories of your kids".


How is my family?  Oh you know Mr. Benson, every family has its challenges.  But we should count our blessings that we have families!”





"Mr. Benson, I'm so happy to see you. I had the best weekend!  Let's have some coffee and I'll tell you all about it.”

Not UnHappy Ones

“My husband is cheating on me, I'm kicking him out this weekend” 



”Mr. Benson, I don't feel like talking today. I have a lot on my mind".


"How is my family?  Well my son was caught with drugs, and my 16 year old daughter is pregnant.”


“Mr. Benson, I don't have the money to pay my rent. I don't know what I'm going to do.”

Your Responsibilities With Your Clients


Read the client profile and care plan prior to arriving for your shift.  Dr appt's and such may be added daily.


Check your smart phone regularly ; your client's schedule can change suddenly and messages will be sent to your email and text.  Return messages by contacting the office no later than 30 minutes of receiving a message.  If unable, you must call the office at some point that day, even after hours.


Client falls/accidents of any nature must be reported to the office.  State Health Dept requires this as do we.



When At Your Client's Home

Timekeeping

Use the WellSky Personal Care APP for clocking in/out.   If you experience problems with the APP, log out and back in.  Still having problems?  Use
a backup system called “Telephony” (844.960.1375) (number on back of your name badge)

Use all these method's before calling the office.

CLOCKING IN/OUT

1.You must clock in and out when you are in “sight” of the client (ie., not from the parking lot)


2. You cannot clock in earlier than 7 min. before shift start time.  The system will tag you as late if you clock in 1 min. after shift start time and the office staff gets alerted.


3. Don’t falsify timekeeping records; it’s grounds for termination and considered theft and will be handled as such.


Exempt office employees: (Exempt, means exempt from overtime)

You paid a flat amount per week , regardless of hours worked (unless working less than 5 hours in a day, then it is considered 1/2 day) except for deductions such as vacation or sick leave.


See your supervisor for timekeeping requirements.


You're not a fit for the job, or job is not a fit for you...

DISCIPLINARY POLICY


It is your responsibility to be a reliable employee and to follow guidelines and policies.


We employ mature, responsible Office staff and CAREGivers; we assume you will always perform at your best. 


However in the slight chance an employee disregards the well-being of our clients, other coworkers, or our Agency or is incapable of performing job duties, we will not hesitate to address the unacceptable behavior immediately.


If it is an honest mistake, we will kindly bring it to your attention. If it is a blatant or repeated disregard for company policy, it may lead to your termination which is reported to State of Florida Health Department.   


  EMPLOYEE SEPARATION/TERMINATION


All employment relationships with the Company are on an at-will basis. The Company has the right to terminate the employment relationship at any time, with or without cause or notice, and employees have this same right. 


If you chose to resign, it’s a professional standard to give a minimum of two weeks’ notice along with a letter of resignation and return of all company materials (there could be a cost to you if you fail to return the items requested).


Terminated employees will receive a final paycheck within the next two pay periods depending on date of termination.  Any PTO in your account is forfeited.  Terminated employees are not to contact any prior clients, as this may be considered a violation of our harassment policy.


  Employee Handbook - Website Portal


www.homeinsteadpalmbeach.com

User ID:  (your personal email)

Password:  Delray@123

WellSky

Personal Care APP



UserID:  (your personal email)

Pass: Delray@123

Empower  LMS 

(Learning Mgt System)

User ID: (your personal email)

Pass: Delray@123

Legally Speaking

Franchise Relationship with Home Instead 

You are employed by an independently owned and operated franchise office called SSMW, LLC, who provides non-medical services under a federally registered service mark, Home Instead Senior Care®.  


For the purpose of this document your employer, SSMW, LLC will be referred to as “The Company”, “us” or “we”. 

And a Word From Our Legal Team...

This handbook is not a contract; it simply gives an overview of our most common office policies and practices. These can and will be changed over time in order for us to provide exceptional customer service. If you have any questions, ask your supervisor.


All employment relationships with the Company are on an at-will basis. No employee of the Company has the authority to enter into any agreement contrary to this policy. 


You have signed a document acknowledging the review of this handbook, it's contents and other company policies and procedures which have been discussed with you and allowing you ample opportunity to ask questions if needed.


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