Senior Services Plus Health Care Inc



SENIOR SERVICES OF ROCK COUNTY, INC.

STOP GAP

Supportive Home Care Worker

Handbook

“helping people thrive”

Applicable To All Supportive Home Care Workers Workers

Effective Date: 04-07-15

This Manual Supersedes All Previous Manuals Distributed by Senior Services of Rock County, INC. Stop Gap

TABLE OF CONTENTS

I. INTRODUCTION

A. Welcome to Senior Services of Rock County, Inc. 1

B. Organization Chart 1

II. PURPOSE OF THIS GUIDE 1

III. WHAT IS STOP GAP…………………………………………………………………...2

IV. MISSION STATEMENT 2

V. CONFIDENTIALITY OF INFORMATION

A. Stop Gap Confidentiality 2

B. Client Confidentiality 2-3

VI. EMPLOYMENT POLICIES

A. Disability and Equal Employment 3

B. Hiring and Recruitment 3

C. Attendance Responsibilities 4

VII. BENEFITS AND POLICIES REQUIRED BY LAW

A. Unemployment Fund 4

B. Social Security/Medicare 4

C. Worker’s Compensation 5

D. Wage Garnishment………………………………………………………………..5

VIII. VOLUNTARY BENEFITS

A. Holidays 5

IX. COMPENSATION

A. Pay Procedures 5

B. Time Sheets 6

C. Time Sheet Instructions…………………………………………………………. 6

D. Performance Appraisal 6

E. Rehire 6

F. Inclement Weather 6

X. CORRECTIVE ACTION; DISMISSAL 6-7

XI. SEPARATION FROM EMPLOYMENT

A. Notice 7

B. Layoffs 7

XII. EMPLOYEE CONDUCT AND RESPONSIBILITIES

A. Conduct………………………………….…………………..............................7-8

B. Gift Policy 8

C. Personal Appearance/Dress Code 8

D. Personnel Records .8

E. Children and Visitors .8

F. Employee Grievances 8-9

G. Smoking in the Workplace 9

H. Drinking and Drugs…………………………………………………………….….9

I. Theft………………………………………………………………………………….9

XIII. CLIENT RIGHTS………………………………………………………………………..10

XIV. WORKERS RIGHTS……………………………………………………………………11

XV. SENIOR SERVICES DISASTER PREPAREDNESS PROCEDURE

A. Fire 12

B. Flood (Flash) 12

C. Tornado (Severe Weather) 12

D. Toxic Spill 12

E. Stay-in-place Order 12

XVI. SENIOR SERVICES UNIVERSAL PRECAUTION 13

XVII. EXPOSURE REPORTING FORM 13

XVIII. SENIOR SERVICES JOB DESCRIPTIONS…………………………………………..14

Job Requirements………………………………………………………………………14

Job Duties………………………………………………………………………………..15

XIX. CONCLUSION…………………………………………………………………………….15

XX. ADDRESS AND TELEPHONE NUMBERS……………………………………………15

XXI. ADDITIONAL INFORMATION

Attachment re: HIPAA………………………………………………………………….16

Client falls information…………………………………………………………………..17

Illustration on “How to get up from a fall”……………………………………………..18

WI CAREGIVERS ACT 172............................................................................................19

XXII. SIGNATURE PAGE……………………………………………………………………….20

I. Introduction

A. Welcome to Senior Services of Rock County, Inc.

Welcome to Senior Services of Rock County, Inc. (Senior Services). Senior Services is a nonprofit, charitable, tax-exempt agency, which was founded in 1982 to provide supportive services in the home that are safe, cost effective, efficient and personable.

B. Organization Chart

II. Purpose of This Guide

This Employee Handbook has been developed to be a guide and to clarify personnel policies applicable to the employees of Senior Services.

This Handbook is intended to provide information concerning important Senior Services policies, procedures, privileges and responsibilities that are yours as an employee. Please read it thoroughly. Although this is not a book of rules, many of the Senior Services regulations and principles are included. The policies in this Employee Handbook are not promises and this Handbook does not create contractual rights. Although we will strive to announce changes, this may not always be feasible; therefore some changes may be made without notice. Policies, procedures and/or practices may be altered from time to time to meet the needs of Senior Services or individual employees, and to comply with legal requirements.

III. What is Stop Gap?

Stop Gap is a service-related program operated by Senior Services of Rock County, Inc. The Stop Gap program provides a variety of supportive services to individuals who receive county funding to remain in their own homes.

Senior Services works directly with Rock County Human Services to provide supportive in-home services. Social Workers at the human services office have many clients who receive long term support funding and Senior Services is one of the service providers.

Senior Services employees who work in the Stop Gap program provide custodial type care to our clients in their homes. Many times Stop Gap employees work in cooperation with families and other agencies. Although in some cases clients live at home by themselves without any other outside support structure. In these cases we work together to ensure social workers are kept informed when the level of care changes.

The Stop Gap Workers goal is to be a resource that allows the individual to remain in the home – so that the in-home system can remain intact.

IV. Mission Statement

The mission of Senior Services of Rock County, Inc. Stop Gap is as follows:

Stop Gap is a non-profit supportive home care agency that provides services in the home that are safe, cost effective, efficient and personable. These supportive/supplementary services help the disabled maintain their in-home residential independence and enhance their quality of life in a dignified manner.”

Because of our charitable mission and our public support, we believe that Stop Gap employees have a special responsibility to adhere to the highest standards of professionalism, commitment, and diligence. We encourage congeniality and sharing of ideas of information among our staff, consultants, and collaborators.

We will enthusiastically serve clients and constituents and we will contribute positively to our community and environment. In all instances, the highest level of honesty and integrity shall be maintained with clients, other providers and employees, while treating each other with respect and dignity.

V. Confidentially of Information

A. Stop Gap Confidentiality

Stop Gap and its employees have an ethical and legal obligation to respect the privacy of our clients and to protect and maintain the confidentiality of all information that we learn about our clients, their family members and friends in the course of providing services to them. Information of a confidential nature is not to be discussed with anyone outside of Stop Gap. Employees have a responsibility to avoid unnecessary disclosure of non confidential internal information about Stop Gap and its clients. This responsibility is not intended to impede normal business communications and relationships, but is intended to alert employees to their obligation to use discretion to safeguard internal Senior Services affairs. If an employee has any question in any situation, they should consult with the Director.

B. Client Confidentiality

Client records are legally protected confidential records and must be treated as such. This means that client records maintained by Senior Services must be kept in a secure location at all times except when they are being reviewed or supplemented by an authorized employee. Client records should never leave the office, except as permitted by the Senior Services Director. Client records and client-related business (including the names of clients) should not be discussed with or disclosed to anyone except: co-workers who are specifically authorized under applicable Senior Services Confidentiality Policies to have access to such information; your supervisor; the Director; any person authorized by the client to obtain information about the client from the employee (any such authorization must be in writing in a form approved by the Director and must be retained in the client file); or any person with whom the Director has authorized the employee to share the information. As tempting as it may be at times, it is illegal, unethical, and a violation of HIPAA and our Confidentiality Policy for the employee to discuss client matters with the employee's friends, spouse, relatives, or anyone else, except those persons listed above, unless the employee is ordered to do so by a court or otherwise required to do so by law. If someone is insisting on obtaining information from the employee about a client, and the client has not authorized the disclosure, refer the matter to the Director. See HIPAA guidelines attached at the back of this handbook.

VI. Employment Policies

A. Disability and Equal Employment

1. Americans with Disabilities Act (ADA)

Senior Services is firmly committed to the Americans with Disabilities Act (ADA) and other federal and state legislation designed to ensure equal employment opportunities to persons with disabilities. Senior Services prohibits discrimination on the basis of disability in regard to all employment practices or terms, conditions and privileges of employment. Consistent with this policy and applicable law, Senior Services will make reasonable accommodation to the known physical or mental limitations of qualified applicants or employees, unless to do so would cause an undue hardship on the operation of its business.

2. Equal Employment Opportunity Commission (EEOC)

Senior Services is an Equal Opportunity Employer. Title VII of the Civil Rights Act of 1964 (amended in 1991) prohibits employment discrimination based on race, color, religion, national origin, sex, age, marital status, sexual orientation, family responsibilities, disability, matriculation and political affiliation. Senior Services is committed to the rights of its employees.

If the employee believes that he/she has been subject to discriminatory harassment by a co-worker, supervisor, volunteer, client or vendor, or by anyone else during the course of your employment, please report your concerns immediately to the Equal Opportunity Coordinator, whose name and contact information will be posted in the lobby, under Attachment 3 “Equal Opportunity Policy’. Retaliation against an employee by any person under Senior Service’s control for opposing such harassment, for filing a bona fide complaint of discriminatory harassment or for providing information in good faith regarding another employee's complaint will not be tolerated.

3. Limited English Coordinator (LEP)

Senior Services is committed to: providing equal opportunity in all programs and services to ensure full compliance with all civil rights laws, including Title VI of the 1964 Civil Rights Act, which requires non-discrimination on the basis of national origin. Equal opportunity includes physical and program access for persons with disabilities and program access for persons with Limited English Proficiency (LEP). Program and physical access for persons with disabilities is covered in the Americans with Disabilities Act of 1990 and the Rehabilitation Act of 1973 as amended, Section 504. I

It is the policy of this agency to provide language access services to populations of persons with Limited English Proficiency (LEP) who are eligible to be served by our programs. Such services will be focused on providing meaningful access to our programs, services and/or benefits. Senior Services has assigned a ‘Limited English Proficiency Coordinator, whose name and contact information is also posted in the lobby under Attachment 4 “Limited English Proficiency Policy’.

4. Affirmative Action Equal Opportunity in Employment Policy

It is the policy of Senior Services to implement Affirmative Action (AA) measures designed to eliminate present effects of past discrimination and to ensure equal opportunity for women, racial or ethnic minorities, and persons with disabilities. Senior Services recognizes the need to identify job groups and classifications with under-representation, and to set goals and timetables for increasing the employment of under-represented group, and to develop an AA plan for implementing those reasonable goals through outreach, recruitment, training and other activities and commitments.

B. Hiring and Recruitment

1. Immigration Policy

Senior Services is in compliance with the Immigration Reform and Control Act of 1986 which requires that every newly hired employee complete an I-9 Form and verify his identity and eligibility to work in the United States. As a condition of employment, each new employee must properly complete, sign and date the first section of the Immigration and Naturalization service Form I-9. Substantiating documentation must be presented to the supervisor or the Director before an employee begins working at Senior Services. The supervisor or Director will verify documentation, sign and date the I-9 form.

2. Employment at Will

The policies contained in this Handbook neither creates any contract of employment, nor do they constitute the terms of an implied agreement with Senior Services. All employees are considered "at will." Likewise, nothing in this Handbook shall be construed to erode the employment-at-will doctrine. "At will" means employment may be terminated with or without reason by either the employee or Senior Services. The employee has the right to end the employment relationship when she/he feels it to be in their overall best interest to do so, provided two weeks notice is given to their supervisor. However, employees engaged in gross misconduct or dishonesty may be dismissed without notice and will not be entitled to any pay after the last day worked.

C. Attendance Responsibilities

1. Attendance

When the employee is hired, she/he will be advised of the hours he/she is expected to work. All hours and days of work are subject to change and modification. Senior Services stated office hours are 8:00 am to 5:00 pm Monday through Friday. If you are out of work or late for any reason and have not received advance permission for the absence, please call your Supervisor's office at least one day before your regularly scheduled start time to report your absence or lateness. Because of the nature of work performed by Senior Service employees, it is critical that attendance be regular and punctual. Employees must provide as much lead time as possible when absence or delay is an issue. Absence without notice for three days may be considered a voluntary quit. Some personnel may have different working hours to ensure that there are people available to handle various matters, which arise before or after normal working hours. Telephone #’s are during office hours: 608/757-5940 press 3.

After office hours: 608/774-7325 scheduling problems.

2. Attendance Records for Hourly Employees

All employees are expected to report to their job each scheduled working day except for illness or special reasons. Employee’s presence on the job is most important to ensure the smooth operation of Senior Services. Employees are expected to notify their supervisor directly of their absence or late arrival immediately upon the opening of the business day. Phone calls to a fellow employee or to a client are not acceptable. You must contact your supervisor, after hour’s telephone # 774-7325.

3. Lateness and Absenteeism

Chronic lateness or absenteeism is not acceptable. Employees who are continually late, or have more absences than normal, will meet with their supervisor. If the problem persists, penalties may include dismissal.

VII. Benefits and Policy Required by Law

A. Unemployment Fund

Senior Services pays 100 percent of the State and Federal unemployment insurance premiums for each employee. This benefit is designed to pay unemployment compensation to employees who lose their job for reasons other than: (1) misconduct or (2) voluntarily quitting.

B. Social Security/Medicare

For each employee, Senior Services deducts the employee’s share of Social Security and Medicare and Senior Services pays matching funds to the Social Security Administration under the Federal Insurance Contributions Act (FICA)

C. Worker's Compensation

All employees are covered under the applicable Worker's Compensation Act Insurance, which is paid in total by Senior Services. To be eligible for workers' compensation benefits, an employee has to incur an accidental injury in the course of and arising out of employment. It is designed to:

(1) Pay medical expenses for an on-the-job injury or illness and

(2) Pay a portion of the employee's lost wages.

If you are injured on the job, no matter how slight, you must seek medical attention and immediately report the accident or injury to your supervisor. Further, a report must be prepared in writing and signed by the Director within 24 hours after the accident or injury. Reporting on-the-job Accidents:

Immediately report any accident or injury suffered on the job to your Supervisor, who will ensure that necessary medical attention is sought and forms are completed. A drug screening through Mercy Occupational Health will be required.

SENIOR SERVICES STOP GAP: 608/757-5940 press 3 (DURING OFFICE HOURS)

AFTER HOURS: 608/774-7325

D. Wage Garnishment

The garnishment of an employee's wages by a creditor is a serious matter. Therefore employees should make satisfactory arrangements with creditors so that your wages will not be attached. Senior Services must honor wage garnishments, as they represent a court order to withhold a portion of your pay.

VIII. Voluntary Benefits

Holidays

The following legal holidays are observed by Senior Services:

(If you are scheduled to work on a holiday and your client cannot go without services, you will be paid at a higher rate per hour (requires pre-authorization). This extra pay does not apply to live-ins and family members, as we can assume you will be spending the holiday and/or weekends together.

1. New Year's Day - January 1

2. Easter

3. Memorial Day - Last Monday In May

4. Independence Day - July 4

5. Labor Day - First Monday In September

6. Thanksgiving Day - Fourth Thursday In November

7. Christmas Eve – December 24

8. Christmas Day - December 25

9. New Year’s Eve – December 31

IX. Compensation

A. Pay Procedures

Paychecks will be distributed on semi-monthly basis. See the annual pay dates handout; located in Senior Services office by door.

Any discrepancies or questions about your pay should be raised immediately and answered to your satisfaction on the day you are paid. Please bring any such error to the immediate attention of the Director for correction. You can pick up your checks on payday after 4 pm. If you wish another person to pick up your check, please provide that in writing.

Deductions are made only for taxes required by law (see section VI of this manual) or court ordered wage assignment.

B. Time Sheets

All employees are responsible for completing and submitting time sheets; if you are unaware of the procedures for doing so please see the Office Manger. See the following section entitled ‘Timesheet Instructions’.

C. Time Sheet Instructions

1. Print the client and your name at the top of the form

2. Put the dates, times and actual hours worked in their corresponding spaces

3. Complete one timesheet per client

4. Both the client and the worker must sign the form at the bottom

5. Have the timesheet turned in at the office by10am one business day after the end of a pay period

D. Performance Appraisal

Your pay increase (subject to favorable economic business conditions) is based upon your skills, experience, education and value to Senior Services. Your supervisor's appraisal of your job performance provides a systematic way for you to measure your development and to know how well you are meeting the requirements of the job.

Each employee will be considered on an individual basis. The agency’s financial ability to fund an increase.

Your compensation as well as that of other employees is private and personal matters between the employee and Senior Services management. To discuss these matters with anyone else is against the Senior Services policy.

E. Rehire

An employee rehired after a break in service shall in every respect be treated as a new employee.

F. Inclement Weather

In the event of inclement weather such as heavy snow, tornado, etc., employee early departure or absence from work will be without pay. In the event the office closes due to severe weather we will reimburse the workers, assigned to clients who cannot be left alone at a higher rate of pay. See also Section titled “Disaster Preparedness”.

X. Corrective Action: Dismissal

When performance issues are identified with respect to an employee, when instances of unacceptable conduct occur, or when for any reason the employment relationship has become problematic from the point of view of Senior Services, any of a variety of steps might be taken, up to and including termination of the employee. In some cases, the employee might be given an oral or written warning. In other cases, immediate probation, suspension (with or without pay), demotion, termination or other corrective action might take place. Senior Services reserves the right to determine what it believes is an appropriate response to inappropriate conduct, and will implement it.

Examples of unsatisfactory job performance include, but are not limited to:

Repeated tardiness, excessive absenteeism, repeated unexcused absences

Failure to perform work in a manner satisfactory to supervision

Discourtesy or lack of cooperation

Failure to follow Senior Service’s policies, procedures or a supervisor's instructions

Disclosure of confidential information, see HIPAA.

Misconduct, which is subject to disciplinary action, including immediate termination, includes the following:

Theft or misuse of Senior Services or client property

Falsification of records including employment application or resume

Sale, possession or use of illegal drugs while at work; engaging in illegal activities while at work

Intoxication while at work

Conviction of a crime which indicates unfitness for the job

Physically fighting with another employee

Possessing/displaying a firearm while at work

Abuse or neglect of a client

XI. Separation from Employment

As stated in Chapter Five, section B-2 of this manual, all employees of Senior Services are employed "at will," meaning that they or the employer may terminate the employment relationship at any time, with or without cause. The following policies apply to those who are separating from the Senior Service’s employment.

A. Notice

Employees are asked to give at least two weeks notice of resignation.

B. Layoffs

Layoffs will probably occur when your client is transferred into a nursing home, moves or dies. We will try to reassign you but this is not always immediately possible, in which case, you will be considered laid off.

In the event of termination of employment (voluntary or involuntary), no references good or bad will be given by Senior Services. Senior Services will verify the position, compensation and dates of employment only. While an employee may request a reference from any supervisor, no supervisor is authorized to give references from Senior Services. Any reference, which may be given by a supervisor, represents solely the personal view of that supervisor and Senior Services disclaims any responsibility for the reference.

XII. Employee Conduct and Responsibilities

A. Conduct

The job performance and personal conduct of each employee reflects directly upon the image and reputation of Senior Services. It is expected that each employee will conform to the established Senior Services policies and that dealings with clients and fellow employees will at all times reflect honesty and the highest ethical standards. Employees will observe the following guidelines to maintain the ethical standards of the Senior Services:

1. Promote client satisfaction for the Senior Services.

2. Employees must not accept from, or give to: clients gifts; or accept bequests, commissions or fees of any nature from clients; or borrow, from clients.

3. Integrity is a must for continued employment. Theft, embezzlement, misappropriation of funds, false entries in any report or statement with intent to defraud, and falsification of expense accounts is cause for immediate dismissal and possible referral of the matter to the appropriate enforcement personnel.

4. It is the responsibility of each employee to report to management any knowledge that a crime has been or will be committed. Not reporting is cause for immediate dismissal.

5. Strict compliance with laws and regulations is necessary. Noncompliance could result in adversity both for the employee and Senior Services.

6. A client's confidential information must not be divulged to third parties except with proper authority from the client.

7. If my assignment requires me to transport my client in my vehicle I will present to Senior Services a copy of my current driver’s license and current auto insurance prior to this transport.

8. Fill out your timesheets at the end of each visit.

9. Turn in your timesheets by 10am the following business day at the end of a pay period.

B. Gift Policy and Procedure

Policy

Senior Services staff will transact business with clients free from offers or solicitation of gifts and favors in exchange for influence or assistance. It is Senior Services intent that this policy be construed broadly to avoid even the appearance of improper activity.

Procedure

Senior Services staff is prohibited from soliciting tips, personal gratuities, or gifts from clients. Senior Services staff is also prohibited from accepting money from clients. If a client or another individual wishes to present Senior Services with a monetary gift, he or she should be referred to the Senior Services Director.

1. Senior Services staff will not accept gifts, favors, services, entertainment, or other things of value to the extent that decision-making or actions affecting Senior Services might be influenced. Therefore, Senior Services staff may only accept gifts of a nominal value from clients.

2. If a client has any doubt or concern about whether a specific gift should be accepted, the client should contact the Director of Senior Services.

C. Personal Appearance/Dress Code

Each employee maintaining a professional image is vital to the success of Senior Services in our transactions with clients and the public. Employees must attire themselves in a neat, clean, and professional manner.

D. Personnel Records

Accurate personnel records are required for the benefit of both the employee and the Organization. It is the employee's responsibility to keep Senior Services informed of your current address, telephone number, change in name, number of dependents and individuals to notify in case of an emergency. Senior Services will rely on the employee's address for communications by mail, the telephone number in case of an emergency, and marital status changes for income tax withholdings.

E. Children and Visitors

If a child is brought to Senior Services, the employee must hold Senior Services harmless in the event of a child's injury or accident while on the premises. Likewise, friends and family members visiting you at your assignment during working hours are not allowed.

F. Keys

Do not accept keys. If a client offers or tries to give you a key to their home redirect them to the Senior Services Stop Gap Coordinator.

911 Calls

Do not accompany clients to the emergency room. If a client goes to the ER you are officially off duty for that assignment.

H. Money Matters

Do not handle client’s money unless pre-approved by the Stop Gap Coordinator or specified in their plan.

I. Employee Grievances

Each employee who has a grievance on any matter has the right to meet with his/her supervisor to discuss the grievance. If the grievance is not resolved with the supervisor, the employee's grievance and the supervisor's response shall be written and should be submitted to the Director. The Director, in consultation with Senior Services Personnel Committee Board Chair shall make the final decision in the grievance procedure. The entire process will not exceed two weeks from the time the employee notifies his/her supervisor of the grievance. If the grievance is not resolved with the Director, or if the grievance is with the Director, the employee may appeal to the appropriate committee of the Senior Services Board of Directors.

J. Smoking in the Workplace

Because of our belief that smoking is hazardous to people's health, Senior Services office has established a smoke free policy for all inside and enclosed areas. Smoking will not be permitted in the offices of Senior Services or in the homes of our clients. As a condition of employment, we expect each individual to abide by this policy. Violation of this policy may result in termination of employment. Smoking is permitted outside and smokers are required to dispose of their smoking devices appropriately.

The use of chewable tobacco products are also prohibited as they can create safety hazards. Smoking and/or chewable tobacco products in the presence of a client or fellow employee may be offensive. The rights of others must be considered at all times.

K. Drinking and Drugs

Congress has recognized the problem of drug abuse by enacting the Drug-Free Workplace Act of 1988. In compliance with the Act, illegal drugs or alcoholic beverages are not permitted on Senior Services premises. For your own safety, you are prohibited from working under the influence of alcohol or drugs. Impaired conduct endangers yourself, your co-workers, and our clients, and it damages the reputation of Senior Services. Employees using prescription drugs as prescribed by a physician must immediately report the usage to your manager. Management may require an employee to submit to a drug or alcohol test, where there is probable suspicion of drug or alcohol use, or in the event of an accident while on Senior Services premises.

As a condition of employment, all applicants who are offered a position with Senior Services may be required to submit to a physical examination which will include a screen for the use of drugs or alcohol by a State or Federal Government certified laboratory. Additionally, in the event Management has probable cause to believe that an employee is under the influence of alcohol or a controlled substance, it may demand the employee submit to a test to determine the presence of any of the aforesaid substances. Those individuals whose screen produces a positive result for the use of alcohol, illegal drug or a controlled dangerous substance may be ineligible for employment or continued employment.

In the case of a positive result for the use of alcohol or any controlled dangerous substance, Management shall provide each person who submitted to the test: (1) a copy of the laboratory test indicating the test results; (2) a copy of this policy; (3) if applicable, written notice of Management's intent to take disciplinary action, terminate employment, or change the conditions of continued employment; (4) provide a written notice concerning the person's right to request an independent test at the person's own cost. Senior Services will assist employees seeking treatment. Employees who seek referrals to local rehabilitation and counseling programs should contact the Director.

Employees who report to work under the influence of alcohol or drugs will not be permitted to work. Consuming, selling, transferring, distributing alcohol or illegal drugs on or off the job or any violation of the above Senior Services policy can result in immediate dismissal.

L. Theft

Unauthorized possession or use of any Senior Services property or our client’s property constitutes grounds for immediate dismissal and the filing of criminal charges. We will call the police to investigate.

XIII. Client Rights

To maintain compliance with the State of Wisconsin - Department of Health Services – Personal Care Providers – DHS 105.17(1w)(b)3. “A statement of client’s rights which shall include all of the following:”

a. To be fully informed of these rights and all of the provider’s rules governing client responsibilities.

b. To be fully informed of services available from the provider.

c. To be informed of all changes in services and charges as they occur.

d. To participate in the planning of services, including referral to a health care institution or other provider and to refuse to participate in experimental research.

e. To have access to information about the client’s health condition to the extent required by law.

f. To refuse service and to be informed of the consequences of that refusal.

g. To confidential treatment of personal and medical records and to approve or refuse their release to any individual outside the provider, except in the case of transfer to another provider or to a health facility, or as otherwise permitted by law.

h. To be treated with consideration, respect and full recognition of dignity and individuality, including privacy in treatment and in care for personal needs.

i. To be taught the service required so that the client can, to the extent possible, help himself or herself.

j. To have a person designated by the client taught the service required, so that, to the extent possible, the person designated can understand and help the client.

k. To have one’s property treated with respect.

l. To complain about the care that was provided or not provided, and to seek

resolution of the complaint without fear of recrimination.

m. To have the client’s legal representative exercise the client’s rights when the legal representative is legally authorized to do so.

XIV. Worker Rights

AS A PERSON ON THIS JOB I HAVE THE RIGHT TO:

- Be myself.

- Refuse unreasonable requests without feeling selfish.

- Have the supplies and equipment I need to provide services; and to call the agency

if I do not have what I need

- Be competent and be proud of my accomplishments.

- Be treated as a capable adult.

- Change my mind.

- Say, “I don’t know.”

- Say, “I don’t agree”

- Say, “I don’t understand.”

- Ask for clarification so I can to a good job.

- To make amends.

- The opportunity for improvement.

- The right to know when I am not meeting your needs or standards

- Have my opinions given respect.

- Have my needs be as important as the needs of others.

- Express my professional needs to my Supervisor.

- Judge my own behavior, thoughts, and emotions and be responsible for their initiation and the

consequences upon myself.

- Judge if I am responsible for finding solutions to other people’s problems.

- Grow, learn and change and to value my age and experience.

- Follow a Plan of Care and a work schedule.

- Inquire if the client has anything extra to do before the shift ends.

- Complete my timesheet before the end of the shift

- Call the office and request assistance if I am continually staying over my shift.

- Contact my Supervisor if my work situation has become unmanageable.

- Right to request a re-assignment.

XV. Senior Service’s Disaster Preparedness Procedure

A. Fire

1. You must identify all exits and be aware at all times of available exit routes at each site. In multiple dwelling residences identify exits, evacuation routes and building procedures.

2. In case of fire leave through the nearest exit with your client IMMEDIATELY. Move a safe distance from the building until assistance comes.

3. At the first opportunity contact 911 to report the fire.

4. If you are in an apartment, exit through the nearest exit and follow the building’s fire evacuation procedures as posted and practiced.

5. Insure that your client has all assistive equipment to facilitate the evacuation.

6. Contact the office to report the Fire and client status. The office shall notify the family and give you further instruction.

B. Flood (Flash)

If a flood is likely to occur at your worksite you should:

1. Call 911 to report the danger and ask for instructions.

2. Listen to the radio or television for information

3. Be aware that flash flooding can occur any time.

4. The cities of Janesville, Beloit and Rock County will evacuate you and your client from the home if there is a risk to public health or safety. Affected residents shall be contacted by Area Emergency Services and given directions for evacuation.

5. If the home starts flooding, move yourself and your client to higher ground. Insure that all assistive devices and medications accompany your client.

6. Be advised that 6 inches of water will reach the bottom of most passenger vehicles causing loss of control and possible stalling. A foot of water will float most vehicles.

7. Do not walk through moving water.

8. Upon arrival at a secure site, contact client’s family to inform them of your client’s situation.

POLICE, FIRE, MEDICAL, DISASTER 911, BELOIT FLOOD HOTLINE 361-6418, JANESVILLE FLOOD HOTLINE 373-6000

SENIOR SERVICES: 608/757-5940 608/774-7325 (AFTER HOURS)

C. Tornado (Severe Weather)

1. During severe weather listen to the radio or television for information.

2. If you are under a tornado warning, take yourself and your client to shelter immediately.

3. Go to a pre-designated shelter area such as a safe room, basement storm cellar on the lowest building level. If there is no basement, go to center of an interior room on the lowest level (closet, interior hallway) away from corners, windows, doors and outside walls. Put as many walls as possible between you and the outside. Get under a sturdy table and use your arms to protect the head and neck of you and your client. Do not open windows.

4. Be aware of and follow all posted Severe Weather procedures if the site is in a multiple dwelling building.

5. Emergency Response Teams will be on site to assist you and your client with any damage or physical injury after the all clear is determined.

D. Toxic Spill

Evacuation

When an evacuation is ordered, LEAVE IMMEDIATELY.

Call 911 or tune to the radio or television for information on evacuation routes, temporary shelters and procedures.

Follow the routes with your client, recommended by the authorities-short cuts may not be safe. Leave at once.

Take all client assistive equipment and medications. Contact all significant persons after you are both in a place of safety.

E. Stay-in-Place Order

Bring pets inside. Close and lock all exterior doors and windows. Close vents, fireplace dampers, and as many interior doors as possible. Turn off air-conditioners and ventilation systems. In large buildings, set ventilation systems to 100% recirculation so that no outside air is drawn into the building. If this is not possible, ventilation systems should be shut off.

Go into a pre-selected room; it should be above ground and have the fewest openings to the outside.

Seal gaps by doors, windows, AC units and exhaust fans with wet towels, plastic sheeting and duct tape.

Call 911 or listen to the radio or TV for further information and instructions.

XVI. Senior Service’s Universal Precaution

If you find any traces of blood from your client, you need to exercise precaution to prevent the spread of blood borne pathogens as follows:

First and foremost wash your hands thoroughly with soap and water before and after providing care.

Put on disposable gloves when providing personal cares, laundering bed linens, nightclothes, underclothing and towels. Wash these items with soap, water and bleach. This agency has a supply of gloves (small, medium, large and x-large).

DO NOT HANDLE your client’s needles, sharps or lancets. Your client will handle their own needle & sharps use and disposal. You may only hand your client their red sharps container for disposal.

When cleaning up blood use gloves and bleach or antimicrobial wipes, dispose of wipes and gloves in trash receptacle. If you have no wipes use paper towels and a bleach formula of 1 part bleach to 10 parts water. If the spill is mixed with any sharp objects, such as glass or needles do not pick these up; instead use cardboard or thick paper. Next, disinfect by putting the bleach wipes on the area for 20 minutes, clean up, and dispose of wipes and gloves. Call your supervisor if in doubt of proper disposal.

If you suspect you have been exposed to an infectious disease, contact your supervisor @757-5940, ask for and fill out the exposure reporting form, and see your personal physician immediately.

RECOMMENDED PROTECTIVE EQUIPMENT AGAINST HIV AND HBV TRANSMISSION:

|TASK OR ACTIVITY |DISPOSABLE GLOVES |GOWN |MASK |PROTECTIVE EYEWEAR |

|Bleeding control with |Yes |Yes |Yes |Yes |

|spurting blood | | | | |

|Bleeding control with minimal|Yes |No |No |No |

|bleeding | | | | |

|Oral/nasal suctioning |Yes |No |No, unless splashing is |No, unless splashing is |

|manually clearing airway | | |likely |likely |

|Handling and cleaning |Yes |No, unless soiling is likely |No |No |

|contaminated equipment and | | | | |

|clothing | | | | |

Exposure Reporting Form

Date ___/___/_____

Name:_______________________________________________________________________________________________

While at (Client’s) ________________________________________________________________________________home,

I performed the following task(s):__________________________________________________________________________

And the following exposure occurred:______________________________________________________________________

____________________________________________________________________________________________________

Check all that apply: (if unable to perform call your supervisor immediately)

___containment of blood or other potentially infectious material: (describe)_________________________________________

___disinfect affected area

___dispose of biohazard material properly (call supervisor)

___wash the affected area

___sought medical attention with__________________________________________________on ___/___/_____

___post exposure vaccination with _________________________________________________on ___/___/_____

___contacted Supervisor

___test of material to see if infected on ___/___/______ infected? Yes no

___follow-up with worker on ___/___/______

Signed by worker:________________________________________title:______________________ date: _______________

Supervisor:_____________________________________________title:_______________________date:________________

XVII. Job Descriptions

Supportive Home Care Worker Job Description

Light Housekeeping and ADLs/Instrumental ADLs which includes

• Bedroom- pick up, dust, make beds, change linens, laundry, sweep & mop / vacuum

• Living Areas- dust, pick up, wipe down surfaces, sweep & mop / vacuum

• Kitchen- dust, pick up, wipe down surfaces and appliances, dishes (wash and put away), cleaning the sink, mop & sweep / vacuum, weekly cleaning of appliances

• Bathroom- dust, pick up, clean mirror, disinfect (sink, tub & toilet), sweep & mop / vacuum

• Meals- prepare, serve & store leftovers

• Garbage- take out as needed

• Companionship- to be friendly and interested in the clients’ life. Encourage, assist and partake in interests and hobbies

• Report- remain in contact with and update the Stop Gap Coordinator

• Transportation- transport clients for essentials and errand running (per the Social Worker and Stop Gap Coordinator only. Must get prior approval, fill out a sign-off form, and provide a copy of current driver’s license and proof of current auto insurance.)

• Training- partake in all mandatory trainings and sign-off updates

• ADL’ s- Bathing, Transfers, ambulation, dressing, grooming, skin care, feeding, eye glasses hearing aids

Anything outside this spectrum will be on the clients POC, or must be approved by the Stop Gap Coordinator/Social Worker

Job Requirements

1. Be a person who has not been convicted of a crime which directly relates to the occupation of providing personal care or other health care services.

2. Follow the ‘Plan of Care’ (plan of treatment) located in client’s home (usually on the refrigerator)

3. Turn in timesheets according to due dates on annual pay schedules.

4. Review the “Ethics, Confidentiality and Client Rights Policy and Procedure” and sign the ‘Signature Page’ of the PCW Employee Handbook.

5. Have good verbal and written communication skills.

Job Duties

1. Follow a written Plan of Care regarding a client as directed by Senior Services

2. The Supportive Care Worker will care for clients in the home.

3. The Supportive Care Worker will observe and report any changes in a client’s health and/or illness condition to Senior Services

4. The Supportive Care Worker will recognize a life threatening emergency and call the emergency medical service (911) prior to informing the Stop Gap Coordinator. We do not accompany the client to the hospital. At the point the client goes to the hospital you are considered off duty.

5. The Supportive Care Worker will discuss any questions, concerns and clients’ progress with the Stop Gap Coordinator.

6. Perform ADL’s and Instrumental ADL’s

XVIII. Conclusion

The greatest asset Senior Services will ever have is a satisfied client. We believe that the client is an integral partner in the decision making process. If we are to receive "high grades" on the customer's "report card," each of us must appreciate the fact that satisfying the client is our number one priority. It sits at the very core of Senior Services ability to thrive and prosper.

A significant factor in delivering client satisfaction evolves around the quality of the service we offer. In our organization, service is our "product." It is a product that each of us must deliver day-in and day-out. It is part of everyone's job to deliver a quality service product, whether it is face-to-face or behind the scenes.

The quality of the service we offer cannot be separated from the quality of the provider. This means that each of us individually holds the key to Senior Services reaching the pinnacle of client satisfaction. If we try our very best to provide better service today than we did yesterday, we will have made great strides in ensuring a future for Senior Services and for ourselves.

Senior Services spends time and dollars each year to attract new grants and clients. Each of us must play our part to keep them coming back. We must be driven by a desire to make quality service our top goal. We must never lose sight of the fact that the impression we leave on our clients is an advertisement, good or bad. Every time we provide a service to the client we either improve the client's perception of Senior Services or diminish it.

As we proceed each day to provide quality service for our clients, it will serve each of us well to keep in mind these words: Client satisfaction is an all-of-the-time thing, not a some-of-the-time thing. It is something we do with a client, not something we do for a client. It is based on meeting the needs and wants of clients as they see them, not as we see them. It is treating each individual client as if that individual were our only client.

This Handbook has been prepared with the intent of anticipating many questions which the employee may have wanted answers. If, after reading this Handbook, you have unanswered questions, you are encouraged to discuss them with your supervisor. The supervisor will answer the question or get the answer for you.

Senior Services has the right, to make and enforce new rules and to enforce, change, abolish or modify existing rules, Senior Services policies and procedures applicable to employees as it may deem necessary or advisable.

Thank you for taking time to read and study this Handbook. Should you have any questions or suggestions, please let us hear from you.

XIX. ADDRESS and TELEPHONE #s

LOCATION: Senior Services

1621 Plainfield Ave

Janesville, WI 53545

MAILING ADDRESS: Senior Services

P.O. Box 1676

Janesville, WI 53547-1676

FAX: 608/757-5948

PHONE #S: during office hours: 608/757-5940 press 3

After office hours: (please use your discretion and call if you cannot wait until office opens)

608/774-7325 scheduling problems 911 Call for emergency

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SENIOR SERVICES

NOTICE TO:____________________________________________

Re: PCW Competency Testing and Client Falls

Date:__________________________________________________

I have given true statements regarding my personal care skills and agree that I am

competent and comfortable in providing those skills that I checked in the self-evaluation

form. I understand that I will contact my Supervisor for any tasks on the Plan of Care

that I do not feel qualified to provide and receive instruction and training.

Office Hours: M-F 8a-noon and 1p-5p 608/757-5940

After hours: 608/774-7325

I also understand that I will not pick up a client that has fallen; but I will try to talk a

client through the process of getting up themselves. (See ‘How to get up from a fall’ next page).

It is my responsibility not to compromise my health; therefore, I will protect myself in

these situations (refer website section titled ‘For Your Back’).

How to Assist a Falling Client:

o Widen your stance

o Bring client’s body close to you

o Bend knees and support client

o Lower client to floor

o Drop to floor yourself, if necessary

o DO NOT TRY TO STOP THE FALL

o Call for help (for non-emergency: wait for family 10 minutes before calling 911)

o When you call 911 inform them it is a ‘lift assist’ for a fall.

o DO NOT GET CLIENT UP (refer to ‘How to get up from a Fall’)

o Follow agency policies and procedures

See Signature Page

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XX. Signature Page

I certify that I have received a copy of the Senior Services Employee Handbook and Employee Orientation packet and agree to comply with the standards it establishes. It is understood that this Manual contains the operating procedures for Senior Services and it is not intended to be nor constitutes an agreement for employment. I understand that the operating procedures contained in this Handbook can be changed at the sole discretion of Senior Services without prior notification.

Please sign below to indicate you have been given the following information:

• organization chart, mission statement, agency objectives (employee handbook)

• Senior Services policies and procedures (employee handbook)

• specific job duties (job descriptions in employee handbook)

• information about handling emergencies, disaster preparedness and medical services and other community services (Rock County) – in employee handbook

• information and reporting forms for infectious disease control and exposure control reporting form -- handbook

• Senior Directory, Professionalism packet, For Your Back packet, Orientation packet, Patient Safety packet

• ethics, confidentiality of client information and patient’s rights (employee handbook and orientation packet)

• compliance with HIPAA (Health Insurance Portability and Accountability Act of 1996) see following packet

• I will not STOP THE CLIENT’S FALL; see ‘PCW Competency Testing and Client Falls’ and ‘how to get up from a fall’ . If you require further explanation, talk to your RN Supervisor.

• WI Care Givers Act 172

I give Senior Services of Rock County Inc. permission to access and share any and all of my employment history and records from and/to Senior Services Plus Health Care, Inc.

My signature indicates I have been given the information (listed above): read it, understand it and will practice this in conjunction with client assignments and any agency business:

Employee: ___________________________________________Title:________________________Date:___________

Supervisor:____________________________________________Title:________________________Date:___________

NOTICE TO: STOP GAP EMPLOYEES

Re: TRAVEL REIMBURSEMENT

If you are required to drive for your client you will be reimbursed $0.50 a mile

• You must get prior authorization from the Stop Coordinator

• Driving is limited to essential functions (groceries, doctors appointments, the pharmacy and the bank) unless approved by the Stop Gap Coordinator

• You must provide Senior Services with a copy of a current drivers license and proof of auto insurance

• You must take the shortest route available

• Driving is limited to one time weekly unless approved by the Stop Gap Coordinator (please help the client in their weekly planning)

|I have provided documentation of current auto insurance and current driver’s license | |

Furthermore, if there are any changes: in my transportation means

auto insurance and/or driving status it is my responsibility to contact the office and/or provide documentation.

Signature_________________________________________ Date_____________

Approved_________________________________________ Date_____________

-----------------------

Board of

Directors

Director

Walk in applicants, workers referred by clients

Supportive Home Care Workers (Stop Gap)

Stop Gap

Coordinator

CLIENTS

Stop Gap clients, Social Worker referrals, and private pay clients

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