In Home Personal Support Worker Manual

In Home Personal Support Worker Manual 1

I INTRODUCTION 5 Employee Welcome 6 Notice 7 What Legislation Governs ONE CARE? 8 What Services Does ONE CARE Provide? 8 How are ONE CARE s Services Funded? 12 II ROLES WITHIN THE IN-HOME SERVICES TEAM 13 III JOB DESCRIPTION 16 IV STANDARDS PERFORMANCE EXPECTATIONS OF PSW S 20 Performance 21 Confidentiality 21 Professionalism 22 Communication 22 Knowledge and Skill 22 V EMPLOYMENT RELATED INFORMATION 24 Orientation 25 Probation 26 PSW Status 26 Dress Code 27 Leave Requests 27 Time Sheets 27 Personal Conduct 27 Conflict of Interest 28 Care of Equipment 28 Training 29 Evaluation and Work Performance 29 Supervision 29 Pay and Benefits 30 Pay for Incorrect Placement 30 Travel/Transportation 31 Vacation 31 Leave of Absence 32 Discipline 32 Resignation from Employment 32 VI CLIENT RIGHTS AND RESPONSIBILITIES 33 Ethics 35 2

Caregiver/Client Relationships/Professional Boundaries 39 Theft and Fraud 41 VII CLIENT SERVICES 42 Statutory Holiday Service 43 Confirming Schedule 43 Scheduling 43 Voicemail Protocol 44 On Call and After Hours Contact 46 Not-Seen-Not-Found Client 48 Handling of Client Funds and Possessions 49 Personal Care and Homemaking Services 49 Personal Care 50 Body Mechanics and Ambulation 52 Treatments 53 Waste Elimination 54 Assisting with Medication 55 Household Care 57 Laundry 59 Nutrition/Meal Preparation 60 Transport of Client by PSW 64 VIII END OF LIFE (EOL)/EXPECTED DEATH IN THE HOME (EDITH) 65 Death of Client 66 Palliative Care 66 Respite Care 66 IX DOCUMENTATION, OBSERVATION AND REPORTING 68 X RISK MANAGEMENT OCCURRENCE REPORTING 80 XI ELDER ABUSE 83 XII HEALTH AND SAFETY 87 Joint Occupational Health and Safety Committee (JOHSC) 88 Duties of Employer 88 Duties of Supervisor 89 Responsibilities of Employees 89 Employee Rights 90 What To Do If You Are Injured At Work 91 Workplace Violence and Harassment Prevention 92 Workplace Hazardous Materials Information System (WHMIS) 92 3

Sharps 95 Emergencies/Fire 96 Safe Transfers and Body Mechanics 97 Musculoskeletal Disorders (MSD) 100 Slips, Trips and Falls Prevention 101 Safe Driving 102 Pets 105 XIII INFECTION CONTROL 106 Routine Practices 107 Risk Assessment of Client with Possible Infectious Disease 108 Transmission of Infections 109 Hand Hygiene 109 Personal Protective Equipment 110 Health Guidelines for Staff 111 Communicable Diseases 112 Working at Other Facilities 114 XIV EMERGENCY PLANNING FOR PSW SERVICES 116 XV APPENDIX 121 Appendix A Ethical Decision Making Worksheet Appendix B Voice Mail Flow Chart Appendix C Client Service Plan (In Home) Appendix D Data Collection Occurrences/Risk Management Tool Appendix E Risk Management Occurrence Report Appendix F Elder Abuse Decision Tree Appendix G Routine Precautions Risk Assessment for all Clients Appendix H WHMIS Symbols Appendix I Consumer Symbols 4

SECTION I INTRODUCTION 5

Employee Welcome Dear Employees, ONE CARE would like to welcome you to our Agency. We depend on each employee to provide the best service and client care as possible. This manual will help you understand the rules and policies which helped get us to where we are today. ONE CARE, a non-profit Community Support Agency, was formed in January 2011 when three agencies amalgamated in Huron and Perth Counties. ONE CARE is managed by a volunteer board of directors representing a broad cross section of Huron and Perth Counties. ONE CARE shares a common goal of providing services that strengthen the health and quality of life of individuals and families in our communities. Services are provided by paid staff and a network of volunteers. Our vision is to be the caring support people count on. That means by delivering our services in a way in which people feel supported and cared for in a way that demonstrates our values. VALUES: Collaboration We value working together internally and externally with different perspectives to gain synergy. Progressive Learning We plan for and respond to change through ongoing dialogue with community, clients and colleagues. Individually and collectively we seek out opportunities to engage in personal, professional and team learning. Transparent Accountability With integrity and respect for confidentiality, we demonstrate in our daily actions our ability to make efficient use of resources, and to account responsibly to our community funds and clients. Client Driven Care We demonstrate our caring through a friendly, respectful, compassionate client driven service that meets the current and emerging needs of individuals. Advancing Excellence We are dedicated to continually improving quality, efficiency and responsiveness as we strive for the highest standards and best models of service and operation. Once again, welcome to ONE CARE and best wishes of success to you during your new employment. We hope through our agency, you will reach your goals and help us reach ours. Sincerely, Kathy Scanlon, Executive Director 6

NOTICE This Employee Policy Manual has been designed to help new and current employees familiarize themselves with ONE CARE policies, procedures and business culture. It does not replace the policies and procedures, but rather is intended to support them. Employees are responsible for knowing and referring to the policies and procedures. Other aspects of employment with our company which do not appear within the manual should be addressed with your immediate Supervisor or Manager. Wherever this manual states "Agency" it means ONE CARE and our physical worksites. Employees who work at client locations may have other policies that are also to be abided by. ONE CARE will always try to give employees notice when a policy or procedure is expected to be changed. However, the Agency may choose for its own reasons at any time and with no prior notice to change, suspend, delete, add, remove or otherwise modify any or all content in this manual to meet legislative, economic, financial or other conditions as needed. The regulations and benefits required by law will always remain in force. In addition, if any provision in this Employee Manual found to be unenforceable and invalid, such finding does not invalidate the entire Employee Manual, but only that particular provision. The Manual will apply to all In-Home PSW s. The Policy manual is not a contract for employment. Only those employees of ONE CARE who are authorized to make changes to this manual are authorized to do so. Changes will be posted when approved. Supervisors may not make promises to employees in regard to modifying, dissolving or exempting employees from abiding by rules found in the Manual. This Manual includes excerpts from the most recent policies and procedures. All prior copies of the manual should be returned to your Supervisor in exchange for a new copy. Please refer to Policy and Procedure Manuals found in each office location or on the portal for further details on the information contained within this manual. Be advised you will be required to sign an acknowledgement of this manual. This is done following your acceptance of employment and while you complete required hire paperwork. If the employee signs the acknowledgement before reading the manual, it implies the employee understands they have the responsibility to read the manual at a later time on their own terms. Your Supervisor will give you the rules you will need to know to get started as an employee, and it is also expected you will use common sense and ethics in the workplace and ask questions. It is sometimes impractical to require employees to sit and read the manual, and therefore it is each employee's responsibility to take time to 7

learn and discuss the In-Home Personal Support Worker Manual with co-workers and Supervisors. WHAT LEGISLATION GOVERN S ONE CARE? ONE CARE is an equal opportunity employer. Legislation that governs the agency includes, but is not limited to the following: The Employment Standards Act (ESA) (INSERT LINK) The Occupational Health and Safety Act (OHSA) (INSERT LINK) The Workplace Safety Insurance Act (WSIA) (INSERT LINK) The Employment Insurance Act (INSERT LINK) The Human Rights Code (INSERT LINK) Consent to Treatment Act (INSERT LINK) The Long Term Care Act (LTC) (INSERT LINK) The Health Insurance Act (INSERT LINK) Personal Health Information Protection Act (PHIPA) (INSERT LINK) Personal information Protection and Electronic Document Act (PIPEDA) (INSERT LINK) WHAT SERVICES DOES ONE CARE PROVIDE? In-Home Personal Support supportive care provided by certified Personal Support Workers, for those who are facing challenges associated with aging, illness or injury. Home At Last (HAL) A free service to help aging adults and those with special needs to settle in at home safely and comfortably after a stay in hospital. Assisted Living/Supportive Housing (AL/SL) 24 hour support in designated locations for individuals with significant needs for assistance with daily living. Coordinated care of personal support services, emergency response, cleaning, housekeeping and transportation. Respite Respite care when the family caregiver needs a break. Adult Day Programs a planned program of activities designed to promote well-being through social and health related services for the client and peace of mind for the care-giver who gets a much-needed break from daily duties. Meals on Wheels nutritious, affordable meal programs. Hot and frozen meal options provide an easy and convenient alternative to meal preparation. Tempting entrees, soups and desserts. Dietary options are available. Transportation Easy Ride Transportation to medical appointments, social activities or shopping using cars and wheelchair accessible vans. 8

Telephone Reassurance/Friendly Visiting a wonderful service for the homebound, isolated and lonely where a friendly and caring volunteer checks in via regular telephone calls or pre-arranged visits. 24 Hour Emergency Response (Life Line) an easy-to-use personal response service. Clients or their loved ones can summon help anytime. Exercise/Wellness In-home or community-based exercise activities for older adults. Wellness programs include blood pressure checks, hearing and nutritional screening, foot care and health education. Home Help/Home Support Assisting disabled adults and those who are aging with household chores and daily tasks that they can no longer do by themselves, or providing respite care when the family care-giver needs a break. Dining for Seniors Hot meals in a social setting and special events or activities help people to get together for good food and companionship. Social Work Support for family and personal issues through confidential counselling services in partnership with Family Services Perth Huron. Nursing Foot care clinics and support care. SERVICES THAT ARE PROVIDED BY PSW S: 1. In Home Personal Support Personal care provided by certified Personal Support Workers. Care includes bathing, grooming, light housekeeping, meal preparation, etc. 2. Home at Last (HAL) Home At Last (HAL) is designed to facilitate a safe, efficient, transition from the hospital to home for older adults who live alone or with a caregiver who feels support is needed on the initial day of hospital discharge. The program helps to identify ongoing supports for the individuals to enable them to remain at home and re-engage in their community. THE RIGHT SERVICE IN THE RIGHT PLACE AT THE RIGHT TIME BY THE RIGHT PERSON: Designed to build on an existing partnership between Hospitals, Southwest Community Care Access Center (SWCCAC) and Community Support Services (CSS), we will work collaboratively to maximize the use of existing resources and develop a model for safe and timely discharges. We will create comprehensive care planning for the individuals who meet the HAL criteria. CSS programs include meal programs, personal support, homemaking, transportation and friendly visiting/reassurance. Effective communication and discharge planning between the hospital staff, SWCCAC discharge planner and HAL Supervisor/Coordinator is the key in being able to support individuals to get 9

home safely and to remain in their homes. The coordination of supports for individuals will promote wellness and healthy living. The program will facilitate a stronger link to community health and support services that individuals may need once they are home. Individuals will receive the right service in the right place at the right time by the right person. Support & Caring for Caregivers: The coordinated planning and provision of a basket of services will reduce burden on the family and caregiver and this, will diminish the potential for caregiver burnout. The HAL program is designed to partner with the client and the caregiver(s) to enable families to care for their loved ones at home for as long as possible. With the success of the program it will help to relieve back logs in hospitals. How it works: The HAL program provides transportation home and PSW support for up to four hours on day of hospital discharge. A follow up phone call is done by the HAL Supervisor/Coordinator 24-48 hours later and then again in a week. Referrals to CSS can be done if indicated by the individual. There is no charge to the individuals as funding is through the Aging at Home Initiative and the South West Local Health Integration Network (SWLHIN) HAL Supervisor will do specific orientation for PSW s providing HAL services. 3. Assisted Living/Supportive Housing (AL/SH) Assisted living is a provincially funded program by the Local Health Integrated Network (LHIN) (not under CCAC) that provides on-site services to residents in specific buildings and their surrounding areas. Currently the program is available in: Brussels (Highland and Maple Villa apartments) Zurich (Birchwood and Maplewood apartments) Goderich (85 West St. apartment) Clinton (Heartland apartment) Services paid for by the program include: Personal support Home Help 24 hour availability of assistance through Life Line and On Call system Transportation to and from medical appointments 10

Clients remain eligible for other services such as nursing, physiotherapy, mental health through CCAC and other community agencies. They must not exceed 180 hours of combined services per month. This program targets frail or cognitively impaired seniors, and adults with disabilities that require a fairly high level of care to stay in their own homes. Eligible seniors require personal support and homemaking services on a 24 hour basis to be delivered on a frequent (intermittent visits during the day may be necessary), urgent (concerns that warrant a prompt response that cannot wait to be scheduled) and intense (requiring direct personal attention from staff) basis. At the same time, these persons need to be able to remain safely at home between visits. Eligibility for the program involves an in depth assessment. Admittance to the program is needs-based and happens as openings occur. Priority is given to individuals who would otherwise require placement in a Long Term Care facility. Each area has its own Assisted Living team. The Cluster Care Model is used, in which PSWs provide the personal care and HH workers provide housekeeping duties. Staff need to be flexible, as client schedules can change quickly with changing needs. Staff need to be willing to work with difficult and high needs clients. Staff are also expected to support and communicate frequently with other team members and fill in for each other as required. Because of this, PSWs on the team are expected to take turns carrying a pager, and be ready to address client concerns, as they arise, on a 24 hour basis. Team members must live within ½ hour (easy) drive to a community with the Assisted Living program. The Assisted Living Program works closely with all other ONE CARE services to ensure that our clients receive the best supports to age independently in their own homes as long as possible. 4. Respite Care provided to clients whose family caregiver(s) is in need of a break or time away. Care can include personal care, reading to the client, taking client for walks if applicable, some light housekeeping, overnight stays, etc. 5. Adult Day Program (ADP) Some PSW s are hired by the ADP to assist with supervised programming in a group setting to assist frail elderly and those with chronic illness or cognitive disability. Also provides caregiver relief. Includes assistance with personal care. Specialized services such as Stroke Program and Swimming Program also available. 11

HOW ARE ONE CARE S SERVICES FUNDED? There are two major sources of funding for ONE CARE: 1. The Community Care Access Center (CCAC) contracts services from ONE CARE for Personal Support. For this service the CCAC Case Manager will decide with individuals what services are needed. CCAC Case Managers then make a referral for needed services and the time allowed to ONE CARE. A person s health insurance pays for these services. 2. The Local Health Integration Network (LHIN) provides funding for Community Services delivered by ONE CARE including the Home At Last and Assisted Living Programs. Individuals may also pay privately for the services they wish to receive. A nominal fee is charged for many of ONE CARE s services. Insurance Companies, Veterans Affairs Canada, and Social Services Departments may also pay for the service that an individual requires. 12

SECTION II VARIOUS ROLES WITHIN THE IN-HOME SERVICES TEAM 13

VARIOUS ROLES WITHIN THE IN-HOME SERVICES TEAM The PSW works under the supervision of the In-Home Supervisor to provide services to the client and/or the family. Both the Supervisor and the PSW may work with professionals and other community resources to carry out a care plan to specifically meet the client and/or family needs. Other resources could include but are not limited to: CCAC Case Managers Nutritionists Attendant Care Services Nurses Social Workers Volunteers Therapists Doctors Nurse Practitioners Community Support Services Adult Day Centres Role of the Supervisor To ensure clients receive quality service which meet their needs by: o Making in-home visit for assessments and evaluations of service and PSW training o Establish with client, referral to other community resources or termination of other community resources o Act as an advocate for client o Ensure Health & Safety obligations are met To provide direction and support to the PSW in: o Awareness of agency expectations o Interpretation of agency policy and procedures o Conflict resolution o Problem solving o R.O.M. (risk occurrence management) o Performance appraisals o Training o Assessing the environment for hazards to PSW and client To ensure information for the service plan is given to PSW for assignments To record and notify PSW and individuals regarding any changes in care plans 14

Support the PSW in situations where they require direction i.e. reporting and/or emergency situations Support Scheduler as required Role of Scheduler Take initial referrals through Health Partner Gateway or from Supervisor Schedule PSW with clients Provide information on assignments to PSW Consult with Supervisor for any clarification or service plan Make initial contact with client/family to start services Provide ongoing scheduling of PSW with clients related to PSW vacation, illness and change in schedules Cross reference timesheets and clarify variances 15

SECTION III JOB DESCRIPTION 16

JOB DESCRIPTION Job Title: Personal Support Worker Reports to: In-Home Care Supervisor Summary: The PSW assists clients with normal activities of daily living that the client is unable to perform unassisted. Under the direction of the In-Home Care Supervisor, the PSW will perform duties as outlined in the service plan for the client(s). The duties vary according to the individual clients and families receiving service. The PSW must work within a goal-directed, outcome based service plan and Client Driven Care philosophy. RESPONSIBILITIES 1. Client Care a. Bathing, grooming, dressing, general hygiene, ambulation assistance, feeding a. Assistance with specialized care under the direction of a regulated health care professional and only after receiving specific training for the specific client from a regulated health care professional b. General day to day housekeeping of the home c. Laundry whether in the home or at nearest facility d. Meal preparation taking into account diet, budget, and safe food handling strategies e. Respite relief to caregiver by offering supervision and companionship to client f. Assistance with shopping g. Working with client to establish routines h. Escorting client to doctor appointments, shopping or banking i. Supporting client through their presence and accessibility 2. Teaching a. Encourage a healthy lifestyle b. Acting as a role model in performing housekeeping skills, personal care, child care and nutrition c. Demonstrating methods of housekeeping, personal care, child care and nutrition d. Motivating client towards self-sufficiency and continued independence 17

3. Recording and reporting a. Take initial information on client and document on service plan b. Complete safety assessment on first visit and X2/year. Main PSW c. Complete daily report sheets and other documentation as required in clients home after each visit and submit the reports to the In-Home Care Supervisor at the end of each month or when client is discharged d. Report changes in the status of the clients and/or family with regards to emotional, social, financial, physical or environmental aspects, and any health & safety concerns, to the In-Home Care Supervisor immediately e. Collaborate with the client and In-Home Care Supervisor to develop a client goal directed, outcome based service plan and schedule of duties as per the Client Driven Care Philosophy 4. Seek guidance from the In-Home Care Supervisor whenever in doubt 5. Respect and maintain the confidentiality of the client s and/or families being serviced and with respect to Agency business 6. Reliable and arrive at assignments on time 7. Notify the office of any illness, change of schedule, emergencies or delays immediately 8. Maintain health & safe working practice and report any health & safety concern. 9. Follow ONE CARE code of ethics, legal responsibilities, professionalism and health & safety policies 10. Maintain a positive image of ONE CARE in the community 11. Understand and follow the Client Bill of Rights 12. Upgrade skills and knowledge through appropriate agency and community approved educational programs. 13. Knowledgeable of ONE CARE programs and services at selected sites in order to educate the clients by enabling them to meet their needs from a holistic and wellness perspective and remain in the community 14. Participate in ONE CARE Continuous Quality Improvement Activities 15. Be familiar with the CCAC Contract with regards to the Personal Support and Homemaking tasks 16. Participate in the Client Research Initiatives of the SWCCAC and other future opportunities and initiatives related to quality improvement 17. Accountable for being knowledgeable about the health and safety program and safe working procedures 18. Attend mandatory training and meetings 19. Accountable for being knowledgeable about Agency Policy and Procedures 20. Perform other tasks as assigned 18

QUALIFICATIONS Current PSW Certificate, HSW working towards PSW Certificate or comparable, e.g. RPN Current Emergency First Aid and CPR level C Demonstrated problem solving, ability to assess situations, set priorities and decision making skills Demonstrated willingness and ability to be adaptable, build relationships, focus on consumers needs and communicate effectively at all levels of the Agency and community Excellent interpersonal, communications and time management skills Valid Ontario driver s license 19

SECTION IV STANDARD PERFORMANCE EXPECTATIONS OF PSW S 20

STANDARD PERFORMANCE EXPECTATIONS OF PSW S The following standards of performance have been developed to provide quality community support service to all clients. These standards are an essential aspect of service to every client; therefore, the reputation of ONE CARE in the community is maintained by each PSW s efforts to abide by these standards. 1. Goal of performance for PSW: PSW s are to support the client or family to remain within the community and to maximize their potential. ONE CARE services pay particular attention to each individual s needs and always working with the service team to enhance the quality of the individual s life or family s life 2. Confidentiality/Privacy/Security: Refer to the ONE CARE Privacy & Confidentiality policies and procedures for further details (INSERT LINK) Confidentiality is of prime importance in all aspects of PSW work. Any situation that requires discussion with your Supervisor is to take place in a designated area where confidentiality can be maintained If discussions within the service team are deemed necessary, they must also take place in a protected environment so information is not public. These discussions are set up as conferences and are pre-arranged Never discuss information about other clients receiving service with your current client In the event that someone is making inquiries related to a client, the PSW must let the Supervisor know, who in turn will let the funder know if necessary Under no circumstances should a PSW voluntarily offer information on a client or make a court appearance related to your work with ONE CARE Rough note information taken down by PSW for purpose of placement, must be destroyed in a fashion that no one can read the information i.e. burned or shredded Written information, i.e. report sheets, and folders must be kept confidential and returned to ONE CARE office for filing Information on clients must not be taken into other clients homes If a personal emergency situation arises and the PSW must be contacted, the telephone number of the agency is used as the contact All PSWs are oriented to the ONE CARE confidentiality policy in orientation All PSWs must sign an obligation of confidentiality upon hiring Any breach of the confidentiality policy could result in termination of employment and legal prosecution 21

3. Professionalism: A PSW must conduct herself/himself in a professional manner. As an employee, refrain from disclosing personal information or beliefs, invading the individual s privacy, or giving advice. A PSW should understand the importance of the individual or family s socio-economic situation and cultural and religious practices, although they may be different from her/his own. PSW must understand therapeutic boundaries and ethics. 4. Communication: As part of the service team, PSW is expected to observe and report to the Supervisor any information about the individual and/or family situation, with special attention to any changes which might necessitate variation in the service plan. The PSW is expected to communicate clearly and respectfully with the individual and family and work cooperatively with all members of the service team. ONE CARE, in accepting to provide community support to clients, assumes a major responsibility to: a. The clients and families by accepting responsibility for their safety and well-being while in our care b. The community by promoting a high standard of quality care c. The funders of service by seeing that public money is used for service which is appropriately distributed, i.e. that clients or families are neither over-serviced or under-serviced. d. Document on client s calendar in large print, planned visits in order to reduce not seen, not found visits To meet these responsibilities, confidential reporting of client or family situation is mandatory. Reporting means describing the current client situation to the Supervisor. Your role is to provide basic assistance on a particular level as outlined by your Supervisor. Giving advice on personal problems or matters related to health or finances is a dangerous practice. Such topics should be mentioned by you to your Supervisor who could refer suitable assistance. 5. Knowledge and Skill: The PSW is expected to understand that client needs vary at different stages in their lives. With the knowledge and skills developed through training and the support and guidance of the Supervisor, one can recognize and meet the needs of each individual. The PSW must know how to do complete personal hygiene, have basic knowledge of housekeeping and nutrition. PSWs 22

must follow the care plan for each client. The PSW is expected to be aware of all policies pertaining to the performance of these duties and to be aware of the limitation of her/his role and skills in each area. The PSW is expected to know the parameters of their role: when and how to make decisions independently, and when to request supervision. The assistance given the client or family will vary tremendously according to the reason he/she is receiving service. Each one has the right to be treated as an individual and to participate in the development of her/his plan of care. The PSW is expected, to be able to establish priorities within this plan and to adapt his/her role to changing situation. 23

SECTION V EMPLOYMENT RELATED INFORMATION 24

EMPLOYMENT RELATED INFORMATION Information in this manual is only partial information and all employees should refer to the Human Resources Policies (HR) for complete employment information. (INSERT LINK) ONE CARE is committed to the fundamental principles of Equal Employment Opportunity and The Human Rights Code. We are committed to treating people fairly, with respect and dignity and to offer equal employment opportunities based on the individual s qualifications and performance. EMPLOYMENT: All applicants must complete an agency application form Some conditions of employment include satisfactory security check and reference check. Refer to the Hiring Policy for further details (INSERT LINK) Provide a TB skin test result or if necessary documentation as to why unable to have TB skin test Provide agency with immunization records Have a road worthy vehicle and provide ONE CARE with proof of Ontario license to drive and agency requested vehicle insurance refer to Hiring Policy for further details (INSERT LINK) All employees are hired for a probationary period of 484 hrs which includes formal orientation and joy shadowing (INSERT LINK to Probation and Orientation Policies) Provide agency with proof of CPR and First Aid certificate ORIENTATION Includes: (Refer to Orientation Policy (INSERT LINK) and Orientation Checklist for further details (INSERT LINK) Role and conduct of PSW Name of Supervisor and Scheduler and their roles in direct supervision and placement of PSW Procedure on obtaining schedules, confirming placement and completing time sheets Reporting procedures including documentation, emergencies, urgent and non urgent report Payroll and staff benefits Insurance of vehicles when using for work purposes Health and Safety training Employee shadowing 25

During orientation PSW s are provided with a photo ID, PSW manual and other ONE CARE supplies which must be signed for at the time they are received. Probation Includes: (Refer to the Probationary Policy for further details (INSERT LINK) Three months or not less than 484 hours of work A performance review with your Supervisor following 484 hours. The review requires satisfactory performance in several standards (PSW skills; relationship skills with clients/families/professionals/one care staff; care planning, documentation, reporting; adherence to policy and procedures; adherence to health & safety) Probation may be extended if performance is unsatisfactory During probation employment may be terminated by the agency without notice After satisfactory probation, PSWs are considered ONE CARE employees PSW STATUS There is no guaranteed number of hours of work for PSWs. ONE CARE does employ a limited number of part-time and full-time PSWs. Contact the Manager of In Home Services for more information. Designated Full time PSW (FTE) PSW is guaranteed 30 hours per week inclusive of travel time and the time is averaged over a 2 week pay period. More than 30 hours may be worked, up to 44 hours. Anything over 44 hours then requires Supervisors approval. Full time employees are expected to work their share of evenings, nights and weekends. They receive 10 paid ESA days with the day being an average work day, which means 7.5 hours. ESA days renewed each calendar year. Designated Part time PSW (PTE) PSW is guaranteed 15 hours per week, inclusive of travel time and the time is averaged over a 2 week pay period. More than 15 hours may be worked, up to 44 hours, Anything over 44 hours then requires Supervisor approval. Part time employees are expected to work their share of evenings, nights and weekends Casual PSW persons employed on an as needed basis with no guaranteed hours of work. AVAILABILITY You are required to complete the PSW availability form (INSERT LINK) and be available as indicated. Changes in your availability must be submitted in writing with one months notice to your Supervisor. 26

DRESS CODE Photo identification must be worn while working in homes Scrubs, navy slacks/walking shorts/skirts, ONE CARE uniform top Closed toe and heeled shoes to be worn in the workplace. (PSW will need to have separate shoes to wear outside home) Long hair should be tied back No scents/fragrances are to be worn by PSW. ONE CARE has a scent free policy (INSERT LINK) Wear as little jewellery as possible Fingernails should be short and well maintained, no false nails Jeans, short shorts, cut-offs, spandex clothing and jogging pants are unacceptable work attire Clothing should not be too tight or too loose LEAVE REQUESTS Printed forms are available in ONE CARE offices (INSERT LINK) When a PSW requires any time off, a Leave Request Form must be completed and handed into the scheduling team. Two weeks notice is required for all leave requests. The scheduling team will then look at the leave dates requested and determine if there is enough staff to cover the requested time off. The general rule is that no more than three PSW s should be off in one area at a time. Once approved, the leave form is passed on to the Supervisors for final approval and a signed copy will be returned to the PSW. If unexpected time off is needed, workers can rearrange day or times with their clients and notify the scheduling team of the changes. If not possible, then notify the scheduling team for unexpected time off as soon as possible. TIME SHEETS Accurate time sheets are to be handed in to the scheduling team every Monday. The scheduling team will process the time sheets and leave voicemails with any discrepancies or concerns they have. The PSW should return these calls quickly to ensure billing goes in on time. If your time sheet does not meet the billing and payroll deadlines you will be paid in the next pay period. Time sheets must be completed honestly and accurately. Anyone who knowingly falsifies a time sheet will be subject to disciplinary procedures up to and including termination of employment. 27

PERSONAL CONDUCT All staff who deal with the public, directly or indirectly, must meet ONE CARE s high standards of personal conduct. Refer to the Standards of Conduct Policy for further information (INSERT LINK) PSWs are to conduct themselves in a responsible, mature and courteous manner at all times. One never gets a second chance to make a first impression. First impression decisions are made unconsciously within the first ten seconds of meeting new people. PSWs are to be conscious of the lifestyle, cultural background and preference of each individual. (Bill of Rights, LTC Act 1994). Respect the fact that you are working in the client s home and you are a guest. Be aware that clients need to control their own lives and by the time you are assisting the client they have lost some independence. Eye contact should be direct, but not staring. Listen attentively to client and their concerns. Remember to smile when appropriate and remember client can read body language before anything is said. Discuss care plan, what duties you will do, priorities, your reporting obligation to funder and expected outcomes. Seek the client s input and help them to understand your role. Discrimination will not be tolerated by ONE CARE. Refer to Policy (INSERT LINK) Always ask permission to use client s phone and reassure them it will not be a long distance call when calling the office. Do not discuss personal problems with clients. If unable to leave personal problems outside work, maybe some time off work is required (speak to Supervisor re: Employee Assistance Program). Refer to Professional Boundaries Policy (INSERT LINK) ONE CARE follows the Smoke Free Ontario Act; no one is to smoke in any workplace, including offices, vehicles and any place where services are delivered. PSW s are expected to follow ONE CARE s policies and procedures during working hours. Failure to follow policies and procedures may result in discipline up to and including termination of employment. CONFLICT OF INTEREST Refer to the ONE CARE Conflict of Interest Policy for further details. (INSERT LINK) All employees of ONE CARE must act in the best interest of the agency. Employees must not derive, direct or indirect benefit from any ONE CARE client. 28

Employees should immediately inform the Supervisor if a conflict of interest is suspected such as: A client asking employee to work for them other than through ONE CARE Being assigned to a placement involving a relative or close friend Employee must notify their Manager if they become aware they will receive a benefit from a client (i.e. benefit from a will) CARE OF EQUIPMENT PSWs are to exercise reasonable care when using client s equipment. Be sure you know how to operate all appliances, vacuums, etc. Ensure there is a manual for personal equipment like client lifts etc. and that you have read it. If any breakage should occur, notify your Supervisor. PSWs are not to use unsafe equipment or do anything in homes that might have a negative outcome. Negligence of the employee has to be proven before ONE CARE is responsible for breakage of items. Supervisors will investigate such incidents and make recommendations to the Manager of In-Home Services. PARTICIPATION IN STAFF TRAINING: All PSWs are required to attend mandatory training sessions or meetings arranged by ONE CARE. These meetings may pertain to client handling, health & safety or agency policy. ONE CARE pays for the time PSWs are attending meetings and depending on the type of meeting may pay travel time. ONE CARE offers training to support PSWs to learn new skills, review knowledge of old skills and keep current with best practices in the industry. EVALUATION AND WORK PERFORMANCE: A written performance review takes place prior to the end of the probationary period, 484 hours, at the end of first year of employment and yearly thereafter. A performance review may be done any time there is an issue identified The Supervisor is responsible for completing the review. A copy of the review is given to the PSW and a copy is filed in the PSW s file. Reviews are completed according to the Standards of Performance for PSW and are done in consultation with the PSW. It is encouraged that PSWs complete their own review on supplied form prior to the meeting. Supervisors make in home visits and talk to client on an on-going basis to support the review process. PSW s documentation, reporting and adhering to ONE CARE policies are part of the review. 29

SUPERVISION: Each PSW is assigned to a specific geographic area according to where they live or prefer to work. The Supervisor for that geographic area is the primary Supervisor for that PSW. If a PSW works in other areas on occasion, they will be required to make client reports to the Supervisor for that area. The primary Supervisor still remains the same and is responsible for the performance reviews. The Supervisory team covers for each other and have an on call rotation. PSWs will be in contact with all Supervisors from time to time. The Scheduler team covers for different areas at different times, so PSW will be in contact with all Schedulers from time to time. PSWs may need to contact others in ONE CARE agency as required: Clients, PSW roles, health & safety, personal matters Supervisor Payroll or benefits Payroll department Schedules, changes in schedules Scheduler ONE CARE policy Manager, In Home Services Complaints Supervisor and/or Manager PSW PAY AND BENEFITS: Payroll deposits are made directly into PSWs bank account on each pay day. (see payroll schedule) (INSERT LINK) Wages are paid every two weeks. Pay stubs are issued every two weeks and are mailed to PSW s home. Vacation pay (refer to payroll orientation or contact payroll) Vacation requests and other time off requests must be written on Leave Request Forms (INSERT LINK) PSWs who work on Statutory Holidays are paid at one and a half times their regular pay rate for the time worked. Statutory Holiday pay will be paid to all PSWs who meet eligibility criteria. Refer to Employment Standards Act (INSERT LINK) Breaks are given according to Employment Standards Act and are taken outside of client hours. Due to the nature of the work, when a PSW is required to work shifts more than 5 consecutive hours in one home, meal/breaks are taken in the home and that time is included in hours of work. (further explanation can be found by contacting Payroll Department) PAY FOR INCORRECT PLACEMENT If PSW follows the correct procedure and then arrives at client s home to find the client not home for the service, the PSW will be paid for her placement time according to the Employment Standards Act. 30

OR The PSW can be assigned to another placement and in that situation the PSW will be paid for the greater amount of time. ONE CARE will make every attempt to notify the PSWs of a cancellation of a client s service two hours before they are scheduled for placement. If the notification time is less than two hours the PSW will be paid according to the Employment Standards Act. If two PSW s arrive at the clients home for scheduled service the PSWs must call ONE CARE immediately (on cell if necessary) to clarify who is booked to provide the service. Only the PSW who is scheduled to be there will be paid for the placement. If the scheduling error is the fault of the agency, then both will be paid. TRAVEL/TRANSPORTATION: PSWs are advised to inform their insurance company that they use their vehicle for work. PSWs are responsible for their own transportation to and from work assignments. Every attempt will be made to provide placements for PSWs within a reasonable distance from their home. PSWs are responsible for the costs incurred in travelling to and from the normal place of work. No travel time is paid to the first client of the day or home from the last client of the day. Travel time is paid at PSWs hourly rate for travel time between clients. Refer to Travel Time Policy and Procedure (INSERT LINK) PSW will put actual travel time between clients in minutes on the time sheet. Actual time is rounded to the nearest full minute i.e. 4.5 min would be 5 min but 4.2 min would be 4 min PSWs are not to transport clients or do errands unless they have been directed by the Supervisor AND the PSW has proper added insurance to carry passengers for reimbursement In special circumstances ONE CARE may authorize a PSW to use a taxi, however this must be authorized prior to use by a Supervisor. VACATION All vacation requests must be in writing on a Leave Request form (INSERT LINK) PSWs are entitled to two weeks of vacation annually at 4% of pay (Employment Standards Act (INSERT LINK). Three weeks of vacation annually at 6% of pay is given if PSW has worked over 9,750 hours. Vacation benefit will be paid on every pay as it is earned. Vacation requests must be submitted in writing prior to February 15 th of each year. 31

Vacation schedules will be confirmed by March 31 st of each year. When two or more requests for the same time are received for one area, length of service will prevail in determining which requests will be approved. The number of employees permitted to be on vacation at one time will be determined by the Agency s ability to meet the needs of the clients. Vacation requests will be denied if there are not sufficient staff available. The general rule is that no more than three PSW s will be off in one area at one time Vacation requests after February 15 th will be handled on a first come, first served basis. Vacations are approved by Supervisor/Scheduler team. LEAVE OF ABSENCE All leave requests must be in writing on a Leave Request form (INSERT LINK) and forwarded to the Supervisor. ONE CARE may require PSWs to provide reasonable evidence for leave request. Leaves of absence are considered as per the Employment Standards Act and in accordance with the Leave of Absence Policy (INSERT LINK) (contact Supervisor) DISCIPLINE ONE CARE has a discipline policy and procedure.(insert LINK) PSW s who do not follow ONE CARE s policies and procedures; including Health & Safety policies and procedures will be disciplined according to this policy. Discipline may lead to termination of employment. RESIGNATION FROM EMPLOYMENT PSWs are requested to give written, two weeks notice of resignation PSWs must return all Agency property i.e. identification tags, uniform tops, tote bags, etc. and sign off on their return. Payroll Department will issue a Record of Employment. 32

SECTION VI CLIENT RIGHTS AND RESPONSIBILITIES 33

CLIENT RIGHTS AND RESPONSIBILITIES Every ONE CARE client can expect the following: [from the Client Bill of Rights, Long Term Care Act, 1994] To be dealt with in a courteous, respectful manner To be free of mental, physical, financial abuse by the service provider To have their dignity and privacy respected To have their autonomy promoted To be respected for ethnic, spiritual, linguistic, familial and cultural factors To have recognition of individuality To be informed on who is providing service To participate and have choice within one s own assessment, requirements, service plan, evaluations and revisions To have the right to give or refuse consent to services To be able to raise concerns about the service, policies and decisions that affect his/her care without fear or reprisal To be informed in writing of procedure to initiate complaints To know his/her records are kept confidential in accordance with the law The individual and/or family have the responsibility to: Provide accurate information regarding his/her health, living environment and income that may affect the provision of home support services or the funding of the service Treat the PSW respectfully and courteously Adhere to the requirements of the service contract, including advance notification of change of scheduled visits and confirmation that service was provided via their initials on the PSW report sheet Be aware of and take a role in maintaining the client s safety in the home. 34

ETHICS The purpose of ONE CARE s Ethics Policy (INSERT LINK) is to establish a culture of openness, trust and integrity in business practices. Further, we are committed to acting professionally and in a client centered manner to uphold the dignity and honour of our clients and practicing in accordance with ethical principles. Effective ethics is a team effort involving the participation and support of every ONE CARE employee. Our purpose is to emphasize the employee s and client s expectation to be treated to fair business practices. This policy serves to guide behaviour to ensure ethical conduct and applies to all workers and volunteers of ONE CARE. ONE CARE is committed to protecting employees, partners, vendors and the company from illegal or damaging actions by individuals, either knowingly or unknowingly. ONE CARE will not tolerate any wrongdoing or impropriety at anytime. ONE CARE will take the appropriate measures and act quickly in correcting the issue if the ethical code is broken. Any infractions of this code of ethics will not be tolerated. ONE CARE CODE OF ETHICS Refer to the ONE CARE Code of Ethics for further details. (INSERT LINK) ONE CARE employees are committed to being an integral part of the communities we serve. We are responsible for: acting professionally and in a client-centered manner; upholding the dignity and honour of our clients; and practicing in accordance with ethical principles. This Code of Ethics is intended to provide us with specific ethical principles to address situations that we may encounter, and to guide us in our relationships with clients, family members and others in the support team, other health care practitioners, and the public. This code is intended to compliment laws, codes and standards of professional practice. Advocacy: We have the responsibility to help improve the awareness, the accessibility and the quality of our services by advocating on behalf of our clients. We will seek guidance both internally and externally from our organization for those situations that could place the organization and/or its clients at risk. Client and Employee Safety: We recognize that the community setting represents a unique environment for community and health sector employees. We will take available steps to assess and minimize risk to clients, while being sensitive to their wishes. We will also take necessary measures to ensure the personal safety of employees, and safety concerns of both clients and employees will be reported and addressed in a supportive and non-threatening way. After all options have been considered, we may withdraw services if employee safety is compromised. 35

Commitment to Quality Services: We are committed to providing the highest quality services that will benefit our clients within available resources. Confidentiality: Client information is confidential; we will ensure that clients and their legal substitute are informed of their right to consent to the sharing of necessary information with individuals and organizations directly involved in the client s care. Conflict of Interest: We will not compromise services to our clients for our own personal benefit. Dignity: In all our interactions we will demonstrate profound respect for human dignity. We will be responsive and sensitive to the diversity among our clients and staff groups. Fair and Equitable Access: We believe that each individual is entitled to an assessment. We will ensure that services are based on clients needs, regardless of their income, age, gender, ethnicity or race, physical or mental ability, and any other factors such as diverse behaviours or lifestyle. Health and Well Being: We will use a holistic approach to clients health care needs by acknowledging all things important to them in their community. Informed Choice and Empowerment: We believe that most individuals have the ability and the right to make decisions about their health. We will assist clients to make care plans and life choices in keeping with the client s values, beliefs and health care goals. We will ensure that clients are fully informed of their options and have all the information they need to make informed decisions about their health. Following due process, if the client is determined to be incapable of making decisions, we will take directions from the client s legal substitute. Relationships among Community Agencies: We recognize there may be a competitive element in our working relationships; however, we agree to respect one another s role and to work together in the spirit of collaboration to maximize the effectiveness of client services. ONE CARE staff must not: Accept gifts or cash from clients. Refer to the Gifts, Favours & Entertainment Policy (INSERT LINK) (A token gift {around $5.00 value} can be accepted on special occasions, i.e. Christmas. This must be reported to your Supervisor if it occurs) Witness legal documents Lend money to or borrow from clients Buy from or sell articles to clients Solicit, accept or arrange additional services privately for yourself from clients that you were introduced to through ONE CARE 36