a) Policies and Procedures Regarding: General Employee Conduct
1. CONFIDENTIALITY AND PROFESSIONALISM - Agape Home Care (AHC) Staff may not act in anyway which conflicts with the interests of AHC and its business practices (whether alone or as an agent, employee or representative of another). AHC Staff shall not use private and/or confidential information about AHC (its business practices, systems, documents, forms, training materials, Clientele or personnel) for personal gain or for the use of another individual or organization. AHC Staff must notify AHC Administrative Personnel if they become an agent, employee or representative for any individual (including themselves) or organization operating in direct competition with AHC.
2. WORKPLACE INTERACTIONS - AHC Staff are to remain professional in their conversation at all times while representing AHC. AHC Staff are prohibited from initiating personal discussions with AHC Clientele, their associates or representatives from third-party organizations while on duty, such as: personal legal and financial matters, religion and politics, personal or family hardships (past or present). AHC Staff must not engage in vulgar, inflammatory or defamatory conversation while on duty, such as: crude or vulgar humor; sexual discourse; religious, racial or gender bigotry.
3. WORKPLACE CONDUCT - AHC Staff shall conduct themselves professionally at all times while representing AHC (courteous, respectful, gracious and patient). AHC Staff must never argue, disrespect or act in a confrontational, dishonoring or threatening manner toward AHC Clientele, their associates, co-workers or representatives from third-party organizations under any circumstances.
4. INTOXICANTS - AHC Staff must not be under the influence of alcohol, marijuana or any other intoxicants while representing AHC. If an employee is under the influence of an intoxicant while on duty, or if the use of such substance becomes questionable, AHC reserves the right to require AHC Staff to submit to a random alcohol/drug test at any time. If the use of alcohol or other intoxicant is proven through testing, the employee will be terminated. Refusal to submit to a random drug test will result in termination. If an employee wishes to dispute the results of a positive test, they must immediately submit to a third-party, professional testing source of AHC Management’s choosing and at the employee’s cost. Should the results of third-party, professional testing reveal a negative reading, the cost for the test will be fully reimbursed to the employee from AHC.
5. WORKPLACE INJURY REPORTING - AHC Staff are required to notify AHC Management immediately should they suffer any injury while working their scheduled shift, providing a detailed explanation of the injury and events that occurred. Within 24-hours, sooner if possible, AHC Staff must come to the AHC Administrative Office to complete the required Worker’s Compensation forms to either file a claim or decline a claim.
6. WORKPLACE COMPLAINT REPORTING - AHC Staff are required to direct any complaints, grievances or criticisms they may have against AHC Administrative Staff, AHC Manager or AHC co-workers directly to AHC Executive Director using the AHC “Workplace Complaint” form (completed online or at the AHC Administrative Office). All other complaints, grievances or criticisms against AHC Clientele and/or their associates or representatives from third-party organizations should be directed to AHC Manager for resolution. AHC Staff should not voice their workplace complaints outside of the channels described herein unless their concerns are not satisfactorily resolved in a timely manner or they are required to do so by conscience or by law.
7. CO-WORKER VIOLATIONS REPORTING - AHC Staff are required to make a report to AHC Management of any co-worker(s) who are violating company policies, who are not giving proper care to AHC Clientele or who are not performing their scheduled shift duties as directed.
B) Policies and Procedures Regarding: Client and Staff Relations
1. PRIVATE SOLICITATION - AHC Staff may not solicit nor accept solicitation to work privately for AHC Clientele or their associates (family, friends or Responsible Party) in like capacity to services performed by AHC for a minimum of one year following termination of employment with AHC.
2. LOANS AND GIFTS - AHC Staff shall not request nor accept any money, property, loans or gifts from AHC Clientele or their associates (family members, friends, or Responsible Party). If a Client or their associate offers a gift of any kind, AHC Staff shall notify AHC Management and receive written permission, including an itemized list of items being gifted, before any gifts can be accepted by AHC Staff.
3. CLIENT CONFIDENTIALITY - AHC Staff must honor Client’s legal rights to privacy and confidentiality. AHC Staff shall not disclose or share any personal health information (PHI) regarding AHC Clientele (past or present) with anyone (including other AHC Staff who are not directly involved in the Client’s care team) unless the sharing of such information is authorized by the Client in writing or required for the purposes of the performance of assigned duties and responsibilities. Failure to follow this policy is a violation of the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and punishable by law. If there is any question regarding what constitutes private or confidential information, direct such questions to the AHC Management for clarification before disclosing or sharing ANY AHC Clientele information with anyone.
a) AHC Staff must not discuss or disclose any details pertaining to their Client’s personal information (name, date of birth, social security number, address, phone number, financial situation), their physical or mental status (diagnosis) or any details pertaining to the care their Client is receiving with anyone outside of: the Client’s Responsible Party, authorized friends and family members, attending physician (including office personnel) and medical healthcare agencies (social workers, nurses, CNA/HHA), Client’s pharmacy and AHC direct care team - and only on a need to know bases. AHC Staff must take precautions to avoid being overheard by unauthorized parties when discussing Client PHI and ensure any written PHI is protected from unauthorized access and viewing.
b) When answering Client’s phone or residence, Staff must only acknowledge Client’s last name unless directed otherwise. Take a detailed message if Client is unavailable or unable to communicate, and direct caller/visitor to contact AHC Management if they require immediate information.
c) AHC Staff must discard (shred) any printed information and/or delete any electronically transmitted details (text or email) pertaining to their Client’s PHI on their personal devises at the end of their shift. Electronic transmission of Client PHI is only permitted via secured and encrypted sources.
d) AHC Staff must report any observed or reasonably suspected HIPAA violation to AHC Management as soon as is practical; depending on the offence, AHC Staff who mishandle Client PHI may: receive a written reprimand, lose discretionary bonuses, be demoted, be suspended without pay or be terminated.
e) AHC Staff who need to list a work number for emergency purposes may give out the AHC's urgent message number, and AHC Management will relay any messages to the employee.
f) AHC Staff must not have any visitation from friends, family or pets while working on the premises of a Client’s home. If an employee requires something while on duty, they must consult with AHC Management before making arrangements to have anything delivered to a Client’s home.
4. CLIENT PRIVACY AND INDEPENDENCE - AHC Staff must not engage in any activity that infringes upon the privacy and independence of AHC Clientele unless such activity is required to ensure the Client’s safety and wellbeing as per assigned duties and responsibilities. Unless directed to do so by the Client, the following actions are considered inappropriate and intrusive:
a) AHC Staff must not look through a Client’s personal property (entering closed bedrooms or closets, garage or storage areas, files and paperwork, cupboards, dressers and chests).
b) AHC Staff must not re-arrange the Client’s furniture or personal property unless requested.
c) AHC Staff must not dictate television or radio programming nor download or purchase pay-per-view programing.
d) AHC Staff must not answer a Client’s telephone or door except by the Client’s direction or at the direction of their responsible party as part of their duties & responsibilities.
e) AHC Staff must not engage themselves in personal, medical or professional visitations (financial or legal) that the Client receives unless such involvement is necessary to receive updated information required for the Client’s care.
5. CLIENT RESOURCES - AHC Staff are prohibited from using AHC Client’s resources and equipment for their own personal use (food or beverages; medications, vitamins, or supplements; stationary supplies; internet; phone; appliances or laundry facilities; storage areas). Some exceptions may apply with certain shifts and/or AHC Clients, and if AHC Staff believes such special circumstances may apply, they must confirm with AHC Management before taking such liberties.
6. CLIENT PROPERTY - AHC Staff shall not remove any property from AHC Clientele’s home for any reason (burrow from or store on behalf) without advanced authorization from the AHC Management except where such action is required for the performance of their assigned duties and responsibilities. Likewise, ACH Staff shall not store any belongings at AHC Clientele’s residence.
7. PERSONAL BUSINESS - AHC Staff shall not conduct personal business while on-duty (except upon advanced authorization). Personal business would include: work unrelated to AHC, school studies, crafting and hobby projects, phone calls unrelated to AHC, social media, internet surfing, gaming and etcetera.
8. FOOD AND MEAL BREAKS - AHC Staff shall bring their own food for meal breaks while on duty unless otherwise instructed by AHC Management. AHC Staff shall not drink or eat a Client’s food unless it is offered by the Client themselves. If food is being offered, consult with AHC Management for authorization.
9. PERSONAL CONTACT INFORMATION - AHC Staff are prohibited from giving their personal contact information to AHC Clientele or their associates (family members, friends or Responsible Party) without advanced authorization from the AHC Management. AHC Staff shall not request personal contact information from AHC Clientele or their associates.
10. OFF–DUTY VISITATIONS - For the protection of AHC Clientele’s privacy, AHC Staff shall not visit or call upon AHC Clientele or their associates (family members, friends or Responsible Party) outside of their regularly scheduled shifts without receiving advance approval from AHC Management.
11. PURCHASING AND SIGNATURES - AHC Staff shall not make any purchases nor negotiate or sign any lease or contract on behalf of AHC Clientele without advanced authorization from the AHC Management, where such actions are expressly required as a part of the employee’s assigned duties and responsibilities.
12. SOLICITATION OF PRODUCTS/SERVCIES - AHC Staff shall not solicit any products or services to AHC Clientele, nor shall they offer to purchase any items belonging to AHC Clientele (from the Client, their family members, friends or Responsible Party) without advance approval from AHC Management.
13. NO LARGE BAGS ON-DUTY - AHC Staff are prohibited from bringing large bags (purses, handbags, backpacks, duffle bags or other carrying items) or excessive personal affects (anything beyond what is necessary for the performance of their duties) into the homes of AHC Clientele. If such items are necessary to maintain with you, consult with AHC Management prior to bringing them into AHC Clientele’s residence.
14. SMOKING - AHC Staff are prohibited from smoking in the homes or outside grounds of AHC Clientele. Smoking should be avoided entirely while working, but if this is not possible, consult with AHC Management to inquire whether a Client will permit smoking breaks (do not ask the Client directly). Unless approval is granted in advance by AHC Management, AHC Staff are prohibited from smoking while on-duty.
C) Policies and Procedures Regarding: Client Care
1. DEPENDENT CLIENTS - AHC Staff are never to leave a dependent Client unattended under any circumstance (those who are physically or cognitively impaired and require round-the-clock care and protective supervision for their safety and well-being). Contact AHC Management immediately if there is any question about a Client’s care dependence level, safety or well-being before leaving an assignment. If a relief worker fails to report at their scheduled time, or if a dependent Client requests that an employee leave before their scheduled shift is completed, the employee is to notify AHC Management immediately for directives.
2. ASSIGNED DUTIES - AHC Staff are expected to complete all tasks listed on their Client’s care chart and only those duties that are specifically assigned. If an AHC Client, their Responsible Party or third-party agency requests a service that is not listed in the Client’s care chart, AHC Staff is to inquire of AHC Management for directives and authorization before performing the requested task.
3. CHANGE OF CARE OR STATUS - AHC Staff must immediately notify AHC Management of any significant changes to their Client’s health status or any alterations being introduced to their Client’s care plan by the Client’s Responsible Party, third-party agencies or medical professionals who are overseeing their care. AHC Management must approve any/all changes to AHC Client’s care plan before AHC Staff are authorized to perform any proposed task or service.
4. CLIENT INJURY AND ILLNESS - AHC Staff shall immediately notify AHC Management of any illness, injury, fall or otherwise concerning event (mental or emotional distress) that their Client suffers during their shift and/or if their Client is removed from their home for any reason (hospitalization, etc.). Under no circumstances should AHC Staff attempt to pick up a client off the floor. If an AHC Client is unable to get up from the floor independently (with only minor stabilization assistance) or the Client is complaining of any pain resulting from a fall, stumble or slip, AHC Staff are to call 911 to request a lift assist and medical evaluation. supervisor and then call the appropriate party (i.e. PACE, family, .
5. DIAGNOSE AND TREATMENT - AHC Staff are never to take it upon themselves to diagnose and/or treat AHC Clientele, nor are AHC Staff to alter a Client’s care plan that has been set up by AHC Management and/or prescribed by medical professionals who are responsible for overseeing the medical needs of the Client. AHC Staff are never to introduce diet changes, vitamins, herbs, supplements or any other alternate forms of treatment to AHC Clientele without advanced authorization from AHC Management.
6. ATTENTIVE AND ALERT - AHC Staff must never allow any personal activity to distract them from their assigned duties and responsibilities. AHC Staff must remain awake, alert and attentive to the Client’s needs at all times while on duty. For some overnight shifts where AHC Clientele sleep through the night and do not require constant observation, AHC Staff may be permitted to doze during such periods providing that approval is given in advance by AHC Management and the AHC Staff can remain responsive should the AHC Clientele require care (intercom and/or call bell in place).
7. MEALS AND BREAKS - AHC Staff must not take breaks during their scheduled shifts until all their duties have been completed, AHC Clientele’s needs are met (and they are safe) and they have notified their Client that they are taking a scheduled break (and for how long). AHC Staff taking “on-duty” breaks (with paid meal breaks), must remain attentive to the Client’s needs and be accessible as needed. AHC Staff who do not have “on-duty” break agreements will have their breaks scheduled between assignments (with unpaid meal breaks).
8. CLIENT WELLBEING CONCERNS - AHC Staff who have concerns about their Client’s wellbeing due to the treatment or services (or lack thereof) provided by their Responsible Party, a third-party agency or medical professionals representing the Client’s personal, professional or medical interests should immediately direct such concerns to AHC Management.
9. GUEST VISITATION CONCERNS - AHC Staff shall be observant and immediately notify AHC Management whenever an inappropriate or unusual visitation is made to their Client’s home, especially if a visitor makes the Client feel threatened, agitated or noticeably uncomfortable. AHC Staff are to notify AHC Management if a visitor (family member, friend, Responsible Party or third-party representative) removes items unexpectedly from their Client’s home
10. MANDATED REPORTING - AHC Staff are mandated reporters and must immediately report to AHC Management and proper authorities (APS and/or law enforcement) any suspicion of elder or dependent adult abuse of any AHC Client. This would include: sexual, physical, emotional or fiduciary abuse; neglect and/or abandonment; intimidation and/or harassment; theft of property or misappropriation of funds; denial of or forced use of medications; punishment or physical restraint or any other action taken against a Client which puts their health, safely, well-being or personal property at risk.
11. CLIENT TRANSPORTATION - AHC Staff must never transport an AHC Client in a vehicle without prior authorization from AHC Management. A copy of the employee’s current Driver’s License, Motor Vehicle Report printout, current registration and auto insurance with required coverages must be on file before an employee is permitted to transport AHC Clientele in any vehicle.
12. CLIENT FINANCES - AHC Staff are to observe the following protocols when handling AHC Client’s finances: 1) never handle their Client’s finances unless specifically directed by AHC Management; 2) retain any/all deposit slips, receipts and petty cash in their pre-assigned location; 3) never to utilize their Client’s funds for personal purchases under any circumstances; 4) AHC Client’s Responsible Party or AHC Management will collect all deposit slips, receipts and petty cash for accounting and documentation. 5) immediate notify AHC Management of any discrepancies or questionable activity observed with their Client’s deposit slips, receipts, supplies or petty cash on hand.
13. CLIENT MEDICATIONS - AHC Staff are to observe the following protocols when handling Client’s medications: 1) never handle Client’s medications unless specifically directed by AHC Management; 2) count out bottled narcotic and psychotropic medications in the presence of the pharmacist/clinician upon taking possession of them (check blister pack for any open or empty compartments) to ensure an accurate accounting (do not take possession of medications if the count differs from that listed on the prescription bottle/order); 3) count out all narcotic and psychotropic medications upon delivery to the Client to ensure an accurate accounting (have Client observe and acknowledge count in designated logbook); 4) document all medications given to Clients in the designated logbook (distinguishing between general medications and PRN pain/narcotics); 5) never consume AHC Client’s medications, vitamins or supplements, not even an aspirin, under any circumstances; 6) AHC Client’s Responsible Party, third-party medical professionals or AHC Management will review medications and logbooks to ensure all medications are accounted for and are being taken as prescribed; 7) immediate notify AHC Management of any discrepancy observed in Participant’s medications on hand and the documentation recorded in the logbook.
D) Policies and Procedures Regarding: Logbooks
Logbook documentation provides a written record of care provided and duties performed for AHC Clients along with their response to that care. In addition, documentation provides information regarding the effect of care delivered. If it isn't written down, there is no evidence that services and/or care was delivered. Logbooks are the primary tool for AHC Client care documentation and correspondence between AHC Staff, AHC Client’s responsible Party and medical professionals overseeing the Client’s care. AHC Staff scheduled to work in a Client’s home where a paper logbook is used as part of the Client’s care routine must make log entries daily in accordance with these log rules (not every AHC Client has a logbook, check care plan notes):
1. CONFIDENTIALITY - Log books contain confidential and protected information regarding the Client’s personal health information (PHI). Log books must be maintained closed and secured from unauthorized viewing and access by anyone who is not directly involved in the Client’s care team. Failure to follow this policy is a violation of the Health Insurance Portability and Accountability Act (HIPAA) and punishable by law.
2. LOGBOOK INSPECTION AND MAINTENANCE - AHC Management will retrieve log book information or make arrangements to have it delivered to the Administrative Office. AHC Staff are not to discard or remove the log books or any of the entries contained therein from the premises of an AHC Client unless instructed to do so by AHC Management. Logbooks are scheduled for periodic inspections by AHC Management.
3. LOGBOOK PURPOSE - Depending on AHC Client’s needs, the following information may be included in logbook entries: times and dosages of medications given/taken; physical care delivered; voiding details (urine and feces); meals served (quantity and percentage consumed); positioning, exercises and range of motion details (duration and activities performed); shift duties and chores that were completed; updated care plan instructions received from medical professionals overseeing the Client’s care needs (notify AHC Manager immediately); documentation of the Client’s physical, emotional and mental status during the shift; unusual and/or any noteworthy occurrences observed during the shift.
4. LOGBOOK ENTREES AND ACCURACY - AHC Staff’s Daily Logbook entries must be truthful, accurate, legible, neat (no doodling) and professional. Logbooks must contain the following information: AHC Staff’s full name, date/time shift began and date/time shift ended. AHC Staff must keep log entries brief but specific, including only information pertinent and necessary to assist co-workers and third-party representatives to care for the Client’s physical, mental and emotional needs as described and directed in the AHC Client’s Plan of Care.
5. LOGBOOK STAFF REVIEW - AHC Staff shall review previous log entries at the beginning of their shift, especially “Pass Notes” (see below) from the individual being relieved, to review the current status of their Client since the last shift worked and to check for any changes to their Plan of Care or Shift Duties, upcoming visits or appointments.
6. LOGBOOK PASS NOTES - AHC Staff shall make a final entry in the Daily Log section of AHC Client’s logbook at the conclusion of their shift entitled “Pass Notes” for oncoming AHC Staff and third-party to review, including the following information: AHC Client’s current physical, mental and emotional status, any changes to their Plan of Care or Shift Duties, upcoming visits or appointments.
7. LOGBOOK EDICATE - Logbooks are not the format for voicing complaints or concerns (“venting”) of a confidential matter concerning AHC Staff, AHC Clients, their Responsible Party, family members, friends or third-party agencies involved in the Client’s care. Any such confidential complaints or concerns must be addressed with AHC Management in person and not written in the logbook.
8. LOGBOOK REFILLING AND COLLECTION - AHC Staff are to contact AHC Management when their Client’s logbook supplies are running low and need to be replenished or the logbook is full and needs to be replaced (before they run out).
E) Policies and Procedures Regarding: Employee Dress Code
1. IDENTIFICATION BADGE - AHC Staff shall wear their name badge at all times while on duty. Lost or damaged badges are to be reported to Administrative Office Personnel for replacement. AHC Staff are never to allow anyone to use their badge, and Staff are to return their badge & lanyard to the Administrative Office upon termination of employment.
2. MODESTY AND PROFESSIONALISM - AHC Staff are not required to wear a uniform or scrubs (at this time; however, this policy is subject to change). AHC Staff are to use their best discretion when choosing articles of clothing for work that are clean (free of stains and holes), modest (miniskirts, shorts above the thigh, low cut blouses, tank tops, uncovered leggings are prohibited), comfortable yet un-encumbering (sweat pants and work out clothing are prohibited) and professional (concert, political, religious, sexual, alcohol, drugs or cannabis promotional prints are prohibited) with securely fitted shoes (clogs, slippers, open/loose sandals and heals are prohibited).
3. GROOMING AND SCENTS - AHC Staff shall arrive to their assignments neatly dressed, clean and well groomed. AHC Staff must refrain from using perfumes, colognes, scented lotions or other strong fragrances, including tobacco or vapes, to avoid agitating AHC Clients with repertory issues.
F) Policies and Procedures Regarding: Scheduling, Time RECORDING & PaYROLL
1. SCHEDULED SHIFTS - AHC Staff may only work the schedules they are assigned and are required to be on time and ready to work promptly when scheduled. If AHC Staff anticipates that they will be late for their scheduled shift, they are to immediately contact AHC Management so their Client and/or co-worker can be notified of the delay. AHC Staff are not permitted to clock-in early, stay later than scheduled (exception, see "C), 1. DEPENDENT CLIENTS”) or make alterations to their schedule without AHC Manager approval in advance. Schedule alteration requests must be presented to AHC Manager, not to their Clients, their representatives or to AHC coworkers.
2. SHIFT COMPLETION - AHC Staff are required to work their entire scheduled shift until it is completed and/or their relief has arrived unless expressly directed otherwise by AHC Management. If a non-dependent Client releases AHC Staff before their scheduled shift is completed or rejects services altogether, AHC Staff is to return to their vehicle and immediately contact AHC Management for further directives (if no answer, leave a message and wait for a response). If a client is not home or does not answer, AHC Staff is to return to their vehicle and immediately contact AHC Management for further directives (if no answer, leave a message and wait for a response). While AHC Staff is scheduled and on-the-clock, AHC reserves the right to re-assign them to an alternately suitable client or have them complete a training session.
3. TIME RECORDING, REVIEW AND CORRECTIONS - AHC Staff shall record their time worked on the Wellsky application using their personal smartphone device (some exceptions may apply). AHC Staff can review their current schedule and assigned Clients with corresponding duties; they can confirm hours previously recorded and review/print their paystubs on Wellsky using their smartphone or computer. AHC Staff are required to carefully review the times recorded on Wellsky at the conclusion of the pay period to ensure accuracy of information, and they are required to carefully review their paystubs upon receipt to verify correct compensation was rendered. AHC Staff must immediately report any discrepancies observed in the recording of their time and/or payments received to the AHC Administrative Office for correction and adjustments, with any payments due ready by the following business day. AHC Staff are also required to complete the “Bi-weekly Hours Accuracy and Wage Approval Form” after receiving their paycheck and reviewing their paystubs.
4. TIME OFF REQUESTS - AHC Staff must submit a “Time Off Request Form” one week in advance of their desired time off. During major holidays, AHC Staff must submit their request at least two weeks in advance. AHC Staff should not assume time off has been approved unless AHC Management has authorized and confirmed it in writing.
5. CALL-OFFS AND NO-SHOWS - AHC Staff who are unable to report for duty must give at least 2-hours notice (more if possible) directly to AHC Manager to ensure that their Client’s will be covered. AHC Staff who fail to report to their regularly scheduled shifts (no call, no show), will be considered to have “voluntarily quit” their employment with AHC and/or may be subject to immediate termination.
6. SICK TIME CLAIMS - AHC Staff who call-off due to illness or injury may utilize whatever “sick time” has been accrued and is currently available within the limits and guidelines of the State of California (see “Employment Agreement” for detailed description). Qualifying sick time may be claimed by submitting a “Sick Time Request Form” online (see “RESOURCES” on AHC website) or by completed this form at the Administrative Office.
7. CHANGE OF STATUS - AHC Staff are responsible to notify AHC Administrative Office of any change of name, address or withholding status, and shall be required to complete new “Employee Information” and “W-4” forms for their personnel file (available at the AHC Administrative Office or downloadable from AHC website on “RESOURCES” page).
8. NOTICE TO QUIT - AHC Staff are expected to give a minimum notice of two weeks when terminating their employment with AHC. A written notice to quit may be submitted directly to the AHC Administrative Office or via email to the AHC Manager.
G) Policies and Procedures Regarding: Administrative Office
1. OFFICE HOURS AND APPOINTMENTS - AHC Administrative Office hours are by appointment only, from 9 AM to 5 PM, Monday through Friday (except for Federal and State holidays). When calling AHC Administrative Staff outside of regular business hours (or if voice mail picks up during regular business hours), leave non-urgent messages on the answering service, and calls will be returned as-soon-as-possible during regular business hours.
2. URGENT MESSAGE LINE - AHC Management is available 24 hours a day, 7 days a week, to handle urgent matters. This line is to be used for urgent matters only (see examples below). AHC Staff are expected to use their best judgment in determining what constitutes an urgent call and what can wait until the following business day. Here are a few examples:
a) Non-urgent calls: payroll related matters (draw requests, paycheck questions, check corrections); time-off and schedule change requests that are days in advance; personnel record inquiries; scheduling appointments with Administrative Staff; any other inquiry that can wait until the following business day
b) Urgent calls: calling off from work assignments scheduled that day and/or the following morning and/or falling outside regular business hours (before 9AM, after 5PM, holidays and weekends); relief failing to show up as scheduled; critical and immediate questions pertaining to AHC Client’s care plan or assigned duties; AHC Client experiencing unusual health concerns, signs of distress or hospitalization; injury to self or AHC Client; immediate safety concerns in the work environment; AHC Client not answering their door during scheduled visit and/or requesting AHC Staff to leave before their schedule shift is completed; suspected abuse of AHC Client
3. UNSCHEDULED VISITS - AHC Staff are discouraged from making unscheduled visits to the Administrative Office to meet with Administrative Personnel, as drop-in visits may interfere with other prearranged appointments and administrative activities. Appointments with Administrative Personnel are to be arranged in advance. The Administrative Office is open for paycheck pickup at anytime on paydays during regular office hours (every other Friday, 9AM-5PM)