This Handbook is the property of Comforts of Home – Care Inc. The information contained herein is proprietary to this Company and may not be copied or reproduced without the express written permission of the Company’s President. This Handbook has been prepared for the express use of personnel employed by Comforts of Home – Care Inc.
I. Services Provided Comforts of Home – Care specializes in providing non-medical, in-home companion care for the elderly and those who are disabled. We offer many in-home services including companionship, light housekeeping, laundry, meal planning and preparation, incidental transportation, running errands, and personal bathing and grooming assistance.
II. How Comforts of Home – Care began. . . I (Katherine) have always had a passion to make a difference. Social Working at the Health Science Centre alerted me to the fact there was a great need for people who ‘fell between the cracks.’ They were not well enough to stay at home without assistance of some sort, yet their condition didn’t warrant the supports of the hospital or a personal care home. When I brought patients their papers to sign for a personal care home they either responded with loud, angry resistance, or sad, quiet resignation. It was the most disturbing part of my job. Breaking my wrist in June 2005 led me to ask myself the question, “What do I really want to do with my life?” In the weeks that followed, my search brought me to The Senior’s Choice. I knew this was it! They would help me develop a business that would be rewarding in many ways.
V. Our Mission Our mission is to ensure a better quality of life for our clients and their families by providing dependable and affordable care. We choose to make a positive difference in the lives of younger and older adults who need help to remain independent and bring peace of mind to their families.
The Comforts of Home – Care team will perform its collective duties with confidence, commitment, and care. We will treat every contact as a friend, every client as family and perform every task with honour. VI. Manifesto It starts with a belief every life should be celebrated. Every person, young or old, limited in their abilities or not, deserves dignity regardless of their current contributions.
It demands respect for people regardless of any physical or mental frailty.
It requires compassion, patience and kindness. It is leadership that listens, embraces innovation, and is uncomfortably transparent and accountable.
It rejects the idea loss of dignity, isolation or malnutrition is part of aging or living with a disability.
EMPLOYMENT 101 This Handbook Effective Date: 12/10/05 Revision Date: 27/09/17 This handbook is intended to provide employees with a general understanding of the Comforts of Home – Care (COHC) personnel policies. However, this handbook cannot anticipate every situation or answer every question about employment. This handbook is not an employment contract and is not intended to create contractual obligations of any kind. Manitoba Employment Standards provides the standards which Comforts of Home – Care follows. In order to retain necessary flexibility in the administration of policies and procedures, Comforts of Home – Care reserves the right to change, revise, or eliminate any of the policies and/or benefits described in this handbook. The only recognized deviations from the stated policies are those authorized and signed by the owner of Comforts of Home – Care. Employees will be notified of changes to the handbook. 102 Employee Relations Effective Date: 12/10/05 Revision Date: 27/09/17 Our experience has shown when employees deal openly and directly with supervisors, the work environment can be excellent, communications can be clear, and attitudes can be positive. We believe Comforts of Home – Care amply demonstrates its commitment to employees by responding effectively to employee concerns. 103 Equal Employment Opportunity Effective Date: 12/10/05 Revision Date: 27/09/17 In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Comforts of Home – Care will be based on merit, qualifications, and abilities. Comforts of Home – Care does not discriminate in employment opportunities based on race, color, religion, sex, national origin, age, or any other characteristic protected by law. This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination, and training. Comforts of Home – Care is committed to employing only Canadian citizens and those who are authorized to work in Canada. 105 Business Ethics and Conduct Effective Date: 12/10/05 Revision Date: 27/09/17 The successful business operation and reputation of Comforts of Home – Care is built on the ethical conduct of our employees. Our reputation for integrity and excellence requires
demonstration of the highest standards of conduct and personal integrity. The continued success of Comforts of Home – Care is dependent upon our clients' trust and we are dedicated to preserving that trust. We rely on our employees to act so they impart the continued trust and confidence of the public. Comforts of Home – Care will comply with all applicable laws and regulations and expects its employees to conduct business in accordance with the letter, spirit, and intent of all relevant laws and to refrain from any illegal, dishonest, or unethical conduct. In general, the use of good judgment, based on high ethical principles, will guide you to act with acceptable conduct. If a situation arises where it is difficult to know what is the right thing to do, the matter should be discussed openly with your immediate supervisor. Compliance with this policy of business ethics and conduct is the responsibility of every employee of Comforts of Home – Care. 107 Non-Disclosure Effective Date: 12/10/05 Revision Date: 10/12/12 The protection of confidential business information and trade secrets is vital to the success of Comforts of Home – Care. Such confidential information includes, but is not limited to, the following examples:
• pending services and proposals
• referral source lists
• compensation data
• computer processes
• computer programs and codes
• customer lists
• customer preferences
• financial information
• labor relations strategies
• marketing strategies All employees are required to sign a non-disclosure agreement as a condition of employment. Employees who improperly use or disclose trade secrets or confidential business information will be subject to disciplinary action, up to and including termination of employment and legal action, even if they do not actually benefit from the disclosed information.
108 Conflicts of Interest Effective Date: 12/10/05 Revision Date: 27/09/17 Employees have an obligation to conduct business within guidelines that prohibit actual or potential conflicts of interest.
An actual or potential conflict of interest occurs when an employee is in a position to influence a person they know through Comforts of Home – Care that may result in a personal gain for that employee or for someone they know. No "presumption of guilt" is created by the mere existence of a relationship with outside clients or senior care companies. However, if employees have any influence on transactions involving senior care agreements it is imperative they disclose the existence of any actual or potential conflict of interest to their supervisor at Comforts of Home – Care as soon as possible so safeguards can be established to protect all parties. Employees are specifically prohibited from making private arrangements with or to provide care independently to any Comforts of Home – Care client during their employment with Comforts of Home – Care and for one year after leaving the employ of Comforts of Home – Care. Any violation of this policy will result in the employee's financial liability to Comforts of Home – Care in the amount of 45% of any monies received from these clients during their employment and for up to six months after terminating employment. Employees may contact their supervisor with any questions they may have in regards to a potential or possible conflict of interest. 112 Client Relations Effective Date: 12/10/05 Revision Date: 27/09/17 Clients are among our organization's most valuable assets. Every employee represents Comforts of Home – Care to our clients and the public. The way we do our jobs presents an image of our entire organization. Clients judge all of us by how they are treated by each employee contact. Nothing is more important than being courteous, helpful, and prompt in the attention we give to current or potential clients. Although our employees may develop a close bond with their clients it is prohibited for an employee to spend unscheduled time with their client not paid by Comforts of Home – Care. Any time spent with the client must be scheduled and approved of by the administrative staff. If the employee sees a need for more than their scheduled time with the client, they must bring this to the attention of their supervisor. If extra time was spent with the client for any reason without prior permission, this must be reported to their supervisor. 113 Client Confidentiality Effective Date: 12/10/05 Employees of Comforts of Home – Care are required to keep all information regarding the client confidential. This includes information such as their name, address, date of birth and facts about the clients’ health, condition or situation.
Information may only be shared when such information is specifically permitted by the client to be shared and then only with the individuals specified by the client. The employer may disclose confidential information to other persons in the workplace about the client when it is necessary and beneficial to do so. The only other time personal client information may be shared is with emergency or medical personnel as is necessary while caring for the client in an emergency. Client information is not to be discussed in any casual way with staff, family or friends.
EMPLOYMENT STATUS & RECORDS 201 Employment Category Effective Date: 12/10/05 Revision Date: 27/09/17 Employees carrying out caregiving duties typically work part-time or full-time. Hours and schedules cannot be guaranteed and are determined by client’s needs and schedules. 202 Employment Applications Effective Date: 12/10/05 Comforts of Home – Care relies on the accuracy of information on the employment application, and any other data presented throughout the hiring process and employment. Any misrepresentations, falsifications, or material omissions in any of this information or data may result in the exclusion of the individual from further consideration for employment or, if the person has been hired, termination of employment. 203 Employment Reference Checks Effective Date: 12/10/05 Revision Date: 28/12/10 To ensure individuals who join Comforts of Home – Care are well qualified and have a strong potential to be productive and successful, Comforts of Home – Care checks the employment references of all applicants. Comforts of Home – Care will respond to all reference check inquiries from other employers. Responses to such inquiries will be limited to factual information that can be substantiated by Comforts of Home – Care records. 204 Personnel Data Changes Effective Date: 12/10/05 Revision Date: 27/09/17 It is the responsibility of each employee to promptly notify Comforts of Home – Care of any changes in personnel data. Personal mailing addresses, telephone numbers, individuals to be contacted in the event of emergency, banking information, educational accomplishments, and other such status reports should be accurate and current at all times. If any personnel data has changed, notify the Administration Office within one business day.
205 Access to Personnel Files Effective Date: 12/10/2005 Revision Date: 27/09/17 Comforts of Home – Care maintains a personnel file on each employee. The personnel file includes information such as the employee's job application, resume, records of training, documentation of performance appraisals and other employment records. The employee receives copies of documents they have signed when they sign the documents. Personnel files are the property of Comforts of Home – Care. Access to the information they contain is restricted. Only supervisors and management personnel of Comforts of Home – Care who have a legitimate reason to review information in a file are allowed to do so. With reasonable notice, employees may review their own personnel files in Comforts of Home – Care offices in the presence of their supervisor. File information is not to be copied in any way or given to the employee. The information is proprietary. Three years after the termination of the employee, the physical employee file will be destroyed. 209 Performance Evaluations Effective Date: 12/10/05 Revision Date: 27/09/17 Supervisors and employees may discuss job performance and goals on an informal, day-to-day basis. Formal performance evaluations are conducted to provide both supervisors and employees the opportunity to discuss job tasks, identify and correct weaknesses, encourage and recognize strengths, and discuss positive, purposeful approaches for meeting goals. Performance evaluations are scheduled at three months of employment and annually. Raises are directly related to completion of scheduled and assigned training.
EMPLOYEE PROGRAMS 301 Comforts of Home – Care Benefits Effective Date: 01/01/12 Revision Date: 27/09/17 Employees will receive all legally mandated benefits such as Workers' Compensation Insurance, Canada Pension Benefits, Employment Insurance, vacation pay, and general holiday pay. COHC offers an in-house Health & Wellness Program for its employees. There is no cost to the employee for this program. The maximum benefit of $600 per year is dependent on a number of factors. Because COHC places a high value on training, it is no surprise training completions are tied closely to employee benefits. Please see the Health and Wellness Program booklet for more detailed information about this program which will be provided at your three-month review. If you have any questions, please contact the office.
303 Vacation Benefits Effective Date: 12/10/05 Revision Date: 27/09/17 For employees working as caregivers, vacation pay in the amount of 4% in the first 5 years and 6% after 5 years, will be paid out in each pay period. Employees are entitled to take vacation time as approved by their supervisor, but do not receive any additional vacation pay during this time as it has already been paid out in each pay period. 305 Holidays Effective Date: 12/10/05 Revision Date: 27/09/17 Comforts of Home – Care recognizes the following general holidays:
• New Year’s Day
• Louis Riel Day
• Good Friday
• Victoria Day
• Canada Day
• Labour Day
• Thanksgiving Day
• Christmas Day
Easter Sunday & Monday, Remembrance Day, the August Civic holiday, and Boxing Day are not general holidays. COHC pays wages for time worked on Remembrance Day and the August Civic Holiday at time and a half. Every employee of Comforts of Home – Care is granted general holiday pay. General Holiday pay equals five per cent of the employee’s total wages in the previous four-week period immediately before the holiday. Overtime is not included in this calculation. Those who work the holiday will receive pay for their shift plus General Holiday pay. All employees receive general holiday pay unless:
• They are absent from work on a general holiday that is normally a workday and they are expected to work.
• They are absent from work on their last scheduled workday before the holiday or their first scheduled workday after the holiday, unless they are absent with the employer's consent.
Comforts of Home – Care is exempt from paying time and a half for workers who work on a general holiday because Comforts of Home – Care is a “continuously operating business.” We cannot shut down on a holiday because many of our clients require care every day of the week.
306 Bereavement Leave Effective Date: 12/10/05 Revision Date: 28/12/10 Employees who wish to take time off due to the death of a family member should notify their supervisor immediately. We reserve the right to request reasonable verification the leave is needed.
• Up to 3 days of unpaid bereavement leave will be provided to anyone employed for at least 30 days with the same employer.
Family is defined as children, stepchildren, parents, grandparents, spouses, common law spouses, aunts, uncles, nieces and nephews. The definition also includes those who are not related, but are considered a family member. 307 Workers' Compensation Insurance Effective Date: 12/10/05 Revision Date: 28/12/10 Comforts of Home – Care provides a comprehensive workers' compensation insurance program for each employee at no cost to employees. This program covers any injury or illness sustained in the course of employment requiring medical, surgical, or hospital treatment. Workers' compensation insurance provides benefits immediately upon being injured. Employees who are covered and who sustain work-related injuries or illnesses should inform their supervisor immediately. No matter how minor an on-the-job injury may appear, it is important it be reported immediately. This will enable an eligible employee to qualify for coverage as quickly as possible. Comforts of Home – Care administration staff will report this injury to the WCB (204) 954-4100 within 5 business days of the injury. The employee needs to see a doctor to substantiate their claim. Any related medical costs the doctor may charge for filling forms, etc. will be the responsibility of the employee. If an employee is injured at work but has not missed work or gone to the doctor, Comforts of Home – Care administration staff will keep track of the injury and complete a "Notice of Injury" WCB form. A minor injury such as a small cut should be reported to your supervisor, but it may not be necessary to see a doctor or open a claim. Neither Comforts of Home – Care nor Workers Compensation will be liable for the payment of workers' compensation benefits for injuries that occur during an employee's voluntary participation in any off-duty recreational, social, or athletic activity sponsored by Comforts of Home – Care. 309 Use of Office Gym Facility Effective Date: 04/01/11 Revised: 27/09/17 The office gym at 262 Marion is open to all actively employed caregivers for their own use. Caregivers are encouraged to make use of this well-equipped facility. Caregivers must sign in at the reception desk and in the gym sign-in binder located in the gym before working out. All use
guidelines are to be followed. Comforts of Home – Care assumes no responsibility for injuries. It is advised all persons seek permission from their doctor before entering an exercise program. 310 In-Services Effective Date: 01/06/12 Revision Date: 01/09/17 A minimum of twelve in-services are held at the Comforts of Home – Care Marion location throughout the year. Caregivers are expected to attend at least 6 in-services per year to fulfill their training requirements for raises and as a requirement for benefits. The in-services will cover a variety of topics. Notification will be emailed to caregivers throughout the year to inform of upcoming sessions. The caregiver makes a commitment to attend an in-service when they sign up for an in-service. If an employee is unable to attend for any reason, a minimum of 48 hours’ notice must be given to their supervisor. If the required notice is not given, the employee will receive an unexcused absence on their employee file. An unexcused absence may have an effect on the employee’s benefits and wage increases. 312 Institute for Professional Care (IPC online PAID TRAINING) Effective Date: 01/12/11 Revision Date: 28/09/17 IPC on-line training is designed to better equip the caregiver to perform his or her duties with confidence and help the caregiver provide a consistent, higher level of skilled care. Employees with more training feel better prepared to do their work. They feel better about themselves and their own skills because they are equipped to handle more complex and diverse situations. Each caregiver will receive a personal Username and Password at Orientation for IPC. The launch page for this website can be found on the COHC website under Caregiver Log-In. Comforts of Home – Care requires their employees to complete progressive levels set forth according to a specified timeline. Completion of each level (except Level 1) is rewarded with a $50.00 PAID TRAINING benefit. Working within the specified timeline qualifies the employee for the in-house benefit program. Level 1 - Pre-Client training is comprised of 4 courses that will equip the caregiver for working with their first client. Completion of Level 1 is mandatory prior to working with a client. The subjects covered are "Becoming a Caregiver, Duties of a Caregiver, Communicating with Others, and Body Systems and the Aging Process. Upon completion of Level 1 the applicant will be activated and may be assigned to a shift with a client. Level 2 - Caregiver Training; to be completed within 6 weeks of the employee’s first shift. The topics covered are Elder Abuse, Client's Rights, Chronic Senior Diseases, Handling Difficult Behaviors, Avoiding Caregiver Stress, and many more great topics. $50.00 PAID TRAINING benefit is available with completion of Level 2 and 6 weeks of employment.
Level 3 – Alzheimer specific training; to be completed within 90 days of the employee’s first shift. Level 3 includes information on the many aspects of dementia. Because a large percentage of our client’s experience dementia, it is important for the caregiver to learn this valuable information. At the employee’s three-month review, the employee is eligible to receive a .50 raise with completion of level 3. $50.00 PAID TRAINING benefit is available with completion of Level 3 and 90 days of employment. Level 4 - Client Focused Communication training; to be completed within 6 months of employment. In these courses, you will learn how to be courteous, how to be available, how to be a good listener and reliable, and how to be positive when interacting with client's and guests at work. $50.00 PAID TRAINING benefit is available with completion of Level 4 and 6 months of employment. Level 5 - Personal Care; to be completed within 9 months of employment. Level 5 includes Toileting, First Aid Courses, Vital Signs and End of Life care. Even if the caregiver is not interested in performing personal care, the information learned in this level is extremely valuable. $50.00 PAID TRAINING benefit is available with completion of Level 5 and 9 months of employment. Level 6 - Disabilities Training: to be completed within 12 months of employment. This information is relevant to those clients with disabilities and their specific needs. $50.00 PAID TRAINING benefit is available with completion of Level 6 and 12 months of employment. All levels of training need to be completed by the end of the first year of employment. Completion of these courses is necessary to receive raises with the company. 315 Dementia Capable Care Effective Date: 27/09/17 The Dementia Capable Care (DCC) certified course is valued at $300.00. COHC offers this course to employees free of charge if they have worked for the company for a minimum of three months and are working a minimum of 10 hours per week. DCC is a valuable course that will change the way one thinks about dementia and can benefit the employee greatly.
• The employee will become more assignable with people with dementia.
• Employee will receive a certificate valid for three years from taking the course.
• This course is counted as one in-service towards employee training requirements. If an employee terminates employment within one year of taking the course, a portion of the training costs are owed back to the company.
TIMEKEEPING & PAYROLL 401 Timekeeping Effective Date: 12/10/05 Revision Date: 27/09/17 Accurate recording of time worked is the responsibility of every employee. Federal and provincial laws require Comforts of Home – Care to keep an accurate record of time worked in order to calculate employee pay and benefits. Time worked is all the time spent on the job performing assigned duties. Employees need to use the company Telephony System to clock in or out at the beginning and end of each shift. If it is not possible for any reason to clock in or out using Telephony, the employee must phone the employment line (204) 989-3232 and leave a detailed voice mail message with the hours worked on the shift and the reason they did not clock in or out. Failure to report information about the shift or using the Telephony system may result in loss of pay or partial pay for that shift. The supervisor will review and confirm the time record before submitting it for payroll processing. If the payroll supervisor must initiate verification of the shift with the employee because the employee did not use Telephony properly, fifteen minutes of pay will be docked from the employee’s pay for that shift. Overtime work must always be approved before it is performed. Altering, falsifying or tampering with time records will result in disciplinary action, up to and including termination of employment. 403 Paydays Effective Date: 12/10/05 Revision Date: 27/09/17 Employees are paid bi-weekly on alternate Fridays. Each paycheck will include earnings for all work performed through the end of the previous payroll period. The payroll period is two weeks in duration, and ends on the alternate Saturday six days prior to pay Friday. Paychecks will be deposited via direct deposit to the employee’s bank account. A void cheque must be submitted in order to receive pay. Pay stubs will be emailed to each employee. If any errors are discovered in pay, the employee must contact the office by calling (204) 949-3234 error within 1 week of noting the error. An investigation will be performed, and adjustments will be made on the following pay cheque if warranted. 408 Pay Advances Effective Date: 12/10/05 Comforts of Home – Care does not provide pay advances on unearned wages to employees.
410 Pay Deductions and Setoffs Effective Date: 05/11/07 Revision Date: 10/12/12 By law Comforts of Home – Care is required to make certain deductions from every employee's compensation. This includes federal income taxes, Canada Pension and Employment Insurance premiums. Comforts of Home – Care matches the amount of Canada Pension paid by each employee and submits it to Canada Revenue Agency. Pay setoffs are pay deductions taken by Comforts of Home – Care to help pay off a debt or obligation to Comforts of Home – Care or others. Such setoffs include wage garnishment due to legal judgments. If you have concerns regarding deductions made from your paycheck or how they were calculated, someone in the Accounts department can assist in answering your questions. Email: [email protected] or phone 204.272.6238. 411 Employment Termination Effective Date: 12/10/05 Revision Date: 28/12/10 Termination of employment is an inevitable part of personnel activity within any organization. Many of the reasons for termination are routine. Below are examples of some of the most common circumstances under which employment is terminated:
• Resignation - voluntary employment termination initiated by an employee.
• Discharge - involuntary employment termination initiated by the organization.
• Layoff - involuntary employment termination initiated by the organization for non-disciplinary reasons.
• Retirement - voluntary employment termination initiated by the employee meeting age, length of service, and any other criteria for retirement from the organization.
Since employment with Comforts of Home – Care is based on mutual consent, both the employee and Comforts of Home – Care have the right to terminate employment at will, with or without cause, at any time. Employees will receive their final pay in accordance with applicable provincial law. Any educational commitments will be processed upon termination.
WORK CONDITIONS & HOURS 501 Safety Effective Date: 12/10/05 Revision Date: 05/11/07 In the case of accidents resulting in injury, regardless of how insignificant the injury may appear, employees should immediately notify their supervisor. Such reports are necessary to comply with laws and initiate insurance and workers' compensation benefits procedures. 502 Use of Phone Effective Date: 12/10/05 Revision Date: 28/09/17 Personal use of telephones, including cell phone usage, is forbidden while in the workplace. Use of a client's home phone should be restricted to client-specific, work-related issues, utilizing the Telephony system or emergency use. 503 Vehicle Use Effective Date: 12/10/05 Revision Date: 28/11/17 While performing caregiving duties a client may request the employee to use the client's vehicle for transportation. It is the employee's responsibility to review the client's vehicle registration to ensure it is current prior to vehicle usage. In addition, the employee MUST have a current driver's license. If the employee has any concern over the safety or legal status of the client's vehicle, the employee will decline its usage and report that concern to their supervisor. Comforts of Home – Care’s car magnets are available for employees to place on their vehicle. Using the magnets give the employee a free monthly car wash. The employer does not assume any responsibility for damage to the employee’s car that could potentially arise from using the company car magnets. 504 Healthy Work Environment Effective Date: 12/10/05 Revision Date: 18/12/17 In keeping with Comforts of Home – Care's intent to provide a safe and healthful work environment, smoking and/or vaping is prohibited while on duty. Additionally avoid the use of perfumes and colognes as your clients may be allergic to particular smells. Employees who smoke will make every effort to ensure their clothes do not smell of smoke while on a shift. This can be accomplished by avoiding smoking or vaping on the way to work. Every effort will be made to avoid assignments which would compromise the health of an employee. Please notify your supervisor if you feel your health has or will be compromised. You may request to not work with clients who are heavy smokers.
505 Work Schedules Effective Date: 12/10/05 Revision Date: 19/10/17 Work schedules for employees vary throughout the organization. Supervisors will advise employees of their individual work schedules which may vary from week to week. It is the responsibility of the employees to view their schedule on-line. Schedules are found on eRSP. The launch page for eRSP can be found on the Caregiver Login page of the company website: comfortsofhomecare.ca. Information on how to do this will be provided. According to Manitoba Employment Standards, the Employer, is in complete control of the employee’s schedule. The employer tells the employee when they are to work and can change the employee’s schedule to suit the company’s, or in this case, the clients’ needs. The employee is not permitted to book off except for 3 days a year for personal illness or the needs of their family. The employer can ask for reasonable verification of the day that was booked off. Employment standards states cancelled shifts do not have to be paid if, prior to the employee reporting to work, the employer advises the employee their shift has been cancelled. Employees and Employers can agree on when vacation time can be taken. The final decision is made by the employer. Go to: http://www.gov.mb.ca/labour/standards/ for more information. Comforts of Home – Care offers flexible scheduling. The employee gives their Staff Coordinators a signed availability form. The Staff Coordinators work with each employee to give them the number of hours they want within their specified available hours. The employee is matched to a suitable client according to preferences and skills. The signed availability form will give the Staff Coordinators the authority to assign an employee into a shift. Once the employee is assigned to a shift, the employee must attend the shift. If the employee does not attend the shift, disciplinary actions will be taken, including termination of employment. The employee’s schedule is always posted on eRSP in the employee’s account. eRSP includes pertinent information about the client and their address. It is the employee’s responsibility to ensure they get to work on time with the information they need. The employee will be paid for hours worked. If employee leaves a shift early for personal reason, they will not receive wages for time not worked. Hours cannot be guaranteed. Schedules change according to the client’s needs. If a caregiver is no longer required for a particular client, the staff coordinator will reassign the caregiver to other clients as shifts become available.
509 Booking Vacation Time Effective Date: 23/01/08 Revision Date: 29/08/17 Requests for holidays and time off will be considered, however, not all requests will be able to be granted. Knowing our caregiver’s availability is critical for the proper functioning of Comforts of Home – Care. An employee must inform their supervisor at least two months in advance of their plan for vacation time. 512 Overtime Effective Date: 12/10/05 Revision Date: 10/12/12 When client’s schedules cannot be filled within employee’s regular working hours, employees may be asked to work overtime hours. All overtime work must be authorized by their supervisor prior to being worked. Overtime compensation is paid to all employees working in an in-home setting in accordance with provincial wage and hour restrictions according to the following variance received from the Manitoba Labour Board:
The employees may be on duty up to a maximum of Twelve (12) hours per day, from commencement to completion, Sixty (60) hours per week and Eighty (80) hours in a Two (2) week cycle, without the payment of overtime rates of pay.
All hours worked in excess of twelve (12) hours per day, from commencement to completion, sixty (60) hours per week and Eighty (80) hours in a two (2) week cycle, shall be paid at overtime rates of pay to be paid in accordance with Section 17(1) of The Employment Standards Code. Overtime will be paid at a rate of 1.5 times the employee’s regular rate of pay. Overtime pay is based on actual hours worked. Time off on sick leave, vacation leave, or any leave of absence will not be considered hours worked for purposes of performing overtime calculations. 514 Rest and Meal Periods Effective Date: 12/10/05 Revision Date: 28/12/10 After 5 hours of work, the legislated 30-minute break may be eliminated. Instead, the employee will be permitted to eat and take breaks during the course of each shift. Eating lunch with the client will be considered as hours worked. Individual client exceptions will be discussed with the caregiver prior to the shift (Work Break Order variance #1137). 515 Rates of Pay & Shifts Effective Date: 07/05/09 Revision Date: 29/09/17 Caregivers are hired at the rate specified each year. When working hours in the capacity of a
Health Care Aide, they will receive $1.00 more per hour. Certified Health Care Aides are hired at the rate specified each year with a Health Care Aide certificate. When working hours in the capacity of a caregiver, they will receive $1.00 less per hour. After three months, with completion of specified training and in accordance with the three-month review, the employee will receive a $.50 raise. Annual raises are received on the employee’s anniversary date with the company in accordance with the annual review. Daytime Shifts: All shifts require the caregiver is fully awake and attentive throughout the entire shift. The caregiver’s duties will be outlined in the Care Plan on eRSP and given verbally by the supervisor. The caregiver will be paid his/her current hourly rate of pay as communicated by the supervisor. Overnight Shifts: The caregiver is required to be fully awake and attentive throughout the entire overnight shift. They may be allowed to rest; however, they must be available at all times for any client needs. The caregiver will be explained the expectations of the overnight shift by their Staff Coordinator. Training Shifts: Any Caregiver training required will be paid at the current minimum wage rate. Stipend Shifts: Stipend shifts are used when the client does not need care the entire shift. They are typically used for night shifts. The caregiver will not work all the hours of the shift therefore all the hours on shift will not contribute towards hours worked, or overtime. Stipends are paid at a flat rate of pay. Stipends are assessed on a client by client basis. Employees will need to sign a stipend for each client they work a stipend shift for. Constant Care: Caregiver is required to provide care and supervision in the client’s residence 24 hours a day. They work 12 hours during the day around the client’s schedule, taking breaks and rest periods when the client does not require help. The caregiver will have the opportunity to sleep for 8 hours uninterrupted at night. If the client is up regularly at night, that client is not suitable for the Constant Care shift. The client is responsible to provide the caregiver with their own room or place to sleep and three meals a day. The caregivers can leave personal belongings and freely use appliances and common things around the house. 518 Mileage and Parking Reimbursement Effective Date: 28/11/08 Revision Date: 29/09/17 The employee may use their own vehicle for incidental transport on the client's behalf providing the employee has proven full and current drivers’ license and All–Purpose Vehicle Insurance coverage from MPIC to the Administration Office prior to that service. Comforts of Home – Care
will pay mileage reimbursement at the rate of $0.43 per kilometer for any kilometers incurred while providing service to the client. There is no car allowance for mileage incurred traveling to a client’s home, except as outlined below.
• If an employee must drive further than 20 kilometers to a client’s residence, they will be reimbursed $0.20 for each kilometer over 20 kilometers.
• In most circumstances, a caregiver who lives outside the City of Winnipeg who chooses to work with clients within Winnipeg will not be reimbursed for mileage costs. However, each assignment may be considered for reimbursement on a case by case basis.
On occasion, it is necessary for an employee to pay for parking to make it possible to visit a specific client. If it is necessary to pay for parking, the most cost-effective space available must be used, even if this requires a little more walking. The caregiver will be reimbursed for parking expenses upon turning the parking receipts into the office. Receipts must be turned in within two weeks of incurring the expense.
EMPLOYEE CONDUCT & DISCIPLINARY ACTION 601 Employee Conduct and Work Rules Effective Date: 12/10/05 Revision Date: 29/09/17 To ensure orderly operations and provide the best possible work environment, Comforts of Home – Care requires employees to follow rules of conduct that will protect the interests and safety of all employees and the organization. It is not possible to list all the forms of behavior considered unacceptable in the workplace. The following are examples of infractions of rules of conduct that may result in disciplinary action, up to and including termination of employment:
• Theft or inappropriate removal or possession of property.
• Falsifying timekeeping records.
• Working under the influence of alcohol or illegal drugs.
• Possession, distribution, sale, transfer, or use of alcohol or illegal drugs in the workplace, while on duty, or while operating employer-owned vehicles or equipment.
• Fighting or threatening violence in the workplace.
• Boisterous or disruptive activity in the workplace.
• Negligence or improper conduct leading to damage of employer’s or client’s property.
• Insubordination or other disrespectful conduct.
• Violation of safety or health rules.
• Smoking while on the job.
• Sexual or other unlawful or unwelcome harassment.
• Possession of dangerous or unauthorized materials, such as explosives or firearms, in the
• Excessive absenteeism or any absence without notice.
• Unauthorized disclosure of business "secrets" or confidential information.
• Violation of personnel policies.
• Unsatisfactory performance or conduct. Employment with Comforts of Home – Care is based on the mutual consent of Comforts of Home – Care and the employee. Either party have the right to terminate that relationship at any time, with or without cause, at any time. 602 Drug and Alcohol Use Effective Date: 12/10/05 Revision Date: 28/12/10 It is Comforts of Home – Care's desire to provide a drug-free, healthful, and safe workplace. To promote this goal, employees are required to report to work in appropriate mental and physical condition to perform their jobs in a satisfactory manner. While on duty and conducting business-related activities, no employee may use, possess, distribute, sell, or be under the influence of alcohol or illegal drugs. The legal use of prescribed drugs is permitted on the job only if it does not impair an employee's ability to perform the essential functions of the job effectively and in a safe manner that does not endanger other individuals. Violations of this policy may lead to disciplinary action, up to and including immediate termination of employment. Such violations may also have legal consequences. 603 Sexual and Other Unlawful Harassment Effective Date: 12/10/05 Comforts of Home – Care is committed to providing a work environment free from all forms of discrimination and conduct considered harassing, coercive, or disruptive, including sexual harassment. Actions, words, jokes, or comments based on an individual's sex, race, color, national origin, age, religion, disability, sexual orientation, or any other legally protected characteristic will not be tolerated. Sexual harassment is defined as unwanted sexual advances, or visual, verbal, or physical conduct of a sexual nature. The following is a partial list of sexual harassment examples:
• Unwanted sexual advances.
• Offering employment benefits in exchange for sexual favors.
• Making or threatening reprisals after a negative response to sexual advances.
• Visual conduct that includes leering, making sexual gestures, or displaying of sexually suggestive objects or pictures, cartoons or posters.
• Verbal conduct that includes making or using derogatory comments, epithets, slurs, or jokes.
• Verbal sexual advances or propositions.
• Verbal abuse of a sexual nature, graphic verbal commentaries about an individual's body, sexually degrading words used to describe an individual, or suggestive or obscene letters, notes, or invitations.
• Physical conduct that includes touching, assaulting, or impeding or blocking movements.
Unwelcome sexual advances (either verbal or physical), requests for sexual favors, and other verbal or physical conduct of a sexual nature constitute sexual harassment when: (1) submission to such conduct is made either explicitly or implicitly a term or condition of employment; (2) submission or rejection of the conduct is used as a basis for making employment decisions; or, (3) the conduct has the purpose or effect of interfering with work performance or creating an intimidating, hostile, or offensive work environment. Should you experience or witness sexual or other unlawful harassment in the workplace, report it immediately to your supervisor. If the supervisor is unavailable or you believe it would be inappropriate to contact that person, you should immediately contact a member of management. You can raise concerns and make reports without fear of reprisal or retaliation. All allegations of sexual harassment will be quickly and discreetly investigated. To the extent possible, your confidentiality and that of any witnesses and the alleged harasser will be protected against unnecessary disclosure. When the investigation is completed, you will be informed of the outcome of the investigation. Any employee who becomes aware of possible sexual or other unlawful harassment must immediately advise a member of management, so it can be investigated in a timely and confidential manner. Anyone engaging in sexual or other unlawful harassment will be subject to disciplinary action, up to and including termination of employment. 604 Attendance and Punctuality Effective Date: 12/10/05 Revision Date: 29/09/17 To maintain a safe and productive work environment, Comforts of Home – Care requires employees to be reliable and punctual in reporting for scheduled work. Absenteeism and tardiness are disruptive and place a burden on our clients, other employees, and on Comforts of Home – Care. In the rare instances when employees cannot avoid being late to work or are unable to work as scheduled, they need to notify their supervisor as soon as possible in advance of the anticipated tardiness or absence. Either may lead to disciplinary action, up to and including termination of employment. Excessive absenteeism is defined as more than six (6) occurrences per year and/or more than 2 times per calendar month.
If an employee is unable to make a shift, they must phone the office as soon as they have this knowledge to inform an office supervisor. Our caregivers are required to phone in at least 3 hours prior to the start of their shift if they are ill that day. As much notice as possible makes things run smoother for the company. Anticipated absenteeism calls should not be made between 1:00 am and 5:30 am. When calling off work, the employee must speak with their supervisor or the on call staff member by calling the office & after hours urgent number (204) 949-3234. Never just leave a message or send an e-mail. If the line is busy or goes directly to voicemail, a message may be left, but the employee must call again until they speak with someone. 605 Personal Appearance Effective Date: 12/10/05 Revision Date: 29/09/17 Dress, grooming, and personal cleanliness standards contribute to the morale of all employees and affect the business image Comforts of Home – Care presents to clients and visitors. During business hours or when representing Comforts of Home – Care, caregivers are expected to present a clean, neat, and tasteful appearance. Caregivers should dress and groom according to the requirements of the position and accepted social standards. The employee’s dress code is specified below. The employee’s supervisor may give further instruction to establish a suitable dress code for a particular client. Consult your supervisor if you have questions as to what constitutes appropriate appearance. Without unduly restricting individual tastes, the following personal appearance guidelines should be followed:
1. Shoes must provide safe, secure footing, and offer protection against hazards.
2. Tank tops, tube or halter tops, blue jeans or short shorts may not be worn under any circumstances.
3. Mustaches and beards must be clean, well trimmed, and neat.
4. Unnaturally colored hair and extreme hairstyles, such as spiked hair, do not present an appropriate professional appearance for our clients.
5. Long hairstyles should be worn with hair pulled back off the face and neck to avoid interfering with job performance.
6. Excessive makeup is not permitted.
7. Offensive body odor and poor personal hygiene are not professionally acceptable.
8. Perfume, cologne, and aftershave lotion should be avoided altogether, as some individuals may be sensitive or allergic to strong fragrances.
9. Jewelry should not be functionally restrictive, dangerous to job performance, or excessive.
10. Facial jewelry, such as eyebrow rings, nose rings, lip rings, and tongue studs, is not
professionally appropriate and must not be worn during business hours.
11. Torso body piercing with visible jewelry or jewelry that can be seen through or under clothing must not be worn during business hours.
12. Visible excessive tattoos and similar body art must be covered during business hours.
606 Orientation and Uniforms Effective Date: 11/03/09 Revision Date: 03/11/17 Attendance and participation to new caregiver Orientation is required prior to becoming an employee. Orientation constitutes part of the extensive screening process of our applicants and is not paid. Coffee, tea, water, and a small snack is provided. Level 1 IPC Training courses must be completed prior to working with a client. Upon completion of Level 1, the caregiver will receive a company polo shirt and is ready to be assigned shifts with clients. The company shirts are to be worn to each shift after receiving them. If a caregiver wishes to have additional shirts, they may be purchased for $20.00 each, tax included. When the shirt wears out, it will be replaced free of charge by the company. 607 Security Inspections Effective Date: 12/10/05 Revision Date: 28/12/10 Comforts of Home – Care wishes to maintain a work environment free of illegal drugs, alcohol, firearms, explosives, or other improper materials. To this end, Comforts of Home – Care prohibits the possession, transfer, sale, or use of such materials on its premises. Comforts of Home – Care requires the cooperation of all employees in administering this policy. Comforts of Home – Care likewise wishes to discourage theft or unauthorized possession of the property of employees, Comforts of Home – Care, visitors, and clients. To facilitate enforcement of this policy, Comforts of Home – Care or its representative may inspect not only desks and lockers but also persons entering and/or leaving the premises and any packages or other belongings. Any employee who wishes to avoid inspection of any articles or materials should not bring such items onto Comforts of Home – Care's premises, or to a COHC’s client’s home. 610 Solicitation Effective Date: 12/10/05 Revision Date: 05/11/07 In an effort to ensure a productive and harmonious work environment, persons employed by Comforts of Home – Care may not solicit or distribute literature in the workplace at any time for any purpose. Comforts of Home – Care recognizes employees may have interests in events and organizations outside the workplace. However, employees may not solicit or distribute literature concerning
these activities to clients. Examples of impermissible forms of solicitation include:
• The collection of money, goods, or gifts for community groups.
• The collection of money, goods, or gifts for religious groups.
• The collection of money, goods, or gifts for political groups.
• The collection of money, goods, or gifts for charitable groups.
• The sale of goods, services, or subscriptions outside the scope of official organization business.
• The circulation of petitions.
• The distribution of literature not approved by the employer.
• The solicitation of memberships, fees, or dues. 613 Progressive Discipline Effective Date: 12/10/05 Revision Date: 01/06/12 The purpose of this policy is to state Comforts of Home – Care's position on administering equitable and consistent discipline for unsatisfactory conduct in the workplace. The best disciplinary measure is the one not needing to be enforced and comes from good leadership and fair supervision at all employment levels. Comforts of Home – Care's own best interest lies in ensuring fair treatment of all employees and in making certain disciplinary actions are prompt, uniform, and impartial. The major purpose of any disciplinary action is to correct the problem, prevent recurrence, and prepare the employee for satisfactory service in the future. Comforts of Home – Care may use progressive discipline at its discretion. Disciplinary action may call for any of these three steps -- verbal warning, written warning, or termination of employment -- depending on the severity of the problem and the number of occurrences. One or more of these steps may be bypassed. Progressive discipline means, with respect to most disciplinary problems, these steps will normally be followed: a first offense may call for a verbal warning; a next offense may be followed by a written warning; and, still another offense may then lead to termination of employment. Comforts of Home – Care recognizes there are certain types of employee problems serious enough to justify termination of employment without going through the usual progressive discipline steps. While it is impossible to list every type of behavior that may be deemed a serious offense, section 601 Employee Conduct and Work Rules, includes examples of problems that may result in termination of employment. The problems listed are not all necessarily serious offenses, but may be examples of unsatisfactory conduct that will trigger progressive discipline.
By using progressive discipline, we hope most employee problems can be corrected at an early stage, benefiting both the employee and Comforts of Home – Care. 614 Problem Resolution Effective Date: 12/10/05 Revision Date: 05/11/07 Comforts of Home – Care is committed to providing the best possible working conditions for its employees. Part of this commitment is encouraging an open and frank atmosphere in which any problem, complaint, suggestion, or question receives a timely response from Comforts of Home – Care supervisors and management. Comforts of Home – Care strives to ensure fair and honest treatment of all employees. Supervisors, managers, and employees are expected to treat each other with mutual respect. Employees are encouraged to offer positive and constructive suggestions. If employees disagree with established rules of conduct, policies, or practices, they can express their concern through the problem resolution procedure. No employee will be penalized, formally or informally, for voicing a complaint with Comforts of Home – Care in a reasonable, business-like manner, or for using the problem resolution procedure. If a situation occurs in which employees believe a condition of employment or a decision affecting them is unjust or inequitable, they are encouraged to contact a member of management. Not every problem can be resolved to everyone's total satisfaction, but only through understanding and discussion of mutual problems can employees and management develop confidence in each other. This confidence is important to the operation of an efficient and harmonious work environment, and helps to ensure everyone's job security. 616 Return of Property Effective Date: 12/10/05 Revision Date: 06/03/09 Employees are responsible for all property belonging to Comforts of Home – Care as well as materials, or written information issued to them or in their possession or control including their name tag and company shirt. Employees must return property of Comforts of Home – Care immediately upon request or upon termination of employment. Comforts of Home – Care may also take all action deemed appropriate to recover or protect its property. 622 Workplace Etiquette Effective Date: 12/10/05 Revised: 12/10/17 Comforts of Home – Care strives to maintain a positive work environment where employees treat each other with respect and courtesy. Sometimes issues arise when employees are unaware their behavior in the workplace may be inappropriate or troublesome. Many of these issues can be addressed by politely talking with a co-worker to bring the perceived problem to his or her attention. In most cases, common sense will dictate an appropriate resolution. Comforts of Home
– Care encourages all employees to keep an open mind and graciously accept constructive feedback or a request to change behavior that may be affecting the client or irritating another employee. The following workplace etiquette guidelines are not intended to be hard and fast work rules with disciplinary consequences. They are ideas for appropriate workplace behavior to help the caregiver be successful on a visit with a client. Please contact your supervisor if you have questions or comments regarding these guidelines.
1. Refer to senior clients as "Mr." or "Mrs." and their last name unless they tell you differently.
2. Take the time to get acquainted with your client.
3. Review the Client Care Plan Book with the client if they are able.
4. Sit with the client during meals, even if you are not eating.
5. Keep all client information confidential.
6. Always arrive on time.
7. Be neatly groomed.
8. Never smoke in a client's house or on shift, even if the client smokes.
9. In the event of a disagreement with a client, call the office immediately. Do not simply walk off the job.
10. In the event of a disagreement with another caregiver, remove yourself from the client, and call the office immediately.
T-01 Companion Job Description Effective Date: 12/10/05 Revision Date: 03/11/17 The Job Description outlines your primary responsibilities as a caregiver. This description is not meant to be an exhaustive list of services as the exact duties to be performed for each assignment will vary. Prior to beginning a new assignment your supervisor will provide you with background information about your client and review any special needs of the client. OBJECTIVE: TO PROVIDE PROFESSIONAL CAREGIVING SERVICES AND IN ORDER TO PROVIDE THE CLIENT WITH THE ASSISTANCE THEY REQUIRE. General Companion Aid Duties
Provide companionship; including meaningful conversation and enjoyable activities
Assist with walking and light exercise
Make beds
Housekeeping to include all household duties
Laundry
Run errands
Provide incidental transportation using client or caregiver car
Nutrition
Plan, prepare and package (when specified) meals followed by clean up
Prepare meals so they are as appetizing and as nutritious as possible.
Assist to feed clients.
Communication
Communicate effectively with clients, family and visitors. This includes being polite and respectful to everyone who comes in contact with you.
Answer the phone clearly and politely stating your name and who you are and writing down messages promptly and accurately verifying with the caller that what you have written is accurate.
Dementia Care
Provide client with stimulating activities and social contact.
Use skills to provide positive re-direction for escalating agitation or aggression.
Provide patient support and assistance with all ADL’s. Infection Control
Prevent cross infection by using universal precautions and hand washing
Record mileage driven on behalf of the client via telephony
Report any significant client changes to the office immediately Qualifications
Ability to treat clients with dignity and respect
Ability to read and write English at an average adult level
Ability to speak English clearly, both in person and on the phone
Ability to drive or use public transportation to get to work
Ability to be flexible and adapt to new situations
Ability to think independently and be a team player. Keep a positive attitude about Comforts of Home – Care and fellow team members.
T-02 Certified Health Care Aide Job Description Effective Date: 28/10/10 Revision Date: 03/11/17 The Job Description for a Certified Health Care Aide outlines your primary responsibilities as a Health Care Aide in addition to the previously listed duties of a caregiver. This description is not meant to be an exhaustive list of services as the exact duties to be performed for each assignment will vary. Prior to beginning a new assignment Comforts of Home – Care will provide you with background information about your client and review any special needs of the client. OBJECTIVE: TO PROVIDE PROFESSIONAL HEALTH CARE AIDE DUTIES AND CAREGIVING SERVICES IN ORDER TO PROVIDE THE CLIENT WITH THE ASSISTANCE THEY REQUIRE. Personal Care
Clients are to be treated with dignity, respect and discretion whilst maintaining their confidentiality.
Ensure patients’ personal hygiene requirements are met. This will include assisting with washes, bed bathing, assisting clients to use the shower and bath, providing mouth care and cleaning dentures.
Promote continence by ensuring that clients’ toilet needs are met. This will include bedpans, emptying catheter bags and bowel and stoma care. Patients are to be helped to use the toilet or commode and the needs met for clients with incontinence.
Assess pressure areas and skin integrity and report any changes to the supervisor or family member.
Medication
Monitor to ensure that medications have been taken correctly.
In certain circumstances and under the guidance of the Palliative Program, it may be necessary to administer specific medications. Guidelines will be provided, and additional documentation will be required.
Moving and Handling
Adhere to the COHC instructions on body mechanics and transferring being careful not to lift dead weight or heavy objects.
Maintain the comfort of clients confined to bed or wheelchair by helping to reposition them as required.
Keep skills and training in Hoyer and Track Lift systems up-to-date. Documentation
Document in narrative style.
All written entries must be specific, clear, legible and signed.
In special circumstances such as Palliative Care situations there will be additional documentation for medication, bowel movements, feeding, etc. These care details will be provided on a client by client basis.
Other Requirements
Report any significant client changes to the office immediately. Qualifications
In addition to the qualifications of a Caregiver the Health Care Aide must provide an authentic document as proof of their certification.
T-03 Constant Care Job Description Effective Date: 01/10/14 Revision Date: 03/11/17 Constant caregivers care for Comforts of Home – Care (COHC) clients who need help to live independently. They provide care and supervision in the client’s residence and must reside in the client’s home during periods of work. The client is responsible to provide constant caregivers with their own rooms or places to sleep and three meals a day. The caregivers can leave personal belongings and freely use appliances and common things around the house. Constant caregivers are required to work 12 hours during the day according to the client’s schedule, taking breaks and rest periods when the client does not require help for four hours a day. It is necessary for the caregiver to have 8 hours of uninterrupted sleep at night. If the client is up regularly at night, that client is not suitable for the Constant Care shift. Constant Care Pay
• Constant caregivers are paid for 12 hours a day; 8 hours at minimum wage and 4 hours at
• If a caregiver works more than 12 hours in a day, the additional hours worked must be paid
at overtime, up to a maximum of 4 additional hours.
• If, by arrangement with a Comforts of Home – Care supervisor, the caregiver is not
required to perform duties for all or part of a day, regular wages are paid for time worked
if less than eight hours. If the caregiver works more than 8 hours under this arrangement,
regular wages are paid for the first 8 hours and the overtime rate for any additional hours.
If the Caregiver is woken at night, the time, the reason for the wake-up and duties performed must be documented. The caregiver receives one hour pay at time and a half of minimum wage each hour or portion he or she is awake due to client concerns at night. If two interruptions of sleep occur within the same hour, only one hour is paid. Periods of Rest According to Employment Standards, constant caregivers need to have at least 36 consecutive hours of rest each week where they are free from all work duties. With COHC, a full-time Constant Caregiver will receive a minimum of 48 consecutive hours of rest. Constant caregivers may agree to work during their rest period if requested to do so by COHC. The caregiver will receive either:
• Overtime wages for these hours (whether or not they are hours of overtime), or
• Regular wages for these hours and, within the next 8 weeks, lengthen one of the
caregiver’s rest periods by the number of hours worked.
Job Description and Expectations
The caregiver is accountable first to the Staff Coordinator, and also to the Client Care Coordinator who will stop in at the client’s home for regular spot checks.
The Constant caregiver will assist the client with all activities of daily living to help them live independently and give them an excellent quality of life. The caregiver needs to help the client be as independent and involved in their own care and activities as possible. The duties include:
• Personal care including bathing assistance, or stand by assist according to the client’s
ability
• Dressing - ensuring the client (or the family) is happy with how they look every day
• Help client with hair and nails so they look great and are well cared for.
• Ensure client eats a healthy diet – this includes ensuring appropriate groceries are in the
house, by either grocery shopping or making lists for family, menu planning according to
client’s tastes and preferences, and cooking.
• Provide companionship and assistance as necessary during meal times.
• Mobilizing – do not do things for the client they can do themselves, but actively encourage
them to do as much for themselves as possible within their abilities.
• Assist with physiotherapy exercises if the client has a specific list from a therapist
• Intentional engagement: spend any down time with client, up to 12 hours a day, helping
with small tasks, hobbies or interests to provide stimulation.
• Plan enjoyable events and outings and carry them out.
• Household management assistance:
o Keep the client’s home and belongings organized, tidy & in good repair.
o Provide housecleaning and laundry assistance.
o Assist with bill paying if necessary.
o Maintain repair of the home with calls made to appropriate trades with clearance
through the office.
• Follow additional personalized care plan activities for the client.
This position requires an individual who is highly accountable and communicative with the COHC office staff. At all times the Constant Caregiver must:
1. Maintain a respectful attitude towards client, family and staff members.
2. Document all activities of the day, including client’s abilities and disabilities or anything
unusual.
3. Observe and report any changes in the client’s physical condition to their supervisor.
4. Any problems or issues must be brought to the immediate attention of their supervisor.
5. Maintain the privacy, dignity and comfort of the client in their home by working discretely
in all interactions, in and outside the home.
6. Know & work within the policies and protocols of the home and family expectations.
The above guidelines create general directives for Constant Care shifts. Care and activities will vary according to the client’s individual needs and care plan.
Upon arrival at a client's residence, clock in using the Telephony phone system. Always read the documentation log. This keeps you up to date with any changes. Prioritize your duties for that day: Sit down with your clients and ask them what they would like done today.
• While in conversation with them pay close attention to: o their awareness o their mobility o their mood and or temperament
* Always tell your client what you are doing and why you are doing it. Ask permission to touch anything that you don't have previous permission to.
* Never open drawers or doors without permission *
• Do a quick “walk through” and make mental notes but also tidy up the easy tasks quickly. o BEDROOM
▪ make bed ▪ check for soiled clothing
o BATHROOM ▪ basic cleanliness ▪ water on the floor ▪ soured or soiled towels
o KITCHEN ▪ check fridge for spoiled or expired food / DISCARD IT ▪ check freezer for freezer burnt food
WHEN FINISHED CLEANING FRIDGE TAKE OUT THE GARBAGE * (Otherwise they may go back and pull it out)
▪ check dishes in cupboard for some that are not properly washed (their
eyesight may be such they cannot see that well) ▪ check dishwasher for clean dishes and put them away ▪ clean the counter ▪ check for soured dish clothes and put them in the laundry
o MEDICATIONS ▪ check for date purchased ▪ dosage amount ▪ pills remaining
▪ Do laundry if needed but make sure you only do what can be totally finished in your allotted time.
▪ Sometimes the clients may ask you to wash things by hand; just hang them in the bathroom over the tub.
o GROCERIES ▪ When grocery shopping is needed you should always write down the exact
product /name, size and substitute if product is unavailable. ▪ In front of your client you count the money given to you and write it down
on the grocery list. ▪ Upon your return, give the receipt and grocery list with items marked off
and the count the change for them. o EXERCISE
▪ Do an exercise regime with them; it's the best way of monitoring their range of motion and stability. Always encourage movement and mobility.
After you build a good rapport with your client, you can try to approach them on more personal matters such as the tidiness of the clothes closets. Cramped closets make it hard to take the clothes in and out.
IF YOU ARE AN HONEST AND MORAL PERSON, QUESTIONS FROM THE CLIENTS WILL NOT BE A PROBLEM OR OFFENDING TO YOU.
If it is important enough to share with the office, it is important enough to write in the log book.
Always check with COMFORTS OF HOME – CARE management if you are unsure as to whether or not a task can be performed. As a rule, unless otherwise indicated, we cannot do the following:
• HEAVY LIFTING: We can assist clients who use walkers or wheelchairs, but we cannot lift dead weight.
• MASSAGE: We can escort the client to a certified massage therapist or physical therapist.
• MEDICATIONS: We cannot administer medications. We can only remind them to take prescribed medications.
• NAIL TRIMMING OR HAIR CUTTING: We can escort the client to a manicurist or hair salon.
• SHAVING: We can help them shave with electric shavers. We cannot shave them with a bladed razor.
• MEDICAL EMERGENCIES: We can only call 911 and stabilize the surroundings to avoid further injury.
T-07 Hand Washing Effective Date: 11/03/09 Revision Date: 22/08/17 The purpose of this policy is to prevent the spread of communicable diseases for both caregiver and client.
1. Employees will wash their hands in the following situations:
a. After using the bathroom or assisting a client in using the bathroom.
b. Before handling food or cooking utensils (including preparing and serving food, or
feeding a client).
c. Before and after eating.
d. Before putting on gloves to conduct first aid or to clean up a body spill with visible
blood, and after completing first aid care or cleaning up a body fluid spill with
visible blood.
e. Before and after assisting a client with washing, grooming and dressing.
f. After handling items that may be soiled with body fluids or waste, such as blood,
drool, vomit, urine, stool, or discharge from the eyes and nose.
g. Before and after medication reminder.
h. After handling pets or other animals or cleaning up after them.
i. After cleaning activities such as scrubbing, sweeping, and making beds.
2. Employees will wash their hands in the following manner:
a. Remove jewelry such as rings.
b. Wet hands to the wrists.
c. Apply enough soap to cover all hand surfaces.
d. Work soap under the fingernails and around and between joints and fingers.
e. Rinse off every trace of lather with water.
f. Dry hands with a clean cloth or paper towel while taking special care to dry
thoroughly between the fingers.
g. Turn off the tap/spout with a paper towel or cloth.
3. Employees will advise and assist clients to wash their hands in the same situations and in
T-08 Critical Incident Reporting Effective Date: 01/06/12 Revision Date: 13/06/16 In the event a critical incident occurs while a caregiver is on shift, it is the caregiver’s duty to report this to the office as quickly as possible. Caregivers are expected to report an incident no later than 24 hours after the incident occurred. An incident is defined as, “Any out-of-the-ordinary occurrence that results in injury, property loss or damage, or use of physical force or restraint, involving employees, visitors, or individuals in your charge.” Manitoba legislation defines a critical incident in the following way:
An unintended event that occurs when health services are provided to an individual and results in a consequence to him or her that:
a. is serious and undesired, such as death, disability, injury or harm, unplanned admission to hospital or unusual extension of a hospital stay, and
b. does not result from the individual’s underlying health condition or from a risk inherent in providing health services.
Some examples of a critical incident might include: ▪ Fatality or death ▪ Critical injury ▪ Injury that requires medical attention ▪ Property damage ▪ Fire ▪ Medication error ▪ Elder Abuse ▪ Bitten by pet ▪ “Breakdowns’ in communication during transitions of care that result in serious harm
to the individual. ▪ Any other event that takes place causing physical or emotional distress
After an incident the caregiver is required to phone the office and speak to the staff coordinator assigned to the client. The caregiver will then need to come to the office. Together the caregiver and the staff coordinator will fill in a written Comforts of Home – Care incident report. The report will be signed by the caregiver. Upon completion of the report the Staff Coordinator and the Client Care Coordinator will determine an appropriate course of action.
It is our mission to have the best caregivers working for our company; therefore, it is your duty to
ensure you are providing high quality of care to our clients and providing exceptional customer
service to clients, their families, your fellow caregivers and the office staff.
Outlined above are our expectations for each caregiver who wants not only to be recognized as
‘the best’ but also to be a valued employee. Remember that being a caregiver involves being
honest, responsible and trustworthy. You must be dedicated to our clients and our organization
and you have a duty to represent us with pride and honor. We ask you to always keep in mind
your reputation as well as the reputation of Comforts of Home – Care depends on your actions
and achievements.
T-12 Client Care Plan Book Effective Date: 12/10/05 The Client Care Plan Book is a vital component of the care giving process. It is the foundation of all client-related information and communication and it is your reference in the event of emergency. Every client of Comforts of Home – Care will be provided with a Care Plan Book on his or her first day of service. It should always be kept in the same location.
*If it is lost or misplaced, you are expected to notify the COHC office immediately.* The Care Plan Book is for use with you and the client's family.
▪ You will review its contents on the first day with a new client as part of your familiarization routine.
▪ You will document in it every day you provide service.
▪ You will always keep the book in the same location.
This book represents our company as much as you do, and it contributes to the client's well being. The Care Plan Book contains 4 sections:
1. Emergency Procedures
2. The Care Plan
3. Assessment of the Client's Needs
4. Telephony Instructions and Documentation Log Sheets
T-13 Introduction to Emergency Procedures Effective Date: 28/11/08 The emergency procedures page is always the first page in the Care Plan Book. It is a step by step list of your responsibilities in the event your client suffers an emergency. You are expected to be familiar with the procedure, remain calm and stay with the client until emergency personnel place the client in an ambulance.
*If during an emergency you have any question about how to proceed, open the Care Plan Book, take a deep breath and follow the instructions.*
The emergency personnel will have some basic questions about your client: his/her name, age, a brief description of what happened, what time it happened, what medications he/she is taking and if you are aware of any allergies. They will ask if he/she has a "DNR" or Do Not Resuscitate order. Much of this information is provided in the Care Plan Book. If you don't know the answer to a question, say so. If your client takes a lot of medications, put them in a bag and give it to the paramedics to sort through, or give them the blister pack of medications. Stick to the relevant facts. For example, if the client choked on popcorn while watching TV, they don't care what show she was watching. If she fell, knocked a glass to the floor, had a seizure, and cut herself on the broken glass in the process, they may arrive after the seizure ends and simply see an unconscious woman bleeding on the floor. You need to say, “She fell and cut herself on glass during a seizure." If you are not sure what happened, describe the symptoms you observed, for instance, “She complained of an ache in her arm and then slumped forward. She hasn’t responded to me since”. The Emergency Contacts page contains family or other contact information. It is very important to keep this information current. If you hear anything from the client or a family member that suggests the contact information has changed for someone listed, ask for the new information to update the Contact Page. Please notify the office of any contact changes as well. T-16 Care Plan Effective Date: 12/10/05 Revision Date: 28/11/08 The Care Plan contains some basic information about the client including name, birth date, and address. It also outlines the specific services the client has requested, and the schedule agreed to between Comforts of Home – Care and the client. This document will be completed prior to placing the Care Plan Book in the client's home, but may not be current, as the Care Plan does change from time to time. The most updated information about the Client’s Care Plan can be found on eRSP.
T-18 Assessment Effective Date: 12/10/05 The Assessment is the document used by the company to report the client's current physical, behavioral, emotional and social conditions. It will inform you of what is "normal" for your client. You should review the assessment on your first day and refer to it if you notice anything in the client's behavior or routine that seems different from his usual behavior or activities. T-19 Documentation Log Effective Date: 12/10/05 Revision Date: 29/04/08 The documentation log serves three functions. First, it provides a centralized place for you to document what you do and what the client's day is like. Second, it serves as a place for you and the family to communicate with one another. Third, it allows you to communicate with other caregivers on the same assignment. You should take the first 5 minutes of each shift to check the log for messages from the family or other caregivers to you. If they want something special done, such as "pick up the bedspread from the dry cleaners", you will be able to work it into your day's schedule. If you don't check until the end of the shift, you won't get it done that day. Treat every message as time sensitive! Take the last 10 minutes of each shift to note in the log what tasks you performed such as making lunch, vacuuming the house, taking the client to the doctor's office, or playing a board game. When noting the client's meals, it is important to report what they ate and in what quantities. If the client is concerned about what day he is scheduled for his dental exam, leave a note clearly marked for the family member who checks in on him regularly to write it in the log. When writing in the log write the date and your initials in the appropriate column. Your notes should be neat, concise and single spaced. Do not leave any spaces between the last entry and the new entry. All entries should be in narrative form and chronological order. Anything very important can be emphasized in the margin such as last bowel movement, number of times up during the night and variation in medications. Please remember that detail is necessary. You and the family can watch for trends in changed behaviors and health such as headaches, decreased appetite or fatigue. These trends can signal serious health problems that are best caught early.
Check the log book for information upon arrival, and document in the log book before leaving.
amk Mrs. Butterworth is active this AM. . . ate 1 egg, 2 slices bacon, and a piece of dry toast. She really enjoyed her son’s visit today. I put the laundry in the wash. Would you please put it in the dryer when it’s done? I’ll fold the clothes in the morning. – Thanks! Ann
8/12/10
GT Hi Ann! Mrs. Butterworth and I chatted all evening! Played a
game of cribbage. She only wanted salad for dinner. Took her
meds on time and went to bed early with her crossword puzzle
book. I walked the dog at 9:00 pm. Laundry is dry and folded!
Ciao! -Gena
8/13/10 amk Mrs. Butterworth got up early and cheerful this AM but her hands seemed weak when she held her fork. She only ate 1/2 of her tuna sandwich and a few sips of water. We chatted while I did the dishes but then she went back to bed. I notified the office to call her family and physician. THANKS for folding the clothes, Gena! -Ann
8/13/10 Nora Hi girls, I put in a call to Dr. McCann today. He should call back this afternoon or evening. Mom says she just feels tired. She didn’t sleep well last night. Thanks for watching out for her. I’ll be out all day but you can reach me by cell phone @ 999-555-4444.
8/13/10 GT Doctor called today – wants the family and us to keep an eye
on the hand “weakness”. He has made an appointment for her
this Friday 8/16 at 9:30 am but if the problem becomes worse
or if she falls or her speech gets slurred or slow we need to call
Telephony Instructions Step 1 From the Client's telephone; call 1 (888) 624-0347.
Step 2 When prompted, enter your employee pin number 5 9 _ _ _ _ Wait for greeting.
Step 3 Input your work status:
Press 1, for arrival Press 2, for departing
Step 4 To enter mileage:
After pressing 2 to depart, Telephony will prompt you to enter mileage. To enter 11 kms, simply press 11. To enter 11.8 kms, round to 12 miles. If there is no mileage to report, simply press 2 for departing.
OR Clock-in/Clock-out with a Smartphone
1. With a Smartphone using data or Wi-Fi, login to eRSP using the browser on your phone.
2. Look for the current day’s assignment at the top showing the client’s name and schedule.
Click on that visit.
3. Make sure GPS is turned on. Note the button and an empty field to enter
distance.
4. Be sure you are ‘In Range.’ This shows you are at or close to client’s home. Click on Clock
In upon arrival and for departure.
5. Use the Distance field to record kilometers you are driving with or for the client.
** Failure to use the Telephony System correctly or report changes on the employment line may result in loss of pay.
If you have made an error in reporting, you must phone the employment line and leave a message.
For example, if you have forgotten to clock-in, do so asap! Then leave a message explaining why the clock-in was not on time.
1. Phone 989-3232
2. Press the # key to skip the employment message
3. State your name, client’s name, and leave your message.
4. Do not call the office number for these non-urgent calls.
T-24 Success Tips Effective Date: 12/10/05 Revision Date: 25/05/16 Caregivers come from a wide range of backgrounds and frequently caregivers consider their services common. The truth is only a select few individuals have the emotional strength and personal confidence necessary to be a caregiver. It is important you realize you are a professional and as such need to act in a professional manner. There are 3 professional behaviors that will promote your success as a caregiver and in all else that you pursue:
Punctuality Courtesy
Communication Punctuality is the key to making a good impression and building respect especially when working with seniors. They are a very time oriented generation. It is part of the formality they grew up with and is a common courtesy. Seniors view lateness as a sign of disrespect and laziness; so first and foremost, arrive on time! A good rule of thumb to live by is:
“If you're early, you're on time. If you're on time, you're late. And if you're late, they will think you're dead!”
It means if you're early, you took the time to prepare yourself, overcome any unforeseen obstacles along the way and arrive calm and ready to begin work in a professional manner without fuss. In short, your head is in the game as soon as you walk up to the client's door. If you're on time, you got there by the skin of your teeth or were lucky enough not to have any problems, but you walk in thinking, "I made it!" and you get your head in the game within a couple of minutes. If you arrive late, you failed to plan, failed to prepare and are so busy thinking up excuses that you don't get your mind on the job for some time, if at all. That means you do your job poorly and likely won't make the client happy regardless of how good a caregiver you are. Tip: When assigned to a new client it is a good idea to drive the route and locate the house before your scheduled introduction. Since you are not going up to the door you can take all the time you need to get lost, get found, check out alternative routes and no one will know. Then on the day of introduction, that stress will be eliminated.
Be consistently early to make a good impression. Courtesy is the language of respect, deference and civility. "Please", "Thank you", "You're welcome", "excuse me", "do you mind if I”, "allow me", "sir", "Ma'am", and many others are common courtesy phrases that have become truly uncommon in today's informal society, but they are cherished by seniors. Even if your client insists you use his or her first name it is very
important you do not forget to use these courtesy phrases. And SMILE! Without a smile, you may look disinterested or even angry. If you are not used to smiling, get used to it! It can mean the difference between a client trusting you and being afraid of you. Tip: When giving up an assignment or leaving your employment of Comforts of Home – Care please give the office two weeks of notice. We will find a replacement caregiver who can go to the client's house with you. This way you can introduce the new caregiver to your client and show your replacement how your client likes things done.
Smile and be polite to show respect for your elders. Clear and Open Communication is part of respect and courtesy. It is the only way we can be sure that everyone shares the same expectations. Communicate regularly with the office, other caregivers, family members and clients. Seniors tend to be modest and can feel self-conscious about their disabilities especially concerning personal care such as incontinence, bathing and dressing. Warm the bath water before undressing a senior to reduce the time they are exposed to the cold air. When you help a client get undressed for his bath, speak conversationally and let him know you are going to take off his shirt before you reach for the buttons. If your arrival schedule varies from day to day or if you share the job with another caregiver, be sure you remind your client what day and time she will see you again or who will be with her as you leave for the day. If her memory is poor, leave a note where she will find it, perhaps on the calendar or telephone. The client is one of many people relying on you for good communication. If the client's daughter tells you she's taking Mom out to lunch tomorrow and wants you to reschedule your shift, call the office. Tip: In case of emergency, always have change handy, enough for 2 phone calls, even if you have a cell phone. A toll-free number is free at a pay phone – the COHC office number is 1 (866) 949-3234. Unexpected things happen. Tires go flat, cell phone batteries run out of power, road maintenance slows traffic. If anything unusual comes up or if you have any questions, call the office. That's what the office staff is here for. Just like in school, the only dumb question is the one not asked. It's okay to have a question. . . we're here to help.
No one can read your mind - communicate in every way necessary.
T25 First Day with a Client Effective Date: 12/10/05 Revision Date: 25/10/16 First days are nerve wracking for many people. You want to be liked and you want to do a good
job. Like everything else, first days run more smoothly if you have a plan of action.
a. Introduce yourself. Let the client know you are there for her. Ask about her interests and
hobbies.
b. Review the Care Plan Book information.
c. Ask the client to help you develop a task schedule based on his normal routine. If he/she
likes to watch a specific TV show schedule vacuuming at a different time.
d. Make a list of her food preferences. You can also ask to see favorite recipes she would like
included in her meal plans.
e. Begin performing tasks as scheduled and do them her/his way.
Remember that part of your function is to help the senior stay active and involved. If he likes to
cook but his eyesight is failing, let him break up the lettuce for his salad. If she likes to garden but
her hands shake, help her plan her garden and let her teach you how to plant the seeds for her.
Find ways to allow your client the dignity of being involved. You will find that the companionship
of sharing tasks makes many seniors very happy and gives them a sense of purpose and a way to
be useful again.
Have a plan of action and improve the life of a senior!
