Employee Handbook
Being Successful at Home Instead
Susan Witting
Owner
Welcome to Home Instead Senior Care! We are the world's largest and most trusted provider of in-home care for seniors.
Our Omaha based company has been providing services to clients since 1994 and employs over 100,000 CAREGivers globally and has over 1500 offices across the globe.
At Home Instead we are a diverse group of people with different jobs and backgrounds. Yet we are drawn together with one common goal: to enhance the lives of seniors and their families by living, every day, our motto: “The care they need; in the home they love".
We believe our greatest asset is our team, and our success comes in part from hiring the best! You have joined a group of the most dedicated, caring, and compassionate people in the community.
Without you, there would be no customers. Without customers, there would be no business. That is our “circle of life”.
A Warm Welcome,
Susan
Our Team
Susan
Olga
Client Care, Scheduling
Linda
Recruiting
Madeline
RN
Ricardo
Shauna
General Manager/Executive Director
CAREGiver Professionals
Personal Care Services to Clients
Our Services
We provide personal care for seniors and others who prefer to remain at home, sheltered from susceptibility to unknown elements such as disease and viruses.
They have chosen to remove themselves from higher risk living conditions, such as in "facilities".
Personal Care, Respite, Hospice
We provide support for ADL's (activities of daily living), such as bathing, toileting, personal hygiene, dressing, and grooming. We provide relief for family caregivers, and we support Hospice clients who are at end of life.
Socialization
Accompany to special event, bingo, festivals, scenic drives, lunch with friends, theater shows.
Meals and Nutrition
We help with menu planning, meal preparation, grocery shopping, and special diets.
Appointments
We accompany clients to doctor appointments, shopping, hairdresser, religious services, family events, and therapy sessions.
Senior Statistics
5%
Top Concern
65.7 million
20%
Client Care and Confidentiality
Office Hours &
After Hours Support
Office hours: 8:30 a.m. to 4:30 Monday through Friday.
NOTE: After these hours, the phones switch over to "AFTER HOURS" phones.
Choosing Option 1 - message is answered next business day (Mon-Fri)
Choosing Option 3 - Emergency - you need to speak with an office team member ASAP
CAREgiver supervisors (our RN's), and office mgt. are available 24x7 (including after hours) by calling the Office.
Our office and after hours or emergency telephone number are the same:
Reasons to Call After Hours
- You can't make your shift
- You arrive at your client’s home and no one answers the door (do not go home)
- You will be clocking in after shift start time
- If it is a 911 emergency; call 911, then contact the office
- There is significant change (decline) in your client’s condition
- You cannot clock in/out through WellSky APP
Your Schedule
Call the office every 2 weeks to reconfirm your availability.
The more hours you are available to work, the more you can earn in your regular pay plus eligibility for bonus programs based on your performance.
Availability Requirements:
We require you maintain your stated "availability", as during the interview process, for your first 90 days. We do this because the scheduling team has already started to rearrange client schedules to fit you in.
We cannot work efficiently if caregivers continuously change their availability.
We ask you help the office with emergency shifts and holiday coverage
Please Remember:
We cannot guarantee any number of work hours per week, but we make it a priority to try and meet your availability schedule.
All assignments are made through the office without exception.
If you need to alter your schedule, you must notify the office. If a client requests a schedule change, the client must contact the office
Your Pay
Components of Your Pay
The company may offer various incentives in addition to your base pay and benefits.
One is our "Reliability & Safety Bonus Program" which pays bonuses throughout the year to our most reliable and highest performing caregivers.
In order to be eligible employees must meet the requirements of 6 months employment, maintained your availability, and being "in good standing" which includes, but is not limited, to the following performance standards:
- followed all company policies which includes adhering to appearance/dress code and "no cell phone" usage policy,
- received very positive feedback from all clients,
- clocked in/out on time,
- took all required training immediately when asked,
- kept your credentials up to date, attend required meetings: without having the office team repeatedly having to follow up
Simply put:
work the schedule you agreed to upon hire, follow the company policies,
go above and beyond for your clients.
These are signs of a responsible "top tier" employee.
Programs may change or be increased at any time at the discretion of the company based on business or market factors.
Twice per month and it's by direct deposit
You get paid the 10th and 25th each month.
Pay Date of 10th: Pays for all shifts you worked for the prior month from the 16th thru end of that month.
Pay Date of the 25th: Pays for all shifts you worked from the 1-15th of the current month.
Example:
February 10th pay date pays for shifts from Jan 16-31.
Feb 25 pay date pays for shifts Feb 1-15.
Our workweek is 12:00am Sunday through 11:59pm Saturday. Overtime is calculated for all hours worked during these days.
Report to Duty Pay and Office On-Call
Cancelled Shift and Reporting to Work Pay:
Any CAREGiver who reports for a shift and, due to some emergency the shift is cancelled, will be paid 2 hours "report to duty pay".
Example: you arrive at client's home and client decides to cancel the shift at the last minute and you have already arrived.
Office Staff:
Any office employee who performs “on call office duties” will be paid $25 per shift.
Non exempt staff are paid caregiving wage when working shifts; exempt are paid regular weekly salary with no additional pay for shift work.
*These policies can change at any time per company discretion based on business need.
We have many different roles in the company
Overtime: If you are in a non-exempt position and paid hourly, we pay OT at 1.5x your "blended average" pay for that week. This pertains to all CAREGivers.
No "double-dipping": If your OT hours fall on a holiday, you will be paid 1.5x OT pay (note: you will not be paid a "double dip" meaning both OT AND holiday pay).
If your role qualifies as exempt (some of our Administrative/Office staff roles may qualify), you are not eligible for over per federal wage laws; your salary covers whatever hours are required to get your job done which may include weekends or evenings. See your supervisor for details on the FLSA federal requirements for role classification.
Approved absences, holidays and vacation time as well as paid leave of absences (including but not limited to personal leave, FMLA and Military leave) are not counted as “time worked” for the purposes of computing overtime.
Traveling from one shift to another
If you have multiple shifts in one day, we pay you for travel time between these shifts at minimum wage rates if the “gap” time between shifts does not allow you to engage in activities of your own choosing. This is calculated at less than one hour .
This does not include traveling to the first, or from the last, client location.
Take yours when they take theirs
It's like doctors who are performing surgery - you can't leave the patient while you go for coffee.
It’s the nature of CAREGiving that when on assignment, you cannot leave your client alone to take breaks, so you will need to work these into your shift.
We suggest eating when your client eats if feasible. Please bring your own meals to shifts - always.
All required training is always paid!
We compensate you for any Agency required training. Training wage is paid at the current State of Florida rate for minimum wage.
Your Benefits
$300 Per Referral!
Candidate Referral Program: Refer a candidate who is hired, and once they complete 160 hours of work you receive $300 within the month following.
$300 Referral Bonus!
Refer a client whose billable service hours reach 200 and you receive $300 the month following.
Time Off Policy
Time Off is a benefit given at company discretion.
Paid time off accrual is based on a formula using “regular hours worked" and can be taken for vacation, sickness, or other reasons.
Process:
1. Complete the time off request on your payroll App giving a min. of 3 weeks' notice.
2. The scheduling team must be able to find a replacement in order to grant your time off
3. Approval or Denial will be sent via email to you.
We do all we can to approve time off, but this is not always possible.
Eligibility
- You may request time off only after completing (6) months of successful employment
- Any time off "bank" will be applied to any time off request (paid or unpaid)
- Must be an active employee in “good standing”
- Have all required documentation in compliance (ie, current CPR, auto ins, etc)
- Must have worked in the past 30 days
- Any time off "bank" is not paid out upon termination of employment and does not carry over from year to year
- You may not take time off during a "working resignation period" (i.e. during a notice to terminate).
MDNow Emergency Centers
We offer all employees the opportunity to participate in a direct care program through MDNow Emergency Centers. HR can provide you additional information.
Get Extra $$ For Working Holidays
The Company recognizes the following paid holidays.
Salaried office staff employees are paid regular pay.
Hourly paid caregivers are paid 1.5x pay if they work these holidays.
OT hours are not doubled up with holiday pay; it's one or the other.
ANY employee must be actively working and have completed their initial 90 days of employment and must be in good standing in order to take time off.
New Year’s Day New Years Eve Day
Easter Sunday Memorial Day
Independence Day Labor Day
Thanksgiving Day Christmas Day
Christmas Eve Day
If any of the above holidays falls on a Saturday or Sunday, the Company may choose to recognize the holiday on the Friday before (or Monday following) the holiday.
*Salaried employees may be given a "comp day" - scheduled off work for another day with pay in lieu at company discretion if they are required to work the holiday.
Expense Reimbursements
Claim Expenses on your Wellsky App
When clocking out, simply add the expense on the designated section. Take a photo of the receipt and email to: Boca.Office@homeinstead.com
The agency will also pay for your Level II, CPR and Badge renewal if you have passed your initial 90 days of employment and are in "good standing" in terms of your performance.
It is your responsibility to manage the expiration dates of these, and call HR when it's time to renew - they will provide instructions on how to renew the credentials.
Log mileage when clocking out on Wellsky APP
When you drive YOUR vehicle transporting the client, we reimburse at the current federal mileage reimbursement rate. It’s a requirement of employment that you maintain a valid drivers license and insurance listing you as a covered driver.
You log your mileage on your Wellsky APP where indicated, when clocking out.
Calling out sick?
You will need to provide us a doctor's note excusing your absence.
If you are out sick or taking vacation, your absence will be deducted from any accrued time off you may have in your bank. You must complete a time off request through your payroll APP.
If an employee is on an extended leave, paid time off does NOT continue to accrue (as this is “unworked” time).
Because business operations sometimes require vacant positions be filled, a personal leave does not guarantee your job will be available when you return. We will try our best to find a similar role however.
A fitness-for-duty certification (doctor's note) will be required if you call out sick. You must email this to Boca.Office@homeinsteasd.com before you are able to return to work.
Any on-the-job injuries which lead to an absence will require the employee to maintain telephone contact with our office at least 1x per week (not email, text); failure may affect your employment.
If you are full time, when you are on leave you’re not eligible for paid holidays. Please do not work for any other company during your leave, this is prohibited.
We evaluate and approve each case on its individual merit because everyone's situation is unique.
Bereavement: Should you have a death in your immediate family, and need to attend to the funeral, call the office for instructions. You will be required to provide the office with official documentation of the death.
If you are within your initial 6 months, there is no paid time off for bereavement.
DRESS CODE
We are very aware of what our client's think about our caregiving staff and the way they look.
Research has shown caregivers who are conservatively dressed in appearance are more successful and respected.
"We dress for our client's confidence...not our convenience."
Dress Code:
Wear your Home Instead Polo shirt, tan/khaki (navy or black) pants and your Home Instead ID badge
No/No's:
-strong perfumes/lotions
-tie back long hair
-short, clean fingernails.
No acrylic/gel/stick on nails
as they breed germs
-odor of smoke and no smoking/vaping
-make-up must be natural appearance/used sparingly
-no long false eye lashes (save those for date-night, not work)
Not allowed
- flip-flops,
- no hats/headwear,
- leggings,
- yoga, sweatpants
- tight-fitting clothing (material should move freely across the body).
- denim of any kind
nose, eyebrow rings or multiple earrings (safety hazard)
Yes:
-proper bathing, oral care and use of deodorant are essential
-low-heeled shoes, athletic shoes, or stable dress shoes
-clean pressed clothes
Got a Brilliant Idea?
Tell us and if we can make it work, we will reward you with fun stuff!
Attendance
Be Reliable in order to remain employed
Generally, any absences or tardiness which become a pattern and adversely impact the business operations can be grounds for disciplinary action. These include:
- Tardiness
- Declined shifts within your availability
- Repeated missed clock in/outs
- Absences directly before or after weekends and holidays
Strict Policy on Call-Outs
We have seen responsible and irresponsible employees over the years and have heard every excuse (how many times can someone's Grandmother die?).
Because of the unfortunte reputation in the industry of caregiving, we will require legitimate documentation verifying any call-out. Any unverified call-out will lead to immediate termination.
Dr Appts: Must be scheduled around your work shifts. In emergency situations, call the office and you may be granted up to 2-3 hours for a visit, however you must resume your shift that same day.
Sick: You must call the office 12-24 hours prior to your shift start time and speak with someone. You may not leave a message, email or text; your family may not call for you.
Safety
- All employees must follow safety protocols and use common sense. No lifting over 25 lbs. If you don’t follow policy and you get hurt, it could affect your employment.
- Don’t bring firearms and weapons on client/company property even if you are licensed to do so. This does not extend to a lawfully owned, concealed firearm stored out of sight and locked in your personal vehicle.
- If you get hurt on the job, call us asap. Employees must then complete a Notice of Injury Form within 24 hours by calling our office at 561.409.5980.
- Please, if you need medical attention, seek it.
Drug and Alcohol Policy
01
Zero Tolerance
We have a zero tolerance policy for the sale/transfer/use/abuse of drugs or alcohol during a work shift, including being under the influence.
WE RANDOMLY DRUG TEST.
02
Therapeutic Drugs
We follow the federal guidelines for therapeutic drugs (ex: medical marijuana) and the use of these are prohibited.
03
Off The Job Drug Use
Off the job activities or convictions for illegal drug use, and drugs/alcohol use which results in excessive absenteeism or tardiness, or is the cause of poor performance and bad judgement will cost you your job.
04
No Silence
If you suspect an employee is violating this policy report it. A client’s safety may be at risk..
Transporting a Client - you
always
must be the driver!
Advise clients you
cannot
be a passenger (due to agency insurance regulations)
Your Vehicle
- Maintain valid driver's license and automobile insurance
- Keep it clean and fresh smelling; disinfect your vehicle
Client’s Vehicle - if you are driving their car
- Check for current insurance certificate
- Walk around car before driving it to check for prior damage
Important Details:
-In an accident? Your own personal auto coverage will be primary, the Company’s will be secondary. In Florida, the "insurance policy follows the owner of the vehicle".
-Report any traffic violations and offenses immediately to our office.
-Our agency runs daily DMV checks on all employees
Other Stuff
Gifts From a Client
No accepting gifts unless you get a signed Client Security Release Form from the office staff with full authorization signatures.
Bad Weather
Annually we have a Hurricane Preparedness Meeting with all employees where we review our emergency management plan and your responsibilities.
In such emergencies, we will need to contact you via cell/text/emails and you are expected to check our Employee Website Portal for critical messages.
As a health care employee, be prepared to work extra hours during an emergency - even if your client does not need help, as others may need your help.
Please see the Company’s Emergency Management Plan for more information.
Don't Give Out Your Personal Phone Number
Client's will ask you for your cell phone; do not give this out. It's a violation of our Agency policy.
Kindly inform the client of our policy; if they have questions they should call the office.
Company Systems & Property
Our office equipment/supplies are for business use only. Don’t use them for personal use.
On the job: personal internet usage, cell phone use, etc. must be limited to lunch breaks unless a true emergency.
Social Media at Work
Don’t post anything about a client or Home Instead online - it violates federal HIPPA laws.
You may post positive comments about Home Instead Senior Care. You may not post negative comments which can be construed by law as “slander”, and the Company Owner takes this very seriously.
Don’t share or distribute our company materials such as handbooks, policies, etc. – it affects our competitive advantage and our Attorneys hate that.
Florida Abuse Hotline
Anyone can report suspected cases of abuse (for seniors/elderly and others). There is a booklet available for all CAREGivers and clients - ask the office team.
Contact the Office if you suspect abuse.
The hotline:
Tele: 561-409-5980.ABUSE (or 800.962.2873 )
Fax: 561-409-5980
Website: http://www.dcf.state.fl.abuse/report/index.asp
Client's Remember Your Conversations (make them happy ones)
“Mr Benson, let me tell you about something special that happened with my granddaughter".
Mr. Benson, tell me about your favorite memories of your kids".
How is my family? Oh you know Mr. Benson, every family has its challenges. But we should count our blessings that we have families!”
"Mr. Benson, I'm so happy to see you. I had the best weekend! Let's have some coffee and I'll tell you all about it.”
Not UnHappy Ones
“My husband is cheating on me, I'm kicking him out this weekend”
”Mr. Benson, I don't feel like talking today. I have a lot on my mind".
"How is my family? Well my son was caught with drugs, and my 16 year old daughter is pregnant.”
“Mr. Benson, I don't have the money to pay my rent. I don't know what I'm going to do.”
Your Responsibilities With Your Clients
Read the client profile and care plan prior to arriving for your shift. Dr appt's and such may be added daily.
Check your smart phone regularly ; your client's schedule can change suddenly, and messages will be sent to your email and text.
Return messages by contacting the office via phone call within 1 HOUR of receiving a message. If unable, you must call the office at some point that day, even after hours.
Falls/accidents of any nature (yours or the client) must be reported to the office immediately when they occur. State Health Dept requires this, as do we.
Never leave your client alone, even if the "oncoming" caregiver has not arrived.
When At Your Client's Home
No Cell Phone or EarBud Use
While the client is awake, no playing on your phone.
No earphones - you can't hear them fall or cry for help.
Use Client's Last Name
How about some lunch, Mrs. Doubtfire?
25lb Lifting Weight Limit
If your client is this big, you may pick her up off the floor. If not, you need to get help. The Palm Beach County NON EMERGENCY # is: 561.688.3400
Timekeeping
Use the WellSky APP for clocking in/out. If you experience problems with the APP:
- connect to your client's WiFi to get a strong signal on your phone
- log out and back into App (with your email and password)
- Still having problems? Call the office
Clocking In/Out:
1.You must clock in and out when you are in “sight” of the client (ie., not from the parking lot)
2. You cannot clock in earlier than 7 min. before shift start time. The system will tag you as late if you clock in 1 min. after shift start time and the office staff gets alerted.
3. Don’t falsify timekeeping or care log records; it’s grounds for termination and considered theft and will be handled as such.
Exempt office employees: ("exempt" means exempt from overtime)
Office/exempt employees are paid a flat amount per week , regardless of hours worked (unless working less than 5 hours in a day, then it is considered 1/2 day); except for deductions such as vacation or sick leave.
You're not a fit for the job, or job is not a fit for you...
DISCIPLINARY POLICY
It is your responsibility to be a reliable employee and to follow guidelines and policies.
We employ mature, responsible Office staff and CAREGivers; we assume you will always perform at your best.
However in the slight chance an employee disregards the well-being of our clients, other coworkers, or our Agency or is incapable of performing job duties, we will not hesitate to address the unacceptable behavior immediately.
If it is an honest mistake, we will kindly bring it to your attention. If it is a blatant or repeated disregard for company policy, it may lead to your termination which is reported to State of Florida Health Department.
Employee Handbook - Website Portal
www.homeinsteadpalmbeach.com
User ID: (your personal email)
Password: Delray@123
WellSky
Personal Care APP
UserID: (your personal email)
Pass: Delray@123
Legally Speaking
-
Equal Employment OpportunityList Item 1
Opportunities are available to all regardless of age, race, sex, religion, national origin, marital status, color, pregnancy, disability, sexual orientation, gender identify, and any other status protected by applicable law. Plainly put we don’t discriminate, nor do we tolerate those who do. If you have a known disability, let us know. If possible, we will try to make accommodations.
-
Anti-Harassment PolicyList Item 2
We prohibit any unwelcomed harassment from any individual (including a client, employee, supplier). This includes but is not limited to sexual or other forms of harassment (defined as unwelcomed remarks or advances, requests for sexual favors or other verbal or physical conduct of a sexual nature. This also includes any threat of retaliation. In addition, terminated employees who contact a prior client for any reason will be in violation of this policy and will face legal action. If you feel you have been harassed, we will confidentially investigate without retaliation; so contact your Supervisor, Human Resources Manager, or the Owner of the agency.
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No Distribution/No SolicitationList Item 3
Do not distribute or solicit (ask) clients or employees to buy stuff you are selling, including literature or memberships to organizations.
-
Confidentiality, Non-Competition, and Non-Solicitation AgreementList Item 4
You signed an agreement upon hire to keep all company information confidential, please do so. It’s a condition of employment.
-
Consent to Monitor Phone Calls at Work
We may record phone calls for purposes of training and improving service, so keep it clean and professional.
-
Mediation and Dispute Resolution
By accepting employment you agree any dispute resulting from your employment will be resolved through Mediation, using a certified Mediator.
Details on this process can be obtained from the office staff. -
WellSky/ClearCare Technology System
For CAREGivers, your main technology system you will work with is WellSky Personal APP (also referred to within the APP as "ClearCare"). This system manages your scheduling, clock in/clock outs, and client assignments (referred to as Client Assessment or Care Plans).
Franchise Relationship with Home Instead
You are employed by an independently owned and operated franchise office called SSMW, LLC, who provides non-medical services under a federally registered service mark, Home Instead®.
For the purpose of this document your employer, SSMW, LLC will be referred to as “The Company”, “us” or “we”.
And a Word From Our Legal Team...
This handbook is not a contract; it simply gives an overview of our most common office policies and practices. These can and will be changed over time in order for us to provide exceptional customer service. If you have any questions, ask your supervisor.
All employment relationships with the Company are on an at-will basis. No employee of the Company has the authority to enter into any agreement contrary to this policy.
You have signed a document acknowledging the review of this handbook, it's contents and other company policies and procedures which have been discussed with you and allowing you ample opportunity to ask questions if needed.