A Policies and Procedures Manual

Table of Contents

Section One:  Organization & Administration

Mission, Vision & Values………………………………………………..       1.10

Legal Structure & Governing Body…………………………………..       1.20

Organizational Structure…………………………………………………..       1.30

Service Areas………………………………………………………………….       1.40

Operating/Service Hours………………………………………………….       1.50

Staffing & Staff Structure…………………………………………………       1.60

Roles & Responsibilities of Manager/Administrator……………       1.70

Contracted Services…………………………………………………………       1.80

Display of Home Care/Business License……………………………       1.90

Certificates of Insurance…………………………………………………..       1.100

Office Building’s Compliance with Regulations…………………       1.110

Promoting Agency Services……………………………………………..       1.120

Record Management………………………………………………………..       1.130

Communication – Internal & External……………………………….       1.131

Compliance…………………………………………………………………….       1.140

Compliance with Federal Deficit Reduction & False Claims..       1.141

Compliance with Agency Policies & Procedures…………………       1.142

Electronic Visit Verification…………………………………………….       1.150

 

 

 

Section Two:  Scope of Services

Services Provided……………………………………………………………       2.10

Personal Care Services…………………………………………………….       2.10.10

Homemaker Services……………………………………………………….       2.10.20

Companion/ Sitter Services………………………………………………       2.10.30

Respite Services………………………………………………………………       2.10.40

Friendly Reassurance Services………………………………………….       2.10.50

Chore Services………………………………………………………………..       2.10.60

 

 

Section Three:  Service Delivery & Client Care

Service Delivery Process………………………………………………….       3.10

Provision of Information …………………………………………………       3.10.10

Assessing Client Needs……………………………………………………       3.10.20

Admittance & Re-Admittance of Clients……………………………       3.10.30

Referral of Individuals to Outside Resources………………………       3.10.31

Service Plan……………………………………………………………………       3.10.40

Service Agreement………………………………………………………….       3.10.50

Consent to Receive/Refuse Services………………………………….       3.10.60

Consent to Release Information………………………………………..       3.10.70

Monitoring & Follow-up………………………………………………….       3.10.80

Advance Directives…………………………………………………………       3.11

Death at Home………………………………………………………………..       3.12

In-home Orders……………………………………………………………….       3.13

Medication Management………………………………………………….       3.14

Client Notification of Change in Service……………………………       3.20

Termination or Transfer of Clients…………………………………….       3.30

Coordination of Client Care with Outside Resources…………..       3.31

Client/Consumer Protection……………………………………………..       3.40

Client/Consumer Rights…………………………………………………..       3.41

Client & Agency Responsibilities……………………………………..       3.42

Matching Clients & Home Care Workers…………………………..       3.50

Supervision of Services……………………………………………………       3.60

Entering Clients’ Homes………………………………………………….       3.70

Failure of Clients to Answer Door…………………………………….       3.80

Unstable Health Conditions………………………………………………       3.89

Client Emergencies………………………………………………………….       3.90

Adverse Weather Service Delivery……………………………………       3.100

Client Service Certification………………………………………………       3.120

Transporting Clients in Private Vehicles…………………………….       3.130

Managing Client Finances & Property ………………………………       3.140

Assuming Legal Responsibility for Clients…………………………       3.141

Exploitation of Client’s Finances & Property……………………..      3.150

Client Abuse…………………………………………………………………..       3.160

Gifts, Gratuities & Business Courtesies………………………………       3.170

Confidentiality & Privacy of Client Information…………………      3.180

Client Satisfaction Review……………………………………………….       3.190

Client Complaints/Grievances………………………………………….       3.200

Documentation & Client Records …………………………………….       3.210

Records Kept in Clients’ Homes……………………………………….       3.210.10

Safeguarding Client Records…………………………………………….       3.210.20

Retention & Destruction of Client Records………………………..       3.210.30

Client Access to Information…………………………………………….       3.210.40

Communicating With People With Disabilities…………………..       3.220

Restraint & Seclusion Measures………………………………………..       3.230

 

 

Section Four:  Human Resources

Recruiting, Hiring & Rostering…………………………………………       4.10

Pre-Employment Background Checks……………………………….       4.20

Criminal Background & Sexual Offender Investigations……..       4.21

Child Abuse Clearance…………………………………………………….       4.22

Reporting Child Abuse…………………………………………………….       4.22.10

Provisional Hiring…………………………………………………………..       4.23

Adverse Actions……………………………………………………………..       4.24

Licensure, Certification & Registration……………………………..       4.30

Personnel Qualifications…………………………………………………..       4.31

Job Descriptions……………………………………………………………..       4.40

Classification of Workers…………………………………………………       4.41

Training & Development………………………………………………….       4.50

Orientation……………………………………………………………………..       4.50.10

Personal Care Provider Training……………………………………….       4.50.20

Homemaker Training……………………………………………………….       4.50.30

Companion/Sitter Training……………………………………………….       4.50.40

Annual Training………………………………………………………………       4.50.50

Staff Record of Training…………………………………………………..       4.50.60

Competency Validations & Evaluations…………………………….       4.60

Probation………………………………………………………………………..       4.70

Performance Appraisals……………………………………………………       4.80

Human Rights…………………………………………………………………       4.90

Equal Opportunity…………………………………………………………..       4.100

Sexual Harassment………………………………………………………….       4.110

Cultural Diversity……………………………………………………………       4.120

Standards of Conduct & Work Ethics………………………………..       4.130

Conflict of Interest…………………………………………………………..       4.140

Solicitation and Distribution…………………………………………….       4.141

Employee Benefits & Compensation…………………………………       4.150

Employee Breaks…………………………………………………………….       4.160

Overtime………………………………………………………………………..       4.170

Statutory Holidays…………………………………………………………..       4.171

Paid Leave……………………………………………………………………..       4.172

Unpaid Leave………………………………………………………………….       4.173

Dress Code……………………………………………………………………..       4.180

Employee Identification Badge…………………………………………       4.181

Privately-Owned & Agency Vehicles………………………………..       4.190

Drugs & Alcohol Usage…………………………………………………..       4.200

Secondary Employment……………………………………………………       4.210

Disciplinary Action…………………………………………………………       4.220

Termination of Employment…………………………………………….       4.230

Grievances/Complaints…………………………………………………….       4.240

Personnel Records…………………………………………………………..       4.250

Confidentiality of Personnel Records…………………………………       4.250.10

Employee Medical Files…………………………………………………..       4.260

Non-Disclosure of Information…………………………………………       4.270

Seniority and Promotion…………………………………………………..       4.280

Media Inquiries……………………………………………………………….       4.290

Breast Feeding………………………………………………………………..       4.300

Agency Property……………………………………………………………..       4.310

Automation Systems………………………………………………………..       4.310.10

Social Media…………………………………………………………………..       4.310.20

Employee Personal Property…………………………………………….       4.320

 

 

Section Five:  Health & Safety

General Health and Safety………………………………………………..       5.09

Employee Personal Safety………………………………………………..       5.10

Home Environment Safety……………………………………………….       5.20

Hazardous Household Materials………………………………………..       5.20.10

Oxygen Therapy……………………………………………………………..       5.20.20

Violence & Threats of Violence………………………………………..       5.30

Threats   ………………………………………………………………………..       5.30.10

Assaults  ………………………………………………………………………..       5.30.20

Weapons ………………………………………………………………………..       5.30.30

Bomb Threats…………………………………………………………………       5.30.40

Hostage Situations…………………………………………………………..       5.30.50

Suicide Situations……………………………………………………………       5.30.60

Emergency Preparedness………………………………………………….       5.40

Fire         ………………………………………………………………………..       5.40.10

Earthquake……………………………………………………………………..       5.40.20

Hurricane……………………………………………………………………….       5.40.30

Tornado  ………………………………………………………………………..       5.40.40

Tsunami  ………………………………………………………………………..       5.40.41

Power Outages………………………………………………………………..       5.40.50

Chemical Spills……………………………………………………………….       5.40.60

Infection Control…………………………………………………………….       5.50

Tuberculosis Control……………………………………………………….       5.50.10

Blood-borne Diseases………………………………………………………       5.60

Exposure Control Plan for Blood-borne Diseases………………..       5.60.10

Reporting & Recording Exposure

to Blood-borne Diseases………………………………………………….       5.60.20

Universal Precautions………………………………………………………..       5.70

Personal Protective Equipment…………………………………………….       5.70.10

PPE – Gloves………………………………………………………………       5.70.20

PPE – Gowns & Aprons……………………………………………….       5.70.30

PPE – Masks & Protective Goggles……………………………….       5.70.40

Hand Washing………………………………………………………………..       5.70.50

Sharp Objects………………………………………………………………….       5.70.60

Handling & Transporting Specimens…………………………………       5.70.70

Laundry………………………………………………………………………….       5.70.80

Blood & Body Substance Spills………………………………………..       5.70.90

Household Wastes…………………………………………………………..       5.70.100

Aseptic Techniques…………………………………………………………       5.80

Care & Handling of Equipment…………………………………………       5.90

Care of Urinary Catheters…………………………………………………       5.100

Hygienic Measures in the Home……………………………………….       5.110

Food Safety…………………………………………………………………….       5.120

Infectious/Communicable Diseases in the Community………..       5.130

Employees with Infectious/Communicable Diseases……………       5.140

Clients with Infectious/Communicable Diseases…………………       5.150

Smoking ………………………………………………………………………..       5.159

Pregnant Employees………………………………………………………..       5.160

Immunizations………………………………………………………………..       5.170

Incident Reporting…………………………………………………………..       5.180

 

 

Section Six:  Financial Management

Financial Management System…………………………………………       6.10

Service Fees/Rates…………………………………………………………..       6.20

Cash Disbursements………………………………………………………..       6.30

Cash Receipts…………………………………………………………………       6.40

Billings & Receivables…………………………………………………….       6.50

Payroll    ………………………………………………………………………..       6.60

Bank Reconciliations……………………………………………………….       6.70

 

 

Section Seven:  Quality & Risk Management

Continuous Quality Improvement……………………………………..       7.10

Continuous Risk Management………………………………………….       7.20

Annual & Quarterly Quality Improvement Evaluations……….       7.30

Red Flag Rule…………………………………………………………………       7.40

Securing Electronic Devices & Confidential Data……………….       7.50

 

 

Section Eight:  Forms (Listed Alphabetically):

Advance Directives Information Sheet – CAD

Advance Directives Information Sheet – U.S.

Adverse Action Disclosure

Pre-Adverse Action Disclosure

Agency & Independent Contractor Agreement

Assessment:  Nursing

Assessment:  Personal Care

Bomb Threat Checklist

Care Plan/Service Plan  (also includes Assessment)

Candidate’s Consent to Release Child Abuse Report to Agency.

Client’s Consent for Referral & Release of Information

Client Satisfaction with Implemented Services

Client Service Certification Record

Communicating With Clients with Disabilities

Competency Test – Written Questions

Competency Test – Answers & Composition

Competency Test – Practical Skills for Care Aides

Complaint/Grievance

Compliancy Agreement – Policies & Procedures

Confidentiality/Non-Disclosure of Information Statement

Conflict of Interest Statement

Consent for Child Abuse Clearance Check

Consent to Release Child Abuse Clearance Report

Customer Service Satisfaction Survey

Declination of Influenza Vaccination

Discharge/Transfer:  Client Notification

Discharge/Transfer Summary

Emergency Preparedness Plan

Employee Orientation Checklist

Employee Performance Appraisal

Employee Time Sheet

Employer & Employee Agreement

Employment Candidate Interview

Financial Transactions Record

Field Supervision Review  (Reviews both client & worker)

Flow Sheet

Home Safety Checklist

Incident Report – General

Incident Report – Medications

Incident Report – Post Exposure to Blood-borne Diseases

Incident Report – Post Exposure to Tuberculosis

Incident Reporting Log

Identity Theft Prevention Program & Addendums

Job Description  —  Home Care Aide

Job Description  —  Home Care Companion

Job Description  —  Home Care Manager/Administrator

Job Description  —  Home Care Personal Care Attendant

Job Description  —  Home Care Supervisor

Job Description —   Home Care Registered Nurse

Job Description —   Live-In Care Aide

Medication Administration Record

Mission, Vision & Value Statement

Notification of Direct Care Worker Status – Agency Employee

Notification of Direct Care Worker Status – Non-Agency Employee

Organizational Chart

Personal/Private Vehicle Mileage Sheet

Pre-employment Background Check

Progress Notes

Reference Checks

Request or Decline a Hepatitis B Vaccine

Rights & Responsibilities of Client & Agency

Service Agreement

Service Information Handout for Clients/Consumers

Staff Record of Training

Standards of Conduct

Transportation Liability Waiver

 

 

 

Section Nine:  Index

          All policies, procedures & forms are listed categorically & alphabetically.