Policy_and_Procedure_Manual_2022.txt

Policy & Procedure Manual

Table of Contents

I. INTRODUCTION 

A. WELCOME STATEMENT

Home Care Assistance of Calgary was founded on the principle of doing business in an honest, ethical manner.  We are committed to the highest standards of business conduct.  We believe that our success depends on our commitment to integrity and quality in everything we do. 

Every employee has an essential role in our operations, and we value the abilities, experience and background that you bring with you to Home Care Assistance of Calgary. It is our Employees who provide excellent services that help our clients to thrive and maintain independence in their own homes.

Home Care Assistance of Calgary management intends to provide you with all the support and resources you need to perform your job effectively. If, at any time, you need assistance or guidance, please do not hesitate to ask your supervisor or any member of our management team. We are here to help you perform to the best of your abilities. 

Each of us is responsible for upholding Home Care Assistance of Calgary's reputation for excellence in client care and continuing to meet the high standards that have made Home Care Assistance of Calgary a leading provider of home care.  We expect you to give Home Care Assistance of Calgary your best efforts at all times, and to always act with integrity and professionalism. 

B. DESCRIPTION OF POLICY MANUAL

This Policy & Procedure Manual contains information about the employment policies and practices of Home Care Assistance of Calgary (herein “HCA”). We expect each Employee to read this carefully as it is a valuable reference for understanding your responsibilities as an HCA employee. You will be allowed to discuss and carefully review this Policy & Procedure Manual with your Supervisor. This Policy & Procedure Manual supersedes all previously issued Policy & Procedure Manuals and inconsistent verbal or written policy statements.

Except for the policy of at-will employment, which can only be changed by an officer of HCA in writing, HCA reserves the right to revise, delete and add to the provisions of this Policy & Procedure Manual without notice. We will do our best to let you know about any changes affecting your employment as soon as possible.  All such revisions, deletions, or additions must be in writing and must be signed by an officer of HCA. No oral statements or representations can change the provisions of this Policy & Procedure Manual.  

This Policy & Procedure Manual does not constitute, nor is intended to constitute, an express or implied contract guaranteeing continued employment for any Employee. No Supervisor has any authority to enter into a contract of employment, express or implied, that changes or alters the at-will employment relationship. Only an officer of HCA has the power to enter into an employment agreement that develops the at-will employment relationship, and any such agreement must be in writing.  

This Policy & Procedure Manual is the property of HCA. All rights are reserved. No part of this Policy & Procedure Manual may be reproduced in any form or by any electronic or mechanical means, including information storage and retrieval systems, without permission in writing from an officer of HCA.

This Policy & Procedure Manual is provided for general guidance only. Not all HCA policies and procedures are set forth in this Policy & Procedure Manual. We have provided a general overview here. You are responsible for abiding by all local, Provincial and federal laws in Canada, as well as the laws of any foreign country in which HCA does business.  You are also responsible for following the policies in the Policy Manual and all other HCA policies.  Violations of these policies may result in corrective action up to and including fines and termination.

From time to time, specific policies or documents in this Policy & Procedure Manual may change.  As appropriate, updates to specific sections or the entire document will be made available.  

The policies and procedures expressed in this Policy Manual, as well as those in any other personnel materials which may be issued from time to time, do not create a binding contract or any other obligation or liability on HCA. Your employment is for no set period and may be terminated with or without notice and at will at any time by you or HCA. If you have any questions or concerns about this Employee Policy Manual or any other policy or procedure, please ask your Supervisor.

THIS POLICY MANUAL IS NOT INTENDED TO SUPERCEDE THE EMPLOYMENT AGREEMENT.  IN THE EVENT OF A CONFLICT BETWEEN THE POLICY MANUAL AND THE EMPLOYMENT AGREEMENT, THE CAREGIVER EMPLOYMENT AGREEMENT SHALL SUPERCEDE AND TAKE PRECEDENCE.II. EMPLOYMENT RELATIONSHIP 

A. EQUAL OPPORTUNITY EMPLOYER

HCA is an equal opportunity employer and strives to comply with all applicable laws prohibiting discrimination based on race, color, creed, sex, age, national origin, ethnicity or ancestry, physical or mental disability, veteran status, marital status, medical condition, sexual orientation, as well as any other category protected by federal, provincial, or local laws. All such discrimination is unlawful, and all persons involved in the operations of HCA are prohibited from engaging in this type of conduct.  This policy applies to our employees, applicants, customers, and business partners (including franchises, independent contractors, vendors and suppliers). In accordance with applicable federal and provincial law protecting qualified individuals with disabilities, HCA will attempt to reasonably accommodate those individuals unless doing so would create an undue hardship on HCA. Any qualified applicant or employee with a disability who requires an accommodation to perform the essential functions of the job should contact an officer of HCA and request an accommodation.  

If you believe that you are a subject of discriminatory conduct, you should report every instance of unlawful discrimination to your supervisor, regardless of whether you are the subject of the discrimination. Detailed reports, including names, descriptions, and actual events or statements made, will significantly enhance HCA's ability to investigate. Any documents supporting the allegations should also be submitted. Based on your report, HCA will conduct an investigation. HCA will keep all reports and complaints confidential and will act on any complaint as expeditiously and confidentially as possible.  HCA prohibits any and all retaliation for submitting a statement of unlawful discrimination and for cooperating in any investigation. Any Supervisor or Employee who retaliates against the accuser or those involved in the investigation will be disciplined, up to and including discharge from employment.  

If the investigation determines that prohibited discrimination or other conduct is a violation of HCA policy, HCA will take such remedial or disciplinary action, up to and including termination of employment as is warranted under the situation. HCA will also evaluate whether other employment practices should be added or modified in order to deter and prevent that conduct in the future. You will be informed of whatever action(s) HCA takes to resolve and remedy the situation.  

B. IMMIGRATION LAW COMPLIANCE

HCA is required by the Immigration Reform and Control Act to verify the identity and legal authorization to work of all employees. In keeping with this obligation, HCA must inspect documentation that shows each employee's legal permission to work in Canada. 

III. COMMENCING EMPLOYMENT 

A. BACKGROUND CHECKS

HCA recognizes the importance of maintaining a safe workplace with Employees who are honest, trustworthy, qualified, and reliable, and do not present a risk of serious harm to their coworkers, clients or others. For purposes of furthering these concerns and interests, HCA reserves the right to investigate an individual's prior employment history, personal references, motor vehicle driving record and educational background, as well as other relevant information that is reasonably available to HCA. As a condition of employment, a current (within 6 months) criminal background check that includes a vulnerable sector check is required upon hire. HCA may require renewal of criminal background checks of any applicants with authorization from the applicant. If a background check is conducted, HCA will comply with the Provincial police check, including providing the job applicant and Employee with any required notices and forms. Consistent with these practices, job applicants or Employees may be asked to sign specific authorization and release forms as requested as a condition of employment. 

B. REFERENCE CHECKS

Outside inquiries about a current or former employee must be referred to an officer of HCA.  HCA will release only an employee’s date of hire, last day worked and position held.  The salary will not be disclosed unless the employee provides written approval.  Otherwise, HCA does not provide references (such as letters of reference) about current or former employees.

C. PERSONAL INFORMATION

Income tax regulations require us to maintain a record of your current name, address and marital status.  If any of this information changes, please contact your Supervisor.  Your Employee File contains the information required by law, such as work and salary history and performance evaluations.  To see this file or to obtain copies of any documents you have signed, send a signed, written request containing your name, social security number to our Corporate Office. Applications will be complied with as soon as possible.  Employee Files may not be removed from HCA premises.

HCA maintains and follows a set of Privacy Policies consistent with industry standards, HIPAA Laws and the FTC Red Flags Rule.  It is expected that all employees and applicants will follow the same and direct any inquiries or violations of these policies to the employee’s supervisor.  These policies are available for review upon request.

D. EMPLOYEE STATUS

Employees at HCA are classified as temporary and as full-time or part-time. 

1. Full-Time Employees

Full-time employees are those who are typically scheduled to work and who do work a schedule of 32 to 40 hours or more per week. Even with full-time hours, you will still be considered a part-time employee.

2. Part-Time Employees

Part-time employees are those who are scheduled to and do work less than 40 hours per week. Part-time Employees may be assigned a work schedule in advance or may work on an as-needed basis.  

3. Casual Employees 

Casual Employees Casual employees work irregularly or on a call-in basis. A casual employee includes someone who has the right to refuse work and is generally not directed to be at work on a specific day(s) and time(s). All staff are hired as casual employees and have the ability to work upto full time hours. Hours are not guaranteed. 

E. DRESS AND APPEARANCE

The appropriate dress consists of clean shoes, slacks and a professional-looking top – without graphics, words, tie-dye or other design that might be considered disagreeable to our clients or their families. The following are deemed to be inappropriate during working hours: jeans, visible tattoos, strong lotions and perfumes, open-toed shoes, heels and body or mouth jewelry with the exception of earrings. An HCA uniform, smock, scrubs and/or photo badge may be required in some instances. 

G. TRAINING

HCA provides a combination of in-house and online Orientation & Training to all employees.  General Orientation & Training is mandatory for all employees, while Clinical Orientation & Training is mandatory for employees involved in client care. It is expected that employees make schedule modifications to accommodate this mandatory training. Completion of training will be documented and monitored on the ClearCare Application by the Employee Care Manager, or Educator if applicable. 

 In all cases, employees will be paid a nominal hourly wage to compensate for their time. Mandatory training includes, but is not limited to:

General Orientation and Training 

WIthin 6 months of hire and every 2 years after

Person Centered Care 

Infection Prevention & Control

Emergency Preparedness, Pandemic Preparedness, Service Continuity

Within 6 months of hire and 3 month after any significant updates of revisions related to training materials

CCHSS

Health Information Management

The Health Information Act and Freedom of Information and Protection of Privacy Act

Prevention and Reporting Client Abuse 

Incident Reporting

Clinical Orientation and Training 

Within 6 months of hire and every 2 years after

Responsive Behaviors 

Medication Management

Enhance Dementia Care 

Risk Management

Fall Prevention and Management 

CPR

Safe Lifts and Transfers

Restraint/Secure Spaces Management 

Safe Bath and Shower Temperatures

Nutrition and Hydration Management 

Within 6 months of hire and within 3 months of any significant updates or revisions related to training materials

Personal Directives, Enduring Power of Attorney, Guardianship and Trusteeship in the provision of Health Care 

H. SMOKING, DRUG, AND ALCOHOL POLICY

Smoking is strictly prohibited in all locations on agency premises and in or near the client's premises or their homes.  Employees  are not to smoke within one hour of attending a client home.

For purposes of this policy the following terms shall have the following meanings:

Smoking is defined as the inhaling, exhaling, burning, or carrying a lighted cigarette, cigar, pipe, vape pen or other lighted smoking equipment for any product containing tobacco.

Tobacco  products  are defined as any product containing  tobacco,  the prepared  leaves of plants of the nicotine  family, including,  but not limited to, cigarettes, loose tobacco,  cigars, snuff, chewing tobacco, vape pen or any other  preparation  of tobacco.

The Home Care Assistance smoking policy is:

Smoking is prohibited inside all client residences and company-owned passenger vehicles, and offices.

Smoking is prohibited in any outdoor area within five (5) feet of any main exit or entrance of all client residences and HCA buildings.

Caregivers are to refrain smoking for 1 hour prior to their client visit.

Managers and supervisors are responsible for informing all HCA employees of the “Smoking Policy” and for administering appropriate disciplinary action for continual and/or flagrant violations of this policy

Alcohol means any alcohol or alcoholic beverage.  Drug means any drug, other than alcohol, including but not limited to illegal drugs and prescription or over-the-counter drugs.

Illegal drug means any controlled substance, drug, narcotic or immediate precursor which may subject an individual to criminal penalties, or a legal drug which has not been legally obtained or is being used by an individual for whom it was not prescribed, or is not being used in a manner, combination or quantity for which it was manufactured, prescribed, or intended.

Legal drug means any over-the-counter drug or prescription drug which has been legally obtained and is being used in the manner, combination and quantity for which it was manufactured, prescribed, or intended.

Under the Influence means that a drug or alcohol is present in the caregiver’s bodily system. Each HCA employees commits, and urges all other employees to commit, that while performing services for HCA clients they:

• Shall not in any way be impaired because of being under the influence of alcohol or a drug

• Shall not possess, consume, or be under the influence of alcohol and/or an illegal drug

• Shall not sell, offer, or provide alcohol or a drug to another person

I. TRAVEL REIMBURSEMENT

Mileage is reimbursed by HCA at the reimbursement rate under the current Alberta Provincial standard business mileage rate unless otherwise specified.  Travel time to and from work is not included in the working day. 

J. TRANSPORTATION

Transportation to and from assignments is your responsibility. If the client requests that you use your personal vehicle on his/her behalf or that you drive the client’s vehicle, please inform your supervisor immediately.  Regardless of who owns the vehicle, if you are driving a client, it is a requirement of HCA to have a copy of your Certificate of Insurance and your current driver’s license on file. 

If you use your personal vehicle on the client's behalf, you will be reimbursed for mileage. The number of miles and the reason for travel is to be recorded on the daily Care Notes (sample included in appendix) and input to supervisor when requested for the finished shift.  If you are using your vehicle and are involved in an accident while conducting HCA business, your automobile insurance is responsible for responding to the incident. It is the responsibility of every Employee to drive safely and obey all traffic, vehicle safety, and parking laws or regulations. Drivers should demonstrate safe driving habits and not drive fast or recklessly.

K. CAREGIVING RECORDS/DOCUMENTATION

Keeping a record of the tasks that caregivers perform for a client is a requirement of employment with HCA.  HCA will provide a form for caregivers to keep track of their daily tasks. The form may be in hard copy or electronic form (on a mobile app).  Failure to adequately complete or submit your notes to HCA on a timely basis may result in discipline up to and including termination.   

L. IMMUNIZATION POLICY

INTRODUCTION

Healthcare workers (HCWs) in a variety of settings are at risk for exposure to serious, and sometimes deadly, diseases. If you work directly with patients or handle material that could spread infection, you should get appropriate vaccines to reduce the chance that you will get or spread vaccine-preventable diseases. Protect yourself, your patients, and your family members. Make sure you are up-to-date with recommended vaccines. All staff in community or facility settings are still required to wear a mask, complete daily fit for work screening and stay home when sick.

All healthcare workers, regardless of immunization status, must still follow all current PPE and screening requirements, as well as isolation and quarantine requirements. 

POLICY SCOPE

This policy applies to all employees of HCA. Aimed at ensuring immunization compliance with the company’s contractual obligations with various organizations, clients and companies. 

RECOMMENDATION

Hepatitis B

If you don’t have documented evidence of a complete hepB vaccine series, or if you don’t have a blood test that shows you are immune to hepatitis B (i.e., no serologic evidence of immunity or prior vaccination) then you should

Get a 3-dose series of Recombivax HB or Engerix-B (dose #1 now, #2 in 1 month, #3 approximately 5 months after #2) or a 2-dose series of Heplisav-B, with the doses separated by at least 4 weeks.

Get an anti-HBs serologic test 1-2 months after the final dose.

MMR (Measles, Mumps, Rubella)

If you were born in 1957 or later and have not had the MMR vaccine, or if you don’t have a blood test that shows you are immune to measles or mumps (i.e., no serologic evidence of immunity or prior vaccination), get 2 doses of MMR (1 dose now and the 2nd dose at least 28 days later).

If you were born in 1957 or later and have not had the MMR vaccine, or if you don’t have a blood test that shows you are immune to rubella, only 1 dose of MMR is recommended. However, you may end up receiving 2 doses, because the rubella component is in the combination vaccine with measles and mumps

Varicella (chickenpox)

If you have not had chickenpox (varicella), if you haven’t had varicella vaccine, or if you don’t have a blood test that shows you are immune to varicella (i.e., no serologic evidence of immunity or prior vaccination) get 2 doses of varicella vaccine, 4 weeks apart.

Tdap (Tetanus, Diphtheria, Pertussis)

Get a one-time dose of Tdap as soon as possible if you have not received Tdap previously (regardless of when previous dose of Td was received).

Get either a Td or Tdap booster shot every 10 years thereafter.

Pregnant HCWs need to get a dose of Tdap during each pregnancy.

Polio

All HCW who have not received a primary series of poliomyelitis vaccine should receive a primary series of inactivated poliomyelitis vaccine.

Health care workers at highest risk for polio exposure, including those who have close contact with patients who might be excreting wild type virus (e.g., from travel abroad) or vaccine type poliovirus (e.g., infants who received oral polio vaccine abroad) and laboratory workers handling specimens that may contain poliovirus, should be particularly targeted for polio vaccination. HCW at highest risk for polio exposure should receive a single lifetime booster dose of inactivated poliomyelitis vaccine. If these HCW have not received a primary series, they should receive a full primary series and then receive a single lifetime booster dose after 10 years

Influenza

Influenza vaccination provides benefits to HCW and to the patients/clients they care for. Transmission of influenza between infected HCW and their vulnerable patients/clients results in significant morbidity and mortality. Randomized controlled trials conducted in geriatric long-term care settings have demonstrated that vaccination of HCW is associated with substantial decreases in morbidity and mortality in the residents. Influenza vaccination of HCW who have direct patient contact (i.e., activities that allow opportunities for influenza transmission between a HCW and a patient) is an essential component of the standard of care for the protection of patients. HCW who have direct patient contact should consider it their responsibility to provide the highest standard of care, which includes annual influenza vaccination. 

COVID-19

All workers hired/appointed on or before November 30, 2021 must be fully immunized against COVID-19 and provide accurate proof of such immunization.

Tests

Mantoux 

Hepatitis B blood test 

Varicella (if needed) 

Chest x-ray (if needed)

Based on provincial standards, If Alberta Health Services guidelines change; we may require updated or additional Immunizations and Tests.

Accommodations may be made for valid, documented medical and/or religious reasons

Proof of Immunization Records

Arrange for any Immunizations or Tests that they are deficient and submit proof of completion to the HR representative or your manager.

It is the staff’s professional and ethical responsibility to: a) submit proof of Immunizations and Tests (photocopies) to his/her manager. Staff must retain original copies or employers may require these documents at a future date.

Immunization records collected under this Policy shall be securely and Confidentially retained, accessed, and used as necessary to determine fit for Work status of workers, to manage and administer employment and other

Working relationships with workers, to address accommodation requests, and to

Comply with all applicable laws, such as the Occupational Health and Safety Act

(Alberta) and Regional Health Authorities Act (Alberta).

HCA operates a non-medical home care agency, and thus our clients are at a heightened risk to contract COVID-19. HCA plays a critical role in maintaining a functioning healthcare system, and has a special responsibility to continue operations during pandemics.

Consistent with the HCA’s duty to provide and maintain a workplace that is free of recognized hazards, HCA has adopted the policy set forth below to safeguard the health and well-being of employees and their families, clients and visitors, and the community at large from infectious conditions that may be mitigated through an effective vaccination program. This policy is intended to comply with all federal, provincial and local laws, and is based upon guidance by the Public Health Agency of Canada and licensing authorities, as applicable.

COVID-19 POLICY

Before December 1, 2021, all employees must either (a) establish that they have received immunization (consisting of two (2) vaccine doses) against SARS-CoV-2, the virus that causes COVID-19; or (b) obtain an approved exemption as an accommodation. The process for seeking an accommodation is explained below. Employees who do not fulfill one of these two requirements may be subject to additional safety requirements (including continued COVID-19 testing protocols) or may be placed on unpaid leave and their employment status will be evaluated periodically. Failure to consent to getting the vaccination without an approved exemption may ultimately result in an unpaid leave or the termination of employment, as determined by HCA in its sole discretion depending on HCA’s business needs.

To establish that they have received immunization, employees must supply proof of vaccination to HCA. HCA will assist employees in accessing immunizations at no cost to the employee.

Requests for Accommodations

To assist any employee who might need an accommodation, HCA will engage in an interactive process to determine if a reasonable accommodation can be provided so long as it does not create an undue hardship for HCA and/or does not pose a direct threat to the health or safety of others in the workplace and/or to the employee.

To request an accommodation, please notify your Employee Care Manager in writing at calgaryinfo@homecareassistance.com. Once HCA is aware of the need for an accommodation, HCA will engage in an interactive process to identify possible accommodations.

IV. PAYROLL 

A. WORKING HOURS, SCHEDULES AND TIMEKEEPING

Working Hours & Schedules:  A typical workday for a Live-In Caregiver consists of a twenty-four hour period, during which the Caregiver resides at the premises of a Client.  

A typical workday for a Shift Caregiver consists of a scheduled Shift varying between three (3) to sixteen (12) hours, depending on the Client and scheduling needs, during which Caregiver remains at the premises of a Client. During such a workday, except as provided in this Agreement or in other applicable HCA policy, the Caregiver may only leave the Client's premises if it is to accompany the Client or if such travel is incidental to the performance of Companionship Services.  

Although shifts for Live-In Caregivers are to be scheduled in twenty-four-hour blocks of time, starting and ending work times may vary for different Caregivers. Shift starting and ending work times may also vary for Shift Caregivers.  Work hours will be determined by the Client’s needs and communicated to the Caregiver through HCA.  In the case that the Caregiver receives instructions regarding altering start and end times from the Client, Caregiver understands and acknowledges that it is his/her responsibility to report any such changes to HCA  before any such changes in scheduling are made. Failure to report these changes may result in disciplinary action. Occasionally, the demands of a job may require HCA to make a change in the work schedule, as well as variations in the total hours that may be scheduled by the HCA for the Caregiver to work each week.  	

Home Care Assistance Calgary does not guarantee employment, nor does it ensure particular work hours or schedules. All employees are expected to be at the premises of their assigned Client at the scheduled time, prepared to perform their Companionship Services for the scheduled shift. 

Hours of Work, Rest Periods and Days of Rest

"Hours of work" is the period of time during which an employee works for an employer. It includes time off with pay instead of overtime pay provided by an employer and taken by an employee. An employee may work a maximum of 12 hours in a day unless an unforeseeable or unpreventable emergency occurs.

An employee is entitled to at least 30 minutes of rest (break) in each shift longer than five consecutive hours of work. Likewise, employees are entitled to certain minimum days of rest as follows:

one day of rest each workweek, or

two consecutive days of rest in each period of two consecutive work weeks, or

three consecutive days of rest in each period of three consecutive work weeks, or

four consecutive days of rest in each period of four consecutive work weeks, or

at least four consecutive days of rest after 24 consecutive workdays.

Telephonic Scheduling System: Every Caregiver is required to report to the Client's residence or other agreed-upon premises at the scheduled arrival time and remain until the scheduled end-time.  Time In and Out, and any applicable Rest Breaks taken by the Caregiver must be reported by calling from a telephone originating at the said location into the head office.  Depending on the nature of the case, the Caregiver may be required to report additional details on the Clearcare App.

Accurate Reporting:  Caregivers' hours of work will be determined in accordance with the information reported to the Clearcare App. All questions or disputes about working hours will require HCA to rely upon its Clearcare Records.  It is, therefore, essential that Caregivers accurately report all hours worked.  Altering, falsifying, or tampering with time records is prohibited. The caregiver acknowledges that clock-ins and clock-outs will only occur on the job site and by the Caregiver assigned to the shift. Caregivers who fail to accurately and timely comply with this policy may be subject to disciplinary action, up to and including termination of employment.  Any errors in Caregiver’s time record should be reported immediately to HCA.  

B. PAYMENT OF WAGES

Pay Periods

Paydays are weekly, typically on Friday.  Paychecks are typically available on Wagepoint.  Employee expenses will be included in the employee paycheck for the prior work week if all receipts and mileage recordings are received by midnight on Sunday.

Paycheck Policies

If there is an error in your check, please report it immediately to your supervisor. HCA Management is committed to correcting paycheck errors as quickly as possible.  Employees are also expected to cooperate with HCA Management if it is discovered that an employee is inadvertently overpaid for their work. No one other than the Employee to whom the paycheck is written will be allowed to pick up a paycheck unless written authorization has been given for another person to do so. Under no circumstances will a cash advance be issued against any employee’s pay.

C. SALARY AND WAGE PAY POLICY

HCA complies with all applicable Canadian labour laws. HCA uses a combination of factors to determine the pay rate for Caregivers on any particular shift. These factors include, but are not limited to, the level of work required, the nature of the case, the client's arrangement with HCA and the skills, experience and tenure of the Employee.

Employees will be paid a flat salary or wages for all the work they do for HCA (less withholding taxes and authorized deductions) in accordance with applicable provincial law. Although Employees are entitled to their wages for any week in which work is performed, deductions can and will be made when permitted by law. If you have a question about your wages, please contact your Supervisor.

If HCA incurs any irregular payroll fees or taxes for an employee as a result of the employee intentionally providing false information on their application (i.e. incorrect social insurance number), these fees will be passed on to the employee via payroll deduction or via personal check if the employee prefers.

V. PERSONNEL 

A. OPEN-DOOR POLICY

HCA recognizes that Employees will have suggestions for improving the workplace, as well as complaints about the workplace. The most satisfactory solution to a job-related problem or concern is usually reached through a prompt discussion with your Supervisor. Please feel free to contact your Supervisor with any suggestions and/or complaints. 

If you do not feel comfortable contacting your Supervisor or are not satisfied with your Supervisor's response, please submit your complaint or suggestion in writing to an officer of HCA. The officer of HCA will review your written submission and provide you with a final resolution. 

While HCA provides you with this opportunity to communicate your views, please understand that not every complaint can be resolved to your satisfaction. Even so, HCA believes that open communication is essential to a successful work environment, and all Employees should feel free to raise issues of concern without fear of reprisal. 

Please feel free to contact your Supervisor with the suggestions. To insure prompt attention/resolution, employees are encouraged to raise questions or concerns to the attention of their immediate supervisor as early as possible, preferably within five (5) days of the date the employee knew or should have known about the problem.

B. UNLAWFUL HARASSMENT

HCA is committed to providing a work environment free of unlawful harassment. HCA policy prohibits sexual harassment, and harassment based on pregnancy, childbirth or related medical conditions, race, religious creed, color, national origin, ethnicity or ancestry, physical or mental disability, medical conditions, marital status, age, sexual orientation or any other basis protected by federal, provincial or local law or ordinance or regulation. All such harassment is unlawful. HCA's anti-harassment policy applies to all persons involved in the operation of HCA and prohibits unlawful harassment by any employee of HCA, including supervisors and co-workers. 

Sexual Harassment Defined

Applicable provincial and federal and provincial law defines sexual harassment as unwanted sexual advances, requests for sexual favours, or visual, verbal, or physical conduct of a sexual nature when: (1) submission to the conduct is made a term or condition of employment; or (2) submission to or rejection of the conduct is used as basis for employment decisions affecting the individual; or (3) the conduct has the purpose or effect of unreasonably interfering with the Employee's work performance or creating an intimidating, hostile, or offensive working environment. This definition includes many forms of offensive behaviour. The following is a partial list:

Unwanted sexual advances;

Offering employment benefits in exchange for sexual favours;

Making or threatening reprisals after a negative response to sexual advances;

Visual conduct such as leering, making sexual gestures, or displaying sexually suggestive objects, pictures, cartoons, or posters;

Verbal conduct such as making or using derogatory comments, epithets, slurs, sexually explicit jokes, or comments about any Employee's body or dress;

Verbal sexual advances or propositions;

Verbal abuse of a sexual nature, graphic verbal commentary about an individual's body, sexually degrading words to describe an individual, or suggestive or obscene letters, notes, or invitations;

Physical conduct such as touching, assault, or impeding or blocking movements; and

Retaliation for reporting harassment or threatening to report harassment. 

Sexual harassment on the job is unlawful, whether it involves coworker harassment, harassment by a Supervisor, or harassment by persons doing business with or for HCA. 

If you believe that you have been unlawfully harassed, provide a written complaint to your own or any other HCA supervisor or an officer of HCA as soon as possible after the incident. Your complaint should include details of the incident or incidents, names of the individuals involved and names of any witnesses. Supervisors will refer all harassment complaints to an officer of HCA. HCA will immediately undertake an effective, thorough and objective investigation of the harassment allegations. 

If HCA determines that unlawful harassment has occurred, effective remedial action will be taken in accordance with the circumstances involved. Any employee determined by HCA to be responsible for unlawful harassment will be subject to appropriate disciplinary action, up to and including termination. An HCA representative will advise all parties concerned of the results of the investigation. HCA will not retaliate against you for filing a complaint and will not tolerate or permit retaliation by management, employees, or co-workers. 

HCA encourages all employees and independent contractors to report any incidents of harassment forbidden by this policy immediately so that complaints can be quickly and fairly resolved. You also should be aware that the Canadian Equal Employment Opportunity Commission investigates and prosecutes complaints of prohibited harassment in employment.  

Other Types of Harassment

Prohibited harassment on the basis of race, colour, national origin, ancestry, religion, physical or mental disability, marital status, medical condition, sexual orientation, age, or any other protected basis, includes behaviour similar to sexual harassment, such as:

Verbal conduct such as threats, epithets, derogatory comments, or slurs;

Visual conduct such as derogatory posters, photographs, cartoons, drawings, or gestures;

Physical conduct such as assault, unwanted touching, or blocking normal movement; and

Retaliation for reporting harassment or threatening to report harassment. 

HCA Complaint Procedure

HCA's complaint procedure provides for an immediate, thorough and objective investigation of any claim of unlawful or prohibited harassment, appropriate disciplinary action against one found to have engaged in prohibited harassment, and appropriate remedies for any victim of harassment. A claim of harassment may exist even if the Employee has not lost a job or some economic benefit. 

If you believe you have been harassed on the job, or if you are aware of the harassment of others, you should provide a written or verbal complaint to your Supervisor or to any other Supervisor at HCA or to the President as soon as possible. Your complaint should be as detailed as possible, including the names of individuals involved, the names of any witnesses, direct quotations when language is relevant, and any documentary evidence (notes, pictures, cartoons, etc.).

Applicable law also prohibits retaliation against any Employee by another Employee or by HCA for using this complaint procedure or for filing, testifying, assisting, or participating in any manner in any investigation, proceeding, or hearing conducted by a governmental enforcement agency. Additionally, HCA will not knowingly permit any retaliation against any employee who complains of prohibited harassment or who participates in an investigation.  

All incidents of prohibited harassment that are reported will be investigated. HCA will immediately undertake or direct an effective, thorough, confidential and objective investigation of the harassment allegations. The investigation will be completed, and a determination regarding the reported harassment will be made and communicated to the Employee who complained and to the accused harasser(s).

If HCA determines that prohibited harassment has occurred, HCA will take effective remedial and disciplinary action commensurate with the circumstances. Appropriate action will also be taken to deter any future harassment. If a complaint of prohibited harassment is substantiated, appropriate disciplinary action, up to and including discharge, will be taken. Whatever action is taken against the harasser will be communicated to the Employee who complained. 

Liability for Harassment

Any Employee of HCA, whether a coworker or Supervisor, who is found to have engaged in prohibited harassment, is subject to disciplinary action, up to and including discharge from employment. Any employee who engages in prohibited harassment, including any Supervisor or manager, who knew about the harassment but took no action to stop it, may be held personally liable for monetary damages. HCA does not consider conduct in violation of this policy to be within the course and scope of employment or the direct consequence of the discharge of one's duties. Accordingly, to the extent permitted by law, HCA reserves the right not to provide a defense or pay damages assessed against Employees for conduct in violation of this policy.   

C. RESTRICTED CONDUCT

All employees agree to devote his/her full business time, attention, skill and effort exclusively to the performance of the duties and responsibilities hereunder during his/her employment.  Caregivers shall devote all work time (as “work time” is defined under provincial law) toward performing live in and shift Companionship Services.  During his/her employment Caregiver shall comply with all laws, statutes, ordinances, rules and regulations relating to the business of HCA.  The caregiver shall also comply with all established HCA rules, regulations and policies as may be established from time to time.  HCA expects all employees not to engage in conduct that could adversely impact its security, the personal safety, welfare, and interests of HCA and its employees and Clients, and/or the business goals and image of HCA, its employees, vendors, or Clients.  As a result, Caregivers must comply with the following practices and policies, including the Prohibited Conduct Policy, and violation of any of these items could result in discipline, up to and including termination.

Additionally, employees are instructed not to put him/herself at immediate risk of bodily harm or injury in the provision of Companionship Services.  Thus, in the case that the Caregiver is made to reasonably feel threatened and/or in physical danger while performing Companionship Services, the Caregiver is entitled to leave the Client's premises.  So long as the Caregiver is able to demonstrate that he/she had just cause for leaving the Client's premises, the Caregiver will receive payment for his/her entire scheduled Shift or Twenty-Four Hour Live In Period.  In the event that the Caregiver is compelled to leave the Client's premises for the sake of his/her own safety, the Caregiver will make efforts to ensure the safety of the Client to the extent that such efforts will not expose the Caregiver to any additional threat or danger.  Once the Caregiver is outside the scope of the contemplated threat of harm, the Caregiver must immediately contact his/her supervisor or case manager, report the circumstances and await further instruction.  Failure to make an adequate report will result in a reduction of the Caregiver's compensation pursuant to the terms noted herein for unexcused absences, and as is consistent with applicable state and federal law. 

The caregiver acknowledges his/her understanding that the following list does not include all types of conduct that can result in disciplinary action up to and including termination, nor is it a complete list of all restricted conduct.  This list is merely a list of examples of items that are restricted.  Nothing in this list alters the at-will nature of employment; either the Caregiver or HCA may terminate the employment relationship for any or no reason, at any time, and in the absence of any violation of these restrictions.

Caregiver resides on Client’s premises only during assigned days and nights;

Caregiver leaves Client’s premises on his/her days off;

The Caregiver is not to call or visit the Client during days off;

The Caregiver is not to ask the Client or Client's family, friends or acquaintances for any living situation other than the scheduled Twenty-Four Hour Live In Periods;

The Caregiver is never to leave the Client's premises without prior authorization from HCA except where Caregiver’s continued presence would pose an imminent threat to Caregiver’s welfare or safety (as provided below).  In the event the Caregiver needs to leave the Client, the HCA office must be notified immediately, and Caregiver must obtain approval from HCA prior to leaving the Client’s premises;  

The Caregiver must not use the Client's telephone for any personal purposes other than to check in with the head office about their shifts.  Telephones are only for use by the Client, emergency use and for reporting any events and/or issues to HCA pertaining to the Client;

The Caregiver may accept food and drink items available at the Client’s premises so long as the Client has offered and agreed to the same.  Additionally, upon agreement by the Client, the Caregiver may purchase reasonable items to be consumed by both parties, but such items must be ones that are amenable to the Client's health condition and tastes.  Likewise, when preparing a meal for the Client, the Caretaker may prepare a portion for him/herself with the consent of the Client.  Any special dietary requirements or diet preferences of the Caregiver are his/her responsibility.  Thus, Caregiver should bring any such food and/or drink items that are not also for the Client’s consumption to his/her assigned shift or Twenty-Four Hour Live-In Period when reporting to the Client’s premises;

The Caregiver should immediately report any events or issues within the Client's premises while on duty.  As soon as reasonably possible, the Caregiver must call their HCA Supervisor and then follow-up the phone call with a completed Incident Report (sample included in appendix).  The Client’s safety is your duty at all times;

The Caregiver should not accept any monies from any Client, family member or representative.  No payments or gifts shall be accepted while representing HCA or upon the conclusion of services rendered to any Client.  If the Client would like to offer some form of gift to the Caregiver, the Caregiver must refer the Client to the HCA office;

The Caregiver strictly enforces Client confidentiality;

Due to the confidentiality agreement between the Client and HCA, and between the Caregiver and HCA, the Caregiver is not allowed to disclose information to others regarding the Client.  This includes, but is not limited to, the Client’s address, telephone number and any other information that is provided to the Caregiver;

Part of our confidentiality precautions require that, in the event the Caregiver will receive transportation to and/or from work for a shift or Twenty-Four Hour Live In Work Period, the name(s) of the designated party to provide such transportation should be documented and reported to the HCA office staff;

Personal visitors of the Caregiver are not permitted at the Client’s premises; 

The Caregiver understands and acknowledges that by accepting employment, he/she agrees to exercise reasonable caution to protect Client’s property and agrees that anything theCaregiver brings onto HCA or Client property is subject to inspection without notification (e.g. purse, backpack, packages, briefcase, automobile, etc.); 

The Caregiver expressly agrees that he/she will do nothing to harm or injure the Client. The Caregiver will avoid any actions that could be construed as unethical or “taking advantage” of the Client or the Client’s circumstances.  The foregoing is the Caregiver’s welfare commitment to HCA and the Client;

The Caregiver will follow all the practices and procedures of HCA, and if any questions arise, the Caregiver will make efforts to seek clarification by contacting a supervisor or case manager;

If the Caregiver notices any suspicious activity or activity regarding violation of any of the foregoing provisions, he/she will report all concerns to his/her supervisor by calling him/her directly or by calling HCA’s national consumer toll-free hotline number at 1-866-454-8346.  Pursuant to HCA’s Operation Manual, an incident report will be prepared to document such instances.  In the event that the Caregiver perceives another party as posing a risk to the Client’s welfare, the Caregiver shall report the information to his/her supervisor; and theCaregiver is expressly prohibited from wearing, using or removing a  Client’s personal property (i.e. automobile, telephone, desk, clothes, computer, laundry detergent) beyond what is necessary to render Companionship Services. 

D. CONDUCT & EMPLOYMENT OUTSIDE WORK

In general, HCA does not seek to interfere with Employees' off-duty activities. However, HCA cannot tolerate off-duty conduct that impacts negatively on HCA, either in terms of an Employee's individual work performance or the business interests of HCA, including its reputation. For example, HCA prohibits any illegal or immoral conduct by an off-duty Employee that affects or has the potential to affect HCA. Also, HCA prohibits outside employment (including self-employment) that impacts the Employee's work performance or schedule, and/or affects the business interests of HCA. 

E. DRUG & ALCOHOL ABUSE

The use of alcohol, illegal drugs, intoxicants, and controlled substances, whether on or off duty, can impair Employees' ability to work safely and efficiently. HCA prohibits the use of these substances to the extent that they affect, or have the potential to affect, the workplace. HCA will not jeopardize the safety of the Employee, other Employees, our clients, the public, and HCA operations due to an individual's poor judgment. Accordingly, HCA prohibits the following: 

Possession, use, or being under the influence of alcohol or an illegal drug, intoxicant, or controlled substance during working hours. 

Operating a vehicle owned or leased by HCA while under the influence of alcohol or an illegal drug, intoxicant, or controlled substance. 

Distribution, sale, manufacture or purchase--or the attempted distribution, sale, manufacture or purchase--of an illegal drug, intoxicant, or controlled substance during working hours or while on premises owned or occupied by HCA. 

Any Employee suspected of possessing alcohol, an illegal drug, intoxicants, or a controlled substance is subject to inspection and search, with or without notice. Employee’s personal belongings, including any bags, purses, briefcases, and clothing, and all HCA property, are also subject to inspection and search, with or without notice. Employees who violate the HCA drug and alcohol abuse policy will be removed from the workplace immediately. HCA may also bring the matter to the attention of appropriate law enforcement authorities. Any conviction for criminal conduct involving illegal drugs, intoxicants, or controlled substances, whether on or off duty or any violation of the HCA drug and alcohol abuse policy, including having a positive drug test result, may lead to disciplinary action, up to and including termination.  

The use of prescription drugs and/or over-the-counter drugs may also affect employees' job performance and seriously impair Employees' value to HCA. Any Employee who is using prescription or over-the-counter drugs that may impair his or her ability to perform the job safely or may affect the safety or well being of others must submit a physician's statement that the prescription drug use will not affect job safety. The Employee is not required to identify the medication or the underlying illness. Various federal, provincial, and local laws protect the rights of individuals with disabilities and others with regard to the confidentiality of medical information, medical treatment, and the use of prescription drugs and substances taken under medical supervision. Nothing contained in this policy is intended to interfere with individual rights under, or to violate, these laws.

NOTE: On occasion, managerial, executive, and sales staff may entertain clients during work hours or after work hours as representatives of HCA. These occasions may include lunches, dinners, and business conferences. On these occasions, only the moderate and limited use of alcoholic beverages is acceptable. In addition, occasionally, alcohol is served at social events sponsored by HCA. Alcohol may be served at these events only with the approval of the President. 

HCA will attempt to reasonably accommodate Employees with chemical dependencies (alcohol or drugs), if they voluntarily wish to seek treatment and/or rehabilitation. Employees desiring that assistance should request an unpaid treatment or rehabilitation leave of absence. HCA support for treatment and rehabilitation does not obligate HCA to employ any person who violates the HCA drug and alcohol abuse policy or whose job performance is impaired because of substance abuse. HCA is also not obligated to re-employ any person who has participated in treatment or rehabilitation if that person's job performance remains impaired as a result of dependency. Employees who are given the opportunity to seek treatment and/or rehabilitation and are involved in any further violations of this policy will not be given a second opportunity to seek treatment or rehabilitation.  

F. PUNCTUALITY & ATTENDANCE

HCA expects you to report to work on a reliable and punctual basis. Before starting a new assignment, you should consult a map or a web based mapping site such as Google Maps to find the location and best route to the assignment. It is your responsibility to be on time; "I got lost" is not an adequate excuse.  Absenteeism, early departures from work, and late arrivals burden your fellow Employees and HCA. If you cannot avoid being late to work or are unable to work as scheduled, you must call your Supervisor as soon as possible. 

Every time you are absent or late or leave early, you must provide your Supervisor with an honest reason or explanation. You must also inform your Supervisor of the expected duration of any absence. HCA will comply with applicable laws relating to time off from work, but it is your responsibility to provide sufficient information to enable HCA to make a determination. You must notify your Supervisor of any change in your status as soon as possible. 

Excessive tardiness, early departures and unscheduled absenteeism may lead to disciplinary action, up to and including termination of employment. Continuing patterns of absences, early departures, or tardiness, regardless of the exact number of days, may warrant disciplinary action. Additionally, excessive tardiness or early departures for a Live-In caregiver risks having the Live-In Caregiver's pay reduced by the Caregiver’s hourly rate rather than reduced by the Caregiver’s prorated Live-In rate.  Unscheduled absences may be excused only if the Caregiver provides documentation to HCA Management from emergency personnel (i.e. hospital, police or court) with dates and conditions certifying the Caregiver’s inability to be present for their shift and inability to call HCA Management of the same.

If you fail to report for work without any notification to your Supervisor, you may be considered to have abandoned your employment. 

Individuals with disabilities may be granted reasonable accommodation in complying with these policies if undue hardship does not result in the operations of HCA. However, regular attendance and promptness are considered part of each Employee's essential job functions. 

G. INVESTIGATIONS OF CURRENT EMPLOYEES

HCA may occasionally find it necessary to investigate current Employees, where behaviour or other relevant circumstances raise questions concerning work performance, reliability, honesty, trustworthiness, or potential threat to the safety of coworkers or others. Employee investigations may, where appropriate, including credit reports and investigations of criminal records, including appropriate inquiries about any arrest for which the Employee is out on bail.  Employees subject to an investigation are required to cooperate with lawful efforts to obtain relevant information and may be disciplined up to and including termination for failure to do so.  

H. PERFORMANCE EVALUATIONS

Performance evaluations are conducted after 90 days of employment, one year of employment, and annually thereafter. Additional evaluation may be performed from time to time as needed.  Performance Evaluations are conducted by the Employee Care Manager and may include a Client Care Manager/Supervisor. Performance evaluations are required to provide both employees and Supervisors with the opportunity to review job tasks/descriptions, ensure all employee requirements are being maintained/current (i.e. HCA competencies, required professional license/registration), identify and correct weaknesses, encourage and recognize strengths, and discuss methods for improving your performance. However, positive performance evaluations do not guarantee an increase in salary, a promotion, or even continued employment. Compensation increases and the terms and conditions of employment, including job assignments, transfers, promotions, and demotions, are determined by and at the discretion of HCA.

In addition to these more formal performance evaluations, HCA encourages you and your Supervisor to discuss your job performance on an ongoing basis.

Completion of Performance Evaluations will be recorded by the Employee Care Manager and retained in your employee file. 

I. VISITORS AND CLIENT’S TELEPHONE

Personal visitors are not permitted at any time during caregiver scheduled work hours in a client’s home.  Client telephones must be kept open for emergencies at all times.  Use of client’s phones to make outgoing local or long-distance personal phone calls is prohibited except for when used for the purpose of checking in or out from the shift.  All incoming personal phone calls are not allowed.

J. LOSS PREVENTION

HCA employees are expected to the best of their ability and without putting themselves or clients at risk of harm, protect HCA client’s property.  Employees are expected to:

Perform work carefully and accurately

Follow procedures and contact Supervisor if expectations/tasks are unclear

Never assume anything. When in doubt, call your Supervisor

Comply with inspection of purses, backpacks, packages and briefcases when requested.

Refrain from using clients’ property/belongings for their own personal use. 

Employees who observe suspicious activity are advised to call the head office at 403-301-3777 to make a report. 

VI. FACILITIES & HCA BUSINESS

A. POLICIES AGAINST WORKPLACE VIOLENCE

Statement of Policy

HCA recognizes that violence in the workplace is a growing nationwide problem necessitating a firm, considered the response by employers. The costs of workplace violence are great, both in human and financial terms. We believe that the safety and security of HCA Employees are paramount. Therefore, HCA has adopted this policy regarding workplace violence. 

Acts or threats of physical violence, including intimidation, harassment, and/or coercion, that involve or affect HCA or that occur on HCA property or in the conduct of HCA business off HCA property, will not be tolerated. This prohibition against threats and acts of violence applies to all persons involved in HCA operations, including, but not limited to, HCA personnel, contract workers, temporary employees, and anyone else on HCA property or conducting HCA business off HCA property. Violations of this policy, by any individual, will lead to disciplinary and/or legal action as appropriate. 

This policy is intended to keep HCA compliant with existing legal provisions requiring employers to provide a safe workplace; it is not intended to create any obligations beyond those required by existing law. 

Definitions

Workplace violence is any intentional conduct that is sufficiently severe, offensive, or intimidating to cause an individual to reasonably fear for his or her personal safety or the safety of his or her family, friends, and/or property such that employment conditions are altered, or a hostile, abusive, or intimidating work environment is created for one or several HCA Employees. Workplace violence may involve any threats or acts of violence occurring on HCA premises, regardless of the relationship between HCA and the parties involved in the incident. It also includes threats or acts of violence that affect the business interests of HCA or that may lead to an incident of violence on HCA premises. Threats or acts of violence occurring off HCA premises that involve Employees, agents, or individuals acting as a representative of HCA, whether as victims of or active participants in the conduct, may also constitute workplace violence. Specific examples of conduct that may constitute threats or acts of violence under this policy include, but are not limited to, the following: 

Threats or acts of physical or aggressive contact directed toward another individual; 

Threats or acts of physical harm directed toward an individual or his/her family, friends, associates, or property; 

The intentional destruction or threat of destruction of HCA property or another Employee's property; 

Harassing or threatening phone calls; 

Surveillance; 

Stalking; 

Veiled threats of physical harm or similar intimidation; 

Carrying a firearm or other weapon into the workplace or client’s residence; and  

Any conduct resulting in the conviction under any criminal code provision relating to violence or threats of violence that adversely affects HCA's legitimate business interests. Workplace violence does not refer to occasional comments of a socially acceptable nature. These comments may include references to legitimate sporting activities, popular entertainment, or current events. Rather, it refers to behaviour that is personally offensive, threatening, or intimidating.  

Enforcement

Any person who engages in a threat or violent action on HCA property may be removed from the premises as quickly as safety permits and may be required, at HCA's discretion, to remain off HCA premises pending the outcome of an investigation of the incident. 

When threats are made, or acts of violence are committed by Employee(s), a judgment will be made by HCA as to what actions are appropriate, including possible medical evaluation and/or possible disciplinary action. Once a threat has been substantiated, it is HCA policy to put the threat maker on notice that he/she will be held accountable for his/her actions and then implement a decisive and appropriate response. 

Under this policy, decisions may be needed to prevent a threat from being carried out, a violent act from occurring, or a life-threatening situation from developing. No existing policy or procedure of HCA should be interpreted in a manner that prevents the making of these necessary decisions. 

Important Note: HCA will make the sole determination of whether, and to what extent, HCA will act upon threats or acts of violence. In making this determination, HCA may undertake a case-by-case analysis in order to ascertain whether there is a reasonable basis to believe that workplace violence has occurred. No provision of this policy shall alter the at-will nature of employment at HCA.  

B. SOLICITATION & DISTRIBUTION OF LITERATURE

Approaching clients or fellow Employees in the workplace regarding activities, organizations, or causes, regardless of how worthwhile, important, or benevolent, can create unnecessary apprehension and pressures. This conduct is inappropriate. HCA has established rules, applicable to all Employees, to govern solicitation and distribution of written material during working time and entry onto the premises and work areas. All Employees are expected to comply strictly with these rules. 

No employee shall solicit or promote support for any cause or organization during his or her working time or during the working time of the Employee or Employees at whom the activity is directed;

No Employee shall distribute or circulate any written or printed material in work areas at any time, during his or her working time, or during the working time of the Employee or Employees at whom the activity is directed; and 

Under no circumstances will non-Employees be permitted to solicit or to distribute written material for any purpose on HCA property.

Under no circumstance shall any employee solicit, distribute, circulate or promote for support for any cause or organization during his or her working or non-working time to any client at any location.

As used in this policy, "working time" includes all time for which an employee is paid and/or is scheduled to be performing services for HCA; it does not include break periods, meal periods, or periods in which an employee is not, and is not scheduled to be, performing services or work for HCA. 

VII. BENEFITS 

A. HOLIDAYS

HCA holidays are as follows:

Alberta Family Day

Good Friday 

Victoria Day

Canada Day

Heritage Day 

Labor Day

Thanksgiving

Remembrance Day

Christmas Day

New Year’s Day

If you are scheduled to work on an HCA holiday, you will be paid one and one half (1 ½) times your regular pay rate for that time period.  

C. INSURANCE BENEFITS

Worker’s Compensation

If you are injured or become ill on the job, then you may be eligible to receive benefits from Alberta’s Workers’ Compensation insurance.  To receive Workers’ Compensation Benefits, you must: 

Report any work-related injury, no matter how slight, to your Supervisor immediately. 

Complete a written claim form and return it to your Supervisor or an officer of HCA.

Seek medical treatment and follow-up care if required. The law requires that HCA notify the Worker’s Compensation Insurance carriers of any concerns of false or fraudulent claims. Any person who makes or causes to be made any knowingly false or fraudulent material statement or material misrepresentation for the purpose of obtaining or denying Workers’ Compensation Benefits or payments is guilty of a crime. Prosecution may result in imprisonment, a fine, or both. Additional civil penalties may be in order.

  D. LEAVES OF ABSENCE

General Provisions

HCA may grant a leave of absence in certain circumstances. You should notify your Supervisor and/or an officer of HCA in writing as soon as you become aware that you may need a leave of absence. HCA will consider your request in accordance with applicable law, and HCA leave policies. You will be notified whether your leave request is granted or denied. If you are granted leave, you must comply with the terms and conditions of the leave, including keeping in touch with your Supervisor or the President during your leave, and giving prompt notice if there is any change in your return date. 

You must not accept other employment or apply for unemployment insurance while you are on a leave of absence. Acceptance of another employment while on leave will be treated as voluntary resignation from employment at HCA. Benefits, such as vacation and holidays, will not accrue while you are on a leave of absence. Upon return from a leave of absence, you will be credited with the full employment status that existed prior to the start of the leave.  

HCA may hold in abeyance or proceed with any counselling, performance review, or disciplinary action, including discharge, that was contemplated prior to any Employee's request for or receipt of a leave of absence or that has come to HCA's attention during the leave. If any action is held in abeyance during the leave of absence, HCA reserves the right to proceed with the action upon the Employee's return. Requesting or receiving a leave of absence in no way relieves Employees of their obligation while on the job to perform their job responsibilities capably and up to HCA's expectations and to observe all HCA policies, rules, and procedures. 

Medical Leaves of Absence

A medical leave of absence may be granted for medical disabilities as described below, upon the submission of a valid and acceptable health care provider's certification that an employee is disabled and unable to perform the functions of his or her position. The health care provider's written certification must also state when the disability began and when the Employee is expected to be able to return to work.

HCA will attempt to accommodate Employees returning from a medical leave of absence who are unable to perform the essential functions of the job because of a physical or mental disability. 

Occupational Medical Leave

Employees with occupational illnesses, injuries, or disabilities will be granted occupational medical leave. As an alternative, HCA may offer the Employee modified work. Upon the submission of a medical certification that the employee can return to work, the Employee will be reinstated in accordance with applicable law. If an employee is disabled due to an industrial injury, HCA will attempt to accommodate the Employee. 

Civic Duty Time Off

Employees can take unpaid time off to serve on a jury or witness duty when called. You must notify your Supervisor of the need to serve for a jury or witness duty as soon as a notice or summons from the court or a subpoena is received. Verification from the court clerk of having served may be required, and you will be expected to report or return to work for the remainder of your work schedule on any day you are dismissed from the jury or witness duty.   

Benefits Compliance

Home Care Assistance of Calgary will act in compliance with any local or provincial requirements with respect to benefits, including but not limited to ordinances related to paid time off, break periods, sick leave, insurance, etc.

VIII. TERMINATIONS 

A. VOLUNTARY TERMINATIONS

Employment at HCA is employment at will. This means that you are free to leave HCA at any time, with or without cause or notice. Please return all property owned by HCA and its clients (e.g., keys, uniforms, identification badges) prior to your departure. 

We contact employees to offer them available caregiver shifts for which they are qualified as they come up. If you should be offered two consecutive caregiving shifts (a shift is defined as three or more hours of client service) and decline both, we consider this to be a voluntary termination. You will no longer be a Home Care Assistance of Calgary employee, though you will be on our caregiver roster eligible for rehire.

B. INVOLUNTARY TERMINATIONS

While the decision to commence employment is consensual, the same is not always true when the time comes to terminate the employment relationship. As an at-will employer, HCA reserves the right to end the employment relationship at any time, with or without cause or notice. In the event your employment is terminated, please return all property owned by HCA and its clients to your Supervisor prior to your departure. 

The failure of HCA to involuntarily terminate an employee upon discovery of the employee’s violation of a policy does not negate HCA’s right to terminate that employee or any other employee for violation of the same or a different policy.  HCA, at its sole discretion, may choose to work with the employee to improve policy adherence rather than to terminate the employee.

IV. Safety and Quality Enhancement

QUALITY ENHANCEMENT

Home Care Assistance of Calgary is committed to the continuous improvement of its performance by raising standards of training, learning, and client outcomes across its organization for the benefit of its employees, clients and the communities they come from.

Home Care Assistance of Calgary Quality Enhancement has been developed to facilitate transparent operations, and it has been established on the following principles:

 • Quality improvement is the responsibility of all staff within Home Care Assistance of Calgary.

 • Self-assessment processes are used to improve quality for the employees, using both internal targets and external measures as metrics.

• Appropriate mechanisms are continually developed to capture the views and address concerns of all clients.

• The sharing of good practice is encouraged and promoted both within the extended franchise operations to influence company policy and procedures.

• Ensuring the care expectation consistently evolves to support areas of growth and remains responsive to the employee needs and the communities they come from.

Enhancement is related to this in that it is the deliberate steps taken at by Home Care Assistance of Calgary management to improve the quality and training opportunities of all employees. These deliberate steps are taken with the strategic willingness to identify areas for improvement and support to implement changes to policy or procedures across Home Care Assistance of Calgary.

HEALTH AND SAFETY

The health and safety of employees and others on HCA property are of critical concern to HCA. We strive to attain the highest possible level of safety in all activities and operations. HCA also intends to comply with all health and safety laws applicable to our business. 

To this end, HCA must rely upon Employees to ensure that work areas are kept safe and free of hazardous conditions. Employees should be conscientious about workplace safety, including proper operating methods and known dangerous conditions or hazards. You should report any unsafe conditions or potential hazards to your Supervisor immediately, even if you believe you have corrected the problem. If you suspect a concealed danger is present on the client’s premises, HCA's premises, or in a product, facility, piece of equipment, process, or business practice for which HCA is responsible, bring it to the attention of your Supervisor immediately. Supervisors should arrange for the correction of any unsafe condition or concealed danger immediately and should contact the General Manager/Director of Care regarding the problem. 

Periodically, HCA may issue rules and guidelines governing workplace safety and health. All Employees should familiarize themselves with these rules and guidelines, as strict compliance will be expected. Contact your Supervisor for copies of current rules and guidelines. Failure to comply strictly with rules and guidelines regarding health and safety or negligent work performance that endangers health and safety will not be tolerated. 

Any workplace injury, accident, or illness must be reported to your Supervisor as soon as possible, regardless of the severity of the injury or accident. If medical attention is required immediately, Supervisors will assist Employees in obtaining medical care, after which the details of the injury or accident must be reported.

CONFIDENTIALTY AND PRIVACY OF CLIENT INFORMATION

PURPOSE:

● To ensure that all client information is protected

● To prevent inappropriate and/or unauthorized disclosure of client information

● To comply with all federal, state and local laws pertaining to client confidentiality

POLICY:

● HCA is committed to keeping private and confidential all client information it gathers or receives via referral from other individuals or organizations.

PROCEDURE:

● HCA shall respect the privacy and keep confidential all information and records of its clients.

● Client information shall be protected from loss or destruction.

● Access to client records and Agency data shall be accessible only to: the Manager/Administrator; the Supervisor; and, employees or contracted individuals directly involved in the case.

● Caution must be taken to ensure printed information about a client is not abused or used without authorization

● Disclosure of information shall not be made to Third Parties without the written consent of the client except when: it is a requirement of law; staff or contracted individuals require the information in order to provide services to the client; the client has authorized certain individuals or organizations to be given information; and, certain representatives have been authorized to investigate the Agency.

● Written consent to release information to Third Parties shall be obtained by having the client sign the Agency’s Consent to Release Information form.

● Individually, identifiable, personal information shall be handled in the same confidential manner whether it is in written, electronic or verbal form.

● All active and inactive client records shall be stored in a secure location in the Agency office.

● Personal information shall not be left on a client’s voice mail, unless the client has given permission to do so. If permission is not given, a message shall be left for the client to return the call.

● Any client information that is being transmitted by fax, mail or other means, shall be done in a secure manner.

● Confidential client information shall be destroyed through shredding.

● Employees shall report any potential, suspected or actual breaches of client confidentiality to the Supervisor.

● Should any suspected or actual breaches in client confidentiality occur: the details shall be fully documented; the incident shall be investigated by the Administrator/Manager or Supervisor; the employee involved shall be questioned; and, if there is just cause, the employee involved shall be subjected to disciplinary action.

GUIDELINES

● Clients shall receive training on privacy and confidentiality during orientation and during ongoing reviews.

● Professional standards or practice shall be applied at all times.

● Clients shall be provided with information on the legal requirements of confidentiality, as

mandated by state and federal law.

● Clients shall be informed about and understand the Confidentiality and Privacy of Client

Information.

● Employees will be educated on HIPAA and FOIPP

CLIENT COMPLAINTS AND CONCERNS

Clients are provided with a copy of HCA’s Clients Bill of Rights upon start of service. Clients are encouraged to voice complaints and request changes without discrimination, reprisal, or unreasonable interruption of service. HCA will. process and resolve the complaint or grievance promptly and efficiently.

PURPOSE: 

To consistently reassure clients of their right to make informed decisions regarding their care.

To protect and promote the rights of the client.

To respond to all complaints presented by the client or representative and work towards a solution and find opportunities to enhance services to prevent similar incidents from occurring. 

To keep the complainant advised of the status of the complaint and of the steps taken to resolve the complaint.

To provide a means for administrative review of responses to complaints, when appropriate.

PROCEDURE:

Upon start of service, the client or representative will be given a copy of Client Bill of Rights which will include the name and address of whom to make a complaint, along with this Policy & Procedure.

Document the receipt of all complaints and initiate a complaint investigation within 10 days after the agency’s receipt of the complaint.

Complete the investigation and documentation within 30 days after the agency receives the complaint, unless the agency has, and documents cause for the delay.

Review and determine conclusion or outcome for each complaint within thirty (30 days of initial complaint by performing the following:

Maintain a log of all client complaints to be reviewed regularly by the Quality Improvement Committee to ensure HCA’s ongoing participation in quality enhancement opportunities.

Review the outcome of the investigation with the client/representative

NON-VIOLENT CRISIS INTERVENTION

INTRODUCTION

We provide older adults with quality care that enables them to live happier, healthier lives at home. We recognize that each individual is unique and acts differently to certain situations. This will assist employees in providing the best possible care and welfare for assaultive, disruptive, or out-of-control persons even during the most violent moment.

POLICY SCOPE

This policy aims at applying non-violent interventions to provide for the care, welfare, safety, and security of all persons involved to manage individuals experiencing a crisis.

Applies to all staff employed by Home Care Assistance, facility or community based settings and may include services provided by contracted companies and students.

Prevention and de-escalation 

While staff and client safety is the priority, preserving the dignity of the individual should also be considered.

Observation of early warning signs is essential for intervention and de-escalation.  If possible, stand 1.5 to three feet away from the client. Allowing personal space tends to decrease a person’s anxiety and can help prevent acting-out behavior. Do not block exits.

Keep a neutral tone. Remain calm and professional.

Move to a more private location where there are fewer stimuli for the client or individual if it is safe to do so.

Focus on understanding the client’s feelings and set boundaries.

If the person’s behavior is belligerent, defensive, or disruptive, give them clear, simple, and enforceable limits. Offer concise and respectful choices and   consequences. (e.g., “It's important for you to be calm in order for us to be able to talk. How can that be accomplished?”)

When a person is upset, they may not be able to think clearly. Give them a few moments to reflect and make a decision. (e.g., “I’ve just shared a lot of information with you. I’ll come back in about 10 minutes after you’ve had time to think about it.”)

Care managers in cooperation with the responsible staff member will re-establish rapport. This is a time to re-open lines of communication and identify alternative behaviors for the future. Education Plans, Special Care Plans, or Individualized Behavioral Support may be reviewed and revised with input from the client or family. Therapeutic Rapport is a means of giving responsibility back to the individual in a way that communicates continued support and respect.

Reporting Procedures

All incidents or non-physical intervention need to be documented and reported to your supervisor.

A physical intervention is considered critical and needs to be documented in addition to an incident report and needs to be communicated to your supervisor in a timely manner.

INCIDENT/NEAR MISS/SAFETY HAZARD REPORTING

INTRODUCTION

 This tool is aimed at providing direction on how to report close calls, identifying hazards and Utilizing education and training aimed at advancing client and staff safety and ensuring timely and consistent review of incidents, hazards and follow-up process. 

PROCEDURE:

HCA staff can report incidents, near misses or if a potential hazard is identified through notifying a supervisor by phone and in writing thereafter. When submitting a report fill out the HCA Incident Report form. Incidents should be reported as soon as possible after experiencing or witnessing an incident, following a near miss and Identification of hazards as time permits. This allows the incident to be addressed and followed-up promptly. Report any incidents to the office during regular working hours as soon as possible. Provide as much information as possible in the report, such as the names of people involved, witnesses, location, and time of event.

BACK CARE - LIFTING AND TRANSFERRING 

INTRODUCTION

When transferring patients or lifting heavy objects, Employees are less likely to suffer from back sprains, muscle pulls, wrist injuries, elbow injuries, spinal injuries when proper lifting procedures are followed. It is important to practice correct technique, body positioning and the use of proper equipment before each lift to ensure client and worker safety.

POLICY SCOPE

This policy applies to all staff employed by Home Care Assistance. This policy applies to staff undertaking any client transferring, lifting or handling of equipment e.g Hoyer lifts. Staff handling stocks, supplies or inventory.

Prevention of back injury or back issues

Before attempting a lift, assess the load of the object or weight of the Client.  Determine what type of equipment is needed to move the client safely or what is indicated on the care plan.  Never attempt a lift you do not feel comfortable doing. 

Primarily your feet should be shoulder-width apart, with one foot slightly ahead of the other. Make sure you and your client are wearing appropriate footwear.

Face what you are lifting, your chest out, and your shoulders back. This helps keep your upper back straight while having a slight arch in your lower back.

Keep your back straight, do not twist while you are in a lifting position.

Make sure the load or the patient is as close to your body as possible.

Set down your load carefully, squatting with the knees and hips only.(Squat position) Do not attempt to reach or lift by bending forward. Bend your hips and knees to squat down to your load, keep it close to your body, and straighten your legs to lift.

Never lift a heavy object above shoulder level.

 Post injury procedures and reporting

           CLIENTS:

If it involves a client, call for help if needed. Assess the client and situation. If the worker and client are comfortable, proceed with the lift. Call emergency services if needed.

Check for injuries, such as cuts, scrapes, bruises, and broken bones.

If you were not there when the patient fell, ask the patient or someone who saw the fall what happened.

DO NOT raise the patient's head if they may have a neck or back injury. Wait for medical staff to check for a spinal injury.

If the patient cannot support most of their own body weight, you may need to use a backboard or a lift and ask another staff member to assist you.

Notify your supervisor or manager right away. Document the incident and include all details and information pertinent to the incident.

             STAFF:

If you sustain an injury at work or feel like you may have been injured e.g feeling of pain, stiffness after a lift. Even if you think your injury is minor, you need to inform your supervisor as soon as possible. Seek first aid if it is required. 

WORKING ALONE

INTRODUCTION

Healthcare workers compared to the average worker are at significant risk of job-related violence. Working alone is widely recognized as carrying a significantly higher level of risk compared to the average worker. What may be a relatively harmless encounter with an angry client in a facility with multiple staff can have a much more serious effect if the worker is alone in the client’s home and is unable to call for help. Some of the risk to employees who travel alone involves injuries from motor vehicle accidents. The risk is greater when employees cannot communicate in remote areas or are unable to get help. Employees performing fieldwork by traveling to and from remote facilities or clients located in a remote area.

POLICY SCOPE

This policy aims to minimize and eliminate risks associated with traveling, driving and employees working alone. Staff employed by Home Care Assistance in the facility or community-based settings and workers who are at risk of a violent attack because their work site is isolated from public view. E.g Home health aide providers, Home care nurses and custodians, travel nurses and other traveling staff.

Working alone safety procedures

Assess the situation before entering the client’s home.

When traveling, consider road and weather conditions before your shift.

Ensure you are wearing appropriate clothing in case your vehicle breaks down.

Allow sufficient rest time before or after a scheduled shift when driving for extended periods.

Make sure you have a reliable work vehicle to prevent exposure to unnecessary risks.

Appropriate first aid and emergency supplies must be available when traveling.

Procedures for reporting

If at any time you feel that it is unsafe to go inside  a client’s home, go back to your vehicle and contact your supervisor for further direction.

If you have been made to feel that you are in danger, unsafe or feel threatened in any way (e.g., a family member pushes you.) Step outside, call 911 and inform your supervisor.

If you are involved in a motor vehicle accident, call 911, ask for assistance and notify your supervisor immediately.

WORKPLACE HAZARDOUS MATERIALS INFORMATION SYSTEM  (WHMIS) POLICY

INTRODUCTION

Home care assistance employees might use a variety of materials while conducting day-to-day operations. The Workplace Hazardous Materials Information System (WHMIS) is a national system designed and legislated to ensure employees are informed about hazardous materials to minimize or eliminate risks and protect employee health.

Definitions 

Hazardous Materials can harm people, plants, animals and the environment. Long term exposure, even small quantities, may be harmful or cause permanent damage. Immediate exposure may cause acute symptoms.

Controlled Products -Any product, material or substance that is included in any of the six WHMIS classes: 

∙ Compressed gas 

∙ Flammable and combustible material 

∙ Oxidizing material 

∙ Poisonous and infectious material

 ∙ Corrosive material 

∙ Dangerously reactive chemicals.

Routes of Entry -Toxic effects of the controlled product depend on how you come into contact with the hazardous material, which may enter the body through: 

 Inhalation – breathing in dust particles, fumes, mists or vapors can irritate or burn air passages, e.g. formaldehyde

 Ingestion – eating, drinking, or smoking while handling chemicals 

 Eye or skin absorption – splashes or spills can cause dermatitis, inflammation, or irritation of the skin.

Degree of Hazard - the amount or degree of hazard is determined by: 

Toxicity of a substance

Dosage

Duration of exposure

Acute Poisoning

Hazardous products can cause immediate harm e.g. H2S

Chronic Poisoning 

May take hours, days, years, or even decades before you are aware of the damage that has been done, as some hazardous products slowly cause irreversible damage e.g. asbestos.

Consumer Products  

Products purchased in a store for personal care or household use, not for use in the workplace. Even though it may be the same product, the intent is only to regulate chemicals in the workplace, not the home.

POLICY SCOPE:

This policy applies to all staff employed by Home Care Assistance, contracted companies. To reduce the risk of a chemical exposure employees are expected to comply with WHMIS legislation and Safety Code Part 29 and therefore be familiar with labeling and material safety data sheets (MSDS) of controlled products used in the workplace. All employees working in close proximity of controlled products will receive WHMIS training. 

New employees who will be working with controlled products must take WHMIS training before working with the controlled products. Human Resources coordinate and document WHMIS training. All controlled products will have a supplier or workplace label or placard. 

The Site designate or Manager will have access to the MSDS obtained from the supplier when receiving a controlled product on a site. The Manager/Site Lead will ensure that MSDS are filed at the work site where they will be readily accessible to employees. MSDS must be updated every three years. 

The Manager/Site Lead will ensure that MSDS are available and posted near the work site where controlled products are used. Managers will ensure that employees are notified if a controlled product is to be used in an open area or where fumes may migrate. 

May 2004 Page 3 of 3 Facilities and Services will advise all employees of painting and flooring replacement schedules at least 48 hours before beginning work. Employees will immediately report any concerns regarding the WHMIS program to the Manager/Site Lead.

References

Government of Canada. (2022). Workplace Hazardous Materials Information System (WHMIS). Retrieved from https://www.canada.ca/en/health-canada/services/environmental-workplace-health/occupational-health-safety/workplace-hazardous-materials-information-system.html

INFECTION PREVENTION & CONTROL

POLICY:

All Home Care Assistance employees are required to take steps to prevent the transmission of infectious illness to clients, colleagues, and other individuals they may encounter during their hours of work. Infection Prevention & Control will be addressed in the Home Care Assistance’s Health & Safety Committee to review, prevent, and enhance our efforts to reduce the transmission of illnesses. 

PURPOSE:

Reduce the risk of transmission of microbes from both recognized and unrecognized sources of infection.

PROCEDURE:

Home Care Assistance will:

Educate all employees regarding infection risk reduction behaviors.

Educate employees involved in client care of the use of universal precautions.

Educate employees involved in client care about proper handling of biohazardous waste in a manner that prevents the spread of infection.

Employees involved in client care will receive Infection Prevention & Control training within 6 months of hire and annually.

The Director of Care will conduct audits to ensure employees adhere to Infection Prevention & Control standards.

Reporting:

Employees are required to report if they are experiencing any infectious illness symptoms prior to attending work. 

Employees involved in client care are required to report any new information regarding infection illness symptoms experienced by the client. 

The Director of Care is responsible for reporting any notifiable diseases in accordance with the Notifiable Disease Management Guidelines.

SHARPS SAFETY

Introduction

Healthcare workers potentially are at risk from exposure to blood and/or body fluids. While it is accepted that not all blood or body fluids are potentially ineffective, it is recommended that Universal Precautions be adopted whenever there is the potential for exposure to reduce the risk of transmission of blood-borne viruses.

Exposure to blood or other potentially infectious body fluids may result in the transmission of blood-borne viruses (BBVs) including HIV, hepatitis B virus (HBV) and hepatitis C virus (HCV). 

Policy Scope

This policy applies to all staff employed by HCA. While it is primarily concerned with occupational risks for health care staff and students, it may also be applied to clients. After needlestick or other exposures in the community, This policy must also be applied to clients or others at risk who have received a needlestick injury or blood borne virus exposure.

Prevention of Needlestick/sharp Injuries

● Ensure the correct equipment has been selected for the task, and ensure as far as practicable that a sharp with a safety device is selected.

● Always ensure that a sharp container is available to  dispose of any sharp at the point of use or at the client’s bedside.

● Never start a procedure without having a sharps container prepared/available.

● Never recap needles. 

● Never allow sharps boxes to become more than two thirds full

● Never shake the sharps box contents down. Sharps can fly out of the box causing injury

● Always place sharps boxes well away from public access areas at a suitable height.

● Never leave a used needle or blade unattended. Always dispose of your equipment safely, before undertaking another task.

● If you find a sharp/needle in an inappropriate place, always take extra care. Gently scoop into a dustpan using a brush and place into the nearest Sharps box, report the incident to your Manager.

● When Clients are self-medicating insulin or checking their own glucose levels, they must be supplied with their own Sharp container box so they can dispose of sharps directly after use in their home or bedside. 

  Post-Exposure Procedures

● Skin, wound or non intact skin should be washed with soap and water, but without scrubbing. Antiseptics and skin washes should not be used.

● Free bleeding of puncture wounds should be encouraged gently but wounds should not be sucked.

● Exposed mucus membranes, including conjunctivae, should be irrigated copiously with water, before and after removing any contact lenses.

● Employees must report the injury/contamination to the Client Care Manager and  fill out an incident report.

● If infection is of a high probability staff is to follow up with their family doctor in order to be tested. (as per Healthlink 811 direction)

UNIVERSAL PRECAUTIONS & PERSONAL PROTECTIVE EQUIPMENT

Introduction

Routine Practices help prevent the spread of infections. These practices apply when interacting  with HCA’s clients where healthcare services are provided. Use Routine Practices for every client, every time, regardless of their diagnosis or infectious status.

Policy Scope

This policy applies to all staff employed by HCA. 

Point of Care Risk Assessment (PCRA)  

Before providing care to any resident, assess the risk (PCRA) of spreading infection.

Note any possible contact you may have with blood or body fluids (e.g., coughing, bleeding,  runny nose, or soiled clothing, equipment or environment); AND put on (don) the correct personal protective equipment (PPE), if needed, before providing care.

Hand Hygiene: the single most important step in preventing infections

Perform hand hygiene using alcohol-based hand rub (ABHR) or soap and water. Use only AHS or facility approved ABHR, soap, and hand lotion. 

●	Use ABHR for hand hygiene unless hands are visibly soiled. 

●	Use plain soap and water when: hands are visibly soiled; caring for residents with diarrhea and/or vomiting 

● Keep fingernails natural, clean, healthy and short. Depending on your role in healthcare, there  may be restrictions on artificial nails or jewelry. 

Follow the steps for performing hand hygiene in accordance with the AHS Hand Hygiene Procedure:

● before taking gloves from a box to put on 

● before contact with a resident or resident’s environment 

● before a clean or aseptic procedure 

● after exposure or risk of exposure to blood or body fluids 

● after contact with a resident or resident’s environment 

● immediately after removal of gloves 

Respiratory Hygiene

● Cover Your Cough, Clean Your Hands 

● Cover your nose and mouth with a tissue when coughing or sneezing. Tissues are single-use. Use only once, then dispose of them immediately after use then perform hand hygiene. If tissues are not readily available, cough or sneeze into your upper arm or elbow.

Client Assessment

All clients should be assessed for their risk of transmission of communicable or infectious conditions using the Risk of Transmission of Microorganisms including Antibiotic Resistant Organisms. 

Personal Protective Equipment

Gloves 

● Gloves are single-use. Use only once, then dispose of them immediately after use.

● Wear new non-sterile gloves: to help protect your hands from contact with blood, body fluids, excretions, secretions, mucous membranes or non-intact skin of residents; to handle dirty or potentially contaminated items; to protect your hands if you have non-intact skin (e.g. open cuts, lesions or rashes)

● Perform hand hygiene before accessing and putting gloves on AND immediately after taking gloves off. 

● Change gloves between care activities for the client(e.g., when moving from a  contaminated body site to a clean body site). 

● Never wash disposable gloves or use ABHR on any gloves. 

● Sterile gloves are for sterile procedures. 

● Gloves are not necessary when feeding a client, touching somebody in a social manner, pushing a wheelchair, delivering meals, handling clean supplies, or providing care to residents with intact skin. 

Gowns 

Wear a gown to protect exposed skin and clothing during activities likely to cause: 

● splashes of fluids 

● contact with blood or body fluids (e.g., wound drainage) 

1) Perform hand hygiene before accessing and putting on and immediately after taking off a gown. 

2) Fasten the tie strings at the neck and the waist. 

3) Make sure the sleeves cover your wrists. 

4) Never use gowns as housecoats or warm-up jackets. 

5) Remove damaged or heavily soiled gowns as soon as possible. 

6) After removing gown: place in waste container if disposable; place in linen bag if reusable 

7) Perform hand hygiene  

Facial (mask and eye) Protection 

● If you need a mask, you also need eye protection (e.g., goggles, face shields, visors attached to masks). Wear facial (mask and eye) protection to protect your mouth, nose and eyes during activities likely to spray or splash you with blood or body fluids. 

● Perform hand hygiene before accessing and putting on, and immediately after taking off facial protection.

● Proper wearing of a mask includes: ensuring a snug fit over the nose and under the chin; molding the metal bar over the nose; wearing the mask with the moisture-absorbing side closest to the face; changing the mask when it is moist; correct removal after use, touching only the elastic or ties 

● Prescription glasses do not meet Workplace Health and Safety Regulations for eye protection. 

● Clean and disinfect reusable eye protection after each use. 

● Discard single-use masks and eye protection in waste containers. 

Implementing Additional Precautions

● Droplet Precautions- Under Development

● Airborne Precautions - Under Development

● Contact Precautions -  Under Development

Handling Resident Care Items and Equipment 

● Discard items labeled as single-use after use on one resident. 

● If reusable equipment cannot be dedicated for a single client use, clean and disinfect it between patients. 

● Refer to manufacturer’s instructions for equipment specific cleaning information 

● Use non-sterile gloves when handling soiled items, equipment, linens 

● Handle soiled or used linens with minimal agitation and place directly in the linen bag at point of care, without sorting. Do not spray wash/rinse soiled linen. Do not overfill bags. Double bag only if leaking. 

Waste and Sharps Handling 

● Wear gloves to handle client waste.

● Avoid contact with the body. 

● Remove gloves and perform hand hygiene. 

● Remember: New Needle, New Syringe, Every Time!  

● Dispose of sharps immediately after use in puncture-proof biohazard container.

● Do not overfill waste or sharps container. 

Environmental Cleaning  

● Disinfect client care areas and food preparation areas on a regularly scheduled basis. Disinfect high tough areas where necessary. 

M. PET SAFETY  [*This policy is currently under development]

Home Care Assistance employees will provide care services in a safe environment. Risk of injury due to pets in a client home will be mitigated by way of an intake risk assessment, pet management agreement and workplace safety policies and procedures. 

PROCEDURE:

l) IPC management of Operator-owned, Client-owned, and pet-therapy pets and animals; 

N. REPORTING UNSAFE ASSISTIVE DEVICES 

Home Care Assistance home care employees are required to take steps to prevent injuries and/or damages resulting from unsafe assistive devices by way of assessing condition and safety of assistive devices prior to their use and reporting any unsafe devices to their Supervisor. No unsafe assistive device is to be used.  

PURPOSE:

Clients and HCA caregivers will assure safe use of assistive devices and only utilize these devices when in good working condition.

PROCEDURE: 

HCA procedure is to have caregivers immediately report any use of unsafe devices in the client's home which makes it a safety hazard for the staff to their direct supervisor.

O. OCCUPATIONAL HEALTH & SAFETY

HCA is committed to promoting awareness and interest in health and safety to help prevent illness and injuries at the work site. An OHS representative or committee is present to advise and assist employees to enable them to perform their job safely and avoid hazards. An HS representative/committee does not assume or replace managerial responsibilities for health and safety in the workplace.

HCA’s goal is to provide employees with the knowledge, opportunity, and confidence to participate in enhancing the health and safety of their job and work environment.

OHS Representatives/Committees allow workers to participate in occupational health and safety and support the 3 basic rights of workers:

·       the right to know

·       the right to participate

·       the right to refuse dangerous work

Roles

OHS Representative- For offices of 19 employees or less

It’s up to the workers to select an HS representative. The HS representative must be a peer, not someone in a supervisory or management position.

Workers and other parties at the work site need to be able to contact their HS representative with any concerns or questions. The employer must post the contact information of the HS representative where it can be seen by all the workers they represent. (Post in newsletter, include in email signature, post on office bulletin board)

OHS Committee- For offices of 20 employees or more

An HSC consists of both worker and employer representatives working together. Like the HS representative, the HSC identifies health and safety issues, makes recommendations for improvement, supports workers’ three basic rights, and promotes awareness and interest in health and safety at work.

The HSC must have at least four members with at least half of them representing the workers. The worker representatives are selected by the workers. The employer appoints the employer representatives. The committee must have two co-chairs: one chosen by the worker members on the committee and the other chosen by the employer members. The co-chairs must take turns chairing committee meetings (i.e. worker co-chair chairs one meeting, employer co-chair chairs the next)

Workers

Workers are responsible for protecting their own and others’ health and safety at or in the vicinity of the work site by:

• co-operating with their employer or supervisor by following health and safety rules for the job

• using all hazard controls and wearing personal protective equipment designated or provided by the employer

• refraining from causing or participating in harassment and violence

• reporting health and safety concerns and conditions to their employer or supervisor

• co-operating with any person exercising a duty under the occupational health and safety legislation

• complying with the occupational health and safety legislation

The health and safety representative or committee in cooperation with the Director of Care or General Manager, perform the duties listed below:

(a) the receipt, consideration and disposition of concerns and complaints respecting the health and safety of workers;

(b) participation in the identification of hazards to workers or other persons arising out of or in connection with activities at the work site;

(c) the development and promotion of measures to protect the health and safety of persons at the work site and checking the effectiveness of such measures;

(d) cooperation with an officer exercising duties under this Act, the regulations and the OHS code;

(e) the development and promotion of programs for education and information concerning health and safety;

(f) the making of recommendations to the employer respecting the health and safety of workers;

(g) the inspection of the work site at regular intervals;

(h) the participation in investigations of serious injuries and incidents at the work site

(i) the maintenance of records in connection with the receipt and disposition of concerns and complaints and the attendance to other matters relating to the duties of the representative/committee;

(j) such other duties as may be specified in this Act, the regulations and the OHS code

Employer (HCA)

The employer is required to support and collaborate with HS representatives. They are expected to provide adequate resources, time and training to help the committee function effectively.

The employer will need to:

• be sure the HS representative receives training in their duties and functions

• be sure the HS representative receive time away from their regular duties to fulfill the requirements of their role

• meet with the HS representative regularly to discuss health and safety matters

• consult with the HSC or HS representative when developing and implementing violence and harassment prevention plans and various policies, procedures and codes of practice for the work site

• involve the HS representative in incident investigations and the inspection of work refusals

Note: The employer HS representatives participate in investigations relating to harassment or violence unless the harassment or violent incident results in the fatality of a worker or a worker being admitted to hospital.

• provide the HS representative a copy of completed reports including incident investigation and work refusal reports

• provide access to records, policies, procedures, codes of practice, reports or manufacturer specifications required under occupational health and safety legislation, and pass on information or documents addressed to the HS representative as soon as possible after it is received

• ensure the names and contact information of HSC members or the HS representative are clearly posted for all to see at every work site where workers are represented

Training

Where a health and safety representative is designated, an employer shall ensure that the representative receives training respecting the duties and functions of a representative.

Where a member of a health and safety committee or a health and safety representative gives reasonable notice, an employer shall permit the member or representative to take time away from the member’s or the representative’s regular duties to attend health and safety training programs, seminars or courses of instruction.

OHS Program

These are the fundamental elements every occupational health and safety program

must address:

1. Health and safety policy

2. Statement of responsibilities

3. Hazard assessment and control

4. Emergency response plan

5. Work site inspections

6. Procedures when others are working on site

7. Orientation and training for workers and supervisors

8. Investigating incidents, injuries and refusals to work

9. Worker participation

10. Reviewing and revising the program

X. Client Care

ASSESSMENT AND CARE PLAN

Assessment

The Client Care Manager performs a standardized HCA assessment obtain and assess the following client information:

Basic information and demographics

Immunization status and potential risk of exposure to infectious agents/risk of transmission

Personal History and Background

Health History and Assessment

Functional ability to perform ADL’s and IADL’s

Home Safety Assessment

Falls Risk Assessment

Client Emergency Plan

Medication Review

Clients Goals

The Client Care Manager must inform individuals of their rights regarding their personal health information prior to conducting the assessment in accordance with The Health Information Protection Act.

Client Care Plan

A detailed Care Plan that incorporates the Balanced Care Method is implemented based on the Client Care Managers assessment. The Client Care Manager is expected to review the details of the care plan with the caregiver prior to commencing services. The caregiver will carry out the tasks included on the care plan and report any client changes or concerns that may indicate that the care plan may need to be revised.    

Client Care Managers must implement care plans in a timely manner and document the service.

HCA will implement services on the care plan  as presented to the client or representative.

Regular review of the care plan will be carried out and revision will occur as needed. 

MEDICATION ASSISTANCE

PURPOSE:

Under the supervision of the Client Care Manager or Supervisor, the Health Care Aide who has completed the Medication Assistance Program training and demonstrated competency in Medication Assistance can assist the client with medications that are usually self-administered in three ways:  Reminder, Partial/Some Assistance, and Full Assistance.

PROCEDURE:

As specified below, the Health Care Aide will be required to review the 7 rights, and 2 safety checks as it applies to the level of assistance indicated in the client care plan. 

The 7 Rights(For Health Care Aides)  Include:

Right Client

Right Medication

Right Time

Right Route

Right Dose (Amount)

Right Documentation

Right of Refusal

The 2 Safety Checks Include:

Safety Check 1 is done before preparing medication, while it is still in the package. The medication label is verified with the care plan or medication record. Special instructions such as “shake well”, “give first”, “right eye only”, “do not crush”, etc., are reviewed. The expiry date and beyond-use date of the medication is checked. The medication rights are reviewed.

Safety Check 2 is done just before medication assistance is provided. The medication is prepared according to instructions (e.g., crush and mix with applesauce). Before assisting the client, the medication rights are reviewed again to ensure the right medication is given to the right client, in the right amount, by the right route, at the right time.

Levels of Assistance

Reminder: 

Client Role: Client can self-administer medication with a verbal reminder only. Client knows what medication to take and self directs PRN medication. The need for a controlled dosage system is determined by the client assessment. Client or family may prepare dosette or other medication for client to self-administer. Client does not need to be supervised taking medication

Health Care Aide Role: The Health Care Aide does not handle or prepare medication for the client. Therefore they do not perform the medication rights or perform safety checks. The Health Care Aide will provide verbal reminders to the client at the times specified in the client care plan

Partial/Some Assistance:

Client Role: Client can self-administer own medications with minimal assistance, including PRN medication. Client needs assistance in opening containers or stand-by/hands-on assistance. Client does not need to be supervised taking medication.

Health Care Aide Role: The Health Care Aide is to provide stand-by assistance to help in opening medication containers/packaging as needed by the client. The Health Care Aide is not expected to know the “right reason” for medication, but are required to review the other seven (7) “rights” and perform medication safety checks 2 and 3 for the client. Note: The caregiver providing Partial/Some Assistance can only assist with medications that are in a strip-pack, blister-pack, or the medications original vial.

Full Assistance:

Client Role: Medication must be removed from packaging and/or prepared. Client requires hands-on assistance to take medication, including PRN medication. Client needs supervision to ensure medications are taken. 

Health Care Aide Role: The Health Care Aide is not expected to know the “right reason” for medication but are required to review the other seven (7) “rights” and perform medication safety checks 2 and 3 for the client. The Health Care Aide will prepare medications for client. Note: The caregiver providing Full Assistance can only assist with medications that are in a strip-pack or blister-pack. 

Documentation:

Documentation of the medication assistance activity is completed immediately after assisting the client. 

Reporting:

Medication Refusals must be reported to the Client Care Manager as soon as possible.

Medication Errors and Near Misses must be reported immediately to the Client Care Manager and supported by a written document from the employee who witnessed or observed the Medication Error/Near Miss.

Severe Allergic or Adverse Reactions observed by the Health Care Aide require prompt response. If there is another individual in the home who can help, they should be notified right away of the reaction and asked for assistance. The Health Care Aide will then activate the emergency response by calling 9-1-1. The Health Care Aide is expected to remain with the client, follow the direction of emergency responders, and report to the Client Care Manager as soon as possible. 

SAFE BATH AND SHOWER WATER TEMPERATURES

PURPOSE:

To ensure client safety and comfort while bathing/showering and prevent injury from unsafe bath/shower water temperatures.

POLICY:

Health Care Aides supporting clients to take a bath or shower are required to ensure the temperature between 38 degrees Celsius and 43 degrees Celsius using the provided water temperature card. Water temperature must be within safe water temperature parameters prior to entering the water. Health Care Aides are required to complete Bath and Shower Safe Water Temperature training within 6 months of hire and annually. 

PROCEDURE:

Turn on the water to ideal temperature  

Check running water temperature with temperature check card 

Check water temperature with your forearm immediately before assisting client into tub/shower

Check water temperature once client is in the tub/shower

Documentation:

Completion of water temperature checks and confirmation of safe water temperatures before bathing are documented via a Water Temperature Log or within the Caregiver Mobile Application.  

Reporting:

The Health Care Aide is required to report if they are unable to sustain safe water temperature in the home to the Client Care Manager.

The Health Care Aide is responsible to report any injury or near miss incidents related to unsafe water temperature: these are to be reported immediately to the Client Care Manager. 

RESPONSIVE BEHAVIORS

POLICY:

All employees are to receive appropriate training in responsive behavior management

PURPOSE: 

To ensure all employees are trained properly for responsive behaviors. 

PROCEDURE:

HCA will assess each client on admission and review their health status on regular intervals, as outlined in Procedure - Admission, to determine their potential for responsive behaviors. This assessment will determine risk factors, identify triggers, identify previous prevention and management strategies, 

The Client Care Manager in consultation with the client/representative will incorporate strategies into the client care plan to reduce potential for episodes of responsive behaviors that may cause harm to the client or caregiver. 

The Client Care Manager will adjust the care plan as needed to support the client/representative/caregiver to find non-pharmacological solutions to support client with responsive behaviors.

The caregiver who is responsible for the care of a client who has the potential for responsive behavior will perform activities of daily living as a foundation for empowerment and positive reablement. The caregiver will empower the consumer in a positive way. 

In the event of an episode of aggression, employees are required to: 

Remove themselves and others from immediate danger

Call for immediate assistance

Be aware of their own capacity to properly deal with the incident and remove themselves if they are unable to do so

Remain calm and communicate in a calm manner towards the client

Reassure the client that all is going to be ok

Escort the client, as soon as practicable, to an area that is more calming for the client

Document and report incidence of responsive behavior that leads to aggression. 

In the event the client cannot be settled and the incident is escalating and creates a risk of injury, the care employee should remove themselves and others from immediate danger then. immediately notify the Client Care Manager and await instruction. 

In the event of the necessity to contact the local Police, the caregiver will notify the Client Care Manager or the delegate immediately. 

The Client Care Manager is responsible for completing an Incident Report Form for responsive behaviors that cause harm to the client, caregiver, or other individuals in the home. Incidents of this nature will be reviewed by the Health & Safety Committee and kept on the employee and client file. 

Home Care Assistance will ensure access to counselling for person(s) who were involved or  witnessed the incident as requested.

NUTRITION AND HYDRATION MANAGEMENT

PURPOSE:

Nutrition and Hydration Management aims to improve, prevent deterioration

or maintain a client’s health and quality of life through an interdisciplinary approach.  This is integrated through a client’s care plan as it relates to the Nutrition section of the Balanced Care Method. 

To ensure the client's daily nutrition and hydration needs are met consistently.

To plan and deliver nutritious meals and snacks and ensure sufficient fluids are provided as per

care plan.

To identify, mitigate and manage risks related to nutrition and hydration and dietary services.

To monitor resident’s weight, food and fluid intake and skin integrity as indicated on the client care plan.

To identify when the client experiences changes in their ability to intake food safely, or may be at risk for choking.

PROCEDURE:

During the Intake Assessment the Client Care Manager will assess clients nutritional intake, functional ability to eat, dietary restrictions/allergies, and risk for choking.

The Client Care Manager will indicate on the client care plan clients goals as it pertains to nutrition and hydration.

The Client Care Manager will indicate on the client care plan dietary restrictions, modifications, and allergies.

The Client Care Manager will indicate on the client care plan any risk for choking. 

Caregivers will adhere to the client care plan and report any changes or concerns as it relates to the client's nutrition and hydration. 

All employees involved in client care will participate in Nutrition and Hydration mandatory training.

RISK MANAGEMENT[*This policy is currently under development]

POLICY:

HCA ensures safe working conditions by way of assessment and mitigation of safety risks for caregivers and clients

PURPOSE:

 Under Development

PROCEDURE: 

Policies Against Workplace Violence

Health & Safety

Non-Violent Crisis Intervention

Incident/Near Miss/Safety Hazard Reporting

Working Alone

Pet Safety

Occupational Health & Safety

RESTRAINT AND SECURE PLACE MANAGEMENT

POLICY:

The Restraint policy provides direction in decision-making processes around the use of restraint for Home Care. The principles of restraint as a last resort and least restrictive restraint support a balance between the safety of the client and others, and client liberty. This policy applies to Home Care Assistance employees.

The policy applies to four types of restraints:

Physical (e.g. restraining a limb by holding, restraining limbs to provide emergency or routine care, moving a person to another location against their will. Chemical restraint categorized most forms of restraint as “physical restraint”.

Mechanical (e.g. lap belts, wrist ties, side-rails, limb, waist and trunk restraints, back-fastening seat belt, full bed-side rails, chairs with locking tables, Broda or Geri chairs the person cannot get out of.

Pharmacologic (e.g. antipsychotics or benzodiazepines given to control behaviors

and actions versus treating an appropriate mental health diagnosis.

Environmental (e.g. seclusion rooms, half doors, barricades.

The policy include in non-emergency situations:

Discussions with clients, family members and/or alternate decision-makers about risks, benefits and

alternatives to restraints. The least restrictive restraint shall only be used as a last resort, when other strategies have been deemed ineffective or inappropriate. When restraints are required, there must be a process for monitoring, re-assessment and discontinuation.

Informed consent: 

The policy requires the family members to be informed after health care teams determined restraint was necessary. The policy also requires collaborative discussions between Home Care Assistance staff, clients and/or family members prior to non-emergency restraint use. 

Increased acknowledgement of harm related to restraint use:

It is now recognized that restraint has many risks of harm, including damage to the therapeutic relationship, psychological trauma, functional decline, delirium, serious injury and death, poor circulation, heart stress, incontinence, muscle weakness, skin breakdown, infections, reduced appetite, behavioral changes, social isolation and depression.

Greater emphasis on use of alternative strategies

The policy emphasis is to try alternatives prior to using any restraint, and to discontinue the restraint at the earliest and safest opportunity. Home Care Assistance staff training is required regarding restraint alternatives and appropriate/safe restraint use.

Ordering of restraint

The policy includes standing orders for restraint. Restraint is no longer standard procedure – it is an unusual response to an unusual situation, and/or the least restraint/lowest dose for the shortest time. A Physician or Nurse Practitioner order is required prior to use of any non-emergency restraint, and prior to pharmacologic restraint in an emergency.

Not considered restraint: 

positioning devices (e.g. when the disease itself prevents mobility) and routine safety measures (e.g. arm stabilization during blood draws and immunizations, side rails on stretchers during transport).

Documentation

Document in the Progress Record, discussions with patients and care partners regarding risks and alternate strategies. Include strategies to avoid or minimize restraint in the Care/Safety plan. Document patient responses to alternate strategies. If restraint is required in an emergency and/or as a last resort, document safety as well as physical, psychosocial and functional well-being, and plans to use the least restraint for the shortest time. 

References

Alberta Health Service (2017). Restraint as a Last Resort worksheet. Restraint as a Last Resort Toolkit-Information for Health Professionals. Retrieved from https://www.albertahealthservices.ca/assets/info/hp/hpsp/if-hp-hpsp-prov-restraint-worksheet.pdf

Alberta Health Services  (2018). Restraint as a Last Resort policy and procedures. Retrieved  from https://www.albertahealthservices.ca/assets/info/hp/hpsp/if-hp-hpsp-prov-restraint-summary.pdf

Alberta Health Services (2018). Restraint as a Last Resort Summary. Retrieved from https://www.albertahealthservices.ca/assets/info/hp/hpsp/if-hp-hpsp-prov-restraint-summary.pdf

Thank you!

Thank you for your commitment and dedication to excellence in client care.  Our ambition is to be the leading provider of in-home care for seniors – and we can only accomplish this by hiring the very best employees. We are always looking for ways to improve our services and operations and have an open-door policy when it comes to employee feedback. Please do not hesitate to communicate your questions, concerns or suggestions to HCA Management. Thank you again!