Rules while working with a patient

This Article outlines the standards and expectations that guide our commitment to delivering high-quality care and maintaining professionalism in every interaction. By following these guidelines, you play a critical role in ensuring the safety, dignity, and well-being of our patients. If you have any questions or need clarification, please reach out to your Coordinator or a CareSphere representative. Your dedication to these standards is essential to fulfilling our mission of providing exceptional care.

Office Communication

CareSphere is committed to ensuring employees can efficiently reach the appropriate department for assistance. To help us respond to your needs promptly, all employees must follow the phone system directions outlined below when contacting the office.

☎️ How to Reach the Correct Department

Main Phone Number: 610-868-1801

📋 Coordinators

Dial 1, then select:

• Option 1: Adult and Senior patients

• Option 2: Pediatric patients

• Option 3: ODP patients

🧑‍💼 Human Resources

Dial 2, then select:

• Option 2: Clocking in and out assistance

• Option 3: Work letters / employment verification

• Option 4: Payroll

• Option 5: Caregiver compliance

• Option 6: Employee incidents

📬 Additional Ways to Contact the Office

Text: 610-868-1801

Email: Our email is specific to each department

Human Resource: HR@carespherehc.com

Care Coordinator: Casemanagement@carespherehc.com

Pediatric/ODP Department: Pediatrics@carespherehc.com

Recruiting Department: careers@carespherehc.com

Important:

Clocking in and out inquiries are accepted by phone only. Text messages and emails regarding clock-in or clock-out issues are not permitted and will not be addressed.

📞 On-Call Services

For all on-call needs, employees must call the main office number and follow the system prompts to be directed appropriately.

Caregiver Communication and Responsiveness Policy

All caregivers are required to always remain responsive and accessible to the agency.

Caregivers must maintain at least one reliable and active method of communication (e.g., phone number and/or email) through which the agency can reach them. It is the caregiver’s responsibility to ensure that this contact method is functional and regularly monitored.

If a caregiver changes their phone number, email address, home address, or any other contact information, they are required to notify the agency office immediately.

Caregivers are expected to respond promptly to all outreach attempts from the agency, including calls, messages, and communications from Human Resources. Failure to respond to repeated outreach attempts may be considered job abandonment and may result in disciplinary action, up to and including termination.

When the agency contacts a caregiver, timely acknowledgment and response are required. Ongoing failure to maintain communication or responsiveness will be treated as a violation of agency policy.

Caregiver Compliance Policy

CareSphere is committed to maintaining the highest standards of care while meeting all state and regulatory requirements. All caregivers are required to remain compliant with both state-mandated and company-required credentials and trainings as a condition of employment.

✅ Compliance Requirements

All caregivers must complete assigned compliance items by the designated deadline.

Required compliances include, but are not limited to:

• Annual Competency Exam

• Annual Tuberculosis (TB) Training

• Annual In-Service Trainings

• Any additional state or company-mandated requirements

These trainings and credentials are state-required and must be completed every year or as assigned.

👤 Caregiver Responsibilities

• Caregivers are responsible for monitoring and completing all assigned compliance requirements by the due date.

• Caregivers must remain responsive to the Compliance Specialist and follow all instructions provided.

• Failure to respond to compliance outreach (calls, texts, or emails) is considered non-compliance.

⚠️ Non-Compliance and Disciplinary Action

• Failure to submit required documentation or complete assigned trainings may result in removal from the schedule until compliance is met.

• Continued non-compliance or failure to respond to the Compliance Specialist will result in disciplinary action, up to and including termination.

• Caregivers who are not compliant may be removed from the schedule until compliance is restored.

Important Notice:

Maintaining compliance is the responsibility of the caregiver. All caregivers must remain compliant with all required documentation, training, and testing at all times in order to continue employment with CareSphere.

Time Off Policy

📝 Time Off Allowance Policy

CareSphere requires all employees to submit a Time Off Request (TOR) for any call-off or planned day off. The request must be submitted through CareSphere Connect under “Shift Change Request.”

• If you are actively assigned to a patient > select “Call Out – I’m scheduled but cannot work.”

• Time Off Requests for a call-off must be submitted at least 2 hours prior to the start of the shift.

• Employees should use the TOR system whenever possible. If emergency circumstances prevent use of the TOR system, the employee must notify the office by phone as soon as possible. Legally protected leave and reasonable accommodation requests will be handled in accordance with applicable law.

Please Note!

• Verbal or written messages (calls, texts, emails, or voicemails) are not accepted as official call-offs.

• Late or missing Time Off Requests will result in a No Call No Show for the visit, and the matter will be reported to HR.

• Notifying your patient of your absence does not constitute an official call-off.

While informing the patient is appreciated, employees are still required to submit a formal Time Off Request. Only notifying the patient will be considered a failure to properly call off.

🏥 Doctor’s Notes and Medical Absences

CareSphere understands that employees may occasionally need to miss work due to illness or medical conditions.

Employees are still required to follow the Time Off Request (TOR) procedure when calling off from a scheduled shift, including absences due to illness.

A doctor’s note may be requested to verify a medical absence when appropriate. However, the submission of a doctor’s note does not automatically excuse the absence from attendance policies or scheduling procedures.

Employees who require extended time off, recurring medical absences, or workplace accommodations may be eligible for protections under applicable laws, including the Family and Medical Leave Act (FMLA), the Americans with Disabilities Act (ADA), or other state and federal regulations. In such cases, employees should notify Human Resources as soon as possible so appropriate documentation and accommodations can be reviewed. Requests will be reviewed in accordance with applicable law.

No Call/No Show & Time-Off Policy

CareSphere caregivers are expected to report for all scheduled visits and follow the proper procedure anytime they will be unable to attend a scheduled visit. This requirement applies to all absences, including planned time off, PTO requests, emergencies, and last-minute call-offs.

📲 Required Time-Off Request

Caregivers are required to submit a Time-Off Request through CareSphere Connect anytime they will not be attending a scheduled visit, regardless of the reason for the absence.

❌ CareSphere does not accept verbal, SMS/text message, or email call-offs as a substitute for submitting a Time-Off Request. Contacting a Coordinator, another CareSphere employee, or another department does not replace the requirement to submit the appropriate Time-Off Request.

⚠️ Failure to follow the required call-off procedure may result in the absence being considered a No Call/No Show, and an incident report may be submitted to Human Resources for review and possible disciplinary action.

⏰ Two-Hour Call-Off Requirement

For an unexpected or last-minute absence, caregivers must submit their Time-Off Request no later than two (2) hours before the scheduled beginning of their shift.

⚠️ Submitting a Time-Off Request less than two hours before the scheduled start of the visit may result in the absence being considered a No Call/No Show, except where CareSphere determines that documented emergency circumstances prevented timely notice.

Caregivers should submit their request as soon as they become aware that they will be unable to work their scheduled visit.

👤 Notifying the Patient

Caregivers are encouraged to notify their patient or the patient’s authorized representative when they know they will be unable to attend a scheduled visit.

🚨 Important: Notifying the patient does not constitute notifying CareSphere and is not an acceptable substitute for submitting the required Time-Off Request.

The agency must be notified through the proper procedure so that CareSphere can appropriately document the absence, notify the necessary departments, and address the patient’s scheduled care.

🆕 New Case Assignments

When accepting a new case assignment, caregivers are expected to maintain their agreed-upon schedule during the first two (2) weeks of the assignment.

Caregivers should not accept a new assignment if they already know they will be unavailable for any of the scheduled visits during this initial two-week period.

⚠️ Absences during the first two weeks of a new assignment may result in the caregiver being removed from the case, depending on the circumstances and the needs of the patient.

📅 Excessive Absences and Call-Offs

More than one (1) call-off or unscheduled absence within a one-month period may be considered excessive attendance issues and may be reviewed by Human Resources.

Repeated or excessive call-offs, absences, No Call/No Shows, failure to follow the required Time-Off Request procedure, or other attendance concerns may result in disciplinary action, up to and including removal from a case and/or termination of employment.

CareSphere will consider the circumstances surrounding an absence and any applicable legally protected leave or other required accommodations when determining appropriate action.

Important Notice: Please be advised that any no-call/no-show, failure to report to work, call-off, or request to reschedule on the first day of an assignment’s confirmed start date may result in immediate termination of employment.

💰 PTO and Time-Off Information

Submitting a Time-Off Request does not automatically mean that the absence qualifies for PTO or that PTO will be approved. Caregivers requesting PTO must also meet the requirements of CareSphere’s PTO Policy.

🔗 Please refer to the provided Time-Off Request instructions for information on how to properly submit a request through CareSphere Connect.

For questions regarding PTO eligibility, availability, or requirements, please refer to CareSphere’s PTO Policy.

Makeup Hours & Rescheduled Visits

🎯 Purpose

At CareSphere, we understand that unexpected situations may arise that prevent caregivers from attending their regularly scheduled visits.

Our goal is to help caregivers maintain their scheduled hours, avoid unnecessary PTO usage, and ensure patients continue receiving the care they need.

CareSphere strongly encourages all caregivers to make up missed hours within the same payroll week whenever possible.

Rather than automatically losing scheduled hours or using Paid Time Off (PTO), caregivers should explore the option of rescheduling their visits.

Making up missed hours is a win-win for caregivers and patients!

✅ Benefits of Making Up Missed Hours

CareSphere encourages caregivers to take advantage of approved makeup opportunities for the following reasons:

• 💰 Avoid PTO Deductions: When missed hours are properly rescheduled and worked, caregivers do not need to use PTO to cover those same hours.

• 📅 Avoid Attendance Penalties: Properly communicating an absence, submitting the required request, and obtaining approval for a makeup visit can prevent attendance penalties associated with the original schedule change.

• ⏰ Maintain Your Scheduled Hours: Making up missed hours allows caregivers to maintain their regular work hours and avoid unnecessary loss of income.

• 💙 Ensure Continuity of Care: Rescheduling visits helps patients receive their authorized care and services.

📋 Procedures for Making Up Missed Hours

If a caregiver knows they cannot attend a scheduled visit, the following procedures must be followed:

Step 1: Submit a Request

Caregivers must submit a Time-Off Request (TOR) or Shift Change Request through CareSphere Connect at:

🌐 app.carespherehc.com

Requests must be submitted as soon as the caregiver becomes aware that they cannot attend the scheduled visit, in accordance with CareSphere's attendance and notification requirements. (2 hour minimum notice)

Step 2: Request to Make Up the Hours

Caregivers should contact the Coordination Department to discuss the possibility of making up their missed hours within the same payroll week.

Step 3: Obtain Approval

All makeup visits must be approved by the Coordination Department and agreed upon with the patient before the caregiver works the rescheduled hours.

Caregivers are not permitted to independently change their schedules or make up hours without prior authorization. A SHIFT CHANGE REQUEST IS REQUIRED.

Step 4: Complete the Rescheduled Visit

Once approved, caregivers must attend the rescheduled visit and properly clock in and out using the HHAeXchange EVV system.

All visits must be accurately documented.

📆 Payroll Week Requirements

CareSphere's payroll week runs from:

Saturday at 12:00 AM through Friday at 11:59 PM.

Caregivers are strongly encouraged to complete makeup hours within the same payroll week as the originally scheduled visit.

Makeup hours are subject to patient availability, authorized service hours, scheduling requirements, and Coordination Department approval.

Unused authorized hours are not automatically transferable to another payroll week.

⚠️ Attendance & PTO Requirements

Making up missed hours does not eliminate the caregiver's responsibility to follow CareSphere's attendance policies.

The following requirements remain in effect:

• A Time-Off Request or Shift Change Request must be submitted for any scheduled visit the caregiver cannot attend.

• Requests must follow CareSphere's established notification deadlines.

• Caregivers must communicate schedule changes to the Coordination Department.

• Approved makeup hours may prevent the need to use PTO for the hours successfully rescheduled and worked.

• Properly approved schedule changes will not result in attendance penalties solely because the original visit was rescheduled.

• Failure to report an absence, No Call/No Show violations, or unauthorized schedule changes remain subject to disciplinary action.

• Makeup hours cannot be used to reverse an attendance violation that has already occurred.

Important: Caregivers who fail to follow the required attendance and notification procedures may still be subject to disciplinary action, even if they subsequently make up the missed hours.

🚫 Restrictions on Makeup Hours

Makeup hours are not guaranteed and may only be completed when all applicable requirements are satisfied.

Caregivers may not:

• Work hours that have not been approved by Coordination.

• Exceed the patient's authorized service hours.

• Work a makeup visit without the patient's agreement.

• Falsify EVV records or report hours that were not actually worked.

• Exceed applicable working-hour limits or scheduling restrictions.

All makeup visits must comply with CareSphere's EVV, payroll, attendance, and Plan of Care policies.

💙 Our Commitment to Caregivers

CareSphere wants every caregiver to have the opportunity to maintain their scheduled hours whenever possible.

If you know you cannot attend a scheduled visit, don't automatically lose your hours or use your PTO. Ask about making up the hours instead!

By communicating proactively, submitting the proper requests, and working with our Coordination Department, caregivers can help prevent unnecessary loss of income while ensuring patients continue receiving the services they need.

Remember: Making up your hours benefits you, your patient, and CareSphere. It's a win-win for everyone!

Tardiness Policy

CareSphere is committed to providing reliable and consistent care to all patients. Caregivers are expected to be punctual and arrive at the patient’s home at the scheduled start time reflected in HHAeXchange (HHAX) and in accordance with the scheduled and contracted times outlined in their Case Assignment Contract.

🕐 Punctuality Expectations

Caregivers are responsible for reviewing their schedules and reporting to the patient’s home on time for every scheduled visit. Caregivers are expected to work the scheduled and contracted hours they agreed to when accepting the case, as outlined in their Case Assignment Contract.

Caregivers must clock in accurately and on time using the approved EVV method in accordance with CareSphere’s EVV and Clock-In/Clock-Out policies.

🚗 Caregivers should plan accordingly for reasonable travel time, traffic, weather, and other foreseeable circumstances that could affect their arrival time.

🔄 Schedule Changes and Late Arrivals

If a caregiver knows that they will be unable to arrive at the scheduled and contracted start time, they must:

• 📲 Submit a Shift Change Request through CareSphere Connect requesting the appropriate schedule change; and

• ☎️ Contact their Coordinator as soon as possible to advise them of the situation and determine whether the requested schedule change can be approved.

⚠️ IMPORTANT: Submitting a Shift Change Request does not automatically mean that the schedule change has been approved. Caregivers are expected to follow their originally scheduled and contracted visit times unless and until a change has been approved by CareSphere.

Patient permission does not replace or supersede approval from CareSphere. Caregivers are still required to receive approval from the office before changing their scheduled visit time.

Caregivers may not independently change, shorten, extend, or otherwise alter a patient’s scheduled visit times without notifying CareSphere and receiving the appropriate approval.

⚠️ Repeated Tardiness

CareSphere understands that unexpected circumstances may occasionally cause a caregiver to be late. However, repeated or excessive tardiness, a pattern of arriving late to a patient’s home, failure to properly report a late arrival, or repeatedly clocking in after the scheduled and contracted start time may be considered a violation of this policy.

🚨 Violations may result in disciplinary action, up to and including removal from the patient’s case and/or termination of employment, depending on the frequency, circumstances, severity, and the caregiver’s disciplinary history.

Caregivers are responsible for maintaining reliable attendance and punctuality and adhering to the scheduled and contracted times outlined in their Case Assignment Contract to ensure patients receive services as scheduled.

Paid Time Off (PTO) Policy

Paid Time Off (PTO) is an employee benefit that allows employees to take paid time away from work for personal reasons, vacation, or other time off needs.

⏳ PTO Accrual

• Employees earn 1 hour of PTO for every 30 hours worked.

• PTO balances can be tracked on the bottom of your paystubs through Viventium.

📏 PTO Cap

• PTO accrual is capped at 40 hours per year.

• Once an employee reaches the 40-hour cap, additional PTO will not accrue until the new year.

🔄 PTO Carryover

• PTO does roll over from year to year.

• Any remaining PTO balance from the previous year will carry over and become the starting balance for the new year.

🗓️ Use of PTO

• The agency does not offer separate sick time. PTO is the only option available for employees.

• Employees must submit a proper time-off request at least 7 days in advance when requesting PTO.

• Employees must have sufficient PTO to cover the hours requested for excused absences.

• PTO is not cashed out for any reason, including resignation or termination.

✅ Approval Process

• Care Coordinators review and approve PTO requests.

• Employees must wait for approval from the office before missing any scheduled shifts.

• Submitting a PTO request does not guarantee approval until it has been confirmed by the office.

EXTREMELY IMPORTANT!

PTO is paid out at a BASE pay rate of $13.00 per hour for all employees, which may differ from your case assignment rate. PTO will not be honored with less than seven days' notice.

Electronic Visit Verification (EVV)

CareSphere is committed to maintaining accurate records of caregiver visits through Electronic Visit Verification (EVV). Proper clocking in and out is essential to ensure compliance with regulations and to protect both our clients and employees.

⏱️ Clocking In and Out Requirements

• Caregivers are required to clock in and out inside the patient’s physical home.

• Clocking in or out from outside the home, including parking lots, will not be accepted.

• Only the patient may request an alternative address for clocking purposes; caregivers may not make this request.

• Employees may only be clocked in while actively performing duties for the patient. Personal errands or non-work activities while clocked in are strictly prohibited.

🏥 Hospital Admissions

• Caregivers may accompany a patient to a medical appointment or hospital visit if required by the plan of care.

• However, caregivers may not remain clocked in once a patient has been admitted to the hospital.

• Under no circumstances should a caregiver clock in or out while the patient is admitted.

• Doing so constitutes a violation of this policy and may result in disciplinary action, up to and including termination.

⚖️ Medicaid Compliance

• Performing non-patient activities while clocked in constitutes Medicaid fraud.

• Any suspected fraud will be investigated and may be reported to appropriate authorities in accordance with applicable law.

👤 Employee Responsibilities

• Caregivers are expected to know how to clock in and out following orientation.

• Employees must be willing to learn and follow guidance from HR regarding EVV procedures.

• Failure to clock in or out accurately may result in disciplinary action.

• There is no excuse for failing to clock in or out properly.

📞 EVV Support

If you need assistance with clocking in or out, support is available by phone:

610-868-1801

• Monday–Thursday: 8:00 AM – 10:00 PM

• Friday-Sunday: 8:00 AM – 8:00 PM

For questions or guidance regarding EVV, please reach out to the office promptly.

Timesheet Correction Limit: The agency will only make up to 2 timesheet EXCEPTIONS within any rolling 30-day period. Once this limit is reached, supervisor approval is required for any additional timesheets. Failure to properly clock in and clock out may result in the visit being considered unworked and ineligible for payment.

Dress Code Guidelines for Caregivers

At CareSphere, we value professionalism and the comfort of both our caregivers and patients. To maintain a high standard of care and professionalism, we have established the following dress code rules for caregivers:

🧼 Grooming and Cleanliness

You are expected to arrive at your shift well-groomed, clean, and hygienic. Please ensure that your personal hygiene is impeccable.

👕 Appropriate Attire

Sleeveless shirts, tank tops, sheer tops, low-cut necklines, mini skirts, shorts, flip-flops, long nails, or heavy perfumes are not permitted as part of your attire.

🩺 Scrubs Encouraged

We strongly encourage caregivers to wear scrubs while providing care to patients. Scrubs are comfortable and professional, making it easier to move and provide care.

Accommodations:

High-quality CareSphere branded scrub tops are available for purchase from our office for $20. These scrubs are not only comfortable but also branded, ensuring you represent CareSphere professionally. Please contact Human Resources and we will have it shipped directly to you.

🪪 Company ID Badge

Your CareSphere-issued ID badge is a vital part of your attire. It must be worn at all times during your shifts for identification purposes.

If you ever lose your ID badge, we provide a replacement free of charge. Please contact your HR Specialist to have it mailed to your location.

Accommodations:

CareSphere will consider reasonable accommodations to this dress code for sincerely held religious beliefs, disabilities, medical needs, or other legally protected reasons, in accordance with applicable law. Employees requesting an accommodation should contact Human Resources.

Phone Use

At CareSphere, maintaining a high level of professionalism and ensuring the comfort and safety of our patients is of utmost importance. Therefore, we have established the following phone use rules for employees during their duty hours:

🔕 Phone Ringer and Calls:

Employees must turn off the ringer on their personal cell phone or set it to vibrate mode while on duty. Personal cell phones should only be answered if the call is from CareSphere or in the case of an emergency.

🚫 Entertainment and Messaging:

While on duty, employees should refrain from engaging in activities such as playing games, watching movies, texting (unless it's an emergency), or chatting on their personal cell phone, even if the patient is asleep.

Please Note:

If the patient no longer has tasks for you to complete, please contact the coordinator for guidance on how to proceed.

📞 Personal Calls:

Personal calls should not be made from the client's phone.

📸 Camera and Voice Recording:

To respect patient privacy and confidentiality, employees may never use the camera function or any form of voice recorder on their phones during work hours unless explicitly authorized by a CareSphere representative.

Sleeping on Duty

At CareSphere, maintaining a high level of professionalism and providing the best care to our patients is a top priority. We have established a clear policy on sleeping while on duty to ensure the safety and quality of care. Please adhere to the following guidelines:

😌 Rested and Alert:

Before heading to work, make sure you are well-rested and fully alert. It's essential to arrive at your shift in a well-rested and attentive state.

🚫 Sleeping on the Job:

Under no circumstances are employees allowed to sleep on the job, even during overnight shifts.

You should be well-rested before undertaking an overnight shift, and you should remain awake and alert throughout your entire shift, even if the patient is asleep.

Immediate Termination:

If you are found sleeping on the job by a patient or any other CareSphere staff member, you will be subject to immediate termination.

Breaks

🥗 Meal Breaks and Food:

You are not assigned a lunch break or meal period. It is your responsibility to bring your own food to consume while at the patient's home during your shift when client care permits.

Many of our clients have limited income, and they may offer you food out of kindness. However, please be considerate and politely refuse their offerings, as accepting may create a financial burden for them.

Be mindful of different cultures and dietary restrictions. For example, if you are working in a Kosher home, adhere to Kosher dietary rules and customs.

🚪 Leaving the Client's Home:

While assigned to a shift, you are expected to remain at the client's home until your shift time is over. The only exception is if you are running errands for the client.

If you need to leave for any reason other than client-related errands, you must obtain prior authorization from the coordinator. Leaving without authorization is not permitted.

🚭 Smoking Breaks:

Smoking breaks are not granted during your shifts. Please refer to the company's smoking policy for detailed information on when and where smoking breaks are allowed.

Loitering and Visitors

The following rules rules are put in place to ensure professionalism, maintain boundaries, respect the privacy and uphold the standards of care provided by CareSphere.

⏰ Post-Shift Loitering:

After your shift ends, please refrain from lingering at the patient's home premises. Promptly conclude your duties and depart from the location.

Loitering or staying beyond your scheduled shift time is not permitted, regardless of the patient's willingness.

🚷 Visitors at Patient's Home:

Employees of CareSphere are not permitted to invite or entertain visitors at the patient's home, even if the patient allows it. This includes bringing kids, spouses and pets to the patient's home regardless of the patient's consent, the rules set forth by CareSphere regarding visitors supersede any personal arrangements.

🔒 Respect for Privacy and Boundaries:

As an employee of CareSphere, it's crucial to maintain professionalism and uphold the privacy of both the patient and the work environment.

The patient's home is a professional workspace, and respect for their privacy and comfort is paramount

Please Note:

Violation of these guidelines may result in disciplinary action up to and including termination as outlined in CareSphere's policies.

Smoking Policy

To maintain a safe, healthy, and professional environment for our clients, employees are required to follow the company’s no-smoking policy at all times while on duty.

🚭 No Smoking During Shifts:

Smoking and the use of any tobacco or nicotine products (including cigarettes, cigars, e-cigarettes, and vaping devices) are strictly prohibited while on duty or during scheduled work hours. Employees are expected to smoke before or after their shift , not during. Marijuana use is prohibited while on duty, even if medically prescribed.

⏳ No Allotted Smoking Breaks:

There are no designated smoking breaks. Employees should plan accordingly and ensure they are able to complete their entire shift without the need for a smoking break.

🏠 Client Permission Does Not Override Policy:

Even if a client smokes or gives permission, employees are not allowed to smoke while on duty. This policy applies in all client homes, facilities, and during any off-site activities.

👕 Professional Appearance and Odor:

Employees must report to work in fresh, clean clothing that does not smell of smoke. Strong smoke odors can be disruptive to clients, trigger allergies, and create an unprofessional environment. Maintaining proper hygiene and a smoke-free appearance is expected at all times.

⏱️ Shift Length Consideration:

Before accepting a client assignment, employees should ensure the shift length aligns with their ability to refrain from smoking. If you are unable to comfortably go the duration of a shift without smoking, you should not accept that assignment.

Alcohol/Drugs

❌ Zero Tolerance for Substance Use:

CareSphere has a strict zero-tolerance policy for the use of illegal drugs, the misuse of prescription medications, and alcohol while on duty. Any violation of this policy will result in immediate termination.

⚠️ Impairment and Caregiving:

Caregivers must not be under the influence of alcohol, illegal drugs, or any substances that impair their ability to provide safe and effective care. Reporting to work impaired places clients at risk and is grounds for immediate termination.

💊 Reporting Medications:

Employees must notify HR only if they are taking medication that may impair their ability to safely perform essential job duties. Any such information will be handled confidentially in accordance with applicable law.

🚫 Alcohol Use:

Alcohol use is strictly prohibited at all times while on duty or during a scheduled shift, even if you are off-site accompanying a client. This includes consuming alcohol in a client’s home or arriving to a shift under the influence. Violations will result in immediate termination.

🚨 Reporting Concerns:

If a caregiver becomes aware of a fellow caregiver’s drug or alcohol use that may impact their ability to provide care, it must be reported to a supervisor or coordinator immediately.

🧪 Drug Testing:

CareSphere may conduct random drug testing to protect the safety and well-being of our clients. Caregivers are required to comply with testing when requested. Refusal to comply may result in immediate termination.

Please Note:

Substance or alcohol use on the job can carry serious legal consequences in addition to employment action, including immediate termination

Caregivers should remain professional and sensitive when supporting clients who may struggle with substance use and must not enable or participate in such behavior.

Weapons

🚫 Prohibition of Weapons:

CareSphere has a strict policy prohibiting caregivers from carrying or using weapons of any kind while on duty. This includes firearms, knives, pepper spray, or any other item intended for self-defense.

🛡️ Client Safety:

The safety and well-being of our clients are paramount. Weapons in the care setting pose serious risks and are not allowed.

🚨 Reporting Concerns:

If a caregiver becomes aware of another caregiver or any individual on the premises possessing a weapon, they should immediately report it to their supervisor or coordinator.

⚖️ Legal Consequences:

Caregivers must understand that carrying weapons while on duty may have serious legal consequences and can result in immediate termination.

Patient Plan of Care (POC) Policy

All caregivers are expected to read and acknowledge the patient’s Plan of Care (POC) before providing services. The Plan of Care outlines the specific tasks and responsibilities required to meet the patient’s care needs.

Caregivers are required to complete all tasks listed in the patient’s Plan of Care each day, as applicable and needed for the patient. These tasks are essential to ensuring the patient receives proper and consistent care.

If you believe that the tasks listed in the Plan of Care do not accurately reflect the patient’s current needs or situation, you must promptly notify your Care Coordinator so the Plan of Care can be reviewed and updated if necessary.

If you are unsure how to properly perform any task listed in the Plan of Care, you must contact the office or your Care Coordinator for guidance before proceeding.

Administering Medication

Nonskilled Caregivers are never permitted to administer medication to a client. This includes pills, liquids, topical medications, inhalers, injections, or any other form of medication. Employees may only remind and assist clients with medications that have already been prepared.

🚫 No Medication Administration:

Employees may NOT give, inject, measure, or place medication into a client’s mouth.

Employees are not permitted to administer insulin, injections, or any prescription or over-the-counter medication.

Non-prescription medications must never be directly given to a client by an employee.

📦 Medication Dispensing:

Employees are only authorized to assist with medications that have been pre-filled and prepared by a family member or licensed healthcare professional.

Employees may not handle, organize, or dispense medications from bottles, boxes, or packaging that have not been pre-filled.

🤝 What “Assisting” Means:

Employees may support clients with self-administration by:

• Bringing the medication container to the client.

• Opening the container if needed.

• Handing the container to the client.

• Allowing the client to remove the medication and take it independently.

At no time should an employee place medication directly into a client’s mouth or physically administer it in any way.

Transportation

🚘 Transportation to Patient's Home:

You're responsible for arranging your transportation to and from the patient's home for scheduled visits.

🅿️ Parking:

If free parking isn't available near the patient's location, discuss this with the Coordinator in advance. They might assist in arranging parking reimbursement.

📍 Compliance with Laws:

While driving or parking, it's crucial to comply with all state and city laws. CareSphere is not responsible for any tickets received during these activities.

Patient Transportation Policy

Caregivers employed by the agency are not permitted to transport patients under any circumstances.

🚫 No Patient Transportation

Caregivers are strictly prohibited from transporting patients in their personal vehicles or any other vehicle.

This includes transportation to appointments, stores, pharmacies, errands, or any other destination.

🙋 Patient Requests

If a patient or family member requests transportation, the caregiver must politely decline and notify the office.

The agency can assist the patient in identifying appropriate transportation services if needed.

🚘 Use of Patient Vehicles

Caregivers are not permitted to drive a patient’s vehicle.

🚨 Emergencies

In the event of a medical emergency, caregivers should call 911 and notify the agency immediately. Caregivers should not attempt to transport the patient themselves.

🔒 Professional Boundaries

Caregivers may not make private arrangements to transport patients outside of their employment with the agency.

Handling Money

To protect both our clients and employees, all staff are expected to follow strict guidelines when handling client funds.

When shopping or making purchases for a client, employees must carefully document all financial transactions. This includes:

• Recording the exact amount of money provided by the client.

• Obtaining and returning the original register receipt.

• Returning the exact change to the client.

• Creating a record that clearly shows the amount received, the receipt, and the change returned.

All documentation must reconcile with the original amount given. Any discrepancies will be the responsibility of the employee and may result in disciplinary action.

🚫 Prohibited Access to Bank Accounts:

Employees are not permitted to access a client’s bank account under any circumstances. This includes using a client’s debit card, requesting or knowing their PIN number, or conducting ATM transactions without explicit authorization from the Client Service Coordinator.

💵 No Borrowing or Accepting Money:

Employees are strictly prohibited from requesting, borrowing, or accepting money from a client at any time — even temporarily. This includes loans, advances, gifts of cash, or any form of monetary assistance.

Please Note:

Failure to follow this policy is considered a serious violation and may result in disciplinary action, up to and including immediate termination.

These rules are in place to ensure transparency, accountability, and the protection of our clients’ financial security while maintaining professional standards for all employees handling money during service delivery.

Tipping Soliciting and Gifts

💵 Tipping:

CareSphere caregivers are prohibited from accepting monetary tips from clients or their families. This policy promotes fairness and consistency in our services.

🎁 Gifts:

Caregivers must not accept gifts of any kind from clients, including money, clothing, food, or other personal items. Accepting gifts can create conflicts of interest and compromise the caregiver's professionalism.

🚫 Borrowing Money:

Borrowing money from a client or their family is strictly forbidden. Such actions may be perceived as unprofessional and could harm the caregiver's relationship with the client.

📢 Unauthorized Solicitations:

Caregivers are not allowed to engage in any form of unauthorized solicitation while on duty. This includes activities such as selling subscriptions, catalogs, fundraising, or petitioning.

⚠️ Solicitation of Clients:

Caregivers must not solicit clients to follow them to another agency. In the event that a caregiver solicits a client to move to a different agency, a fee of $5000 must be paid to CareSphere. This policy is in place to protect the integrity of our client relationships and maintain professionalism.

Clients Possessions

Caregivers are strictly prohibited from taking or borrowing anything from a client's home, even with permission. This includes money, personal items, and household goods. Caregivers must maintain clear boundaries to avoid any appearance of impropriety.

🛒 Buying Items from Clients:

Caregivers are not allowed to purchase any items from clients, even if the client offers to sell them. This policy helps maintain professional boundaries and prevents potential conflicts of interest.

🔍 Theft Prevention and Reporting:

At CareSphere, we have implemented strict policies to protect both our caregivers and clients from any allegations of theft. It is essential to follow our rules on tipping, soliciting, and accepting gifts, as well as our handling money policy, to avoid misunderstandings and accusations. Clients can accuse caregivers of theft at any time, which is why adherence to these policies is crucial. If an allegation of theft arises, we will first ensure that our company policy was followed. We will ask the client for proof and conduct a thorough investigation to determine whether the allegations are founded. If necessary, we may advise the client to file charges with the police. Rest assured, if you have followed the rules and not engaged in any wrongful behavior, you have nothing to worry about. Stick to our guidelines, and you will be protected.

Caregiver–Patient Relationship Boundaries Policy

The purpose of this policy is to ensure professional boundaries are maintained between caregivers and patients. Maintaining appropriate boundaries protects both the patient and the caregiver and helps ensure services are delivered in a safe, respectful, and professional manner.

Caregivers must maintain professional relationships with all patients and their family members at all times. Personal relationships that interfere with professional care or create a conflict of interest are not permitted.

🤝 Professional Conduct

Caregivers must maintain a respectful and professional relationship with patients and their family members at all times.
Caregivers should focus on providing services as outlined in the patient’s care plan.

👤 Personal Information

Caregivers should not share personal information such as home address, personal phone number, financial information, or social media accounts with patients or their family members.
Communication with patients should remain professional and work-related.

🎁 Gifts and Money

Caregivers may not accept money, loans, large gifts, or valuables from patients or their family members.
Caregivers may not request money or gifts from patients under any circumstances.

🚫 Outside Arrangements

Caregivers may not perform additional work for patients outside of the agency or make private arrangements for services not approved by the agency.

💳 Patient Property and Finances

Caregivers are not permitted to manage, borrow, or use a patient’s money, credit cards, bank accounts, or personal property unless specifically authorized in the care plan and approved by the agency.

📱 Social Media

Caregivers may not post photos, videos, or information about patients on social media or connect with patients on personal social media platforms.

🚨 Reporting Concerns

Any concerns regarding boundary violations should be reported to the agency immediately

HIPAA Privacy and Confidentiality Policy

CareSphere is committed to protecting the privacy and confidentiality of all patient information in accordance with the Health Insurance Portability and Accountability Act (HIPAA) and all applicable federal and state privacy laws. All employees are responsible for safeguarding patient information and ensuring that confidential information is handled appropriately at all times.

Protected Health Information (PHI) includes any information that can identify a patient and relates to their health condition, medical treatment, or payment for healthcare services.

Examples of PHI include, but are not limited to:

• Patient Names

• Addresses or phone numbers

• Medical conditions or diagnoses

• Medications

• Care plans

• Appointment information

• Photographs of patients

• Insurance information

• Any documents containing patient information

Employees must treat all patient information as confidential, whether the information is spoken, written, electronic, or observed.

🚫 Prohibited Activities

Employees are strictly prohibited from:

• Discussing patient information with friends, family members, or anyone not involved in the patient’s care

• Posting any patient information on social media

• Taking photos or videos of patients without authorization from the agency and proper patient consent

• Sharing patient medical information through personal text messages, email, or social media

• Accessing patient information for personal reasons

• Removing patient records or documents from the home or office without authorization

Any unauthorized disclosure of patient information is considered a serious violation of HIPAA regulations.

🗣️ Conversations and Privacy

Employees must be mindful of where conversations occur. Patient information should never be discussed:

• In public places

• With other patients or family members not involved in care

• In hallways, elevators, or waiting areas

• On personal phones where others may overhear

Caregivers should always maintain patient dignity and privacy when discussing or assisting with care.

Employee & Patient Safety

The health and safety of our employees and clients is a top priority at CareSphere. We are committed to complying with all applicable health and safety laws and rely on employees to help maintain a safe working environment by recognizing and reporting hazards promptly.

👷 Employee Responsibility:

Employees are expected to use safe work practices, follow proper procedures, and remain alert to dangerous conditions. Work areas should always be kept clean and free of hazards whenever possible. Any unsafe condition — even if it appears to have been corrected — must be reported to management immediately.

CareSphere may issue additional safety rules and guidelines as needed, including procedures for handling hazardous materials and waste. Employees are responsible for familiarizing themselves with these guidelines and adhering to them at all times.

🚨 Reporting Incidents, Hazards, and Poor Home Conditions

Any workplace injury, accident, unsafe condition, or suspicion of a concealed danger must be reported to your supervisor or Coordinator immediately, regardless of severity.

Employees should also report poor or unsafe conditions within a client’s home, including but not limited to:

• Fire hazards

• Unsanitary living conditions

• Structural concerns (loose flooring, broken stairs, poor lighting)

• Aggressive pets

• Exposure to smoke, chemicals, or other harmful substances

• Improper disposal of medical items such as needles

• Any environment that may place the employee or client at risk

No employee will face disciplinary action for reporting a safety concern in good faith.

🏠 Safety Guidelines for Client Homes

Employees are not required to work in environments that jeopardize their health or safety. Unsafe situations must be reported immediately so appropriate action can be taken.

When entering a client’s home for the first time, take a few minutes to assess the environment. Expect the unexpected and remain prepared.

General precautions include, but are not limited to:

• Ensure bed side rails are up when appropriate.

• Confirm the client is safely positioned in a bed or chair.

• Watch for dizziness when assisting a client to stand and allow time for recovery.

• Lock wheelchair brakes when stationary.

• Discourage smoking in bed or ensure it is supervised if unavoidable.

• Keep walkways clear of clutter, especially at night.

• Ensure clients wear properly fitted, secure footwear for mobility.

• Confirm hazardous tools or materials are stored safely.

• Prepare an emergency escape plan in case of fire and understand exit routes.

Above all, use sound judgment and common sense when performing any task.

Universal Precautions

🧴 Hand Washing

Employees must wash their hands:

• Upon entering the client’s home

• When hands are soiled

• Before contact with a client’s face or mouth

• After using the restroom

• After assisting with personal care

• Before and after meal preparation

• After completing housekeeping tasks

🧤 Gloves and Personal Protective Equipment (PPE):

CareSphere provides disposable gloves for personal care tasks. Gloves are available upon request, you may call the office and we can ship them to you or you may purchase them and call in for reimbursement.

💉 Needlestick Prevention

If a client uses injectable medications:

• Handle linens and laundry carefully to avoid hidden sharps.

• Ensure needles are disposed of in a puncture-proof container.

• Notify the Case Coordinator if you observe improper disposal.

If you experience a needlestick injury, notify your Coordinator immediately — no later than the end of your shift — to ensure proper medical care is provided.

🚑 On-the-Job Injuries

All workplace injuries must be reported to your Coordinator immediately, no matter how minor they may seem. You will be required to complete an injury report within 12 hours of the incident.

If you are unsure whether an injury is reportable, contact your Coordinator and allow them to make that determination. Do not make this decision on your own.

Failure to follow reporting procedures may delay the filing of a workers’ compensation claim and could jeopardize your eligibility for benefits.

Inclement Weather

This policy highlights the importance of proactive communication between employees and HR when facing transportation or safety challenges due to severe weather. Our goal is to maintain continuity of care for our clients while prioritizing employee safety.

🤝 Commitment to Client Care:

CareSphere remains committed to providing uninterrupted services, even during inclement weather. Caregivers are expected to make every reasonable effort to report to their scheduled shifts.

🚗 Transportation or Safety Challenges:

If you experience transportation issues or believe it is unsafe to travel due to severe weather: Communicate with your coordinator to discuss the situation and allow time for alternative coverage if needed.

📄 Time Off Request Requirement:

A Time Off Request (TOR) is required anytime a caregiver cannot make it to a scheduled shift, including during inclement weather. Calling, texting, or emailing alone is not considered an official call-off without a submitted TOR.

💼 PTO Option:

If you have available PTO, you may request to have the missed time paid. Please follow up with your coordinator to ensure the request is properly documented and processed.

📢 Proactive Communication:

Early communication allows the team to plan accordingly, support client needs, and minimize service disruptions.

⚠️ Safety First:

While we expect employees to make every effort to work their scheduled shifts, personal safety is important. Employees should use sound judgment and communicate concerns as soon as possible so appropriate arrangements can be made.

Arguments and Conflicts

CareSphere is committed to maintaining a safe working environment for all employees. Your safety and well-being are our top priority, and you will never be expected to remain in a situation where you feel unsafe.

🚨 Safety First:

If you have reasonable concerns about your safety in a client’s home, you are not required to stay. Remove yourself from the situation as safely and quickly as possible and notify the office immediately.

🗣️ Dealing with Threatening Situations:

Employees must never engage in arguments, verbal disputes, or confrontations with clients, family members, or visitors. If a situation becomes tense, threatening, or uncomfortable:

• Stay calm and professional.

• Walk away from the situation rather than attempting to resolve the conflict on your own.

• Move to a safe location, such as outside the home if necessary.

• Contact the Client Service Coordinator or office immediately to report what is happening and receive further instructions.

📝 Reporting the Incident:

After the situation has been addressed:

• Submit a written report using the complaint form on CareSphere Connect detailing the incident within 24 hours. Include all relevant facts, what occurred, who was involved, and any actions taken. Timely reporting is essential for maintaining accurate records and ensuring appropriate follow-up.

❗ Zero Tolerance for Employee Misconduct:

CareSphere has a zero-tolerance policy for employees who threaten, argue with, or engage in violence, harassment, or abusive behavior toward clients or their families. Professional conduct is required at all times.

🎓 Training and Prevention:

Employees will receive guidance on conflict management techniques to help navigate challenging situations while maintaining professionalism and personal safety.

🤝 Support and Resources:

CareSphere is committed to supporting employees who experience difficult or unsafe situations. Resources and assistance are available, and employees are encouraged to reach out to the office whenever concerns arise.

Reporting & Recording

CareSphere is committed to the safety, well-being, and protection of all clients. Vigilant observation, screening, and timely reporting are essential responsibilities for all employees.

⚠️ Abuse and Neglect

The following definitions are used to help identify potential cases of abuse or neglect:

• Child Abuse: Physical, sexual, or emotional maltreatment of a child. This may be overt or subtle.

• Child Neglect: Failure of parents or guardians to provide for a child’s basic physical or emotional needs, interfering with normal growth, development, or safety.

• Elder Abuse: Non-accidental acts of physical or mental mistreatment, including sexual abuse, directed toward an elderly or vulnerable adult.

• Elder Neglect: A pattern of conduct or inaction by a caregiver entrusted with the well-being of an elderly or vulnerable adult, resulting in deprivation of care necessary to maintain their physical or mental health.

👀 Employee Responsibilities

Employees are encouraged to report any observable changes in client condition, family dynamics, or signs of bruising or injury.

Clients’ support systems are identified at admission, and caregivers are encouraged to communicate any concerns.

Community resources may be identified to assist the client’s support system in managing care for an ill or elderly individual.

📞 Reporting Suspected Abuse or Neglect

If you reasonably suspect abuse or neglect, contact the client’s Client Service Coordinator immediately for guidance. Prompt reporting helps protect the client, supports appropriate interventions, and ensures compliance with CareSphere’s safety standards.

Grievance and Complaints

CareSphere values open communication and recognizes that employees may need to raise concerns or complaints in a formal manner. The following procedures are designed to ensure non-union employees receive a fair and unbiased review of workplace issues.

1️⃣ Step 1: Informal Discussion with Coordinator

Employees should first discuss concerns with their Coordinator. Many issues can be resolved informally when the employee and Coordinator review the situation and discuss potential solutions.

It is important to remain professional and provide as much detail as possible to help address the concern effectively.

2️⃣ Step 2: Formal Complaint to HR

If the concern is not resolved through discussion with the Coordinator, employees may submit a formal complaint using the Complaint Form available on the CareSphere Connect homepage. The form should include:

• The nature of the grievance

• Detailed information, including evidence, witnesses, or related policies

• The remedy or outcome desired

Once submitted, HR will review the complaint and provide a written response within five working days.

📂 Recordkeeping

All records related to the grievance process will be maintained confidentially and securely by Human Resources.