Welcome to Silver Home Care
Welcome to the Silver Home Care Direct Care Worker Orientation. This orientation will give you a clear understanding of who we are, how we operate, and what your role will look like as part of our team.
At Silver Home Care, we provide non-medical home care services that support individuals in remaining safe, comfortable, and independent in their own homes. As a Direct Care Worker, you play a central role in that effort. This orientation will walk you through the standards and expectations that will guide your work.
You'll need your employee ID number for several forms. If you don't have it yet, call us first at (800) 719-6912.
This orientation must be completed before you begin work. Here's what you need to do:
Estimated Time
60-90 min
Format
Self-Paced
Completion
Sign at End
About the Agency
Silver Home Care is a non-medical home care agency located in Fairless Hills, Pennsylvania. We serve elderly and disabled residents of Bucks and Philadelphia Counties. The agency was established in 2016 and is owned by Kelly Schmunk.
Our agency operates with a clear structure supporting both caregivers and clients. Personnel include:
Owner and Administrator
As a hands-on owner and administrator, Kelly provides strategic direction and oversees daily operations of the agency. With a deep passion for the agency's mission, she stays engaged in all aspects of day-to-day operations.
Staffing and Scheduling Manager
Patty's commitment and energy are what makes it all happen. Her ability to coordinate and ensure seamless operations reflects her irreplaceable contributions to the agency. All direct care workers report to Patty.
Billing, Payroll, and Bookkeeping
Behind the scenes, Bruce wears many hats, including the crucial tasks of billing, payroll, and bookkeeping. Although he may not be in the spotlight, Bruce's contributions provide the financial stability that allows everything else to run smoothly.
Field Assistant
Shanell provides essential field support, assisting with client coordination, caregiver support, and ensuring smooth operations in the field. Her role helps bridge communication between the office and our caregivers in the community.
Administrative Support
Ryan provides administrative support across various office functions, helping ensure efficient operations and assisting with tasks that keep the agency running smoothly on a daily basis.
What We Do
You'll assist clients with bathing, dressing, grooming, toileting, transfers, and mobility. These are hands-on tasks that directly impact a client's comfort, dignity, and safety.
Spend quality time with clients—talking, playing games, going for walks, or just being present. Your presence helps combat loneliness and isolation.
Help keep the client's home clean and organized. Light cleaning, laundry, dishes, and tidying up so they can live comfortably in their own space.
Plan, shop for, cook, and serve meals according to the client's preferences and dietary needs. Clean up the kitchen afterward.
Remind clients to take their medications on schedule. You don't administer—you remind and track to ensure nothing gets missed.
Drive clients to appointments, errands, and social activities. Help them safely in and out of the vehicle.
Step in so family caregivers can take a break. You'll follow established routines and provide care while they're away.
Provide around-the-clock care for clients who need continuous support. Shifts rotate among caregivers to maintain consistent coverage.
Payment Sources
Our clients' home care services are paid for through:
Pennsylvania's Medicaid managed care program. We're contracted with UPMC, Keystone First, and PA Health & Wellness.
Families who pay directly out-of-pocket for care. We work with them on flexible arrangements.
Private insurance policies that cover home care. We work with most LTC insurance providers.
VA benefits including Aid & Attendance and Housebound allowances for qualifying veterans and spouses.
Regulatory Framework
Non-medical home care in Pennsylvania is overseen by several state and federal agencies. Silver Home Care operates under the following regulations:
Pennsylvania Department of Health - Home Care Agencies (28 Pa. Code Chapter 611)
Department of Human Services - Community HealthChoices (55 Pa. Code Chapter 52)
Centers for Medicare & Medicaid Services (CMS) - Federal Medicaid Compliance
21st Century Cures Act - Electronic Visit Verification (EVV) Mandate
Older Adults Protective Services Act (OAPSA) - Mandatory Reporting
Assessments and Audits: The Department of Health assesses our compliance with Chapter 611. Additionally, the CHC managed care organizations (UPMC, Keystone First, and PA Health & Wellness) conduct random audits to verify our compliance with both Chapter 611 and Chapter 52 standards.
We take compliance seriously. Silver Home Care is committed to meeting all state and federal requirements. When issues arise, we address them promptly and use them as opportunities to improve our operations and better protect our clients and caregivers.
Communication & Policies
Home care is a 24/7 business, and we are committed to supporting you at all times.
9:00 AM - 5:00 PM
Monday through Friday
For routine matters, please reach out during our business hours listed above.
Here's how to contact us based on your needs:
For scheduling questions, payroll inquiries, or non-urgent matters, contact us during business hours (9:00 AM - 5:00 PM, Monday-Friday).
Find complete contact details in the downloadable sheet below.
For time-sensitive matters, call the main 800 number and press 3 for the employee hotline.
Available 24/7 for urgent matters and on-shift support.
Important Communication Guidelines
We strive to answer all calls promptly. However, if you don't reach us and your matter is not time-sensitive, you may leave a voicemail, send a text, or email.
Do not assume your message has been received until we reply. We usually respond the same day, but please allow until the next business day.
Your attendance and punctuality are critical to maintaining the quality of care we provide. If you find yourself running late or needing to call out, follow these steps:
DO NOT contact the client directly
All communications must go through our office staff to ensure proper coordination and coverage.
Contact Patty Carvalho, Staffing and Scheduling Manager. Her direct line is in the downloadable contact sheet below.
If your call isn't answered after a few attempts, don't rely on voicemail or text. Instead, call the main 800 number and press 3 for the employee hotline.
This line is available 24 hours a day for scheduling issues, urgent matters, and on-shift support. Communication is key!
Get all the contact information you need in one convenient place. Download and keep it handy for quick reference.
Download Contact SheetPrint it out and keep it with you at all times
Standards of conduct are essential for creating a professional and respectful home care environment. The following guidelines ensure quality care and maintain trust with our clients.
A key aspect of professional conduct is maintaining professional boundaries, particularly in conversation. Direct care workers should engage in positive, client-centered dialogue by:
By adhering to these guidelines, care workers foster a supportive and trusting environment that respects each client's dignity and promotes effective care.
Direct care workers must handle all personal and care information confidentially.
Ethical behavior is the foundation of quality care. Direct care workers must act with integrity by:
By prioritizing the client's needs without distractions, workers ensure the client receives the attention and care they deserve.
It's important to avoid conflicts of interest, including financial, legal, or emotional entanglements.
Direct care workers must NEVER engage in:
If you encounter a conflict of interest or ethical concern, reach out to your supervisor for guidance.
Client abandonment occurs when a direct care worker fails to fulfill their duty to ensure a client's well-being during their scheduled care time without informing the agency or arranging proper coverage.
Notifying the office promptly if you are going to be late or need to be absent
Notifying the office if the client doesn't answer the door and remaining on-site until the reason is determined
Not leaving the client's residence during your shift unless the care plan explicitly includes errands or shopping
Staying for the entire duration of your assigned shift
Waiting for your replacement if a shift handoff is required
Accompanying the client for the entirety of any outing and ensuring their safe return home
Providing the appropriate level of care and supervision
Being fully present and attentive to the client's needs at all times
Serious Consequences
Your dedication to these responsibilities is essential in maintaining the trust placed in you by both the client and the agency. Any failure to meet these expectations is a serious breach of duty and may result in disciplinary actions, including termination, and could potentially lead to legal consequences due to negligence.
We value your feedback and are committed to fostering a positive and supportive work environment. We encourage you to address any concerns early so we can work together to resolve them before they become larger issues.
Open and direct communication can often resolve issues quickly and effectively. We are here to listen and support you.
If the issue isn't resolved after speaking with your supervisor, request a meeting with the administrator. Addressing concerns promptly helps maintain a positive work environment.
All concerns are handled with the utmost confidentiality to protect your privacy. We strictly prohibit any form of retaliation against employees who raise concerns in good faith.
Your well-being is important to us. We strive to create a workplace where everyone feels heard and valued.
Top Client Complaint
One of the top complaints from home care clients is the excessive use of cell phones by caregivers during work hours.
Your cell phone should be on silent and out of sight during work hours. Your focus should remain on the client's care and well-being.
If you must make or receive a call:
Earbuds are not allowed while working because they can:
Your well-being is important to us, and we want to ensure that you are able to take appropriate breaks during your shifts. However, home care is unique because client safety and supervision are often involved. Here's what you need to know about how breaks work for shifts over four hours.
If client care or safety requires you to remain in the home during your break, that time will be paid, and you don't need to clock out.
If the client's care allows you to take an off-site break, such as for lunch, and you are fully relieved of your duties, the break will be unpaid.
Important Notes:
Smoke breaks are allowed, but they must be managed responsibly:
At Silver Home Care, we recognize the value of surveillance systems in enhancing the safety and security for both our clients and caregivers. As such, we fully support the implementation of video surveillance in the client's home as a protective measure.
Our employees are expected to maintain the highest standard of ethical behavior in all situations and are advised to assume that their actions may be recorded at any time, ensuring transparency and peace of mind for all parties involved.
Cameras must not be installed in areas designated for personal use by our caregivers—specifically in restrooms—to respect their privacy and dignity.
We request that any recordings captured of our caregivers not be distributed to social media platforms or other third parties without the recorded individual's explicit consent.
Work assignments are scheduled by the staffing supervisor, Patty Carvalho. Shifts are offered based on the client's needs, preferences, and availability of suitable employees.
You are responsible for checking your schedule in the HHA Exchange mobile app and notifying the office if anything on it does not match what was discussed with you when you accepted the shift.
Sometimes, assignments come up on very short notice. Accepting these last-minute shifts will increase your chances of being asked to do so again and receiving bonuses or incentives for last-minute coverage.
There may be factors that you are not aware of that could influence coverage needs for that shift. All scheduling must be done through the scheduling supervisor.
There may be times when we will offer you an assignment on an ongoing basis. While it is always our goal to provide consistency for our clients, please remember:
The clients you work for are clients of the agency. Soliciting agency clients for private work is strictly prohibited. Violating this policy may result in your dismissal from the agency.
At Silver Home Care, we value the hard work and dedication of our employees, especially during holidays. To show our appreciation, we offer time and a half pay for those who work on six major holidays. However, please note that if you are already in overtime, you will not receive additional holiday pay.
New Year's Day
Memorial Day
Independence Day (July 4th)
Labor Day
Thanksgiving Day
Christmas Day
Time and a Half
Employees working on these holidays will receive 1.5 times their regular hourly rate
Overtime Consideration
If you are already in overtime when the holiday falls, you will receive your overtime rate but no additional holiday pay will be added on top of it
Regular Days Off
If a holiday falls on a day you are not scheduled to work, it will be considered a normal day off without additional pay
Holiday Dates
Holiday pay applies only on the specific date of the holiday, regardless of any alternative observance dates
To request time off on a holiday, please submit your request 60 days in advance to allow us time to arrange proper coverage. Requests should be submitted through the employee app, and we will do our best to accommodate while ensuring client care is not disrupted.
Your health and safety, along with that of the client, are paramount.
There are clear boundaries for the tasks you can and cannot perform as a caregiver.
You are NOT authorized to:
Always follow the care plan. If a task is not listed, do not perform it without contacting the office.
Clients have the right to privacy and dignity in all aspects of their care. As a caregiver, it's your responsibility to advocate for these rights.
Encourage clients to reach out to the office if they have any concerns or complaints.
Each client has a personalized care plan that you must follow. Always provide the level of care indicated in the plan.
The care plan outlines all tasks to be performed and helps ensure consistency and quality of care
Be prepared for fluctuations in the client's abilities and adjust accordingly
Never provide less support than indicated in the care plan
Required Documentation:
Report Immediately to Your Supervisor:
Mandated Reporter Responsibility
As mandated reporters, you are required to report any signs of abuse, neglect, or exploitation without delay.
Additionally, you must fill out a complaint form or incident form on the same day as the verbal report through the employee app. It's crucial to provide detailed and objective documentation at all times.
We believe in continuous professional development. Ongoing training sessions are available through the employee app and are mandatory for all caregivers. These sessions include topics like CPR certification, infection control, and other key areas.
Keep an eye on the app for updates on required and optional training sessions.
As a Medicaid provider, Silver Home Care operates within the guidelines of the Community Health Choices (CHC) program. Compliance with state and federal regulations is not just an expectation—it's a requirement. Noncompliance can impact the agency and lead to consequences for employees.
Critical Information
Understanding your role as a Direct Care Worker is essential for client safety and your professional protection.
As a non-medical home care provider, you provide personal care and companionship services. You are NOT licensed to perform medical or nursing tasks. Following these boundaries protects both you and the client.
These activities are PROHIBITED and may result in immediate termination:
If a client or family member asks you to do something that is NOT in the care plan or you're unsure about:
Following your scope of practice protects you from liability and ensures client safety.
Questions about your scope of practice?
Call Office: (800) 719-6912Before employees are permitted to transport clients in their personal vehicles or drive the client's vehicle, they must first be approved by the agency.
For those willing to provide transportation, it can open up more work opportunities, as many clients rely on this service. However, even if you're not comfortable driving clients, being able to assist them by running errands on their behalf is also highly valuable and can lead to a broader variety of assignments.
We understand that transporting clients isn't for everyone, and we fully respect those who prefer not to do so.
It's important to note that transporting a client must be both safe and appropriate. The agency will assess this, and transportation should only occur if:
Your safety, as well as the client's, is always our top priority.
Mileage reimbursement will be paid at $0.75 per mile.
We understand that transportation issues can arise, but they should never stop you from being able to work.
One-Time Transportation Problem:
If your vehicle breaks down or you encounter a one-time transportation problem, please notify us immediately. In such cases, we will cover the cost of an Uber to and from work for that day.
Long-Term Transportation Challenges:
For more long-term or ongoing transportation challenges, reach out to us to discuss temporary alternatives. This may include temporary support with transportation costs, such as assisting with Uber for a specified period.
We understand how a simple transportation issue can undermine everything else. While we can't promise a solution for every situation, we are here to support you and help find the best way forward to keep you working and on track if we can.
Silver Home Care complies with the 21st Century Cures Act EVV mandate, and we use HHA Exchange for collecting visit data.
Employees are required to clock in and out through the HHA Exchange mobile app
Always punch in and out from inside the client's residence after greeting the client
Do not punch in from outside
Critical Requirement
A near perfect rate of compliance with the EVV process is essential to maintain your employment with Silver Home Care.
There are several situations where you may not punch in or out as expected, such as technical issues, starting or ending a visit outside the residence, or simply forgetting. It's important to follow the correct steps in each case to ensure your time is accurately tracked and all procedures are followed.
You will not be held accountable for technical issues or circumstances beyond your control, such as visits that occur outside the client's residence, as long as the reason is documented and reported. However, repeated missed punches for avoidable reasons, such as forgetting, will result in intervention from your supervisor to improve your compliance.
Pay period: Starts on Saturday and ends on Friday
Payday: The following Friday
If you need access to your pay earlier, we offer on-demand pay. This means you can request your pay at any time, as long as you have hours worked, and we will direct deposit it to your account the following day.
Your pay stub and payroll information are available through Workforce. For instructions on how to access your pay stubs, please refer to the Workforce section in the Employee app.
Awake Overnight Requirement
Per Community Health Choices (CHC) guidelines, caregivers working overnight shifts must remain awake to ensure client safety and compliance with care standards.
To meet this requirement, all overnight caregivers must check in at the following times using the overnight check-in form in the Employee app:
1:00 AM
3:00 AM
5:00 AM
These check-ins confirm that you are awake and fulfilling your duties.
If a check-in is missed, you may receive a call, and it is imperative that you answer to confirm that you are awake.
Failure to complete check-ins or respond to verification calls may result in disciplinary action, as overnight wakefulness is a regulatory requirement and critical to client safety.
As a direct care worker, you are at the heart of our mission, and person-centered care is your guiding principle. Your work will not only support our clients in their daily lives but will also ensure they feel heard, valued, and respected.
Keep in mind: Clients have the right to refuse any part of their care plan whenever they choose. Your role is to support them in achieving their personal goals—it's about working together to provide the care that feels right for them.
Quick answers to common questions from new hires
Still have questions?
Don't hesitate to reach out to your supervisor or the office. We're here to support you!
Special Care Option
Our Dedicated Caregiver Program allows clients to choose someone they already know and trust—usually a friend or family member—to be hired as their personal caregiver. This option is most commonly used with Community HealthChoices (CHC) or Veterans programs, where clients have the flexibility to select their own caregiver.
Dedicated caregivers work exclusively with their assigned client and do not provide care to other clients. However, they must meet all the same employment qualifications and complete all the same requirements as any other Silver Home Care employee:
Now that you've completed your orientation, here's what happens next
Make sure all required documents and forms are submitted, including:
HHAeXchange Mobile App
Required for clocking in/out, viewing your schedule, and documenting visits. Download from the App Store or Google Play.
Employee Portal
Access training materials, forms, policies, and important updates. Login credentials will be provided by the office.
Access mandatory training courses through the employee app, including:
Once all paperwork and training is complete, Patty (our Staffing Manager) will reach out to offer you your first shift. You'll receive:
You're ready to begin your journey as a direct care worker! Remember:
Starting a new job can feel overwhelming, but you're not alone. If you have questions at any point, don't hesitate to reach out to Patty, your supervisor, or the office. We want you to succeed and feel confident in your role!
Save this page or take a screenshot! Here are the most important contacts and reminders you'll need.
MEDICAL EMERGENCY
911
Main Office & Employee Hotline
1-800-719-6912
Business Hours (9-5): General questions
After Hours (Press 3): Scheduling, call-outs,
lateness, on-shift support
Patty Carvalho - Staffing Manager
(954) 520-2843
Your direct contact for scheduling and questions
Kelly (Owner)
(267) 547-0310
EVV Clock In/Out
ALWAYS punch from inside client's home after greeting them. If you can't use the app, use the client's phone to punch in. Call the office in real-time to report any EVV issues.
Calling Out or Running Late
You MUST CALL - texting or voicemail alone is NOT acceptable.
Business hours: Call Patty • After hours: Call 800 number and
press 3
Scheduling Matters Go Through the Office
All scheduling requests, changes, and issues must go through the office. Do not arrange shifts directly with clients.
Messages & Communication
Routine matters: Contact us during business hours (9-5). For voicemail/text: Don't assume we received it until we confirm receipt.
Never Leave Before Your Shift is Over
NEVER leave early or skip a shift without office approval. Client abandonment is grounds for immediate termination.
Cell Phones & Earbuds
On silent, out of sight. NO earbuds ever
Never Administer Medications
Remind only, never give meds or use ATM cards
Document Everything
Leave notes in HHA Exchange after every shift
Payday
Every Friday
Holiday Pay
1.5x on 6 holidays
Mileage
$0.75 per mile
Overnight Check-ins
1 AM, 3 AM, 5 AM
Print this and keep it with you!
Important Documents
In addition to this Orientation, every caregiver at Silver Home Care is provided with the Employee Handbook. While Orientation explains our mission, daily expectations, and how to succeed in your role, the Handbook contains the formal policies and legal protections that guide your employment. It is your responsibility to read, understand, and follow both documents together.
The Handbook includes policies required by Pennsylvania law, Community HealthChoices contracts, and federal regulations. Among the most important are:
State-required background checks and ongoing eligibility to work in home care.
Physical exam, TB testing, and other health screenings.
Overtime rules (time-and-a-half over 40 hours per week), pay frequency, holiday rules, and breaks, in line with the Fair Labor Standards Act (FLSA) and Pennsylvania labor law.
Coverage for injuries that happen while on the job and the process for reporting them.
Rules for protecting client health information, both written and electronic.
Zero tolerance for discrimination or harassment, in compliance with Title VII, ADA, ADEA, and the Pennsylvania Human Relations Act.
No drugs, alcohol, or impairment while on duty.
How to request family or medical leave when needed.
Steps the agency takes for violations, and the actions that may result in immediate termination (e.g., abuse, neglect, fraud, no call/no show).
The Employee Handbook is a legally binding document. It ensures Silver Home Care complies with 28 Pa. Code Chapter 611, labor laws, and CHC standards, while giving you clear protections as an employee. Orientation shows you how to apply policies in daily work; the Handbook is where the complete rules live.
Caregivers must acknowledge receipt of the Handbook and are expected to review it in full. If you have questions about any policy, reach out to Kelly Schmunk ([email protected], 267-547-0310) or Patty Carvalho ([email protected], 954-520-2843) for clarification.
You've completed your orientation and are ready to begin your journey with Silver Home Care. Please acknowledge that you've reviewed all the materials by completing the form below.
Where we improve lives one visit at a time
We're thrilled to have you join our team of dedicated caregivers. Your commitment to providing compassionate, person-centered care will make a real difference in the lives of our clients every single day.
Download HHAeXchange
Essential for clocking in/out, viewing your schedule, and accessing care plans
Employee Resources
Access policies, training materials, and forms through the employee portal
Questions? We're here to help!
Main Office: 1-800-[YOUR-NUMBER]
Monday - Friday: 9 AM - 5 PM
24/7 Employee Hotline: Press 3 on main line
Required Acknowledgment
Check each box to confirm you've reviewed all orientation materials. Sign and submit when complete.
