Welcome to Our Team
You are stepping into work that matters.
Every shift you work represents trust. A family is trusting you with someone they love. A client is trusting you inside their home. That is not small. It is personal, and we treat it that way.
At Silver Home Care, we improve lives one visit at a time. That is not a slogan. It is the standard. Every visit is an opportunity to protect someone's dignity, support their independence, and create stability in their day.
We expect professionalism from the start. That means punctuality. Clear communication. Accurate documentation. Following the care plan. Calling the office in real time when something is wrong. If you are unsure, you ask. If there is a safety concern, you report it. Accountability is part of compassion.
Kindness matters here. Respect matters here. So does reliability.
You will work independently in clients' homes. There is no manager down the hallway. Your integrity is your supervision. How you show up when no one is watching defines your professionalism.
We also believe in supporting you. If you need guidance, we are here. If you want to grow, we will invest in you. If you bring commitment and heart to this role, you will build a meaningful career in home care.
Take this orientation seriously. Learn the standards. Ask questions. Understand that the small details — clocking in correctly, documenting thoroughly, following safety steps — are what protect our clients and protect you.
You are not just filling shifts. You are improving lives.
We are glad you are here.
Sincerely,
Kelly Schmunk
Administrator
Silver Home Care
Patti Carvalho
Staff Supervisor
Silver Home Care
This orientation covers everything you need to know before your first shift. Review each section carefully. If you have questions along the way, reach out to the office—we're here to support you.
Jump to any topic below
Time
60-90 min
Format
Self-Paced
Status
Required
This isn't just a tagline—it's the foundation of everything you do as a caregiver. Let's break down what each part really means.
Watch our leadership team explain what our mission means in practice
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Your work has real impact. You're not just completing tasks—you're enhancing quality of life, restoring dignity, and helping people thrive in their own homes.
Every small action—a kind word, a gentle touch, a patient ear—makes someone's day better.
Change doesn't happen overnight. Each visit is an opportunity to build trust, provide comfort, and make progress—one step at a time.
Focus on being present and doing your best in THIS moment, with THIS client, during THIS visit.
This is HOW we improve lives. It's the combination of being reliable AND putting the client at the center of everything.
You can't have one without the other—reliability without personalization is cold, and personalization without reliability is empty.
Our mission rests on two inseparable principles. Both must be present in every interaction.
Clients and families must be able to count on you—every single time.
Without dependability, clients can't trust you. Trust is the foundation of care.
Every client is unique—care must be tailored to their individual needs, preferences, and goals.
Without person-centered care, clients become tasks instead of people.
These two principles are inseparable. One without the other fails both the client and the mission.
You show up on time and complete tasks, but you ignore client preferences, rush through care, and treat everyone the same. Result: Clients feel like burdens, not people.
You're warm and caring when you're there, but you arrive late, call out frequently, or forget commitments. Result: Clients can't rely on you, and trust is broken.
You show up consistently, arrive on time, and follow through on commitments—AND—you listen to clients, respect their choices, adapt to their needs, and treat them with dignity. Result: Lives are truly improved, one visit at a time. ✨
Real examples of dependable person-centered care in action
Dependable: You arrive at 8:00 AM as scheduled, ready to start the day.
Person-Centered: Instead of rushing Mrs. Smith through breakfast, you ask how she slept, let her choose what to wear, and prepare her coffee exactly the way she likes it—strong with one sugar.
Dependable: You complete the bathing task safely, following proper techniques and documenting thoroughly.
Person-Centered: You knock before entering the bathroom, explain each step before doing it, protect Mr. Garcia's privacy with towels, and let him wash what he can reach himself to maintain his independence.
Dependable: You notice Mrs. Chen seems more confused than usual and immediately call your supervisor to report the change.
Person-Centered: While waiting for guidance, you sit with Mrs. Chen, speak calmly, validate her feelings, and engage her in a familiar activity that brings her comfort.
Please confirm your understanding of our mission and commitment to dependable person-centered care
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Every decision you make, every action you take, should be guided by this mission: improving lives, one visit at a time, through dependable person-centered care.
When you're unsure what to do, ask yourself: "Is this dependable? Is this person-centered? Will this improve this client's life?" If the answer is yes to all three, you're on the right path.
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. Below you'll meet the key team members who make everything run smoothly.
The dedicated professionals who support you every day
Owner & 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 & 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 & 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.
Every member of our team is dedicated to helping you succeed as a caregiver. Don't hesitate to reach out when you need guidance or support.
As a Direct Care Worker, you'll provide a wide range of non-medical services that help clients live safely and independently at home. Here's what you'll be doing:
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.
Reminder only - not administration
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.
Supporting family caregivers
Provide around-the-clock care for clients who need continuous support. Shifts rotate among caregivers to maintain consistent coverage.
Not every client will need all of these services. Your care plan will specify which services each client requires. Always refer to the care plan and follow the client's preferences and needs.
Learn what's expected of you as a Direct Care Worker, including your responsibilities, conduct standards, and scope of practice.
Success in this role requires more than just showing up. You are responsible for providing dependable, high-quality care that makes a real difference in your clients' lives. Here's what we expect from you every single day.
These are the fundamental duties you must fulfill on every shift
Clients depend on you. Arriving late or leaving early disrupts their care and creates problems for everyone.
Each client has a specific care plan outlining their needs, preferences, and authorized tasks. You must follow it precisely.
Complete, accurate documentation is legally required and protects both you and the client. "If it isn't documented, it didn't happen."
You are the eyes and ears for the client's family and medical team. Report any changes immediately.
Every client deserves respect and privacy, especially during vulnerable moments like bathing or toileting.
Safety is your top priority. Be proactive about identifying and addressing potential hazards.
Beyond the basic requirements, the best caregivers share these qualities:
Notice subtle changes in your client's condition, mood, or environment and report them proactively.
Put yourself in your client's shoes. Understand their fears, frustrations, and needs on a deeper level.
Keep supervisors, families, and clients informed. Ask questions when you don't understand something.
Think ahead to prevent issues. Be resourceful when challenges arise. Suggest solutions, not just problems.
Be consistent, honest, and dependable. Trust is earned over time through your actions, not your words.
Don't wait to be told what to do. If you see something that needs doing (within your scope), do it.
In an emergency, you are the first responder. Your actions can save lives.
Never leave a client in an emergency unless staying puts your own safety at risk. You have a duty to protect them.
Every responsibility listed on this page is essential to being a successful Direct Care Worker. If you cannot fulfill these duties, this role may not be the right fit. We're here to support you, but you must meet these standards consistently.
Everything you need to know about payment sources, billing, time tracking, payroll, and compensation policies.
Understanding how clients pay for care helps you understand the documentation requirements and regulations that govern your work. Here are the primary payment sources we work with.
You don't handle billing, but understanding payment sources helps you understand:
Pennsylvania's Medicaid managed care program for people who need long-term services and supports. This is our primary payment source.
Key Point: CHC plans have strict documentation and visit verification requirements—that's why EVV and thorough notes are mandatory.
Clients or families who pay directly for services without using insurance. They have more flexibility in scheduling and services.
Private pay families often rely heavily on your support—treat them with extra care and professionalism.
Private insurance policies specifically designed to cover long-term care services, including home care. We work with most LTC insurance providers.
Warning: Poor documentation or inaccurate time records can result in claim denials, which affects the agency's ability to serve the client.
VA benefits for eligible veterans and surviving spouses, including Aid & Attendance and Housebound allowances that can help pay for home care.
Many veterans are humble about their service. Recognize and appreciate their sacrifice with your professionalism and care.
Do not discuss billing, rates, or payment issues with clients or families. Direct all billing questions to the office.
Regardless of payment source, thorough documentation protects you, the client, and the agency. Always document accurately.
Clock in when you arrive, clock out when you leave. Inaccurate time tracking can cause billing issues and payment delays.
Insurance and Medicaid only pay for authorized services. Never provide services not listed in the care plan without supervisor approval.
Your job is to provide excellent, dependable person-centered care. Our billing team handles the rest. Just make sure your documentation and time tracking are accurate so we can get paid for the important work you do.
You may be assigned to clients through our Dedicated Caregiver Program. Here's what that means and what you need to know.
The Dedicated Caregiver Program allows clients to choose someone they already know and trust—usually a family member or friend—to be hired as their personal caregiver.
This is most common with Community HealthChoices (CHC) and Veterans programs, where clients have the option to select their own caregiver rather than being assigned one by the agency.
Dedicated caregivers work exclusively with one client. However, they must meet all the same employment requirements as any other caregiver on our team.
Dedicated caregivers are assigned exclusively to one specific client and do not provide care to other clients.
Even if you have a personal relationship with the client, you must maintain professional standards and follow agency policies.
Silver Home Care manages billing, insurance, payroll, and compliance. You focus on providing care.
You have access to supervisors and our support team for questions, guidance, and assistance.
If you have questions about the Dedicated Caregiver Program or your assignment, speak with your supervisor.
Critical information about regulations, emergency procedures, and policies that protect both you and our clients.
Rules, procedures, and safety guidelines for your work
Non-medical home care in Pennsylvania is overseen by several state and federal agencies. Here's what governs the care you provide.
These regulations exist to protect clients and caregivers. They set the standards for documentation, training, safety, and quality of care.
Following these rules isn't just about compliance—it's about ensuring every client receives safe, high-quality care.
Silver Home Care operates under these regulations
Home Care Agencies (28 Pa. Code Chapter 611)
Sets licensing standards for home care agencies, including training requirements, criminal background checks, health screenings, and operational procedures for agencies providing personal care, companionship services, and instrumental activities of daily living.
Home and Community-Based Services (55 Pa. Code Chapter 52)
Governs MA-funded waiver services under the Federally-approved Aging, Attendant Care, COMMCARE, Independence, and OBRA Home and Community-Based Service waivers and the Act 150 program. Sets provider qualifications, payment provisions, staff training requirements (§52.21), criminal history checks (§52.19), critical incident management (§52.17), and service coordination standards.
Federal Medicaid Compliance
Federal agency that sets standards for Medicaid programs nationwide, including fraud prevention and quality measures.
Electronic Visit Verification (EVV) Mandate
Federal law requiring electronic verification of all home care visits—this is why EVV clock-in/out is mandatory.
Mandatory Reporting Requirements
Pennsylvania law requiring caregivers to report suspected abuse, neglect, or exploitation of older adults.
The PA Department of Health conducts assessments to verify our compliance with 28 Pa. Code Chapter 611 regulations (licensing standards for home care agencies).
The PA Department of Human Services monitors waiver service providers under 55 Pa. Code §52.22 at least once every 2 years to ensure compliance with provider qualifications, service delivery, documentation requirements, and quality management standards.
Auditors check documentation, EVV records, service plans, staff training files, criminal background checks (§52.19), child abuse clearances (if applicable), staff competency reviews, critical incident reports (§52.17), complaint management systems (§52.18), and compliance with service authorizations under both Chapter 611 and Chapter 52 standards.
This Is Why Documentation Matters: Incomplete or inaccurate documentation can result in denied claims, lost revenue, and potential loss of CHC contracts. Your thorough notes protect the client, the agency, and your job.
Silver Home Care is committed to meeting all state and federal requirements. Compliance isn't just about avoiding penalties—it's about ensuring every client receives safe, high-quality care.
When issues arise, we address them promptly and use them as opportunities to improve our operations and better protect our clients and caregivers.
Clear communication is essential for providing excellent care. Here's how to stay connected with our team and when to reach out.
Home care is a 24/7 business, and we're 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.
Choose the right contact method 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 contact sheet below.
For time-sensitive matters, call the main 800 number and press 3 for the employee hotline.
Available 24/7 for urgent matters, emergencies, and on-shift support.
We strive to answer all calls promptly. If 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.
If your matter requires immediate attention and you're not getting through, call the 24/7 employee hotline (main number, press 3).
Your attendance and punctuality are critical to maintaining quality care.
If you're running late or need to call out, follow these steps:
All communications about scheduling, lateness, or call-outs must go through our office staff to ensure proper coordination and coverage.
Staffing and Scheduling Manager. Try calling her directly first.
After a few attempts, don't rely on voicemail or text. Call the main 800 number and press 3 for the employee hotline.
The hotline is available for scheduling issues, urgent matters, and on-shift support. Communication is key!
Maintaining professional standards is essential for creating a respectful, trustworthy home care environment. These guidelines ensure quality care and protect both you and the client.
Standards of conduct aren't just rules—they're safeguards that protect clients, their families, and you. Following these guidelines maintains trust, prevents conflicts, and ensures every interaction is professional and appropriate.
Your professionalism directly impacts client safety and well-being.
Maintain appropriate conversation topics that focus on the client's needs and well-being, not your personal life.
All personal and care information is confidential and protected by HIPAA. You must handle it with extreme care.
HIPAA Violation Warning: Sharing client information inappropriately can result in immediate termination, legal action, and fines up to $50,000.
Ethical behavior is the foundation of quality care. Acting with integrity means putting the client's needs first—always.
By prioritizing the client's needs without distractions, you ensure they receive the attention and care they deserve.
It's crucial to avoid any financial, legal, or emotional entanglements with clients or their families. These create conflicts that compromise professional boundaries.
If you encounter a conflict of interest or ethical concern, contact your supervisor immediately for guidance. We're here to help you navigate these situations.
Following these standards isn't just about rules—it's about maintaining trust, protecting vulnerable clients, and upholding the integrity of our profession.
When in doubt, ask your supervisor.
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.
Our clients depend on you for their safety, health, and well-being. Many are vulnerable and cannot care for themselves. Abandoning a client puts them at serious risk and violates the trust they've placed in you and our agency.
This is not just a policy violation—it's a matter of safety and potentially life or death.
Following these responsibilities ensures client safety and protects you from serious consequences:
Call the office immediately if you'll be late or need to be absent. Don't assume someone knows—always communicate.
If the client doesn't answer, notify the office immediately and remain on-site until the situation is resolved.
Don't leave the residence during your shift unless the care plan explicitly includes errands or shopping.
Remain for the entire duration of your assigned shift. Don't leave early, even if the client says it's okay.
If a shift handoff is required, wait until your replacement arrives before leaving. Never leave the client alone.
Accompany the client for the entirety of any outing and ensure their safe return home.
Provide the appropriate level of care and supervision as outlined in the care plan.
Be fully present and attentive to the client's needs at all times. No distractions, no exceptions.
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:
Loss of employment without warning
Potential legal action for negligence
Permanent record affecting future employment
Client abandonment is not just a policy violation—it can have life-threatening consequences and may result in criminal charges for neglect.
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 from liability and harm.
These tasks are within your scope as a Direct Care Worker
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:
Explain that you need office approval before performing any tasks outside your care plan
Reach out immediately for guidance—don't wait or assume
Write down what was requested in your shift notes with date and time
Do not perform the task without written approval in the care plan
Following your scope of practice protects you from liability and ensures client safety. When in doubt, always ask!
Your safety and the safety of your clients is our top priority. Know these procedures and be prepared to respond quickly and appropriately.
Recognize and respond to life-threatening situations
Proper response protocol to prevent further injury
Assess the situation first to avoid causing further injury
Ask if they're in pain, check for bleeding or deformities
Any sign of injury or inability to move requires immediate medical help
Keep them comfortable while waiting for help
Call Silver Home Care and emergency contacts immediately
If uninjured and able, help them up slowly using proper body mechanics
Always document, regardless of outcome
Remove client from immediate danger
Call 911 and activate fire alarm
Close doors to contain the fire
Evacuate to safety if necessary
Never fight a fire larger than a wastebasket. Your priority is client safety!
Act quickly - every minute matters
Check all rooms, closets, bathrooms, basement, garage
Yard, driveway, nearby sidewalks and streets
If client is not found, call police immediately
Call (555) 123-4567 immediately
Notify emergency contacts from care plan
Have recent photo and description ready for police
Complete an incident report for every emergency situation, no matter how minor. Documentation protects everyone.
Brief overview of reporting procedures for client-related concerns
Properly reporting client incidents and complaints ensures client safety, improves care quality, and protects both you and the agency.
Any unexpected event affecting a client's health or safety
Report Immediately
Call the office as soon as safe to do so, then complete written incident report within 24 hours
Any expression of dissatisfaction from client or family
Report Promptly
Notify your supervisor within the same shift or by end of day
Proper reporting protects you from liability and ensures issues are resolved quickly. Never hesitate to report concerns — you will not be penalized for good-faith reporting.
Your undivided attention is critical to providing excellent care. This policy ensures clients receive the focus and engagement they deserve.
One of the most common complaints from home care clients is excessive cell phone use by caregivers during work hours. Clients feel ignored, undervalued, and unsafe when caregivers are distracted by their devices.
Professional expectations for device use during shifts
Your cell phone should be on silent and out of sight during work hours. Your focus should remain entirely on the client's care, safety, and well-being.
Why? Clients deserve your full attention. Being present and engaged builds trust and ensures you can respond immediately to their needs.
We understand emergencies happen. If you absolutely must use your phone:
The client's needs always come first. Never use your phone if it compromises their safety or care.
Limit calls to 1-2 minutes maximum. Long conversations are unprofessional.
Always let the client know: "Excuse me, I need to take a quick call." Transparency builds trust.
If the client requires supervision, you MUST remain in visual/audible range at all times.
Zero tolerance policy - no exceptions
Wearing earbuds or headphones while working is absolutely prohibited under all circumstances. This is a safety issue and a violation will result in disciplinary action up to and including termination.
Fire alarms, medical alert devices, calls for help, falls, or emergency situations may go unnoticed.
Clients and families perceive earbuds as a sign you're not present, which damages trust and rapport.
Listening to audio (music, podcasts, etc.) prevents you from being fully focused on the client's needs.
You may miss verbal cues, requests for assistance, or changes in the client's condition.
Your client deserves your full, undivided attention. Excessive phone use or wearing earbuds is unprofessional, unsafe, and grounds for termination.
"When you're with a client, be present. Put your phone away, take out your earbuds, and focus on providing the compassionate care they deserve."
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.
Your well-being matters to us. Understanding how breaks work in home care ensures you're taking care of yourself while providing excellent client care.
Home care is unique because client safety and supervision are often continuous requirements. Unlike other jobs where you can easily step away, breaks in home care depend on the client's needs and level of independence.
For shifts over 4 hours, you're entitled to breaks - but how they're structured depends on whether you can safely leave the client or need to remain on-site.
When you must stay with the client during your break
If client care or safety requires you to remain in the home during your break, that time is PAID, and you do NOT need to clock out.
Example: You can eat lunch in the client's kitchen, rest in their living room, or read a book nearby - but you're still "on duty" and available if needed. This time counts as work hours.
When you can leave the home for a meal break
If the client's care level allows you to take an off-site break, such as for lunch, and you are fully relieved of your duties, the break is UNPAID.
You MUST call or text the office before leaving for an off-site break, even if you've been allowed to take breaks before. Client needs can change daily.
Call or text: "I'm about to take my lunch break off-site. Client is stable and safe. I'll be back in 30 minutes."
Contact the office every time before leaving, regardless of past approvals
Punch out when you leave, punch back in when you return
Standard break is 30 minutes. Need more time? Let the office know in advance
Client must be safe and stable before you leave. Never leave if there's any concern
Remember: The ability to take off-site breaks can vary by client and by day, depending on their changing needs. What was okay yesterday may not be okay today.
Important guidelines for professional conduct
You CANNOT smoke inside the client's home
This applies even if the client gives permission. It's against policy, unprofessional, and a health hazard.
You MAY step outside if client care permits
Go to a designated outdoor area, away from windows and doors
Keep it brief - 5 minutes max
Smoke breaks should be short. Prolonged absences are unprofessional.
Clients and families are often very sensitive to smoke odor. Follow these tips to remain professional:
Put on a jacket before smoking, then remove it before re-entering. Keeps smoke off your uniform.
Thoroughly wash your hands and wipe your face with a damp towel after smoking.
Use mints or gum immediately after smoking to eliminate breath odor.
Spray Febreze or similar product on your clothing after smoking.
Tie back or cover long hair while smoking. Hair holds odors strongly.
Avoid carrying cigarettes or half-smoked butts in your pockets. They spread smell.
On-Site Breaks: Paid. Stay in the home if client needs supervision.
Off-Site Breaks: Unpaid. Get office approval first, clock out/in.
Smoke Breaks: Never inside. Brief. Minimize odor.
"Your breaks should never compromise client safety or care quality. When in doubt, ask the office for guidance."
Understanding client surveillance systems protects both you and the clients we serve. Transparency and professionalism are essential in all situations.
At Silver Home Care, we recognize the value of surveillance systems in enhancing safety and security for both clients and caregivers. Cameras provide:
Professional conduct in all situations
You should assume that your actions may be recorded at any time, whether or not you're aware of camera placement. This mindset ensures you maintain the highest standard of ethical behavior in all situations.
If you're doing your job well, cameras are your best defense against false complaints or accusations. They provide objective evidence of your professionalism and quality of care.
Client agreements protect your dignity and privacy
When clients install surveillance cameras, they agree to certain privacy protections for our caregivers:
Cameras must NOT be installed in restrooms or any areas designated for personal use by caregivers. This protects your privacy and dignity. If you discover a camera in a restroom, report it to the office immediately.
We request that recordings of our caregivers NOT be distributed to social media or third parties without the caregiver's explicit written consent. Your image and work should not become public content without your permission.
Clients are encouraged (but not legally required) to disclose camera placement. Some states have different laws, but our policy is that you should always assume cameras are present and conduct yourself professionally at all times.
If you encounter any of the following situations, contact the office immediately:
We're here to support you. Your safety, privacy, and dignity matter. If something doesn't feel right, speak up and we'll address it immediately.
We support cameras — They enhance safety for everyone.
Assume you're always recorded — Maintain professionalism at all times.
Your privacy is protected — No cameras in restrooms or personal areas.
Report concerns immediately — We're here to protect your rights.
"If you're doing your job with integrity and professionalism, cameras are your ally, not your enemy. They protect both you and the client."
We value your dedication, especially during holidays. Here's how we show appreciation for working major holidays.
Work on six major holidays and earn 1.5x your regular hourly rate. This is our way of saying thank you for your commitment to our clients during special days.
Important: If you're already in overtime status, you'll receive your overtime rate but no additional holiday premium on top of it.
Eligible for time-and-a-half pay
January 1
Last Monday in May
July 4
First Monday in September
Fourth Thursday in November
December 25
Employees working on these six holidays receive 1.5x their regular hourly rate. For example, if you normally make $15/hour, you'll earn $22.50/hour on a holiday.
If you're already in overtime when the holiday falls, you'll receive your overtime rate (1.5x) but no additional holiday pay on top. You won't get "double time and a half."
If a holiday falls on a day you're not scheduled to work, it's treated as a regular day off. There's no paid holiday benefit if you don't work.
Holiday pay applies only on the specific calendar date of the holiday (e.g., December 25 for Christmas), regardless of any federal "observed" dates.
Need a holiday off? We understand! Submit your request at least 60 days in advance through the employee app to allow time for coverage arrangements.
We'll do our best to accommodate your request while ensuring clients receive uninterrupted care.
Key information about health & safety, task boundaries, client rights, care plans, and documentation requirements.
Protecting yourself and your clients
Your health and safety, along with that of the client, are paramount. Follow these essential practices:
What you can and cannot do
❌ Administer medications
Only licensed professionals can give medications
❌ Use client's debit card at ATM
Never handle client finances this way
Always follow the care plan. If a task isn't listed, contact the office before doing it.
Protecting dignity and privacy
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 concerns or complaints.
Required after every shift
All tasks completed
Tasks refused by client
Leave note in HHA Exchange app
Any incidents
Client complaints
Suspected abuse/neglect
Changes in client condition
You are legally required to report any signs of abuse, neglect, or exploitation without delay.
Additionally, fill out a complaint/incident form the same day as your verbal report through the employee app. Provide detailed, objective documentation.
Safety first — Use PPE, follow protocols, protect yourself and clients
Stay within boundaries — Follow the care plan, never exceed your scope
Document everything — Every shift, every task, every concern
Learn about training opportunities, keeping your information current, and specialized work requirements.
Ongoing education and professional growth opportunities
We invest in your growth. Ongoing training keeps you sharp, compliant, and confident in providing exceptional care.
Healthcare is constantly evolving, and so should your skills. Ongoing training sessions are mandatory for all caregivers and available through the employee app.
These sessions cover essential topics like CPR certification, infection control, dementia care, and more.
Convenient, on-demand learning at your fingertips
New trainings are added frequently. Check for required and optional sessions.
Mandatory trainings have deadlines. Missing them can affect your employment status.
Many trainings result in certifications that enhance your resume and career prospects.
Stay alert! You'll receive notifications when new training is available or when a deadline is approaching.
Examples of what you'll learn
Life-saving skills for emergency situations
Preventing illness and protecting clients
Understanding and supporting cognitive decline
Safe techniques to assist clients without injury
Recognizing and reporting signs of mistreatment
Staying current with regulations and policies
Not optional — it's the law
Pennsylvania Department of Health (28 Pa. Code Chapter 611): All direct care workers must demonstrate competency through examination or training programs covering required subject areas (§611.55). The agency must review each worker's competency at least once per year (§611.55(e)).
Pennsylvania Department of Human Services (55 Pa. Code Chapter 52): Staff members providing MA-funded waiver services must complete standard annual training on at least six topics including prevention of abuse and exploitation, critical incident reporting, participant complaint resolution, Department policies, quality management, and fraud prevention (§52.21(d)).
Noncompliance with state and federal training regulations can impact the agency's ability to operate and may lead to serious consequences for employees, including suspension or termination.
Missing Mandatory Training?
Failure to complete required trainings by the deadline can result in being pulled from the schedule until you're compliant. This applies to both Chapter 611 competency requirements and Chapter 52 annual training topics. Don't let it happen—stay on top of your training!
Training is mandatory — Complete all required sessions on time
Access through the app — Check regularly for new trainings and deadlines
Compliance is critical — Noncompliance affects your employment
"Your professional development isn't just about meeting requirements—it's about becoming the best caregiver you can be."
Optional but valuable—transporting clients can open more work opportunities and provide essential support to those who need it.
Before you're permitted to transport clients in your personal vehicle or drive the client's vehicle, you must first be approved by the agency. Transportation is never required—it's completely optional.
What you need to get approved
Valid Driver's License
Current and not suspended
Up-to-Date Car Insurance
Proof of active coverage
Safe, Well-Maintained Vehicle
Reliable and roadworthy
Complete Required Training
Safety protocols
Agree to the terms and safety policies set by the agency
More opportunities, greater impact
For those willing to provide transportation, it can open up significantly more work opportunities, as many clients rely on this service for medical appointments, grocery shopping, and essential errands.
Even if you're not comfortable driving clients, being able to run errands on their behalf (picking up groceries, prescriptions, etc.) is also highly valuable and can lead to more assignments.
We understand that transporting clients isn't for everyone, and we fully respect those who prefer not to do so. It will never be held against you.
When transportation is appropriate
Transporting a client must be both safe and appropriate. The agency will assess this, and transportation should only occur if:
It's in the Care Plan
Transportation must be explicitly included in the client's approved care plan
It's Approved by the Office
The office has reviewed and authorized the specific transportation request
Your safety, as well as the client's, is ALWAYS our top priority.
You'll be reimbursed at:
$0.75
per mile
You'll need to complete a Mileage Log for every trip you make with or for a client.
The log does the math for you!
Simply enter:
Pro Tip: You can type specific locations like "Giant in Fairless Hills" or "Jefferson Hospital" and the calculator will find them for you!
A link to the Mileage Log will be provided to you. Complete it after each trip to ensure accurate and timely reimbursement.
Opens in a new tab for easy access
We're here to help when problems arise
We understand that transportation issues can arise, but they should never stop you from being able to work. We're committed to helping you find solutions.
If your vehicle breaks down or you have a one-time issue:
Notify us immediately
We'll cover Uber to/from work that day
For ongoing transportation difficulties:
Reach out to discuss alternatives
Temporary support may be available
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.
Optional service — Never required, always respected
Must be approved — License, insurance, training required
$0.75 per mile — Fair reimbursement for your service
Emergency support available — We help when issues arise
EVV compliance is federally mandated and critical to your employment. Learn the requirements and procedures.
Silver Home Care complies with the 21st Century Cures Act EVV mandate. We use HHA Exchange for visit verification. Near-perfect compliance is essential to maintain your employment.
Use HHA Exchange App
Clock in and out through the mobile app—no exceptions
Punch Inside the Residence
Always clock in/out from inside the client's home after greeting them
NEVER Punch From Outside
Punching from your car, the driveway, or any location outside is strictly prohibited
When something goes wrong, follow these steps immediately
Submitting a Missed Punch form WITHOUT a real-time phone call to the office will result in delay or denial of payment for that shift.
You must call during the issue, not hours or days later. This is non-negotiable.
Remember: Call the office FIRST, then fill out this form
Federal law requires EVV — Compliance is mandatory
Punch inside the home — Never from outside
Call immediately if issues arise — Don't wait
Repeated non-compliance = consequences — Take it seriously
Everything you need to know about pay periods, payday, on-demand pay, and accessing your pay stubs.
Saturday through Friday
Your work week runs from Saturday to Friday. All hours worked during this time are included in that pay period.
The following Friday
You'll receive payment on the Friday after your pay period ends, via direct deposit to your bank account.
Example: Hours worked Saturday, Jan 1 through Friday, Jan 7 will be paid on Friday, Jan 14.
Need access to your earnings before payday? We offer on-demand pay for added flexibility.
To use on-demand pay, you must enroll and sign up. There is a small processing fee for each transaction, which is explained in detail in the enrollment form.
Enroll in On-Demand PayDuring your onboarding, you signed up for Workforce by Intuit. This is your one-stop portal for all payroll-related information.
Workforce by Intuit is a secure employee portal where you can manage all aspects of your payroll and employment information. It's accessible 24/7 from any device.
View & download pay stubs — Current and past pay periods
Access W-2 forms — Available at tax time
Update direct deposit — Manage your bank information
View tax withholdings — Review deductions and withholdings
Track YTD earnings — See your year-to-date totals
How to Access Workforce:
Need Help Accessing Workforce?
If you didn't receive your Workforce login information, forgot your password, or need assistance accessing your account, please contact the office. We're here to help!
Keep Your Information Updated
It's important to keep your personal information current in Workforce, including your address, phone number, and direct deposit details.
When you update information in Workforce, always notify the office as well to ensure all our records stay in sync.
Saturday to Friday — Your pay period
Friday after — Payday via direct deposit
On-demand pay — Access earned wages early
Workforce app — View pay stubs anytime
Keep your personal information and availability current to ensure smooth operations and accurate communication
Outdated contact information can lead to missed shifts, delayed communication, and payroll issues. Always keep your information up to date and notify us of any changes immediately.
If any of the following information changes, you must update it in Workforce AND notify the office:
Home Address
Needed for tax forms, mileage calculations, and emergency contact
Phone Number
Critical for urgent communication and schedule changes
Email Address
Used for official communications and payroll documents
Direct Deposit Information
Update in Workforce to change your bank account details
Emergency Contact
Must be someone who can be reached in case of emergency
Update in Workforce, then call or email the office to confirm the change
Your availability determines which shifts we can assign to you. Keep it current to maximize your work opportunities.
Your schedule or commitments change
You can work more or fewer hours
You need specific days off regularly
You want to pick up weekend or overnight shifts
More availability = more work opportunities and consistent hours!
Use this form to officially notify us of any changes to your personal information or contact details.
Submit this form whenever your contact information changes
Update Workforce first — Then notify the office
Call for availability changes — Give advance notice when possible
Emergency contacts matter — Keep them current
More availability = more hours — We match work to your schedule
Overnight caregivers have specific requirements to ensure client safety and CHC compliance.
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:
1:00 AM
First check-in
3:00 AM
Second check-in
5:00 AM
Final check-in
These check-ins confirm that you are awake and fulfilling your duties. They are required for compliance and client safety.
Complete at 1 AM, 3 AM, and 5 AM during overnight shifts
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.
Must stay awake — CHC regulatory requirement
Check in 3 times — 1 AM, 3 AM, and 5 AM
Answer verification calls — If check-in is missed
Non-compliance = disciplinary action — Take it seriously
We value your dedication to our clients. Here's what we offer to support you.
Available to employees working 30+ hours per week
🏥 Health Insurance
🏖️ Paid Time Off
💼 401(k) Plan
Final questions and orientation acknowledgment
Quick answers to common questions from caregivers
Required Acknowledgment
Check each box to confirm you've reviewed all orientation materials. Sign and submit when complete.
Understanding how Silver Home Care meets Pennsylvania regulatory requirements through our comprehensive onboarding, orientation, and training system.
How We Meet ALL Pennsylvania Requirements
Pre-Hire Assessment
Satisfies:
Practical Job Training
Satisfies:
Legal Policies
Satisfies:
Result: All three documents together ensure complete compliance with both 28 Pa. Code Chapter 611 (Home Care Agencies) and 55 Pa. Code Chapter 52 (HCBS Waivers).
Effective March 1, 2026
Enhanced Training Experience: Beginning March 1, 2026, all required training videos will be embedded directly into the competency exam. This streamlined approach allows you to watch training content and immediately demonstrate comprehension in one seamless experience—maximizing learning efficiency while maintaining full regulatory compliance.
Primary regulations for home care agencies providing personal care, companionship, and assistance with daily living.
Direct care workers must demonstrate competency on 16+ topics through examination or training.
✅ How We Satisfy This:
Core Topics (All Workers):
Personal Care Topics:
Agency must review each worker's competency at least once per year.
✅ How We Satisfy This:
Annual competency examination + ongoing monthly training modules throughout employment.
All workers must obtain State Police or Federal criminal history check.
✅ How We Satisfy This:
Pre-hire clearance requirement - completed before employment begins. Results maintained in employee file.
Required for workers serving persons under 18 years of age.
✅ How We Satisfy This:
Pre-hire ChildLine verification when applicable. Completed before assignment to clients under 18.
Workers must be screened for tuberculosis annually.
✅ How We Satisfy This:
Pre-hire TB screening + annual renewal. Documentation updated every 12 months per CDC guidelines.
Regulations for MA-funded waiver services (Aging, Attendant Care, COMMCARE, Independence, OBRA, Act 150).
Staff must receive training on these specific topics annually.
✅ How We Satisfy Each Topic:
1. Prevention of abuse and exploitation
→ Competency Exam + Orientation (Standards of Conduct, Client Rights sections)
2. Reporting critical incidents
→ Competency Exam + Orientation (Emergency Procedures, Incident Reporting sections)
3. Participant complaint resolution
→ Competency Exam + Orientation (Client Complaint Reporting, Grievance Procedures sections)
4. Department-issued policies and procedures
→ This Orientation Handbook + Employee Handbook (all agency policies)
5. Provider's quality management plan
→ Competency Exam + Orientation (Care Standards, Documentation sections)
6. Fraud and financial abuse prevention
→ Competency Exam + Orientation (Billing Ethics, Scope of Practice sections) + Employee Handbook
Staff must be trained on participant's service plan before providing services.
✅ How We Satisfy This:
Individualized client-specific training and care plan review before each new client assignment. Documented in employee file.
Provider must maintain documentation of staff attendance and training content.
✅ How We Satisfy This:
All training records maintained in employee file: competency exam results, orientation acknowledgment, handbook acknowledgment, ongoing training certificates, and attendance logs.
Pre-hire criminal history checks required per Older Adults Protective Services Act.
✅ How We Satisfy This:
Pre-hire criminal background checks (same as Chapter 611 requirement). Results maintained in employee file.
Record Retention: All documentation maintained per §611.51(b) and §52.15 for duration of employment plus required retention period. Available for regulatory audits/inspections.
By completing the pre-hire competency examination, reviewing this orientation handbook, and acknowledging the employee handbook, you have satisfied ALL Pennsylvania regulatory requirements for direct care worker hiring and training.
Regulations Met:
Federal and state law requires that you have access to important workplace notices about your rights as an employee. View all required labor law posters on our dedicated page.
Topics covered: Minimum wage, overtime, workplace safety, anti-discrimination, workers' compensation, unemployment benefits, and more.
View Labor Law PostersImportant: Bookmark the Labor Law Posters page for easy reference to your employee rights information.
