This orientation is designed to prepare you for success as a Direct Care Worker. You'll learn about our mission, policies, procedures, and everything you need to know before your first shift.
Time
60-90 min
Format
Self-Paced
Status
Required
Dear New Team Member,
On behalf of everyone at Silver Home Care, welcome to our team! We're glad you've chosen to join us in our mission to improve the lives of those we serve.
As a Direct Care Worker, you are the heart of our organization. You'll spend more time with our clients than anyone else, and the care and professionalism you bring to each visit directly impacts their quality of life.
This orientation handbook has been designed to set you up for success. Inside, you'll find everything you need to know about our mission, our values, our policies, and the practical details of your role. We've tried to anticipate your questions and provide clear answers.
You'll face new situations, and you'll have questions—that's expected and normal. Our office is here to help. Don't hesitate to call when you need guidance or support.
Take your time with this orientation. Read carefully. Watch the videos. Ask questions. And remember: every day is an opportunity to make someone's day better. That's what this work is all about.
We're glad to have you on board.
Best regards,
Kelly Schmunk
Administrator
Silver Home Care
Patti Carvalho
Staff Supervisor
Silver Home Care
Understanding how your work fits into the bigger picture
To improve lives, one visit at a time, through dependable person-centered care.
This isn't just a statement on our website—it's the reason we exist. Every policy, every procedure, and every decision we make comes back to this mission.
The bottom line: When you show up prepared, engaged, and professional, you're living our mission.
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 your first shift
Review all policies and procedures thoroughly
Complete all required training videos
Fill out all necessary paperwork
Acknowledge completion with signature
Time Needed
60-90 min
Format
Self-Paced
Completion
Required
Questions about getting started? Call us at (800) 719-6912
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.
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.
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.
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.
At Silver Home Care, person-centered care is more than a philosophy—it's the foundation of everything we do. You're not just completing tasks; you're partnering with clients to help them live life on their own terms with dignity, respect, and independence.
Person-centered care means putting the client at the center of all decisions and care activities. It's about treating each person as a unique individual with their own preferences, goals, routines, and life story—not just a list of tasks to complete.
It's not about doing things FOR them—it's about doing things WITH them.
These values guide every interaction with your clients
Every client deserves to be treated with respect and honor, regardless of their physical or cognitive abilities. Protect their privacy and self-worth in all situations.
Encourage clients to do as much as they can for themselves. Your job is to support, not take over. Independence promotes confidence and quality of life.
Clients have the right to make decisions about their care, daily routines, and lifestyle—even choices you might not agree with (unless unsafe).
Honor each client's values, beliefs, preferences, and life experiences. Listen actively and validate their feelings and concerns.
Each client is unique. Learn their life story, hobbies, routines, and preferences. Personalize care to fit who they are, not a one-size-fits-all approach.
Work collaboratively with clients, their families, and the care team. You're partners in care, not an authority figure telling them what to do.
Example: If Mrs. Johnson likes to sleep until 9 AM and have her shower in the evening (not morning), honor that routine—even if it's different from what you'd prefer. It's her home and her life.
Person-centered care starts with truly listening to your clients—not just hearing words, but understanding their needs, concerns, and preferences.
Your goal is to help clients maintain and regain independence—not to do everything for them. This preserves their dignity and improves quality of life.
Balance: It's okay to help when truly needed for safety—but always ask first and encourage participation: "I'm going to help steady you while you stand."
Remember: Loss of physical ability does not mean loss of dignity. Every client deserves respect during vulnerable moments like bathing or toileting.
Clients have the legal and ethical right to make their own decisions about their care and life, including choices you may disagree with.
What If a Client Refuses Care?
See person-centered care in action
Mr. Garcia wants to wear his favorite sweater that has a small stain on it. You might think it looks unprofessional, but it's his choice. Person-centered care means respecting his decision and helping him wear what makes him happy.
Mrs. Chen prefers to eat dinner at 8 PM (later than you'd recommend). Unless there's a medical reason to change it, honor her routine. It's her life and her schedule.
Mr. Johnson refuses his shower today. Instead of insisting, you ask: "I understand you're not feeling up to it. Would you like a sponge bath instead, or should we try again this afternoon?" Offering choices respects his autonomy.
"We need to do your shower now because I have another client at noon." This is task-centered, not person-centered. You're prioritizing your schedule over the client's preferences and autonomy.
When you embrace person-centered care, you're not just a caregiver—you're a partner, advocate, and supporter helping clients live their best lives with dignity and joy.
Every client has fundamental legal and ethical rights that must be respected and protected. As a Direct Care Worker, you are not only a caregiver—you are an advocate and protector of these rights.
These rights are protected by federal and state law. Clients retain these rights regardless of their physical or cognitive abilities.
Clients have the right to be treated with dignity, respect, and consideration at all times, regardless of their condition or behavior.
Clients have the right to privacy during personal care, confidentiality of their health information (HIPAA), and private conversations.
Clients have the right to make their own decisions about their care, daily routines, diet, activities, and lifestyle choices.
Clients have the right to be free from physical, emotional, verbal, sexual, or financial abuse, neglect, and exploitation.
Clients have the right to voice complaints, concerns, or grievances without fear of retaliation or negative consequences.
Clients have the right to refuse any aspect of care, treatment, or service—even if you disagree with their decision (unless it poses immediate danger).
Autonomy means clients have the right to make their own decisions about their lives and care—even choices you might not agree with or understand.
Clients have the legal right to refuse care—even if you believe it's in their best interest. Here's how to handle refusals professionally:
Don't take it personally or become frustrated. Respect their decision without judgment.
"Can you help me understand why you'd prefer not to do this right now?" Understanding their reason may reveal solutions.
"Would you like to try again later?" "Would a sponge bath be better than a full shower?"
Note the date, time, what was refused, and any reasons given. Be factual, not judgmental.
Always report refusals to the office—don't just skip the task and say nothing.
Forcing care is a violation of client rights and may constitute abuse.
If a client's refusal puts them or others in immediate danger (e.g., refusing to take critical medication, attempting to leave in unsafe conditions), notify your supervisor immediately and follow emergency protocols.
Even in emergencies, use the least restrictive intervention necessary and document everything.
As a DCW, you are legally and ethically obligated to protect and advocate for client rights. This means speaking up when you witness violations.
Clients have a legal right to privacy under HIPAA (Health Insurance Portability and Accountability Act). You are legally required to protect their health information.
HIPAA violations can result in fines up to $50,000 and criminal charges. Protect your clients—and yourself.
Protecting client rights isn't just policy—it's your professional and ethical duty. When you respect and advocate for these rights, you create an environment of trust, dignity, and quality care.
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. Understanding how scheduling works helps you manage your work-life balance effectively.
Our scheduling process is designed to match the right caregiver with the right client based on skills, preferences, location, and availability. Here's what you need to know:
You are responsible for checking your schedule in the HHA Exchange mobile app regularly.
Don't assume your schedule is correct if you haven't checked it. "I didn't check the app" is not an acceptable excuse for missing a shift.
Sometimes, assignments come up on very short notice due to call-outs, emergencies, or sudden client needs. These last-minute shifts are critical to maintaining quality care for our clients.
Being flexible and available for last-minute shifts makes you a valuable team member! We remember who steps up when we need help.
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, Patty Carvalho.
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, it's important to understand your employment status:
The clients you work for are clients of Silver Home Care, not your personal clients. This policy protects both you and our clients.
Consequences:
Violating this policy may result in immediate dismissal from the agency and potential legal action. This is taken very seriously.
Why this matters: Solicitation violates client trust, breaks your employment agreement, and may expose both you and the client to legal and insurance liabilities. When you work through the agency, everyone is protected by proper insurance, oversight, and legal compliance.
All scheduling questions and issues should be directed to your scheduling supervisor, Patty Carvalho. Don't hesitate to reach out if you need clarification.
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.
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, policies, and operational procedures.
Community HealthChoices (55 Pa. Code Chapter 52)
Governs Medicaid-funded services, including CHC requirements for documentation, EVV, and service delivery.
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 Chapter 611 regulations (licensing standards for home care agencies).
The CHC plans we work with (UPMC, Keystone First, and PA Health & Wellness) conduct random audits to verify compliance with both Chapter 611 and Chapter 52 standards.
Auditors check documentation, EVV records, care plans, caregiver training files, background checks, and compliance with service authorizations.
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.
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."
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.
Before 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.
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.
We value your dedication to our clients. Here's a comprehensive overview of the benefits and perks available to you as a valued member of the Silver Home Care team.
Know someone who would be great for our team? Refer a qualified caregiver and earn a bonus when they complete their probationary period!
We celebrate your outstanding work and dedication through various recognition initiatives:
Manage your work seamlessly with our intuitive caregiver mobile app:
Available to employees working 30+ hours per week
Medical, dental, and vision coverage options (available after 90 days)
Accrued PTO for vacation, sick days, and personal time
Retirement savings plan with company match (eligible after 1 year)
Basic life insurance coverage provided by the company
Income protection during temporary disability
Employee assistance program and wellness initiatives
*Eligibility requirements and waiting periods apply. Contact HR for complete details on full-time benefits enrollment.
We're here to help you understand and make the most of your benefits package. Contact our HR team or your supervisor for any questions.
Professional appearance matters. Your clothing and presentation reflect our commitment to quality care and respect for our clients and their families.
Your appearance is the first impression clients and families have of Silver Home Care. A professional, clean appearance demonstrates respect, competence, and care for your work.
Silver Home Care will provide you with:
Safety is paramount. Your shoes protect you from slips, spills, and injuries.
Your Silver Home Care ID badge must be visible and worn during every shift. This identifies you as an authorized caregiver and provides security for clients and their families.
In winter, wear appropriate outerwear when traveling between clients. Remove bulky coats while providing care to maintain mobility and professionalism.
When infection control requires PPE (gowns, gloves, masks), wear them over your regular uniform or approved clothing. Always follow infection control protocols.
Some clients may request you remove shoes at their door or wear specific protective items in their home. Always comply with reasonable client preferences while maintaining professional standards.
Failure to comply with dress code and appearance standards may result in:
Time spent going home to change clothing will not be paid. Plan ahead and dress appropriately!
When in doubt, err on the side of being more conservative and professional. If you have questions about whether something is appropriate, ask your supervisor before wearing it to work.
We serve diverse clients from many backgrounds, cultures, religions, and life experiences. Cultural competency means respecting and adapting to each person's unique values, beliefs, and preferences while providing exceptional care.
Cultural competency isn't just a policy—it's about treating every client with dignity, respect, and understanding. When you honor a client's cultural background, you build trust, improve care outcomes, and create meaningful connections.
These fundamental principles guide all of our care interactions
Honor each client's beliefs, values, traditions, and preferences—even if they differ from your own. Respect is the foundation of trust.
Recognize your own cultural background, biases, and assumptions. Understanding yourself helps you avoid imposing your beliefs on others.
Approach differences with curiosity, not judgment. Be willing to learn about practices and perspectives that are new to you.
Ask questions respectfully when you don't understand. Listen actively and adapt your communication style to each individual.
Adapt your caregiving approach to meet the unique needs and preferences of each client. One size does not fit all.
Acknowledge that you don't know everything about every culture. It's okay to ask, learn, and make mistakes—just be willing to grow.
Religious and spiritual beliefs deeply influence many clients' daily lives, dietary choices, healthcare decisions, and end-of-life wishes.
Example: A Muslim client may need to pray five times daily facing Mecca. Help them maintain their prayer schedule and respect their prayer time as you would any important appointment.
Many clients speak English as a second language or have limited English proficiency. Clear communication is essential for safety and quality care.
Never: Mock accents, speak baby talk, or make clients feel inferior because of language differences.
Food is deeply connected to culture, religion, and identity. Dietary restrictions and preferences must be strictly honored.
Cultural and religious norms around gender, modesty, and physical contact vary widely and must be respected.
Silver Home Care provides inclusive, respectful care to LGBTQ+ clients and their families. Discrimination of any kind is not tolerated.
Legal Requirement: Discrimination based on sexual orientation or gender identity is illegal and will result in immediate termination.
Use person-first language and focus on abilities, not limitations. Every client deserves dignity and independence.
You won't know everything about every culture—and that's okay! The key is to approach differences with respect and a willingness to learn.
"I want to be respectful of your traditions. Can you help me understand your preferences for...?"
Apologize sincerely, learn from it, and adjust your approach. Most clients will appreciate your effort and honesty.
Contact your supervisor or Silver Home Care office. We're here to help you navigate cultural differences respectfully.
Silver Home Care has a zero-tolerance policy for discrimination, harassment, or bias based on:
Violations will result in immediate disciplinary action, up to and including termination.
Your personal beliefs do not exempt you from providing respectful, professional care to ALL clients. If you cannot provide unbiased care, this is not the right position for you.
Cultural competency is an ongoing journey, not a destination. Silver Home Care provides regular training opportunities to help you continue growing as a culturally competent caregiver.
You've completed orientation—congratulations! Here's what happens next as you prepare to begin providing care.
Complete these steps to finalize your onboarding and prepare for your first assignment.
Review all sections and submit the acknowledgment form at the bottom of this page.
You'll need to complete and submit:
Install and set up these essential apps:
Provide proof of:
Attend or complete:
You may be assigned to shadow a senior caregiver for your first few shifts to observe best practices and get hands-on guidance.
Once all steps are complete, you'll be contacted by the scheduling supervisor with your first client assignment. Welcome to the team!
Our HR team is here to help you through every step of the process. Don't hesitate to reach out!
Save this reference card! Important contacts, policies, and procedures you'll need in your daily work.
Direct Care Worker Quick Reference
Medical Emergency
911
Call immediately for life-threatening situations
Office Emergency Line
(555) 123-4567
Available 24/7 for urgent issues
Elder Abuse Hotline
1-800-222-8000
Report suspected abuse immediately
Poison Control
1-800-222-1222
For poisoning or overdose concerns
Main Office
General inquiries, non-urgent questions
(555) 123-4567
Scheduling - Patty Carvalho
Shift assignments, schedule changes
(555) 123-4568
HR Department
Payroll, benefits, personnel issues
(555) 123-4569
Clinical Supervisor
Care questions, client concerns
(555) 123-4570
Client Abandonment
Once you accept a shift, you MUST complete it. Leaving early = abandonment = termination.
Cell Phone Policy
Keep phone on silent. Brief emergency calls only. NO social media, texting, or videos while working.
Solicitation - ZERO TOLERANCE
NEVER offer to work privately for agency clients. Immediate dismissal + legal action.
HIPAA Confidentiality
Client info is PRIVATE. No discussing clients with friends/family. No social media posts.
EVV Clock In/Out
Clock in within 10 min of start time. Clock out immediately when leaving. Use HHA Exchange app.
Client Rights
Clients can refuse care. Never force or pressure. Document refusals and notify supervisor.
10
Min grace period for clock in
24
Hours notice for call-outs (whenever possible)
1.5x
Holiday pay rate
0
Tolerance for solicitation
Save this reference! Take a screenshot or print this page for quick access.
💡 Tip: Print this card and keep it with you or take a photo for easy reference
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!
Required Acknowledgment
Check each box to confirm you've reviewed all orientation materials. Sign and submit when complete.
