For Direct Care Workers
Welcome to Silver Home Care! This comprehensive orientation will prepare you for success in your role as a Direct Care Worker. Take your time to review each section carefully.
You can complete this orientation in the format that works best for you. Choose one:
Watch comprehensive video lessons that walk you through each topic. Videos are available further down this page.
Read through this complete written orientation guide below. Take your time with each section.
At Silver Home Care, our mission is to improve lives, one visit at a time. Every visit, every interaction, is an opportunity to make a meaningful difference—and you play an essential role in making this happen.
We believe exceptional care starts with genuine connection and mutual respect. Each client has unique needs and preferences, and it's our role to recognize, respect, and thoughtfully respond to them. By actively listening and working together as a supportive team, we create meaningful relationships and a positive experience for both clients and caregivers alike.
These guiding principles shape every action we take:
Creating an environment built on trust, empathy and genuine care.
Honoring every individual's worth, dignity, and choices.
Taking responsibility and consistently delivering quality.
Continuously improving and finding better ways to serve our clients.
Welcoming and embracing diversity in all its forms.
In the following sections, we'll walk you through everything you need to know as you start your journey at Silver Home Care. Please carefully review each section and follow the instructions provided.
Our provisional hiring process allows new employees to begin working while certain required clearances and background checks are being processed. Your continued employment beyond this provisional period depends on the satisfactory completion of all required checks.
Required for all new employees. This was initiated on your hire date and is usually completed immediately, but must not exceed 30 days.
Required if you've lived in Pennsylvania less than two years. Your appointment will be scheduled and must occur within 3 days of your hire date. Results usually arrive within 1–2 weeks; your provisional period cannot exceed 90 days.
You were required to disclose any criminal history during the hiring process. If a criminal record exists, Silver Home Care evaluates each situation individually, considering the nature of offenses, time elapsed, relevance to your position, references, and rehabilitation.
⚠️ Important: Providing false, misleading, or incomplete information will result in immediate termination upon discovery.
During the hiring process, you attested that you have never been excluded from Medicaid programs due to fraud, abuse, criminal convictions, or misconduct. 🚫 Employment cannot proceed if you have been excluded from Medicaid programs.
Required if you will be working in homes with residents under 18 years old. This clearance supports our commitment to protecting vulnerable individuals. 👶
If you have questions about these requirements or the provisional hiring process, please contact the office. We're here to help you through every step.
If your driver's license or state-issued ID does not clearly demonstrate that you've been a resident of Pennsylvania for at least two years, we will need additional documentation to confirm your residency. You may have already been notified if this applies to you.
⚠️ Important: Before sending documents, please redact (black out) any sensitive information such as account numbers or Social Security numbers. Your name and address must remain clearly visible.
Please text clear photos of your residency documents within 3 days to:
Include your full name and the words "Proof of Residency" in your text message.
If you are not a Pennsylvania resident or you cannot demonstrate two years of residency, you will be required to complete an FBI background check (Identogo fingerprinting).
Watch these essential videos before your first shift. Each covers critical policies and expectations.
Understanding Silver Home Care's mission and the importance of person-centered care
Proper handwashing technique and infection control practices
What abandonment means, why it's serious, and how to prevent it
Professional appearance standards and personal hygiene requirements
Tuberculosis testing requirements and annual health screening procedures
Complete Training Handbook
Read through all eight parts carefully. This handbook covers everything you need to know before your first shift.
To improve lives, one visit at a time.
In home care, improvement doesn't look like a big dramatic change. It looks like something quieter: a day that feels more manageable. A routine that holds. A person who feels safe enough to relax. A family member who isn't holding their breath all day wondering if help will show up.
You'll be there when people need help with things they used to do on their own—when they're frustrated, embarrassed, or grieving the loss of independence. In those moments, good care is not just about completing tasks. It's about how you deliver them: with patience, consistency, and genuine respect for the person in front of you.
Every shift you work has the capacity to make someone's day better—or worse. We trust you with that responsibility, and we will hold you to it.
Silver Home Care is a locally owned non-medical home care agency based in Fairless Hills, PA. We serve families throughout Bucks and Philadelphia counties with a hands-on approach—because we're not just building a business. We're invested in the people we serve, the caregivers we employ, and the community we're part of.
We provide non-medical home care services. This means Direct Care Workers support daily living needs but do not perform medical or nursing tasks. Our services are available to clients who pay privately, use most long-term care insurance plans, or receive Veterans benefits. We are also contracted with Pennsylvania's Community HealthChoices (CHC) program.
Oversees day-to-day operations. Hands-on and accessible.
Your main point of contact for scheduling, questions, and support.
Handles billing, payroll, compliance, and administrative operations.
Supports office and field staff, including delivering supplies.
As a Direct Care Worker, you'll provide various in-home services to help clients maintain their independence and quality of life. Here's what you need to know about each service category:
Assist clients with Activities of Daily Living (ADLs) including bathing, dressing, grooming, toileting, transferring, and mobility support. Personal care tasks help clients maintain dignity and hygiene.
Plan and prepare nutritious meals according to the client's dietary needs, preferences, and care plan. This includes cooking, serving meals, and cleaning up afterward.
⚠️ Reminder: Always follow the client's dietary restrictions and meal plan instructions.
Maintain a clean and safe living environment through light housekeeping tasks such as vacuuming, dusting, laundry, changing linens, and organizing living spaces.
Provide transportation and accompaniment to medical appointments, errands, shopping, and social activities. Ensure client safety and comfort during outings.
⚠️ Important: You must have valid auto insurance to provide transportation services.
Remind clients to take their medications as prescribed. You may only remind—you cannot administer, dispense, or manage medications in any way.
⚠️ Critical: Never touch, handle, open, or administer medications. This is strictly prohibited.
Provide social interaction, conversation, and emotional support. Engage clients in activities they enjoy, help combat loneliness, and maintain their mental and emotional well-being.
Now that you understand our services, let's clarify your role and responsibilities as a Direct Care Worker.
Personal Care Attendants provide service to individuals in their own homes and communities, who need assistance caring for themselves as a result of old age, sickness, disability, and/or other inflictions. Personal Care may include assistance with the activities of daily living, housecleaning, laundry, meal preparation, transportation, companionship, and respite.
Personal Care Attendants are responsible for ensuring that service is delivered in a caring and respectful manner, in accordance with relevant Agency policies and industry standards.
Reporting Relationship: Reports to Supervisor.
Note: Silver Home Care complies with the ADA and considers reasonable accommodation measures that may be necessary for eligible applicants/employees to perform essential functions. It is possible that a hire may be tested on skill/agility and may be subject to a medical examination conducted by a medical professional.
At Silver Home Care, our work is guided by the principle of person-centered care. This means we do more than complete a list of tasks—we focus on the client's goals, preferences, and choices. These rights are protected under Pennsylvania regulations (28 Pa. Code § 611.57 and 55 Pa. Code § 52.11).
⚠️ Important: Person-centered care does not mean doing whatever a client asks. It means balancing respect for the individual with the boundaries and structure of the care plan and agency policies.
Professionalism at Silver Home Care is about consistency and judgment, not formality. When you enter a client's home, you represent the agency, and the way you speak, act, and carry yourself shapes the client's experience of care.
As a Direct Care Worker, you will learn private details about a client's health, routines, and personal life. That information must stay protected. You may only share it with authorized Silver Home Care staff and only for legitimate care or safety reasons.
Financial and legal boundaries deserve special attention because good intentions can still lead to serious problems.
⚠️ If you are ever unsure whether something crosses a boundary, pause and contact your supervisor or the office for guidance.
At Silver Home Care, infection control is non-negotiable. The clients we serve are often elderly or medically fragile, which means something minor for you — like a cold — could be very dangerous for them. Following infection control rules is how we protect lives (28 Pa. Code § 611.56(b)(6)).
The most important step is hand hygiene. Wash your hands with soap and water before and after every care task, before preparing food, after using the bathroom, after removing gloves, and whenever your hands are visibly dirty. If soap and water are not available, use hand sanitizer, but always wash with soap and water when possible.
Use personal protective equipment (PPE) correctly. Gloves must be worn when assisting with personal care, toileting, or anything involving bodily fluids. Masks or additional PPE may be required depending on the client's condition or public health guidelines. Always follow the care plan and agency instructions.
Maintain environmental hygiene. Keep surfaces clean, handle laundry safely, store food properly, and prevent cross-contamination. Do not use the same gloves, utensils, or rags for multiple tasks.
Finally, take care of your own hygiene. You are expected to wear your Silver Home Care uniform top and arrive clean, neat, and free of smoke, perfume, or other strong odors. The way you present yourself reflects directly on the agency and on the respect we show our clients.
Your safety matters as much as the client's. Silver Home Care follows OSHA's Hazard Communication Standard and Pennsylvania workplace safety rules. This means:
If you are injured on the job, you are covered under Pennsylvania Workers' Compensation. Report all injuries to the office immediately so the correct process can be followed. See the Silver Home Care Employee Handbook for the full policy.
As a caregiver, you are a mandated reporter under Pennsylvania law (55 Pa. Code § 52.18; OAPSA). That means if you ever see, hear, or suspect abuse, neglect, or exploitation, you must report it immediately.
Abuse can be physical, verbal, emotional, sexual, or financial. Neglect can mean failing to provide food, hygiene, safety, or medical attention. Exploitation often involves financial or legal manipulation, like stealing money, pressuring a client to sign documents, or misusing their benefits.
If you suspect abuse:
You are not responsible for investigating — only for reporting. Silver Home Care and state authorities will handle the rest. Failing to report suspected abuse is a violation of both the law and agency policy.
Emergencies can happen at any time, and your ability to respond quickly and calmly can save lives (28 Pa. Code § 611.58).
Medical emergencies: If a client falls, loses consciousness, struggles to breathe, has chest pain, heavy bleeding, or a seizure, call 911 immediately. Stay with the client, follow the dispatcher's instructions, and keep them comfortable until help arrives. Once emergency services are on the way, notify the office.
Fire emergencies: Know the exits in the client's home. If you smell smoke or see fire, evacuate the client immediately if it is safe to do so. Call 911 once you are outside. Never re-enter a burning home. After calling 911, contact the office to report the incident.
Severe weather and natural disasters: In Pennsylvania, this can mean snowstorms, flooding, high winds, or tornado warnings. If you are with a client when severe weather strikes, stay with them until it is safe or until coverage is arranged. If travel is unsafe, call the office immediately. Never risk your life to get to a shift without clearance from the office.
Silver Home Care also maintains a service continuity plan so client care is not interrupted in the event of office closures or large-scale emergencies.
At Silver Home Care, client abandonment is one of the most serious violations of our standards. Abandonment means leaving a client without care during your scheduled time — whether by not showing up for a shift, leaving early without coverage, or walking away without proper notification. Families and clients depend on you for their safety and well-being. If you are not there, or if you walk away, that trust is broken and the client may be put in danger.
This is why we treat client abandonment as a zero-tolerance policy. If you are going to be late, cannot make it to a shift, or face an emergency, you must call the office immediately. Do not call the client, do not text another caregiver — always go through the office. You must stay with the client until your shift is finished, or until a replacement caregiver arrives if a handoff is required. Anything less is considered abandonment.
Remember: abandonment can result in immediate termination and, in some cases, legal consequences. Protect the client, protect yourself, and protect the agency by always communicating with the office and staying until proper coverage is in place.
As a Direct Care Worker, you are a mandated reporter under Pennsylvania law. If you ever see, hear, or suspect abuse, neglect, or exploitation, you are required to report it.
Physical, verbal, emotional, sexual, or financial harm
Failure to provide basic needs: food, hygiene, safety, medical attention
Financial manipulation, stealing, pressuring to sign documents
Make sure the client is safe in the moment
Contact the office immediately to report what you observed
Document your observations in HHAeXchange using clear, factual language
Complete an incident or complaint form the same day
⚠️ You are not responsible for investigating or proving abuse. Your responsibility is to report concerns so the appropriate agencies can respond. Failing to report suspected abuse is a violation of both the law and agency policy.
After calling 911: Stay with the client, follow dispatcher's instructions, and notify the office once emergency services are on the way.
Make sure the client is safe. If urgent or life-threatening, call 911
As soon as possible, give a clear, factual summary
Report in HHAeXchange and complete incident form the same day
Even if harm was narrowly avoided, report it to prevent future incidents
Client abandonment is one of the most serious violations of Silver Home Care's standards. Abandonment occurs when a client is left without care during a scheduled visit—whether by not showing up, leaving early without authorization, or leaving without proper coverage or notification.
⚠️ If you are running late, cannot make it, or encounter an emergency, contact the office immediately. Do not call the client directly. Abandonment can result in immediate termination and may carry legal consequences.
These standards apply to every Direct Care Worker. They are non-negotiable because client safety and quality care depend on them.
Punctuality is not just about arriving on time. It's about reliability. Clients and their families plan their days around your schedule. Being late disrupts their lives and creates unnecessary stress and uncertainty.
Arrive ready to work at the scheduled start time. If you know you will be late, contact the office immediately—not the client.
When you're with a client, you are there to provide care—not to scroll through your phone. Phones are tools for work communication, not personal entertainment.
⚠️ Violations of this policy will result in progressive discipline: verbal warning, written warning, suspension, and termination. This is a client safety issue.
Good documentation is a core part of your job. When done correctly, it protects you, the client, and the agency.
Silver Home Care uses HHAeXchange for EVV and documentation. You will download the app, clock in and out at the client's home, and complete visit notes daily.
This is called a "missed punch." It happens. Here's what to do:
"Assisted with shower. Client used grab bars and tolerated well."
"Helped client."
Clocking in when you're not at the client's location, or clocking in and then leaving, is fraud. It is a violation of Medicaid regulations and Pennsylvania law.
Pennsylvania regulations require ongoing training for all Direct Care Workers. Your continued employment depends on maintaining compliance with these requirements.
You must complete the following before being assigned to any client:
This written orientation guide
Orientation videos (5 required videos)
Confirming you understand policies
Demonstration of EVV system use
Hand hygiene, PPE use, disease prevention
Recognizing and reporting suspected abuse or neglect
What to do in medical or safety emergencies
When: Training is assigned annually and must be completed within 30 days of notification. Failure to complete required training may result in removal from the schedule.
Two-step tuberculosis skin test required upon hire. Annual single-step test required thereafter. Results must be submitted to the office before starting work.
Required before hire and annually thereafter. Must include verification that you are physically capable of performing the job and free of communicable diseases.
While not always required, CPR certification is strongly encouraged and may be required for certain assignments.
Paychecks are issued weekly, every Friday.
Contact the office if you notice discrepancies.
We believe in clear expectations and direct feedback. If there's a problem, we'll address it with you directly. Our progressive discipline policy provides structure while allowing room for improvement.
Some violations are serious enough to warrant immediate termination:
If you need to resign, we ask for at least two weeks' notice. This gives us time to adjust client schedules and minimize disruption to the people who depend on you.
We understand that circumstances change. If you leave on good terms, you're always welcome to return if life brings you back this way.
This orientation covered a lot. Don't expect to remember everything on day one. What matters most is that you understand the expectations, know where to find help when you need it, and show up ready to do right by the people you serve.
All Direct Care Workers are required to sign the Orientation Acknowledgment Form. This form confirms that you have:
The signed acknowledgment is maintained in your personnel file, as required by regulation (28 Pa. Code § 611.56; 55 Pa. Code § 52.21).
We hired you because we saw something in you that matters—you're kind, you're reliable, and you understand that treating people with respect and dignity isn't optional. Those qualities are exactly what this work requires.
At Silver Home Care, every visit is more than a task. It is an opportunity to improve someone's life by providing steady, respectful, and thoughtful care in their own home. The work you do makes a real difference—one visit at a time.
By following the guidance in this Orientation Guide, respecting client rights, and maintaining professional standards, you play a direct role in creating safety, dignity, and continuity for the people we serve.
Thank you for choosing this work and for being part of Silver Home Care. We're glad you're here, and we're here to support you every step of the way.
Any action that causes harm, including physical, emotional, sexual, or financial harm. Direct Care Workers are mandated reporters of suspected abuse.
Federal law prohibiting discrimination against individuals with disabilities and requiring reasonable workplace accommodations.
A written document prepared by Silver Home Care that outlines approved services, client needs, and specific instructions. All services must follow the care plan exactly.
Pennsylvania regulations (55 Pa. Code Chapter 52) governing home and community-based services.
Pennsylvania regulations (28 Pa. Code Chapter 611) governing home care agencies and registries.
The individual receiving services from Silver Home Care. "Participant" is the term used in Medicaid regulations.
Leaving a client without care during a scheduled shift. Considered a serious violation that may result in termination.
The demonstrated ability to perform caregiving duties safely and effectively, as required by regulation and agency policy.
The obligation to protect private client information in compliance with HIPAA and Silver Home Care policy.
An employee of Silver Home Care who provides non-medical services and support to clients in their homes.
A federally mandated system used to record the start and end of home care visits through GPS-enabled mobile technology.
The illegal or improper use of a client's resources, property, or person for personal gain.
The mobile application used by Silver Home Care for EVV, task documentation, and visit notes.
The Health Insurance Portability and Accountability Act, a federal law protecting the privacy and security of health information.
A professional legally required to report suspected abuse, neglect, or exploitation. All Direct Care Workers at Silver Home Care are mandated reporters under Pennsylvania law.
A failure to clock in or out in the EVV system. Requires immediate contact with the office and submission of a Missed Punch Form.
A federal list identifying individuals barred from participating in federally funded health programs. Individuals on this list cannot work in Medicaid-funded services.
A Community HealthChoices (CHC) rule requiring Direct Care Workers assigned to overnight shifts to remain awake for the entire shift, with required check-ins at designated times.
Equipment such as gloves or masks used to reduce the risk of infection.
A Direct Care Worker who begins employment under supervision while background checks are pending, in compliance with Pennsylvania law.
A worker who reports suspected fraud, abuse, or safety violations and is protected from retaliation under state and federal law.
(215) 123-4567
Mon-Fri, 8:00 AM - 5:00 PM
(215) 123-4567
Nights, weekends, holidays
1-877-262-5427
For app/technical issues
1-800-490-8505
PA Adult Protective Services
You're about to step into someone's home, someone's routine, and someone's life.
That's a privilege. Treat it like one.
Thank you for choosing to be part of this work. We're glad you're here.
Before your first shift, please review and complete the following forms
Provide non-medical home care services to clients in their homes. Support daily living activities, companionship, light housekeeping, and personal care in accordance with each client's individualized care plan.
Please indicate your level of experience with each task. This helps us match you with appropriate client assignments.
Note: Lack of experience in certain areas does not disqualify you. We provide training and will match you with assignments appropriate to your skill level.
Please provide contact information for someone we can reach in case of emergency.
Important: Please keep this information current. Notify the office immediately if your emergency contact information changes.
