1. Mission, Vision & Values

1.1 Mission:
To provide compassionate, dependable, non-medical support that enhances comfort, safety, independence, and quality of life.

1.2 Vision:
To be a trusted home support provider recognized for integrity, reliability, and genuine care.

1.3 Core Values:
• Respect & Dignity
• Professionalism & Accountability
• Safety & Confidentiality
• Clear Communication
• Community-Focused Care

2. Employment Relationship

2.1 Scope of Application

For the purposes of this Manual, the terms Employee, Contractor, Worker, or Employees/Contractors collectively refer to individuals engaged by My Homecare & Services to provide non-medical support services, including but not limited to:

• Caregivers
• Health Care Aides
• Companions
• Companion Walkers
• Cleaners
• Meal Preparation Support Workers

These roles are collectively referred to throughout this Manual as Employees/Contractors, regardless of employment classification, and are subject to the policies, expectations, and standards outlined herein.

All Employees and Contractors represent My Homecare & Services during service delivery. Professionalism, reliability, and adherence to care plans are essential for safety, quality of care, and trust.

2.2 Employee / Contractor Responsibilities

Employees/Contractors must:
• Accept shifts based on the assignment information provided and be competent to perform required duties. Where additional familiarity or training is required, Employees/Contractors may request a non-compensated orientation before accepting or continuing an assignment and are encouraged to seek additional learning or skill development opportunities independently to maintain competence.
• Review the client care plan at the start of each shift.
• Cognitively aware clients may provide guidance related to personal routines or preferences.
• Arrive on time, prepared, and appropriately dressed.
• Perform only the duties outlined in the care plan.
• Communicate concerns, changes, or issues promptly to management.
• Respect professional boundaries. Boundary concerns are actions or behaviors that cross professional limits or compromise comfort, safety, privacy, or trust and must be reported immediately to management.
• Follow company policies, safety procedures, and infection control requirements at all times.

3. Client Interaction & Professional Standards

Employees and contractors of My Homecare & Services are required to maintain a professional presence and respectful conduct at all times. The client’s home is their private environment, and staff are guests while providing care.

3.1 Required Standards

• Arrive on time, appropriately dressed, and prepared to provide services.
• Change outdoor footwear into clean, designated indoor shoes upon entry to the client’s home.
• Perform hand hygiene immediately upon arrival and as required throughout the visit, in accordance with infection control practices.
• Greet the client respectfully using their preferred name and confirm the purpose of the visit.
• Communicate courteously, maintain appropriate eye contact, and observe the client’s condition.
• Treat all household members with respect while maintaining professional boundaries.
• Ask permission before using or moving household items or entering private areas.
• Maintain cleanliness, protect the client’s privacy and dignity, and use professional language at all times.
• Before leaving, ensure assigned tasks are completed, the home is left orderly, and indoor footwear is removed.

Failure to comply with these standards may result in corrective action, up to and including termination.

4. Weekend Availability & Incentive Policy

4.1 Weekend Availability

To support continuity of care and to ensure adequate service coverage, all employees and contractors are expected to maintain availability for at least one weekend per month, unless otherwise approved by management.

Weekend participation is considered part of balanced scheduling and supports equitable distribution of shifts across the care team.

4.2 Weekend Premium

As recognition of weekend availability, a weekend premium of $0.35 per hour will be applied to approved weekend shifts worked.

Weekend availability is taken into consideration when assigning hours, prioritizing schedules, and evaluating overall reliability and performance.

Employees and Contractors are responsible for communicating availability in advance to support effective scheduling and uninterrupted service delivery.

4.3 Consequences of Non-Compliance

Failure to adhere to the responsibilities above may result in reassignment, non-payment, suspension, or termination.

5. Standards of Care and Excellence

My Homecare & Services is committed to delivering consistent, high-quality, non-medical support services grounded in professionalism, safety, reliability, and respect.

All Employees and Contractors are expected to uphold the following Standards of Care and Excellence at all times:

• Services are delivered in accordance with the approved care plan, respecting individual routines, preferences, dignity, and personal boundaries.
• Care is provided in a manner that supports consistency, reliability, and continuity of service.
• Professional conduct, ethical behavior, and clear boundaries are maintained at all times.
• A safety-first approach is required, including the prompt identification, documentation, and reporting of unsafe conditions, incidents, or concerns.
• Services must remain strictly within the non-medical scope of practice and assigned responsibilities.
• Client homes, property, privacy, and personal space are treated with the highest level of respect.
• Concerns, changes in condition, boundary issues, or deviations from the care plan are communicated promptly to management.
• Feedback and observations are used to support accountability and continuous quality improvement.

Failure to meet these Standards of Care and Excellence may result in corrective action, reassignment, suspension, or termination.

6. Professional Conduct & Behaviour

Employees/Contractors must maintain respectful, calm, and professional behaviour at all times.

Prohibited conduct includes:
• Yelling, arguing, threatening behaviour, or disrespectful body language
• Foul, offensive, discriminatory, or inappropriate language
• Gossip or discussion of other clients or Employees/Contractors
• Excessive personal phone use during shifts

Unprofessional behaviour will not be tolerated.

7. Respect for Client Property & Boundaries

Employees/Contractors must treat client homes and belongings with the highest respect.

Employees/Contractors must not:
• Eat client food unless explicitly permitted
• Use client property for personal purposes
• Remove, borrow, hide, or misuse belongings
• Handle money or financial documents unless authorized
• Access personal or private client information without authorization

Theft, misappropriation, or financial exploitation may result in immediate termination and legal action.

8. Hygiene, Dress Code & Appearance

Employees/Contractors must maintain professional appearance and excellent personal hygiene to ensure comfort, safety, and dignity.

8.1 Maintain Excellent Personal Hygiene

• Daily showers/baths and clean clothing
• Good oral hygiene
• Clean, trimmed nails and hair kept neat and tied back if long
• Use of unscented deodorant only
• Avoidance of strong food odors on clothing or body
• Overall neat and tidy appearance

8.2 Dress Requirements

• Clean, modest, suitable clothing
• No cut-off shorts, beachwear, ripped, or revealing clothing
• Properly closed-toe shoes at all times

8.3 Fragrance-Free Policy

• Unscented deodorant only
• No perfumes, colognes, scented lotions, or fragranced products
• No strong food or body odors

9. Care Responsibilities & Care Plan Compliance

Employees/Contractors provide non-medical services only, as outlined in the care plan.

Services may include:
• Personal care assistance (as approved)
• Companionship and conversation
• Walking companionship
• Meal preparation
• Light housekeeping
• Errands and escort services
• Medication reminders (non-administration)

Refusal to perform assigned care plan tasks may result in non-payment.

10. Safety, Body Mechanics & Emergencies

Employees/Contractors must prioritize safety at all times.

Employees/Contractors must:
• Use proper body mechanics
• Never lift beyond training or comfort
• Use equipment only when trained

10.1 In Emergencies

• Follow the care plan
• Call 911 when required
• Notify management immediately
• Complete incident documentation

11. Infection Control

• Practice proper hand hygiene
• Use PPE as required
• Do not work while ill

12. Confidentiality & Privacy

All client information is confidential.

Employees/Contractors must not discuss clients with others or share care plans or personal information.

13. Training & Performance Expectations

Where additional familiarity or training is required, Employees/Contractors may request a non-compensated orientation before accepting or continuing an assignment and are encouraged to seek additional learning or skill development opportunities independently to maintain competence.

Employees/Contractors are responsible for maintaining competency and compliance.

13.1 CPR & First Aid Training (Optional)

My Homecare & Services does not require CPR or First Aid certification due to the non-medical nature of services. Certification, if obtained voluntarily, does not expand scope of services.

In all emergency situations, Employees/Contractors must follow company emergency procedures, call 911 when required, and notify management immediately. Employees/Contractors are not expected or authorized to perform medical interventions beyond their training, comfort level, and scope of role.

14. Disciplinary Action

Failure to follow this Manual or company policies may result in corrective action up to and including termination.