Employee/Contractor Responsibilities toward clients

Purpose

This section defines the responsibilities of Employees and Contractors when providing services to clients. These standards support client rights, protect the organization, and ensure consistent, professional service delivery.

Responsibilities Toward Clients

Employees and Contractors must:

1. Uphold Client Dignity and Respect
   Treat all clients with respect, courtesy, and professionalism, recognizing the client’s home as their private environment.

2. Follow Care Plans and Scope of Service
   Deliver services strictly in accordance with the approved care plan and within the non-medical scope of assigned duties.

3. Maintain Professional Presence and Hygiene

   • Arrive on time, appropriately dressed, and prepared

   • Change into designated indoor footwear upon entry

   • Perform hand hygiene upon arrival and as required

   • Follow infection control and safety protocols

4. Respect Privacy and Confidentiality
   Protect client information and discuss care details only as required for service delivery and documentation.

5. Communicate Clearly and Respectfully

   • Greet clients courteously

   • Observe and report changes or concerns

   • Maintain appropriate professional boundaries at all times

6. Respect the Client’s Home and Property

   • Ask permission before using or moving household items

   • Do not access personal belongings, finances, or private documents

   • Maintain cleanliness and order in work areas

7. Support Client Choice and Consent
   Respect a client’s right to accept or decline services.

8. Maintain a Safe Care Environment
   Identify, avoid, and report hazards, unsafe conditions, or incidents immediately according to company policy.

9. Respond Professionally to Concerns
   Address client concerns respectfully and escalate issues to management promptly.

Compliance

Failure to meet these responsibilities may result in corrective action, up to and including termination or contract termination.