Medical Concerns

  • Medical Emergency: Call 911 Immediately. Attempt to help the client. Call SHO after getting emergency help. Document your call time and what you reported on the timesheet.

  • Non-life threatening medical situation (such as a client not feeling well, client feeling dizzy, client refusing to eat or drink, etc.): Attempt to make the client more comfortable. Call SHO and report the concern. If after hours, call the client’s family member or 911 if the client is non-responsive. Document the situation on your timesheet.

  • Client Falls or Injuries him/herself: Asses the injury, does it need emergency medical attention? If serious, seek medical attention first, then call SHO. If not serious, call SHO to report the incident first.

  • You’ve injured yourself while working: Contact SHO within 30 minutes to report any accidents or injuries sustained while on duty. If severely injured, seek medical attention immediately then contact SHO ASAP. Write the date, time, and details of the incident on the back of your timesheet.

Environ. Concerns

Environmental Concerns

  • You witness abuse, neglect or a criminal act: Remove yourself from the situation, call 911 as necessary, and notify SHO ASAP.

  • Fire Emergency and/or Smelling Natural Gas: First remove yourself and the client from the building. Call 911 and then call SHO.

  • The client has no service plan in the home: Call SHO to obtain information regarding the assigned duties.

  • The client doesn’t have the necessary cleaning supplies: Do the best you can with what you have. Call SHO to report the lack of supplies.

  • The client and/or the client’s family is behaving offensively or harassing you: Contact SHO call center. Any investigation into complains of harassment will be handled in a confidential manner. No action will be taken against any employee who makes a reasonable complaint of harassment.

General Concerns

  • You cannot cook a meal to the client’s preference: Apologize to the client and ask if you can cook something else. Inform the SHO Call Center.

  • You cannot work at the time you were scheduled: Call the SHO Call Center ASAP (no later than four hours prior to the scheduled time of service). If you have an early A.M. shift, call the night prior to the scheduled service.

  • You damage the client’s property: Contact SHO immediately to report the damage. If possible, attempt to correct the damage. For example, if you stained the carpet, try to clean the stain with carpet cleaner.

  • The client asks you to do something that is illegal or that makes you feel uncomfortable: Tell the client that you cannot help him or her with the request. If necessary remove yourself from the situation. Contact SHO at the first opportunity.

  • The client asks you to drive him or her somewhere or asks you to drive their car: Tell the client that you are not allowed to drive anywhere, and you are not allowed to drive their car. If the client persists, contact SHO for support.

  • The client asks you to do something not listed on the Service Plan: Tell the client that you are only allotted time to complete tasks assigned on the Service plan. Call SHO and report the requests.

  • The client wants you to help process his or her bills: Tell the client that you are only allotted time to complete tasks listed on the Service Plan and that you are not allowed to provide assistance with financial matters. Inform the SHO office, they will work with the client’s team to make sure the client gets the appropriate assistance.