1. SINCE 2003
Welcome
we are glad you are here!

2. OFFICE HOURS
MONDAY- FRIDAY
8:30AM-5:00PM
913-390-6300

3. OWNERS OF
AMERICAN COMPANION CARE
NATALIE SCHNEIDER SHERIL HERMAN
TOM SCHNEIDER JEFF HERMAN

4. Scheduling
Office Operations Client Care Coordinator
DUANA SANDY
After Hours Support
OFFICE HOURS 8:30-5:00 MONDAY-FRIDAY
IF YOU NEED ASSISTANCE OR YOUR CALL CANNOT WAIT UNTIL
THE NEXT BUSINESS DAY
TIFFINI IS STANDING BY TO HELP YOU
TIFFINI

5. AMERICAN CARE MANAGEMENT
NURSES
SARAH LAWRENCE LPN
KIM ANDREW RN
SARAH AND KIM OFFER MEDICAL
SUPPORT TO THE CLIENTS. IF YOU
THINK YOUR CLIENT MAY NEED HELP
CALL THE OFFICE WITH YOUR
CONCERN.

6. OFFICE HOURS
MONDAY- FRIDAY
8:30AM-5:00PM
913-390-6300
THANK YOU FOR KEEPING YOUR AFTER HOUR CALLS FOR
EMERGENCIES ONLY.

7. Scheduling Procedures
Duana Wilson Sandy McDonald
Duana and Sandy will call you to offer
you shifts with clients. They manage all
the client and caregiver schedules. Feel
free to call during office hours and let
them know when you are available to
work.

8. Scheduling Procedures
“Do you have your calendar?”
This is the first question you are asked before you are offered a shift
ACC PROVIDES CALENDARS IF YOU NEED ONE!
USE THE CALENDAR!
STAY ORGANIZED!
ONLY ACCEPT SHIFTS YOU ARE AVAILABLE FOR!

9. Scheduling Procedures (continued)
Do not arrange your schedule with clients. All
schedules are coordinated through the office.
If a client tries to schedule directly with you
instruct them to call ACC.
If you need to change your schedule you should
call the office during office hours only!

10. eRSP
Web based schedule system
eRSP is the program we use to manage the
schedules. This web based program is easy to
use even on your phone!
YOU CAN ACCESS
• Your schedule
• The client’s name, address, phone number
and the specific care plan
for that client.

11. eRSP (continued)
• Paychecks are based on the hours that are in eRSP.
To verify your hours worked you may look at the schedule as a resource.
• eRSP keeps you up to date and informed
• eRSP has a message board
Non-urgent messages can be sent easily to the scheduling department.
PLEASE NOTE:
MESSAGES ARE ONLY RECEIVED DURING BUSINESS HOURS

12. Quiz Part 1:
Question 1:
What is the 1st question you will be asked before
scheduling any shifts?
a) When is your birthday?
b) Do you have plans tonight?
c) Do you have your planner or calendar?
d) Would you like to work next
week?

13. Quiz Part 1:
Question 2:
What are the office hours?
a) MONDAY- FRIDAY 8:30AM-5:00PM
b) MONDAY- FRIDAY 8:30AM-5:00PM
c) MONDAY- FRIDAY 8:30AM-5:00PM

14. Quiz Part 1:
Question 3:
TRUE or FALSE
It is OK to arrange your schedule directly
with a client.

15. Quiz Part 1 Answers:
Question 1: B – Do you have your planner or calendar?
Question 2: A, B, & C – Monday – Friday
8:30AM-5:00PM
Question 3: False- it is NOT ok to arrange your
schedule directly with a client.

16. OFFICE HOURS
MONDAY- FRIDAY
8:30AM-5:00PM
913-390-6300
THANK YOU FOR USING THE MESSAGE BOARD TO
COMMUNICATE WITH DUANA AND SANDY FOR
NON-URGENT NEEDS.
THEY RESPOND RIGHT AWAY WHILE IN THE OFFICE!

17. After hours procedures
• After hours the phone is answered with a
pager voicemail everyday of the week.
• Leave a message and you will receive a call
within 15 minutes.
• If you have not received a return call;
call again and leave another message.

18. After hours procedures (continued)
Please be considerate of our after hours staff…
only call with emergencies
Calling after hours alerts the manager & they must listen to the message, even at 2:00am
Examples of when NOT to call the pager:
You can’t work a scheduled shift the following
week.
Reporting your mileage log
for driving a client.

19. After hours procedures (continued)
ONLY CALL AFTER HOURS IF THE MESSAGE NEEDS TO
BE DELIVERED PRIOR TO THE NEXT BUSINESS DAY.
Examples of reasons to call after hours.
If you have an emergency and you need relief from
your shift or you will not make it to your shift.
You will be late to your assigned shift
Your client’s status changes

20. Quiz Part 2:
Question 1: TRUE or FALSE
You should call after hours to report mileage.
Question 2: TRUE or FALSE
You should call after hours if you are going to be late to a shift.
Question 3: TRUE or FALSE
We WANT you to call with emergencies even
even if the office is closed.

21. Quiz Part 2:
Question 4:
Which of the following is true for On-call Shift?
a) It is the most important shift our company has.
b) You must be prepared to go to any shift at all
times during the when you are on call.
c) You should answer your phone
immediately.
d) All of the above

22. Quiz Part 2 Answers
Question 1: FALSE – You should not report mileage after
hours. Please wait for the next business day.
Question 2: TRUE – You should call after hours if you are
going to be late to a shift.
Question 3: TRUE – We WANT you to call with
emergencies even if the office is closed.
Question 4: D) all of the above

23. OFFICE HOURS
MONDAY- FRIDAY
8:30AM-5:00PM
913-390-6300
• DON’T FORGET TO USE THE ERSP CALENDAR TO CHECK
YOUR SCHEDULE.
• IF IT IS DIFFERENT FROM WHAT YOU HAVE WRITTEN
DOWN, WE APOLOGIZE.
• CHANGES CANNOT BE MADE UNTIL THE OFFICE IS OPEN
ON THE NEXT BUSINESS DAY.

24. Caregiver Responsibilities
Include but are not limited to:
• For a client with continuous supervision you
must stay until your relief arrives.
Leaving prior to relief arrival is
ABANDONMENT
which means
TERMINATION

25. Caregiver Responsibilities (continued)
Include but are not limited to:
• As a courtesy, arrive a few minutes early to get a report of
the previous shift. Your fellow caregiver will be grateful.
• If your relief doesn’t show up on time call the office and
leave a message. Don’t wait to call this may prolong your
stay.
• Do not schedule appointments immediately following a
continuous supervision of a client. You may be late if the
caregiver following you is late.

26. Caregiver Responsibilities (continued)
Include but are not limited to:
Never leave a shift early without checking with the
office first. This also could be considered as
abandonment.
Sometimes clients are confused and want you to leave
or can fool you that they make their own decisions.
Also, if a family member sends you home early call the
office to make confirm you may do so.
Remember: All schedules are coordinated through
the office

27. Caregiver Responsibilities
Include but are not limited to:
Appropriate Attire:
• Wear your name tag to all shifts, at all times.
• Modest attire is required.
• It is important for the client to know what your name
is.
• Please inform the office if you do not have or need a
replacement name tag.
• Closed toe, closed heel,
non-skid shoes are required.

28. Caregiver Responsibilities
Include but are not limited to:
Appropriate Attire:
• Cover tattoos and remove piercings.
• No tank tops or sleeveless shirts.
• Clothing should cover your shoulders,
abdomen, back & cleavage.
• Wear long pants.

29. Caregiver Responsibilities
Include but are not limited to:
• In Communities…We are their guest.
• Working within a residential community REQUIRES
signing in and out at the desk.
• If you have a conflict with the community personnel
call the office and we will intervene on your behalf.
Do not address conflicts yourself.
• Communities request that caregivers wear long pants,
a collared shirt and closed toe shoes
not scrubs.

30. Caregiver Responsibilities (continued)
Include but are not limited to:
• You may NEVER sleep on a shift.
• Communicate changes, updates and
information about the client with fellow
caregivers and the office staff.
• Document all client activity on the log sheet.

31. On Call Caregiver Shift
If you are assigned an on call shift
be ready to go during the
ENTIRE SHIFT.
We call this
ON CALL READY
THIS IS THE MOST IMPORTANT SHIFT
A CAREGIVER CAN HAVE.

32. ON CALL CAREGIVER SHIFT (continued)
ON CALL READY
includes but is not limited to:
• Answer your phone immediately & have it next to
you for the entire shift.
• Have babysitting arrangements for the entire shift
• Plan to have transportation lined up and ready to
go. (is gas in the car?)
• Be clean and groomed for work
throughout the entire shift.

33. Quiz Part 3:
Question 1: Which of the following is a valid reason to leave a
shift?
a) You have an appointment scheduled directly after your
shift and your relief is late.
b) The client says it’s OK to leave.
c) Neither A or B.
Question 2: TRUE or FALSE
Name tags are optional and not important.
Question 3: TRUE or FALSE
It is NEVER OK to sleep on a shift, even an
overnight shift.

34. Quiz Part 3 Answers:
Question 1: C – Never leave a client unattended
unless instructed by ACC office staff.
Question 2: False - Name tags are important and
are required.
Question 3: True – You should
NEVER sleep on any shift.

35. OFFICE HOURS
MONDAY- FRIDAY
8:30AM-5:00PM
913-390-6300
THE ON CALL STAFF HAVE TO CHECK ALL MESSAGES LEFT
ON THE PAGER…EVEN AT 2:00AM.
IS YOUR MESSAGE AN EMERGENCY?

36. Documentation
• Each client should have a log book in their home.
• The books are for you to write down everything that
occurs during your shift.
• If you can’t find the log book call the office. It will
be replaced.
• If you notice log sheets are running
low please notify the office.
We will refill the book.

37. Documentation (continued)
• It is your responsibility to find the log
book and document the
client’s activities
• Writing in the log book proves you
worked if there is a question
otherwise.

38. ACM and ACC Log Book Covers

39. Documentation is
vital to your job.
If your documentation
is not thorough; you are
at risk of being
replaced.

40. Documentation (continued)
Family members want to know
about their loved ones daily
activities.
Which of the following examples
has the best information?
Example A or B?

41. Example A Example B

42. Hospice
• When a patient is on hospice, remember that
hospice is the first contact in case of emergencies.
• Do not dial 911 unless hospice directs you
to do so.
• The phone number for the hospice agency is usually
posted on the refrigerator.
• Inform hospice 1st then ACC with
any changes in a hospice
patient.

43. Quiz Part 4:
Question 1: Which of the following is an example of
what you should document in the log book?
a) The time you arrive and leave your shift.
b) The percentage of food eaten at a meal and what
was eaten.
c) All activities you and the client do during your
shift.
d) All of the above

44. Quiz Part 4:
Question 2: Who is the first person you should call if
there is a change or concern with a hospice patient?
a) The family
b) Hospice
c) American Companion Care
d) The next caregiver
Question 3: TRUE or FALSE
Office hours are Monday – Friday
8:30AM-5:00PM.

45. Quiz Part 4 Answers:
Question 1: F – All of the above
Question 2: B – Hospice
Question 3: True – Office hours are Monday –
Friday 8:30AM – 5:00PM.

46. Additional Information
• Make sure to inform the office if a client gives
you a gift.
• Don’t give clients your phone number.
• Bring your own food and drink. You will not be
able to leave once you are at work.
• Turn cell phones on silent while at work.
• Keep cell phone use to an
absolute minimum.

47. Well done! You are finished!
Thank you for completing the online
portion of Orientation!
We are so glad you are part
of our Team!