The Assistant, LLC A Personal CARE and Assistant AgencyProper CARE is a Healthy CARE

Introduction

We are a non-medical service agency that provide services through in-home companionship care for services primarily to the elderly, persons living with disabilities, developmental and intellectual disabilities, co-morbid condition, veterans, surviving spouses and their dependents, individuals recuperating from injuries, or illnesses or those facing life-long challenges, and to expectant and new parents, and families. Our goal and mission are providing supervision to support goals, desires and needs identified in the persons’ individual support care plan. Goals related to the persons’ safety, promotion of independence, but not limited to clients’ functional limitations, nutritional needs (if any food allergies), equipment and supplies relevant to the plan of care, type and schedule of services to be provided and medical tasks required.

Our Mission

Our mission is a vast of commitments to our services we provide clients.

We demonstrate the ability to be culturally sensitive in all business transactions and practices.

We effectively relate to the cultural ethnic diversity of clients and staff.

Our communication is define by the seven (7)’s C: Clear, Concise, Concrete, Correct, Cognitive, Coherent and Courteous. We live by our goals that facilitate our duties, and based not on the measure of time—but, the navigating the care that levels the care one measure at a time through our comfort zone.

We commit to having good communication with keeping our families informed of the care for their loved ones.

Our plan of services

Companion Care Chore Care Homemaker Care PERS Personal Emergency Response System Personal Care Services Respite Care In-Home/Live-in-Care Personal Advocate Care Personal Assistant

Geographical Areas we serviced

• Maryland Counties:• Southern, Northern,

Western, and Eastern

• Baltimore City, Counties

District of Columbia

• Virginia

Welcome Packet

Welcome packet for new clients will include: 1. Care Med Alert Device with base unit including lock box, wall/hallway unit

(option e.g. wrist or pendant) that is included in the care plan as we are servicing the clients. Additional accessories are not included, such as e.g. Home mobile emergency, and other accessories has separate pricing.

2. Welcome letter Portfolio 3. A personalized note to new clients 4. Essential Kit (trial Size)

Lotion Apparel Aquaphor Robe (indicate sizing) Eucerin Sleepers Aveena T-shirt/or cap with company logo Chapstick (indicate sizing)(moisture, medicated, sunblock)

5. Coupons towards the purchase of Eucerin and Aquaphor6. Coffee mug with company logo7. Toiletries –Tissues/hand wipes

Caregiver Match

The Client The Caregiver

AvailabilityWork Environment

PersonalityLanguage/Culture

Gender

Physical AbilityTravel Time

Qualifications

Frequency of ServicesHome Environment

Personality Language/Culture

Gender

Physical NeedsLocation of home

Medical Needs

Are we capable?

There are many factors to consider when it comes to matching the right client with the right caregiver. 1. Caregivers need to be qualified to take care of the clients’ medical needs. We screen our caregivers to know how to administer medication, perform CPR, work an oxygen tank or manage medication. We also look at should the caregiver need to be a CNA. 2. The clients physical needs vs. the caregiver’s physical ability. “Clients needs to be transferred from a bed to a wheelchair” is one of the many phrases we discussed upon hiring a caregiver. Can the caregiver physically do all the client needs them to do? How to handle a fall process, because we want our clients to feel comfortable about being in the sturdy hands of a caregiver. 3. The client’s home environment vs. the caregiver’s work environment. Cleanliness . We care about our clients living environment as we carefully want our caregivers to perform their duties in a safety zone for both of them. We offer in the care plan the desire needs for a chore aide. Allergies. Is the client or caregiver allergic to anything that might affect their time together? We review caregiver profiles and asked the questions based on the client’s needs before a caregiver is given the assigned client. Habits. What if the caregiver smokes. We prohibit a caregiver to be in the clients’ home that are smokers, because the clothing is triggering enough for a client that can not tolerate smoke. Personal Preferences. Think of all the other factors that influence home or working environment: the presences of pets, children, family members, hobbies, noise, etc. Will the caregiver be able to adjust to the client’s environment. We make every effort in proper matching by asking not, the “29 dimension questions” (E-Harmony, 2016). We look forward the different personalities of our caregivers that can be a greater tool in matching the right caregiver to the clients’ needs.

Am I right for you?

4. The frequency of services needed by the client vs. the availability of the caregiver. We consider how often the client needs services compared to how often the caregiver is available to work that will determine assigning the right caregiver that have the willingness to work the hours required by the client. We better assist our clients with having the equality services that reflects our trust in having caregivers that are not interchangeable into one clients home, which can reflect poorly relationships between the agency, client and the caregivers. 5. The location of a clients’ home vs the length of time the caregiver would need to travel from home. Often times, we find that it can be impossible to match distance between clients homes with caregivers. 6. The personality of the client vs. the personality of the caregiver. Within the pulse capability, which is defines as vibration and intuitive impulse, we articulate in our match program that match all of our caregivers who are generally good workers, can work well with anyone, and the adaptability to any clients’ personality traits. Sometimes, people who are the opposite, can be great friends, “Felix and Oscar-the Odd Couple, 1976” But, always being mindful that our priorities are making our client happy and comfortable with the caregiver that we define as a match for the clients’ needs. 7. The gender of the client vs. the gender of the caregiver. We understand gender can play a huge part in whether or not a client and caregiver work well together. We ask the considerable question to our clients and caregivers, what are the preferences in gender? 8. The language/culture of the client vs. the language/culture of the caregiver. One of the ways we look into factoring the good caregiver is by communication. How well can the caregiver communicate with the client that is most comfortable? Will there be a language barrier? We make sure that our caregivers and clients are able to effectively communicate.

Maintain the Relationship

Friday Check-in Calls

Purposes: 1. We emphasize the importance for us to make weekly connections with our clients

through Friday Check-up Calls to improve communication. 2. To ensure our clients and their families are aware of the weekend’s and following

week’s schedules.3. To help minimize misunderstandings with schedules and other challenges, we

reviewed the weekend schedules and ensure that our clients and their families are register through our FamilyCares portal to be kept informed of any changes with caregivers and care plan.

4. Our staffing coordinator manages the calls between duration of 3-5 minutes. We utilized the same staffing coordinator in making the calls to establish a relationship between the client and staffing coordinator.

5. The staffing coordinator makes time management our primary focus on Fridays and coordinate the weekend care through Monday-Thursday. There are circumstances we do take in account especially weekend care that may be inappropriate for a client to be called. Our purpose is ensuring the proper care is managed by our caregivers with a open-door policy for any suggestions or comments.

Call Checklist: • Build trust-Keeping track of persona events and circumstances so we ask specifically

about them, (e.g. “How did your grandson do in his game last week?”) or discuss anything out of the norm.

• Overall client experience. How are your experience with us? • How are we benefiting our clients? If possible, we want to know how the services with

our agency are benefiting the clients?

UPDATE AND COMMUNICATE is the direction for our business.

Organizational Chart

Renee Renesa GreenOwner/President

Serenity L. BakerCo-Founder/Vice President/HR Director

VacantPersonal Care Assistant

Vacant Homemaker Aide

Vacant Licensed Registered Nurse-Assessments Only

Vacant Companion Caregiver

Caregiver Roles

Our caregiver are under agreement to assist us in retaining long-term quality clients by following the Assistant’s way with exactness.

Our caregiver is responsible for the overall care for specifically assigned clients. The caregiver is responsible for learning and implementing the five core values of The Assistant,

otherwise known as “The Assistant’s way”. The Caregiver is responsible for delivering “The Assistant’s Experience to each and every client, related

issues directly to The Assistant Management over each given client they have been assigned to. The Caregiver is responsible for documenting, according the documentation system set forth by The

Assistant management. The caregiver is responsible for studying and executing each “care plan” with exactness for each client

they are assigned to. It is expected that each caregiver perform the duties that are outlined in each care plan. The caregiver

understands that if there are concern with any of the duties, listed below that it would be immediately express concern to The Assistant Management who can assist with additional training on any of the items.

Warm Companionship Meal planning and preparation Light housekeeping Bathing Assistance Incontinence related duties Errands & Shopping Incidental transportation Medication reminding The caregiver is accountable for accurately and honestly clocking in and clocking out using our

timekeeping system. The caregiver is responsible for understanding the difference between liftiing and transferring and must

never lift a client, under any circumstances.

Standards of Behavior and Dress

Caregivers will ALWAYS, unless excused by The Assistant Management for a specific client, wear their The Assistant’s uniforms. The company’s logo name, The Assistant and color theme is pink and white, or lime and white. The caregiver will have display badge with their name with our company logo. The caregiver will display on the left-hand near the shoulder collarbone area.

Our caregiver will be professional at all times and maintain integrity and confidentiality with clients and agency information as possible. We stand by our six (6) core values below:

1. Our caregiver will wear the Assistant’ uniform and badge to each and every shift, unless authorized by The Assistant Management.

2. The caregiver will never discuss with a client or their family members personal matters that would appear unprofessional by The Assistants' standards, Such personnel matters can put a client in a awkward position and create a negative atmosphere and for The assistant and the caregiver.

3. The caregiver will always be professional and respect the client’s physical items and privacy.

4. The caregiver will never give a clients’ phone number to anyone, including their own family. If someone needs to get a hold of the caregiver, the caregiver must have his or her call The Assistant who will contact the caregiver at the client’s home if it is an emergency

5. The caregiver will never give personal information, inducing address and phone number, to any client or family member when asked.

6. The caregiver will never call a client directly, unless authorized by The Assistant Management

7. The caregiver will not smoke upon or during the arrival of a shift and will always ensure no clothing is cemented with smoke or inhalants while on shift.

Specification of Value Cores

Consistency– Caregiver will always follow instructions according to the care plan and make sure that clients get the same high level.

Caregivers will document the duties performed for the client in the documentation logs at the end of each visit. The documentation will include tasks performed for the client, the caregiver will note/narrate all duties, not included on the documentation checklist, in the notes section of the documentation logs. Such narrative notes will be readable and clear for the Assistant management. We enforce this duty as a main priority to rule out any discrepancies and carelessness if properly done.

Our caregivers adhere to the following value cores: Integrity—Honesty to the Assistant, and the clientCompassion—Striving to adhere to the Assistant’s mission of performing caregiver collective duties with confidence, commitment, cheerfulness and care. Quality Training—Caregivers strives in attending at least 50% of all monthly in-services during the course of a year and maintaining the hours of training, each year to fill state agency requirements. Safety—Caregiver will never lift a client, under any circumstance. But, will follow certain guidelines in safety support when mobility and movement is involved. If a fall has been detected, our caregiver will immediately provide comfort as a call will be necessary for emergency dispatch right away. The Caregiver is aware that lifting can cause injury to themselves as well as the client. But, to prevent this, the caregiver is provided a safety belt , if desire, the agency does encourage this device to be used. Our foremost in mind, caregiver will never do anything that would jeopardize that safety.

Personal Emergency Response Service

We have the right medical alert system for you. Optional choice between in-home landline/in-home

cellular Mobile with GPS Fall Detection Medsystem Medication Management 31 days Alarm

system

Family Cares Family Portal

FamilyCares online portal—is a communication-focused family portal that let us share care information with families—shift details, care plans, family management, medical alerts and more

Caregiver Portal

The customized features to utilize the checks and balance through our agency.

Caregiver Notify—that engages our caregivers with daily emails of shifts and clients needs. Link to maps and notes. Reduce calls, printing, and trips to employees to the office.

GPS Timecard—manages tracking caregiver location and report on time, expenses, and activities.

Built-in telephony—Caregiver time reporting is available immediately to office staff and families to foster shared ownership of the care process.

Integrated text messaging—Text caregivers directly from Kinnser ADL fill in emergency shifts fast. Match the perfect caregiver to a client’s needs based on distance, profitability, client preferences and more.

Payer Source

We offer private pay or insurance pay service: Aetna Kaiser State Government Medicaid Medicare Amerigroup Veterans Benefits Medstar Cigna And other insurance plans and discounts

Referral Source Options

Clients• Past and current clients and their loved ones

Government• Area Agency on Aging Case Managers• State Medicaid EPD/ID/DDA Waiver Programs • Veterans Administration Programs

Healthcare Professionals• Assisted Living Facilities • Continuing Care Retirement Communities (CCRC)• Home Health Agencies (Medicare Certified)• Hospices • Hospital adminstratores/executives • Hospital discharge planners• House call Physcians• Independent living facilities • Physcian offices • Rehabilitation centers (outpatient)• Rehabilitation hospitals (inpatients) • Skilled nursing facilities • Social service agencies • Workers compensation providers/case managers

Referral Source Options

Networking • Business networking groups (i.e. BNI)• Chamber of Commerce• Connecting with professionals on LinkedIn or other social media • Other State Healthcare related associations • Service Clubs (Rotary, Kiwanis)• Serving on Board of Directors of various community association • Trade shows (Meeting the other vendors)

Trusted Advisors• Bank Trust Officers • Certified Senior Advisors or CSA’s • Clergy • Elder Law or Estate Attorneys• Fiduciaries• Financial Planners or CPAs• Funeral Directors • Geriatric Care managers • Guardians/Conservators• Long Term Care Agents

Other Referral Sources • Adult Day Care Centers Placement Counselors • Churches Senior Communities

• Current Caregivers Senior Placement • Non-profits Social Workers• Occupational Therapists• Other Private Pay Agencies• Pharmacies

Partnership

American Veterans Connection Care (AVCC) provider Amerigroup Real Solutions Home Care Pulse ADLware Kinnser (Benesan Corporation LifeStation GreatCall DMIE Med-Pass MedWise Envy Uniforms (Pink) State Home and Community Based Services Department of Health and Finance (DHCF) Xerox Healthcare Finance Corporation Veterans Administration Programs

Stop and Watch Early Warning Tool

Stop and Watch Early Warning Tool helps caregiver to observe and identify any changes while caring for the client in the home and notify the supervisor and client’s physican or on-call nurse

1. S—Seems different than usual 2. T—Talks or communicates less 3. O—Overall needs more help 4. P—Pain—new or worsening; Participated less in activities

5. a—Ate Less 6. N—No bowel movement in 3 days; or diarrhea 7. D—Drank less

8. W—Weight change 9. A—Agitated or nervous more than usual 10. T—Tired, weak, confused, or drowsy11. C—Change in skin color or condition12. H—Help with walking, transferring, toileting more than usual