Welcome!

MissionMission

The Mission of Seniors Helping Seniors® is to provide seniors with the services that allow

them to choose an independent lifestyle in their own homes and be treated with the

dignity and respect they deserve.

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Our Providers are the key to fulfilling our Mission!

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About TodayAbout Today

• We Will Cover:

– Who we are and what we do– Guidelines, procedures and expectations for

caregivers– Communication skills– Common situations you will face– Safety, infection control and food handling– Privacy, ethics and legal issues

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About Seniors Helping Seniors

About Seniors Helping Seniors

• Co-founded by Kiran and Philip Yocom in Reading, PA, from a non-profit organization –

www.seniorshelpingseniors.com

• Kiran has a personal mission to care for those who are unable to care for themselves/ worked with Mother Theresa for 14 years

• 230+ franchise units of Seniors Helping Seniors in 38 states and England

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About JJD Senior ServicesAbout JJD Senior Services

• Licensed franchise territories:– Morris County, NJ– San Diego– Orange County

• Three owners– Doris Dorey– Sue Erskine– Tricia Izadi

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JJD – inspiration for our JJD – inspiration for our company and Sue and Doris’ company and Sue and Doris’

Dad, Tricia’s grandfatherDad, Tricia’s grandfather

Vision of JJD Senior ServicesVision of JJD Senior Services

• We Believe…. seniors are best served by caring peers who understand and empathize with their needs and challenges. 

• Our Vision …. to foster loving, helpful relationships to add value to the lives of both our Receivers and Providers.

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Staff to KnowStaff to Know

For scheduling:Christie Mattson, Director of Client Services

Provider Scheduling Call Center Provider Interviews Schedule Changes Receiver Assessment Scheduling Questions related to mileage or

Telephony

For getting paid:Debbie Dynan, Manager, Accounts Receivable/Payable and Payroll Administration •Oversees Payroll process•Questions related to paychecks/direct deposits or withholding amounts•Pays vendors•Sends invoices to our Receivers

Clinical Administration:Rebecca Settar, Director of Nursing•Oversees provision of care to Receivers•Supervises, mentors and evaluates Certified Home Health Aides and Provider•Develops and conducts in-service and orientation training

Services You’ll ProvideServices You’ll Provide

• Companionship / Socialization• Shopping, transportation, preparing meals or light

housework • Medication reminders• Family Respite• Social and Leisure activities• Assistance with Activities

of Daily Living (ADL’s) including Personal care (CHHA)

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Expectations of ProvidersExpectations of Providers

• Everyone involved with Seniors Helping Seniors® must be treated and must also treat others with:– Compassion – Empathy– Kindness

Be knowledgeable about senior-related health issues and community resources

Always remain professional and try to resolve any issue to the client’s satisfaction

Notify office immediately of requests for schedule changes, changes in client’s condition, family issues, etc.

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Caregivers are valued professionals…..

Caregivers are valued professionals…..

• Never argue with a client – always follow their directions and requests

• Apologize for inconvenience or mistakes• Always try to make the client feel better• Ask how the client would like to be addressed

– use their name often when communicating• Be cheerful, never complain, and stay focused on the

client- Don’t let the client know if you are having a bad day

• Use care with client’s equipment – ask for assistance if needed

• Be on Time!• Dress appropriately

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Important Role - “eyes and ears” for family members

Important Role - “eyes and ears” for family members

• Family members can’t always be there – important to report changes in their loved one Difficulty when walking or unsteady when standing Poor grooming or personal hygiene Loss of appetite or changes in eating Spoiled food and/or little nutritious food in home Loss of interest in activities once enjoyed Difficulty concentrating/ personality

changes Memory loss, confusion, abnormal

conversation Unsafe conditions in home

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EmergenciesEmergencies

Dial 911 for ALL emergencies such as:

•Uncontrolled bleeding•Injury to the head•Chest pain •Unresponsiveness•Falls where receiver is unable to get up and/or reports pain•Sudden, unexplained change in mental status

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Your ScheduleYour Schedule

• Important to keep your availability updated in our system – we count on it being current

• Routine requests to change a schedule you have committed to should be made 10 days in advance unless sick or emergency

• Do not agree to a schedule change requested by client without first notifying office

• Do not agree to cover for another caregiver without notifying office

• Be on time – notify office if you are not going to be on time

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Client CommunicationClient Communication

• You are a SHS employee – please do not communicate with the client about:– Your pay– Your personal problems– Your schedule – Any employment related issues

• Please do not share your personal contact information with clients or families – encourage them to call the office with questions, schedule change requests, etc.

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Remember……Remember……

If you do it well, the client will tell at least one other person; but if you do it poorly, the client will be sure to tell everyone!

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COMMON CLIENT ISSUESCOMMON CLIENT ISSUES

What conditions do you expect to find your clients struggling with?

•Alzheimer’s and Dementia•Diabetes•Arthritis•Cancer•Stroke•Mobility Issues •Weakness•Hearing Loss•Vision Loss

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ALZHEIMER’S AND DEMENTIAALZHEIMER’S AND DEMENTIA

• Over 200 medical conditions can cause Dementia, Alzheimer’s disease is most common (60%)

• No cure but medication to slow the progression• Dementia is not a normal part of aging• Increased risk after age of 65, risk doubles every

5 years – after 85 – risk is 50%• Caregiver plays vital role for

client and family

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WHAT TO EXPECTWHAT TO EXPECT

• Each client is different – no matter the stage they are likely scared and confused by what is happening

• Anxiety sometimes makes them resist changes in routine• Forgetfulness of recent events, personal history • Difficulty performing complex tasks, as illness progresses

even simple tasks (Encourage independence!)• Unable to recall words for objects, personal information

(address, telephone #)• May become confused about where they are or what day it

is and need help choosing proper clothing• May need reminders/prompting to eat and use bathroom

regularly

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KISS COMMUNICATION TIPS FOR ALZHEIMER’S

KISS COMMUNICATION TIPS FOR ALZHEIMER’S

The KISS principle states that most systems work best if they are kept simple rather than made complicated, therefore unnecessary detail should be avoided.

KISS = Keep It Simple, Stupid•Use simple, clear words and less of them.•Look at the individual.•Speak slowly, not disrespectfully. No baby-talk.•Give the person time to reply to one question or direction before giving them another.•Don’t use slang.•Don’t interrupt.•Add meaningful gestures. (For example: If you want the person to accompany you, extend and open hand).

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KISS COMMUNICATION TIPS FOR ALZHEIMER’S

KISS COMMUNICATION TIPS FOR ALZHEIMER’S

And be cognizant that people with dementia may:•Need extra time to process when you said•Miss voice intonations•Substitute words•Say something completely unrelated to the topic•Not say anything•Respond non-verbally: Point. Groan. Smile. Cry, etc.

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What Can You Do with a Person with Alzheimer’s or Dementia?

What Can You Do with a Person with Alzheimer’s or Dementia?

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HEARING LOSSHEARING LOSS

• Impacts 1 in 3 persons over 60

• Over 50% of people over 85 have significant hearing loss

• Hearing loss is linked to depression, isolation, irritability and a decreased quality of life

• Client is probably not ignoring you – they can’t hear you!

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Communication Strategies for Hearing Loss

Communication Strategies for Hearing Loss

• Don’t yell• Lower your tone (deepen voice)• Talk face-to-face• Pronounce your words clearly• Eliminate extra noise (TV, music,

radio, etc.)• Select different words to repeat your message

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• Common disorder in elderly, may be tied to depression

• Receiver may worry about small details related to their health or home

• Symptoms may include restlessness, insomnia, panic attacks, feeling of breathlessness

• Anxiety may cause seemingly unreasonable demands

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• Identify environmental causes and try to reduce– Too much caffeine?– Anxiety producing TV (crime shows, news reports)

• Look for feeling beyond demands– Open windows – feeling they can’t breathe

• Gentle touch may calm • Accept the need for control • Give privacy and personal space if requested• Reassure that everything is ok

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Why Do Seniors Sometimes Act Difficult?Why Do Seniors Sometimes Act Difficult?

• Physical and cognitive changes and illness can produce personality and behavior changes– Loss of control– Must rely on others – feels frustrated and helpless

• Difficult personalities get more difficult with stress of illness or disability

• Important to recognize reasons a client is acting difficult and learn ways to cope

• Important to not take it personally!

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Look for PatternsLook for Patterns

• When is the difficult behavior happening?– Do outbursts come in late afternoon? – When you rush him to do something?– When you don’t let them finish a sentence– Do certain activities frustrate them?

• Try to identify triggers – avoid and you’ll reduce frustration for both of you

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If your client is having a bad day…

If your client is having a bad day…

• Don’t downplay their feeling - “it’s no big deal”• Encourage them to talk about it – but don’t push• Find something to agree about• Let them feel in control/make decisions• Distract to a new activity or subject• Practice your active listening skills• Keep in mind your client needs you – you are the

professional and getting upset doesn’t help them• If things are escalating – take a breather and calm

down

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FALL PREVENTIONFALL PREVENTION

• Falls are leading cause of:– Death– Injury– Hospital admissions

• One out of three seniors falls each year– Last year 1.6 M treated in Emergency Rooms

for fall related injuries

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RISK FACTORS FOR FALLSRISK FACTORS FOR FALLS

• Lack of Physical Activity• Poor Balance• Poor Vision• Multiple Medications• Illness• Surgery• Hazards in the Home• Lack of Safety Equipment (Walker, Cane,

Grab Bars, Shower Seat)

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PREVENTING FALLSPREVENTING FALLS

• Remove loose throw rugs• Clear pathways for walking• Furniture arranged for support• No electrical cords trailing across floor • Encourage use of non-slip shoes or slippers• Adequate lighting in all rooms • Keep frequently used items in easy-to-reach

cabinets• Wipe up spills and remove broken glass

immediately

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WHAT DO YOU DO IF YOUR CLIENT FALLS?

WHAT DO YOU DO IF YOUR CLIENT FALLS?

• Call 911 and Don’t move the Receiver– Unable to get up with minimal assistance– Complains of pain– Unconscious

• Watch closely and monitor– Receiver alert and oriented to surroundings– No complaints of pain– Able to get up unassisted or with minimal

assistance• ALL falls must be reported to Office

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ELDER ABUSEELDER ABUSE

What form of abuse do we see most often in the elderly?

•NEGLECT – BASIC NEEDS NOT BEING MET

What are other types of abuse to be aware of?

•PHYSICAL•PSYCHOLOGICAL•VERBAL•FINANCIAL

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REPORTING ABUSEREPORTING ABUSE

• Call 911 if a life-threatening situation is in progress

• Not sure about the situation – Call office to discuss • Mandatory Reporters – Any person who has

assumed full or partial responsibility for the needs or care of an elderly or dependent adult

• How is a referral made? – The office will notify Adult Protective Services

• What happens after report made? Investigation initiated by a social worker. The reporter will be contacted after an APS worker has been assigned to the case.

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UNIVERSAL PRECAUTIONSUNIVERSAL PRECAUTIONS

What are Universal Precautions?

Assumes we are all infected

Blood borne infections carried in all body fluids except?

Sweat!

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INFECTION CONTROLINFECTION CONTROL

What is the BEST way to prevent the spread of disease?•HAND WASHING!

How often do you need to wash your hands? All the time

How long do you need to wash your hands?20 seconds – sing Happy Birthday x 2 or ABCs

How else can you prevent the spread of disease?•WEAR GLOVES•COVER YOUR COUGH

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MEDICATIONMEDICATION

• The Provider may not: – Administer medications, including non-prescription

drugs.– May not fill pill boxes

• The Provider may:– Provide medication reminders– Help the client open and close containers

containing medications.• Do NOT recommend vitamins, supplements,

alternative treatments, dietary changes• Do NOT handle sharps, needles for ANY

REASON (bring sharps container to client)

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DIETARY CONSIDERATIONSDIETARY CONSIDERATIONS

Always check care plan for food allergies or other dietary restrictions

Common dietary restrictions?

•Diabetic diet•Low sodium diet•Low fat / low cholesterol diet•Soft diet

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CONFIDENTIALITYCONFIDENTIALITY

HIPAA - The Health Insurance Portability and Accountability Act of 1996

•Standards and penalties related to privacy - of an individual’s identifiable information

•Information that Providers transmit, or maintain, is covered by the Act •Commonly known as “The Privacy Rule” 

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PROTECTED HEALTH INFORMATION

PROTECTED HEALTH INFORMATION

PHI of Receivers:

• Name• Address• Employer• Relative’s names• Date of birth• Telephone and/or fax

number• E-mail address• Social Security number• Photographs• Medical condition

• PHI Must be kept Confidential

• It may not be disclosed to anyone for any reason

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ETHICAL CONSIDERATIONSETHICAL CONSIDERATIONS

• Respect Receiver's privacy by: – Never going through his belongings without permission– Respect the receiver’s physical or emotional challenges

• Be aware - Receivers may feel indebted to you and want to give you something to say thanks– Never accept money or gifts – Contact the office to discuss when offered

• Problems can often be avoided by good judgment and common sense

• Always act professionally• Know your limits and boundaries – we provide Non-

Medical home care

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COMPLAINTSCOMPLAINTS

• Listen – ask questions so you understand the issue

• Ask how you can help improve the situation or resolve the issue

• If the issue cannot be resolved - refer the client or family member to the office – it is their right to talk with us

• Do not get involved in any issues related to fees, payment for services, other caregivers, etc. – immediately refer these to office

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INCIDENT REPORTSINCIDENT REPORTS

What to Do:•Call 911 if an Emergency

•Always notify the office

Examples of Incidents :•Medical issue - requiring emergency services or hospitalization•Problems with medication•Fall or other injury•Abusive behavior•Property Damage•Theft•Provider fall or injury

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What’s a “Meet and Greet?”

What’s a “Meet and Greet?”

• We try hard to “match” Providers and Clients

• We will accompany you on your first visit to provide introductions, sometimes may also do when new caregiver is assigned to existing client

• The success of the service depends on a good fit

• Sometimes it doesn’t work out – give it your best shot - no hard feelings

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Tips for Meet and GreetTips for Meet and Greet

• Think of it as an interview – make your first impression a good one

• Dress professionally• Goal is to understand client needs • Ask them questions about how you can help

– Don’t ignore client in discussions with family – don’t do “baby talk” even if they having hearing difficulties

• Share pertinent information about your qualifications if asked - don’t dominate conversation

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TelephonyTelephony

• Telephony is easy to use!– Providers call from the phone # associated with the

scheduled Receiver– The system knows where you are calling from– Verifies it is correct when you enter your PIN (will be

provided, typically 83+last 4 digits of phone #)– “Clocks you in” and “clocks you out”

• We use Telephony to:– Accurately track time– Document activities and mileage– Process payroll– Invoice our clients and insurance companies

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Procedure for using Telephony

Procedure for using Telephony

• Important to clock in and out within a short period of scheduled time for start and finish of shift

• If schedule changes – must notify office or clock in may not register

• Always call from client’s phone unless instructed otherwise

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To CLOCK IN: To CLOCK IN:

1. From the Client’s home phone call 1-888-392-6431

2. Enter your PIN, press 1 to clock in

3. You will hear a confirmation – Success!!

4. Hang up

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To Clock OutTo Clock Out

1. From the client’s phone – 1-888-392-64312. Enter your employee PIN number3. Press 2 to clock out4. You will be prompted to put in:

A. Activities you did with the Receiver todayB. Mileage – when you drive your car with Client

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Entering ActivitiesEntering Activities

• Activity Codes – Enter * after each code: 1* Errands 2* Grocery Shopping 3* Doctor Appointment4* Meal Preparation5* Medication Reminder6* Light Housekeeping7* Laundry8* Bathing Assistance/

Stand-by9* Transfers10* Continence Assistance

11* Assistance with Eating12* Assistance with

Getting to Bathroom13* Companionship14* Out to Eat15* Guardian/Family

Meeting16* Gardening17* Bill Paying18* Pet Care19* Dressing; Accessing

Clothes20* Exercise21* Recreation22* Outings23* Dementia Supervision

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Entering MileageEntering Mileage

• After you have entered activities, you may enter your mileage – it helps to use your odometer on every trip

• Only enter mileage for trips you completed with the Receiver in your personal vehicle

• After entering your total mileage for the visit, press the (#) symbol on the telephone key pad

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ExampleExample

• On a client visit you completed 3 activities with the Receiver:– Laundry– Companionship– Out to eat

• Clock out and enter:»7*»13*»14*

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What if I Forget?What if I Forget?

Please call our office after your visit with the Receiver if you forget to clock in or out, or if

you forget to enter your mileage.

Please call as soon as your remember! Leave a detailed message for Christie. Better yet –

detailed email!

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ERSP – Viewing schedule & hours workedERSP – Viewing schedule & hours worked

• ERSP is the name of the software system we use to track providers, receivers and all schedules.

• Providers are able to login 24 hours a day, 7 days a week to view:– Monthly schedule– Report of hours worked including any mileage

entered in telephony

• A detailed guide is available in the Providers Portal

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ERSP – Employee Portal ERSP – Employee Portal

• The employee portal contains:– announcements– copies of previous employee newsletters– important employment information– helpful reference materials – copies of orientation materials including the most up to date

orientation power point and employee handbook.

• In your web browser enter:www.homecarebyseniorsnj.com/portal

• You will be asked to enter a password which is: employee

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THANKS FOR YOUR ATTENTION

THANKS FOR YOUR ATTENTION

Questions ????