INFORMATION FOR CARE WORKERS

Working safely in Home and Community Care

InPlace Care

InPlace Care Home & Community Care Support

InPlace Care supports a range of Clients in the community. It is important that you understand what is expected of you when caring and providing community support and that you foster and encourage every Client’s well-being, independence and community integration as much as possible.

You need to be responsible, supportive, caring and have the right attitude. The staff at InPlace Care are always happy to assist you with any information and support they can.

Home and Community Care work can be very rewarding, and it is essential that you always follow Service and Care Plans and InPlace Care’s policy and procedures.

It is essential that you always support every Client ethically and adhere to the code of conduct you have agreed to.

The following guide is designed to provide you with the knowledge and procedures that you will need to confidently provide care in the community as well as communicating with InPlace Care.

General Information

Please download this guide and keep it with you when attending a shift for InPlace Care. This booklet includes all the relevant contacts and basic procedures for common home care issues.

We are open between 08:30 and 17:00 5 days per week

Contacting InPlace Care 

E: admin@inplacecare.com.au

P:

Introduction

Our guiding philosophy at InPlace Care is that the elderly wish to stay living in their homes for a long as they can. To be able to do this, they often have the support of their family who organize the care they need to be healthy and safe in their home. In our model, these Supporters sign up on the platform to organize services for a Client.

The Supporter can be family or a friend, however it is important that they acknowledge they take on the responsibility to lodge their credit card for the payment of all services contracted under the InPlace Care service platform. All services offered by the Care Worker are contracted to the Supporter directly and it is vitally important that all communication between the Supporter and the Care Worker goes through the Message System on our platform to ensure legal / contractual records are kept.

The Care Workers using the InPlace Care Platform do so as independent carers, working for themselves under an ABN. There is no employment contract with InPlace Care and all taxation and Superannuation responsibility stays with the Care Worker to satisfy.

Remember at all times to respect the dignity, privacy and independence of Clients and their primary carers. (Primary Carer refers to a family member/friend that cares for the Client, not the home care worker). It is our goal at InPlace Care that all the services needed can be organized at the touch of a button, allowing clients to live a happy, safe and healthy life in their homes.

Client rights

• To be involved in identifying the care most appropriate to support their needs
• To choose the care and services that best meet their assessed needs and planned goals
• To receive care without being obliged to feel grateful to those providing care
• To receive care that is respectful
• To have a representative participate in decisions relating to the care if they do not have the capacity to make decisions
• To be treated without exploitation, abuse, discrimination, harassment or neglect
• To receive reliable, coordinated, safe, transparent quality care and services
• To receive care and support provided by carers who are experienced, trained and qualified.
• To be provided with a service agreement that they agree with
• To be given a written plan of the care that they expect to receive, and receive this care
• To have ongoing review of the care and services received, and modification as required
• To be able to cancel and reschedule services as per the signed and agreed service agreement
• The right to access their personal information

Privacy & Confidentiality

As a home care worker, you may learn a lot about your Client, their family and friends.

Information may be disclosed to you either by InPlace Care, the Client or the Clients’ family and include:

• Medical information including care requirements and needs
• Financial information
• Business information
• Personal information

You must never disclose any information you have come across throughout your duties to a third party or use information that has come to your attention for financial, personal or business gain.

This includes talking to your friends, family and colleagues and posting or using that information on social media.

The only exception to this is if that information is requested by a government body, medical professional or InPlace Care, and only within your scope of practice e.g a home care worker should not discuss complex medical needs with the Clients’ doctor.

If you are in doubt of whether you should disclose information to a certain party always contact InPlace Care to make the determination.

You should also not disclose medical issues with family members if the Client has requested you not to do so. If in doubt always contact InPlace Care for a decision.

Child Protection

Those who deliver the following services to children as part of their paid work are classified as mandatory reporters:

• Health Care;
• Children’s services;
• Residential services.

You have a statutory duty to report a child to the Department of Human Services (DHS) if you suspect that the child is at risk or harm from any of these circumstances.

• Physical/psychological needs not being met or at risk of not being met
• Parents/carers unable or unwilling to arrange medical care
• Physical/sexual assault as occurred, is at risk of occurring
• Risk of physical or psychological harm due to domestic violence
• Psychological abuse has occurred or is at risk or occurring

Note: Physical or sexual abuse may include an assault and can exist, even if consent has been given.

Contact

Visit dhs.vic.gov.au for contact information in the area you are

working during business hours

After Hours Service - Call 13 12 78

Open 5pm-9am mon-fri & 24 hours weekend

Documentation

All Carers utilising the Service Platform and employees of InPlace Care must affirm their commitment to maintaining the Client’s privacy and confidentiality in relation to the Client and all InPlace Care’s business affairs, through the signing of the Code of Conduct and Ethics.

Client’s personal information gathered by InPlace Care staff is for the purpose of planning and delivering appropriately designed services, meeting our reporting accountabilities, and observance of our Duty of Care.

All information provided to you must never be disclosed to a third person.

Documentation that you may be required to complete includes:

• Care plans and assessments
• Progress notes
• Medication and other charts

InPlace Care will provide you with all necessary paperwork to complete your visit prior to your attendance. Some documentation will be kept on the premises e.g. progress notes and medication charts, others will be readable online in the Client LogBook.

Remember – that these are legal documents and all documentation must be completed in a professional manner and be legible.

Communication

All communication with Clients and their primary carers’ needs to be professional, respectful and non-judgmental.

Remember each person is an individual and you may need to adapt how you communicate to meet the individual needs.

You need to remember that some of the Clients may have dementia and have difficulty remembering who you are and what you are there for. Clients with dementia may tell you that they don’t need the service you are there to provide. 

It is important to remember that dementia causes cognitive changes, including memory loss. In this situation it is important to contact your InPlace Care Service support team and follow their instructions.

While it is important to establish a rapport with your Clients, it is equally important to observe boundaries. You should not discuss your personal circumstances, exchange phone numbers or visit outside of rostered times. If a Client requests further work than what has been scheduled, this should be formalized through the InPlace Care platform and a new appointment prepared.

Please communicate with the Supporter through the InPlace Care Service Platform in finalizing the appointment and details of the care requested.

As the Client is not always in direct communication with their Supporter manager, we suggest you SMS any direct Client communication (eg. running 10 minutes late) using their mobile telephone with is registered on the Client details.

Changes in a Client’s condition or any concerns should be reported promptly to the InPlace Care Service support team, following the reporting procedures of InPlace Care.

Examples of changes could be:

• Mobility
• Cognition
• Skin integrity
• Continence

Or concerns about:

• Medication (notice the Client hasn’t taken)
• Food (lack of, or food that has gone off)
• Neglect or abuse
• Lack of heating or cooling
• Broken equipment etc.
• Anything else out of the ordinary

Geo Location data

Part of the service the InPlace Care platform offers to our Supporters and their Clients is that we show when our carer has arrived on a Geo map. This requires you as a condition of your contract with InPlace Care, to have this service switched on in your mobile telephone.

This also offers you security as you will be monitored by the Service can readily confirm your attendance should the Supporter question this.

This service will only be switched on by the InPlace Care Service 15 minutes before each scheduled appointment and then turned off at the finish of the appointment.

Services

It is important to offer a strong suit of services for your individual Clients. Please only offer services that you are qualified and experienced to do. The list of services demanded by Clients in their home can be quite varied, we recommend that you just click the main ones to start with to ensure you get a good search result on the data base.

The list of Services include:

Occupational Health and Safety

While a home care worker is working in a Client’s home, that home becomes their workplace and relevant OHS legislative requirements must be met. As the Supporter has contracted directly with the Care Worker, all OHS responsibilities and obligations will lie with them.

The meeting of these obligations should be done in a sensitive way that respects both the carers rights and the way the Client organises and wants to live in their home. To meet OHS requirements practices, modifications or equipment may be required, and it is essential that this is reviewed by the Supporter before the care commences. Please read our Policy 2020 OHS Orientation new Staff and Contractors. The Supporter has the responsibility to review the home for OHS and complete our report form 2023, please ask for this completed form from the Supporter upon your first visit to the client’s home.

We understand that Clients of Home Care Services are diverse and have specific needs so the processes for managing OHS requirements must be able to be adapted to the individual circumstances of the Client.

 Scheduled visits

All scheduling of jobs will be done through the InPlace Care platform. You must never offer to complete works outside InPlace Care for cash as you will not be covered by our insurances.

We expect that you will attend the service at the correct time and that you will not leave your shift early. If you are unable to attend a visit at the correct time, please contact the Client directly through the message system in the InPlace Care platform together with the InPlace Care office.

Clients with dementia may tell you that they don’t need the service you are there to provide. It is important to remember that dementia causes cognitive changes, including memory loss. In this situation it is important to contact the InPlace Care Service support team and follow their instructions.

Sick leave or inability to attend a scheduled service.

If you are unable to attend a scheduled service due to illness, please contact the Supporter immediately via phone. We ask that you provide sufficient notice to replace you to ensure that the Client is not disadvantaged by your absence. We appreciate 12 hours advanced notice where possible to ensure adequate time to replace you and ensure that the Client is not disadvantaged by your absence.

What to do if a Client is not home for a visit?

If you arrive at a Clients’ home and there is no answer at the door follow the following procedure.

• Never assume that the Client is simply not at home
• Check around the perimeter for signs of the Client
• Call the Supporter using the phone number within the platform
• Contact InPlace Care if you cannot contact the Supporter, we will attempt to locate the Client
• DO NOT LEAVE the Clients home until you are directed to do so by InPlace Care

If we are unable to ascertain the Client’s location and we believe that there is sufficient concern on the location of the Client we may instruct you to use the emergency key (if available) to gain entrance to the Client’s home. Please wait for confirmation from InPlace Care before using the key.

Medical Emergencies & injuries

Where a Client who is being cared for by an InPlace Care contracted carer becomes unwell and requires urgent attention, the carer is to call 000 and request an ambulance.

Conditions that may require urgent attention include:

• Collapse
• Any chest pain, chest tightness accompanied by sweating
• Shortness of breath NOT associated with exercise
• Dizziness not resolved with a short rest
• Significant musculoskeletal injury
• Sudden, uncharacteristic confusion

If in doubt, call an ambulance. The staff member is to remain with the Client until the ambulance arrives and have taken over care.

InPlace Care Service Support Team must be called to advise them of the emergency as soon as possible.

Carers should contact the InPlace Care Service Support Team for advice when Client does not require urgent medical attention but is unwell.

Discovery of a deceased body

Should you discover a deceased body

CALL an ambulance immediately if there is any doubt that the person is not deceased. 

CALL InPlace Care Service Support Team immediately after having determined that the Client is deceased.

NOTE the time that the body was discovered

• AVOID touching the Client’s body wherever possible. Do not report or tamper with any medical devices
• CONTACT the police, either through “000”, or through the local police station. Make sure to clearly identify yourself and the situation.

DO NOT contact the family, carer or significant others if they are not at the scene. It is the duty of the police to contact the family to advise of the death.

Common Hazardous Tasks

The following seven hazardous tasks are the most common causes of injury in the home care sector:

• Vacuuming – Pushing/pulling vacuum, awkward posture, packing/unpacking machine, moving furniture
• Mopping – Repetitive movements, awkward posture
• Showering/bathing Client – Working in awkward body positions
• Moving Clients – Transferring Client’s position, moving Client from one location to another
• Cleaning bathrooms – Repetitive movements, awkward posture
• Making beds – Making the bed, lifting the mattress, replacing sheets
• Use of vehicles – Transporting Clients and equipment

These issues along with all potential hazards will be considered during the initial assessment of the Client’s needs and if they pose a risk, they will be controlled prior to the first service visit by the worker.

As a home care worker, it is your responsibility to report any problems, changes or concerns to your InPlace Care Service support team immediately so that they can be addressed.

Vacuuming

The task of vacuuming is the most commonly reported cause of musculoskeletal injuries for workers performing home care duties. Workers may be at risk of injuries from strains to the back, neck, shoulders and wrists when pushing, pulling, bending and lifting. The frequency of these actions and the time it takes to complete the task can also increase the risk of these injuries.

Preventing or reducing injury:

• Vacuum cleaner should be in good working condition, lightweight and easy to move with functional castors
• Have an adjustable wand length to enable worker to carry out task in an upright position (not bending over)
• Easily accessible and stored at a safe height
• Easy to empty
• Avoid vacuuming stairs that require the repeated lifting of the vacuum cleaner – or use suitable lightweight stick vacuum cleaner.
• Ensure tasks involving similar movements (e.g. mopping, sweeping and vacuuming) are not performed for more than 30 minutes at a time.
• Rotate to other tasks that require the use of different body movements (e.g. tidying, dusting, cleaning bathrooms or wiping benches).
• Ensure heavy furniture is arranged to allow access around four sides (or at least three sides). If not, only the exposed floor surfaces should be vacuumed.
• Work forward with the vacuum behind you
• Wrap hose around your back so that you are pulling the cleaner with one hand and guiding hose with the other hand
• Use full length of the pipe and keep hands high on pipe
• Stand in upright body position, maintaining “S” curve of spineWalk with the vacuum, do not reach

Mopping

The task of mopping has been associated with a high level of musculoskeletal injuries for workers performing home care duties. Workers may be at risk of injuries from strains to the back, neck, shoulders and wrists when pushing, pulling, bending, twisting, gripping and lifting. The frequency of these actions and the time it takes to complete the task can also increase the risk of these injuries.

Ensure the bucket:

• is light weight
• is an appropriate shape for the mop head
• has properly functioning plastic wringers or rollers
• has a non-slip or grooved foot base to reduce slipping when wringing the mop
• is stored at an appropriate height and is easily accessible
• is only part or half filled (filling should be done as close to the area to be mopped as possible).

Preventing or reducing injury:

• Use micro fibre mops with telescopic handles. Disposable cleaning pads can also be used without a bucket.
• Ensure the mop fits the purpose, has long handles to prevent overreaching while completing the task. (Ensure standing upright to mop)
• Has an appropriately sized mop head to minimise weight when wet
• Is wrung in the bucket, not by hand.
• Ensure tasks involving similar movements (e.g. sweeping and vacuuming) are not performed for more than 30 minutes at a time.
• Rotate to other tasks that require the use of different body movements (e.g. tidying, dusting, cleaning bathrooms or wiping benches).
• Ensure heavy furniture is arranged to allow access around four sides (or at least three ideas). If not, only the exposed floor surfaces should be mopped.
• Make sure to use full length of the handle and keep hands high on handle.
• Stand in upright body position, maintaining “S” curve of spine.
• Ensure that you walk with the mop.
• Do not reach or twist lunge

Showering / bathing a Client

The task of showering or bathing a person in their own home has been associated with musculoskeletal injuries within the home care industry. 

Workers may be at risk of injuries from strains to the back, neck and shoulders when bending, reaching, twisting and exerting high or unexpected forces.  

Preventing or reducing injury:

• Ensure appropriate aids and equipment required are used correctly and maintained in good working equipment.
• Worker should be trained on how to use equipment appropriately and safely
• Report any changes in Client’s condition that may require further assessment.
• Ensure bathroom floor is dry or covered in stable slip proof mats before the Client is taken into or out of the showering/bathing area
• Ensure floor surfaces are suitable for moving wheeled equipment if required (no rugs/steps)
• Wear non-slip sole shoes
• Ensure there is sufficient space in bathroom to carry out the task safely
• Ensure easy access to shower or bath

Making Beds

The task of making beds in the home has been associated with musculoskeletal injuries within the home care industry.

Workers may be at risk of injuries from strains to the back, neck and shoulders when bending, reaching, twisting and exerting high or unexpected forces.

Preventing or reducing injury:

• Ensure appropriate aids and equipment required are used correctly and maintained in good working equipment.
• Worker should be trained on how to use equipment appropriately and safely
• Report any changes in Client’s condition that may require further assessment.
• Wear non-slip sole shoes
• Ensure there is sufficient space in bedroom carry out the task safely
• Ensure easy access to shower or bath

Moving Clients

The task of moving and lifting people in their own home has been associated with musculoskeletal injuries within the home care industry.

Workers may be at risk of injuries from strains to the back, neck and shoulders when bending, twisting, lifting, pushing, pulling and exerting high or unexpected forces.

Preventing or reducing injury:

• Any changes in a Client’s condition should be reported to your InPlace Care Service support team, to ensure reassessment occurs if required.
• Ensure that equipment or aids assessed as necessary to safely move the Client are:
• suitable for the task and there is ample space to use them e.g. hoists, shower chair
• available, easy to access from storage and use
• provided prior to home care commencing
• maintained in good working order.
• Ensure workers are trained in using equipment and aids, and the training is updated regularly.
• Ensure floor surfaces are suitable for moving any wheeled equipment.
• Workers should have Client specific training if required.
• Any concerns or problems should be reported immediately to your InPlace Care Service support team.

For further information on moving Clients complete the manual handling topic in your online training portal

Cleaning Bathrooms

The task of cleaning bathrooms in private homes has been associated with musculoskeletal injuries for workers performing home care duties. Workers may be at risk of injuries from strains to the back, neck and shoulders, particularly when bending, reaching and twisting.

The frequency of these actions and the time it takes to complete the task can also increase the risk of these injuries.

Preventing or reducing injury

Ensure equipment is efficient and suitable for the task by:

• using cleaning brushes designed to fit easily into snug grooves and crevices of shower doors
• using sponges, mops or brushes with telescopic arms
• using equipment that reflects the size of surface areas to be cleaned.
• Use a non slip mat if required to get in the shower or bath for cleaning
• Rinse with hand held shower or tap with attachable hand held shower hose
• Minimise time spent kneeling by using mops or long handled squeegee to reach difficult areas
• Kneel, rather than bending or squatting – use a folded towel or kneepad when kneeling
• Use one hand on the bath to support weight when cleaning and rising from kneeling
• keep an open palm by using a larger cleaning pad

Using vehicles

Manual handling involved with using vehicles to transport people, equipment or other items.

Workers may be at risk of musculoskeletal injuries ( e.g. sprains, strains, fractures and soft tissue injuries) to the back, neck, shoulders and knees due to awkward postures or exerting high or unexpected force to move people or equipment in and out of vehicles.

Prevent or reduce injury:

• Ensure vehicles is suitable for transporting people and/or equipment. Two-door cars, four-wheel drive vehicles or low car seats may not be appropriate to transport some people and/or equipment.
• Ensure suitable parking spaces in an initial assessment before services are provided.
• Ensure sufficient workers to move people and equipment. May be need multiple workers for certain tasks
• Ensure appropriate time between appointments, include additional time for traffic conditions, parking and transferring of people and/or equipment
• Look at hiring equipment and leaving it at the Client’s home to reduce transporting
• Consider hiring equipment at venues to reduce transporting – example at shopping centres
• Equipment should be light, foldable and easy to transport
• Use trolleys to transport equipment
• Use load restraints to keep equipment from sliding around in vehicle
• Use aids to assist in arranging, storing or sliding equipment into vehicle.
• Ensure training has been provided on how to use any equipment and/or aids required

Electrical Hazards

Common electrical safety hazards include:

• Frayed electrical cords
• Over loaded power points
• Damaged or cracked equipment
• Electricity near water, such as bar heaters in the bathroom

Damaged or incorrectly wired switches  

If you find any electrical hazard you should report it to the InPlace Care Service Support Team. 

 
Chemical Hazards
 

Common chemical hazards in the home may include:

• Incorrect storage of chemicals
• Using chemicals in a non-ventilated area
• Unlabeled or marked chemicals

 Always ensure that when you are using cleaners to clean a room that the room is well ventilated and that there is a flow of air. Never use a cleaning product that does not have a label or is labeled by the Client. Always use gloves when using cleaning products. Never mix chemicals e.g. bleach and floor cleaner when using them for cleaning. This can result in unpredictable chemical reactions that could be harmful or fatal. Chemicals should be stored in a lockable cupboard or child safe area where good ventilation occurs. 

Violence and Aggression

 

Risks may arise from the actions of Clients, their carers or others at the home for many reasons. Some Clients may exhibit challenging behavior because of their disability or condition whilst other may be frustrated by their circumstances.

If at any time you feel unsafe or threatened, then you should immediately leave the situation. If this does not relieve the situation you should contact the police and/or ambulance on 000 immediately depending on the circumstances.

Once the situation has been resolved or for minor issues please contact InPlace Care for further information. You should program InPlace Care’s number (03) XXXXXX  into your mobile phone so that it is easily accessed.

For further information on occupational aggression, violence and bullying in the workplace please see occupational violence and aggression tutorial.

Transporting Clients

Please note that in order to use your vehicle to provide transport to Clients you must be fully comprehensively insured. Your vehicle must also be reliable and well maintained.

TAKING CLIENTS INTO THE COMMUNITY:

Ensure you take:

• Foods and fluids
• Hand Gel
• Equipment*
• Gloves
• Clothing*
• Incontinence aids                          *if necessary

Ensure you:

• Notify house members of your return
• Write up any reports that need to be done in the Client’s file / notes

BEFORE TRANSPORTING: Make sure -

• Your car is clean and well maintained;
• You have adequate protection for your car seats as some Clients may be incontinent;
• Hand gel is available and accessible.

WHEN TRANSPORTING: You must -

• Go the most direct route and not deviate or stop at other destinations;
• Never have any other people, such as family members riding in the car with you;
• Ensure that you have your mobile switched on, but do not answer, call or text whilst driving;
• Never play loud music or smoke with a Client in your car;
• Keep your car air temperature suitable to the needs of the Client.

Additional Information

No Smoking

InPlace Care enforces a strict no smoking policy. Under no circumstances should you smoke with Clients, in your vehicle with a Client, in the Clients home or on the grounds of the Clients’ premises.

You must not leave the Client unattended in order to have a smoke. Smoking should always be done on breaks only and off the premises.

National Police Name Check & working with Children’s Check

Please ensure that you keep your Working with Children’s card in your wallet and a copy of your police check in your bag or vehicle glove box as you may need to present them when requested by a Client or Supporter.

Should you be convicted of a crime you are required to advise InPlace Care Service Support Team immediately. Police checks are required to be current and updated every 3 years.

Continuous Education Requirements.

You are required to undertake your CPD training every 12 months, for home care workers this includes.

• Palliative Care
• Infection control
• Fire Safety
• Manual handling
• OHS
• CPR Theory
• CPR Practical (Nurses only)

Mobile Phones

You are required to keep your mobile phone with you during services and transportation.

Please do not take personal calls whilst with a Client or working.

Your Client deserves your full attention.

Social media

Under no circumstances can you provide your email or social media account details to a Client. You must never mention a Client in a post or post a photo, video or other media involving a Client. Keep all communication through the InPlace Care platform.

Personal Business

You must never visit a Client outside of your scheduled services for any reason. You must also never try to sell a product or service for either your own or another business to the Client e.g. Avon or mowing services.

Gifts

You must never accept gifts or money from a Client.

Finance

You must never

• Use a Clients Eftpos or Credit Card
• Use a Clients online banking
• Obtain passwords or assist with any private financial related matters for a Client