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Staff EmployeeGuidebook2022
IntroductionWelcome to CareLinkOutstanding people are the key to our success. Thousands of older people are served everyyear through the efforts of our employees.To ensure continued success, we feel it is important that all employees understand our policies.This guidebook will help familiarize you with the various aspects of working with CareLink.I encourage you to use it as a valuable resource for understanding our organization. We feel itwill also be a useful reference document.If you have any questions, please do not hesitate to ask your supervisor or any member of themanagement team. My best wishes to you and thank you for taking this first step in knowingCareLink.Sincerely,Luke MattinglyPresident/CEORev 1/1/2022-2-
Vision“A community of people who celebrate living and are aging well”MissionTo connect older people and their families with resources to meet theopportunities and challenges of aging.We accomplish this by: providing in-home services to help homebound older people live intheir homes as long as possible, offering activities and volunteer opportunities that help active olderpeople stay fit, healthy, and involved, helping family caregivers navigate the maze of available services and carefor aging family members.Core Values Service – We strive for excellence in all we do. Integrity – We will be honest and ethical in all we do. Commitment – We put the needs of those we serve first. Diversity – We are stronger because we embrace our differences.Rev 1/1/2022-3-
Table of ContentsIntroductionWelcome to CareLinkVision, Mission, Core ValuesTable of ContentsImportant Telephone NumbersDisclaimerAbout this bookCareLink PoliciesAgency Rules and RegulationsEthical Standards and Conflict of InterestSolicitationFalse Claims and Whistleblower ProtectionDrug Free WorkplaceSubstance AbuseHarassmentADAEqual OpportunityIntroductory PeriodProgressive DisciplineConduct and Work Performance 2 6 83457914141618212223232324On the JobCalling in to Report an AbsenceInclement WeatherTelephone Usage and GreetingMobile Phone UsageAutomobile Liability InsuranceReporting on the Job InjuriesInfection Control 26Work Schedules and Pay 31Mileage ReimbursementTime OffLeave of AbsenceOther BenefitsReceipt of Guidebook Acknowledgement 31Benefits and CompensationRev 1/1/2022-4-26262929293132344042
Important Telephone NumbersCEOChief Operations OfficerChief Financial OfficerDirector DevelopmentDirector of HomecareAccounting ManagerCare Coord. ManagerDirector of Comm ServicesManager of Fleet ServicesHome Care ManagerDirector of TransportationTransportation DispatchRev 1/1/2022(501) 688-7483(501) 688-7469(501) 688-7489(501) 688-7475(501) 688-7414(501) 688-7487(501) 688-7441(501) 688-7445(501) 688-7416(501) 688-7415(501) 688-7425(501) 688-7419-5-Agency MainInformation & AssistanceAgency FaxAgency Toll FreeHuman Resources ManagerHuman ResourcesLOA/FMLA/401(k)BenefitsMeals on WheelsHomecare SchedulingPayroll(501) 372-5300(501) 372-5300(501) 688-7437(800) 482-6359(501) 688-7437(501) 688-7410(501) 688-7484(501) 688-7403(501) 688-7432(501) 688-0600(501) 688-7473
DisclaimerThis guidebook is intended to provide an overview of CareLink’s policies, procedures, andemployee benefits. The Agency reserves the unilateral rights to modify, alter, amend, change,discontinue, suspend, cancel, or terminate at any time without written or verbal notice all or anypart of the benefits or terms and conditions of employment described in this guidebook,exclusive of any applicable laws or regulations prohibiting the same. Nothing contained hereinis intended to, nor does it create any right to employment for any specific length of time, toindefinite employment, to conditions of continued employment or a limitation upon the right ofeither the Agency or yourself to terminate the employment relationship. The employmentrelationship is terminable at will by either the Agency or you. No oral or written representationmade to an employee at the time of hire or during employment in any way creates a right to anyspecific term or condition of employment unless reduced to writing and executed.Rev 1/1/2022-6-
About This GuidebookThis Guidebook has been prepared to communicate general information regarding CareLinkand its policies and may not contain complete details on each subject. Additional details onpolicies, procedures, and benefits related to your employment are available from yoursupervisor or a Human Resources Department representative. Also, since policies, procedures,and benefits are subject to change, always consult with your supervisor or Human Resources tomake certain that information is current.Furthermore, your work location may have more specific policies and procedures that reflectthe needs or circumstances of its function. We intend for this booklet to further clarify and supportthose policies. If there are matters addressed here that appear to conflict with departmentalpolicies or practices, please contact your supervisor or Human Resources Departmentrepresentative for clarification.The Guidebook was developed to provide a positive influence on our day-to-day workingrelationship and to assure consistent application of work rules and benefits. Employees areexpected to use this guide as a source of information. Also, employees are responsible for beingknowledgeable of the contents of this guide.Rev 1/1/2022-7-
CareLink PoliciesAgency Rules and RegulationsEvery organization has certain guidelines which were developed to reflect good practices. Inestablishing rules of conduct we wish to define the guidelines that protect the rights of allemployees and ensure maximum understanding and cooperation. Therefore, all employees areexpected to be: On time and alert when scheduled to be at work Careful and conscientious in performance of duties Thoughtful and considerate of other people Courteous and helpful with clients and with other employeesSafetyCareLink expects its employees to conduct themselves in a safe manner. Use good judgmentand common sense whether driving, in the field or in the office. Observe any safety guidelinesposted and follow all federal and state safety regulations.ViolenceCareLink is committed to doing what it can to prevent violence in the workplace. Our work rulesmake it clear that acts of violence directed toward another employee, client, or third partycould result in immediate termination of employment. CareLink could also terminate theemployment of any employee who takes action which indicates that violence might follow, suchas threats of bodily harm, property damage, or theft.As a matter of policy, CareLink prohibits: 1) the possession of guns and other weapons (includinghunting weapons), even if the employee has a permit or license, on CareLink property or inCareLink vehicles; and 2) field employees from possessing guns or other weapons while onCareLink business. VIOLATION OF THIS POLICY WILL SUBJECT AN EMPLOYEE TO DISCIPLINARYACTION UP TO AND INCLUDING IMMEDIATE TERMINATION OF EMPLOYMENT.SmokingSmoking and the use of other tobacco products or vaping products are prohibited in clienthomes, CareLink motor vehicles and in space rented, leased, owned, or otherwise occupiedby CareLink. Smoking or vaping will be allowed in designated smoking areas only. Contact yoursupervisor about the location of the designated smoking area.Social MediaSocial Media is a powerful tool for personal interaction and to provide Informative messagesabout our agency to individuals across a multitude of ever evolving platforms. By “social media”,we refer to a variety of online communities like blogs, social networks, chat rooms and forums– not just platforms like Facebook, Twitter, Instagram, or Snapchat.You should NEVER post client/customer information or client/customer stories on your personalaccounts. Even if you don’t name a client specifically, his or her privacy might be violated bythe details of what you are posting and by those comments being associated with your account.Rev 1/1/2022-8-
This could have extremely negative consequences for the agency and for you personallyDuring the time which you are at work you are restricted from reading or interacting with yoursocial media accounts, unless expressly asked to do so for a business purpose. No pictures takenin or at CareLink facilities or grounds or at a customer site may be placed on your personal socialmedia account without express written consent from the Chief Executive Officer (CEO), ChiefOperations Officer (COO), or the Director of Development.We ask you to be careful when posting on social media. We can’t restrict what you postthere, but we expect you to always adhere to our confidentiality policies. We also cautionyou to avoid violating our anti-harassment policies or posting something that might makeyour collaboration with your colleagues more difficult (e.g., hate speech against groupsto which colleagues belong). Although you have the right to post opinions to social media,the Agency has a right to conduct discipline up to and including termination for violationsof company rules or for statements that might be detrimental to the agency’s image inthe community. In general, we advise our employees please: Ensure others know that your personal account or statements don’t represent ouragency. You shouldn’t state or imply that your personal opinions and content areauthorized or endorsed by our agency. We advise using a disclaimer such as “opinionsare my own” to avoid misunderstandings. Avoid sharing intellectual property like trademarks, financial data, or internalcommunications on a personal account without approval. Confidentiality policies andlaws always apply.Avoid any defamatory, offensive, or derogatory content. It may be considered as aviolation of our company’s anti-harassment policy, if directed towards colleagues, clients,or partners. CareLink has numerous sponsored social media accounts, and those accounts are administeredby trained professional staff. You may occasionally be asked to “like” or “share” posts from theAgency’s sanctioned accounts. Your cooperation in sharing agency communications isappreciated.Ethical Standards and Conflict of InterestCareLink is committed to the highest standards of legal and ethical conduct in its businesspractices. The continued success of the agency is dependent upon the ethical conduct of itsrepresentatives. All CareLink representatives are responsible for ensuring that their behavior andactivity is consistent with this ethics standard, as well as agency policies and procedures, andapplicable federal, state, and local laws, and regulations.CareLink will make reasonable efforts to ensure that all activity by or on behalf of the agency isin compliance with the Articles of Incorporation and the Bylaws of CareLink, and all applicablefederal, state, and local laws and regulations, whether or not specifically addressed in this EthicsStandard.As a nonprofit entity under Section 501(c)(3) of the Internal Revenue Code, the agency has alegal and ethical obligation to act in compliance with applicable laws, to engage in activitiesin furtherance of its charitable purpose, and to ensure that its resources are used in a mannerthat furthers the public good, rather than the private or personal interests of any individual.Consequently, the agency will avoid compensation arrangements more than fair-market value,will accurately report payments to appropriate taxing authorities, and will file all tax andRev 1/1/2022-9-
information returns in a manner consistent with applicable laws.Political Contributions and Civic InvolvementAs a nonprofit entity under section 501(c)(3) of the Internal Revenue Code, CareLink is prohibitedfrom making contributions to any candidate for political office and from intervening in anypolitical campaign on behalf of or in opposition to any candidate for public office. The agencyencourages individual participation and involvement in civic activities, including politicalactivities, but individuals engaged in such activities may not act in any way that implies thatpersonal involvement is endorsed by or conducted on behalf of CareLink. In certain instances,employees are covered by laws pertaining to political activity on the part of state or localgovernment employees.The agency has many dealings with governmental bodies and officials. All such contacts andtransactions shall be conducted in an honest and ethical manner. Any attempt to influence thedecision-making process of governmental bodies or officials by an offer of any benefit isprohibited. No one may lobby on behalf of CareLink without the knowledge and approval of theCEO.Business EthicsTo further the agency’s commitment to the highest standards of business ethics and integrity,agency representatives will accurately and honestly represent CareLink and will not engage inany activity or scheme intended to defraud anyone of money, property, or honest services. Ourreputation and integrity are central to our ability to operate within our service area. The standardsset forth below are designed to provide guidance to ensure that the agency's business activitiesreflect the highest standards of business ethics and integrity.Misappropriation of InformationAgency representatives shall not misappropriate confidential or proprietary informationbelonging to CareLink. All agency representatives are responsible to ensure that they do notimproperly copy for their own use documents or computer programs in violation of applicablecopyright laws or licensing agreements.All information contained in the agency’s communications systems, such as voice mail, e-mail,and computer hardware and software applications, is the property of CareLink and will remainagency property upon an employee’s separation from the agency. Agency representativesshould not have any expectation of privacy with respect to such systems.ConfidentialityAgency representatives shall strive to maintain the confidentiality of confidential information inaccordance with legal and ethical standards. Each agency representative has an obligationto actively protect and safeguard confidential, sensitive, and proprietary information in amanner designed to prevent the unauthorized disclosure of such information.Personnel Actions and DecisionsSalary, benefit, and other personal information relating to CareLink employees shall be treatedas confidential. Personnel files, payroll information, disciplinary matters, and similar informationshall be maintained in a manner designed to ensure confidentiality in accordance withapplicable laws. Agency representatives will exercise due care to prevent the release or sharing ofinformation beyond those persons who may need such information to fulfill their job function.Client RecordsClient records will be maintained in accordance with applicable laws and regulations. CareLinkRev 1/1/2022- 10 -
representatives will exercise due care to prevent the release or disclosure of information beyondthose persons who are authorized by applicable law to access such information.Conflict of InterestCareLink representatives owe a duty of undivided and unqualified loyalty to the organization andmay not use their positions to profit personally or to assist others in profiting in any way at theexpense of the agency. All agency representatives are expected to regulate their activities so asto avoid actual impropriety and/or the appearance of impropriety, which might arise from theinfluence of those activities on business decisions of the agency, or from disclosure or private use ofbusiness affairs or plans of the agency.While not all inclusive, the following will serve as a guide to the types of activities by an agencyrepresentative, or immediate family member (spouse, parents, grandparents, children,grandchildren, and siblings) of such person, which might cause conflicts of interest:Representation of the agency by an agency representative in any transaction in which (s)he oran immediate family member has a substantial personal interest is prohibited. Furthermore,agency representatives are prohibited from participating in the selection process and/or awardof a contract in which the employee or her/his immediate family may benefit from the contractaward.Disclosure or use of confidential, special or inside information of or about the agency, particularlyfor the personal profit or advantage of the representative or an immediate family member isprohibited.Participation in a transaction with the agency for personal profit except upon the writtenapproval of the CEO is prohibited.Agency representatives in management or staff positions may not supervise an immediate familymember.Members of the Board of Directors, upon joining the Board, and employees, upon hire, arerequired to complete a “Conflict of Interest Disclosure Form.” This will be completed as part of theorientation process. Thereafter, self-disclosure is required, and a new form is to be completed atany time a Conflict of Interest occurs. The disclosure and any required attachments are to beapproved and signed by the agency’s CEO. The approved forms are to be housed in aconfidential file that is maintained by the CEO. A review of active Conflict of Interest Disclosureswill be presented to the Board of Directors annually.Services for VendorsNo agency representative shall perform work or render services for any organization with whichthe agency does business, or which seeks to do business with the agency outside of the normalcourse of her/his employment with the agency without the signed written consent of the CEO.Neither shall agency representatives be a trustee, officer, or consultant of such an organization,nor permit her/his name to be used in any fashion that would tend to indicate a businessconnection with such organization. A review of active authorizations will be presented to theBoard of Directors annually.Participation on Boards of DirectorsAn agency representative must obtain approval from her/his supervisor prior to serving as amember of the Board of Directors or Trustees of any organization whose interests may conflict withthose of the agency.An agency representative who is asked, or who seeks to serve on the Board of Directors or TrusteesRev 1/1/2022- 11 -
of any organization whose interest would not impact the agency will not be required to obtainsuch approval.The agency retains the right to prohibit membership on any Board of Directors or Trustees wheresuch membership might conflict with the best interest of the agency.An individual is excluded from employment with CareLink while they or a member of theirimmediate family serves on the agency’s Board of Directors.Business RelationshipsBusiness transactions with vendors, contractors, clients/customers and other third parties shall betransacted free from offers or solicitation of gifts and favors or other improper inducements inexchange for influence or assistance in a transaction.The standards set forth below are intended to guide agency representatives in determining theappropriateness of the listed activities or behaviors within the context of the agency’s businessrelationships, including relationships with vendors, providers, contractors, clients/customers thirdparty payers, and government entities. It is the intent of the agency that this policy be construedbroadly to avoid even the appearance of improper activity. If there is any doubt or concernabout whether specific conduct or activities are ethical or otherwise appropriate, you shouldcontact the CEO.Gifts and Gratuities - It is always the agency’s desire to preserve and protect its reputation andto avoid the appearance of impropriety through implementation of the following standards:Agency representatives are strictly prohibited from accepting gifts from a client/customer. In allother relationships, agency representatives shall not accept gifts, favors, services, entertainment,or other things of value to the extent that decision making or actions affecting the agency mightbe influenced. Similarly, the offer or giving of money, services, or other things of value with theexpectation of influencing the judgment or decision-making process of any purchaser, supplier,customer, government official or other person by the agency is prohibited. Any such conductmust be reported immediately either to the CEO, Chief Financial Officer (CFO), or the HumanResources Manager.Agency representatives may retain gifts from vendors which have a nominal value. The agencyexpects representatives to exercise good judgment and discretion in accepting gifts. If arepresentative has any concern as to whether a gift should be accepted, that person shouldconsult with her/his supervisor. To the extent possible, these gifts should be shared with theemployee’s co-workers. Agency representatives shall not accept excessive gifts, meals,expensive entertainment, or other offers of goods or services which have more than a nominalvalue, neither may they solicit gifts from vendors, suppliers, contractors, or other persons.At a vendor’s invitation, an individual may accept meals or refreshments at the vendor’s expense.Occasional attendance at a local theater or sporting event, or similar entertainment at vendorexpense, may also be accepted. In most circumstances, a regular business representative of thevendor should be in attendance with the representative.While CareLink encourages and willingly accepts grants and donations to the agency, agencyrepresentatives may not accept gifts and/or gratuities from clients.Contracting - Agency representatives may not utilize “insider” information for any business activityconducted by or on behalf of the agency. All business relations with contractors must beconducted at arm’s length, both in fact and in appearance, and in compliance with agencypolicies and procedures. Representatives must disclose personal relationships and businessactivities with contractor personnel that may be construed by an impartial observer as influencingthe representative’s performance or duties. Agency representatives have a responsibility toRev 1/1/2022- 12 -
obtain clarification from management on questionable issues which may arise and to comply,when applicable, with the agency’s conflict of interest policy.Business Inducements - Agency representatives shall not seek to gain any advantage through theimproper use of payments, business courtesies, or other inducements. Offering, giving, soliciting,or receiving any form of bribe or other improper payment is prohibited.Appropriate commissions, rebates, discounts, and allowances are customary and acceptablebusiness inducements if they are approved by agency management and do not constitute illegalor unethical payments. Any such payments must be reasonable in value, competitively justified,properly documented, and made to the business entity to which the original agreement orinvoice was made or issued. Such payments should not be made to individual employees oragents of business entities.In addition, agency representatives may provide gifts, entertainment, and meals of nominal valueto agency customers, contributors, current and prospective business partners, and other personswhen such activities have a legitimate business purpose and are reasonable and consistent withall applicable laws.Protection of AssetsAll agency representatives will strive to preserve and protect the agency’s assets by makingprudent and effective use of agency resources and properly and accurately reporting itsfinancial condition.The standards set forth below are intended to guide representatives by articulating the agency’sexpectations as they relate to activities or behaviors which may impact the agency’s financialhealth, or which reflect a reasonable and appropriate use of the assets of a nonprofit entity.Internal Control - The agency has established control standards and procedures to ensure thatassets are protected, properly used and that financial records and reports are accurate andreliable. All agency representatives share the responsibility for maintaining and complying withrequired internal controls.Financial Reporting - All financial reports, accounting records, research reports, expenseaccounts, time sheets, and other documents must accurately and clearly represent the relevantfacts or the true nature of a transaction. Improper or fraudulent accounting, documentation, orfinancial reporting is contrary to the policy of the agency and may be in violation of applicablelaws.Travel and EntertainmentTravel and entertainment expenses should be consistent with each representative’s jobresponsibility and the agency’s needs and resources. It is the agency’s policy that arepresentative should not suffer a financial loss or a financial gain as a result of business travel andentertainment. Agency representatives are expected to exercise reasonable judgment in the useof the agency’s assets and to spend the agency’s assets as carefully as they would spend theirown. Representatives must also comply with agency policies relating to travel and entertainmentexpenses.Personal Use of Agency AssetsNo agency representative shall convert assets of the agency to personal use. All agency propertyshall be used, and business shall be conducted in a manner designed to further the agency’sinterest rather than the personal interest of individual representatives. Agency representatives areprohibited from the unauthorized use or taking of the agency’s equipment, supplies, materials,or services. Prior to engaging in any activity during working hours which will result in remunerationto representatives or the use of the agency’s equipment, supplies, materials, or services forRev 1/1/2022- 13 -
personal or non-work-related purposes, representatives shall obtain the approval of theappropriate business unit or other management of the agency.Administration and Application of This Ethics StandardThe agency expects each person to whom this ethics standard applies to abide by the principlesand standards set forth herein and to conduct the business and affairs of the agency in a mannerconsistent with the general statement of principles set forth herein. As part of this responsibility,all agency representatives are expected to report any activity or practice that may violatethis ethics standard to their supervisor or the agency CEO. Failure to abide by this Ethics Standardor the guidelines for behavior which the Ethics Standard represents may lead to disciplinaryaction up to and including termination.Nothing in this Ethics Standard is intended to or shall be construed as providing any additionalemployment or contract rights to any employee.While the agency will generally attempt to communicate changes concurrent with or prior to theimplementation of such changes, the agency reserves the right to modify, amend or alter theEthics Standard without notice to any representative or employee of the agency.On the Job SolicitationTo avoid work disruptions and possible discord among employees, CareLink prohibits employeesfrom soliciting other employees or distributing literature during working hours. Prohibitedsolicitation includes but is not limited to asking for funds or donations; offering goods or servicesfor sale for a charitable or commercial purpose; buying or selling chances; buying or sellingmerchandise; circulating petitions; selling tickets or subscriptions; soliciting contributions ormemberships; and any solicitation that disturbs or interferes with CareLink’s business.a) Prohibited distribution includes any non-work related written or printed matter, especiallydistributions that interfere with CareLink’s business.b) Soliciting or distributing literature that is harassing, discriminatory, hateful, obscene,defamatory, or abusive is strictly prohibited at any time.c) Distribution or solicitation anywhere upon CareLink’s premises at any time (including theparking lots) by non-employees is strictly prohibited.d) This policy does not restrict employer-sponsored activities connected with supportingcharities.e) Employees who violate this policy may be subject to disciplinary action up to andincluding termination from employment.For the purpose of this policy, employees are defined as all exempt and non-exempt RegularFull-Time, Regular Part-Time, Minimum Part-Time, Temporary, Intermittent Hourly, EmploymentProgram Trainees, and Pool personnel. Working hours means all times an employee is at workother than scheduled meal periods.False Claims and Whistleblower ProtectionIt is the policy of CareLink to provide services in a manner that complies with applicable federaland state laws and that meets the Agency’s high standards of business and professional ethics.Specifically, it is the policy of CareLink to detect and eliminate waste, fraud and abuse relatedto payments to CareLink from federal or state programs providing payment for customer careand other services. Consequently, CareLink does not tolerate making or submitting false ormisleading billing claims or statements to any government agency, home care program orRev 1/1/2022- 14 -
payer source. To further this policy, and to comply with Section 6032 of the Deficit Reduction Actof 2005, what follows is a discussion of CareLink’ s False Claims and Whistleblower ProtectionEducation Policy. Please review the full policy at Human Resources Policy Number 124.Federal LawsThe Federal False Claims Act ("FCA") helps the federal government combat fraud
homes, CareLink motor vehicles and in space rented, leased, owned, or otherwise occupied by CareLink. Smoking or vaping will be allowed in designated smoking areas only. Contact your supervisor about the location of the designated smokingarea. Social Media . Social Media is a powerful tool for personal interaction and to provide Informative .
