I. THE PROGRAM
Q. What is Caregivers On Call?
A: Caregivers On Call is an organization that plans, coordinates and supervises in-home emergency back up care for the dependents of eligible employees who work for Caregivers On Call’s corporate clients. Caregivers On Call provides eligible employees with an option for short-term dependent care emergencies for well and mildly ill dependents. The care is provided in the employee’s home by trained caregivers who work with home care agencies.
Q: Who are the home care agencies that provide the services?
A: Caregivers On Call selects qualified home care agencies to provide service in the communities where its corporate clients’ employees reside. Caregivers On Call evaluates each agency to ensure it meets Caregivers On Call’s strict quality control standards.
Q: Are caregivers screened prior to assignment?
A: Yes. The following steps are taken:
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Moreover, each caregiver must have the following qualifications:
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Q: Am I guaranteed a caregiver?
A: No. The service is provided on a "best-effort" basis only. Caregivers On Call will do its best to find a suitable caregiver. However, this may not always be possible. When the appropriate caregiver is not available, Caregivers On Call will inform the employee that it is unable to fill the case.
Q: Can the caregiver dispense medication?
A: No. If your child is on medication, discuss this with the Caregivers On Call’s intake specialists at the time of the request. They are prepared to discuss alternatives that can be considered.
Q: Can the program provide care for children (dependents) with special needs?
A: Yes. The home care agencies provide training in the care of a dependent with special needs. Care is available to registered families with children who are emotionally, developmentally, and/or physically challenged up to the age of 18. Be sure to inform the Caregivers On Call intake specialist of any special needs your dependent may have. Each case will be assessed on an individual basis.
Q: My child attends school. One of my most difficult times is when school is scheduled for one half of one day and/or my regular caregiver is unavailable. Can the caregiver escort my child from school when the school day ends?
A: Yes. These situations are perfectly appropriate for the program, but you must have an opportunity to meet the caregiver with your child. This can be accomplished in several ways. If you live within convenient commuting distance from work, you can meet your child and the caregiver after school and then return to work. If approved by your company, you may meet the caregiver early in the morning before your child goes to school. If you choose the latter, the caregiver will not be available for any other clients. Therefore, you (and/or your company) will pay for the caregiver’s services for the entire day.
Q: If I use the service more than one time, may I request the same caregiver?
A: Yes. Caregivers On Call is committed to continuity of care. Therefore, unless you indicate otherwise, the agency will automatically try to assign the same caregiver for each subsequent use. It is important to remember, however, that this is not always possible.
Q: Do I have the right to refuse to leave my children (or dependent) with the assigned caregiver?
A: Yes, if for any reason you change your mind about leaving your dependent or are not comfortable with the caregiver assigned to care for your dependent, simply tell the caregiver you’ve changed your mind. Please inform Caregivers On Call of your decision, and if possible, share your reasons. A cancellation fee equivalent to four hours will be charged in all service areas. The caregiver also has the right to decline assignment. If you would like another caregiver assigned, Caregivers On Call will try to accommodate you. This may take up to four additional hours and can only be provided on a “best effort” basis.
II. WHO CAN USE THE PROGRAM
Q: Who is eligible to use the program services?
A: These services are currently available only to the eligible employees of participating companies. Employees must register first before calling Caregivers on Call to request care. See your company human resource benefit representative for a brochure and registration materials.
Q: My spouse is the primary caregiver. Are we eligible for the program if he/she becomes ill, incapacitated or otherwise unavailable?
A: This can vary from company to company. In most instances, you are eligible for the program if you would have to miss time from work to provide the care that he/she is not able to provide.
Q: Am I eligible to use the program with another adult in the home?
A: Yes. In fact some cases have had other adults present. In these situations, it is important that the roles of the adults be clearly defined. The caregiver is being assigned to care for your dependent. He/she will not be able to fulfill housekeeping responsibilities. Caregivers on Call must be notified that there will be another adult in the home.
Q: Is there a limit to the number of days or hours I can use Caregivers On Call?
A: This varies from company to company. Check with your company representative to determine your company’s policy.
III. WHAT IS AN EMERGENCY
Q: What constitutes a need for emergency child (dependent) care?
A: Instances of dependent care emergencies may arise because a child or elder is mildly ill and cannot participate in his/her regular activities, a caregiver is ill, regular child or elder care plans have fallen through or a work schedule changes unexpectedly. An “emergency” is defined as an employee’s unanticipated short-term need for dependent care so that he/she may fulfill a work assignment.
Q: What is considered mildly ill?
A: Caregivers On Call will help the employee determine if his/her dependent is too ill to be cared for by the program. Generally speaking, services are provided for the care of a dependent who is recuperating from a common illness. Caregivers On Call will not care for a dependent who has an incidence of fever in excess of 102° F during the preceding 24 hours, any acute illness with vomiting, diarrhea, seizures, strokes, breathing problems, bleeding problems, any person who may be comatose or unconscious, any person older than seven (7) years of age or weighing more than forty-five (45 lbs.) pounds requiring hands-on care, any person prone to verbal or physical abuse or any person having a severe emotional, psychiatric or behavioral problem. Caregivers On Call will not care for any dependent whose illness or symptoms are or appear to be contagious.
Q: I may need someone other than myself or my spouse to relieve the caregiver. Is this acceptable?
A: Yes. You may want to request that a caregiver leave your child at the end of the day with another adult who has agreed to take care of your child until you can get home. Please inform Caregivers On Call and the caregiver of this decision and provide them with the name of the person to whom your child can be released. The caregiver will ask the adult who arrives to pickup or care for your dependent for photo identification.
Caregivers On Call will not allow their caregivers to leave a child with a minor. If there are adults to whom your child(ren) may not be released, please be sure to state that clearly to Caregivers On Call and the caregiver as well.
IV. HOW DO I USE THE PROGRAM
Q: When can I call for care?
A: Caregivers On Call has 7 days a week, 24-hour telephone coverage. The agency’s own intake specialist will answer your call, Monday through Friday, 7:00 a.m. to 7:00 p.m. Eastern Time and weekends 8:00 a.m. to 3:00 p.m. Eastern Time. During all other hours, an agency-trained answering service will answer your call. Within 30 - 60 minutes of speaking with the answering service, the agency intake specialist will return your call.
Q: What will happen when I call the agency?
A: If you call Caregivers On Call during the regular working hours of 7:00 a.m. to 7:00 p.m. Eastern Time Monday through Friday, and 8:00 a.m. to 3:00 p.m. Eastern Time on weekends, you will speak with an agency intake specialist. The intake specialist will need your name, the reason care is required and the days and hours care is desired in order to place a suitable caregiver.
Q: Who will call me back to let me know if a caregiver will be coming to my home?
A: Caregivers On Call will call you back to tell you the name of your caregiver. If time allows, the caregiver will call to introduce himself/herself.
Q: How much time will pass before the caregiver arrives at my home?
A: If a call for service is placed on the morning service is desired, it can take up to 4 hours for the caregiver to arrive at the employee’s home. This time frame may vary depending upon the time the call for service is placed and availability of transportation.
Q: What will happen when the caregiver arrives at my home?
A: When the caregiver arrives at an employee’s home, the employee will need to spend 30 minutes with the caregiver discussing the day’s activities. This discussion provides the caregiver with important information about the dependent, including information about their abilities and/or development, his/her likes and dislikes, special vocabulary words/expressions the child uses, and desired and/or permissible activities for the day. In addition to providing important information for the caregiver, these 30 minutes allow the employee and their dependent to adjust to this new person.
Q: May I call in advance of the day of care?
A: Yes. Often you may not realize you have a need until first thing in the morning, but some care emergencies do allow for contingency planning. The more notice Caregivers on Call has, the more assured you are of receiving care. Even when an order is placed in advance you probably will not receive a caregiver’s name until a few days before service.
Q: Is care available around the clock and on weekends?
A: Yes. Caregivers On Call does have caregivers who are available for 24-hour coverage and on the weekends. These cases, however, are somewhat more difficult to fill. Therefore, the more notice you can provide the agency, the more assured you are of having a caregiver assigned.
Q: What will the caregiver do with my child during the day?
A: The caregiver will follow your child’s routine as closely as possible. Again, this is important for you to discuss with the caregiver. Outline those activities you are comfortable with and those you are not. Some parents limit television, some do not; some parents want their children to play out-of-doors at the park or playground, some are not comfortable with caregivers taking their children outside.
It is important to remember that the caregiver is available to provide care for your dependent. They are not required or expected to perform any household duties except as related to the care of your dependent
Caregivers are not permitted to take a child/dependent to a physician without the responsible legal guardian.
Q: May the caregiver use my car or his/her car to transport my dependent?
A: No. The caregiver is not permitted to drive your dependent in your car or hers/his. If the caregiver must escort your dependent(s) to their activities, you must provide carfare for either public transportation or a taxi.
Q: May my child have friends over to play while using the service?
A: No. While the goal of the program is to replicate the child's normal routine as closely as possible, children other than your own cannot be cared for by the caregiver. This service is provided as a benefit by your employer to assist you in securing care that would not otherwise be available, and thereby allowing you to come to work.
Q: What happens if I am delayed in coming home?
A: Delays are often inevitable. The caregiver will remain with your dependent until you arrive home. It is important to remember that caregivers have family responsibilities also. Therefore, if at all possible, please call the caregiver to alert her of any delays.
Q: What happens in the case of an emergency?
A: Caregivers are trained in first aid and emergency care. If an emergency occurs while a trained caregiver is in your home, they will call the agency and you and/or your emergency number. If your child must be taken to a hospital emergency room, the caregiver will call "911" and meet you there.
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Q: Do I pay the caregiver directly?
A: No. At the end of service, sign the caregiver’s time slip for the hours the caregiver is in your home. Never pay the caregiver directly.
Q: How does Caregivers On Call evaluate the program?
A: You will receive a phone call at the beginning of service. Caregivers On Call will speak to either the employee if they are still at home or the caregiver. Following the service you will receive a written evaluation form to fill out and return to Caregivers On Call, which will be shared with your employer.