Senior Companion
Program
Volunteer
Handbook
Phone: (928) 523-3560
Toll Free: (928)856-3017
Web Site: www.nau.edu/sbs/csi
Prepared for Northern Arizona Civic Service Institute
Updated October 2010
1
Table of Contents
Contact Information……………………………………………………….4
Welcome Letter from the Director…………………………………………….5
Why Be a Volunteer……………………..…………………………….….6
Senior Companion Program.…………………………….……………...7
Purpose ……………………………………………………………….7
Goals………………………………………………………………….7
History………………………………………………………………...8
Definition of Terms…………………………………………………10
Advisory Board……………………………………………………….11
Organization Chart…………...….………………………………………..12
Eligibility Requirements………………………………………………......13
Bill of Rights for Senior Companions……………...……………………14
Rights of Volunteers………………………………………………………15
Placement………………………………………………………….………16
Volunteer Station……………………………………………...……16
Program Staff……………………………………………………….16
Orientation………………………………………………………………....17
Senior Companion Activities…………………………………………….18
Activities……………………………………………………………..18
Appropriate Activities...…………………………………………….18
Inappropriate Activities……………………………..………………20
Senior Companion Do’s and Don’ts………………………………21
The Role of a SC in a Senior Facility……………………………..22
Things to Do While Visiting Your Older Adult……………………23
Safety……………………………………………………….............25
Infection Control…..………………………………………….25
Hand Washing Procedure…………………………………..26
Senior Companion Benefits……………………………………………27
Stipend………………….…………………..……………………..27
Meals………………………………………………………………27
Transportation……………………………………………………..28
Leave and Holiday Policies……………………………………………..29
Sick Leave…………………………………….………….….……..29
Senior Companion Vacation……………….…………….……….30
Leave without Pay………..………………….…………….………30
Funeral Leave……………………………………………...……….30
Jury Duty………………………………………………………….…31
Holidays……………………………………………………………..31
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Snow Policy…………………………………………………………32
Timesheets……………..………………………………………………….33
Senior Companion Insurance……………………………………………34
Excess Accidental Medical Coverage……………………………34
Accidental Death and Dismemberment Coverage……………..34
Personal Liability Insurance……………………………………….35
Excess Automobile Insurance………………………..…………..35
Legal Representation………………………………………………35
Senior Companion Program Policies……………………...……………36
Confidentiality……………………………………………………....36
Statement of Confidentiality……………………………………….36
In Service Training…………………………………………………37
Use of Drugs and/or Alcohol………………………………………37
Smoking………………….………………………………….………38
Volunteer Withdrawal………………………………………………38
Disciplinary Action………………………………………………….39
Disciplinary Procedures……………………………………39
Immediate Separation……………………………………..40
Reassignment………………………………………………………41
Volunteer Grievance/Appeal Procedure…………………………42
First Step…………….……………………………………….42
Second Step………………………………………………….42
Final Step………..……………………………………………42
Permanent Separation……………………………………………43
Special Regulations……………………………………………….45
Non-Discrimination…………………………………………45
Religious Activities………………………………………….45
Political Activities……………………………………………45
Performance Review……………………………………………….46
Annual Evaluation……………………………………………46
Income Review………………………………………………46
Physicals……………………………………………………..46
Dress Code………..…………………………………………46
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Contact Information
Toll Free: (866) 856-3017
Coconino County: (928) 523-1082
Hopi Reservation: (928) 523-1082
Mohave County: (928) 715-2200
Navajo/Apache Counties: (928) 242-5895
West Maricopa County: (623) 748-8064
East Yavapai County: (928) 202-8261
West Yavapai County: (928) 713-4114
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Dear Volunteer,
Welcome to the Senior Companion Program! We are very
happy to have you join us in providing such a needed and
rewarding service!
The Senior Companion Program has been active in Northern
Arizona since 1986 and has an excellent reputation in the
communities it serves. With the addition of each new
volunteer, additional lives are being enriched by a Senior
Companion’s visit.
This handbook is designed to familiarize you with the
program and to act as a reference source in the future.
Please feel free to call us at any time for further information
at our local number (928) 523-3560, or our toll-free number
(866) 856-3017.
We really hope that you enjoy your service as a Senior
Companion!
Carole D. Mandino
Program Director
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Why Be A Volunteer
It’s not for the money; it’s not for the fame
It’s not for any personal gain
It’s just for love of fellowman
It’s just to lend a helping hand
It’s just to give the tithe of self
That’s something you can’t buy with wealth
It’s not medals won with pride
It’s for that feeling deep inside
It’s that reward down in your heart
It’s that feeling that you’ve been a part
Of helping others far and near
That makes you a volunteer!
-- Author Unknown
6
The Senior Companion Program
Purpose
The Senior Companion Program (SCP) provides grants to qualified
agencies and organizations for the dual purpose of: engaging
persons 55 and older, particularly those with limited incomes, in
volunteer service to meet critical community needs; and to provide a
high quality experience that will enrich the lives of the volunteers.
Program funds are used to support Senior Companions in providing
supportive, individualized services to help adults with special needs
maintain their dignity and independence.
Goals
The goals of the Senior Companion Program are to:
1. enable persons aged 55 and older, who meet income guidelines to
remain physically and mentally active and to enhance their selfesteem through continued participation in
needed community services.
2. provide supportive services to
adults with physical,
emotional, or mental health
limitations, especially older
persons, in an effort to achieve
and maintain their highest level of
independent living.
3. provide a stipend and other benefits, which
enable eligible persons to participate as Senior
Companions without cost to themselves.
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History
Congressional interest in establishing a program targeted to service
by and for older persons began in 1968, as an outgrowth of the First
National Conference on Aging in 1950. Efforts to establish a
legislative base for the Senior Companion Program failed in 1968
when amendments to the Older Americans Act were not enacted.
Consequently, the Department of Health, Education and Welfare, and
the Administration on Aging funded two Senior Companion
demonstration projects called “Senior Friends” in Tampa, Florida, and
Cincinnati, Ohio, during 1968-1971.
At the 1971 White House Conference on Aging, states and national
organizations frequently voiced recommendations that the concept of
the Foster Grandparent Program be broadened to include services by
older persons to older persons. On December 2, 1971, in his
message to the White House Conference on Aging, President Nixon
announced that he would ask the Congress to authorize an
expansion of person-to-person volunteer service to enable older
persons to “work with older persons who might need their help,” and
in 1972, legislation was introduced (H.R. 15657) (S. 3450) to create
the Senior Companion Program. The Senior Companion Program
was authorized under Title II, Section 211(b) of the Domestic
Volunteer Services Act of 1973 (Public Law 93-113).
Eighteen model Senior Companion projects were funded by August
1, 1974. On a national scale, these projects represented a variety of
volunteer assignment in rural, urban, and suburban communities. By
February 1975, there were over 1,000 Senior Companions serving
projects, which ranged in size from 40 to 120 volunteers. Over 60
percent of the Senior Companions were assigned in private homes.
In September 1975, Booz, Allen and Hamilton, Inc. completed a twophased evaluation of the program. The contractor assessed each
project in terms of its operational procedures and progress in meeting
project objectives. In response to several study recommendations,
ACTION increased SCP services to homebound, chronically impaired
older persons. Greater attention was given to the selection of
volunteer stations able to develop client selection criteria, provide
volunteer supervision, and coordinate meals and transportation
arrangements.
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A second major expansion took place in Fiscal Years 1976 and 1977
with the funding of 28 additional projects and the expansion of
existing projects. Opportunities for 3,000 Senior Companions
assisting 9,500 clients in 39 states were developed. The in-home
assignment ratio increased to 65 percent.
During Fiscal Year 1978, five new demonstration projects were
initiated primarily to test the feasibility of integrating Senior
Companions into a health and social plan of care for older clients.
On August 13, 1981, P.L. 97-35 established a separate Part C of the
Title II entitled “Senior Companion Program.” The program is now
authorized by Section 214 of P.L. 93-113, as amended. In the 1984
amendments to the Act, the Senior Companion Program was
authorized to make grants to Senior Companion projects to assist the
homebound elderly to remain in their homes.
Major program expansions that focused exclusively on in-home
Senior Companion services occurred in the 1980s. For Fiscal Years
1980 to 1987, 42 new projects were funded. Approximately 81
percent of the placements were in-home assignments. In fiscal year
1980, there were also 420 Senior Companion Volunteers serving in
nine non-ACTION-funded projects. Further expansion occurred in
Fiscal Year 1988 with the addition of 44 ACTION-funded projects
resulting in a total of 7,442 Senior Companions serving in 144
projects. In addition, 1,243 Senior Companions were assigned to 29
non-Corporation funded projects.
In 1993, the Corporation for National Service came into being when
President Clinton signed the National and Community Service Trust
Act of 1993. Congress stated its expectations for the Corporation
through a statement of purpose (42 U.S.C. 12501) that, in part,
included using national and volunteer service by Americans of all
ages to:
1. Meet the unmet human, educational and public safety needs of
the United States without displacing existing vendors;
2. Renew the ethic of civic responsibility and the spirit of community
throughout the United States;
3. Expand and strengthen existing service programs with
demonstrated experience in providing structured service
opportunities with visible benefits to the participants and the
community; and
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4. Provide tangible benefits to the communities in which national
service is performed.
The operations of three entities came together to form the
Corporation for National Service – ACTION (the federal domestic
volunteer agency), the Commission of National and Community
Service, and the Office of National Service. The Senior Companion
Program became one of three existing volunteer programs for older
adults to be administered by the Corporation under the banner of the
“National Senior Service Corps.”
By 1999, Senior Companion Projects nationwide numbered 207, with
more than 14,500 volunteers. Senior Companions continue to make
a difference in the lives of nearly 61,000 adult clients annually, while
enriching their own lives through service.
Definition of Terms
Aging: The process of becoming older. This process may include
changes in physical, emotional and mental abilities.
CNCS: Corporation of National and Community Service.
Disability: A physical or mental condition creating the need for
assistance in completing daily activities.
Exceptional Needs: One or more physical, emotional or mental
health limitations.
Probationary Term: Six months from start of service – or 6 months
from probationary action.
SC: Abbreviation for Senior Companion
Senior Companion: Provides supportive companionship services in
an effort to maintain the independence of adults are homebound
and/or dependent on a caregiver for support.
Volunteer: A person who voluntarily offers himself or herself for a
service or undertaking
Volunteer Station: A public agency, private, non-profit organization
that accepts the responsibility of assigning and supervising Senior
Companions.
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Advisory Board
The Senior Companion Program Advisory Board was established in
1985. The Advisory Board is a group of persons formally organized
to provide assistance and advice to the program. The members
include community and business leaders, representatives from
volunteer stations, public and private agencies, persons specializing
in health and human services, Senior Companions, and staff from the
NAU Civic Service Institute.
The board has 16 voting members. It meets quarterly and assists the
program in the areas of support, development, planning, policy,
evaluation, and funding.
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Organization Chart
Corporation for National and Community Service
Federal Volunteer Agency
NAU Senior Companion Program
Local Sponsor
Advisory Board
Project Staff
Senior Companion Program
Volunteer Station
Senior Companion Volunteers
Clients
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Eligibility Requirements
To qualify as a Senior Companion, a person must:

Be 55 years of age or older

Meet the income guidelines established by CNCS

Successfully complete an interview with an SCP staff member.

Supply references

Pass a physical examination prior to assignment and annually
thereafter while in the program

Be available and willing to provide 15-20 hours of service a
week.

Have a sincere desire to serve adults with special needs

Be willing to accept supervision

Complete the pre-service 40 hours of orientation and attend the
monthly in-service meetings

Not be negatively affected, physically or mentally, by any
prescribed medication or drug/alcohol abuse.
Eligibility to be a Senior Companion and/or client may not be restricted on the
basis of formal education, experience, race, religion, color, national origin,
gender, age, disability, sexual orientation or political affiliation.
13
Bill of Rights for Senior Companions
1. You have the right to pat yourself on the back when you do well,
especially IF your clients don’t.
2. You have the right NOT to be perfect. Give yourself a break.
Remember you are not a saint and guilt is not a part of your job
description.
3. You have a right to say NO to something that is not required by
the Senior Companion Program.
4. You have a right to let yourself have a ten minute break to relax
and set realistic limits for yourself.
5. You have a right to not take volunteer-related problems home with
you.
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Rights of Volunteers
1. The right to be treated as a co-worker
…not as “just free help”
…not as a “prima dona”
2. The right to a suitable assignment
…with consideration for personal preference, temperament,
life experience, education, and employment background
3. The right to know as much about the organization as possible
…its policies
…its people
…its programs
4. The right to training for the job
…thoroughly planned and effectively presented
5. The right to continuing education
…as a follow-up to the initial training
…information about new developments
…training for greater responsibility
6. The right to sound guidance and direction
…by someone who is experienced, well-informed, patient,
and thoughtful
7. The right to a place to work
…an orderly, designated place
…conducive to work
…and worthy of the job to be done
8. The right to promotion and a variety of experiences
…through advancement to assignments of more
responsibility
…through transfer from one activity to another
…through special project assignments
9. The right to be heard
…to have a part in planning
…to feel free to make suggestions
…to have respect shown for an honest opinion
10. The right to recognition
…in the form of promotion
…and awards (some tangible evidence)
…through day-to-day expressions of appreciation
…and by being treated as a bone fide co-worker
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Placement
At the successful completion of orientation, a Senior Companion will
be matched with an individual client. Every attempt will be made to
see that the placement is meaningful and rewarding to the Senior
Companion and the client.
The Volunteer Station

Selects the adults to be served

Prepares a care plan to be used by the Senior Companion as a
guide in serving his/her client

Discusses the placement with the Senior Companion to decide
if the placement is appropriate and acceptable to the Program
Volunteer Coordinator.
Once an agreement is made, the Senior Companion begins meeting
with the client at a date and time established by the volunteer station.
The Senior Companion and client will then meet on an ongoing basis
at the established place and time.
Program Staff

Introduces the Senior Companion to the client on the initial visit
to discuss the care plan

Makes annual visits with client and Senior Companion to
review placement and care plan
If the offered placement is unacceptable, the Senior Companion will
be advised of other openings (if available) and the same procedures
will be followed. If a Senior Companion does not accept the
placement offered after completion of orientation, he/she will be
placed on a waiting list until appropriate placement is available.
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Orientation
The orientation is conducted over a two-week period. Prospective
Senior Companions must attend and complete a total of 40 hours of
both classroom and on-the-job training before being placed as a
Senior Companion at a volunteer station. The orientation provides
prospective Senior Companions with information relative to their
future assignments and their personal welfare including:

Information on community services available to older adults

An introduction to the volunteer stations

Information on the aging process

Suggestions for working with seniors

A review of the activities provided by the Senior Companions
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Senior Companion Activities
Activities
Adults assigned to Companion’s are over 21 years of age with
varying needs. The primary role of the Senior Companion Volunteer
is that of companionship. A Senior Companion may do a variety of
activities but the primary service is that of providing person-to-person
support.
Senior Companions:


Foster independence by encouraging clients to do things for
themselves.
Establish a trusting relationship through giving and receiving
friendship.
Appropriate Activities:
Personal Care

Encourage and assist with dressing, grooming, and mobilization

Remind them of times to take medicine. Do not give medicine.
The client must make his/her own decision to take medication.
Report any suspected irregularities to the volunteer station

Accompany to medical appointments

Provide support and assistance dealing with grief

Encourage exercise. For example, taking walks with clients

Assist in reality orientation/awareness
Nutrition

Assist in meal planning and light meal preparation

Share a meal, i.e. accompany the client to a nutrition site

Encourage client to eat a regular, well-balanced diet with
adequate fluids

Review and support the following of special diets, report
irregularities or observations to volunteer stations

Accompany client grocery shopping

Assist in organizing food supplies and planning use of leftovers
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Social Recreation

Provide companionship, listening, cheering up, playing cards or
games, assist with crafts

Active listening

Accompany to social or recreational events

Write letters, read
Home Management

Assist with shopping or errands

Assist with money management correspondence and forms

Assist with light housekeeping (make beds, dishes, dust,
sweep, take out trash)

Assist with non-strenuous home repair

Assist with light gardening
Information and Advocacy

Assure client has phone numbers of workable means of
obtaining emergency help

Help clients receive a needed service (food stamps, visiting
nurse, supplemental security income, Medicaid, Medicare, etc.)

Bring unmet needs to the attention of community leaders,
volunteer station staff, and other care providers
Respite Care

Assisting homebound elder clients who are served by
caregivers in need of respite care.
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Inappropriate Activities
The Senior Companion should not do the following:














Activities usually performed by doctors or nurses (i.e. give
medication, give insulin, clip nails, change dressing).
Proselytize (regarding religion, politics, etc.)
Perform custodial services normally provided by paid staff
Advance funds to client or deposit cash in bank, accept a
money gift or payment from a client
Major household repair, mowing the lawn, heavy gardening,
shoveling snow.
Extensive, heavy housework – washing windows, scrubbing
floors, laundry, ironing, vacuuming, clean bathroom, defrost
refrigerator, clean stove, etc.
Lift clients or heavy object, move large pieces of furniture
Do extensive shopping
Prepare food for persons other than the client, prepare for or
clean up after company
Care for or train pets
Supervision of other Senior Companions
Any service for which the volunteer station is receiving
compensation from any source
Group recreational or social activities
Sign legal papers or receive process on behalf of the client
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Senior Companion Program’s Dos and Don’ts
DO's:
1. Call 911 in case of an emergency.
2. Respect the confidential nature of your assignment and client(s)
3. Report any concerns or problems with your client(s) to your
supervisor.
4. Notify your client(s) and supervisor when you are unable to go to
work due to illness, car problems, etc.
5. Report changes in schedules (days and times) to your supervisor
6. Let the client know if you are uncomfortable performing a task or
errand they request.
7. Go shopping and run errands for client(s) if/when they are unable
to go shopping.
8. Pick up client’s prescriptions, when appropriate.
9. You may be required to deposit a check in their bank account if
the client is unable to do it. You must get a receipt from the bank
indicating the deposit.
DON’Ts:
1.
2.
3.
4.
5.
Do not borrow money from or lend money to any client.
Do not solicit tips or gifts from your clients.
Do not try and pick up the client if they have fallen. Call for help.
Do not drive your client’s car.
Do not eat client’s food unless invited to share a meal by the
client.
6. Comply with the confidentiality code. Do not discuss anything
about your clients with friends, family, fellow companions, other
clients, etc.
7. Do not purchase alcohol for any clients.
8. Do not take a client into your home to live with you.
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The Role of a Senior Companion in a Senior Day Care
Center Nursing Home Facility
Activities allowed:
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Reality orientation
Visiting with client
Assisting assigned client with individual activity
Assisting and encouraging client with limited mobility to function at
their optimum level
Helping maintain outside contact with family and/or friends
Maintain confidentiality of client and center information
Play cards and games
Help with grooming
Serve refreshments to the client
Read to client
Activities not allowed:
1. Clerical tasks
2. Group activities (except to transport one client to the group and
remain with that client to help the client participate in the activity).
3. Food preparation
4. Setting up and/or cleaning up group activities
5. Religious instruction, religious services or any form of proselytizing
(preaching).
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Things To Do While Visiting Your Older Adult
1. Talk about what you both have been up to since your last visit
together
2. Bring photos of family and friends – from days gone by or some
recent snapshots
3. Create a photo album, framed photograph collection or poster to
hang up
4. Make a special scrapbook celebrating your older adult’s lifetime
5. Write or tape your older adult’s memoirs or autobiography
6. Share your own favorite stories and memories
7. Bring vacation photos, souvenirs, postcards, maps, and stories of
your travels
8. Read aloud from newspapers and magazines to help your older
adult stay in touch
9. Look at magazines that have a lot of large colorful pictures
together
10. Subscribe to your older adult’s hometown newspaper and bring it
alone
11. Read letters from family and friends
12. Help your older adult write or tape letters or send greeting cards
out to people
13. Find a pen pal and help your older adult correspond with this new
friend
14. Create a poster or mobile from pictures cut from magazines
15. Bring items related to the season or upcoming holiday to enjoy
and talk about
16. Have an indoor picnic with your older adult’s favorite picnic foods
17. Enjoy a cup of favorite beverage that you’ve brought along in your
thermos
18. Bring the musical instrument you play and give your older adult a
private concert
19. Teach your older adult to play an instrument, or learn together
20. Sing…hum…whistle…together
21. Play “name that tune” with records, tapes, or music on the radio
22. Listen to music together
23. Play charades
24. Wind yarn together for a knitting project one of you is working on
25. Play cards
26. Do exercises together to keep in shape
27. Read a chapter of a novel or several poems each time you visit
28. Write poetry or a short story together
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29. Look at and listen to an old-fashioned music box
30. Make a “joy box” by filling a decorated shoe box with fun and
favorite items
31. Watch the seasons change out the window together
32. Make a potpourri together and hang it up to keep the room
smelling sweet
33. Tell jokes to one another, bring along a joke book
34. Bring along an old friend of your older adult for a special reunion
35. Take a photo of your older adult to send to family and friends
36. Take a walk together outside or sit on the porch or patio
37. Make scarves, mittens, toys or the like to give to a children’s
hospital
38. Celebrate the holidays together with special parties for two
39. Keep track of favorite sports teams
40. Learn a new work each time you visit together
41. Challenge your older adult in a two person spelling bee
42. Play along with the television game shows
43. Dance or tap your toes to your older adult’s favorite dance music
44. Bring along a travel book or brochures to dream about your
fantasy vacation
45. Use some small rhythm instruments to make your own music
46. Read the Farmer’s Almanac and keep track of which predictions
come true this year
47. Play tic-tac-toe or hangman
48. Ask your older adult to share changing memories of the
community over the years
49. Make a list of all your older adult’s favorites – foods, movie stars,
songs, teachers
50. Clip coupons
51. Bake cookies or some other dessert
52. Reminisce about the first day of school
53. Identify states and capitols
54. Make a family tree poster
55. Give a manicure
56. Put a simple puzzle together
57. Decorate place mats
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Safety
The primary role of the Senior Companion Volunteer is that of
providing companionship. It is not the intent of the program nor is it
the role of the companion to be assigned activities that would place
the companion in an unsafe, hazardous work environment, which
would specifically put the companion at risk due to exposure or direct
contact with infectious/hazardous wastes.
To assist in preparing each Senior Companion for the unexpected,
the program encourages that each volunteer work carefully and
report unsafe, hazardous conditions immediately to their supervisor.
Senior Companions are not expected to be responsible for the
cleaning or disposal of a client’s belongings.
Infection Control – Protect Yourself
For your safety, treat all blood and body fluids from all equipment as
potentially infectious. We know that individuals (clients) who have no
signs or symptoms may be carrying infectious bacteria and viruses.
You can reduce the transmission of disease by being careful and
using good hand washing. Use the hand washing procedures below.
25
Hand Washing Procedures
To be followed consistently. The frequency and quality of hand
washing is probably our greatest deterrent to disease.
1.
2.
3.
4.
Wash before and after handling food.
Wash when returning to a room setting from outside activities.
Wash several times daily – just as good basic hygiene.
After you use the bathroom, blow your nose and after grooming
and eating.
Hand washing procedure:
1.
2.
3.
4.
5.
Wet hands thoroughly with warm water.
Use enough soap from dispenser to create lather.
Use vigorous rubbing movements for at least 30 seconds.
Clean under fingernails if needed and at least once a shift.
Wash all areas of hands: palms, backs of hands, between fingers,
and wrists.
6. Rinse hands thoroughly.
7. Dry hands thoroughly with clean paper towel.
8. Turn off faucets with paper towel.
In the event a situation should arise that would endanger yourself or
the client, the following procedure should be followed:
1. Leave the premises IMMEDIATELY!!
2. If you feel your client is in danger, call the 911 emergency number
and notify the police of the situation.
3. Call your station supervisor and tell him/her what is happening.
26
Senior Companion Benefits
I. Stipend
enior Companions receive a standard non-taxable
stipend of $2.65 an hour and may volunteer between
15-20 hours each week. Attendance at official events
such as orientation, in-service training, advisory board
meetings, and recognition events is included as service time.
The Senior Companion stipend and travel or meal reimbursement
shall not be subject to any tax or charge, or be treated as wages or
compensation for the purpose of unemployment, temporary disability,
retirement, public assistance or similar benefit payments or minimum
wage laws. These payments shall not reduce or eliminate the level
of eligibility for assistance or services any Senior Companion may be
receiving under any federal, state, or local government program
(Public Law 93-1130).
The Social Security Administration has instructed that the stipends
be excluded as income in determining the amount a volunteer will
receive in hi/her Social Security check. The stipend cannot be used
in calculating a Senior Companion’s eligibility for supplemental
security income (SSI), food stamps, low-income housing, or any
other federal programs that base eligibility on income.
II. Meals
Senior Companions may be provided with one nutritious
meal per day by their volunteer station when possible.
Senior Companions who carry a sack lunch, and
have lunch time duties as part of their volunteer
service hours will be reimbursed a standard amount
of $2.50 per sack lunch.
27
III. Transportation
Senior Companions shall receive
reimbursement for transportation to and from
volunteer assignments and official program
activities such as, orientation, in-service training,
advisory board meetings, and recognition
events. Senior Companions are encouraged to use the least
expensive means of transportation available in traveling between
their homes and volunteer stations or private homes.
1. Bus rides and other alternative transportation: Senior
Companions who ride the bus or use other special transportation
programs will be reimbursed the actual bus fare paid.
2. Use of a personal vehicle: Reimbursement to Senior Companions
who drive their own cars is based on the rate set by NAU- Civic
Service Institute Senior Companion Program. The rate is
$0.445/mile. Companions who pick up other Companions will be
paid for the extra distance they travel if authorized by the project
director. SCP volunteers will also be reimbursed for client miles:
miles driven to transport clients. Total mileage cannot exceed 350
miles per month.
All Companions who drive must comply with Arizona state laws
and must possess and provide current copies of a valid driver’s
license and current automobile insurance. Companions found in
violation will be placed on probation immediately.
3. SCP Volunteers may not accept money from clients or their
families for transportation.
4. Passengers: Senior Companions who ride with another
Companion will not be reimbursed for any transportation costs
since the driver is reimbursed. For insurance reasons, volunteers
must not pay one another for transportation expenses.
5. Bus riders/Drivers: Senior Companions who use two modes of
transportation will be reimbursed two ways. When Senior
Companions ride the bus they will be reimbursed actual bus fare
for the days they ride the bus. When Companions drive they will
be reimbursed at the current rate. Companions must note on their
time sheet the dates and types of transportation used in order to
be reimbursed correctly.
6. Parking Costs: Should be recorded at the actual rate for
reimbursement.
28
Leave and Holiday Policies
Sick Leave
Senior Companions accrue sick leave at a rate
of .0463 per hour worked (this is equivalent
to 12 sick days per year). Sick leave is earned
starting with orientation & training and for all
served hours thereafter.
Sick leave may be used when the
companion is unable to work due to a
personal illness or because of a medical
or dental appointment. The client,
SCP staff, and volunteer station
must be notified when the
companion is ill.
A Senior Companion may use accumulated sick leave time if a
member of his/her family is ill. The immediate family includes:
Husband/Wife
Mother
Father
Sister
Brother
Son
Daughter
Father-in-law
Mother-in-law
Sister-in-law
Brother-in-law
Son-in-law
Daughter-in-law
Grandson
Granddaughter
If a Senior Companion has used sick leave for personal illness for 3
consecutive days or more, he/she will be asked to submit a signed
doctor’s statement to the SCP office. When accrued sick leave is
exhausted, eligible vacation time will be used.
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SCP Vacation
Senior Companion becomes eligible for vacation
leave after 6 months of service. Vacation leave is
accrued at a rate of .0919 per hour worked (this
is equivalent to 24 vacation days a year).
Vacation leave shall be earned during orientation
and after a volunteer begins assignments.
Vacation days are based on a 20 hour week.
Senior Companions are encouraged to take a vacation each year.
Vacations of one or more weeks must be requested in writing at least
one week in advance for approval. Companions should not accrue
more than 40 hours (2 weeks) of vacation. It this occurs, the Senior
Companion will be requested to receive approval from the SCP office
to use accumulated vacation leave before the end of the year.
Leave Without Pay
Senior Companions will be required to use all of their appropriate
accumulated stipend leave (sick and vacation leave) before taking
leave without pay (LWOP). Companions wishing to take LWOP will
be required to receive approval from the SCP staff for the leave
request and notify the volunteer station. No vacation or sick leave
may be accumulated during LWOP. LWOP can only be taken for a
total of 16 weeks.
Funeral Leave
Up to three (3) days leave
with stipend is allowed for
immediate family members
(see list under sick leave),
or a close friend, for in state.
Up to five (5) days leave for
out of state. Approval must
be given by the SCP office.
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Jury Duty
Senior Companions called for jury duty
will receive their stipend minus what
they are paid by the court until they are
released from jury duty.
Holidays
The following 13 holidays are observed by the Senior Companion
Program. Some of your stations may observe different days that
may be subbed for the days below, however, you cannot go over 13
holidays a year.
New Year’s Day
Martin Luther King Day
President’s Day
Spring Holiday (may be used for Good Friday, Passover)
Memorial Day
Independence Day
Labor Day
Fall Holiday (may be used for Columbus Day)
Veteran’s Day
Thanksgiving
Friday after Thanksgiving
Christmas
Christmas Eve or the day after Christmas
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Snow Policy
1. Listen to the radio before going
out to your client(s).
2. If your local school district
announces a “Snow Day” or that it
is closed for the day, do not go to
your client(s). You will be paid for
your regular scheduled hours for
that day. On your time sheet,
write “Snow Day”. No mileage or
meal allowance is claimed on a
Snow Day.
3. If your local school district announces a Snow Day Schedule, or
that schools open one or two hour late, you may go to your
client’s one to two hours hour later or leave one to two hours
earlier and still claim 4 hours of volunteer time on your time sheet.
32
Time Sheets
Timesheets and business postage prepaid envelopes are sent to
volunteers at the beginning of each month. The timesheets are from
the first day of the month to the last day of the month.
Timesheets are completed with the following information:
1.
2.
3.
4.
Volunteer name and station at the top of the timesheet
The date is provided
“D” = the number of hours volunteered
“T” = the number of hours for training, in-service, meeting,
workshops, conferences, etc.
5.
“H” = the number of hours claimed for holiday leave.
6.
“VL” = the number of hours claimed for vacation leave.
7.
“SL” = the number of hours claimed for sick leave.
8. “Clients” – SCP Volunteers write the name of the client visited.
“Activities” –FGP Volunteers write one worked describing the
activity ie. “tutoring”, “reading”, “art”, etc.
9.
Number of miles driven round trip from home to client and
transporting clients, not to exceed 350 miles. If using the bus or
other special transportation services, please write the total
amount paid round trip, ie. $4.00.
10. If brown bagging or purchasing a meal, write “1”
11. If the volunteer site donates a meal indicate the number of
meals donated to you that day.
At the end of the month, the station supervisor and volunteer must
sign the timesheet and mail it to your volunteer coordinator as soon
as possible.
Paychecks for timesheets received are mailed out by the 15th of the
month. The checks are generated by NAU accounting and therefore
have the NAU insignia on the check.
33
Senior Companion Insurance
Senior Companions are eligible for three kinds of insurance:
accident, personal liability, and excess automobile liability. These
are not substitutes for personal insurance and only apply while
volunteers are engaged in program activities or traveling to program
activities. This insurance coverage is considered secondary. Any
insurance you have, such as Medicare, any other health insurance,
auto insurance, etc. is billed first.
Excess Accident Medical Coverage
This will pay up to $25,000 for medical treatment, hospitalization and
nursing care required as a result of an injury that occurred while the
Senior Companion was working. The maximum benefit of this
coverage is $25,000. It does not duplicate benefits payable under
Medicare or any other collectable insurance coverage.The coverage
is for any personal injury that occurs while the volunteer is traveling
directly to and from the volunteer station and while participating in
volunteer activities. It also covers the volunteer while attending
orientation, in-service training, advisory board meetings and
recognition activities. Medical expenses must be incurred within 60
days of the incident. Expenses are covered for a one-year period
following the incident.
Other than dental X-rays, dental care is covered up to $500 per
tooth, per accident. The maximum benefit per accident is $900. This
insurance also covers up to $50 for repair of eyeglass frames and
$50 for lenses.
Also included under this policy is:
Accidental Death and Dismemberment Coverage
This coverage pays for death or loss of limb or sight occurring within
one year after a covered accident. The benefits are as follows: Loss
of life (paid to beneficiary) $2,500; loss of both hands, feet or eyes
$2,500; loss of either hand, foot or eye $1,250.
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Personal Liability Insurance
All Senior Companions are (collectively) provided with liability
insurance with a limit of $1,000,000 per occurrence per organization.
This provides protection for a personal injury or property damage
liability claim that arises from the performance of the Senior
Companion.
Exclusions to this policy include: injuries that arise from the use of a
car, aircraft or watercraft; errors or omissions in connection with the
Senior Companions services; personal injury resulting from assault
and battery committed by the volunteer; property damage to property
in care or control of the volunteer; and injury or damage by any
person who is part of a court-ordered program.
Excess Automobile Insurance
This insurance protects the volunteer for personal injury and property
damage that arises out of their volunteer activities, including driving
between their home and volunteer station. The maximum benefit of
this policy is $500,000/accident.
Legal Representation
Senior Companions may receive legal counsel, court costs and bail
for a suit held against them when it is the result of the volunteer
activities.
If you have an accident that results in personal injury, contact the
Senior Companion Program Director at (928) 523-6584.
In the event of a liability claim, immediately call the Program Director
at (928) 523-6584.
35
Senior Companion Program Policies
Confidentiality
Confidentiality is a very serious matter to the Senior Companion
Program and an important responsibility. Senior Companions will
know and have access to information concerning agency clientele
and other matters that must be held in strictest confidence.
Senior Companions are responsible for holding this trust. We
believe everyone has the right to his or her own privacy.
Companions are urged to discuss clients only with appropriate staff
and at the appropriate time and place. This is a moral and legal
obligation.
Any breech of confidentiality may result in disciplinary action or
termination.
Statement of Confidentiality
I fully understand that it is my responsibility to keep confidential any
personal, family, medical, or financial information concerning any
client with whom I am in contact.
I will not discuss anything concerning my client with anyone other
than my supervisors. I will not divulge any information that may
identify the client or his/her family that may cause embarrassment to
him/her or to his/her family.
If necessary to speak of a client, I will use the first name only. I will
not give out a client’s name, address or phone number.
I understand that I can be held liable for willfully and knowingly
releasing confidential records or information about a client.
Signed_______________________________
Date__________
36
In Service Training
All volunteers must attend the monthly in service meetings. The
meetings are 4 hours long, once a month and must be recorded on
your timesheet under “T” for training. Round trip mileage for the
meeting may be included in the mileage section of the timesheet.
All volunteers are required to attend the trainings. If a volunteer is
unable to attend, the volunteer is responsible to attend a community
training during that month. This could be training at the local
Community Center, Area Agency on Aging, Caregiver Coalition or
anything that would help the volunteer learn what is available for
seniors in the community or to provide information/referral for
resources.
If a volunteer misses an In Service Training and will be attending a
local training, the volunteer coordinator must approve that training.
Missing three (3) trainings that have not been made up, results in a
volunteer being placed on probation. During a 6 month probation
time, if a volunteer misses one In Service Training, the volunteer may
be separated from the program.
Use of drugs and/or alcohol
Any Senior Companion serving in their official capacity
as a volunteer who is found to be using controlled
substances or alcohol improperly shall be immediately
dismissed from the program.
At no time shall a Senior Companion purchase or procure alcohol or
illegal drugs for a client. Reports of such activity shall be
investigated and the Senior Companion found in violation of this
policy shall be subject to immediate dismissal. However, if a senior
companion is with a client at a store and the client would like to
purchase alcohol legally for their personal consumption, they are
allowed to do so.
Senior Companions who note or suspect an excessive use of alcohol
or drugs by the assigned client should address these concerns with
the volunteer station supervisor or the Senior Companion Program
Coordinator.
37
Smoking
While Senior Companions are with clients, a no
smoking policy is required in the client’s home. However, if
the client smokes in their own home and gives the volunteer
permission to do so, then smoking with the client is allowed.
If this is not the case, companions may take two 10 minute
breaks or one 15 minute break during their working schedule.
However, if the client is on oxygen, smoking is not allowed in the
home, even if the client gives permission to the volunteer. IT IS
VERY DANGEROUS TO SMOKE AROUND OXYGEN as oxygen
causes items to burn hotter and faster and oxygen can ignite easily.
SMOKING AROUND OXYGEN IS A SEVERE FIRE HAZARD.
Voluntary Withdrawal
On occasion Senior Companions choose to leave the program. It is
requested that a companion submit a written statement of resignation
stating the date he/she will leave the program and the reason. It is
suggested that companions give a two-week notice to their volunteer
station and to the SCP office.
38
Disciplinary Action
It is the intent of the Senior Companion Program to provide a positive
and meaningful experience for each volunteer. Unfortunately,
occasions do occur where disciplinary action must be taken to insure
the maintenance of a quality program.
Disciplinary Procedures
The volunteer station supervisor is required upon a first offense to
give a written warning to the companion with a written memorandum
in the Companion’s file and a copy given to the Senior Companion
and the SCP staff. At this time, notice of disciplinary consequences
should be given to the companion in the event that he/she continues
behaving in this manner. The following are examples of actions that
may result in disciplinary action:

Violation of confidentiality

Failure to complete monthly in service training requirement.

Repeat cancellation on a client, cancellation without cause, or
cancellation without notifying staff

Failure to follow the care plan

Failure to accept supervision from volunteer station and/or staff

Repeated refusal to take an assignment when serving less
than 16 hours a week

Inappropriate behavior while on duty (i.e. sleeping, tardiness,
excessive use of the telephone, etc.)

Inappropriate behavior, while off duty, that may reflect a
volunteer’s poor judgment and inability to effectively provide
service to the community ( i.e. abuse of illegal substances,
sexual misconduct, child or elder abuse, etc.)
39
Immediate Separation from the Program
Arizona is an “at will” State and volunteers serve at the will of Northern
Arizona University. Should Northern Arizona University decide, you can be
terminated as a volunteer at the will of Northern Arizona University with
immediate notice.
There is zero tolerance for volunteers who engage in the following activities
while on-duty:






Elder abuse
Child abuse
Sexual misconduct
Use of alcohol or illegal drugs
Misrepresentation of volunteer hours, mileage or meals to
defraud the program
Financial misconduct with clients
There is zero tolerance for volunteers who engage in activities while off
duty that reflect poor judgment. These actions include, but are not limited
to:
1.
Abuse of any elderly person
2.
Abuse of any child
3.
Abuse of illegal substances
4.
Theft or embezzlement
5.
Sexual misconduct
40
Reassignment
Reassignment is the change of a Senior Companion from a current
volunteer station assignment to another. Reassignment is made solely by
the SCP staff and depends on availability of service opportunity at an
appropriate alternative placement and acceptance of the new assignment
by the Companion and by the new volunteer station. The SCP staff may
reassign a Companion when:
1. A decision is made to remove a Companion from the current
volunteer station due to any incompatibility between station and/or
client and volunteers, and for reasons that in the opinion of SCP
staff would not preclude assignment to an alternative volunteer
station.
2. The Senior Companion requests a change to meet new
circumstances of health, transportation, residence, or for reasons
of convenience or preference in type or place of assignment.
3. SCP staff require changes due to program considerations such as
transportation costs, needs of another volunteer station,
termination of the current volunteer station’s participation with the
program, changes in the SCP focus or objectives, etc.
4. Mutual discussion of SCP staff, the volunteer station supervisor
and/or the companion, determine that the companion’s
opportunities of service would be improved or enhanced in an
alternate setting.
Reassignment actions will be preceded by a discussion involving the
SCP staff, the Companion and the appropriate volunteer station(s).
41
Grievance and Appeals Procedures
The purpose of the grievance procedure is to provide a just and
equitable method for the prompt resolution of grievances without
discrimination, coercion, restraint, or reprisal against the Senior
Companion or the assignee/client being served who may submit or
be involved in a grievance. The procedure is as follows:
Step one: The Senior Companion submits a written complaint to the
Volunteer Station Supervisor with a copy sent to the Senior
Companion Program Coordinator so the Coordinator is aware of the
complaint..
Stage two: If the complaint is not resolved, the Senior Companion
may submit a written complaint to the SCP Volunteer Coordinator
within 30 days after the action has taken place
Stage three: If further action is needed, or if the Senior Companion
disagrees with the outcome of the review, the Senior Companion
may submit a written complaint to the Senior Companion Program
Director of the program in order to appeal the Volunteer
Coordinator’s decision. The Program Director’s decision is the final
decision; there are no other options for appeal.
42
Permanent Separation
Permanent separation from the Senior Companion Program can only
result from official action and notification by the Program Director.
Such notification shall be made in writing to both the companion and
the current volunteer station.
A. Immediate separation may occur without advance notice to the
companion or volunteer station in the following circumstances:
1. A decision is made to remove a companion from the
current volunteer station under the procedure outlined in the
appeals procedure, and SCP staff determines that the
companion should not be considered for alternative placement.
2. Excessive absence or absences from assignment for 3 or
more consecutive days without notice to the SCP office or
volunteer station.
3. Theft, embezzlement, or misuse of the funds or property
belonging to the agency, staff, or clients of SCP, the volunteer
station or others.
4. Falsification of documentation of hours, income
statement, or information on the application form.
5.
Abuse of client or client’s property.
6. Actions of the companion that have endangered the
health and safety of clients, of another companion, or of staff or
clients of the volunteer station, SCP, or Northern Arizona
University Regional Gerontology Institute.
7.
Use of the Senior Companion position for personal gain.
8. The Companion’s annual income increases to more than
20% above the eligible level set by the Corporation for National
Community Service.
9. A Companion has been absent from service on leave
without pay for a specified period (maximum of 16weeks) and
is unable to return to service.
43
B. Permanent separation from the Senior Companion Program
may also occur under other circumstances. In such
circumstances as those listed below, a separation action will be
preceded whenever possible by at least two weeks written notice
to the companion. A copy of the notice will be sent to the current
volunteer station. When appropriate, the two-week period must
provide an opportunity for correction of the problems.
1. Reduction of the total number of Senior Companions
necessitated by the Northern Arizona Civic Service Institute
Senior Companion Program funding limitations.
2. Failure of the Companion to abide by rules stated in the
Senior Companion Handbook.
3. Refusal of inability of the Companion to carry out a
reasonable and necessary function of the Senior Companion
role.
4. A decision to remove the Companion from the current
volunteer station has been made and no opportunity exists for
an appropriate alternative assignment.
C. Permanent separation may occur from the Senior Companion
Program when the Companion notifies the program staff of
resignation from the program. The Companion is requested to
give notice in writing of the effective date of resignation and to
provide a minimum of two weeks notice to permit other
arrangements to serve persons visited. The Senior Companion
Program staff will inform the volunteer station supervisor
immediately of a Companion’s verbal or written resignation notice.
44
Special Regulations
I. Non-discrimination
We are an inclusive project. No persons shall be excluded from
participation in, or be denied benefits of participation in the Senior
Companion Program on the grounds of race, creed, belief, color,
national origin, sex, age, disability, sexual orientation or political
affiliation, as protected by federal law.
II. Religious Activities
Senior Companions will not give religious instruction, conduct
worship services, or attempt to influence the clients religious
beliefs.
III. Political Activities
Senior Companions may not, while on duty, or in situations when
off duty but are presenting themselves as Senior Companions:
1. Influence the outcome of any election to public office
2. Engage in voter registration activity
3. Transport voters to polls or similar help with an election.
4. Influence the passage or defeat of legislation or proposals
5. Participate in any unlawful demonstration or civil disorder
6. Engage in lobbying activities
 Exception: Senior Companions may be involved in legitimate
group activities of the organization to which he/she is assigned
that may involve legally conducting petitioning.
45
Performance Review
Annual Evaluation
The performance of each Senior Companion will be evaluated
annually. The review will be based on the companions performance
on assignment, and participation in program meetings and activities.
The evaluation meeting will include the Senior Companion, the
volunteer station supervisor, and when possible, the SCP volunteer
and/or program director. A formal written copy of the evaluation will
be discussed and completed. A copy of the evaluation will be sent to
each Senior Companion and a copy will be kept in the Companion’s
file.
Income Review
Senior Companions are required to complete an income review form
annually. Companions will be allowed to remain on the program if
their incomes meet the guidelines established by the Corporation for
National and Community Service. Any misrepresentation of income
will be cause for immediate dismissal from the program.
Physicals
Senior Companions will be required to complete an annual Physical
form. This lets the program, you, and your doctor know that you are
healthy and fit to be a Senior Companion.
Dress Code
Companions must practice good personal hygiene. Clothing must be
neat, clean, and appropriate. Clothing should be comfortable and
washable. Shoes should be comfortable and safe.
46