HRR m01b
Facility
Employee Handbook Part One
**Refer to Employee Handbook Part 2 –which provides
specifics needed for the facility you will be assigned to.
As an employee you are responsible for reviewing this handbook on a regular basis to
ensure understanding of and adherence to company guidelines, policies and procedures.
You are also responsible for adding any memos you receive in your staff mailbox to this
handbook. Please check the binder or bulletin board in staff area monthly to view any
updates to this handbook or related policies. It is your responsibility to consult with
human resources if you do not understand or are not in agreement with any of the
statements, policies or procedures provided to you through this handbook or in
subsequent memos, bulletins or updates.
AdvoCare Health Services has a ratified collective agreement with the union under which
we are organized for most sites. If you are assigned to a facility which is not certified,
please note staff will be managed according to the same guidelines as those who are
certified. Where certified, please refer to your union collective agreement and maintain
awareness of contents of union bulletin boards and contact your representative if any items
need clarification.
Disclaimer: All parts of this Employee Handbook are supplementary to the relevant provincial legislation.
In the event of a conflict, the legislation will prevail.
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TABLE OF CONTENTS .................................................................................................................................................
1
ADVOCARE MISSION & VISION STATEMENT .......................................................................................... 5
1.1
1.2
1.3
2
WELCOME ........................................................................................................................................................... 6
3
ORGANIZATIONAL CHART ........................................................................................................................ 7
4
YOUR ROLE WITH ADVOCARE HEALTH SERVICES ............................................................................. 8
4.1
4.2
4.3
4.4
5.1
5.2
6
7
AFTER HOUR MAILBOX DROP BOX AND ACCESS TO DOCUMENTS................................................................ 11
TEAM COMMUNICATION .............................................................................................................................. 11
EMPLOYEE DEVELOPMENT........................................................................................................................ 12
8.1
9
ADVOCARE CORPORATE OFFICE ADDRESS .................................................................................................. 10
FACILITY TO WHICH YOU ARE ASSIGNED.................................................................................................... 10
ACCESS CODES ............................................................................................................................................ 10
POLICY CHANGES/UPDATES & TEAM COMMUNICATION ................................................................ 11
7.1
7.2
8
PARTNERSHIPS/COMMUNICATION WITH FACILITY OPERATORS ..................................................................... 8
FACILITY AND LICENSING REQUIREMENTS .................................................................................................... 8
WORKING TOGETHER AS A COMMUNITY ....................................................................................................... 8
STAFFING STRUCTURE ................................................................................................................................... 8
ROLE & RESPONSIBILITY ............................................................................................................................... 9
QUALITY IMPROVEMENT PLAN FRAMEWORK .............................................................................................. 10
ADVOCARE OFFICE INFORMATION ......................................................................................................... 10
6.1
6.2
6.4
OPPORTUNITIES FOR CONTINUING EDUCATION ............................................................................................ 12
ETHICAL STANDARDS/CONFLICT OF INTEREST ................................................................................. 12
9.1
ETHICAL STANDARDS/CONFLICT OF INTEREST ............................................................................................ 12
10
EQUAL EMPLOYMENT OPPORTUNITY.................................................................................................... 12
11
HARASSMENT .................................................................................................................................................. 12
11.1
11.2
11.3
11.4
12
GENERAL HARASSMENT .............................................................................................................................. 13
SEXUAL HARASSMENT ................................................................................................................................. 13
WHO THIS POLICY APPLIES TO .................................................................................................................... 13
DEALING WITH COMPLAINTS REGARDING HARASSMENT AND RELATED MATTERS ...................................... 13
RESPECT IN THE WORKPLACE .................................................................................................................. 14
12.1
12.2
ABUSE .......................................................................................................................................................... 14
CHALLENGE OR COMPLAINT RESOLUTION PROCEDURE ............................................................................... 14
13
ASSIGNMENT MODEL .................................................................................................................................... 14
14
INTRODUCTIONS AND RESIDENT IDENTIFICATION .......................................................................... 14
14.1
MEMO REGARDING RESIDENT DAY, FAMILY DAY, EVENING AND NIGHT STORIES ...................................... 15
15
REGARDING BRINGING PETS OR CHILDREN OR OTHERS TO THE WORKPLACE .................... 15
16
MEAL BREAKS ................................................................................................................................................. 15
16.1
17
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MISSION STATEMENT ..................................................................................................................................... 5
CORE VALUES ................................................................................................................................................ 5
PHILOSOPHY OF CARE .................................................................................................................................... 5
USE OF FACILITY ITEMS ON MEAL BREAKS ................................................................................................. 16
PUNCTUALITY & LEAVING ASSIGNMENTS EARLY & ATTENDANCE............................................ 16
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18
PAYROLL/SCHEDULING ............................................................................................................................... 16
18.1
18.2
18.3
18.4
18.5
18.6
19
SCHEDULING .................................................................................................................................................... 19
19.1
19.2
19.3
19.4
19.5
19.6
19.7
19.8
19.9
20
20.5
20.6
20.7
20.8
20.9
20.10
UNACCEPTABLE JOB PERFORMANCE & DISCIPLINARY ACTION ................................................................... 20
UNACCEPTABLE BEHAVIOR (REFER AS WELL TO – CODE OF PROFESSIONAL CONDUCT HRC F06A)............ 20
STAFF ARE EXPECTED TO BE: ....................................................................................................................... 21
PROFESSIONAL IMAGE (SEE ALSO POLICY HRC 03 DRESS CODE) AND, CODE OF PROFESSIONAL CONDUCT
WHICH IS SIGNED DURING EMPLOYEE INFORMATION SESSION) .................................................................... 22
ABSENTEEISM, TARDINESS AND SICK TIME .................................................................................................. 23
PHYSICIANS DOCUMENT AND ABSENTEEISM ............................................................................................... 23
ANNUAL FLU VACCINATION ........................................................................................................................ 23
GIFT POLICY ................................................................................................................................................. 23
SMOKING...................................................................................................................................................... 24
PROTECTION OF COMPANY, CONTRACT PARTNER, EMPLOYEE & RESIDENT PROPERTY AND LIVING AND
WORKING AREAS. ........................................................................................................................................ 24
EVALUATION PERIOD & PREFORMANCE REVIEWS ........................................................................... 25
21.1
21.2
22
AVAILABILITY & OUTSIDE EMPLOYMENT ................................................................................................... 19
VACATIONS & STATUTORY HOLIDAYS ........................................................................................................ 19
LEAVE OF ABSENCE ..................................................................................................................................... 19
BEREAVEMENT LEAVE ................................................................................................................................. 19
RETURNING CALLS TO SCHEDULING ............................................................................................................ 19
CASUAL REQUIREMENTS .............................................................................................................................. 20
WORKING AT NIGHT .................................................................................................................................... 20
ACCOMMODATING NEEDS OF STAFF ............................................................................................................ 20
SHIFT SWAPS ................................................................................................................................................. 20
WARNING, SUSPENSION AND DISCHARGE ............................................................................................. 20
20.1
20.2
20.3
20.4
21
EARNINGS & PAYROLL DEDUCTIONS ........................................................................................................... 16
BENEFIT PLAN ENTITLEMENT FOR CASUAL STAFF....................................................................................... 18
VACATION PAY ............................................................................................................................................ 18
GARNISHMENT OF WAGES ........................................................................................................................... 18
BIOMETRIC TIME CLOCK ............................................................................................................................. 18
RECORD OF EMPLOYMENT (ROE) ................................................................................................................ 18
ACCOMPLISHMENT REVIEWS ....................................................................................................................... 25
TERMINATIONS ............................................................................................................................................ 25
TELEPHONE USE AND CALL BELL SYSTEMS ........................................................................................ 25
22.1
PORTABLE WORK PHONES/CALL BELL SYSTEM/DOOR ALARMS ................................................................. 25
22.2
USE OF PERSONAL PHONES OR OTHER COMMUNICATION DEVICES WHILE AT WORK ..................................... 26
22.2A COMPUTERS ..................................................................................................................................................... 26
23
SOLICITATIONS & DISTRIBUTIONS .......................................................................................................... 26
24
ADVOCARE PRIVACY POLICY .................................................................................................................... 27
25
CONFIDENTIALITY GUIDELINES .............................................................................................................. 27
26
“PRIDE IN CARING” OUR TRADEMARK LOGO! .................................................................................... 27
27
RISK MANAGEMENT & QUALITY ASSURANCE..................................................................................... 27
27.1
27.2
27.3
27.4
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EMERGENCY READINESS PLAN .................................................................................................................... 27
CQI (CONTINUOUS QUALITY IMPROVEMENT) & RISK MANAGEMENT......................................................... 28
RIGHT TO REFUSE UNSAFE WORK AND, SAFETY CONSIDERATIONS FOR THOSE WORKING ALONE OR AT
NIGHT. .......................................................................................................................................................... 28
ROLES AND RESPONSIBILITIES ..................................................................................................................... 28
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27.5
28
UNIVERSAL FALL PRECAUTIONS .............................................................................................................. 31
29
KEEPING SAFE FROM FALLS- 3 EASY QUESTIONS............................................................................... 32
30
WORKPLACE HAZARDOUS MATERIAL SYSTEM (WHMIS) ............................................................... 33
30.1
30.2
30.3
30.4
30.5
30.6
30.7
31
PURPOSE OF WHMIS ................................................................................................................................... 33
MSDS .......................................................................................................................................................... 34
THE NINE CATEGORIES OF INFORMATION OF MSDS .................................................................................... 34
SUPPLIER RESPONSIBILITIES ........................................................................................................................ 35
EMPLOYER RESPONSIBILITIES ...................................................................................................................... 35
WORKER RESPONSIBILITIES ......................................................................................................................... 35
CLASSIFICATION OF HAZARDOUS MATERIAL ............................................................................................... 35
SYMBOLS & LABEL WHMIS LOGO & SYMBOLS ................................................................................... 36
31.1
31.2
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INFECTION CONTROL PRACTICES ................................................................................................................. 29
WHMIS LOGO ............................................................................................................................................. 36
WHMIS HAZARAD SYMBOLS ............................................................................................................... 36
32
GENERAL DOCUMENTATION GUIDE ....................................................................................................... 37
33
MEAL PLANNING, DELIVERY & SUPPORT OF LIBERALIZED NUTRITION .................................. 38
34
OBSERVATION MEMO FOR PROGRAM AREA ........................................................................................ 41
35
POLICY: ABUSE FREE ENVIRONMENT .................................................................................................... 42
36
POLICY: NON RESTRAINT/RESTRAINT CONSIDERATIONS .............................................................. 45
37
POLICY: PREVENTING VIOLENCE IN THE WORKPLACE .................................................................. 49
38
RESIDENTS’ BILL OF RIGHTS ..................................................................................................................... 56
39
POLICY: APPROVED ABBREVIATIONS ..................................................................................................... 58
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1
AdvoCare MISSION & Core Values
1.1
Mission Statement
AdvoCare Health Services takes “PRIDE IN CARING” for the residents we support, our partners,
employees and the community we serve.
1.2
Core Values











1.3
We honour residents’ choice and right to self-determination through the provision of client
focused care, support services, leisure and recreation programs
We support Residents to pursue interests and participate in social and recreational activities.
These activities serve to enhance ones dignity and support independence while encouraging
continued involvement within our community
We strive to maintain a culture of safety in all that we do, while honouring Residents’
autonomy
We support work environments that attract and retain staff members who share our
commitment for care excellence and for a respectful, dynamic work places
We support lifelong learning in all disciplines We take pride in the development and sharing of
leading health care practices
We maintain an awareness of ethical dilemmas and resolutions as they relate to emerging
social, cultural and clinical considerations
We are committed to promoting and maintaining optimal health and wellness for our residents
and employees
We celebrate diversity
We realize significant synergies as a result of positive collaboration within our departments,
and with our communities and partnerships
We recognize the intrinsic values in balancing goals with strategic growth
AdvoCare is recognized for its ability to integrate the values, policies and processes shared by
its contract partners, health authorities and accreditation stakeholders
Philosophy of care
Our philosophy of care is one which is client/resident/tenant focused, celebrating the unique
history, interest and preferred lifestyle of each resident and, the needs of our contract partners. We
strive to create family units with one to one care giving by staff who know the clients well and whom
the clients recognize as part of their “family” of caregivers.
For every task
The performance standard is “do it right the first time.”
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2
WELCOME
You have been selected to join the AdvoCare Health Services team (hereafter to refer to as the company) because we
believe that you are a caring and effective person. We have always emphasized that outstanding people are the key to our
success. Through the efforts of our staff since 1991, we have become a leader in the province for support to clients and
their families.
This Handbook has been developed to answer some of the questions you may have about our company, our philosophies,
policies and expectations. Please keep this handbook in a secure location for your future reference and to add updated
policies to. Thank you for taking this first step in knowing your company. A rewarding and challenging experience
awaits you. May you experience both personal and professional satisfaction as a member of our team.
Please note that most of our worksites are unionized and where they are not, AdvoCare strives to provide the same
benefits as other employees receive. In unionized sites, AdvoCare Health Services has made available in the staff area, a
union bulletin board where you can access regular updates from the Union. Contact names and numbers of your
representatives are posted there as well. Please review on regular basis and contact union reps. as required. All staff is
reminded of the availability of support agencies such as the Labor Board should one want to consult with them regarding
worker rights etc,
Please note that we are often asked to provide care services through a contract agreement with our companies. In such
instances, you will be adhering to AdvoCare’s policies and agreements of hire but may also be oriented to the policies and
procedures of our contract partners. We make every attempt to understand and adhere to the philosophy of the care home
(facility) in which we may be assigned. Please don’t hesitate to ask for any support or clarification you may need at any
time.
Welcome!
John T. Manton
Presiden
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3
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ORGANIZATIONAL CHART
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4
YOUR ROLE WITH ADVOCARE HEALTH SERVICES
4.1
Partnerships/Communication with Facility Operators
Systems, policies and procedures, have been created and nurtured over the years and are a result of
vast and diverse experience and resources. Systems are in place to ensure consistent, quality care and
are reviewed and adapted in anticipation of or response to changes in health care and licensing
requirements. Our goal is to promote, maintain and advance a ‘total quality culture’ in which the
collective organization continually examines ways to improve upon its service delivery. You are
required to review and maintain awareness of internal procedures and uphold the principles of their
culture of safety which includes a commitment to resident safety at all times. Please contribute
suggestions during your staff reviews, on observation memos, responding to staff surveys as well as
relaying concerns or suggestions to your Program Manager or, a company representative. For
emerging or urgent resident care or safety concerns, report to the nurse in charge at the time.
4.2
Facility and Licensing Requirements
AdvoCare Health Services, as a contracting agency and subsequently you, as our employee, work
within AdvoCare policies as well as the guidelines and policies established by our contract partner(s),
the health authorities and licensing requirements which includes audits of staff competencies reflected
in your employee agreement which are conditions of hire and must be maintained by the employee.
This includes keeping the employer aware of any emerging factors which may restrict your ability to
work in compliance with governing rules such as criminal record clearances, TB status etc.
The Administrator/DOC or nurse representative of the operator maintains authority and
responsibility for ensuring care and support services (housekeeping/laundry and dietary) provided is in
accordance their corporate mandate as well as licensing requirements and best practices. You may
receive direction which may include redirection and/or a reminder of what policy guidelines are from
one of the above or, a team leader assigned by AdvoCare Health Services. As needed, the team leader
may supply additional guidance to the employee while on assignment. The team leader or a
representative from the facility will relay outstanding issues to the Program Manager or Program
Coordinator. AdvoCare will assume responsibility for subsequent investigation, coaching etc.
4.3
Working Together As a Community
There will be ongoing collaboration with the Administrator (aka Site Leader) and clinical/leadership
team of the facility regarding how to best meet the needs of the resident population. AdvoCare
remains mindful that ultimately the Operator/Clinical Advisor/Clinical Team of the contract partner
holds ultimate responsibility for the license of the home and defers accordingly. The focus of the care
will be centered on the resident – their needs, preferences, and their day. There will be ongoing
collaboration with multiple community partners who may include representatives from the health
authority, licensing officers, the primary physician of the facility, trustees’ office, volunteer groups,
resident council, AdvoCare employees, facility employees etc.
4.4
Staffing Structure
In homes each department is staffed by AdvoCare or only some departments though all staff works as
a team. Non-AdvoCare management or nursing personnel retain the right and responsibility, per
licensing; to remove any employee (ours or their own) from work duties should they feel an
employee’s actions may be harmful to the resident(s) or the reputation of the facility. In such
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instances, the employee would be asked to leave the unit and proceed to an agreed upon location
(depending on situation this may be the staff area or their own home). If an AdvoCare representative
is available at the time, they would be contacted to meet with the person issuing the concern as well as
the AdvoCare employee. If not available, the facility staff will contact an AdvoCare Manager who will
then respond. All parties involved will be required to document what events took place and such
documentation will be forwarded to the HR representative at AdvoCare. Progressive disciplinary
action, should it be indicated, will be addressed by the HR dept. The union will be advised, in writing,
of such events and staff who wish, may have a union steward present during any disciplinary meetings.
Outcomes and resolutions will be relayed, in writing, to the facility administrator and agreement
sought to minimize reoccurrence. Subsequent reporting to licensing are generally at the discretion of
the operator of the home.
AdvoCare Health Services retains the right to reassign staff to an alternate area, facility or home within
a reasonable geographical distance as required. Should staff be required to travel from one location to
another during their shift, travel times and costs will be compensated as per the Collective Agreement.
Staff may be called on to provide care in primary or related roles however, will not be paid less for
their work than that of the primary role. Staff may be reassigned to other roles or aspect of roles as
required to meet operational demands. Staff is advised that reassignment within the home or program
area is permitted at the direction of an AdvoCare representative and/or nurse for that home or area.
Refusal to be reassigned is a serious infraction which triggers disciplinary action.
5
CONTINUOUS QUALITY IMPROVEMENT
5.1
Role & Responsibility
CQI (continuous quality improvement) is a foundation of our company’s operations and employees
have a role in this process. Your observations about any changes in the resident’s status are very
important. Be sure to report and document such observations in the communication binder as they
are noted. Staff is to report noteworthy changes of a resident’s status and any urgent matters to the
nurse in charge in accordance with our profession’s duty to report. Update Resident Days (may be
referred to as “My Day, My Story” or similar variation) so they reflect the residents’ current needs and
preferences. As well, record any concerns you may note regarding equipment or the environment in
the maintenance binder. Where it appears a matter should be reviewed by the OH&S committee
and/or an AdvoCare Manager, also record on the Observation Memos provided and place in the
AdvoCare office mailbox. You are a valuable member of the team and where possible, will be included
in client care conferences and other planning session.
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5.2
Quality Improvement Plan Framework
Establish
Values, Vision
Goals &
Objectives
Identify
Processes &
Indicators to
be monitored
Identify
Clients &
Requirements

Monitor to
Identify
Improvement
Opportunities
Make Improvements
CQI Project Phase
Establish Team, Define Opportunity, Analyze, Select
Solutions, Evaluate Results, Standardize, Strategize
Future Plans
6
ADVOCARE OFFICE INFORMATION
6.1
AdvoCare Corporate Office Address
1450 St. Paul Street
Kelowna BC, V1Y 2E6
General Inquires
Telephone:
250-861-3446
Toll Free:
1– 866-861-3446
Fax:
250-861-3112
Analyze
Results
Scheduling Office
Telephone: 250-861-3399
Toll Free: 1-877-959-5444
**In case of an emergency which results in no phone lines, you can contact our office on our cell
phone number at 250-863-3499 or 250-575-4677
6.2
Facility to Which You Are Assigned
Refer to employee handbook part 2 for address, contact and other information you will require for
this worksite.
6.4
Access Codes (Please ensure you record for use while on assignment) **Facilitator @ new
employee session to fill in blanks @ NES session (as they change too frequently for generic entry
though, most homes utilize “the year followed by the # sign or, the street address ie: 1450).
Main entrance: _________ Special Care: __________ Elevator:________ Other:________
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Days
From
To
Office Hours
(payroll / HR)
Monday to Friday
0830
1630
Scheduling Hours
Monday to Friday
Direct Line 250-861-3399 or Toll Free 1-877-959-5444 (to be
used during specified scheduling hrs only)
0530
1800
All Sick Calls
7 days a week 250-861-3399 or Toll Free 1-877-959-5445, call a
minimum of 3 hours prior if unable to attend a shift
0530
2330
Payday
Every 2nd Tuesday by automatic bank deposit
***Please note that in addition to our company’s mailbox @ the worksite, our main office has a drop
box at the main front door for after hour's use.
7
POLICY CHANGES/UPDATES & TEAM COMMUNICATION
7.1
After Hour Mailbox Drop Box and access to documents
Policies are reviewed as we respond to changes in best practices, licensing and contract requirements.
Updates will be relayed via postings in staff area or, copies may be left in employee mailboxes which
staff are encouraged to check on a regular basis.
7.2
Team Communication
It is prohibited for staff to speak a language other than English while on assignment. To do so
excludes coworker and residents. The only exception is when staff who are able to communicate in
the language of the resident they are conversing with.
Staff is to ensure communication, both oral and written, is polite, professional and courteous at all
times while on assignment and within the care areas. Staff is prohibited from voicing or writing
derogatory, inflammatory or accusatory comments. Should staff have a concern which they feel needs
to be addressed by a manager, please record your concern in an objective, concise manner on the
observation memos provided. Staff is to redirect concerns a resident or family member may have to
the nurse in charge, DOC or Administrator or Program Manager and, not directly engage in
discussions of a negative manner regarding coworkers or others. Staff is also encouraged to discuss
concerns with a union representative (away from care areas).
Each employee has the responsibility to read the information posted or left in your mailbox, on the
staffs’ general information bulletin board, union communication board and Occupational Health &
Safety bulletin board.
It is a job requirement that employees read the communication book, 24 hour report, resident
days (aka My Days) and any other avenues of communication provided, to ensure aware of
residents and team needs and responsibilities at the start of every shift. Knowing the residents
is a crucial step to ensuring quality care and, keeping you, residents and co-workers safe.
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8
EMPLOYEE DEVELOPMENT
8.1
Opportunities for Continuing Education
There are numerous opportunities for all staff to further their knowledge of community health and
client care by providing:
 Staff meetings and care conferences

Mandatory and optional training programs

Reference materials with sign out privileges
Employees’ files will be updated whenever you attend training, which has been coordinated by
AdvoCare Health Services. Please relay any other training certificates you may acquire to our office to
ensure your employee file is maintained.
Please note it is a condition of hire for nurses, care aides, & recreation managers and aides, to provide
or commit to participating in training for RAI certification, within 4 weeks of employment.
9
ETHICAL STANDARDS/CONFLICT OF INTEREST
9.1
Ethical Standards/Conflict of Interest
We have built our business with a reputation for conducting its business activities with integrity,
fairness, and in accordance with the highest ethical standards. As an employee you enjoy the benefits
of that reputation and are obligated to uphold it in every business activity. Staff is to represent the
company and facility in a positive manner. Staff is not to discuss conflicts while in the presence of a
resident or visitor to the facility, as we would not want to cause undue distress. Staff is not to engage
in dialogue or activities which undermine the direction or authority of the nurse, Program Manager or
Physician or Administrator of the home. Staff is to utilize approved avenues to report or discuss
concerns.
Staff is prohibited from doing any work, either in return for pay or not, which is not assigned by
AdvoCare Health Services while on assignment or, with clients you may be assigned to unless prior,
approval is granted by a company manager.
10
EQUAL EMPLOYMENT OPPORTUNITY
AdvoCare Health Services takes affirmative action to ensure equal employment opportunity for
current and prospective employees. We recruit and retain employees on the basis of personal
competence and potential for advancement without regard for race, color, religion, gender, sexual
orientation, national origin, age, or physical impairments. Our equal employment opportunity
philosophy applies to all aspects of employment, which includes recruiting, hiring, training, transfers,
promotion, job benefits, educational assistance, and social and recreational activities.
11
HARASSMENT
Company employees, contractors, students, volunteers and visitors are entitled to be treated with
dignity, and to be free from harassment based on the protected grounds described in the applicable
legislation in our Province.
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11.1
General Harassment
Is any unwelcome behavior, conduct or communication directed at an individual that is offensive to
that individual and is based on any of the protected grounds. It can be persistent or sporadic and
creates an intimidating, offensive or embarrassing work environment for the individual.
11.2
Sexual Harassment
Is any offensive sexual comment, gesture, physical contact or demand for sexual favors, real or
perceived, that is deliberate and unwelcome, or that should be known to be unwelcome. It can also
create an intimidating, offensive or embarrassing work environment.
Among the behaviors that may constitute harassment are:
 differential treatment of employees or co-workers based on race, gender, ethnicity, etc.;

racist or sexist humor, unwanted physical contact;

pornographic or other offensive materials displayed in the workplace;

a promise of better treatment in return for sexual favors; or

Implied or expressed threats for refusal of a sexual request.
11.3
Who This Policy Applies To
This policy applies to all persons and all activities on company premises, as well as all companysponsored conferences, training seminars, travel, sales calls and social events.
 If you feel you are being subjected to harassment, you should:

make your objection clearly known to the offender and ask him or her to stop;

prepare and maintain a written record of the dates, times, nature of the behavior and any
witnesses; and

report the behavior to your supervisor;

Refer to Collective Agreement.
11.4
Dealing with Complaints regarding Harassment and related matters
We will deal with the complaint as with any other complaint. The identity of the parties and the details
of the complaint will be kept as confidential as possible. A complainant is free to pursue his or her
complaint under the appropriate human rights law by contacting the Human Rights Commission
and/or their union representative. In the event of a complaint of general or sexual harassment, we will
follow this procedure to deal with the complaint:
1. If the complainant has confronted his or her harasser and has not been able to resolve the
situation, a report should be made to the complainant’s Supervisor or to the Director if the
Supervisor is the alleged harasser. The Supervisor and Director will attempt to resolve the
problem. The staff has the option and right to consult with a union representative if they feel
the matter is not being addressed or resolved in a timely or sufficient manner by the company.
2. The complainant should keep a detailed record of the event or events, including person(s)
involved, place, date, time and witnesses.
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12
RESPECT IN THE WORKPLACE
12.1
Abuse
AdvoCare Health Services views abuse very seriously, whether verbal or physical, of a fellow
employee, resident, family member, or visitor. Understanding of and adherence to the accompanying
employee agreement is mandatory; staff is to remain cognizant of the agreement on maintaining a care
and work environment which is free of neglect and abuse. Employees, who encounter challenges with
residents, staff, family members, or visitors, are to avoid confrontations and are to report such
challenges immediately to the nurse or supervisor for assistance.
Actions, such as fighting, arguing, participating in conversations which are of a negative
nature, gossiping, spreading rumors, writing anonymous letters of complaint, dialogue which
may instill anxiety, fear or uncertainty in residents, coworkers or visitors to the home, use of
derogatory or abusive language, in written or oral form, abuse, or neglect in any form is
strictly prohibited and will be cause for disciplinary action up to and including dismissal.
12.2
Challenge or Complaint Resolution Procedure
Our mandate is to treat all employees in a fair and consistent manner and address emerging concerns
in a thoughtful and timely manner. You are encouraged to make management aware of any concerns
or recommendations dealing with workplace safety, health standards, working conditions,
performance appraisals, discipline and general practices. Staff is not to complain about coworkers, the
company or the facility to which they are assigned while on assignment except in situations where
reporting is needed in keeping with our duty to report as health care workers and advocates of those
we support. In such situations, staff is to ensure the report is objective and evidence based (only). Staff
is to not unfairly attempt to negate the efforts or reputations of fellow employees of AdvoCare or
those hired by the facility or on contract for services in the facility to a client, their family or
advocates. Staff found to be actively, intentionally or otherwise, undermining the efforts of the
company or teams may be removed from such assignments if the matter is not resolved.
1. Contact an AdvoCare representative (refer to Who to Contact List), if you have concerns
about your schedules or work conditions. You are to document your concern(s) and provide
to an AdvoCare representative.
13
ASSIGNMENT MODEL
Each time you give service, think about the resident (or tenant) as someone in your own family whom
you care about dearly. In this way, the resident will receive the same degree of dignity and respect that
you would give your own loved ones. We support a social model of care which recognizes and
supports the physical, emotional, social, intellectual and spiritual needs of the resident. Master all the
details of your resident’s care needs within your level of competency.
14
INTRODUCTIONS and RESIDENT IDENTIFICATION
When you meet a resident, tenant or their visitor, offer your first name and wear your name tag. Name
tags are a very basic courtesy to others especially residents and their family members who deserve to
know who is caring for them yet may have difficulty remembering names. Noncompliance is not
tolerated. Staff who require a new nametag are to provide written note of same immediately & leave
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in the AdvoCare mailbox or office. A temporary tag will be provided to staff while the new one arrives
and for those who arrive to work and have forgotten their primary name tag @ home.
Staff is not to engage in conversations which may instill fear or anxiety in a resident or their family
member. This includes discussing other employees, residents, family members or others in a negative
manner within the program area. Staff is not to disclose personal aspects of their own lives which may
result in the resident or their family member worrying about you and your personal concerns.
Staff to ensure correct resident identifiers in place – do not guess who one may be. Guidelines for safe
practice include use of TWO resident identifiers which may include:




14.1
Ask person what their name is – first and last name, (do not say “are you Mary Smith?”)
Verify ID by referring to resident photo on treatment or medication record or in Family
Binder,
Ask coworker to verify identity,
DO NOT rely on labels on clothing as person may be wearing someone else’s clothing.
Memo regarding Resident Day, Family Day, Evening and Night Stories
See part 2 of handbook for samples of My Day/ Resident Day and Family Stories.
 A reminder that ALL staff, including Recreation staff are to routinely update the Resident
Days
15
REGARDING BRINGING PETS OR CHILDREN or OTHERS TO
THE WORKPLACE
Staff is prohibited from bringing pets to the workplace without direct approval from the recreation
manager of the home. Care homes have policies in place reflecting guidelines for “Pet Therapy” and
staff must be in compliance with all aspects of that policy. Should permission be granted, staff must
ensure that the pet does not limit the ability to fulfill their duties that shift. AdvoCare will hold no
responsibility for any related injury or mishaps that may occur.
Staff is reminded that in relation to confidentiality, Risk Management specifically safety of residents
and children or others and Quality Control, no children, spouses or friends of the employee are
permitted in the workplace unless authorized as above.
16
MEAL BREAKS
Your lunch and beverages are your responsibility. Timing of meal and coffee breaks will be
coordinated within each program area upon consideration of resident and team needs allow. Resident
meal times are a priority and staff is to arrange their own breaks around these peak needs times and, in
consideration of other urgent matters which may arise. Management retains right to establish set times
for staff or teams who can’t manage independently. LPNs are reminded to contact the RN/Program
Manager of the facility for cardinal/urgent matters when the RN is on break. LPNs @ AdvoCare
Health have full scope practice and, assume responsibility for all but cardinal issues and should contact
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the RN/Program Manager only in situations where the concern appears so significant that it cannot
await the 30 minute break time of the RN (who is free to leave the home during all breaks other than
night shifts). Examples of such cardinal events include:
 Unanticipated death or significant injury to a resident under troubling circumstances such as
evidence of self harm causing death, presence of unsecured medications, evidence of another
causing death.
 Mass emergency such as fire, bomb threat etc.
** Staff is prohibited from taking/eating food or other items that are intended for residents.
Doing so will result in disciplinary action up to and including dismissal as is considered a
form of theft.
16.1 Use of Facility Items On Meal Breaks
Items in the facility to which you are assigned are the property if the operator and use of their items
(ie. coffee cups, dishes) are to be respected (put away after use, tided up, ect.). Blankets in the home
are for residents only; if staff prefer to nap during approved breaks, staff are to provide their own
blankets from home or use a coat.
17
PUNCTUALITY & LEAVING ASSIGNMENTS EARLY &
ATTENDANCE
Never leave an assignment early unless you have permission from an AdvoCare representative or, are
directed to do so by the nurse in charge which may occur if he or she feels your presence is having a
detrimental impact. Staff is to plan in advance in order to arrive to shift as scheduled. Staff is to refer
to policy HRC 9 and the collective agreement regarding hours of work which outlines the minimum
number of shifts one must maintain to be considered an active employee.
18
PAYROLL/SCHEDULING
The pay period is biweekly. Your pay will cover all hours worked in the two weeks prior to payday up
to and including the night shift on the Sunday midnight cut-off. Those disciplines which require a
tally of the hours worked i.e.: nurses or those applying for EI benefits are to keep track of their own
hours worked through the year. (This is done by retaining your payroll stubs.) Staff holds
responsibility for checking their payroll stubs and if questions or concerns, to report same that pay
period to the payroll department. Staff holds responsibility for recording, by exemption form, any
overtime they feel they are entitled to including the rationale. Such exemptions must be authorized by
the Program Manager prior to submission to payroll clerk.
18.1
Earnings & Payroll Deductions
Payroll earnings and deductions are reflected on your payroll stub. Deductions required by federal law
and/or the union agreements are as follows:
 Federal Income Tax
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
Canada Pension Plan (CPP)

Employment Insurance Premiums (EI)

Union dues (as per collective agreement).
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
Benefit package contributions where applicable, as per collective agreement. (for those who
are not covered by benefit plan elsewhere)

RRSP contributions (as per collective agreement).
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
18.2
Payroll forms (by exception only to their regular schedule - will be explained by facilitator).
Benefit Plan Entitlement for Casual Staff
As of August 1, 2011, John Manton, Company President, has approved the benefit package to be
available to casual staff members. To be eligible you must have averaged 20 hours/ week over 13
weeks of employment. To maintain your benefit plan you must continue to average 20 hours/ week.
Your union is aware of and supports this action.
When you qualify, Brenda Saretzky, Benefits & Payroll Manager will email you your enrollment
paperwork for those who would like to participate.
18.3
Vacation Pay
Is at the provincial rate, is given on each pay, or is held for your use at holiday time request and in
keeping with the collective agreement.
18.4
Garnishment of Wages
A garnishment is legal permission for creditors to collect part of an employee’s pay directly from the
company. Although, the company does not wish to become involved in employee’s private matters,
we are compelled by law to comply with the court’s order.
18.5
BioMetric Time Clock
As we seek increased employment opportunities for our staff in various areas of the province, there is
increased pressure to keep up with the technological changes related to this industry. This practice is
common at other sites and has been approved by your union.
Please note at sites where the BioMetric system is in place, you are required to confirm your start and
departure time from each and every shift. The process ensures your right to privacy is not
compromised. This process enables us to confirm attendance of staff on any shift and respond to
queries from the operator or others in an evidence based manner.
Staff is expected to be punctual for all shifts and leave only at approved times. We remind you to take
your authorized breaks throughout your shift. Missing a break to then leave early is not permitted.
We appreciate when there are circumstances outside one’s control in regards to prompt arrival to the
workplace; however, in keeping with our contract obligations and fairness to all staff, those who
display a pattern of tardiness, leave shift(s) early or are significantly absent from the shift will face
discipline. In keeping with company and contractual obligations, pay is based on actual hours worked:
for example, if you are scheduled to work a 7.5 hour shift and show up for work 25 minutes late, you
will only be paid for time worked.
18.6
Record of Employment (ROE)
Upon receipt of a request for an ROE due to leave of absence, resignation, dismissal, etc. Payroll
prepares and submits the ROE electronically to Service Canada.
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If you wish a copy for your records, you should visit the My Service Canada Account page on the
Web. From My Service Canada Account, you can view and/or print copies of ROEs. To access My
Service Canada Account, you should visit www.servicecanada.gc.ca/eng/online/mysca.shtml.
19
SCHEDULING
Scheduling is done in accordance with the collective agreement. While every attempt is made to
provide regular work opportunities and schedules, assignments are subject to change based on
operational needs of the company and contract partners.
19.1
Availability & Outside Employment
Staff is recruited at times when we are expecting growth or are experiencing challenges staffing
existing lines. To minimize the need for recruitment, all staff is to be available for some weekends or
part thereof.
19.2
Vacations & Statutory Holidays
Refer to guidelines in your collective agreement.
19.3
Leave of Absence
AdvoCare Health Services grants time off in keeping with the terms of the Collective Agreement,
however operational requirements will be considered in the decision to approve or decline such
requests. A written request for a leave of absence must be presented to the employee’s immediate
supervisor at least two weeks before the start date of the proposed leave of absence. Failure to report
to the office after the expiration of the leave of absence, without approval, will be considered a
voluntary termination of employment.
19.4
Bereavement Leave
Please refer to the Collective Agreement.
19.5
Returning Calls to Scheduling
Employees are reminded of the importance of returning calls as soon as possible. Please check your
cell phone/pager regularly for any messages and return as required. Ensure that your mailbox is
cleared on a regular basis, and that your answering service/machine is turned on, so scheduling staff
can leave messages for you. Ensure our office is notified of any phone or address changes.
All calls to scheduling are recorded to ensure the quality of our service and for training
purposes. Please note operators may have audio & video recording devices in the home as rsk
management strategies. This is to re-enforce our policy on recording conversations between individuals: it is
a VIOLATION of the Privacy Act, AdvoCare Health Services Policy and Procedures, and a breach of the
Confidentiality Agreement which all employees have read and signed.
Effective January 1, 2010, the use of cell phones and text messaging equipment was banned while
driving a vehicle. It is AdvoCare’s policy to support this law; AdvoCare staff are advised they are
prohibited from answering cell phones and/or text messaging equipment, while driving. If
scheduling calls while you are not available, they will leave a voicemail message; staff can return the
call once no longer driving.
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19.6
Casual Requirements
Casuals are required to maintain a minimum of six (6) shifts over a twelve (12) week period, in order
to maintain awareness of and familiarity with AdvoCare policies, systems and procedures and, to
ensure sufficient, viable casual pool of staff. Shifts are monitored accordingly.
19.7
Working at Night
We recommend that employees who depart from the worksite when it is dark or isolated, strive to do
so with a coworker, to remain together untill one is in their vehicle and has secured the door.
AdvoCare is prepared to pay for transportation in instances where risk cannot be otherwise managed.
19.8
Accommodating Needs of Staff
AdvoCare welcomes the ability to accommodate short and long term needs of its employees. To
ensure timely and proactive actions to minimize risk to yourself, fellow employees, clients and the
company, we ask that staff advise the company of any need for accommodation. We assure employees
that such information will be handled in the most confidential manner possible and, will incur the
costs for related medical directives should they be required.
19.9
Shift Swaps
AdvoCare’s policy allows a maximum of 6 shift swaps in a calendar year. However, the employer is
receptive to discussion and possible exceptions, on a “without prejudice” basis in extenuating
circumstances, though such consideration will include what impact this will have on fellow workers
and the worksite.
20
WARNING, SUSPENSION AND DISCHARGE
20.1
Unacceptable Job Performance & Disciplinary Action
Acceptance of employment with our company means acceptance of those personnel policies that
apply to all staff members. By signing the Acknowledgement Form, one indicates they agree and will
comply with the policies in this employee handbook. The policies are subject to revision from time to
time in light of circumstances that may prevail in the future. Staff may access current policies at any
time through the Program Manager or HR rep. One is also agreeing to comply with future policies or
revisions as they occur unless they advise the HR department in writing of their inability or
unwillingness to comply.
Staff will be consulted if there are concerns they may have breached a company policy or if they are
not performing adequately. Staff will review the event with the goal of identifying any challenges,
seeking opportunities to correct the behavior and discussing the implications if such behavior is
repeated. Staff is encouraged to contact their union representative to accompany them to any and all
disciplinary meetings.
20.2

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Unacceptable Behavior (Refer as well to – Code of Professional Conduct HRC f06a)
Possession of or being under the influence or after effects of alcoholic beverages, narcotics, or
hallucinatory drugs on company or clients property.
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
Repeated absences from work due to indulgence in any of the above and/or other reasons
which leads to above norm pattern of absenteeism.

Immoral, rude, discriminatory or indecent language or conduct, texting or use of personal
phones while on duty.

Theft or illegal use or possession of client or company property.

Failure to carry out any reasonable order by a nurse, administrator or supervisor.

Falsification of application form, employment record, time sheets or any other company
record.

Speaking to or in the presence of resident, clients, coworkers or others and/or while in any
program area in a derogatory or abusive manner which includes, negative comments about the
company or coworkers or instilling fear and anxiety while on assignment or on company
premises.

Actions which permit or support abuse or neglect of any kind including horizontal violence as
well as deviation from accepted standards of care which may put resident, coworkers,
company or yourself at risk..

Failures to comply with operating guidelines such as time sheet and documentation policies.

Accessing or utilizing electronic equipment during work times, such as cell phone, text devices
or computer for personal use.

Utilizing company or contract partners’ computers or other equipment or supplies for nonwork approved related purposes.

Sleeping while on duty, failure to respond to the needs of residents, emergency procedures
and/or direction from the nurse in charge or supervisor.

Failure to comply with dress code.

Failure to maintain confidentiality agreement.

Failure to perform the work to which you are assigned or accept redirection from a manager
or nurse in charge which may be indicated for resident care or safety.

Failure to maintain criteria required upon hiring such as professional licensing, current
vaccinations, first aide certificate, WHMIS and CPR (where applicable).

Failure to maintain criminal record clearance as required under the Criminal Records Review
Act (CRAA)
20.3
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Staff is expected to be:


Free of any odor that may be offensive to residents or others.
On time and alert when scheduled to work.

Careful, conscientious, and honest in performance of duties and reporting.
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
20.4
Courteous and helpful, both when dealing with residents, visitors to the home, coworkers
from AdvoCare or our partners.
Professional Image (See also policy HRC 03 Dress Code) and, Code of
Professional Conduct which is signed during Employee Information Session)
As a company employee, you are expected to reflect a professional image at all times while in the
workplace or while representing AdvoCare which includes:
 Wearing of company nametag unless advised otherwise, Should an employee lose or break
their nametag, they will utilize a temporary nametag & notify AdvoCare that a replacement is
required.
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
Wearing footwear in conjunction with WSBC guidelines – closed heel and toe with exception
of cooks’ shoes which have open back.

Being perfume, scent and odor free.

Nails must be trim, clean and not of dark colors.

Ensuring shoulder length hair is tied back or up, use of hairnets in kitchens and, male staff will
ensure beards or mustaches are neatly trimmed.

Minimal facial studs which are flesh colored are permitted.

Earrings must be of a style which restricts others from pulling on them ie: small hoop or stud.

Necklaces that may be pulled or caught are restricted as are rings or other jewelry which may
scratch a resident or harbor bacteria.

Unless restricted by the operator, care and nursing staff may wear scrubs though preference is
given to those with design that may appeal to residents and reflect a non-institutional
appearance. Casual dress attire may be worn by care and nursing staff though must comply
with stipulations noted elsewhere in this policy.

Pants may include capri’s, long dress shorts or full pants.

Servers wear black cargo style pants with the bibbed aprons provided by the operators.

Cooks wear the cooks’ jackets provided though may remove while working in the kitchen.

Tops must have a small or short sleeve and not expose ones cleavage or midriff.

Logos are strictly prohibited as is camouflage pattern.

Jeans, tank tops, sleeveless tops, t-shirts, tight or suggestive clothing, stretchy material, jogging
suits, leggings or hoodies are strictly prohibited.

Chewing gum and the use of slang is prohibited.
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20.5
Absenteeism, Tardiness and Sick time
You are expected to attend work on time and as per your agreed schedule and, to be alert and ready to
perform the duties associated with your role. Employees with urgent request for an absence from work
are to call the office no less than three (3) hours prior to the start time of your shift and is the
employee’s responsibility. Less time is accepted if scheduling hours restrict ability to provide same, in
which case, AdvoCare accepts that staff for a day shift will notify us immediately upon rising for
expected shift if at the time, one realizes they are ill. Exceptions may also be made for extenuating
circumstances which may result in less notice being accepted. Non urgent requests for time off require
two weeks’ notice.
Employees are reminded of the expectation that they will remain fit and prepared for the work they
are providing. An employee is to advise the company in a timely manner should they require support
in any area including modification to the workplace or their role. The company will make reasonable
accommodations where possible. Any employee who feels they should not attend work because they
may pose a threat to the health of their client, residents or co-workers is to advise the scheduling or
on-call representative immediately.
20.6
Physicians Document and Absenteeism
A physician’s document verifying absenteeism due to illness may be required at the discretion of the
company. Pattern absenteeism or tardiness will be addressed by the company in keeping with labor
practices as we have the right and responsibility to ensure our workforce is in place as per client or
contract requirements. Provision of a physician’s declaration that you are in suitable health including
having the required vaccinations for a health care environment is a condition of hire.
20.7
Annual Flu Vaccination
All employees who have not provided evidence they have received their annual flu vaccine in any
given year may without pay be restricted from working during a flu outbreak (per licensing
requirements). AdvoCare retains the right to ensure a reasonable percentage of their employees have
been vaccinated each year to ensure our workforce is in place as per client or contract requirements
and, requests verification of yearly compliance or, note from physician re personal exemption.
20.8
Gift policy
Those we support may be in positions of vulnerability. Accordingly, it is a policy that as an employee
you must refuse to accept any monetary or other rewards or presents from any resident or individual
with which you have come into contact with as a result of your employment. In the event a resident
insists you accept gifts please confer with the Program Manager or Coordinator. Breach of this rule
may result in disciplinary action up to and including dismissal.
In keeping with AdvoCare policy HRC 02 and, the union’s direction that staff should not set
themselves apart from peers by the provision of gifts (items) or, gifts of time please note that staff are
restricted from providing gifts of any kind to clients or residents nor are they to attend to the client or
resident on other than approved shifts. Should an employee wish to contribute to the well being of
others, we suggest one contacts the recreation manager to explore opportunities to volunteer at the
home in accordance with volunteer guidelines
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20.9
Smoking
Smoking is not permitted on or in close proximity to client or premises, as per WSBC ruling 2008.
20.9a We want our staff to remain healthy!
Sun Life Financial:
If you are on AdvoCare’s extended benefits program, products to help a person quit smoking that
require a prescription are covered up to a lifetime maximum of $500 for each person. This includes an
Employee Assistance Program which is strictly confidential. A booklet regarding the benefits will be
provided to you once you qualify.
Related Websites and Links:

Health Canada
www.hc-sc.gc.ca/hl-vs/tobac-tabac/index_e.html

Canadian Cancer Society
www.cancer.ca

Canadian Health Network
www.canadian-health-network.ca
Smokers Helpline:
It’s free and anonymous; specialists can support you while you make good choices for a healthy
future. 1-866-33AADAC (1-866-332-2322). BC will now cover costs related to smoking cessation
programs and medication – ask your physician for more information!
20.10 Protection of Company, Contract Partner, Employee & Resident Property and Living
and Working Areas.
Respect and protection of company, home and resident property is everyone’s concern. If you find
property missing or damaged, report it to the nurse in charge at the time. Ongoing maintenance issues
are to be recorded by the staff observing them, in the maintenance binder. Should you notice small
spills or, food that appears dated in fridge, take care of at the time. While each home has cleaning and
maintenance staff, it is all of our responsibilities to safeguard work and living areas of the home. A
reminder to ensure yellow “wet floor” signs are placed as required to alert residents, visitors and
coworkers.
Staff is cautioned to follow operating procedures for equipment and report deficiencies or new
learning needs as required. Staff is reminded to ensure proper footwear is worn and that you are rested
and fit for the work required.
Staff is advised of their responsibility to exercise reasonable caution in order to utilize and safeguard
equipment in the manner intended on operating guidelines. Special care and attention is to be given to
call bell phones as replacement costs are over $600. Staff who damage or lose equipment will face
disciplinary action including dismissal. Staff must ensure phones are not immersed or splashed by
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water so special attention when washing dishes, bathing residents, bending over water etc. Phones are
to be secured to lanyards (which are worn around neck) or holster with swivel clip which are attached
to waistband or pocket. Operators of the home you are assigned to may have a deposit system in place
for access (door) fobs. If a deposit is required, it would be returned at the completion of your
employment or, transfer to another work location.
Care staff is reminded to clear items from resident’s personal clothing prior to placing in laundry bags.
Ensure no bulky items are discarded in toilets.
Employees are encouraged not to bring personal items of value or money with them to work. In the
event that you choose to do so, AdvoCare will not be responsible for items or money that go missing.
21
EVALUATION PERIOD & PREFORMANCE REVIEWS
New employees are hired on a probationary period as are those who transfer to a new role. It gives
you a chance to decide whether the job suits you and it allows us time to decide whether your work
performance, skills and abilities meet our requirements. Please refer to collective agreement for details.
21.1
Accomplishment Reviews
Accomplishment reviews are intended to be a constructive and positive experience. The Program
Manager/HR rep. will provide feedback on your performance and help you understand where you
stand relative to the job standards, expectations, goals and objectives. At the same time, the review
provides you with an opportunity to discuss future developmental needs and career aspirations. Your
first review will take place prior to the completion of your probationary period. Thereafter,
performance reviews will be conducted yearly or sooner if requested.
21.2
Terminations
We hope to retain good employees. Just as you are free to leave for any reason, we reserve the same
right to end our relationship with you with notice, for reason not prohibited by law and, in keeping
with our collective agreement. The employee is expected to give at least two weeks’ notice in writing
before voluntarily terminating employment. All company items which were provided pertaining to
your employment here must be returned at the time you resign or are dismissed - this includes all
written materials, name tags, access fobs etc. Refer to the Collective Agreement regarding progressive
discipline and terminations.
22
TELEPHONE USE and CALL BELL SYSTEMS
22.1
Portable Work Phones/Call Bell System/Door Alarms
Portable work phones may be available to staff during shift times and are the property of the facility
owner. All portable phones are connected to a call-bell system which you are responsible for
responding to during work time. Phones are to be carried in the case and clipped onto the lanyard
provided to ensure it doesn’t come into contact with water. In cases where it appears wiser to remove
the phone (ie while leaning over tub of water), you may remove the phone, place in secure location
but then put it back on as soon as task is complete. You are responsible to ensure coverage of their
portable phone by a coworker while on breaks or while working in a restricted area (in some homes,
the Spa room). Phones are to be replaced to appropriate location (usually charger @ care centre) @
end of your shift. Staff may be held responsible for inappropriate use or storage of phone.
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On administration, residents are oriented to the call bell system, as Employees are in their orientation.
1. Staff must answer the call promptly in a timely manner responding by re-assuring the resident
in a courteous voice. Example “Hi Bob/ Helen I will be with you shortly” or if in the case of
an emergency go immediately.
2. The resident will then hear it and be reassured-the telephone rings again to prompt the LTCA
to go and provide assistance to bedroom number as indicated on the phone.
3. On attending the patient call, the LTCA will cancel the call by pressing the call bell-off.
4. Staff may be oriented to other style of call bell system. Staff own responsibility for prompt
attention to any calls received.
Staff is responsible for responding to door alarms each and every time to ensure no resident has
inadvertently left the program are or building via a door to stairwell or exterior door. Staff is to alert
nurse in charge immediately if unable to locate resident(s) who are to be checked on routinely
throughout their shift with special attention to known wanderers.
22.2
Use of personal phones or other communication devices while at work
Staff is prohibited from carrying personal cell phones, text messaging equipment, and/or any
electronic devices with picture-taking capability, while on duty, with the exception of recreation
staff or team leaders who may be asked to do so in order to facilitate quicker access during shift. Staff
may check messages or place personal calls while on breaks away from program areas. While we
appreciate that staff feel it is important to be available for scheduling department or personal calls, the
significant frequency of staff using phones excessively which takes them away from their duties and,
focus of attention being on the residents we care for necessitates us enforcing this rule in all worksites
as does the importance of ensuring residents’ rights are not violated through use of photo or recording
devices without express permission.
Should you answer a company phone while on duty, please identify yourself to the caller and, if taking
a message, ensure you record the information correctly and relay data to the appropriate person in a
timely manner.
22.2a Computers
Staff are restricted from utilizing computers provided other than for approved duties.
23
SOLICITATIONS & DISTRIBUTIONS
As your employer, we respect and encourage employee participation in community activities however,
employees are not to solicit others for such purpose during working time or distribute literature of any
kind in work or care areas. Staff must not solicit donations from residents or ask them to purchase any
items regardless of cause. Staff is not to enter into any contractual agreement with a resident/tenant
in their care.
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24
ADVOCARE PRIVACY POLICY
At AdvoCare, we recognize and adhere to provincial and federal legislation, specifically the privacy
standards established by BC’s Personal Information Protection Act (PIPA), regarding confidentiality
and privacy considerations in regards to client and staff data.
Except for records and information that law requires us to provide, no information about you will be
released unless there is a signed authorization on your file giving permission for the requesting agency
or person your permission.
25
CONFIDENTIALITY GUIDELINES
It is of utmost importance that all matters pertaining to residents and your assignments be kept in
strictest confidence. To ensure ongoing confidentiality and privacy of the residents, please make sure
you close the door to their room and/or draw the curtain(s) in their room when providing care.
Ensure that conversations are held in a private location and that you use a quiet tone of voice as
needed. Information you are privy to is not to be discussed with residents or their family other than in
the context of the goal of our service and your role and, one is prohibited from speaking to one
resident about another. Please place all internal information in the shredding bin(s) provided. DO
NOT DISCARD IN GARBAGE!
26
“PRIDE IN CARING” OUR TRADEMARK Logo!
It has long been known that we pride ourselves in providing residents with the finest of care and
service. We ask our staff to treat others with the same respect and courtesy they would a family
member. There are numerous accounts of staff “Going the Extra Mile” – a soothing massage, a
flower at one’s bedside. Together, as a caring, competent and professional team, we will continue to
excel and grow as health care provider of choice in our community.
27
RISK MANAGEMENT & QUALITY ASSURANCE
27.1
Emergency Readiness Plan
AdvoCare Health Services has an active, comprehensive emergency readiness plan for its community
care operation. Staff will be oriented to and included in ongoing emergency procedures for the home
you are assigned to. Review related manuals and notices routinely.
In facility care, we defer to the emergency plans and codes of the operator (owner) of the care home.
Staff is to maintain familiarity with in home emergency procedures and actively participate in
emergency drills. Emergency Codes include: **ensure you know these codes!
Code Red – fire
Code Blue- cardiac arrest
Code Black - bomb threat
Code Orange – mass casualties/disaster
Code Green – evacuation
Code Yellow – missing resident
Code Brown – hazardous spill
Code Grey – air shutdown
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Power Outage Alert
Please note that during power outages, secured doors automatically are released. Staff are to attend to
such doors to ensure no residents inadvertently leave secure areas.
27.2
CQI (Continuous Quality Improvement) & Risk Management
CQI and Risk Management is everyone’s responsibility. You are a key member of the team who may
observe areas of service, which can be enhanced to bring the best possible care to those we serve.
You are also a key person to identify and report possible risk situations so they can be avoided and
minimized whenever possible. “Risk” may be from a number of sources, visitors leaving matches in
the home etc. Our foremost concern is for the safety and well being of all staff and the residents.
Please use good judgment and common sense in matters of safety, and observe any safety rules set out
by the company and Health & Safety Standards. Work only on tasks that have been assigned to you.
If you are in doubt about your assignment, or the safe way to do it, ask your supervisor. Be committed
to life long learning!
*Reminder: Staff is NEVER permitted to prop doors open.
Any falls, incidents i.e.; needle prick, injuries, or any other incident which, while appearing insignificant
at the time but may result in a health concern, must be reported immediately to the first aide
attendant/nurse in charge. Staff is to obtain emergency or non-emergency medical consultation
following any workplace injury. In the event of a workplace injury/disease, Advocare requires
the Worksafe BC form “6A” to be completed by the employee, signed and dated, and
submitted to the AdvoCare office within 48 hours of injury. A Form 6A is included near the end
of this handbook and is also available at the program area in each neighborhood or cottage, and also
in the staff room.
Unusual or aggressive behavior from a resident is to be reported to the nurse in charge and
documented.
27.3 Right to Refuse Unsafe Work and, Safety considerations for those working alone or at
night.
If you have reason to believe that any task or the environment is likely to endanger you or a coworker, speak to your supervisor or, the nurse in charge immediately and, record concerns on an
observation memo and submit to AdvoCare office. You are encouraged to participate in the Health &
Safety Committee which may be included in this and other day to day activities which may affect your
work environment. Please refer to Policy RM 07 and, WSBC Regulations 3.9-3.13 regarding Rights
related to Refusal of Unsafe work.
Staff is to park in nearby well lit areas and we suggest doors remain locked to your vehicles. When
exiting the home at night, strive to exit along with coworkers at same time.
27.4
Roles and Responsibilities
You will be oriented to the shift routines, roles & responsibility for the home you will be assigned in
and as they relate to your discipline (title). One must ensure adherence to the shift routines and
processes of the operator. Do confer with your direct supervisor for the department you are assigned
to or should you need further support or clarification.
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Alert to Nurses should they accept responsibility to mentor a student nurse
Nurses are reminded of their roles and responsibilities as they relate to the worksite but also
incumbent in one’s license or registration as a nurse at all times. Schools of nursing have responsibility
for the placement, continued mentorship and supervision of students on practicum placements. It is
also crucial that you, as the nurse, be aware of what tasks the student nurse may undertake and, the
level of supervision the student requires. Please review the agreements and practicum guidelines from
the school before delegating any tasks. Should there be any questions, please confer with your
Program Manager or, the liaison from the school of nursing. Ultimately, you, as the nurse for the
program area and/or, nurse in charge, carry ultimate responsibility for the care of the residents.
The operator enters into the agreement to accept students from the school of nursing and ensures
there is agreement in place regarding scope of practice, routine supervision of the student from the
instructor and, clarification in writing regarding the scope of the student and related level of
supervision required by the nurse on a weekly basis. AdvoCare nurses are cautioned not to proceed
until such agreements are in place and, guidelines readily available to follow. “
27.5 Infection Control Practices
Routine Practices & Infection Control
Infection control is a term that describes ways of preventing infections for residents and you. Routine
Practices are followed to protect caregivers from coming in contact with blood or body fluids. These
precautions apply to blood, body fluids containing blood, semen, vaginal secretions, cerebrospinal
fluid, pleural fluid, peritoneal fluid, pericardial fluid and symbiotic fluid, feces, vomit, urine or drainage
from open wounds.

Clean up spills promptly using absorbent material first then clean more thoroughly as per
facility policy.

Soiled items are to be double bagged before discarding. Soiled sharps of course will be in
sharp’s container only.

Personnel will wear gloves when:
o Performing any procedure, which could involve exposure to blood and/or body fluids
ALWAYS treat as potentially infectious!
o Staff has lesions or weeping dermatitis.
o Cleaning surfaces or instruments that may be contaminated.
o Disposing of anything that is soiled with blood or other infectious fluids.
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
Hand washing is the most effective way of preventing transmission of infections. Use warm
soapy lather & running water. Keep your hands in good condition to prevent chapping, keep
nails trimmed and clean. Wash your hands thoroughly before and after any client contact and
after removing medical gloves.

Adhere to stringent hand-washing practices. Remain aware of the risk for cross contamination
and be mindful of the steps to avoid cross contamination. Avoid areas of facility it is
unnecessary to be in, washing your hands after leaving the premises (we provide a waterless
hand wash system to carry in your bag or car.)
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
Keep soiled laundry in specific area. Use gloves when handling soiled, wet or damp fabrics.

Garbage should be disposed of in proper bags to avoid leakage. Double bag when items
potentially infectious. When bags are full, tie at the top and dispose of by dropping in the
garbage container. Do not compress bags with your hands. Wash hands thoroughly
afterwards.

Wash hands thoroughly before and after food preparation. Dishes should be washed in warm
soapy water. Use a cutting board to cut raw meat and clean board thoroughly after use. All
surfaces touched should be cleaned after use.

Pregnant caregivers are at no greater risk of HIV transmission, but should avoid direct contact
with someone who is infected with CMV, Toxoplasmosis, Chicken Pox or Herpes. If unsure
of your risks, please check with the office.

All caregivers are required to report evidence of infectious diseases/process specific to clients
and to report any personal reportable infections to the HR department or program manger.

The company reserves the right and ability to restrict employees from the home if the
employee appears to have an infectious process which could have an impact on coworkers or
those we serve. In such instances, the employee will be reimbursed based on employment
standards. (RM 02: Infection Control Practices)
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28
Universal Fall Precautions
* ALL residents are at risk for falls
* EVERYONE has a role in fall prevention
afe environment




No bed rails unless assessed otherwise
Pathways clear of clutter and tripping hazards
Bed and chair brakes are “on” for safe transfers
Lights are working and “on” as required
ssist with mobility




Mobilize at least 2x/day, as appropriate
Safe and regular toileting
Document and post resident’s transfer/mobility status
Glasses, hearing and mobility aides within resident’s reach
all risk reduction




Call bell within resident’s reach
Bed lowered to appropriate height
Personal items within resident’s reach
Proper footwear available and in use
ngage resident and family
 Discuss risk factors and interventions with resident and family
 Develop Fall/Injury Prevention Plan with resident and family
 Remind to ask for help and wait 20 seconds before standing
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29
Keeping Safe from Falls- 3 Easy Questions
Keeping
from falls
Ask these 3 questions before leaving the
resident’s room:
 Do you need to use the toilet?
 Do you have any pain or
discomfort?
 Do you need anything before I
leave?
Asking these simple questions
before you leave the room can:
 decrease the chance of a fall
 decrease the use of a call bell
 increase resident satisfaction
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30
WORKPLACE HAZARDOUS MATERIAL SYSTEM (WHMIS)
AdvoCare supports a working environment that is safe and healthy for every person at all times.
WHMIS is a national system designed to ensure that everyone working with chemicals is properly
informed and uses them according to health and safety procedures. WHMIS certification is required as
a condition of hire though, the company accepts those who had it included within their curriculum.
WHMIS applies to hazardous materials known as controlled products. All employees will review this
handout upon hire and periodically throughout employment. Yearly reviews are conducted by the
education department and all staff will be required to complete an annual quiz on this topic. WHMIS
gives everyone in the workplace the right to know about the hazards of materials used in the
workplace. It does this by means of:
a) Warning labels on the containers of hazardous materials;
b) Material safety data sheets (MSDS) to supplement the label with detailed hazards and
precautionary information; and
c) Worker training programs on how to use the information.
d) WHMIS rules apply in every province and territory, as well as workplaces covered by federal
law.
30.1
Purpose of WHMIS
WHMIS is designed to give all working Canadians a uniform and appropriate quantity and quality of
information about hazardous materials used in the workplace. WSBC dictates that all staff receive a
WHMIS review annually and, non care or nursing staff must provide evidence they have received
WHMIS certification as a condition of hire. Basically, the three goals of WHMIS are:
 To provide information about hazardous materials.

To help identify hazards in the workplace.

To ensure the consistency of information about hazardous materials in all Canadian
workplaces.
WHMIS is able to meet these three goals without compromising confidential business information or
trade secrets. The flow of information about hazardous materials under WHMIS goes from
producers, suppliers and importers to employers and from employers to workers who use those
materials in the workplace. The information is contained on Labels and Material Safety Data Sheets.
All hazardous materials used in the workplace will be labeled with a valid supplier or workplace label.
No employee will deface or remove labels and will report defaced or missing labels to their supervisor
immediately.
The person receiving new products will ensure it is properly labeled and a copy of MSDS is placed in
the MSDS binder. Managers are responsible to ensure receipt of a Material Safety Data Sheet (MSDS)
from a supplier for every controlled product purchased. As well, they must make these sheets
available to all staff upon request. MSDS shall be stored in a three ringed binder, appropriately labeled
for MSDS, or on computer and shall be readily accessible to all Employees. The MSDS describes the
hazard created by the product, safe handling procedures and the steps to take if you come into contact
with the product. Employees are responsible for knowing where these are located. Employees must
always check the MSDS, if they have not handled the product before, or are unsure about the proper
procedure. A container of any controlled product will be labeled according to its hazard and the
MSDS will be available to anyone dealing with it.
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All workers will wear personal protective equipment as required.
30.2
MSDS
The three parts of WHMIS information delivery are:
 Labels

MSDS (Materials Safety Data Sheet)

Worker Training

The two types of labels are:

30.3

Supplier labels

Workplace labels
Workplace labels must include: Name of the product, Safety precautions, and Reference to the
MSDS
The Nine categories of Information of MSDS
1. Hazardous ingredients – to provide information on the name, concentration and toxicity of
each hazardous ingredient of a controlled product.
2. Preparation information – means the name and phone number of the person or group who
prepared the MSDS, and the date of the preparation.
3. Product information – to identify the product, the supplier/manufacturer, and to describe the
use of the product.
4. Physical data – information that describes the physical properties of the product, such as
whether the product is a solid, liquid or gas.
5. Fire or explosion hazard – include information on how likely the product is to ignite or
explode under various conditions.
6. Reactivity data – provides information on the chemical stability of the product, and how likely
it is to react with other chemicals.
7. Toxicological properties – provides information on how the product enters the body and what
its short and long-term health affects are.
8. Preventative measures – provides information on the measures to protect worker health and
safety during the transportation, storage, use and disposal of the product, as well as emergency
procedures.
9. First Aid measures – provides information for the safe evacuation and immediate treatment of
anyone overexposed to a controlled product.
It is the employer’s responsibility to educate any employee who works with or near hazardous agents.
The education program must be workplace specific.
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30.4
Supplier Responsibilities
a) Determine which products are controlled
b) Obtain, prepare and provide information via labels and MSDS
c) Revise and update information as necessary and once every three years
d) The labels must be in English and French
30.5
Employer Responsibilities
a) Workplace labels on all hazardous materials
b) MSDS for each controlled product
c) Assessment of products produced
d) Worker education and training
e) Provision of information in medical emergencies
30.6
Worker Responsibilities
a) To work in compliance with the Act and regulations
b) Participate in training
c) Apply knowledge
30.7
Classification of Hazardous Material
The classifications of hazardous materials are:
CLASS A: Compressed Gas
CLASS B: Flammable and Combustible material
CLASS C: Oxidizing Material
CLASS D: Poisonous and Infectious Material which includes:
a) Materials causing immediate serious toxic effects
b) Materials causing other toxic effects
c) Biohazardous Infectious Materials
CLASS E: Corrosive Material
CLASS F: Dangerously Reactive Materials
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31
SYMBOLS & LABEL WHMIS LOGO & SYMBOLS
31.1
WHMIS Logo
WHMIS logo color
Blue pantone 293
Orange pantone 151
WHMIS logo black
WHMIS label border
31.2
WHMIS HAZARAD SYMBOLS
There are eight WHMIS hazard symbols. Employers must train workers to recognize these symbols
and to know what they mean.
CLASS A: COMPRESSED GAS
This class includes compressed gases, dissolved gases, and gases
liquefied by compression or refrigeration.
CLASS B: FLAMMABLE AND COMBUSTIBLE
MATERIAL
This class includes solids, liquids, and gases capable of catching fire
in the presence of a spark or open flame under normal working
conditions.
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CLASS C: OXIDIZING MATERIAL
These materials increase the risk of fire if they come in contact with
flammable or combustible materials.
CLASS D: POISONOUS AND INFECTIOUS MATERIAL
Division 1: Materials Causing Immediate and Serious Toxic
Effects
These materials can cause death or immediate injury when a person
is exposed to small amounts. Examples: sodium cyanide, hydrogen
sulphide.
CLASS D: POISONOUS AND INFECTIOUS MATERIAL
Division 2: Materials Causing Other Toxic EFFECTS
These materials can cause life-threatening and serious long-term
health problems as well as less severe but immediate reactions in a
person who is repeatedly exposed to small amounts.
CLASS D: POISONOUS AND INFECTIOUS MATERIAL
Division 3: Biohazardous Infectious MATERIAL
These materials contain harmful micro-organisms that have been
classified into Risk Groups 2, 3, and 4 as determined by the World
Health Organization (WHO) or the Medical Research Council of
Canada.
CLASS E: CORROSIVE MATERIAL
This class includes caustic and acid materials that can destroy the
skin or eat through metals. Examples: sodium hydroxide,
hydrochloric acid, nitric acid.
CLASS F: DANGEROUSLY REACTIVE MATERIAL
These products may self-react dangerously (for example, they may
explode) upon standing or when exposed to physical shock or to
increased pressure or temperature, or they emit toxic gases when
exposed to water.
32
GENERAL DOCUMENTATION GUIDE
Staff is to document according to the policy of the operator utilizing their approved forms and, those
provided by AdvoCare. A reminder that all documentation is to adhere to standards as follow:
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All entries must be signed by the person writing them, along with their classification.

Do not leave blank lines between entries.
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
If the line is not full, draw a single line to the end of that line or to the signature.

Write exact time of entries – do not round off or chart in blocks; i.e. 0800 – 1600 hours is
unacceptable.

Strive to document actions and observations as close to the actual time occurrence as feasible.

Late notes: The staff must write down the time of entry and refer to the actual time of the
situation being referred to in the notes.

To correct an error, draw a single line through the error and write “error” above that line and
initial it.
Ensure your notes are objective in nature and are not a forum for making accusatory or
derogatory remarks about coworkers or others.
Subjectively – affected by personal emotion and bias.
Objectively – not influenced by personal feelings or opinions.
Objective reports should not contain the words: “I think”, “I believe”, “she seemed”….all of
these are leaders into personal opinions and bias. Be concise, record only the essential facts
and stay observant but detached.
“Cheat sheets” are discouraged as this practice leads to errors and gaps in timely
communication and documentation. Staff is advised to utilize the company’s and the contract
partner’s approved avenues of communication and documentation. Should an employee
choose to use “cheat sheets” during a shift, please ensure the following to minimize associated
risk.: a) Do not allow the practice to replace required documentation at the time, b) Avoid
sharing your cheat sheet notes with others as they may be incomplete etc., c) Ensure such
notes are placed in appropriate box for shredding (not brought home in pocket etc) and d) be
mindful of your responsibility to ensure approved and proper avenues to communicate, report
& document are complete.





33
MEAL PLANNING, DELIVERY & SUPPORT OF LIBERALIZED
NUTRITION
We recognize that proper nutrition is of significant value to a person's health, enjoyment and sense of
well being. Accordingly, AdvoCare adheres to public health, food safe guidelines and, related policies
and procedures as directed by contract partners regarding food storage, preparation and serving.
Items placed in fridges must be dated & initialed by staff placing them there and contents of fridges
checked daily to ensure dated items are discarded routinely.
AdvoCare recognizes residents’ right to choose and support such choice though, foster environments
where individuals are making informed decisions where possible and reasonable. In general, AdvoCare
defers to the direction of the dietician and/or Director of Nursing in homes to which we may be
providing care in. AdvoCare strives to offer healthy choices and, where indicated to minimize risk,
modification of food products as recommended by a Speech and Language Pathologist.
Where provision of a food or beverage is likely to cause significant harm (ie: choking risk, brittle
diabetic) and, the client or resident is unable to make an informed decision (weigh risks and benefits),
AdvoCare employees will refrain from providing the substance considered harmful and will offer an
appealing alternative or, consult with the nurse in charge for further direction. AdvoCare will
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collaborate with contract partners and/or health care professionals – specifically a Registered Dietician
or Speech and Language Pathologist - to gain agreement on acceptable care plan/resident day.
Maintaining Food Safe certification is a condition of hire. Should you need to renew yours, please visit
www.foodsafe.ca for more information (and provide evidence of completion to local office for HR
purposes).
General Guidelines
1. Client's religious beliefs and cultural preferences will be respected and accommodated where
possible.
2. Diet restrictions or modifications as recommended by a client's physician, diabetic consultant
and/or dietician will be adhered to however, a client or residents’ right to choose will be respected
as per statement of this policy and, in agreement with a facility’s Director of Care and/or
Dietician.
3. Staff will have access to meal planning suggestions and special recipes (See Binder in Staff area
"Meal Planning and Special Recipes").
4. Teaching opportunities which may be of benefit to clients and staff will be utilized, and clients will
be involved in meal planning where possible.
5. Canada's Food Guide will serve as a guideline for nutritional requirements.
6. Within a long term care environment where the focus is on quality of daily life and, persons may
need incentive to eat, regular diets will be the diet of choice. Alternative diets will be adhered to as
directed by the dietician and, modifications to texture as directed by the dietician or speech and
language pathologist.
7. Staff will encourage hydration (unless restricted) through frequent offerings of water and other
non caffeinated beverages.
8. Staff will support adequate nutrition (unless restricted) through regular offerings of high
vitamin/protein/roughage snacks which are in addition to regularly planned meals.
9. Staff will modify the texture of food (unless restricted) to aid with chewing and swallowing. If
unsure whether modification or offering of a food is permitted, the staff will consult with a nurse
or care manager. Examples of this practice may include blending dry cake with cream or ice cream
to become acceptable texture for one with swallowing issues.
10. Staff will report to coworkers/document for next shift if a resident/client has not eaten well so
that more food or fluids can be offered in upcoming shifts.
11. Fortified drinks and puddings will be available as will supplementary snacks.
12. Staff will be empowered to document and report should they have concerns that a client’s
nutritional requirements are not being met.
13. Special consideration, consultation and education will be sought if meal planning and support for
clients with eating disorders such as Prader-Willi, anorexia, Pica, Bulimia etc.
14. Staff will document as per AdvoCare's documentation guidelines by exception regarding
observations or challenges associated with meal planning or tolerance.
15. Staff will report urgent needs to the facility nurse immediately.
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16. Staff will, in the home environment, support clients with urgent health issue ie: choking, within
their area of competency and/or contact 911. As time permits, the AdvoCare office will be
notified.
17. Every effort will be made to serve meals in an esthetically pleasing manner and one by which the
client /resident can access effectively and safety. Staff will ensure dialogue during the dining
experience is pleasant and focused on the client or resident.
18. Staff involved in meal preparation or serving will possess a Food Safe certificate.
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34 Observation Memo For Program Area
_____________________
Please utilize this form for outstanding issues which require the attention of an AdvoCare manager regarding
issues or opportunities related to care or safety in the home (ONLY). This is NOT TO BE USED to complain
about working or other relationships you may have with others in the home. Staff to ensure they adhere to
approved and required avenues of documentation in the home (communication book, maintenance book etc.).
This tool does not replace that primary need. Only those reports which are submitted according to professional
documentation practises will be accepted – signed, dated, written in objective, evidence based manner etc.
Please select the type of Memo you are describing:
Employee Safety/Concerns
Resident Safety/Concerns
Policies and Procedures
Scheduling
Harassment
Other
Job Well Done/Positive Feedback
Educational Requirements
Date of Report: _____________ Date & Time of Incident: _________________________________________
Staff completing memo________________________________________________________________________
Please attach additional pages if necessary
Where did the incident occur:______________________________________________________________________
_______________________________________________________________________________________________
What happened: _________________________________________________________________________________
_______________________________________________________________________________________________
_______________________________________________________________________________________________
_______________________________________________________________________________________________
_______________________________________________________________________________________________
*Who was involved: ______________________________________________________________________________
_______________________________________________________________________________________________
_______________________________________________________________________________________________
*Who saw or heard the incident: ___________________________________________________________________
_______________________________________________________________________________________________
_______________________________________________________________________________________________
* Please provide full names and positions, full names of residents and/or guests/ family members involved in
the incident, affected by the incident or who saw/heard the incident.
Comments: _____________________________________________________________________________________
_______________________________________________________________________________________________
_______________________________________________________________________________________________
_______________________________________________________________________________________________
_______________________________________________________________________________________________
Action Plan: ____________________________________________________________________________________
_______________________________________________________________________________________________
_______________________________________________________________________________________________
_______________________________________________________________________________________________
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35 POLICY: Abuse Free Environment
Reviewed Date: 11/29/11
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Statement
At AdvoCare Health Services, we maintain and support a care and work environment that is free of
harassment and discrimination and, ensures staff, residents, tenants, contract, community partners,
contract partners, other contracted personnel in the worksite and visitors are treated with respect.
Staff will be made aware of this policy during the Employee Information Session. Staff must sign
agreement to understanding and abiding by this policy and will be empowered to address and report
any incidents of harassment, abuse, bullying, violence or discrimination. Employees must agree in
writing to the principles of the Code of Professional Conduct which reflects the Health Care
Professionals Act and one’s Duty to Report.
Residents receive the Provincial Resident Bill of Rights which is made available to them or their
representative from the operator.
AdvoCare’s employees shall remain mindful of tenants and residents’ rights regarding selfdetermination. This refers to adults rights to live in the manner they wish and to accept or refuse
support, assistance or protection as long as they do not harm others and they are capable of making
decisions about those matters. Adults are presumed capable of making decisions about their health
and personal care, legal and financial matters until the contrary is demonstrated. Please refer to
document CMd 3b “Basic Differences between Independent Care and Complex Care” regarding
differences between role of staff supporting tenants or residents in assisted living versus complex care
homes.
AdvoCare recognizes there are situations especially in health care where a significant percentage of
residents present with dementia and other mental health issues where, the ability to reason is
significantly compromised. As AdvoCare strives to advocate for a care and work environment free of
harassment, bullying, violence or discrimination, we recognize there may be limitations in the actions
we take with those whose cognition is comprised. If while supporting such individuals, an employee
makes the staff member feel uncomfortable, they are to report the situation to the nurse in charge for
support and guidance and, if not resolved to their satisfaction, to one’s direct supervisor. Interaction
which may instill discomfort includes but is not limited to discomfort caused because of
discriminatory statements made by the residents, suggestive comments or actions and negative
commentary. In situations where we are not able to change the behavior of the resident or, increase
the comfort level of the employee through education and support and have determined withdrawing
care is not justified, the employee may request in writing to be reassigned and AdvoCare will do all it
can to accommodate this request. Similarly, if a resident or their advocate requests that a specific
employee not provide care, to respect the personal privacy and dignity of the client and avoid putting
the staff member into an uncomfortable situation, and after reasonable efforts to remedy the situation
and considering all options, the resident’s request will be respected unless doing so negatively impacts
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the overall care and wellbeing of other residents and staff. Such discussions will include the Site
Leader and DOC/Program Manager and/or HR Director.
Related Definitions – Please also refer to Policy A 21
Abuse: Deliberate mistreatment of an adult that causes the adult physical, mental or emotional harm
or, damage to or loss of assets.
Domestic Violence: Domestic violence is a pattern of behavior used by one person to gain power
and control over another with whom he/she has or has had an intimate relationship. Domestic
violence is Workplace Violence as soon as it occurs in the workplace and can threaten the safety of
not only the employee victim but also his or her coworker, supervisors and clients.
Neglect: Failure to provide necessary care, assistance, guidance or attention to an adult that causes, or
is reasonably likely to cause within a short period of time, the adult serious physical, mental or
emotional harm or substantial damage to or loss of assets.
Self-neglect: Failure of an adult to take care of him/herself that causes, or is reasonably likely to cause
within a short period of time, serious physical or mental harm or substantial damage to or loss of
assets.
Workplace Bullying: Repeated and persistent negative acts towards one or more individuals, which
involve a perceived power imbalance and create a hostile work environment. Bullying may also be
known as mobbing, abuse, workplace aggression, horizontal or lateral violence, victimization and
social undermining.
Workplace Violence: The exercise or attempt of physical force by a person against a worker, in a
workplace that causes or could cause physical injury to the worker; a statement or behavior that it is
reasonable for the worker to interpret as a threat to exercise physical force against the workers, in a
workplace, that could cause physical injury to that worker
Application
1. The HR Director/VP of Operations and CEO will be made aware of allegations related to
discrimination, abuse or harassment so prompt investigation and intervention can occur in
keeping with the Adult Guardianship Act and Regulations, Residential Care Legislation or, for
employees, Employee Standards and Labor Relations guidelines. Abuse or neglect in any form
will not be tolerated.
2. The Program Manager will ensure the Site Leader/Administrator is kept aware of concerns
and investigations underway from the employer’s position including, providing evidence as
required to fully investigate and resolve matters.
3. The Site Leader/Administrator serves as primary contact for licensing investigations however,
AdvoCare participates in investigatory meetings upon request and makes affected employees
available for interviews by licensing.
4. Abuse may include physical or emotional harm or, destruction or theft of resident, tenant,
operator’s, employer’s or co-worker’s property. Abuse may include intimidation, physical or
sexual assault, invasion of personal property or privacy, over or under medicating, restricting
choice or access, intimidation, exploitation and/or failing to report or meet the needs of the
client or others.
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5. Abuse can take the form of harassment as well which may include the initiation or spreading
of falsehoods about another and will not be tolerated in the workplace.
6. Abuse can occur in the written form as well so staff is cautioned to not utilize accepted
avenues of communication for purposes of threats, harassment, intimidation or accusations.
Ensure all communication, oral or written, is objective and professional in nature.
7. Refer to policy RM 10 for more information specific to preventing violence in the workplace
including, the topic of horizontal violence.
8. The HR Director, VP of Operations and CEO will be apprised of each reported incident of
abuse, harassment or discrimination from or about a staff member immediately upon receipt
of such a complaint and will ensure outcomes of subsequent investigations that indicate
possible litigious incidents are reported to the company Director.
9. Matters that may trigger reporting to the BC Care Aide registry will be reviewed by a company
Director and, approved by John Manton President prior to reporting.
10. Those involved in addressing any complaints or incidents of discrimination, abuse, neglect or
harassment will maintain strict confidentiality. AdvoCare strives to protect he anonymity of
those involved however, cannot assure that names or details which may lead others to deduce
the source of data, can be strictly controlled.
11. Employees who knowingly allow their refusal to account for their behavior or conduct ie:
decline to disclose relevant facts or intentionally mislead others are subject to discipline if such
action serves to damage the legitimate business interest of the employer or compromise the
well-being of those we serve.
12. Each complaint of harassment or discrimination will be documented and addressed as an
incident. The incident report will generate the further report documents, interventions, followups and debriefing and will be included in the semiannual Incident Report Summary.
13. Complainants maintain the right to contact the Human Rights Commission as well as their
union representative should they feel the matter has not been resolved to their satisfaction.
14. Sexually explicit, religious, political or other controversial material within the workplace is not
permitted.
15. A staff member involved in acts of discrimination, harassment, neglect or abuse will be
disciplined up to and including termination.
16. Employees are made aware of these principles at time of hire and, at annual education sessions
and, throughout the year where need and opportunities arises.
Please refer as well to policy RM10 Preventing Violence in the Workplace for employees.
Policy RM11 is to be posted in staff areas at each worksite and, at AdvoCare office.
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36 POLICY: Non Restraint/Restraint Considerations
Reviewed Date: 01/27/2009
Reviewed by: PG
Approved Date: 01/27/2009
Approved by: PG
Released Date: 11/10/2011
Released by: NS
Statement
AdvoCare recognizes that there are variations of non-restraint policies and related equipment such as
bed and chair alarms and defers to the policies of the operator we are in contracts with. Employees
must agree to AdvoCare’s policies which mirror those of the health authorities, regarding abuse and
restraint free care as a condition of hire.
AdvoCare recognizes that its’ employees may be working under the direction of external consultants
such as a physiotherapist or occupational therapist and, ensures employees receive appropriate support
for any new learning or direction required.
Definitions related to this policy:
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Restraint – the use of chemical, electronic, mechanical, psychological, physical or other means
of controlling a person in care’s freedom of movement, without the person’s in care’s consent.
This does not include an electronic device that is only used to monitor the whereabouts of a
person in care.
Chemical Restraint – the administration of any medication that incapacitates the person in
care.
Environmental Restraint – any action or location utilized to restrict physical or social
freedom.
Mechanical Restraint – Includes vests, mittens, back closing lap belts or seat belts, front
closure seat belts which residents can’t open, geri-chairs, table tops, lap trays, positioning
devices, side rails and brakes on wheelchairs.
Psychological Restraint – use of force by one or more persons. This is justified only in an
emergency situation when dealing with an aggressive, violent resident.
Physical Restraint – defined as any manual method, or any physical or mechanical device,
material, or equipment, that is attached or adjacent to the person’s body that the person
cannot remove easily, and that does, or has the potential to restrict the resident’s freedom of
movement or normal access to his/her body.
Application
Care of residents will be according to a non restraint approach. Restraints will be considered a very
unusual occurrence and will be permitted only when all alternatives have been considered, tried and
failed and, are approved by the physician, Director of Care of the facility and in conjunction with the
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case manager from the health authority. In such cases a risk management plan must be in place which
includes frequency of resident checks (typically every 15 minutes).
Staff will recognize that the use of restraints INCREASES caregiver responsibility. Ongoing
assessment, monitoring and evaluation will occur as per the Emergency Restraint Policy – Restraint
Free Environment (Central Okanagan Residential Services Residential Care Manual) highlights of
which include:
 Restraints will only be used (as a temporary measure) in an emergency situation where it is
required to prevent serious physical harm to the resident or others, and
 If the person in care consents to the use of the restraint and an Interdisciplinary Assessment
has been completed.
Safety and security devices may include coded or alarmed doors and bedside monitors or bed alarms.
Safety devices or restraints must NEVER be used for convenience of staff or, as a substitute for
effective care. Caregivers must know when and how to use such devices. Review for the need of such
equipment will occur as per the policy/direction of the nursing/rehab team. Caregivers must ensure
direction for use is from a nurse and, is clearly indicated on the residents’ day/plan of care.
Caregivers MUST maintain awareness of the risks associated with the use of any form of restraint and
monitor usage/residents’ status accordingly. Caregivers MUST intercede and report apparent risk
immediately to a nurse. Staff must understand why monitoring is vital and subsequently ensure the
resident being restrained is monitored (according to the operator’s policy which is typically every 15
minutes) and such monitoring is monitored on the facility’s Safety Monitoring for Temporary Physical
Restraints form.
All mechanical safety devices must be manufactured by a recognized health service provider and NOT
have been modified in any way.
Positional devices may include:
 Tilt recliner wheelchair
 Wheelchair trays
 Go chairs pedal chair
 Commode with front closure seat belt
 Safety belts with front closures
Side rails alone are not a deterrent to a confused resident. To ensure safety and comfort:
 Side rails – if and where they are approved - must be in good working condition,
 Rails will be securely fastened to the bed frame (exception is use of ½ rails in home care
environment),
 ½ rails are preferred over full rails,
 One full rail is preferred over 2 full rails and where full rails have been approved by the
physio/nursing team, a risk management plan must be in place,
 There must be minimal space between the side rails and the mattress,
 Call bell and other personal items the resident may want are within reach,
 For those deemed at risk, a skil (bed or chair) alarm in utilized and,
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
The bed is in the lowest position possible while the resident is resting.
Rather than restraints, the following options are to be considered:
 Provide companionship and supervision through family, friend, volunteers, co-residents,
caregivers, added care and others,
 Provide physical and diversionary recreation including music, exercise, outdoor walks etc.,
 Maintain as home like environment for the residents as possible including having familiar
things in their room etc.,
 Help residents feel safe and secure in the care environment,
 Implement psychosocial interventions based on the activities, interest and habits which have
been part of the resident’s life and culture.
 Use environmental measures such as adequate lighting, glare reduction, individualized seating,
coded doors, non-slip strips on the floor, well placed furniture, decreased stimulation or
increased diversion.
 Individualized care planning,
 Seating and related OT assessments and plans,
 Visual barriers (camouflage) and secure doors,
 Beds without side rails though ½ rails may be indicated to provide comfort,
 Crash mat (mattress) on floor beside bed when resting,
 Appropriate assistive devices for mobility including proper footwear,
 Anti-tip devices on wheelchairs,
 Decreased or increased lighting as needed,
 Lowered beds – some can be 7 inches from ground, typical is 19 inches and maximum is 31
inches and
 Alarm systems – bed/chair pressure devices.
Residents should be assessed to determine why he/she might be confused or agitated. Further
investigation is warranted if there is a positive answer to any of the following:
 Did the symptoms appear suddenly?
 Does the resident have a history of UTI
 Are Coryzal (cold) symptoms present?
 Is the B12 below normal limits?
 Is the hemoglobin within normal limits?
 Is there an electrolyte imbalance?
 Does she/he have a catheter?
 Is he/she constipated?
 Is he/she having pain? Observe for non –verbal S&S.
 Has thyroid function been tested?
 Is he/she taking a psychotropic or hypnotic drug?
 Has a medication been added or discontinued?
 Have medications requiring serum levels been checked i.e.: Digoxin?
 Is a restraining device being used?
 Has there been recent surgery requiring general anesthetic?
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Is his/her nutritional status poor?
Has there been a recent fall with behavior change?
Has he/she been isolated from sensory stimulation?
Is there a sensory loss?
Has he/she been relocated recently?
Are there symptoms of clinical depression?
Has he/she suffered a recent loss?
Is there a history of alcohol and/or drug misuse or abuse?
Refer also to Adult Care Regulations
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37 POLICY: Preventing Violence In The Workplace
Reviewed Date: 04/19/12
Reviewed by: PG
Approved Date: 04/19/12
Approved by: PG
Released Date: 04/19/12
Released by: PG
Statement
At AdvoCare Health Services, we maintain that staff has the right to work in a violence-free workplace
and that residents, tenants and others have the right to receive care and/or reside in an environment
free from violence in any manner. AdvoCare takes action to prevent violence in the workplace
through education, awareness and management which includes how to recognize potential of,
minimize exposure to, and respond to violence in the workplace.
AdvoCare notes that the health care field carries with it a greater risk of aggression/responsive or
defensive behaviors where there may be no intent to cause harm specifically supporting adults with
underlying physical and psychological conditions however, takes those actions necessary to empower
staff to work safely, report concerns and work within the team and medical community to investigate
and mitigate further risk.
AdvoCare recognizes the potential for violence in the workplace stemming from client (aka resident)
to worker/worker to client/client to client/supervisor to worker/worker to supervisor and worker to
worker relationships. AdvoCare also recognizes that domestic violence is workplace violence once it
enters the workplace and must therefore also be considered.
AdvoCare enters into contract partnerships with those who value and are in compliance with best
practices to support a work and care environment which is free of violence.
Refer to AdvoCare documents RM11 Abuse Free Environment, HRC f06a Code of Professional
Conduct and, A 21 Approved Definitions, as well as OH&S Regulations 4.28 to 4.30.
Application
 Potential AdvoCare employees review and sign agreement to Preventing Workplace Violence
guidelines during the Employee Information Session – prior to entering the worksite. These
guidelines and other supporting documents or in-service education sessions will be provided as
per AdvoCare’s Annual Education Calendar (HRRf03h).
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The clinical team evaluates indicators for potential or demonstrated aggressive or defensive
behaviors when determining suitability for placement of a resident in the care environment
given available resources, staffing levels and physical environment.
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The clinical team ensures a plan of care is in place for each resident which includes tips for
comfort, safety and risk management plans as required. The resident is reassessed routinely
and associated plans of care/Residents’ Days are updated and, relayed to staff.

Care conferences or other information sharing and education which may be formal or
informal in nature occurs proactively and routinely.
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Annual Violence and Aggression Hazard Risk Assessments will be completed for all
designations at each site, including staff input. These will be completed more often, as
necessary, especially if any change to work or program processes may indicate an increased risk
of violence/ aggression in the workplace.
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In addition to guidance and interventions by the nurse, the employee is supported through
ongoing education regarding the needs of the residents we serve which includes understanding
of dementia, responsive (or defensive) behaviors and, related care needs as well as risk
management strategies.
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Incident reports reflecting defensive or aggressive behavior will trigger debriefing, support to
staff and resident and care management strategies to further mitigate risk. Such meetings are
inclusive of all affected staff.
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If a resident or other in the worksite treats a staff member in a way which makes the staff
member feel uncomfortable, the employee is to report the concern to the nurse in charge and,
to their supervisor verbally or by an Observation Memo. This includes but is not limited to,
discomfort caused by discriminatory statements made by the resident. AdvoCare recognizes
there are situations in health care where a significant percentage of clients/residents present
with dementia and other mental health issues where, the ability to reason is significantly or
totally lacking. As AdvoCare supports a work environment free of harassment, bullying,
violence or discrimination, we recognize there may be limitations in the actions we take with
those whose cognition is compromised. If such a resident/client treats a staff member in a way
which makes the staff member feel uncomfortable, they are to report the situation to a
supervisor. In situations where the employer, in isolation or in conjunction with the operator
and/or medical community are not able to change the behavior of the resident and have
determined withdrawing care is not justified, the staff member may request in writing to be
reassigned and AdvoCare will strive to accommodate this request. Similarly, if a resident
requests that a staff member not provide care, to respect the personal privacy and dignity of
the resident and avoid putting the staff member into an uncomfortable situation, and after
reasonable efforts to remedy the situation and considering all options, the residents request
will be respected.

Reports of aggression, hostility, bullying or violence will be handled as an incident and needs
to be reported on the required WSBC form and an Incident Report will be generated. A
violent incident must be reported whenever an employee is threatened verbally or physically, at
risk of being injured or harmed, traumatized psychologically or physically injured as a result of
aggression/violence.
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Such reports will be investigated in a timely manner by an informed, objective company
representative though, in cardinal incidents which may trigger litigation, liability, criminal
implications or compromise of a contract relationship, AdvoCare may consider obtaining an
independent investigator. Such investigation will include debriefing with affected personnel,
witness statements, thorough documentation and where indicated, report to licensing authority
and/or police.
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
Incidents will be reviewed by the OH&S committee, evaluated for effectiveness by the
Program Manager in conjunction with the OH&S committee representative and, reported to
the HR Director/ CEO and VP of Operations. The President is made aware of unresolved
matters or those which may impact AdvoCare’s reputation/trigger insurance claims or legal
representation.

Staff who work or arrive at work sites alone are to park in nearby, well lit areas ensuring
vehicle doors remain locked, attend inservice education on safety awareness, report any risk
they may observe or become aware of and, secure door locks and or alarms at all times.

In addition to the support made available through the debriefing process, Interlock counseling
services is available to AdvoCare employees who are provided with the contact information
directly.
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AdvoCare welcomes collaboration with and inservice or team building events with union
representatives to reflect our joint interest in supporting workplaces which are free of violence.
General Guidelines re Preventing Workplace Violence
WSBC indicates: “Work should be carried out without risk or fear of safety, we are responsible for the
residents, but not to the detriment of our own well being”. The nursing profession is governed by a
standard, which mandates that where a nurse has been assigned to a patient, there is a legal duty to use
her skills, knowledge and care as would be of a reasonably prudent nurse. The health care provider
must involve other members of the team as support and to seek the safest, most appropriate action
given the particular circumstance. In a residential care setting, the nurse is the primary contact for
immediate interventions. Early intervention and reporting of escalation or trends in problematic
behavior can prevent escalation to violence, thereby safeguarding staff and residents.
What is Workplace Violence? The exercise or attempt of physical force by a person against a
worker, in a workplace that causes or could cause physical injury to the worker; a statement or
behavior that it is reasonable for the worker to interpret as a threat to exercise physical force against
the worker, in the workplace, that could cause physical injury to the worker.
What is Workplace Bullying? Repeated and persistent acts towards one or more individuals which
involve a perceived power imbalance and creates a hostile work environment. Bullying may also be
known as mobbing, abuse, workplace aggression, horizontal or lateral violence, victimization and
social undermining. Please note bullying is also referred to as Horizontal Violence. Refer to
AdvoCare’s training modules regarding this topic (in education document folder).
What is Aggression? It is the verbal or physical acting out of anger or hostile feelings.
Aggressive behavior may be directed towards self, other people or objects and may include
agitation, restlessness, and threatened aggression, destruction of environment, self abuse or
physical injury to others.
What is Domestic Violence? Domestic violence is a pattern of behavior used by one person to gain
power and control over another with whom he/she has or has had an intimate relationship. Domestic
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violence is workplace violence as soon as it occurs in the workplace and can threaten the safety of the
employee or others in the workplace.
What is Hostility? It is referred to as “anger with a hook”. It shows itself in negative attitudes
and behavior intended to hurt, undermine or belittle. Venting hostility often enhances a feeling
of power. The manifestation of hostility often enhances a feeling of power. The manifestation
of hostility ranges from rudeness to rape. Aggressive behavior is predictable in 90% of
incident; thereby have the potential to be prevented. That is why it is so important for staff to
report all incidents of aggression or hostility. Prompt attention to such concerns may prevent
actual occurrences of abuse.
Chronic exposure to verbal abuse may lead one to feel that they are at fault; therefore it is important
to speak with your supervisor if any incidents arise. Criticism can be demoralizing and should not be
tolerated. Reporting such behavior will result in intervention on our part so that no staff is subject to
abuse.
Abuse of any kind must be reported immediately. We will make arrangements for you to discuss the
incident with your supervisor or HR Representative. A hand written, legible, accurate report will be
required of the staff as soon after the event as possible. It should be in chronological order, dated and
signed.
Practical Suggestions for Dealing with Potentially Violent Situations Specific to
Residential Care Settings
This is supplementary information only – defer to risk management strategies, care plans,
resident days, tips for comfort specific to the resident or workplace and, other guidelines
reflected within this policy and education related to preventing violence in the workplace.
Knowing the residents is paramount. Ensure you receive or read report at the beginning of every
shift. Do report unusual behavior to the nurse for early intervention and support. Recording
observations in a concise and consistent manner helps others identify patterns, precursors. Ensure
others working with you are aware if behavior may be escalating. Be prepared to modify your
approach and, delay planned actions according to the needs of the resident.
As dementia progresses, residents lose the ability to express themselves so we must use our skills to
help anticipate and understand what their needs may be. Like all of us, residents have the need and
right to feel secure, valued and cared for. The old term of “behavior” has been replaced with defensive
or responsive behavior….this helps remind us that he resident who is acting out is doing so as a
defense mechanism. The resident may be feeling:
 hunger but can’t say that
 lost…trying to find his room
 fearful of people around him…he doesn’t remember faces
 pain…from so many sources as one ages
 noise…is it noisy in the dining area, are a lot of people talking at once
 confused by words….you are saying something but it is not understood
 insecurity….loss of self-esteem
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 grief…missing home/loved ones
 anxiety/altered thought processes
Be familiar with the resident days/my days etc. before entering their personal space. Personal space
may differ from person to person so pay attention to the resident’s body language and verbal or non
verbal communication. In general, personal space/proximity is categorized as:
Crowd zone (6-18 feet)…degree of comfort with which we tolerate many people around us in a
public area
Stranger zone (4-5 feet)…how we tolerate relative strangers in a conversation
Friendship zone (3-5 feet)…we allow our best friends to be in this space
Whisper zone (18 inches – 3 feet)…off limits to only those with whom we are intimate.
How does the resident who is confused, anxious or paranoid perceive you? Use gentle care to help the
resident feel comfortable with your presence. If that is not realized at the time, STOP. Redirection is
often effective…it directs the resident away from an item or thought that is distressing. Tips to help
redirect include:
 Validate the resident’s feelings – it is his reality,
 Join in that reality, listen to what they are feeling then,
 Distract and
 Redirect to new action/item/thought.
Example:
Validate: “You think your purse was stolen? I understand why you are upset.”
Join: “You need to keep looking for your purse? I’m trying to find something too, let’s look together.”
Distract: “Let’s look for your purse over there where people are having coffee.”
Redirection: “That coffee smells good, do you want a cup?”
Aggression develops in stages and is part of the crisis cycle. By knowing your residents and
recognizing early signs of discomfort or anxiety on their part, you can greatly minimize the occurrence
of violence. Consider the following strategy as you approach your daily duties in a resident focused
care environment:
S Stop…What you are doing if there is resistance or lack of consent
T Think…Is the resident comfortable and at ease?
O Observe…The residents response and receptiveness to care
P Plan…Do you need to change your approach? (or obtain support from team)
Observe for early signs of distress or agitation and modify your approach by referring to known tips
for comfort or, conferring with the nurse and coworkers. Are you familiar with the crisis
cycle….signs that behavior is escalating from anxiety to violence?
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3. Physical Biting,
Running away
The Crisis Cycle
2. Anger and
Hostility
1. Anxiety
4. Recovery
General tips:
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Respect the residents personal, maintain a safe distance, if possible remove objects, which may
be used as a weapon i.e. cane, sharp objects. Ask permission before entering the space/touching
resident’s belongings.

Use a gentle approach to the resident, make genuine/courteous eye contact and use positive
body language.

Introduce or remind the resident of who you are…you are there to help, be mindful of the
inflection of your voice.

Use the name the resident likes to be called by, know in advance whether he is comfortable with
others in his personal space or, whether you should maintain a distance.

Speak slowly, brief, clear statements at a time. Allow enough time for the resident to think
through the statement and respond. Provide visual clues where possible….show him the pudding
to eat/offer the spoon.
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Maintain open, non threatening body language yourself - open posture, do not stare, hands at
your side, and palms turned outwards.

Give positive redirection using simple statements and visual clues where possible ie:
Let’s go for walk.
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Give client an opportunity to choose “shall we go over there?”
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Do not issue threats or make unrealistic promises.
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Do not minimize or argue with their views i.e. “that is silly”, or “it could not be that bad”.

Encourage the person to talk i.e. “go on”, “I see”.

Stay calm and patient. Be mindful of what your body language is saying…do you look rushed?

Use gentle touch if appropriate and with permission though not if a resident appears agitated. In
such cases, one must maintain a physical distance.

Where possible, match the resident’s voice pace and slow it down.

Do not ask why, ask how and when…avoid quizzing the resident.
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
If the resident resists care, walk away and return later….do not attempt to force a resident to do
something.
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Remain aware of exits and don’t allow yourself to be blocked into a corner if the resident appears
volatile.

If you observe signs of aggression, STOP, remove yourself from the space and seek support and
report.

Know the Code White Policy! (included in each employee handbook part two, specific to the
workplace)
The above principles may also apply to worker to worker/intruder to worker and other scenarios.
Remember that any incidents of aggression, bullying or violence should and must be reported. You
have the right to work in a healthy and positive workplace just as the residents have the right to live in
a home that is resident focused and harmonious.
Tips to help you defuse!
 STOP, take a breath,
 Consider taking a break at this time or, debrief with the nurse or coworker,
 Don’t take what the resident said personally – understand their disease process,
 Be aware of yourself…what are your triggers and,
 What do you need to be a healthy, positive employee in the health care field….talk to your
employer and/or union representative.
Refer to AdvoCare’s education folder for more information on this and related topics. Speak to
your Program Mgr/Coord. and/or OH&S committee for specific info.
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38
Residents’ Bill of Rights
Residents’ Bill of Rights
Commitment to care
1. An adult person in care has the right to a care plan developed:
(a) specifically for him or her, and
(b) on the basis of his or her unique abilities, physical, social and emotional needs, and cultural
and spiritual preferences,
Rights to health, safety and dignity
2. An adult person in care has the right to the protection and promotion of his or her health, safety
and dignity, including a right to all of the following:
(a) to be treated in a manner, and to live in an environment, that promotes his or her health,
safety and dignity;
(b) to be protected from abuse and neglect;
(c) to have his or her lifestyle and choices respected and supported, and to pursue social,
cultural, religious, spiritual and other interests;
(d) to have his or her personal privacy respected, including in relation to his or her records,
bedroom, belongings and storage spaces;
(e) to receive visitors and to communicate with visitors in private;
(f) to keep and display personal possessions, pictures and furnishings in his or her bedroom.
Rights to participation and freedom of expression
3. An adult person in care has the right to participate in his or her own care and to freely express his
or her views, including a right to all of the following:
(a) to participate in the development and implementation of his or her care plan;
(b) to establish and participate in a resident or family council to represent the interests of
persons in care;
(c) to have his or her family or representative participate on a resident or family council on
their own behalf;
(d) to have access to a fair and effective process to express concerns, make complaints or
resolve disputes within the facility;
(e) to be informed as to how to make a complaint to an authority outside the facility;
(f) to have his or her family or representative exercise the rights under this clause on his or her
behalf.
Rights to transparency and accountability
4. An adult person in care has the right to transparency and accountability, including a right to all of
the following:
(a) to have ready access to copies of all laws, rules and policies affecting a service provided to
him or her;
(b) to have ready access to a copy of the most recent routine inspection record made under the
Act;
(c) to be informed in advance of all charges, fees and other amounts that he or she must pay
for accommodation and services received through the facility;
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(d) if any part of the cost of accommodation or services is prepaid, to receive at the time of
prepayment a written statement setting out the terms and conditions under which a refund
may be made;
(e) to have his or her family or representative informed of the matters described in this clause.
Scope of rights
5. The rights set out in clauses 2, 3 and 4 are subject to:
(a) what is reasonably practical given the physical, mental and emotional circumstances of the
person in care;
(b) the need to protect and promote the health or safety of the person in care or another
person in care, and
(c) the rights of other persons in care.
These rights are pursuant to section 4(4)(a) of the Hospital Act
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39 Policy: Approved Abbreviations
(and commonly referenced terms)
Reviewed Date: 04/01/2011
Reviewed by: PG
Approved Date: 04/01/2011
Approved by: PG
Released Date: 04/01/2011
Released by: KW
Statement
At AdvoCare we maintain a record of commonly used abbreviations and descriptions related to core
AdvoCare operations as well as those commonly referred to by our contract and related partners. This
policy contains the listing of abbreviations NOT TO BE USED in a health care setting. Abbreviations
will only be used when space is limited, communication is enhanced and where clarity of
communication is not compromised.
Application
Medical abbreviations recommended or referred to in The Clinician’s Ultimate Reference (Global
RPh.com), Perry & Potter Reference manual and Taber’s Cyclopedia Dictionary will be utilized as
needed by AdvoCare employees.
Nurses maintain responsibility for awareness and appropriate use of medical abbreviations though; the
most commonly used by AdvoCare employees are noted in this policy for quick reference.
Abbreviations or acronyms commonly utilized at AdvoCare Health or in keeping with contract
relationships are noted in this policy.
Abbreviations specific to forms utilized by AdvoCare employees are accepted as long as they are
referenced in a legend on the form.
Please note atomic symbols are not considered to be abbreviations therefore may be used ie: K is
potassium, Na is sodium etc.
This policy will be posted in staff areas and given to new office employees as part of orientation to the
company.
AdvoCare specific:
CEO - Chief Executive Officer
CFO – Chief Financial Officer
CIHI- The Canadian Institute for Health Information
CISO – Chief Information & Security Officer
COO – Chief Operating Officer
HR QAM – Human Resource Quality Assurance Manager
CM – Care Manager (nursing managers, client care managers)
Care Levels: Refer to Collective Agreement
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OTHERS:
Abuse: Deliberate mistreatment of an adult that causes the adult physical, mental or emotional harm
or, damage to or loss of assets.
Accident: An unplanned, unwanted event that disrupts the orderly flow of the work process. It
involves the motion of people, objects or substances.
AgeCare Communities of Care and Wellness – Contract partner for Harmony Court in Burnaby
Association – means the BCGEU or HEU
Baltic Properties – Operators of Lake Country Lodge and Manor
BCGEU – British Columbia Government Employees Union
Biohazardous Materials – a pathogenic organism including a blood borne pathogen, which due to its
known or reasonably believed ability to cause disease in humans, would be classified as Risk Group 2,
3 or 4 as defined by Medical Research Council of Canada, or any material contaminated with such an
organism
CAPS- Clinical assessment protocols
CCHSA – Canadian Council on Health Services Accreditation
CLAC – Christian Labor Association
CLBC – Community Living British Columbia – division of Provincial Government we provide service
to adults or children with developmental needs
Common-law spouse – includes same sex and opposite sex individuals that have been living in a
common-law relationship or have been co-habituating for at least 12 months
CP – Care Plan, which may also be known as Resident Day (PPSL contract) or, Tenant Services Plan
(Assisted Living Homes)
CQI – Continuous Quality Improvement (processes)
CRNBC – College of Registered Nurses of BC
Day of rest – a day other than a holiday which an employee is not required to perform job duties
Document Manager - ISO term referring to person who approves contents of AdvoCare documents
(COO)
Domestic Violence: Domestic violence is a pattern of behavior used by one person to gain power and
control over another with whom he/she has or has had an intimate relationship Domestic violence is
Workplace Violence as soon as it occurs in the workplace and can threaten the safety of not only the
employee victim but also his or her coworker, supervisors and clients
Employee – a member of the bargaining unit – refer to ca regarding categories
EIS – Employee Information Session where applicants learn more about conditions of hire to which
they must agree to in writing prior to becoming an AdvoCare employee
Employer – refers to Slizek Investments Inc. dba AdvoCare Health Services
ERP – Emergency Response Plan – program all new office and leadership staff require copy and
updates of
ETA – Estimated Time of Arrival (for client who may be arriving from other location)
ETD – Estimated Time of Discharge (typically from hospital or private clinic)
Gold Care – scheduling and payroll system being implemented 2007
Hazard Event – The first undesired event that could start the accident sequence.
HEU – Hospital Employees Union
HR – Human Resources, department or personnel – coordinators or managers
IHA – Interior Health Authority
INTRATELA – Henri Fournier, our IT (internet technology) support
ISO – International Standards Organization
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KGH – Kelowna General Hospital
LOA – Leave of Absence
MCF – Ministry for Children & Families
ML – Mountain Lake Care Centre, extended care Nelson BC (extended care facility)
M/L – Message Left
Neglect: Failure to provide necessary care, assistance, guidance or attention to an adult that causes, or
is reasonably likely to cause within a short period of time, the adult serious physical, mental or
emotional harm or substantial damage to or loss of assets
Occupational Exposure – reasonably anticipated, harmful contact with blood or other potentially bio
hazardous material that may result from the performance of a worker’s duties
Quality Management - Term ISO utilizes to reflect what we and our partners commonly refer to as
Continuous Quality Improvement, CQI or Quality Assurance
P/C – Phone Call
PC – Program Coordinator, works under supervision of PM
PIPA – Personal Information Protection Act
PIPEDA – Personal Information Protection and Electronic Documents Act
PM – Program Manager for facility location
P.O. – Process Owner (ISO term indicating AdvoCare rep. who approves content of docs.)
P.M. – Process Manager (ISO term indicating person responsible for approving format of docs. And
ensuring appropriate distribution/access rights) this role is interchangeable with the QAM.
PPE – Personal protective equipment, may include physical equipment, individual engineering control
and/or specific instruction.
PPSL - Park Place Seniors Living (company we are contracted by for staffing in independent or
assisted or extended care homes such as Sun Village, Mountain Lake and Springvalley)
RAPS- Resident assessment protocols
RM – Risk Management (strategies/actions)
ROE – Record of Employment
RUGS - Resource utilization groups
Routine Practices – formerly referred to as Universal Precautions
Safety Engineered Needles – include a self-sheathing needle device and a retractable needle system
Self-neglect: Failure of an adult to take care of him/herself that causes, or is reasonably likely to cause
within a short period of time, serious physical or mental harm or substantial damage to or loss of
assets.
Spouse – indicates husband, wife and common-law spouse
STML – Short-term memory loss
SV – Sun Village (Park Place Independent Living Home we staff in Penticton)
Sup.V – Supervised Visits
TBA – To Be Announced
TOC – Table of Contents
TSP - Tenant Services Plan
Union – indicates BC Government and Service Employees’ Union (BCGEU) and/or Hospital
Employees Union (HEU),
Workplace Bullying: Repeated and persistent negative acts towards one or more individuals, which
involve a perceived power imbalance and create a hostile work environment. Bullying may also be
known as mobbing, abuse, workplace aggression, horizontal or lateral violence, victimization and
social undermining.
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Workplace Violence: The exercise or attempt of physical force by a person against a worker, in a
workplace that causes or could cause physical injury to the worker; a statement or behavior that it is
reasonable for the worker to interpret as a threat to exercise physical force against the workers, in a
workplace, that could cause physical injury to that worker
Worksite – refers to various facilities or communities we serve,
WSBC – Work Safe BC
Common Medical Abbreviations:
ac
ADL
abd.
ad. Lib
amt
Appt.
b.i.d.
BM
BP
BR
c
C&S
C.A.T./C.T.
C.O.L.D.
C.O.P.D.
c/o
Ca
Cap
cath.
CHF
CNS
CPR
CVA
D.A.T.
Daily
D.O.B.
discharge
Dx
E.C.T.
E.E.N.T.
ECG/EKG
EEG
Emerg.
G.I.
G.U.
gtt.
H.
Hx
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before meals
Activities of daily living
Abdomen
as desired
amount
appointment
twice a day
bowel movement
blood pressure
bathroom
with
culture & sensitivity
computerized aerial tomography
Chronic Obstructive Lung Disease
Chronic Obstructive Pulmonary Disease
complains of
cancer
capsule(s)
capsule
congestive heart failure
Central Nervous System
Cardio Pulmonary Resuscitation
cerebrovascular accident
diet as tolerated
daily
date of birth
discharge
diagnosis
electroconvulsive therapy
eye, ear, nose & throat
electrocardiogram
electroencephalogram
Emergency
gastrointestinal
genitourinary
drop(s)
hour
history
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HOB
head of bed
I&O
Intake & Output
i.e.
that is
incont./inc. incontinent
IV
intravenous
kg.
Kilogram
l
litre
lb.
pound
Med(s)
medication
Mg
milligram
Min.
minute(s)
mL
millilitre
MSU
Midstream urine
NAS
no added salt
N.A. sugar
no added sugar
NKA
no known allergies
N.O.K.
next of kin
neg.
negative
NPO
nothing by mouth
NYD
not yet diagnosed
O.T.
Occupational Therapy
O2
oxygen
PRN
when necessary
Pericare
Perineal, as in pericare
Physio
physiotherapy
p.m.
afternoon/evening
PT
Prothrombin time
PTO-pto
please turn over
Q
every
Qam
every morning
qlh
every one hour
q2h
every 2 hours
q4h
every 4 hours
qam
every morning
use daily
use daily
q.i.d.
four times a day
every other day every other day
q.s.
quantity sufficient
qh
every hour
ROM
range of motion
Rehab.
Rehabilitation
Rt.
Right
Rx
prescription
s
without
SOB
short of breath
sang.
of blood, sanguineous
spec
specimen
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stat.
supp.
susp.
T.B.
T.I.A.
t.i.d.
T.O.
T.U.P.R.
tab.
tbsp.
TPR
tsp.
unit
URI
UTI
ung.
v.o.
v.s.
vag.
w.b.c.
w/c
wt.
immediately
Suppository
Suspension
tuberculosis
transient ischemic attacks
three times a day
telephone order
Trans-urethral prostatic resection
Tablet
tablespoon
temperature, pulse, respiration
teaspoon
unit
upper respiratory infection
urinary tract infection
Ointment
verbal order
Vital signs (being TPR)
Vaginal
white blood cell count
wheel chair
weight
Abbreviations NOT TO BE Used!
Do Not Use Use
Abbreviation Correction
U
IU
unit
unit
QD
QOD
OD
OS
OD
D/C
cc
μg
AD, AS, AU
BT
IJ
IN
HS/ hs
OJ
daily
every other day
daily, right eye
left eye
both eyes
discharge
ML or millilitre
mcg
“right ear”, “left ear”, “each ear”
“bedtime”
“injection”
“intranasal” or “NAS”
“half-strength” or “bedtime”
“orange juice”
Abbreviations Do not abbreviate
for drug names drug names
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Per os
“PO”, “by mouth” or “orally”
qhs
“nightly”
qn
“nightly” or “at bedtime”
q.o.d. or QOD “every other day”
q1d
“daily”
q6pm
“daily at 6pm” or 6pm daily”
SC, SQ, sub q “subcut” or “subcutaneously”
ss
spell out “sliding scale”, use “one-half” or “1/2”
SSRI/ SSI
spell out “sliding scale (insulin)”
i/d
“1 daily”
TIW or tiw
“3 times weekly”
BIW or biw “two times weekly”
UD
“as directed”
Do Not Use
Symbols
Use
Correction
3 M
x3d
> and <
/ (slash mark)
@
&
+
°
Ø
Use metric system
for 3 days
“greater than” OR “less than”
“per” rather than a slash mark to separate doses
at
and
and
“hr”, “h” or “hour”
the number “)” or the word “zero”
Dose
Designation
Use
Correction
Trailing Zero
ever use a decimal by itself after a decimal point. “Use 0.xmg”
Lack of leading always use a zero before a decimal point. Use “0.xmg”
zero
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