Care Receiver Policies and Procedures

Introduction

Every recipient of care receiving assistance provided by Good Shepherd Interfaith Volunteer Caregivers (GSIVC) is covered by the policies contained in this document. These are not intended to limit services, but rather to provide a framework for the safe and conscientious provision of services. For this reason, the following policies are established and approved by the Board of Directors.

Affirmative Action

There will be no discrimination against any individual requesting assistance by reason of disability or on the basis of age. Furthermore, there will be no discrimination on the basis of race, color, ethnicity, sex, creed, national origin, or socioeconomic status. In addition, to ensure full equality of opportunity in all operations and activities of the organization, affirmative action policies will be utilized in the recruitment, selection, training, placement, and recognition of volunteers as well as in the provision of services. GSIVC respects the privacy and personal beliefs of all volunteers and care receivers. GSIVC does not permit proselytizing by one faith community for members of another or the maligning of any person’s faith. GSIVC does encourage interaction and understanding among various faith communities and respect for the religious beliefs of all persons. The open practice or advocacy of racism by any care receiver is not permitted.

Request for Services

Each individual requesting assistance must complete an application for assistance. The application will reflect an individual’s needs as well as information regarding personal assistance. Every effort will be made to match an individual with a volunteer who can meet the identified needs. A copy of these policies will be given to the care receiver at the time of application.

For individuals who are unable to complete an application, the information can be provided by a family member or friend or by another referral source.

As needs or conditions change, the recipient of care or referral service should inform GSIVC of changes by telephone. A new application will not be required.

Requests for assistance should be made, if at all possible, at least two weeks before the initial service, to allow time to locate a volunteer. (Please be aware that a volunteer is not always available to Good Shepherd, but all diligence will be used to locate a match for the care receiver.)

Steps followed for new care receivers are as follows:

1. When a call for assistance is received, the Program Coordinator will send the individual an assessment form and take down any necessary information over the phone. If a referral is made from an outside agency, an assessment form may be sent to the agency and then sent back to GSIVC.
   
   
2. The person receiving the request will explain that a volunteer will be assigned as soon as possible and that GSIVC will call him/her with the name of the volunteer when one is found.
   
   
3. The extent of GSIVC's services should be made clear.

   Services are free.
   Services are offered to residents of Jefferson County only.
   Types of specific services available will be explained.

   (The care receiver should be aware that GSIVC staff members are open to any questions or concerns, whenever they might arise.)
   
   
4. When a volunteer is identified, a call is made to check availability; the necessary information is conveyed to assist the volunteer in deciding if he/she would be able to accept the assignment. When a match is made, the volunteer is then asked to call the care receiver as soon as possible.
   
   
5. The care receiver is called by the Program Coordinator to notify him/her that a volunteer has been found and will be calling soon. If the care receiver does not hear from the volunteer, he or she should contact the GSIVC office.
   
   
6. If a match cannot be made, GSIVC will begin to look for other resources to provide for the care receiver. It should be made known that GSIVC will continue to look and will remain in contact with the care receiver about any progress that is made.
   
   
7. After a match has been made, the care receiver will be called a few weeks later to make certain that his or her needs are being met.

Identification

All volunteer caregivers will be provided with official identification in the form of a name button. Recipients of care are responsible for asking to see this, to ensure their personal safety. If there is ever a doubt about the identity of the volunteer, the care receiver should not admit them to the home or enter the car. A call should be placed immediately to the GSIVC office.

Transportation

For the safety of all involved, those who provide transportation services must do so in vehicles that are in proper working condition and that are duly licensed and insured. The volunteer must be at least 18 years old and have a valid driver’s license. Seat belts must be used by the driver and passengers at all times.

Insurance

All volunteers will be covered by secondary liability insurance provided by GSIVC.

Materials

Supplies and materials needed for minor repairs, cleaning, etc., are the responsibility of the care receiver. If an individual is unable to pay for necessary materials, a call should be placed to GSIVC, which will attempt to secure financial help through other organizations or agencies. Volunteers may occasionally be able to provide their own tools or equipment. Arrangements for this will be made at the time service is confirmed.

Confidentiality

Volunteer caregivers have been instructed in confidentiality and are not permitted to release information on care receivers without consent.

Procedures for Assistance

All requests for assistance will be made through the office of GSIVC. Individuals should not make arrangements with volunteers to perform duties that have not been approved by GSIVC.

Volunteer Compensation

Volunteers will perform services with no anticipation of financial compensation. Care receivers should not offer to pay a volunteer for his or her services.

Resolution of Problems

When problems arise with the provision of services, the care receiver should contact GSIVC. The Executive Director will then collect information from all those involved and develop a plan of action to resolve the problem. When an individual is unable to resolve a problem involving the Executive Director, the individual should then address his/her concerns to the President of the Board of Directors.

Limits on Services

Services can only be provided if GSIVC can locate a volunteer willing to provide the requested assistance. Every attempt will be made to meet requests. There may be times when services cannot be provided because a volunteer is not available.

Emergency Procedures

Any serious accident or emergency must be reported immediately, following the Crisis Plan which will be given to the care receiver separately.