Mobile Application Care Supervisor

Expectations for Caregiver Time & Attendance and Visit Verification for Caregivers

Time Keeping Methodology

Help at Home caregivers are expected to clock in and out of client visits with one of the following compliance approved methods:

o Mobile Application – Preferred Method

o IVR – Available if a caregiver does not own a smart device o FOB – Available only with Branch/Area Manager approval when Mobile App or IVR is not possible

Help at Home strongly encourages the use of the Mobile Application as caregivers have higher success of clocking in/out of visits properly.

When clocking in or out of a visit, shift times will round to the nearest quarter-hour. The acceptable window for clocking in or out with rounding occurs seven (7) minutes before or after the scheduled time. Attempting to clock eight (8) minutes before or after the scheduled time will result in a visit exception. A visit exception is any clock in or clock out that is outside the company’s business rules. You should not clock in more than seven (7) minutes before your scheduled start time, and you should not clock out more than seven (7) minutes before your scheduled end time. Should you run late to a visit or need to stay longer with a client, you must call your local branch and speak with your Care Supervisor. Should your schedule change at any time, you must also call the local branch and speak with your Care Supervisor.

When clocking in or out of a visit, you must clock in or out from the client’s home address or an approved service location as per the client’s care plan (for IVR, outbound calls must be with a client’s land line phone). If you are outside the client’s home address or an approved service location (for IVR, using any phone number other than the client’s land line), you will be prompted within the mobile application that one is outside the location when attempting to clock in or out of a visit. If you believe that an address was not properly added and you are receiving error messages on your mobile application, you must call your local branch and speak with your care supervisor. If you do clock in or out outside of the client’s home address or an approved service location, it will result in a visit exception.

Time & Attendance Compliance Percentage

Help at Home caregivers are expected to have at least of 90% compliance when it comes to clocking in and out. An exception negatively counts towards your compliance rate, and you have an opportunity to mitigate exceptions at every clock in and clock out attempt. To calculate your compliance rate, you would take your total clean visits (non-exceptions) divided by total visits and multiply by one hundred

(100) to equal your compliance percentage.

i.e. 18 total clean visits / 20 total visits = .90 * 100 = 90% Exception Management & Payment Impacts

Clock In and Clock Out that are outside the business rules are labeled as visit exceptions. Visit Exceptions require a Help at Home staff member to reach out to you and your client to confirm that your clock in/out attempt was valid. This process can be timely and therefore may cause payment delays. Without the confirmation properly recorded, and actions in our timekeeping system corrected, we cannot advance that shift for payment. To reduce any types of payment delays please make sure you do the following:

• Clock In within seven (7) minutes of your scheduled start time.

• Clock In from the client home address/approved service location or for IVR, use the client’s land line phone.

• Clock Out within seven (7) minutes of your scheduled end time.

• Clock Out from the client home address/approved service location or for IVR, use the client’s land line phone.

• Fully record the tasks that you did and did not complete (do not leave any blank).

• Sign your name on the mobile application.

• Have your client sign their name on the mobile application. Compliance Management and Progressive Corrective Action At Help at Home, your local branch, your local Care Supervisor, and our Central Time & Attendance Team will have an active role in coaching, mitigating of issues, correcting exceptions as well as following a Five (5) Step Progressive Corrective Action policy to provide notice to employees who are not meeting job performance expectations or following established policies and procedures, prior to any dismissal.

Five Step Progressive Corrective Action Approach:

1. Caregiver Re-education: Caregivers who miss or do not clock in/out from the client’s home more than 3 times total will need to be called and re-educated. 2. Documented Verbal Warning: Caregivers who have been Re-educated will need to be monitored for Time & Attendance compliance.

3. Written Warning: Caregivers who have been Re-educated and given a Verbal Warning will need to be monitored for Time & Attendance compliance. 4. Final Written Warning: Caregivers who have been re-educated, given a Verbal Warning and given a Written Warning but still fail to comply with Time & Attendance compliance will need to be provided with a Final Written Warning advising the employee that further non-compliance will result in separation.

5. Separation: Caregivers who have been re-educated, given a Verbal Warning, Written Warning and Final Written Warning but are still non-compliant with Time & Attendance will be separated at this time with the discharge reason as "Time & Attendance Separation" Acknowledgement Statement:

By signing below, I acknowledge that I have read and understand the Expectations for Caregiver Time

& Attendance and Visit Verification for Caregivers outlined in this document. I understand the timekeeping methodology, compliance expectations, exception management process, and progressive corrective action approach as described by Help at Home. I agree to comply with these expectations and procedures and understand that failure to do so may result in corrective action, up to and including dismissal. I further acknowledge that it is my responsibility to adhere to the outlined guidelines for accurate timekeeping and visit verification.

Signature: Date: Scenario and Action Chart:

The following scenarios outline common situations that may occur regarding caregiver timekeeping and visit verification, along with the appropriate actions to be taken: Scenario Action Visit

Exception

Caregiver forgets

to clock in for a

visit

Caregiver should clock in right away & immediately call the local branch and inform the Care Supervisor. Once notified, the care supervisor will confirm with the client on time of arrival and then manually adjust the client reported clock-in time.

Yes

Caregiver clocks

in 5 minutes late

for a visit

Clock-in time will be rounded to the nearest quarter-hour within the acceptable window (seven minutes before or after the scheduled time). Caregiver should ensure they call the local branch to inform of any lateness.

No

Caregiver clocks

in 5 minutes early

for a visit

Clock-in time will be rounded to the nearest quarter-hour within the acceptable window (seven minutes before or after the scheduled time).

No

Caregiver clocks

in 8 minutes late

for a visit

Clock-in time will be rounded to the nearest quarter-hour within the acceptable window (seven minutes before or after the scheduled time). Caregiver should ensure they call the local branch to inform of any lateness.

Yes

Caregiver clocks

in 8 minutes early

for a visit

Clock-in time will be rounded to the nearest quarter-hour within the acceptable window (seven minutes before or after the scheduled time). Caregiver should wait until 7 minutes before scheduled start time.

Yes

Caregiver clocks

in from an

incorrect location

Caregiver will be prompted via the mobile application and must clock in from the correct client's home address or an approved service location. If experiencing technical difficulties, caregiver must call the local branch for assistance.

Yes

Caregiver fails to

clock out for a

visit

Caregiver must immediately call the local branch and inform the care supervisor. Once notified, the local branch and/or Care Supervisor will call the client to confirm and once confirmed, manually record the clock-out time.

Yes

Caregiver clocks

out 5 minutes late

for a visit

Clock-out time will be rounded to the nearest quarter-hour within the acceptable window (seven minutes before or after the scheduled end time).

No

Caregiver clocks

out 5 minutes

early for a visit

Clock-out time will be rounded to the nearest quarter-hour within the acceptable window (seven minutes before or after the scheduled end time).

No

Caregiver clocks

out 8 minutes late

for a visit

Clock-out time will be rounded to the nearest quarter-hour within the acceptable window (seven minutes before or after the scheduled end time).

Yes

Caregiver clocks

out 8 minutes late

for a visit

Clock-out time will be rounded to the nearest quarter-hour within the acceptable window (seven minutes before or after the scheduled end time).

Yes

Caregiver fails to

record tasks

completed

Caregiver must ensure to record all tasks completed and not completed during the visit on the mobile application. Failure to do so may result in additional follow-up by the care supervisor. Failure to do so will result in a visit exception. Yes

Caregiver clocks

in via IVR from

client’s land line

phone

This is the only approved phone line to use when using IVR. All other phone lines (personal cell or client cell) will result in a visit exception.

No

Caregiver clocks

in via IVR from

personal cell

phone

Caregiver will only use the client’s land line phone or via mobile application. All other phone lines (personal cell or client cell) will result in a visit exception.

Yes

Caregiver clocks

in via IVR from

client cell phone

Caregiver will only use only the client’s land line phone or via mobile application. All other phone lines (personal cell or client cell) will result in a visit exception.

Yes

Caregiver turned

off location within

the mobile

application

Caregiver will need to re-enable location services with-in the mobile application settings. Failure to do so will result in a visit exception.

Yes

Client and or

Caregiver

changes the

schedule without

local branch and

proceeds to clock

in to the new

scheduled time

Caregiver must immediately call and inform the care supervisor. Once notified, the Care Supervisor and/or local branch will call the client to confirm and then manually adjust the scheduled start time and/or scheduled end. Failure to do so will result in a visit exception. Yes

Caregiver

experiences

repeated

compliance

issues

The caregiver will undergo the progressive corrective action approach outlined in the document, starting with re- education, and proceeding through verbal and written warnings as necessary.

N/A

Caregiver

consistently fails

to comply with

Time &

Attendance

requirements

The caregiver may face separation from Help at Home following the Five-Step Progressive Corrective Action approach, with discharge reason cited as "Time &

Attendance Separation".

N/A

It is important for caregivers to promptly communicate any issues or concerns regarding timekeeping and visit verification to their local branch and care supervisor to ensure accurate records and compliance with company policies.

Training Resources and Support

Help at Home is committed to providing caregivers with the necessary training resources and support to ensure understanding and compliance with Time & Attendance policies. Below are the available resources and support channels:

1. Training Materials:

• Caregivers will have access to training materials covering the timekeeping methodology, visit verification process, and compliance expectations.

• These materials may include written guides, instructional videos, and online courses accessible through the company's training portal.

2. Onboarding Sessions:

• New caregivers will receive comprehensive onboarding sessions where they will be familiarized with timekeeping procedures and visit verification requirements.

• Onboarding sessions may be conducted in-person or virtually, depending on location and availability.

• Support may include assistance with using the mobile application, troubleshooting technical issues, and clarifying policies.

3. Timekeeping Support & Help Desk:

• Caregivers may reach out to Central Time & Attendance Team by calling their local branch and selecting “9” when prompted for ongoing support and guidance regarding timekeeping and visit verification.

• A dedicated help desk or support hotline is available at 877-***-**** for caregivers to contact for immediate assistance with using timekeeping tools, resolving technical issues, and navigating compliance challenges.

4. Online Resources:

• Caregivers may access additional resources and support materials through the company's intranet or online portal.

• These resources may include FAQs, user guides, and community forums where caregivers can seek advice and share knowledge.

5. Educational Workshops:

• Help at Home may organize educational workshops or webinars focused on timekeeping best practices and compliance strategies.

• These sessions provide caregivers with opportunities to ask questions, share experiences, and learn from peers and experts.

6. Feedback Mechanism:

• Help at Home welcomes feedback from caregivers regarding their training needs and support preferences.

• Caregivers are encouraged to provide feedback through surveys, suggestion boxes, or direct communication with their local branch and care supervisors. By offering comprehensive training resources and ongoing support, Help at Home aims to empower caregivers to effectively manage their timekeeping responsibilities and maintain compliance with company policies.

Online Resources:

Knowledge Center Ar cle

Title

Content Descrip on URL Link / QR Code

HHAeXchange: Mobile

App Training Video

Overview video of how to

navigate the mobile app and

Clock in/out

HHAeXchange: Using the

Mobile App for New

Users

Step by step guide of how to

download and use the app

for the first me

HHAeXchange: Clocking

In and Out of a Visit

Step by Step on how to clock

in/out

HHAeXchange: Rese ng

a Password

Step by Step of how to reset

your mobile applica on

password

Knowledge Center Ar cle

Title

Content Descrip on URL Link / QR Code

HHAeXchange: Offline

Mode Overview

Step by Step of how to use

mobile app offline mode

HHAeXchange: Using

Interac ve Voice

Response (IVR)

Step by Step how to clock-in

and clock-out of a visit using

IVR

Caregiver Mobile Support

Ar cles

Addi onal Caregiver Support

Content

htps://support.helpathome.com/hc/en-

us/sec ons/137***********-Mobile-

Support

Contact this candidate