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Care for the 21st Century-
A Start-Up & Operations Manual
Table of Contents
Module 1 – Overview
What Is Home Care?
Is There A Need for Home Care?
What Are The Goals of Home Care?
What Are The Advantages And Disadvantages Of Home Care?
What Are the Differences Between Medical & Non-Medical Personnel?
Who Purchases Home Care Services?
What Types of Agencies/Organizations Provide Home Care Services?
Who Pays for Home Care Services?
Where Can Inquiries About Home Care Be Directed?
Module 2 – Preliminary Considerations
Mission, Vision and Value Statements
Goals and Objectives
Advantages and Disadvantages to Owning a Business
Keys and Obstacles to Successful Business Operations
Home-Based Businesses
Community-Based Businesses
Home Care Franchises
Membership Organizations
Module 3 – Feasibility Study
The Feasibility Process
Market Research
Value and Format of a Test Market Survey
Things to Consider When Designing a Test Market Questionnaire
Things to Research When Evaluating the Market
Determine Price Structure for Home Care Services
Determine Start-Up Expenses/Costs
Determine Operating Expenses/Costs
Forecast/Project Service Revenues
Calculate the Break-Even Point
Project Profit and Loss
Project Cash Flow
Analyze Cash Flow Projections
Analyze Other Factors
Analyze Feasibility Study and Make Decisions
Module 4 – The Business Plan
Purpose of a Business Plan
Information Required in a Business Plan
Module 5 – Financing Your Business
Criteria for Borrowing
Start-Up Capital and Operating Capital
Funding Sources for Setting up Your Business
Types of Financing
Dealing with Loans
Shopping Around
Module 6 – Business Start-Up Requirements
Determine Professional Consultations Needed
Decide Which Business Structure/Form To Use
Choose, Search & File Your Business Name
Register Your Business with the State
Apply for An Employer Identification Number (EIN)
Open a Business Checking Account
Obtain a State Seller’s Permit
Obtain a State Home Care Agency License
Obtain a Local Business License/Permit
Determine Insurances Needed
Check Zoning By-Laws
Determine Whether to Hire as Employee or Independent Contractor
Complete Required Forms
Set-Up Your Record Keeping System
Comply With Required Regulations
Employer Responsibilities for Collecting/Paying Income Taxes, WCB and UI
Module 7 – Marketing
Marketing Process/Strategy
Marketing Package
Promotion and Advertising
The Senior Market
Budgeting for Promotion and Advertising
Module 8 – Relationship Selling
Relationship Selling
How to Build and Maintain Relationships
Module 9 – Home Care Service Menu
Typical Non-Medical Home Care Services
Companionship/Sitter Services
Homemaker/Home Management Services
Personal Care Services
Caregiver Respite
Friendly Reassurance
Live-In Care
24 Hour Live-In Care
Intermittent Chore/Home Maintenance Services
Module 10 – Role of the Home Care Assistant
Home Care Assistant Roles
Companion/Sitter
Homemaker
Personal Care
Respite Care
Friendly Reassurance
Chores/Home Maintenance
Module 11 – Preparation Activities for Service Delivery
Preparation Activities Flow Chart
Develop Your Service Standards
Develop Your Policies and Procedures
Choose the Services You Will Be Providing
Determine Your Staffing/Human Resources Needs
Organizational Chart for Non-medical Home Care Business
Develop an Employment/Job Application Form
Recruit Home Care Assistants
Define the Person and the Role/Job
Home Care Assistant Competency Model
Attracting Candidates to Your Agency
Assessing Candidates
Screening and Short-Listing
Interviewing
Key Factors for Assessing Candidates
Select Home Care Assistants
Guidelines for Selecting Employees
Conducting Pre-Employment Screening
Conducting Reference Checks
Conducting Criminal Background Checks
Orient Home Care Assistants
Determine Wage Payable
Criteria for Establishing Pay Rates
Create Employer/Employee Contracts/Agreements
Respect Privacy of Information
Follow Payroll Obligations
Develop Client Forms/Records
Become Knowledgeable About Basic Legalities
Do’s & Don’ts to Avoid Being the Target of Legal Action
Module 12 – Service Delivery Process
Service Delivery Model
Initial Contact/Inquiry to Agency
Screening
Steps for Implementing and Delivering Service
Case Study #1: Applying the Service Delivery Process
Case Study #2: Completing Client Care Records
Module 13 – Client Services
Effective Client Service
Characteristics Clients Seek from a Home Care Agency
Interpersonal Relationships in Client Services
Typical Character Types of Clients
Typical Character Types of Home Care Assistants
Cultural Considerations
Personal Boundaries in Client Service
Client Bill of Rights
Home Care Agency Responsibilities
Client Responsibilities
Personal Information and Privacy
Confidentiality
Rules of Conduct
Ethical Guidelines for Home Care Assistants
Standards for Developing a Code of Ethics
Work Ethics for Home Care Assistants
Characteristics and Qualities of Good Work Ethics
Ethical Behavioural Patterns and Attitudes
Discouraged Practices
Image and Self Care Responsibilities
Professionalism
Mental and Physical Health
Team Work
Elder Abuse
Module 14 - Day-to-Day Operations
Telephone Calls
Staff Roster
Service Start-Up
Client Rosters/Files
Service Agreements
Service Cancellations
Billings
Credit Reports
Deposits
Price Changes
Outside Agreements/Independent Contractors
Newsletters
Employees
Client Cash Transactions
Rates/Fees and Minimum Service Hours
Documentation for Client Accounts
Client Service Schedule
Supervision
Continuous Quality Improvement
Appendix "A" - Sample Business Plan
Appendix "B" - Blank Forms
1. Check List for Home Safety
2. Check List for Selecting Which Home Care Services to Offer
3. Check List for Start-Up Work Plan
4. Client Cash Transactions
5. Client Daily Record
6. Client Flow Record
7. Client Invoice - Individual
8. Client Invoice – Master Record
9. Client Medication Record
10. Client Service Schedule
11. Consent to Release Information
12. Employee Mileage Record
13. Employee Reference Check
14. Employee Statement of Confidentiality
15. Employee Time Sheet
16. Employer-Employee Agreement
17. Employment Interview
18. Generic Job Description for HCA
19. Independent Contractor Agreement
20. Job/Employment Application
21. Market Analysis for Home Care Business
22. Personal Suitability
23. Pre-Employment Background Check Authorization
24. Projecting Cash Flow
25. Projecting Labour Expenses
26. Projecting Operating Expenses
27. Projecting Profit and Loss
28. Projecting Revenue
29. Projecting Start-Up Costs
30. Service Agreement
31. Service Plan
32. Care Plan for Complex Case (Blank)
33. Care Plan for Complex Case (Completed)
34. Check List for Personal Care Supplies
35. Check List for Special Equipment
36. General Needs Assessment for Complex Cases
37. Nursing Assessment
38. Personal Care Assessment for Complex Case
39. Phone Numbers (Emergency)
