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Senior Companion Program Volunteer HandbookPhone: (928) 523-3560 Toll Free: (928)856-3017 Web Site: www.nau.edu/sbs/csi Prepared for Northern Arizona Civic Service Institute Updated October 20101 Table of Contents Contact Information……………………………………………………….4 Welcome Letter from the Director…………………………………………….5 Why Be a Volunteer……………………..…………………………….….6 Senior Companion Program.…………………………….……………...7 Purpose ……………………………………………………………….7 Goals………………………………………………………………….7 History………………………………………………………………...8 Definition of Terms…………………………………………………10 Advisory Board……………………………………………………….11 Organization Chart…………...….………………………………………..12 Eligibility Requirements………………………………………………...... 13 Bill of Rights for Senior Companions……………...……………………14 Rights of Volunteers………………………………………………………15 Placement………………………………………………………….………16 Volunteer Station……………………………………………...……16 Program Staff……………………………………………………….16 Orientation………………………………………………………………....17 Senior Companion Activities…………………………………………….18 Activities……………………………………………………………..18 Appropriate Activities...…………………………………………….18 Inappropriate Activities……………………………..………………20 Senior Companion Do’s and Don’ts………………………………21 The Role of a SC in a Senior Facility……………………………..22 Things to Do While Visiting Your Older Adult……………………23 Safety………………………………………………………...... 25 Infection Control…..………………………………………….25 Hand Washing Procedure…………………………………..26 Senior Companion Benefits……………………………………………27 Stipend………………….…………………..……………………..27 Meals………………………………………………………………27 Transportation……………………………………………………..28 Leave and Holiday Policies……………………………………………..29 Sick Leave…………………………………….………….….……..29 Senior Companion Vacation……………….…………….……….30 Leave without Pay………..………………….…………….………30 Funeral Leave……………………………………………...……….30 Jury Duty………………………………………………………….…31 Holidays……………………………………………………………..31 2 Snow Policy…………………………………………………………32 Timesheets……………..………………………………………………….33 Senior Companion Insurance……………………………………………34 Excess Accidental Medical Coverage……………………………34 Accidental Death and Dismemberment Coverage……………..34 Personal Liability Insurance……………………………………….35 Excess Automobile Insurance………………………..…………..35 Legal Representation………………………………………………35 Senior Companion Program Policies……………………...……………36 Confidentiality……………………………………………………....36 Statement of Confidentiality……………………………………….36 In Service Training…………………………………………………37 Use of Drugs and/or Alcohol………………………………………37 Smoking………………….………………………………….………38 Volunteer Withdrawal………………………………………………38 Disciplinary Action………………………………………………….39 Disciplinary Procedures……………………………………39 Immediate Separation……………………………………..40 Reassignment………………………………………………………41 Volunteer Grievance/Appeal Procedure…………………………42 First Step…………….……………………………………….42 Second Step………………………………………………….42 Final Step………..……………………………………………42 Permanent Separation……………………………………………43 Special Regulations……………………………………………….45 Non-Discrimination…………………………………………45 Religious Activities………………………………………….45 Political Activities……………………………………………45 Performance Review……………………………………………….46 Annual Evaluation……………………………………………46 Income Review………………………………………………46 Physicals……………………………………………………..46 Dress Code………..…………………………………………463 Contact InformationToll Free: (866) 856-3017Coconino County: (928) 523-1082Hopi Reservation: (928) 523-1082Mohave County: (928) 715-2200Navajo/Apache Counties: (928) 242-5895West Maricopa County: (623) 748-8064East Yavapai County: (928) 202-8261West Yavapai County: (928) 713-41144 Dear Volunteer,Welcome to the Senior Companion Program! We are very happy to have you join us in providing such a needed and rewarding service!The Senior Companion Program has been active in Northern Arizona since 1986 and has an excellent reputation in the communities it serves. With the addition of each new volunteer, additional lives are being enriched by a Senior Companion’s visit.This handbook is designed to familiarize you with the program and to act as a reference source in the future. Please feel free to call us at any time for further information at our local number (928) 523-3560, or our toll-free number (866) 856-3017.We really hope that you enjoy your service as a Senior Companion!Carole D. Mandino Program Director5 Why Be A VolunteerIt’s not for the money; it’s not for the fameIt’s not for any personal gainIt’s just for love of fellowmanIt’s just to lend a helping handIt’s just to give the tithe of selfThat’s something you can’t buy with wealthIt’s not medals won with prideIt’s for that feeling deep insideIt’s that reward down in your heartIt’s that feeling that you’ve been a partOf helping others far and nearThat makes you a volunteer!-- Author Unknown6 The Senior Companion ProgramPurposeThe Senior Companion Program (SCP) provides grants to qualified agencies and organizations for the dual purpose of: engaging persons 55 and older, particularly those with limited incomes, in volunteer service to meet critical community needs; and to provide a high quality experience that will enrich the lives of the volunteers. Program funds are used to support Senior Companions in providing supportive, individualized services to help adults with special needs maintain their dignity and independence.GoalsThe goals of the Senior Companion Program are to:1. enable persons aged 55 and older, who meet income guidelines to remain physically and mentally active and to enhance their self- esteem through continued participation in needed community services.2. provide supportive services to adults with physical, emotional, or mental health limitations, especially older persons, in an effort to achieve and maintain their highest level of independent living.7 3. provide a stipend and other benefits, which enable eligible persons to participate as Senior Companions without cost to themselves.HistoryCongressional interest in establishing a program targeted to service by and for older persons began in 1968, as an outgrowth of the First National Conference on Aging in 1950. Efforts to establish a legislative base for the Senior Companion Program failed in 1968 when amendments to the Older Americans Act were not enacted. Consequently, the Department of Health, Education and Welfare, and the Administration on Aging funded two Senior Companion demonstration projects called “Senior Friends” in Tampa, Florida, and Cincinnati, Ohio, during 1968-1971.At the 1971 White House Conference on Aging, states and national organizations frequently voiced recommendations that the concept of the Foster Grandparent Program be broadened to include services by older persons to older persons. On December 2, 1971, in his message to the White House Conference on Aging, President Nixon announced that he would ask the Congress to authorize an expansion of person-to-person volunteer service to enable older persons to “work with older persons who might need their help,” and in 1972, legislation was introduced (H.R. 15657) (S. 3450) to create the Senior Companion Program. The Senior Companion Program was authorized under Title II, Section 211(b) of the Domestic Volunteer Services Act of 1973 (Public Law 93-113).Eighteen model Senior Companion projects were funded by August 1, 1974. On a national scale, these projects represented a variety of volunteer assignment in rural, urban, and suburban communities. By February 1975, there were over 1,000 Senior Companions serving projects, which ranged in size from 40 to 120 volunteers. Over 60 percent of the Senior Companions were assigned in private homes.8 In September 1975, Booz, Allen and Hamilton, Inc. completed a two- phased evaluation of the program. The contractor assessed each project in terms of its operational procedures and progress in meeting project objectives. In response to several study recommendations, ACTION increased SCP services to homebound, chronically impaired older persons. Greater attention was given to the selection of volunteer stations able to develop client selection criteria, provide volunteer supervision, and coordinate meals and transportation arrangements.A second major expansion took place in Fiscal Years 1976 and 1977 with the funding of 28 additional projects and the expansion of existing projects. Opportunities for 3,000 Senior Companions assisting 9,500 clients in 39 states were developed. The in-home assignment ratio increased to 65 percent.During Fiscal Year 1978, five new demonstration projects were initiated primarily to test the feasibility of integrating Senior Companions into a health and social plan of care for older clients.On August 13, 1981, P.L. 97-35 established a separate Part C of the Title II entitled “Senior Companion Program.” The program is now authorized by Section 214 of P.L. 93-113, as amended. In the 1984 amendments to the Act, the Senior Companion Program was authorized to make grants to Senior Companion projects to assist the homebound elderly to remain in their homes.Major program expansions that focused exclusively on in-home Senior Companion services occurred in the 1980s. For Fiscal Years 1980 to 1987, 42 new projects were funded. Approximately 81 percent of the placements were in-home assignments. In fiscal year 1980, there were also 420 Senior Companion Volunteers serving in nine non-ACTION-funded projects. Further expansion occurred in Fiscal Year 1988 with the addition of 44 ACTION-funded projects resulting in a total of 7,442 Senior Companions serving in 144 projects. In addition, 1,243 Senior Companions were assigned to 29 non-Corporation funded projects.In 1993, the Corporation for National Service came into being when President Clinton signed the National and Community Service Trust Act of 1993. Congress stated its expectations for the Corporation through a statement of purpose (42 U.S.C. 12501) that, in part, 9 included using national and volunteer service by Americans of all ages to:1. Meet the unmet human, educational and public safety needs of the United States without displacing existing vendors; 2. Renew the ethic of civic responsibility and the spirit of community throughout the United States; 3. Expand and strengthen existing service programs with demonstrated experience in providing structured service opportunities with visible benefits to the participants and the community; and 4. Provide tangible benefits to the communities in which national service is performed.The operations of three entities came together to form the Corporation for National Service – ACTION (the federal domestic volunteer agency), the Commission of National and Community Service, and the Office of National Service. The Senior Companion Program became one of three existing volunteer programs for older adults to be administered by the Corporation under the banner of the “National Senior Service Corps.”By 1999, Senior Companion Projects nationwide numbered 207, with more than 14,500 volunteers. Senior Companions continue to make a difference in the lives of nearly 61,000 adult clients annually, while enriching their own lives through service.Definition of Terms Aging: The process of becoming older. This process may include changes in physical, emotional and mental abilities. CNCS: Corporation of National and Community Service. Disability: A physical or mental condition creating the need for assistance in completing daily activities.Exceptional Needs: One or more physical, emotional or mental health limitations.Probationary Term: Six months from start of service – or 6 months from probationary action.SC: Abbreviation for Senior Companion 10 Senior Companion: Provides supportive companionship services in an effort to maintain the independence of adults are homebound and/or dependent on a caregiver for support. Volunteer: A person who voluntarily offers himself or herself for a service or undertakingVolunteer Station: A public agency, private, non-profit organization that accepts the responsibility of assigning and supervising Senior Companions.Advisory BoardThe Senior Companion Program Advisory Board was established in 1985. The Advisory Board is a group of persons formally organized to provide assistance and advice to the program. The members include community and business leaders, representatives from volunteer stations, public and private agencies, persons specializing in health and human services, Senior Companions, and staff from the NAU Civic Service Institute.The board has 16 voting members. It meets quarterly and assists the program in the areas of support, development, planning, policy, evaluation, and funding.11 Organization ChartCorporation for National and Community Service Federal Volunteer AgencyNAU Senior Companion Program Local SponsorAdvisory BoardProject Staff Senior Companion ProgramVolunteer StationSenior Companion Volunteers Clients12 Eligibility RequirementsTo qualify as a Senior Companion, a person must: Be 55 years of age or older Meet the income guidelines established by CNCS Successfully complete an interview with an SCP staff member. Supply references Pass a physical examination prior to assignment and annually thereafter while in the program Be available and willing to provide 15-20 hours of service a week. Have a sincere desire to serve adults with special needs Be willing to accept supervision Complete the pre-service 40 hours of orientation and attend the monthly in-service meetings Not be negatively affected, physically or mentally, by any prescribed medication or drug/alcohol abuse.Eligibility to be a Senior Companion and/or client may not be restricted on the basis of formal education, experience, race, religion, color, national origin, gender, age, disability, sexual orientation or political affiliation. 13 Bill of Rights for Senior Companions1. You have the right to pat yourself on the back when you do well, especially IF your clients don’t.2. You have the right NOT to be perfect. Give yourself a break. Remember you are not a saint and guilt is not a part of your job description.3. You have a right to say NO to something that is not required by the Senior Companion Program.4. You have a right to let yourself have a ten minute break to relax and set realistic limits for yourself.5. You have a right to not take volunteer-related problems home with you.14 Rights of Volunteers1. The right to be treated as a co-worker …not as “just free help” …not as a “prima dona” 2. The right to a suitable assignment …with consideration for personal preference, temperament, life experience, education, and employment background 3. The right to know as much about the organization as possible …its policies …its people …its programs 4. The right to training for the job …thoroughly planned and effectively presented 5. The right to continuing education …as a follow-up to the initial training …information about new developments …training for greater responsibility 6. The right to sound guidance and direction …by someone who is experienced, well-informed, patient, and thoughtful 7. The right to a place to work …an orderly, designated place …conducive to work …and worthy of the job to be done 8. The right to promotion and a variety of experiences …through advancement to assignments of more responsibility …through transfer from one activity to another …through special project assignments 9. The right to be heard …to have a part in planning …to feel free to make suggestions …to have respect shown for an honest opinion 10. The right to recognition …in the form of promotion …and awards (some tangible evidence) …through day-to-day expressions of appreciation …and by being treated as a bone fide co-worker15 PlacementAt the successful completion of orientation, a Senior Companion will be matched with an individual client. Every attempt will be made to see that the placement is meaningful and rewarding to the Senior Companion and the client.The Volunteer Station Selects the adults to be served Prepares a care plan to be used by the Senior Companion as a guide in serving his/her client Discusses the placement with the Senior Companion to decide if the placement is appropriate and acceptable to the Program Volunteer Coordinator.Once an agreement is made, the Senior Companion begins meeting with the client at a date and time established by the volunteer station. The Senior Companion and client will then meet on an ongoing basis at the established place and time.Program Staff Introduces the Senior Companion to the client on the initial visit to discuss the care plan Makes annual visits with client and Senior Companion to review placement and care planIf the offered placement is unacceptable, the Senior Companion will be advised of other openings (if available) and the same procedures will be followed. If a Senior Companion does not accept the placement offered after completion of orientation, he/she will be placed on a waiting list until appropriate placement is available.16 OrientationThe orientation is conducted over a two-week period. Prospective Senior Companions must attend and complete a total of 40 hours of both classroom and on-the-job training before being placed as a Senior Companion at a volunteer station. The orientation provides prospective Senior Companions with information relative to their future assignments and their personal welfare including: Information on community services available to older adults An introduction to the volunteer stations Information on the aging process Suggestions for working with seniors A review of the activities provided by the Senior Companions17 Senior Companion ActivitiesActivitiesAdults assigned to Companion’s are over 21 years of age with varying needs. The primary role of the Senior Companion Volunteer is that of companionship. A Senior Companion may do a variety of activities but the primary service is that of providing person-to-person support.Senior Companions: Foster independence by encouraging clients to do things for themselves.  Establish a trusting relationship through giving and receiving friendship.Appropriate Activities:Personal Care  Encourage and assist with dressing, grooming, and mobilization  Remind them of times to take medicine. Do not give medicine. The client must make his/her own decision to take medication. Report any suspected irregularities to the volunteer station  Accompany to medical appointments  Provide support and assistance dealing with grief  Encourage exercise. For example, taking walks with clients  Assist in reality orientation/awareness Nutrition  Assist in meal planning and light meal preparation  Share a meal, i.e. accompany the client to a nutrition site  Encourage client to eat a regular, well-balanced diet with adequate fluids  Review and support the following of special diets, report irregularities or observations to volunteer stations  Accompany client grocery shopping  Assist in organizing food supplies and planning use of leftovers18 Social Recreation  Provide companionship, listening, cheering up, playing cards or games, assist with crafts  Active listening  Accompany to social or recreational events  Write letters, readHome Management  Assist with shopping or errands  Assist with money management correspondence and forms  Assist with light housekeeping (make beds, dishes, dust, sweep, take out trash)  Assist with non-strenuous home repair  Assist with light gardeningInformation and Advocacy  Assure client has phone numbers of workable means of obtaining emergency help  Help clients receive a needed service (food stamps, visiting nurse, supplemental security income, Medicaid, Medicare, etc.)  Bring unmet needs to the attention of community leaders, volunteer station staff, and other care providersRespite Care  Assisting homebound elder clients who are served by caregivers in need of respite care.19 Inappropriate ActivitiesThe Senior Companion should not do the following: Activities usually performed by doctors or nurses (i.e. give medication, give insulin, clip nails, change dressing).  Proselytize (regarding religion, politics, etc.)  Perform custodial services normally provided by paid staff  Advance funds to client or deposit cash in bank, accept a money gift or payment from a client  Major household repair, mowing the lawn, heavy gardening, shoveling snow.  Extensive, heavy housework – washing windows, scrubbing floors, laundry, ironing, vacuuming, clean bathroom, defrost refrigerator, clean stove, etc.  Lift clients or heavy object, move large pieces of furniture  Do extensive shopping  Prepare food for persons other than the client, prepare for or clean up after company  Care for or train pets  Supervision of other Senior Companions  Any service for which the volunteer station is receiving compensation from any source  Group recreational or social activities  Sign legal papers or receive process on behalf of the client20 Senior Companion Program’s Dos and Don’tsDO's:1. Call 911 in case of an emergency. 2. Respect the confidential nature of your assignment and client(s) 3. Report any concerns or problems with your client(s) to your supervisor. 4. Notify your client(s) and supervisor when you are unable to go to work due to illness, car problems, etc. 5. Report changes in schedules (days and times) to your supervisor 6. Let the client know if you are uncomfortable performing a task or errand they request. 7. Go shopping and run errands for client(s) if/when they are unable to go shopping. 8. Pick up client’s prescriptions, when appropriate. 9. You may be required to deposit a check in their bank account if the client is unable to do it. You must get a receipt from the bank indicating the deposit.DON’Ts:1. Do not borrow money from or lend money to any client. 2. Do not solicit tips or gifts from your clients. 3. Do not try and pick up the client if they have fallen. Call for help. 4. Do not drive your client’s car. 5. Do not eat client’s food unless invited to share a meal by the client. 6. Comply with the confidentiality code. Do not discuss anything about your clients with friends, family, fellow companions, other clients, etc. 7. Do not purchase alcohol for any clients. 8. Do not take a client into your home to live with you.21 The Role of a Senior Companion in a Senior Day Care Center Nursing Home FacilityActivities allowed:1. Reality orientation 2. Visiting with client 3. Assisting assigned client with individual activity 4. Assisting and encouraging client with limited mobility to function at their optimum level 5. Helping maintain outside contact with family and/or friends 6. Maintain confidentiality of client and center information 7. Play cards and games 8. Help with grooming 9. Serve refreshments to the client 10. Read to clientActivities not allowed:1. Clerical tasks 2. Group activities (except to transport one client to the group and remain with that client to help the client participate in the activity). 3. Food preparation 4. Setting up and/or cleaning up group activities 5. Religious instruction, religious services or any form of proselytizing (preaching).22 Things To Do While Visiting Your Older Adult1. Talk about what you both have been up to since your last visit together 2. Bring photos of family and friends – from days gone by or some recent snapshots 3. Create a photo album, framed photograph collection or poster to hang up 4. Make a special scrapbook celebrating your older adult’s lifetime 5. Write or tape your older adult’s memoirs or autobiography 6. Share your own favorite stories and memories 7. Bring vacation photos, souvenirs, postcards, maps, and stories of your travels 8. Read aloud from newspapers and magazines to help your older adult stay in touch 9. Look at magazines that have a lot of large colorful pictures together 10. Subscribe to your older adult’s hometown newspaper and bring it alone 11. Read letters from family and friends 12. Help your older adult write or tape letters or send greeting cards out to people 13. Find a pen pal and help your older adult correspond with this new friend 14. Create a poster or mobile from pictures cut from magazines 15. Bring items related to the season or upcoming holiday to enjoy and talk about 16. Have an indoor picnic with your older adult’s favorite picnic foods 17. Enjoy a cup of favorite beverage that you’ve brought along in your thermos 18. Bring the musical instrument you play and give your older adult a private concert 19. Teach your older adult to play an instrument, or learn together 20. Sing…hum…whistle…together 21. Play “name that tune” with records, tapes, or music on the radio 22. Listen to music together 23. Play charades 24. Wind yarn together for a knitting project one of you is working on 25. Play cards 26. Do exercises together to keep in shape 27. Read a chapter of a novel or several poems each time you visit 28. Write poetry or a short story together 23 29. Look at and listen to an old-fashioned music box 30. Make a “joy box” by filling a decorated shoe box with fun and favorite items 31. Watch the seasons change out the window together 32. Make a potpourri together and hang it up to keep the room smelling sweet 33. Tell jokes to one another, bring along a joke book 34. Bring along an old friend of your older adult for a special reunion 35. Take a photo of your older adult to send to family and friends 36. Take a walk together outside or sit on the porch or patio 37. Make scarves, mittens, toys or the like to give to a children’s hospital 38. Celebrate the holidays together with special parties for two 39. Keep track of favorite sports teams 40. Learn a new work each time you visit together 41. Challenge your older adult in a two person spelling bee 42. Play along with the television game shows 43. Dance or tap your toes to your older adult’s favorite dance music 44. Bring along a travel book or brochures to dream about your fantasy vacation 45. Use some small rhythm instruments to make your own music 46. Read the Farmer’s Almanac and keep track of which predictions come true this year 47. Play tic-tac-toe or hangman 48. Ask your older adult to share changing memories of the community over the years 49. Make a list of all your older adult’s favorites – foods, movie stars, songs, teachers 50. Clip coupons 51. Bake cookies or some other dessert 52. Reminisce about the first day of school 53. Identify states and capitols 54. Make a family tree poster 55. Give a manicure 56. Put a simple puzzle together 57. Decorate place mats24 SafetyThe primary role of the Senior Companion Volunteer is that of providing companionship. It is not the intent of the program nor is it the role of the companion to be assigned activities that would place the companion in an unsafe, hazardous work environment, which would specifically put the companion at risk due to exposure or direct contact with infectious/hazardous wastes.To assist in preparing each Senior Companion for the unexpected, the program encourages that each volunteer work carefully and report unsafe, hazardous conditions immediately to their supervisor. Senior Companions are not expected to be responsible for the cleaning or disposal of a client’s belongings.Infection Control – Protect YourselfFor your safety, treat all blood and body fluids from all equipment as potentially infectious. We know that individuals (clients) who have no signs or symptoms may be carrying infectious bacteria and viruses. You can reduce the transmission of disease by being careful and using good hand washing. Use the hand washing procedures below.25 Hand Washing ProceduresTo be followed consistently. The frequency and quality of hand washing is probably our greatest deterrent to disease.1. Wash before and after handling food. 2. Wash when returning to a room setting from outside activities. 3. Wash several times daily – just as good basic hygiene. 4. After you use the bathroom, blow your nose and after grooming and eating.Hand washing procedure:1. Wet hands thoroughly with warm water. 2. Use enough soap from dispenser to create lather. 3. Use vigorous rubbing movements for at least 30 seconds. 4. Clean under fingernails if needed and at least once a shift. 5. Wash all areas of hands: palms, backs of hands, between fingers, and wrists. 6. Rinse hands thoroughly. 7. Dry hands thoroughly with clean paper towel. 8. Turn off faucets with paper towel.In the event a situation should arise that would endanger yourself or the client, the following procedure should be followed:1. Leave the premises IMMEDIATELY!!2. If you feel your client is in danger, call the 911 emergency number and notify the police of the situation.3. Call your station supervisor and tell him/her what is happening.26 Senior Companion BenefitsI. Stipend enior Companions receive a standard non-taxable stipend of $2.65 an hour and may volunteer between 15-20 hours each week. Attendance at official events such as orientation, in-service training, advisory board meetings, and recognition events is included as service time.The Senior Companion stipend and travel or meal reimbursement shall not be subject to any tax or charge, or be treated as wages or compensation for the purpose of unemployment, temporary disability, retirement, public assistance or similar benefit payments or minimum wage laws. These payments shall not reduce or eliminate the level of eligibility for assistance or services any Senior Companion may be receiving under any federal, state, or local government program (Public Law 93-1130).The Social Security Administration has instructed that the stipends be excluded as income in determining the amount a volunteer will receive in hi/her Social Security check. The stipend cannot be used in calculating a Senior Companion’s eligibility for supplemental security income (SSI), food stamps, low-income housing, or any other federal programs that base eligibility on income.II. Meals Senior Companions may be provided with one nutritious meal per day by their volunteer station when possible. Senior Companions who carry a sack lunch, and have lunch time duties as part of their volunteer service hours will be reimbursed a standard amount of $2.50 per sack lunch.27 III. TransportationSenior Companions shall receive reimbursement for transportation to and from volunteer assignments and official program activities such as, orientation, in-service training, advisory board meetings, and recognition events. Senior Companions are encouraged to use the least expensive means of transportation available in traveling between their homes and volunteer stations or private homes.1. Bus rides and other alternative transportation: Senior Companions who ride the bus or use other special transportation programs will be reimbursed the actual bus fare paid. 2. Use of a personal vehicle: Reimbursement to Senior Companions who drive their own cars is based on the rate set by NAU- Civic Service Institute Senior Companion Program. The rate is $0.445/mile. Companions who pick up other Companions will be paid for the extra distance they travel if authorized by the project director. SCP volunteers will also be reimbursed for client miles: miles driven to transport clients. Total mileage cannot exceed 350 miles per month. All Companions who drive must comply with Arizona state laws and must possess and provide current copies of a valid driver’s license and current automobile insurance. Companions found in violation will be placed on probation immediately. 3. SCP Volunteers may not accept money from clients or their families for transportation. 4. Passengers: Senior Companions who ride with another Companion will not be reimbursed for any transportation costs since the driver is reimbursed. For insurance reasons, volunteers must not pay one another for transportation expenses. 5. Bus riders/Drivers: Senior Companions who use two modes of transportation will be reimbursed two ways. When Senior Companions ride the bus they will be reimbursed actual bus fare 28 for the days they ride the bus. When Companions drive they will be reimbursed at the current rate. Companions must note on their time sheet the dates and types of transportation used in order to be reimbursed correctly. 6. Parking Costs: Should be recorded at the actual rate for reimbursement. Leave and Holiday PoliciesSick LeaveSenior Companions accrue sick leave at a rate of .0463 per hour worked (this is equivalent to 12 sick days per year). Sick leave is earned starting with orientation & training and for all served hours thereafter. Sick leave may be used when the companion is unable to work due to a personal illness or because of a medical or dental appointment. The client, SCP staff, and volunteer station must be notified when the companion is ill.A Senior Companion may use accumulated sick leave time if a member of his/her family is ill. The immediate family includes:Husband/Wife Mother FatherSister Brother SonDaughter Father-in-law Mother-in-lawSister-in-law Brother-in-law Son-in-lawDaughter-in-law Grandson GranddaughterIf a Senior Companion has used sick leave for personal illness for 3 consecutive days or more, he/she will be asked to submit a signed doctor’s statement to the SCP office. When accrued sick leave is exhausted, eligible vacation time will be used. 29 30 SCP VacationSenior Companion becomes eligible for vacation leave after 6 months of service. Vacation leave is accrued at a rate of .0919 per hour worked (this is equivalent to 24 vacation days a year). Vacation leave shall be earned during orientation and after a volunteer begins assignments. Vacation days are based on a 20 hour week. Senior Companions are encouraged to take a vacation each year. Vacations of one or more weeks must be requested in writing at least one week in advance for approval. Companions should not accrue more than 40 hours (2 weeks) of vacation. It this occurs, the Senior Companion will be requested to receive approval from the SCP office to use accumulated vacation leave before the end of the year. Leave Without PaySenior Companions will be required to use all of their appropriate accumulated stipend leave (sick and vacation leave) before taking leave without pay (LWOP). Companions wishing to take LWOP will be required to receive approval from the SCP staff for the leave request and notify the volunteer station. No vacation or sick leave may be accumulated during LWOP. LWOP can only be taken for a total of 16 weeks.Funeral LeaveUp to three (3) days leave with stipend is allowed for immediate family members (see list under sick leave), or a close friend, for in state. Up to five (5) days leave for out of state. Approval must be given by the SCP office. 31 Jury DutySenior Companions called for jury duty will receive their stipend minus what they are paid by the court until they are released from jury duty.HolidaysThe following 13 holidays are observed by the Senior Companion Program. Some of your stations may observe different days that may be subbed for the days below, however, you cannot go over 13 holidays a year.New Year’s Day Martin Luther King Day President’s Day Spring Holiday (may be used for Good Friday, Passover) Memorial Day Independence Day Labor Day Fall Holiday (may be used for Columbus Day) Veteran’s Day Thanksgiving Friday after Thanksgiving Christmas Christmas Eve or the day after Christmas32 Snow Policy1. Listen to the radio before going out to your client(s).2. If your local school district announces a “Snow Day” or that it is closed for the day, do not go to your client(s). You will be paid for your regular scheduled hours for that day. On your time sheet, write “Snow Day”. No mileage or meal allowance is claimed on a Snow Day.3. If your local school district announces a Snow Day Schedule, or that schools open one or two hour late, you may go to your client’s one to two hours hour later or leave one to two hours earlier and still claim 4 hours of volunteer time on your time sheet.33 Time SheetsTimesheets and business postage prepaid envelopes are sent to volunteers at the beginning of each month. The timesheets are from the first day of the month to the last day of the month.Timesheets are completed with the following information:1. Volunteer name and station at the top of the timesheet 2. The date is provided 3. “D” = the number of hours volunteered 4. “T” = the number of hours for training, in-service, meeting, workshops, conferences, etc. 5. “H” = the number of hours claimed for holiday leave. 6. “VL” = the number of hours claimed for vacation leave. 7. “SL” = the number of hours claimed for sick leave. 8. “Clients” – SCP Volunteers write the name of the client visited. “Activities” –FGP Volunteers write one worked describing the activity ie. “tutoring”, “reading”, “art”, etc.34 9. Number of miles driven round trip from home to client and transporting clients, not to exceed 350 miles. If using the bus or other special transportation services, please write the total amount paid round trip, ie. $4.00. 10. If brown bagging or purchasing a meal, write “1” 11. If the volunteer site donates a meal indicate the number of meals donated to you that day.At the end of the month, the station supervisor and volunteer must sign the timesheet and mail it to your volunteer coordinator as soon as possible.Paychecks for timesheets received are mailed out by the 15th of the month. The checks are generated by NAU accounting and therefore have the NAU insignia on the check.Senior Companion InsuranceSenior Companions are eligible for three kinds of insurance: accident, personal liability, and excess automobile liability. These are not substitutes for personal insurance and only apply while volunteers are engaged in program activities or traveling to program activities. This insurance coverage is considered secondary. Any insurance you have, such as Medicare, any other health insurance, auto insurance, etc. is billed first.Excess Accident Medical CoverageThis will pay up to $25,000 for medical treatment, hospitalization and nursing care required as a result of an injury that occurred while the Senior Companion was working. The maximum benefit of this coverage is $25,000. It does not duplicate benefits payable under Medicare or any other collectable insurance coverage.The coverage is for any personal injury that occurs while the volunteer is traveling directly to and from the volunteer station and while participating in volunteer activities. It also covers the volunteer while attending 35 orientation, in-service training, advisory board meetings and recognition activities. Medical expenses must be incurred within 60 days of the incident. Expenses are covered for a one-year period following the incident.Other than dental X-rays, dental care is covered up to $500 per tooth, per accident. The maximum benefit per accident is $900. This insurance also covers up to $50 for repair of eyeglass frames and $50 for lenses. Also included under this policy is:Accidental Death and Dismemberment CoverageThis coverage pays for death or loss of limb or sight occurring within one year after a covered accident. The benefits are as follows: Loss of life (paid to beneficiary) $2,500; loss of both hands, feet or eyes $2,500; loss of either hand, foot or eye $1,250.Personal Liability InsuranceAll Senior Companions are (collectively) provided with liability insurance with a limit of $1,000,000 per occurrence per organization. This provides protection for a personal injury or property damage liability claim that arises from the performance of the Senior Companion.Exclusions to this policy include: injuries that arise from the use of a car, aircraft or watercraft; errors or omissions in connection with the Senior Companions services; personal injury resulting from assault and battery committed by the volunteer; property damage to property in care or control of the volunteer; and injury or damage by any person who is part of a court-ordered program.Excess Automobile InsuranceThis insurance protects the volunteer for personal injury and property damage that arises out of their volunteer activities, including driving 36 between their home and volunteer station. The maximum benefit of this policy is $500,000/accident.Legal RepresentationSenior Companions may receive legal counsel, court costs and bail for a suit held against them when it is the result of the volunteer activities.If you have an accident that results in personal injury, contact the Senior Companion Program Director at (928) 523-6584.In the event of a liability claim, immediately call the Program Director at (928) 523-6584.Senior Companion Program PoliciesConfidentialityConfidentiality is a very serious matter to the Senior Companion Program and an important responsibility. Senior Companions will know and have access to information concerning agency clientele and other matters that must be held in strictest confidence.Senior Companions are responsible for holding this trust. We believe everyone has the right to his or her own privacy.Companions are urged to discuss clients only with appropriate staff and at the appropriate time and place. This is a moral and legal obligation.Any breech of confidentiality may result in disciplinary action or termination.37 Statement of ConfidentialityI fully understand that it is my responsibility to keep confidential any personal, family, medical, or financial information concerning any client with whom I am in contact.I will not discuss anything concerning my client with anyone other than my supervisors. I will not divulge any information that may identify the client or his/her family that may cause embarrassment to him/her or to his/her family.If necessary to speak of a client, I will use the first name only. I will not give out a client’s name, address or phone number. I understand that I can be held liable for willfully and knowingly releasing confidential records or information about a client.Signed______Date______In Service TrainingAll volunteers must attend the monthly in service meetings. The meetings are 4 hours long, once a month and must be recorded on your timesheet under “T” for training. Round trip mileage for the meeting may be included in the mileage section of the timesheet. All volunteers are required to attend the trainings. If a volunteer is unable to attend, the volunteer is responsible to attend a community training during that month. This could be training at the local Community Center, Area Agency on Aging, Caregiver Coalition or anything that would help the volunteer learn what is available for seniors in the community or to provide information/referral for resources. If a volunteer misses an In Service Training and will be attending a local training, the volunteer coordinator must approve that training. Missing three (3) trainings that have not been made up, results in a volunteer being placed on probation. During a 6 month probation time, if a volunteer misses one In Service Training, the volunteer may be separated from the program. 38 Use of drugs and/or alcoholAny Senior Companion serving in their official capacity as a volunteer who is found to be using controlled substances or alcohol improperly shall be immediately dismissed from the program.At no time shall a Senior Companion purchase or procure alcohol or illegal drugs for a client. Reports of such activity shall be investigated and the Senior Companion found in violation of this policy shall be subject to immediate dismissal. However, if a senior companion is with a client at a store and the client would like to purchase alcohol legally for their personal consumption, they are allowed to do so.Senior Companions who note or suspect an excessive use of alcohol or drugs by the assigned client should address these concerns with the volunteer station supervisor or the Senior Companion Program Coordinator.SmokingWhile Senior Companions are with clients, a no smoking policy is required in the client’s home. However, if the client smokes in their own home and gives the volunteer permission to do so, then smoking with the client is allowed. If this is not the case, companions may take two 10 minute breaks or one 15 minute break during their working schedule. However, if the client is on oxygen, smoking is not allowed in the home, even if the client gives permission to the volunteer. IT IS VERY DANGEROUS TO SMOKE AROUND OXYGEN as oxygen causes items to burn hotter and faster and oxygen can ignite easily. SMOKING AROUND OXYGEN IS A SEVERE FIRE HAZARD.Voluntary Withdrawal39 On occasion Senior Companions choose to leave the program. It is requested that a companion submit a written statement of resignation stating the date he/she will leave the program and the reason. It is suggested that companions give a two-week notice to their volunteer station and to the SCP office.Disciplinary ActionIt is the intent of the Senior Companion Program to provide a positive and meaningful experience for each volunteer. Unfortunately, occasions do occur where disciplinary action must be taken to insure the maintenance of a quality program.Disciplinary ProceduresThe volunteer station supervisor is required upon a first offense to give a written warning to the companion with a written memorandum in the Companion’s file and a copy given to the Senior Companion and the SCP staff. At this time, notice of disciplinary consequences should be given to the companion in the event that he/she continues behaving in this manner. The following are examples of actions that may result in disciplinary action: Violation of confidentiality 40  Failure to complete monthly in service training requirement. Repeat cancellation on a client, cancellation without cause, or cancellation without notifying staff Failure to follow the care plan Failure to accept supervision from volunteer station and/or staff Repeated refusal to take an assignment when serving less than 16 hours a week  Inappropriate behavior while on duty (i.e. sleeping, tardiness, excessive use of the telephone, etc.) Inappropriate behavior, while off duty, that may reflect a volunteer’s poor judgment and inability to effectively provide service to the community ( i.e. abuse of illegal substances, sexual misconduct, child or elder abuse, etc.)Immediate Separation from the ProgramArizona is an “at will” State and volunteers serve at the will of Northern Arizona University. Should Northern Arizona University decide, you can be terminated as a volunteer at the will of Northern Arizona University with immediate notice. There is zero tolerance for volunteers who engage in the following activities while on-duty: Elder abuse  Child abuse  Sexual misconduct  Use of alcohol or illegal drugs  Misrepresentation of volunteer hours, mileage or meals to defraud the program  Financial misconduct with clients41 There is zero tolerance for volunteers who engage in activities while off duty that reflect poor judgment. These actions include, but are not limited to: 1. Abuse of any elderly person 2. Abuse of any child 3. Abuse of illegal substances 4. Theft or embezzlement 5. Sexual misconductReassignmentReassignment is the change of a Senior Companion from a current volunteer station assignment to another. Reassignment is made solely by the SCP staff and depends on availability of service opportunity at an appropriate alternative placement and acceptance of the new assignment by the Companion and by the new volunteer station. The SCP staff may reassign a Companion when:1. A decision is made to remove a Companion from the current volunteer station due to any incompatibility between station and/or client and volunteers, and for reasons that in the opinion of SCP staff would not preclude assignment to an alternative volunteer station.2. The Senior Companion requests a change to meet new circumstances of health, transportation, residence, or for reasons of convenience or preference in type or place of assignment.42 3. SCP staff require changes due to program considerations such as transportation costs, needs of another volunteer station, termination of the current volunteer station’s participation with the program, changes in the SCP focus or objectives, etc.4. Mutual discussion of SCP staff, the volunteer station supervisor and/or the companion, determine that the companion’s opportunities of service would be improved or enhanced in an alternate setting.Reassignment actions will be preceded by a discussion involving the SCP staff, the Companion and the appropriate volunteer station(s).Grievance and Appeals ProceduresThe purpose of the grievance procedure is to provide a just and equitable method for the prompt resolution of grievances without discrimination, coercion, restraint, or reprisal against the Senior Companion or the assignee/client being served who may submit or be involved in a grievance. The procedure is as follows: Step one: The Senior Companion submits a written complaint to the Volunteer Station Supervisor with a copy sent to the Senior Companion Program Coordinator so the Coordinator is aware of the complaint..Stage two: If the complaint is not resolved, the Senior Companion may submit a written complaint to the SCP Volunteer Coordinator within 30 days after the action has taken place43 Stage three: If further action is needed, or if the Senior Companion disagrees with the outcome of the review, the Senior Companion may submit a written complaint to the Senior Companion Program Director of the program in order to appeal the Volunteer Coordinator’s decision. The Program Director’s decision is the final decision; there are no other options for appeal.Permanent SeparationPermanent separation from the Senior Companion Program can only result from official action and notification by the Program Director. Such notification shall be made in writing to both the companion and the current volunteer station.A.Immediate separation may occur without advance notice to the companion or volunteer station in the following circumstances:1. A decision is made to remove a companion from the current volunteer station under the procedure outlined in the appeals procedure, and SCP staff determines that the companion should not be considered for alternative placement.44 2. Excessive absence or absences from assignment for 3 or more consecutive days without notice to the SCP office or volunteer station.3. Theft, embezzlement, or misuse of the funds or property belonging to the agency, staff, or clients of SCP, the volunteer station or others.4. Falsification of documentation of hours, income statement, or information on the application form.5. Abuse of client or client’s property.6. Actions of the companion that have endangered the health and safety of clients, of another companion, or of staff or clients of the volunteer station, SCP, or Northern Arizona University Regional Gerontology Institute. 7. Use of the Senior Companion position for personal gain.8. The Companion’s annual income increases to more than 20% above the eligible level set by the Corporation for National Community Service.9. A Companion has been absent from service on leave without pay for a specified period (maximum of 16weeks) and is unable to return to service.B.Permanent separation from the Senior Companion Program may also occur under other circumstances. In such circumstances as those listed below, a separation action will be preceded whenever possible by at least two weeks written notice to the companion. A copy of the notice will be sent to the current volunteer station. When appropriate, the two-week period must provide an opportunity for correction of the problems.1. Reduction of the total number of Senior Companions necessitated by the Northern Arizona Civic Service Institute Senior Companion Program funding limitations.2. Failure of the Companion to abide by rules stated in the Senior Companion Handbook.45 3. Refusal of inability of the Companion to carry out a reasonable and necessary function of the Senior Companion role.4. A decision to remove the Companion from the current volunteer station has been made and no opportunity exists for an appropriate alternative assignment.C. Permanent separation may occur from the Senior Companion Program when the Companion notifies the program staff of resignation from the program. The Companion is requested to give notice in writing of the effective date of resignation and to provide a minimum of two weeks notice to permit other arrangements to serve persons visited. The Senior Companion Program staff will inform the volunteer station supervisor immediately of a Companion’s verbal or written resignation notice.Special RegulationsI. Non-discriminationWe are an inclusive project. No persons shall be excluded from participation in, or be denied benefits of participation in the Senior Companion Program on the grounds of race, creed, belief, color, national origin, sex, age, disability, sexual orientation or political affiliation, as protected by federal law.II. Religious Activities Senior Companions will not give religious instruction, conduct worship services, or attempt to influence the clients religious beliefs.46 III. Political ActivitiesSenior Companions may not, while on duty, or in situations when off duty but are presenting themselves as Senior Companions:1. Influence the outcome of any election to public office2. Engage in voter registration activity3. Transport voters to polls or similar help with an election.4. Influence the passage or defeat of legislation or proposals5. Participate in any unlawful demonstration or civil disorder6. Engage in lobbying activities Exception: Senior Companions may be involved in legitimate group activities of the organization to which he/she is assigned that may involve legally conducting petitioning.Performance ReviewAnnual EvaluationThe performance of each Senior Companion will be evaluated annually. The review will be based on the companions performance on assignment, and participation in program meetings and activities.The evaluation meeting will include the Senior Companion, the volunteer station supervisor, and when possible, the SCP volunteer and/or program director. A formal written copy of the evaluation will be discussed and completed. A copy of the evaluation will be sent to each Senior Companion and a copy will be kept in the Companion’s file.47 Income ReviewSenior Companions are required to complete an income review form annually. Companions will be allowed to remain on the program if their incomes meet the guidelines established by the Corporation for National and Community Service. Any misrepresentation of income will be cause for immediate dismissal from the program.PhysicalsSenior Companions will be required to complete an annual Physical form. This lets the program, you, and your doctor know that you are healthy and fit to be a Senior Companion.Dress CodeCompanions must practice good personal hygiene. Clothing must be neat, clean, and appropriate. Clothing should be comfortable and washable. Shoes should be comfortable and safe.48

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