CAREGiver Handbook - Issue 18 - JAN2023

CAREGiverSM Handbook
CAREGiverSM HANDBOOK
Welcome...
We welcome you to Home Instead®, Ireland’s trusted source of home care for the elderly. Home Instead is committed to
providing the highest quality of service to our clients. As a CAREGiverSM, you will be an important part of assisting the elderly in
maintaining their independence in the comfort of their own home for as long as possible.
Availability, reliability, and compatibility are all considerations when we assign a CAREGiverSM to a client. Our team takes pride in
making the best match for everyone involved.
Our CAREGivers really do make a difference in the lives of our clients. We believe our greatest asset is our CAREGivers, and our
success comes in part from hiring the best CAREGivers. You have joined a group of the most dedicated, caring, and
compassionate people in the local community. You’ll find that our CAREGivers have the highest degree of trust, integrity and
pride.
Our team is available to encourage you, to support you, and to answer any questions that you may have. Please call us any time
with your concerns or questions.
Again, we wish you the best in your career with Home Instead.
CAREGiver Handbook: Issue 18 - JAN2023 Each Home Instead franchise office is independently owned and operated. PAGE 2
Table of Contents
COMPANY PROFILE.......................................................................................... 8
INTRODUCTION................................................................................................ 9
EMPLOYMENT POLICIES.................................................................................. 9
HOME INSTEAD IS A NON-MEDICAL COMPANY.......................................... 9
CAREGIVERSM POSITION DESCRIPTION........................................................ 10
CAREGIVING TIPS - “WHAT EVERY CAREGIVERSM SHOULD KNOW”.......... 12
Getting Started................................................................................................................................. 12
First Impressions............................................................................................................................. 12
Communication............................................................................................................................... 12
Housekeeping Activities................................................................................................................. 12
Meals.................................................................................................................................................. 12
IMPORTANT CAREGIVING GUIDELINES, POLICIES & PROCEDURES........ 13

Addressing a Client......................................................................................................................... 13
Telephone......................................................................................................................................... 13
Mobile Phone................................................................................................................................... 13
Personal Care................................................................................................................................... 13
Standard Precautions..................................................................................................................... 13
Housekeeping.................................................................................................................................. 13
Smoking............................................................................................................................................. 13
Meals.................................................................................................................................................. 14
CAREGiverSM Family......................................................................................................................... 14
Personal Issues................................................................................................................................ 14
Lifting, Moving and Handling........................................................................................................ 14
Maintenance & Monitoring of Equipment................................................................................ 14
Exercise.............................................................................................................................................. 14
Prescription Medications and Regular Non-Prescription Medications.............................. 14
Definition of Pre-Dispensed Medication................................................................................... 15
Assistance with Pre-Dispensed Prescription Medication...................................................... 15
Medication Reminders................................................................................................................... 15
Collecting Prescriptions................................................................................................................. 15
Finding Medications in the Client’s Home................................................................................. 15
Feeding.............................................................................................................................................. 16
Safety While Visiting/Working in a Client’s Home.................................................................... 16
Entering a Clients Home................................................................................................................ 16
Keys..................................................................................................................................................... 17
Handling Clients Money and Property....................................................................................... 17
Purchasing of Alcohol/Cigarettes/E-cigarettes......................................................................... 17
Tips, Gifts & Bequests Policy........................................................................................................ 18
Do Not Resuscitate (DNR Requests)........................................................................................... 18
Bereavement and dealing with the death of a client............................................................. 18
Death of a Client.............................................................................................................................. 18
Employee Support.......................................................................................................................... 19
Further Support & Advice............................................................................................................. 19
SAFEGUARDING OF VULNERABLE ADULTS................................................ 19

CHILD PROTECTION AND WELFARE............................................................ 19
INFECTION CONTROL.................................................................................... 19
Standard precautions:................................................................................................................... 19
Personal Hygiene............................................................................................................................ 20
Hand Hygiene................................................................................................................................... 20
Personal Protective Equipment (PPE)........................................................................................ 21
Disposal of Waste............................................................................................................................ 21
Notifiable/Infectious Conditions.................................................................................................. 21
CAREGIVERSM RESPONSIBILITIES.................................................................. 21
Work Assignments.......................................................................................................................... 21
Caring for HSE Clients with Home Instead................................................................................ 22
Ambassadors.................................................................................................................................... 23
Personal Appearance..................................................................................................................... 23
Dress Code....................................................................................................................................... 23
Identity Cards................................................................................................................................... 23
Personal Valuables/Personal Items............................................................................................ 24
Attendance/Punctuality................................................................................................................. 24
Personal Visitors.............................................................................................................................. 24
Transportation – Travel for Work................................................................................................ 24
Company Property.......................................................................................................................... 25
Client Activity Documentation...................................................................................................... 25
Quality Assurance Visits................................................................................................................. 25
Flexibility............................................................................................................................................ 25
Media Queries.................................................................................................................................. 25
Right to Search................................................................................................................................. 26
CAREGIVERSM TRAINING ............................................................................... 26

Induction Programme.................................................................................................................... 26
Training Programmes Subsidised by Home Instead.............................................................. 26
Supervision & Appraisal................................................................................................................. 26
CLIENT CONFIDENTIALITY ........................................................................... 27

Confidentiality Guidelines............................................................................................................. 27
Employee Use of Data.................................................................................................................... 27
CAREGiverSM Responsibilities – Client Confidentiality:............................................................ 28
EMPLOYEE BENEFITS..................................................................................... 28
Compensation and Payday........................................................................................................... 28
Expenses........................................................................................................................................... 29
Miscellaneous Expenses................................................................................................................ 29
LOGGING IN/OUT........................................................................................... 29
Claiming for Hours Worked.......................................................................................................... 29
CALL MONITORING SYSTEM......................................................................... 30

ANNUAL LEAVE & PUBLIC HOLIDAY POLICY.............................................. 30
SICK LEAVE POLICY........................................................................................ 31
MEDICAL CONDITIONS POLICY.................................................................... 31
REST PERIODS AND BREAKS POLICY........................................................... 31
RIGHT TO DISCONNECT POLICY................................................................... 31
MATERNITY, PARENTAL, PATERNITY, ADOPTIVE AND CARER’S,
FORCE MAJEURE & JURY SERVICE LEAVE POLICIES.................................... 32
Maternity Leave........................................................................................................... 32
Parental Leave.............................................................................................................. 32
Paternity Leave............................................................................................................. 32
Adoptive Leave............................................................................................................. 32
Carer’s Leave................................................................................................................. 32
Working while on Carer’s Leave................................................................................................... 32
Force Majeure Leave.................................................................................................... 33
Duration of Leave............................................................................................................................ 33
Eligibility............................................................................................................................................. 33
Procedure......................................................................................................................................... 33
Jury Duty............................................................................................................................................ 33
EQUALITY POLICY........................................................................................... 34
Statement of Equal Opportunity Employment........................................................................ 34
GENDER IDENTITY IN THE WORKPLACE POLICY........................................ 34

ANTI-BULLYING POLICY................................................................................ 34
DISCIPLINARY POLICY & PROCEDURE......................................................... 34
GRIEVANCE POLICY AND PROCEDURE........................................................ 35
COMPLAINTS POLICY..................................................................................... 35
HEALTH & SAFETY POLICY............................................................................ 35
VIOLENCE IN WORK POLICY......................................................................... 35

LONE WORKER POLICY.................................................................................. 35
DRUG AND ALCOHOL POLICY...................................................................... 35
DEALING WITH ACCIDENTS & INCIDENTS - POLICY & PROCEDURE........ 36
EMPLOYEE USE OF SOCIAL MEDIA POLICY................................................. 36
EMPLOYEE USE OF CLIENT BROADBAND SERVICES/
TELEPHONE SERVICES................................................................................... 36
DOUBLE EMPLOYMENT POLICY................................................................... 36
RETIREMENT AGE POLICY............................................................................. 36
WHISTLEBLOWING POLICY & PROCEDURE................................................ 36
LEAVING HOME INSTEAD.............................................................................. 37
CCTV POLICY................................................................................................... 37
DIGNITY AT WORK POLICY............................................................................ 37
DATA PROTECTION PRINCIPLES................................................................... 37
PERSONAL DATA............................................................................................ 38
EMPLOYEE/CAREGIVERSM PERSONAL DATA................................................ 38
HOW WE USE YOUR PERSONAL DATA........................................................ 40
RIGHTS OVER PERSONAL DATA.................................................................... 41
Right to Access................................................................................................................................. 42
Medical Data..................................................................................................................................... 43
Right to Correct................................................................................................................................ 43
Right to be Forgotten..................................................................................................................... 43
Right of Data Portability................................................................................................................. 43
Right to Opt-Out or Withdraw Consent..................................................................................... 43
Right to Complain............................................................................................................................ 43
CODE OF CONDUCT POLICY......................................................................... 44

APPENDIX 1: TIPS, GIFTS & BEQUESTS POLICY........................................... 45
APPENDIX 2: SMOKE FREE WORKPLACE..................................................... 46
APPENDIX 3: TRAVELLING FOR WORK POLICY........................................... 48
APPENDIX 4: CLIENT CONFIDENTIALITY AND DATA PROTECTION......... 53
APPENDIX 5: ANNUAL LEAVE & PUBLIC HOLIDAY POLICY....................... 55
APPENDIX 6: SICK LEAVE POLICY................................................................. 57
APPENDIX 7: MEDICAL CONDITIONS POLICY............................................. 59
APPENDIX 8: REST PERIODS AND BREAKS POLICY.................................... 60
APPENDIX 9: RIGHT TO DISCONNECT POLICY........................................... 61
APPENDIX 10: MATERNITY LEAVE POLICY.................................................. 64

APPENDIX 11: PARENTAL LEAVE POLICY.................................................... 66
APPENDIX 12: PATERNITY LEAVE POLICY................................................... 68
APPENDIX 13: ADOPTIVE LEAVE POLICY..................................................... 70
APPENDIX 14: CARER’S LEAVE POLICY......................................................... 72
APPENDIX 15: EQUALITY POLICY................................................................. 74
APPENDIX 16: ANTI-BULLYING POLICY & PROCEDURE............................ 76
APPENDIX 17: DISCIPLINARY POLICY & PROCEDURE................................ 81
APPENDIX 18: GRIEVANCE POLICY & PROCEDURE.................................... 86
APPENDIX 19: HEALTH & SAFETY POLICY................................................... 88
APPENDIX 20: DRUG AND ALCOHOL POLICY............................................. 91
APPENDIX 21: DEALING WITH ACCIDENTS & INCIDENTS –
POLICY AND PROCEDURE............................................................................. 95
APPENDIX 21A: ACCIDENT INCIDENT REPORT........................................... 97
APPENDIX 22: DIGNITY AT WORK POLICY................................................ 102
APPENDIX 23: DOUBLE EMPLOYMENT POLICY........................................ 113
APPENDIX 24: RETIREMENT POLICY & PROCESS...................................... 114
APPENDIX 25: WHISTLEBLOWING POLICY AND PROCEDURE................ 121
APPENDIX 26: CCTV POLICY........................................................................ 126
APPENDIX 27: LEAVING HOME INSTEAD .................................................. 128
APPENDIX 28: COMPLAINTS POLICY......................................................... 130
APPENDIX 29: VIOLENCE AT WORK POLICY............................................. 138
APPENDIX 30: LONE WORKER POLICY...................................................... 141
APPENDIX 31: CODE OF CONDUCT POLICY.............................................. 145
APPENDIX 32: SAFEGUARDING VULNERABLE PERSONS AT
RISK OF ABUSE POLICY................................................................................ 147
APPENDIX 33: CHILD SAFEGUARDING POLICY & PROCEDURES............ 162
APPENDIX 34: GENDER IDENTIFICATION IN THE WORKPLACE
POLICY........................................................................................................... 184
APPENDIX 35: EMPLOYEE USE OF SOCIAL MEDIA POLICY...................... 187
CAREGIVERSM ACKNOWLEDGMENT FORM - CAREGIVER COPY............... 190
Company Profile
Mission Statement: To enhance the lives of older people, and their families.
Our Values: To treat each other with dignity and respect
To encourage growth in ourselves and others,
and to build value in our service to others
About Us
Home Instead is the world’s largest and most trusted provider of comprehensive home care services for the elderly. These
services are provided through a network of more than 1,200 offices located throughout Ireland, United States, Canada, UK,
Switzerland, Germany, Italy, France, Netherlands, Australia, New Zealand, Singapore and Japan.
Home Instead has twenty-four offices around Ireland providing a meaningful solution for seniors, who prefer to remain at home.
Their quality of life is enhanced without the stress and hardships of interrupted routines and changes in their daily habits. Our
part-time, full-time and around-the-clock services are designed for people who require assistance, supervision, personal care and
home care to remain in their homes. As our population ages, Home Instead will play an even more important role as a provider of
these services.
Please visit our website and sign up to our newsletter to keep informed about ongoing developments in Home Instead.
http://www.homeinstead.ie/
We expect you to keep this handbook in a safe place and to review it regularly.
Introduction
Purpose of the Handbook
As a new employee, you may have questions about Home Instead. This handbook is designed to provide you with information
concerning personnel policies and procedures. Our policies have been established to provide good working conditions for our
employees, quality service for our clients and to reward those whose contributions to all our success are above average.
This Handbook forms part of your terms and conditions of employment with Home Instead. You are bound to comply with the
Policies set out herein and any failure to do so may result in disciplinary action being taken against you, up to and including
dismissal.
The Company will revise and update the Handbook as necessary to comply with legislation or to improve the Company’s Policies.
Employees will be notified of any such changes where appropriate. Latest version of the handbook is always available on the LMS.
As the Handbook is there to assist all Home Instead employee, we would like to reiterate that the Company operates an open-
door policy and welcomes your comments or queries on the Handbook.
Due to the nature of our business and the vulnerability of our clientele and their needs we do not employee anyone under the
age of 18 in the interest of client and employee safety.
Home Care Professionals Academy

All CAREGivers have access to the Home Care Professionals Academy Learning Management System (LMS). Induction training
would have been provided to you on this and supported with face to face training in your local office.
Throughout your employment you have access to all the learning and job aids. It is a requirement of employment that you
complete any training assigned to you.
Office Hours
Your local Home Instead office will advise of their opening hours.
A team Member is on call at all times outside of office hours. Please call during regular business hours for all non-urgent
questions or concerns.
Employment Policies
Policies are will provide CAREGivers with additional procedures and benefits of Home Instead. These policies are not designed to
provide specific practices or policies for every situation. If you have any questions regarding specific practice and policies, or how
the general rules apply please do not hesitate to call your Home Instead office.
This policy is intended to create an enjoyable work environment and a foundation that supports the highest quality service for
our clients.
Home Instead is a non-medical company

Home Instead is a non-medical company. There are services which you are permitted and will not be permitted to perform during
the course of your duties. For example, CAREGivers are not permitted to assist in the care of, or carry out the following: Wet
shaves, using hair dye on client’s hair, Invasive wound care, Cutting or clipping of toe and finger nails, Lifting over 25lbs or 11kgs.
The Care Plan for each client will be outlined to you before commencement of the service and you will be informed what you can
and cannot assist with for each individual client based on their Care Plan. You may also receive specific training to a particular
client based on their Care Plan, so that you are competent and trained in providing any specific assistance that may be required.
e.g. Using specific equipment or specific tasks for a clients. The Care Plan can be found in the client journal.
It is imperative that you do not conduct any care or provide services outside the remit of the Care Plan. If you are requested at
any time to perform something outside of the Care Plan and you are unsure if you are meant to be providing this service, please
contact the office immediately to clarify the request and seek approval to perform the duty. If you are ever in doubt of any request,
please contact the office or after-hours phone immediately for clarification.
CAREGiverSM Position Description

The following list of duties are intended to describe the general nature and level of work performed by those assigned to a Client.
This is not a comprehensive list of all responsibilities, duties, skills, efforts and conditions associated with these positions. The
Company reserves the right to modify this description in the future, with or without notice, to the employee.The following outline
of responsibilities does not create an employment contract, implied or otherwise. These responsibilities are subject to possible
modification to reasonably accommodate individuals with disabilities.
Description
To provide professional housekeeping and care services to clients according to Home Instead policies.
AS A CAREGIVERSM
1. Objective:
Home Instead CAREGivers provide a variety of non-medical services that allow seniors to remain in their homes. These
services are meant to enhance the quality of life for seniors. Home Instead CAREGivers help clients and their families meet
the challenges of aging with dignity, pride, care and compassion.
2. These services generally fall under three categories:
• Companionship
• Home Help
• Personal Care
Companionship: Companionship services are those that stimulate, encourage and assist an individual. The primary
responsibilities of Companionship services include the following:
• Providing companionship and conversation
• Providing stabilisation and assistance with walking
• Preparing meals and cleaning up meal-related items

• Providing medication reminders and appointment reminders
Home Help: Home Help services generally involve light housekeeping, errands or incidental transportation. The primary
responsibilities of Home Help services include the following:
• Performing light housekeeping tasks (dusting, vacuuming, making beds, changing linens, cleaning bathrooms, kitchens etc.)
• Washing and ironing laundry (Ironing not permitted by HSE)
• Running errands
• Accompanying clients to appointments
Personal Care: Personal Care services are personal in nature and often include assistance with activities of daily living. The
primary responsibilities of Personal Care services include the following:
• Assisting with bathing
• Assisting with dressing and grooming
• Assisting with hygiene, toileting and incontinence care
Additional CAREGiverSM Responsibilities
These include the following:
• Reflect the core values of (Home Instead).
• Document daily activities and report any significant changes or concerns in regard to a client’s needs, living conditions,
mental, physical or emotional condition.
• Contribute to a positive living environment to enhance a client’s quality of life
• Regularly communicate with your supervisor and office employee
• Use equipment and supplies as necessary, safely and properly in accordance with internal policies, practices and
procedure
• Report hours of work according to office policy
• Perform other reasonable duties as assigned
Essential Experience, Skills and Qualifications
These include the following:
• Ability to treat and care for clients and their property with dignity and respect
• Ability to adapt to various living environments and locations
• Ability to communicate with clients and family members in a friendly and congenial manner
• Ability to maintain confidentially regarding client information
• Requirement to run errands and provide incidental transportation for a client
• Be consistently highly motivated and enthusiastic
• Physically fit to carry out demands of the role. Ability to perform manual tasks
• Ability to work a variety of care visit times, including overnights
• Excellent time keeping and attendance
Desirable Experience, Skills and Qualifications
• QQI qualification in care or working towards it
• Full driving licence with access to a vehicle

• Previous experience as a CAREGiverSM
Caregiving Tips - “What every CAREGiverSM should know”

Getting Started
• Remember that you as a CAREGiver SM
are there to provide a service to the client. There are reasons and needs for you being
there. Once you are aware of those needs, you should plan to meet them in a timely, caring, and professional manner.
• You are a guest in their home. You should act professionally, politely, and show genuine concern for their well-being. Often
times, you will be acting in the place of a family member.
First Impressions
• Introduce yourself as a CAREGiver SM
from Home Instead and let them know a little bit about yourself i.e. name, where you
come from and the type of work you have done in the past.
• After the introduction and tour of the home, and as soon as possible, tell the client you would like to review the
Communications Journal. This will familiarise you with the client and their needs.
• At the beginning of the shift, discuss what you are planning on doing with the client. Ask them for suggestions on how you can
assist them during your time with them. It is important for some clients to be independent and to be able to tell you what they
want you to do. Clients consent must be given if able to do so.
• CAREGivers should leave their personal problems at home. Enter the home with an upbeat spirit and let your client know that
you are happy to have this time with them. Do not discuss any client activity with other clients or CAREGivers.
Communication
• Test the atmosphere to see how much conversation with your client is appreciated. Often times too much talking or asking
questions is not appropriate for your client and it wears them out. A good rule of thumb is to speak as much (or little) as you
are spoken to.
• Do not pry into the personal lives of your client. Often times, they do not want to discuss their past until they are more
comfortable and more trusting with you.
• When leaving the client’s presence, give a brief explanation of where you are going and what you’ll be doing. (Example: “Mrs.
Brown, I am going into the bedroom to make your bed and it should only take a few minutes.”) This will put their mind at ease.
Housekeeping Activities
• Remember in cleaning up cluttered rooms, your client may want things in special places. Always ask before rearranging the
items in a room. The client may be more “at home” if things are where they put them. Big changes or “cleaning up” may not be
the best for the situation.
• If you think there are dangerous situations in the home with trip hazards (rugs, cords, etc.), chemicals mixed with food, etc.,
tell the client about the hazard, and act to correct it immediately. Please contact the office to report any health & safety issue
that may impact on yourself or your client, where you are unable to minimise the risk immediately yourself.
• Before you throw anything away, always check with the client to be sure they approve. Often times, what someone considers
trash, someone else considers of value.
Meals
• Discuss meal planning with your client to see what sounds appealing to their appetite. This is another way that they can
maintain their independence.
• When preparing foods, it is important to keep the client’s needs in mind. How much will they eat? Always wash hands before
and after handling food.
• When serving a meal to your client, be aware of serving dishes that do not tip, and serving food in portions that are easy to
chew, and presentation of foods that look especially appealing to those with limited appetites.
• Seniors may be more comfortable eating smaller portions. They may rather eat and drink more often rather than having a
large meal. But prepare small portions that will limit wasting food since many are on a limited budget.
• Always sit down with the client at mealtime. It may be appropriate to read a magazine at the table rather than sitting and
watching them. Visiting with them aids in their digestion. If you do eat with them, try to eat at their pace. They will be more
comfortable and eat more at each meal.
Important CAREGiving Guidelines, Policies & Procedures

Addressing a Client
All clients are to be addressed by their last names (such as Mrs. Jones) unless otherwise instructed by the client.
Telephone
When answering the telephone in a client’s home you must identify yourself by first name, for example, “Hello, Smith residence,
Delores speaking”. Personal use of the client’s phone is reserved for emergencies only or to contact the office. Do not give your
phone/ mobile phone number to a Client / Client representative / Clients family. The Client / Client representative / family will
always make contact through the office.
Mobile Phone
When you are with your client it may be necessary to make or receive calls regarding the service. However, mobile phones may
not be used for your own personal use during the service unless in an emergency.
Personal Care
When carrying out personal care with a client you must wear gloves. It is prohibited to assist or dye a client’s hair or use any harsh
chemicals other than shampoo/ conditioners /hair spray on their hair. You are not permitted to cut a client’s hair.
Standard Precautions
You must wear gloves in any situation where there is a risk of handling body fluids. Always wash your hands before and after
wearing gloves.
Housekeeping
We provide light housekeeping services by maintaining an already clean home. We do not do deep cleaning or scrubbing. If a
client requests otherwise, please contact the office.
Smoking
As CAREGivers you are not permitted to smoke when you are with your client, Smoking is only permitted when you take an official
break. Smoking is not permitted inside or outside a client’s home, even if the client invites you to do so. This policy also applies to
Vaping (e-cigarettes). You should be respectful of clients when delivering personal care and avoid smoking prior too or during
care provision visit as the smell of “smoke” can be offensive when in close proximity delivering care. We endeavour to ascertain if
a client smokes in the home and will advise you accordingly. If you do not wish to provide care in a smoker’s home, please advise
your client co-ordinator and they will not assign you to these clients.
Meals
All CAREGiverSM meals for the duration of the shift are to be furnished by the CAREGiverSM themselves. Clients may provide meals
on an invitational basis, but this should not be expected.
CAREGiverSM Family
No children, spouse, relative, friend, or pet may accompany a CAREGiverSM to an assignment.
Personal Issues
CAREGivers must not discuss their personal problems and issues with the client.
Always Remember:
• You are a guest in the client’s home. Never move objects or furniture without consulting the client first.
• Your role as a CAREGiverSM is to assist your client to remain as independent as possible in their own home.
Lifting, Moving and Handling

All CAREGivers have a 25lbs, 11.3kgs. lifting restriction. This is similar to the weight of a grocery bag or a small chair. No lifting of
heavy furniture is allowed. For any items, lighter than this restriction, you can make your own call on whether you are capable of
lifting the item or not. Do not attempt to lift any item if you are in doubt or uncomfortable with doing so.
Under no circumstances should you ever attempt to lift a person without the use of a mechanical aid e.g. hoist. It is compulsory
that you have been trained in the use of the mechanical aid before you attempt to use the equipment.
Home Instead provides training in Client Moving and Handling. This is mandatory training which has to be refreshed every two
years.
Maintenance & Monitoring of Equipment

Items of equipment e.g. hoists, step up stools, ladders, wheelchairs should be checked by the user before use on each occasion
or at least at the commencement of each working day. Be vigilant and watch out for general wear and tear issues so these can be
addressed and/or items replaced quickly.
Do not operate or use any equipment or machinery if you are in any doubt of its safe functioning and condition so as to ensure
the safety and welfare of both yourself and the client. Report any issues immediately to the office.
Any issues or faults with the equipment or machinery should be reported immediately to the Home Instead office, who will then
inform the relevant contact in the HSE and/or client family member.
Exercise
CAREGivers may assist clients with exercise by encouraging normal body movement. CAREGivers may verbally encourage clients
to participate in an exercise routine prescribed by a licensed health care professional but may not assist the client with the
routine.
Prescription Medications and Regular Non-Prescription Medications

Home Instead recognises that due to the unavailability of medical personnel and families at medication times, it may be
necessary to assist the clients we serve. Consent is on profile form.
The CAREGiverSM must have attended Induction training which covers assistance with Prescription Medications. Guidance will be
provided for each individual client needs and additional training if necessary, will be provided for any changes required for
specific client requirements.
When Medications are prompted, it must be recorded in the client activity log, which resides in the Clients Journal in the home.
Definition of Pre-Dispensed Medication

This medication has been pre-dispensed and prescribed by the pharmacist in blister-pack form or by the Primary carer in
mediset form. Pre-dispensed medication is not in a ‘Pill bottle’ or multi pack of tablets.
Assistance with Pre-Dispensed Prescription Medication

CAREGivers may assist clients with pre-dispensed prescription medication by doing the following:
• Verbally reminding the client to take the medication.
• Opening and emptying a compartment of medi-set box or blister-pack into the client’s hand if client is unable.
CAREGivers may not place medication in a client’s mouth.
CAREGivers may not crush or cut or make any modifications to medications. Medications should not be hidden in food.
CAREGivers are not permitted to assist with reminders for herbal remedies as some herbal tablets/liquids may react with
prescribed medication unless pre-dispensed and approved by doctor or pharmacist.
Medication Reminders
CAREGivers may provide medication reminders, for example “Mrs Jones, its 2 o’clock, time to take your tablets.”
When providing medication reminders always ensure you make a clear, accurate and immediate record in the client activity log.
Home Instead will request that the client has their medication packaged in a blister-pack or medi-set if they are asking to receive
medication reminders.
When providing medication reminders, you must follow the instructions provided to you strictly and only remind the client to take
what is due at the specified time. If you notice any missed medications, do not remind clients to take the missed medications, you
must report any missed medications as soon as possible to the office who will then notify the family/GP.
Collecting Prescriptions
CAREGivers may collect prescriptions from the Doctors surgery or chemist on behalf of the client.
Responsibility is limited to ensuring that you have collected the correct prescription and medication for the particular client.
When this service is provided, it must be recorded in the client activity log.
Finding Medications in the Client’s Home

If you find medication in the client’s home for instance, on the floor, this must be highlighted to the office immediately and
recorded in the client journal. The office will provide you with appropriate instructions for informing the client or family members.
The medication should be put into a suitable container and left in a safe place for disposal by either the client or their relative/
representative.
If you have any concerns regarding medication, please call the office immediately.
Feeding
The CAREGiverSM must have attended training which covers this subject for any assistance with Feeding. When this service is
provided, it must be recorded in the client activity log.
CAREGivers may help a client to eat by feeding when the client is able to sit upright and swallow independently.
CAREGivers may not feed clients when there is a high risk that a client may choke.
Safety While Visiting/Working in a Client’s Home

Home Instead defines a Lone Worker as someone who works by themselves without close or direct supervision. This is often the
case with our CAREGivers and Quality Assurance employee, who are working in the community and visiting people in their homes.
Safety Practices for Lone working are:
• Pre-plan your journey in advance.
• Keep car doors locked when travelling (if you were unfortunate enough to be involved in an accident, the emergency services
will have no problem opening your car to rescue you).
• Keep valuables etc. out of sight in the car, ideally locked in the boot.
• Try to park in open, well-lit places.
• Carry a mobile phone (store emergency numbers on your phone for speed dialling).
• Know where exits are and have a planned escape route.
• Ensure someone knows where you are (stick to your shift schedule).
• If on arrival at a client’s home, you come across an unexpected situation, that concerns you, leave and call the office
immediately.
• You should never enter a house if you feel suspicious. Call the office immediately.
• If strangers call to the client’s home, remain alert and use door chains/security measures where possible. Do not allow an
individual entry into the client’s home without prior authorisation from the office and client/family members. Ask the caller for
photographic identification as necessary and call the company they work for to confirm their identification.
• If you are assaulted or threatened contact the Gardaí immediately on 112 or 999 (mobile).
• Domestic pets and other animals can present problems. If you feel unsure or unsafe, call the office immediately or if feasible
ask the client/family members to move the animal to another room/place during your visit. Unless absolutely necessary, or
unless the animal is well known to the CAREGiverSM, contact with a client’s pet should be avoided.
Entering a Clients Home

Home Instead’s clients and employee’s safety and wellbeing is of primary importance and this policy has been devised to help
maintain this:
Procedure to follow when entering or leaving a client’s home:
• Knock or ring a doorbell, or call out before entry, even if you hold a key and can let yourself in, respecting the privacy of clients
at all times.
• Always show your identification badge.
• Offer to check that windows and doors are secure before leaving the client’s home.
• Always check that the door is properly shut and secure when you leave.
If you do not receive an answer when you call at a client’s home:
• Knock several times and try to raise the client by calling through the letterbox.
• Make a visual check through any available windows.
• If there is still no answer, telephone the office or on call number.
• If you ascertain that the client is in difficulty, or seriously unwell/unconscious, the emergency services should be called.
• Only administer first aid if you are qualified to do so.
Keys
If the Client / Client representative requires a CAREGiverSM to have a key to their home, the office must be informed. We will
provide a Key Form for you and the client to complete and return. We will arrange to get a key for you if necessary. No key should
be taken directly from a client and all keys must be returned to the office upon completion of Service with a Client.
Handling Clients Money and Property

Due to the vulnerable nature of our clients, you are not authorised to handle any money or property on our client’s behalf unless
specifically authorised in advance by the Home Instead office. A failure to abide by this rule will be taken very seriously and may
result in disciplinary action up to and including dismissal.
If you are requested to handle any client’s money, full procedures will be outlined for dealing with any financial transactions for
clients prior to commencement of the service and a procedure agreed upon for supplying this service e.g. purchasing groceries
from a kitty provided by the client. Receipts, proof of purchase and any lodgement slips must be kept for all financial transaction
services provided and you must complete the Petty Cash Management Form in the client journal when you conduct any Financial
Transactions. Receipts are required at all times and only expenses submitted with a valid receipt and prior approval will be
refunded. CAREGivers should put all receipts in a safe, familiar and reliable place.
If a client or client family member requests you run any errand outside of your normal agreement for handling money, please
contact the office immediately to obtain approval prior to providing any service that relates to financial transactions. Do not
under any circumstances provide this service without authorisation. A failure to abide by this rule will be taken very seriously and
may result in disciplinary action up to and including dismissal.
It is important to realise that not all clients will be capable of taking responsibility for their own finances and personal property. If
you find any money or personal property belonging to the client lying about a client’s home, do not move or remove the money
or property. Please contact the office immediately for further instructions. You should not move or remove any money or
property belonging to the client without prior authorisation. The office will inform the client or family member directly of the
incident and request that they deal with the money or personal property directly. It is not the responsibility of the Caregiver or
Home Instead to move or remove any client’s money or property at any time.
Purchasing of Alcohol/Cigarettes/E-cigarettes
A CAREGiverSM is not permitted to purchase alcohol/Cigarettes for a client or their family. If the family or client asks you to buy
alcohol/Cigarettes, explain that you are not permitted to do so and inform the office immediately.
Handling Clients Money and Property policy is in place to protect both the CAREGiverSM and the client and a failure to abide by
this policy will be taken very seriously and may result in disciplinary action up to and including dismissal.
Tips, Gifts & Bequests Policy

Home Instead recognises that at certain times of the year such as Christmas, Easter etc. clients may wish to recognise their
relationship with their CAREGivers by way of giving gifts, and in relation to leaving bequests and being party to a will often a
CAREGiverSM may be one of the only contacts the client may have. In order to safeguard both CAREGiverSM and Client in these
situations Home Instead has developed this policy.
If a client wants to give you anything including money, gifts or discarded items, you must first notify the office. We do not accept
tips. A gift form must be signed by you and the client. The Key and Gift forms are there for your protection in case the client is
unable to remember making such transactions.
Please refer to Tips, Gifts & Bequests Policy for more detailed information - Appendix 1.
Do Not Resuscitate (DNR Requests)

Some clients or their primary carer may advise you that they do not want to be resuscitated if they stop breathing. If you are
advised not to resuscitate your client, then you should advise the office immediately who will contact the client/client’s family.
There is currently no legislation in Ireland which covers ‘Do Not Resuscitate’ requests. So please follow the procedures as
standard in the event of an emergency i.e.
• If your client stops breathing call 999 (landline) or 112 (mobile phone) for an ambulance.
• If you are aware that a client has DNR (Do Not Resuscitate) instructions, notify emergency personnel of the whereabouts of
this information. You may not verbally instruct anyone on the client’s wishes or preferences.
• Please follow the normal steps for any emergency as outlined in our Emergency Procedures Policy included in your handbook
and in the client journal.
Bereavement and dealing with the death of a client

The workplace, along with family, friends and relatives can play an important role in helping employees come to terms with the
loss of someone close. Home Instead recognises the personalised nature of grief at work and is committed to supporting
employees in practical and reasonable ways. Due to the nature of our business, bereavement can also occur when one of our
clients pass on who the employee has been caring for; so, it’s very important that the company provides an open and supportive
environment for those bereaving.
Death of a Client
In the unfortunate event of a client passing away during a shift, the CAREGiverSM will determine that the (possible) cause of death
does not pose a threat to their own safety i.e. electric shock, or fire.
• Ring emergency services.
• Contact the office immediately. The Coordinator will be responsible for notifying the next of kin.
• Leave the deceased undisturbed until the police have seen him/her.
• Employee’s must stay on duty until seen by Police. The employee is to be provided with support and back up when in the
home along with a deceased client.
• Ensure all documentation is available. This may be required by police.
• It will be the responsibility of the police/coroner to uplift the body in the event of a post mortem.
• The cultural needs of the deceased person and family must be considered at all times.
• Secure the client’s personal property.
Employee Support
Home Instead acknowledges that the process of grief, the natural reaction and adjustment to loss and change, may take a
significant time to work through and will be personal to each individual. An employee with any concerns about the grieving
process impacting on their work performance, should discuss this in confidence with their line manager to ensure necessary
support is in place. For employees wishing to avail of professional help in coming to terms with a significant loss, Home Instead
have a counselling line available.
Further Support & Advice

The HSE have published a number of guides that include further information and provide details on a number of free
bereavement counselling services across the Country. You can request a copy of these guides from your Line Manager or
download a copy online. Guides are ‘When someone Close dies’, ‘Mental Health – You are not alone’, ‘Returning to work after a
Bereavement’:
Safeguarding of Vulnerable Adults

Safeguarding: means putting measures in place to reduce the risk of harm, promote people’s human rights, their health and well
being, and empowering people to protect themselves. Safeguarding is fundamental to high-quality health and social care. (HIQA
2018).
Please refer to Safeguarding of Vulnerable Adults Policy for more detailed information – Appendix 32.
Child protection and Welfare

All CAREGivers as part of their induction training are provided with Home Insteads Child Protection Policy. In additional all
CAREGivers are required to do the Children’s first training (from Tusla).
Please refer to the Child Safeguarding Policy for more detailed information – Appendix 33.
Infection Control
The body’s immune system cannot fully protect against infection. As CAREGivers you need to protect yourself and your client
from contacting infections. To minimise the risk to yourself and your client the following guidelines must be adhered to:
Standard precautions:
Standard precautions are standard procedures that apply to the care and treatment of all clients, regardless of their perceived
infectious risk. These precautions include, hand hygiene, use of personal protective equipment, appropriate reprocessing of
instruments and equipment and implementation of safe working practices.
Standard Precautions are work practices required to achieve a basic level of infection control. They are pivotal to infection control
in the health care environment and recommended for the treatment and care of all clients. Adoption of Standard Precautions is
the primary strategy to prevent the transmission of health care associated infections e.g. MRSA.
Standard precautions are used regardless of their known or perceived infectious status and in the handling of, or when contact is
likely with:
• Blood.
• All other body fluids, secretions and excretions (excluding sweat) regardless of whether they contain visible blood.
• Non-intact skin.
• Mucous membranes.
Key work practices included in Standard Precautions are:
• Personal hygiene practices, with emphasis on hand hygiene.
• Use of Personal Protective Equipment (PPE).
• Handling and disposal of waste.
Personal Hygiene
• Illness: If you are ill it is recommended that you cancel your shift with your client and inform the office.
• Coughing and Sneezing: Use a tissue and avoid coughing or sneezing in the direction of your client. Wash your hands after
sneezing.
• Skin infections: If you have any cuts, abrasions or any skin disorder always ensure that you cover the entire area with gloves
or waterproof dressing before providing care.
Hand Hygiene
Hand hygiene is the most important procedure for preventing cross contamination and controlling the spread of disease.
Wash your hands thoroughly:
• On entering and before leaving the clients house.
• Before and after handling or preparing food.
• Before and after wearing gloves.
• After using the bathroom.
• After blowing your nose and sneezing.
• After handling soiled items such as soiled linen, garbage, commode.
• After contact with bodily fluids e.g. blood, faeces.
• Alcohol based hand rubs/gels should only be used when hands are visibly clean.
• Just a quick rinse is not satisfactory.
• You must use plenty of warm water and soap wash for 15 seconds, include backs of hands, web spaces between finger nails,
the nail beds and the wrists, disposable paper towels are the best for reducing contamination.
Recommended technique for hand washing:
• Remove any rings or jewellery.
• Using soap and warm water rub your hands together vigorously for at least 20 seconds and wash the front and back of both
hands.
• Rub the palm and fingers of one hand over the back of the other, interlocking the fingers. Repeat with the other hand.
• Clean each thumb by rubbing against the inside of your fingers.
• Clean fingertips by rubbing them on the palm of the opposite hand.
• Rinse hands under warm running water.
• Turn off the water with a paper towel and dispose of towel.
• Dry hands with another clean paper towel or clean cloth.
• Avoid touching your face, hair or clothing since this may re-infect your hands.
Personal Protective Equipment (PPE)

The World Health Organisation has set standards to protect us from contacting or transferring infections. Gloves must be worn
where there is a risk of coming in contact with body fluids. The body fluids are Blood, Urine, Vomit, Faeces, Sputum and
Saliva. gloves are disposable and must be used once only. Dispose of gloves in a tied plastic bag following use. Always wash your
hands before and after wearing gloves.
Other examples of PPE items include aprons, gowns, masks and goggles. These must be worn where appropriate.
Home Instead provides PPE for CAREGivers. However, it is your responsibility to inform the office if you require PPE supplies
or if the supplies are running low.
CAREGivers are provided with training on infection control and PPE during induction. Updates are provided as and when
needed.
Disposal of Waste
Any soiled items e.g. incontinence pads are to be placed in a plastic bag. Never put any soiled item on directly on the floor.
When changing soiled linen do not place it on the floor. Put it directly into a laundry basket or into the washing machine. Do not
hold soiled linen against your clothing when transporting it.
Notifiable/Infectious Conditions
To prevent cross contamination to our clients and other employees, it is extremely important that you notify your Manager
immediately if you believe you have contracted or been in contact with a person who has Influenza, Chickenpox or MRSA, or any
other notifiable/infectious illness.
Please refer to the Health Protection Surveillance Centre website for a full list of notifiable & infectious diseases
http://www.hpsc.ie/hpsc/NotifiableDiseases/ListofNotifiableDiseases/
In March 2020 COVID-19 became a big challenge for the world. All CAREGivers are provided with training and guidelines in
relation to COVID-19.
CaregiverSM Responsibilities
Work Assignments
Home Instead reserves the right to assign CAREGivers to a client based on availability, reliability, and compatibility. From
time to time, personality conflicts must be addressed in order for the assignment to be productive and pleasing for everyone
involved.
Home Instead Caregivers may not be assigned to provide care to a member of their immediate family e.g. parents, grandparents,
siblings, children. You must disclose to us if you are related to the client or if there may be any conflict of interest in you caring for
that client when you are being scheduled for work assignments.
You are expected to maintain an attitude of caring, consideration and personal interest in each client you serve. As significant
physical, mental and/or emotional changes in the client occur you must report this information to the supervisor or
office. Client problems of any nature must be reported to the office immediately for review and counselling.
All assignments are made through the office without exception. Please contact the office on a monthly basis to advise
of your availability and preferred working hours and days for the coming month. Home Instead cannot guarantee a client
or the number of work hours available. In addition, situations may arise whereby the conditions of a client can result in relocation
to an assisted living or skilled care environment. These situations can adversely affect work hours for an employee; therefore, we
cannot guarantee a specific number of hours for the CAREGiverSM. Continuity of Service is of the upmost importance to our
clients and placement at a client’s home does not infer any continuity of employment with that client and all assignments are
temporary and we reserve the right to change hours allocated to you to ensure client satisfaction at all times.
Prior to serving a new client you will be briefed on the services the client needs. All information in in careplan. If you have any
doubts about anything the client is requesting of you, please call the office. Remember we do not provide for lifting in excess of
25 pounds and it is up to you to make the call whether you can lift an item below this excess or not. When serving any client,
the assignment is temporary. You may request to be withdrawn from an assignment. If so, an attempt will be made to organise a
solution that is acceptable by all parties. If a solution is not satisfactory to both parties, the office will work diligently to make a
change. However, it is necessary that you continue with the assignment until a replacement is found. Failure to help make a
smooth service transfer could result in loss of work for another CAREGiverSM, a loss of our much-needed service for the client,
and a loss of income for the business.
All situations that interfere with work assignments must be reported to the office at the earliest possible moment to allow
the office enough time to fill our responsibility of care to the client. If it is impossible to be on time to an assignment, you must call
the office as soon as possible. If the office is not yet open, you must call the emergency number you were provided with and the
office will then notify the client of any delay in your arrival. (Text messages or emails are not appropriate or acceptable).
Caregivers must not discuss their Home Instead contract with the client. This includes, rostered hours, rates of pay and working
arrangements. All queries regarding these must be referred directly to the office. Caregivers must never offer their care
services privately to the client and never offer services of another provider/agency/company that you may be working
for. Breach of this policy may lead to disciplinary action, up to and including dismissal.
Garda Clearance and International Police Clearance

All offers of employment are subject to a satisfactory Garda Vetting and reference requests. We conduct a Garda Clearance check
on all applicants applying for employment with Home Instead and it is a requirement of the role that you are Garda Vetted. You have
a responsibility to inform us if you have any arrests or convictions during the course of your employment. CAREGivers must inform
the Employee Co-Ordinator of any allegation, current or past, together with details of the status and/or outcome of any Garda
Investigation. Any CAREGiverSM who fails to disclose this information, after investigation, may be subject to immediate dismissal.
You are required to renew your Garda Vetting clearance every 3 years. You must engage in this process in a timely manner.
Failure to comply with this may effect Home Instead’s ability to allocate work for you. As part of your terms and conditions of
employment, you are obliged to respond to any requests from the Home Instead office for Garda Clearance processing and
submit your details to obtain a current Garda Clearance for your file. Failure to abide by this policy will be taken very seriously and
If you have lived outside of Ireland for any period of more than six months you will also be required to provide International
Police Check documentation.
Caring for HSE Clients with Home Instead

The HSE has the right to request access to certain documentation prior to you being assigned to care for a HSE client. This
documentation includes Garda Clearance Certificate, Written References, Application Form & CV, Verification of ID, Verification of
Training Certificates, Declaration of Medical Fitness. It also includes work permit and driving license and documentation if appropriate.
If you are likely to be assigned to work with a HSE Client during the course of your employment with Home Instead and on the
request from the HSE, you will be required to consent that a copy of your documentation listed above be made available to the
HSE. As part of the acknowledgement form of your employee handbook, you will provide consent to share this information with
the HSE by signing the acknowledgement form.
If you do not wish for your data to be made visible to the HSE and you do not wish to be assigned to a HSE client, please
notify the office immediately.
Ambassadors
Home Instead CAREGivers are ambassadors of this international organisation. Accordingly, CAREGivers need to present
themselves in the most professional, compassionate way possible. People who see CAREGivers working in the home may be
judged on their actions - those taken and not taken alike. This does not mean that CAREGivers need to feel constantly observed
but to be sensitive to the realities of the world in which CAREGivers live.
Personal Appearance
A neat, clean, professional appearance is required at all times. Clean and combed hair, clean short nails and good hygiene
are required at all times.
Personal hygiene is also extremely important while working closely with clients and other members of the team. CAREGivers should
also minimise the use of cologne or perfume, as some clients are sensitive to this. Home Instead specifically endorse a no smoking
policy and employees are advised to avoid smoking prior client visits. It is imperative that employees maintain their uniform/Home
instead clothing free from the odour of smoke and appropriate measures are taken to prevent the smell of smoke from the breath.
Please refer to the Smoke Free Workplace Policy for more detailed information - Appendix 2.
Nails should be kept short and clean. Nail varnish, false nails etc are not permitted.
Jewellery should be kept to a minimum for your own safety and that of the clients. Other Visible body piercings should be
removed during the provision of service to clients. Stud earrings and wedding bands are acceptable.
Chewing gum is not allowed.
Dress Code
Appropriate clothing should be worn. It should be clean and tidy and allow free body movement. Safe non-slip footwear must be
worn, preferably closed toe and heel.
It may not always be appropriate to wear outdoor shoes inside. Arrangements should be made to cover these situations (shoe
covers can be provided, if necessary).
Do not wear revealing clothing and dress conservatively as to be a guest in someone’s home. It may be necessary to consider
comfortable, appropriate attire for cleaning duties.
It may be requested that you wear Home Instead Uniforms. Where uniforms are provided, you are expected to wear them and
keep them clean and pressed at all times.
CAREGivers may wear trousers, suitable skirts, or un-torn and clean-cut jeans. Dress shoes, tennis shoes, sandals are suitable but
should be non-slip and task appropriate.
Jean shorts, short shorts, short skirts, tee shirts, printed t-shirts, tank tops, tube tops, flip-flops, ripped clothing, track
suits, ugg boots and any other attire that would be considered casual are prohibited.
CAREGivers are encouraged to remember the conservative nature of the client base we are dealing with and to be respectful of
this in their attire
Identity Cards
You will receive a Home Instead Identity Card on commencement of employment. A Home Instead ID Card should be carried by
all employees, at all times whist on the client’s premises.
This ID card is the property of Home Instead and you must endeavour to keep your ID card secure and not use your ID Card for
any other purpose other than for the specific duties assigned by Home Instead. You must report any lost or stolen cards to the
office immediately. A new ID Card will be issued after a two year period. You should inform the office if your ID Card is due to
expire so a new ID Card can be issued. You must return the identity card to the office when ceasing employment with the
company.
Personal Valuables/Personal Items

Home Instead is not responsible for loss or damage of employee property when on the work premises. Home Instead does not
insure against loss or damage to personal valuables. All CAREGivers are advised NOT to bring valuables or personal items to work
at our clients’ homes/premises. Home Instead do Not provide Insurance cover for valuable personal items and CAREGivers do so
entirely at their own risk due for any loss or theft of such items. Personal items should not be stored or kept at a client’s premises
at any time.
Attendance/Punctuality
It is important that CAREGivers make every reasonable effort to report for their assigned shift on or before the
scheduled time. Consideration should be given to weather and traffic conditions, as well as the familiarity of the client’s location.
Our clients depend on us to maintain their quality of living, and in some cases their wellbeing is dependent on the CAREGiverSM
being there. Absenteeism or tardiness may result in disciplinary action, up to and including dismissal.
Under no circumstances should a CAREGiverSM visit or be in attendance at a client’s home unless you have been scheduled to be
there.
Personal Visitors
CAREGivers are not allowed to have personal visitors while at the client’s home. It is not professional nor does our Insurance
policy allow for it. Under no circumstances is a CAREGiverSM allowed to bring a child, husband, partner, family member or friend to
work with them. CAREGivers are not allowed to run personal errands with or without the client during scheduled shifts.
Transportation – Travel for Work

CAREGivers who are required to drive/cycle as part of their role must observe Home instead “travel for work policy”, possess a
relevant clean driving licence, appropriate insurance cover and comply with traffic laws when driving. If for any reason you lose
your driving licence or are convicted of any criminal offence (e.g. speeding, repeated unauthorised parking) your actions may be
grounds for dismissal. You are responsible for ensuring that your license is up to date and that you only engage in work for which
that license and insurance is covered.
Please refer to the Travel for Work Policy for more information - Appendix 3.
Working with Chemicals

Due to the nature of some of the services we provide, CAREGivers may need to use chemical cleaning products such as furniture
polish, disinfectant etc.
• Always follow the manufacturer’s instructions on use and health warnings printed on the back of each container.
• Do not mix products together.
• Do not decanter products into other containers.
• Ensure that products are stored within easy reach (i.e. not above head height) away from sources of heat and ignition and not
in damp conditions.
• In the case of accidents medical advice or assistance should be sought without delay.
Company Property
You will be issued with an ID card, and various other materials/equipment for use during your employment. At the conclusion of
your employment, you are responsible for returning any company property before you receive your final pay. You are required to
reimburse the company for any materials not returned. This may be done by payroll deduction.
Client Activity Documentation

You are required to completely and accurately document all activity in the Client Activity Log for all shifts worked. Often times
family members, doctors, as well as the office employee will review a client’s activity for various reasons, including health
concerns, emotional stability, and to ensure Home Instead is meeting the needs of the client. All documentation should be factual
and be done objectively without personal opinion.
Quality Assurance Visits

Home Instead Care Managers will be visiting the clients on a regular basis. The purpose of these visits is to ensure the client is
receiving the agreed care requested. These visits offer the caregiver an opportunity to discuss concerns or issues regarding the
service with the Care Manager. Care Managers are there to provide support and guidance to all CAREGivers.
CAREGiverSM Meetings
Home Instead hold CAREGiverSM social/educational meetings twice a year. CAREGivers benefit greatly by attending these meetings
as they provide our CAREGivers with the opportunity to socialise together as well as benefit from extra training and education.
Scheduling and Availability

You are required to contact the office on a monthly basis to advise the office of your availability for the coming month (or more
if you wish). The office allocates work on the basis of clients’ needs and employees’ availability.
Because of the flexibility of being a CAREGiverSM, we understand that you may not be able to work each shift you are contacted
about. Suitable work is defined as an assignment that meets the most recent availability and client preferences that the
CAREGiverSM provided.
Each CAREGiverSM is required to maintain contact with the office on a monthly basis. Because of the nature of our business, we
cannot guarantee any number of hours worked. There may be times when no work is available. During those times, you should
still contact the office on a monthly basis to confirm your ongoing availability and advise of any changes in availability for the
upcoming month.
Flexibility
Please try to be as flexible as possible when office employee contact you about a new assignment or filling in for another
CAREGiverSM. We cannot always find the perfect assignment for every CAREGiverSM but every client still needs our help, so please
be flexible. Try to be as open minded as possible when you will work and where you will work. Sometimes we need you to stretch
your availability a little to get a new case started or to replace a CAREGiverSM who is ill or away. Your flexibility will be greatly
appreciated and will make a big difference in the client’s day.
Media Queries
The giving of interviews, statements or any other information connected with the services provided by the organisation should
not be undertaken without the approval of the Managing Director. All media queries, including requests to take photos or film,
should be referred to the office. Public Statements or the giving of interviews is not permitted without prior approval. Failure to
comply with these procedures may result in disciplinary action, up to and including dismissal.
Right to Search
It is a condition of Employment that any Employee may at any time be searched by a recognised member of Management of the
Company, who has the authority to search an Employee or his/her belongings, when they are entering or leaving the Company’s
premises, should there be a strong suspicion that the Employee is in possession of any property belonging to the Company.
An Employee found in possession of any property belonging to the Company or to any party other than the Employee being
searched is liable to serious disciplinary action up to and including dismissal, following a full investigation in line with the
Company’s Disciplinary Procedure.
CAREGiverSM Training
Home Instead recognises the value and importance of providing opportunities to all its employees, to develop their knowledge
and skills, and believes that with development and training individual effectiveness will increase and they will make a richer
contribution to their clients.
Induction Programme
Induction is a process by which employees are welcomed to the organisation and is a way of introducing you to the work
practices, policies and procedures of the company, as well as meeting the office team and colleagues. It will allow you to establish
an understanding about the Home Instead mission, values and our culture to support you in your role as CAREGiverSM. The
induction training includes mandatory training required to meet the HSE requirements.
All CAREGivers must receive Induction training and any client specific training before commencement of a service.
CAREGivers will also be required to obtain relevant qualifications as set by industry standards. Home Instead will provide you with
as much information as possible to facilitate this process. Further information is available from your Manager.
Additional Training courses provided by Home Instead are available on the Learning Management System.
Training Programmes Subsidised by Home Instead

For development programmes subsidised by Home Instead, it is a requirement on completion of each course that you remain in
employment with Home Instead for at least 12 months’ duration. If you leave employment with Home Instead during this period,
it will render you liable to reimburse to us the full cost of the subsidised payment made on your behalf by Home Instead. In the
event of failure to pay, we have the Contractual Right to deduct such costs from your salary.
Supervision & Appraisal

Home Instead wishes to ensure a culture of open and honest communications as well as offering support and guidance to all
employees.
Along with the more formalised supervision assessments and support meetings, we welcome employees to call us at any time or
drop into the office regularly to have a chat and meet with other colleagues. We also promote an open-door policy that you have
access to your Line Manager at any time to discuss any concerns or issues you might have or with any feedback you feel may be
appropriate. Your Line Manager is there to support you at all times.
Employees are assessed quarterly at a minimum by their Manager and/or during the quality insurance inspections from their
Manager in the client’s home. Each CAREGiverSM will be invited on an annual basis to participate in their annual appraisal with
their immediate Manager. Home Instead encourage all CAREGivers to actively participate in this process.
Client Confidentiality
Confidentiality Guidelines
Home Instead maintains a practice of confidentiality and protection of personal information for the clients in our service and fully
complies with the Data Protection Act 1988, the Data Protection (Amendment) Act 2003 and the General Data Protection
Regulation 2018 (GDPR). To maintain compliance with the Acts, each employee acknowledges his or her understanding of this
client confidentiality and data protection guideline document and his or her responsibilities by signing this document. The
employee further agrees to adhere to the Confidentiality and Data Protection Clauses set out in the employee’s contract of
employment.
Please refer to the Client Confidentiality and Data Protection Guideline document for more information - Appendix 4.
All of the information we maintain on our clients is private, some pieces of information are considered more sensitive and require
specific practices to protect.
This includes:
• Information about a client’s physical or mental health or condition.
• Information about a client’s personal details.
• Information about the care the client receives.
• Information about how a client pays for service and his/her payment history.
• Information about a client’s finances.
You may only use or disclose client information:
• When you are caring for a client.
• When you are discussing a client’s service needs with office employee or other CAREGivers who care for the client.
• To maintain quality assurance for the client’s service.
• When you are releasing information to family members and other individuals involved in the coordination of services, with the
client’s consent. These individuals could include: Designated Legal representative, Guardian, family members, relatives/friends,
who have the need for relevant service information.
• When you are providing information to medical personnel in the case of a medical emergency.
• When situations of abuse, neglect and domestic violence are identified.
Employee Use of Data

• The employee must only access, vary, erase, copy or make use of any information (including personal data) belonging to the
Company or held in the Company’s manual and computerised records or files for the proper discharge of the employee’s
duties and to the extent to which the employee is authorised to do so.
• The employee must not access, vary, erase, copy or use any such information without authority or in any way that could place
the Company in breach of its legal obligations.
• The employee must not pass on personal data (including home addresses, telephone numbers or email addresses) about any
individual (including fellow employees or clients of the Company) where those details are known to the employee because of
the employee’s employment with the Company, unless the employee has the prior consent of that individual.
• Any failure to abide with these rules may result in disciplinary action, up to and including dismissal, being instituted against the
Employee.
CAREGiverSM Responsibilities – Client Confidentiality:

As an employee, it is your responsibility to safeguard a client’s personal and health information, by doing the following:
• Protecting the information in the Client Journal. A client must provide us with consent for a doctor, family member, friend, or
third party to review the Client Journal. It should be safely stored before leaving the client’s residence.
• Protecting any client information, you note in a personal time journal, or in other forms, from the public or family members
and immediately destroying client information that is not necessary for providing care to the client.
• Not discussing a client’s health information with medical employee during doctor’s office visits, hospital visits, or with facility
employee in a retirement community, assisted living facility, or nursing home. All communication regarding the general health
of the client should be addressed by the client’s family or legally designated agent. Any concerns regarding this matter must
be brought to the attention of the Care Manager.
• With fellow employees, discussing a client’s personal health information only when it is relevant to providing care.
• During the course of providing care, you may learn of additional health information that does not directly affect the services
you provide. If this occurs, you must keep this information confidential.
• Not discuss the client or the client’s personal health information, lifestyle, possessions and activity of clients and their relatives
with other CAREGivers or with family members in public, where others may overhear your conversation.
• Unless authorised by the office in advance, you may not make a referral, or coordinate any other in-home services on the
client’s behalf. These may include a consultation with doctors, nurses, health care personnel, facilities and providers who
specialise in health-related products.
• Client concerns about another CAREGiverSM should be directed to the office. You should notify the office if you suspect or
observe any sign of abuse, neglect, or possible harm to anyone in the residence.
Any CAREGiverSM who is found, to have breached the Client Confidentiality and Data Protection guideline document will
be subject to disciplinary action, up to and including dismissal.
Employee Benefits
Compensation and Payday
Your hourly rate of pay will be determined at the time you are assigned to a particular client. If you are unsure of your hourly rate
of pay in respect of any client, please consult with your Employee Co-ordinator.
The hourly rate of pay is based on each ¼ hour. Hours should be rounded to the nearest ¼ of the hour and documented and
called in as such.
Please refer to your contract of employment for further details on your minimum hourly rate of pay, hours of work, Live-in shifts
and Overnight shifts.
Home Instead operates a twice monthly payroll system. You are required to log in and out when visiting a client. Where operating
timesheets must be returned to the office before the deadline dates and times outlined as per the details below on Timesheets.
Payment will only be made for care visits electronically recorded or on submission of a fully completed and signed timesheet and
payment will be delayed to the following pay period for late timesheets submitted after the deadline.
You will receive a payslip showing how the total amount of your pay has been calculated. It will show your Gross Pay and any
statutory deductions which have been made e.g. PAYE, USC, PRSI, LPT if applicable etc. The Organisation will also make any other
deductions as authorised in the employee’s contract of employment e.g. pension.
Any other deductions made will be in line with the Payment of Wages Act 1991 and when the Organisation gets prior
authorisation for the deductions. This will detail:
• The purpose of the deduction
• The total amount of the deduction
• The duration of the deduction (start and end date)
• The amount of each deduction
• The signature of the Employee authorising the deduction
Under PAYE Modernisation legislation, Home Instead will notify Revenue of all payments and tax made to employees on or before
the payment date. As the returns are completed using real time reporting, it abolishes the requirement for P45’s and P60’s.
Revenue will issue you with an End of Year Statement.
Employees will be able to view all the data that is reported to Revenue on your behalf via a Revenue myAccount
https://www.ros.ie/myaccount-web/sign_in
Any pay queries which you may have should be first raised with your Manager.
The Company reserves the right to deposit monies directly into a bank of your choice or make a payment by cheque.
Any CAREGiverSM who is found, to falsely report hours worked, or the type of service provided will be subject to disciplinary action,
up to and including dismissal.
Expenses
Any expenses that you incur at the specific request of the client, such as mileage, must also be reported to the office each time
you report hours and will be included in your salary.
Miscellaneous Expenses
Any additional expenses incurred during the course of a shift must be approved by the client in advance and must be reported to
the office immediately (i.e. client sends you to the shop to pick up a few items and gives you €10.00; when you finish checking out
the bill comes to €12.50, so you pay €2.50 out of your own pocket.) If the client does not reimburse you, you will need to report
the expense when you report your hours. You will be reimbursed for the miscellaneous expense on your next pay cheque.
Receipts are always required and only expenses submitted with a valid receipt and prior approval will be refunded. CAREGivers
should put all receipts in a safe, familiar and reliable place.
Logging In/Out
Claiming for Hours Worked
Each employee must log in and out on the call monitoring system for each visit or keep a daily written record of the hours worked
for each client where time sheets are provided. It is essential that your records be detailed in order to distinguish between hours
you provide for each Level of Service. It is imperative that your timesheet is completed correctly with start time, finish time, breaks
recorded as appropriate and total hours worked in the period.
Home Instead operates a twice monthly payroll system.
Our pay dates will run as follows:
• 1st - 15th: you will receive payment on the 23rd providing this date does not fall on a Saturday or Sunday.
• 16th – 31st: you will receive payment on the 8th providing this date does not fall on a Saturday or Sunday.
In order to receive payment for hours worked you must have logged in and out for all care visits – hours will not be
accepted over the phone unless log in system is down.
Receipts must be provided for all expenses claimed; failure to do so will result in you NOT being paid for expenses incurred.
If you have any queries, please do not hesitate to contact the office.
Call Monitoring System

Call Monitoring System
As part of our continued commitment in providing the highest quality of care to our clients we have a care monitoring system for
your shifts, using your client’s landline and dialling a FREEPHONE (1800) number or by using the Monitoring system app.
The Call Monitoring system has many advantages and the most important being:
• Call Monitoring improves safety for lone workers such as yourselves and the monitoring provides us with instant real time
alerts to protect remote workers if you don’t arrive or leave a visit at the scheduled time.
• Call Monitoring protects our vulnerable Clients and the monitoring will ensure that our clients are forewarned of any delays in
the provision of their care and that the office are immediately aware if time-critical visits are delayed.
• It also increases our visibility of care delivery around the clock and will eventually replace timesheets so there will be less
administration for all parties.
The system works very simply as follows:
You will be allocated a personal password for the system – this number is confidential and should not be shared with anyone.
• When you arrive in the client’s home you dial the FREEPHONE number.
• Follow the prompts - you will be asked for your PIN and press 1.
• On leaving the client’s home dial the number again - Follow the prompts - you will be asked for your PIN and press 2.
Once implemented, Call Monitoring is a requirement of your role and you will be required to log in and out using the call
monitoring system. Failure to call in/call out on time may result in loss of earnings. You should contact the office immediately
should you be experiencing any issues with the call monitoring system.
You are also expected to comply with the procedures required to operate the system, which will be outlined to you in detail.
Failure to comply with these procedures may result in disciplinary action, up to and including dismissal.
Annual Leave & Public Holiday Policy

Home Instead is keen to ensure that all Caregivers get adequate rest throughout the year by taking their full annual leave
entitlement.
Please refer to Annual Leave & Public Holiday Policy for more detailed information - Appendix 5.
Sick Leave Policy

The Company has an expectation of regular attendance at work by all Employees. However, it is acknowledged that Employees
may, from time to time, be absent from work due to illness or other unforeseen circumstances.
Please refer to the Sick Leave Policy for more detailed information - Appendix 6.
Medical Conditions Policy

Introduction
Home Instead is committed to equality of opportunity and operates non-discriminatory practices in relation to access to
employment, conditions of employment, access to training and experience, promotion or re-grading of posts, and classification of
posts.
We are keen to support employees through times of ill health and we do not discriminate against employees who have ongoing
medical conditions, and we aim to put in place extra support to ensure the health and safety of both clients and CAREGivers.
Please refer to the Medical Conditions Policy for more detailed information - Appendix 7.
Rest Periods and Breaks Policy

Rest Periods and Breaks
The company is committed to ensuring that no Employee works in excess of the maximum average working week, as determined
by the Organisation of Working Time Act 1997.
You are entitled to breaks and time off in accordance with the Organisation of Working Time Act 1997, as agreed with your
Manager in advance. There is no entitlement to be paid during these breaks and they are not considered part of working time.
Please refer to the Rest Periods and Breaks Policy for more detailed information - Appendix 8.
Right to Disconnect Policy

Purpose
This policy demonstrates Home Instead’s compliance with the provisions of the Code of Practice for Employers and Employees
on the Right to Disconnect and the relevant legislation; Home Instead of Working Time Act, 1997; The Safety, Health and Welfare
at Work Act, 2005; Employment (Miscellaneous Provisions) Act, 2018; Terms of Employment (Information) Acts, 1994 – 2014.
The Right to Disconnect refers to an Employee’s right to be able to disengage from work and refrain from engaging in work-
related electronic communications, such as emails, telephone calls or other messages, outside normal working hours.
Please refer to the Right to Disconnect Policy for more detailed Information - Appendix 9.
Maternity, Parental, Paternity, Adoptive And Carer’s,

Force Majeure & Jury Service Leave Policies
Maternity Leave
The following sections describe the Company’s policy on maternity leave and maternity pay. The Company offers benefits and
leave that are in line with the statutory maternity scheme.
The Act entitles a pregnant employee to 26 consecutive weeks’ maternity leave. Leave must commence at least 2 weeks before
the end of the expected week of confinement and at least 4 weeks leave must be taken following the birth of the child.
Please refer to the Maternity Policy for more detailed information - Appendix 10.
Parental Leave
The purpose of this policy is to provide unpaid leave to qualifying parents in order to facilitate them to care for their child. This
policy demonstrates Home Instead’s compliance with the Parental Leave Acts, the Family Leave and Miscellaneous Provisions Act,
and subsequent amendments. This policy is designed to protect the rights of Employees under this legislation.
Please refer to the Parental Leave Policy for more detailed information - Appendix 11.
Paternity Leave
The purpose of this policy is to demonstrate Home Instead’s compliance with the Paternity Leave and Benefit Act, the Family
Leave and Miscellaneous Provisions Act, and associated regulations as issued, whilst also protecting the rights of Employees
under this legislation.
Please refer to the Paternity Leave Policy for more detailed information - Appendix 12.
Adoptive Leave
The purpose of this policy is to demonstrate Home Instead’s compliance with the Adoptive Leave Acts, the Family Leave and
Miscellaneous Provisions Act, and associated regulations as issued, whilst also protecting the rights of Employees under this
legislation.
Please refer to Adoptive Leave Policy for more detailed information - Appendix 13.
Carer’s Leave
The Carer’s Leave Act, 2001 and 2006, entitles employees to avail of unpaid leave from employment to fulfil their caring
responsibilities where appropriate as determined in conjunction with the Department of Social Protection.
Please refer to Carers leave Policy for more detailed information - Appendix 14.
Working while on Carer’s Leave

Employees can work for up to 18.5 hours a week while they are on carer’s leave if they earn less than €332.50 a week. (This is an
Employee’s take-home pay after deductions such as tax, PRSI and union dues).
Alternatively, Employee can attend an educational or training course or do voluntary work for a maximum of 18.5 hours a week.
Employees must notify the ‘Relevant Department’ before they start work or training.
Force Majeure Leave

The Parental Leave Acts,1998 and 2006, entitle employees to time off from work with pay for family emergencies for urgent
reasons in cases of sickness or accident where the employee member’s immediate presence is required at the place where the ill
or injured person is situated. Force Majeure Leave covers immediate family members, specifically the employee’s child or
adoptive child, spouse or partner, a person to whom the employee is in loco parentis, a brother or sister of the employee, a
parent or grandparent of the employee, a person with whom the employee is in a relationship of domestic dependency.
Entitlement to force majeure leave is limited to circumstances:
where the immediate presence of the Employee is indispensable,
where the Employee is present at the place where the ill or injured person is situated.
Duration of Leave
Such leave cannot exceed 3 days in any 12 consecutive months or 5 days in any 36 consecutive months.
An Employee, who is on force majeure, leave for part of a working day shall be deemed to have taken 1 force majeure day.
Eligibility
There is no service requirement for an employee to take Force Majeure Leave.
Procedure
Where possible, an Employee should contact their Manager, or another Manager where their own Manager is not available, to
notify Home Instead of their absence as soon as possible. In all cases, the Employee will be required to complete a formal force
majeure leave notification form detailing the duration of, and the reasons for, the leave on their return to work. This form may be
obtained from the Employee’s Manager. Home Instead will inform Employees if their application for Force Majeure Leave has
been successful and will hold records of all Force Majeure Leave taken by Employees.
Jury Duty
In order to avail of this leave, an Employee must present the summons for jury service to their Manager as soon as they receive
this notification. Their Manager will then approve the leave. In exceptional circumstances the Company may seek to have an
Employee excused from jury service, however this will only occur where business requirements are such that it is not feasible to
permit the Employee to avail of the leave.
Where leave is granted, an Employee will generally be required to attend the court for a period of each day for selection as a
juror, usually for a few hours in the morning each day. Where the Employee is not selected as a juror, he/she must return to work
for the remainder of the day. A certificate of attendance will be produced by the clerk of the court on request, and this should be
presented to the Employee’s Manager on return to work each day for record keeping purposes.
Where an Employee is called for jury service, he/she should also obtain daily certificates of attendance from the Clerk of the Court
confirming attendance at court. Again, where an Employee is excused from the court for part of the day he/she is expected to
return to work, where appropriate.
Employment rights, including remuneration, are protected during this leave.
Equality Policy
Statement of Equal Opportunity Employment
Home Instead is an equal opportunity employer. Opportunities are available to all individuals at will regardless of gender,
civil status, family status, sexual orientation, age, disability, race, religion, and membership of the Traveller community.
• Home Instead ensures that personnel actions are administered in compliance with Irish law prohibiting discrimination on the
basis of any protected status as listed in the Statement of Equal Opportunity Employment. Preventing discrimination is the
responsibility of every employee.
• To carry out our policy, persons are recruited, hired, placed, trained and promoted according to individual merit.
• Due to the nature of our business and the vulnerability of our clientele and their needs, we do not employee anyone under
the age of 18 in the interest of client and employee safety.
• Direct discrimination occurs where a person is treated less favourably than another person is, has been or would be treated
in a comparable situation due to one of the nine grounds specified in this policy. Indirect discrimination is taken to occur
where an apparently neutral provision, requirement, policy or rule puts a person with one characteristic at a particular
disadvantage compared with others without that characteristic.
Please refer to the Equality Policy for more detailed information - Appendix 15.
Gender Identity in the Workplace Policy

Home Instead is committed to fostering a supportive, fair, and inclusive workplace where all colleagues are treated with dignity
and respect. This includes creating a welcoming and safe environment for all, regardless of gender identity or expression. Gender
identity refers to a person’s internal, deeply-felt sense of being male, female, or something other or in-between, regardless of the
sex they were assigned at birth. The introduction of a Gender Identity in the Workplace Policy supports our desired culture and
aligns to our values of Integrity and Care, Courage and Humility and Teamwork and Excellence. This policy is supported by the
Home Instead’s Dignity & Respect at Work Policy, which outlines our commitment that all staff have the right to work in an
environment that is free from any form of bullying, harassment, sexual harassment or any other inappropriate behaviour that
could be reasonably regarded as an affront to a person’s dignity at work.
Please refer to the Gender Identity in the workplace Policy for more detailed information - Appendix 34.
Anti-Bullying Policy
This policy is designed to assist this Organisation in providing a work environment free from workplace bullying. The complaints
procedure is in place to ensure that any Employee who feels that they have been subject to inappropriate behaviour, as defined
in this policy, may raise the matter and have it resolved in an appropriate manner. This procedure is supported by the disciplinary
procedure, which may be utilised where an Employee is found guilty of engaging in behaviour constituting bullying.
Please refer to the Anti Bullying Policy & Procedure for more detailed information - Appendix 16.
Disciplinary Policy & Procedure

The purpose of this policy and procedure is to ensure that the Organisation operates a fair disciplinary process which has regard
to the rights of Employees under both the Code of Practice on Disciplinary and Grievance Procedures and the Unfair Dismissals
Acts. The policy is to be applied in order to assist and encourage Employees to achieve and maintain acceptable standards of
conduct, attendance and performance where shortcomings are identified. The policy and procedure aim, where appropriate, to
be corrective rather than punitive.
Please refer to the Disciplinary Policy & Procedure for more detailed information - Appendix 17.
Grievance Policy and Procedure

The purpose of this policy and procedure is to ensure that the Company operates a fair grievance procedure which has regard to
the rights of employees as set out in the Code of Practice on Disciplinary and Grievance Procedures. The policy is to be applied in
order to assist and encourage employees to raise any issues of concern to them in order that the Company may take appropriate
action to resolve these concerns.
Please refer to the Grievance Policy and Procedure for more detailed information - Appendix 18.
Complaints Policy
Home Instead operates a complaints policy to ensure that all our clients’ complaints are dealt with in a fair and courteous manner
and that problems are resolved as quickly and efficiently as possible.
Please refer to the Complaints Policy for more detailed information - Appendix 28.
Health & Safety Policy

It is the policy of Home Instead to operate in a safe manner which protects the safety, health and welfare of all Employees in accordance
with the relevant legislation. This policy states the general responsibilities on both the Company and its Employees in this regard.
Please refer to the Health & Safety Policy for more detailed information - Appendix 19.
Violence in Work Policy

Under the Safety, Health and Welfare at Work, Employers are under an obligation to create a safe work environment for all
Employees. For this reason, Home Instead does not tolerate workplace violence.
Please refer to the Violence at Work Policy for more detailed information - Appendix 29.
Lone Worker Policy

Home Instead have an obligation to comply with the requirements of the Safety, Health and Welfare at Work Act 2005 and the
relevant statutory regulations for Lone Workers. The policy covers everyone that is employed by Home Instead who is exposed to
lone working conditions.
Please refer to the Lone Worker Policy for more detailed information - Appendix 30.
Drug and Alcohol Policy

Alcohol and other drugs affect concentration, co-ordination and performance. It is recognised that the effects of alcohol and
other drugs may spill over from one’s private life into the workplace resulting in inefficiency, accidents and absenteeism. Home
Instead recognises its employees as its most valuable resource and is committed to providing a working environment, which is a
healthy and safe one for the entire workforce.
Please refer to the Drug and Alcohol Policy for more detailed information - Appendix 20.
Dealing with Accidents & Incidents - Policy & Procedure

Home Instead realises that from time to time accident and incidents may occur. For the purpose of this policy, the following
definitions apply:
Please refer to the Dealing with Accidents & Incidents Policy and Procedure - Appendix 21.
Employee Use of Social Media Policy

Home Instead embraces the use of social media by employees to connect with CAREGivers, researchers, business partners,
colleagues and other stakeholders. Given the public and external nature of social media, it is important that employees who use
social media either as part of their job or in a personal capacity understand Home Instead’s expectations.
Please refer to the Employee Use of Data Protection Policy for more detailed information - Appendix 35.
Employee Use of Client Broadband Services/

Telephone Services
CAREGivers should not use client broadband and Wi-Fi services or telephone services without the express permission of the
office and of the client. It is also expected that even with permission, you will restrict your usage to a limited amount of use and
not conduct activities that can lead to excessive use of broadband services, such as streaming movies over the internet or Netflix
for example. You should only be utilising the clients home phone or mobile for clocking in and out of the call monitoring system
and in an emergency. Making personal phone calls on the home phone or client mobile is not permitted.
Any CAREGiverSM who is found, to have breached this policy will be subject to disciplinary action, which may include
reimbursement of funds and up to and including dismissal.
Double Employment Policy

It is the policy of this Organisation to ensure that no Employee works in excess of the maximum working week applicable to them
and is permitted to avail of their minimum weekly and daily rest periods as set down by statute.
Please refer to the Double Employment Policy for more detailed information - Appendix 23.
Retirement Age Policy

This policy is to be used as a guide on all areas of retirement and to be legally compliant at all times. Home Instead normal
retirement age is determined by the laws in force at the time and limited only by the ability of a CAREGiver to meet with our
clients care needs.
Please refer to the Retirement Policy & Process for more detailed information - Appendix 24.
Whistleblowing Policy & Procedure

The Whistleblowing Policy is designed to allow staff to disclose information that they believe shows unethical conduct or illegal
practices in the workplace, without being penalised in any way.
Please refer to the Whistleblowing Policy & Procedure for more detailed information - Appendix 25.
Leaving Home Instead

It is the policy of this Organisation that all Employee’s terminating employment are required to provide adequate notice of their
departure in order to facilitate the Organisation to arrange cover for their position and to ensure a smooth handover of work.
Therefore, all Employees are required, as a minimum, to provide notice as per their statement of terms and conditions of
employment when terminating employment. In all cases notice must be confirmed in writing and submitted to the Employee’s
Manager.
Please refer to the Leaving Home Instead Policy for more detailed information - Appendix 27.
CCTV Policy
The purpose of this policy is to regulate the use of Closed-Circuit Television (CCTV) and its associated technology in the
monitoring of the internal and external environs for Home Instead Employees.
Please refer to the CCTV Policy for more detailed information - Appendix 26.
Dignity at Work Policy

This policy is designed to ensure Home Instead can provide a safe work environment, which upholds the dignity and respect of
every individual, and which is free from workplace bullying, harassment or sexual harassment.
Please refer to Dignity at Work Policy for more detailed information – Appendix 22.
Data Protection Principles

Home Instead takes safeguarding of personal data very seriously and has put in place clear and robust policies in order to meet
its obligations under Data Protection Legislation. The purpose of this policy is to clearly set out those obligations to its Employees
and CAREGivers and give an understanding of how personal data, including any sensitive personal data, may be collected, held
and used during and after the course of employment with Home Instead. Please see Home Instead Office for most up to data
policy and procedure.
To clarify, Home Instead is not making any significant changes to the way in which personal data, including sensitive personal
data, is currently collected, used or stored, or its reasons for doing so. The aim of this policy is simply to put in place a clear and
transparent framework around the collection, use and storage of personal data including sensitive personal data, within the
control of Home Instead, and to inform Employees and CAREGivers of their rights in relation to their personal data.
Home Instead is committed to a high standard of compliance when it comes to the use of Employee and CAREGiverSM personal
data. Its dedication to this principle means that the personal data that we hold about Employees and CAREGivers will, at all
times, be:
1 Used lawfully, fairly and in a transparent way.
2. Collected only for purposes that have been clearly explained.
3. Relevant to the purposes previously explained and limited only to those purposes.
4. Accurate and kept up to date.
5. Kept only as long as necessary for the purposes previously explained.
6 Kept securely.
Personal Data
Personal data refers to any information (including opinions and intentions) relating to an identified or identifiable individual. It is
normally obtained directly from the individual concerned, however in certain circumstances, it may be necessary to obtain
personal data from third parties (for instance for references from previous employers). Personal data is subject to certain legal
safeguards and other regulations, which impose restrictions on how organisations may use personal data.
Sensitive personal data refers to personal data which relates to an individual’s racial or ethnic origin, sexual orientation, political
opinions, religious or philosophical beliefs, trade union membership, mental or physical health or criminal record. Due to its
sensitive nature, there are additional safeguards in place around how organisations may use sensitive personal data.
In order to carry out its business, Home Instead collects, stores and uses personal data, including sensitive personal data, from a
variety of sources, including from Employees, CAREGivers, Volunteers, service providers, suppliers, clients and any other data
subjects it may encounter in the course of its activities.
An organisation that collects and handles personal data, including sensitive personal data, and makes decisions about its use is
known as a data controller. Home Instead, as a data controller, is responsible for the protection of the personal data within its
control and for ensuring compliance with the Data Protection Legislation and principles outlined in this policy.
Non-compliance may expose Home Instead to complaints, regulatory action, fines and/or reputational damage.
Home Instead is fully committed to ensuring continued and effective implementation of this policy, and expects all Home Instead
Employees, CAREGivers and contracting third parties to share in this commitment.
Any breach of this policy will be taken seriously and may result in disciplinary action up to and including dismissal.
Employee/CaregiverSM Personal Data

Home Instead needs certain information about Employees and CAREGivers in order to fulfil their obligations under each contract
of employment. Therefore, it will collect and store Employee and CAREGiverSM personal data from the outset and throughout the
duration of employment of any Employee and CAREGiverSM. In addition, Home Instead may retain such personal data for a
specified period of time after the employment has terminated, in accordance with applicable legislation. See further details below
under DATA RETENTION, including the retention schedules to this policy.
For the purposes of clarity, Employee and CAREGiverSM personal data consists of any and all information collected, stored and
processed by Home Instead about an Employee or CAREGiverSM in the context of their employment. It may include all personal
data provided during the initial job application and interview process, along with any personal data provided in accordance with
their contract of employment, or throughout the duration of the employment. For the avoidance of doubt, it may include (but is
not limited to) the following:
• Name, address and contact details, PPS number
• Date of birth, gender, marital status and dependants
• Next of kin and emergency contact information
• Photographs which may be displayed in offices or on our systems
• Records of application (including CV, application form, cover letter, references received, Garda vetting certificate) and job description
• Details of approved absences (career breaks, maternity, parental leave, study leave etc.)
• Details of work record (where required time sheets, absences, annual leave applications)
• Details of any accidents/injuries sustained on Home Instead property or in connection with any Employee/ CAREGiverSM
carrying out their duties
• Details of salary and other benefits
• Personnel records including contract and offer letters, performance management information, appointment to promotion
and, if applicable, records of any interactions under the headings of grievance and discipline
• Training courses completed, and qualifications awarded
• Occupational health reports and sick certificates
• CCTV data, if applicable
• Door access control system data/ biometrics, if applicable
• Opinions and commentary (details and notes of telephone conversations and meetings between Employees and/or
CAREGivers with clients may be recorded as part of a client file; CAREGiverSM Snapshots which may include CAREGiverSM’s
personal hobbies, likes and dislikes collected to enhance relationship with CAREGivers);
• Email system data
• Financial data
• Human resources data
• Social Welfare records
• Phone records
• Phone calls to and from offices may be recorded for training or quality control purposes
It may also include the following sensitive personal data:
• Information about race, ethnicity, religious beliefs, sexual orientation or political opinions
• Information about health, including any medical condition, health and sickness records
• Information about criminal offences.
How We Use Your Personal Data

Home Instead will use your personal data for the following purposes:
CV and Job application, This includes all personal data collected in order to process a job application. It may include personal data
before entering into collected from the Employee or CAREGiverSM directly, or it may be sourced from 3rd parties (i.e.
contract of employment references, Garda Vetting etc).
Performance of This personal data will be collected at the time of entering into the contract of employment and
employment contract throughout the duration of employment. It will be processed internally and externally with trusted third
and the payment of parties in order to effect various contractual obligations (HR, scheduling, telemonitoring, CRM, benefits,
wages payroll, accounts, Revenue, pension provider, hospitals, nursing homes, Health Service Executive (HSE),
legal advisors etc). In each case, it is Home Instead’s policy to have a contract in place with each third
party, outlining their obligations in relation to the personal data, the specific purpose or purposes for
which they are engaged, and the requirement that they will process the data in compliance with the Data
Protection legislation.
In order to fulfil his/her role in the provision of services to clients, certain personal data may be shared
with clients, or their family members. Certain personal data may be kept in the client’s possession (i.e.
name and contact details of CAREGiverSM in the Client journal in a client’s home pack). Home Instead and
its employees will endeavour to ensure that any personal data stored in the client’s home pack is either (a)
pseudoanonymised, and where possible, (b) stored securely in the client’s home.
Administration, IT Home Instead relies on trusted third parties to help run the business and provide the necessary
systems, Conclusion specialised services. This includes IT support, software providers, accountants, consultants, email, web,
and execution of telephone, CCTV providers and legal advisors. Home Instead will ensure that it has in place appropriate
agreements with contracts with such third parties to ensure the continued safeguarding of any personal data.
Suppliers and Business
Home Instead also relies on the innovative use of technology and computer systems to run its business
Partners.
and develop its services, including a number of third-party technology and software providers who
sometimes require live access to systems in order to provide support for these services. Such access may
include access to Employee or CAREGiverSM personal data. Such access is only permissible and authorised
for the proper administration of our computer systems and to ensure their security.
Business process This purpose includes the management of resources including Employees/CAREGivers, and risk
execution, quality management, conducting audits and quality control investigations, finance and accounting, implementing
control, internal business controls, and processing personal data for management reporting and analysis, archive and
management and insurance, legal or core business purposes. As part of this, each Home Instead office will provide reports
management reporting. and access to certain personal data to its franchisor, Home Instead Franchising Limited, who requires
such access for the purpose of quality control and ensuring processes are being implemented across
Home Instead.
Certain Home Instead offices are group companies owned by the same ultimate parent company. For
those companies, and in the legitimate business interests of the group, certain personal data will be
processed at a group level and may be passed to the ultimate parent company which is resident in
Switzerland.
Home Instead is part of a larger franchise brand based in the United States. Whilst Home Instead in
Ireland operates independently from the master franchisor in the United States, there may be some
transfer of personal data (such as names and contact details of certain Employees) to Home Instead Inc,
or its subsidiaries as part of the franchise relationship. Any personal data transferred or processed
outside of the European Economic Area and Switzerland will be subject to appropriate safeguards and at
all times in compliance with the applicable Data Protection legislation in Ireland under GDPR.
Health, safety and security This purpose involves the protection of Employees, CAREGivers and clients in their workplace
environment;
Home Instead may request pre-Employment medicals as part of the recruitment process. Occasionally, it
may also be necessary to refer Employees/CAREGivers to a doctor selected by Home Instead for a
medical opinion, and Employees/CAREGivers may be required by their contract of employment to attend
in this case. Any resulting medical reports or sensitive personal data received by Home Instead will be
stored in accordance with this Data Protection policy in a secure manner with the utmost regard for the
confidentiality of the sensitive personal data contained therein.
Compliance with a legal To comply with any legal obligations to which Home Instead is subject to under Irish and EU law, and in
obligation the provision of home care services. This includes any duty of care towards Employee/CAREGivers and the
necessary disclosure of personal data to Goverment institutions or supervisory authorities, including tax
authorities, in relation thereto.
To comply with Data Protection legislation, including potential Subject Access Requests or data breach
reporting;
Any sensitive personal data will be used for the purposes complying with employment and other
applicable laws, including the monitoring of equal opportunity laws.
Necessary to protect vital

To protect our Employee/CAREGivers’ vital interests
interests
Legitimate interests of To gather feedback on Home Instead’s performance as an employer, in order to ensure that services are
Home Instead continually enhanced and refined;
To allow each Employee/CAREGiverSM to fulfil his role within Home Instead;
To allow Home Instead to fulfil its contractual obligations with third party contractors, including the HSE.
To ensure that the quality of Home Instead employees and services is continually enhanced and refined
and for purposes which are within legitimate business interests, such as business development;
To comply with any contractual obligations to the franchisor, Home Instead Franchising Limited, any
group company of the franchisor or to the master franchisor Home Instead Inc of any group company of
the master franchisor.
Home Instead will not share Employee personal data for direct marketing purposes outside of the organisation.
Rights Over Personal Data

Employees and CAREGivers will, at all times, have the right to any of the following:
• receive clear information regarding the collection and further processing of their personal data;
• request access to any personal data held about them by Home Instead;
• have inaccurate personal data corrected;
• have personal data erased (unless prevented from doing so by law or regulation);
• object to the processing of their personal data for direct-marketing purposes;
• prevent processing that is likely to cause damage or distress to themselves or anyone else;
• restrict the processing of their personal data (required to do so by law or regulation);
• where processing is based on consent, to withdraw that consent at any time;
• personal data portability;
• object to automated decision-making and profiling.
Right to Access
All individuals (including Employees, CAREGivers, clients, client family members etc) are entitled to request a copy of his/her
personal data held by Home Instead. These are referred to as subject access requests. Employees/CAREGivers may receive
subject access requests from other Employees/CARGivers or clients. These should be actioned in accordance with our Subject
Access Request Policy, which is included in the schedule to this policy.
In particular, Employees/CAREGivers are entitled to request copies of all personal data held about them by Home Instead. Home
Instead will ensure that such subject access requests are forwarded to the Privacy Champion of the appropriate Home Instead
office, in a timely manner, to enable them to process the request within the required timeframe.
To make a subject access request, an Employee/CAREGiverSM should fill in the subject access request form, available from their
Privacy Champion, the Hub or as set out in the schedule to this policy. If you are unsure who your Privacy Champion is, you
should ask your local Home Instead office.
In some cases, a Privacy Champion may require proof of identification before a subject access request can be processed. Where
this is necessary, the Privacy Champion will inform the Employee/CAREGiverSM that it needs to verify his/her identity and request
any necessary documentation.
A subject access request will typically be responded to within 30 days of receipt of the request. This period may be extended for
up to 2 further months where necessary, taking into account the complexity and number of requests. If this is the case, Home
Instead will write to the Employee/CAREGiverSM making the request within 30 days of receiving the original request let him/her
know.
Information will be provided in electronic form if the Employee/CAREGiverSM has made a request electronically, unless he/she
agrees otherwise. Documents are provided free of charge. Any further copies requested will incur a fee based on administration
costs. Where a subject access request is deemed “manifestly unfounded or excessive”, Home Instead may opt to charge a fee for
such a request or refuse to act upon such a request.
Where an Employee/CAREGiverSM makes a subject access request, Home Instead will inform him/her of:
• The purposes of the processing;
• The categories of personal data concerned;
• To whom the personal data has been or will be disclosed;
• Whether the personal data will be or has been transferred outside of the EU;
• The period for which the personal data will be stored, or the criteria to be used to determine retention periods;
• The right to make a complaint to the DPC;
• The right to request rectification or deletion of the personal data;
• Whether the personal data has been subject to automated decision making.
Employees are only entitled to personal data about themselves and will not be provided with personal data relating to other
Employees/CAREGivers or third parties. It may be possible to block out or pseudo-anonymise the personal data relating to a third
party or conceal his/her identity, and if this is possible Home Instead may do so.
Personal data that is classified as the opinion of another person, will be provided unless it was given on the understanding that it
will be treated confidentially. Employees/CAREGivers who express opinions about other Employees/CAREGivers in the course of
their employment should bear in mind that their opinion may be disclosed in an access request, e.g. performance appraisals.
An Employee/CAREGiverSM who is dissatisfied with the outcome of a personal data access request has the option of using Home
Instead’s grievance procedure, as set out in the relevant Employee or CAREGiverSM Handbook.
Medical Data
Employees/CAREGivers are entitled to request access to any sensitive personal data, including but not limited to any medical
reports provided or received under their contract of employment. Employees/CAREGivers wishing to make such a request should
contact their Privacy Champion. The Privacy Champion may, in turn, need to consult with the relevant doctor to request that the
personal data be disclosed. The final decision to disclose lies with the doctor to decide whether the personal data should be
disclosed to you or not in accordance with Statutory Instrument No. 82 of 1989.
Right to Correct
If any Employee/CAREGiverSM believes that any of the information or personal data held by Home Instead is incorrect or out of
date, the Employee/CAREGiverSM has the right to correct such information by providing the correct or up-to-date information. In
addition, a request can be made to delete the incorrect or out-of-date information, and Home Instead will accommodate such
requests unless prevented from doing so by law or regulation.
Right to be Forgotten
Employees/CAREGivers may request that any personal data held on them is deleted or removed if there are no legitimate reason
for Home Instead to retain. This also applies to any third parties who process or use that personal data. Home Instead, and any
third party processors of such personal data will comply with such a request, unless they are prevented from doing so by law or
regulation.
Right of Data Portability

Employees/CAREGivers have the right to request a copy of their personal data held by Home Instead, in a commonly used and
machine-readable format. This information may be provided directly to the Employee/CAREGiverSM, or to a third party as directed
in the request.
Right to Opt-Out or Withdraw Consent

Home Instead will inform Employees/CAREGivers that their personal data is being collected and used for specific purposes prior
to doing so. Employees/CAREGivers have the right to object to any specific type of data processing, including automated decision
making or profiling. Where such objection is justified, Home Instead will cease processing the personal data unless it has a
legitimate business interest that prevents this.
Where personal data is being held or processed by Home Instead on the basis of Employee/ CAREGiverSM’s consent, the
Employee/CAREGiverSM has the right to withdraw this consent at any time.
Right to Complain
Any Employee/CAREGiverSM who is dissatisfied with or has any concerns about how Home Instead handles personal data, has the
right to make a complaint to the Data Protection Commissioner of Ireland. Details are available at Lo Call Number 1890 252 231
or www.dataprotection.ie.
security risks must be mitigated. Specifications for new software or upgrades of existing software must specify the required
information security controls. Our IT provider will keep a record of all software used by Home Instead and who has access to
different types of software.
Code of Conduct Policy

The Code of Conduct sets out a clear framework and policy which defines how employees are expected to carry out their duties
with Home Instead. It sets out the framework which should govern the behaviour of employees and is aligned the values of Home
Instead. Therefore, it is essential that all employees conduct themselves and all activities, to the highest standard possible.
Please refer to The Code of Conduct policy for more detailed Information - Appendix 31
Appendix 1: Tips, Gifts & Bequests Policy

Purpose
Home Instead recognises that at certain times of the year such as Christmas, Easter etc. clients may wish to recognise their
relationship with their CAREGivers by way of giving gifts, and in relation to leaving bequests and being party to a will often a
CAREGiverSM may be one of the only contacts the client may have. In order to safeguard both CAREGiverSM and Client in these
situations Home Instead has developed this policy.
If a client wants to give you anything including money, gifts or discarded items, you must first notify the office. We do not accept
tips. A gift form must be signed by you and the client. The Key and Gift forms are there for your protection in case the client is
unable to remember making such transactions.
Scope
This policy applies to all Employees.
Policy
Policy on Gifts and Bequests
• Gifts offered by Contractors or others should be politely, but firmly, declined. Offers of low value gifts (worth less than €20)
such as diaries, calendars, and other small tokens of gratitude from clients/relatives need not be refused but please inform
the office before accepting the gift. However, if a number of small gifts are made from the same or a related source within a
12-month period totalling more than €50, you must inform your Manager.
• If you receive any gift, you and the giver must complete the ‘Gift form’ contained in The Client Journal.
• Employee’s must not, under any circumstances, bear witness or put their signature to any will or other financial investment
documents. Similarly, you must never ask for or receive money from a client or their relatives, except as detailed in the
paragraph above. At no time should you assist a client in the making of their will. You should not agree or ask to benefit from
a client’s will.
• Employee’s must not, under any circumstances borrow from or lend money to a client. You must not sell assets on behalf of a
client. You must not attempt to sell goods or services to a client or have any involvement in any other inappropriate financial
transactions with the client.
Appendix 2: Smoke Free Workplace

Policy
1. Introduction
Tobacco use is the leading cause of preventable death in Ireland with almost 6000 smokers dying each year from tobacco related
diseases. Home Instead’s goal is to protect staff from the risks of smoking whilst they are at work. It is the policy of Home Instead
that all of its workplaces are smoke-free and that all employees have a right to work in a smoke-free environment.
2. Purpose
To protect the health wellbeing of our staff and to ensure compliance with the Public Health (Tobacco) Acts, 2002 and 2004
prohibit smoking in indoor places of work.
3. Scope
This policy applies to all employees, consultants, contractors and visitors.
4. Procedures
CAREGivers:
All CAREGivers are not permitted to smoke when they with a client, Smoking is only permitted when you take an official break.
Smoking is not permitted inside or outside a client’s home, even if the client invites you to do so. You should be respectful of
clients when delivering personal care and avoid smoking prior too or during care provision visit as the smell of nicotine can be
offensive when in close proximity delivering care.
We endeavour to ascertain if a client smokes in the home and will advise you accordingly. If you do not wish to provide care in a
smoker’s home, please advise your client co-ordinator and they will not assign you to these clients.
Office’s:
Smoking is prohibited in all Home Instead workplaces, including all entrances and doorways of all premises, so that employees are
not exposed to passive smoke whilst accessing or leaving these premises. Where external smoking areas are agreed and located on
Home Instead sites, they must be sited a reasonable distance away from wall vents, windows and doors of work areas. Cigarette
waste must be disposed of properly and in a considerate manner. A Company vehicle is a ‘place of work’ as specified in the Safety,
Health and Welfare at Work Act 2005; hence smoking is prohibited in all vehicles which are used on Home Instead business.
5. Legislation
The Public Health (Tobacco) Acts, 2002 and 2004 prohibit smoking in indoor places of work. Section 47 of the Acts, which came
into force on 29 March 2004, is designed to protect third parties, such as workers, from the ill-effects of exposure to secondhand
smoke. A person guilty of an offence under Section 5 (2A) of the Acts, a person found guilty of an offence under Section 47 is
liable on summary conviction to a fine of up to €3,000.
6. Definitions
Home Instead’s Smoke Free Workplace Policy extends to the use of E-cigarettes, Vaporisers and Herbal Cigarettes/Tobacco and
any derivatives of these. “Workplace” related to all premises/vehicles/facilities where Home Instead business is conducted.
7. Responsibilities
Responsibility for the implementation of this policy rests with the manager’s in charge of the workplace’s. All employees have an
obligation to adhere to and facilitate the implementation of this policy. Infringements by staff will be dealt with under Home
Instead’s disciplinary procedures.
8. Support
Smoking seriously harms you and others around you. If you don’t smoke, don’t start. If you do, please stop.
Information on how to obtain support in stopping smoking is available from the National Smokers’ Quitline on 1850 201 203,
www.quit.ie. Contact the Health, Wellbeing and EAP department who can guide you to local supports.
9. References
• Safety, Health And Welfare At Work Act 2005
• Quit.ie. (2018). Help information and advice on how to quit smoking from the HSE - Quit.ie.
[online] Available at: http://quit.ie
Appendix 3: Travelling for Work Policy

Introduction
Home Instead have an obligation to comply with the requirements of the Safety, Health and Welfare at Work Acts 2005 and 2010
and the Road Traffic Acts for Driving for Work. Health and safety law applies to on-the-road work activities (driving, cycling and
walking) and Home Instead aims to effectively manage these risks within its health and safety management system.
You are required to provide a copy of your driving license together with a copy of appropriate motor insurance and Tax. It is your
responsibility to ensure all are in date and cover is in place for the duration of your employment with Home Instead. You must
notify the company immediately of any changes.
Travelling for work includes any person who drives on a road as part of their work either in:
• Driving a Home Instead owned or leased vehicle/bike.
• An employee driving their own private vehicle; and/or
• An employee cycling on Home Instead business or in the course of work duties;
Mileage rates must be agreed and approved in advance with your manager. When expenses are agreed they will only be
reimbursed on production of valid receipts.
Travelling for work includes any person on a road as part of their work (not including travelling to and from work) either in a
company vehicle or their own.
Scope
This policy covers everyone that is employed by Home Instead who is operating a Home Instead Vehicle or their own vehicle while
driving for work. It also includes those who use a bicycle for travelling for work.
Policy
Home Instead is committed to ensuring the safety of its staff when driving for and on behalf of Home Instead. Staff will not be
required to drive under any conditions deemed unsafe and/or likely to create an unsafe environment, physical distress or fatigue.
It is Home Instead’s Policy that “while driving for and on behalf of Home Instead, staff must comply with the rules of the road, road
traffic acts, be conscious of road safety and demonstrate safe driving and other good driving habits”. The following actions in
company or own vehicles while driving for work will be viewed as serious breaches of conduct and will be subject to disciplinary
action, up to and including dismissal (this list is not exhaustive):
• Driving whilst disqualified or not holding the correct licence for the class of vehicle being driven
• Reckless or dangerous driving causing injury or death
• Failing to stop after a crash
• Penalty points suspension
• Any actions which warrant suspension of licence
• Under the influence of alcohol or drugs while driving
• Ignoring known road rules e.g. driving while using a mobile phone, texting, not wearing a seatbelt, speeding etc.
Home Instead will:
• Ensure that all company vehicles are well maintained
• Collect and collate statistics on incidents, crashes or near misses and their cause.
• Monitor and manage work hours to ensure unsafe driving practices are not encouraged
• Identify driver training needs where required and arrange appropriate training or retraining
• Encourage safe driving practices by:
• not paying traffic offence fines on behalf of employees
• prohibit the use of mobile phones while driving
• providing alternative transport options to and from work social events
• providing food and non-alcoholic drinks at work functions
• ensuring the Manager is informed if any existing staff becomes disqualified from driving.
Safe Driving Practices

• The need for safe driving practices is part of the duty of Home Instead duty to provide a safe and healthy workplace.
Employees driving for and on behalf of Home Instead need to be prepared to manage common driving hazards. These
hazards include: (list is not exhaustive).
• Poor weather conditions
• Poor road conditions
• Speed
• Fatigue
• Distractions within the vehicle e.g. mobile phones, GPS, eating
• Assisting client in and out of the vehicle
• Loading and unloading shopping or awkward loads such as equipment (e.g. wheelchairs)
• Unsecured loads.
When driving for and on behalf of Home Instead in a company or your own vehicle, employees will:
• If they are driving a company vehicle, have prior approval from the Manager to use the vehicle.
• Ensure that their drivers licence held is valid for the class of vehicle being driven and provide an updated copy to the office on
request.
• Advise the Manager immediately if their licence has been suspended, cancelled or has limitations placed on it.
• You must be able to satisfy the eyesight requirements for driving set out by the Road Safety Authority and employees must
wear visual aids, if required, at all times while driving for work i.e. glasses or contact lenses.
• You must tell your manager if you suffer from any medical condition that may hinder your ability to drive, where you might
require extra care, support, and attention from Home Instead.
• You should not drive, or undertake other duties, while taking a course of medicine that might impair your judgement e.g.,
medications that cause drowsiness or confusion. In cases of doubt, you should seek advice from your GP.
• Be responsible and accountable for their actions when driving the company or your own vehicle and be physically and
mentally able to drive safely.
• Drive within legal speed limits including driving for the conditions.
• Wear a Seat Belt at all times and ensure seatbelts are worn by all passengers travelling in the car.
• Inspect the vehicle before use e.g. tyres, seat belts, wipers, oil, water, lights, windscreen is clean etc.
• Report any company vehicle defects to the Manager before using the vehicle again.
• Comply with traffic laws when driving the company or your own vehicle.
• Regularly check oil, water, radiator, battery levels and tyre pressures of the company or your own vehicle if regularly used.
• Report any near hits, crashes and scrapes to the Manager, including those that do not result in injury.
• Adhere to the No Smoking Policy whilst in a company or your own vehicle.
• Will not drive under extreme fatigue or stress and will make alternative arrangements e.g. stay overnight at destination and
drive safely in the morning.
• Will maintain good posture while driving and follow manual handling techniques where appropriate.
• Before undertaking a journey on behalf of Home Instead vehicle drivers should assess the prevailing and expected
environmental conditions. Vehicles should not be operated under conditions that the driver considers to be unsafe.
• In the event of an emergency or breakdown vehicles should be pulled over to the side of the road (or hard shoulder where
available). The emergency services or vehicle recovery services should be alerted. Occupants must never sit in a stationary car
whilst it is positioned on the side of the road. Where possible vehicles should be pulled into lay-bys.
• Vehicles may not be operated whilst the driver is under the influence of alcohol or narcotics. Operators should note that
some over the counter drugs induce drowsiness and should not be combined with driving.
• Follow the emergency procedures if you are involved in a collision.
• If using a bicycle to travel for work, you must ensure that you are wearing a helmet, a high vis jacket and lights where
necessary.
Cyclists
Cyclists are expected to follow the road safety advice, complying with traffic lights and avoiding cycling on the pavement unless it
is a designated cycle path.
Cyclists should reduce their speed in wet weather as surfaces will be slippery and it will take longer to stop. Cyclists are
encouraged to cycle in the centre of the lane to maximise their line of vision. If the road is busy or traffic is moving fast, then cycle
to the side of the cars. Cyclists should never cycle along the inside of large vehicles as this can be extremely dangerous. Cyclists
can however stop on double yellow lines to safely allow large vehicles to turn.
Whist it is not a legal requirement; all cyclists are recommended to wear a helmet. Cyclists should also ensure that they have the
correct equipment to ensure that they are seen by other cyclists, drivers and pedestrians. It is a legal requirement to have white
front and rear red lights on a bicycle at night. It is recommended that Cyclists should wear reflective jackets, shoe clips and arm
straps to ensure that they are seen by drivers and pedestrians. Home Instead operate a Cycle to Work Scheme that offers
discounts on bicycle equipment.
Any staff member using a Home Instead bike must comply with all rules of the road and follow all HSA requirements at all times.
Contact Line Manager for more information.
Currently under Irish law, the use of electric scooters and like devices is not specifically regulated. Home Instead do not take any
responsibility for any staff member using vehicle/devices not regulated or do not comply with the requirements of the Safety,
Health and Welfare at Work Acts 2005 and 2010 and the Road Traffic Acts.
Mobile Phone Use

Mobile phone is prohibited from being used while driving or cycling. Text messages should not be sent whilst driving or cycling. If
you wish to take a call, you should use a hands-free mobile phone device and only if it is safe to do so.
Parking and speeding infringements

Parking tickets and speeding infringements are the responsibility of the driver and will not be reimbursed by Home Instead under
any circumstances.
The Employee must advise Home Instead immediately in writing of any driving convictions other than parking penalties that have
been acquired during employment with the Organisation.
Responsibilities
Owner/Manager
• Maintaining records on company vehicle accidents/incidents/near misses, their causes, the number of crashes, who was
thought to be at fault, the number of prosecutions, the financial cost of all crashes, including lost productivity and temporary
employees. Reviewing each Incident Report and Accident Report to determine if the employee’s actions were consistent with
Home Instead’s Policies and Procedures.
• Determining if any extra training is required to deal with driver error.
• Evaluating existing Motor Vehicle Policies and Procedures to determine if any changes should be made in light of the facts
surrounding an Incident/ Accident in an effort to prevent further occurrences of similar events in the future.
• Home Instead will ensure that Employees are reimbursed for mileage only at the agreed current rate.
• Collate documentation including Proof of a valid driver’s license and motor tax insurance (and changes to the
aforementioned) from employees who drive for work. It is the Employee’s responsibility to ensure they have an appropriate
driving licence.
Office Staff
Must follow all details of the safe driving policy and procedure. Copies available on request.
Breach of Policy
Any breach of the Travel for work policy may be subject to disciplinary action up to and including dismissal.
Review Arrangements
This policy will be reviewed annually and updated as appropriate. However, a review earlier than this may be prompted by factors
including; Legislative or regulatory changes; Structural or role changes; Operational or technological changes; Audits and reviews
of the effectiveness of the policy.
Emergency Procedures in the Event of a Collision

There are two elements to this, in that if a person is badly injured, they will be able to do little or nothing and will be relying on
others to summon the Gardaí and medical services.
If, however, you are involved in a collision and are not injured or at least not badly injured you should:
• Stop your vehicle at the scene or as close to it as possible. If possible do not obstruct traffic
• Ensure your own safety first. If exiting the vehicle wear a high visibility jacket or vest, which should be readily accessible in the
vehicle
• Help any injured person. Call the Gardaí and emergency services if someone is hurt – dial 999 on a landline or 112 on a
mobile phone.
• Provide the following information and obtain the following information from the other vehicle driver or property owner:
• The name and address of the driver in charge of the vehicle
• The name and address of the owner of the vehicle
• The registered number of the vehicle
• The vehicle insurance details.
• If the accident involves a pedestrian or pedal cyclist they should give and get contact details: name, address and phone
number.
• Speak to all witnesses and obtain their contact details: name, address, phone numbers.
• Record the details of the collision on the Incident Recording Form (available from the office).
• Contact your supervisor or manager as soon as possible to tell them about the collision. You should carry these contact
details including the emergency contact number with you or keep the details in the vehicle when you are working.
• Take pictures of the scene and damage to vehicles if possible.
• Report the collision to the Health and Safety Authority (HSA), where relevant – for example, if someone is seriously injured or
killed due to the collision. Details can be found at www.hsa.ie.
Appendix 4: Client Confidentiality and Data Protection

Confidentiality Guidelines
Home Instead maintains a practice of confidentiality and protection of personal information for the clients in our service and fully
complies with the Data Protection Act 1988, the Data Protection (Amendment) Act 2003 and the General Data Protection
Regulation 2018 (GDPR). To maintain compliance with the Acts, each employee acknowledges his or her understanding of this
confidentiality policy and his or her responsibilities by signing this document. The employee further agrees to adhere to the
Confidentiality and Data Protection Clauses set out in the employee’s contract of employment.
All of the information we maintain on our clients is private, some pieces of information are considered more sensitive and require
specific practices to protect.
This includes:
• Information about a client’s physical or mental health or condition.
• Information about a client’s personal details.
• Information about the care the client receives.
• Information about how a client pays for service and his/her payment history.
• Information about a client’s finances.
You may only use or disclose client information:
• When you are caring for a client.
• When you are discussing a client’s, service needs with office staff or other CAREGivers who care for the client.
• To maintain quality assurance for the client’s service.
• When you are releasing information to family members and other individuals involved in the coordination of services, with the
client’s consent. These individuals could include: Designated Legal representative, Guardian, family members, relatives/friends
who have the need for relevant service information.
• When you are providing information to medical personnel in the case of a medical emergency.
• When situations of abuse, neglect and domestic violence are identified.
Employee use of Data

• The employee must only access, vary, erase, copy or make use of any information (including personal data) belonging to the
Company or held in the Company’s manual and computerised records or files for the proper discharge of the employee’s
duties and to the extent to which the employee is authorised to do so.
• The employee must not access, vary, erase, copy or use any such information without authority or in any way that could place
the Company in breach of its legal obligations.
• The employee must not pass on personal data (including home addresses, telephone numbers or email addresses) about any
individual (including fellow employees or clients of the Company) where those details are known to the employee because of
the employee’s employment with the Company, unless the employee has the prior consent of that individual.
• Any failure to abide with these rules may result in disciplinary action, up to and including dismissal, being instituted against the
Employee.
CAREGiverSM Responsibilities – Client Confidentiality

As an employee, it is your responsibility to safeguard a client’s personal and health information, by doing the following:
• Protecting the information in the Client Journal. A client must provide us with consent for a doctor, family member, friend, or
third party to review the Client Journal. It should be safely stored before leaving the client’s residence.
• Protecting any client information, you note in a personal time journal, or in other forms, from the public or family members
and immediately destroying client information that is not necessary for providing care to the client.
• Not discussing a client’s health information with medical staff during doctor’s office visits, hospital visits, or with facility staff in
a retirement community, assisted living facility, or nursing home. All communication regarding the general health of the client
should be addressed by the client’s family or legally designated agent. Any concerns regarding this matter must be brought to
the attention of the Care Manager.
• With fellow employees, discussing a client’s personal health information only when it is relevant to providing care.
• During the course of providing care, you may learn of additional health information that does not directly affect the services
you provide. If this occurs, you must keep this information confidential.
• Not discuss the client or the client’s personal health information, lifestyle, possessions and activity of clients and their relatives
with other CAREGivers or with family members in public, where others may overhear your conversation.
• Unless authorised by the office in advance, you may not make a referral, or coordinate any other in-home services on the
client’s behalf. These may include a consultation with doctors, nurses, health care personnel, facilities and providers who
specialise in health-related products.
• Client concerns about another CAREGiverSM should be directed to the office. You should notify the office if you suspect or
observe any sign of abuse, neglect, or possible harm to anyone in the residence.
Any CAREGiverSM who is found, to have breached the confidentiality policy

will be subject to disciplinary action, up to and including dismissal
Appendix 5: Annual Leave & Public Holiday Policy

Purpose
Home Instead is keen to ensure that all employees get adequate rest throughout the year by taking their full annual leave
entitlement.
Scope
Policy
• The holiday year begins on the 1st of January each year and ends on the 31st of December each year.
• You must take all of your holiday entitlement before the end of the leave year.
• You will not be able to carry leave over from one holiday year to the next.
• If you have entitlement outstanding at your date of leaving, you will be paid in lieu.
• All holiday arrangements are to be made with your Line Manager who will keep a record of your entitlement within your
employee file in head office.
Requesting Time Off

Flexibility is one of the many benefits of being a CAREGiverSM. We do however require you to contact the office in advance when
you are unavailable for shifts with clients which you previously were assigned to. We require at least two weeks’ notice if you will
not be available for a regular client who you are currently scheduled with. This will allow us to find a suitable replacement, and to
contact the client. If you request more than two weeks off, you are required to submit your request in writing. You must request
holiday time at least two weeks in advance. All requests for time off will be considered in order to meet the needs of our clients
and will be granted on a first-come first-serve basis. If two weeks’ notice is not provided your holiday leave may not be granted.
All leave is granted at Management discretion. With respect to our elderly clients, failure to give adequate notice may result in
Home Instead appointing another CAREGiverSM on a permanent basis.
Christmas Period
Because the festive season is both lonely for most older people and almost impossible to find replacement CAREGivers, holidays
must be approved in advanced by the Employee Co-ordinator. Holidays may not be granted during busy periods such as
Christmas. It might also be the case that the client requests no service for some or all of the Christmas holidays and your request
for holidays may be granted.
Holiday Pay
The Organisation of Working Time Act, 1997 sets out minimum entitlements to Annual Leave for all Employees. The Company’s
leave year runs from 1st January to 31st December each year.
Annual Leave is calculated and approved in accordance with the Organisation of Working Time Act, 1997.
Pay for annual leave will be provided at the hourly daily rate. Applications for leave of 2 weeks or more at any one time will be
considered in light of business requirements and may be approved or otherwise at the discretion of Management. All
applications for annual leave must be made in writing. Annual leave is granted subject to Management approval in advance of the
leave being taken.
Public Holidays
It is the policy of this Company to provide a benefit in respect of nine public holidays, namely;
• January 1st
• St Bridget’s day (from 2023)
• March 17th
• Easter Monday
• First Monday of May
• First Monday of June
• First Monday of August
• Last Monday of October
• December 25th
• December 26th
The benefit to be provided will depend whether an Employee is required to work on a particular public holiday or not. An
Employee may seek clarification as regards the benefit applicable on a particular holiday by speaking to their Manager in advance
of the public holiday.
Appendix 6: Sick Leave Policy

Purpose
The Company has an expectation of regular attendance at work by all Employees. However, it is acknowledged that Employees
may, from time to time, be absent from work due to illness or other unforeseen circumstances. The office should be informed in
advance of any leave needed for absence or recovery from illness or injury. Cancellation of your shifts must be done in extreme
circumstances only; a minimum of two hours’ notice is required but as much notice as possible should be given to the office.
Scope
Policy
Notification
If you are sick and cannot make it to your client, you must ring the office with as much notice as possible (Office Hours:) at least
two hours in advance to allow for time to try and cover your scheduled care routines. The Employee is required to contact their
Manager directly by phone call. Where their Manager is unavailable a message may only be left with another Manager, and not a
colleague of the Employee at the same level. It is the responsibility of the Employee to notify the Company of their absence
personally. Notification from a friend, other family member etc. will only be accepted in exceptional circumstances.
When notifying the organisation of the absence it is important to provide details of the expected duration of absence. Where an
absence extends beyond this expected return to work date, there is a requirement that the Employee will again notify the Company
of their ongoing absence in advance of their normal start time. Medical certificates must be provided as per company policy.
If you are sick on the day and your shift begins early in the morning and the office has not opened yet or after the office has
closed in the evening you must ring the emergency 24-hour line at least two hours before the scheduled care visit in order to
facilitate alternative care arrangements. ‘No call, no shows’, are grounds for immediate dismissal. Repeated shift cancellations
The Company reserves the right to refer an Employee to Occupational Health to seek a full report in order to make reasonable
decisions in relation to the employee’s capacity to fulfil their terms and conditions of employment. In the event a CAREGiver is sick
for two or more consecutive days; a doctor’s note needs to be submitted to the office.For any absence over 7 days, Doctor’s
notes need to be submitted on a weekly basis to the office.
For a minor illness or injury or if a person is likely to absent for a short period, the expiry date of a medical certificate is sufficient
to deem the person fit to return to work. However, after long term absence or if the nature of the illness/injury is likely to impact
on your job a ‘fitness to return to work certificate’ may be required, prior to returning to work. You may be requested to conduct
a return to work interview after any absence from the office.
Returning to Work after Longer Term Absence

For any absence over 7 days, e.g. Sickness or if the nature of an illness/injury is likely to impact on your job a ‘fitness to return to
work certificate’ is required, prior to returning to work, which will confirm you are fit to resume all of your duties as a CAREGiver.
You may also be requested to attend a return to work meeting with your HR Officer. When returning to work after longer term
absence e.g. Sickness you will be returning to work as a CAREGiver on the same conditions of employment, but we cannot
guarantee you will return to a previous client as all assignments with specific clients are temporary. We will assign hours as per
your conditions of employment, so please contact the office on a monthly basis to advise of your availability and preferred
working hours and days for the coming month as usual.
Annual Leave Entitlements during Sick Leave

Illness during the leave year will reduce the number of hours actually worked by an Employee and therefore may reduce
entitlement to Annual Leave. If you have any questions in relation to this please contact your Manager. Any breach of the Leave
Policy may result in disciplinary action, up to and including dismissal.
Sick Leave Pay

On 20 July 2022, the Sick Leave Act 2022 became law. Under the legislation, employers will be obliged to provide a minimum
number of paid sick days annually from 2023.
The new legislation gives employees the right to a minimum period of paid leave if they become sick or sustain an injury that
makes them unfit for work.
Both full and part-time employees can avail of paid leave under the scheme, which will be rolled out in four phases.
• From 2023 – employees to be entitled to a rate of 70% of usual daily earnings up to €110 a day for three days.
• 2024 - five days
• 2025 - seven days
• 2026 - 10 day.
The eventual 10 days, or two working weeks, of sick pay per year will be in addition to other leave entitlements including annual
leave, parental and maternity leave as well as public holidays.
An employee must obtain a medical certificate to avail of statutory sick pay, and the entitlement is subject to the employee having
worked for their employer for a minimum of 13 weeks. Once entitlement to sick pay from their employer ends, employees who
need to take more time off may qualify for illness benefit from the Department of Social Protection subject to PRSI contributions.
References
• Sick Leave Act 2022
Appendix 7: Medical Conditions Policy

Purpose
Home Instead is committed to equality of opportunity and operates non-discriminatory practices in relation to access to
employment, conditions of employment, access to training and experience, promotion or re-grading of posts, and classification of
posts.
We are keen to support employees through times of ill health and we do not discriminate against employees who have ongoing
medical conditions, and we aim to put in place extra support to ensure the health and safety of both clients and CAREGivers.
Scope
Policy
You must tell your manager if you suffer from any medical condition, which might require extra care, support and attention from
Home Instead for example Diabetes or Epilepsy or a back injury. Any information you provide will be treated in the strictest
confidence.
Notifiable/Infectious Conditions
To prevent cross contamination to our clients and other employees, it is extremely important that you notify your Manager
immediately if you believe you have contracted or been in contact with a person who has Influenza, COVID-19, Chickenpox or
MRSA, or any other notifiable/infectious illness.
Please refer to the Health Protection Surveillance Centre website for a full list of notifiable & infectious diseases
http://www.hpsc.ie/hpsc/NotifiableDiseases/ListofNotifiableDiseases/
Time Off for Medical Appointments

This policy applies in the event of Employees having medical appointments such as (but not limited to):
• Doctor
• Hospital
• Optician
• Physiotherapist
• Dental
This policy does not extend to Employees seeking time off for ante-natal appointments. This is covered under the Organisation’s
Maternity Leave policy.
In so far as is possible, medical appointments should be scheduled outside of business hours.
Where this is not possible, evidence (such as appointment card) may be requested of the medical appointment or the Employee
is expected to seek a relevant medical practitioner close to their normal place of work. Subject to operational requirements, the
Employee will be allowed reasonable time off to attend appointments, taking into account travel time, waiting periods etc. Time
off to attend medical appointments will be at the discretion of Management and whether the time off will be paid, unpaid or the
Employee will be expected to work hours in lieu of the time taken for the appointment.
Employees should give their line Manager as much notice as is reasonably practicable of medical appointments. In general,
reasonable time off for medical appointments will be allowed however this will be subject to operational requirements.
Appendix 8: Rest Periods and Breaks Policy

Purpose
The company is committed to ensuring that no Employee works in excess of the maximum average working week, as determined
by the Organisation of Working Time Act 1997.
Scope
Policy
Rest Periods and Breaks
You are entitled to breaks and time off in accordance with the Organisation of Working Time Act 1997, as agreed with your
Manager in advance. There is no entitlement to be paid during these breaks and they are not considered part of working time.
Your statutory break entitlements are as follows:
• A 15-minute break for every 4.5 hours worked
• A 30-minute break for every 6 hours worked (including the 15 minutes provided for the 4.5 hours worked)
• A daily rest break of 11 consecutive hours
• A weekly rest break of 24 consecutive hours
Please note that you are required to have worked a full 4.5 hours, excluding any break period in order to qualify for entitlement
to a 15-minute break. Similarly, you are required to have worked a full six hours, excluding any break period in order to qualify for
entitlement to a 30-minute break. You are required to record breaks on the Client Activity Logs.
Our clients’ health, safety and welfare will take precedence at all times and this may result in a requirement for you to defer your
break to a later time to deal with any emergencies or assistance that the client may require at that time.
You may be required to take your break in the client’s home in the designated rest area on the premises, to ensure the safety and
welfare of the client is taken into consideration at all times. If you are unable to exercise your right to the full rest break you must
notify the office immediately.
A flexible attitude is expected of employee due to the nature of our business and our mission to fulfil clients’ requests to the best
of our abilities. Your rest periods should be agreed with your manager in advance.
In exceptional circumstances where an employee is prevented from taking some/all of their break at the allotted time, they will be
entitled to a compensatory rest period. In other words, you will be entitled and expected to take the remainder of your break at
the first possible opportunity.
It is very important to us that you take your break entitlement in full in order to ensure that you have received adequate rest. In
this regard, we expect that you will be responsible and alert your Manager if you have a query in relation to your working time or
if there is any exceptional circumstances where you have been prevented from taking your break or a compensatory rest period
within a shift. Your Manager will then act appropriately for you.
Clients of Home Instead all have different care plans, and this assists us to assess and ensure that it will in fact be possible for the
employee to have an uninterrupted break. Where an employee finds the care and the client so demanding that it is not feasible
to take a break, they should inform their Manager immediately so that the relevant steps may be taken.
Appendix 9: Right to Disconnect Policy

Purpose
This policy demonstrates Home Instead’s compliance with the provisions of the Code of Practice for Employers and Employees
on the Right to Disconnect and the relevant legislation; Home Instead of Working Time Act, 1997; The Safety, Health and Welfare
at Work Act, 2005; Employment (Miscellaneous Provisions) Act, 2018; Terms of Employment (Information) Acts, 1994 – 2014. The
Right to Disconnect refers to an Employee’s right to be able to disengage from work and refrain from engaging in work related
electronic communications, such as emails, telephone calls or other messages, outside normal working hours.
Scope
Policy
Home Instead is committed to providing a culture in which Employees feel they can disconnect from work and work-related
devices. Home Instead and all Employee’s commit to manage the right to disconnect in a manner that is respectful of the other’s
rights and expectations and in the context of the relevant legislation and good workplace relations generally. Due to business and
operational needs and depending on a number of factors, including the role of the Employee, customer/client needs, nature of
the business, global reach of the employer, that circumstances may occasionally arise that necessitate those communications are
sent and received outside of Employee’s normal working hours. When occasional contact outside normal working hours becomes
the norm, this will be addressed. Home Instead believes that by respecting Employees’ right to disconnect, Employees will
reciprocate by working hard during hours and showing Home Instead support on those rare occasions they may be required out
of hours.
Employee Wellbeing
Employees are encouraged to schedule post-work leisure activity, in order to create some separation from the end of their
workday and the beginning of their personal time. Employees are reminded to switch off from work, to be cognisant of their
working hours and to take breaks in accordance with Home Instead of Working Time Act 1997, away from work devices.
Employees must take reasonable care of their health and safety in accordance with section 13 of the Safety, Health and Welfare
at Work Act 2005.
Home Instead Obligations

• Provide detailed information to Employees on their working time, in accordance with the Terms of Employment Information
Act, 1994 - 2014. Ensure that Employees are informed of what their normal working hours are reasonably expected to be
under the Employment (Miscellaneous Provisions) Act 2018.
• Ensure that Employees take rest and break periods, in accordance with Home Instead of Working Time Act 1997.
• Ensure a safe workplace, including reviewing their risk assessment and, where necessary their safety statement in line with
the Safety, Health and Welfare at Work Act 2005 and taking account of their obligations under section 8(2)(b) of the Safety,
Health and Welfare at Work Act 2005 which extends to ‘managing and conducting work activities in such a way as to prevent,
so far as is reasonably practicable, any improper conduct or behaviour likely to put the safety, health and welfare at work of
his or her Employees at risk’.
• Not penalise an Employee for acting in compliance with any relevant provision or performing any duty or exercising any right
under section 27 of the Safety, Health and Welfare at Work Act 2005.
Employee Obligations
While placing the onus of management of working time on the employer is appropriate, individual responsibility on the part of
Employees is also required in the context of the relevant legislation.
• Ensure to manage working time and take reasonable care to protect safety, health and welfare and the health and safety of
co-workers.
• Cooperate fully with any appropriate mechanism utilised by Home Instead to record working time including when working
remotely.
• Be mindful of their colleagues’, customers’/clients’ and all other people’s right to disconnect.
• Notify Home Instead in writing of any statutory rest period or break to which they are entitled to and were not able to avail of
on a particular occasion and the reason for not availing of such rest period or break.
• Be conscious of work patterns and aware of their work-related wellbeing and taking remedial action if necessary.
The Role of Managers

Managers play a central role in the successful implementation of the Right to Disconnect policy. Managers should respect the
Right to Disconnect of their team members and should demonstrate clear commitment to this Policy through leadership and
being active role models in this respect. Managers commit to recognise and take action when an Employee’s inability or
reluctance to disconnect appears to be linked to excessive workload, performance issues, or whether organisational culture is a
contributing factor. In such circumstances, managers must ensure that Employees have clear goals and deliverables that, other
than in exceptional circumstances, stand to be delivered during normal working hours.
Working Hours
Home Instead has an expectation that all Employees disconnect from work emails, messages, etc., outside of their normal
working hours and during annual leave, sick leave, maternity leave, paternity leave etc. However, occasional legitimate situations
may arise when it is necessary to contact employees outside of normal working hours, including but in no way limited to
ascertaining availability for emergency cover, shift patterns, to fill in at short notice for a sick colleague, where unforeseeable
circumstances may arise, where an emergency may arise, and/or where business and operational reasons require contact out of
normal working hours. Home Instead and all Employees recognise that business and operational needs may dictate that there
may be situations which clearly require some out-of-hours working by some Employees depending on the service being provided,
the Employee’s role, the needs of customers/clients and the unique requirement of critical services and as agreed in an
Employee’s terms of employment.
Home Instead and all Employees recognise that some Employees may work across global time zones. This may result in
colleagues connecting at different times outside of normal working hours to complete their objectives. This does not mean an
Employee needs to respond in the same time period. Home Instead recognises that many Employees choose and may request to
work in a more flexible manner given their work life balance needs. Even in circumstances where an Employee is working flexibly
the right to be able to maintain clear boundaries between work and leisure should not be compromised.
Communications
Where possible, e-mails should be checked or sent only during normal working hours. Due to differing/non-standard patterns of
work in Home Instead, some Employees may send communications at times which are inopportune for other Employees, e.g.,
weekends. The sender should give due consideration to the timing of their communication and potential for disturbance, and the
recipient should understand that they will not be expected to respond until their working time recommences.
Meetings
Home Instead and all Employees commit to respect people’s time by only inviting them to meetings where they play an active role
and have something to contribute. Employees should be mindful of and manage how much communication they have each day.
Culture of Work
Home Instead recognises that working life is made up of policies and procedures but also company culture. This often emanates
from the expectation set down by management. Home Instead wishes to make very clear that it supports all Employees’ right to
disconnect, and Home Instead does not believe that Employees need to be regularly working out of hours. Home Instead wishes
to cultivate a culture of hard work within working hours while fully respecting Employees’ personal lives and time outside of work.
If this does not match the environment Employees have witnessed in Home Instead, then this is at odds with Home Instead’s
culture. Home Instead management wishes to make very clear that there should be absolutely no detrimental impact on an
Employee’s career with Home Instead for expressing their right to disconnect. This will not lead to victimisation and will not
negatively impact performance rating or promotional chances. Any such conduct or victimisation will be investigated and taken
seriously. Equally, Employees who may be perceived to be ‘connected’ outside of work hours will not be treated more favourably.
Raising Concerns
Should an Employee feel that their Right to Disconnect is not being respected or that their workload is such that they are not able
to disconnect at the end of their normal working day, this should be brought to the attention of their Manager or raised through
Home Instead’s grievance procedure.
Appendix 10: Maternity Leave Policy

Purpose
The following sections describe the Company’s policy on maternity leave and maternity pay. The Company offers benefits and
leave that are in line with the statutory maternity scheme.
The Act entitles a pregnant employee to 26 consecutive weeks’ maternity leave. Leave must commence at least 2 weeks before
the end of the expected week of confinement and at least 4 weeks leave must be taken following the birth of the child.
Scope
Policy
Pregnant employees are also entitled to 16 consecutive weeks’ additional maternity leave beginning immediately after the end of
the 26 weeks.
No payment is made in respect of absence by an Employee during her maternity leave. However, an Employee may be entitled to
claim maternity benefit from the Department of Social Protection, subject to qualification criteria. In order to claim this benefit, an
Employee is required to submit a claim form (MB10) at least 6 weeks prior to commencement of maternity leave. This form is
available from the Department of Social Protection. The Organisation will complete Part 4 of the form confirming Employment
and PRSI details on request.
It is also a condition that, where the payment is approved, these payments are made directly to the Employee. The Company
makes no payment in respect of additional Maternity Leave.
Notification Procedure
Employees who wish to avail of this entitlement to maternity leave must provide a medical certificate confirming the pregnancy
and notify the Company in writing as soon as reasonably practicable in order that measures may be taken to protect her health
and safety at work and her developing child, but no later than 4 weeks before the beginning of the leave, of her intention to take
the leave. She must also provide a medical certificate specifying the expected week of confinement Antenatal / Postnatal Care
Pregnant employees and employees who have recently given birth are entitled to time off from work, without loss of pay for the
purposes of receiving antenatal medical appointments, and for postnatal medical appointments for up to 14 weeks after the birth
of her child. The entitlement to paid time off for post-natal care is extended to 26 weeks where the Employee is breastfeeding.
However, the employee must inform the Company in writing of the time and date of the appointment no later than 2 weeks
before the date of the appointment, except in the case of the first appointment. Where possible, appointments should be
scheduled at the beginning or at the end of the working day. If the appointment finishes during the working day, the Employee is
expected to return to work.
Antenatal Classes
Pregnant employees are entitled to time off from her work, without loss of pay to attend one set of antenatal classes (other than
the last 3 classes).
An expectant father of a child is entitled to time off from work, without loss of pay to attend the last 2 antenatal classes in a set
before the birth. This is a once off entitlement in respect of one pregnancy only.
The Act also covers exceptions to the normal rules relating to the following:
• Late Births
• Early Births
• Stillbirths
Return to Work
Employees must give the Company 4 weeks’ notice of their intention to return to work following maternity leave. This notice
should confirm the intended return to work date. Where possible Employees will return to the position held immediately prior to
the commencement of leave (provided this was their normal position), however where this is not feasible, he/she may return to
work to suitable alternative employment that is no less favourable in terms and conditions. You may be requested to attend a
return to work meeting with your relevant HR Officer prior to recommencing work.
Breastfeeding on Return to Work

Should an Employee be breastfeeding on return to work, and their child is under 6 months old, the Organisation will facilitate a
temporary reduction of working hours, without loss of pay, for the purposes of breastfeeding. The Employee must provide
notification of her intention to avail of this entitlement at least 4 weeks before her proposed return to work date.
Annual Leave and Public Holidays

Annual leave and public holiday benefits will continue to accrue during the period of maternity leave and additional maternity
leave.
Health & Safety Leave

Health & Safety Leave is granted to a CAREGiver by Home Instead should Home Instead be unable to remove a risk to the
employee’s health or safety during her pregnancy or whilst breastfeeding or cannot assign her alternative ‘risk-free’ duties.
Under the Maternity Protection Act, 1994-2004 an employee is entitled to remuneration from Home Instead for the first 21 days
of Health and Safety Leave and Health and Safety Benefit, through Social Welfare Office, is payable for the remainder if the
qualifying conditions are met. The Home Instead office applies to the Department of Social Protection for appropriate
documentation/application forms.
Appendix 11: Parental Leave Policy

Purpose
The purpose of this policy is to provide unpaid leave to qualifying parents in order to facilitate them to care for their child. This
policy demonstrates Home Instead’s compliance with the Parental Leave Acts, the Family Leave and Miscellaneous Provisions Act,
and subsequent amendments. This policy is designed to protect the rights of Employees under this legislation.
Scope
This policy applies to all Employees who are natural parents, qualifying adopters (or a surviving parent) and their spouse, civil
partner or cohabitant or who are acting in loco parentis to a child under the relevant age.
Policy
All qualifying Employees who are natural parents, qualifying adopters (or a surviving parent), or who are persons acting in loco
parentis to, a child under the relevant age have an entitlement to avail of up to 26 working weeks of parental leave in respect of
that child over a defined period of time.
Parental leave is unpaid leave. However, Employees should note that where a block of leave is taken with the result that no PRSI
contributions will be made by Home Instead or Employee in that week, then the ‘Relevant Department’ may make PRSI
contributions on the Employee’s behalf. This is subject to the Employee notifying the ‘Relevant Department’ of the fact that they
are on leave.
Who is a qualifying Employee?

In order to qualify for parental leave an Employee must meet the following criteria:
• he/she must have completed 12 months’ service with Home Instead to qualify for 26 working weeks leave, or
• where the child is about to go over the relevant age, and the Employee has completed more than 3 months service but less
than 12, he/she will be entitled to avail of 1 working week of leave per completed month of service.
Qualifying Child?
The relevant age of the child in respect of whom leave may be taken may vary depending on certain factors. Parental leave is
allowed in respect of a child:
• aged under 12 years of age, or
• within two years of an adoption order where the child is adopted between the ages of 10 and 12 years, or
• aged under 16 years in the case of a child with a disability/ long term illness.
Applications Procedure
Applications for parental leave must be made in writing setting out the commencement of Parental leave proposed to be taken at
least 7 weeks prior to the intended commencement of leave. A response to this application will be issued by Home Instead 4
weeks before the intended commencement of leave indicating whether the leave can be approved, or whether it is necessary to
postpone the leave. Postponement of leave will not exceed 6 months except where this is permitted by legislation and necessary
for operational reasons. In all cases discussion will be held to establish a suitable new timing for the leave. Where the leave is
approved, a confirmation document will be produced for signature and filing.
Any leave not taken from the previous entitlement of 18 weeks due to the fact that the child in question reached the previous
limit of 8 years of age may now be taken in addition to the increased entitlement provided that the child is under the age of 12. If
both parents are Employees of Home Instead, Employees may request that a portion of the leave (not more than 14 weeks) be
transferred to the other parent or qualifying adopter, approval of such a transfer of leave will be at the discretion of Home
Instead.
Patterns of Leave Permitted

Leave may be availed of as a continuous period of 7 weeks or greater at any one time. Periods of leave of a lesser duration are
entirely at the discretion of Management, and it may not be possible to permit these. Employees should consult their Manager
for further information.
Sickness During Parental Leave

Should an Employee fall ill during parental leave, and as a result is unable to care for their child, they may suspend their parental
leave and the time may be treated as certified sick leave. This is subject to the Employee complying with normal sick leave
reporting procedures and submission of a doctor’s certificate confirming the illness irrespective of the number of days of
sickness. This certificate should confirm that the Employee is incapable of caring for the child in respect of whom leave is being
taken.
Abuse of Leave
An Employee must use parental leave for the purpose of caring for the child in respect of whom it is taken. Employees may not
work in alternative employment while on this leave. Abuse of parental leave may be treated as a serious disciplinary matter.

Annual leave entitlements continue to accrue and public holiday benefits will continue to be provided during the period of an
Employee’s parental leave.
Returning to Work
Employees are entitled to return to work to the same job and under the same terms and conditions of employment following
parental leave. Where this is not reasonably practicable, Home Instead will provide suitable alternative employment that is no less
favourable in terms and conditions.
Employees may request a change in working hours / patterns, or both, to apply for a set period of time following their return from
Parental leave. Such requests must be submitted not later than 6 weeks prior to the proposed commencement of this set period.
Home Instead will consider all requests having regard for Home Instead needs, and the Employee’s needs at the time and will
respond within 4 weeks of receiving the request.
Records
In respect of Parental leave records shall be retained by the Employer for a period of 12 years.
Appendix 12: Paternity Leave Policy

Purpose
The purpose of this policy is to demonstrate Home Instead’s compliance with the Paternity Leave and Benefit Act, the Family
Leave and Miscellaneous Provisions Act, and associated regulations as issued, whilst also protecting the rights of Employees
under this legislation.
Scope
This policy applies to all Employees who are relevant parents to a child:
• The father of the child;
• The spouse, civil partner or cohabitant of the mother or qualifying adopter of the child.
• A parent of a child where the child is a donor conceived child.
Policy
A relevant parent is entitled to avail of 2 weeks paternity leave from employment, to enable him or her to provide or assist in the
provision of care to the child or to provide support to another relevant parent. The period of leave comprises a single period of 2
continuous weeks. Only one person who is a relevant parent in relation to a child is entitled to paternity leave in respect of that
child. Where a child is part of a multiple birth, or a person adopts 2 or more children at the same time, the relevant parent is only
entitled to one period of paternity leave.
Paternity leave is unpaid leave. No payment is made in respect of absence by an Employee during paternity leave. However, an
Employee may be entitled to claim paternity benefit from the ‘Relevant Department’, subject to qualification criteria. In order to
claim this benefit, an Employee is required to submit a form (Form PB2) to certify that an Employee is entitled to paternity leave
for the dates provided. This form is available from the ‘Relevant Department’. The relevant parent must have a Public Services
Card to apply for Paternity Benefit)/ (Please see Section G for details in relation to Paternity Pay/ Paternity Benefit)
Notification Procedure
Paternity leave can begin at the time of the birth/adoption or within 26 weeks of the birth/placement of the child. Entitlement to
paternity leave shall be subject to an Employee, who is a relevant parent, notifying his or her Employer in writing of his or her
intention to take paternity leave:
• As soon as reasonably practicable but not later than 4 weeks before the expected week of confinement of the expectant
mother concerned;
• In the case of a child who is/ is to be adopted, as soon as reasonably practicable but not later than 4 weeks before the
expected day of placement.
At the time of notification, or as soon as reasonably practicable, an Employee must provide the Employer with a medical
certificate confirming the pregnancy of the expectant mother concerned and specifying the expected week of confinement. An
Employee who has not given a notification to his or her Employer in line with the requirements set out above, or who revoked
such notification, may notify the Employer of his or her intention to take paternity leave not later than 4 weeks before the
commencement of such leave.
Commencement & Postponement of Leave

Commencement
The period of paternity leave shall commence on such a day as the relevant parent selects in his or her notification to the
Employer of their intention to take paternity leave, being not earlier than the date of confinement or day of placement, and not
later than 26 weeks after such date or day. Where the Employee intends to take paternity leave, the Employee must notify the
Employer of the length of leave that the Employee intends to take.
Early Confinement
Where the date of confinement occurs in a week that is 4 weeks or more before the expected date of confinement, the relevant
parent will be deemed to have complied with the requirements in terms of notification to Home Instead if the notification
required is given in the period of 7 days commencing on the date of confinement.
Postponement
Where, as the case may be, the day of placement is postponed or the date of confinement occurs after the date selected by a
relevant parent in his or her notification, the relevant parent shall be entitled to select another date on which the paternity leave
shall commence.
Sickness during Paternity Leave

Where a relevant parent who has complied with the notification procedures becomes sick prior to the commencement of his or
her paternity leave and wishes to postpone the paternity leave, he or she may, by notice in writing given to his or her employer as
soon as reasonably practicable after becoming sick and accompanied by the relevant evidence in respect of the sickness,
postpone the taking of the leave to such time as the relevant parent is no longer sick.
Abuse of Leave
Where an Employer has a reasonable belief that an Employee who is on paternity leave is not using the leave for the purpose
outlined, the Employer may, by provision of notice in writing to the Employee, terminate the leave. The notice shall summarise the
grounds for terminating the leave, and the day by which the Employee must return to work.
Employee Rights
During a period of paternity leave, an Employee shall be deemed to have been in the employment of the Employer, and be
treated as if he or she had not been absent from work. Availing of paternity leave shall not affect any right related to the
employment, other than the right to remuneration during the absence. Where an Employee is on probation, undergoing training,
or employed under a contract of apprenticeship, the Employer may require that the probation, training or apprenticeship shall
stand suspended during the period of leave.
Return to Work
Employees are entitled to return to work to the same job and under the same terms and conditions of employment following
paternity leave. Where this is not reasonably practicable, Home Instead will provide suitable alternative employment that is no
less favourable in terms and conditions.
Appendix 13: Adoptive Leave Policy

Purpose
The purpose of this policy is to demonstrate Home Instead’s compliance with the Adoptive Leave Acts, the Family Leave and
Miscellaneous Provisions Act, and associated regulations as issued, whilst also protecting the rights of Employees under this
legislation.
Scope
This policy applies to all Employees and provides protection and leave entitlements for all qualifying adopters in the circumstances
outlined. This policy also applies to an Employee who is a surviving parent in whose care a child has been placed or is to be placed
with a view to the making of an adoption order, or to the effecting of a foreign adoption, where his or her spouse, civil partner or
cohabitant was the qualifying adopter in relation to the child and the qualifying adopter concerned has died.
Policy
‘Qualifying adopter’ is the member of the couple who is chosen by the couple to be the qualifying adopter for the purposes of
Family Leave and Miscellaneous Provisions Act.
An Employee may not avail of adoptive leave where the person avails of paternity leave under the Paternity Leave and Benefit Act.
In line with current legislation, all employed qualifying adopters are entitled to avail of up to 24 weeks adoptive leave. Leave
commences on the actual date of placement.
Additional Adoptive Leave

An additional period of up to 16 weeks leave may be taken at the discretion of the Employee immediately following the initial
adoptive leave period.
Adoptive Leave Applications Procedure

A minimum of 4 weeks’ notice is required from an Employee intending to avail of adoptive leave and/or additional adoptive leave
prior to the expected date of placement. In the case of an Irish adoption a certificate of placement should be forwarded within 4
weeks of the date of placement. In the case of a foreign adoption, a declaration of eligibility and suitability must be produced as
soon as reasonably practicable, with a certificate of placement to be forwarded as soon as it is received by the Employee.
Notification of leave must be made on the appropriate form which may be obtained from the Employee’s Manager.
Leave to Attend Classes and Meetings in Advance of the Adoption

Any Employee involved in the adoption process is permitted to avail of paid time off to attend pre-adoption classes and meetings
which they are obliged to attend, provided the meetings are held within the state. 2 weeks written notice of the first request must
be provided. Evidence of the requirement to attend the class or meeting may be sought by Home Instead.
Leave in Advance of Foreign Adoptions

In the case of a foreign adoption, qualifying adopters may avail of some of their additional leave before the placement of the child
for the purposes of familiarisation with the child in advance of the adoption. 4 weeks written notice of this intention must be
provided, and a declaration of suitability and eligibility must also be supplied. This entitlement is in addition to the time permitted
to attend classes and meetings in the state.
Return to Work
Employees are required to provide at least 4 weeks written notice of their intention to return to work following leave. This notice
should confirm the intended return to work date. Where possible the Employee will return to the position held immediately prior
to the commencement of leave (provided this was their normal position), however where this is not feasible, the Employee may
return to work to suitable alternative employment that is no less favourable in terms and conditions.

Annual leave and public holiday benefits will continue to accrue for the period of adoptive leave and additional adoptive leave.
Adoptive Leave Applications Procedure

A minimum of 6 weeks’ notice is required from an Employee intending to avail of adoptive leave and/or additional adoptive leave
prior to the expected date of placement. In the case of an Irish adoption a certificate of placement should be forwarded within 4
weeks of the date of placement. In the case of a foreign adoption, a declaration of eligibility and suitability must be produced as
soon as reasonably practicable, with a certificate of placement to be forwarded as soon as it is received by the Employee.
Notification of leave must be made on the appropriate form which may be obtained from the Employee’s Manager.
Leave to Attend Classes and Meetings in Advance of the Adoption

Any Employee involved in the adoption process is permitted to avail of paid time off to attend pre-adoption classes and meetings
which they are obliged to attend, provided the meetings are held within the state. 2 weeks written notice of the first request must
be provided. Evidence of the requirement to attend the class or meeting may be sought by the Organisation.
Leave in Advance of Foreign Adoptions

In the case of a foreign adoption, an adopting mother or sole male adopter may avail of some of their additional leave before the
placement of the child for the purposes of familiarisation with the child in advance of the adoption. 6 weeks written notice of this
intention must be provided, and a declaration of suitability and eligibility must also be supplied. This entitlement is in addition to
the time permitted to attend classes and meetings in the state.
Return to Work
Employees are required to provide at least 4 weeks written notice of their intention to return to work following leave. This notice
should confirm the intended return to work date. Where possible the Employee will return to the position held immediately prior
to the commencement of leave (provided this was their normal position), however where this is not feasible, the Employee may
return to work to suitable alternative employment that is no less favourable in terms and conditions.

Annual leave and public holiday benefits will continue to accrue for the period of adoptive leave and additional adoptive leave.
Appendix 14: Carer’s Leave Policy

Purpose
The Carer’s Leave Act, 2001 and 2006, entitles employees to avail of unpaid leave from employment to fulfil their caring
responsibilities where appropriate as determined in conjunction with the Department of Social Protection.
Scope
Policy
Such leave of at least 13 weeks and up to 104 weeks may be applied for. This may be extended to 208 weeks in respect of two
persons in need of care in certain circumstances.
Eligibility
To be eligible for such leave, Employees must have completed 1 year of service and be approved by the Department of Social
Protection provide full-time care to the relevant person. Carer’s leave may be taken as a continuous block of leave or broken into
shorter periods of leave. Where the leave is broken down, the Employee may not commence a subsequent period of leave until 6
weeks have elapsed since the termination of the previous period of leave.
Application Procedure
Employees are required to give 6 weeks’ notice of their intention to avail of Carer’s Leave. This application should set out the way
it is proposed to take the leave and confirm that an application has been made to the Department of Social Protection for
approval to be deemed a carer for the relevant person.
A response will be issued in respect of the application at least 2 weeks prior to the proposed commencement of the leave. Where
the leave is approved a confirmation document will be produced for signature by the Employee and this will be retained by Home
Instead. Notification of leave must be made on the appropriate form which may be obtained from the Employee’s Manager.
Working while on Carer’s Leave

Employees can work for up to 18.5 hours a week while they are on carer’s leave if they earn less than €332.50 a week. (This is an
Employee’s take-home pay after deductions such as tax, PRSI and union dues).
Alternatively, Employee can attend an educational or training course or do voluntary work for a maximum of 18.5 hours a week.
Employees must notify the ‘Relevant Department’ before they start work or training.
Termination of Carer’s Leave

Carer’s leave shall terminate on the pre-agreed date in the confirmation document, or in the following circumstances, whichever
is the sooner: on an alternative date agreed between the Employee and Management, where the person in respect of whom
carer’s leave is taken ceases to qualify as a relevant person, or the Employee ceases to qualify as a career, where a deciding
officer from the Department of Social Protection determines that it should end, where the relevant person dies during a period of
carer’s leave. In such circumstances the Employee should return to work on a date within 6 weeks of the date of death, or as
agreed in the initial confirmation document, whichever is the sooner.
Employment Rights
An Employee availing of carer’s leave will be regarded as still being in employment, and none of their rights relating to
employment shall be affected, except for remuneration, annual leave (after 13 weeks), public holidays (after 13 weeks),
superannuation benefits or any obligation to pay contributions in, or in respect of, the employment. Such absence will be
reckonable for redundancy purposes. Existing PRSI rights will be protected by the award of credited contributions during the
period of carer’s leave by arrangement with the Department of Social Protection.
Return to Work
An Employee on carer’s leave must provide at least 4 weeks written notice of their intention to return to work. This notice should
confirm the intended return to work date. Where possible the Employee will return to the position held immediately prior to the
commencement of leave (provided this was their normal position), however where this is not feasible, they may return to work to
suitable alternative employment that is no less favourable in terms and conditions.
Appendix 15: Equality Policy

Purpose
Home Instead is an equal opportunity employer. Opportunities are available to all individuals at will regardless of gender, civil
status, family status, sexual orientation, age, disability, race, religion, and membership of the Traveller community.
• Home Instead ensures that personnel actions are administered in compliance with Irish law prohibiting discrimination on the
basis of any protected status as listed in the Statement of Equal Opportunity Employment. Preventing discrimination is the
responsibility of every employee.
• To carry out our policy, persons are recruited, hired, placed, trained and promoted according to individual merit.
• Direct discrimination occurs where a person is treated less favourably than another person is, has been or would be treated
in a comparable situation due to one of the nine grounds specified in this policy. Indirect discrimination is taken to occur
where an apparently neutral provision, requirement, policy or rule puts a person with one characteristic at a particular
disadvantage compared with others without that characteristic.
Scope
Policy
Access to Employment:
• All recruitment and selection competitions will be open to all suitably qualified applicants.
• Recruitment decisions will be made against specified criteria as required for the particular vacancy.
• The Organisation will seek to ensure that the recruitment process is free from any direct or indirect discrimination on any o
fthe nine grounds.
• Every applicant, external or internal, will be assessed against fair and consistent criteria relating to the job.
• Where an applicant indicates that they have special needs to facilitate their participation in the recruitment and selection
process, reasonable accommodation will be provided, subject to this not imposing a disproportionate burden.
Access to Training and Experience:

• Training will be provided on the basis of individual needs and the requirements of the post held by the Employee.
• Selection for training will not be based on any of the nine grounds.
• Where an individual’s disability impedes their ability to fully participate and engage in training activities, reasonable
accommodation will be provided subject to this not imposing a disproportionate burden.
• Although every effort will be made to arrange training to facilitate attendance by part-time Employees, there is an expectation
that part-time Employees will make themselves available, from time to time, to attend training where possible.
Conditions of Employment:
• Terms and conditions of employment will be applied fairly to all employees, with no reference to any of the grounds in the
Employment Equality Acts.
• The Organisation seeks to provide equal pay for like work.
• The Organisation endeavours to provide a work environment free from bullying or harassment
Promotion:
• There will be equality of opportunity at all stages of the promotions process.
• Selection for promotion will be based on defined criteria related to the requirements of the post, and no reference will be
made to the nine grounds in the selection process.
Classification of Posts:
Gender neutral job titles will be used, and no reference will be made to any of the other nine grounds in classifying positions.
Reasonable Accommodation:
Home Instead provides reasonable accommodations for qualified individuals with known disabilities to enable such individuals to:
(1) apply for employment with Home Instead;
(2) to perform the essential functions of their jobs; and
(3) to enjoy the other terms, conditions, and privileges of employment. Request for accommodations should be made to your
Manager. This commitment is subject to such reasonable accommodation not presenting a disproportionate burden on the
organisation, unless otherwise deemed appropriate.
Equal Status:
No person will be discriminated against or treated adversely while availing of goods or services provided by this Company, except
where this is legally permitted and undertaken with a legitimate aim. No person availing of goods or services should be subject to
harassment or sexual harassment while availing of these.
Any complaints in this respect should be brought to the attention of your Manager. Any Employee who feels that there has been
a breach of this policy or procedure may raise the matter through the Company’s grievance procedure. No Employee will be
subject to adverse treatment as a consequence of raising a complaint in relation to this policy. The Company will monitor the
workplace for incidents of victimisation following a complaint. The Company will take appropriate disciplinary action towards an
Employee who fails to follow this Equal Opportunities Policy.
Appendix 16: Anti-Bullying Policy & Procedure

Purpose
This policy is designed to assist this Organisation in providing a work environment free from workplace bullying. The complaints
procedure is in place to ensure that any Employee who feels that they have been subject to inappropriate behaviour, as defined
in this policy, may raise the matter and have it resolved in an appropriate manner. This procedure is supported by the disciplinary
procedure, which may be utilised where an Employee is found guilty of engaging in behaviour constituting bullying. This policy
sets out to ensure that the Organisation fulfils its legal responsibilities under the Safety, Health and Welfare at Work Act, 2005,
with regard to workplace bullying. This policy also complies with the requirements set out in the Codes of Practice relating to
workplace bullying.
Scope
This policy is in place to protect all Employees from acts of bullying perpetrated by other Employees, members of Management,
or any other person with whom the Employee comes into contact in the course of employment e.g. a supplier or contractor. This
policy applies where the unacceptable behaviour occurs in the workplace, or any other place attended in the course of
employment e.g. an off-site training event.
Policy
This Organisation is committed to providing a work environment free from bullying and ensuring that all Employees are treated
with dignity and respect. All Employees are protected by this policy and are urged to raise any concerns in relation to workplace
bullying through the complaints procedures outlined in this policy. If you are a witness to bullying behaviour, you should make the
recipient of the behaviour aware of this policy and urge them to raise the matter through the complaints procedures. You are
also expected to bring the matter to the attention of Management. All Employees have a responsibility in creating and
contributing to the maintenance of a work environment free from bullying or conduct likely to contribute to bullying. Employees
will not be victimised for involvement in complaints.
What is Workplace Bullying?

Workplace Bullying is defined as repeated inappropriate behaviour, direct or indirect, whether verbal, physical or otherwise,
conducted by one or more persons against another or others, at the place of work and / or in the course of employment, which
could reasonably be regarded as undermining the individual’s right to dignity at work. An isolated incident of the behaviour
described in this definition may be an affront to dignity at work but, as a once off incident, is not considered to be bullying.
The following list contains examples of bullying behaviours; however this is provided for illustrative purposes only and is not an
exhaustive list. All situations will be considered on their own merits:
• Exclusion with negative consequences;
• Verbal abuse/insults
• Menacing behaviour
• Taking credit for other peoples’ ideas;
• Public humiliation;
• Constantly undervaluing effort;
• Persistent or unfounded criticism;
• Shouting or other intimidatory behaviour;
• Sneering, ridicule, innuendo;
• Withholding work related information
What is Not Bullying?

It is important to note that reasonable and essential discipline arising from the good management of an Employee’s performance,
conduct or attendance is not considered to be bullying. Actions taken which may be justified on health and safety grounds will
also not be considered to be bullying.
Procedure
There are both informal and formal procedures to deal with the issue of bullying at work. Although the Organisation would prefer
that issues are addressed through the informal procedure in the first instance, it is acknowledged that this is not always suitable,
therefore there is no requirement to exhaust the informal procedure before progressing an issue through the formal process.
Informal Procedure
It is often preferable for all concerned that complaints under this policy are dealt with and resolved informally between the
parties whenever possible. This is likely to produce solutions which are speedy, effective and minimise embarrassment and the
risk of breaching confidentiality, while also protecting the working relationship. The objective of the informal approach is to stop
the bullying with the minimum conflict and stress for the individuals concerned.
In many cases, the Employee whose behaviour is causing offence may be unaware that his or her actions are inappropriate, or it
may be that his or her words or actions have been misinterpreted. In such cases, every attempt should be made to clear up any
misunderstanding quickly, on an informal basis.
The informal process provides options for resolving disputes including mediation, where appropriate.
The informal procedure consists of a low key and non-confrontational approach by the recipient of the behaviour to the party
causing offence to advise him/her of the impact of their behaviour and to ask them to cease behaving in this manner. The
approach should be made in private and should be non-confrontational. Advice in relation to this procedure should be sought
from any Manger in the Organisation.
Formal Procedure
It is acknowledged that it may not always be practical to use the informal procedure to resolve an issue. An Employee may not
feel comfortable approaching the other party, or the Employee may feel that the issue is too serious to be addressed through the
informal procedure. In such circumstances, or where the informal process has failed to resolve an issue, the formal procedure
set out in this policy should be followed.
In order to make a formal complaint an initial approach may be made to any Manager regarding the issue. Although the initial
complaint may be provided verbally, it is a requirement that the complaint is lodged in writing to ensure that a fair process may be
followed. Where assistance is required to put the complaint in writing, the Employee should consult their Manager to arrange this.
The complaint should state:
• The name of the person(s) complained of (alleged bully);
• The nature of alleged bullying i.e. the behaviours/conduct constituting bullying;
• Dates/times and locations of where and when the alleged bullying occurred;
• Names of witnesses to any alleged incidents;
• Details of any action already taken to stop the bullying.
• Consent to your identity and the facts of the allegation being disclosed to the alleged bully. This is required in order to allow
the Organisation to take action in appropriate circumstances.
If the behaviour complained of does not concern bullying as defined, an alternative approach may be put in place and a rationale
recorded. If there are no concrete examples given, it will be deemed that there is no complaint to be answered by the person(s)
complained of as they have no recourse to repudiating an accusation that doesn’t give any specifics. Where an alternative
approach is not deemed appropriate, the person (s) complained of will be notified in writing that a complaint has been made
against him/her and provided a copy of this complaint. The person investigating the complaint will indicate a timeframe for the
resolution of the complaint, however such timeframes may be extended where necessary. He/she shall be afforded a fair
opportunity to respond to the allegation(s), normally five working days.
Prior to commencing an investigation, the complaint and the response may be subject to an initial examination by a designated
impartial member of Management or other appropriate person, with a view to determining an appropriate course of action. An
appropriate course of action at this stage could, for example, include exploring a mediated solution or a view that the issue can
be resolved in accordance with the Informal Procedure. Should either of these approaches be deemed inappropriate or
inconclusive, a formal investigation of the complaint will be undertaken with a view to determining the facts of the case. In all
cases there will be no inference of guilt against the person(s) complained of, and they will be afforded a fair opportunity to
respond to the allegation(s). The principles of natural justice will be adhered to throughout the investigation process.
All Employees involved in an investigation must respect the need for confidentiality – failure to do so may represent a serious
disciplinary offence. Confidentiality is assured in so far as it is reasonably practicable. Both parties may be suspended with pay,
without any negative inference, pending the outcome of an investigation, where deemed appropriate by Management. However,
where this is not possible, the parties to the complaint will be expected to maintain a positive working relationship.
Investigation Procedure
The investigation will be conducted in accordance with the Organisation’s Anti-Bullying Policy and will be governed by terms of
reference which will detail the likely time scale for its completion (an indicative timeframe will be outlined) and the scope of the
investigation, indicating that the investigator(s) will consider whether the complaint falls within the definition of bullying at work
and whether the complaint has been upheld.
The investigation will be conducted by an independent member of Management or external assistance may be necessary to deal
with complaints in some circumstances so as to ensure impartiality, objectivity and fairness. The investigation will be conducted
thoroughly, objectively and with sensitivity. Utmost confidentiality will be protected in so far as it is reasonably practicable. Due
respect will be had for the rights of the complainant, the person(s) complained of and any witnesses involved in the process.
The investigator(s) will meet with the complainant in the first instance to learn more regarding the complaint and to put the
responses of the person(s) complained of to the complainant. Next, the person(s) complained of will be invited to a meeting to
explore their responses to the complaint and to put any relevant evidence to them. Evidence will be provided in advance of the
meetings in order to allow the Employee to prepare their responses to that evidence.
As many interviews as are necessary will be conducted until the investigator(s) is/are satisfied that all evidence has been collected
and all parties have had a fair opportunity to state their case. Witnesses may also be interviewed with a view to establishing the
facts surrounding the allegation(s). Statements from the complainant, the person(s) complained of and any witnesses will be
recorded in writing. All parties required to attend investigation meetings are entitled to be accompanied by a representative,
whose role is to provide moral support, oversee the process and ensure that the interviewee is afforded a fair opportunity to
respond and provide evidence at any investigation meetings. Every effort will be made to carry out and complete the investigation
as quickly as possible and preferably within an agreed timeframe. On completion of the investigation, the investigator(s) will
submit a written report to a member of Management, containing the findings of the investigation. Both parties will be given the
opportunity to comment on the findings before any action is decided upon by Management.
The complainant and the person(s) complained of will be informed in writing of the findings of the investigation, i.e. whether the
complaint is upheld, not upheld, or whether the complaint is deemed to be malicious or vexatious.
Investigation Outcomes
Where a complaint is upheld, both parties will be informed of this outcome, and the relevant level of Management will also be
advised. Management will take appropriate action based on the outcome of the investigation. This may include formal disciplinary
action in line with the Organisation’s disciplinary procedure, or training, or another appropriate intervention deemed necessary to
prevent a recurrence of the behaviour.
The Organisation will also consider providing further supervision, re-assignment or re-organisation of work. Prior to any
disciplinary action being taken, a fair disciplinary hearing will be held in line with the Organisation’s disciplinary procedure. It is
important that Employees are aware that certain acts of bullying may be deemed gross misconduct by the Organisation and may
result in summary dismissal.
Where an investigation is inconclusive, and therefore not upheld, there will be no negative inference against any party to the
complaint. All parties to the complaint will be expected to continue working as normal, and to conduct themselves in an
appropriate manner at work.
Where it is found that the complaint was malicious or vexatious, then a disciplinary hearing will be held with the complainant to
explore this further. In this situation only may a disciplinary sanction be imposed on the complainant. Lodging a malicious or
vexatious complaint is a serious disciplinary offence, and, depending on the seriousness of the issue, may be deemed gross
misconduct by the Organisation and may result in summary dismissal.
In all cases, whether the complaint is upheld or otherwise, the workplace will be monitored to ensure that the parties to the
complaint conduct themselves in an appropriate manner and do not engage in any improper conduct. Appropriate support will
be made available to both parties. The Organisation will take such action as is required to eliminate the risk of that behaviour
recurring or continuing and will keep records of interventions used for this purpose.
Appeal
Either party may appeal the decision, outlining in writing to Management the reason for the appeal. Such appeals will be heard by
a Manager not previously involved in the investigation and independent advice and support will be sought if required.
Victimisation
No person engaging in the procedures outlined here will be subject to unfavourable treatment for their role in the process,
whether they are making a complaint in good faith, supporting a complainant, giving evidence in the proceedings or giving notice
of intention to do any of the foregoing, whether they are making a complaint in good faith, supporting a complainant, giving
evidence in proceedings or giving notice of intention to do any of the foregoing, except where they are found guilty of an offence
under this policy.
Third Party Bullying

The procedures outlined in this policy should be employed to deal with bullying by a third party. Sanctions which may be imposed
on a third party may include exclusion from the premises, termination of a contract, or other measures to prevent the recurrence
of the inappropriate behaviour.
Responsibilities
Management will endeavour to ensure that this policy is communicated to all Employees and will ensure that the policy is
maintained and updated in line with legislative changes and any amendments to the relevant Codes of Practice. Management will
act appropriately and in line with this policy in order to eliminate workplace bullying.
Management has a particular responsibility to prevent workplace bullying and is expected to lead by example, promote
awareness of this policy, be vigilant for signs of bullying, tackle problems before they escalate, deal sensitively with Employees
involved in a bullying complaint and monitor the situation in the workplace so that bullying does not occur or reoccur. Employees
are expected to comply with this policy and to raise issues of concern through the procedures outlined in the policy.
Appendix 17: Disciplinary Policy & Procedure

Purpose
The purpose of this policy and procedure is to ensure that the Organisation operates a fair disciplinary process which has regard
to the rights of Employees under both the Code of Practice on Disciplinary and Grievance Procedures and the Unfair Dismissals
Acts. The policy is to be applied in order to assist and encourage Employees to achieve and maintain acceptable standards of
conduct, attendance and performance where shortcomings are identified. The policy and procedure aim, where appropriate, to
be corrective rather than punitive.
Scope
Policy
The primary objective of this procedure is to ensure that Employees are made aware of any shortcomings in their performance/
conduct/attendance and provided with an opportunity to resolve this situation. To this end, issues will generally be addressed
through the informal procedure whereby the Manager will raise the issue with the Employee and agree a corrective action plan in
order to resolve the situation without recourse to the formal procedure. However, where this fails to resolve a situation, or the
informal process is deemed inappropriate in the given circumstances, then the formal process may be initiated.
During the formal stages of the procedure, Employees have the right to be accompanied by a representative at a meeting. The
role of this representative is to provide support, to ensure that the procedures followed are fair, and, if appropriate, to help the
Employee present their case. However, it should be noted that the contractual relationship exists between the Employee and the
Employer. Therefore, questioning will be directed to the Employee, and where possible the Employee must speak on their own
behalf. The stage at which any Employee enters the disciplinary procedure depends upon the severity of the issue being dealt with.
At all formal stages of the procedure the Employee is entitled to be made aware of the case against him/her, and to be provided
with any evidence to be used against him/her. The Employee will be afforded an opportunity to respond to any allegations and
evidence, and Management will give due consideration to all responses received. Representation is permitted at all formal stages
of the procedure. The Employee is also permitted to appeal the findings of any formal disciplinary investigation or any sanction
imposed under the procedure.
Misconduct
The following behaviours may be considered to be misconduct and may result in disciplinary action being initiated under the
disciplinary procedure. Note that these examples are provided for illustrative purposes only, and this list is not exhaustive.
All cases are considered on their own merits:
• Minor breach of a workplace policy or procedure;
• Persistent lateness and poor timekeeping;
• Absence from work, including going absent during work, without valid reason, notification or authorisation;
• Unreasonable standards of dress or personal hygiene;
• Smoking within unauthorised areas;
• Abuse of sick leave policy;
• Insubordination;
• Minor breaches of health and safety regulations;
• Bullying, harassment, sexual harassment, victimisation, or any act of discrimination;
• Downloading, display or distribution of pornography or other inappropriate material;
• Bringing the Company into disrepute;
• Misuse of Company property.
Gross Misconduct
The following behaviours may be considered to be gross misconduct and may result in summary dismissal, depending on the
circumstances of the case. Note that these examples are provided for illustrative purposes only, and this list is not exhaustive.
All cases are considered on their own merits:
• Serious harassment, sexual harassment, bullying, victimisation or other act of discrimination;
• Serious abuse of sick leave;
• Theft, including unauthorised possession of Company property or other fraudulent behaviour;
• Refusal to carry out a management instruction which is within the individual’s capabilities and which would be seen to be in
the interests of Home Instead.
• Serious breaches of health and safety rules or endangerment of another person in the workplace;
• Serious breaches of confidentiality, prejudicial to the interest of Home Instead;
• Being under the influence of an intoxicant at work or in the course of employment;
• Possession, sale or distribution of a controlled substance in the workplace;
• Refusal to participate in a workplace investigation or other action;
• Physical assault, breach of the peace or verbal abuse.
• False declaration of qualifications or professional registration.
• Failure to observe Company rules, regulations or procedures.
• Wilful damage of property at work.
• Incompetence or failure to apply sound professional judgement.
• Failure to observe and/or comply with Company regulations and procedures
Informal Procedure
In general, where there is an allegation of poor performance, attendance or conduct, the direct Manager of the Employee
concerned will address the issue informally with him/her. This may be done by way of an informal counselling meeting, or through
the normal performance management process. The objective of the informal discussion is to correct the issue of concern in a
frank and constructive manner.
The informal discussion will:
• focus on helping the Employee to understand how their performance/conduct/attendance has fallen short of the acceptable
level; and
• suggest possible solutions and timeframes for improvement.
After the discussion, brief notes will be taken and held by the Manager who led the informal discussion. Provided the Employee
achieves and sustains the necessary level of improvement, no further action will be taken. If the necessary improvements have
not been made within the agreed timeframe the formal disciplinary procedure will commence.
Formal Procedure
In all cases where an Employee’s standards of performance, attendance and/or conduct fall below those expected by the
Organisation, the formal disciplinary procedure may be initiated. In all cases in which the Formal Procedure is initiated, a hearing
will be held with the Employee to put the allegation to him/her, and to hear his/her responses to the issue. It may be necessary to
formally investigate the facts surrounding a case and this may occur prior to the hearing, but in the majority of cases a hearing
will suffice to ensure that the Employee is afforded a fair opportunity to respond. Where there is a dispute of the facts of a case,
and an investigation is necessary, the investigation procedure will be explained to the Employee by Management.
Disciplinary Hearing Process

Prior to any formal disciplinary sanction being decided upon and imposed a fair disciplinary hearing will be held with the
Employee. The purpose of this meeting is to put the complaint to the Employee and to hear the reasons behind the issue from
the Employee’s perspective. An Employee will always be treated in a fair manner at a disciplinary hearing.
The following principles will apply to a disciplinary hearing:
• Advance notification of the requirement to attend a disciplinary hearing will be provided together with the fact that the
outcome of the meeting may be disciplinary action.
• Throughout the hearing, the Employee will be permitted to have a representative present.
• The Employee will be notified of the complaint in advance of the meeting in order to have an opportunity to prepare his/her
responses.
• The Employee will be afforded an opportunity to respond to any allegations/evidence at the meeting, and to present any
other relevant factors including any mitigating circumstances.
• Further meetings may be held with the Employee as necessary.
• Conclusions will only be formed following a fair hearing where the Employee is allowed to respond to complaints and these
responses are considered in the given circumstances.
• An Employee may be suspended on full pay at any stage during the disciplinary process, even before any allegation is
presented to the Employee. This is done with no inference of guilt or otherwise against the Employee. Suspension will be for a
reasonable period only and will often depend on the duration of the disciplinary investigation process.
• Due consideration will be given to all responses received. In order to ensure that Management have the time to fully consider
the facts, there will always be an adjournment at the end of any disciplinary hearing in order to allow time to consider the
facts of the case, and to make a fair decision on the next steps.
• The decision on what level of disciplinary sanction, if any, is to be imposed will be taken during the adjournment. A follow up
disciplinary meeting will be held with the Employee where this decision will be communicated to the Employee. The Employee
may have a representative present at this meeting. Formal disciplinary action will be confirmed in writing.
Disciplinary Sanctions
Where the informal process fails to resolve an issue, or where it is deemed inappropriate given the particular circumstances of a
situation, then the following sanctions may be imposed by Management. Disciplinary action, if required, will normally follow an
incremental warning process as set out in this policy. However, in appropriate circumstances, the Organisation reserves the right
to initiate the process at any particular stage, or to move to any particular stage in the process, where the matters of concern are
deemed sufficiently serious. The decision on what level of sanction to be imposed will only be taken following a formal disciplinary
hearing having considered the circumstances of the particular situation.
Stage 1. Formal Verbal Warning

Where the informal procedure fails to resolve an issue, or where more serious disciplinary action is deemed appropriate given
the particular circumstances of the case, a formal disciplinary hearing will be arranged and held as outlined in this procedure.
Following the meeting a formal verbal warning may be issued by the Appropriate Manager. An action plan will also be agreed in
order to attempt to resolve this issue in the future. A copy of the notes from the meeting, the agreed action plan and a copy of
the verbal warning, along with any other relevant documentation, will be placed on the Employee file.
The verbal warning will expire following a period of satisfactory performance, conduct or attendance, as outlined in the formal
verbal warning document. A formal verbal warning may be appealed through the appeals procedure outlined in this policy.
Failure to achieve the requirements set out in the corrective action plan may result in further disciplinary action.
Stage 2. First Written Warning

Where a formal verbal warning fails to resolve an issue, or where more serious disciplinary action is deemed appropriate given
the particular circumstances of the case, a formal disciplinary hearing will be arranged and held as outlined in this procedure.
Following the meeting a first written warning may be issued by the Appropriate Manager. An action plan will also be agreed in
the first written warning, along with any other relevant documentation, will be placed on the Employee file.
The first written warning will expire following a period of satisfactory performance, conduct or attendance, as outlined in the first
written warning document. A first written warning may be appealed through the appeals procedure outlined in this policy. Failure
to achieve the requirements set out in the corrective action plan may result in further disciplinary action.
Stage 3. Final Written Warning

Where a first written warning fails to resolve an issue, or where more serious disciplinary action is deemed appropriate given the
particular circumstances of the case, a formal disciplinary hearing will be arranged and held as outlined in this procedure.
Following the meeting a final written warning may be issued by the Appropriate Manager. An action plan will also be agreed in
the final written warning, along with any other relevant documentation, will be placed on the Employee file.
The final written warning will expire following a period of satisfactory performance, conduct or attendance, as outlined in the final
written warning document. A final written warning may be appealed through the appeals procedure outlined in this policy. Failure
to achieve the requirements set out in the corrective action plan may result in further disciplinary action.
Stage 4. Dismissal
There are two ways in which dismissal may occur. Generally, the Employee will have been notified of concerns and have been
provided with an opportunity to improve through one or more stages of the disciplinary procedure. The other form of dismissal is
a summary dismissal, which normally results from an act of gross misconduct. An act of misconduct will be considered as gross
misconduct where the act is so serious that the Organisation cannot reasonably be expected to retain the Employee in
employment. Summary dismissal occurs without recourse to the earlier stages of the disciplinary procedure.
In all cases an appropriate and fair hearing, which adheres to the principles set out in this procedure, will be undertaken, and
careful consideration given to the decision on whether or not dismissal is the appropriate sanction given the circumstances of the
case. In cases of alleged gross misconduct, an in-depth investigation may be necessary, and an Employee will be suspended on
pay pending the outcome of this investigation. Suspension on pay is not deemed a disciplinary sanction, and there will be no
negative inference against an Employee as a consequence of any such suspension.
Where there is an allegation of gross misconduct or gross incompetence it may be appropriate after a formal investigation to
initiate the procedure at stage 4. In such circumstances, there is no obligation on the Organisation to provide advance notice of
dismissal. Decisions to dismiss in such circumstances may only be taken by a senior Manager in the Organisation, or a nominated
officer, following a full and fair investigation and hearing process. The decision will be confirmed in writing to the Employee.
Alternative Disciplinary Sanctions

In addition to the sanctions outlined in stages 1 to 4 of the disciplinary procedure, the Organisation also retains the right to impose
alternative disciplinary sanctions as outlined in this section. This will only occur where deemed appropriate. Such action is an optional
stage of the procedure, rather than a required stage. Where deemed appropriate, alternative sanctions which may be imposed may
include a transfer, demotion, suspension without pay, or withholding of a salary review for a period or removal of another benefit.
Note on Probation
During the period of an Employee’s probation, including extended probation, the full rigours of the disciplinary process may not
apply, and the Company retains the right not to exhaust the disciplinary procedure during probation.
Appeals
All disciplinary sanctions may be appealed within five working days of being issued to an Employee. The details of whom the
appeal should be made to will be included in the warning document, or letter of dismissal. A finding will be issued within a
reasonable timeframe, generally 10 working days. This may be extended where necessary to facilitate a full and fair appeals
process. All timeframes in this policy assume Employees are attending work. If Employees have had time out of work, the duration
of the disciplinary steps may be extended.
Appendix 18: Grievance Policy & Procedure

Purpose
The purpose of this policy and procedure is to ensure that the Company operates a fair grievance procedure which has regard to
the rights of employees as set out in the Code of Practice on Disciplinary and Grievance Procedures. The policy is to be applied in
order to assist and encourage employees to raise any issues of concern to them in order that the Company may take appropriate
action to resolve these concerns.
Scope
This policy applies to the individual grievances of all employees. The policy is not appropriate for dealing with issues of
harassment, sexual harassment or bullying, which should be addressed through the appropriate procedures set out by the
Company. Further information may be sought from your manager.
Policy
It is recognised that from time to time in all employment situations, grievances may arise. A grievance is a formal expression of
dissatisfaction with workplace relationships, the work environment or a term or condition of employment. It is the policy of this
organisation to recognise that situations of this nature may arise; therefore this procedure is in place to assist employees to
resolve such matters. It is acknowledged that grievances which are not raised and addressed may escalate and become serious
distractions in the workplace. Therefore, all employees are encouraged to raise any concerns they may have through the
procedure set out here.
Management are responsible for listening and responding to all employee concerns raised through this procedure. In all cases,
matters will be dealt with in as confidential a manner as possible. Employees may utilise the procedure whenever they feel it is
required. An employee will not be treated adversely for raising a grievance.
During the formal stages of the procedure, employees have the right to be accompanied at a meeting by a representative. The
role of the employee’s representative is to ensure that the employee is afforded a fair opportunity to raise their issue and
afforded fair consideration.
Procedure
Informal Discussion
Employees are encouraged to approach their manager in the first instance to discuss issues and attempt to resolve them
informally. Should the employee feel uncomfortable approaching their manager regarding a particular issue, they may approach
another manager to raise the issue. At this stage the manager will consider the grievance carefully and respond to the employee
within a reasonable and agreed timeframe.
Mediation can also be provided for in the informal process. If the employee is not satisfied with the response provided, the issue
may be escalated through the formal grievance procedure.
Stage 1. Formal Procedure

• Where the informal procedure fails to resolve a situation to the employee’s satisfaction, or where it is deemed inappropriate,
the employee is encouraged to raise their grievance formally.
• In order to raise a formal grievance, it is necessary to put the grievance in writing, or to meet with the manager to put the
grievance in writing. The written grievance may be submitted to the employee’s manager, or where this is deemed
inappropriate, to any other Manager.
• A grievance hearing meeting will be arranged within an agreed timeframe, to which the employee is entitled to bring a
representative. An employee representative is normally a colleague of the employee’s choice and any request for
representation outside of this remit should be put forward to your Manager for prior approval before any hearing
commences. It is at the Managers discretion to sanction representation from an individual outside of the organisation.
Advance notification of this meeting will be provided in writing.
• The employee will be invited to provide more information regarding their grievance at this meeting.
• The meeting will be adjourned to allow management to explore the issue further and to identify possible solutions where
appropriate and Mediation can be provided for in the process.
• A prompt decision will be provided to the employee, in writing, within a reasonable agreed timeframe.
• A record of the meeting will be kept and given to those in attendance.
Stage 2. Formal Procedure

• Should an employee feel dissatisfied with the response given at stage 1, he / she may appeal. The appeal must be submitted
in writing. Details of the procedure to be followed in the event of an appeal will be outlined in the written decision on the
grievance, as outlined above.
• A grievance appeal hearing will be arranged within an agreed timeframe, to which the employee is entitled to bring a
representative. Advance notification of this meeting will be provided in writing.
• A senior member of management, and/or an appropriate third party will be present at the meeting to ensure that the
grievance is given due consideration. They may also involve another senior manager / Director not previously involved with
the case and external assistance may be necessary in some circumstances so as to ensure impartiality, objectivity and fairness.
• The issue will be discussed in an effort to explore satisfactory outcomes.
• A prompt decision will be provided to the employee within an agreed reasonable timeframe.
• A record of the meeting will be kept and given to those in attendance.
The decision after Stage 2 will be binding on all parties in the dispute. If the employee is dissatisfied with the response given to
the grievance, he/she must exhaust the Company’s grievance procedure prior to issuing any complaints or procedures to any
external parties.
Appendix 19: Health & Safety Policy

Purpose
It is the policy of Home Instead to operate in a safe manner which protects the safety, health and welfare of all Employees in
accordance with the relevant legislation. This policy states the general responsibilities on both the Company and its Employees in
this regard.
Scope
Policy
Pursuant to our obligations under the Safety, Health and Welfare at Work Act 2005 and the relevant codes of practice and
regulations there under, we have prepared a Safety Statement based on the risks identified in the workplace and confirming the
plans and procedures in place to manage and control such risks. Upon commencement of employment with the Company, all
employees will participate in the Introduction, which will include a module on health, and safety during which employees will be
brought through Health & Safety policies in Home Instead and our Safety Statement. A copy of the document will also be given to
employees at the commencement of employment. Employees will also be furnished with a copy of the Safety Statement on an
annual basis or following any amendment to it.
It is the responsibility of all employees to familiarise themselves with the Safety Statement and it is a condition of employment
with the Company that all employee members understand and adhere to the health and safety at work rules at all times. If there
is any part of the Safety Statement, or other safety rules, which you do not understand, you must advise the Company who will
ensure that the safety document and/or rules are explained to you.
• To safeguard employees and minimise the risk of accidents any possible hazard should be reported to your Manger.
• Every Accident or Incident - no matter how trivial - must be reported to the Safety Co-ordinator in the office.
The Company is dedicated to consulting with employees in relation to health and safety matters as set out in the Safety Statement.
Both employees and others are encouraged to put forward suggestions for any improvements to the safety document, the place
of work and/or systems, procedures or equipment used. Employees are entitled to decide on, select and appoint a Safety
Representative or, by agreement with their employer, more than one safety representative to represent them in consultations with
the employer on matters of safety, health and welfare at the place of work. A safety representative may consult with, and make
representations to, the employer on safety, health and welfare matters relating to the employees in the place of work.
Please note that any breach of the health and safety rules or failure to comply in any way with the health and safety rules and
procedures or the Company Safety Statement will lead to the Company invoking its disciplinary procedures which will lead to the
appropriate sanctions up to the including dismissal.
Responsibilities of the Employer

The duties of an employer under the Safety, Health and Welfare at Work Act, 2005 may be summarised as follows:
Every employer shall ensure, so far as is reasonably practicable, the safety, health and welfare at work of all his/her Employees.
In particular, the employer will endeavour to:
• manage and conduct work activities in such a way as to ensure the safety, health and welfare at work of the Organisation’s
Employees;
• manage and conduct work activities in such a way as to prevent any improper conduct or behaviour likely to present a health
or safety risk to Employees;
• as regards the place of work, the employer will ensure:
• the design, provision and maintenance of it in a condition that is safe and without risk to health,
• the design, provision and maintenance of safe means of access to and from it,
• the design, provision and maintenance of plant and machinery or any other articles that are safe and without risk to health.
• ensure the safety and prevention of risk to health at work of his/her Employees relating to the use of any article or substance
or the exposure of noise, vibration or ionising or other radiations or any other physical agent;
• provide systems of work that are planned, organised, performed, maintained and revised as appropriate so as to be safe and
without risk to health;
• provide and maintain facilities and arrangements for the welfare of Employees at work;
• provide the information, instruction, training and supervision necessary to ensure the safety, health and welfare at work of
Employees;
• determine and implement the safety, health and welfare measures necessary for the protection of the safety, health and
welfare of Employees when identifying hazards and carrying out a risk assessment or when preparing a safety statement and
ensuring that the measures take account of changing circumstances and the general principles of prevention;
• have regard to the general principles of prevention, where risks cannot be eliminated or adequately controlled or in such
circumstances as may be prescribed, providing and maintaining such suitable protective clothing and equipment as is
necessary to ensure, so far as is reasonably practicable, the safety, health and welfare at work of Employees;
• prepare and revise, as appropriate, adequate plans and procedures to be followed and measures to be taken in case of an
emergency or serious and imminent danger;
• report accidents and dangerous occurrences, as may be prescribed to the Health and Safety Authority, and
• obtain, where necessary the services of a competent person for the purpose of ensuring, so far as is reasonably practicable,
the safety, health and welfare at work of Employees.
Responsibilities of the Employee

It is the responsibility of all Employees to co-operate with Management in the implementation of health and safety initiatives in
the Organisation. Employees must be aware that they have a responsibility for the safety of their visitors while on site. Employees
also have a specific responsibility for their own safety. Therefore, Employees are expected to discharge their work in a safe
manner, so as to avoid injury to themselves or other Employees and customers, and to avoid damage to company equipment
and property.
Employees are required to report all accidents, dangerous occurrences, unsafe conditions and unsafe acts to their Manager. The
duties of an Employee under the Safety, Health and Welfare at Work Act, 2005 may be summarised as follows:
While at work an Employee must:
• comply with the relevant statutory provisions and take reasonable care to protect his/her safety, health and welfare and that
of any person who may be affected by his/her acts or omissions at work;
• ensure that he/she is not under the influence of an intoxicant to the extent that he/she is in such a state as to endanger his/
her own safety, health or welfare at work or that of any other person;
• co-operate with the Organisation in order to enable the Organisation to comply with the relevant statutory provisions as
appropriate;
• not engage in improper conduct or behaviour that is likely to endanger his/her own safety, health and welfare at work or that
of any other person;
• attend such training and assessment as may be reasonably required relating to safety, health and welfare at work, or relating
to the work carried out by the Employee;
• make correct use of any article or substance provided for use at work or for the protection of his/her safety, health and
welfare at work, including protective clothing or equipment; report to Management:
• any work being carried on, or likely to be carried on, in a manner which may endanger the safety, health and welfare at work
of any person,
• any defect in the place of work, the systems of work, any article or substance which might endanger the safety, health or
welfare at work of any person, or
• any contravention of the relevant statutory provisions which may endanger the safety, health and welfare at work of the
Employee or that of any other person.
• not mis-represent him/herself to the Organisation with regard to the level of training they have received in respect of their
position.
Procedure for Raising Concerns

An Employee who has any concerns with regard to this policy may raise the issue informally with their Manager or any other
Manager. Where they do not receive a satisfactory response to their concerns, they may raise the issue through the grievance
procedure.
Appendix 20: Drug and Alcohol Policy

Purpose
Home Instead recognises its employees as its most valuable resource and is committed to providing a working environment,
which is a healthy and safe one for the entire workforce. Therefore, this policy should be seen in the context of the promotion of
health, safety and welfare of all employees of Home Instead.
Scope
Policy
Alcohol and other drugs affect concentration, co-ordination and performance. It is recognised that the effects of alcohol and
other drugs may spill over from one’s private life into the workplace resulting in inefficiency, accidents and absenteeism. As
CAREGivers, you have a safety critical role within the organisation and Drug and alcohol abuse adversely affects the health and
safety of employees and compromises their ability to provide services to our clients. Therefore, Home Instead (“the Company”) is
committed to maintaining a work environment free from the adverse impact of employee alcohol and drug abuse.
For the purpose of this policy the term drugs will be defined as all mood-altering substances, either legal or illegal. This includes
alcohol, prescribed and other medications, in addition to illegal and illicit substances. This policy does not refer to tobacco use,
which is dealt with separately.
Principles
Home Instead recognises the desirability of promoting the health and well-being of employees and our clients by:
• ensuring the workplace is an alcohol and drug free working environment
• encouraging a healthy lifestyle through preventing the development of alcohol and other drug related problems
• offering assistance to employees who need it to overcome problems caused by alcohol or drug misuse
Responsibilities
Employees have an individual responsibility to report for duty in a fit manner free from all intoxicants (defined as drugs and
alcohol) that may pose a risk to their own safety, that of their colleagues or those who visit working sites. There is an obligation on
the employee to report to his or her employer or to any other appropriate person, as soon as practicable - any contravention of
the relevant statutory provisions, which may endanger the safety, health and welfare at work of the employee or that of any other
person of which he or she is aware.
Prohibitions:
A. The use, possession, sale, transfer, offering, manufacturing or furnishing of illegal drugs or other controlled substances, and
the possession of implements and paraphernalia for the illegal use of drugs, while on duty, while on the Company’s
premises (including car parks), or while performing services for or on behalf of the Company, is strictly prohibited.
B. Except as provided below, the Company prohibits the use of alcohol by personnel directly before or during the workday,
including lunch and breaks. Employees attending company related events who are due to report for duty that day/evening/
night are not permitted to consume alcohol at company related events. The use of alcohol during the work day under
Company-related and approved circumstances (whether on or off the Company’s property) such as the Company’s
representative luncheons or dinners; specific celebrations; while conducting other Company-related business or socialising;
or while otherwise representing the Company, is permitted only to the extent that it does not lead to impaired
performance, inappropriate behaviour, endanger the safety of any individual, or violate applicable law.
C. Unless otherwise authorised by this policy, reporting to work, returning to work, being or remaining at work, while under the
influence of alcohol, illegal drugs, or any other controlled substance, or having any of the substances in your system while
on duty, while on the Company’s and clients premises, while driving on behalf of the company, while operating a vehicle
leased or owned by the company or client, or while performing services for or on behalf of the Company, is prohibited.
D. Off duty abuse of alcohol which results in excessive absenteeism or tardiness or is the cause of accidents or poor
performance will result in corrective action, up to and including dismissal, in accordance with the Company’s policies
regarding attendance, punctuality, poor performance and unsafe work practices.
E. Off-the-job illegal drug use or activities, or convictions relating to such illegal drug use or activities, is also a violation of this
policy. Off-the-job illegal drug use or activities or conviction relating to such use is likely to adversely affect the organisation
in many ways, including without limitation, one or more of the following: adverse effect on job performance or attendance,
jeopardising the safety or welfare of the employee, fellow employees, and/or the organisation’s clients, risking damage to
company business or property.
F. If you are required to wear a uniform as part of your duties or if there is anything that might identify the organisation to the
public, it is not permitted to consume alcohol whilst in company uniform or displaying of ID, for example, on the way home
from work. An employee found to be in violation of this policy may be subject to disciplinary action up to and including
dismissal.
Prescribed and Over-the-Counter Drugs

This policy does not prohibit the use of a therapeutic drug, unless such therapeutic drug affects the employee’s capacity to
properly perform job duties or creates a danger to himself/herself or to others in the work place. “Therapeutic Drugs” include
legally obtained prescription drugs, controlled substances and over-the-counter drugs used in accordance with the related
prescription and/or directions. An example is any medication that may cause drowsiness or any other side effects that may pose
a risk to employees working in lone working environments.
Where medication has been prescribed for legitimate use, employees should ascertain from the prescribing Doctor if there are
any possible side effects of such medication, which may interfere with his/her capacity to properly perform job duties or may
create a danger to himself/herself or to others in the work place. The employee is required to report the therapeutic drug use to
your Employee Co-ordinator before reporting for duty. Employees impaired by medication should be removed from any risks. If
intoxication in any employee endangers himself/ herself or others, the matter should be reported immediately. An employee may
be allowed to continue to work, even though under the influence of a therapeutic drug, if the Company has
determined, after consultation, that the employee does not pose a threat to his/her own safety or health or the safety or health
of other employees, and the employee’s job performance is not significantly, detrimentally affected by the therapeutic drug.
Otherwise, the employee may be required to take a leave of absence or comply with other appropriate action determined by the
Company.
Administration of the Policy:

Reporting:
Employees are required to notify their supervisor if they have any evidence or reason to believe that the policy and rules set forth
above have been or are being violated. If an employee feels their supervisor is involved, they should notify the Franchise Owner/
General Manager or the Employee Co-ordinator. Failure to appropriately notify or report such conduct may also be grounds for
appropriate disciplinary action.
An employee found to be in violation of this policy may be subject to disciplinary action up to and including dismissal. No person
engaging in the procedures outlined will be subject to unfavourable treatment for their role in the process except where they are
found guilty of an offence under the policy.
Drug and Alcohol Testing:

Testing will be for the purpose of ensuring the health and safety of employees and others by ensuring employees are not
performing their duties whilst under the influence of any substance. To ensure compliance with this policy, the Company reserves
the right to require employees to undergo saliva, urinalysis, blood tests, hair tests or other procedures designed to detect the
presence of alcohol or the illegal use of drugs under the circumstances described below.
• Under this policy, you may be subject to random testing.
• Work-Related Accidents: Employees involved in work-related accidents resulting in any bodily injury (either to themselves or to
others) or property damage will be subject to drug and alcohol testing.
• Reasonable Suspicion: The Company reserves the right to test those employees that management reasonably suspects may
be violating any portion of this policy.
• Post-Treatment/ Post-Rehabilitation Testing: Employees who successfully complete an approved counselling or rehabilitation
program pursuant to this policy may be subject to unannounced, suspicion less testing.
In any of these circumstances, you will be treated with dignity and respect and we will honour privacy and confidentiality in these
matters.
Any employee who

(a) fails to cooperate with an investigation into possible violations of this policy;
(b) refuses to sign the consent to, or to take, a drug or alcohol test; or
(c) tampers with any sample or test result will be subject to disciplinary action, up to and including dismissal.
The Screening Process

We have collaborated with an appropriate screening laboratory to ensure the principles of chain of custody are upheld during the
screening process and for confirmatory testing of a potential positive result. The testing kits in place will test for alcohol,
amphetamines, methamphetamine, THC/Marijuana, opiates and cocaine. There are strict guidelines to be adhered to for
collection of samples, which our chain of custody officers have been provided with and they will guide you through the process
should you be requested to provide a sample.
For alcohol testing our confirmatory testing will be guided by the concentration of alcohol in your blood, urine or breath
exceeding a concentration of:
• 20 milligrammes of alcohol per 100 millilitres of blood
• 27 milligrammes of alcohol per 100 millilitres of urine
• 9 microgrammes of alcohol per 100 millilitres of breath
For other drug testing our confirmatory testing will be guided by the European Laboratory Guidelines for Legally Defensible
Workplace Drug Testing (EWDTS) in regard to the recommended maximum cut off concentrations for screening tests and the
recommended cut off concentrations for confirmation of tests. These recommended cut off values may be subject to changes as
advances in technology or other considerations warrant identification of these substances at other concentrations. We will be
guided by the most up to date recommendations in all cases.
Confidentiality
Results of drug and alcohol tests will be kept confidential. Only those individuals who need to know test results will be notified of
or permitted to review the results. Information received from employees concerning addictions will be dealt with in the strictest
confidence, insofar as this is possible.
Employee Assistance
The Company encourages employees with alcohol and/or drug abuse issues that may impact job performance to seek assistance
from qualified professionals. Time off will be given for treatment or other specialist help or aftercare provided appropriate
certification is submitted. It is the responsibility of the employee to seek assistance from qualified professionals before alcohol
and/or drug problems are
discovered by the Company. Any attempt by an employee to seek such assistance after a violation of this policy has been
detected, may have no effect on the corrective action, up to and including dismissal, which the Company may determine, in its
sole management discretion, is appropriate.
The Company may require an employee who has violated any portion of this policy, and whom the Company, in its sole
management discretion determines will be allowed the opportunity to continue employment, to seek assistance from qualified
professionals or participate in a rehabilitation program, at the employee’s expense, as a condition to any continued employment
with the Company. However, should an employee fail to continue treatment or respond to same, he/she may be subject to
disciplinary action, up to and including dismissal where appropriate.
Reporting Illegal Activity

The sale, use, purchase, transfer or possession of an illegal drug or drug paraphernalia is illegal under Irish law. The company will
report information concerning possession, distribution, or use of any illegal drugs to An Garda Siochana and will turn over
custody to the Gardaí any such substances found during a search of an individual or property. Searches will only be conducted of
individuals based on reasonable cause and only of their vehicles, lockers, desks, personal possessions when based on reasonable
suspicion. The company will cooperate fully in the prosecution and/or conviction of any violation of the law.
Appendix 21: Dealing with Accidents & Incidents –

Policy and Procedure
Purpose
Home Instead realises that from time to time accident and incidents may occur. For the purpose of this policy, the following
definitions apply:
Accident
An unexpected occurrence that causes, or could have caused, injury to a person or damage to property.
Incident
Any event that occurs outside the norm, which causes concern or may lead to an accident taking place.
Scope
Policy
Any event that occurs outside the norm, which causes concern or may lead to an accident taking place.
Procedure
1. Employee’s attending a client’s home and discovering an accident or incident should not hesitate to contact the emergency
services if necessary. Otherwise, you should contact the office for instructions. Only if you are qualified to do so should you
administer first aid.
2. Any accident or incident that results in any loss, damage or injury to any property or person must be reported to your Manager.
3. Outside normal working hours you should contact the Care Manager on call.
4. The ‘Accident/Incident Report Form’ in the ‘Client Journal’ should be completed; a copy must be forwarded to the Home
Instead Office.
5. The Care Manager, who will arrange for Appropriate statements to be obtained from those involved in the accident/incident,
together with those of any witnesses.
6. The Care Manager will institute any appropriate investigations of the accident/ incident.
7. On completion of the investigation, the Care Manager will report his/her findings to the appropriate Director(s) and make
recommendations as necessary so as to ensure that the risks of the accident/incident being repeated are minimised.
Emergency Procedures
When in doubt, always call 999 (landline) or 112 (mobile phone) for any emergency.
Notify the office immediately if your client suffers an illness, falls, or is hospitalised. Someone from the office is available 24/7. If
necessary, contact the emergency contacts listed in the client journal. Inform them who you are and what the emergency is. If a
client falls or becomes seriously ill, make them comfortable and call for help immediately. Do not try to lift them or treat any
injuries unless you are trained to do so. Remain calm and reassure the client that help is on the way.
If a client refuses to let you call 999 or anyone else after a fall or if they are seriously ill, tell them you are required to call the office
to inform us of the incident. Let the office employee assist you with convincing the client into having someone help them. Never
try to diagnose what may be wrong with a client. You lose time and may make the wrong diagnosis. Always let medical
professionals diagnose and treat the client.
Always know the whereabouts of the client journal. This journal contains emergency contacts, a brief medical history, and other
important information. Show the journal to emergency personnel upon arrival.
If you are aware that a client has DNR (Do Not Resuscitate) instructions, notify emergency personnel of the whereabouts of this
information. You may not verbally instruct anyone on the client’s wishes or preferences.
Be aware if your client has an emergency response system such as a Security Pendant. Generally, this is a bracelet or a necklace.
If an emergency arises, press the appropriate button. The service will call on the phone to ask what the emergency is. Talk loud
and clear. If an emergency arises while you are providing service in an assisted living facility or Nursing home, use the emergency
pull cord or contact a employee member. They will be able to provide assistance and direct emergency personnel to the client’s
location. If your client is transported to the hospital by emergency services, bring their purse or wallet and secure their residence.
The office will determine whether you need to accompany them and stay with them until family or friends arrive. Contact the
office with an update as soon as possible.
Appendix 21a: Accident Incident Report

(1) REPORTING SUPERVISOR AND TIMING OF ACCIDENT
Manager /Supervisor/ Investigator Office Phone (M) Phone (O) Email
Location/Place of Incident Date (mm/dd/yy) Time (24 Hour) Date and time of first knowledge of Creation date
accident (if different than accident time): of this report
Was a Subcontractor involved?

If yes, provide name and contact information. Yes No
(2) WITNESS STATEMENT DETAILS
Witness Witness statement

(name and contact information) attached? Yes No


(3) INJURED PERSON DETAILS
Name: Address:
Date of Birth: Phone No. Email:
Home Instead Employee: Yes No Employer Details:
(4) STAFF TRAINING AND WORK INFORMATION DETAILS
HSE Qualifed Yes No Dementia training Yes No Other Yes No
Add in any additional comments in

relation to training and instruction;
(5) WORK PLACE SAFETY ARRANGEMENTS (OFFICE)
(a) H
ow many individuals (b) Who was/were the
were working in the area supervisor(s) in charge of
at the time of the incident? the works being undertaken?
(c) Was there an OFA First (d) Was there a compliant First Have the items been replenished?
Aider on hand to help the Yes No Aid Kit available on the site Yes No
Injured Party? at the time of the accident? Yes No
(5A) MEDICAL SERVICES – ALL INJURED PARTIES ARE ADVISED TO ATTEND A/E IN THE FIRST INSTANCE
(e) D
id the injured party (f) Did the injured party
attend a doctor? Yes No attend the hospital? Yes No Name:
(g) A
dd in any other information relating to the
accident, i.e. First Aider’s name, Doctor’s name, etc.;
(6) PERSONAL PROTECTION EQUIPMENT DETAILS
(a) W
as the injured party wearing (b) Provide details of the
the correct PPE at the time of Yes No PPE being worn by the
the accident for the work that injured party at the time
they were engaged in? of the accident?
(c) Add in any additional information relating to PPE that

is applicable to this accident
(7) ACCIDENT DETAILS
(a) B
riefly describe what happened. Describe who was involved, when and where the accident
happened, what happened, and how. Attach photos if available; Photos attached? Yes No
Additional information can be added in the notes section
c) W
hy did the incident happen?
(8) INJURY DETAILS
(a) P
lease list details of all the injuries sustained (to the best of your knowledge), using simple descriptive terms, i.e. jagged cut to the palm
on the left hand, reasonably deep and approximately 50mm long. Also provide details of the status of the injured party, i.e. dizzy, faint,
unsteady, etc.
(9) STATUS AT THE TIME OF DRAFTING THIS REPORT
(a) H
ow long is the individual likely to be absent
from work?
(b) Is the nature of the injury clearly established at

this stage?
(c) Add in any addition comments relating to the

status of the individual that may be applicable.
(10) CORRECTIVE ACTION
(a) L
ist action(s) that have been taken and that will be taken to prevent a By whom Target Actual
recurrence. Add additional lines as needed in the notes section. completion date completion date
(11) WORK PLANNING AND AUTHORISATION REVIEW
(a) Is there a procedure or method statement in place that authorised the task being performed when the accident occurred?
If yes, review the document(s), answer the following questions, and attach a copy to this report. Yes No
If no, please explain where hazards and controls were documented, and how the worker was authorised to perform work.
(b) Was the person(s) involved in the accident in full compliance with all training requirements? If not, please explain.
Yes No
(c) Were hazards sufficiently identified? If not, please explain

Yes No
(d) Were identified controls adequate? If not, please explain

Yes No
(e) Were the identified controls implemented? If not, please explain

Yes No
(f) Was the person(s) involved in the accident performing task(s) in accordance with their assigned work?
If no, please explain Yes No
(12) ASSOCIATED INFORMATION INCLUDED WITH THIS ACCIDENT REPORT
Item Attached Comments
Supplementary Notes Yes No NA
Training Certificates Yes No NA
Pictures Yes No NA
Witness Statements Yes No NA
Injured Person Statement Yes No NA
Medical Reports Yes No NA
Other incident reports Yes No NA
Equipment Certificates Yes No NA
Other - Yes No NA
Other - Yes No NA
(13) SIGNATORIES
Report Completed by Signed Date
Reviewed by H&S coordinator

Signed Date
and/or Senior Management
ACCIDENT – INCIDENT ADDITIONAL NOTES
Accident Reference
SECTION NO. DETAILS
The supplementary notes contain ______________ page(s) of which this is Page _____________ of _____________
Appendix 22: Dignity at Work Policy

Introduction
This policy & procedure is designed to ensure Home Instead can provide a safe work environment, which upholds the dignity and
respect of every individual, and which is free from workplace bullying, harassment or sexual harassment.
In this policy, you will find information on what constitutes bullying, harassment and sexual harassment, the processes for raising
and addressing concerns, how to make a complaint and the support and training available.
All complaints of bullying, harassment or sexual harassment will be taken seriously and will be followed through to resolution.
Purpose
This policy and procedure is designed to provide a safe work environment, which upholds the dignity and respect of every
individual, and which is free from workplace bullying, harassment or sexual harassment. It is also intended to provide clarity to
individuals in how to report, address or resolve any breaches of this policy.
Employees will be provided with training to ensure the prevention of bullying, harassment and sexual harassment. This includes:
• Making employees aware of the Dignity at Work Policy
• Providing information on what is defined as inappropriate behaviour
• Training if required to comply with the policy
• Training for staff members responsible for supervision and implementing the policy and responding to complaints
Scope
This policy applies to all Home Instead employees in all locations and others engaged in activities on Home Instead business,
including clients, suppliers, members of the public and service providers. It includes all situations where work related activities
take place. It extends to all workplace events such as social functions, conferences, training events or work assignments outside
of the normal working day.
Policy
Home Instead believe strongly that behaviours that constitute harassment, sexual harassment and bullying in the workplace is
unacceptable and will not be tolerated. It is fundamental to the concept of respect for others that all employees should be free
from any conduct, which adversely affects the dignity of people in the working environment.
All members of the organisation are required to recognise their responsibilities in this regard and to actively contribute towards
the maintenance of a positive work atmosphere.
To ensure successful implementation of this policy Home Instead are committed to providing training to all employees on
harassment, sexual harassment and bullying and the procedures outlined in this policy to new employees during induction and
as deemed necessary.
Workplace bullying, harassment and sexual harassment undermine professional working relations and adversely affect the
service that Home Instead provides to its clients, as it can lower morale and result in stress and absenteeism. It also has a
negative effect on others, who may not have been directly subjected to bullying, harassment or sexual harassment, but who may
have observed it or have been made aware of it.
Bullying, harassment and sexual harassment will not be tolerated within Home Instead and may lead to disciplinary action, up to
and including dismissal.
Home Instead is committed to the development and maintenance of a safe and positive working environment. An essential
component of such an environment is treating all persons (Key Players, CAREGivers, members of Management, clients, client
family members, and business contacts) with the respect and dignity that they deserve. A positive working environment places
obligations on management, but it also places responsibilities on all parties involved with Home Instead to refrain from engaging
in unacceptable behaviour and where it occurs to challenge and expose it. A positive working environment is not created merely
through the introduction of policies on bullying, harassment, and sexual harassment. Each individual has a responsibility to
ensure that such policies have real effect in our workplace.
This policy is designed to protect employees of Home Instead from bullying, harassment and sexual harassment behaviours in
the course of their work, whether it is carried out by a member of Management or a colleague, a client, a client’s family member,
or a business contact. Any such behaviour is totally unacceptable, and may even be unlawful, and will not be tolerated in or by
Home Instead. Sanctions associated with such inappropriate or unwanted behaviour may include, for Employees, disciplinary
measures up to and including suspension or dismissal, or for non-Employees, suspension, termination or non-renewal of services
or contracts or other sanctions as considered appropriate.
This policy is underpinned by the following rights and responsibilities of all:
• The right of all parties to work in a safe environment that is free from bullying, harassment and sexual harassment;
• The legal obligation for Home Instead to ensure that this right is upheld at all times, and failing that, to deal with any
allegations respectfully and fairly.
• The right to fair and prompt procedures in dealing with allegations of bullying, harassment and sexual harassment and for
allegations to be dealt with and investigated in as confidential a manner as is possible, by a member of Management or by an
independent third party, if and where deemed necessary.
• Where any allegation of bullying, harassment or sexual harassment is upheld against an Employee or member of
Management, these shall be dealt with through Home Instead’s Disciplinary Procedure and may incur sanctions, up to and
including dismissal. Any Employee subject to the Disciplinary Procedure will have the right of appeal.
• Where any allegation of bullying, harassment or sexual harassment is made against any other person with whom the
Employee comes into contact in the course of employment (for instance a client, or a client’s family member or business
contact), these shall be investigated promptly by Management and resolved in accordance with the principles of this policy.
• All concerns or complaints reported, whether informally or formally, in accordance with this policy, will be treated with
sensitivity and in the strictest confidence. External supports will be provided if appropriate such as counselling services.
• The responsibility of each individual to treat all colleagues/CAREGivers/clients/clients family members/business contacts with
dignity and respect and to refrain from bullying, harassment and sexual harassment;
• The responsibility of each individual to support this policy on bullying, harassment and sexual harassment, by raising concerns
or allegations at an early stage to the attention of management.
• Malicious or false complaints/allegations, if proven, may incur sanctions, up to and including dismissal subject to the
Disciplinary Procedure.
• It is the responsibility of management to create a culture in the workplace that is based on dignity and respect for all, including
acknowledging and valuing the diversity of employees/representatives across the nine grounds as protected by equality
legislation.
The Responsibility
All those with a relationship with Home Instead have a personal responsibility to help maintain a working environment that is free
from bullying, harassment and sexual harassment and in which the dignity and diversity of all individuals is respected. It is the
responsibility of each Employee of Home Instead to support this policy by assisting and empowering individuals who are affected,
by bringing alleged instances of such behaviour to attention at an early stage and by not making false or malicious complaints.
All covered by this policy must comply with it by co-operating with the procedures set out, whether as a complainant, the person
complained or a witness. It is also necessary that each person examine their own behaviour to ensure that they are not offending
colleagues, CAREGivers or any person with whom they have dealings in the course of their work or Home Instead.
Members of management and those in positions of responsibility have a particular responsibility for implementing this policy and
for taking all necessary steps to ensure that bullying, harassment and sexual harassment does not occur.
This can be done by:
• Promoting a culture of respect for diversity in the workplace;
• Ensuring that this policy is clearly communicated to all affected, with particular emphasis on the responsibilities of all
personnel in creating a bullying, harassment and sexual harassment-free work environment;
• Explaining how the complaints procedure operates and directing parties to this policy;
• Explaining the policy and procedures to new members of staff
• Communicating the policy to non-employees such as clients, client family members and various business contacts, by
directing such parties to this policy;
• Leading by good example, by treating everyone with courtesy and respect;
• Being vigilant for signs of bullying, harassment and sexual harassment, and taking action before a problem escalates;
• Responding sensitively to anyone who makes a complaint of bullying, harassment and/or sexual harassment and taking
appropriate action;
• Explaining the procedures to be followed on receipt of a complaint and making every effort to have the complaint resolved
informally where appropriate;
• Ensuring that anyone who makes a complaint is not victimised for doing so; keeping a record of all interviews and meetings
regarding complaints;
• Avoiding discussion of a case with anyone inside or outside of Home Instead, other than those to whom one must speak
directly (An investigator);
• Maintaining confidences unless the interests/principles of natural justice require disclosure;
• Monitoring and following up the situation after a complaint is made, so that the bullying, harassment and/or sexual
harassment does not recur.
Home Instead has set out definitions of bullying, harassment and sexual harassment in this policy, so that these can be clearly
communicated to, and understood by, all individuals covered by this policy.
Further, it is Home Instead’s policy to have clear procedures, including both informal options and formal options for raising and
addressing concerns around bullying, harassment or sexual harassment in the workplace and how to resolve these.
Home Instead acknowledges and maintains the innocence of any individual accused of bullying, harassment or sexual
harassment throughout the course of any internal investigation, until a formal determination can be made.
Individuals will be protected from intimidation, victimisation or discrimination for reporting behaviour or acts that may amount to
bullying, harassment or sexual harassment or assisting in a related internal investigation. Retaliating against an individual for
complaining about bullying, harassment or sexual harassment is a disciplinary offence.
While these procedures are designed to assist genuine victims of bullying, harassment or sexual harassment, you should be
aware that if you raise complaints that are proven to be deliberately malicious or false, you may also be subject to disciplinary
proceedings.
Definitions: Bullying, Harassment and Sexual Harassment

Bullying
Bullying at work is defined as “repeated inappropriate behaviour, direct or indirect, whether verbal, physical or otherwise,
conducted by one or more persons against another or others, at the place of work and/or in the course of employment which
could reasonably be regarded as undermining the individual’s right to dignity at work”. regarded as undermining the individual’s
right to dignity at work”. A once off incident of bullying behaviour may be an affront to an individual(s) dignity at work but is not
considered bullying.
A pattern of the following behaviours are examples of types of bullying:
• Exclusion with negative consequences
• Verbal abuse/insults
• Physical abuse
• Being treated less favorably than colleagues
• Intrusion – pestering, spying or stalking
• Menacing behaviour
• Intimidation
• Aggression
• Undermining behaviour
• Excessive monitoring of work
• Humiliation
• Withholding work-related information
• Repeatedly manipulating a person’s job content and targets
• Blame for things beyond the person’s control

This list is not exhaustive
What is not Bullying Behaviour

It is important to distinguish bullying from other inappropriate behaviours or indeed appropriate workplace engagement. As set
out in the definition above a once off incident may be an affront to dignity at work and may be unsettling but does not itself make
for an adequate level of distress to fall within the definition of bullying and other remedies should be sought for these scenarios.
Bullying does not include:
• Expressing differences of opinion strongly
• Offering constructive feedback, guidance or advice about work-related behaviour which is not of itself welcome
• Ordinary performance management
• Reasonable corrective action taken by a line manager or supervisor relating to the management and direction of employees
• Workplace conflict where people disagree or disregard the others’ point of view
This list is not exhaustive
Harassment
Harassment has to be based on one or more of the following discriminatory characteristics of the Employment Equality Acts 1998
to 2015:
• Civil Status
• Family Status
• Sexual Orientation
• Religion
• Age
• Disability
• Race or Ethnic Origin
• Membership of the Travelling Community
• Gender
Harassment is “any act or conduct including spoken words, gestures, or the production, display or circulation of written words,
pictures or other material if the action or conduct is unwelcome to the employee and could reasonably be regarded as
offensive, humiliating or intimidating”.
The following list are some examples of behaviour that may constitute harassment including:
• Verbal harassment – jokes, comments, ridicule, or songs.
• Written harassment – including faxes, text messages, emails or notices.
• Physical harassment – jostling, shoving or any form of assault.
• Intimidatory harassment – gestures, posturing, or threatening poses.
• Isolation or exclusion from social activities.
• Pressure to behave in a manner that the employee thinks is inappropriate, for example being required to dress in a manner
unsuited to a person’s ethnic or religious background.
This list is not exhaustive.
Sexual Harassment
Sexual harassment is defined as “any form of discrimination on the gender ground in relation to the conditions of employment”
and includes:
• Any act of physical intimacy
• Requests for sexual favours
• Other acts or conduct including spoken words, gestures or the production, display or circulation of written words, pictures or
other material that is unwelcome and could reasonably be regarded as sexually offensive, humiliating or intimidating”.
The following is list of examples of behaviour that constitute sexual harassment:
• Physical conduct of a sexual nature – this may include unwanted physical conduct such as unnecessary touching, patting or
pinching or brushing against another employee’s body, assault and coercive sexual intercourse.
• Verbal conduct of a sexual nature – this includes unwelcome sexual advances, propositions or pressure for sexual activity,
continued suggestions for social activity outside the workplace after it has been made clear that such suggestions are
unwelcome, unwanted or offensive flirtations, suggestive remarks, innuendos or lewd comments.
• Non-verbal conduct of a sexual nature – this may include the display of pornographic or sexually suggestive pictures, objects,
written materials, emails, text messages, or faxes. It may also include leering, whistling or making sexually suggestive gestures.
• Sex-based conduct – this would include conduct that denigrates or ridicules or is intimidatory or physically abusive of an
employee because of his/her sex such as derogatory or degrading abuse or insults which are gender-related.
Unwelcome Conduct
To constitute harassment or sexual harassment the behaviour complained of must firstly be unwelcome. It is up to each
employee to decide:
(a) What behaviour is unwelcome, irrespective of the attitude of others to the matter and
(b) From whom, if anybody, such behaviour is welcome or unwelcome, irrespective of the attitude of others to the matter
The fact that an individual has previously agreed to the behaviour does not stop him/her from deciding it has now become
unwelcome. It is the unwanted nature of the conduct which distinguishes sexual harassment and harassment from friendly
behaviour which is welcome and mutual.
Intention
The intention of the perpetrator of the sexual harassment, harassment or bullying is irrelevant. The fact that the perpetrator had
no intention of sexually harassing, harassing, or bullying the employee is no defence. The effect of the behaviour on the
employee is what is important.
Victimisation
Victimisation occurs where a person is treated less favourably than another because he/she has brought proceedings, given
evidence or complained about the behaviour of someone, with regard to harassment, sexual harassment or bullying or
discriminated against them or has not acceded to their demands.
Malicious Complaints.
A malicious complaint is described as an allegation being made without foundation, and with malicious intent, where a person
knowingly or without regard to whether it is true or not, accuses another person of allegedly bullying, harassing or sexually
harassing them.
A malicious complaint has the power to disrupt another person’s life to a significant extent and the potential damage should not
be underestimated.
Making a malicious complaint, if proven, can have serious implications for the employment of the person making such a
complaint and this includes disciplinary action, where established.
Guiding principles for the management of allegations

If you feel you have been subjected to inappropriate behaviour which may constitute bullying, harassment or sexual harassment,
you are strongly encouraged to come forward to seek confidential support and guidance on the range of informal options and
formal options for resolving issues as appropriate.
Responding to an allegation of bullying, harassment or sexual harassment
Any complaint about, or awareness of, alleged bullying, harassment or sexual harassment requires quick, calm and consistent
attention. As a general principle, it is worth emphasizing that early intervention offers the best possible potential for a good
outcome.
• No form of bullying, harassment or sexual harassment will be tolerated. All concerns and allegations of inappropriate
behaviour should therefore be reported immediately, to an appropriate person, as outlined below.
• Any such concerns expressed by an employee, including clients, family members, suppliers, and service providers should be
taken seriously and investigated.
• The primary consideration is the protection of the individual. Therefore, as soon as an allegation is raised by an employee,
Home Instead’s first responsibility is to ensure the safety of the individual concerned.
• A preliminary screening and investigation, taking into account all related organisational factors, will ensure the safety and
protection of the individual concerned and will also do much to protect the alleged victim from false allegations.
• The good name and reputation of the person against whom the allegation has been made must also be protected, pending
the outcome of the investigation. Therefore, during the course of the investigation, and in so far as it is possible, confidentiality
must be maintained. Any individual making an allegation or complaint must have the reassurance that an allegation is made in
good faith, which turns out to be unfounded, will not have adverse repercussions for them.
• Protocols to deal with allegations of inappropriate behaviour against all employees, clients, family members, suppliers and
service providers should be dealt with in a fair, speedy and independent manner.
Informal Procedure
It is often preferable for all concerned that complaints under this policy are dealt with and resolved informally between the
parties whenever possible. This is likely to produce solutions which are speedy, effective, minimise embarrassment and the risk of
breaching confidentiality, while also protecting the working relationship. The objective of the informal approach is important in
situations where people must continue to work together into the future. An informal approach may effectively address the
unwanted behaviour without recourse to any other action. Sometimes the person who is alleged to be engaging in the behaviour
is genuinely unaware that the behaviour being complained of is disrespectful, unwelcome, undermining or causing distress. In
such cases, every attempt should be made to clear up any misunderstanding quickly, on an informal basis.
The informal process provides options for resolving disputes including mediation, where appropriate.
Initial Informal Procedure

The informal procedure consists of a low key and non-confrontational approach by the recipient of the behaviour to the party
causing offence to advise him/her of the impact of their behaviour and to ask them to cease behaving in this manner. The
approach should be made in private and should be non-confrontational.
If suitable, the individual who perceives that they are the recipient of the behaviour should put their concerns in writing, focusing
on the offending acts and their effects on them.
Where an Employee perceives that the concerns relate to an immediate Manager, the Employee may wish to discuss the matter
informally with their Manager’s Manager or a person at the National Office.
A brief written record, in line with relevant data protection legislation, should be kept of the matter and agreed outcomes and
dates noted by the relevant person responsible for managing the complaint.
Secondary Informal Procedure

If the initial informal procedure is unsuccessful, or if the affected individual or Home Instead deem it inappropriate for the
seriousness of the issues, a secondary, more protracted, informal procedure should then be initiated.
Home Instead will appoint someone to hear the individual’s allegations. The complaint may be verbal or written. If verbal, a
written note of what is complained of should be taken by the appointed person and a copy given to the individual.
The person (who may be a manager) appointed to manage the complaint will then establish the facts, the context, and the next
course of action in dealing with the matter under the informal procedure.
If the complaint concerns alleged bullying, harassment or sexual harassment, as defined and includes concrete examples of
inappropriate behaviour, the person(s) complained against should be presented with the complaint and their response
established. Thereafter, a method will be agreed to progress the issue to resolution so that both parties can return to a
harmonious working environment without this behaviour being a factor.
If the behaviour complained of does not concern alleged bullying, harassment or sexual harassment as defined, an alternative
approach will be put in place and a rationale recorded. If no concrete examples are available, it will be deemed that there is no
complaint to be answered by the person(s) complained of as there have been no specific examples provided. Where
inappropriate behaviour has been partly or fully identified, steps to stop the behaviour and monitor the situation along with
specified actions will be implemented with both parties. This may involve a direct or indirect approach and possible resolution
through a programme to change behaviour, including mediation.
Enough time needs to be allowed for ongoing monitoring of the process to be successful. Where appropriate, it may be
necessary to consider if other working arrangements are required in the interim.
The person appointed for managing the complaint should keep a nominal record of all stages in line with relevant data protection
legislation.
Information disclosed during mediation must remain within the mediation process and must not be given by the mediator to
anyone or to an investigator if there is a subsequent investigation at formal stage. Confidentiality is crucial for this stage to be
effective, and breaches of confidentiality may be addressed in line with Home Instead’s Disciplinary Procedure.
Formal Procedure
It is good practice that all informal resolution avenues - as set out above - should be contemplated and where appropriate,
exhausted before the formal procedure is invoked. Proceeding to a formal process should not be viewed as automatic and it is
important that it is recognised that it is the reasonable evidence-based decision of Management.
To make a formal complaint an initial approach may be made to any Manager regarding the issue. Although the initial complaint
may be provided verbally, it is a requirement that the complaint be lodged in writing, signed, and dated, to ensure that a fair
process may be followed. Where assistance is required to put the complaint in writing, an individual should consult their manager
or usual contact at Home Instead (as appropriate) to arrange this.
The complaint should state:
• The name of the person(s) complained of (alleged perpetrator).
• The nature of alleged inappropriate behaviour i.e., the behaviours/conduct constituting bullying, harassment and sexual
harassment.
• Dates/times and locations of where and when the alleged inappropriate behaviour occurred.
• Names of witnesses to any alleged incidents.
• Details of any action already taken to stop the behaviour.
• Consent to complainant’s identity and the facts of the allegation being disclosed to the alleged perpetrator. This is required to
allow Home Instead to act in appropriate circumstances.
If the behaviour complained of does not concern bullying, harassment or sexual harassment as defined, an alternative approach
may be put in place and a rationale recorded. If there are no concrete examples given, it will be deemed that there is no
complaint to be answered by the person(s) complained of as they have no recourse to support the accusation.
Where an alternative approach is not deemed appropriate, the person(s) complained of will be notified in writing that a complaint
has been made against him/her and provided a copy of this complaint. The person investigating the complaint will indicate a
timeframe for the resolution of the complaint, however such timeframes may be extended where necessary. He/she shall be
afforded a fair opportunity to respond to the allegation(s), normally within five working days.
All individuals involved in an investigation must respect the need for confidentiality – failure to do so may represent a serious
disciplinary offence for any Employee or member of Management. Confidentiality is assured in so far as it is reasonably
practicable. Both parties may be suspended with pay, without any negative inference, pending the outcome of an investigation,
where deemed appropriate by Management. However, where this is not possible, the parties to the complaint will be expected to
maintain a positive working relationship.
Investigation Procedure
The investigation will be conducted in accordance with the principles of this policy and will be governed by terms of reference
which will detail the likely time scale for its completion (an indicative timeframe will be outlined) and the scope of the investigation,
indicating that the investigator(s) will consider, based on the facts before them whether the behaviour(s) complained of, on the
balance of probabilities, have occurred.
The investigation will be conducted by an independent member of Management or external assistance may be necessary to deal
with complaints in some circumstances to ensure impartiality, objectivity, and fairness. The investigation will be conducted
thoroughly, objectively and with sensitivity. Utmost confidentiality will be protected in so far as it is reasonably practicable. Due
respect will be had for the rights of the complainant, the person(s) complained of, and any witnesses involved in the process.
The investigator(s) will meet with the complainant in the first instance to learn more regarding the complaint and to put the
responses of the person(s) complained of to the complainant. Next, the person(s) complained of will be invited to a meeting to
explore their responses to the complaint and to put any relevant evidence to them. Evidence will be provided in advance of the
meetings to allow all parties to prepare their responses to that evidence. As many interviews as are necessary will be conducted
until the investigator(s) is/are satisfied that all evidence has been collected and all parties have had a fair opportunity to state their
case.
Witnesses may also be interviewed with a view to establishing the facts surrounding the allegation(s).
Statements from the complainant, the person(s) complained of, and any witnesses will be recorded in writing. All parties required
to attend investigation meetings are entitled to be accompanied by a representative, whose role is to provide moral support,
oversee the process and ensure that the interviewee is afforded a fair opportunity to respond and provide evidence at any
investigation meetings.
Every effort will be made to carry out and complete the investigation as quickly as possible and preferably within an agreed
timeframe. On completion of the investigation, the investigator(s) will submit a written report to a member of Management,
containing the findings of the investigation. Both parties will be given the opportunity to comment on the findings before any
action is decided upon by Management.
The complainant and the person(s) complained of will be informed in writing of the findings of the investigation, i.e., whether the
behaviour complained of occurred, did not occur, or whether the complaint is deemed to be malicious or false.
Investigation Outcomes
Where a complaint is upheld, all parties will be informed of this outcome, and the relevant level of Management will also be
advised. Management will take appropriate action based on the outcome of the investigation.
Employee
For an Employee of Home Instead this may include formal disciplinary action in line with Home Instead’s Disciplinary Procedure,
training, or another appropriate intervention deemed necessary to prevent a recurrence of the behaviour. Action (if any) taken
under the disciplinary procedure will be kept confidential.
Home Instead will also consider providing further supervision, re-assignment, or re-organisation of work. Prior to any disciplinary
action being taken, a fair disciplinary hearing will be held in line with Home Instead’s disciplinary procedure. It is important that
Employees are aware that certain acts of bullying may be deemed gross misconduct by Home Instead and may result in summary
dismissal.
Client
If an allegation of inappropriate behaviour is in relation to Client against a CAREGiver or another employee of Home Instead, the
following steps will be taken:
• The CAREGiver or employee notifies the CARE Manager or General Manager of the incident.
• The CARE Manager or General Manager will contact the Client or Client’s family member to notify them of the alleged incident.
• Alternative arrangements in relation to the management of Client Care will be made if necessary in consultation with the
Client or Client family member and the CAREGiver or employee.
• A meeting will be held with the General Manager and the Client and / or Client family member to discuss the alleged incident.
Following a consultation meeting held by the General Manager of an allegation against a client, the General Manager will write to
the client or legal guardian informing them that:
• The Care Plan will be reviewed and care may be substituted accordingly to prevent inappropriate behaviour from recurring;
• Care may be suspended until the inappropriate behaviour can be stopped or prevented, or, in extreme circumstances;
• Care may be stopped and the client relationship with Home Instead will be terminated and will cease to continue.
• If the care is being delivered on behalf of the HSE the HSE will be advised.
Where an investigation is inconclusive, and therefore not upheld, there will be no negative inference against any party to the
complaint. All parties to the complaint will be expected to continue working as normal, and to conduct themselves in an
appropriate manner at work.
Where it is found that an Employee made a complaint that was malicious or false, then a disciplinary hearing will be held to
explore this further. In this situation only a disciplinary sanction may be imposed on the Employee. Lodging a malicious or false
complaint is a serious disciplinary offence, and, depending on the seriousness of the issue, may be deemed gross misconduct by
Home Instead and may result in summary dismissal.
In all cases, whether the complaint is upheld or otherwise, any ongoing interactions will be monitored to ensure that the parties
to the complaint conduct themselves in an appropriate manner and do not engage in any improper conduct. Appropriate
support will be made available to both parties. Home Instead will take such action as is required to eliminate the risk of that
behaviour recurring or continuing and will keep records of interventions used for this purpose.
Appeal
Either party may appeal the decision, outlining in writing to Management the reason for the appeal. Such appeals will be heard,
normally within five working days, by a manager or independent third party not previously involved in the investigation and
independent advice and support will be sought if required.
The appeal should focus on the conduct of the investigation in terms of fair process and adherence to procedure. It should be
noted that an appeal is not a re-hearing of the original issues. The outcome of the appeal shall be final in so far as the employer
duties is required.
References
This policy is written in line with relevant legislation and Codes of Practice governing harassment, sexual harassment and bullying,
namely:
• The Employment Equality Acts 1998 to 2015
• Employment Equality Act 1998 (Code of Practice) (Harassment) Order 2002
• Labour Relations Commission Procedures for Addressing Bullying in the Workplace
• Labour Relations Commission Codes of Practice on Victimisation
• The Health, Safety and Welfare at Work Act 2005
• Code of Practice for Employers and Employees on the Prevention and Resolution of Workplace Bullying in accordance with
the Health and Safety Act 2005
• Industrial Relations Act 1990 (Code of Practice for Employers and Employees on the Prevention and Resolution of Bullying at
Work) Order 2020
• Complaints Policy
• Disciplinary Policy
• Grievance Policy
Amendments to Policy:
Home Instead reserves the right to amend this policy and procedures as necessary in the interest of best practice. You will be
notified of any changes to this policy that may affect you.
Any queries relating to this policy and the procedures outlined should be directed to the General Manager at each office or a
member of the Senior Management team in the national office.
Appendix 23: Double Employment Policy

Purpose
It is the policy of this Organisation to ensure that no Employee works in excess of the maximum working week applicable to them
and is permitted to avail of their minimum weekly and daily rest periods as set down by statute.
Scope
Policy
It is the responsibility of the Organisation to ensure that these rights are upheld, and these rights exist irrespective of how many
employments an Employee may hold. Therefore, where an Employee is engaged in more than one employment, this can become
a difficult responsibility for the Organisation to protect.
In order to ensure that an Employee is not engaging in a secondary employment which may result in their failure to protect their
rights under the relevant legislation, Employees are required to seek Management approval in writing prior to engaging in
secondary employment or other work. Approval will only be given to engage in secondary employment or other work where
deemed appropriate in light of the Organisation’s legal obligations and the Employee’s contractual commitments to the
Organisation.
Any Employee seeking to engage in a secondary employment must consult their Manager and apply formally in writing for
approval to hold secondary employment. Where approval is given, the Employee will be required to submit details of the working
hours and details of the duties entailed by the other employment to their Manager on a weekly basis, in order that working time
and your contractual commitments may be monitored. In certain instances, records may not be required, e.g. employment by a
family member, however the Organisation must still be informed of such secondary employments.
Appendix 24: Retirement Policy & Process

Purpose
This policy is to be used as a guide on all areas of retirement for all employees (i.e. CAREGivers, Key Players and members of
management) within Home Instead.
Scope
This procedure applies to all employees of Home Instead.
Policy
Home Instead recognises the value of ageing adults continuing to live independently. This is not only applicable to the clients that
Home Instead cares for, but also to employees of Home Instead who may wish to continue to work longer, beyond the typical
normal retirement age in Ireland.
Home Instead welcomes employees of all ages and values their experiences and commitment. Home Instead also has an
obligation to its employees to ensure their safety while working for Home Instead and caring for our clients, whilst adhering to
applicable legislation on retirement.
The Employment Equality Acts 1998-2015 ban discrimination in employment on a number of grounds, including age. It is against
the law to discriminate against anyone in employment on the grounds of age.
As such, Home Instead normal retirement age is determined by the laws in force at the time, any stipulations in a Home Instead
employee’s contract of employment and limited only by the ability of an employee to perform their role and/or meet with our
clients care needs.
Home Instead commits to:
• Develop employment practices and procedures appropriate to increasingly age diverse workplaces that encourage retention
of older employees and longer working lives; and
• Monitor the changing statutory and legal framework in regard to retirement and pension entitlements.
Intended Retirement Date

• Certain existing contracts with Home Instead may stipulate a default retirement age of 65, which may then be extended by
the Company. In this instance, the intended retirement date will be set as the employee’s 65th birthday, and employees will
receive written notification of this date (in the format set out at Appendix 1). The employee will have an opportunity to apply
to work beyond that date, in accordance with this policy (in the format set out at Appendix 2).
• For employees who do not have a default retirement age in their contracts of employment, in advance of their 65th birthday
(or if hired after their 65th birthday, at the next annual appraisal), Home Instead will set an intended retirement date, on the
basis of the ability of the employee to perform their role and/or meet with our clients’ care needs, taking into account both
the above objective justifications and any other factors (health & safety or medical limitations for example). Such intended
retirement age will be notified in writing to the employee (Appendix 1) and employee will have an opportunity to apply to
work beyond that date, in accordance with this policy (Appendix 2).
• All employees are expected to promptly disclose to their manager any issue which could affect their ability to perform their
role and/or meet with our clients’ care needs. Medical reviews and/or fit to work certs may be requested by the Company.
These may be treated as additional factors for consideration when setting an employee’s intended retirement date, or when
granting a request to work beyond the intended retirement date.
• Whether there is a default retirement age set out in the contract of employment, or an intended retirement age has been set
in accordance with this policy and communicated to an employee, there is a requirement for employers to notify their staff of
their intended retirement date and to give employees the right to request to work beyond the intended retirement date.
• Compulsory retiring an employee at contractually stipulated age 65 or another intended retirement date set by Home Instead
will not be discriminatory or an unfair dismissal so long as the principles of this retirement policy, including the duty to
consider procedures, have been duly followed.
Objective Justification for setting Intended Retirement Date

In determining the intended retirement date for an employee, Home Instead takes into account the following factors:
• Default age stipulated in employee’s contract of employment (if any);
• Normal retirement age for employees of the same employer in similar employment;
• Intergenerational fairness (allowing younger employees to progress);
• Motivation and dynamism through the increased prospect of promotion;
• Health and Safety considerations applicable to the home care industry;
• Creation of a balanced age structure in the workforce;
• Personal and professional dignity (avoiding capability issues with older employees);
• Retention of specialist knowledge and skills within the home care industry;
• Recruitment difficulties and capacity shortages within the home care industry;
• Public health guidelines; and/or
• Succession planning
Approaching Normal Retirement Age – Duty to Consider Procedure

Notifying an employee of their intended retirement date:
• At least 6 months, but no more than 12 months before the intended retirement date, the designated manager will write to
the employee informing them of their intended retirement date. The Intended Retirement Date should be recorded in the
appropriate section in People Planner so that reminders may be set. See Appendix 1 for a model letter.
• Within the same letter the employee will be informed that they have the right to request to continue working beyond the
intended retirement date, attaching the request to continue working form – See Appendix 2.
• If the employee does not request to work beyond the intended retirement date and mutually agrees the intended retirement
date then no further action need be taken. Retirement will take place at the intended retirement date. For the purposes of
clarity, employees should be aware that retirement on the intended retirement date with Home Instead does not automatically trigger
any pension entitlements, and employees should seek advice on pension entitlements with their pension broker and/or the Dept. of
Social Protection.
• Should the employee wish to continue to work beyond their intended retirement date then they should express this by
completing and returning the ‘request to continue working’ form (Appendix 2).
Working Beyond Intended Retirement Date

It is advised that managers work and engage closely with their employees when dealing with working beyond retirement. Once an
employee has been advised in writing of their ‘Intended Retirement Date’:
• Any employee who wishes to continue working beyond their intended retirement date may request that their employment
continues for:
• A stated period (Max. 2 years), or
• until a stated date
• The employee must put their request in writing no less than three months but no more than six months before their intended
retirement date.
• The manager must arrange with the employee to discuss the request. This meeting must be held within 1 month after
receiving the request.
• The manager and employee must make all reasonable steps to attend the meeting.
• The employee may be accompanied by a work colleague/representative who will be able to address the meeting and confer
with the employee during the meeting. However, the representative should not answer any questions that are put to the
employee.
• Managers shall consider the objective justifications (listed at section 4 above) as well as any applicable factors for each
individual employee (such as health and safety, fit to work/OHA, disclosed medical history) when considering an employee’s
request to work beyond an intended retirement date.
• The employee can request to continue working for an agreed period up to a maximum of 2 years from an Intended
Retirement Date. Where granted, a new Intended Retirement Date will be set at the expiry of the agreed period. The same
process may be repeated for each subsequent Intended Retirement Date until the employee retires from Home Instead.
• Following the Duty to Consider process, Managers may only refuse an employee’s request to work beyond their Intended
Retirement Date where objectively justified by a legitimate aim, and the means of achieving that aim are appropriate and
necessary.
• Following the meeting, managers should write to the employee informing them of the decision within 5 working days.
• If the manager agrees to the request, the employee will be notified in writing of the outcome of the request to work beyond
the Intended Retirement Date. The notification will confirm the agreed period and the new Intended Retirement Date. The
Intended Retirement Date should be recorded in the appropriate section in People Planner so that adequate reminders may
be set.
• If the request to work beyond an intended retirement date cannot be accommodated in accordance with the principles of this
policy, then the employee should be notified in writing that their request has been considered and cannot be accommodated
and the retirement would take effect on the intended retirement date. Employees must be given the right of appeal and
informed of the grounds for appeal.
• An employee can only make one request in relation to continue working beyond an intended retirement date, once they have
been given notice of their intended retirement date. For the purposes of clarity, where a new intended retirement date is
subsequently set and notified to the employee, the same process will be followed and the employee will have the opportunity
to apply to continue working beyond the next Intended Retirement Date. Any new Intended Retirement Date should be
recorded in the appropriate section in People Planner so that reminders may be set.
• Managers may choose to conduct their review of any Intended Retirement Date during the employees Annual Appraisal
where the scheduling aligns with the time frames of this policy (ie min 6 months before).
Right to Appeal
• The employee must be told that they have the right of appeal against a decision and that they have the right to be
accompanied at the appeal by a work colleague/representative.
• An employee can appeal against the manager’s decision on the following grounds
a) The request to continue working has been refused or
b) Where the manager accepts the request but on a period shorter than the period proposed by the employee.
• The employee should put their appeal in writing within 5 working days following the notice of the manager’s decision.
• Another manager, who will be senior to the manager who initially made the decision, and who will be accompanied by a
representative from the National Office, should arrange a meeting with the employee to discuss the appeal. This should be
done within 15 working days after the date of the notice of appeal unless there are extenuating circumstances. If the manager
cannot meet with the employee within the specified timescale, they must write to the employee giving their reason(s) and to
advise of the earliest date that the meeting can be arranged.
• Following the appeal meeting, the employee must be informed of the final decision in writing.
Medical Clearance for employees continuing beyond their intended

retirement date
• Fit to work cert, or Occupational Health Assessment (OHA) may be requested by Home Instead when considering an
employee’s request to continue working beyond their intended retirement date. This Fit to Work or OHA will be coordinated
by, and at the expense of Home Instead.
Managing Retirement for employees beyond their intended retirement date

• As stated herein, an employee can make only one request to carry on working during their notification of their intended
retirement date. However, where the request is granted and a new intended retirement date is established, the employee will
be able to make a further request to carry on working beyond their revised new intended retirement date.
• Managers will need to follow the ‘duty to consider’ procedure every time the employee is nearing their intended date of
retirement. Therefore, if it has been agreed that an employee can continue to work and they have been given a new intended
retirement date, the principles and procedures of this policy must be followed.
• This policy applies to all employees in employment with Home Instead on their 65th birthday and beyond.
Home Instead is an equal opportunity employer and does not discriminate against individuals on the basis of gender, age,
race, colour, nationality, ethnic or national origin, religion, marital status, civil status, sexual orientation, disability or
membership of the travelling community.
Appendix 1
Model letter to advise the employee about their retirement
Dear (First name)
Intended Retirement Date
From our records we note that you reach the age of 65 on [XX/XX/XX]
[As stipulated in your contract of employment, your intended retirement date is your 65th birthday, the ____________________________
OR [In accordance with Home Instead’s retirement policy, an intended retirement date has been set by Home Instead for you on
____________________________ (your “Intended Retirement Date”).
You should be aware that in line with Home Instead’s retirement policy, you may request to work beyond your Intended
Retirement Date, if you so wish.
I enclose a copy of the current Retirement Policy, which outlines the process if you wish to seek to carry on working beyond the
Intended Retirement Date.
Should you wish to work beyond your Intended Retirement Date, you will need to submit your request in writing to me. Any
request should be submitted by ____________________________ . (At least 3 months before the intended retirement date). Within any
application, you should include the proposed duration of any such extension.
If you wish to retire on your Intended Retirement Date as detailed above, please complete and return the attached form by
____________________________ (at least 3 months before intended retirement date) to allow sufficient time for Home Instead to make
arrangements. Please note that you may need to notify any pension provider of your Intended Retirement Date.
If you have any queries regarding your retirement or the contents of this letter, please speak to your manager.
Yours sincerely
Appendix 2
Expression of interest to continue working beyond the age of Intended

Retirement Date
Please return this slip no later than 3 months before your Intended Retirement Date
Section 1 - To be completed by the employee

(Please tick relevant boxes below and complete the details requested before discussions with your line manager
Intended Retirement Date (as per letter from Home Instead): ____________________________________________
I wish to proceed with my Intended Retirement Date as notified to me by Home Instead
I wish to request, in accordance with Home Instead’s retirement policy and procedure and applicable equality legislation,
that I may continue to work beyond my Intended Retirement Date as notified to me by Home Instead. I wish to work:
For a stated period e.g. max 2 years – please specify ____________________________________________ or
Until a certain date – please specify date ____________________________________________
Name in block capitals: _______________________________________________________________________________
Employee signature: ______________________________________________________________________________
Section/Dept.: ______________________________________________________________________________
Date: ______________________________________________________________________________
Section 2 - To be completed by the line manager
I support this application to work beyond the Intended Retirement Date
I do not support this application to work beyond my Intended Retirement Date
Please specify reason(s) for not supporting application:

Objective justifications are required
I support the application to work beyond the Intended Retirement Date but not for the period requested and would like to
extend the Intended Retirement Date to for:
a) A shorter period to ____________________________________________
b) A Longer period to ____________________________________________
Please specify reason(s) for this:
I confirm that _______________________________________________________ does not wish to work beyond Intended Retirement Date
and we should proceed with the Intended Retirement Date as planned
Name in block capitals: ______________________________________________________________________________
Line manager signature: ______________________________________________________________________________
Date: ______________________________________________________________________________
Please return this form to your Manager
Appendix 25: Whistleblowing Policy and Procedure

Purpose
Home Instead has developed this Whistleblowing Policy to demonstrate its commitment to open and accountable management.
This policy is designed to allow staff to disclose information that they believe shows unethical conduct or illegal practices in the
workplace, without being penalised in any way. This includes protecting staff from any detriment or discrimination if they do
report (ie ‘blow the whistle on’) improper or illegal conduct within the organisation.
Scope
Policy Aims
“Whistleblowing” means; the term used when a worker passes on information concerning wrongdoing: “making a disclosure” or
“blowing the whistle”. The wrongdoing will typically (although not necessarily) be something they have witnessed at work.
“Whistleblower” means: An individual who makes a Whistleblowing disclosure.
Whistleblowing is viewed by Home Instead as a positive act that can make a valuable contribution to Home Instead’s business. It is
important that our staff feel able to raise concerns. Home Instead is committed to achieving the highest possible standards of
service and the highest possible ethical standards in all of its’ practices.
It is important to Home Instead that individuals can raise concerns about wrongdoing or malpractice within the Home Instead
network without fear of victimisation, subsequent discrimination or any form of disadvantage.
This Whistleblowing Policy provides a framework of protection for individuals who disclose information to expose risk,
misconduct, malpractice, wrongdoing and matters of similar concern. In short it protects Whistleblowers from victimisation and
dismissal.
Therefore, this Policy aims to:
• encourage individuals to feel confident in raising serious concerns at the earliest opportunity and to question and act upon
concerns about practice
• provide avenues for individuals to raise concerns and receive feedback on any action taken
• ensure that such individuals receive a response to their concerns and that they are made aware of how to pursue them if
they are not satisfied
• reassure individuals that they will be protected from possible reprisals or victimisation if they have made any disclosure in
good faith.
Principles of the Policy

This Policy is intended to enable those individuals connected with Home Instead, who become aware of a potential wrongdoing
to report their concerns in confidential and supported manner so that any such matter can be objectively and confidentially
investigated.
The Whistleblowing Policy sits alongside other Home Instead policies and is not intended to replace other existing policies or
procedures.
If a concern relates to an individual’s own treatment as an employee, it should be raised in accordance with the Home Instead’s
Dignity at Work and the Grievance Policy and Procedure.
If a Home Instead’s client (those who receive the services of Home Instead) has a concern about the services provided to them,
then any such concerns or issues should be raised in accordance with the Home Insteads Compliments and Complaints Policy.
Any disclosure made by an individual in relation to this Whistleblowing Policy should be made under the process set out in
Appendix 1.
A Whistleblower is protected by the law via the Republic of Ireland’s Protected Disclosures Act 2014. These laws provide
protection for those who voice genuine and legitimate concerns and provide protection for Home Instead’s employees and
others against false, vexatious and malicious accusations. Any Whistleblower will not be treated unfairly or be disadvantaged in
any way if they make a disclosure.
Under the above Disclosure Act, a worker who makes a disclosure must reasonably believe two things;
1. That they are acting in the public interest.
2. That a worker must reasonably believe that the disclosure tends to show past, present or likely future wrongdoing.
The categories of wrongdoing referenced above can include (but are not limited to):
• A criminal offence that has been committed or is likely to be committed
• Non-compliance with company policies which could result in loss to the company
• Undue favour being granted to another party with whom Home Instead does business
• A failure to comply with legal / regulatory obligations
• A miscarriage of justice
• Actions which endanger health and safety
• Actions which could cause damage to the environment
• Actions which are fraudulent, corrupt or involve potential or suspected bribery
• Inappropriate behaviour such as bullying, harassment and sexual harassment across team (or across the organisation) which
an individual feels unable to raise through other channels
• Concerns about a member of staff’s conduct towards vulnerable people (for example, a child or an adult with care and
support needs), whist carrying out their work
• Information that suggests an employee, sub-contractor, agency worker or volunteer is unsuitable to work with children or
vulnerable adults
• Belief that senior managers and the designated safeguarding lead have failed to take appropriate action in response to
safeguarding concerns
• An attempt to cover up any of the above.
The process for making a disclosure / whistleblowing is attached at Appendix 1 to this Policy.
What is a Protected Disclosure?

A Protected Disclosure is the term used when a Worker raises a concern about a relevant wrongdoing such as possible fraud,
crime, danger or failure to comply with any legal obligation which came to the Worker’s attention in connection with the Worker’s
employment. ‘Relevant wrongdoings’ are broadly defined in the Act and include the following:
• That an offence has been, is being or is likely to be committed;
• That a person has failed, is failing or is likely to fail to comply with any legal obligation, other than one arising under the
individual’s contract of employment or other contract whereby the individual undertakes to do or perform personally any
work or services;
• That a miscarriage of justice has occurred, is occurring or is likely to occur;
That the health and safety of any individual has been, is being or is likely to be endangered;
• That the environment has been, is being or is likely to be damaged;
• That an unlawful or otherwise improper use of funds or resources of a public body, or of other public money, has occurred, is
occurring or is likely to occur;
• That an act or omission by or on behalf of a public body is oppressive, discriminatory or grossly negligent or constitutes gross
mismanagement; or
• That information tending to show any matter falling within any of the points above has been, is being or is likely to be
concealed or destroyed.
It is not regarded to be a relevant wrongdoing where a matter is a function of the Worker or the Workers Employer to detect,
investigate, or prosecute and does not consist of or involve an act or omission on the part of the Employer.
What is meant by a Reasonable Belief?

Although a Worker is not expected to prove the truth of the facts in a disclosure, they must have a ‘reasonable belief’ that there
are grounds for their concern when making a disclosure using the internal procedure. A reasonable belief means that the belief is
based on reasonable grounds. This does not mean the belief has to be correct. The individual should also not have unlawful and /
or unethical objectives in reporting a concern.
Related Documents
• CAREGivers Handbook
• Key Players Handbook
• Disciplinary Policy
• Safeguarding Policies
• Republic of Ireland’s Protected Disclosures Act 2014
• Dignity at Work Policy
1. Principles of Confidential Reporting

1.1 We know that it is never easy to report a concern, particularly one that may relate to fraud, bribery or corruption.
However, it is of vital importance to our business that any individual can come forward with any concerns at an early
stage and before problems have a chance to become serious. In certain parts of the business, an individual may also
have a professional duty to report a concern.
1.2 An individual may invite a work colleague, or trade union representative, to be present during any meeting(s) or
interviews in connection with the concerns raised.
1.3 We will support all employees who have a legitimate concern and protect them from reprisals or victimisation. If an
individual comes forward with a concern, they can be confident that this will not affect their career or enjoyment of
heir job.
1.4 We will take all reasonable steps to respect and protect an individuals’ confidentiality. Any individual can raise concerns
anonymously. There may be instances where allegations are made relating to the conduct of an employee, sub-
contractor, agency worker or volunteer, in connection with a child, young person or an adult with care and support
needs, where it is assessed as necessary that Home Instead notify the designated Safeguarding Officer of the
allegations.
1.6 If anyone tries to discourage an individual from coming forward to express a legitimate concern, this will treat this as a
disciplinary offence. Should anyone criticise or victimise an individual after a concern has been expressed, this will also
be dealt with this under our disciplinary procedure.
2. Disclosure Process:
2.1 Disclosures
2.1.1 If a disclosure is to be made, the individual should, if appropriate, approach their manager and explain what is
causing their concern for the public interest. It is important that (when raising any such disclosure) that an
individual should try to capture their concerns in as objective a manner as possible with clear examples of
evidence so that the issue can be addressed as efficiently and effectively as possible. If you believe that your line
manager or more senior members of staff are the subject of the disclosure, then 2.1.2 should be followed.
2.1.2 In the event that any disclosure by an individual relates to the manager or senior members of staff, then the
disclosure should be made to Chief Operating Officer (COO) acting as the Designated Officer for Home Instead
in order to begin the process of investigation. Alternatively, should your concern relate to that person, then a
member of the Senior Leadership Team (SLT) can be contacted, and they will manage any investigation.
3. Home Instead’s Response

3.1 If an employee makes a disclosure, Home Instead will investigate it carefully and thoroughly. Only those with a need to
know will be notified of the disclosure. However, a high-level report may be produced at the of Senior Leadership
Team (SLT) level which highlights the areas any disclosure concerns and actions to be taken but not disclosing the
details of the discloser unless it is necessary as part of any investigation / action to be taken. We have to be fair to our
employees, but also to any others involved; If an individual is potentially being accused of misconduct, we have to
understand their side of the story as well, without disclosing a disclosers details / identity. In any investigation, we will
take into account and respect any concerns the disclosing party may express regarding their safety or career.
3.2 A referral of a concern will be acknowledged within seven business days, with an indication of how Home Instead
proposes to proceed with the matter and an indicative timescale.
3.3 If it is not possible to complete the initial enquiries within seven business days, then Home Instead will explain why and
what the next steps are.
3.4 If a decision is made not to investigate, then clear reasons will be stated and given to the disclosing party for such.
3.5 If the disclosing party requests it, Home Instead will, if reasonably possible, let the disclosing party know the results of
the investigation and any action that is proposed to be taken by Home Instead. However, in doing this, Home Instead
must respect the confidentiality of other employees as well and ensure that any feedback provided does not breach
any law in the jurisdiction the disclosure and investigation regards.
3.6 The action that will be taken by Home Instead will depend on the nature of the concern and will be dealt with through
the Home Instead disciplinary process.
3.7 Where the disclosure requires the engagement of a recognised third party such as the Gardai, then Home Instead will
fully co-operate with their enquiries.
3.8 Concerns or allegations raised, which fall within the scope of established policies or procedures, will be referred for
consideration under such.
Any individual who makes a disclosure will be given feedback on the outcome of any investigation conducted, subject to the
constraints of Home Instead’s duty of confidentiality to service users and employees or any other legal constraints.
Appendix 26: CCTV Policy

Purpose
The purpose of this policy is to regulate the use of Closed-Circuit Television (CCTV) and its associated technology in the
monitoring of the internal and external environs for Home Instead Employees.
Scope
Policy
Clients’ homes, Healthcare facilities
In the course of their employment, Home Instead Employees may attend to clients in their own home, at times in a third-party
healthcare facility or may need to attend a Home Instead office.
In each of these premises, CCTVs may be installed internally and externally for the purpose of enhancing security and also
creating a mindfulness among the occupants, at any one time, that a surveillance security system is in operation to deter any
inappropriate behaviour.
Home Instead clients (or client representatives) have been asked to inform Home Instead of the existence of any monitoring
equipment (including CCTV, motion sensors, web/internet cameras, smartphones or anything similar) in the client’s home, or to
provide prior written notice of their intention to install such equipment. As part of its duty of care to its Employees, Home Instead
must keep inform and consult with Employees who may be affected by such monitoring equipment and must respect their right
to privacy.
In the event that the client (or client representative) decides to use such equipment, and Employees will be informed and will
have the option to decline to attend that client’s home. No negative inference will be placed upon an Employee who declines to
attend a client’s home due on this basis. Clients are made aware that their service may be terminated should no Employees be
available to attend the client’s home in these circumstances.
Where such equipment is used, the client (or client representative) has accepted not to release or disclose any images recorded
with such equipment depicting Home Instead Employees to any third parties (except where disclosure is required by law) and
shall use such images solely for their personal use. In the event that any such images of Home Instead Employees are released or
disclosed without Home Instead’s prior written consent, and in breach of this CCTV policy, Home Instead has the right to
immediately terminate the service with that client. Clients are further requested to confirm that any images of Home Instead
Employees, collected by a client’s (or client representative’s) CCTV equipment, will be permanently and irretrievably deleted from
any device or storage within 30 days, or immediately upon request by Home Instead and/or upon termination of the service with
that client.
Home Instead premises

Home Instead utilises CCTV systems and its associated monitoring and recording equipment as an added mode of security and
surveillance for its premises. The primary aim of CCTV monitoring is to deter theft and to assist in the protection and safety of the
Employees and the property and its associated equipment and materials. Monitoring will be conducted in a professional, ethical,
and legal manner.
Information obtained through video monitoring may only be accessed, processed and, when authorised, released in accordance
with applicable Data Protection laws and Home Instead’s Data Protection Policy.
Home Instead reserves the right to use CCTV data for disciplinary purposes where it becomes evident that an Employee has
behaved inappropriately. For confirmation on camera locations, please contact the local office. Signage will be erected in each
location in which a camera is located. The signage will include the name and contact details of the local office’s Privacy Champion.
Data Protection
All personal data recorded and stored by the CCTV system is governed by the General Data Protection Regulation and Data
Protection Acts 1988-2018. Under the General Data Protection Regulation and Data Protection Acts 1988-2018, a ‘Data
Controller’ is the individual or the legal person who controls and is responsible for the keeping and use of personal information in
manual files or in computerised form.
The Data Controller in respect of images recorded and stored by the CCTV system is Home Instead, represented by the local
Privacy Champion. Please contact the local office to speak with the Privacy Champion.
The personal data recorded and stored by the CCTV system will have restricted access; available only to the Privacy Champion
and management and will be used only for the purposes outlined within this policy.
Individuals whose images are recorded and stored by the CCTV system shall have the right to request and receive a copy of
personal data processed by the system. Such requests shall be made in writing to the Data Controller and shall be complied
within 1 month. Personal data recorded by the CCTV system shall be retained for a maximum of 28 days. Thereafter, it will be
deleted automatically. Should Employees have any queries in relation to this policy, they should contact their Manager.
Appendix 27: Leaving Home Instead

Purpose
It is the policy of this Organisation that all Employee’s terminating employment are required to provide adequate notice of their
departure in order to facilitate the Organisation to arrange cover for their position and to ensure a smooth handover of work.
Therefore, all Employees are required, as a minimum, to provide notice as per their statement of terms and conditions of
employment when terminating employment. In all cases notice must be confirmed in writing and submitted to the Employee’s
Manager.
Scope
Policy
If, for any reason, a member of staff decides to leave Home Instead, an exit interview may be carried out. All information
concerning their experiences will be kept and discussed on a confidential basis. The discussion will provide Home Instead with
information concerning the employee’s experience during their employment and if they had any suggested changes or ideas.
The Organisation is committed to provide notice as per the statement of terms and conditions of employment or the relevant
legislation, whichever the greater. In the case of summary dismissal for acts of gross misconduct, there is no obligation on the
Organisation to provide notice of termination or pay in lieu of notice.
The Organisation retains the right to pay in lieu of notice where deemed appropriate.
If you decide to leave the company, prior to retirement, the company requires prior notice in writing. The period of notice
required will be that, which is stated in your Contract of Employment. Alternatively, the period of notice will relate the provisions
of the Minimum Notice and Terms of Employment Acts, 1973 to 2001 while is linked to your length of service:
SERVICE NOTICE
Less than 13 weeks None
13 weeks – 2 years 1 week
2-5 years 2 weeks
5-10 years 4 weeks
10-15 years 6 weeks
15 years plus 8 weeks
All items provided to assist in your performance of the job remain the property of Home Instead Ireland at all times and must be
promptly returned in good condition on leaving. This includes keys, training materials, badges, marketing materials & collateral,
mobile phones, etc. All files, documentation and paperwork acquired during employment must also be returned.
The Employee will be paid their final pay as per normal payroll procedures. Final pay may include, where appropriate, payment in
lieu of annual leave not availed of during employment, or alternatively may include a deduction for annual leave taken without
having been accrued prior to departure. Where documents are to be posted to the Employee, it is important that the Employee
ensures that they leave up to date contact details with their Manager.
Summary
If there are any changes/amendments to this Staff Handbook, all members of staff will be notified in advance. This Company
Reserves the right to amend the terms and conditions of employment as outlined in this handbook.
Hopefully you will find this Handbook useful and informative. If there are any parts of this Handbook you do not understand, or
you have any further questions or require further information regarding your employment please do not hesitate to contact the
Management team. You are now a member of the Home Instead team.
You are employed because you are needed, because you are deemed to possess the necessary qualifications for your particular
job and because you appear to be the kind of person who will fit into our team and help make it even more successful. The
success of our business and therefore of our jobs depends upon the skill, care and effort which you put into your job every day.
Appendix 28: Complaints Policy

Introduction
Mission Statement:
Our mission is to enhance the lives of ageing adults and their families.
Home Instead operates a complaints policy to ensure that all our clients’ complaints are dealt with in a fair and courteous manner
and that problems are resolved as quickly and efficiently as possible.
Our Objectives:
• To comply with the legislation governing the complaints system as contained in Part 9 of the Health Act 2004 and Health Act
2004 (complaints) regulations 2006 (s.i.652 of 2006).
• To address reported client dissatisfaction, quickly, effectively and fairly.
• To ensure a fair and equitable resolution to the complaint.
• To keep you updated on the progress of your complaint.
• To retain client confidence and respect.
• Where appropriate, to update our procedures and introduce corrective actions to avoid re-occurrence of any problems
identified.
• To endeavour to achieve a situation where our client feels we have addressed their complaint. However, if he/she remains
unsatisfied with the outcome of our efforts, to ensure that he/she is notified of their right to refer the matter to the
Ombudsman.
Definition of a Complaint
(Definition as per the Health Act 2004) -
‘‘Complaint’’ means a complaint made under this Part about any action of the Executive or a Service Provider that — (a) it is
claimed, does not accord with fair or sound administrative practice, and adversely affects the person by whom or on whose
behalf the complaint is made.
Who Can Make a Complaint?

Any person who is being has been provided with a service from Home Instead may complain about an action that, it is claimed,
does not accord with fair and sound administrative practice, and adversely affects has affected that person.
How to Make a Complaint

Complaints can be made verbally, in writing or by email.
ADVOCACY - All complainants have the right to appoint an advocate i.e. family member or friend, who can assist them in making
the complaint and support them during the process.
An early opportunity to highlight issues can prevent problems arising, but if difficulties occur the following procedure must be
followed:
The Stages of the Complaints Management Process

Stage 1 – Local resolution of verbal complaints at point of contact (Informal)
Stage 2 – Local investigation of written and serious complaints (Formal)
Stage 3 – Review
Stage 4 – Independent Review (Ombudsman)
Procedures for Complaints

Stage 1
Local resolution of verbal complaints at point of contact (Informal).
The recipient of the complaint, usually the Business Owner / Managing Director / Client Care Co-ordinator, will assess
and deal with complaints that are received verbally and consider whether informal resolution is appropriate.
• People wishing to make a complaint should contact their local Home Instead office and speak to and/or meet with the Client
Care Co-ordinator, or Business Owner / Managing Director to discuss and hopefully resolve the matter.
• Home Instead has a Complaint Form available to any person on request. (Please see example addendum on page 7 of this
document).
• If a person is still unhappy after Stage 1 then they may make a formal written complaint (Stage 2).
Stage 2
Local investigation of written and serious complaints (Formal).
Formal written complaints will be directed to the local office Business Owner / Managing Director who will assess
written complaints and consider whether informal resolution is appropriate.
If not, they will carry out a formal investigation, complete a report and may make recommendations.
• Should a person still feel the matter is unresolved after Stage 1, then the complaint must be put in writing to the Business
Owner / Managing Director of the relevant Home Instead office. The Complainant must provide full details of the complaint
and where details are submitted verbally, it must be followed by a signed written statement. Please refer to our website for a
full list of Business Owners / Managing Directors: HomeInstead.ie
• A written acknowledgment of receipt of the complaint from the local office will be sent to the Complainant within five working
days of receipt. The Business Owner / Managing Director will investigate and review the complaint and send a reply within 30
working days of the receipt of the complaint. Where it is not possible to meet this target, the Complainant will be informed of
any delay and will continue to be kept informed until a formal response and/or investigation report can be provided.
• Within 30 working days, the Business Owner / Managing Director will write to the Complainant with a copy of the final report
detailing their Recommendation Action Plan.
• Where a proposed recommendation would require or cause Home Instead to make a material amendment to the approved
HSE care plan, the Business Owner / Managing Director will factor this into any Recommendation Action Plan, and may seek
alternative measures instead. The Business Owner / Managing Director must give the reasons for their decisions.
• The Business Owner / Managing Director must put an action plan in place for the implementation of the recommendations of
the investigation. The action plan, persons responsible and timeframes are to be identified and recorded.
• If a complaint relates to a member of staff, the staff member will be informed that a formal complaint has been made and be
given the full details. In cases of complaints received about a CAREGiver’s performance, workers will not be reassigned until
the matter is resolved.
• Where the complaint involves the welfare or safeguarding of a person the information will be escalated through the
appropriate channels and where necessary, may be transmitted to the HSE and/or TUSLA.
• Confidentiality is of the utmost importance when dealing with complaints and comments.
• Where a Complainant has requested a review of the outcome of the investigation, the Business Owner / Managing Director
will suspend the implementation of a recommendation and will notify the Complainant of this suspension.
• If after a period of time recommendations made are not implemented and the Complainant is dissatisfied, they should
escalate the complaint to the next stage.
Stage 3
Review Process
A Complainant can seek a review of their complaint following investigation by the local Home Instead office. If the Complainant
remains dissatisfied with the formal response or investigation report, a request for review must be addressed in writing to the
Business Owner / Managing Director within 30 working days of receiving the Stage 2 formal response and/or investigation report
from the local Home Instead office.
The review will be undertaken by two senior persons from the local Home Instead office, who have not taken part in the
complaint process up until this stage (the ‘Review Officers’). The local office may delegate this review to one or more senior
persons from Home Instead Franchising Limited (Home Instead National Office), if and when necessary.
The Review Officers’ functions are two-fold:
i. Determine the appropriateness of a recommendation made by the local office, having regard to the two elements:
a. All aspects of the complaint
b. The investigation of the complaint
ii. Having determined the appropriateness of the formal response and/or investigation report at Stage 2, either uphold it, vary
it, or issue a new recommendation if they consider it appropriate to do so.
Implementation of Recommendations made by Review Officers
• Within 30 working days of receiving the request for review, the Review Officers will write to the Complainant and the local
office either upholding or varying it, or replacing it with a new recommendation if they consider it appropriate to do so. The
Complainant will receive a copy of the final report which includes the recommendations, if any.
• Where the implementation of the Review Officers’ recommendation would require or cause Home Instead to make a material
amendment to the approved HSE care plan, the Business Owner / Managing Director may amend or reject the
recommendation or seek alternative measures.
• Where the Business Owner / Managing Director chooses to amend or reject the recommendation or where alternative
measures are being taken, the Business Owner / Managing Director must give the reasons for their decisions.
• The Business Owner / Managing Director must put an action plan in place for the implementation of the recommendations
from the Review Officers. The action plan, persons responsible and timeframes are to be identified and recorded.
• Where appropriate, the local office will implement the Review Officers’ recommendations as soon as is reasonably practicable
and will communicate the proposed time frame for implementation to the Complainant.
• Where the subject matter of the complaint relates to a service provided by Home Instead on behalf of the Health Service
Executive (HSE), the relevant HSE local personnel will be notified of the complaint and the final outcome.
Stage 4
Independent Review (Ombudsman).
Nothing in this Part prohibits or prevents any person who is dissatisfied with a recommendation made, or step taken in response
to a complaint under this Part, or with a review under this Part, from referring the complaint to the Ombudsman or the
Ombudsman for Children. Their contact details are as follows:
Office of the Ombudsman Ombudsman for Children’s Office

6 Earlsfort Terrace, Dublin 2, DO2W773. Millennium House
Tel: 01-639 5600 52-56 Great Strand Street
Lo-call: 1890 223030 Dublin 1
Fax: (01) 639 5674 Tel: 01-8656800
Principles Governing the Investigation Process

The investigation will be conducted thoroughly and objectively with due respect for the rights of the complainant and the rights of
the service/staff members to be treated in accordance with the principles of natural justice.
The Business Owner / Managing Director and / or Review Officers will have the necessary expertise to conduct an investigation
impartially and expeditiously. Where appropriate, the Business Owner / Managing Director and / or Review Officers may request
appropriately qualified persons to carry out clinical assessments, validation exercises etc.
Confidentiality will be maintained throughout the investigation to the greatest extent consistent with the requirements of fair
investigation.
A written record will be kept of all meetings and treated in the strictest confidence.
The Business Owner / Managing Director and / or Review Officers may interview any person who they feel can assist with the
investigation. Staff are obliged to co-operate fully with the investigation process and will be fully supported throughout the
process.
Staff who participate in the investigation process will be required to respect the privacy of the parties involved by refraining from
discussing the matter with other work colleagues or persons outside the organisation.
It will be considered a disciplinary offence to intimidate or exert pressure on any person who may be required to attend as a
witness, or to attempt to obstruct the investigation process in any way.
Time Frames Following Receipt of a Complaint

• A Business Owner / Managing Director will endeavour to investigate and conclude the investigation of a written complaint and
issue a formal response and/or investigation report to the Complainant, within 30 working days of acknowledging receipt of
the written complaint.
• If and where a written complaint will not be investigated or reviewed, the Business Owner / Managing Director will inform the
Complainant in writing within 5 working days of acknowledging receipt of the written complaint, and will set out the reasons
for it not being investigated.
• Where a written complaint cannot be investigated, or if a formal response / investigation report cannot be issued within 30
working days’ of acknowledging receipt of the written complaint, then the Business Owner / Managing Director must
communicate this to the Complainant within those 30 working days, and provide an indication of the additional time required
to conclude the investigation or to issue a formal response/investigation report.
• Where the 30 working days time frame cannot be met despite every best effort, the Business Owner / Managing Director will
endeavour to conclude the investigation within 6 months of acknowledging receipt of the written complaint.
• If this extended time frame cannot be met, the Business Owner / Managing Director must inform the Complainant that the
investigation is taking longer than 6 months, provide an explanation for the delay and outline the options open to the
Complainant. The Business Owner/Managing Director should encourage the Complainant to await the outcome of the Home
Instead complaints process, while informing them that they may seek a review of their complaint by the Ombudsman /
Ombudsman for Children, as appropriate.
• The Business Owner / Managing Director must update the Complainant every 20 working days during the complaints process.
Time Limits for Making a Complaint

The Business Owner / Managing Director must determine if the complaint, meets the time frames as set out in Section 47, Part 9
of the Health Act 2004 which requires that:
• A complaint must be made within 12 months of the date of the action giving rise to the complaint, or within 12 months of the
complainant becoming aware of the action giving rise to the complaint.
• The Business Owner / Managing Director may extend the time limit for making a complaint if, in the opinion of the Business
Owner / Managing Director, special circumstances make it appropriate to do so.
• These special circumstances include but are not limited to the following:
• If the Complainant is ill or bereaved.
• If the new relevant, significant and verifiable information relating to the action becomes available to the Complainant.
• If it is considered in the public interest to investigate the complaint.
• If the complaint concerns an issue of such seriousness that it cannot be ignored.
• If there is diminished capacity of the service user at the time of the experience e.g. mental health, critical/ long-term illness.
• Where extensive support was required to make the complaint, and this took longer than 12 months.
A Business Owner / Managing Director must notify the complainant of decision to extend / not extend time limits within 5 working
days.
Matters Excluded (As per Part 9 of the Health Act)

48.– (1) A person is not entitled to make a complaint about any of the following matters:
(a) a matter that is or has been the subject of legal proceedings before a court or tribunal;
(b) a matter relating solely to the exercise of clinical judgment by a person acting on behalf of either the Executive or the
Home Instead office;
(c) an action taken by the Executive or the Home Instead office solely on the advice of a person exercising clinical
judgment in the circumstances described in paragraph (b);
(d) a matter relating to the recruitment or appointment of an employee by the Executive or a Home Instead office;
(e) a matter relating to or affecting the terms or conditions of a contract of employment that the Executive or the local
Home Instead office proposes to enter into, or of a contract with an adviser that the Executive proposes to enter into
under section 24;
(f) a matter relating to the Social Welfare Acts;
(g) a matter that could be the subject of an appeal under section 60 of the Civil Registration Act 2004;
(h) a matter that could prejudice an investigation being undertaken by the Garda Síochána;
(i) a matter that has been brought before any other complaints procedure established under an enactment.
Vexatious Complaints
The Business Owner / Managing Director may not investigate a complaint for various reasons for example if a complaint is
vexatious e.g. someone complaining that other people were sitting in their chair (there is no allocated seating).
We will endeavour to maintain an effective complaints procedure which offers a range of timely and appropriate remedies to
enhance the quality of service to our clients. The Business Owner / Managing Director will endeavour to make recommendations
designed to resolve the complaint, and to ensure effective quality improvements.
Refusal to Investigate or Further Investigate Complaints

(1) A Business Owner / Managing Director shall not investigate a complaint if –
(a) the person who made the complaint is not entitled under section 46 to do so, either on the person’s own behalf or on
behalf of another.
(b) the complaint is made after the expiry of the period specified in section 47(2) or any extension of that period allowed
under section 47(3).
(2) A Business Owner / Managing Director may decide not to investigate or further investigate an action to which a complaint
relates if, after carrying out a preliminary investigation into the action or after proceeding to investigate such action, that
officer –
(a) is of the opinion that –
1. the complaint does not disclose a ground of complaint provided for in section 46,
2. the subject-matter of the complaint is excluded by section 48,
3. the subject-matter of the complaint is trivial, or
4. the complaint is vexatious or not made in good faith,
or
(b) is satisfied that the complaint has been resolved.
(3) A Business Owner / Managing Director as soon as is practicable after determining that he or she is prohibited by subsection
(1) from investigating a complaint or after deciding under subsection (2) not to investigate or further investigate a complaint,
inform the Complainant in writing of the determination or decision and the reasons for it.
Redress
An effective complaints system which offers a range of timely and appropriate remedies will enhance the quality of service to the
consumers of the HSE. It will have a positive effect on staff morale and improve the HSE’s relations with the public. It will also
provide useful feedback to the HSE and enable it to review current procedures and systems which may be giving rise to
complaints. Redress should be consistent and fair for both the Complainant and the service against which the complaint was
made. The HSE or Home Instead as the provider should offer forms of redress or responses that are appropriate and reasonable
where it has been established that a measurable loss, detriment, or disadvantage was suffered or sustained by the claimant
personally. This redress could include:
• Apology
• Explanation
• Refund (n/a where care is funded by HSE)
• Admission of fault
• Change of decision
• Replacement
• Repair / rework
• Correction of misleading or incorrect records
• Technical or financial assistance
• Recommendation to make a change to a relevant policy or law
• A waiver of debt
Home Instead may not, following the investigation of a complaint, make a recommendation: The implementation of which would
require or cause –
a) the HSE to make a material amendment to its approved service plan, or
b) a local office and the HSE to make a material amendment to an arrangement under section 38.
If, in the opinion of the HSE, such a recommendation is made, Home Instead shall either –
(a) amend the recommendation accordingly, or
(b) take such measures to remedy, mitigate or alter the adverse effect of the matter to which the complaint relates if and to the
extend of remedy falls within the remit of Home Instead.
Monitoring and Evaluation

All complaints must be recorded in the complaints register in each local Home Instead office. Home Instead monitors and
evaluates complaints on a regular basis and seeks to make ongoing improvements.
Home Instead will submit details to the HSE as required in accordance with the HSE Tender 2018 and as required to be included
in reports submitted to the CHO Quality & Patient Safety Officer.
Please contact Home Instead National Office or further guidance on this matter.
Submissions to the HSE Tender 2018

In acordance with the HSE Tender 2018, Home Instead must provide (no less than quarterly) the HSE with a general report on the
complaints received by the approved Home Instead local offices during the previous year indicating:
• The total number of complaints received
• The nature of the complaints
• The number of complaints resolved by informal means
• The outcome of any investigations into the complaints
Where a serious complaint is made, Home Instead will ensure that the local CHO Officer or PHN will be made aware immediately
of same, without delay.
Policy
Home Instead treats all complaints received seriously and we have a Complaints Procedure in place which will be followed by
management within each Home Instead office.
If you wish to make a complaint, please contact your local Home Instead office by phone, email or please fill in the information
below and return it to us.
Date Reported: ______________________________________________________ Date of Incident: ________________________________________________
Name of Person issuing Complaint (Complainant): _____________________________________________________________________________________
Relationship to Client: ___________________________________________________________________________________________________________________
Ph:____________________________________________________________________ Email: ___________________________________________________________
Details of Complaint: (please add additional pages if required to document your complaint)
___________________________________________________________________________________________________________________________________________
___________________________________________________________________________________________________________________________________________
___________________________________________________________________________________________________________________________________________
___________________________________________________________________________________________________________________________________________
For Office Use Only
Complaint received by: __________________________________________________________________________________________________________________
Passed to: ____________________________________________________________ (Business Owner / Managing Director) Date: __________________
Immediate Action taken: ________________________________________________________________________________________________________________
___________________________________________________________________________________________________________________________________________
Cause of Problem: _______________________________________________________________________________________________________________________
___________________________________________________________________________________________________________________________________________
Action Taken to Prevent Recurrence: ___________________________________________________________________________________________________
____________________________________________________________________________________________________________________________________________
All Actions Completed? Yes No
Reported to HSE / PHN (if applicable) Name: _______________________________________ Date / Time: ____________________________________
Reported to Family / Primary Carer Name: _________________________________________ Date / Time: ____________________________________
Completed by (Signature): ___________________________________________________________ Date: _ __________________________________________
Thank you for bringing your concern to our attention
Appendix 29: Violence at Work Policy

Purpose
The purpose of this policy is to outline Home Instead’s® policy in relation violence in the workplace.
Scope
This policy applies to all Management, Key Players and CAREGiversSM in Home Instead.
Policy
Workplace violence occurs where people, in the course of their Employment, are aggressively verbally abused, threatened or
physically assaulted.
Under the Safety, Health and Welfare at Work, Employers are under an obligation to create a safe work environment for all
Employees. For this reason, Home Instead does not tolerate workplace violence.
Procedure
Employees have a responsibility not to endanger themselves or any other person they may reasonably be expected to come in
contact within the course of their Employment.
Where there is a suspected incident of violence at work, this will be investigated in accordance with the Home Instead’s® normal
disciplinary procedures.
Violence at work is considered gross misconduct and may result in summary dismissal.
Where an act of violence has occurred, Home Instead will report the incident to the Health and Safety Authority on the IR1 form,
where appropriate and will also store a copy of the report internally.
Employees who wish to make a complaint in relation to violence at work can do so under the Home Instead’s normal grievance
procedure.
Risk Assessment and Risk Management

It is important to note that incidents which occur within the context of service provision involve a broad range of contributory
factors and influences. These factors involve a process of complex interactions between:
• Service users and others
• Employees
• The interaction taking place
• The physical and service environment in which the interaction takes place.
Managers must ensure that appropriate risk management systems are in place to manage the systematic identification,
evaluation and management of risk. This continuous process must aim to reduce the risks to Home Instead and individuals.
Managers must ensure that all work activities are subjected to hazard identification and risk assessment(s) and that agreed
control measures are put in place to eliminate those hazards or reduce the risk so far as reasonably practicable. Control
measures should be reviewed periodically to ensure they are satisfactory. All foreseeable hazards and risks associated with work
related aggression and violence must be methodically assessed in all settings in which there is a potential for such incidents.
These must be documented in line with existing risk assessment and management procedures. This should include any practice
concerns and take into account health & safety audits and risk management data and the legislative and policy frameworks.
Assessments must be conducted by competent persons and should consider potential contributory factors as outlined above,
including service users; Employees; interactions occurring and environmental variables as relevant to the particular setting.
These assessments should take into account the significant variations of risks between and within services including verbal and
physical aggression. Employees may be mobile (providing services in a number of locations/settings) or static (providing services
in one location/setting only) and therefore, the risk associated with both of these factors should be reflected in the local risk
assessment.
To assist in the hazard identification and risk assessment process, Employees must be consulted to ensure comprehensive
identification of potential risks. It is essential in instances where work-related aggression and/or violence are identified as
foreseeable, that the risk assessment explicitly outlines the control measures required. It should identify those responsible for
implementation and communication of these control measures and their ongoing monitoring, audit and review. Any changes in
practice should be monitored to ensure that the changes are being adhered to and that the changes adequately control the risks
identified.
The completed risk assessment and required actions should be communicated to all Employees. Where relevant information
exists about a service user (for example, previous incidents of aggression) there should be an appropriate flow of information to
and from other services/outside teams through record sharing protocols, in accordance with Data Protection legislation.
Responsibilities
Employees are responsible for:
• Taking due care of their own safety, health and welfare and that of others
• Adhering to and applying this Policy, local procedures and safe systems of work and any associated risk assessments and
controls.
• Utilising preventive measures and strategies provided to minimise risks that might compromise their safety e.g., emergency
response procedures on Lone Working.
• Being familiar with local procedures for raising the alarm and securing assistance in the event that their safety, or that of
others under their care, is compromised.
• Reporting risks or concerns identified and all incidents of work-related aggression and violence
• Undertaking relevant education and training and as appropriate; undergo such assessment as may reasonably be required by
his or her employer or as may be prescribed relating to safety health and welfare at work relating to the work carried out by
the Employee.
• Acting in accordance with any training or instruction and/or other items provided for his/her protection.
• Informing the employer of shortcomings or risks of which they become aware.
Managers are responsible for:

• Ensuring that this policy and related procedures are communicated to all Employees
• Empowering Employees within their area of responsibility to take ownership of management of aggression and violence and
to promote best practice in the management of this risk
• Carrying out a suitable and sufficient risk assessment in consultation with Employees, thus ensuring that all hazards
associated with work related aggression and violence are identified and appropriate control measures introduced to
eliminate, minimise, or control the risks.
• Ensuring risk assessments and associated controls are monitored, reviewed and updated on a regular basis.
• Ensuring appropriate procedures and safe systems of work are in place to avoid/minimise associated risks so far as is
reasonably practicable.
• Ensuring that Employees identified as being at risk are given appropriate training based on training needs assessments, so far
as is reasonably practicable on how to recognise, prevent and manage work related aggression and violence.
• Supervising and monitoring of practices in relation to the management of aggression and violence.
• Ensure all accidents, incidents and near misses are reported to the Home Instead.
• Providing appropriate support and ensuring the availability of additional supports e.g. notification to Gardai to those who may
encounter incidents of work related aggression and violence.
Appendix 30: Lone Worker Policy

Introduction
Home Instead have an obligation to comply with the requirements of the Safety, Health and Welfare at Work Act 2005 and the
relevant statutory regulations for Lone Workers.
Scope
This policy covers everyone that is employed by Home Instead who is exposed to lone working conditions. It also applies to
participating independent contractors and their employed staff.
Policy statement
• Home Instead is committed to ensuring, so far as is reasonably practicable, the personal safety of its employees.
• It should be clearly understood by all concerned that in any situation, the reduction of risk and avoidance of potentially
dangerous incidents is of paramount importance.
• Where visitors or clients are involved, the emphasis must be on safeguarding them from harm, even in cases where they
contribute to the disturbance.
• Each local office is required to undertake a risk assessment and produce their own procedures to assist employees in the
local environment.
Definition of a Lone Worker

Home Instead defines a Lone Worker as someone who works by themselves without close or direct supervision. This is often the
case with our CAREGiversSM and Quality Assurance staff, who are working in the community and visiting people in their homes.
Duties & Responsibilities

Health & Safety Officer
• Shall have overall responsibility for ensuring compliance with Health and Safety legislation.
• Shall ensure that this policy is reviewed every year and also in the light of any changes in working practice and/or changes in
statutory legislation and/or an incident occurs that requires improvement and /or the risk assessments identify significant
risks that are not already addressed.
• Shall ensure that adequate resources are made available to implement the policy and carry out any remedial action or
amendments to this policy.
Management/Quality Team Responsibilities

• Shall ensure that risk assessments are carried out and actions are implemented to reduce the risks.
• Shall ensure that risks to be assessed during the process include, but are not limited to; Violence and aggression, Isolated
areas/difficult terrain, sudden illness, building condition, substances hazardous to health, animals, vehicle breakdowns,
weather hazards.
• Shall as legally required, liaise with third parties to ensure the safety of employees when working in a client’s home.
• Shall respond to any request for remedial action to minimise risk following an assessment, audit or inspection, e.g.
procurement of equipment, or changes to working practice where it will reduce the risk of injury or ill health
• Shall review operations to identify situations where employees may be exposed to foreseeable risks.
• Shall conduct risk assessments and implement controls, reviewing their effectiveness at intervals, not exceeding 12 months,
or when a significant change in circumstances occurs and following any incident.
• Shall establish clear procedures to set limits as to what can and cannot be done whilst working alone, and where appropriate,
when to stop work and seek advice.
• Shall ensure that lone workers are fit for the full range of duties their position requires, before commencement of service.
• Shall ensure that lone workers receive appropriate support, when necessary, from Occupational Health through management
referral e.g. counselling
• Shall when planning changes in service provision take account of possible risks to safety and make arrangements for their
avoidance or control.
• Shall monitor reports of incidents or near-misses to ensure that correct action is taken to prevent a recurrence.
• Shall ensure employees receive appropriate training.
• Ensure systems are in place to identify and take action to contact and locate staff that have failed to show up for a shift on
time or return at the expected time.
• Raise the appropriate level of alert and inform the Manager on call if a staff member cannot be contacted or located within
the expected time of contact or return.
• If the employee cannot be located, contact the police.
Supervision
• Although lone workers cannot be subject to constant supervision, it is still an employer’s duty to ensure their health and
safety at work.
• Supervision can help to ensure that employees understand the risks associated with their work and that the necessary safety
precautions are carried out.
• The level of supervision required is a management decision, which should be based on the findings of risk assessments. The
higher the risk, the greater the level of supervision required e.g. a line manager may arrange for the lone worker to contact
the office at regular intervals throughout the shift or for the lone worker to utilise the telemonitoring system.
• It should not be left to the lone worker to decide whether they require supervision or assistance.
Safe Working Arrangements

• Establishing safe working arrangements for lone workers is no different from organising the safety of other employees,
visitors etc. Lone workers should not be exposed to significantly higher risks than others who work together.
• Precautions should take account of normal working conditions and emergency situations e.g. fire, equipment failure, illness
and accidents.
• When considering safe working arrangements managers will follow a process based on the following;
• Assessment of the seriousness of the risk
• Avoidance of the risk
• Control of the risk to the greatest possible degree
• Provision of Control Measures e.g. Access to Mobile Phone (at all times), Personal Protective Equipment (PPE), Security
Equipment, first aid facilities, training, code words for potential violent situations, automatic warning devices (panic alarms)
Incidents can have a detrimental effect on the individual. Managers must ensure that employees are properly cared for after such
incidents. Even those employees not directly affected can be subject to anxiety and concern. It is important that all employees are
informed of the basic details and any counter measures as soon as possible.
Both managers and staff have a responsibility to ensure working arrangements are as safe as possible. The emergency number
allows for two way communication whenever possible.
Employees Responsibilities
• Employees must take reasonable care for their own safety and not expose themselves to unnecessary risk.
• Employees must report to their managers any unsafe or potentially unsafe situations, and to report incidents of violence,
aggression or threats using the incident reporting procedure.
• Consider the potential risks associated with lone working and understand their responsibility to follow any specified
procedures laid down.
• Shall report to their manager any problems whilst working alone.
• Shall take reasonable care of themselves and other people, when fulfilling the duties of their work and co-operate with their
employers in meeting their obligations.
• Shall be personally accountable for their actions and responsible for ensuring they comply with the agreed procedure.
• Shall report any medical conditions to their Managers, which may increase the risk to the individual while working alone, for
example; diabetes, epilepsy or a condition that may lead to seizures etc.
• Shall report any therapeutic drug use (prescribed or over the counter) that affects their capacity to properly carry out job
duties or creates a danger to himself/herself or others in the work place, for example, a medication that may cause
drowsiness.
Lone workers – Office, Client’s Home or other work based location

Where there is a situation where members of staff are in a lone working scenario, they should where possible ensure all of the
following items (as appropriate) are adhered to:
• Ensure that you have control of the access to the building/room/home.
• Lock yourself in, whilst ensuring you can get out quickly if necessary.
• Only give access to others if you are sure you know who they are.
• Check on and ensure you understand your emergency escape route from the building e.g. fire doors, access windows.
• Check your access to a telephone.
• Arrange for someone to ring you at a predetermined time to check that you are all right.
• Let friends/family know where you are and when to expect you home.
• Keep valuables – handbags, suitcases, equipment etc. out of sight.
• If you are assaulted or threatened contact the Police immediately on 999.
• If you are verbally abused or receive indecent telephone calls report the matter immediately.
• Try to plan appointments etc. so that other people are in the building with you and you are not alone.
Lone Workers undertaking Home Visits and Travelling

Where members of staff are in a lone working scenario undertaking home visits or travelling, they should where possible ensure
all of the following items (as appropriate) are adhered to:
• Plan your route in advance. Avoid having to stop to check maps etc.
• Try to visit in daylight or with someone else.
• CAREGiversSM stick to scheduled times and QA’s pre-arrange visits whenever possible.
• If on arrival at a client’s home, you come across an unexpected situation, that concerns you, leave and call the office
immediately.
• You should never enter a house if you feel suspicious. Call the office immediately.
• if strangers call to the client’s home, remain alert and use door chains/security measures where possible. Do not allow an
• individual entry into the clients home without prior authorisation from the office and client/family members. Ask the caller for
photographic identification as necessary and call the company they work for to confirm their identification.
• If a visit takes significantly longer than planned, make contact with the office to update them.
• Domestic pets and other animals can present problems. If you feel unsure or unsafe, call the office immediately or if feasible
ask the client/family members to move them to another room/place during your visit. Keep car doors locked when travelling
(If you were unfortunate enough to be involved in an accident, the emergency services will have no problem opening your car
to rescue you).
• Keep valuables etc. out of sight in the car, ideally locked in the boot.
• Try to park in open, well-lit places.
• If someone approaches you when you are stopped lock all doors. Open your window a fraction to allow conversation. Only
offer to help if you are sure the situation is genuine.
• When returning to your car, have the key ready and enter quickly. Lock the doors as a routine.
• Avoid walking in isolated or poorly lit places whenever possible.
Training / Support
• All staff will be made aware of this policy during their induction.
• Should anyone require support, advice or guidance on any element outlines in this policy they should speak to their Manager.
Appendix 31: Code of Conduct Policy

Purpose
The Code of Conduct sets out a clear framework and policy which defines how employees are expected to carry out their duties
with Home Instead. It sets out the framework which should govern the behaviour of employees and is aligned the values of
Home Instead. Therefore, it is essential that all employees conduct themselves and all activities, to the highest standard possible.
Scope
This policy applies to all Employees in carrying out the duties of their role both in and outside of working hours
Policy
Mission Statement: To enhance the lives of ageing adults and their families.
Our Values: To treat each other with dignity and respect

To encourage growth in ourselves and others
To continually build value in our service to others.
1.0 General Conduct and Behaviour

Home Instead expects all employees to adhere to the core principles and behaviours laid out in this policy both in work and
outside of work. As a representative of Home Instead I agree to the carry out all activities for Home Instead in line with the
following principles and standards:
1. I represent Home Instead in a responsible and professional manner and will not engage in conduct that may put the
organisation’s reputation in the community at risk.
i. I will be true to Home Instead’s Values in carrying out all activities related to my role.
2. I will make decisions in a transparent, fair, and equitable manner, and take responsibility for decisions taken and for
following through on commitments made.
3. I will present to work in a fit and proper state and abide by the Drug and Alcohol Policy.
4. I will not become involved in activities that may put the Home Instead brand or my employment at risk including criminal or
other illegal activity and I will notify management immediately if I am accused or charged with a criminal offence.
5. I will respond promptly, confidentially and without prejudice to concerns raised during business or my employment.
6. I will not display any unprofessional driving behaviour while driving in a work-related situation.
7. I will disclose and discuss with our managers any medical or other issue that might impact on our ability to competently
perform our duties.
8. I will be honest in every interaction when dealing with money, assets, claims, credit cards and people.
9. I will maintain confidentiality and do not disclose information in breach of privacy laws, policy, or direction.
10. I will embrace diversity, welcome feedback, seek fairness and have a heart for those we support.
11. I will take the initiative to reconcile known grievances and any conflicts within the workplace (with any colleague, client or
external party).
12. I will not undertake any form of violence within the workplace environment (vehicle, client’s premises, travel, events, office,
etc)
13. I will not engage in or encourage rumours, discrimination, harassment, bullying or intimidation and we report any such
behaviour.
14. I will not solicit gifts directly or indirectly.
15. will cooperate with all all-recruitment processes and provide honest information and up to date information and evidence
if required.
16. I will represent Home Instead professionally on social media channels and will not express my own opinions or views.
17. I will refrain from misuse of company property.
18. I will refrain from any form of bullying, harassment, sexual harassment, abuse and victimisation or in any way infringe the
rights of others by acting fairly, honestly and treating others with dignity and respect.
19. I will comply with the procedures outlined in all of Home Instead’s policies and procedures while carrying out the duties of
my role.
20. I will immediately report any suspected breaches of Home Instead’s Policy, applicable laws, regulations, and this Code of
Conduct to a member of management. This reporting should normally be made initially through standard management
channels, beginning with immediate supervisor or manager.
21. I will comply with all relevant Health & Safety Policy & Procedures and I will immediately report workplace accidents, injuries,
illnesses, and unsafe conditions to your supervisor to ensure prompt medical attention (if necessary), help prevent future
incidents, and ensure timely regulatory reporting (if required).
Related Documents
This list is not exhaustive, but the following are relevant documents for the Code of Conduct.
• Caregivers Employee Handbook
• Key Players Employee Handbook
• Double Employment Policy
• Drug & Alcohol Policy
• Employee Use of Social Media Policy
• Client Confidentiality & Data Protection Policy
• Tips, Gifts and Bequests Policy
• Dignity at Work Policy
• Health & Safety Policy
• Safeguarding Vulnerable Persons at risk of abuse Policy
• Child Protection Policy & Procedures.
Appendix 32: Safeguarding Vulnerable Persons at

Risk of Abuse Policy
Purpose
The purpose of this policy is to make sure that we put practices in place to promote and uphold the rights of all clients in our
services and to manage any allegations of abuse. We take a No Tolerance approach to abuse and aim to ensure that abuse
never happens in our services.
Scope
This policy applies to all staff who work for Home Instead.
Definitions
A Vulnerable Person can be defined as an adult aged 18 or over who may, because of limitations in capacity, be unable to protect
himself/herself against harm or exploitation and/or be unable to tell others when abuse occurs.
Abuse may be defined as any act, or failure to act, which results in a breach of a vulnerable person’s human rights, civil liberties,
physical and mental integrity, dignity or general well-being, whether intended or through negligence, including sexual
relationships or financial transactions to which the person does not or cannot validly consent, or which are deliberately
exploitative. Abuse may take a variety of forms. This definition excludes self-neglect which is an inability or unwillingness to
provide for oneself. The HSE has developed a separate policy to manage cases of self-neglect, see section 3 ‘Safeguarding
Vulnerable Persons at Risk of Abuse National Policy & Procedures 2014’ – (www.hse.ie/eng/staff/Resources/hrppg/va.html).
Types of Abuse
Physical abuse includes hitting, slapping, pushing, kicking, and misuse of medication, restraint or inappropriate sanctions.
Sexual abuse includes rape and sexual assault, or sexual acts to which the vulnerable person has not consented, or could not
consent, or into which he or she was forced to consent.
Psychological abuse includes emotional abuse, threats of harm or abandonment, isolation, humiliation, blaming, controlling,
intimidation, coercion, harassment, verbal abuse, isolation or withdrawal from services or supportive networks.
Financial or material abuse includes theft, fraud, exploitation, pressure in connection with wills, property, inheritance or
financial transactions, or the misuse or misappropriation of property, possessions, or benefits.
Neglect and acts of omission includes ignoring medical or physical care needs, failure to provide access to appropriate health,
social care or educational services, the withholding of the necessities of life such as medication, adequate nutrition and heating.
Discriminatory abuse includes ageism, racism, sexism, abuse based on a person's disability, and other forms of harassment,
insults or similar mistreatment.
Policy
A concern regarding a vulnerable adult may come to light in a number of ways. It can be through direct observation, disclosure,
reported anonymously or arise as a complaint. It can also come to light through the Home Insteads Whistleblowing Policy.
Regardless of how the concern comes to light the staff member must take immediate steps in response to this concern.
(Procedures outlined in Appendix 1).
Immediate Protection
1. The welfare and safety of the vulnerable adult is the primary consideration. The staff member must take immediate action to
safeguard anyone at immediate risk of harm including seeking medical assistance or the assistance of An Garda Síochána, if
deemed appropriate. Where there is concern that a serious criminal offence may have taken place, or may be about to be
committed, contact An Garda Síochána immediately. (Please see Appendix 2).
2. Report & record. As soon as possible on the same day report the concern to your manager on duty or Designated Officer in
your Home Instead Office. Make a detailed written record of what you have seen, been told or have concerns about and who
you reported it to.
3. The Designated Officer must report the concern to the Safeguarding team (HSE) within three working days after the concern
has been reported to them.
4. If a concern arises in relation to children the Designated Officer must notify Tusla immediately. Please see child protection
Policy for further details.
5. Preliminary screening. The manager is responsible for ensuring the preliminary screening takes place. The process is led
by the Designated Officer and completed within three working days. This screening is to establish if an abusive act could have
occurred and whether there are reasonable grounds for concern. Where a concern involves a staff member then the HSE
policies for Managing Allegations of Abuse against Staff Members will be followed (HSE Trust in Care) – (www.hse.ie/eng/staff/
Resources/hrppg/va.html) The outcome of the preliminary screening can be:
• No grounds for reasonable concerns exist
• Additional information required (this should be specified)
• Reasonable grounds for concern exist.

(Please See Appendix 3 & 4)
6. The Safeguarding Plan. If reasonable grounds for concern exist then a safeguarding plan must be developed to address the
concerns. The outcome of the preliminary screening must be notified to the HSE’s Safeguarding Team and the safeguarding
plan must be agreed with that team. The safeguarding plan will be updated as necessary and reviewed on an agreed
timescale. When the risk of abuse or neglect has been removed the safeguarding plan can be closed, in agreement with
HSE’s Safeguarding Team.
ROLES & RESPONSILBITIES

Key to the successful safeguarding of vulnerable persons is an open culture with a genuinely person-centered approach to care
support, underpinned by a zero-tolerance policy towards abuse and neglect. It is important that service providers create and
nurture an open culture where people can feel safe to raise concerns. The importance of good leadership and modeling good
practice is essential in determining the culture of services.
It is the responsibility of Home Instead to ensure that:
• An induction process is in place to ensure that newly recruited staff read, understand, and accept the Safeguarding
Vulnerable Persons at Risk of Abuse Policy and Procedures.
• Appropriate supervision, support, training, assistance and advice is provided for staff in the operation of the Safeguarding
Vulnerable Persons at Risk of Abuse policy and procedures.
• An appropriate number of Designated Officers are in place to ensure that all protection issues are dealt with in a timely
manner. These DO’s are supported by the Lead Safeguarding Officer.
• A system is in place to centrally log, manage, and collate all safeguarding issues.
• A system is in place for senior management to continuously monitor safeguarding needs so that they can match these needs
with training plans.
• Copies of this policy and procedures are available in an accessible format for all who use our services and for their advocates.
• Protect all people in our services and report any suspected allegations/incidents of abuse to their manager.
• Know where you can get help and support.
• Staff can also refer Home Insteads Whistleblowing Policy.
• Know the process for taking a disclosure/concern
• Know that all concerns or allegations of abuse must be reported to the manager, regardless of the source or date of
occurrence (retrospective & historic abuse). Staff may receive anonymous allegations of abuse and these must be reported
and assessed. However the quality and nature of information available in anonymous referrals may impact on the capacity to
assess and respond appropriately. A retrospective allegation may require a notification to Tusla and this can be discussed
with manager or Designated Officer.
• Attend training in protecting vulnerable adults.
Senior Management
Home Instead protects the dignity and welfare of people who use our services and support staff through the following measures:
• Ensure insofar as is reasonably practicable that sufficient resources are available to enable best practice standards of care to
be delivered.
• Provide safe systems of work to minimise the potential for abuse.
• Provide people with the opportunity to share concerns, positive experiences in a transparent and open way.
• Recruitment: selection and vetting procedures are in line with HSE policy and procedures. This ensures that all employees
have the required skills and attributes required.
• Provide effective supervision, support and training for all staff so that they are aware of their responsibilities. Ensure that
shortfalls in standards are dealt with promptly under Home Instead’s Policies.
• Communicate to all staff so that they are fully aware that the welfare of the person is of paramount importance and that they
know the action to be taken if abuse is suspected or alleged.
Designated Officers
The Designated Officer will oversee all aspects of procedures and practice at regional level, in relation to the safeguarding of
vulnerable persons.
Appendix 1
Procedures for taking a disclosure/reporting a concern
1. Listen, reassure and support an individual who has made a disclosure – do not promise confidentiality, or say that you can
keep a secret.
2. Do not press the individual for information. As soon as possible, preferably on the same day, report what you have seen/been
told or have concerns about to your manager and/or Safeguarding Officer.
3. Write this up in a report and include to whom you have reported – keep it factual and as far as possible use the person’s own
words not your interpretation. Make sure that you include your name, signature, and date on this report.
4. The report will need to include:
• When the disclosure was made, or when you were told about/witnessed this incident.
• Who was involved and any other witnesses, include service users and other staff.
• Exactly what happened or what you were told, using the person’s own words, keeping it factual and not interpreting what
you saw or were told.
• Any other relevant information e.g. previous incidents that have caused you concern.
• Include as much detail as possible.
• Make sure the written report is legible and of a quality that can be photocopied.
• Keep the report/s confidential, storing them in a safe and secure place until needed.
Appendix 2
Notification of Suspected Abuse to An Garda Síochána
Private and Confidential
To: Child Care Manager1 / Disability Services Manager/ Duty Social Worker2 Community Care Head Quarters Area HSE
(This form should be accompanied by a report with the relevant information pertaining to the alleged victim, the details of the
alleged abuse and the reasons for referring to the Health Service Executive)
Name of alleged victim : ___________________________________________________________________ D.O.B: _______________________________________
Service Details:_____________________________________________________________________________________________________________________________
Home Address:_____________________________________________________________________________________________________________________________
_____________________________________________________________________________________________________________________________________________
Parent/carer:_______________________________________________________________________________________________________________________________
Address: ___________________________________________________________________________________________________________________________________
_____________________________________________________________________________________________________________________________________________
Phone number:____________________________________________________________________________________________________________________________
Type of alleged abuse: ___________________________________________ Location of alleged abuse:________________________________________
Identity of alleged abuser: _________________________________________________________________________________________________________________
Relationship to alleged victim: _____________________________________________________________________________________________________________
When did the alleged abuse take place: __________________________________________________________________________________________________
Identity of informant: ______________________________________________________________________________________________________________________
1 Form to be sent to this person in the event of reporting regarding children

2 Form to be sent to this person in the event of reporting regarding children and adults
Appointed Person in_____________________________________________ for dealing with this allegation is__________________________________
Signed by:__________________________________________________________________________________________________________________________________
RM/General Manager
Date: _____________________________________________________________
Notification of Suspected Abuse to Gardaí Private and Confidential
To: Superintendent,
An Garda Síochána,
(This form should be accompanied by a report with the relevant information pertaining to the alleged victim, the details of the
alleged abuse and the reasons for referring to the Gardaí)
Name of alleged victim: ____________________________________________________________________ D.O.B:_______________________________________
Service Details: _____________________________________________________________________________________________________________________________
Home Address: ____________________________________________________________________________________________________________________________
_____________________________________________________________________________________________________________________________________________
Parent/carer: _______________________________________________________________________________________________________________________________
Address: ___________________________________________________________________________________________________________________________________
_____________________________________________________________________________________________________________________________________________
Phone number: ____________________________________________________________________________________________________________________________
Type of alleged abuse: _____________________________________________________________________________________________________________________
Location of alleged abuse: _ _______________________________________________________________________________________________________________
Identity of alleged abuser: _________________________________________________________________________________________________________________
When did the alleged abuse take place: __________________________________________________________________________________________________
Identity of informant: _____________________________________________________________________________________________________________________
Appointed Person in________________________________________________ for dealing with this allegation is__________________________________
Signed by:__________________________________________________________________________________ Date: _______________________________________
Appendix 3 Preliminary Screening Forms

SAFEGUARDING VULNERABLE PERSONS AT RISK OF ABUSE NATIONAL
POLICY & PROCEDURES PRELIMINARY SCREENING FORM (PSF1)
Please indicate as appropriate: Community setting Service setting:
1. Details of Vulnerable person:
Name:______________________________________________________________________________________________________________________________________
Home Address:_____________________________________________________________________________________________________________________________
Current Phone No:_________________________________________________________________________________________________________________________
Date of Birth: _______ / _______ / _______ Male Female
Location of vulnerable person if not above address______________________________________________________________________________________
_____________________________________________________________________________________________________________________________________________
Service Organisation (if applicable):
Service Type:
Residential Care Day Care Home care Respite Therapy intervention
Other (please specify)__________________________________________________________________________________________________________________
_____________________________________________________________________________________________________________________________________________
Designated Officer (DO) Name:____________________________________________________________________________________________________________
Community Health Organisation (CHO) Area:_____________________________________________________________________________________________
2. Details of concern/allegation:
a. Pen Picture of vulnerable person:
b. Details of concern / allegation including time frame:
c. Was an abusive incident observed and details of any witnesses:
d. Relevant contextual information:
e. Have any signs or indicators of abuse been observed and reported to the designated officer? Please specify?
f. Details of investigation/ assessment to date?
g. Is it deemed at this point that there is an ongoing risk? If so please specify?
h. Include any incident report or internal alert details if completed (as attachment):
I. Details of any internal risk escalation:
3. Relevant information regarding concern/allegation :
Date that concern or allegations were notified to the Designated Officer: Who has raised this concern or allegation?
Self Family Service Provider Healthcare staff Gardaí
_____________________________________________________________________________________________________________________________________________
_____________________________________________________________________________________________________________________________________________
Type of concern or category of suspected abuse:
Physical Abuse Sexual Abuse Psychological Abuse Financial / Material Abuse
Neglect / Acts of Omission Extreme Self-neglect Discrimination Institutional
Setting / Location of concern or suspected abuse:
Own Home Relatives Home Residential Care Day Care
_____________________________________________________________________________________________________________________________________________
_____________________________________________________________________________________________________________________________________________
Is this concern/allegation linked to another preliminary screening? If so please give reference ________________________________________
_____________________________________________________________________________________________________________________________________________
_____________________________________________________________________________________________________________________________________________
Are there any concerns re: decision making capacity? Yes No
Are you aware of any formal assessment of capacity being undertaken? Yes No
Outcome:
Is the Vulnerable person aware that this concern has been raised? Yes No
What is known of the vulnerable person’s wishes in relation to the concern / allegation?_______________________________________________
_____________________________________________________________________________________________________________________________________________
Are other agencies involved in service provision with this vulnerable person that you are aware of? Yes No
If yes, Details:_______________________________________________________________________________________________________________________________
_____________________________________________________________________________________________________________________________________________
4. Details of the first point of contact:
Name:______________________________________________________________________________________________________________________________________
Address:____________________________________________________________________________________________________________________________________
Phone:______________________________________________________________________________________________________________________________________
Nature of relationship to vulnerable person (i.e. family member/ advocate etc):________________________________________________________
_____________________________________________________________________________________________________________________________________________
Is this person aware that this concern has been reported to the Designated Officer? Yes No Not know
If no – why not?_____________________________________________________________________________________________________________________________
If yes – date & by whom?___________________________________________________________________________________________________________________
Has an Enduring Power of Attorney been registered in relation to this

Vulnerable Person? Yes No Not know
Contact details for Registered Attorney(s):
Is this Vulnerable Person a Ward of Court? Yes No
Contact details for Committee of the Ward:_______________________________________________________________________________________________
Has any other relevant person been informed of this preliminary screening? Details?__________________________________________________
_____________________________________________________________________________________________________________________________________________
5. Details of person causing concern:
Name:______________________________________________________________________________________________________________________________________
Address:____________________________________________________________________________________________________________________________________
Date of Birth (if know):_ ____________________________________________________________________________________________________________________
Gender: Male Female
Relationship to Vulnerable person:
Parent Son/Daughter Partner/Spouse Other Relative Neighbour/Friend Staff
Other Service User / Peer Volunteer Stranger
_____________________________________________________________________________________________________________________________________________
6. Details of Person completing preliminary screening
Name:______________________________________________________________________________________________________________________________________
Phone:______________________________________________________________________________________________________________________________________
Address:____________________________________________________________________________________________________________________________________
Job Title:____________________________________________________________________________________________________________________________________
Are you the Designated Officer:___________________________________________________________________________________________________________
Email:_______________________________________________________________________________________________________________________________________
Date:________________________________________________________________________________________________________________________________________
Preliminary Screening Outcome Sheet (PSF2)

Name of Vulnerable person:___________________________________________________________________________________________________________
(a) No grounds for further investigation

(If necessary attach any lessons to be learned as per policy)
b) Additional information required (Immediate safety issues addressed and interim safeguarding plan developed)
c) Reasonable grounds for concern exist (Immediate safety issues addressed and interim safeguarding plan developed)
Additional actions undertaken:
d) Medical assessment Yes No N/A
e) Medical treatment Yes No N/A
f) Gardai notified Yes No N/A
An Garda Síochána should be notified if the complaint / concern could be criminal in nature or if the inquiry could interfere with the
statutory responsibilities of An Garda Síochána.
g) Referred to TUSLA Yes No N/A
h) Other relevant details including any immediate risks identified:__________________________________________________________________
(Attach any interim safeguarding plan on appendix 1 template as required)
If the preliminary screening has taken longer than three working days to submit please give reason:_ ____________________________
_________________________________________________________________________________________________________________________________________
_________________________________________________________________________________________________________________________________________
Name of Designated Officer/ Service:_________________________________________________________________________________________________
Manager: Signature:____________________________________________________________________________________________________________________
Date sent to Safeguarding and Protection Team:_____________________________________________________________________________________
Commentary on areas in form needing clarity or further information:_______________________________________________________________
_________________________________________________________________________________________________________________________________________
_________________________________________________________________________________________________________________________________________
_________________________________________________________________________________________________________________________________________
Any other relevant feedback including any follow up actions requested:____________________________________________________________
_________________________________________________________________________________________________________________________________________
_________________________________________________________________________________________________________________________________________
_________________________________________________________________________________________________________________________________________
Name:___________________________________________________________ Signature:________________________________________________________
Date review form returned to Designated Officer/ Service Manager:________________________________________________________________
_________________________________________________________________________________________________________________________________________
_________________________________________________________________________________________________________________________________________
_________________________________________________________________________________________________________________________________________
Preliminary Screening Review Update Sheet from

Designated Officer/ Service Manager (PSF4):
(Only for completion if requested by Safeguarding and Protection Team)
Name of Vulnerable person:___________________________________________________________________________________________________________
Unique Safeguarding ID:____________________________________________________ Date returned to SPT: _______________________________
Name of Designated Officer/Service Manager:_____________________________ Signature:_____________________________________________
Reply with details on any clarifications, additional information or follow up actions requested:_____________________________________
_________________________________________________________________________________________________________________________________________
_________________________________________________________________________________________________________________________________________
_________________________________________________________________________________________________________________________________________
Date received by SPT:_______________________________________________________ Date returned to SPT: _______________________________
Preliminary Screening agreed by Safeguarding and Protection Team Yes No
Name of SPT Team Member reviewing form:_________________________________________________________________________________________
Signature:______________________________________________________________________________________________________________________________
If not in agreement with outcome at this point give outline of reasons and planned process to address outstanding issues in
preliminary screening:_________________________________________________________________________________________________________________
_________________________________________________________________________________________________________________________________________
_________________________________________________________________________________________________________________________________________
Appendix 4 Guidance Sheet
Send Form to: Insert Name and Email of the Local Safeguarding and Protection Team
Safeguarding Vulnerable Persons at Risk of Abuse National Policy & Procedures 2014
Guidance Sheet for Services and Designated Officers

on completing and submitting Preliminary Screening Forms
Step 1
• On receipt of a concern or allegation the Line or Service Manager will have ensured that any necessary immediate protective
actions are undertaken, support is given to the vulnerable person and any statutory agencies are notified as required.
• Service Manager and/or Designated Officer can contact the Safeguarding and Protection Team (SPT) for advice and
consultation at any stage of the process.
Step 2
• The preliminary screening form (SPF1) following completion must be submitted by the Designated Officer/Line Manager to
the SPT within 3 working days. If the preliminary screening has taken longer than three days please give reasons on form to
the local SPT.
• The preliminary screening form must also be submitted to the Service Manager for consideration regarding proposed actions.
• If the preliminary screening outcome sheet (PSF2) concludes that there are reasonable grounds for concern of that further
information is required then an interim safeguarding plan should be included on the appendix template form.
• The Preliminary Screening Form should be emailed with password protection to the safeguarding email address for SPT in
your Community Health Organisation. The SPT email details are included above and on form.
Step 3
• The SPT will reply with an acknowledgement email and create a unique case ID.
• A review sheet (PSF3) will be returned to the Designated Officer which will indicate if the SPT are in agreement with the
preliminary screening outcome.
• If the SPT are not in agreement with the preliminary screening outcome the review sheet will set out any clarifications,
additional information or follow up actions requested prior to confirming agreeing with the final outcomes.
• Any necessary clarifications, additional information or follow up actions requested to be returned to SPT on an update review
sheet (PSF4).
• If a safeguarding plan needs to be formulated, a similar submission and review process will be undertaken between
Safeguarding Co-ordinator and the SPT.
Appendix 33: Child Safeguarding Policy & Procedures

Legislation & Guidance
Legislation
There are a number of pieces of legislation relevant to the safeguarding of children. The following indicative list is not intended to
be comprehensive but rather to give a sense of the breadth and wide array of relevant legislation.
• Child and Family Agency Act 2013
• Child Care Act 1991
• Children Act 2001
• Children First Act 2015
• Criminal justice (Withholding of Information on Offences against Children and Vulnerable Persons) Act 2012
• Criminal Justice Act 2006, Section 176: Reckless Endangerment of Children
• Data Protection Acts 1988 and 2003, General Data Protection Regulation 2018 (GDPR)
• Domestic Violence Act 1996
• Education (Welfare) Act 2000
• Education Act 1998
• Freedom of Information Act 2014
• National Vetting Bureau (Children and Vulnerable Persons) Acts 2012 to 2016
• Non-Fatal Offences against the Person Act 1997
• Protected Disclosures Act 2014
• Protections for Persons Reporting Child Abuse Act 1998
Guidance
Children First Guidance – National Guidance for the Protection and Welfare of Children
Government policy for children is underpinned by the report Putting Children First: Promoting and Protecting the Rights of
Children (1997), followed by Children First: National Guidelines for the Protection and Welfare of Children (1999 & 2004), Child
Protection & Welfare Practice Handbook 2011 and this was followed by Children First National Guidance 2017, which forms the
basis for current practice by the HSE and An Garda Siochana. The Guidance includes a section on protecting children with
disabilities from abuse and outlines reasons for their particular vulnerability. The guidance provides best practice guidelines that
all organisations dealing with children are required to adhere to.
There are a number of key principles of child protection and welfare that inform both policy and best practice for those working
with children. These are outlined in Children First: National Guidance for the Protection and Welfare of Children and are:
• The safety and welfare of children is everyone’s responsibility.
• The best interests of the child should be paramount.
• The overall aim in all dealings with children and their families is to intervene proportionately to support families to keep
children safe from harm.
• Interventions by the State should build on existing strengths and protective factors in the family.
• Early intervention is key to obtaining better outcomes. Where it is necessary for the State to intervene to keep children safe
the minimum intervention necessary should be used.
• Children should only be separated from parents/guardians when alternative means of protecting them have been exhausted.
• Children have a right to be heard, listened to and taken seriously. Taking account of their age and understanding, they should
be consulted and involved in all matters and decisions that may affect their lives.
• Parents/guardians have a right to respect and should be consulted and involved in matters that concern their family.
• A proper balance must be struck between protecting children and respecting the rights and needs of parents/guardians and
families. Where there is conflict, the child’s welfare must come first.
• Child protection is a multi-agency, multi-disciplinary activity. Agencies and professionals must work together in the interests of
children.
Our Duty to Care

For services provided by community and voluntary organisations, the Department of Health and Children has issued a principles
of good practice document entitled ‘Our Duty to Care: the principles of good practice for the protection of children and young
people (2002)’ which sets out good practice in recruitment, safe management, awareness raising and responding to complaints.
Children First Guidance 2011 and the Child Protection and Welfare Practice Handbook should be downloaded and read by all
Home Instead staff as part of this policy. Please visit the HSE website
https://www.hse.ie/eng/services/list/2/primarycare/childrenfirst/ and TUSLA website https://www.tusla.ie/children-first/support-

documents/
What is Child Safeguarding?

Safeguarding is the action that is taken to promote the welfare of children and protect them from harm. While protecting children
from abuse is one part of safeguarding, children and young people also need safeguarding in order for them to grow, develop
and achieve their full potential.
Guiding Principles
The Company provides care to children and young persons in a hospital, residential or home settings.
Home Instead believe that:
• The services provided to children and young persons is of the highest standard of care.
• Our priority to ensure the welfare and safety of every child and young person is paramount.
• Our guiding principles are underpinned by Children First: National Guidance for the Protection and Welfare of Children,
Tusla’s Child Safeguarding: A Guide for Policy, Procedure and Practice, the United Nations Convention on the Rights of the
Child and current legislation such as the Children First Act 2015, Child Care Act 1991, Protections for Persons Reporting Child
Abuse Act 1998 and the National Vetting Bureau Act 2012.
• Our guiding principles and procedures to safeguard children and young people reflect national policy and legislation and we
will review our guiding principles and child safeguarding procedures every two years.
• All children and young people have an equal right to a standard of care that respects them as individuals and encourages
them to reach their potential, regardless of their background.
There is an obligation of all staff, parents/guardians and family members to be familiar with our child safeguarding policy and
adhere to it.
Declaration of Guiding Principles

Home Instead have an obligation to provide children with the highest possible standard of care in order to promote their
well-being and safeguard them from abuse. We recognise the dignity and rights of all children and are committed to their
protection and support. We will work to do all in our power to create safe environments for children to make sure that any child
being cared for by our organisation is treated with dignity and respect. We will ensure that our CAREGivers are trained, and their
backgrounds have been checked and that all employees of Home Instead who work with children will be vigilant in relation to
children’s protection. The welfare of the child is always paramount.
This policy applies to all aspects of the company’s work, including the provision of support to families who require the services of
Home Instead whether in hospital, residential or home settings. The safeguarding and welfare of the child is paramount in all
circumstances and it is our intention that our child safeguarding policy is open and transparent to all.
There is an obligation for all staff, parents/guardians and family members to be familiar with our child safeguarding policy and
adhere to it.
In the Home Instead Child Safeguarding Policy a “child or Young Person” means a person under the age of 18 years who is not or
has not been married, in accordance with legislative requirements.
Standard Reporting Procedure

This section offers guidance to all Home Instead employees, clients and family members who work with or are in direct contact
with children who may be concerned or who suspect that children are being abused or neglected or are at risk of abuse or
neglect. It outlines the standard reporting procedure to be used in passing on information about child protection concerns.
Definitions and Recognition of Child Abuse is provided in Appendix 1 of this document which should be reviewed in detail by all
staff members.
Responsibility to Report Child Abuse

Everyone must be alert to the possibility that children with whom they are in contact may be being abused. Concerns should be
reported to mandated persons/DLP Designated Liaison Person (See Appendix 2 for details of Designated Liaison Person) in the
Home Instead office.
The guiding principles in regard to reporting child abuse may be summarised as follows:
(i) the safety and well-being of the child must take priority;
(ii) reports should be made without delay to Tusla.
What constitutes Reasonable Grounds for Concern

The following examples would constitute reasonable grounds for concern:
• An injury or behaviour that is consistent both with abuse and an innocent explanation, but where there are corroborative
indicators supporting the concern that it may be a case of abuse.
• Consistent indication over a period of time that a child or young person is suffering from emotional or physical neglect.
• Admission or indication by someone of an alleged abuse.
• A specific indication from a child that he or she was abused.
• An account from a person who saw the child or young person being abused.
• Evidence (e.g. injury or behaviour) that is consistent with abuse and unlikely to have been caused in any other way.
Questions that may help staff when they are concerned about a child’s welfare
• Is the child or young person behaving normally for his or her age and stage of development?
• Does the child or young person present a change in behaviour?
• For how long has this behaviour been observed?
• How often does it occur? Where?
• Has something happened that could explain the child or young person’s behaviour?
• Is the child showing signs of distress? If so, describe (e.g. behavioural, emotional, physical signs).
• Does the behaviour happen everywhere or just in the school or childcare setting?
• Is the child suffering?
• Does the behaviour restrict the child or young person socially?
• Does the behaviour interfere with the child or young person’s development?
• What effect, if any, does it have on others (e.g. other children)?
• What are the child or young person’s parents(s) views, if known?

(Source: Barnardo’s (2010) - Barnardo’s Ireland Child Protection Information Pack)
A suspicion which is not supported by any objective indication of abuse or neglect would not constitute a reasonable suspicion or
reasonable grounds for concern.
However, these suspicions should be recorded and noted internally by Home Instead as future suspicions may lead to the
decision to make a report and earlier suspicions may provide important information for Tusla or An Garda Siochana who have
statutory responsibility for child protection and safeguarding.
It is important to be aware that the person who first encounters a case of alleged or suspected abuse is not responsible for
deciding whether or not abuse has occurred. That is a task for the Tusla or An Garda Siochana.
Under no circumstances should any individual member of staff of Home Instead attempt to deal with the problem of abuse
alone and the staff member must contact the Designated Liaison Person in their Home Instead office to discuss their concerns
(see appendix 2). You have a duty under the Criminal Justice Act 2006 to report concerns or suspicions of child abuse.
Responding to Child Abuse – Dealing with Disclosures

If a child or young person hints at or tells a worker that he or she is being abused, it must be handled very sensitively and in the
following way:
• Stay calm and listen – give the child time to say what she or he wants
• Don’t ask leading questions, request details, or make suggestions
• Don’t stop the child or young person recalling significant events, but don’t make him or her repeat the story unnecessarily
• Reassure the child or young person, but don’t promise to keep it a secret
• Explain what needs to be done next
• Record the discussion as carefully as possible

The information should be passed onto the Designated Liaison Person (See Appendix 2 for contact details)
Retrospective disclosures by adults

An increasing number of adults are disclosing abuse that took place during their childhoods. Such disclosures often come to light
when adults attend counselling. It is essential to establish whether there is any current risk to any child or young person who may
be in contact with the alleged abuser revealed in such disclosures. If any risk is deemed to exist to a child who may be in contact
with an alleged abuser, this information must be passed to the Designated Liaison Person (See Appendix 2 for contact details).
The need to refer an adult for counselling, treatment and/or other support services should also be considered.
Third Party Referrals

In the event of any member of staff receiving information in respect of a suspicion of child abuse/welfare from a third party,
regardless of any consideration in respect of confidentiality, this must be reported, to the Designated Liaison Person (See
Appendix 2 for contact details).
Designated Liaison Person (DLP)

A Designated Liaison Person will be nominated by each Home Instead Office. The DLP has responsibility for managing child
protection issues within the Home Instead Office. The role and responsibilities of the DLP are:
• To implement and promote Home Insteads Child Protection Policy and Procedures.
• To act as the main contact for child protection within the office.
• To create awareness of the importance of child protection.
• To communicate with the Manager/Owner on child protection issues.
• To keep abreast of developments and understand the most recent information on related issues – data protection,
confidentiality, legal and other, that impact on child protection.
• To encourage good practice and support of the procedures involved.
• To maintain confidential records of reported cases and the action taken and to liaise with the statutory agencies and ensure
that they have access to all necessary information.
• To regularly monitor and review the office Policy and Procedures
All safeguarding incidents must be reported to the Clinical Lead in National Office
Reporting Procedure – Dealing with concerns of Suspected Child Abuse

The company’s procedure for reporting concerns of suspected child abuse is as follows:
CAREGiverSM will report any concerns to a Designated Liaison Person (See Appendix 2) in the Home Instead office.
1. If a staff member of Home Instead receives an allegation, or has a suspicion that a child is being abused, he or she must, in
the first instance, consult with the office DLP. In the local office. If the office DLP is not available consult manager and report
to DLP in office in CHO area.
2. It is important that the suspicions or allegations are recorded by the DLP.
3. In cases where an allegation is made, the DLP must report the matter immediately to the relevant authorities, ie. to the
designated officer in the Child & Family Agency social work department (TUSLA) or to An Garda Síochána.(NOTE: Any query
or concern in relation to children out of hours should be reported to An Garda Síochána). It should also be reported to
Clinical Lead in National Office.
4. It is essential that at all times the matter is treated in a confidential manner.
5. It is NOT the responsibility of the DLP or any other person to find a resolution or discuss the matter with anyone else except
the appropriate agencies.
6. All advice given by TUSLA - Child & Family Agency social work department and An Garda Síochána should be strictly adhered
to.
7. Where an allegation of abuse or neglect is made against a Home Instead staff member the DLP shall immediately act in
accordance with the procedures outlined no. 3 above.
8. Once a disclosure is made by a child, a written record of the disclosure shall be made as soon as possible by the person
receiving it.
9. Where an allegation of abuse or neglect is made by an adult, a written statement should be sought from this person.
10. Whether or not the matter is being reported to the Child & Family Agency or An Garda Síochána, the DLP shall always
inform the Manager/Owner of the allegation.
11. Where the allegation or concern relates to the DLP, the matter should be reported to the Manager/Owner. In such cases,
the Manager/Owner, as appropriate, shall assume the role normally undertaken by the DLP and shall follow the procedures
set out at no.3 above.
12. From this point on, only the Statutory Authorities should deal with the matter.
The Designated Liaison Person accurately records the concern in writing and includes as much detail as possible including dates,
times, names, locations, context and any other relevant information. The report in writing is signed by the Designated Liaison
Person and the CAREGiverSM/staff member voicing the concern.
We will seek advice from the local Tusla duty social worker (if required) as soon as possible after receiving the report of the
suspected child abuse.
• Home Instead employees will not interview the child or the child’s parents/carers in any detail about the alleged abuse.
If the report does constitute reasonable grounds for concern:
• Having established the basis of concern and confirmed that reasonable grounds for concern exist, an official report will be
made by the Designated Liaison Person (See Appendix 2) to the Tusla without delay and in person, by telephone, in writing or
through Tusla’s web portal http://www.tusla.ie/children-first/web-portal/. Tusla has two forms for reporting child protection
and welfare concerns – the Child Protection and Welfare Report Form (CPWRF) and the Retrospective Abuse Report Form
(RARF). The Child Protection and Welfare Report Form is to be completed and submitted to Tusla for concerns about children
under the age of 18. The Retrospective Abuse Report Form is to be completed and submitted to Tusla for cases of adults
disclosing childhood abuse. Both forms can be downloaded here. Complete the appropriate form and send it to the https://
www.tusla.ie/get-in-touch/duty-social-work-teams/ in the area where the child resides.
• Unless the concerns are of an urgent nature or in the event of an emergency, the Designated Liaison Person will report
immediately to Tusla or An Garda Siochana. This may be done at any Garda Station.
• In cases of emergency, where a child or young person appears to be at immediate and serious risk, and a duty social worker
is unavailable, An Garda Siochana should be contacted. Under no circumstances should a child or young person be left in a
dangerous situation pending Tusla intervention.
• A concern about a potential risk to children posed by a specific person, even if the children are unidentifiable, should also be
communicated to Tusla.
• The Designated Liaison Person will inform parents/guardians that we are reporting a concern about a child, however, where
they do not need to be informed that a report is being made if by doing so the child will be placed at further risk or if the
family’s knowledge of the report could impair Tusla’s ability to carry out an assessment.
• The Designated Liaison Person will not to inform the family if the person making the report reasonably believes it may place
them at risk of harm from the family.
If the Report does not constitute reasonable grounds for concern:
If the Designated Liaison Person (See Appendix 2) on behalf of Home Instead, decides (in consultation with the local Tusla duty
social worker (if required) that reasonable grounds for reporting the incident or suspicion to Tusla or An Garda Síochána do not
exist, the individual worker who referred the matter should be given a clear written statement of the reasons why the
organisation is not taking action.
The Designated Liaison Person will retain a record of the concern and will inform parents/guardians of the concern (unless so
doing would put the child further at risk) and follow up accordingly on any actions agreed with parents/guardians and relevant
employees.
The employee should be advised that, if they remain concerned about the situation, they are free to consult with, or report to the
Tusla or An Garda Síochána themselves. The provisions of the Protection for Persons Reporting Child Abuse Act, 1998 apply once
they report “reasonably and in good faith”.
Mandated Persons
The term ‘harm’ is used as defined in the Children First Act 2015: “‘harm’ means, in relation to a child—:
(a) assault, ill-treatment or neglect of the child in a manner that seriously affects or is likely to seriously affect the child’s health,
development or welfare, or
(b) sexual abuse of the child, whether caused by a single act, omission or circumstance or a series or combination of acts,
omissions or circumstances, or otherwise”. Under the Children First Act 2015, certain classes of professionals are
designated as mandated persons.
Where a Mandated Persons within the Company knows, believes or has reasonable grounds to suspect, on the basis of
information that he or she has received, acquired or becomes aware of in the course of his or her employment or profession as
such a mandated person, that a child—
(a) has been harmed,
(b) is being harmed, or
(c) is at risk of being harmed, he or she shall, as soon as practicable, report that knowledge, belief or suspicion, as the case may
be, to Tusla.”
The mandated person within Home Instead will report any disclosures made by a child “Where a child believes that he or she–
(a) has been harmed,
(b) is being harmed, or
(c) is at risk of being harmed, and discloses this belief to a mandated person in the course of a mandated person’s
employment. The mandated person within Home Instead shall, as soon as practicable, report that disclosure to Tusla.
Procedure for the Mandated Persons

• Accurately records the concern in writing and includes as much detail as possible including dates, times, names, locations,
context and any other relevant information.
• Having established the basis of concern and confirmed that reasonable grounds for concern exist, seek advice from the local
Tusla duty social worker (if required) as soon as possible after receiving the concern.
• In cases of emergency, where a child or young person appears to be at immediate and serious risk, and a duty social worker
is unavailable, An Garda Siochana should be contacted. Under no circumstances should a child or young person be left in a
dangerous situation pending Tusla intervention.
• A concern about a potential risk to children posed by a specific person, even if the children are unidentifiable, should also be
communicated to Tusla.
• Inform parents/guardians that we are reporting a concern about a child, however, where they do not need to be informed
that a report is being made if by doing so the child will be placed at further risk or if the family’s knowledge of the report could
impair Tusla’s ability to carry out an assessment.
• Will not to inform the family if the person making the report reasonably believes it may place them at risk of harm from the
family.
• Consideration will be given to who is the most appropriate person to talk to parents/guardians.
• Will inform the DLP within the Company of all such reports.
The Designated Liaison Person

The Designated Liaison Person for Home Instead is
Contact Details: ___________________________________________________________________________________________________________________________
Address: __________________________________________________________________________________________________________________________________
Should the Designated Liaison Person not be available, the Deputy Designated Liaison Person is:
Name: _____________________________________________________________________________________________________________________________________
Contact Details: ___________________________________________________________________________________________________________________________
Address: __________________________________________________________________________________________________________________________________
The Designated Liaison Person will be:
• Good at listening and giving feedback
• Knowledgeable about the organisation and procedures
• Knowledgeable about the guiding principles and child safeguarding procedures
• Familiar with topics of abuse
• Accessible and approachable
The role of the Designated Liaison Person is to:
• Provide information and advice on child safeguarding policy and procedure
• Receive and consider child safeguarding concerns
• Make informal consultation with local Tusla regarding child safeguarding concerns
• Make formal referral to the local Tusla using the standard reporting form
• Maintain confidential records
• Inform parents or caregivers
• Undertake any training considered necessary
The necessary contact telephone numbers and addresses of the HSE, Tusla’s duty social workers and Gardai will be kept in the
Home Instead office. (See Appendix 2 for contact details)
Mandated Persons (Registered nurse or registered midwife)

The Mandated Persons for Home Instead are:
____________________________________________________________________ ____________________________________________________________________
____________________________________________________________________ ____________________________________________________________________
Confidentiality Statement & Record Keeping

All information regarding concern or assessment of child abuse or neglect should be shared on ‘a need to know’ basis in the best
interests of the child with the relevant statutory authorities. Sharing information or data required to be disclosed by law or in the
event of child protection concern reporting is not a breach of confidentiality or data protection.
No undertakings regarding secrecy can be given. Those working with a child and family should make this clear to all parties
involved, although they can be assured that all information will be handled taking full account of legal requirements.
It must be clearly understood that information gathered for one purpose must not be used for another without consulting the
person who provided that information.
All information kept by Home Instead relating to clients and their families will be kept confidential at all times. Any information
relating to records of concerns, allegations or disclosures of child abuse will be stored in the office in a locked cabinet or store
room. The Designated Liaison Person and Deputy Designated Liaison Person (See Appendix 2) are allowed access to records
relating to child protection and they will have agreed to all the confidentiality requirements.
Data will be held in accordance with the Data Protection Act 1998 and 2003 and General Data Protection Regulation 2018 (GDPR)
and the Record Management Policy of Home Instead and shared in accordance with the terms of the Freedom of Information
Acts 1997/2003. It is our policy to keep any such records in a safe and confidential manner.
Our policy is to cooperate with the Child and Family Agency and the Garda on the sharing of our records where a child welfare or
protection issue arises and we are committed to attend and share information, as required, at formal child protection and
welfare meetings as organised by the Child and Family Agency.
Safe Recruitment Procedure & Garda Vetting

Home Instead have a comprehensive Recruitment Procedure in place which includes: prospective positions will be widely
advertised, all hires are subject to completing a detailed application form, 2 interviews, minimum of two written reference checks
(which are clarified verbally and are not from family members), proof of identity, Garda Vetting and mandatory orientation day
with additional screening procedures included. ID Badges will be supplied to all staff members. Staff job description is in place
and a contract signed by staff and Management which includes a probationary period of 6 months.
All staff working with Home Instead will comply with the Child Safeguarding Policy. All staff are given clear information about the
company and what is expected from them and what is offered to them. Feedback from staff is actively encouraged and training
will be facilitated as required.
Garda Vetting
As per the National Vetting Bureau (Children and Vulnerable Persons) Act 2012, Home Instead will process Garda Vetting on all
people looking for employment with children or vulnerable persons in our organisation. Any prior convictions against children or
adults will exclude applicants from becoming carers. A risk assessment will be completed for any disclosures that arise as part of
the recruitment process and it is a condition of their contract that the employee has successful Garda Clearance for their role. It
is an expectation that staff disclose any convictions (Spent or not) or if they have been given the benefit of the Probation Act as
part of the recruitment process and throughout their employment. Any breach of the Garda Vetting policy may result in
disciplinary action being taken against the employee, up to and including dismissal.
Authorised Signatory - The Authorised Signatory (AS) is a person authorised by the Garda Central Vetting Unit to submit Garda
Vetting Application Forms to the Garda Central Vetting Unit for the Home & Community Care Ireland Association and on behalf of
Home Instead and to receive the resultant disclosures. Con Enright, Limerick is the Authorised Signatory for Home Instead for
processing of Garda Clearance.
A certified copy of police clearance from the jurisdiction(s)/state(s) of previous residence referring to the time spent in that
country will be requested when relevant.
Supervision and Support of Employees

Our Care Managers regularly visit the client’s home as per our service reporting and inspection policy. Our CAREGivers are
supervised during these visits and are also required to go through the formal review process with the Care Manager in the client’s
home at least twice per year. The local Home Instead office will also conduct annual reviews with all CAREGivers. These reviews
and supervision meetings will ensure the CAREGivers are supported in their development or to deal with any concerns of issues
that may arise. CAREGivers will be reminded of the child safeguarding policy and their understanding of the child safeguarding
policy assessed during these review meetings.
Support and advice will be offered to any CAREGiverSM who is dealing with a child protection concern or disclosure by the
designated liaison person and/or the Managing Director in their Local Home Instead office. (See Appendix 2 for contact details)
Employee Training, Communication and Policy Review

All staff are trained on the Guiding Principles, Child Safeguarding Policy and Procedures at orientation day. Awareness and
on-going or additional training requirements will be raised regularly with employees during supervision meetings and before
commencement of service with a client. All staff have access to completing a Children First e-Learning programme such as ‘An
Introduction to Children First’ the HSE’s e-Learning Module. The Child Safeguarding Policy forms part of our employee handbook
so all employees sign up to the Child Safeguarding policy at commencement of employment. The policy will be permanently
accessible in the Caregiver Handbook provided.
Parents, families, guardians and all employees will be informed of the policy, policy updates and reviews to the policy. All staff will
be trained in the most effective communication procedures through consultation with the family and the Care Plan that is
included in the family journal and is left in the family home. The contents of the family journal is a very useful tool for the family
and CAREGiverSM to communicate day to day activities and/or requests and contains a number of relevant procedures, policies
and forms. This information is accessible to office staff, family, carers and any other relevant authority responsible for the
well-being of the child(ren).
The Child Safeguarding Policy will be reviewed on an annual basis or more regularly as legislation requires by the Business
Support Consultant assigned in the Master Franchise office of Home Instead. Any updates and amendments and further training
required will be communicated to all parties at that time.
Procedure for Allegations of Abuse against an Employee

Any allegation made will be taken seriously and the first priority is to ensure that no child is exposed to unnecessary risk. All
stages of the process will be recorded.
• The details will be recorded in writing and logged onto our software system by the Designated Liaison Person (See Appendix 2
for contact details).
• Where appropriate and as a matter of urgency the Designated Liaison Person will take any necessary protective measures to
reduce any additional unnecessary risk to the child(ren). These protective measures may include suspension during the
investigation as per the Home Instead Disciplinary Procedure or alternative arrangements will be made e.g. the employee will
not be left alone with the child/young person at any time.
• Protective measures should be proportionate to the level of risk and should not unreasonably penalise the employee,
financially or otherwise, unless necessary to protect the child(ren).
• Where protective measures penalise the employee (this includes an excessive suspension time from work), it is important
that early consideration be given to the case.
• The Designated Liaison Person will, without delay, seek referral advice from Tusla duty Social Worker to report the allegation
formally to Tusla or An Garda Siochana.
• Otherwise, the allegation will be investigated internally in liaison with Tusla Social Work department.
• To ensure that these issues are managed independently of each other, two people (see Appendix 2) from the Home Instead
local office will be nominated for dealing with the reporting issues and the employment issues. The child protection
Designated Liaison Person for Home Instead will deal with the reporting procedure in respect of the child and the Deputy
Designated Liaison Person will be nominated in the Home Instead office for the procedure for dealing with the employee in
relation to HR and disciplinary procedures; or vice versa as appropriate.
• The Designated Liaison Person will inform the staff member of the concern and outline:
• The fact that an allegation has been made against him or her;
• The nature of the allegation

The employee should be afforded an opportunity to respond. The employer should note the response and pass this on if
making a formal report to Tusla.
• The Designated Liaison Person will inform the parents/guardians of actions planned and taken having regard to the rights of
others. They will also liaise closely with investigating bodies to ensure that actions taken by the organisation do not undermine
or frustrate any investigations.
• The primary goal is to protect the child while taking care to treat the employee fairly and the rules of natural justice will apply.
If no resolution is achieved, Home Instead will seek independent review.
• All investigations and considerations will be of an urgent nature in order to verify the allegation of abuse without further
exposing the child(ren) to further unnecessary risk and/or to give consideration to an employee who has been falsely accused.
Should suspension not be required, increased levels of Supervision of the employee will apply pending the investigation.
Counselling, retraining, supervision etc. will be given where necessary. Dismissal from Home Instead will be made if
appropriate as per the company disciplinary procedure.
Code of Behaviour for Staff

As Home Instead generally provide care in the home, you could potentially be caring for children directly or you could come
across children in the home of our clients, for example when their family members come to visit. All staff will be given clear
guidance on appropriate behaviour towards children that you may care for or come across in the course of your duties with
Home Instead. Home Instead has a commitment to treat all children equally regardless of gender, race, culture or disability.
The Do’s and Don’ts of working with Children

Home Instead staff should protect and promote children’s rights by:
• Treating them with dignity, sensitivity and respect
• Being sensitive to the fact that some children are more vulnerable and have special needs
• Making time to listen, talk to and get to know the children you care for
• Helping children to be safe, happy and having as much fun as possible
• Never favouring one child or children over others
• Enabling children to regard their bodies as their own property and treating them with dignity and respect when providing any
personal care needs.
• Encouraging them to express feelings, fears and experiences openly
• Giving written information about the organisation to children (as appropriate) and their parents/guardians.
• Never engaging in sexually provocative games or make suggestive comments, even in fun
• Sensitively ensuring that children know about the child safeguarding policy
• Helping children realise the difference between confidentiality and secrecy
• Never using physical punishment with children
• Always responding to complaints or allegations
• Knowing about the principles and practices of child protection including their legal duties
Home Instead staff should not engage in the following when working with children:
• CAREGivers are not permitted to provide any intimate care to a child/young person without express written consent of the
parent/guardian and approved by company management upon consultation with parent/guardian. This is in keeping with best
practice, keeps the best interests of the child to the fore and maintains the child’s personal dignity. Such procedures, when
agreed will be communicated to all parties involved and recorded. CAREGivers should be sensitive to the risks involved in
participating in personal care and contact activities.
• While physical contact is a valid way of comforting, reassuring and showing concern for children, it should only take place
when it is acceptable to all persons concerned.
• CAREGivers should never physically punish or be in any way verbally abusive to a child, nor should they tell jokes of a sexual
nature in the presence of children.
• CAREGivers should be sensitive to the possibility of developing favouritism or becoming over involved or spending a great deal
of time with any one child.
• CAREGivers should not use or allow offensive or sexually suggestive physical or verbal language.
• It is not recommended, that CAREGivers give lifts in their cars to individual young people, especially for long journeys. Unless
this has been agreed with the express written consent of the parent/guardian and approved by company management upon
consultation with parent/guardian. If you are to provide transport, ensure that you are insured to carry passengers in the
course of your business and that your vehicle complies with safety requirements e.g., safety belts, appropriate seats for
younger children.
Good Practice for the Safe Management of Activities
• Parents, Guardians and families will confirm prior to service commencing, the agreed method of discipline and how
CAREGivers should deal with inappropriate behaviours whilst caring for their child(ren). These will be formulated,
communicated and agreed with the parents, family and/or guardians, the child(ren) and Home Instead staff members and will
form part of the Care Plan so that everyone has a clear understanding of their duties and responsibilities.
• Maintain the client journal with name, address, phone, special needs, attendance, and emergency contact details.
• Maintain the client journal with attendance records and activity logs.
• Make parents or carers, children and young people aware of our Child Safeguarding Policy.
• Maintain regular communication and keep parents or carers informed of any issues that concern their children unless to do
so would place the child(ren) at more serious risk.
• Record any incidents and accidents and inform parents or carers promptly.
• Report any child protection or welfare concerns to the Designated Liaison Person in Home Instead.
• Have emergency procedures in place e.g., Emergency procedures, fire safety, etc.
• Work in an open and transparent manner – letting children, young people and parents know the structure and content of the
care plans.
• Plan and be sufficiently prepared, both mentally and physically for your care duties.
• Evaluate work practices on a regular basis and look for continuous improvements.
• Observe appropriate dress and behaviour.
• Maintain awareness around language and comments made. If you think that something you said may have caused offence or
upset, then try to address it in a sensitive manner as soon as possible.
• Children should be encouraged to report cases of bullying to either the Designated Liaison Person, or a worker of their
choice. Complaints must be brought to the attention of management.
• Everyone involved in the organisation should respect the personal space, safety and privacy of individuals.
• Children should be supervised and ensure you know at all times where children are and what they are doing. It is important
to ensure that children are not normally left unattended. All children should be treated with dignity and respect. The welfare
of the child or young person is paramount at all times. Under no circumstances will a child be physically reprimanded in any
way.
Working alone or on a one-to-one basis with children or young people
It is recognised that CAREGivers may work on a one-to-one basis or with a small group of children or young people. In addition to
the guidelines outlined above, the following is recommended:
• Ensure that parents/ guardians have agreed and are informed about the structure, content and duration of the Care Plan.
• Ensure that parents/carers are informed about your responsibilities in relation to child protection and welfare and your code
of practice.
• If working in a child’s or young person’s home, ensure that a parent or a responsible adult nominated by the parent is present
as much as is feasibly possible.
• Inform children, young people and parents of your code of practice, and provide a written summary (e.g., short printed leaflet
or hand-out).
• Address any difficulties or issues promptly, and keep a written record of issues discussed, agreements reached, names of
those involved and dates, as appropriate.
Maintain open communication with all parties, and invite feedback including comments or complaints.
• Consider who else may be present in the home or venue while children or young people are there and ensure that parents
are informed as to who else will have contact with their children (including colleagues, housemates, or other residents, etc.)
Any breach of the Code of Behaviour may result in disciplinary action being taken against an employee, up to and including
dismissal. All members of staff will comply with the policies and procedures in the Home Instead employee handbook.
Intimate Care
For a child or young person who has specific intimate care needs such as toileting or bathing, a meeting is held at which all
personnel involved with the child or young person attend along with the child’s parents/guardians. At that meeting the needs of
the child should be addressed and agreement reached as to how the CAREGiverSM can meet those needs. It is important that
those involved with the intimate care of the child agree practices which are acceptable to the CAREGiverSM, the child and the
parents. Practices agreed should be sufficiently flexible to cover unforeseen situations, e.g. if personnel involved in assisting the
child are absent.
CAREGivers are not permitted to provide any intimate care to a child/young person without express written consent of the
parent/guardian and approved by company management upon consultation with parent/guardian. CAREGivers should be
sensitive to the risks involved in participating in personal care and contact activities.
The agreed practices and consent form will be documented in the Home Instead Care Plan and a copy will be kept in the client
journal in the client’s home.
Quality Assurance Visits to Families

Quality Assurance visits (both scheduled and unscheduled) will be carried out to families to ensure the contentment of the family
with respect to the carer and the services being provided and to address any concerns that the families may have with respect to
the carer or to the services being provided on behalf of their child(ren). Frequency of Quality Assurance visits will be conducted
based on the amount of hours served per week or if the care involves personal, intimate care of a child(ren).
Parent/Guardian Involvement & Sharing of Information

On initial contact with our services, all parents/guardians will be made aware of our child protection policy. They will be provided
with a copy of the policy, which will be included in the client journal on commencement of service. This journal holds records of
the Care Plan that has been agreed and approved by the parents/guardian and the CAREGiverSM. All activities and tasks
completed for each shift and will be written into the journal and updated frequently by the CAREGiverSM. Parents/Guardians will
provide consent for all activities or tasks outlined in the Care Plan prior to commencement of service.
All parents/guardians are encouraged to feedback to Home Instead on all areas of care being provided. The methods of
communication will be open to telephone and face to face contact with our Quality Assurance personnel. The welfare of the child
is always paramount. Our QA personnel will also highlight and raise awareness of our Child Protection policy during these visits.
Children’s Involvement & Sharing of Information

We will actively involve the child(ren) and encourage feedback when sharing information with them. We will work with the parents/
guardians on how best to inform the child(ren) of our child protection policy and the child(ren) rights on initial contact with our
services. Communication tools and resources may need to be employed with children who have communication difficulties. We
will ensure that the child(ren) are informed of their rights to be protected, treated with respect, listened to and have their views
taken into consideration. We will also ensure that the child(ren) know they have a right to make a complaint and can approach a
worker of their choice to make a complaint.
Complaints Procedure
Who can make a complaint? Any person who is being or was provided with a service from Home Instead may complain about
an action that: It is claimed, does not accord with fair and sound administrative practice, and adversely affects or affected that
person.
On receipt of a verbal or written complaint from a child or young person or parent/guardian/family member, the details will
be recorded in writing by the CAREGiverSM on the complaints form contained in the client journal. The issue will be brought to the
Designated Liaison Person (See Appendix 2 for contact details) upon discovery.
A written acknowledgement of the complaint and an outline of the complaint’s procedure will be sent to the complainant within 5
working days. An appropriate member of Home Instead will investigate and review the complaint and
send a reply to the complainant within 30 working days of the receipt of the complaint. Where possible the complaint will be
resolved between the two parties of the complaint.
Inform parents/guardians that we are reporting a concern about a child, however, where they do not need to be informed that a
report is being made if by doing so the child will be placed at further risk or if the family’s knowledge of the report could impair
Tusla’s ability to carry out an assessment. Will not to inform the family if the person making the report reasonably believes it may
place them at risk of harm from the family.
If deemed appropriate the complaint will be reported to Tusla. Otherwise the complaint will be investigated internally until
resolved. If no satisfactory resolution is achieved, Home Instead will seek independent review of the complaint. All persons
involved in the process will be kept informed of developments at regular intervals.
On initial contact with our services, all parents/guardians and children will be made aware of our complaints policy and
procedure. A copy of the Complaints Procedure and a complaints form will be kept in the Client Journal in the home.
Accident/Incident Procedure
On initial contact with our services, all parents/guardians, children/young persons and CAREGivers will be made aware of our
Emergency Procedures and Dealing with an Accident/Incident procedures and the reporting of same on an Accident/Incident
form. A copy of the Emergency Procedures and an Accident/Incident form will be kept in the Client Journal in the home.
Emergency Numbers and contact details for Parents/Guardians will be kept in the Client Journal in the home for easy access.
In the event of an accident, the CAREGiverSM will assess for injury or seek medical advice or attention as appropriate. Employee’s
should not hesitate to contact the emergency services if necessary. The CAREGiverSM must inform the local office of Home Instead
immediately in order to ensure the safety and well-being of the child/young person. Home Instead will inform the parent or
guardian of the child/young person at the earliest opportunity. The accident will be recorded in writing in our CAREGiverSM journal
which is then collected by the office staff. Any Health and Safety issues arising will be risk assessed and acted upon as
appropriate.
References
• Tusla’s Child Safeguarding: A guide for policy, procedure and practice
• Children First: National Guidelines for the Protection and Welfare of Children (2011)
• Our Duty to Care: the principles of good practice for the protection of children and young people (2002)’
• Child Protection and Welfare Practice Handbook (2011)
• Children First National Guidance (2017)
Appendix 1: Definition and Recognition of Child Abuse

Definition and Recognition of Child Abuse
This section is as referenced verbatim from the ‘Children First National Guidance (2017) for the Protection and Welfare of
Children’ http://www.tusla.ie/children-first/children-first-guidance-and-legislation/
Child abuse can be categorised into four different types: neglect, emotional abuse, physical abuse and sexual abuse. A child may
be subjected to one or more forms of abuse at any given time. Abuse and neglect can occur within the family, in the community
or in an institutional setting. The abuser may be someone known to the child or a stranger and can be an adult or another child.
In a situation where abuse is alleged to have been carried out by another child, you should consider it a child welfare and
protection issue for both children and you should follow child protection procedures for both the victim and the alleged abuser.
The important factor in deciding whether the behaviour is abuse or neglect is the impact of that behaviour on the child rather
than the intention of the parent/carer.
The definitions of neglect and abuse presented in this section are not legal definitions. They are intended to describe ways in
which a child might experience abuse and how this abuse may be recognised.
Neglect
Child neglect is the most frequently reported category of abuse, both in Ireland and internationally. Ongoing chronic neglect is
recognised as being extremely harmful to the development and well-being of the child and may have serious long-term negative
consequences.
Neglect occurs when a child does not receive adequate care or supervision to the extent that the child is harmed physically or
developmentally. It is generally defined in terms of an omission of care, where a child’s health, development or welfare is impaired
by being deprived of food, clothing, warmth, hygiene, medical care, intellectual stimulation or supervision and safety. Emotional
neglect may also lead to the child having attachment difficulties. The extent of the damage to the child’s health, development or
welfare is influenced by a range of factors. These factors include the extent, if any, of positive influence in the child’s life as well as
the age of the child and the frequency and consistency of neglect.
Neglect is associated with poverty but not necessarily caused by it. It is strongly linked to parental substance misuse, domestic
violence, and parental mental illness and disability.
A reasonable concern for the child’s welfare would exist when neglect becomes typical of the relationship between the child and
the parent or carer. This may become apparent where you see the child over a period of time, or the effects of neglect may be
obvious based on having seen the child once.
The following are features of child neglect:
• Children being left alone without adequate care and supervision
• Malnourishment, lacking food, unsuitable food or erratic feeding Non-organic failure to thrive, i.e. a child not gaining weight
due not only
• to malnutrition but also emotional deprivation
• Failure to provide adequate care for the child’s medical and developmental needs, including intellectual stimulation
• Inadequate living conditions – unhygienic conditions, environmental issues, including lack of adequate heating and furniture
• Lack of adequate clothing
• Inattention to basic hygiene
• Lack of protection and exposure to danger, including moral danger,
• or lack of supervision appropriate to the child’s age
• Persistent failure to attend school
• Abandonment or desertion
Emotional abuse
Emotional abuse is the systematic emotional or psychological ill-treatment of a child as part of the overall relationship between a
CAREGiverSM and a child. Once-off and occasional difficulties between a parent/carer and child are not considered emotional
abuse. Abuse occurs when a child’s basic need for attention, affection, approval, consistency and security are not met, due to
incapacity or indifference from their parent or CAREGiverSM. Emotional abuse can also occur when adults responsible for taking
care of children are unaware of and unable (for a range of reasons) to meet their children’s emotional and developmental needs.
Emotional abuse is not easy to recognise because the effects are not easily seen.
A reasonable concern for the child’s welfare would exist when the behaviour becomes typical of the relationship between the
child and the parent or carer.
Emotional abuse may be seen in some of the following ways:
• Lack of comfort and love
• Lack of attachment
• Lack of proper stimulation (e.g. fun and play)
• Lack of continuity of care (e.g. frequent moves, particularly unplanned)
• Continuous lack of praise and encouragement
• Persistent criticism, sarcasm, hostility or blaming of the child
• Bullying
• Conditional parenting in which care or affection of a child depends on his or her behaviours or actions
• Extreme overprotectiveness
• Inappropriate non-physical punishment (e.g. locking child in bedroom)
• Ongoing family conflicts and family violence
• Seriously inappropriate expectations of a child relative to his/her age and stage of development
There may be no physical signs of emotional abuse unless it occurs with another type of abuse. A child may show signs of
emotional abuse through their actions or emotions in several ways. These include insecure attachment, unhappiness, low
self-esteem, educational and developmental underachievement, risk taking and aggressive behaviour.
It should be noted that no one indicator is conclusive evidence of emotional abuse. Emotional abuse is more likely to impact
negatively on a child where it is persistent over time and where there is a lack of other protective factors.
Physical abuse
Physical abuse is when someone deliberately hurts a child physically or puts them at risk of being physically hurt. It may occur as
a single incident or as a pattern of incidents. A reasonable concern exists where the child’s health and/ or development is, may
be, or has been damaged as a result of suspected physical abuse.
Physical abuse can include the following:
• Physical punishment
• Beating, slapping, hitting or kicking
• Pushing, shaking or throwing
• Pinching, biting, choking or hair-pulling
• Use of excessive force in handling
• Deliberate poisoning
• Suffocation
• Fabricated/induced illness
• Female genital mutilation
The Children First Act 2015 includes a provision that abolishes the common law defence of reasonable chastisement in court
proceedings. This defence could previously be invoked by a parent or other person in authority who physically disciplined a child.
The change in the legislation now means that in prosecutions relating to assault or physical cruelty, a person who administers
such punishment to a child cannot rely on the defence of reasonable chastisement in the legal proceedings. The result of this is
that the protections in law relating to assault now apply to a child in the same way as they do to an adult.
Sexual abuse
Sexual abuse occurs when a child is used by another person for his or her gratification or arousal, or for that of others. It includes
the child being involved in sexual acts (masturbation, fondling, oral or penetrative sex) or exposing the child to sexual activity
directly or through pornography.
Child sexual abuse may cover a wide spectrum of abusive activities. It rarely involves just a single incident and, in some instances,
occurs over a number of years. Child sexual abuse most commonly happens within the family, including older siblings and
extended family members.
Cases of sexual abuse mainly come to light through disclosure by the child or his or her siblings/friends, from the suspicions of an
adult, and/or by physical symptoms. It should be remembered that sexual activity involving a young person may be sexual abuse
even if the young person concerned does not themselves recognise it as abusive.
Examples of child sexual abuse include the following:
• Any sexual act intentionally performed in the presence of a child An invitation to sexual touching or intentional touching or
molesting of a child’s body whether by a person or object for the purpose of sexual arousal or gratification
• Masturbation in the presence of a child or the involvement of a child in an act of masturbation
• Sexual intercourse with a child, whether oral, vaginal or anal Sexual exploitation of a child, which includes:
• Inviting, inducing or coercing a child to engage in prostitution or the production of child pornography [for example,
exhibition, modelling or posing for the purpose of sexual arousal, gratification or sexual act, including its recording (on film,
videotape or other media) or the manipulation, for those purposes, of an image by computer or other means
• Inviting, coercing or inducing a child to participate in, or to observe, any sexual, indecent or obscene act
• Showing sexually explicit material to children, which is often a feature of the ‘grooming’ process by perpetrators of abuse
Exposing a child to inappropriate or abusive material through information and communication technology
• Consensual sexual activity involving an adult and an underage person
• An Garda Síochána will deal with any criminal aspects of a sexual abuse case under the relevant criminal justice legislation.
The prosecution of a sexual offence against a child will be considered within the wider objective of child welfare and
protection. The safety of the child is paramount and at no stage should a child’s safety be compromised because of concern
for the integrity of a criminal investigation.
• In relation to child sexual abuse, it should be noted that in criminal law the age of consent to sexual intercourse is 17 years for
both boys and girls. Any sexual relationship where one or both parties are under the age of 17 is illegal. However, it may not
necessarily be regarded as child sexual abuse. Details on exemptions for mandated reporting of certain cases of underage
consensual sexual activity can be found in Chapter 3 of the Children First National Guidance (2017).
Circumstances which may make children more vulnerable to harm

If you are dealing with children, you need to be alert to the possibility that a welfare or protection concern may arise in relation to
children you come in contact with. A child needs to have someone they can trust in order to feel able to disclose abuse they may
be experiencing. They need to know that they will be believed and will get the help they need. Without these things, they may be
vulnerable to continuing abuse.
Some children may be more vulnerable to abuse than others. Also, there may be particular times or circumstances when a child
may be more vulnerable to abuse in their lives. In particular, children with disabilities, children with communication difficulties,
children in care or living away from home, or children with a parent or parents with problems in their own lives may be more
susceptible to harm.
The following list is intended to help you identify the range of issues in a child’s life that may place them at greater risk of abuse or
neglect. It is important for you to remember that the presence of any of these factors does not necessarily mean that a child in
those circumstances or settings is being abused.
Parent or carer factors:

• Drug and alcohol misuse
• Addiction, including gambling
• Mental health issues
• Parental disability issues, including learning or intellectual disability
• Conflictual relationships
• Domestic violence
• Adolescent parents
Child factors:
• Age
• Gender
• Sexuality
• Disability
• Mental health issues, including self-harm and suicide
• Communication difficulties
• Trafficked/Exploited
• Previous abuse
• Young carer
Community factors:
• Cultural, ethnic, religious or faith-based norms in the family or community which may not meet the standards of child welfare
or protection required in this jurisdiction. Culture-specific practices, including:
• Female genital mutilation
• Forced marriage
• Honour-based violence
• Radicalisation
Environmental factors:
• Housing issues
• Children who are out of home and not living with their parents, whether temporarily or permanently
• Poverty/Begging
• Bullying
• Internet and social media-related concerns
Poor motivation or willingness of parents/guardians to engage:

• Non-attendance at appointments
• Lack of insight or understanding of how the child is being affected
• Lack of understanding about what needs to happen to bring about change
• Avoidance of contact and reluctance to work with services
• Inability or unwillingness to comply with agreed plans
You should consider these factors as part of being alert to the possibility that a child may be at risk of suffering abuse and in
bringing reasonable concerns to the attention of Tusla.
Bullying
It is recognised that bullying affects the lives of an increasing number of children and can be the cause of genuine concerns about
a child’s welfare.
Bullying can be defined as repeated aggression – whether it is verbal, psychological or physical – that is conducted by an
individual or group against others. It is behaviour that is intentionally aggravating and intimidating, and occurs mainly among
children in social environments such as schools. It includes behaviours such as physical aggression, cyberbullying, damage to
property, intimidation, isolation/exclusion, name calling, malicious gossip and extortion. Bullying can also take the form of abuse
based on gender identity, sexual preference, race, ethnicity and religious factors. With developments in modern technology,
children can also be the victims of non-contact bullying, via mobile phones, the internet and other personal devices.
While bullying can happen to any child, some may be more vulnerable. These include children with disabilities or special
educational needs; those from ethnic minority and migrant groups; from the Traveller community; lesbian, gay, bisexual or
transgender (LGBT) children and those perceived to be LGBT; and children of minority religious faiths.
There can be an increased vulnerability to bullying among children with special educational needs. This is particularly so among
those who do not understand social cues and/or have difficulty communicating. Some children with complex needs may lack
understanding of social situations and therefore trust everyone implicitly. Such children may be more vulnerable because they do
not have the same social skills or capacity as others to recognise and defend themselves against bullying behaviour.
Bullying in schools is a particular problem due to the fact that children spend a significant portion of their time there and are in
large social groups. In the first instance, the school authorities are responsible for dealing with such bullying. School management
boards must have a code of behaviour and an antibullying policy in place. If you are a staff member of a school, you should also
be aware of your school’s anti-bullying policy and of the relevant guidelines on how it is handled.
In cases of serious instances of bullying where the behaviour is regarded as possibly abusive, you may need to make a referral to
Tusla and/or An Garda Síochána.
Appendix 2: Important Contact Details

Contact Details of your Local Home Instead Office
Home Instead Address: __________________________________________________________________________________________________________________
Phone: ____________________________________________________________________________________________________________________________________
Fax: ________________________________________________________________________________________________________________________________________
Email: _ ____________________________________________________________________________________________________________________________________
The Designated Liaison Person

The Designated Liaison Person for Home Instead is: ____________________________________________________________________________________
Contact Details: ___________________________________________________________________________________________________________________________
Address: __________________________________________________________________________________________________________________________________
Deputy Designated Liaison Person

Should the Designated Liaison Person in Home Instead not be available, the Deputy Designated Liaison Person is:
Name: _____________________________________________________________________________________________________________________________________
Contact Details: ___________________________________________________________________________________________________________________________
Address: __________________________________________________________________________________________________________________________________
Mandate Person
Name: _____________________________________________________________________________________________________________________________________
Contact Details: ___________________________________________________________________________________________________________________________
Address: __________________________________________________________________________________________________________________________________
Contact Details for the local HSE Office, Social Workers & Gardai
1. Name & Title: _ ______________________________________________________________________________________________________________________
Contact Details: _______________________________________________________________________________________________________________________
Address: _ _____________________________________________________________________________________________________________________________
2. Name & Title: _ ______________________________________________________________________________________________________________________
Contact Details: _______________________________________________________________________________________________________________________
Address: _ _____________________________________________________________________________________________________________________________
Contact Details for the local HSE Office, Social Workers & Gardai continued
3. Name & Title: _ ______________________________________________________________________________________________________________________
Contact Details: _______________________________________________________________________________________________________________________
Address: _ _____________________________________________________________________________________________________________________________
Contact details for the relevant contacts in the Tusla are also listed on Tusla website https://www.tusla.ie/get-in-touch/local-area-
offices/. These contact numbers may be updated from time to time. Please check Tusla website for latest information.
I wish to confirm that I have read and understood the content of this policy. I also agree that I have been provided with a copy of
this policy. Any queries which I had in relation this policy have been answered to my satisfaction.
NAME: ____________________________________________________________________________________________________________________________________
REVIEWED BY:____________________________________________________________________________________________________________________________
Appendix 34: Gender Identification in the Workplace

Policy
1. Introduction
Home Instead is committed to fostering a supportive, fair, and inclusive workplace where all colleagues are treated with dignity
and respect. This includes creating a welcoming and safe environment for all, regardless of gender identity or expression. Gender
identity refers to a person’s internal, deeply-felt sense of being male, female, or something other or in-between, regardless of the
sex they were assigned at birth. The introduction of a Gender Identity in the Workplace Policy supports our desired culture and
aligns to our values of Integrity and Care, Courage and Humility and Teamwork and Excellence. This policy is supported by the
Home Instead’s Dignity & Respect at Work Policy, which outlines our commitment that all staff have the right to work in an
environment that is free from any form of bullying, harassment, sexual harassment or any other inappropriate behaviour that
could be reasonably regarded as an affront to a person’s dignity at work.
2. Purpose
The purpose of this policy is to provide guidance and support to colleagues who may wish to transition or affirm their gender in
the workplace. The policy does not anticipate every situation that might occur and the needs of each individual must be
considered on a case-by-case basis. This policy is supplemented by a toolkit that provides practical guidance and further
information for all employees and people managers. Training sessions will also be available to promote awareness and
understanding of gender identity and expression in the workplace.
3. Scope
This policy applies specifically to Home Instead staff members.
4. Context & Legislation

This policy has been developed in the context of the Employment Equality Acts 1998-2015, which prohibit direct and indirect
discrimination in relation to the nine equality grounds including gender.
The Employment Equality Acts prohibit discrimination in employment – including recruitment, promotion, pay and other terms
and conditions of employment. Discrimination with respect to gender can include both direct and indirect discrimination:
Direct discrimination may occur when an employee or job applicant is treated less favorably than another employee in the
same situation or circumstances because of their gender (including gender identity or gender expression); and
Indirect discrimination may occur where an apparently neutral provision puts an employee or group of employees or job
applicants who are members of one of the nine groups (including gender) at a disadvantage because of being a member of that
group.
The Gender Recognition Act 2015 provides for a process that enables transgender people to apply for full legal recognition by the
State of their preferred gender by obtaining a Gender Recognition Certificate that reflects a gender change.
5. Staff Records
Employees should be addressed by the name and pronoun that correspond to their gender identity, upon request. However, it is
important to note that each employee will have a different approach to their transition and this may or may not include social,
physical or legal changes, such as coming out to family, friends and co-workers and/or changing name, pronoun and gender
marker on official documents. Home Instead will respect and support each employee’s choice and preference.
Staff Records
Home Instead will change an official internal record to reflect a change in gender (and name if changed) upon receipt of either of
the following: Official Passport or a certified copy of an entry in the appropriate Gender Recognition Register.
• In the absence of the documentation mentioned above, Home Instead may be obliged to maintain certain records that
include an employee’s officially recognised name and gender. However, where possible, Home Instead will seek to use the
name and gender preferred by the employee on relevant records.
• In situations where records are required to be maintained by Home Instead that do not reflect the preferred name and
gender, employees will be required to adopt practices to avoid the inadvertent disclosure of such confidential information.
6. Confidentiality & Privacy

All individuals have a right to privacy, and this includes the right to keep one’s transgender and gender identity status private.
Equally, a colleague may choose to discuss and express their gender identity and expression openly and can decide when, with
whom, and how much to share.
• Home Instead is committed to respecting the right to privacy in respect of an employee’s gender identity. All information
disclosed relating to a person’s gender identity and expression will be treated as confidential. Confidential information will
only be disclosed as necessary with the person’s prior consent.
• Information held by Home Instead complies with the requirements of the Data Protection Legislation and the Freedom of
Information Act and relevant Home Instead policies.
• Home Instead must take all necessary precautions to ensure the safe-keeping and accuracy of all records containing personal
information.
• Where information is recorded or shared, the terminology used must be respectful.
7. Transitioning & Gender Affirmation

Home Instead will support employees in whatever form of transitioning or gender affirmation is the right route for them. Not all
colleagues will decide to medically transition, some may change their names (officially or socially), pronouns, style of dress etc. as
a means to express their gender identity. Others may feel that a medical transition (e.g. hormone replacement therapy, surgery,
etc.) is the right choice for them.
Medical transitioning is a process that is undertaken under medical supervision for the purpose of reassigning a person’s sex by
changing physiological or other characteristics of sex and includes any part of such a process. Medical aspects of transitioning are
a private matter between doctor and patient. Applications for time off for medical procedures will be treated the same as
applications for other scheduled medical procedures. See Home Insteads Sick Leave Individual Contracts for details.
If an employee decides to transition or confirm how they identify, they should contact one of the following to arrange a meeting
to discuss in confidence, and to agree a process with which they are comfortable:
• General manager
• HR Advisory
8. Transitioning & Gender Affirmation

A person who is transitioning, or who has already transitioned, can use the facilities (toilets, showers and changing facilities) that
corresponds to their gender identity. Furthermore, some nongendered or universal facilities (i.e. facilities that are both non-
gendered and accessible) will be provided in each of our premises where possible.
However, it is recognised that it may not be possible to retrofit non-gendered or universal facilities in older buildings, and
provision of these facilities in older buildings will be considered on a case-by-case basis.
9. References
• Employment Equality Acts 1998-2015
• The Gender Recognition Act 2015
• Dignity & Respect Policy
• Disciplinary Procedures
Appendix 35: Employee Use of Social Media Policy
Social Media Policy

Blogging and other forms of Internet communication have become a common means of sharing information. Each Home
Instead® office recognises the positive potential of this outlet for public discussion. At the same time, Home Instead Employees
and CAREGivers should be aware that blogging and other Internet posting carry unique risks for users, including the dangers of
privacy loss and of personal liability. Bloggers and other Internet users should also be careful not to violate their duties to Home
Instead and our clients and their families.
In order to ensure that the use of social networking sites and blogging remains a constructive tool, Home Instead provides the
following guidelines for its Employees and/or CAREGivers.
• What You Say Can Lead To Legal Action.

Allthough the often informal nature of the Internet causes some to be less guarded in what they say, it is important to
remember that blogs and posts by their nature are available to others to read. Some statements can lead to legal action
against the blogger/ poster by those whose rights may have been violated. For example, bloggers/posters may be held
personally liable for making defamatory statements, for invasion of privacy (including by disclosing personal information), or
for harassment based on gender, race, colour, nationality, religion, age, disability, and other characteristics protected by law.
Employees and CAREGivers should abide by all Home Instead policies, including but not limited to those regarding
harassment and unlawful treatment of others. Employees and CAREGivers should also take care not to post materials that are
legally protected by copyright and other intellectual property laws.
• Home Instead Confidential Information May Not Be Disclosed.
There are obligations on Home Instead Employees and CAREGivers not to disclose the Home Instead confidential,
proprietary, and/or client-related information, or that of its franchisor, Home Instead Franchising Ltd., or the Home Instead
network; these obligations apply with equal force to the Internet. If a Home Instead Employee or CAREGiverSM is unsure
about what is inappropriate for posting, the best suggestion is probably to avoid the subject in question. Never disclose
information about our clients, their families, other Employees or CAREGivers.
• Only Authorised Personnel May Speak For Home Instead.
It is important to remember that only specific individuals are authorised to speak on behalf of the Home Instead, or on
behalf of its franchisor, Home Instead., or on behalf of the Home Instead network. Such authorisation must be in writing
from the Home Instead management. Employees or CAREGivers without such written authorisation should avoid any
appearance that they are speaking for Home Instead. Management employees should be particularly careful because, by
virtue of their positions, their statements may be attributed to Home Instead or may be assumed to have been made on
behalf of Home Instead.
• On Your Own Time.
The official job duties of most Home Instead Employees and CAREGivers do not include blogging, social networking, or
other Internet communications. Employees and CAREGivers should be careful to work during scheduled working time, and
to avoid engaging in personal activities while they are supposed to be performing work. Personal use of blogging, social
networking, or other Internet activities is not permitted during working hours.
• The Internet Is Public Space.

Employees and CAREGivers should keep in mind that all kinds of people may read what gets posted on the Internet. What
gets posted may be read by co-workers, subordinates, and superiors at Home Instead. Employees and CAREGivers should
not expect that what they write in these forums is private in any way. Be careful about what personal identifiable
information you release like your address. Even if it doesn’t seem like something that could put you at risk, the sum of your
tweets or updates could compromise your identity.
Violations of this policy can result in discipline, up to and including termination of employment. Home Instead is aware of its
obligations in regard to protected concerted activity under Employment Law, and none of the prohibitions contained in this
policy are intended, nor will have the actual effect of, infringing upon those rights.
• Representing the Home Instead Brand Online.
‘Each local Home Instead office and each of its Employees/CAREGivers is ultimately a representative of the Home Instead
brand. Accordingly, it is very important that each Home Instead office and its Employees/CAREGivers uphold the Home
Instead brand image and standards. All social media communications should be in compliance with applicable law and
should be reflective of the positive and respectful brand image that the Home Instead network has built over the years. It’s
also important to remember that you should be transparent online when praising Home Instead services and when
encouraging other people to obtain care from Home Instead businesses. For example, if you are posting to a blog about
how wonderful the Home Instead office is, identify your role at the Home Instead business, to avoid getting into trouble with
the Competition and Consumer Protection Commission.
• Intellectual Property.
It is important to mention “intellectual property,” especially if you are considering publishing videos. All videos produced by
Home Instead, the Home Instead network and/or Home Instead, are protected under the constraints of copyright and
trade secrets laws explicitly with respect to the Home Instead, the network, Home Instead, Inc., and their respective
employees. Before posting anything proprietary, please make sure to check that you have authority to do so. If you do not,
you may find that competitors are enjoying viewing our carefully planned videos 24-7 on YouTube.com. You are prohibited
from posting or sharing online any of Home Instead, the Home Instead network’s or Home Instead proprietary information
and/ or materials, including the Home Instead Operations Manual, CAREGiverSM Training Guides and such other guides
and materials provided by Home Instead to Home Instead offices. If you are unsure if a specific material is appropriate to
share, ask your supervisor or Privacy Champion before posting it.
Social Media Best Practice

Social media is a great way to represent the Home Instead business online. As Employee or CAREGiverSM, your duties may not
include involvement on the different social media sites, but your participation is valuable and appreciated.
Below are some guidelines you should follow to effectively and properly participate.
• Take The Lead. Like our Facebook page, follow us on Twitter, join us on LinkedIn and subscribe to our blog.
• Respect Privacy. Never disclose information about our clients, their families or fellow Employees or CAREGivers.
• Help us be a trusted resource to the community. Provide content to the Digital Marketing Manager in the Group Support
Office, to post on our page if you have something you think our followers should see – a news article, a video, an event, etc. Be
sure to obtain the consent of any third party either appearing in the posting or whose material you would like to post.
• Share Your Stories. Share stories of why your job with the Home Instead office is personal to you. Why do you love your job?
Did something at work make your day? Share it on your wall and link to our page.
• Be heard. Comment on our Facebook and blog posts, and retweet or reply to our tweets on Twitter.
• Recommend our Facebook page. Chances are your friends or family may need our services or know someone who needs
our services. If they don’t need us today, they may need us in the future.
• Share our posts. Help us get the word out by sharing. Share our posts and events with your friends.
• Talk as much as you type. Don’t forget that there are still people we will never connect with online. Talk about the Home
Instead office, our programmes, and the services we provide. You can always direct them to our online properties for more
information, but face-to-face communication is still important!
• Never plagiarise – cite your source. Sharing information you find is a great way to be a valued resource. Be sure you always
give credit to the author.
• Be truthful. Honesty is required in everything you do – online and offline. We are an honest Home Instead, and we expect
honesty from our Employees, CAREGivers and partners as well.
• Correct mistakes promptly. We all make mistakes – apologise and correct them immediately. A person who humbly corrects
their mistakes is valued more than a person who claims to never make any.
• Exercise full disclosure. When you mention the Home Instead office or the industry, identify your role and add a disclosure
such as “The views expressed are mine alone and do not necessarily reflect the views of the Home Instead network.”
• Know what’s being said. The marketing team uses a monitoring tool like Google Alerts to know what is being said online
about the office, the industry and competitors. This is something you may wish to set up too.
• Be responsive. Administrators should respond to all comments (good and bad) in a timely manner. Your followers want to
know their voice is being heard.
• Respond to negative comments appropriately. If you find a complaint or negative comment on your social media site,
resist the urge to delete it. The rule of thumb here is Acknowledge Publicly, Resolve. Privately. Publicly acknowledge the
person’s unhappiness and let them know you are hopeful their issue can be resolved. You should also provide your contact
information for them to reach out to you or send them a private message (if possible) and mention you did so in your public
acknowledgement.
CAREGiverSM Acknowledgment Form - CAREGiver Copy

I acknowledge I have received a copy of the CAREGiverSM Handbook of Home Instead. I understand I am responsible for reviewing
the information contained herein and will seek clarification or verification where necessary.
I understand the policies are not designed to provide specific practices or policies for every situation. I also understand Home
Instead reserves the right to interpret, amend, modify, correct, cancel or discontinue the policies, or any of their terms, at any
time, with notice.
I understand that because of the nature of the business, no amount of work available can be guaranteed. I understand that I
must contact the office on a monthly basis to outline my availability for the coming month and I must maintain contact on a
regular basis during the period of time when I am not working.
I understand that I must maintain client confidentiality at all times. I agree that I must protect the privacy of my client’s information
including personal health information at all times.
I have read and understand, consent to and agree with Home Instead Policies and Procedures.
I agree that I will submit car insurance, motor tax and license at requested.
I understand that I have access to the Health and Safety Statement which is the document available to all Home Instead
Employees. I understand I am responsible for reviewing the information and complying with the regulations contained therein
and will seek clarification or verification where necessary. This document is also available during office hours at the Home Instead
reception desk.
I understand that if I am to be assigned to work with a HSE client during employment with Home Instead, that I consent to the
HSE having visibility to the documents in my personnel file, as outlined in the policy ‘Caring for a HSE Client’. I understand that I
cannot be assigned to care for a HSE client without providing this consent.
I understand that in the event that I leave the company within 12 months of completion of a training programme subsidised by
Home Instead, that I agree to the deductions to be made from my final pay for the full reimbursement of the amount that was
subsidised by Home Instead for the particular training programme.
I understand that no manager, supervisor, or representative of Home Instead has any authority to enter into an agreement for
any specified period of time or make any binding representations or agreements inconsistent with Home Instead policies.
I hereby consent to the collection, storage and use of my personal data, including any sensitive personal data, in accordance with
the terms of the Data Protection Policy (including all schedules) which forms part of this Handbook.
I have read and thoroughly understand all of the Handbook and confirm that I agree to be bound by the Handbook in
accordance with my Terms and Conditions of Employment with the Company.
This form must be signed before you commence work with Home Instead.
Please sign below and keep this form for your safe keeping.
Signature _________________________________________________________________ Date_____________________________________________
Print Name __________________________________________________________________________________________________________________________

CAREGiver Handbook - Issue 18 - JAN2023

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CAREGiverSM Handbook

IMPORTANT CAREGIVING GUIDELINES, POLICIES & PROCEDURES........ 13

SAFEGUARDING OF VULNERABLE ADULTS................................................ 19

CAREGIVERSM TRAINING ............................................................................... 26

CLIENT CONFIDENTIALITY ........................................................................... 27

CALL MONITORING SYSTEM......................................................................... 30

GENDER IDENTITY IN THE WORKPLACE POLICY........................................ 34

VIOLENCE IN WORK POLICY......................................................................... 35

CODE OF CONDUCT POLICY......................................................................... 44

APPENDIX 10: MATERNITY LEAVE POLICY.................................................. 64

Home Care Professionals Academy

Home Instead is a non-medical company

CAREGiverSM Position Description

2. These services generally fall under three categories:

• Providing companionship and conversation

• Providing stabilisation and assistance with walking

• Preparing meals and cleaning up meal-related items

• Washing and ironing laundry (Ironing not permitted by HSE)

• Assisting with bathing

• Assisting with dressing and grooming

• Assisting with hygiene, toileting and incontinence care

Additional CAREGiverSM Responsibilities

These include the following:

• Reflect the core values of (Home Instead).

• Contribute to a positive living environment to enhance a client’s quality of life

• Regularly communicate with your supervisor and office employee

• Report hours of work according to office policy

• Perform other reasonable duties as assigned

Essential Experience, Skills and Qualifications

These include the following:

• Ability to adapt to various living environments and locations

• Ability to maintain confidentially regarding client information

• Requirement to run errands and provide incidental transportation for a client

• Be consistently highly motivated and enthusiastic

• Ability to work a variety of care visit times, including overnights

• Excellent time keeping and attendance

Desirable Experience, Skills and Qualifications

• QQI qualification in care or working towards it

• Full driving licence with access to a vehicle

Caregiving Tips - “What every CAREGiverSM should know”

Important CAREGiving Guidelines, Policies & Procedures

Lifting, Moving and Handling

Maintenance & Monitoring of Equipment

Prescription Medications and Regular Non-Prescription Medications

Definition of Pre-Dispensed Medication

Assistance with Pre-Dispensed Prescription Medication

• Verbally reminding the client to take the medication.

CAREGivers may not place medication in a client’s mouth.

Finding Medications in the Client’s Home

Safety While Visiting/Working in a Client’s Home

Safety Practices for Lone working are:

• Pre-plan your journey in advance.

• Try to park in open, well-lit places.

• Know where exits are and have a planned escape route.

Entering a Clients Home

Procedure to follow when entering or leaving a client’s home:

• Always show your identification badge.

If you do not receive an answer when you call at a client’s home:

• Make a visual check through any available windows.

• If there is still no answer, telephone the office or on call number.

• Only administer first aid if you are qualified to do so.

Handling Clients Money and Property

Tips, Gifts & Bequests Policy

Do Not Resuscitate (DNR Requests)