{"ref":"DC-HC-SCH-01","title":"Scheduling, Missed Visits, and Backup Coverage","category":"Service delivery","summary":"Sets out how the Agency builds and shares each client's schedule from the days and hours in the service agreement, how visits are recorded, what happens when an aide cannot work a visit, how a replacement aide is found and oriented, how and when the client is told that a visit cannot be kept (the procedure 22-B DCMR §9911.1(b) requires in every service agreement), what staff do when an aide is late or a client does not answer the door, how after-hours and backup coverage work, and how missed and late visits are logged and reviewed.","inShort":["If you cannot work a visit or will be late, speak to the office ((202) 555-0100) or the on-call person ((202) 555-0199) as soon as you know.","Never swap shifts, send someone else or leave early without the office agreeing.","Record your real arrival and departure times and the tasks you did at every visit.","If the client does not answer the door, do not leave. Call the office or on-call person at once and wait for instructions.","The office calls the client before the visit time whenever a visit cannot be kept, and never leaves a high-risk client without a plan."],"primaryCitation":"22-B DCMR §9911.1(b)","citations":["22-B DCMR §9907.7(c)","22-B DCMR §9907.8","22-B DCMR §9909.11","22-B DCMR §9911.1(a)(1)","22-B DCMR §9911.1(b)","22-B DCMR §9911.1(e)","22-B DCMR §9911.1(i)","22-B DCMR §9913.1","22-B DCMR §9913.6","22-B DCMR §9914.2(k)","22-B DCMR §9916.2(d)","22-B DCMR §9916.2(f)","22-B DCMR §9915.4","22-B DCMR §9915.5","22-B DCMR §9917.7","22-B DCMR §9917.8","22-B DCMR §9918.1","22-B DCMR §9919.2","22-B DCMR §9999.1"],"federalCitations":[],"surveyorAsks":["Where in this client's service agreement is the procedure for a visit the Agency cannot keep? Show me that you followed it last time.","Show me your missed and late visit log for the last three months. What did you do for the clients who would have been at risk alone?"],"forms":[{"ref":"DC-HC-SCH-01-A","title":"Missed or Late Visit Log"}],"headings":["Terms of Reference","1. Purpose","2. Scope","3. Definitions","4. Policy Statement (22-B DCMR §9911.1(b))","5. Building the Schedule","6. Recording Each Visit","7. When an Aide Cannot Work a Scheduled Visit","8. Covering an Open Visit","9. Telling the Client When a Visit Cannot Be Kept","10. When the Aide Does Not Arrive or Is Late","11. When the Client Does Not Answer the Door","12. Client Cancellations and Schedule Changes","13. After-Hours and Backup Coverage","14. Missed Visits That Cause or Risk Harm","15. Responsibilities","16. Records and Compliance Monitoring","17. Staff Training","18. References","19. Related Policies and Forms","20. Approval","21. Revision History"],"version":"1.0","sample":false,"pack":"dc-hca","state":"Washington, DC","service":"Home care","guides":[{"path":"/guides/home-care-agency-policies/","h1":"What policies does a home care agency need?"}],"agency":{"name":"Sample Agency","legalName":"Sample Agency, LLC","logo":null}}