{"ref":"PA-HC-SVC-01","title":"Scheduling, Missed Visits, and Backup Coverage","category":"Service delivery","summary":"Makes sure consumers receive services at the hours stated in their information packet from workers they have been told about, sets the Agency’s own standards for worker call-offs, late and missed visits, after-hours on-call coverage and backup staffing, and, for waiver participants, follows the back-up plan and treats a service interruption that puts the participant at risk as a critical incident.","inShort":["If you cannot work a visit, call the office at least 2 hours before it starts. A text message alone is not enough.","If you are running late, call the office before your start time.","Never send someone else in your place, and never leave a consumer who cannot be alone until relief arrives.","If the consumer does not answer the door, call the office and wait. Never force your way in.","The on-call supervisor is available 24 hours a day at (717) 555-0199."],"primaryCitation":"28 Pa. Code §611.57(c)(2)","citations":["28 Pa. Code §611.57(c)(1)","28 Pa. Code §611.57(c)(2)","28 Pa. Code §611.57(a)(1)","55 Pa. Code §52.25(a)(9)","55 Pa. Code §52.25(b)","55 Pa. Code §52.14(m)","55 Pa. Code §52.14(n)","55 Pa. Code §52.14(o)","55 Pa. Code §52.17"],"federalCitations":[],"surveyorAsks":["How does a consumer find out who is coming and when?","What happens when a worker calls off an hour before a shift? Show me your backup list."],"forms":[{"ref":"PA-HC-SVC-01-A","title":"Missed or Late Visit Report"}],"headings":["Terms of Reference","1. Purpose","2. Scope","3. Definitions","4. Policy Statement (28 Pa. Code §611.57(c)(2))","5. Making and Sharing the Schedule","6. Worker Call-Offs and Lateness","7. Covering an Open Visit","8. When the Consumer Is Not Home or Cancels","9. After-Hours and Backup Coverage","10. Waiver Participants: Back-Up Plans and Service Interruptions","11. Responsibilities","12. Records and Compliance Monitoring","13. Staff Training","14. References","15. Related Policies and Forms","16. Approval","17. Revision History"],"version":"1.0","sample":false,"pack":"pa-hca","state":"Pennsylvania","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}}