Dom Faqs sheet (A4)

Welcome to

Reading, Wokingham, Maidenhead, Winsdor & Bracknell

Our Values QUALITY Quality is the hallmark of everything we do. We will not compromise quality and will continue to improve our standards

PASSION All our work is done in an enthusiastic and energetic manner. Our customers know that we care for them

INTEGRITY As a care provider, honesty and trust are the foundation of building great relationships.

We will in no way compromise the integrity of the work we do

PROFESSIONAL We will always appear professional in our work and communication

CARING Empathy, support and listening to our customers’ needs will always ensure that we deliver a service which is valued and exceeds our customers’ expectations

RELIABILITY Time keeping and execution of our work is critical. It is important that as a care provider we are seen to be reliable in delivering the services to our customer

EXCELLENT Excellence is our benchmark

RESPECT We will always respect our customers and staff

Reading, Wokingham, Maidenhead, Winsdor & Bracknell

Steps to a winning team

1 3 5

Strong Leadership Inspiring and guiding a team towards a shared vision with effective communication

Rules of the Game These rules define the parameters, expectations, acceptable conduct and a common understanding among participants

Support Risk Taking Involves creating an environment that encourages innovation, learning from failure

2 4 6

Common Goal A common goal is a shared objective or target that individuals or groups collectively work towards

Action Plan

Is a detailed and organised strategy outlining the specific steps, tasks, and activities needed to achieve a particular goal or objective

Inclusion and involvement Ensuring every individual, regardless of differences, is welcomed and valued

Qualities of a strong team

Features of an unsuccessful team

Accountability

Negativity

Responsibility

Blame

Teamwork

Denial

Positivity

Excuse

Reading, Wokingham, Maidenhead, Winsdor & Bracknell

FAQ’S For New Care Assistants During your first few weeks with Bluebird Care there will be a lot to absorb and learn. As much as we are a caring company and work efficiently, occasionally we may forget to tell you something, for example how to book your holiday. We thought we would try and put together an FAQ sheet for you to help you settle into your role as quickly as possible!

If I am delayed who do I call?

Traffic and road works happen – if you are behind schedule you will need to call the office immediately. If you are working between the hours of 8.30am and 5pm Mon-Fri please call the office number, if you are working outside of the office hours you will need to call the on-call mobile number.

What is the dress code?

While we are a relaxed bunch at Bluebird Care we do have some requirements when you are at work. You must always be wearing: Black trousers (not leggings) A black full shoe (no slip-on shoes, Ugg boots, bright trainers or shoes with a heel) Bluebird Care tunic when working with a customer, unless stated otherwise in the care plan.

No long sleeves to be seen under your tunic, if one is worn then sleeves must be rolled up under the sleeves on your tunic for Infection control reasons.

You must not take your tunic off in a customer’s home whilst providing a service.

Is there any staff training that I will be required to attend?

As a Care Assistant at Bluebird Care you will be required to attend additional training and meetings. Please see the list below Paid meetings/training - Induction training, supervisions, round meetings, carers meetings, probation meetings, additional training, training refreshers.

Unpaid meetings - Absence from work meetings

Reading, Wokingham, Maidenhead, Winsdor & Bracknell

How do I book my holiday?

If you would like to book your annual leave, you will need to book this through our annual leave link, this will be sent/shown to you at your shadow meeting. There are a few rules around annual leave which are the following: Minimum 4 weeks’ notice (This does not guarantee this will be authorised).

If there are already two other carers on annual leave, your leave might be declined.

Please do not book a holiday before your annual leave has been authorised.

Plan your annual leave to save you any disappointment.

Annual leave entitlement starts on 1st April and ends on 31st March. The total number of holiday days you will receive is based on your availability. The amount you are paid when you take your annual leave is based on the amount of work you have done in the 3 months before your annual leave.

When you request annual leave, it is not guaranteed, the coordinator must authorize your annual leave request, please do not book flights etc, until the coordinator has approved the dates requested.

I mentioned pre-booked holiday in my interview – how do I confirm these dates for annual leave?

They will be pre-booked on our system. When you were offered the position with Bluebird Care, you will be given a Job acceptance letter to sign and return to the office, on the letter it will ask you if you have any pre-booked holiday which you will need to complete. Annual Leave is accrued so depending on how long you have worked with us, will depend on how many annual leave days will be paid or unpaid, we will confirm this with you.

If there is an emergency and I have to go home during the day unexpectedly what do I have to do?

If this does happen and you had an emergency whilst you were working your shift, then you must call your line Manager for the area you work. Your line manager will do all they can to support you and your situation. Depending on the situation will depend on the next step. You will not be paid from the time you finish work.

I wake up feeling like I can not work, who do I call and at what time?

We will always support genuine sickness and we understand people get sick. If you feel you really can’t manage your shift, you will need to give as much notice as possible. If you are working at 7am then you will need to call the out of hours number at 6am (No earlier, No later). If you are working an evening shift you must call as close to 8.30am as possible We do not accept sickness via TEXT or EMAIL and we must speak to yourself. You will then have an absence review meeting on your return to work. We really do ask from all our staff reliability, so please ask yourself a few questions before calling in sick.

Can I manage my first few calls to allow my team time to cover the rest?

Am I really too poorly to go to work?

Please refer to you’re On-Call do’s and don’ts

Reading, Wokingham, Maidenhead, Winsdor & Bracknell

How do I receive my payslip?

You will receive your payslips via email, you will receive two parts: The first part is the customer care calls you have completed will be via email The second part is your actual payslip which you will be able to access through the Bright pay portal. You will receive an email with an invitation, from this you will be able to log in and set your own password.

Any queries regarding your payslip should be emailed to financeberkshire@bluebirdcare.co.uk

How often am I paid?

Bluebird Care will pay you monthly, this is always on the 5th of every month however if the 5th falls on the weekend you will be paid the Friday before. The pay dates will be included in the job offer email after the interview stage. You will need to be mindful of your start date compared to our pay cut off dates. For Example - If our pay cut of date was Sunday 20th April and you started work on Monday 16th April, you would receive a week’s wage on 5th May. If you started on 23rd April, you will not be paid until the 5th June.

I have a query with my pay, who do I contact?

Contact your line manager in the first instance and they will forward your query to payroll department. If the payroll department need to contact, you then they will call you. You work hard, you deserve to be paid correctly, on time, every time.

What is contact time?

Contact time is actual time spent with your customer. If you start at 7am and work till 3pm you are out for 8 hours, however you will only be paid for each customer you see. An example will be from when your round starts with 7.00am - 7.45am 45 min visit 8.00am - 9.00am 60 min visit 9.05am - 9.35am 30 min visit 9.45am - 10.45am 60 min visit 10.50am - 11.20am 30 min visit 11.30am - 12.00pm 30 min visit 12.15pm - 1.15pm 60 min visit 1.20pm - 1.50pm 30 min visit 2.00pm - 3.00pm 60 min visit Total worked 6 hours and 45 minutes paid plus basic weekday rate in travel time and 25p per mile mileage

Reading, Wokingham, Maidenhead, Winsdor & Bracknell

If my schedule changes at the last moment and I need to be paid the mileage for an unplanned call. How do I reclaim this?

Our systems calculate all your Mileage from your first customer to your last. Please note you are not paid from home to your first customer or from your last customer to your home.

If you were taking a customer shopping or out on a social visit or picking up medication for example, then you will need to complete the mileage link, this will be given/shown to you at the shadow meeting. The form will need to be in by the 22nd of the month before 12pm.

My DBS has been returned; do I pay for this?

You will be expected to make a contribution towards this which will be £40, Bluebird Care will pay the other amount owing. This will be taken out of your first pay (If earnt over £200) or your second pay. We will need to see the paper copy of your DBS once you have received this. Also, please remember if you intend on registering with the update service, this will need to be done within 28 days of receiving your DBS, there is an annual payment of £13. This is such a great service and Bluebird Care really recommend you do this.

How do I change my availability?

Adding to or reducing your availability has an impact on our customers. Therefore, we ask that when you change your availability that you give us 4 weeks’ notice. You will need to request this via your care coordinator, a meeting will be arranged to discuss your needs and circumstances. Every situation is different and each one will be dealt with accordingly.

What is the parking situation?

When visiting the office, we do have limited parking spaces. Once you pull into the Hicks Industrial estate take a left turn immediately, our parking allocations are along side the back brown fence. Please walk round to the font of the building and press the buzzer. A member of the team will great you in to the building.

In Maidenhead and Windsor, we have carers parking permits. The supervisor orders it but the carer must notify us when it is due to expire. In Reading, carers can buy a permit from the council for £40 per year. The carer must apply for this, not the business.

If I have a doctor’s appointment, or something similar, and I need to come in later, or leave earlier what do I have to do?

Bluebird Care do ask that when making appointments, please try and book them outside of your confirmed availability with us however we do understand that this isn’t always possible. You need to let your line manager know as soon as possible and they will support you as much as possible.

Reading, Wokingham, Maidenhead, Winsdor & Bracknell

Are people allowed to use their mobile phones in a customer’s home?

Everyone has a life. But you’re here to work. Please refer to our mobile phone policy.

If I have a problem, am I limited to only discussing it with my line manager?

We have worked hard to build an open-door culture, so you are entitled to talk to whoever you feel comfortable with.

You may wish to talk to the person who interviewed you, trained you, worked with you in the community or someone from the leadership team. You are not limited to speaking to your line manager only. We are all a friendly bunch.

What happens during my shadow shifts?

When you are ready to go out shadowing you will be invited into the office to meet with a member of your team.

During this meeting, you will discuss the customers you are going to meet, get to know their needs and any other information required. You will usually work with the Care Assistant and same customers for a few days. It is down to you how you treat these 3 days, after all this is your training. You may wish to stand back and watch, gain rapport or you might just want to get stuck in and do more of the practical side of the call with the carer supporting you. There is no right or wrong way, you have to do what is right for you.

On day 3 of shadowing you will have another meeting to discuss how the first 3 days have gone and if you require any further training or support. You will be asked if you are happy to start working solo. You will work for a few days with the customers you have met. Please note you will meet more customers to ensure you learn new skills and have knowledge of all our customers within the areas we cover, you are not restricted to just one area.

What is a ‘double up’?

A double up is two Care Assistants working together to meet the customer’s needs. This may be due to the customer needs and the support they require with transferring safely.

Where do I get my PPE (Personal Protective Equipment)?

All PPE can be collected from the office, please come by in office hours when needed. Someone will help you when you do this for the first time.

How do I find out how I am getting on?

Bluebird Care have a 12-week induction plan for you, this has helped many Care Assistants because you have regular contact with your office team, regular feedback, opportunities to express how you are feeling.

Once your 12 weeks is up you will have a supervision every month, this might be a face to face supervision, a telephone supervision, a spot check or a rounds meeting.

Reading, Wokingham, Maidenhead, Winsdor & Bracknell

How do I find out about passing my probation?

Passing your probation is a big accomplishment and we like to help you celebrate this. You will be invited to meet your line manager, and this will be your probation meeting. At this meeting you will gain further feedback, discuss how the last 6 months have been, discuss your plans and where you see yourself in 12-24 months’ time. If you have had sickness or poor reliability your probation may be extended.

A customer has asked me to do something that isn’t in the care plan.

What do I do?

If this happens, and it is likely it will happen, please remember your training. It is only natural for us as human beings we want to help; however, remember you could be putting yourself and customer at risk. If a customer asks you to do the hoovering, then just explain you will need to call the office first as it is not in the care plan. This is because the hoover may not have been risk assessed and we have not been made aware of any potential risks to you or the customer. We can make changes very quickly to customers care plans, the most important thing to remember is call the office first. You can also use our customer care plan changes link to inform us of anything that may need to be added to the care plan going forward. This link will be given/shown to you in your shadow meeting.

I can’t access the customer’s house because there is a key safe in place.

How do I get the access code?

All details on how to gain access to a customer’s home is on your PASS phone. If you still have problems, then please call the office or on call depending on the time. Please refer to the Day 1 training and hand out given to you in your shadow meeting regarding keysafes.

The customer does not appear to be at home, or I can’t gain access into the customers home. What do I do?

If you are unable to gain access to a customer’s home, you must call the office. We can advise you on how to gain access to the customer’s home. The office will contact the customer directly or any family members to find out if the customer has gone out.

If you gain access but the customer does not appear to be home, you must check every room in the house and the garden to ensure they have not fallen somewhere. Call the office and advise what you have done. The office can advise you on what to do next.

What kind of contract will I get?

A guaranteed hours contract will be given to you. In your contract will be the amount of hours we offer monthly as a minimum although if you say you are free to work and give us your fixed availability, then you will have work given to you. There is always over time offered as well. Bluebird Care ask that you commit to the shifts you have given to work.

If you wish to discuss this further, then please do ask to speak a team member.

Reading, Wokingham, Maidenhead, Winsdor & Bracknell

What is my notice period?

In your first 6 months you will have to give 4 weeks’ notice, this also applies to Bluebird Care who have to give you 4 weeks’ notice. When you pass your 6 month probation both parties then need to give 6 weeks’ notice.

How do I report a concern or need to complain?

Your first point of call would be your line manager. However, like before you may have a better relationship with someone else in the office and wish to discuss the concern with them. The main point is you have raised this, and it will be dealt with.

What car insurance do I need to be fully insured when out working?

You will be required to have class one business insurance. Without this you will not be covered to take our customers out in your car and also if you were to have an accident whilst driving during your round, you will not be covered by your insurance. To get business insurance we advise to search around different companies for the best quote. THIS IS A MUST AND NOT OPTIONAL.

What do I need to do if I require sponsorship?

We will apply for your sponsorship for 2 years, when this expires we will review your performance and confirm if we will be renewing your sponsorship.

What we need from you is your: Current passport BRP card View and Prove code ILETS certificate Police clearance This must be provided to us before your start date.

Reading, Wokingham, Maidenhead, Winsdor & Bracknell

Bluebird Care Emergency Process Bluebird Care operate an Out of Hours service from 6am to 8.30am and 5pm to 10pm weekdays and Friday 5pm to Monday 8.30am Including bank holidays.

In an EMERGENCY please call the following numbers 07912 209 651 (Reading out of hours) 07702 965 736 (Maidenhead out of hours) Below are the reasons why you should or shouldn’t call the Emergency on call.

When do I call 999? ·If a customer has fallen, unconscious, unresponsive, having a seizure, breathing difficulties, chest pains, choking or any life-threatening condition than you will have to call 999 ·If there is a fire call 999 – DO NOT ENTER ·If a customer’s house appears to be broken into call 999- DO NOT ENTER ·Please call the Emergency Out of Hours once you have called 999 – do not call us first

When do I call the Emergency phone for a customer?

Always call us if there has been a medication error, examples: missed medication, given the wrong medication, missing medication, given medication at the wrong time, if you find any loose medication or if you have any medication concerns.

Always call us if a customer is or seems unwell or if a customer is requesting to see a doctor or nurse, we will then guide you on what steps to take.

Always call us if you arrive and find a customer not answering their door or not in and seek guidance Always call if a customer if refusing medication, food, fluids, personal care etc Always call us if you are concerned about a safeguarding issue. It is better to be safe than sorry! Please ensure this is discussed in privacy between yourself and the person on the call. DO NOT put this in your care notes, family members are able to see them.

Always call us if you have a health and safety concern for yourself or the customer

Safeguarding issues, health issues and medication issues need to be reported immediately

Reading, Wokingham, Maidenhead, Winsdor & Bracknell

When do I call the Emergency phone for myself?

Always call us when you are running more than 15 minutes late. Try to call us as soon as possible so we can notify your customers and colleagues. Please do not text as this can be missed.

Always call us if you are unwell and cannot work and feel unable to work your shift. Please DO NOT TEXT, we do not accept any sickness via text. Please be aware you may be required to complete your first 2/3 calls to support our customers. This will allow the person on call to cover your work as they may be out working as well.

If you are working at 7am then you will need to call the out of hours number at 6am (No earlier, No later). If you are working an evening shift, you must call as close to 8.30am as possible. If you know you are too unwell to work the day before your shift, please do not leave it till the last minute to call us. We understand sickness can just happen; however, it is very important that we get as much notice from you.

When should I send a whatsapp message to the group?

If there is a problem with PASS If PASS is not up to date – you may then be asked to call us For none emergency issues – please note these may not get responded to until the next working day If you have any concerns regarding carers conduct, text to request a call back

ONCALL IS NOT TO BE USED FOR THE FOLLOWING Please refrain from texting the on-call phone late at night and early hours in the morning. Please ask your- self what can be done at midnight or 4am in the morning.

Please do not text or call any other numbers after 5pm or before 8.30am other than the number given above. If you call or text a member of staff outside of office hours your request will not be dealt with.

Texting in when you are sick and cannot work Texting or calling in to request annual leave, refer to the annual leave link To complain about your rota, pop into the office and get a meeting booked in with your coordinator Calling to discuss any office issues - this is not the time to discuss this Please do not assume the on-call person knows about any of the concerns you have found On-Call is not to be used for a chat line, we do love to chat with you, however not when we are on call To get access numbers and key safe numbers… plan your day ahead as soon as you have your rota ring for these in office hours. however, all access details will be found on pass

Other Oncall information There is only one person on call.

The Emergency phone is just that, for an Emergency, so please think if your call can wait, can I just send a message or can this wait until the office is open.

Remember if you call and it is not an emergency someone who has an emergency might be trying to get through!

Please be aware at 5pm and 8am the on-call person is driving, and it will be difficult to answer the phone.

The person who is on call could be out working or dealing with an emergency so please be patient if you are waiting for them to reply to your phone call.

Please plan your rota and if you have a new customer and you wish to talk to someone, then call the office during office hours.

Reading, Wokingham, Maidenhead, Winsdor & Bracknell

Contact Numbers During office hours please initially call the office number. If you need to contact anyone in the evenings or at weekends, please call the out of hours number for the area your customer lives.

Maidenhead Office 01628 566 244 In an EMERGENCY please call 07702 965 736

Reading Office 01189 863 552 In an EMERGENCY please call 07912 209 651

Maidenhead Team Alex Witten - Registered manager Rebecca Underwood - Supervisor Sharon Cleary - Supervisor Cat Ferguson - Coordinator

Reading Team Kerry Brooker – Registered manager Angela McMillan – Supervisor Tina Miles - Coordinator Abigail Raeburn-Ward - Customer Care Champion

Live in Care 01189 863 552 / 01628 566 244 Live in care team Julia George - Line Manager Please remember that on-call is managed by the office team and Customer Care Champions.

All on-call staff have already worked a full week and it isn’t fair for them who cover on-call to receive calls and texts that can really wait until Monday or the following day.

I have received, read and fully understand all the information above.

Candidate name: ………………………………………..

Signature: …..……………………………………………

Dated:……………………………………………..............

Reading, Wokingham, Maidenhead, Winsdor & Bracknell