Proven Experience for the State of Delaware
Home Instead Senior Care (179) is a subcontractor to United HealthCare Insurance Company, and its affiliate, Unison Health Plan of Delaware, supporting the Delaware Medical Assistance Managed Care program. This program includes Delaware Healthy Children Program (DHCP), Delaware Medical Assistance Managed Care Program (MMC), and the Diamond State Health Plan (DSHP), collectively under the Delaware Department of Health and Social Services DHSS). Under this contract, we provide Personal Care/Attendant Care Services, including assistance with activities of daily living (ADL‘s) (bathing, dressing, personal hygiene, transferring, toileting, skin care, eating and assisting with mobility). When specified in the plan of care, this service includes assistance with instrumental activities of daily living (IADL‘s) (e.g. light housekeeping chores, shopping, meal preparation). We have been working on this project for 3-1/2 years.
Our Home Health Care Software Platform
Home Instead Senior Care (179) has invested in a Home Health Care Software Platform called ClearCare. ClearCare addresses every pertinent aspect of providing care to others, including a CRM for tracking consumers, a Caregiver Portal for our CAREGivers, scheduling tools, and reporting and analytics. We will discuss the benefits of ClearCare in more detail in Section 2.2.2 Service Standards.
2.2WorkPlan
2.2.1
ServiceArea
Home Instead Senior Care (179) covers the following geographical service areas: Kent, Sussex, and southern New Castle (Middletown) counties. The areas we cover include Bethany Beach, Bridgeville, Camden, Clayton, Dagsboro, Dover, Ellendale, Felton, Fenwick Island, Frankford, Frederica, Georgetown, Harrington, Kenton, Laurel, Lewes, Lincoln, Milford, Millsboro, Milton, Ocean View, Odessa, Port Penn, Rehoboth Beach, Seaford, Selbyville, and Smyrna.
2.2.2
ServiceStandards
6.1 The provider must comply with all Federal, State, and local rules, regulations and laws applicable to the provision of the service. Home Instead Senior Care (179) complies with all Federal, State, and local rules, regulations and laws applicable to the provision of the services we provide.
6.2 Eligible personal care providers include:
6.2.1 Home health agencies licensed by the State of Delaware
6.2.2 Personal assistance services agencies licensed by the State of Delaware
Home Instead Senior Care (179) is licensed as a Personal Assistance Service Organization in the State of Delaware. A copy of our license is included in Section 3.1.
6.3 The provider must develop and maintain policies and procedures for the delivery of personal care services.
Home Instead Senior Care (179) develops and maintains policies and procedures for the delivery of personal care services. Besides the usual employee handbook, Home Instead provides each CAREGiver℠ with a CAREGiver Guide and training before they ever step foot inside a consumer’s door.
There’s a difference between training and learning. When an individual is engaged with others and can learn through all their senses, he or she internalizes that knowledge. That’s why Home Instead Senior Care (179) provides training through intensive, interactive group settings where curriculum is delivered through a series of classes that include speaking, role-playing and interaction. These settings bring real issues and personal needs to life. What’s more, they create a support system for our CAREGivers to learn from each other and bring innovative ideas about caring from personal experiences to each other. In turn, that knowledge extends to those they serve.
Home Instead Inc. partnered with the Center for Aging Research and Educational Services (CARES) program at the Jordon Institute at the University of North Carolina at Chapel Hill School of Social Work to develop initial CAREGiver training. This is the first step in providing CAREGivers with the knowledge and skills they need to provide quality care to our clients. There are three required classes, each about 1 1/2 hours long, for all newly hired CAREGivers.
THREE REQUIRED COURSES FOR CAREGIVERS
THE AGING PROCESS
“The Aging Process” focuses on what happens to the body during natural aging as well as with some chronic conditions, and what to do to support clients. CAREGivers also participate in a hands-on activity that will simulate some of the challenges of aging.
SAFE CLIENT, SAFE CAREGIVER
“Safe Client, Safe CAREGiver” teaches CAREGivers how to keep their client and themselves safe. They will learn how to prevent injuries and what to do if they do occur. One activity helps participants recognize potential safety hazards in a client’s home.
BUILDING RELATIONSHIPS
“Building Relationships” focuses on how to build trust, ask openended questions, connect with the client, and demonstrate respect for them.
Each class includes:
Trainer guide
CAREGiver guide
PowerPoint presentation
Quiz
Job aids
Certificate of completion
Binder inserts for CAREGiver guides
6.4 DSAAPD authorizes the number of service hours a consumer will receive.
6.4.1 All personal care services must be prior-authorized by DSAAPD.
6.4.2 DSAAPD may establish service caps based on available funds.
6.4.3 DSAAPD may authorize service hours above established caps in cases of emergency or extreme need.
Home Instead Senior Care (179) recognizes and will comply with the number of service hours DSAAPD authorizes for a consumer to receive. We understand and agree that all personal care services will be prior-authorized by DSAAPD, service caps will be based on available funds, and service hours may be authorized above established caps in cases of emergency or extreme need. The Client Liaison will be responsible to tracking service hours and obtaining any necessary authorizations.
6.5 The provider is responsible for conducting an initial in-home visit and developing a detailed care plan for each consumer. The diagram below illustrates our work process for home visits and creating careplans.
When we receive a work order for a new consumer, our Service Manager selects a CAREGiver Supervisor to oversee the case. The CAREGiver Supervisor conducts the initial in-home visit, develops an individualized, detailed care plan for the consumer, and selects a CAREGiver. The care plan is loaded into our ClearCare software.
Our ClearCare software platform allows us to match CAREGivers to consumers using 20+ matching criteria, including client requirements, client preferences, distance, driver, and availability.
The Client Liaison takes the CAREGiver to the consumer’s home for an initial meeting. The Client Liaison reviews the home environment and looks for any safety concerns. and ensures the CAREGiver will be a good fit for the consumer.
After the first official shift, the CAREGiver Supervisor contacts both the consumer and the CAREGiver to ensure that services were acceptable and that everything started on a good note.
The Client Liaison is responsible for tracking all required visits and communicating findings via our ClearCare software. The CAREGiver Supervisor follows up with each assigned CAREGiver on a monthly basis to ensure they have the tools, understanding, and commitment to complete all assigned shifts.
6.6 The provider must complete the assessment and care plan within five (5) working days of the referral.
Home Instead Senior Care (179) will complete the assessment and care plan within five (5) working days of the referral. Frequently, we are able to complete these within forty-eight (48) hours. The CAREGiver Supervisor is responsible for the care plan, which is updated in accordance with state regulations.
6.7 The provider must start services within ten (10) days of the DSAAPD referral. If the provider does not start services within ten (10) working days of referral the provider must notify DSAAPD regarding the reason for delay.
Home Instead Senior Care (179) will start services within ten (10) days of the DSAAPD referral. If services do not begin within ten (10) working days of referral, the Service Manager will notify DSAAPD of the delay and the reason for the delay via email or fax. Normally, services are able to begin within five (5) days.
6.8 The provider must re-assess a consumer in accordance with state regulations. We will re-assess a consumer in accordance with state regulations. The Client Liaison re-assesses clients every ninety (90) days. Prior to the visit, the Client Liaison talks to CAREGivers, family members, and office staff. They will review the Plan of Care, current schedule and log any notes they have. During the visit, the Client Liaison works with family members and the consumer to identify any changing needs and opportunities to improve their quality of life. To ensure our understanding, we summarize the notes we have taken and ask them to confirm accuracy, then make recommendations to address any problems and opportunities. We then confirm with the consumer and their family that they agree to the updated Care Plan, update the plan in the ClearCare platform, and communicate it to the CAREGiver.
6.9 The provider must maintain a current care plan in the consumer’s home.
Home Instead Senior Care (179) will maintain a current care plan in the consumer’s home. The Care Plan is given to the consumer in a folder and also includes:
The Client’s Bill of Rights;
Information about State of Emergencies;
Basic Instructions for Emergency Assistance;
Office Contact Directory;
Grievance Procedures for the State; and
Current Client Newsletter.
6.10 The provider must make every effort to furnish personal care at times/days agreed upon with the consumer.
Home Instead Senior Care (179) will make every effort to furnish personal care at times/days agreed upon with the consumer. One of the benefits of our ClearCare software is that it sends a reminder to the CAREGiver that day before the visit, with a snapshot of the client care plan.
ClearCare has a Live View Dashboard that allows us to monitor care in real time. Our CAREGiver Supervisors can see shift details and contact information to be able to take appropriate action quickly, if needed.
If there is some reason why the primary caregiver is unable to provide care, the CAREGiver Supervisor will call the consumer to inform them of the issue and that a backup CAREGiver will be providing them with service. Because of the size of our staff, we have backup CAREGivers available at all times.
6.11 The provider must report to DSAAPD any changes to a consumer’s care plan prior to implementation, including proposed modification of authorized hours.
Home Instead Senior Care (179) will report to DSAAPD any changes to a consumer’s care plan prior to implementation, including proposed modification of authorized hours. The Client Liaison will contact DSAAPD via telephone, with a follow-up email or fax. All changes to the Care
Plan are documented and reviewed in our ClearCare Software, which provides automated notifications to the Service Manager, CAREGiver Supervisor, and the CAREGiver.
6.14.2 Consumer is placed on skilled care
6.14.3 Consumer is receiving personal care or a similar service from another funding source (e.g., Medicare, hospice)
6.14.4 Consumer changes address
6.14.5 Consumer expires
6.14.6 Consumer refuses services
Home Instead Senior Care (179) will notify DSAAPD within two (2) working days upon occurrence of any events such as:
Hospitalization or institutionalization of the consumer;
Consumer is placed on skilled care;
We become aware that the consumer receives personal care or similar service from another funding source (e.g., Medicare, hospice);
Change of address for the consumer;
Expiration of the consumer;
Refusal of service(s) by the consumer.
The Client Liaison will contact DSAAPD via telephone, with a follow-up email or fax. All changes to the Care Plan are documented and reviewed in our ClearCare Software, which provides automated notifications to the Service Manager, CAREGiver Supervisor, and the CAREGiver.
6.15 The provider must ensure access to authorized representatives of Delaware Health and Social Services and/or DSAAPD to the consumer’s case files and medical records.
Home Instead Senior Care (179) will ensure access to the consumer’s case files and medical records to authorized representatives of Delaware Health and Social Services and/or DSAAPD. We are currently in the process of converting existing paper case files to electronic case files to facilitate sharing with authorized personnel Because our ClearCare software is mobile-friendly, the Client Liaison and CAREGiver have real-time access to updated information.
6.16 The provider must maintain the consumer’s right of privacy and confidentiality. Home Instead Senior Care (179) is dedicated to maintaining the consumer’s right of privacy and confidentiality.
6.17 The provider must comply with DSAAPD quality assurance initiatives related to this program.
Home Instead Senior Care (179) will comply with DSAAPD quality assurance initiatives related to this program.
6.18 The provider must notify DSAAPD of problems which threaten consumer service. The Operations Director, Manager Director, or their designee will notify DSAAPD of problems which threaten consumer service.
6.19 The provider must notify DSAAPD and the consumer in writing two (2) weeks prior to termination of services to any one (1) consumer. 6.19.1 The notification must include reasons for the termination and steps taken by the provider to resolve the issues. 6.19.2 The notification must include the proposed plan of care that will be provided during the two-week period.
Two weeks prior to termination of services to any consumer, the Service Manager will notify DSAAPD and the consumer in writing. The notification will include reasons for the termination, steps taken by Home Instead Senior Care (179) to resolve the issues, and will include a proposed plan of care during the two (2) week period.
6.20 The provider must give DSAAPD thirty (30) days written notice if terminating five (5) or more consumers at a given time. 6.20.1 The notice must include the proposed plan of care that will be provided to the consumers during the thirty (30) day period.
If for any reason Home Instead Senior Care (179) is terminating five (5) or more consumers at a given time, the Operations Director or Managing Director will give DSAAPD thirty (30) days written notice. The notification will include a proposed plan of care that will be provided to the consumers during the thirty (30) day period.
6.21 The following services are allowable:
Home Instead Senior Care (179) will provide services agreed upon with the consumer within the allowed parameters set by DSAAPD, including bathing, dressing, personal hygiene, transferring, toileting, feeding, mobility assistance, skin care, supervision, household cleaning, laundry, washing dishes, making beds and changing linens, shopping for household items, performing errands, preparing meals, escorting the consumer to a physician’s office or other medical facility, or assistance with other identified ADL/IADL-related support needs.
We use our ClearCare platform to both define and assign tasks to the CAREGiver for each individual consumer. The CAREGiver Supervisor creates the Care Plan for each consumer. They select from a predefined list of ADLs and IADLs. After they select the task that needs to be provided, they select the client’s Level of Need (i.e., Independent, Requires Assistance, Dependent), the timeline for the task to be performed, and any special notes related to that task.
Tasks can be assigned to shifts and automatically scheduled to repeat on a prescribed basis.
Our CAREGiver Manual provides detailed instructions for performing each task to our defined standards. For example, these are the instructions for shaving a consumer with a safety razor.
2.2.3InternalProgramEvaluationandMonitoring
Our Quality Assurance process includes calls to both the consumer and CAREGiver after the first shift to make sure everything was satisfactory ad home visits at least every 90-days. We also require CAREGivers to go through annual training and competency testing.
Our ClearCare platform has both standard and custom reporting which allow the Operations Director, Service Manager, and CAREGiver Supervisors to run reports to monitor the program. For instance, the following is a sample of our “Authorized vs. Scheduled vs. Completed [Hours] Report” for a consumer.
2.3ProgramStaffing OrganizationalChart KeyStaffRoles,JobDescriptions,andQualifications
Key Staff Role
The Managing Director is responsible for the overall organization; in effect, acting as CEO and President. The Managing Director is responsible for overseeing the key staff members, relations with the client, and ensuring overall program quality and integrity.
Robert R. Ware has over twenty years of experience as President & CEO in establishing and building multiple multi-million dollar companies. He has more than twenty-two years of security force/law enforcement experience. With his extensive knowledge of security and law enforcement processes, he brings professional competence, knowledge and analytical skills. He founded Home Instead Senior Care (179) in 1999 and has been successfully running it for 17 years.
Operations Manager/Project Manager
The Operations Manager is responsible for creating an efficient and productive office environment by overseeing the company’s administrative employees and coaching other Managers and Supervisors. The Operations Manager uses the company’s tools to train, coach, and monitor administrative workflow on a daily basis. The Operations Managers is responsible for digesting and summarizing key operational metrics to the Managing Director including program evaluation, employee usage and recommendations for new/improved processes based on sound facts and data.
Michele Rudzik has over twenty years of experience in HR and training, understanding all aspects of the employee experience and how to best leverage talent for cost-effective organizational results. She oversaw teams of 5 to 18 employees up to the associate director level to provide outstanding programs for organizational development, compliance, and training. She has been recognized by Wyeth Pharmaceutical’s President, external vendor partners, and the overall industry for outstanding contributions to the discipline. Michele has been in her current role for five years.
Service Manager
The Service Manager is primarily responsible for the leadership and management of Home Instead® staffing department which affect operational efficiency and achievement of the operational goals. This role manages outcomes of department activities and directs changes that will drive achievement of operational goals.
Robin White has nearly 35 years of experience in various operational capacities. She started with Home Instead as a CAREGiver, which provided her with the first-hand experience necessary to make her successful in her current role as Service Manager.
Client Liaison
The Client Liaison performs a variety of duties related to client care including client consultations with potential clients and family members, client/CAREGiver introductions, and quality assurance visits with existing clients. They use a consultative approach to determining each client’s needs to provide solutions and create a tailored service plan. They continuously evaluate the plan through a series of ongoing communications and visits to ensure high quality care and client satisfaction.
Julie Boone began working with Home Instead as a CAREGiver. After providing approximately 2,500 hours as a CAREGiver, she was promoted to Client Liaison. She has conducted orientation classes such as Building Relationships, Personal Care, Activities of Daily Living, Safe Client Safe CAREGiver, and Hospice. Multiple clients have reported that Julie was instrumental in improving the level of care they are receiving by advocating for them to their case worker.
CAREGiver Supervisor
The CAREGiver Supervisor oversees and performs a variety of duties in the coordination of scheduling services for clients through the efforts of professional caregivers. The CAREGiver Supervisor is expected to be responsible for providing excellent customer services to our clients and CAREGivers from members of their team. The CAREGiver Supervisor supervises schedulers, on-call and the caregiver staffs to include monitoring clock ins and outs, late arrivals, productive and nonproductive behaviors, performance, taken on shifts, being responsive for work, coaching and administering annual bonuses and raises. The CAREGiver Supervisor also visits each new client upon the start of service to ensure the right caregiver and client matches.
CAREGiver
The CAREGiver is responsible for contributing to a positive living environment to enhance a client’s quality of life. They document daily activities and report any significant changes in a client’s needs or living conditions. They provide Companionship & Home Helper services which
could include: companionship and conversation, providing stabilization and assistance with walking, preparing meals and cleaning up meal-related items, providing medication reminders and appointment reminders, performing light housekeeping tasks (dusting, vacuuming, making beds, changing linens, cleaning bathrooms, kitchens, etc.), washing and ironing laundry, running errands, accompanying clients to appointments. They also provide Personal Care services which could include: assisting with bathing, assisting with grooming, and assisting with toileting and incontinence issues.
Resumes
Following this page are the resumes of our key professional staff.
Robert Ware, Managing Director
Summary of Qualifications
Mr. Ware has over twenty years of experience as President & CEO in establishing and building multiple multi-million dollar companies. He has more than twenty-two years of security force/law enforcement experience. With his extensive knowledge of security and law enforcement processes, he brings professional competence, knowledge and analytical skills.
Professional Experience
2010Present R2 Global
1999Present RRW, Inc.
President & CEO President and CEO of R2 Global Solutions Inc. Direct, coordinate, manage and/or guide teams of program personnel and contractor acquisition support to meet government and private sector objectives.
Provider of non-medical companionship and home care for seniors. Provide screened, trained and bonded CAREGiver to assist with activities of daily living so that they may age in place (home). Received numerous customer service awards.
19972005 New Castle County Police Department
1985Present United States Air Force
Education:
Trained in tackling antisocial behavior, reducing theft, robbery and streetrelated crime, combating organized crime, counter terrorism, supporting victims and providing reassurance in the community. Responded to calls and requests from the public to assist at incidents such as: criminal activity, domestic disputes, fires and public disorder. Interviewed suspects, victims and witnesses in accordance with legislation, searched individuals, personal property, vehicles, premises and land.
Managed team of specially trained and equipped security forces personnel for deployment as aircrew members on AMC missions as designated by the AMC Threat Working Group. As Nuclear Facility Access Coordinator, solely responsible for granting controlled access to military, civilian host nation personnel and general contractors.
Associates Degree, Para Legal Studies, Wesley College, 1995
Relevant Certifications/Training:
NCO Academy Leadership Development
Michele Rudzik, Operations Director and Project Manager
Summary of Qualifications
Ms. Rudzik has over 20 years of experience in HR and training, understanding all aspects of the employee experience and how to best leverage talent for cost-effective organizational results. She oversaw teams of 5 to 18 employees up to the associate director level to provide outstanding programs for organizational development, compliance, and training. She is familiar with both HR and GMP regulations and their impact on daily operations. She was recognized by Wyeth Pharmaceutical’s President, external vendor partners, and the overall industry for outstanding contributions to the discipline.
Professional Experience
2011Present Home Instead Senior Care Director Sussex – responsible for the day to day activities of the business. Design, implement and execute all short and long term goals for the business. Training new employees, conducting care consultations in prospects homes.
19762010 Wyeth Pharmaceuticals Led team of 5-18 employees (up to Associate Director level) to provide organizational development, change management, performance consulting, and professional, compliance, and technical training to Wyeth’s IS organization globally. Led the initiative to incorporate “e” learning solutions and tools to provide consistency, cost-effectiveness, and a global reach for various professional development, “e” tools, and compliance training programs. Oversaw the creation of IS Core Competencies, a large-scale/global organizational design and standardization effort, and various organizational efficiency initiatives. Performed broad range of HR-related activities including recruiting, interviewing, training, conducting employee relations, supporting onboarding and off-boarding, and leading various projects.
Education
B.A. Human Resource Management, Ashwood University
Certification Human Resource Generalist, Cornell University
Lisa Simmons, Trainer
Summary of Qualifications
Ms. Simmons is a motivated and highly enthusiastic Senior Care Educator, specializing in Home Instead Senior Care senior and personal care. She has helped developing world class caregivers while enhancing their skills, knowledge, capability and professionalism. She has been educating caregivers on Alzheimer's, dementia, and hospice along with the core curriculum to bring awareness and understanding. She implemented first hand caregiver experiences along with skilled personal care training in addition to the Home Instead Senior Care training, which resulted in highly trained, knowledgeable, capable, and professional caregiver equipped with the skills necessary to provide world class service to clients.
Professional Experience
2012Present Home Instead Senior Care
20092012 Bank of America
Education
Created collaborative classroom experience by providing hands on activities which enlightens the caregivers and provides understanding, empathy and compassion for our seniors/clients. Developed interesting course plans to meet academic, intellectual and skilled needs of students.
Deed in Lieu of Foreclosure Specialist focusing on lien searches, applications for trading the deed to prevent foreclosure on homes. Through processing the information by reviewing bank account information, pay stubs, hardship letters, and rental contracts, a decision would be made on the qualification of the homeowner.
Nursing (expected), Delaware Technical Community College, 2018
Julie Boone, Client Liaison
Summary of Qualifications
Ms. Boone has in depth experience in the needs of clients and patients. She has worked in several capacities as a caregiver including personal companionship, patient care, assisting with bathing, oral care cleaning, grooming, toileting and incontinence issues. While working with Home Instead Senior Care, she has reviewed and approved client applications, performing background checks, filing of paperwork, and drafting of care contracts. She is experienced in all of the processes involved in senior home care.
Professional Experience
2008Present P.A.K.S
2011Present Home Instead Senior Care
Supports adults with learning disabilities in their day to day living, assisting with personal care, house cleaning, cooking and shopping.
Provides companionship and conversation to clients along with assistance with errands, transportation, medication reminders, taking clients to appointments and assisting with meals. Conducts QA visit with clients and following up with office staff with any concerns that clients may have, also to collect activity log sheets and deliver any supplies that were needed in clients’ home. Responsible of caregivers staying in compliance with policies & requirements within the company & state, TB, auto insurance, driving license & driving record along with training classes. Assists members that have been in nursing home into the community and help them become more independent in their own environment. Signs new client’s building care plans, assessed home/clients so that the care they would receive is what they need and to enhance their quality of life. QA calls & visits are done to insure that services are optimal for clients, caregivers and case managers.
Education
High School Diploma, Sudbury Upper School, 1990
Robin White, Service Manager
Summary of Qualifications
Ms. White has in touch experience with the needs and requirements of clients and their families through her work with Home Instead Senior Care. Through her work with the patients, she is efficient at training the staffing departments in all of the rules, policies, and laws involved in caring for patients.
Professional Experience
2013Present Home Instead Senior Care Service manager and caregiver for clients. Provides relief for family, assists in daily care for clients, including housework, personal care. Provides leadership and management of Home Instead staffing department, ensuring operational efficiency and achievement of the operational goals.
2010Present Gaming Entertainment Lead Security Supervisor assisting with customer service complaints, training security officers, maintaining logs of all issues, policies, and procedures Complete and collect detailed information for report writing on incidents, customer complaints, slips and falls, and property damage. Trained in first aid/CPR.
Education
Diploma, Army Ordinance School, 1983
High School Diploma, Indian River High, 1980
2.4BudgetProposal
Following this page is our budget proposal.
3.0SupportingDocumentation
Following this page are the following documents and forms:
3.1DelawareLicenseandCertifications
3.2StateofDelawareBusinessLicense
3.3ProofofInsurance
3.4Non-CollusionStatement
3.5RFPExceptionForm
3.6ConfidentialityForm
3.7BusinessReferenceForm
3.8SubcontractorForm
3.9EmployingDelawareansReport
3.10OSDApplication
3.11StatementofComplianceForm
3.12Bidder’sSignatureForm
3.13CertificationSheet
