Tutorials

TEXT OF PRESENTATION IN VIDEO:

HIRING & MANAGING PCA’S:

Preparing for the Challenge

Introduction

• Get savvy about all aspects of employing PCA’s.
• Learn strategies for canvassing; screening; Interviewing & Managing PCA’s
• Explore conflict resolution methods

Agenda

• LICIL’s CDPAP—A Quick Review
• Finding candidates for the job
• Screening responses
• Conducting interviews
• References & Background Checks
• Steps to take once you’ve made your selection
• Agenda (Continued)
• Signing-up PCA’s with CDPAP
• The Contract:  Defining roles and needs
• Training
• Honing your management skills
• Avoiding difficulties
• Resolving problems
• The task of firing a PCA

Overview

• Attention to detail will go a long way to developing effective and lasting working relationships with PCA’s. 
• Get comfortable with the various aspects of your role as employer
• Finding Candidates for the Job
• Consult with friends who work with PCA’s.
• Place ads in local papers, including disability publications like Able Newspaper and those targeted to specific audiences, ie; ethnic groups.
• Place flyers on bulletin boards in local churches; colleges/universities; & libraries

Screening Responses

• Take initial clues from phone calls received.  GO WITH YOUR GUT!
• Avoid setting-up interviews with persons who make a negative impression on the phone.
• Arrange interviews with those who sound enthusiastic and demonstrate an understanding of job requirements.

The Interview

• Hold the interview in a location where you are comfortable.
• Ask a friend to sit-in on the interview.
• Have a set of detailed questions prepared.
• Look for signals that indicate whether the applicant is a good match for the position.
• Ask the candidate to explain their understanding of the job and its requirements.
• Underscore any critical points, ie; house rules and unusual scheduling issues. 
• Confirm facts about your daily routine & expectations of the applicant.
• Explain that you will conduct a thorough reference & background check.
• Discuss issues including required hours; pay; benefits; etc…
• Provide the opportunity for applicant to ask questions and let them know when you anticipate making a final decision.
• Reference & Background Checks – “The Devil is in the Details”
• Information from sources like professional & personal references and law enforcement agencies are critical to ensuring that the person(s) working with you in your home are trustworthy.
• You cannot afford to take applicants at their word.  Your safety and peace-of-mind could be at stake if you fail to check references and background data.

Conducting Effective Reference Checks

• Avoid applicants who cannot provide references.
• Contact ALL references provided by the applicant.
• Identify yourself and the reason for your call
• Keep a record of those you spoke with and their remarks.
• Confirm the reference’s relationship to the applicant.
• Ask how long they have known the applicant.
• Address issues ie; work ethic and honesty.

You’ve Made Your Choice!  Now What?

• It’s time to get your PCA(s) and backup staff registered with LICIL’s CDPAP program.
• Several important steps must be taken in order to allow the process to go smoothly.

Back-up Coverage—An Absolute Must!

• Since CDPAP affords you control over who works for you, you, in turn, are expected to arrange for back-up coverage in case your regular PCA is ill or on vacation.  REMEMBER:  LICIL is not responsible for providing back-up PCA’s.

Therefore, in order to sign-up for the program, you must register a DSS-Assigned number of back-up PCA’s.  (This number is determined by the hours of service your are deemed eligible for by DSS.)

The Contract – Defining Roles & Needs

• The CDPAP Contract is the document that identifies clearly the responsibilities & expectations of both consumer & PCA.
• It can be revised according to the needs of the consumer.

Training Your PCA

• Unlike traditional home care agencies, CDPAP empowers you – the consumer– to provide any necessary training of PCA(s).
• You know your needs better than anyone else, and therefore, are the person who should guide your PCA on issues of your care.
• Be clear from the outset and allow the PCA to ask questions in order to avoid problems later.
• Re-training may be necessary at some point, particularly if your needs change or a PCA could benefit from a refresher session.

Managing Your PCA:
The Art of Diplomacy

• A good manager is an effective communicator.
• Help your PCA’s to feel that you are always approachable if they have a question or concern
• Make your expectations clear…
  …But remember to be fair.  The best consumer-PCA relationships are built on mutual respect and the ability to consider issues from the other’s point of view.
• Avoid asking your PCA to perform tasks not included in your contract agreement.

Steering Clear of Potential Problems

• Be clear from the outset.
• Always Communicate.
• Stick to the Contract.
• Be fair & Flexible.
• Don’t Manipulate.
• Address problems when they occur.

Conflict Resolution Tips

• Address concerns in a calm and professional manner.
• Avoid accusations whenever possible.
• LISTEN
• Remain open to what the other person has to say.
• Explain where you are coming from without losing your temper.
• Suggest reasonable solutions.
• Arrange for an objective person to act as mediator if you cannot resolve the issue on your own.

The Decision to Fire A PCA: A Choice to be Made Carefully

• Don’t jump the gun.  Good help is hard to find.
• Try every possible means to address & resolve problems BEFORE they escalate
• Be certain that your choice is based on fact rather than emotion.

BUT…..

• Never feel that you must continue working with a PCA who is physically or emotionally abusive.

The Take-Away

• The opportunity to hire PCA’s and maintain control over who works with you is a spectacular opportunity.
• Finding the right PCA(s) won’t always be easy, but it is worth the “legwork” you must put into it.
• Utilize resources.
• Go with your gut.
• Conduct reference & background checks.
• Learn effective management skills.
• Stick to the contract & make boundaries clear from the outset.
• Have back-up PCA’s selected at your initial sign-up with CDPAP.
• Communication and willingness to address problems immediately can preserve a cooperative & successful consumer/PCA working relationship that will last.
• Make careful and thoughtful choices.
• Never remain in an abusive situation.
• Contact LICIL for guidance when you need it.

Suggested Reading

• Caregivers and Personal Attendants: How to Find, Hire and Manage the People Who Help You.  By Alfred H. DeGraff
• Avoiding Attendants from Hell: A Practical Guide to Finding, Hiring & Keeping Personal Care Attendants. (2nd edition) By June Price

EVV Video Transcript:

EVV Electronic Visit Verification What is EVV & Why Is It Required? Electronic Visit Verification is a system by which Medicaid funded personal care services, companion services or respite care services that require home visits are electronically tracked. EVV is a part of the 21st Century Cures Act & is required by all Consumer Directed Fiscal Intermediaries. The Cures Act strictly limits the use of paper timesheets by requiring fiscal intermediaries to offer multiple options for clocking in & out. The only time paper timesheets should be allowed is for power outages, a P.A. forgetting to clock-in or out or if the P.A. enters an incorrect PIN. Goal is to reduce fraud & abuse. What Information Does the Cures Act Require Us to Capture? We are required to capture six data points: Service type, which is Home Care Service recipient – Consumer Date of Service Location of Service, i.e. consumer’s home Person providing the service, the P.A. Beginning & end time of service Type of EVV System LICIL Uses Caretime phone system where a personal assistant calls 844-329-0802 A free app can be downloaded to a consumers or a personal assistants smart cell phone (i.e. Apple iPhone & Androids) or tablet Apple Link:

https://apps.apple.com/us/app/caretime/id1448030167 Android Link: https://play.google.com/store/search?q=Caretime&c=apps   

 Things to Make Note Of Important to verify registered telephone numbers otherwise PA may get an invalid PIN response when clocking in. Method the P.A. uses to clock-in must be the same method that must be used for clocking-out. If you use the app to clock-in, you must use the app to clock-out at the end of the shift. Consistent improper use of EVV can result in a consumer being deemed not a good candidate for CDPAP or the PA losing his or her job for improper use of the system. Clocking-In Using Caretime Phone System For Cases That Are Not Sleep-In 1.) Call 1-844-329-0802 2.) Press 1 to continue in English 3.) When you hear “Please enter your employee code’’, enter your four digit PIN followed by #. 4.) The system will say “The Job Description is” the name of the consumer you are working for, for example John Smith 5.) After that you will press 1 to Clock-In. The system will tell you the time you called in. Clocking-In Using Caretime Phone System for Sleep-In Cases 1.) Call 1-844-329-0802 2.) Press 1 to continue in English 3.) When you hear please enter your employee code, enter your four digit PIN followed by # 4.) The system will say “The job description is the consumer’s name” 5.) After this you will press 1 for Clock_In. The system will tell you the time you called in.

Clocking-Out Using Caretime Phone System for Sleep-In Cases 1.) Call 1-844-329-0802 2.) Press 1 to continue in English 3.) Please enter your employee code, your four digit PIN followed by # 4.) The system will say “The job description is the consumer’s name that you are working for” 5.) After this you will press 1 for Clock-Out. The system will tell you the time you clocked out & the total hours you worked for the day. * Please note that you must clock out before you can make your daily clock-in every morning that you are working. Questions or Having Trouble Using EVV? Call Long Island Center at 516-796-0144 & we’ll help you.

Video Transcript en Español:

EVV Sistema de Verificacíon Electrónica de Visitas ¿Qué es EVV y por qué es requerido su uso? COMO PARTE DE SU ORIENTACION COMO ASISTENTE PERSONAL DIRIGIDO POR EL CONSUMIDOR, ESTE VIDEO LE EXPLICARA A USTED EL PROCESO DE VERIFICACION ELECTRONICA DE VISITAS. LA VERIFICACION ELECTRONICA DE VISITAS CONOCIDO COMO EVV, ES PARTE de una ley Publica llamada acta de cura del siglo21, (traducción literal) requerido para todos los INTERMEDIARIOS FISCALES DIRIGIDOS POR EL CONSUMIDOR, COMO ES EL CASO DE LICIL. EL PROPOSITO DE ESTA ACTA ES REDUCIR EL ABUSO Y FRAUDE A MEDICAID. ¿Que Información Captura el Acta de Cura del Siglo 21? ESTE PROCESO RASTREA LO SIGUIENTE: 1. EL TIPO DE SERVICIO, EN ESTE CASO CUIDADO EN EL HOGAR, 2. QUIEN RECIBE EL SERVICIO-EL CONSUMIDOR, 3.EL DIA QUE EL SERVICIO FUE PROVISTO, 4. EL LUGAR DONDE FUE PROVISTO, TIPICAMENTE LA CASA DEL CONSUMIDOR, 5. LA PERSONA QUE PROVEE EL SERVICIO O SEA USTED EL ASISTENTE PERSONAL 6. POR ULTIMO RASTREA EL COMIENZO Y EL FINAL DEL SERVICIO. Tipos de Sistema EVV que LICIL usa. Sistema de llamada Caretime donde el Asistente Personal llama al número telefónico: 844-329-0802 Una aplicacion gratis que puede ser bajada al teléfono inteligente del Consumidor o Asistente Personal (ejemplo apple iphonen,teléfonos androides o tablets. Enlace de Apple : https://apps.apple.com/us/app/caretime/id1448030167 Enlace de Android : https://play.google.com/store/search?q=Caretime&c=apps   

 Tenga en cuenta lo siguiente: Muy importante que revise los números de teléfonos que están registrados pues si no son los correctos su Asistente Personal no podrá marcar su entrada ó salida. EL metodo que utilza la Asistente Personanl paa marcar la entrada es el mismo que debe usar para marcar la salida es mismo día. Si usted use el App para macar entrada, tiene que usar el app para marcar salida al final de su turno. Sí el Sistema del teléfono le pide que ingrese el código de trabajo despúes de haber ingresado el código de empleado (PIN) esto significa que el telefono del consumidor es privado. La asistente personal debe ingresar: *82 y marcar 1-844-329-0802 inmediatamente. El uso impropio consistente del Sistema EVV, puede resultar en que se determine que el consumidor no es un buen candidato para pertenecer al programa de CDPAP ó que el Asistente Personal pueda perder su trabajo por uso impropio del Sistema. Marcando usando el Sistema Caretime para los casos que no son Internos( Sleep-in) 1.) Marque el 1-844-329-0802 2.) Presione 2 para continuar en Español 3.) Cuando escuche “Por favor ingrese su código de Empleado’’, presiones los 4 digitos de su número de PIN seguido de la tecla de #. 4.) El sitema le dirá “ La descripción del trabajo es” y le dira el nombre del consumidor para el que usted trabaja, por ejemplo Maria Diaz. 5.) Despues usted presionará 1 para marcar Entrada y el Sistema le dirá la hora que usted entro. Marcando Entrada usando el Sistema telefonico de Care para casos Internos (Sleep-in) 1.) Marque 1-844-329-0802 2.) Presione 2 para continuar en Español 3.) Cuando escuche “por favor ingrese su codigo de empleado”, marque los 4 digitos de su número de PIN seguido de la tecla # 4.) Es Sistema le dirá “La descripción de trabajo es” y le repetirá el nombre su empleador. Ej. Maria Diaz. 5.) Despúes de esto usted presiona 1 para marcar Entrada. El Sistema le dará la hora que usted marco entrada. Clocking-Out Using Caretime Phone System for Sleep-In Cases 1.) Marque 1-844-329-0802 2.) Presione 2 para continuar en Español 3.) Cuando escuche “por favor ingrese su codigo de empleado”, marque los 4 digitos de su número de PIN seguido de la tecla # 4.) Es Sistema le dirá “La descripción de trabajo es” y le repetirá el nombre su empleador. Ej. Maria Diaz. 5.) Despúes de esto usted presiona 1 para marcar Salida. El Sistema le dará la hora que usted marco Salida. *Por favor asegurese de marcar la salida todos los dias. Esto es importante para que usted pueda marcar su turno diariamente en la mañana siguiente por los dias que usted trabaje. Para Preguntas ó sí esta teniendo problemas para usar el EVV Llámenos a la oficina de LICIL al 516-796-0144 y le ayudaremos!