Welcome to Evergreen!
Starting a new caregiving role often comes with plenty of questions. From clocking in to knowing what to wear, understanding our expectations helps you feel confident and prepared. And we understand that you may not remember everything from Orientation. So, here are answers to some common questions about working at Evergreen Private Care and caring for our clients.
1. When does the workweek start, and when do I get paid?
Evergreen’s workweek runs Sunday through Saturday, and caregivers are paid weekly. You can access your pay information through the ESI employee portal, which is covered during orientation.
- For questions about your hours, pay rate, or mileage reimbursement, call the Finance Department at 772-291-2990
- For questions about benefits, W-2s, tax withholding, or bank account updates, contact Employment Simplified Inc. (ESI) at 888-246-6066.
2. How do I clock in and out?
Use Generations to clock in when you arrive at your client’s home and clock out when you leave. Generations is also where you review the Care Plan and update your caregiving tasks and document your visit.
Always record your actual arrival and departure times. If you forget a punch or experience a technical issue, contact the office promptly by calling the Stuart office at 772-291-2990 or the Ocala office at 352-722-2273. Accurate timekeeping and documentation help support client safety, ensure your hours are recorded correctly and that you get paid without any delays or errors.
3. What if I’m running late or can’t make my shift?
Call the Evergreen office as soon as possible and speak directly with a staff member. A text, voicemail, or email is not a substitute for speaking directly with office or on-call staff.
If you need planned time off, submit your request at least two weeks in advance so the scheduling team has time to arrange coverage.
4. What if a client asks me to stay past my scheduled shift?
You must call the Scheduling Department from the client’s home before your scheduled shift ends and obtain authorization. Do not agree to extend your shift on your own, even if the client or family asks you to stay.
This is especially important for VA clients, whose visits are authorized for a specific number of hours. Unauthorized additional time is not reimbursable.
5. Can I drive a VA client or run errands for them?
No. Evergreen caregivers must never drive VA clients while working on a VA shift. This is an important requirement of our VA Community Care Network (VACCN) contract.
Always follow the tasks outlined in the client’s Care Plan. If a client requests transportation, errands, or other services outside the Care Plan, contact the office rather than agreeing to the request.
6. What should I wear to a client’s home?
Caregivers are required to wear Evergreen’s approved uniform and maintain a professional appearance.
- Navy blue scrubs are the required uniform.
- Wear appropriate, nonslip footwear with socks. Slides, Crocs, and slippers are not permitted.
- Wear your Evergreen ID badge on the upper-right side of your scrub shirt.
- Keep your hair neat and your fingernails clean and appropriately trimmed.
- Keep jewelry minimal; visible body piercings should be limited to the ears.
- Avoid strongly scented perfumes and lotions.
- Make every effort to keep tattoos covered.
Remember, your appearance reflects Evergreen and the professional care we provide.
7. Can I use my personal phone during a shift?
Your personal phone should be on silent and put away during your visit. Use it only when necessary for agency purposes, such as clocking in or completing required documentation, while remaining attentive to your client.
Never photograph or record a client or their home or post anything about a client on social media. Do not give clients your personal phone number. Sharing your personal cell phone number with the client or their family is a violation of Evergreen policies.
If you need to communicate client information to the office, follow Evergreen’s approved procedures rather than sharing confidential information through personal texts.
8. How do I protect a client’s privacy?
Everything about a client, including their health, address, family, and daily routine, is private. Share this information only with authorized members of the care team.
Never discuss clients with friends or family, in public, or on social media. Do not bring friends, children, or family members into a client’s home during your shift.
Privacy also matters when someone drives you to a shift. Avoid discussing the client’s identity, address, health, or personal circumstances with your driver. Protect the client’s information before, during, and after every visit.
9. What if a client asks me to do something that isn’t on the Care Plan or Task List?
Do not perform tasks outside the Care Plan, even if the client or family requests them. If you are unsure whether a task is permitted, call the office for guidance.
Before starting a new case, read the Care Plan completely. If something is unclear, contact the office before the visit.
10. What should I do if a client falls or has a medical emergency?
If a client experiences a medical emergency or appears seriously injured, call 911 immediately. Do not delay emergency assistance to contact Evergreen.
- Stay calm and ensure safety. Check the area for hazards and reassure the client.
- Avoid unnecessary movement. If you suspect a serious injury, especially to the head, neck, or back, do not move the client unless there is immediate danger or movement is necessary to provide lifesaving care.
- Stay with the client. Monitor their condition and aid within the limits of your training.
- Notify Evergreen. Contact the office as soon as it is safe to do so.
What if the client falls but seems okay?
Do not assume the client is uninjured or attempt to lift them without determining whether it is safe. If you suspect a serious injury or are unsure whether emergency assistance is needed, call 911. Contact the office promptly for guidance.
After the incident: Report every fall, injury, significant change in condition, or unusual safety concern promptly. Complete the required Incident Report, documenting what you observed, and the actions taken. Stick to the facts and do not speculate about the cause or extent of an injury.
Remember: Client safety comes first. When in doubt, seek emergency assistance and notify Evergreen as soon as it is safe.
11. Can I accept food or meals from a client or their family?
In a client’s home: If a client or family member offers you food or a meal, please use good judgment and follow Evergreen’s caregiver guidelines. When in doubt, politely decline and contact the office for guidance. Always maintain professional boundaries and never expect a client to provide food or meals during your shift.
In a facility: Never accept meals, food, or other items provided by the facility for your personal consumption. Facility policies and professional boundaries must be respected, and Evergreen caregivers should not accept food or meals from facility staff.
When in doubt, contact the Evergreen office before accepting anything. Maintaining professional boundaries helps protect our clients, our caregivers, and the trust placed in Evergreen.
12. Who do I call if I have a question or need help?
You are not expected to figure everything out alone. Both Evergreen offices are available 24 hours a day, seven days a week.
- Stuart office: 772-291-2990
- Ocala office: 352-722-2273
Call us about scheduling, assignments, Care Plan questions, timekeeping, or concerns involving a client. We want you to feel supported and equipped to provide excellent care.
A final reminder: At Evergreen, every shift is an opportunity to put our C.A.R.E. values into action: Compassion, Acceptance, Respect, and Excellence. Follow the Care Plan, communicate with the office, protect our clients’ privacy, and remember that you are an important part of the care team.
Have a question? Keep your Caregiver Field Guide handy, and don’t hesitate to call the office. We’re here to help!