CALLING OUT ON A SHIFTCALLING OUT ON A SHIFTTo all Harmony Health employees:
All Harmony Health employees are to always conduct themselves in a professional manner while in the residence of a member receiving care. The following points are not meant to be all-inclusive, rather to serve as a basic guideline for expected Rules of Conduct. Please read all points carefully, and refer to the Employee Manual for additional guidance:
Calling Out on a Shift
Calling out should be limited to EMERGENCY SITUATIONS ONLY and should be accompanied by a follow-up note from the doctor (if applicable). Calling out via text message is NOT ACCEPTABLE; all call-outs must be made by telephone. A Direct Support Professional (DSP) must provide at least 48-hour notice for a call-out request to enable Harmony Health to secure a replacement. Our priorities should be the members that we care for. If you are not there and we are unable to find a replacement, that patient suffers. Please keep this in mind and maintain the professionalism, reliability, and responsibilities required of you in this position.
Disciplinary Policy & Termination
Repeated call-outs, attendance issues, or misconduct may result in progressive disciplinary action, including a verbal warning, written warning, final written warning, and ultimately termination if the issue continues.
Serious misconduct may result in immediate termination, at the Company's discretion, without following the normal progressive disciplinary process. Serious misconduct includes, but is not limited to: client abandonment; abuse, neglect, or exploitation; fraud or falsification of records, timekeeping, or EVV documentation; theft; serious safety violations; threats, violence, or intentional harm to others; unauthorized possession, use, distribution, or sale of prescription medications or illegal drugs; criminal or illegal activity, whether occurring on or off duty, that may reasonably affect client safety, an employee’s ability or suitability to perform their job, or Harmony Health’s operations, compliance obligations, or reputation; or other conduct that places a client, employee, or member of the public at significant risk.
A no-call/no-show without prior notification may result in immediate termination.
Harmony Health reserves the right to determine the appropriate level of disciplinary action based on the nature, severity, frequency, and circumstances of the conduct. The Company is not required to follow each step of progressive discipline before termination when the circumstances warrant more immediate action.
Requested Time Off
All requests for time off should be submitted in writing with weekly paperwork. Requested time off should be submitted at least one month in advance.
Timesheet
In the event that you must submit a manual timesheet, your timesheet must be recorded by 5:00 a.m. on Monday morning.
All timesheets and paperwork MUST be received in the Nashville office by 10:00 AM on Monday. If you are faxing, originals must follow.
Do not remove paperwork/timesheets from a member's home under any circumstances.
If you need more paperwork, please contact our Hermitage office.
PLEASE be neat when filling out your timesheets. If we cannot read what you write, you will not be paid until we can clarify what you have turned in.
Random Drug Testing
Refusing a drug screen/test, either random or scheduled, requested at the discretion of Harmony Health, Inc. is grounds for immediate termination.
Dress Code
Proper dress code is required at all times. There are no exceptions to the guided persona in the Employee Manual (I.e. good personal hygiene).
Employee Conduct
Employees are NOT ALLOWED to handle medication in any way.
Employees are NOT ALLOWED to drive the member's vehicle.
Employees are NOT ALLOWED to take children or other family members into a member's home during a shift.
Under NO circumstances is sleeping at a member's residence acceptable.
Unless conducting homemaker services or running errands, or unless specifically requested by the member or member's family, the employee should remain in the same room of the residence as the member while providing care during the entire shift.
Personal matters need to be kept personal! DO NOT burden the member or their family with your personal or financial problems. Often, the member's health causes too much stress and strain on them already, and dumping your personal issues on them is overbearing and affects the member’s care and health. Violating this rule is grounds for being removed from the case and possibly terminated. We cannot stress this enough!
Clock-in/Out Procedures
Employees are REQUIRED to clock in/out using the The Electronic Visit Verification (EVV) system upon arrival inside the member's residence, upon a service change (Personal Care, Attendant Care, Homemaker, or In-Home Respite), and prior to departure. The system acts as verification that services are being performed within the members preferred schedule, approved location and may also be utilized by the provider for submission of claims.
To use the EVV system, employees check in using a GPS tablet device at the member’s home promptly on arrival. The employee may download the EVV application to their own Android or Apple smartphone at no charge, which can be used for checking in and out of a visit if the member’s tablet is not available. This confirms the identity of the member provider/staff worker as well as the arrival time and location. If neither of these options are available, the DSP can utilize the member’s LANDLINE phone to check in. At the end of the shift or assignment (and prior to leaving the member’s home), the provider/staff worker will check out using the tablet device or the same method in which the check in occurred, logging the departure time and completing a brief survey. This survey will only be available via the tablet method for checking out.
At no time may an employee clock in through the Electronic Visit Verification (EVV) system without actually reporting to the member and providing the authorized services. Clocking in within the approved EVV distance of a member's residence and then leaving, or otherwise remaining clocked in while not providing services to the member for the recorded duration of the shift, is considered falsification of timekeeping records and may be considered fraudulent activity. Such conduct is considered serious misconduct and may result in immediate termination.
Employees are required to accurately clock in and clock out at the beginning and end of each visit and to remain with and provide authorized services to the member during the time recorded as worked, except for authorized activities performed on the member's behalf or other circumstances permitted by the member's service plan and Harmony Health policy.
If an employee fails to check in or out at the appropriate time or otherwise fails to follow required EVV procedures, the EVV system may alert the Managed Care Organization (MCO), and additional steps may be required to verify that the member received the appropriate care at the appropriate time. Failure to follow EVV procedures accurately and in a timely manner may result in the visit being considered noncompliant or denied for reimbursement and may result in disciplinary action.
Employees must never knowingly submit, create, or allow an EVV record to reflect services or hours that were not actually provided. Intentional falsification of EVV records, including clocking in without providing services, leaving a member while remaining clocked in, or knowingly recording hours not worked, constitutes serious misconduct and may result in immediate termination without following the normal progressive disciplinary process.
DSPs are the first line of sight into technology issues that may affect the tablets. Please be sure to communicate any issues with the tablet and/or other methods of check in/out with the Harmony Health EVV team. This includes if the tablet is not available, the tablet is unable to be turned on, the tablet is not receiving a signal, the tablet is broken, the DSP is unable to use the mobile application for check in/out or the member receiving care does not have a phone the caregiver can use to check them in/out. The EVV support staff will guide you on next steps to ensure appropriate steps are taken to inform the MCO of these issues and that the DSP time is accurately reflected.
If you are late to call in for a shift, DO NOT put on your timesheet that you were on time. Your sheets are reconciled (compared) to the EVV system call times each week for accuracy. If there are discrepancies, you will be contacted and verbally warned.
All schedule/time changes MUST be approved by a Supervisor PRIOR TO the shift, as those changes must be input into the EVV system prior to beginning a shift. NO EXCEPTIONS. Failure to follow this rule could result in non-payment for hours worked.
Money Management
If the employee handles money for the member (i.e., while running an errand), the Cash/Medication Verification Form (CMV) MUST BE filled out and signed by the member on every occasion. A duplicate copy of the receipts from any purchases is to be submitted with the CMV form and turned into our office along with weekly paperwork. If physical copies of the CMV Forms are needed in the home, please contact our office.
To provide the best possible care to our members, and to stand out from the other companies, we must be consistent and diligent in our actions everyday while in a member’s home. I trust that you will read these guidelines carefully and take them to heart. We appreciate what you do
and the extra care that you provide our members. You have all contributed to our growth and good reputation in our choices program. Let’s continue to exceed the expectations of our members and their families and keep the momentum going.
Resignation Policy
All employees are required to provide a minimum of two weeks' written notice prior to their last day of employment by submitting a formal resignation letter to their direct supervisor, outlining their intention to leave and specifying their last day of work, which will be two weeks from the date of the letter. Failure to provide adequate notice may result in the company withholding their last paycheck.
Please sign below your acknowledgement and acceptance of these rules of conduct and return his page only to our office.
Sincerely

Chidinma I. Iwueke
Director
I acknowledge and accept these rules of conduct and understand the necessity of following them while conducting business for Harmony Health.