Policy and Procedures Manual

Version: 1.0
Effective Date: August 2026

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Table of Contents

1. Introduction
2. Mission, Vision & Values
3. Code of Conduct
4. Confidentiality & Privacy
5. Client Rights
6. Staff Responsibilities
7. Hiring & Recruitment
8. Orientation & Training
9. Workplace Safety
10. Infection Prevention & Control
11. Medication Assistance Policy
12. Abuse Prevention & Reporting
13. Incident Reporting
14. Emergency Procedures
15. Health & Safety
16. Documentation Standards
17. Professional Boundaries
18. Community Outings
19. Transportation Policy
20. Attendance & Scheduling
21. Dress Code
22. Communication Policy
23. Complaints & Resolution
24. Quality Assurance
25. Accessibility Policy
26. Diversity & Inclusion
27. Termination of Services
28. Staff Discipline
29. Record Retention
30. Policy Review

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1. Mission Statement

Monhars Care Services is committed to providing compassionate, respectful, and person-centred support that empowers seniors and adults with disabilities to live safely and independently within their communities.

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2. Vision

To become one of Ontario’s most trusted providers of home and community support services through excellence, dignity, and compassionate care.

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3. Core Values

• Respect
• Compassion
• Integrity
• Accountability
• Inclusion
• Excellence
• Safety

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4. Client Rights Policy

Every client has the right to:

• Be treated with dignity and respect
• Make their own decisions
• Receive confidential care
• Live free from abuse
• Practice their religion and culture
• Participate in care planning
• Voice complaints without retaliation

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5. Confidentiality Policy

Employees shall:

• Keep all client information confidential.
• Follow Ontario privacy legislation (such as PHIPA where applicable).
• Never discuss clients in public places.
• Never post client information on social media.
• Secure paper and electronic records.

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6. Code of Conduct

Employees must:

• Be punctual.
• Wear professional attire and identification.
• Speak respectfully.
• Maintain professional boundaries.
• Report safety concerns immediately.
• Never accept gifts or money from clients without management approval.
• Avoid conflicts of interest.

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7. Hiring Policy

All employees must provide:

• Police Vulnerable Sector Check
• Government-issued photo ID
• CPR & First Aid Certificate
• Relevant education (PSW, DSW, CYW, Social Service Worker, etc.)
• References
• Proof of eligibility to work in Canada

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8. Orientation

New employees shall complete training on:

• Client rights
• Privacy
• Health & Safety
• Infection Control
• Abuse Prevention
• Emergency Procedures
• Documentation
• Behaviour Support
• Medication Assistance
• Community Safety

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9. Infection Prevention

Employees shall:

• Wash hands before and after client contact.
• Wear PPE when required.
• Clean equipment after use.
• Stay home when ill.
• Follow outbreak protocols.

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10. Medication Assistance

Employees may:

• Remind clients to take medication.
• Assist only if authorized by the care plan and within their training.

Employees shall not:

• Change medication dosages.
• Administer medications beyond their qualifications.
• Share medications between clients.

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11. Abuse Prevention

Monhars Care Services has zero tolerance for:

• Physical abuse
• Emotional abuse
• Financial abuse
• Sexual abuse
• Neglect
• Verbal abuse

Any suspicion must be reported immediately to management.

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12. Incident Reporting

Incidents include:

• Falls
• Injuries
• Missing persons
• Medication errors
• Aggressive behaviour
• Property damage
• Police involvement
• Medical emergencies

Staff must:

1. Ensure client safety.
2. Notify emergency services if needed.
3. Inform the supervisor.
4. Complete an Incident Report before the end of the shift.

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13. Emergency Procedures

Employees must know how to respond to:

• Fire
• Medical emergencies
• Missing clients
• Behavioural crises
• Severe weather
• Power outages
• Evacuations

Emergency contacts must always be accessible.

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14. Documentation Policy

Documentation must be:

• Accurate
• Objective
• Timely
• Legible
• Signed with full name and designation
• Completed before the end of each shift

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15. Professional Boundaries

Employees shall not:

• Borrow money from clients.
• Lend money to clients.
• Become involved in romantic relationships with clients.
• Purchase items from clients.
• Share personal social media accounts.
• Accept expensive gifts.

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16. Community Outings

Before leaving:

• Obtain approval if required.
• Review the client’s support plan.
• Bring emergency contacts.
• Carry required medications.
• Ensure seat belts are used.
• Maintain supervision according to the care plan.

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17. Transportation Policy

Employees transporting clients must:

• Hold a valid driver’s licence.
• Maintain appropriate insurance.
• Ensure the vehicle is roadworthy.
• Follow Ontario traffic laws.
• Never use a mobile phone while driving.

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18. Attendance Policy

Employees must:

• Arrive on time.
• Notify scheduling as soon as possible if unable to work.
• Submit availability updates promptly.
• Avoid repeated lateness.

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19. Dress Code

Employees must wear:

• Clean professional clothing or agency uniform
• Closed-toe shoes
• Identification badge

Avoid:

• Offensive clothing
• Excessive jewellery
• Strong fragrances

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20. Communication Policy

Employees shall:

• Report concerns promptly.
• Maintain respectful communication with clients, families, and coworkers.
• Protect confidentiality in all communications.

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21. Complaint Resolution

Clients may submit complaints verbally or in writing.

Management will:

• Acknowledge complaints promptly.
• Investigate fairly.
• Maintain confidentiality.
• Provide a written outcome where appropriate.

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22. Quality Assurance

Monhars Care Services will:

• Conduct client satisfaction surveys.
• Review incidents.
• Audit documentation.
• Evaluate staff performance.
• Identify opportunities for continuous improvement.

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23. Accessibility

Monhars Care Services is committed to complying with the Accessibility for Ontarians with Disabilities Act (AODA) by providing accessible services, communication, and accommodations for clients, employees, and applicants.

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24. Diversity & Inclusion

Monhars Care Services provides services without discrimination based on:

• Race
• Religion
• Gender
• Sexual orientation
• Disability
• Age
• Ethnicity
• Language
• Cultural background

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25. Termination of Services

Services may be ended when:

• Goals have been achieved.
• The client relocates.
• Safety risks cannot be managed.
• Fees remain unpaid (where applicable).
• Services fall outside the agency’s scope.

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26. Employee Discipline

Progressive discipline may include:

1. Verbal warning
2. Written warning
3. Final written warning
4. Suspension
5. Termination

Serious misconduct may result in immediate dismissal.

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27. Record Retention

Client records will be stored securely and retained in accordance with applicable Ontario legal and regulatory requirements. Access is limited to authorized personnel.

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28. Annual Policy Review

This manual shall be reviewed annually or sooner if legislation, regulatory requirements, or organizational practices change.

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Employee Acknowledgement

I acknowledge that I have received, read, and understand the Monhars Care Services Policy and Procedures Manual. I agree to comply with all policies and procedures and understand that failure to do so may result in disciplinary action.