When Things Go Wrong

Mandatory Introductory Call
Failure to Perform Care, aka No Show
Late Arrival – “I”m lost”, “I’m in Traffic!”, “I have a flat“
My Client isn’t answering the Phone

There are really only four things that can really keep you being successful. We’ll talk about each one, shortly and talk about some remedies.

Introductory Call Failure: Customer Survey Report notes failure to call or email. You receive one CIR, and after two you are suspended.

The Introductory Call confirms and cements your relationship with your client. They are at ease that they have had contact. When left undone, about 50% of cases cancel.

“No Show” A no show event without clear confirmation of a personal emergency making it impossible for you to complete care is an immediate suspension pending review

An event that leads to the failure of care being performed as contracted is very serious. If you fear that you may not be able to make a case you must contact by phone the agency and speak with your manager “as soon” as you are aware of a circumstance that might keep you from keeping your agreement to the family.

“Late Arrival” A late arrival can cause a lot of inconvenience to everyone, if you fear you will not arrive at the exact time of care you must follow the “Late Arrival” process noted below

If you are driving before you use your phone make sure you are in a safe and legal area.
Text your manager at Oasis, or call – briefly discuss the problem. If you have had an accident or a flat – take pictures. Be ready to estimate when you can arrive at the case.
1. Oasis will contact your client and explain the situation, sharing images and information regarding the time of your arrival.
2. Oasis will then update you as to the current situation after contacting the client.

If you are lost – Call or Text Oasis who will contact the client for clarification on the address and location – notifying them that you are having trouble finding the house or apartment.
If your client does not answer the door or phone – try texting, and then text your manager at Oasis who will email the client, and contact Bright Horizons to intervene and ensure you do not appear as a no show. If the situations persists take a selfie of yourself in front of the house, if possible showing the number in the background.

Caregiver Evaluations

EMPLOYEE EVALUATION

So you’ve heard that each time you complete a case an evaluation is sent to your client. But what are they evaluating? Read on to see a list of questions that each client will be asked to respond to.

Every client family who uses the Back-Up Care Advantage Program receives the following evaluation after care is provided. Each evaluation is analyzed by our Provider Relations Team; feedback is taken very seriously and is exchanged with our provider partners as needed.

Please note the most common concerns/complaints, so your agency can take the proper steps to avoid these issues:

Caregiver did not arrive on time
Caregiver did not arrive at all
Client employee did not receive an introductory call
Caregiver did not follow the care instructions provided by the client employee
Caregiver was not appropriate for the client employee’s care needs

SAMPLE EVALUATION

Please answer the following questions regarding your experience with the caregiver who provided back-up care.

My loved one had a good day Yes/No
What information would you like to share regarding your loved one’s day?
Overall, how satisfied are you with the caregiver who provided your back-up care?
- 5 – Extremely Satisfied,
- 4 – Satisfied,
- 3 – Neither Satisfied nor Dissatisfied,
- 2 – Dissatisfied,
- 1 – Extremely Dissatisfied
How likely are you to recommend this caregiver to a coworker?
- 0 = Very Unlikely;
- 10 = Very Likely
- 0-10 point scale
If response is 9 or 10:What did the caregiver do to earn your recommendation? Select all that apply:
If response is 7 or 8:What can the caregiver do to earn a better recommendation? Select all that apply:
If response is 0 to 6:What areas does the caregiver need to improve? Select all that apply:
Professionalism (appearance)
Professionalism (attitude)
Communication about my child(ren)’s day (this is where you can shine on your case report)
Prepared and organized
Engaging during care
Followed care instructions
Caregiver arrival (on time)
Approachable and Friendly
Empathetic and caring
Trained to provide specific care needs
An introductory call from the Caregiver in advance
Please provide your suggestions if you would like to help the caregiver improve care for your loved one.

Here’s a good article to read about Adult Care responses and evaluations.

Boeing In Texas

New to Boeing: backup child, elder care and student loan support

New services are part of the growing suite of programs dedicated to supporting employees and their families.

September 16, 2019 in Our Commitment

Courtesy Bright Horizons and tuition.io

Boeing is introducing two new services for eligible U.S.-based employees: backup child and elder care, and student loan and college planning support.

These new services, which are offered through Bright Horizons and Tuition.io respectively, are now part of the growing suite of programs dedicated to supporting employees and their families.

“As a company, it’s important to us that we continue offering programs that will not only benefit our employees, but also their family members,” said Jon Fliss, vice president of Boeing Total Rewards. “Bright Horizons and Tuition.io provide services that employees asked for, and we are happy to continue to support our employees’ unique family and financial needs.”

Bright Horizons care, a new service that connects employees to a network of licensed backup child and elder care services when regular services fall through, is offered by Boeing at subsidized rates.

Care providers are background checked, on-boarded and trained by Bright Horizons to ensure the highest safety standards. Bright Horizons also provides additional family support resources, including tools for standard child care and other home needs, as well as exclusive discounts for tutoring, college test prep and a network of child care centers. Finding a sitter to watch your child while they are sick at home or finding in-home care to help your family member around the house following surgery are just two examples of how employees can use Bright Horizons.

Texas Caregiver Market Review

Sunday Spotlight – Horizons Back-Up Care in Dallas, Tx.

Making a decision to be a “Back-Up Caregiver” can be difficult. Many people are hoping to have “guaranteed hours” each week … backup care case opportunities can fluctuate seasonally, and within geographical areas.

Oasis believes that being informed about the market in your area will help you make positive informed decisions about how to manage your financial burdens. Back-Up care can be an excellent alternative to caregivers who are accustomed to balancing raising children, and offering care, or students who are managing classes and income. Caregivers who are accustomed to working in facilities which offer a consistent income and hours may be initially unsettled when suddenly landing in the world of “last minute we’ve got a case and it starts in 3 hours”…that permeates the backup care industry.

Oasis supports our caregivers being informed about our Employee-Clients and their benefit packages received from their Employers
Understanding the limitations and benefits of backup care helps caregivers manage their time and financial requirements and improves work-life balance through greater information
Important data includes how many corporations in the DFW area offer backup care to their employees
Caregivers should assume that only 5% of an employee population will use back-up care.
Limitations to benefit package as shown below can influence how Employee-Clients will use their benefits.

With that in mind – let’s look at UT Southwestern this week –

UT Southwestern – Employee benefits from Bright Horizons

UT Southwestern which as of 2018 supported more than 17, 000 employees both faculty and non-faculty offers back-up child, adult, and senior care to all full-time (40 hours a week) and part time (30-39 hours a week) benefits-eligible employees through Bright Horizons.

Employee Back-Up Care Options

Center-based child care
In-home well and mildly ill child care
In-home adult/elder care
Medical care is not provided.

Program Details

As you can see above there are 4 options for UT Southwestern employees. One of those options is what Oasis offers, the In-home well, and mildly ill child care.

The Back-Up Care Advantage Program is offered to full-time, benefits-eligible UT Southwestern employees.

Full-time benefit-eligible employees can use the program eight times per fiscal year (September–August).
Part-time benefit-eligible employees can use the program four times per fiscal year. A use is any period of time in a day that back-up care is provided.

Back-up Care Costs for Employee Clients

In-home care (up to 3 people per caregiver, 4-hour minimum and 10-hour maximum per day. Counts as one benefit use.): $7 per hour

So you do the Math –

Approximately 5% of 11, 000 Full Time Employees is approximately 500 families who are receiving benefits.

This means that an estimated 500 families in your metropolitan area from this company may request services for up to 10 hours per day, but no less than four hours per year. The impact to you, as the caregiver is this – there will be in 2020 somewhere between 2000, and 5000 hours of requested care offered to caregivers across Dallas in the upcoming year.

Of course, Oasis won’t be the only recipient of these cases. You may already be aware that there are several companies in the Dallas area that serve Bright Horizons Employee Clients. However, Bright Horizons looks for companies with high performance statistics, the ability to consistently accept cases, and a responsive attitude from local service providers.

In other words – the better you perform, the more work we get, the better our reputation, and the more financial stability you create for yourself.

So maybe Backup Care is really not such a gamble, but an investment in how great your caregiving skills are… Being independent, and in charge of your life can’t be that bad 🙂

Afternoons in the Park

Who knows the answer?

What Bright Horizons has to say: “Do accompany the care recipient on public transportation if client employee requests you to do so. The client employee will be expected to pay for any transportation”.

What is important here is that the client employee has requested that you take the care recipient outside the home, either walking or public transportation. This means, simply – the answer is yes! Caregivers, if asked, or if granted permission by the Greeter or Releaser may take care recipients walking or via public transportation as directed by the client employee.

Use discretion – don’t take on 2 rowdy young ones and an infant on a walk 3 blocks to the park.
Make sure you have safety equipment, strollers, charged batteries, etc.
Have a text message from the client employee authorizing the outing.
Get times and expectations on the length of your walk

Treasure Hunt Tips

Children naturally like to collect things. They also like to create crafts. Clever caregivers can do both. Next time you’re out strolling around the block or “hiking” to the neighborhood park, affix a piece of tape, sticky side up, to the child’s wrist. While out walking, children can be on the lookout for “treasures” (small pebbles, feathers, shells, ferns, etc.) and attach them to the tape. Once you get home, work together to complete this fashionable summer keepsake.

*Suggested for children ages 5 and older Supply List

Wide masking tape, colored duct or electrical tape
Plastic wrap
Hole punch
String Bracelet
How-To
1. Cut a piece of wide masking or colorful electrical tape to fit around the wrist, plus 1/2 inch more.
2. Wrap tape around child’s wrist, tacky side up, overlapping ends to secure.
3. Press collected items onto tape. Later, with sticky side up, fold both ends under a few times.
4. Lay plastic wrap over sticky part of bracelet, and trim excess. With a small hole punch make a hole through ends; tie a
5-inch piece of string through each hole.

Nannie’s got a Brand New Bag

Back-Up Care might be short in duration – but your impact can be huge, and your memories, terrific…

Planning is Key!

In my experience of working with many different caregivers over the years, I find that almost all of them share these qualities – the recognition of how special life is, and the desire to bring good. Remembering who we are every day requires planning and for a good caregiver, it’s in her bag.

The Nanny Bag 🎯

Preparation is Key to a great Back-Up Care Day

Back-Up Care is a bit different when it comes to filling up your Nanny bag, so I thought we might highlight the really important Back-Up Care items, and then see what fits into that model and includes fun and interesting things for new acquaintances to see and learn about.

Time Sheets & Care Forms – Must have on all occasions – Get a small folder for the forms and keep it in the car!

Bring your own snacks and lunches – we never know the situation in the home -and it is never the family responsibility to feed the Back-Up Caregiver! Don’t forget your thermos for coffee or a hot drink, or bring your Starbucks with you.

Bring some socks for in-house wear, and maybe a light sweater

Phone charger for the wall to be discreetly plugged in while on the case

But wait – we haven’t mentioned any fun things!

Back-Up Care is a special situation wherein Caregivers often go to a different home every day of the week. So, keeping that in mind – here’s some ideas for reusable and disposable fun!

What to put in the Nanny Bag?

Blank Colored Paper, Vegie Non-Permanent Dye Markers
Wipe Away Books – under 5.00 at the Dollar Store
With Mom’s Permission – Chalk Art for the Backyard
Bring a sheet or a light quilt to make tents
Nanny Bag of Refrigerator Magnets with Letters and Shapes
Don’t forget after your case to sanitize all your toys after your case, and prepare the next set of
young ones. In fact, you might want to include a small squeeze bottle of alcohol and some
cotton wipes, or sanitizer for just that task!

First Contact

Being prepared for the Introductory Call

Do you ever get to that point where you are about to call your family and you freeze? What do I say? What was their name? Who was that poor sick toddler? How many are there?

I have, and to aid you in getting through the “Introductory Call” I am going to provide some guidelines you can follow to make this a simple and easy process.

Introductory Call Guidelines

Link to view the Introductory Call Guideline

As soon as you are given an assignment you should call the family and introduce yourself.

Your introductory call is important as client employees have never met you and don’t know how wonderful you will be with their family member.

Individuals using Bright Horizons Back-Up Care TM are under stress because their usual care arrangements have fallen through and it is up to you to help them feel comfortable and secure. When calling the family, remember to be professional and be prepared to answer any questions that they may ask about your qualifications as a caregiver. Most importantly, let them know that you enjoy being a caregiver and have the necessary experience to care for their loved one(s).

The following are some tips and suggestions to help you make the introductory call a success.

Placing the Call

Please – be sure to contact the family as soon as you are notified of the care assignment. We realize that sometimes you may be on assignment and will need to place the call after you have completed your current assignment but please be respectful of the family’s time and do NOT call after 10pm or before 6am unless specifically instructed to do so.

If you cannot call between 6am and 9pm, please have your agency contact the family to discuss your qualifications and the family’s care needs.

Introducing Yourself Example:

“Hi, my name is ______ with {agency name} and I will be your caregiver on ______ (dates and times). I understand I will be caring for your ______ (son, daughter, mother, and spouse)”.

Use the dependent’s name whenever possible as it reassures the family that you are informed about your care assignment.

Put the Family at Ease

The family will want to know about your qualifications and philosophy for providing care. Be prepared to discuss your qualifications and philosophy about the following:

How long have you been a caregiver?

How much experience do you have taking care of ____(infants, toddlers, elders, etc) · How will you spend your day with my ___ (son, daughter, mother, and spouse)?

What type of discipline do you use?

The family should not ask for nor should you volunteer any personal information (social security number, date of birth, home address, etc.)

If the family asks any question/s that make you uncomfortable simply tell the family to contact Bright Horizons to go over any additional questions that they might have.

Ask Questions for Childcare:

How does your children typically spend their day?
What is their favorite toy or activity?
How do you comfort your child when needed?
Are there family limits on TV viewing and computer usage?
Can your child go outdoors?
Is there a park nearby and are you okay with us walking there?
Will I be preparing meals for the children?
Can I eat with the children or should I bring my own meals and snacks?
Will you be working from home or away from the home?
For Adult Care: How does ____ (name of person being cared for) typically spend their day?
What is their favorite activity? Is ____ ambulatory (able to walk on their own)
What are _____’s specific care needs?
Will I be preparing meals for ___?
Can I eat with ____ or should I bring my own meals and snacks?
Is ____currently taking any medications and need to be reminded to take their medication?

Being the Caregiver when Parents are in the Home

What to know – How to Create the Best Experience for Everyone in the Home

Be yourself; Everyone else is already taken.
— Oscar Wilde.

One of the challenging aspects of caring for children occurs when family members are going to be in the home during care –

Filling out your Care Sheet should be accurate – be detailed, but not negative! Even if parents are home they will want a professional record of what occurred that day, and the better your handwriting, and comments the more they will remember you and want you back!

Avoid making negative comments such as “Johnny was difficult to work with ” Instead, say “Johnny was very active during care, but I was successfully able to meet all care goals for playtime and study time.”

If parents observe that you are challenged with a child – don’t try to hide it, but admit that Johnny can be a handful, but you are getting to know each other and a new caregiver can be stressful for little ones.

Ask the Parent or Grandma for any tips they might have – for example, some parents don’t rock their children…

Things you can do to be prepared –

Make up a go bag … have some nursery songs to sing – have some chalk or pencils and paper to draw on – play games like “I spy” for toddlers, and “hide and seek” for preschoolers to practice numbers, and object identification.

Ideas might be something that contains age appropriate activities, such as drawing paper with a colorful border – $1.00 at the Dollar Store that you can create a book of pictures with a story.

Remember – Talk to the parents openly and honestly… but never imply that their little Angel is not who they think they are

Acknowledge that there may be some challenges – let them tell you how they want to handle things.

If you find you are not sure – make sure you call or text the office and talk to an Oasis staff member on duty to get clarification.

We’re here to help!

Oasis Back-Up Care, Inc

Oasis Back-Up Care, Inc. is a Texas Corporation with Branch Offices in Dallas, El Paso, Lubbock, Ft. Worth as well as in Washington State located on the East Side of Lake Washington.

Oasis was originally formed in 2008 in Washington State. Our teams in Redmond, Bellevue, Kirkland, Bothell, and Issaquah were a major force in the child care market in Washington who also contributed one day a month to charitable events, attended public functions to offer free childcare and more.

So where are we today?

Oasis is a contracted care provider within the Bright Horizons Provider Network
Oasis also contracts with Corporate Care Services and LifeCare in the state of Texas

In 2020 Oasis will be focusing on the expansion of our Washington State presence again. This dynamic market filled with great opportunities for professional caregivers is an exciting opportunity for Oasis, and we welcome future partners.

What are our goals?

Improving the lives of the people we work with and interact with on a daily basis
Offer information for caregivers to improve skill sets, and provide creative solutions
We hope that the teams that use this blog will also contribute via their ideas and comments to create a diverse and exciting learning atmosphere
Meeting the performance criteria for good service with our partners through professional care services