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Home Care Service includes the following:
Who is the Consumer?
The person who receives homemaking service.
Who is the Massachusetts Rehabilitation (MRC) Case Manager?
The person who oversees all aspects of homemaking service. MRC Case Managers:
Who is your Vendor?
The vendor is the agency MRC contracts with to deliver homemaking service to you. Each agency has a Coordinator who schedules services for consumers referred to them by HCAP.
Who is your Homemaker?
A person employed by the vendor agency who does homemaking tasks which you have difficulty doing on your own. These are tasks authorized by the Home Care Assistance Program.
Yes, a homemaker hired by the consumer is called a Home Care Assistant. A Home Care Assistant is an individual (other than an immediate family member) hired to do homemaking tasks which are difficult for the consumer to do because of his/her disability. Prior to starting homemaking service the potential Home Care Assistant must have a criminal background check (CORI) and home care contract approved by the Massachusetts Rehabilitation Commission.
What are your authorized hours?
The weekly number of homemaking hours approved by the Home Care Assistance Program. The consumer must be present at the time homemaking services are provided.
Every effort will be made to ensure continuity of homecare service. However, homemaking services may be interrupted when:
How are problems between the Homemaker and the Consumer solved?
Consumers who have concerns or problems with their homemaking service should follow these steps:
Step one-discuss and resolve the matter with your homemaker.Step two-if the matter cannot be resolved with your homemaker the consumer is to contact and resolve the matter with the homemaker's supervisor.Step three-if the matter cannot be resolved with the homemaker's supervisor the consumer is to contact their MRC Case Manager for assistance.
Homemaking Agency responsibilities:
Coordinators who report difficulties providing homecare services to consumers due to non-use (not being home for service), misuse (requesting tasks outside of the homemaker's assigned duties), or abuse of the homemaker (yelling, swearing, being intoxicated, making inappropriate sexual comments or using illegal substances in presence of the homemaker) are to adhere to the following guidelines:Step one-the coordinator is to inform the consumer of the alleged problem and resolve the problem with the consumer's assistance. Serious incidents should also be reported to the HCAP Case Manager at this time. Step two-if the problem occurs a second time the consumer and the MRC Case Manager are to be notified in writing of the alleged behavior and proposed resolution with the consumer. Step three-if the problem occurs a third time a verbal request to the MRC Case Manager for mediation and assistance with resolution is to be conducted.
Problems that persist, reoccur or cannot be resolved despite the aforementioned procedures may result in suspension, agency transfer, or termination of homemaking services.
Consumer's rights to due process and appeal are explained and honored in all aspects of service delivery. Homemaking agencies and MRC personnel are required to adhere to the mandated reporting laws and statutes.
Eligibility for homemaking services is reviewed every 1 to 1.5 years, or on as-needed basis, as determined by Case Manager. Eligibility for the Home Care Assistance Program terminates once the consumer turns age 60, at which time the consumer is referred to the Executive Office of Elder Affairs. The Executive Office of Elder Affairs will then conduct its own assessment to determine the needs of the consumer.