Complete documentation of our hiring process including JotForm, Airtable, and automation integrations
Application, prescreen, and interview forms
Central database and record management
Workflow automation and integrations
Candidate completes and submits initial application form
Need automated acknowledgement letter to applicant
Application data automatically populated in Airtable database
Automated email sent with link to prescreen questionnaire
Different automation paths based on prescreen results
Hard stop - process ends
MISSING:
Automated declined letter
Maybe later
MISSING:
Automated "maybe later" letter
Standard process
WORKING:
Notice sent to admin
Family caregivers
WORKING:
Notice + early onboarding sent
In-person or video interview to assess temperament, reliability, and fit
Critical decision point determining next steps
Process ends, no further action
TO DO:
Triggered Actions:
Paperwork Package Sent
Electronic forms: I-9, W-4, direct deposit, consents, acknowledgments
Reference Requests Sent
Automated emails to references from application
New hire fills out all required onboarding paperwork
16-section exam covering all required competency areas
Can begin working and complete orientation
Must complete training, then retest before working
After passing competency exam, employee receives orientation materials
Week 1: Core Orientation
Complete videos + handbook reading (mission, policies, procedures)
Year 1: Ongoing Training
Complete remaining 16 competency training modules throughout the year
After core orientation is complete, employees receive hands-on client training:
Simple Cases
Meet & greet with client (companion/homemaking services)
Complex Cases
Shadow experienced employee (personal care, dementia, high-needs)
Your existing Zapier and Airtable automations working behind the scenes
6-step automation capturing interview data and documentation
New submission on "003 - Airtable Interview Notes" form
Creates record in "Interview Information" table with:
Allows PDF download to complete
Searches "Auto Download F2F Interviews" folder for PDF
{Date}-{Name}-Face-to-Face-Interview-Documentation-{ID}.pdf
Shares PDF with silverhomecare.com (view-only link)
Updates candidate's record with:
When "Proceed to Hire" is selected:
For family caregivers - expedited process:
Standard interview path:
Reference check automation:
Competency-based training system:
3-step webhook automation with timing delay
Listens for incoming data from external source
Fires when new training record added in Airtable
Gives Airtable time to fully process and save the record
Prevents timing issues between systems
Sends data back via webhook to trigger Airtable automation
Purpose: Bridge between systems - Airtable triggers Zapier → Zapier waits → Zapier triggers Airtable automation → Email sent to trainee
Instant background verification:
3-step automated file renaming and organization workflow
Watches folder for new certificate files
📁 Training Certificates 7. Confidentiality
Triggers whenever a new file appears
Intelligently renames file to standardized format
Logic:
Example:
Smith-John-Jane-Doe...pdf
↓
Jane, Smith John-Confidentiality-Training-Certificate-Z.pdf
Creates copy with new name in processing folder
Part of training documentation workflow
Multi-path automation: Update existing or create new training records
Example: Ambulation and Transfers Training (Pattern used for ALL trainings)
New submission on training completion form
📝 Form: "{Training Name} Training"
Employee submits proof of completed training
Looks for existing pending training record
Matches on:
Allows time for certificate PDF file processing
Searches for employee's training certificate PDF
{FirstName}-{LastName}-{SubmissionID}.pdf
If pending training record exists:
Updates existing record in Training Tracking table
If no pending record exists:
1. Finds contact record
2. Creates new training record
This pattern is replicated for ALL training types:
Each training course has its own Zap using this exact workflow, automatically tracking completions and storing certificates. Employee submits → System finds or creates record → Certificate linked → Training status updated.
Sophisticated multi-path automation with 20+ nested branches for failed sections
Tracks exam completion AND creates remedial training records per failed competency
Same as other training automations:
If pending exam record exists:
Updates existing Annual Competency Exam record
If no pending record exists:
1. Finds employee contact record
2. Creates new exam training record
Sophisticated remedial training tracker:
Process:
• Checks each of 20 competency sections
• For EACH failed section → Creates separate training record
• Enables targeted remedial training per skill area
Example Failed Sections Tracked:
Why This Is Sophisticated:
This automation doesn't just track pass/fail - it creates granular remedial training records for each failed competency area. This allows you to:
The same training modules behave differently based on context:
Triggered by failed competency exam section:
Ongoing reinforcement learning:
Philosophy: For annual training, the goal is knowledge reinforcement, not assessment. We'd rather employees understand WHY the right answer is correct than simply mark them wrong. This creates deeper learning and better patient care.
Pennsylvania regulatory requirements driving our automated training system
All direct care workers must complete prior to activation
Per 28 Pa. Code § 611.56(b) and (c)
Confidentiality
Consumer Control & Independent Living
Instrumental ADLs
Recognizing Consumer Changes
Basic Infection Control
Universal Precautions
Handling Emergencies
Documentation
Recognizing & Reporting Abuse/Neglect
Dealing with Difficult Behaviors
Bathing, Shaving, Grooming, Dressing
Hair, Skin & Mouth Care
Ambulation & Transferring
Meal Preparation & Feeding
Toileting
Self-Administered Medications
✓ May begin working immediately
✓ Complete assigned module training while working
✗ May NOT be rostered
✗ Must complete ALL training first
✗ Must pass retest before activation
Must be completed prior to roster activation
Employee Handbook
Comprehensive policies, procedures, and expectations
Purpose:
Introduce core expectations and foundational topics before full training modules. Establishes baseline understanding of agency culture, compliance requirements, and professional standards.
NOTE: We help them download the app at the interview, so this video reinforces expectations
CRITICAL: This prevents exploitation of vulnerable clients and protects your job
Show examples: "Client says chest hurts" = 911. "Client's knee is sore from yesterday" = call family
Simple rule: If the client or family sees you on your phone for non-work reasons, you're doing it wrong
Next Steps:
Create 5 short videos (2-7 min each) using these talking points. Keep them conversational and practical - show real examples of what to do and what not to do. Total additional time: ~20-25 minutes added to orientation.
These regulatory requirements are the foundation for our sophisticated automation system. The Annual Competency Exam automation's 20+ nested branches directly map to these 16 competency sections, automatically creating remedial training records for failed areas and ensuring every employee meets Pennsylvania's standards before providing care.
Complete orientation document provided to all Direct Care Workers before their first shift
The people you'll care for used to do these things themselves. Now they can't. Some are scared. Some are grieving. Some are angry about needing help at all. You're walking into that.
As a Direct Care Worker, your actions directly affect the well-being of the people we serve. You can make a client feel safer, more comfortable, and more like themselves. You can also cause harm—through neglect, impatience, inconsistency, or treating the work like a checklist instead of a relationship.
This orientation is your introduction to who we are, what you can expect from us, and what we expect from you.
To improve lives, one visit at a time.
In home care, improvement doesn't look like a big dramatic change. It looks like something quieter: a day that feels more manageable. A routine that holds. A person who feels safe enough to relax. A family member who isn't holding their breath all day wondering if help will show up.
You'll be there when people need help with things they used to do on their own—when they're frustrated, embarrassed, or grieving the loss of independence. In those moments, good care is not just about completing tasks. It's about how you deliver them: with patience, consistency, and genuine respect for the person in front of you.
Every shift you work has the capacity to make someone's day better—or worse. We trust you with that responsibility, and we will hold you to it.
Silver Home Care is a locally owned non-medical home care agency based in Fairless Hills, PA. We serve families throughout Bucks and Philadelphia counties with a hands-on approach—because we're not just building a business. We're invested in the people we serve, the caregivers we employ, and the community we're part of.
We provide non-medical home care services. This means Direct Care Workers support daily living needs but do not perform medical or nursing tasks. Our services are available to clients who pay privately, use most long-term care insurance plans, or receive Veterans benefits. We are also contracted with Pennsylvania's Community HealthChoices (CHC) program.
Oversees day-to-day operations. Hands-on and accessible.
Your main point of contact for scheduling, questions, and support.
Handles billing, payroll, compliance, and administrative operations.
Supports office and field staff, including delivering supplies.
Focuses on connection and presence. Engaging in conversation, encouraging hobbies, providing social interaction, and helping reduce loneliness. This is not medical care and it is not babysitting—it is a professional service that provides social and emotional support while maintaining client safety.
Light housekeeping, laundry, meal preparation, shopping, or running errands. You are supporting the client, not taking over their household. Tasks should be completed according to the client's preferences when it is safe to do so.
Assistance with bathing, dressing, grooming, toileting, mobility, and eating. Personal Care should always be delivered in a way that supports independence and preserves dignity.
IMPORTANT: You may provide medication reminders only. You must never pour, measure, or administer medication.
Provides temporary relief for family caregivers while ensuring the client continues to receive safe and consistent care. When you provide respite services, you are stepping in so a family member can rest, attend appointments, or manage other responsibilities.
At Silver Home Care, our work is guided by the principle of person-centered care. This means we do more than complete a list of tasks—we focus on the client's goals, preferences, and choices. These rights are protected under Pennsylvania regulations (28 Pa. Code § 611.57 and 55 Pa. Code § 52.11).
Important: Person-centered care does not mean doing whatever a client asks. It means balancing respect for the individual with the boundaries and structure of the care plan and agency policies.
Professionalism at Silver Home Care is about consistency and judgment, not formality. When you enter a client's home, you represent the agency, and the way you speak, act, and carry yourself shapes the client's experience of care.
As a Direct Care Worker, you will learn private details about a client's health, routines, and personal life. That information must stay protected. You may only share it with authorized Silver Home Care staff and only for legitimate care or safety reasons.
Financial and legal boundaries deserve special attention because good intentions can still lead to serious problems.
If you are ever unsure whether something crosses a boundary, pause and contact your supervisor or the office for guidance.
Infection control is taken seriously because the clients we serve are often older adults or medically fragile. Something minor for you—like a cold—can pose a serious risk to someone with a weakened immune system.
Wash hands with soap and water:
Use correctly:
Wear your Silver Home Care uniform top and arrive clean and neat, without strong odors such as smoke or heavy perfume. This is part of showing respect to clients and maintaining a professional presence.
Report to the office if you notice:
If you are injured while working, report the injury to the office immediately so the appropriate workers' compensation process can be followed.
As a Direct Care Worker, you are a mandated reporter under Pennsylvania law. If you ever see, hear, or suspect abuse, neglect, or exploitation, you are required to report it.
Physical, verbal, emotional, sexual, or financial harm
Failure to provide basic needs: food, hygiene, safety, medical attention
Financial manipulation, stealing, pressuring to sign documents
Make sure the client is safe in the moment
Contact the office immediately to report what you observed
Document your observations in HHAeXchange using clear, factual language
Complete an incident or complaint form the same day
You are not responsible for investigating or proving abuse. Your responsibility is to report concerns so the appropriate agencies can respond. Failing to report suspected abuse is a violation of both the law and agency policy.
After calling 911: Stay with the client, follow dispatcher's instructions, and notify the office once emergency services are on the way.
Client abandonment is one of the most serious violations of Silver Home Care's standards. Abandonment occurs when a client is left without care during a scheduled visit—whether by not showing up, leaving early without authorization, or leaving without proper coverage or notification.
If you are running late, cannot make it, or encounter an emergency, contact the office immediately. Do not call the client directly. Abandonment can result in immediate termination and may carry legal consequences.
Dependability is the foundation of home care. Clients rely on you to be present and on time, and even small disruptions can have a real impact on their safety and routine.
Your well-being matters, and breaks are part of maintaining safe, sustainable care. At the same time, many clients rely on you as their sole source of supervision during a visit, so breaks must always be managed with client safety in mind.
For shifts of 4+ hours, you may take an on-site break while remaining in the home and available to the client.
If care plan allows and client can be safely left alone for a short period (typically 30 minutes):
Permitted only when the client's care allows it. Must be brief, and you must return free of smoke odors.
Silver Home Care offers time-and-a-half pay for six major holidays.
Clear financial and legal boundaries protect both clients and Direct Care Workers. Even well-intended actions can create serious problems when money or legal authority is involved.
If a client or family member asks you to do something involving finances or legal matters, pause and contact the office for guidance.
Earbuds and headphones are NOT permitted during shifts. They block important sounds like alarms, timers, or a client calling for help.
Silver Home Care supports every worker's right to report concerns about safety, abuse, fraud, or policy violations without fear of retaliation. If you raise a concern in good faith, you may not be punished or targeted for doing so.
Silver Home Care complies with all applicable non-discrimination laws, including the ADA and Title VI. Discrimination based on race, color, religion, sex, age, disability, national origin, sexual orientation, or gender identity is not permitted.
Every client at Silver Home Care has a written care plan prepared by the agency. This plan is your guide to what services you provide, how they should be provided, and any specific needs or precautions for that client. Following the care plan exactly is required for consistency, safety, and regulatory compliance.
Why documentation matters: It creates an accurate record of care, supports appropriate follow-up, ensures services are billed correctly, and protects you by showing what care was provided and how concerns were handled.
Silver Home Care complies with the federal 21st Century Cures Act, which requires Electronic Visit Verification (EVV) for all Medicaid-funded home care services. We use the HHAeXchange mobile app to record visits.
Arrive & Clock In
After you arrive inside the home and greet the client, open HHAeXchange, select the correct client, and clock in
During the Visit
Complete task checklists as you perform services
Before You Leave
Clock out in HHAeXchange before leaving the home
Submit Documentation
Confirm your tasks, refusals (if any), and visit note are complete and the visit has saved/submitted
Try Again
If the app won't work, check data/Wi-Fi, close and reopen the app
Use IVR Backup
If it still won't work, ask to use the client's authorized landline for IVR at 888-206-5826 (never use your phone or the client's cell phone for IVR)
Call the Office
If landline is not available/allowed or IVR fails, call the office immediately while you are still on site
Complete Missed Punch Form
Follow instructions from office. A form without a real-time call is not valid and may delay pay
Important: Clocking in from a car, from outside the home, or before seeing the client is not permitted. You must be inside the client's home after greeting them.
Missed punches are handled through the Missed Punch Form process. The form is not a substitute for EVV; it is a controlled way to document an exception.
If you forget to clock in or out, call the office as soon as you realize it and follow the Missed Punch Form process.
This may result in coaching or corrective action if repeated
If the app has a technical issue and you report it in real time and follow the backup process (including attempting IVR when possible).
Treated as compliant for your record
If a visit starts or ends in the community, you must still clock in/out in the app from your actual location and complete a Missed Punch Form to document the off-site visit. Never leave or drop off a client anywhere unless approved by the office.
The office verifies Missed Punch Forms with the client before approving the visit. This verification may delay approval and payment, even when a signature is obtained at the visit.
Some clients require overnight services. Under Community HealthChoices (CHC) regulations, Direct Care Workers assigned to overnight shifts must remain awake for the entire shift. This requirement exists for client safety.
1:00 AM
Check-in required
3:00 AM
Check-in required
5:00 AM
Check-in required
Repeated missed check-ins or sleeping on duty will result in removal from overnight assignments.
Before working independently with clients, you must complete Silver Home Care's required competency training program. This training covers essential topics such as infection control, personal care, client rights, and workplace safety.
Most Direct Care Workers complete the initial competency evaluation prior to their first client assignment.
Training continues throughout your employment. Silver Home Care requires annual refresher training and competency reviews, as mandated by regulation.
Monthly trainings are required to maintain eligibility to work. These address:
Training at Silver Home Care is not only about compliance. It is also an investment in your professional growth. Each completed training strengthens your skills, confidence, and ability to handle complex situations.
Failure to complete required training or demonstrate competency may result in temporary removal from client assignments until requirements are met.
Silver Home Care follows all state requirements for background checks, child abuse clearances, and OIG exclusion checks. These checks must be completed before a Direct Care Worker can work independently with clients.
In some situations, Direct Care Workers may be hired provisionally while required clearances are still pending, as permitted under Pennsylvania law.
Pennsylvania regulations require tuberculosis (TB) testing and screening for all Direct Care Workers prior to client contact.
Employment or client services may be terminated under certain circumstances.
Direct Care Workers are expected to provide notice of resignation whenever possible so coverage can be arranged. Leaving without notice may be considered abandonment.
Silver Home Care wants workers to feel respected, supported, and heard.
All complaints are reviewed promptly, confidentiality is respected, and retaliation is not permitted.
Direct Care Workers are protected under Pennsylvania's Whistleblower Law when reporting concerns such as safety issues, fraud, or abuse in good faith.
All Direct Care Workers are required to sign the Orientation Acknowledgment Form. This form confirms that you have:
The signed acknowledgment is maintained in your personnel file, as required by regulation (28 Pa. Code § 611.56; 55 Pa. Code § 52.21).
We hired you because we saw something in you that matters—you're kind, you're reliable, and you understand that treating people with respect and dignity isn't optional. Those qualities are exactly what this work requires.
At Silver Home Care, every visit is more than a task. It is an opportunity to improve someone's life by providing steady, respectful, and thoughtful care in their own home. The work you do makes a real difference—one visit at a time.
By following the guidance in this Orientation Guide, respecting client rights, and maintaining professional standards, you play a direct role in creating safety, dignity, and continuity for the people we serve.
Thank you for choosing this work and for being part of Silver Home Care. We're glad you're here, and we're here to support you every step of the way.
Any action that causes harm, including physical, emotional, sexual, or financial harm. Direct Care Workers are mandated reporters of suspected abuse.
Federal law prohibiting discrimination against individuals with disabilities and requiring reasonable workplace accommodations.
A written document prepared by Silver Home Care that outlines approved services, client needs, and specific instructions. All services must follow the care plan exactly.
Pennsylvania regulations (55 Pa. Code Chapter 52) governing home and community-based services.
Pennsylvania regulations (28 Pa. Code Chapter 611) governing home care agencies and registries.
The individual receiving services from Silver Home Care. "Participant" is the term used in Medicaid regulations.
Leaving a client without care during a scheduled shift. Considered a serious violation that may result in termination.
The demonstrated ability to perform caregiving duties safely and effectively, as required by regulation and agency policy.
The obligation to protect private client information in compliance with HIPAA and Silver Home Care policy.
An employee of Silver Home Care who provides non-medical services and support to clients in their homes.
A federally mandated system used to record the start and end of home care visits through GPS-enabled mobile technology.
The illegal or improper use of a client's resources, property, or person for personal gain.
The mobile application used by Silver Home Care for EVV, task documentation, and visit notes.
The Health Insurance Portability and Accountability Act, a federal law protecting the privacy and security of health information.
A professional legally required to report suspected abuse, neglect, or exploitation. All Direct Care Workers at Silver Home Care are mandated reporters under Pennsylvania law.
A failure to clock in or out in the EVV system. Requires immediate contact with the office and submission of a Missed Punch Form.
A federal list identifying individuals barred from participating in federally funded health programs. Individuals on this list cannot work in Medicaid-funded services.
A Community HealthChoices (CHC) rule requiring Direct Care Workers assigned to overnight shifts to remain awake for the entire shift, with required check-ins at designated times.
Equipment such as gloves or masks used to reduce the risk of infection.
A Direct Care Worker who begins employment under supervision while background checks are pending, in compliance with Pennsylvania law.
A worker who reports suspected fraud, abuse, or safety violations and is protected from retaliation under state and federal law.
This orientation guide is your foundation. Review it thoroughly, ask questions, and prepare to make a real difference in the lives of the people you'll serve.
Questions?
Contact Your Supervisor
Need Support?
We're Here to Help
Airtable interface that automatically monitors 8+ regulatory requirements and flags issues before they become violations
Checks:
Flags: If not PA OR less than 2 years → Requires proof of residency OR FBI check
Checks:
Flags: Missing any of the three required documents
Checks:
Reminds: Annual TB screening due in 1 year
Manual Process:
Flags: Empty check OR mismatch with attestation
Checks:
Flags: Missing attestation from onboarding
Conditional:
Flags: If required but not completed
Checks:
Flags: Less than 2 completed references
Checks:
Status: Visible but not flagging yet (coming soon)
Required When:
Tracks:
Flags:
• No receipt after 3 days
• 90-day deadline approaching
• No result received within 90 days
Intelligent roster eligibility system with manual override capability and daily automated notifications. Prevents employees from being scheduled when compliance requirements aren't met.
How it works:
Use Case: "Give me that form by Friday or you're not on the roster" → Set expiration to Friday → System enforces automatically
Will auto-set based on:
Failsafe: Admin can still override, but system provides safety net to catch issues before scheduling
Why This Matters:
This creates a safety net between compliance tracking and scheduling. You can always override if needed (employee brought in the missing document), but the default is SAFE - employees can't slip through the cracks and get scheduled when they shouldn't be working. Combines human judgment with automated enforcement.
This real-time dashboard automatically monitors 8+ regulatory requirements across all employees, flagging issues before they become violations. Complex logic handles residency calculations, document cross-referencing, and timeline tracking.
Compliance Areas Monitored
Automatic Flag Updates
Catch Issues Early
Working Automations
Plus training variants
Missing Automations
Needs Improvement
Major Rework Needed
Automated email immediately after application submission to improve candidate experience
Automated professional decline letter when prescreen status = "Declined"
Add decline reason field + automated decline letter when "Proceed to Hire" = NO
Automated "maybe later" letter when prescreen status = "Deferred"
Tighten up process and add automated no-show letter
Auto-send interview details (date/time/location) with JotForm prefill link
Complete redesign: Remove TB screen & competency test, streamline forms, improve workflow
Scope: Remove TB screen, remove competency test, streamline to: Confidentiality, BG consent, Skills checklist, I-9, W4/DD at Workforce
Auto-reminders to employees for expiring/missing documents (currently manual daily review)
Let's prioritize these improvements and start implementing automated solutions to streamline your hiring process
13 interconnected tables managing the complete employee lifecycle
Central Hub
All tables link to Contacts as the primary record for each person
Central hub tracking everyone from applicants to active employees
Personal Information:
Name, phone, email, address, emergency contacts
Application & Status:
Hiring status, application date, onboarding progress
Compliance Docs:
ID, TB tests, background checks, I-9, SS verification
Training & Employment:
Training tracking, pay rate, EVV bonus rate
Automated Flags:
ID, TB, FBI, SS, PA BG, References expiration alerts
Tracks pre-interview screening data
Captures:
Face-to-face interview details
Captures:
Reference checks for applicants
Automated Workflow:
Onboarding form submissions & data
Current Forms (JotForm):
NEEDS REWORK
Entire onboarding process requires redesign
Individual training assignments and completion tracking
Automated Process:
Master list of available training courses and requirements
Direct observation assessments and evaluations
Automated formula-based flags in Contacts table alert you to compliance issues
Missing or expiring IDs
TB test requirements
Background check status
PA checks: Auto at hire, usually same day
I-9 completion status
Social Security verification
Reference check requirements
Cleared by completing form or verbal call
Training due dates
Additional compliance alerts
Daily list reviewed manually
PLANNED IMPROVEMENT:
Auto-reminders to employees for expiring/missing documents