We understand that unforeseen emergencies can arise such as being sick, death in the family, and family responsibility etc.
As part of our commitment to providing the best care and support for our clients, we want to inform you about our regular office hours and the protocols to follow when seeking assistance after hours.
Office Hours:
Our regular office hours are from Monday - Friday from 5 am - 7 pm and Weekends and public holidays from 5 am - 4 pm. During this time, our dedicated office team is available to assist you with any inquiries, or shift queries, and provide the necessary information.
Contact Details:
Office number: +27 (0)87 944 6299
WhatsApp number: +27 (0)87 944 6299
After-Hours Assistance:
Regrettably, our office team does not work beyond the designated office hours. However, we understand that emergencies and urgent situations may arise outside of our regular schedule.
In such cases, please follow the outlined protocol below:
1. Immediate Communication:
If you are unable to make it to your shift, try to inform your reliever as soon as possible. Use whatever communication method is specified in your company's protocol, whether it's a phone call or WhatsApp line. You should be able to view your reliever(s) contact details under "Contacts" in your CarePlanner App.
2. Contact Your Reliever(s):
If possible, try to contact the reliever(s) listed for the specific client you were supposed to care for. Inform them about the situation and see if they are available to cover your shift.
3. Update the Office:
Once you have confirmed a reliever, inform the office about the changes in a timely manner. Provide them with the name of the reliever and any other relevant information they might need to update the shift booking and also inform the client.
4. Client Communication:
The Office Team will communicate with the client, informing them of the shift change.
5. Follow Company Policies:
Familiarize yourself with your company's specific policies regarding shift changes, communication protocols, and the use of relievers. Make sure you understand and comply with these policies to avoid any misunderstandings or issues.
6. Discuss with Supervisor:
If you encounter any challenges in following the protocol or if you have valid reasons for not being able to follow it, discuss the situation with the Office Team. They may be able to offer guidance or make necessary adjustments.
7. Provide Feedback:
If you believe that there are issues with the current shift protocol that make it difficult for you as caregivers to comply, provide constructive feedback to the Office Team. They may be open to improving the process based on your input.
Remember, effective communication is crucial in caregiving roles to ensure the well-being of your client. If you encounter any difficulties, do not hesitate to reach out to the Office Team for support and clarification.