At Rise and Restore Home Wellness, we believe clarity creates calm. These guidelines are in place to support respectful, safe and consistent care for both clients and support workers.

  1. Nature of Our Service

    Rise and Restore Home Wellness provides non-medical, private home support services.

Our services may include:

  • companionship and emotional presence

  • supported daily living (meal preparation, laundry, light housekeeping)

  • cognitive and memory support

  • personal support with activities of daily living (as agreed upon)

    family- present support within the home

We do not provide :

  • medical or nursing care '

  • emergency or crisis services

  • clinical therapy or counselling

    If medical or emergency care is required, clients or families must contact 911 or appropriate medical professionals.

2. Client Presence & Scope of Care

Clients must be present in the home during scheduled service hours unless otherwise agreed in writing.

  • we do not provide unsupervised childcare

  • We do not transport clients or children unless specifically arranged and documented

3. Home Environment & Safety

To ensure safety for both clients and workers:

  • The home must be reasonably clean and safe.

  • Any known hazards (pets, stairs, mobility risks, behavioral concerns) must be disclosed during intake

  • Worker may decline tasks or discontinued a visit if safety concerns arise

4. Scheduling & Appointments

Services are provided by pre-scheduled appointment only Visit times and frequency are confirmed in advance While we strive for consistency, scheduling may occasionally change due to availability, Illness or unforeseen circumstances. We will always communicate changes as early as possible. Schedule changes or cancellations require advance notice as outlined during intake. Repeated late cancellations may affect future availability.

5. Client Presence & Safety

Clients must be present in home during services unless otherwise agreed in writing.

PSW may decline tasks that feel unsafe, unclear, or outside their scope Safety and mutual respect are prioritized at all times

6. Cancellations & Missed Visits

  • 24 hours notice is required for cancellations or schedule changes.

  • Late cancellations or missed visits may be subject to fees. Repeated cancellations may impact ongoing service availability

    We understand that life happens and approach cancellations with understanding while maintaining fairness.

7. Confidentiality & Privacy

Your privacy is deeply respected. All personal information is kept confidential. Support workers are bound by confidentiality agreements. Information is only shared when necessary for care coordination, safety or when legally required. We do not discuss client matters outside of professional need.

8. Boundaries of Support

Support workers do not :

  • administer medication or provide medical advice

  • handle financial matters banking or legal decisions

  • accept gifts, loans, or personal requests outside of care

  • perform tasks outside the agreed support plan

    Clear boundaries protect both clients and workers and help maintain respectful care relationships

9. Communication & Feedback

Open communication is encouraged.

  • Clients or families are welcome to share feedback at any time.

  • Concerns should be directed to management rather than support workers directly.

  • All feedback is handled respectfully, privately, and without judgement.

    Adjustments will be made whenever possible.

10. Outdoor & Property Maintenance

Personal Support Workers do not perform snow shovelings, lawn mowing, raking leaves, landscaping, or any form of property maintenance. These tasks fall outside the scope of personal support services and may pose safety and liability risks.

PSWs may report outdoor safety concerns and assist clients in arranging appropriate external services when needed.

11. Right to Modify or Discontinue Services

Rise and Restore Home Wellness reserves the right to:

  • modify schedules based on availability or operational needs

  • discontinue services if safety, respect or policy

  • boundaries are not upheld

Any changes will be communicated clearly and respectfully.

12. Agreement & Understanding

By engaging service with Rise & Restore Home Wellness, clients acknowledge understanding and acceptance of these Administrative Guidelines.

These guidelines exist to create clarity, safety and trust - so support can feel steady respectful and human.

If you have questions about any part of these guidelines, we welcome you to reach out for clarification at any time.