O-11-411 Address Unlicensed Attempted Visit

👤 RESPONSIBLE POSITION  |  ROLE

Staffing Manager or Designee

🎯 PURPOSE

To describe steps needed from the Staffing Manager or designee when an unlicensed staff member (Home Health Aide or Homemaker) attempts a scheduled visit but there is no answer or the client/caregiver refuses the scheduled visit.

🔄 PROCESS

  1. The unlicensed staff member (Home Health Aide or Homemaker) will call the office to reach their immediate supervisor (Staffing Manager or designee) immediately after attempting the visit as described in the PointCare process F-12-121 Attempted Visits – Unlicensed Staff.       

A visit is considered attempted in the following scenarios:

  • The client/caregiver does not answer their door.
  • The client/caregiver answers the door but refuses the scheduled visit, resulting in no cares being completed.
  1. If the client/caregiver has not answered the door, the office will make reasonable attempts as appropriate to reach the client/caregiver to determine whether they are available for the scheduled visit.
  2. If the office staff member is unable to communicate with the client/caregiver within 15 minutes of the scheduled visit time to determine whether they are in fact unavailable, the office will consider the visit attempted and direct the staff member to leave the home.

NOTE: If there is any concern for the client’s wellbeing, immediate escalate the concern to a Clinical Supervisor or Area Manager verbally.

  1. The office staff member will give the unlicensed staff member instructions for next steps. Depending on each individual case, the next step might be to move on to their next visit, await further direction, or end their work day.

Reminder: If the worker has other subsequent visits scheduled for that day, make reasonable attempts to reschedule subsequent visit(s) to reduce any gap in the worker’s schedule.

  1. Obtain the following information from the unlicensed staff member:
    1. Time of arrival at the client’s home to attempt the visit.
    2. Length of time spent attempting the visit.
  2. Create a Non-Visit Activity (NVA) for the attempted visit.
    1. For hourly unlicensed personnel, use the type Aide Attempted Visit.
    2. For salaried unlicensed personnel, use the type Salaried Aide Attempted Visit.
  3. Immediately review and approve the created NVA. Timely creation and approval of the NVA ensure that travel time will generate correctly for subsequent visits performed by the worker that day.
  4. If the unlicensed staff member is hourly (not salaried), enter a $10 show-up bonus pay adjustment in their Dayforce timesheet for the attempted visit.

Reminder: When adding a comment to the bonus pay adjustment in Dayforce, do not enter any PHI in Dayforce (for example, the client’s full name).

  1. When possible, reschedule the attempted visit for later in the week.
  2. If rescheduling the visit is not possible, then mark the visit as missed as in process O-11-412 Address Unlicensed Missed Visit.

📅 Effective: 08.19.2026  | 🛠️ Revised: N/A |  ✅ Approved: JFJ

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