The Impact of Agency Policies on Caregivers

By: Cynthia McNeil

I first got a job as an attendant back in 2014. I came into the job highly motivated, energized and eager to assist anyone that needed my help.

I started working for an agency that placed me in an apartment building to respond to “calls” from clients within the building. I felt completely confident in the position as I had my Developmental Services Worker diploma.

Challenges at the Agency

However, after only the first week, I realized I didn’t like it - not because I didn’t like the people, but because the agency managed it in a way that went completely against my morals. For example, all attendants could be matched with every individual who needed care. So, it’s very possible the attendant and client were not a good fit.

It is very challenging to do someone’s personal care when there are personality conflicts. And even if you did start some sort of friendship with anyone in the building it was “forbidden” and you could lose your job.

I always felt like the agency put the client’s needs last. For example, anytime we were short staffed it always meant people who needed care couldn’t have showers, or have their full personal care routine completed.

As someone who wants to provide the best care possible, this was incredibly frustrating.

I also felt like the agency never listened to anyone fully. We were always told to follow the care plan, so  when a client requested something outside of their care plan we weren’t allowed because it wasn’t in the care plan.  As an attendant, we could even get fired for following what the client wanted. For example, if the client wanted personal grooming done or a deep clean in their apartment, the attendants weren’t allowed to take on these types of extra tasks because they went against the agency’s policies.

This was again super challenging for me. I wanted to do what the person who needed care wanted me to do and not what the company wanted me to do.

These are just a few of the reasons why there was a high turn over rate, leaving clients to deal with new attendants frequently.

Benefits of Direct Care

When I quit that job and started working as an attendant for a person who was directing her own care, my attitude towards this job improved dramatically. I could be this person’s friend, and provide her care the way she wanted.

If she needed to travel I could travel with her, if she needed me to do personal grooming I could assist with personal grooming. Anything she needed, including many things I wasn’t allowed to do working with the agency, I could now do. It feels more ethical to work one-on-one directly with a client rather than allowing an agency to dictate the terms of care.

The Need for Better Care Solutions

This is why we desperately need better, more accessible care. I think this app could be an amazing opportunity for BOTH attendants and people needing the care through the freedom and independence offered on both sides of care.

We’re live in Ottawa! Join our beta here if you’re in the city. For those outside of Ottawa, join the waiting list here so we know where to expand next!

Header image (frustrated woman) via Unsplash | Uday Mittal

Cynthia McNeil has earned diplomas in Developmental Services and Early Childhood Education. She works for the OCSB and is super passionate about children reaching their full potential. She also owns an online business that she is building in health and wellness.