Know how to reach your supervisor when you need guidance, have questions, or need to report something. Good communication keeps everyone informed and helps resolve issues quickly.

When to Contact Your Supervisor

Urgent Situations

Contact immediately for:

Emergencies at client's home
Safety concerns
Accidents or incidents
Client health crises
Schedule emergencies
Urgent questions

Non-Urgent Matters

Contact during normal hours for:

Schedule questions
Client care questions
Documentation help
General concerns
Feedback or ideas
Routine updates

Finding Contact Information

In the App

Go to Settings or Help
Look for Contact or Support
Find supervisor's information
Contact options available

From Onboarding

You should have received:

Supervisor's name
Phone number
Email address
Backup contact
Office hours

Emergency Contacts

Know these numbers:

Direct supervisor
Backup supervisor
Office main line
After-hours emergency line

Contact Methods

Phone Call

Best for urgent matters:

Immediate response needed
Complex situations
Emergencies
Time-sensitive issues

Call when:

Something can't wait
Need real-time discussion
Situation is evolving
Written explanation is difficult

Text Message

Good for quick updates:

Brief information
Running late notifications
Quick questions
When calling isn't possible

Text when:

Simple message
Not urgent
Just need to inform
During appointment (brief)

In-App Chat

Use built-in messaging:

Work-related discussions
Non-urgent questions
Creates written record
May not be immediate

Email

For detailed communication:

Formal documentation
Detailed questions
Attached documents
Non-urgent matters

How to Communicate Effectively

Be Clear

State your need:

What's happening
What you need
Urgency level
Your location

Good: "I'm at Mrs. Johnson's. She fell and is complaining of hip pain. I called 911 and they're on the way. Please advise."

Poor: "There's a problem here. Call me."

Be Concise

Get to the point:

Key information first
Relevant details
What action you need
Save elaboration for later

Be Professional

Maintain professionalism:

Respectful tone
Appropriate language
Business-like approach
Even when frustrated

Follow Up

If no response:

Wait reasonable time
Try alternate method
Try backup contact
Document your attempts

Common Scenarios

Running Late

"I'm stuck in traffic and will be about 20 minutes late to my next appointment with Mr. Smith. Should I call the client, or can you notify them?"

Client Concern

"During my visit today, I noticed Mrs. Garcia seemed more confused than usual. She couldn't remember if she'd taken her medication. I wanted to let you know and ask if we should notify her family."

Schedule Question

"I have two appointments tomorrow that overlap by 15 minutes. Can you help me figure out which one should be adjusted?"

Incident Report

"There was an incident during my visit today. Mrs. Thompson fell while transferring to her wheelchair. She says she's not hurt, but I completed an incident report. Just wanted to give you a heads up."

Need Coverage

"My car broke down and I can't get to my 2pm appointment. I'm trying to arrange a tow but won't make it in time. Can someone cover?"

After-Hours Contact

When It's Appropriate

Contact after hours for:

True emergencies
Safety issues
Cannot wait until morning
As directed by policy

What's Not After-Hours Urgent

Can usually wait:

Schedule questions
Documentation questions
General concerns
Non-emergency changes

Using Emergency Line

If your organization has an after-hours number:

Use only for true emergencies
Be prepared to explain briefly
Follow their instructions
Document the contact

Documenting Communications

Why Document

Keep records of:

Important conversations
Decisions made
Instructions given
Unusual situations

How to Document

Note:

Date and time
Who you contacted
Method (call, text, etc.)
What was discussed
Outcome or instructions

Where to Document

Depending on situation:

Service notes
Incident reports
Personal notes
As appropriate

Building Good Communication

Be Proactive

Share concerns early
Update on situations
Ask before problems grow
Provide useful information

Be Responsive

Reply to messages
Follow up as requested
Complete tasks timely
Close communication loops

Be Honest

Share accurate information
Admit mistakes
Ask when unsure
Don't hide problems

Be Solution-Oriented

Suggest solutions when possible
Be flexible
Work as a team
Focus on outcomes

When Things Are Difficult

If Supervisor Is Unavailable

Try alternate contact methods
Contact backup supervisor
Call main office
Use emergency line if urgent

If There's Conflict

Stay professional
Document concerns
Follow chain of command
Seek resolution

If You Need More Support

Express your needs clearly
Ask for specific help
Be open to feedback
Follow through on suggestions

Best Practices

Daily

Check in as required
Report issues promptly
Respond to messages
Stay reachable

Weekly

Update on any concerns
Review any pending items
Clear up questions
Maintain contact

As Needed

Report incidents immediately
Communicate schedule issues
Share client updates
Ask questions

Help Center

Contacting Your Supervisor