FAQs

In-Home Care

Why choose an agency?

Our agency is the preferred choice for caregiving because:

  1. Our agency is overseen by the state of Oregon. We had to pass a rigorous procedure prior to obtaining our license, and surveys are conducted every three years to ensure continued compliance. We passed our last one with great marks.
  2. Our agency follows the strict rules set forth by the state for hiring, training, and monitoring services provided. We do not deviate from these, so clients and families can rest easy knowing they are in good hands.
  3. Our agency is licensed, bonded, and insured. Any injury to a caregiver or damage to a client’s belongings is covered by us.
  4. Caregivers are carefully screened through background screening, drug tests, and reference checks.
  5. Caregivers are provided professional training and assessed by a Registered Nurse prior to starting work with a client and ongoing as needed.
  6. Caregivers have oversight, ongoing training by experienced supervisors, and always have supervisors available to call for assistance, night or day.
  7. If a caregiver is sick, the agency is responsible to pay their sick time and will send out a replacement. Clients will never be left without a caregiver.
  8. Clients have an avenue to file a complaint or grievance if work is not completed as desired.
What type of care do you provide?

Our agency holds a comprehensive license from the state of Oregon. This means we can provide basic care from companionship all the way to delegated nursing tasks. Services may include just being there to keep someone company – participating in games and hobbies; personal care services, also known as activities of daily living, such as bathing, dressing, or toileting; non-personal care assistance, also known as instrumental activities of daily living, such as cooking meals, light housekeeping, or transportation; medication assistance, from just a reminder to take a medication to monitoring medical compliance, handing out medications, and keeping track of medications on hand; and finally delegated nursing tasks such as performing blood glucose testing or taking blood pressure.

What is the process for hiring a caregiver?

When a caregiver applies for a position, we set them up with an in-person (or Zoom) interview. We ask questions about their experience, education, goals, strengths and weaknesses, and reliability. Once an offer is made, caregivers are required to submit to a nationwide background check including a sexual offender search. They also submit to a drug screening covering everything from marijuana to opiates and amphetamines. Once the background check is complete, a reference check is completed as well.

What type of training do your caregivers receive?

Some caregivers are certified nursing assistants when they are hired by Pegasus so already have personal care training. This is confirmed by verifying the status of their certification through the state. If they are not certified, all caregivers, regardless of their experience, are provided with 10 hours of online training which covers Oregon state mandated topics: caregiver duties and responsibilities, recognizing and responding to medical emergencies, dealing with adverse behavior, nutrition and hydration, including special diets, appropriate and safe techniques in personal care, methods to prevent skin breakdown and falls, handwashing and infection control, body mechanics, maintaining a clean and safe environment, and fire safety and non-medical emergency procedures. After they have completed the initial training, all caregivers(CNAs too) are required to take four hours of medication administration training per Oregon rules which includes: medication abbreviations, reading medication orders and directions, reading labels and packages, identifying and reporting adverse reactions, interactions and side effects, and techniques and methods to ensure safe and accurate medication administration.

Once a caregiver has completed the required training, they then have a daylong orientation where they meet with Human Resources and a supervisor to discuss agency policies and caregiver job duties. They are then assessed by our Registered Nurse for their competency to deliver care and administer medications.

No caregiver is ever sent to a client’s home until the training, orientation, and competency assessment have been completed.

Lastly, whenever a caregiver is assigned to a new client, the supervisor or a previously trained caregiver will meet the new caregiver at the client’s home to train them on that client’s needs.

Additional training is provided on an individual basis depending on the client’s needs. For example, caregivers may receive more training in diabetes, hospice, or dementia.

Do caregivers drive their own cars?

Caregivers are not allowed to transport clients in their own cars. Pegasus provides company-owned vehicles that are maintained on a regular basis and fully insured. Alternatively, caregivers can drive clients’ cars with their insurance company’s permission.

Protecting against COVID-19

All caregivers are instructed to call in prior to their shift if they are experiencing any health symptoms: fever, cough, gastrointestinal, headache. If so, they will be put on sick leave and another caregiver called in.

Once the caregiver arrives on shift, they are required to answer a four-question survey regarding their health and potential exposure.

At the start of each shift (for clients 8 hours or more) caregivers are required to take their temperature and report it to their supervisor.

During each shift, caregivers are sanitizing frequently touched areas and wearing masks (if permitted by the client). Caregivers also wear gloves while handling medications, preparing food, or providing personal care.

How do you match a caregiver with a client?

A client’s needs and preferences are always taken into account when assigning a caregiver. Caregivers are matched by experience, skills, and personality to each client. If a client is unhappy with a caregiver, they always have the option to request someone else.

What if a caregiver is sick or on vacation?

Pegasus takes pride in the fact that we will never let a shift go uncovered. If your regular caregiver is sick or unavailable, another caregiver will be scheduled or a supervisor will take the shift. Any caregiver sent out will be matched as discussed in the above question.

What is the minimum number of hours per shift?

Pegasus requires a minimum of four hours per shift and one shift per week. Shifts can start at four hours and go up to 24 hours.

How does a 24-hour shift work?

Clients who require 24-hour care have the option of choosing either awake shifts or sleep shifts. Awake shifts rotate every 8 or 12 hours throughout the day and week.

For clients who do not require extensive care during the night, but just want someone in the home in case of emergencies, a sleep shift is an option with the following criteria: Caregivers must have a private room and bed and be allowed an eight-hour sleep shift with minimal interruptions. At least five hours of the sleep shift should have no interruptions.

How do we pay for your services?

There are several ways to pay for in-home care services. Some clients have long-term care policies that can be activated, and Pegasus will bill the insurance company. For clients who have served in the military, there is a program called Aid and Attendance which may be available to assist in paying for care. Some Medicare Advantage plans are now offering in-home care services as a benefit. Medicaid does pay for some in-home care; unfortunately Pegasus does not have a contract with Medicaid and cannot accept those clients. We’d be happy to provide names of agencies that do if that assistance is needed.

We bill twice monthly, on the 10th and the 25th. Payment can be made by check or credit card.

What do we need to do to start care?

Call us at 503.252.8499. We will take some basic information (needs, hours, location) to determine if we are able to provide a caregiver for you. We will schedule an assessment for a Supervisor to come to the home to review client needs and sign paperwork. Per Oregon statutes, we must have several documents signed before providing care: a fee disclosure page, a financial agreement, and a client bill of rights.

Care Management

What is care management?

Care management is a professional service provided to families and guardians to ensure clients have access to necessary resources, medical providers, appropriate housing, and quality care. The goal is to engage the client in exercising their full autonomy as much as possible while remaining safe and having a good quality of life.

Who provides care management?

Care managers come from all different experiences and education. While there are no standards or requirements to being a care manager, many of them have a background in either health or social work. Paladin care managers hold a Master’s degree in Social Work and are working towards care management certification and social work licensure.

How does care management work?

Families or guardians contract with Paladin Advocates to provide services to their client. It starts with a required assessment, necessary for determining the gaps in service and needs for care, Once an assessment is complete, the care manager creates a care plan with goals, interventions, and persons responsible for those interventions. Depending on client needs and responsible party desires, services can end there or the care manager can provide ongoing services for implementation of the care plan.

How is care management paid for?

Care management services are generally not covered by health insurance or state plans. Paladin Advocates is a “fee for service” program – clients are charged by the hour for services rendered. Fees are paid for by the client or the client’s family. Some long term care insurance policies will cover care management and Paladin Advocates will work with those companies that do.

Do you receive money from referrals?

Through many years of serving clients, Paladin Advocates has developed a network of trusted resources: doctors, attorneys, therapists, and more. When needed, care managers will bring in these resources. Please be aware that Paladin Advocates does not receive any money from these referrals, but uses them for the best interests of their clients.

Why choose Paladin Advocates?

Paladin Advocates has been a trusted provider of care management services in the Portland metro area since 2011. The owner and managing director are committed to providing quality, competent, ethical services to our clients. Niki is a member of the Aging Life Care Association, a voluntary organization with a Code of Ethics and Standards of Practice.

Our care managers between them have years of experience in the social services field and have been carefully selected for their integrity, dedication, and commitment to clients. Paladin Advocates care managers are available 24 hours a day, 7 days a week. You will never be told to “call back on Monday.”

How do we start?

Paladin Advocates provides a free 30 minute phone consultation where you can share your concerns with a care manager, get some information on services available, and discuss how Paladin Advocates can help you. If you decide you want to engage services, a contract will be sent out for your signature and services will begin. We can usually start services within 48 hours of the initial phone call.

Support Services

What type of training do your drivers’ receive?

All our drivers view a 5 hour online training provided by PASS which covers the following topics:

The Professional Transportation Provider: Distracted Driving, Driver Fatigue, Transit Employee Occupational Safety and Health, Your Role as a Professional, Professional Driving, Customer Service, Communication, Stress.

Understanding Your Customers: People are People First, People First Language, Knowing Your Passengers, Sexual Harassment, Assisting Passengers with Service Animals, Disability Awareness, Medical Conditions, Diabetes, Epilepsy or Seizure Disorders, Kidney Dialysis

Transporting Passengers: Transporting an Aging Society, Elderly Abuse Recognition, Reporting, Lift Operation, Wheelchair Securement, Securing the Wheelchair Occupant, Mobility Equipment and Features, Passenger Securement

Responding to Accidents, Incidents and Emergencies: Accidents and Emergencies, Evacuation, Fire Extinguishers, Bloodborne Pathogens

The Americans with Disabilities (ADA) Act

Driver Certification Exam

They also participate in an in-person two hour orientation and hands-on training for wheelchair securement.

What type of vehicles do you have?

We have Toyota Prius’,  Toyota Camry,  Toyota Venza and one wheelchair unit. All cars are maintained on a regular schedule.

How do you track safe driving?

We have dash cameras – front and rear facing – in every car. These do not record conversations but do send video clips of adverse driving events including driver inattentiveness, unsafe following distance, speeding, etc. We are also able to track where the car is located in real time.

What type of documentation is kept for each outing?

Our care associates document the outing, where they went, and what they did as well as the client’s behavior, mood, conversation, and physical appearance.

How can I learn what happens on an outing?

Responsible parties have two options.  They can have log-in access to the portal where the care associate writes their notes or have the notes sent to them with each invoice.

What is the minimum number of hours per outing?

The minimum number of hours is two hours per outing.  Included in this is time spent sanitizing the cars before and after each trip as well as the time to get to and from the client’s home