Welcome Message
Welcome to Lambton Elderly Outreach!
It is with great pleasure that I introduce you to our Client Handbook, a comprehensive guide designed to provide you with all the information you need to make the most of our services and ensure a successful partnership.
Lambton Elderly Outreach (LEO) is a non-profit organization that provides a range of support services throughout Lambton County for adults over the age of sixty and for adults with disabilities including In-Home Supports and Services, Transportation, Meals on Wheels, and Social Engagement Opportunities.
We are committed to delivering exceptional service and care, which is why we have included detailed information on our services, policies, and procedures in this handbook. Whether you have questions about billing, service delivery, or any other aspect of our organization, you will find the answers here.
We remain committed to delivering the exceptional service that enables our clients to thrive at home, and we appreciate your choice of Lambton Elderly Outreach and the trust you place in our services.
Please do not hesitate to reach out to us if you have any questions or need assistance. We are always happy to help.
Sincerely,
Lisa Regan CEO, Lambton Elderly Outreach
Our Mission, Vision & Values
Our organization is committed to creating an open and supportive atmosphere where clients are supported in their goal of independent living in alignment with our vision, mission and values.
Our Mission
Our support services enable clients to live with dignity and independence.
Our Vision
We strive to provide excellent support services to the community we serve. Our Values
Land Acknowledgement
Sarnia Lambton OHT partners, collectively, acknowledge our obligation to truth and reconciliation and acknowledge that this land on which we are gathered today is part of the ancestral land of the Chippewa, Odawa, and Potawatomi peoples, referred to collectively as the Anishinaabeg. It is through the connection of the Anishinaabeg with the spirit of the land, water and air that we recognize their unique cultures, traditions, and values. Together as treaty people, we have a shared responsibility to act with respect for the environment that sustains all life, protecting the future for those generations to come. Please take a moment to reflect on your own commitment to demonstrate change through your words and actions that honour the Calls to Action.
The IDEA
(Inclusion, Diversity, Equity, and Accessibility)
Lambton Elderly Outreach is dedicated to fostering an inclusive, diverse, equitable, and accessible environment for all clients, families, employees, and volunteers. We strive to create an organization where everyone feels valued, respected, and included. Through ongoing training, collaboration with community partners, and regular assessment of barriers, LEO practices the commitment to IDEA to ensure a more inclusive and equitable organization where all individuals can live with dignity, respect, and fulfillment.
To fulfill our commitment to inclusion, diversity, equity, and accessibility, LEO will:
1. Provide continuous training and education to employees and volunteers on these topics.
2. Conduct regular assessments to identify and address participation barriers.
3. Collaborate with community partners to amplify underrepresented voices and advocate for systemic change.
4. Regularly review and update policies, procedures, and practices to align with our commitment.
Person-Centred Care
Person-centered care aims to be user focused, promote independence and autonomy, provide choice and control, and ensure individuals are treated with dignity and respect. Person-centered care involves:
• Compassion, listening, dignity, and respect—these are the essential foundation for the greater involvement of people in their own services, and the building of relationships.
• Shared decision making—this requires the involvement of individuals as equal partners in their attendant services.
• Supporting individuals to live independently in their community.
• Respects the right of the individual to involve others as they choose in the decisions about the design and delivery of services and responding to their feedback.
Location & Contact Info
LEO’s office is open Monday to Friday from 8:00am to 4:30pm. Services are scheduled during regular office hours. Should the client need to contact someone outside of LEO’s office hours for urgent matters (e.g. to cancel services), please call the office number and listen to the voice prompts to leave a message. Please note that LEO’s office is closed for all scheduled Statutory Holidays.
Address: 4486 London Line, RR#1, Wyoming, ON N0N 1T0
Phone number: 519-845-1353 or 1-800-265-0203
Email: info@lambtonelderlyoutreach.org
Website: www.lambtonelderlyoutreach.org
Fax number: 519-845-1364
Facebook/Meta: Lambton Elderly Outreach
Instagram: lambton_elderly_outreach
Office hours: Monday-Friday 8:00 AM to 4:30 PM.
Please dial by extensions for departments
Department Extension Email
General Inquiries ext. 0 info@lambtonelderlyoutreach.org
Community Engagement ext. 310 communityengagement@ lambtonelderlyoutreach.org
Crisis Intervention & Assistance ext. 801 leocrisis@ lambtonelderlyoutreach.org
Finance ext. 210 finance@ lambtonelderlyoutreach.org
Home Support Services ext. 370 hss@ lambtonelderlyoutreach.org
Meals on Wheels ext. 301 volunteer@ lambtonelderlyoutrach.org
Retirement Home Support Program ext. 801 housingsupport@ lambtonelderlyoutreach.org
Transportation ext. 360 transportation@ lambtonelderlyoutreach.org
Volunteer ext. 301 volunteer@ lambtonelderlyoutreach.org
Privacy Officer ext. 234 feedback@ lambtonelderlyoutreach.org
lambtonelderlyoutreach.org
Becoming a LEO Client
Before becoming a LEO client, clients will be asked to participate in an initial assessment. LEO requires some basic health information which can be provided in person or on the phone. This includes:
• Health Card
• Emergency Contact
• Billing Address
• Mobility Status
• Basic Health Information
This assessment helps LEO do a better job for the client and helps to better understand the needs of LEO clients. Depending on the services the client requires, a more thorough assessment may be required.
Client Bill of Rights
All Clients of Lambton Elderly Outreach have the right to the following:
1. To be dealt with in a respectful manner and to be free from physical, sexual, mental, emotional, verbal, and financial abuse.
2. To be dealt with in a manner that respects the dignity and privacy, of the client and that promotes their autonomy and participation in decision-making.
3. To be dealt with in a manner that recognizes their individuality and that is sensitive to and responds to
their needs and preferences, including preferences based on ethnic, spiritual, linguistic, familial, and cultural factors.
4. To receive home and community care services free from discrimination as per the Human Rights Code or the Canadian Charter of Rights and Freedoms.
5. A client who is First Nations, Métis or Inuk has the right to receive home and community care services in a culturally safe manner.
6. To receive clear information about their home and community care services in a format that is accessible to them.
7. To participate in the assessment and reassessment of their needs, as well as the development and revision of the care plan.
8. To designate a person to be present with them during assessments, and to participate in the development, evaluation, and revision of their care plan.
9. To receive assistance in coordinating their services.
10. To give or refuse consent to the provision of any home and community care service.
11. To raise concerns or recommend changes related to the services that they receive, and with policies and decisions that affect their interest, without fear of interference, coercion, discrimination, or reprisal.
12. To be informed of the laws, rules and policies affecting the delivery of the home and community care services, including this Client Bill of Rights, and to be informed, in writing, of the procedures for initiating complaints about the services they are receiving.
Feedback and Reporting
In order to provide feedback or report an incident, the client is invited to call LEO and ask to speak to a Manager or a Director.
Ways to contact:
Telephone: 519-845-1353 Fax: 519-845-1364
Mail: 4486 London Line, RR#1, Wyoming, ON N0N 1T0
Email: feedback@lambtonelderlyoutreach.org
Client File
LEO is a Health Information Custodian (HIC) under the Personal Health Information Protection Act 2004 (PHIPA). LEO and its employees are responsible for ensuring that all client information is treated with confidentiality and privacy.
All information about clients is considered personal and confidential and will be used to plan the level of services needed.
If a client wishes to see their client file, the client may do so by submitting a request to the Privacy Officer. If the client wants their file corrected because they think something is not accurate, the client can request a change to the information.
LEO is firmly committed to strengthening the engagement of clients in planning and projects. LEO welcomes feedback on client experiences, our services and employees. Feedback is used to monitor and improve our services for the benefit of our community.
Clients have the right to put forth opinions on the services LEO delivers to help us improve the quality of
those services. LEO is also committed to asking for client opinions regularly through client focus groups, surveys, email requests, quality assurance calls, etc.
Scheduling and After-Hours Contact
Program Coordinators support client scheduling needs and work during regular business hours – Monday to Friday 8:00 a.m. to 4:30 p.m.
Any changes or concerns related to the client’s schedule should be directed to the Program Coordinator who manages the client’s schedule. LEO requires 24-hour notice to accommodate client requests. For emergency cancellations, call the office and leave a message for the on-call service.
LEO may cancel visits due to inclement weather. LEO shall contact the client as soon as possible if they are unable to provide the client with services. Program Coordinators shall work with the client to schedule the next appropriate visit.
Grace Period
When preparing for services, please be understanding that LEO employees may arrive 15 minutes early or 15 minutes late. It is LEO’s goal to always be on time to provide services. However, sometimes, due to unforeseen circumstances, LEO employees may be delayed in arriving for their scheduled service or could arrive early.
LEO employees are directed to wait 15 minutes after their scheduled service time for the client before leaving. During this time, LEO will make every effort to contact clients or the client’s emergency contact about a client’s location.
Financial Information
Billing and Payment
Clients will be given a full description of applicable fees for service including short notice booking and/or cancellation fees at the time of the intake assessment.
LEO accepts the following payment methods so clients can pay in the most convenient way:
• Cash
• Cheque or Money Orders (in office or mail)
• Pre-authorized withdrawal (please contact the office for the authorization form)
• Payments through Toronto Dominion (TD Bank)
• E-Transfer
• Credit card (for a nominal fee done in office or over the phone)
LEO bills clients a month behind the utilized service. Please call the office for more information about LEO’s billing and payment options.
Donations
Donating to LEO can make a profound impact, enabling LEO to enhance and expand services, reach more individuals in need, and create lasting positive change. Here are just a few examples of the vital programs and services donations can help support:
• Accessible Transportation Services
• Social & Wellness Programs
• Affordable Healthy Meals
All generous donations, no matter the size, will directly contribute to the betterment of the lives of those LEO serves. Together, we can build a more inclusive and supportive community for older adults and adults with disabilities.
Subsidies
Subsidies are available for certain programs to clients who qualify. Clients will be required to provide proof of qualification with their completed financial assessment application. Approved clients will be notified.
Subsidies are provided by the United Way and the County of Lambton.
Programs & Services
Community Support Services
Transportation (Van transportation, Stretcher van, and Volunteer Transportation)
LEO’s transportation services may be used for medical appointments, shopping, errands, or social engagements that occur in and around Lambton County. LEO operates within a 160km radius of our office at Reeces Corners (excluding U.S.A.) seven days a week; services are subject to availability.
Services offered:
Van Transportation
Stretcher Van
Our van drivers are available to transport individuals who require assistance getting into a vehicle and/or use a mobility device (walker, wheelchair, scooter, etc.) in accessible vans.
Our non-urgent stretcher transportation is available for stable, non-emergency clients who reside in Lambton County and require transportation. The home must be equipped with a ramp and/or main floor direct access.
Clients must be able to transfer themselves or have an assistant for transfer onto the stretcher.
Volunteer Transportation
Volunteers are available to transport clients to attend appointments, run errands, and participate in social events.
For clients requiring additional support, please contact the office for options.
Lawn Maintenance
Clients who sign up for lawn maintenance shall receive assistance with cutting their grass from April-October. Spaces for this program are limited to first come first serve. LEO contracts this service out to a local partner, but scheduling lawn maintenance visits shall be done by LEO employees.
Home Support Services
(Personal Care, Home Help, Respite)
Our Home Support team is available to assist clients with activities of daily living, including personal care, home cleaning, light meal preparation, and more. Our team is available to serve clients based on worker availability. Overnight hours are not currently offered.
Prior to services starting, an in-home intake assessment will be completed.
Services offered:
Duties offered:
• Assistance with bathing (sponge, bed, tub, shower) and toileting
• Personal hygiene
• Dressing
• Feeding
• Mobility assistance (transferring, walking, etc.)
• Medication reminders
• Attendant for medical appointments
Personal Care
• Home management (including errands-maximum of three stops-house cleaning and light meal preparation)
• Topical medication assistance
Duties not offered:
• Administration of medication
• Purchasing of non-prescription drugs, alcohol or tobacco
• Procedures normally performed by a Regulated Health Care Professional
• Tasks beyond basic / essential home management tasks
Duties offered:
• Light housekeeping and organization
• Shopping and errands (maximum of three stops)
• Light meal preparation
• Laundry
Duties not offered:
Home Help
Caregiver Respite
• Heavy lifting, pushing or pulling of items
• Heavy cleaning (e.g. scrubbing floors, waxing floors)
• Seasonal cleaning (outdoor cleaning/organizing)
• Purchasing of non-prescription drugs, alcohol or tobacco products
• Pickling vegetables, freezing and preserving
Caregiver Respite provides relief for family or friends from their caregiving role. To qualify for this service, the client must have a full-time live-in caregiver. Care can be arranged based on the availability of our employees.
For further information on Caregiver Respite, contact the office.
Specialized Services (Crisis Intervention and Retirement Home Support Program)
Crisis Intervention
A Crisis Intervention Specialist provides intervention and support in critical situations to eligible seniors 60 years and older and/or people who have disabilities that are vulnerable and at risk for abuse, assistance with resolving problems through advocacy and service navigation. The scope of service is broad and may involve activities ranging from assistance in completing forms to intervening in circumstances where a person’s safety and well-being are at risk.
Retirement Home Support Program
This program helps seniors who are at-risk of homelessness or who are homeless find supportive housing in a retirement home. LEO contracts with
participating retirement homes to provide subsidy to those that qualify for up to one year.
Social Engagement and Volunteer Programs
Meals on Wheels
Nutritious meals are delivered as hot or frozen entrees, soups and desserts are available for delivery throughout rural Lambton County. Frozen meals can be ordered as a regular meal plan, or as a supplement to a client’s regular cooking. A minimum order is not required.
Clients can phone the office or visit LEO’s website for a full version of the menu options. Special diets can be accommodated.
Services offered:
Hot Meals
Frozen Meals
Hot meals are available for delivery in Forest, Thedford, Port Franks, Wallaceburg, Petrolia, and Corunna.
Frozen meals are available for delivery throughout Lambton County, and includes Walpole Island and Wallaceburg.
Social Programs
Please contact the office for a monthly schedule of times and locations for LEO’s social programs.
Forever Fitness
Provides a healthy active lifestyle by offering seniors in the community a multitude of low impact workouts. Classes are led by certified volunteer instructors and are designed to include non-impact exercise and discussions on healthy aging and exercise.
Diners Club
Attend one of our Diners Club luncheons for a delicious meal, entertainment, and prizes.
Monthly Diners Clubs foster togetherness and learning.
Peer Social & Wellness Club
Participants provide the ideas, and LEO will make it happen! Refreshments and healthy snacks provided by LEO.
Friendly Visiting
Friendly Visiting matches a client with a volunteer to foster companionship through face-to-face or over-thephone conversation, activities, and shared interests. Prior to services starting, an in-home intake assessment will be completed.
Volunteer Programs
LEO offers a multitude of volunteer opportunities:
• Board of Directors
• Office Administrative Supports
• Friendly Visiting
• Forever Fit
• Meals on Wheels
• Bingo
• Volunteer Transportation
• Diners Club
Workplace Safety
Throughout the following sections, “employee” encompasses LEO employees and volunteers.
Safe Working Environment
LEO is committed to providing a safe and healthy working environment for everyone. Clients and employees are expected to adhere to legislative and organizational policies associated with health and safety.
Cooperation & Conduct
It is expected that clients and employees conduct themselves in a manner that is cooperative, respectful, helpful, and professional. Disrespect, discrimination, harassment, racism, or violence will not be tolerated and may result in services being suspended or permanently terminated.
Expectations as a Client
LEO has an obligation to protect the client’s health and safety but also the health and safety of the employees. Both clients and employees are expected to know and understand their responsibilities upon commencement of services or employment at LEO.
Expected interactions between clients and employees include:
1. Being respectful
2. Listening
3. Understanding that employees must follow rules
4. Being polite and treating employees like you would like to be treated
5. Unacceptable treatment of employees will not be tolerated
Smoking in the Household
LEO is committed to providing its employees with a smoke-free work environment. Please refrain from smoking or vaping 30 minutes before the arrival of LEO employees.
Harassment and Abuse
Harassment and abuse are serious matters and must be dealt with promptly. LEO will support anyone dealing with any situation of harassment or abuse. It is important to report the situation to the Manager as quickly as possible. All information will remain confidential. If a LEO employee suspects abuse in the household, they are bound to inform their Manager. The following are guidelines if you are experiencing abuse:
• Talk to someone you trust. This might be a member of your family, a friend, a minister, a counselor or therapist, a PSW, a Supervisor, the Program Coordinator, or the Manager. You can also call a crisis hotline or sexual assault centre:
• Elder Abuse Prevention Ontario 1-866-299-1011
• Sexual Assault Survivors’ Centre 24-hour crisis line: 519-337-3320
• Victim Services of Sarnia-Lambton 519-344-8861
• Police Services Emergency use: 911
• Do not let your fears stop you from speaking out. Fear of retaliation, intimidation, embarrassment or feelings of guilt may persuade you not to make a report. However, harassment and abuse will probably continue if not dealt with properly. Therefore, it is important to file a report.
• Ask for help if you need it and take things one-step at a time.
Weapons
LEO is vitally interested in the ongoing health and safety of our employees, clients, visitors and guests. Possession of a weapon is prohibited while on our premises and anywhere else where LEO conducts business on behalf of our client and employees. If there are weapons stored in the client’s home, they must be safely locked away and disclosed that they are on the premises.
Visitors
Clients may have visitors during home visits. LEO requests that visitors do not impede service provision. Visitors are subject to following the same rules that LEO clients are. Employees are not responsible for taking care of client house guests.
Pet Care
Pet care is the client’s responsibility.
Clients may be asked to put their pet in a separate room if the pet is interfering with services. Clients are also responsible for the behaviour of all pets. This includes cleaning up after the pet.
Practicing Healthy Behaviours
All LEO clients and employees have a shared responsibility to practice healthy behaviours to prevent and control the spread of infections. For example, some healthy practices are:
• Regular hand hygiene
• Covering mouth when coughing/sneezing
• Care in disposing tissues/PPE/etc.
• Symptoms of illness, e.g., fever, coughing/sneezing, sore throat
• Informing LEO employees of infectious illness, where suspected or known
• Receiving annual immunization and keeping other immunizations current
• Following safe food handling practices
Personal Protective Equipment (PPE)
LEO follows applicable guidelines set by Public Health for managing and disposing of personal protective equipment (PPE). Our employees must wear personal protective equipment when they are providing personal care based on the guidelines. All LEO employees are trained on the proper usage of PPE.
Hand Hygiene
Clean hands are the best way to prevent infections. The best method is using soap and water. If soap and water are unavailable, use a 70% alcohol rub to wash your hands.
When to perform hand hygiene:
• Before putting on and taking off a mask.
• Before, during, and after preparing food
• Before and after eating food
• Before and after caring for someone at home who is sick
• After using the toilet
• After blowing your nose, coughing, or sneezing
• After touching garbage
Falls Prevention
The best predictor of a fall is a previous fall. Please inform LEO if there has been a fall in the last 12 months.
• Exercise: challenge your balance and build strength.
• Get enough sleep.
• Take your time: don’t rush when walking or getting up.
• Balance your body through good nutrition and hydration.
• Get your sight and hearing checked regularly.
• Manage your medications and review them regularly with your pharmacist or doctor as some may make you prone to dizziness and falling.
• Wear well-fitting, sturdy shoes.
• Consider using a cane or other mobility device if needed.
• Maintain proper use of eyeglasses and hearing aids.
Property Damage
LEO employees provide many hours of service to clients and in doing so have to handle some personal items. LEO expects employees to be careful and respectful in client homes. However, incidents may happen. Please report any incidents to management right away. If an item is important or expensive, do not let employees use it or caution them to be extra careful. In the case of laundry, clients must provide instructions for special care items.
Community Resources
Age-Friendly Sarnia-Lambton
LEO supports community health and social services and can provide clients with information on additional resources at their request.
Please visit Age-Friendly Sarnia-Lambton’s website for additional information on health and social service supports:
www.agefriendlysarnialambton.ca
Or call the Community Navigator: (519) 336-3000
Sarnia-Lambton Ontario Health Team & Family Patient Caregiver Committee
The engagement of clients, families and caregivers (PFCs) through the sharing of their lived-experiences and stories and active participation is critical in the co-design of the new Sarnia-Lambton Ontario Health Team healthcare delivery system.
Please visit Sarnia-Lambton Ontario Health Team’s website to learn more or to become a member: www.sarnialambtonoht.ca/patient-family-communityengagement
Community Supporters
The Client Handbook is produced without charge to the Lambton Elderly Outreach thanks to our advertisers’ participation. LEO is grateful for the support of community advertisers featured in this publication; advertisement in the attached should not be construed as a LEO endorsement.
Bayshore
Bayshore understands that transitioning from hospital to home can be an overwhelming process. As your neighbourhood care provider, we are here to support you and your family through every step of the care process. Our goal is to ensure that your loved one is able to transition with ease and comfort back to the place they feel most comfortable – home.
Services* that support continued care at home include:
Transportation
Housekeeping
Meal Preparation
Nursing
comfort back to the place they feel most comfortable – home.
Grocery/Prescription Pickup
Personal Support
Dementia Support
Palliative/End of Life Care
Services* that support continued care at home include:
Transportation
Medication Reminders
Bayshore understands that transitioning from hospital to home can be an overwhelming process. As your neighbourhood care provider, we are here to support you and your family through every step of the care process. Our goal is to ensure that your loved one is able to transition with ease and comfort back to the place they feel most comfortable – home.
24/7 Services
Housekeeping
Services* that support continued care at home include:
Grocery/Prescription Pickup
Support is just a phone call away. <<Phone #>> clientservice@bayshore.ca
Transportation
Personal Support
Housekeeping
Grocery/Prescription Pickup
Medication Reminders Meal Preparation
Personal Support
Medication Reminders
Dementia Support
Meal Preparation
Nursing
Dementia Support
Services
Palliative/End of Life Care
24/7 Services
Support is just a phone call away. <<Phone #>>
when you see your doctor, nurse, or pharmacist.
Keep your medication record up to date.
Remember to include: drug allergies vitamins and minerals herbal/natural products all medications including non-prescription products
Ask your doctor, nurse or pharmacist to review all your medications to see if any can be stopped or reduced.
