To ensure the safety and well being of our people served, a variety of screenings are completed before staff is hired. Below is a listing of the different inquiries MARC conducts.

MARC, Inc. staff supports are designed to provide people with disabilities the opportunity to work and enjoy their community according to their own individual choices. The level of professionalism and dedication provided to people we serve directly effects their satisfaction and success. It is the responsibility of all staff to provide the highest level of positive, professional supports to people served each day. The responsibilities and personal satisfaction of assisting in the success and personal development of another individual are great. Meeting these responsibilities require nurturing of a positive attitude and belief that all people deserve the opportunity to work, live and participate in their community, taking part in both challenges and opportunities available to us all.

The following staff standards of conduct and performance expectations are an outline for supports that must be provided to people we serve on a daily basis. Support staff are agency representatives whose actions influence the public perception and opinion of our services. People we serve rely on the positive, professional services provided by each staff member. Our staff assists people to achieve success at home, in the community and on the job. Our ability to provide these services has a direct impact on the quality of life enjoyed by people we support. These standards and expectations are not recommendations. Demonstration of an appropriate understanding and achievement of these standards are mandatory requirements of on-going employment at MARC, Inc.

Professionalism

The primary responsibility for MARC, Inc. staff is to ensure the safety and emotional well being of each person we support while providing opportunities to enjoy all the resources that our community offers. Support staff must be aware of each person’s safety skills and needs. Staff must be attentive to these needs at all times. Conducting any personal business, including personal phone calls hinders the quality of supports provided to people we serve. Failure to be aware of immediate day-to-day support needs due to inattention or distraction may result in disciplinary action up to and including termination. Staff are expected to build trusting, positive relationships with the people they support. The strength of this relationship is fundamental in resolving emotional concerns. It is also the responsibility of each staff member to provide support that results in success and satisfaction for people served. Staff must also, at all times, represent our agency positively and professionally when interacting with employers, their employees, families and other community members.

Professional Judgment

Staff are legally obligated to demonstrate professional judgment at all times when providing support to the people we serve. Failure to demonstrate professional judgment may result in termination and may expose staff to abuse/neglect allegations and investigations. Four key components of professional judgment include the following: 1. Actions that are in the best interest of the person served. 2. Staff knowledge and expertise/experience. 3. Decisions that would be considered by your peers to be reasonable given the circumstances and 4. Documentation.

Staff must demonstrate that they have acted in the best interest of the person served, and have utilized all of their skill and knowledge during the course of any decision. Any decision must also be one that would be considered reasonable by others. In other words, any decision is subject to review as having been reasonable or unreasonable given the particular facts surrounding the decision. Professional judgment also includes professional documentation of events. Documentation of what happened and why and the reasoning for the decisions/actions taken are important references for others who may be required to follow up or review a particular incident.

Support staff must be ready and able to make decisions and take action based on their experience and circumstances at any given moment. The attending staff is the person closest to and most aware of the situation under question. Interpretations by anyone other than the attending staff would not reflect the judgment of the one person legally recognized to care for the person served. Therefore staff is expected to make decisions and act with professional judgment independent of the interpretations and opinions of individuals that are not at the scene. Seeking the agency’s “opinion” on a given topic in effect asks administrative or other staff to interpret applicable professional standards without all the information available to the inquiring staff. All staff are expected to act first in the best interest of the person served, given the particular circumstances, and then inform administrative staff of their actions rather than relying on administrative staff to make decisions requiring the exercise of their professional judgment.

Attitude and Support Levels

Support staff must present a positive attitude and provide an effective level of support to meet the needs of each person on their caseload. MARC, Inc. staff are not supervisors or observers for the people we support. Staff must approach their duties with the attitude that they are personal assistants for the people they support. People we support, their families, employers and other community members are our customers. It is the responsibility of all MARC, Inc. staff to meet the needs of our customers to the best of our ability. Support staff assists each person at whatever level is necessary to ensure their success and satisfaction. This level of support is to be based on individual need and may vary from day to day. It is the responsibility of support staff to recognize the level of support needed each day and provide the assistance necessary to meet the individual needs of people we support. Support staff are responsible for responding immediately to any concern in a timely and positive manner.

Support staff must interact with people served, co-workers, employers, family members and the community with a positive attitude at all times. Staff must treat people served, employers and other community members with respect and dignity at all times. All interactions and supports must be delivered in a calm and professional manner and must not result in feelings of embarrassment or failure for people served. Sensitive issues or concerns are discussed discretely with people served, family members and other service providers as needed. Staff must rely on their skills and knowledge of the individual to resolve issues in a manner that is respectful of the needs and feelings of the person they serve.

Dress Code

MARC, Inc. staff are required to present a positive, professional image at all times. This image includes personal appearance. Staff are not permitted to work with any facial piercing including the nose, lip, eyebrow and tongue. Personal attire is expected to be professional, neat and clean. Ripped, torn or otherwise damaged clothing is not acceptable attire. Tank tops are not allowed. In addition to these requirements Employment Department staff must also follow any dress code policy of employment sites that they cover.

Site and Vehicle Assignments

Administrative staff determine employment and residential site coverage based on the needs of people served, our agency and employers. Staff are expected to provide the same level of professional services regardless of site assignment. Administrative staff will consider site reassignment upon request but no changes are guaranteed. Any staff member that refuses to provide support at an assigned site may not be offered alternate hours or sites. Agency vehicles are also assigned by administrative staff based on the best interest of people served and our agency. All staff must have a personal vehicle available to provide transportation to people served as needed. Vehicle assignments are subject to change on short notice and are assigned to the site, not the support staff. Failure to have a personal vehicle available when needed may result in a loss of hours and possible progressive discipline up to and including termination. Agency vehicles are to be used for agency related business only. Staff are not to use agency vehicles for personal business.

Customer Satisfaction

It is the responsibility of staff members to ensure that people served, families, employers and our community are satisfied with their services. Employer satisfaction will result in greater opportunities for people we support and will enhance job retention. Failure to provide adequate support to individuals and employers may result in a loss of hours and or jobs for people served. All complaints received from people served, families, employers and community members regarding the quality of supports provided shall be investigated to determine their validity. Valid complaints of inadequate support, and/or employer dissatisfaction shall result in disciplinary action up to and including termination. Demands from employers that a staff member must be replaced at their business will be honored to protect the jobs of people served. In the event that staff must leave any support assignment due to a valid complaint there is no guarantee that other hours will be offered.

These guidelines and expectations are the minimum requirements for success as an employee at MARC, Inc. Staff are expected to perform their job duties with enthusiasm, creativity and professionalism. Achievement of these standards is a requirement of employment at MARC, Inc. The ability to exceed these standards will be considered when determining promotions and wage increases. Demonstration of these standards of conduct is expected in addition to all other agency policies and procedures