Understanding Contact Hours vs. Working Hours
When accepting a package, it’s crucial to understand the distinction between the time spent in the client’s property and the time actively spent carrying out tasks. This can often cause confusion, as carers before working in live-in care, sometimes feel it means are working for an entire 24-hour period, this is not the case. Instead, their duties are measured differently under the National Minimum Wage Regulations under contact hours and working hours.
What are Contact Hours?
Contact hours refer to the actual time spent directly engaging with the client. These are the hours during which Carers are carrying out specific tasks, such as:
Assisting with personal care (bathing, dressing, etc.)
Preparing meals and assisting with eating
Administering medication
Helping with mobility or other physical needs
Any other agreed-upon responsibilities as outlined in the care plan
For example, a typical live-in care plan may estimate around 9-11 contact hours per day. However, this number can vary depending on the specific needs of the client. It’s important that carers keep edyn.care informed if they feel the amount of contact time exceeds the agreed average, so adjustments can be made.
What are Working Hours?
Working hours refer to the period during which Carers are required to be present and available to assist the client if needed. This includes times when Carers may not be actively engaged in tasks but are still on call. Live-in carers often spend 24 hours at the client’s residence, but this does not mean they are expected to work 24 hours straight.
For example, even though you are available throughout the day and night, there should be scheduled breaks and times when you are not actively working, even if you remain at the client’s home.
Breaks and Downtime
Under normal circumstances, a live-in carer is entitled to at least 2 hours of break per day, which should add up to at least 14 hours per week. During these breaks, you are not expected to be on duty. If the client requires supervision during this time, arrangements will have been made for alternative coverage, such as another carer stepping in to provide support from hourly agency.
Night wakings
Our carers work a "Sleeping night" meaning 2-night time wakings for less that 15 mins each is included in each package. If disturbances exceed 30 mins in total for 2 consecutive nights then you will be paid for your additional time and we will reassess the care package and discuss the possibility of additional waking night care. If you are experiencing waking nights, please find out next steps on this article here.
Managing Expectations and Contact Time
The care plan should clearly outline the expected working hours, contact time, and non-contact time. This allows for realistic planning and ensures that Carers’ time is respected while providing the necessary care for the client.
Communication and Transparency
It is essential for Carers and edyn.care to maintain open communication about the workload with each other. If, during the course of a placement, the time spent in contact with the client increases, notify your designated Quality Assurance Manager immediately to reassess the situation and adjust accordingly.