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Resources
Educational guidance for caregivers and families: when to call 911, when to notify a supervisor or RN, and how reporting supports safety. This is not individualized medical advice.
Last reviewed August 29, 2026
Caregivers, clients, and families. Use it as education, then follow Eden policy and clinical direction for a specific case.
This page cannot diagnose, triage your household, or replace 911, Adult Protective Services, or a clinician.
This page cannot diagnose, triage your household, or replace 911, Adult Protective Services, or a clinician. Eden educational resources are not a substitute for official Medicaid, waiver, or health-plan determinations. Rules vary by program, assessment, authorization, and plan. Confirm current details with DMAS, your MCO, and Eden intake.
Educational guidance for caregivers and families: when to call 911, when to notify a supervisor or RN, and how reporting supports safety. This is not individualized medical advice.
When a situation looks like a medical or safety emergency, call 911. Do not wait for email, a website form, or a later supervisor callback.
Virginia personal-care regulation expects attendants to record and report changes in condition, behavior, or appearance. Eden policy adds incident processes. Use both.
Write what you observed, what you did, who you notified, and the time — truthfully. Do not create EVV or notes for care that was not delivered.
Virginia home-care organizations must have policies for mandated reporting pursuant to § 63.2-1606 of the Code of Virginia. Caregivers should follow training and policy. This page is not a substitute for that legal duty.
Program rules, assessments, and payer authorization decide what can start. Medicaid enrollment, waiver enrollment, service eligibility, service authorization, and authorized hours are not the same status.
Depending on the program and service, an assessment and supporting documentation may be required. A nurse does not automatically visit first for every request.
When authorization is required, the payer or MCO reviews the requested service and hours. Outcomes can include approval, partial approval, a request for more information, or denial. Eden does not approve the benefit.
Requested, assessed, authorized, scheduled, and EVV-verified hours can all differ. This site does not invent a universal hour number.
Personal care, respite, companion, adult day, and transportation follow separate rules. A plan may authorize one, more than one, or none.
A parent or spouse is not automatically a paid caregiver. Virginia LRI rules apply only in defined relationships and only when the current official policy and authorization allow it.
Agency-directed: a licensed agency is the employer. Consumer-directed: the member or representative is the employer of record, with services-facilitator support where the waiver allows. Eden's typical public role is agency-directed care.
Managed-care members usually follow their plan's authorization and appeal process. Fee-for-service members follow DMAS processes. A plan existing on the official roster does not mean Eden is in-network.
| Situation | Immediate safety | Then |
|---|---|---|
| Emergency (unresponsive, severe bleeding, choking, stroke signs, chest pain, serious fall with injury) | Call 911 | Stay with the person as directed by dispatch; notify supervisor/RN after emergency services are contacted |
| Fall without obvious emergency, or sudden change in condition | Ensure immediate safety; do not move someone if it may cause harm | Notify supervisor/RN and document according to policy |
| Client refuses a task | Do not force care | Stay within the plan; notify supervisor; document the refusal |
| Unsafe environment | Leave if you are in danger; call 911 if needed | Notify supervisor immediately; do not stay in a situation that is unsafe |
| Suspected abuse, neglect, or exploitation | Protect the person from immediate harm; call 911 if needed | Report through required mandated-reporting and Eden channels; do not investigate on your own |
| Medication concern | Do not guess a clinical decision | Do not give a medication you are not authorized to give; notify supervisor/RN |
| Hospitalization or missed visit | Follow emergency steps if needed | Notify scheduling/supervisor so coverage and documentation can be addressed |
Call 911 for emergencies. This table is education, not a substitute for agency incident policy or clinical judgment.
01
Safety first
Protect the person from immediate harm.
02
Call 911
Use emergency services when the situation looks like an emergency.
03
Notify
Contact the supervisor or RN according to Eden policy.
04
Document
Record facts truthfully. Do not invent details.
05
Follow up
Complete the incident process your supervisor assigns.
Explain general reporting expectations and how to reach Eden during business hours for non-emergencies.
Eden cannot tell you from a website whether a specific symptom is an emergency.
Ensure immediate safety. Call 911 if it is an emergency. Do not provide first-aid steps from this website as a substitute for training. Notify your supervisor or RN and complete incident documentation according to policy.
Notify scheduling or your supervisor as soon as possible using the approved process. Do not clock a visit that did not happen.
Virginia Administrative Code
12VAC5-381-360 Personal care servicesVerified August 29, 2026
Virginia Administrative Code
12VAC5-381-230 Client rightsVerified August 29, 2026
Virginia Administrative Code
12VAC5-381-180 Written policies (includes mandated reporting)Verified August 29, 2026
Eden educational resources are not a substitute for official Medicaid, waiver, or health-plan determinations. Rules vary by program, assessment, authorization, and plan. Confirm current details with DMAS, your MCO, and Eden intake.
Last reviewed August 29, 2026.
Start Care or contact Eden. Submitting a request does not approve services or hours.