Terms of Service &
Organizational Policies

Service Eligibility & Intake Process

The Caregiver Health & Wellness Alliance provides services to unpaid family caregivers residing in the state of Oregon who provide regular assistance to an individual with a chronic illness, disability, or age-related condition. "Family caregiver" is defined broadly to include spouses, domestic partners, adult children, parents, grandparents, siblings, and any individual serving in a sustained caregiving capacity regardless of legal or biological relationship to the care recipient.

There is no minimum hours-per-week threshold for eligibility. Caregivers who are uncertain whether they qualify are encouraged to contact our office for a brief eligibility screening at no cost. Certain programs funded by specific grants (National Family Caregiver Support Program, Oregon Project Independence) have additional eligibility criteria related to the care recipient's age or the caregiver's relationship; our intake team will identify applicable programs during the initial consultation.

The intake process consists of a confidential 30-minute conversation (by phone, video, or in-person) during which a care navigator reviews your caregiving situation, identifies appropriate programs and resources, and develops an initial support plan. Intake consultations are always free and carry no obligation to enroll in any program.

Confidentiality & HIPAA Compliance

All personal information shared with CHWA staff, volunteers, and contractors is protected under our organizational confidentiality policy, which meets or exceeds the standards established by the Health Insurance Portability and Accountability Act (HIPAA) for the handling of protected health information (PHI). While CHWA is not a HIPAA-covered entity under the strict definition (we are not a healthcare provider, health plan, or healthcare clearinghouse), we voluntarily adhere to HIPAA's Privacy Rule and Security Rule standards as a matter of organizational ethics and best practice.

Client records are maintained in encrypted electronic systems with role-based access controls. Paper documents are stored in locked cabinets in our secure office. All staff and volunteers complete annual confidentiality training and sign binding confidentiality agreements. Support group participants sign group confidentiality agreements at enrollment committing to protect the privacy of fellow members.

Exceptions to confidentiality: Oregon law requires us to report suspected elder abuse or neglect (ORS 124.050), suspected child abuse or neglect (ORS 419B.010), and situations involving imminent danger to the client or others. In these legally mandated circumstances, we will disclose only the minimum information necessary to the appropriate authorities.

Volunteer Code of Conduct

All CHWA volunteers are expected to uphold the highest standards of ethical conduct, including: maintaining strict confidentiality of client information; treating all clients, staff, and fellow volunteers with dignity and respect; arriving punctually for scheduled commitments and providing advance notice for cancellations; refraining from providing medical, legal, or financial advice outside their professional credentials; reporting any concerns about client safety to CHWA staff immediately; and abstaining from soliciting clients for personal, political, or religious purposes.

Violations of the code of conduct will be addressed through a progressive process: verbal counseling, written warning, and termination of volunteer status. Serious violations involving client safety, breaches of confidentiality, or criminal conduct may result in immediate termination and, where appropriate, reporting to law enforcement.

Cancellation & Rescheduling Policy

We understand that caregivers' schedules are unpredictable. For one-on-one wellness coaching sessions, we request 24 hours' advance notice for cancellations or rescheduling whenever possible. Late cancellations and no-shows happen; however, a pattern of three or more consecutive no-shows without communication may result in a care navigator reaching out to ensure your well-being and discuss whether a different program format or schedule would better serve your needs.

Support groups operate on a drop-in basis; no cancellation notice is needed. Workshop registrations can be cancelled at any time. Respite care cancellations are governed by the individual provider's policy, which your respite coordinator will review with you at the time of scheduling. CHWA does not charge cancellation fees for any of its services.

Grievance Procedure

If you are dissatisfied with any aspect of your experience with CHWA, we encourage you to raise your concern so we can address it. Grievances may be submitted verbally or in writing to the Program Director, David Okonkwo, at (503) 555-0147 ext. 2 or [email protected]. All grievances are acknowledged within three business days and investigated within 14 business days. You will receive a written response detailing the findings and any corrective actions taken.

If you are not satisfied with the resolution, you may escalate your grievance to the Executive Director, Dr. Margaret Chen-Ramirez, at (503) 555-0147 ext. 1. Final appeals may be directed to the Board of Directors through the Board Chair at [email protected]. Filing a grievance will never result in retaliation or reduction of services.

Non-Discrimination Policy

The Caregiver Health & Wellness Alliance does not discriminate on the basis of race, color, national origin, ancestry, sex, gender identity, gender expression, sexual orientation, age, religion, disability, veteran status, marital status, familial status, source of income, or any other characteristic protected by federal, state, or local law. This non-discrimination commitment applies to all aspects of our operations including service delivery, employment, volunteer recruitment, and vendor selection.

CHWA is committed to providing linguistically and culturally appropriate services. We maintain Spanish-language resource materials and can arrange interpreter services for support groups and coaching sessions in other languages upon request. Our office is fully ADA-accessible, and we provide reasonable accommodations for individuals with disabilities in all of our programs.

Scope of Services Disclaimer

CHWA is a community-based non-profit support organization. We are not a healthcare provider, home health agency, mental health clinic, or legal services firm. Our programs provide education, peer support, wellness coaching, resource navigation, and care coordination. They do not constitute medical treatment, psychotherapy, legal counsel, or financial advice.

Our online wellness self-assessment is an educational screening tool and does not constitute a clinical diagnosis. Wellness coaching is a goal-oriented, forward-looking engagement model distinct from psychotherapy; coaches do not diagnose or treat mental health conditions. When clinical needs are identified, our team provides referrals to licensed healthcare and mental health providers. Respite care services are delivered by independent providers vetted through our network; CHWA coordinates and monitors these services but is not the direct employer of respite care workers.