Compassionate Assistance Program “Codes of Conduct”

Client Code of Conducts: All CAP clients agree to abide by the below. Failure to do so may result in the loss of DCIN assistance on a temporary or permanent basis.

• Clients agree to maintain a professional, courteous working relationship with their Case Manager (CM) and any other Diabetic Cats in Need (DCIN) volunteer staff the client interacts with.
  
• Clients agree to keep CM contact information confidential and not to share it without express consent from CM.
  
• Clients agree to speak the truth as they know it and to not intentionally mislead or misconstrue in their interactions with DCIN.
  
• Clients agree to submit new financial documentation every year, due by September 30th. CMs will remind clients by September 1st that it’s time to submit new financial documentation.
  
• Clients agree to contact their CM with a minimum of one month’s notice of needing any supplies.
  
• Clients agree to update their CM regularly with any health concerns (such as: cat not eating, vomiting, diarrhea, increased water intake, increased urine output, urinating outside the litter box, lethargy, wobbliness, etc.).
  
• Clients agree to feed a low-carb diet. For most cats, this will be a low-carb canned food only diet, such as Fancy Feast pates.
  
• Clients who are able to regularly test blood glucose levels at home agree to maintain a DCIN-approved spreadsheet, so the CM is able to track how their cat is doing daily. Accommodations can be made for clients without reliable internet or computer access.
  
• Clients agree to respect any communication boundaries their CM sets and agree to only break these boundaries for true emergency situations.
  
• Clients understand that DCIN is required to report any evidence of neglect or mistreatment of animals to the appropriate authorities.
  
• If the client has any concerns about their CM, clients can contact the Director of Case Management (T Hamboyan Harrison, at time of writing) with their concerns.

Case Manager (CM) Code of Conduct and Guidelines:

• CMs can choose whether or not to accept CAP clients the Director of Case Management (DCM) asks them to manage. Likewise, the DCM’s role is to assign CMs to clients they believe are a good match for that CM’s specific skill set.
• CMs can ask to be removed from a current client at any time, for any reason; DCM becomes CM in this case, until a new CM can be assigned.
• CMs can choose how they would like their clients to communicate with them (within reason, CMs must be reachable by clients).
• CMs need to be reachable by clients and able to respond within a 48-hour period.
• CMs will respect their clients’ privacy and not share personal client information outside of the DCIN team. CMs will also be aware of the risk of data breach and do their best to ensure any computer or device used to access DCIN client information is reasonably protected against spyware/hackers.
• CMs will maintain professionalism and kindness toward their DCIN clients at all times. Close personal friendships between CM and clients are discouraged; this is both for the client’s protection and the CM’s. We understand that social media can blur the lines of professional and personal, but please try to limit conversations with clients to DCIN business. We discourage the sharing of personal information with any DCIN clients, particularly information around CM home addresses, relationship status, etc.
• CMs will contact the DCM if they need a leave of absence for any reason. A back-up CM will be assigned.
• CMs are encouraged to collaborate with each other, and a team of CMs may be necessary for difficult or high-maintenance clients. The DCM should be a background member of such teams, to provide support to the CMs and guidance when necessary.
• CMs are encouraged to give clients tips on blood glucose testing. CMs should be mindful of veterinarian dosing and strive to work with the veterinarian whenever possible.
• CMs should always be respectful and courteous toward veterinarians and all veterinary clinic staff.
• CMs should be flexible and understand that client ability (physical, mental, financial, etc.) may vary and that DCIN’s primary focus is supporting clients being able to care for their diabetic cats at home, not achieving an ideal of diabetic cat care.
• CMs may contact the DCM with any concerns about clients, including concerns of animal neglect or mistreatment. DCIN is obligated to report suspicion or evidence of animal neglect or mistreatment to the relevant authorities; this responsibility lies with the Board of Directors.