Terms of Service

Terms of Service (CareConnect Home Care & Transportation)

1. Acceptance of Terms

By accessing or using the services provided by CareConnect Home Care & Transportation, you agree to these Terms of Service. These terms apply to all clients, family members, case managers, visitors, and users of our website and services.

2. Services Provided

CareConnect operates two service divisions under one parent company:

Home Care Services: non‑medical personal care, homemaker services, companion care, and specialized support.

Transportation Services: non‑emergency medical transportation (NEMT), community mobility, and appointment‑based rides.

All services are delivered under the parent company, Ermes CareConnect Services LLC.

3. Eligibility for Services

To receive services, clients must meet the following:

Be located within our service counties

Complete an intake assessment

Provide accurate health and mobility information

Agree to service plans and safety protocols

Eligibility may vary based on payer source, waiver program, or transportation requirements.

4. Scheduling & Cancellations

Clients agree to:

Provide accurate scheduling information

Notify us of cancellations at least 24 hours in advance

Understand that repeated no‑shows may affect service availability

Transportation schedules are subject to availability, weather, and safety conditions.

5. Client Responsibilities

Clients and families agree to:

Provide a safe home environment for caregivers

Treat staff with respect and professionalism

Provide truthful medical and mobility information

Follow safety instructions during transportation

Failure to meet these responsibilities may result in service modification or termination.

6. Staff Responsibilities

CareConnect staff are required to:

Maintain professionalism and confidentiality

Follow all state and federal regulations

Provide services according to the care plan

Report safety concerns or changes in condition

All caregivers and drivers undergo background checks and training.

7. Payment & Billing

Payment terms depend on the payer source:

Medicaid waiver programs

Private pay clients

Insurance or third‑party payers

Clients are responsible for any non‑covered services or late cancellation fees.

8. Privacy & Confidentiality

CareConnect follows HIPAA‑aligned privacy practices.
We protect all personal, medical, and transportation information.

See our full Privacy Policy for details.

9. Limitation of Liability

CareConnect is not liable for:

Delays caused by weather or traffic

CareConnect Transportation Services may experience delays due to weather, traffic, road conditions, or other circumstances beyond our control. While we make every effort to arrive on time, safety is our highest priority. Clients will be notified of delays whenever possible, and alternative arrangements may be made when appropriate. CareConnect is not liable for delays caused by conditions outside our operational control.

Client‑provided misinformation

CareConnect relies on accurate information from clients, families, and case managers to provide safe and appropriate services. CareConnect is not responsible for delays, safety issues, service interruptions, or adverse outcomes resulting from incomplete, inaccurate, or misleading information provided by the client or their representatives. Services may be modified, paused, or discontinued if misinformation creates a safety risk or prevents proper service delivery.

Unsafe home environments outside our control

CareConnect may modify, pause, or discontinue services if the client’s home environment presents safety, health, or sanitation risks that are outside our control. This includes but is not limited to infestations, hazardous conditions, aggressive animals, unsafe individuals, or any environment that prevents staff from providing services safely. CareConnect is not liable for service interruptions caused by unsafe home environments. Services will resume once conditions are corrected and verified.

Medical emergencies unrelated to our services

CareConnect is not responsible for medical emergencies, health events, or adverse outcomes that occur independently of the services we provide. This includes but is not limited to heart attacks, strokes, seizures, falls, diabetic episodes, respiratory distress, or any medical condition unrelated to staff actions. In the event of an emergency, CareConnect staff will follow established protocols, including contacting emergency services and notifying the appropriate parties.

We commit to safe, reliable service but cannot guarantee outcomes outside our scope.

 10. Service Modifications

CareConnect may modify or discontinue services due to:

Safety concerns

CareConnect is not responsible for medical emergencies, health events, or adverse outcomes that occur independently of the services we provide. This includes but is not limited to heart attacks, strokes, seizures, falls, diabetic episodes, respiratory distress, or any medical condition unrelated to staff actions. In the event of an emergency, CareConnect staff will follow established protocols, including contacting emergency services and notifying the appropriate parties.

Staff availability

CareConnect strives to provide consistent and reliable staffing for all home care and transportation services. However, staff availability may vary based on scheduling demands, staff illness, emergencies, weather conditions, and other operational factors. CareConnect may modify, reschedule, or temporarily pause services when qualified staff are not available. Clients will be notified of changes whenever possible.

Regulatory changes

CareConnect may modify, pause, or adjust services as required to comply with new or updated federal, state, Medicaid, waiver, or transportation regulations. Regulatory changes may affect service availability, scheduling, documentation, or eligibility. CareConnect is not responsible for delays or interruptions caused by regulatory requirements outside our control. Clients will be notified of significant changes whenever possible.

Client non‑compliance

CareConnect may modify, pause, or discontinue services if a client, family member, or representative fails to follow safety instructions, care plans, transportation protocols, or agency policies. Non‑compliance includes but is not limited to unsafe behavior, refusal of required assistance, inaccurate information, repeated no‑shows, or actions that place staff or clients at risk. CareConnect is not liable for service interruptions caused by client non‑compliance. Services may resume once compliance is restored and verified.

Clients will be notified of changes whenever possible.

11. Contact Information

For questions regarding these Terms of Service, contact our administrative office.

• Careers

CareConnect is always looking for compassionate, reliable, and mission‑driven people to join our team. Our caregivers and drivers play a vital role in helping individuals live safely, independently, and with dignity. Whether you’re providing personal care in the home or safe transportation to essential appointments, you’re making a real difference every day.

What applicants can expect:

Clear job descriptions outlining responsibilities and expectations

Flexible scheduling options for part‑time and full‑time roles

Competitive pay and growth opportunities

Supportive leadership that values professionalism and respect

Training and onboarding for both Home Care and NEMT roles

• Contact

We make it easy for clients, families, case managers, and partners to reach us. Whether you need help scheduling services, have questions about care, or want to learn more about our programs, our team is here to support you.