Haushaltshilfe mit Herz · Onboarding Guide

Haushaltshilfe mit Herz · Onboarding Guide

Working Ethics & Professional Conduct

The standards expected from every household support worker — and why they matter inside someone's private home.

12 principles18 slidesOffice hotline 0800 5 194 194

Presented by Oheneba Holst and Hayford Anyidoho

Why this matters

Our work happens inside people's private homes.

That is why professionalism, trust, respect and reliability are essential. Your work is not only about completing household tasks — it is about treating every person with dignity and making sure they feel comfortable, respected and supported in their own home.

Principle 01

Respect the client's home.

You are working in someone else's private home. The client remains in charge of their household.

  • Before you begin, ask which tasks are most important that day.
  • Listen carefully and respect the client's priorities.
  • Make helpful suggestions — but never take control or decide without consulting the client.

Principle 02

Be reliable and punctual.

Reliability is one of the most important parts of this job. Clients depend on your support, and assignments are planned around fixed schedules.

  • Arrive on the agreed day, at the agreed time.
  • If something prevents you from arriving on time, inform the office as soon as possible.
  • Being late, cancelling without notice or leaving without informing the office creates serious difficulties for the client and the team.

Principle 03

Work thoroughly. Quality over speed.

It is better to work carefully and thoroughly than to complete many tasks poorly. Treat the client's property with care and leave the working area clean and organised.

  • Finished early? Don't stop or leave — ask the client for other appropriate tasks.
  • Offer to organise a cupboard, clean kitchen equipment or sort household items.
  • Use the scheduled working time responsibly.

Principle 04

Never leave early without informing the office.

If a client says there is nothing more to do and asks you to leave before the scheduled finishing time — inform the office immediately. Do not simply leave.

The office must know what happened so the working time can be handled correctly. The same applies to any uncertainty about the duration of an assignment. When in doubt, contact the office.

Principle 05

Record working hours honestly.

Accurate time recording is a basic requirement of professional and ethical behaviour. False records are a serious matter — with consequences for both the employee and the company.

Always

  • Record only the hours you actually worked.
  • Speak to the office about any unusual situation involving your hours instead of deciding alone.

Never

  • Record a full shift if you stopped working early.
  • Enter working hours you did not actually complete.

Principle 06

All appointments go through the office.

Do not make private arrangements directly with clients. If a client asks you to come another day, change the time or add a visit, explain politely that the office must coordinate it — then inform the office.

This keeps schedules, approved working hours and assignments properly organised.

Principle 07

What you see and hear stays confidential.

You may learn about a client's health, relationships, finances or family situation. That information must remain private.

  • Do not discuss clients with friends, relatives, other clients or anyone not involved in their care.
  • Do not share photographs, messages, documents or personal information on social media.

Respecting confidentiality is essential for maintaining trust.

Principle 08

Friendly, supportive, empathetic — and always professional.

If a client asks for something that makes you uncomfortable, seems inappropriate, or falls outside your responsibilities, contact the office before proceeding.

Do

  • Be warm and empathetic.
  • Stay within the responsibilities agreed for your assignment.
  • Ask the office when a request feels unclear.

Don't

  • Get involved in private disputes or family conflicts.
  • Make promises on behalf of the company.
  • Borrow money from clients — or lend money to them.
  • Accept responsibilities that were never agreed.

Principle 09

Every client deserves respect.

Regardless of age, background, nationality, religion, health condition, disability, lifestyle or personal situation.

Speak politely. Listen carefully. Be patient. Do not judge. Do not argue unnecessarily.

If there is a disagreement, remain calm and professional. If it cannot be resolved easily, contact the office and ask for support.

Principle 10

Handle every item with care.

  • Never use a client's belongings without permission.
  • Never take anything from a client's home.

If you accidentally damage something, report it immediately. Do not hide it. Do not settle it privately with the client. Inform the office and follow the instructions you receive.

Mistakes can happen. What matters is that they are reported honestly and immediately.

Principle 11

Communicate problems early.

Professional workers do not ignore problems. Early communication prevents small problems from becoming bigger ones — and you are never expected to solve a difficult situation alone.

If you are unsure

Ask.

A question costs nothing; a guess can cost trust.

If there is a misunderstanding

Communicate.

Clear it up while it is still small.

If a client complains or something unusual happens

Stay calm. Report it.

Don't argue, don't hide it.

Always

The office supports you.

Inform the office and follow their instructions.

Principle 12

Professionalism means taking responsibility.

Follow instructions. Complete your tasks carefully. Respect working times. Communicate honestly. Protect confidential information. Treat clients and their property with respect. And ask for help when you are unsure.

Your behaviour represents not only you as an employee, but also the organisation you work for.

The thread through every principle

When in doubt, contact the office.

Asked to leave early? Asked to change an appointment? Unsure about hours? Something damaged? A request that feels wrong? The answer is the same every time: don't decide alone — inform the office and follow the instructions you receive.

Remember these every day

The most important principles.

Be punctual
Be reliable
Be respectful
Be honest
Work carefully
Respect confidentiality
Respect the client's home
Record hours correctly
No independent appointments
No leaving early unreported
Report problems immediately
Maintain professional boundaries

Good household support is based on trust

When clients allow us into their homes, they are placing that trust in us. Our responsibility is to protect it through respectful, reliable, honest and professional behaviour.

Haushaltshilfe mit Herz · Working Ethics

Thank you for your commitment.

And for maintaining these standards in your daily work. Questions about any principle? Ask the office — that is exactly what it is there for.

Sie kümmern sich um Ihre Gesundheit – wir kümmern uns um den Rest.

Presented by Oheneba Holst and Hayford Anyidoho

Working Ethics & Professional Conduct
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