National Aging in Place Code of Conduct

NATIONAL AGING IN PLACE COUNCIL
CODE OF CONDUCT

Members of the National Aging in Place Council/Orange County are aware that the future success of businesses related to aging in place depends upon the honor and integrity of all persons engaged in these businesses. To this end, the Orange County Chapter of the National Aging in Place Council has drafted this Code of Conduct.

Each member of this council agrees to observe and maintain the following standards of conduct in dealing with the senior community and their families.
1. Every member is committed to treating all clients, their families, friends, and advisors with respect and dignity.
Treating the client with dignity and respect encompasses many aspects, including answering fully any and all questions raised by a prospective client, returning phone calls promptly, arriving at appointments on time, providing clear legible copies of all paperwork and more. In decisions to purchase aging in place services, often the client will consult with their adult children, other members of their family or another trusted advisor. It is important to treat all of these individuals as you would the client as a matter of due respect. Often these advisors will be integral in the transaction and should be given all the relevant information to help your client make his or her decision.
2. Every member is committed to conducting oneself with the utmost honesty and integrity in his or her community.
The members of NAIPC recognize that the consumer’s trust is critical for growth and success of our businesses. This means, in all business arrangements, complying with all applicable local, state and federal laws, as well as adhering to the highest standards of honesty and personal integrity. National Aging in Place Council expects each member to strive to exceed expectations in providing a service or selling a product.
3. Every member will take appropriate measures to maintain competence and professionalism in conducting business.
NAIPC is comprised of many different professions. NAIPC members expect one another to be informed of new techniques, products, and services as they relate to being able to best serve our clients, through professional education courses, industry conferences, and exchanging information with other professionals. NAIPC can be a resource for helping locate other professionals in your area or courses and conferences that may be of benefit.
4. Every member will protect a client’s privacy and confidentiality.
In working to avoid impropriety and the appearance of it, every NAIPC member will be careful to protect their client’s privacy. An NAICP Member will only ask for personal information that is necessary to do their work. As necessary, an NAIPC member will explain why he or she is asking for any personal information.
Once the client shares information with an NAIPC member, an NAIPC member will be careful to protect confidentiality. An NAIPC member will keep that information safe. An NAIPC member will only share that information with consent from the client.
5. Every member promises that any product sold will be consistent with the needs of the client.
NAIPC members pride themselves on being trusted resources in their communities. After consulting with a client, an NAIPC member promises that any product recommended will meet the needs of that client as he or she has articulated them to the NAIPC member, the business service or product provider.
6. If alternative options are available, an NAIPC member will present all available options it offers that fit the needs of the consumer, as articulated by that consumer.
In keeping with the expectations of being a trusted resource in our communities, NAIPC members will present alternative options with the primary purpose of making sure that the client is fully informed when making a decision.
7. Every member will only suggest a third party company he or she knows and trusts.
Each member will take reasonable action to investigate the background and procedures of any third parties used as referrals for your clients.
8. Every member will take responsibility to report any suspected abuse or violation of the Code of Conduct by a member to the NAIPC\Orange County Chapter or to the National Aging in Place Council.
Each member of NAIPC is expected to alert the organization of any suspected violation of this code of conduct or other practices you consider to be questionable. NAIPC members should address their concerns to the leadership who will investigate the situation.
9. Every member will make a good-faith effort to resolve concerns or complaints received from customers regarding any service or product.
See NAIPC Grievance & Appeals Policy
10. Every member will encourage clients to talk to family or other trusted advisors before deciding on purchasing a product or service.
Family and other trusted advisors are often important in a client’s decision to purchase a product or service. NAIPC advocates that all of clients of NAIPC members should be informed customers, comfortable with any business done with an NAIPC member. To this end, NAIPC members should encourage their clients to discuss the decision to purchase a product or service of an NAIPC member with the client’s family members or trusted advisors. To ensure the client’s family and trusted advisors have full knowledge of any pending business, NAIPC members should express his or her willingness to consult directly with clients’ family members and other advisors.

I understand and agree to abide by these terms of the NAIPC Code of Conduct. I agree to avoid any action that would place my company in violation of these terms. In addition I agree to take appropriate action if my company and other members of my company violate the terms of this agreement

Signed ____Angella Conrard, Reverse Morgage AdvisorRevised 6-1-07 www.NAIPC.org