Terms of use
We’re so glad you’re here! There are three possibilities for why you’re reading this handbook, first you’re an extremely type a student that wants to make sure they do everything right, that is fantastic, read on! second is your administrator trying to check out what you’ve gotten your staff into, third is that something has gone wrong and you’re trying to figure out what the policies are. It’s all cool, we’re here to help.
Here at step up we strive to offer courses that are relevant, actionable, and convenient for caregivers working with clients every day. We work to make our courses fun and interactive, because the more engaged a learner is, the better they remember and the better they’ll be able to actually put what they learn to use.
The purpose of this handbook is to introduce you to our policies our way of functioning and working guidelines. this is general information only, and the company step up to care, its parent company focused nursing services LLC. reserve the right to modify change or end any of the policies in part or in whole at any time without notice. Any changes that are made to our policies will be done in writing and posted to our website.
Hours of operation and how to get questions answered
Office hours are Monday through Friday 9:00 AM to 5:00 PM.
Billing and payment questions are only managed during office hours, if you’re calling after hours regarding a billing question, we will answer promptly the next business day.
Students with questions regarding coursework, how to use the site, or how to upload videos are free to use the Live monitored on site texting application found at the bottom of the screen. you can also send your questions to support@stepuptocare.com,
Office address and contact information.
StepUP to care
Address: 2109-A West Lincoln Ave Yakima WA, 98902
Tel: (509) 901-6903
Fax (509) 654-9670
Email : support@stepuptocare.com
Student transcripts and records.
After the completion of each individual course, a certificate is generated and placed into the “my certificates” file on the individual student’s dashboard. it is the student’s responsibility to download and print the form. step up to care does not print or e-mail forms. it is the student’s responsibility to provide their employer a copy of their completion certificates. step up to care maintains records for all student certificates for seven years. A replacement certificate mailed to the student later will require them to pay a $10 handling fee.
Grading and testing.
Along the progress of courses quizzes are sprinkled through to check the learner’s knowledge and retention, With final tests at the end of graded courses. to be able to proceed through the course you must pass the knowledge checks and tests with at least an 80%. if you do not pass on the 1st attempt you will be given one more opportunity. if you’re unable to pass on the second attempt, you will need to repeat the course or section of the course that you are struggling with.
What devices work for taking courses and tests?
We strongly encourage attending online and virtual classes on a desktop computer or laptop. However, our platforms will operate on any mobile device.
• Browser: Mozilla Firefox, Internet Explorer, Edge, Google Chrome, Safari, Opera, Android Internet Browser
• Devices: Desktop PCs and iMac, iPod, iPad, iPhone, Android phones, tablet devices
• Internet Connection: reliable DSL or wireless connection. Minimum of 2 mbps bandwidth.
• Equipment: You will need both a webcam and headphones to participate in Virtual Classrooms. This is mandatory and you will be asked to leave the class if you do not have a working camera and microphone.
Non-discrimination policy
We value diversity, people from every background bring different perspectives and insight that can be helpful for care. we did not discriminate on basis of race, creed, national origin, gender, veteran or military status, gender identity or disability. we understand that if you give us any information about your disability it’s voluntary and will be held as confidential. we will make reasonable attempts to provide accommodations to help anyone overcome barriers to getting the education that they desire. If an individual need special accommodations made please let us know at the time of enrollment, Understand, some classes require the demonstration of certain skills, and those skills require a certain amount of physical capacity to demonstrate safety and competency.
Accommodations based on religious observance.
People’s religious faith is an important part of many student’s lives, and we will make efforts to provide accommodations for students whose required live class schedule conflicts with the observance of their faith. please notify the office as soon as possible if you realize that there will be a conflict and we will work with you to attempt to reschedule or develop a program to help make up missed work.
Accommodations for students with disabilities. (learning/physical)
Individuals with disabilities either physical, or learning disabilities like dyslexia will be offered reasonable accommodations so they can participate and learn to the fullest extent possible. We are not going to alter the course content or the requirements, but offer resources to assist in the learning process. please contact the office or talk to your coach if you need accommodations.
Interpreter services/ multi-language documents Stop.
Our courses are currently offered in English, and interpreter services are not provided. If you would like to get a digital copy of the Revised fundamentals of caregiving which is the basic document used for our HCA course, it is available in multiple languages from our resource page.
Class location.
all classes are currently offered online only.
Student code of conduct – Online environment.
It is our goal here at step up to care to create a welcoming environment for students, but for that to be true certain standards of behavior has to be held. If a student is demeaning or disrespectful, Or who behaves in a way that is deemed inappropriate by the instructors we reserve the right to expel the student for the protection of other students and the learning environment. This holds true for both written and for verbal communication, and includes student messaging text messaging and chat rooms.
During live online classes instructors have the right to remove students who are behaving in ways that are detrimental to other students learning experience. that includes being disrespectful of faculty or other students. Our online classes are meant to be interactive, but if a student refuses to interact, despite repeated attempts by the instructor the student will be removed from the classroom and no credit will be given. Any student arriving more than 10 minutes after the scheduled start of a live in person class will not be allowed to enter the video conference and will need to reschedule. Students who are enrolled in an online live class must stay to the end of the class to receive credit for the class and students who leave early will be required to repeat the entire class not just from the point that they left. Students are required to be on camera during live classes, Ready to engage and respond to questions. any attempt to cheat the system will result in the student being dismissed from the class and the program, no credit given. Yep, feels kind of harsh, but you got to draw a line.
Things that are not acceptable that can get you expelled from training
- Any form of hostility shown to individuals due to their race, religion, ethnicity, disabilities, gender, or gender identity, nation of origin or beliefs. (Verbal or written)
- Any form of sexual harassment, creating a hostile and unsafe learning environment (Verbal or written)
- On purpose creating disruptions or obstruction to the teaching process, the website, the administration, or any other school function.
- Attempting to cheat within the coursework, providing the school with false information, or falsified documents, or using school documentation in a fraudulent way.
- Threatening or harming other students, faculty, or administrative staff. (Verbal or written)
- Breaking established school policy.
So, you got yourself expelled, now what?
Students that have been expelled will be refunded the balance paid for their class as per the billing agreement. Expelled students If they wish to reapply to the program must submit a request in writing, mailed (not emailed) to our school office. The letter should include the incident in question that got the student expelled, the date of the incident, and why the student believes they should be allowed to reapply. Please allow 10 days for the request to be reviewed.
Billing policies
Step up to care billing and refund policy.
For agencies employing more than 15 caregivers, we offer the establishment of Employer accounts. These accounts allow you to redeem bulk course purchase codes and allow us to create reports and follow through for your students.
Employers with less than 15 caregivers can pay at the time of registration via Stripe or Paypal.
To request setting up an agency account, please fill out the form HERE One of our friendly office staff will reach out to you within two business days.
Course cancellation and refund policy.
Disclaimer: Each courses have different cancellation policy. If there’s no cancellation policy stated upon enrollment or registration then this general policy will apply.
Course cancellations within two weeks (14 days ) of registration:
If a course has been purchased but not opened, all tuition paid is eligible for refund except a $15 skills lab kit fee. All refunds will be made to the same payment source that the funds came from without exception.
cancelations between 14 days and 89 days of registration:
Starting on calendar day 15 after the initial registration step up to care will charge a 10% registration fee on any refunds for students who have not opened or started the course. No refunds will be given for classes after 90 days of enrolment date, regardless of course progress. All courses are open for one year from the registration date unless refunds are issued, in that case, the course will be closed.
If the student has started the coursework but training is ended, step up to care will retain a percentage of the total tuition as shown in the below table
| Student Finished this amount of course | The percentage of tuition that Step up to care will not refund. | |
| Up to 10% | 10% | |
| 11% to 25% | 25% | |
| 26% to 50% | 50% | |
| 51% or more | 100% | |
Note on core basic class*
In the core basic series, once a student has uploaded and had their first skills video graded, that course will be counted as finished regarding the refund policy.
No refunds will be given for classes after 90 days of enrolment date.
In no case can we transfer Course fees to another student.