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When my mother broke her hip in January 2013 I had to hire outside agency to bring my mother to my daughters wedding in May 2013. Hiring staff for out of facility things was not allowed.
At mom's memory care, I've seen families ask staff if they will help out on a one on one basis on their off hours or days
That said, I don't know what the actual policy is as the company would probably prefer one hire their personal attendants but they all work multiple jobs to make ends meet
I would simply ask what the issue is - is she not clocking out before she visits with mom?
Unfortunately no matter how ludicrous the policy if they choose to dig in their heels things can be made rather unpleasant for your family and the big hearted caregiver, so go into this meeting prepared to be cheerful and pleasant (gag), hopefully you can find some kind of compromise.