The Core Values of Gibson Care, Inc (dba, Home Instead)
To Honor God in all we Do
To Treat each other with Dignity and Respect
To Encourage Growth in Ourselves and Others
To Build Value in our Service to Others
Objective of the Lead Care Professional position:
The objective of the Lead Care Pro is to provide positive impact to both clients and Care Pro. Lead Care Pro are the single point of coordination and communication with clients. They will ensure that Care Pro are fully utilized as well as addressing any concerns. The Lead Care Pro will provide positive impact to Care Pro retention. The Lead Care Pro is committed to helping the Care Pro assigned to them to find success and fulfillment in being a Care Pro. The Lead Care Pro will perform a variety of duties in the coordination of scheduling service for clients. The Lead Care Pro is responsible for scheduling clients and Care Pro in order to provide the highest quality service to clients with emphasis on creating extraordinary relationships.
Primary Responsibilities:
- Reflect the core values of Gibson Care, Inc. (d.b.a. an independently owned and operated Home Instead franchise).
- Reach out to our newest Care Pro to ensure they have a successful start to their career with Home Instead. Ensuring the newest Care Pro are fully scheduled and have a clear understanding of Home Instead policies and procedures.
- Provide support to Care Pro in a safe environment.
- Conduct client/Care Pro introductions using the Client/Care Pro Introduction checklist.
- Conduct and document quality visits each time in contact with the client.
- Contact new clients in the first 90 days of services using the New Client touchpoint checklist to ensure quality care.
- Scheduled touchpoints for clients and Care Pro are documented.
- Check in with the Care Pro(s) providing care to clients to confirm the plan of care is accurate.
- Communicate changes to members of the client care team and/or Service Coordinator.
- Confirm the client/Care Pro match is successful.
- Ensure that all clients within the assigned territory are fully staffed/scheduled daily/weekly/recurring.
- Act as the emergency fill in Care Pro for short notice open shifts or new client open shifts within the assigned territory-thus ensuring continuity of care for the assigned clients when the regular scheduled Care Pro is not available.
- Emergency On call responsibilities of one night per week and one weekend per month and/or as scheduled.
- Coach Care Pro as appropriate to ensure office standards and optimal client care is met at all times. Work with HR to ensure best practices are followed.
Secondary Responsibilities:
- Participate in quarterly Care Pro meetings.
- Perform any and all other functions deemed necessary.
Critical Numbers:
- Maintain no more than 70% in Care Pro turnover.
- Maintain at least 91% in Care Pro utilization
- Ensure 100% Care Pro touch points after first shift, first week, first month are performed and documented for Care Pro in assigned territory.
- Ensure 100% Care Pro six month touch point by the assigned Lead Care Pro per territory documenting specific criteria.
- Maintain compliance with Home Instead Training Standards
- Maintain client schedule two weeks in advance for 100% of clients (exception short notice add on, new clients, etc.)
- Maintain updated and accurate Care Pro availability and personnel information.
- Utilize 100% of Care Pro availability each week.
- Reduce Care Pro overtime to no more than 2.5% per week/month.
Education/Experience Requirements:
- High school graduation or the equivalent.
- Listed as active on the NC NA1 registry (CNA) (or documented plan to complete CNA training and pass exam/be on register within six months).
- One year of related business experience or an equivalent combination of education and work experience may be considered.
- Must possess a valid driver’s license.
Knowledge, Skills and Abilities:
- Must have an understanding of and uphold the policies and procedures established by Gibson Care, Inc.,(d.b.a. an independently owned and operated Home Instead franchise).
- Must demonstrate excellent oral and written communication skills and the ability to listen effectively.
- Must have the ability to work independently, maintain confidentiality of information and meet deadlines.
- Must demonstrate effective interpersonal skills as well as sound judgment and good decision-making skills.
- Must demonstrate discretion, integrity and fair-mindedness consistent with office standards, practices, policies and procedures.
- Must demonstrate knowledge of the senior care industry.
- Must have the ability to organize and prioritize daily, monthly, quarterly and yearly work.
- Must have the ability to establish good working relationships with the franchise owner, office colleagues, Care Pro and the community.
- Must present a professional appearance and demeanor.
- Must have the ability to operate office equipment.
- Must be patient and congenial on the telephone.
- Must have computer skills.
- Must have the availability to work evenings or weekends as required.
- Must have the ability to perform duties in a professional office setting.
- Must have the ability to work as a part of a team.
- Must demonstrate excellent organizational skills.