On Call Staffing Coordinator

    On Home Instead Senior Care® On Call Coordinator Job Description  

Bay Vaughan, Inc d/b/a Home Instead Senior Care

THIS POSITION IS FOR PART TIME WORK AND IS FOR MONDAY THROUGH FRIDAY FROM 5PM TO 7AM AND 24 HOURS ON BOTH SATURDAY AND SUNDAY.  

 

Objective:

The On Call Coordinator is expected to perform a variety of on-call duties. The Weekend Service Supervisor is expected to work closely with the Service Coordinators in order to provide the highest quality service to clients.

 

 

Primary Responsibilities:

• Reflect the core values of Bay Vaughan, Inc d/b/a Home Instead Senior Care
• Prior to start of on call shift, review schedule with designated Service Coordinator and become aware of any potential trouble spots that might arise.
• Obtain resources needed for on call responsibilities such as laptop, tablet and/or phone along with any paper resources deemed necessary.
• Answering each incoming call in a friendly, professional, and knowledgeable manner and respond quickly to their needs.
• Fill all Client shifts following designated office scheduling processes.
• Communicate changes in Client Shifts to the Client(s) and CAREGiver(s).
• Contact backup person when questions arise about clients or CAREGivers that require input
• Fill in on assignments that come open until a replacement CAREGiver is found
• Communicate client and CAREGiver concerns or problems with owner or designated key player.
• Monitor and log both client and CAREGiver activity and follow up on CAREGiver assignments and client service in the operating system.
• Field new client & CAREGiver inquiries over the phone in a knowledgeable manner and schedule care consultations
• Create a log of the activities of your shift and communicate that to the designate key player(s).
• Return resources to the office following your shift.
• Demonstrate open and effective communication with owner, colleagues and CAREGivers
• Ensure Home Instead Senior Care standards are met and upheld

 

 

Secondary Responsibilities:

• Participate in quarterly CAREGiver meetings
• Perform care consultations as required
• Perform any and all other functions deemed necessary

 

 

Critical Numbers:

• 100% of calls answered and returned during shift
• Achieve and maintain X% conversion rate
• Maintain at least X% in CAREGiver Utilization

 

Education/Experience Requirements:

• High school graduation or the equivalent
• 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 Bay Vaughan, Inc d/b/a Home Instead Senior Care
• 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 have knowledge of the senior care industry
• Must demonstrate effective interpersonal skills as well as sound judgment and good decision-making skills
• Must demonstrate discretion, integrity and fair-mindedness consistent with company standards, practices, policies and procedures
• Must have the ability to organize and prioritize daily, monthly and yearly work
• Must be able to establish good working relationships with management, colleagues, franchise owners and their staff
• Must have the ability to sit at a desk and listen effectively for long periods of time on the telephone
• Must present a professional appearance and demeanor
• Must be able to operate office equipment
• Must be patient and congenial on the telephone
• Must have computer skills and be proficient in Word and Excel
• Must be able to work evenings or weekends as required
• must be able to perform duties in a professional office setting

 

Your employer is Bay Vaughan, Inc.d.b.a. Home Instead Senior Care Your employer is not Home Instead, Inc. This job description does not create an employment contract, nor imply it. Employment with your employer remains at will.

 

I have read and thoroughly understand all of the duties of the On Call Coordinator position.

 

 

__________________________________ _____________________

Employee Date

 

__________________________________ ______________________ Supervisor Date

 

 

Each Home Instead franchise is independently owned and operated.