Service Coordinator and Training Assistant - Full-time

Primary Responsibilities:                                                                             

• Reflect the core values of DC Care, Inc., (d.b.a. an independently owned and operated Home Instead Senior Care franchise).
• Answer each incoming call in a friendly, professional and knowledgeable manner
• Schedule and conduct CAREGiver Orientation
• Initiate new training techniques and content for all orientation and training
• Conduct all CAREGiver Training
• Create and maintain client and CAREGiver schedules with an emphasis on creating high quality matches and the development of extraordinary relationships.
• Monitor, mediate, and log all client and CAREGiver activity utilizing the software system.
• Follow up with all client and CAREGiver issues to ensure their problems are resolved.
• Follow up and communicate CAREGiver and client issues to ensure problems are resolved.
• Recognize and capture opportunities to increase service hours in scenarios to enhance and/or increase quality care.
• Conduct and field new client inquiries over the phone in a knowledgeable manner, enter the information into the software system and work with team to communicate and prepare for the Care Consultation.
• Demonstrate open and effective communication with the franchise owner, colleagues, CAREGivers, clients and family members.
• Adhere to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team.
• Perform any and all other functions and responsibilities deemed necessary
• On-Call duties as assigned
• Ability to work after hours as necessary

Education/Experience Requirements:

• Customer Service Experience a MUST
• High school graduation or the equivalent
• Must possess a valid driver’s license
• Proven success working with a team in a fast-paced environment
• Ability to prioritize and multi-task

Secondary Responsibilities:

• Participate as needed in all CAREGiver meetings
• Field new client inquiries over the phone in a knowledgeable manner, enter information into ClearCare

Critical Numbers:

• CAREGiver training conducted in accordance with franchisor and state requirements 100% of the time
• Maintain client schedule in advance for all ongoing clients (not PRN)
• Maintain updated and accurate CAREGiver availability and personnel information.
• Maximize CAREGiver availability each week
• Report with an eye on reducing overtime to acceptable levels
• Maintain at least 50% in CAREGiver Utilization

Knowledge, Skills and Abilities:

• Must understand and uphold the policies and procedures established by DC Care, Inc., (d.b.a. an independently owned and operated Home Instead Senior Care franchise)
• Must demonstrate excellent oral and written communication skills and the ability to listen effectively
• Must be able 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 be able to organize and prioritize daily, monthly, quarterly and yearly work
• Must be able to establish good working relationships with the franchise owner, office colleagues, CAREGivers and the community
• Demonstrate open and effective communication with the franchise owner, colleagues, CAREGivers, clients and family members.
• Must present a professional demeanor and appearance
• Must be able to operate office equipment
• Must be patient and congenial on the telephone 
• Must have computer skills and be proficient in Excel and Word
• Must have the availability to work evenings or weekends as required

• Must be able to perform duties in a professional office setting, multi-task, and the ability to work at a pace consistent with needs
• Must be able to work as a part of a team
• Must demonstrate excellent organizational skills
• Must be comfortable speaking in groups

Each Home Instead franchise is independently owned and operated.