Home Care Provider Supervisor
The Home Care Provider Supervisors (HCPS) are responsible for the quality and quantity of work performed by Homebridge’s Home Care Providers (HCPs) to the frail elderly and people with disabilities that require homecare services to continue to live independently in the community. This position works collaboratively with Client Service Coordinators (CSC) and Service Delivery Schedulers (SDS), ensuring HCPs’ understanding and implementation of clients’ Care Plans, as well as each staff person’s role in delivering quality services to Homebridge clients. The HCPS ensures that services delivered to clients are of high quality and in compliance with Homebridge’s contract provisions, policies and procedures, and are within the scope of the agency’s resources and mission.
Essential Job Functions
Supervision and Performance Oversight
- Participates on a team that screens, interviews and recommends HCPs for hire
- Provides supervision to up to 60 HCPs
- Conducts routing monitoring visits with HCPs in clients’ homes
- Trains, counsels & coaches HCPs
- Assesses HCP performance; documents areas needing improvement; conducts progressive discipline when necessary; documents performance actions appropriately
- Shadows HCP on the first day of work; checks in by phone with new HCPs on a regular (or as-needed) basis, providing guidance and other supports
- Identifies HCPs in need of further training and enrolls in Homebridge Trainings as deemed necessary.
- Responds to calls from HCPs regarding service delivery; makes outgoing calls to HCPs in a timely fashion
- Handles initial reports of on the job injury or human resource concerns, forwarding to the appropriate parties
- Reviews HCPs requests for time off, leaves of absence, and/or change of availability for accuracy and completion; forwards requests to Service Delivery Manager – Support and Retention for approval or denial; communicates decision to HCPs
- Monitors HCPs weekly schedules, ensuring that schedules created maximize time working; reports observations, errors and omissions to Service Delivery Schedulers, as needed
- Completes probationary and annual performance evaluations in a timely fashion
- Investigates allegations of fraud and poor performance by gathering information in the office and in the field; meets with HCP and invited Union Representative if needed
- Investigations for allegations of theft/damage to property in collaboration with the Client Services Coordinators; interviews Home Care Providers and gathers records needed to determine feasibility of allegations
- Ensures that HCPs are given and have full understanding of each client’s Care Plan as prepared by the Service Delivery Schedulers
- Introduces HCPs to clients (in collaboration with the CSC); reviews Care Plans with the HCP
- In collaboration with clients’ CSC's, gathers information about service complaints; works with HCPs to resolve complaints
- Ensures that HCPs immediately report issues of client safety and changes in client health conditions for follow up by the CSC
- Occasionally assist clients with basic needs in HCP’s absence or when needed at home visit
Team Member Duties
- Maintains clear and appropriate communications with CSC's, clients, Service Delivery Schedulers and HCPs to assure good working relationships
- Attends Homebridge Trainings in order to learn the specifics of the HCP position
- Writes clear Dated Notes in database contemporaneously with the event described
- Follows-through on outstanding issues and documents outcomes
- Follows correct distribution for Dated Notes to ensure full notifications
- Complies with Welfare & Institutions Code (W&I) section 15630(a) California law (mandated reporter) requiring Homebridge employees to report known or suspected abuse of dependent adults or elders, immediately by telephone or as soon as practically possible, and by written report with two (2) working days (W&I) section 15630(b)
Performance and Accountability Expectations
- Completes probationary and annual evaluations for HCPs on time
- Meets face to face with HCPs at least once per month
- Accompanies all new HCPs to initial client assignments
- Documents all activities in Procura in real time; files notes in real time
- Takes action in relation to progressive discipline as described in the agency’s internal policy documents
- Ensures 90% of scheduled hours are served
Knowledge, Skills, and Abilities
- Is committed to the agency’s mission to delivery of high-quality services
- Proven ability to successfully supervise and hold accountable supervisees
- Proven ability to meet performance expectations and deadlines
- Proven ability to articulate expectations and define anticipated results
- Skilled at coaching and supporting a workforce as well as taking corrective actions as needed.
- Very strong communication skills, orally and in writing
- Ability to speak clearly and give instructions and directions by telephone
- Highly proficient in using Microsoft Office Suite and a quick learner of proprietary software
- Able to manage time effectively, work under pressure, prioritize, problem-solve and meet deadlines
- Fosters collaboration with all departments and maintains open communication channels
- Is dependable and positive
- Ability to create and analyze reports
- Ability to work collaboratively, as part of a team, and independently
- Highly personable, open, flexible and able to deal with interruptions
- Skilled at working in a fast-paced, client driven environment
- Car, driver’s license, clean DMV record and insurance required
Education and Experience
College graduate, 1-2 years’ experience working with the elderly and disabled communities, customer service and/or staff supervision. In lieu of college degree, 2-3 years customer service and/or supervisor experience is required. Bilingualism may be required.
This position is primarily in the field, overseeing the work of HCPs in clients’ homes. Tasks are also performed in the Homebridge office, at a desk, in a temperature-controlled space, in modular office space or an individual office. The noise level in the work environment is usually moderate. Frequent Travel: Must be able to travel on foot, via public transportation or personal vehicle to all parts of San Mateo County for performance of job duties. May occasionally be exposed to outside weather conditions while traveling to clients’ homes. Some exposure to physical risk. Exposure to client apartments, rooms, homes and other venues so that services can be provided. May include contact with clients with mental health and/or personal hygiene issues.
The physical demands described here are representative of those that must be met by employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individual with disabilities to perform the essential functions. While performing the duties of the job, the employee is regularly required to talk or hear. The employee is frequently required to sit at a desk or computer workstation. The employee is frequently required to stand, walk, sit, use hands to finger, handle, or feel, reach with hands and arms. The employee is occasionally required to climb or balance and stoop, kneel, or crouch. The employee may occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.
How to apply
Please send cover letter and resume to email@example.com with “Home Care Provider Supervisor” as the subject OR fax both to 415-659-5358.
Homebridge is an equal opportunity, affirmative action employer committed to maintaining a non-discriminatory, diverse work environment.