Service Delivery Supervisor

Position Summary

The Service Delivery Supervisor (SDS) is responsible for the quality and quantity of work performed by Homebridge’s Home Care Providers (HCPs) to the seniors and people with disabilities that require homecare services to continue to live independently in the community.  This position oversees the Support Retention Coordinator (SRC) and works collaboratively with Client Service Coordinator (CSC), 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 SDS 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. The SDS oversees client service schedules to ensure uninterrupted delivery of home care services. The HCPS carefully matches appropriate HCPs to clients based on schedule developed by CSC, ensuring clients receive a maximum number of service hours and HCPs have consistent work hours.

Essential Job Functions

Supervision and Performance Oversight

  • Participates on the screening, interviewing and recommendations of HCPs qualifications for hire; oversees the SRC with providing the initial and as needed trainings of HCPs in introductory period
  • Provides direct supervision, training/coaching (includes specialized training), counseling and motivation to HCPs
  • Meets with HCPs in clients’ homes to provide support and training to the HCPs; works with SRC to assess and recommend additional training for HCPs
  • Assesses HCPs performance; documents areas needing improvement; conducts progressive discipline when necessary; documents performance actions appropriately
  • Ensures that HCPs are well-trained and able to perform the duties assigned to them. 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
  • Accepts HCPs requests for time off and leaves of absence; Reviews requests with DHS-SM and determines approval or denial; communicates decision to HCPs
  • Monitors HCPs daily schedules, ensuring that schedules created maximize time working; works with CSC to remedy issues
  • Conducts introductory and annual evaluation of HCPs for review of job competency and goals
  • 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

Client Assignments

  • Alongside the CSC, ensures that HCPs are given and have full understanding of each client’s Care Plan; ensures understanding of client’s Care Plan with HCP and assists with communication of Care Plan changes to ensure client’s understanding
  • In collaboration with clients’ CSC's, gathers information about service complaints; works with HCPs to resolve complaints
  • Ensures scheduled HCPs are appropriately trained for each client situation; brings training and performance issues to the assigned CSC's attention
  • Ensures that HCPs follow requirement of being mandated reporters of any safety, abuse or neglect issues of clients; oversees that HCPs communicate such issues to CSCs
  • Occasionally assist clients with basic needs in HCP for clients with the objective of absence or when needed at home visit
  • Works with CSCs and SRC (Care Team) to assign HCPs that can best meet the home care needs and schedules of the client based on client’s Care Plan; works with Care Team to help ensure the maximum number of client’s hours is serviced with emphasizing continuity of care per the least number of HCPs assigned to client
  • Dispatches HCPs to clients’ homes in a timely fashion; makes necessary changes to HCP schedules per approval from CSC except when safety concerns and/or urgent needs putting the client at risk are reported
  • Ensures high risk clients are served as soon as possible and Informs clients of one-time and emergency schedule changes and rescheduled visits
  • Should the client require paramedical services or complex care, ensures HCPs scheduled have been trained.
  • Keeps DHCS-SM of potential scheduling issues and consults as needed; discusses scheduling issues related to HCP attendance and other issues with Care Team for collaboration on resolution

Tracking and Monitoring

  • Inputs data into Procura regarding, but not limited to, HCP attendance, tardiness, and complaints from clients and potential fraud, and prepares reports as requested
  • Monitors No Call/No Show reports a routinely throughout the business day; calls scheduled HCP immediately if No Show; calls client immediately; reassigns HCP as requested by client
  • Completes HCP timekeeping semi-monthly, integrating paper timesheets with electronic entries involving complex calculations for regular pay, overtime, travel, emergency, and holiday pay; ensures accuracy of entries
  • Monitors HCPs’ schedules during timekeeping to ensure appropriate documentation of worked hours, travel time and presence of lunch break; follow up with HCPs. Communicates problems with DHCS as needed
  • Monitors and reports to DSHS-SM - overtime and under-utilization of HCP time
  • Performs Visit Maintenance frequently to ensure accurate timekeeping records are in place. Monitors lockout phone duties to support Homebridge services including emergency scheduling and handling client emergencies

Team Member Duties

  • Maintains clear and appropriate communications with all members of the Care Team and clients to assure good working relationships
  • Participates in all required staff and Care Team meetings

Other

  • 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 IHSS Consortium employees to report known or suspected abuse of dependent adults or elder, immediately by telephone or as soon as practically possible, and by written report with two (2) working days (W&I) section 15630(b)

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 supervisers
  • 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
  • Pass all background checks

Education and Experience 

 College graduate, 1-2 years’ experience working with the senior 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.

Work Environment

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. 

Physical Demands

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, and 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 jobs@homebridgeca.org with “Service Delivery 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.