Job Title: Supervisor, Client Services

Department: Companions & Homemakers

Supervisor: Director, Companions & Homemakers

Job Objective:

The Supervisor, Client Services – Companions & Homemakers is responsible for coordinating and overseeing the delivery of high-quality non-medical home care services. This role manages client intake and service planning while providing supervision, training, and support to Companions, Homemakers, and Aides. The position serves as a key liaison between clients, families, caregivers, and agency staff to ensure services are delivered safely, effectively, and in accordance with agency policies, service plans, and client needs.

Minimum Qualifications:

Education: College degree preferred or equivalent relevant experience.

Experience: Experience in a home care agency, healthcare organization, senior services program, or related field. Demonstrated excellent and customer and client service experience required. Prior supervisory, care coordination experience preferred.

Licensure: Licensed Practical Nurse (LPN) or other relevant healthcare credentials desirable. Valid driver's license and reliable transportation required.

Essential Job Functions:

Client Intake & Service Coordination

• Conduct initial intake of client requests for services as needed.
• Participate in determining acceptance of clients based on requested service hours, location, client needs, and staffing availability.
• Conduct initial in-home meetings with clients and families to assess needs, expectations, preferences, and safety considerations.
• Develop, review, and update service plans and task lists in collaboration with clients and families.
• Review and execute service agreements and confirm client understanding of services.
• Coordinate the start of services with scheduling staff, caregivers, clients, and families.
• Serve as a primary point of contact for clients and families regarding service questions, concerns, or changes.
• Maintain regular communication with clients and families to ensure satisfaction and continuity of service delivery.
• Document client communications and service updates in the electronic client record.
• Coordinate payment terms and service updates with billing and administrative staff as needed.

Staff Supervision & Training

• Coordinate and conduct orientation for newly hired Companions, Homemakers, and Aides.
• Provide supervision, support, and guidance to assigned caregiving staff.
• Evaluate the performance of personnel and provide feedback, coaching, and support.
• Participate in recruitment, interviewing, and selection of caregiving staff.
• Identify training needs and contribute to ongoing staff education and competency development.
• Address caregiver performance concerns and client feedback in collaboration with management.
• Monitor staff documentation and ensure compliance with agency policies and procedures.

Quality Assurance & Field Supervision

• Conduct on-site supervisory visits in client homes to observe caregiver performance and ensure services are being delivered according to the established care plan.
• Perform periodic service evaluations with clients to ensure the care plan continues to meet their needs and expectations.
• Observe caregiver interactions and provide coaching and guidance to maintain high standards of service.
• Identify and address service concerns, safety issues, or deviations from the care plan, and implement appropriate follow-up.
• Communicate recommended care plan updates with clients, families, caregivers, and agency staff.
• Document supervisory visits, evaluations, and care plan updates in the electronic client record.
• Ensure caregivers follow the approved task list, service plan, and agency standards during visits.

Operational & Administrative Responsibilities

• Ensure compliance with agency policies, procedures, and documentation requirements.
• Maintain client confidentiality and adhere to privacy standards.
• Follow established lines of communication and authority.
• Participate in the agency on-call rotation as required.
• Maintain current knowledge of best practices in non-medical home care supervision and client service coordination.
• Participate in agency committees, meetings, and workgroups as requested.
• Perform other duties as assigned.

Performance Expectations

• Conduct initial client home visit and care plan review prior to or shortly after the start of services.
• Complete on-site supervisory visits with caregivers to observe service delivery and ensure adherence to the client care plan.
• Perform periodic service evaluations to confirm that services continue to meet the client's needs and expectations.
• Ensure care plan updates are completed when client needs change or when concerns are identified.
• Provide ongoing coaching and feedback to caregivers following supervisory visits.
• Maintain timely documentation of client visits, supervisory observations, and service plan updates in the electronic record.
• Respond promptly to client concerns, service issues, or caregiver performance matters.
• Participate in agency on-call rotation and assist with urgent service matters as needed.
• Maintain strong communication with the scheduling team, management, clients, and families to support continuity of care.
• Conduct supervisory visits within the first 30–60 days of service initiation when possible.
• Complete annual caregiver performance observation in the client home when applicable.
• Maintain consistent communication with assigned clients and caregivers to ensure service quality.
• Monitor client satisfaction and address concerns promptly.

Additional Requirements

• Demonstrated customer service and communication skills.
• Proficiency with written communication and computer systems.
• Commitment to providing compassionate, client-centered
• Other related duties as assigned.

Physical and Mental Requirements:

1. Ability to sit or stand for extended periods.
2. Ability to communicate clearly verbally and in writing.
3. Ability to hear and respond to telephone communications and routine office sounds.
4. Visual acuity to review electronic records and printed documents.
5. Ability to concentrate on detailed work despite interruptions and manage multiple assignments simultaneously.
6. Ability to travel to client homes for supervisory visits.
7. Ability to concentrate on fine details with interruptions.
8. Ability to attend to tasks/functions for more than 60 minutes at a time.
9. Ability to understand and relate to the reasons behind several related concepts.
10. Ability to remember multiple tasks /assignments given to self and others over long periods of time.
11. Ability to perform gross body coordination such as walking, stooping, filing, etc.
12. Ability to perform tasks which require hand eye coordination such as keyboard skills, writing or picking up paper.

EOE MFDV