Client Care Specialist / Norfolk County Territory - Entry Level

About the role

Touching Hearts at Home of Southwest Boston is seeking a Client Care Specialist supporting our Norfolk County clients and care team. This person will have a customer service focus to help us continue to ensure that we provide quality home care for seniors in need. We are looking for a senior care professional who has case management, social work or clinical liaison experience in either a senior care community setting or with a home-based / community resource. We are looking for an individual who will thrive in a small, growing, “all hands-on deck” organization. The person best fitting our organization is one who will embrace our 5 Core Values: Compassion; Communication; Consideration; Connection, and Commitment.

The Client Care Specialist plays a pivotal role in ensuring the highest quality of care for clients and providing training, support, and oversight for caregivers within a home care agency. This position focuses on supervising client care, enhancing caregiver performance, and maintaining operational excellence specifically within Norfolk County. Driving in that service area to visit clients out in the field is a routine part of this role.

Responsibilities

• Client Care Coordination: Ensure all client care plans are implemented effectively and reviewed regularly for any necessary adjustments.
• Perform periodic home visits to monitor service delivery and client satisfaction.
• Support in the coordination of caregiver schedules and ensure proper staffing for all client needs.
• Caregiver Support: Oversee the daily activities of caregivers, ensuring adherence to the agency’s standards and protocols.
• Conduct field visits to observe caregiver performance and provide in-the-moment coaching, training and support.
• Caregiver Training and Development: Conduct orientation and ongoing training programs for caregivers, including skills development, safety protocols, and best practices in client care.
• Keep caregivers updated on agency policies, industry standards, and regulatory requirements in conjunction with agency ownership.
• Collaboration and Communication: Work closely with office staff to ensure seamless communication between caregivers, clients, and other involved parties.
• Participate in team meetings to discuss client updates, staffing needs, and overall operational improvements.
• Act as a liaison and advocate between care team and administrative team to address workplace concerns or suggestions.
• Jump and Run Caregiver: Act as jump and run caregiver in the event of a last-minute call off for a client who needs support. This is a critical, yet unpredictable piece of the role.

Requirements

• Proven experience in a caregiving or supervisory role within a home care or healthcare setting.