What are the responsibilities and job description for the Operations Manager position at Home Instead?
Operations Manager Job Description
Parke Family Senior Care, Inc. d/b/a Home Instead
Objective:
The Operations Manager will oversee activities Including client management, caregiver hiring, onboarding and development and care coordination. The Operations Manager is responsible for ensuring we have the right CAREGiverSM with the right client, with the right skills at the right time. This objective will be achieved by demonstrating strong leadership to assure the highest quality service to clients with emphasis on creating extraordinary relationships.
Primary Responsibilities:
- Reflect the values of Home Instead franchise.
- Use strategic leadership philosophies found In Gino Wickman's "TRACTION; Get A Grip On Your Business"
- Lead the organization's role of being the Integrator of operations day to day activities.
- Coordinate effective leadership to assure office staff overseeing, hiring, training, development, client onboarding and satisfaction as well as assuring successful matching of CAREGiverSM with clients.
- Lead a team of approximately 5 staff level operations key players.
- Provide career development for operations team members.
- Assure effective 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.
- Assure proper follow-up with both clients and CAREGivers to ensure their problems are resolved effectively.
- Increase client loyalty to Home Instead by utilizing the consultative sales process to better meet our current client needs.
- Design, test and implement a responsive contingency plan that ensures 100% maintenance of Service Hours.
- Recognize and capture opportunities to increase service hours to enhance and/or increase quality care.
- Assure new client inquiries and employee Inquiries are handled in a knowledgeable manner.
- Assure Care Consultations are Informative, and effective.
- Assure CAREGiver Interviews are effective at selecting Individuals who will be successful in delivering the values of Home Instead.
- 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.
Secondary Responsibilities:
- Participate as needed in all CAREGiver meetings.
- Conduct Service Inquires and Care Consultations following the consultative sales process.
- Perform any and all other functions and responsibilities deemed necessary.
- Maintain regular attendance at the office to execute job responsibilities.
Education/Experience Requirements:
- High school graduation or the equivalent
- Experience in the homecare Industry
- One year of related business experience or an equivalent combination of education and work experience may be considered
- Effective leadership experience
- Experience or understanding Gino Wickman's "TRACTION; Get A Grip On Your Business" will be helpful, but can be learned on the job
- Must possess a valid driver’s license
Supervisory Responsibilities:
- Direct leadership of:
- CAREGiver coordinator effectiveness
- Client coordinator effectiveness
- Training coordinator effectiveness
- Scheduling experience effectiveness
Knowledge, Skills and Abilities:
- Must have an understanding of and uphold the policies and procedures established Home Instead.
- Must demonstrate excellent oral and written communication skills and the ability to listen effectively
- Must have the ability 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 company standards, practices, policies and procedures
- Must have the ability to organize and prioritize daily, quarterly, monthly and yearly work
- Must have the ability to establish good working relationships with the franchise owner, office colleagues, clients and CAREGivers
- Must have the ability to sit at a desk and listen effectively for long periods of time on the telephone
- Must present a professional appearance and demeanor
- Must have the ability to operate office equipment
- Must be patient and congenial on the telephone
- Must have computer skills and be proficient in Word and Excel
- Must have the availability to work evenings and weekends as required
- Must have the ability to perform duties in a professional office setting
- Must demonstrate knowledge of the senior care industry
Physical Job Requirements:
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Physical Activity Requirements |
Occasional |
Frequent |
Continuous |
Not Applicable |
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Sitting |
|
X |
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Standing |
X |
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Walking |
X |
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Climbing |
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|
X |
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Lifting (Floor to Waist Level) |
20 lbs. |
0 lbs. |
0 lbs. |
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Carrying Objects |
X |
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Push/Pull |
10 lbs. |
0 lbs. |
0 lbs. |
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Twisting |
X |
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Bending |
X |
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Reaching Forward |
X |
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Reaching Overhead |
X |
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Squat/Kneel/Crawl |
X |
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Pinching/Fine Motor Activities |
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X |
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Keyboard use/Repetitive Motion |
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X |
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Lifting (Waist to Shoulder Level) |
20 lbs. |
0 lbs. |
0 lbs. |
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Talk |
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|
X |
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Driving/Travel |
X |
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Lifting (Shoulder Level & Above) |
10 lbs. |
0 lbs. |
0 lbs. |
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Sensory Requirements |
Accurate 20/40 |
Very Accurate 20/20 |
Not Applicable |
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Near Vision |
X |
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Far Vision |
X |
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Yes |
No |
Not Applicable |
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Color Discrimination |
X |
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Minimal |
Moderate |
Accurate |
Not Applicable |
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Depth perception |
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X |
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Hearing |
|
X |
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Environmental Requirements/Occupational Exposure Risk Potential |
Reasonably Anticipated |
Not Anticipated |
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Bloodborne/other biologic pathogens |
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X |
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Chemical |
|
X |
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Airborne/aerosolized diseases |
|
X |
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Onsite workspace |
X |
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Extreme Temperatures |
|
X |
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Radioactive materials |
|
X |
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Uneven Surfaces or elevations |
|
X |
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Extreme Noise Levels |
|
X |
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Dust/particulate matter |
X |
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Essential Home Instead
Competencies
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Characteristics-All Roles |
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Delivering Results |
Maintaining a high level of commitment to personally getting things done. People who are competent at delivering results assume personal responsibility for achieving outcomes and work effectively with little direction. They are dependable and responsible. |
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Customer Service |
Recognizing and understanding customers’ needs and delivering in a manner that exceeds customers’ expectations. People who are competent at customer service have a desire to please customers and can recognize customers’ needs. They consistently do more than is required of them to ensure that the customer is satisfied. |
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Influencing & Persuading |
Convincing others to adopt a course of action. People who display this competency influence others without being excessively aggressive or pushy. They understand their audience and modify their method of persuasion accordingly. They are confident and do not give up easily. |
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Teamwork & Collaboration |
Effectively working and collaborating with others toward a common goal. People who are competent at teamwork build and maintain cooperative work relationships with others. They complete their own tasks for group projects in a timely and responsible manner and directly contribute to reaching the group goal. |
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Interpersonal Communication |
Communicating clearly and effectively with people inside and outside of the organization. People who are competent at interpersonal communication listen effectively and develop rapport with others. They are able to articulate their thoughts and ideas clearly, they present information in a straightforward and logical way, and they ensure that they are understood. They share information with others that will improve overall work progress. |
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Living Home Instead |
Building trust, taking the lead and sharing your heart. |
Home Instead®
Service Coordinator Competencies
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Service Coordinator |
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Adapting to Change |
Adapting to changing situations and restructuring tasks and priorities as changes occur within the business and organization. People who are competent at adapting to change are flexible in changing circumstances. They are open to change and different ways of doing things, and do not over-rely on old methods and processes. |
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Planning & Organizing |
Effectively organizing and planning work according to organizational needs by defining objectives and anticipating needs and priorities. People who are competent at planning and organizing efficiently manage their time and the time of others and effectively handle multiple demands and competing deadlines. They identify goals, develop plans, estimate time frames and monitor progress. |
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Resilience |
Effectively dealing with work related problems, pressure, and stress in a professional and positive manner. People who exhibit resilience maintain a positive attitude even when faced with frustration, pressure or change. They recover quickly when faced with obstacles or setbacks. |
Your employer is Parke Family Senior Care, Inc. (d.b.a. an independently owned and operated Home Instead franchise). Your employer is not Home Instead, Inc. This job description does not create an employment contract, nor imply it. Employment with your employer remains at will.
