Job Title: Supervisor, Client Services
Department: CompanionsHomemakers
Supervisor: Director, CompanionsHomemakers
Job Objective:
The Supervisor, Client Services – CompanionsHomemakers 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 IntakeService Coordination
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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.
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Conduct initial in-home meetings with clients and families to assess needs, expectations, preferences, and safety considerations.
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Develop, review, and update service plans and task lists in collaboration with clients and families.
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Review and execute service agreements and confirm client understanding of services.
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Coordinate the start of services with scheduling staff, caregivers, clients, and families.
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Serve as a primary point of contact for clients and families regarding service questions, concerns, or changes.
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Maintain regular communication with clients and families to ensure satisfaction and continuity of service delivery.
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Document client communications and service updates in the electronic client record.
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Coordinate payment terms and service updates with billing and administrative staff as needed.
Staff SupervisionTraining
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Coordinate and conduct orientation for newly hired Companions, Homemakers, and Aides.
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Provide supervision, support, and guidance to assigned caregiving staff.
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Evaluate the performance of personnel and provide feedback, coaching, and support.
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Participate in recruitment, interviewing, and selection of caregiving staff.
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Identify training needs and contribute to ongoing staff education and competency development.
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Address caregiver performance concerns and client feedback in collaboration with management.
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Monitor staff documentation and ensure compliance with agency policies and procedures.
Quality AssuranceField Supervision
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Conduct on-site supervisory visits in client homes to observe caregiver performance and ensure services are being delivered according to the established care plan.
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Perform periodic service evaluations with clients to ensure the care plan continues to meet their needs and expectations.
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Observe caregiver interactions and provide coaching and guidance to maintain high standards of service.
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Identify and address service concerns, safety issues, or deviations from the care plan, and implement appropriate follow-up.
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Communicate recommended care plan updates with clients, families, caregivers, and agency staff.
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Document supervisory visits, evaluations, and care plan updates in the electronic client record.
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Ensure caregivers follow the approved task list, service plan, and agency standards during visits.
OperationalAdministrative Responsibilities
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Ensure compliance with agency policies, procedures, and documentation requirements.
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Maintain client confidentiality and adhere to privacy standards.
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Follow established lines of communication and authority.
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Participate in the agency on-call rotation as required.
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Maintain current knowledge of best practices in non-medical home care supervision and client service coordination.
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Participate in agency committees, meetings, and workgroups as requested.
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Perform other duties as assigned.
Performance Expectations
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Conduct initial client home visit and care plan review prior to or shortly after the start of services.
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Complete on-site supervisory visits with caregivers to observe service delivery and ensure adherence to the client care plan.
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Perform periodic service evaluations to confirm that services continue to meet the client's needs and expectations.
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Ensure care plan updates are completed when client needs change or when concerns are identified.
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Provide ongoing coaching and feedback to caregivers following supervisory visits.
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Maintain timely documentation of client visits, supervisory observations, and service plan updates in the electronic record.
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Respond promptly to client concerns, service issues, or caregiver performance matters.
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Participate in agency on-call rotation and assist with urgent service matters as needed.
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Maintain strong communication with the scheduling team, management, clients, and families to support continuity of care.
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Conduct supervisory visits within the first 30–60 days of service initiation when possible.
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Complete annual caregiver performance observation in the client home when applicable.
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Maintain consistent communication with assigned clients and caregivers to ensure service quality.
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Monitor client satisfaction and address concerns promptly.
Additional Requirements
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Demonstrated customer service and communication skills.
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Proficiency with written communication and computer systems.
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Commitment to providing compassionate, client-centered
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Other related duties as assigned.
Physical and Mental Requirements:
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Ability to sit or stand for extended periods.
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Ability to communicate clearly verbally and in writing.
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Ability to hear and respond to telephone communications and routine office sounds.
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Visual acuity to review electronic records and printed documents.
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Ability to concentrate on detailed work despite interruptions and manage multiple assignments simultaneously.
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Ability to travel to client homes for supervisory visits.
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Ability to concentrate on fine details with interruptions.
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Ability to attend to tasks/functions for more than 60 minutes at a time.
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Ability to understand and relate to the reasons behind several related concepts.
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Ability to remember multiple tasks /assignments given to self and others over long periods of time.
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Ability to perform gross body coordination such as walking, stooping, filing, etc.
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Ability to perform tasks which require hand eye coordination such as keyboard skills, writing or picking up paper.
EOE MFDV
