Service Support Specialist
Homebridge is a non-profit organization that makes independent living possible through exceptional home care solutions. Homebridge is a dynamic work environment with 300+ unionized field workers and 80+ internal office staff. We serve a high risk, and high needs population often underserved in our community. With a $30 million annual budget and operations throughout San Francisco, Homebridge is the largest non-profit employer-trainer of home care workers in California. We partner with over 1,300 clients to provide innovative home care in more than 275,000 home visits annually. We are passionate about creating an impact in the lives of those we serve.
Position Summary
Under the direction of the Lead Care Supervisor, the Service Support Specialist role responds to calls from Homebridge Home Care Providers (HCP) in the field and from Homebridge clients. Typically HCPs call the service support line when they are unable to reach their supervisor and need urgent support - including HCPs who are at a client’s home and ready to start a shift, but are not able to do so, are experiencing trouble in locating the client’s home, or are experiencing other such difficulties. Clients also call with urgent issues when they are unable to reach their Care Supervisors. This position determines the reason for the HCP’s call (including HCP's inability to provide services), advises the HCP on actions to take, and documents the reasons and conversations in the client database, Procura. The Service Support role also performs administrative duties such as data entry, monitoring reports, systems implementation, collaborating with Care Supervisors and other tasks for the department and staff in compliance with Homebridge’s contract provisions, policies and procedures, and within the scope of the agency’s resources and mission.
Essential Job Functions
Phone Support Duties
- Places the safety and well-being of HCPs and clients as top priority
- Reports clients who are unsafe or at-risk for abuse or neglect to Lead Care Supervisor or Adult Protective Services
- Ensures calls from HCPs, clients, and representatives of clients are answered and responded to in real-time, seeking to resolve the issue to the extent possible during the phone call
- Documents all interactions with HCPs and clients in Dated Notes in Procura
- Performs temporary adjustments to scheduled visits and planner within Procura due to client vacation, illness, hospitalizations, lockouts, reassignments, or any other one-time visits or cancellations.
- When scheduling visits, ensuring that HCPs with the proper training are scheduled for clients that require paramedical services or complex care; informs Care Supervisor and Specialized & Paramedical Team when training needs are identified
- Notifies client’s Care Supervisor of requests for any changes to the client’s regular schedule
- Complies with established Lockout Reassignment Policy for clients who are not home, refusing service, or requesting for an HCP to end the visit early
- Responds immediately on calls from HCPs who are informing Homebridge they are not able to provide service to the client
- Receives and follows up on client complaints, completes dated note to inform Care Supervisors
- Makes outbound calls as needed to inform HCPs and clients of adjustments to scheduled visits or any other crucial information
- Troubleshoots obstacles to providing effective home care, such as lack of supplies or other parties within the client’s home
- Effectively and compassionately de-escalates HCPs and clients experiencing crisis by employing principles of Motivational Care Management and PHI Coach Approach
Administrative Duties
- Inputs data into Procura, other proprietary databases, and consumer management systems; files hard copies of documents as required.
- 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
- Utilize a browser-based portal (Reportal) to comply with Lock Out Reassignment Policy
- Exports data into Excel spreadsheets, sorting data as indicated as requested
- Provides back-up support to the Program Assistants
- Other duties as assigned
Knowledge, Skills, and Abilities
- Must have weekend availability
- Is committed to the agency’s mission to deliver high-quality home care services to aging adults, adults with disabilities, and those experiencing barriers to receiving care elsewhere.
- Computer proficiency using word processing and database programs required
- Requires initiative, the ability to think independently as well as work in a team, and excellent interpersonal skills, including de-escalation
- Must be a self-starter, able to work under pressure, prioritize, problem-solve, and meet deadlines
- Must be creative, flexible, and well organized, with good planning abilities
- Ability to read, analyze, and interpret memoranda, general business correspondence, and reports
- Ability to clearly and effectively present oral and written information and to respond to questions from a variety of individuals, including but not limited to: other department employees, managers, Home Care Providers, clients, and the general public
- Ability to perform basic calculations, including figures and amounts such as proportions and percentages
- Ability to critically analyze, address, and solve complex problems
- Ability to interpret a variety of instructions furnished in written, oral, diagrammatic, or schedule form
Education and Experience
- Two to three years of experience working in an environment handling complicated logistical matters related to service delivery and customer service.
- Dispatch or high-volume phone support experience is strongly preferred
- Extensive computer and phone experience required.
- Associates degree preferred.
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 individuals 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 for extended periods of time at a desk or computer workstation. The employee is frequently required to stand, walk, sit, 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 25 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. All employees of Homebridge must be fully vaccinated against COVID-19 before their first day of work. This means having received 2 Pfizer or Moderna vaccines or 1 Johnson & Johnson vaccines and boosters once eligible.
Per California state mandate, starting 12/01/2021 employees who work for IHSS (including Homebridge) must be fully vaccinated before their first day of training. This means having received 2 Pfizer or Moderna vaccines or 1 Johnson & Johnson vaccine. If you are not vaccinated but willing to get vaccinated, you can still pursue the hiring process. You can review the full policy on our website: https://www.homebridgeca.org/vaccine-req-eng
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Homebridge is an equal opportunity, affirmative action employer committed to maintaining a non-discriminatory, diverse work environment.
Current Homebridge employees: If you would like help with the application process you can reach out to our Workforce Development team:
