Home Care Branch Manager
Helping Hearts USA LLC
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Job summary
Helping Hearts USA LLC is seeking a Home Care Operations Manager to lead regional non-medical home care operations. This role blends remote administration with in-person field responsibilities, overseeing scheduling, caregiver performance, client services and care-plan implementation.
The ideal candidate will have strong leadership, organizational and communication skills, experience staffing across multiple clients, and the ability to balance compassion with accountability.
Qualifications
- Experience leading home-care operations or similar healthcare services.
- Proven ability to manage scheduling, staffing and client services.
- Strong communication with clients, families and staff; bias for proactive problem solving.
Responsibilities
- Oversee daily home-care operations and scheduling.
- Direct schedulers, caregivers and administrative staff with clear expectations.
- Monitor coverage, staffing and client needs; ensure appropriate caregiver matching.
- Ensure care plans reflect client needs and are updated in the system.
- Oversee onboarding, background checks and compliance for caregivers.
- Review payroll hours and time data; escalate discrepancies as needed.
- Maintain professional communication with leadership and partners.
- Escalate significant concerns to senior leadership and provide updates.
Skills
Education
Tools
Job description
Company: Helping Hearts USA LLC
Position: Home Care Operations Manager
Job Type: Full-time
Location: Regional
Work Arrangement: Combination of remote administrative work and required in-person field responsibilities
Schedule: Monday through Friday with rotating evening, weekend, holiday and on-call availability as needed
At Helping Hearts USA LLC, compassionate care begins with strong, dependable leadership. Every client, family and caregiver deserves an Operations Manager who listens, follows through, solves problems and keeps the entire care experience connected.
We are seeking an experienced, organized and people-centered Operations Manager to help lead our daily home-care operations. This position is ideal for a confident professional who can balance compassion with accountability, manage multiple priorities and remain calm during urgent situations.
The Operations Manager will oversee scheduling, caregiver performance, client services, care-plan implementation, applicant screening, onboarding, compliance, documentation, payroll-hour review, incident response and other operational responsibilities.
This is a hands‑on leadership position. The selected candidate must be willing to support office operations, work remotely when authorized, visit clients and caregivers in the field and respond to urgent situations when necessary.
The Home Care Operations Manager is responsible for helping ensure that clients receive safe, consistent and dependable non‑medical personal support.
The Operations Manager will provide leadership to schedulers, caregivers, coordinators and other assigned employees while maintaining clear communication with clients, families, senior leadership and approved community partners.
The ideal candidate will be proactive, detail‑oriented and comfortable making decisions within company policy. This person must be able to identify concerns early, delegate responsibilities appropriately and follow through until each matter is resolved or properly escalated.
The Operations Manager will:
Oversee assigned daily home‑care operations.
Provide direction to schedulers, caregivers and administrative employees.
Assign daily, weekly and monthly operational responsibilities.
Monitor task completion and employee follow‑through.
Conduct regular team meetings and individual check‑ins.
Provide coaching, support and performance feedback.
Ensure employees understand company policies and procedures.
Maintain professional communication across the organization.
Escalate significant concerns to senior leadership.
Provide senior leadership with accurate operational updates.
Help develop practical solutions to staffing, client‑service and workflow concerns.
Support organizational growth and new service areas.
Maintain a calm, professional and solution‑focused leadership presence.
The Operations Manager will:
Oversee client and caregiver schedules.
Review open shifts and staffing concerns.
Monitor coverage for new and existing clients.
Ensure caregivers are matched according to experience, availability, location and client needs.
Review caregiver qualifications before assignment.
Help secure urgent coverage when necessary.
Monitor recurring call‑offs and attendance patterns.
Review missed clock‑ins, late arrivals, early departures and potential no‑call, no‑show incidents.
Approve schedule changes within assigned authority.
Monitor overtime and prevent unnecessary or unauthorized overtime.
Ensure scheduling changes are entered into WellSky.
Verify that all affected employees and authorized clients are notified of schedule changes.
Support continuity of care by reducing unnecessary caregiver changes.
Confirm that caregivers do not leave clients before the scheduled end of a shift without authorization or proper relief.
The Operations Manager will:
Coordinate new client starts.
Review client schedules, service needs and caregiver requirements.
Assist with authorized non‑medical client assessments.
Develop, review or update non‑medical care plans within the authorized scope of the position.
Ensure care plans accurately reflect approved client needs and preferences.
Enter or approve care‑plan updates in WellSky.
Ensure assigned caregivers receive current care instructions.
Verify caregiver acknowledgment of important changes.
Remove or replace outdated care instructions.
Review caregiver documentation for consistency with the care plan.
Conduct supervisory visits and client check‑ins.
Monitor client satisfaction and service quality.
Respond to changes in client needs.
Coordinate approved schedule increases or decreases.
Report significant client concerns to senior leadership.
Maintain accurate and organized client records.
Helping Hearts provides non‑medical personal support. The Operations Manager must ensure caregivers remain within their authorized responsibilities and must not direct caregivers to perform nursing or medical tasks outside their permitted scope.
The Operations Manager will:
Build respectful relationships with clients and authorized family members.
Respond to questions, requests and service concerns.
Communicate approved schedule and staffing updates.
Address client complaints promptly and professionally.
Investigate concerns before reaching conclusions.
Document all significant client and family communication.
Explain company procedures clearly and respectfully.
Maintain appropriate professional boundaries.
Protect confidential employee and client information.
Avoid discussing private employee pay or disciplinary information with clients and families.
Help resolve caregiver compatibility concerns.
Coordinate caregiver replacements when necessary.
Escalate serious service concerns to senior leadership.
The Operations Manager will:
Provide clear expectations to caregivers.
Monitor attendance, punctuality and dependability.
Review caregiver documentation and task completion.
Address repeated missed clock‑ins or clock‑outs.
Review reports of sleeping, neglect, unsafe care or unprofessional conduct.
Conduct coaching and corrective‑action meetings.
Document employee counseling and performance concerns.
Develop performance‑improvement expectations when appropriate.
Recommend removal from a client assignment when necessary.
Recommend suspension or termination when warranted.
Recognize strong caregiver performance.
Support caregiver retention through communication, training and appropriate assignment matching.
Ensure caregivers maintain professional boundaries.
Enforce uniform, appearance, confidentiality and documentation requirements.
Confirm that caregivers remain awake and attentive throughout every assigned shift.
Corrective action and termination decisions must be completed according to company policy and applicable employment laws.
The Operations Manager will support or oversee the caregiver and administrative hiring process.
Responsibilities may include:
Reviewing resumes and employment applications.
Conducting applicant pre‑screening.
Interviewing caregiver and administrative applicants.
Evaluating experience, professionalism and availability.
Reviewing applicants for client‑specific skills.
Confirming experience with personal care, dementia support, transfers, bedbound clients and Hoyer lifts when applicable.
Reviewing employment history and professional references.
Coordinating background checks and required screenings.
Confirming required onboarding documentation.
Reviewing applicant eligibility before assignment.
Communicating hiring recommendations to senior leadership.
Coordinating orientation and training.
Ensuring new employees understand scheduling, attendance and documentation expectations.
Monitoring new employees during their introductory period.
Maintaining accurate applicant and hiring records in Apploi or other approved systems.
The Operations Manager must follow approved hiring standards and must not make unauthorized compensation or employment promises.
The Operations Manager may be responsible for:
Coordinating new‑hire orientation.
Reviewing company policies with new employees.
Assigning required training.
Tracking training completion.
...Maintaining organized training and orientation records.
The Operations Manager must be prepared to respond to:
Client falls
...Caregiver misconduct
...Client or family conflicts
When an incident occurs, the Operations Manager will:
Confirm the immediate safety of the client.
...Track the concern until all required follow‑up is completed.
The Operations Manager will:
Review client and employee files for missing information.
...Report potential compliance concerns to senior leadership immediately.
The Operations Manager may assist with:
Reviewing scheduled hours against electronic visit verification records.
...Documenting all approved time corrections.
...Directing employee payroll questions to the appropriate office or finance representative.
The Operations Manager must not promise payroll corrections or compensation changes without proper review and authorization.
The Operations Manager may assist with responsibilities related to the clients and communities Helping Hearts serves.
These responsibilities may include:
Supporting relationships with senior‑living communities.
...Helping ensure new referrals transition smoothly into active services.
This position requires in‑person field availability.
The Operations Manager may be required to:
Visit client homes.
...Provide temporary client support during an emergency when qualified and authorized.
Field responsibilities may occur with limited notice. Reliable transportation is required.
When working remotely, the Operations Manager must:
Maintain a private, professional and distraction‑free workspace.
...-
Maintain a backup plan for internet or power interruptions.
... Immediately report technical problems.
Remote work does not remove the requirement to participate in field visits, meetings, training or urgent in‑person responsibilities.
This is a full‑time leadership position.
The regular schedule will be discussed during the interview process. Because home‑care services operate every day, the Operations Manager must also be prepared for:
Rotating after‑hours availability
...Leadership meetings outside regular hours when necessary
Applicants must clearly disclose any scheduling or travel limitations before accepting the position.
Experience with the following systems is preferred:
WellSky Personal Care
...Team communication platforms
Applicants who have not used a specific system must be able to learn new technology quickly and accurately.
Applicants must:
Be at least 18 years old.
...Complete all required orientation and training.
Preference may be given to applicants with:
Direct non‑medical home‑care management experience
...An associate or bachelor’s degree in healthcare administration, business administration, human resources or a related field
A college degree is preferred but may not be required for an applicant with substantial relevant experience.
Applicants must have:
A valid driver’s license
...The ability to respond to required field visits
The Operations Manager must immediately report any change affecting their driver’s license, insurance, vehicle availability or ability to travel safely.
Applicants must be prepared to:
Complete a comprehensive background check covering up to 15 years, where legally permitted.
...Sign confidentiality, information‑security and remote‑work agreements.
All employment offers are contingent upon satisfactory completion of required screenings, reference checks, employment verification and onboarding requirements.
The Operations Manager must maintain a clean, polished and professional appearance.
Professional attire is required for:
Client and family meetings
...Company events
Solid navy‑blue scrubs may be required for certain client visits, field training or direct‑care support responsibilities.
A successful Helping Hearts Operations Manager:
Protects client safety and service quality.
...Supports the mission and growth of Helping Hearts.
At Helping Hearts USA LLC, Operations Managers have the opportunity to make a meaningful difference for clients, families and caregivers every day.
We offer:
A stable, full‑time leadership opportunity
...Meaningful work serving individuals and communities
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