When I had my home care agency I ran the business as two separate companies. One was a recruitment company and the other was a care company. I had a saying, ‘If we are not recruiting we are dying’. What I meant was, if we don't constantly recruit staff we can't Scale & Grow the business therefore we will go backwards.
The care staff are the blood of a care business, without great staff we can not take on clients and change people's lives. The mistake I see a lot of providers make is to try and grow quickly without a proven system for recruiting. They put to much pressure on current staff to cover shifts, hoping more workers will show up and take some of the strain.
By splitting my company in half, I had a system for taking on clients and a system for recruiting workers. Both worked in conjunction and worked well. My main source of recruiting was ‘Indeed’ we used CV Library as well but always found Indeed to give better results. We took time to create a Profile that looked good and showcased our company well.
We thought about our job descriptions and we advertised our hourly rates. Nothing was hidden which was to our advantage. We knew if applicants had read the description, answered the questions we set and applied, they were interested. Of course we had a few waste of times, we rejected a lot but generally the workers we attracted were right for us.
They knew our vision for the company and the culture they were coming into. By being upfront about who we were attracted who we wanted. We had set questions for an interview and only took on people who gave acceptable answers. We looked for caring people, Tidy and punctual people. The sort of person we would be happy caring for our own mothers.
Because we were fussy, we lost lot of potential applicants. However our retention rates were superb. I had one care worker stay with me for 12 years. Many were way over 5 years. We built a loyal and trusted team. We made mistakes but either moved people on quickly or worked harder to train and motivate.
and we did all of this whilst still growing the weekly hours. It was easy to manage as the systems were separate. It wasn't what comes first - the clients or care workers. We did everything at the same time.
So how did we do when we recruited and didn't have work or took clients on and didn't have enough workers?
We managed people's expectations really well. We always knew who was coming through and when. As we knew the data our communication levels were excellent. Everyone knew what was happening and we kept people updated. Sometimes things didn't go well but we were always honest. When you build credit with people they will forgive. It only becomes a problem if you have never tried to build credit or you keep letter people down.
Keep your communication levels high and the credit rises. Stop speaking to people and hide behind your problems and the credit goes.
Communication is key when it comes to managing expectations for both care workers and clients. Here are three tips to keep everyone informed and satisfied with your home care company:
1. Be transparent about scheduling: Ensure that care workers and clients are aware of their schedules well in advance. This includes the specific days, times, and tasks involved in each shift. By providing clear and accurate scheduling information, you can help care workers plan their availability and allow clients to prepare for their care arrangements.
2. Set clear expectations during onboarding: Take the time to thoroughly explain the company's policies, procedures, and expectations during the onboarding process. This includes information on pay rates, time-off policies, and the code of conduct. Additionally, discuss the client's specific needs, preferences, and boundaries to ensure a smooth and successful caregiving relationship.
3. Regularly check in with care workers and clients: Maintain open lines of communication by regularly checking in with care workers and clients. This can be done through phone calls, emails, or in-person meetings. Discuss any concerns, feedback, or suggestions, and address any issues promptly. By keeping the channels of communication open, you can build trust, foster strong relationships, and proactively manage expectations.
By implementing these tips, home care companies can create a positive and transparent environment that sets the stage for successful caregiving relationships. Remember, managing expectations is an ongoing process that requires consistent effort and clear communication.