Customer Support Specialist

Company Description

Senior1Care provides dependable and compassionate in-home care services for older adults enabling them to live independently. Offering a comprehensive range of non-medical care, including personal care, companionship, dementia support, and caregiver assistance, Senior1Care is dedicated to improving the quality of life for its clients. Founded as a family-run business, Senior1Care serves Indiana communities with a focus on integrity and compassion. The organization takes pride in helping individuals age with dignity in the comfort of their own homes.

Purpose of the Role:

The Care Support Specialist ensures high-quality care for clients by supporting, mentoring, and training caregivers 

while also helping the administrative team effectively engage the entire field team and clients in the field. This role 

focuses on new hire orientation, ongoing education, meet-and-greet sessions, and implementing and tracking 30-

day success plans while conducting in-home visits for training, quality assurance, and issue resolution. 

Additionally, the role personalizes service delivery by creating meaningful experiences that surprise and delight 

both clients and caregivers, fostering a culture of excellence and deepening their connection to Senior1Care’s 

mission.

Key Accountabilities:

Training & Development

• Conduct new hire orientation and skills training for caregivers.

• Deliver ongoing education through in-person, virtual reality, one-on-one, group sessions, and online 

platforms.

• Train caregivers on condition-specific care, client-specific care plans, and key Senior1Care protocols.

• Implement and reinforce documentation training for caregivers. While documentation is important for all 

clients, emphasize its importance for clients with long-term care policies, waiver cases, and VA cases. 

Caregiver Onboarding to new case & Client Introduction

• Facilitate meet-and-greet sessions between caregivers and clients.

• Ensure caregivers review 30-day success plans before meet-and-greet sessions. 

• Prepare caregivers through virtual or phone pre-meetings before in-person introductions.

• Assist in developing 30-day success plans in collaboration with the Nurse Director.

Client Support & Quality Assurance

• Conduct follow-up evaluations to track progress on 30-day success plans.

• Perform in-person verbal satisfaction reviews (VSR) at the 90-day check-in.

• Address and resolve caregiver or client issues within the scope of the role, and escalate concerns that 

require additional expertise, resources, or authority to the Care Coordination team.

• Conduct in-home visits to monitor care quality, train caregivers, and address issues.

• Gather client feedback and encourage clients to leave reviews to improve service quality and company 

reputation.

Personalized Service Delivery – Surprise & Delight (Clients & Caregivers)

• For Clients:

o Identify opportunities to enhance clients’ quality of life based on their likes, dislikes, family 

connections, spiritual needs, past work life, and community engagement.

o Introduce activities, experiences, and small gestures that create a heartfelt, safe, and invigorating 

quality of life.

o Work with caregivers to implement meaningful and unexpected moments that bring joy to clients.

• For Caregivers:

o Find ways to enhance the caregiver experience by recognizing their contributions in unique and 

meaningful ways.

o Celebrate personal milestones, achievements, and mission moments.

o Provide unexpected positive reinforcement and appreciation to create an engaging and rewarding 

work environment.

o Actively support and reinforce the Senior1Care culture by fostering connection, teamwork, and a 

sense of belonging.

Supporting the Administrative Team, Caregivers & Clients in the Field

• Serve as a liaison between the administrative team, caregivers, and clients to foster effective 

communication.

• Support company-wide initiatives that enhance caregiver involvement, morale, and retention.

• Provide field-based insights to the administrative team to help improve processes and caregiver 

experiences.

• Assist in rolling out company programs, policy updates, and training reinforcement to ensure consistent 

messaging across the caregiving team.

• Maintain a consistent, visible presence with clients and caregivers in the field to uphold care standards, 

provide real-time support, and gather caregiver feedback.

Ongoing Monitoring & Evaluation

• Prioritize bundling visits to maximize efficiency (e.g., completing VSRs and care plan updates 

simultaneously).

• Continuously assess care quality through in-home visits and check-ins.

• Monitor caregiver performance via direct observation, client feedback, and documentation review.

• Provide formal performance input on caregivers to the Care Coordination team for caregiver reviews.

(30,60,90 and annual)

• Evaluate the effectiveness of training programs by tracking caregiver competency, client satisfaction, and 

adherence to client care plan.

Qualifications & Skills:

• Experience in caregiving, healthcare training, or a related field.

• Strong ability to train and mentor caregivers.

• Excellent communication and interpersonal skills.

• Knowledge of elderly conditions, hospice, dementia, Parkinson’s, and other care-related topics.

• Proficiency in documenting and tracking client care plans in eRSP or similar systems.

• Ability to assess and enhance caregiver skills.

• Commitment to client satisfaction and continuous quality improvement.

Work Environment & Schedule:

• Hybrid role with office work and in-home client visits.

• Flexible hours based on training schedules and client needs.

• Regular travel to client homes within the service area.