Director of Staffing and Client Services

Visiting Angels of VA•Fredericksburg, VA

2d•Onsite

About The Position

Make an Impact. Lead with Purpose. Keep Care Moving. At Visiting Angels, we help seniors age gracefully and safely in the comfort of home. As one of the most recognized and trusted names in home care, our mission is simple: provide compassionate, dependable care that improves lives. We are seeking an exceptional Director of Staffing and Client Services to serve as the operational heartbeat of our agency. This is not a traditional desk job—it’s the command center of our care operations. Think air traffic control meets relationship management meets problem-solving leadership. If you thrive in fast-paced environments, excel at juggling competing priorities, love solving staffing puzzles, and genuinely care about people, this could be the perfect fit. About the Role The Director of Staffing and Client Services plays a critical leadership role in ensuring our clients receive uninterrupted, high-quality care by strategically matching caregivers with client needs. This position requires a unique combination of: Operational excellence Strong relationship management Quick decision-making Emotional intelligence Calm under pressure Exceptional organization You’ll be responsible for balancing caregiver availability, client preferences, care requirements, emergencies, schedule changes, and long-term staffing strategies—all while maintaining an outstanding client and caregiver experience. This role also serves as a mentor and support system for caregivers, helping them succeed both professionally and within their assigned cases. This is a high-energy role for someone who thrives on momentum, ownership, and making a real difference every single day.

Requirements

Associate degree or equivalent professional experience
2+ years of experience in scheduling, staffing coordination, office operations, or healthcare administration
Strong proficiency in Google Workspace
Strong proficiency in Microsoft Office (Excel, Outlook, Word)
Strong proficiency in scheduling or workforce management software
Strong proficiency in database/CRM systems

Nice To Haves

Experience in home care, healthcare staffing, senior care, or related service industries strongly preferred
Highly organized and detail-oriented
Calm under pressure and quick to adapt
Skilled at managing multiple moving parts simultaneously
A natural relationship builder
Diplomatic, professional, and solution-focused
Comfortable making decisions independently
Resilient, dependable, and accountable
Service-minded with a genuine passion for helping others
Able to maintain professionalism while balancing urgency and compassion
A sense of humor

Responsibilities

Coordinate and manage caregiver schedules for new client starts, open shifts, ongoing care schedules, and last-minute callouts and urgent coverage needs.
Strategically match caregivers to clients based on skills and certifications, personality fit, availability, geographic proximity, client preferences, and continuity of care goals.
Maintain schedule consistency to support stronger client-caregiver relationships.
Proactively identify staffing gaps and implement solutions before service interruptions occur.
Escalate unresolved staffing concerns to leadership after exhausting staffing efforts.
Serve as a key point of contact for caregivers and clients regarding schedule changes, coverage needs, and service concerns.
Build strong, professional relationships with clients, families, and caregivers.
Support caregiver engagement through encouragement, coaching, and issue resolution.
Reinforce company policies, expectations, and performance standards.
Communicate professionally, clearly, and compassionately in both routine and high-pressure situations.
Maintain accurate client and caregiver records in agency software systems.
Ensure real-time schedule updates and accurate documentation.
Review telephony/timekeeping logs daily and make necessary corrections to support accurate payroll and billing.
Track staffing supply/demand trends and provide timely reporting to leadership.
Support audits, reporting, and operational process improvements.
Perform general administrative and office support duties as needed.
Participate in caregiver onboarding, performance reviews, 90-day evaluations, and performance improvement plans.
Help foster accountability, professionalism, and engagement within the caregiver team.
Serve as a dependable leadership presence for both office staff and field caregivers.
Maintain strict confidentiality regarding client, employee, and business information.
Participate in rotating evening/weekend on-call coverage.
Maintain updated on-call materials including client care instructions, emergency contacts, and schedule notes.
Respond effectively to urgent staffing and client service needs after hours.