Staffing Manager - Russian Speaker

Institute on Aging•San Jose, CA

2d•Onsite

About The Position

IOA is seeking a dynamic Staffing Manager to join our Support at Home program. This role will work directly with caregivers in partnership with Jewish Family Services of Silicon Valley (JFS SV) and the Holocaust Survivor program. The position is responsible for the scheduling and oversight of IOA’s Home Care Aides (HCAs), including maintaining and updating scheduling needs with both JFS SV Care Managers and HCAs. Key responsibilities include caregiver communication and support, tracking information, updating databases and spreadsheets, and performing other administrative duties to ensure quality service delivery. The ideal candidate will possess strong oral and written customer service and communication skills and be willing to work in a fast-paced environment.

Requirements

At least one year of demonstrated success in a service organization, having met or exceeded specific objectives for productivity or other performance measures.
Ability to track a large quantity of information about IOA’s HCAs and to utilize it during scheduling and discussions with the Client Services Manager(s) and other support staff.
Ability to work and thrive in a fast-paced, high-pressure environment (both independently and as part of a team).
Ability to effectively organize and prioritize tasks.
Excellent oral and written communication skills.
Excellent multi-tasking skills.
Excellent analytical and decision-making skills.
Flexible and able to handle constantly changing priorities.
Strong computer skills and fluency in Microsoft Word, Excel, Outlook, and other software systems.
Reliable regular transportation.

Nice To Haves

At least one year of private duty home care coordination experience preferred.
A Bachelor’s degree in Social Work or related field is preferred.
One year of Staffing Experience preferred.
Medical administrative staffing experience will be considered.
Database or CRM experience a plus.

Responsibilities

Provide excellent customer service to internal and external customers receiving IOA’s home care services.
Organize client cases and schedule the most reliable and appropriately matched Home Care Aides (HCAs) for IOA’s home care clients based on location, time, skills/needs, special requests, etc.
Update and coordinate client and HCA schedules to reflect cancellations, rescheduling, logging, addition, or modification in the automated scheduling system.
Monitor, evaluate, and report client information to the appropriate personnel, with timely escalation of all urgent matters and complex cases to the Client Services Manager and/or Director of Home Care and Support Services as needed.
Investigate all HCA-related complaints and issues along with Client Services Manager, effectively managing any issues or concerns in a professional and timely manner from coaching opportunities, disciplinary action and termination.
Provide paid on-call services after hours, on weekends, and on holidays to support staff and clients in meeting clients’ service needs in an appropriate time frame. An appropriate time frame has been defined as returning all calls within 15 minutes of initial contact.
Assist in recruiting and screening Home Care Aides who possess strong qualifications and desirable availability.
Assist with compliancy standards for HCA’s are up to date as related to: Acquiring and maintaining current CDL and insurance documentation, annual completion of blood borne pathogen video, annual TB test, and current licensure as needed for CNA or HHA’s.
Participate in the orientation process of Home Care Aides as needed.
Participate in the payroll process weekly, as it relates to scheduling issues, including verification of HCA shifts, to ensure timely and accurate payroll and billing.
Reconcile all payroll and billing issues with accounting to ensure accuracy and positive customer service experience for clients and HCA’s.
Participate in interdisciplinary team meetings as requested.
Maintain client and HCA confidentiality and privacy at all times.
IOA staff is on-call during all hours as designated based on the On Call Schedule shared between CSM and Staffing Manager when the offices are closed, including nights, weekends, and holidays.
Staff members must record all on-call shifts worked on their bi-weekly time sheets.
The on-call week begins every Monday morning.
The base wage is always paid, regardless of time spent working after hours.
Other job-related duties as assigned.