Client Care & Community Relations Coordinator

OVERVIEW AND PURPOSE:
Under the supervision of the General Manager and the Operations Manager with support of the Director of Client Services, the Client Care and Community Relations Coordinator (CCCRC) is responsible for proactively building positive relationships, securing new business, and ensuring the provision of personal, responsive service and attention to caregivers, clients, and their families as assigned. 
 
This position is based primarily in the northern part of the Comfort Keepers service area, with the Petoskey office serving as the primary base of operations.  Counties for which the CCCRC fulfills the responsibilities outlined in this document include, but are not limited to, Cheboygan, Emmet, Charlevoix, Antrim, and Otsego counties. Regular travel throughout the northern territory area, including client homes, caregiver locations, referral partner organizations, community events, and other business locations is required. The position requires frequent interaction with clients, families, caregivers, referral partners, and internal team members and may require responsiveness to time-sensitive client and staffing concerns. This position will also require occasional travel to the home office in Traverse City for meetings, training and other events.
 
In collaboration with the Petoskey-based Internal Care Coordinator and Administrative Assistant along with other members of the Operations Team, the CCCRC is accountable for, and engaged in all aspects of the client’s experience with Comfort Keepers from initial engagement to close of service including onboarding, regular communication, care team assignment and oversight, schedule management, problem solving, issue management and evolving care planning. 
 
The CCCRC is actively engaged in ensuring caregivers are retained and that their experience with Comfort Keepers is positive by assisting with thoughtful client matching, schedule coordination, clear communication, preparation, and training for success in the field.  
 
The CCCRC supports business growth by building relationships with, and providing education to existing and potential community partners and referral sources, representing Comfort Keepers at local events, and helping prospective clients and families understand the services available to them.

KEY RESPONSIBILITIES
Client Care and Family Relationships

• Serve as an accessible local point person for clients and families, building trust through regular communication, home visits, and dependable follow-through.
• Conduct in-home consultations to understand client goals, preferences, support needs, and family expectations; explain available services and coordinate next steps.
• Oversee the transition from inquiry to active services, ensuring clear communication about the care plan, scheduling, and whom to contact for assistance.
• Work closely with scheduling, the care coordinator, and nursing to support consistent care, appropriate caregiver matches, and reliable service delivery.
• Collaborate with the Petoskey-based Internal Care Coordinator and Administrative Assistant to ensure new client follow-up, routine visits, satisfaction calls, and reassessments are completed and documented according to company policy.
• Address client and family concerns promptly, coordinate clear next steps, and follow up to confirm that concerns have been resolved.
• Identify and follow-up on changing client needs and coordinate appropriate service adjustments with clients, families, scheduling, and nursing staff.
• Support client retention by recognizing dissatisfaction early, addressing service gaps, adapting care plans, and maintaining relationships as care needs change.
• Help clients and families understand the full scope of available services to support their needs and preferences.
• Ensure client preferences, service changes, and relevant updates are accurately documented in VIV and communicated to the appropriate team members.

• Conduct caregiver supervisory visits when needed and provide coaching, mentoring, recognition, and performance feedback.
• Reinforce expectations for dependable attendance, professional boundaries, documentation, communication, and Interactive Caregiving as needed to reinforce expectations for quality care.
• Participate caregiver development in partnership with Human Resources and other team members as needed to address performance concerns promptly through coaching, support and documentation.
• Communicate current and anticipated staffing needs with scheduling and Human Resources to ensure alignment with caregiver availability and capabilities.
• Work with assigned service coordinator to ensure quality scheduling for caregivers.
• Respond promptly to concerns about clients and assignments.

• Build and maintain trusted relationships with hospitals, rehabilitation facilities, physicians, senior organizations, case managers, and other community partners.
• Maintain regular contact with referral partners to understand local needs, explain available services, and support appropriate referrals and coordinated service starts.
• Represent Comfort Keepers at community events, senior service meetings, educational opportunities, and local initiatives that support older adults and their families.
• Provide timely, thoughtful follow-up to inquiries and referrals, helping prospective clients and families make informed decisions about care.
• Follow up with prospects who have signed an agreement but have not scheduled services and maintain contact with referral sources after meeting with the people they referred.
• Identify opportunities to meet changing client needs, including reassessments and appropriate additional services, in coordination with the care team.
• Track outreach, prospect activity, referrals, and follow-up in the electronic records system; share observations about community needs and local competition with leadership to support growth goals.
• Monitor established performance indicators, including client starts, retention, service hours, staffing capacity, caregiver engagement, referral activity, and revenue performance; identify trends and work with leadership to address opportunities or concerns.

• Technology Adaptability: Demonstrates a willingness and ability to learn, adopt, and effectively use new technologies, systems, and service offerings to enhance client care, communication, and operational efficiency.
• Flexibility and Change Management: Adapts quickly and positively to changing priorities, processes, and business needs while maintaining a proactive, solution-oriented approach and a commitment to excellent service.
• The CCCRC completes other tasks assigned to ensure an excellent service experience.
• Answer and transfer telephone calls.
• Assist with daily scheduling as requested when circumstances require.
• Document all activity in the electronic recordkeeping system as required including phone calls in and out, using tags, and recording notes regarding interactions and conversations.
• Participate in team meetings as requested. 
• Work proactively with other members of the team to anticipate changing client and caregiver needs and communicate effectively with all internal and external members of the care team. 
• Participate in the On-Call Care Coordinator weekend and holiday rotation.

• Strong client service, relationship-building, and communication skills, including the ability to guide families through sensitive conversations.
• Strong organization, attention to detail, and follow-through while managing changing priorities.
• The ability to manage competing demands and adapt quickly and positively to frequent changes, delays or unexpected events.
• Ability to coordinate across teams, interpret operational information, and take practical action to improve service.
• Ability to manage difficult conversations with professionalism, empathy, and appropriate firmness while maintaining client, employee, and organizational relationships.
• Comfort representing Comfort Keepers in the community and discussing services with prospective clients and referral partners.
• Proficiency with Microsoft Office and ability to use VIV and other company systems; commitment to confidentiality and professional standards.
• Is responsive to the needs of others and is a team player who demonstrates a commitment to co-workers and to company vision, values and goals.
• Is results-oriented with a focus on long-term outcomes and accomplishments, the ability to act with a sense of urgency, and the will to persist until goals are reached.

• Associate’s degree or equivalent career experience preferred.
• Supervisory, leadership and/or coaching experience preferred.
• Must be able to successfully pass a nationwide criminal background check.
• Must possess a valid driver’s license, reliable transportation and ability to travel throughout the region required.

• Prolonged periods of sitting and working on a computer daily, including typing and answering, resolving inquiries, and directing phone calls.
• Frequent sitting, standing, speaking, and navigating technology.
• Moderate field work, including driving, navigating a home environment, and communicating with direct care staff and clients.
• Lifting requirements: up to 15 lbs. as needed.
• Occasional to moderate bending, twisting, reaching, grasping.
• Frequent operation of standard office equipment including phone system, computers, printers/copy machines, and others.