As the first line of contact, home care schedulers play an important role in satisfaction – both, for clients and caregivers. It’s important that they have the training needed to be successful in their roles.
As the first line of contact, home care schedulers play an important role in satisfaction – both, for clients and caregivers. That’s why it’s critical to have a proper training plan in place to help current schedulers and new hires make the most of their roles.
As we’ve covered in a recent webinar, lack of communication is one of the biggest issues leading to caregiver turnover. In fact, one caregiver said that it’s crucial for their agency to “Improve their communication! If our schedule changes or something comes up we do not always know about it. Even if we ask it is like pulling teeth to get answers.”
While there’s a lot to consider here, we have some tips to help you get started. Here are some of the topics and best practices you should be implementing into your training.
Build a foundation for success
Home care schedulers need to be properly trained to handle anything that might be thrown their way, so it’s critical to start from the ground up.
Before even onboarding a new hire, it’s important to recognize that there are some skills you can’t teach. You should make sure schedulers have these before they’re even hired. Home care schedulers need to like putting together jigsaw puzzles continually. Some of these qualities might include empathy, self-motivation, conflict resolution, and effective problem-solving.
Even if a potential scheduler doesn’t have a background in home care, they can still make a great addition to the team with proper training. To help them be successful in their role you need to create a foundation that is standard for all new employees – whether they’re experienced or not.
Some of the topics you might want to cover include: