Know Your Needs
The first step in hiring the right home care office staff is creating the right organizational structure. This helps ensure both that you have the right number of people and that you have the right roles and responsibilities organized to best address the needs of your agency.
Among filling any other needs your individual agency may have, your organizational chart should do the following:
Clarify roles and responsibilities so that accountability is clear
Create clear reporting lines
Facilitate decision-making and collaborative problem solving
Enable communication flow
Let staff know who to work with to get tasks done
Identify all available seats within the organization
Creating a structure will inform you of your agency’s needs and help you clearly understand what skills and experience to look for to round out your team. Too often, employers hire an employee who seems experienced and capable, only to realize later that they have the wrong skill set or personality for the team’s needs.
Even if you have an established and effective organization structure in place, you should still create a formal, written-out organizational chart and revisit it from time to time to make sure that you are intentional rather than reactive in filling spots on your admin team.
How to decide on the right people is always the golden question. When you break it down, there are really four categories of information you need to know who you should hire:
Personality and values.
How well will they get along with your team and represent the company? While skills can be learned and experience can be gained, there’s no substitute for someone who feels passionate about the mission of your company. At Home Care Pulse, we hire and fire based on our core values—service-minded, passionate, driven, problem solving, and continuous learning. Ensure that you have your core values and mission clearly defined and find individuals who buy in with them.
Do they know how to do the job? You can learn this from the experience on their resume, by talking to their references, and by giving them homework during the hiring process.
While qualifications address the question of what they know, performance is what they can really do. There are lots of individuals who may have the experience for a position, but you want someone who excels at it and pushes themselves to find better ways of doing it.
To evaluate this, you can dig into the “white space” of their resume. Ask them for details of the results they accomplished in the course of their work and how they achieved those results. This kind of detail is difficult to fake. If they have given outstanding performance at past jobs, it will show. When you contact their references, ask similar questions.
Finally, you should make sure you’re on the same page. What do they want out of this job and what do they plan to give?
Ensure that they understand not only the basics like pay and hours expected, but also where the company is headed moving forward and how do they fit into that. Is there room for advancement or taking on additional responsibilities? Is there a potential for having to work longer hours at some point due to growth or change of structure? Addressing these questions will help you feel more assured that you’ve hired someone who is in line with the needs of your company.