Client Services Manager, BSW / MSW (San Mateo County)
Institute on Aging (IOA) - Palo Alto, CA

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PRIMARY RESPONSIBIILITIES: Based in the Palo Alto IOA office, the Client Services Manager will facilitate the coordination and delivery of home care and support services to clients on the central peninsula (Palo Alto north to San Mateo). They will lead our Home Care Aides in providing excellent customer service and quality home care. The Client Services Manager will focus on delivery and coordination of client services, growth and development of caseload (through relationship-building and recruiting efforts), and ongoing management of care in the home. The successful candidate must be highly motivated with a strong work ethic and must also possess the desire for growth and professional development.


SUPERVISES: Home Care Aides

Service Coordination & Delivery; Quality Assurance

  • Facilitate the coordination and delivery of home care and support services to IOA clients in San Mateo County.
  • Ensure that all home care cases are scheduled and staffed in a timely manner with qualified Home Care Aides (HCAs) well-suited to the assignment.
  • Investigate all HCA-related complaints and issues, effectively managing any unanticipated events or unstable situations and providing regular communication and reports to the Palo Alto Site Director.
  • Serve as member of the Quality Assurance team, which reviews agency practices, policies, procedures, and documentation, as well as investigate “near miss” situations.
  • Reconcile all problems/emergencies as they arise, consulting with management as needed.
  • Work with Accounting on payroll and billing issues to ensure accuracy and positive customer service experience.
  • Make recommendations for changes and improvements to the program, as required.
  • Ensure on-call and scheduling staff have access to current client and employee information after hours. Provide back-up on-call services as needed.


  • Supervise 50+ HCAs (via telephone, in client homes, and in the office) on a daily basis, provide coaching or education as needed to ensure the highest quality care, offer positive feedback or disciplinary action if required. Assist in terminating HCAs when necessary.
  • Ensure that home care is provided according to all relevant policies, procedures, and regulations.
  • Assist in interviewing HCA candidates and performing orientations as needed.
  • Assist in monitoring and meeting the training needs of the HCAs.

Outreach & Caseload Development

  • Conduct telephone and in-person inquiries and initial intakes/assessments with new clients in their homes with professionalism and enthusiasm; conduct follow-up client assessments (via telephone and in clients’ homes) every 60-90 days.
  • Provide high-end client service and support, crisis intervention, and management of care in the home.
  • Provide information and referrals to clients and families; provide information to clients about additional services available through IOA, including Geriatric Care Management, Medication Management, and Fiduciary Services.
  • Build strong relationships with referral sources and community resources to promote and build business.
  • When requested, represent IOA at community resource events.


  • Participate in interdisciplinary team meetings and request interdisciplinary consultation as needed to best address client needs.
  • Establish and maintain current, accurate, and confidential files for each home care client. Ensure client’s electronic records are kept up to date.
  • Maintain client and staff confidentiality and privacy at all times.
  • Complete other job-related duties as assigned.

REQUIRED EXPERIENCE, SKILLS & ABILITIES (all required, unless noted)

  • Minimum of two years of experience in home care, senior care, or another health and human services field required.
  • Two years of management and supervision experience required.
  • Exceptional customer service skills.
  • Outstanding oral and written English language skills.
  • Bilingual skills highly desirable.
  • Experience and sincere interest in working with aging, senior, and disabled persons.
  • Non-profit and / or social entrepreneurship experience highly preferred.
  • Desire to work in a collaborative, interdisciplinary, team-oriented environment.
  • Ability to multi-task and work effectively in a busy, fast-paced, customer service-oriented environment.
  • Demonstrated record of strong interpersonal skills and of successfully taking on increased responsibility.
  • Proficiency in Microsoft Word, Excel, Outlook, and other software systems; strong experience using phone systems and office equipment.
  • Applicants who increase the diversity of our work force are highly encouraged to apply.

EDUCATION: Bachelor’s in Social Work, Occupational Therapy, Nursing, Psychology, or related field required. Master’s Degree preferred.

E-mail a cover letter and resume, positively demonstrating your ability in relation to this position, referring to your previous academic, professional, voluntary and personal experience. Please state the position title in the subject line and indicate from which website or source you learned about this position.

Alternately, you may fax your application to 415-750-5333.

Institute on Aging reserves the right to revise job descriptions or work hours as required.

Institute on Aging is an Equal Opportunity Employer