General Manager - Home Instead : Job Details

Objective:

The General Manager is responsible for successfully directing and coordinating all activities in the franchise for growth and development of the business. Key functional areas include Marketing/Business Development, Client Satisfaction, Human Resources, and Scheduling as well as general office administration.

Primary Responsibilities:

Reflect the core values of Klipsch Senior Care (d.b.a. an independently owned and operated Home Instead franchise).

Develop and manage the annual franchise operational plan and budget.

Understand key business drivers that affect overall profitability and manage activities to optimize growth and margins.

Lead, mentor and motivate team to ensure key business metrics are achieved and primary tasks are completed accurately and timely.

Meet established critical business targets including:

o Hours of Care

o Net Revenue

o Caregiver Productivity

Manage outcomes of all departmental activities and direct changes that will drive achievement of operational goals.

Compile and communicate key monthly operational statistics.

Continually identify new and innovative ways to improve service levels.

Ensure an exemplary level of Client and Care Professional satisfaction.

Monitor, mediate and log Client service concerns; resolve issues.

Develop strong relationships with key referral partners within network.

Ensure Client/CP introductory meetings are being conducted per standard protocol.

Organize and maintain general office operations and procedures.

Ensure all home office standards, as well as other industry regulations, are adhered to at all times.

Conduct routine Team meetings to ensure effective communication and collaboration across functions.

Monitor performance; provide coaching & discipline as necessary.

Recruit, hire and train new staff as needed.

Monitor and optimize departmental capacity and overtime.

Maintain attendance records, schedules & time off requests to ensure appropriate coverage for regular business hours, after hours and holiday coverage.

Coordinate monthly calendars for Scheduling team and Weekend On-call.

Routinely audit staff documentation and On-call reports.

Continually develop best practices within the Care Professional hiring and training processes.

Monitor office expenditures; manage to annual budget.

Secondary Responsibilities:

Maintain and establish strong relationships with neighboring franchise owners.

Maintain and establish strong relationships with the Home Instead, Inc. Business Performance team.

Perform any and all other functions and responsibilities deemed necessary for the successful operation of a Home Instead franchise office.

Supervisory Responsibilities:

This position will be responsible for overseeing all of the functions performed by the office staff. Responsibilities include interviewing, hiring, and training employees, planning, assigning, and directing work; appraising performance, coaching employee s performance; problem resolution while seeking positive outcomes.

Knowledge, Skills and Abilities:

Must have an understanding of and uphold the policies and procedures established by Klipsch Senior Care, (d.b.a. an independently owned and operated Home Instead franchise)

Must demonstrate excellent oral and written communication skills and the ability to listen effectively

Must have the ability to work independently, maintain confidentiality of information and meet deadlines

Must have the ability to demonstrate effective interpersonal skills as well as sound judgment and good decision-making

Must demonstrate discretion, integrity, and fair-mindedness consistent with company standards, practices, policies, and procedures

Must have the ability to organize and prioritize daily, monthly, quarterly, and yearly work

Must have the ability to establish good working relationships with office colleagues, the franchise owner, Clients, and the community

Must have the ability to present a professional appearance and demeanor

Must have the ability to operate office equipment

Must have the ability to operate H.I. technology systems

Must have computer skills and be proficient in Word and Excel

Must be patient and congenial on the telephone

Must be able to perform duties in a professional office setting

Must be able to recruit quality Key Players

Education/Experience Requirements:

College degree preferred or equivalent work experience

Four to six years of related business experience or an equivalent combination of education and work experience may be considered

Must possess a valid driver s license