Director of Staffing and Client Services

Job Description

Job Description

Make an Impact. Lead with Purpose. Keep Care Moving.

At Visiting Angels, we help seniors age gracefully and safely in the comfort of home. As one of the most recognized and trusted names in home care, our mission is simple: provide compassionate, dependable care that improves lives.

We are seeking an exceptional Director of Staffing and Client Services to serve as the operational heartbeat of our agency. This is not a traditional desk job—it’s the command center of our care operations. Think air traffic control meets relationship management meets problem-solving leadership.

If you thrive in fast-paced environments, excel at juggling competing priorities, love solving staffing puzzles, and genuinely care about people, this could be the perfect fit.

About the Role

The Director of Staffing and Client Services plays a critical leadership role in ensuring our clients receive uninterrupted, high-quality care by strategically matching caregivers with client needs.

This position requires a unique combination of:

• Operational excellence
• Strong relationship management
• Quick decision-making
• Emotional intelligence
• Calm under pressure
• Exceptional organization

You’ll be responsible for balancing caregiver availability, client preferences, care requirements, emergencies, schedule changes, and long-term staffing strategies—all while maintaining an outstanding client and caregiver experience.

This role also serves as a mentor and support system for caregivers, helping them succeed both professionally and within their assigned cases.

This is a high-energy role for someone who thrives on momentum, ownership, and making a real difference every single day.

Key ResponsibilitiesScheduling & Staffing Operations

• Coordinate and manage caregiver schedules for:
  • New client starts
  • Open shifts
  • Ongoing care schedules
  • Last-minute callouts and urgent coverage needs
• Strategically match caregivers to clients based on:
  • Skills and certifications
  • Personality fit
  • Availability
  • Geographic proximity
  • Client preferences
  • Continuity of care goals
• Maintain schedule consistency to support stronger client-caregiver relationships
• Proactively identify staffing gaps and implement solutions before service interruptions occur
• Escalate unresolved staffing concerns to leadership after exhausting staffing efforts

Client & Caregiver Communication

• Serve as a key point of contact for caregivers and clients regarding schedule changes, coverage needs, and service concerns
• Build strong, professional relationships with clients, families, and caregivers
• Support caregiver engagement through encouragement, coaching, and issue resolution
• Reinforce company policies, expectations, and performance standards
• Communicate professionally, clearly, and compassionately in both routine and high-pressure situations

Systems & Administrative Management

• Maintain accurate client and caregiver records in agency software systems
• Ensure real-time schedule updates and accurate documentation
• Review telephony/timekeeping logs daily and make necessary corrections to support accurate payroll and billing
• Track staffing supply/demand trends and provide timely reporting to leadership
• Support audits, reporting, and operational process improvements
• Perform general administrative and office support duties as needed

Team Leadership & Performance Support

• Participate in caregiver onboarding, performance reviews, 90-day evaluations, and performance improvement plans
• Help foster accountability, professionalism, and engagement within the caregiver team
• Serve as a dependable leadership presence for both office staff and field caregivers
• Maintain strict confidentiality regarding client, employee, and business information

On-Call Support

• Participate in rotating evening/weekend on-call coverage
• Maintain updated on-call materials including client care instructions, emergency contacts, and schedule notes
• Respond effectively to urgent staffing and client service needs after hours

What We’re Looking ForRequired Qualifications

• Associate degree or equivalent professional experience
• 2+ years of experience in scheduling, staffing coordination, office operations, or healthcare administration
• Experience in home care, healthcare staffing, senior care, or related service industries strongly preferred
• Strong proficiency in:
  • Google Workspace
  • Microsoft Office (Excel, Outlook, Word)
  • Scheduling or workforce management software
  • Database/CRM systems

Ideal Candidate Traits

You may be a great fit if you are:
✔ Highly organized and detail-oriented
✔ Calm under pressure and quick to adapt
✔ Skilled at managing multiple moving parts simultaneously
✔ A natural relationship builder
✔ Diplomatic, professional, and solution-focused
✔ Comfortable making decisions independently
✔ Resilient, dependable, and accountable
✔ Service-minded with a genuine passion for helping others
✔ Able to maintain professionalism while balancing urgency and compassion

A sense of humor doesn’t hurt either.

Benefits

We value the people who keep our mission moving.

We offer:

• Competitive salary
• Health insurance
• 401(k)
• 3 weeks paid time off
• Supportive team environment
• Leadership growth opportunity
• Meaningful work with real community impact

Why Visiting Angels?

This is more than staffing.

Every schedule you build helps a senior remain safely at home. Every caregiver you support strengthens someone’s quality of life. Every problem you solve makes a meaningful difference.

If you're looking for a leadership role where your organization, heart, and hustle truly matter—we’d love to meet you.

 

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