Client services workers are responsible for assessing and reassessing client needs, creating and implementing care plans, monitoring client services, and fostering a good match between the client and home care provider — including the introduction of the home care provider to the client and any subsequent, permanent replacements. They collect information when a client raises concerns and coordinate with peer mentors if additional worker training is needed. They work with service delivery supervisors to resolve scheduling issues so that authorized hours can be served and client needs fulfilled. Client services workers also coordinate and facilitate access to a variety of community services that help the client remain living in his or her home.

Service delivery supervisors match home care providers with clients, prepare and monitor worker schedules, dispatch permanent and emergency Providers, document work performance, and ensure timekeeping compliance. Supervisors serve as the point of contact for Providers, adjusting schedules as circumstances require and ensuring compliance with client, worker, and agency requirements. Supervisors work as a team with client services workers and share on-call scheduling duties during non-business hours.

Client services managers supervise the client services workers and assist the Director of Programs in the coordination of services. They work with the Department of Aging and Adult Services and outside service agencies and providers on issues that involve client intakes, referrals, service-delivery difficulties, and quality-of-service. They screen IHSS client intakes to determine the appropriate level of care and supervision that is required, make home visits as necessary, and oversee development of treatment plans, behavioral intervention plans, and progress notes.

Service delivery managers train and supervise the service delivery supervisors. They maintain and troubleshoot the Consortium’s database of clients and home care providers, generate reports, and monitor provider schedules. They assure that an adequate number of providers are available to fulfill clients’ IHSS needs and monitor staffing needs, evaluations, and supervision.

Training specialists at TAPCA, a program of IHSS Consortium, develop, plan, and implement training curricula and classes for Home Care Providers, including the 75-hour Personal Care Assistant Basic Training, follow-up trainings, and personalized instruction for graduates.

Peer Mentors conduct in-home trainings for Providers and troubleshoot problems. They assess a Provider’s on-the-job skills during the first two weeks of employment, observing performance of all authorized tasks. Observation often takes place in the homes of several clients.

If a Provider lacks a particular skill, he or she will be given on-the-spot training or sent for refresher, specialized, or basic training. Advice and encouragement also are given, especially during the early stages of the client/Provider relationship.