Who should take over client intake when the owner of a home care agency steps back?

Intake is the first conversation with a family, and it shapes everything after. Think about who already does part of it well. A coordinator who matches caregivers to clients, or a nurse or supervisor who understands care needs, may be a natural choice. Judge them by how they listen and how they handle worried people, not only by title.

Then make the job visible. Write down the questions that are asked, the information gathered, the steps to match a caregiver and the way follow-up happens. Have the successor sit in on calls, then lead them while you listen. Debrief afterward. If you cannot find the right person inside, consider a new hire and give time for overlap.

Plan what the agency does when the successor is away. A second person should know the routine. Tell staff and referral partners who the new contact is, so no one is confused. Review how it is going after a few weeks, and adjust. Your accountant can help you see how any new role affects costs. Ask a few long-standing families what they would want from the person who answers first. Their answers may point to a quality, such as patience, that a résumé would never show.

Key takeaways

• Choose for listening and judgment, not only title.
• Write the intake steps down and train alongside the successor.
• Name a backup and tell referral partners who the new contact is.