1. Describe your role as a Cooperative Home Care Associates (CHCA) Workforce Case Manager.
As Case Managers at CHCA, we are the eyes and ears of our training program, we evaluate the applicant’s aptitudes, communication skills, time management, and ability to build rapport with others. During the initial onboarding, we work side by side with the applicant to identify areas of their professional and personal lives that may need additional support and assist in removing any impediments or barriers to help them become a member of CHCA’s workforce.
Our goal is to ensure that individuals are successful in our training program by focusing on their professional and personal development. We partner with other organizations that provide them with the following services:
- Food, shelter, and clothing
- Securing a mailing address
- Obtain employment credentials through the Department of Motor Vehicles and Social Security Administration Services.
- Free legal services
- Assistance with obtaining American citizenship
2. How does the Case Manager assist with recruiting participants for CHCA’s Training Program?
We invite participants to an open house to learn about:
- the training program,
- the requirements to become a Home Health Aide,
- their future role and responsibilities in the organization if they successfully complete the program,
- their wages and benefits package.
We actively observe how applicants carry themselves and interact with each other.
After attending the open house, the applicants are invited to participate in a one-on-one interview. They will continue to be assessed in areas such as reading and writing, empathy, and their fit for a caregiver role. Our main goal is to get the applicant prepared to join the workforce whether this is their first formal job in this industry, or they have many years of experience.
During the recruitment process, we assess their ability to care for older adults and clients living with disabilities. In addition, the candidate must be able to become a part of the client's healthcare team based on their communication skills, caring attitude, and maturity to do this job.
3. How do you determine if an applicant is a “good candidate” for the training program?
The Home Health Aide curriculum is a rigorous training program that will prepare the participants to effectively manage difficult health issues and work independently in the client's home. As a case manager, we do not make the determination on the spot, we take the time to observe the applicant and their interactions with members of the organization.
We ask ourselves as we evaluate each individual applicant: Will the person be committed to the training schedule? Will this individual be able to effectively manage the barriers they are facing while in the training program? Will the individual provide exceptional care to our patients?
The candidates participate in roleplay exercises to determine how they would approach and manage common situations that may arise in the client's home and healthcare network. We also ensure that the applicants are aware and able to follow the Home Health Aide training program policies and procedures before making a final decision to invite them to participate in the training.
4. What are some New York State requirements a candidate needs to meet to be eligible to participate in the training program?
- Applicants must be at least 18 years old
- CHCA is regulated by the New York State Department of Health, our employees must be authorized to work in the United States.
- As required by the New York State Department of Health, candidates must pass an assessment interview to determine if they are fit to provide appropriate care for older adults and people with disabilities.
- Consent to be a part of the Home Care Registry
- Maturity, emotional and mental stability, and experience in personal care or homemaking.
- Ability to read, write, understand, and carry out directions and instructions
- Ability to record messages and keep simple records
- Empathetic attitude toward providing services for patients at home who have medical problems
- Documented good health as required for all home care workers by 10 NYCRR 7673.13
- Ability to relate to the needs of the elderly, sick, and disabled clients
- Good moral character
- Good communication skills
5. How do you ensure that the participant is ready for employment?
As case managers at CHCA, before our trainees join the homecare field, we ensure that essential aspects of their employment are covered such as transportation expenses, uniform, and dress code, and that they can implement effective communication in the field.
In addition, we coach them to become self-aware, and how to work with different personalities, backgrounds, and cultures. We want them to find their life mission and recognize their value to the communities that they serve; we train them to become future-oriented and identify their career prospects. Learn more about the benefits of a career in home care.
6. How do you build relationships with the participants?
Since the beginning of the enrollment process, we have built a connection with the participants in the training program. This connection carries through the training program and employment. As a case manager, we try to gauge how they are doing in their initial weeks in the field and encourage them to continue visiting the office if they need additional support.
7. What other tasks is the Case Manager responsible for?
Besides ensuring that the trainees successfully complete their training and join the workforce, as case managers, we are also responsible for administrative duties (paperwork), state and contract audits, and ensuring that the organization is meeting the criteria to qualify for grants to continue our mission. We also ensure that the new employees are aware of their benefits package, and unionization membership and refer them to other departments within CHCA if needed.
8. What do you think is the most challenging aspect of supporting a training participant?
At the beginning of the enrollment process, we have not had the chance to build trust or a connection with the applicant and they may be reluctant to share certain personal challenges that could have been appropriately addressed in the initial stages of training. Time constraints may also present a challenge for the trainees and us to accept and implement the feedback we provide so that they can be successful in their roles.
9. Why is the Case Manager an essential role in the agency?
Turnover is a big challenge for home care agencies, however, our role as case managers and the additional assistance we provide to our applicants, trainees, and employees ensure that our employees become successful in their role and in their personal lives. We are proud to have employees with longevity that reflect the excellence of our organization and our mission. Case managers are part of the support system that our workers can count on for assistance while learning how to cope with a new job.
10. What are some highlights you have experienced in your position?
As case managers, we witness the growth of our employees and accompany them through this journey of success. Seeing individuals achieving and surpassing their goals, and improving their lives fills us with joy and excitement. The opportunity to provide guidance and share our knowledge with others is the brightest highlight we experience daily in this position.
