Intake & Outreach Specialist

Compensation & Perks Snapshot:

• Guaranteed Base Pay: $22.00 – $25.00/hr
• Total Earning Potential: $30.00 – $38.00/hr (Base + Milestone Bonuses)
• Performance Bonuses: $75 per completed in-home assessment + $150 per admitted client
• Additional Perks: Paid mileage (IRS rate) and a monthly mobile device stipend, 401k, Access to 250+ training courses via Care Academy

At First Light Home Care (FLHC) of Montclair, we are dedicated to providing compassionate, person-first non-medical companion care, personal support, and memory care to seniors, veterans, or adults recovering from illness or injury. Our mission is centered on a genuine Culture of Care - valuing our team members as much as the families we serve.

We are seeking a warm, organized, and community-minded Intake & Outreach Specialist to help guide local families through the care transition process and build meaningful relationships across our local healthcare network.

As our Intake & Outreach Specialist
, you will serve as the first voice of empathy and guidance for seniors and families seeking home care support. You will be on the field a majority of the time, balancing between connecting with inquiring families (discovering their care needs and conducting in-home assessments) and representing FLHC of Montclair at local community events and facilities across Chino, Montclair, Pomona, and Ontario:

• Primary Focus (70%):
  Handling client inquiries, conducting in-home safety assessments, signing service agreements, and collecting initial deposits.
• Secondary Focus (30%):
  Connecting with local community groups, senior centers, and families.

This position starts at 15 to 20 hours a week, with a clear path to transition into a full-time Client Care Coordinator role as our client care base grows.

• Family Intake & Consultation: Answer incoming phone and in-person inquiries with warmth, active listening, and empathy. Discover the family’s daily care challenges and explain our personalized care solutions.
• In-Home Assessments & Service Planning: Conduct face-to-face home safety and functional assessments for prospective clients. Build thoughtful, individualized non-medical service plans tailored to the client’s lifestyle and physical needs.
• Grassroots & Consumer Community Outreach: Focus outreach dedicated to Grassroots & Consumer Community Channels, including Senior Community Centers, Adult Day Health Care, Faith-Based Organizations, and Local Health Fairs, to build community awareness.
• Care Hand-off & Operations Transfer: Provide initial pre-sign assessment notes to the back office upon signing agreements and collecting initial deposits, cleanly transferring care planning, caregiver matching, and ongoing supervisory visits to operations.
• Pipeline Management & Systems of Record: Track pre-sign sales pipelines in Zoho CRM, syncing active prospects into Well Sky once an in-home visit is scheduled. Maintain a target performance conversion rate of ≥ 40% from incoming inquiries to completed in-home visits.

Each day can be different but here is a day-to-day may look like:

• 9 - 9:30 AM | Morning Lead Triage & Family Connection (Office / Remote)
• Log into Zoho CRM to review overnight web inquiries and voicemail messages from family members.
• Conduct priority callbacks to anxious adult children whose parents were recently discharged from local hospitals or rehab facilities, actively listening to their care challenges and scheduling in-home consultations.
• 9:30 - 11 AM | In-Home Assessment & Family Consultation (Field)
• Arrive at a prospective client’s home for a living-room consultation with the family.
• Walk through the senior’s daily living needs, complete the Home Safety Walkthrough, draft an…