Client Care & Community Relations Coordinator

Client Care And Community Relations Coordinator

Under the supervision of the General Manager and the Operations Manager with support of the Director of Client Services, the Client Care and Community Relations Coordinator (CCCRC) is responsible for proactively building positive relationships, securing new business, and ensuring the provision of personal, responsive service and attention to caregivers, clients, and their families as assigned.

This position is based primarily in the northern part of the Comfort Keepers service area, with the Petoskey office serving as the primary base of operations. Counties for which the CCCRC fulfills the responsibilities outlined in this document include, but are not limited to, Cheboygan, Emmet, Charlevoix, Antrim, and Otsego counties. Regular travel throughout the northern territory area, including client homes, caregiver locations, referral partner organizations, community events, and other business locations is required.

The position requires frequent interaction with clients, families, caregivers, referral partners, and internal team members and may require responsiveness to time-sensitive client and staffing concerns. This position will also require occasional travel to the home office in Traverse City for meetings, training and other events.

In collaboration with the Petoskey-based Internal Care Coordinator and Administrative Assistant along with other members of the Operations Team, the CCCRC is accountable for, and engaged in all aspects of the client's experience with Comfort Keepers from initial engagement to close of service including onboarding, regular communication, care team assignment and oversight, schedule management, problem solving, issue management and evolving care planning.

The CCCRC is actively engaged in ensuring caregivers are retained and that their experience with Comfort Keepers is positive by assisting with thoughtful client matching, schedule coordination, clear communication, preparation, and training for success in the field.

The CCCRC supports business growth by building relationships with, and providing education to existing and potential community partners and referral sources, representing Comfort Keepers at local events, and helping prospective clients and families understand the services available to them.

Key Responsibilities

Client Care And Family Relationships

• Serve as an accessible local point person for clients and families, building trust through regular communication, home visits, and dependable follow-through.
• Conduct in-home consultations to understand client goals, preferences, support needs, and family expectations; explain available services and coordinate next steps.
• Oversee the transition from inquiry to active services, ensuring clear communication about the care plan, scheduling, and whom to contact for assistance.
• Work closely with scheduling, the care coordinator, and nursing to support consistent care, appropriate caregiver matches, and reliable service delivery.
• Collaborate with the Petoskey-based Internal Care Coordinator and Administrative Assistant to ensure new client follow-up, routine visits, satisfaction calls, and reassessments are completed and documented according to company policy.
• Address client and family concerns promptly, coordinate clear next steps, and follow up to confirm that concerns have been resolved.
• Identify and follow-up on changing client needs and coordinate appropriate service adjustments with clients, families, scheduling, and nursing staff.
• Support client retention by recognizing dissatisfaction early, addressing service gaps, adapting care plans, and maintaining relationships as care needs change.
• Help clients and families understand the full scope of available services to support their needs and preferences.
• Ensure client preferences, service changes, and relevant updates are accurately documented in VIV and communicated to the appropriate team members.

Quality Care And Caregiver Experience

• Conduct caregiver supervisory visits when needed and provide coaching, mentoring, recognition, and performance feedback.
• Reinforce expectations for dependable attendance, professional boundaries, documentation, communication, and Interactive Caregiving as needed to reinforce expectations for quality care.
• Participate caregiver development in partnership with Human Resources and other team members as needed to address performance concerns promptly through coaching, support and documentation.
• Communicate current and anticipated…