Home Care Supervisor ToolKit
Start
Your Role & Your Team
Resources & Support Links
Caregiver & Client Relationships
Billing & Payroll
Marketing Events
Index
Frequently Used Apps & Sites
Common Scenarios & Questions
RoleOVerview
“There are only four kinds of people in the world. Those who have been caregivers. Those who are currently caregivers. Those who will be caregivers, and those who will need a caregiver.”
What is a HCS?
The Home Care Supervisor plays a vital role in ensuring that clients receive high-quality, compassionate care in their homes. This role involves overseeing daily care operations, supporting caregivers, and maintaining compliance with company policies and regulatory standards. As a new Home Care Supervisor, you will serve as a bridge between caregivers, clients, and the management team, fostering a positive and safe environment for both staff and clients.
― Rosalyn Carter
Info
The HCC & The HCS
Targeted Recruitment & Hiring Events
The Home Care Coordinator (HCC) and Home Care Supervisor (HCS) share a close professional partnership that is essential to the success of our team and the care we provide. The HRC focuses on recruiting, onboarding, and supporting caregivers, while the HCS ensures those caregivers are matched with the right clients and receive the guidance they need in the field. Together, they collaborate daily to maintain strong communication, address staffing needs, and create a positive experience for both caregivers and clients. This teamwork not only helps the business grow but also strengthens our ability to provide meaningful jobs and quality care throughout the communities we serve.
The HCS can collaborate with the HCC to identify high-need areas or client-heavy regions and request support in planning local hiring or marketing events.
Caregiver Retention & Engagement
The HCS can work with the HCC to develop strategies to keep current caregivers engaged, such as recognition programs or stay interviews.
Onboarding & Office Support
The HCS can rely on the HCC for coordinating new orientations, app troubleshooting, and compliance follow-ups to make sure caregivers stay active and shifts go uninterrupted.
Internal Resources & Support Links
Copies of these Documents are kept in the Fedleta Home Care Client Relations Sharepoint Site!
HCS ExpectationsAs a HCS, no two days are alike! Some days you’ll be in the office, other days out in the field, and sometimes representing Fedelta at events. Here are a few things to keep in mind as you move between these environments.
Policies & Procedures All of Fedelta's official Policies and Procedures in a living document updated annually to reflect new changes.
Meet Your Team!
Employee HandbookFedelta's employee expectations, company policies, holidays and legal benefits. This document is updated annually to reflect any new changes.
Time Off At Fedelta, we offer a flexible PTO plan that you can use for a variety of situations — whether it’s a vacation, a mental health day, travel, or celebrating an important event. Administrative employees become eligible to use paid leave starting on their 90th day of employment.
Client Care
Opens & Interviewing for the RIGHT Client
As a Home Care Supervisor, your main focus is really on making sure each client is receiving the right level of care and support at all times. You’re the bridge between the client, their caregivers, and the rest of the care team. That starts with managing new client “opens” — getting assessments completed, care plans set up, and making sure authorizations and documentation are ready before services begin. You’ll work closely with your HRC to match each client with the right caregiver and keep an eye on open shifts to maintain continuity of care.
Finding the right client for Fedelta means more than just matching care needs—it’s about partnership. The ideal client is flexible, meets payor requirements, and is open to caregivers from all backgrounds and walks of life. They prioritize safety and ensure their home meets care standards, while being respectful and collaborative, creating an environment where caregivers can provide the best possible support.
Client Profiles & Documentation
Accurate notes keep client accounts safe, consistent, and effective. Always check the SOP to handle Medicaid vs. private-pay setups correctly from the start.
Home Visits & Maintenance of Care
Client care doesn’t end after the client is onboarded. Continuous engagement ensures we provide the best support and maintain strong client-caregiver relationships.
Caregiver Relationship
Orientation
As a Home Care Supervisor, you’re the go-to person for caregivers — guiding them, supporting them, and ensuring they understand client care plans, follow agency policies, and deliver quality service. You provide guidance, coaching, and ongoing feedback to help caregivers improve performance and maintain compliance. When necessary, you also address disciplinary issues, documenting concerns and following proper disciplinary steps to keep standards high while maintaining a supportive environment.
Coaching & Feedback
Formal Write Up & Termination
Compliance & HRC Partnership
Caregiver Appreciation
Billing & Payroll
Troubleshooting Shift Issues
You play an essential role in keeping billing and payroll running smoothly. By checking caregiver hours and mileage, monitoring overtime and insurance limits, and making sure care logs are signed by both clients and caregivers, you help ensure everything is accurate. In short, you’re making sure our services are documented properly so clients get the care they need and caregivers are paid fairly.
Authorizations & ProviderOne ID's
Mileage Reimbursement
Medicaid, LTC, VA, L&I or Private Insurance
Private Pay
At Fedelta, there are genrally two categories a marketing event falls under, either to garner new clients or to building relationships with other community partners in the industry, All Fedelta staff memebers support the Marketing team with these events. People want to connect with the ones they will work with on the day to day, this helps spark a connection from the first conversation. Don't over think it! Remember, you're the expert here, it's important to speak from the real perspective of working with our caregivers and clients.
MArketing Events
RP
CL
Client events are often booths at a resource or community fair. When events in your area come up, our Marketing Director Mike will work with your Lead/Manager directly to register the team members for the event and send out details.
Relationship partner events vary in formality, they can be any where from booths at a job fair or happy hour meet and greet with other industry members, to volunteer oprotunites at local senior/community centers.
Frequently Used Apps & Sites
Wellsky Personal CareOur scheduling and documentation platform used for caregiver clock-ins, clock-outs, and viewing client care plans. It supports communication, scheduling, and compliance for home care services.
Goto (Digital Phone)Used for calls, voicemail, and texts. It allows staff to manage client and caregiver calls from their desk or mobile device while keeping professional phone lines separate.
Paychex Flex Our payroll and HR management system used to track PTO, view paystubs, manage benefits, and access tax documents.
Provider OneWashington State’s Medicaid management portal used to verify eligibility, submit claims, and manage authorizations for state-funded clients and services.
Triplog (Mileage Tracker)A mileage tracking app that automatically logs work-related driving. It’s used to document travel for client visits and submit accurate mileage for reimbursement.
Home Care Pulse A feedback and satisfaction platform used to gather client and caregiver surveys. It helps agencies measure quality of care, track satisfaction trends, and identify areas for improvement.
Sharepoint A secure internal site used to store, organize, and share company documents, forms, and resources.
Common Scenarios & Questions
A caregiver calls out after hours/ on a weekend?
How do I conduct a nurse delegated referral?
How do I file an APS report?
What is our PTO policy for caregivers?
My caregiver falsely claimed miles or hours?
My client passed?
My caregiver applied for L&I?
An accident or injury to the client or caregiver occurs?
Remember, We're All In This Together!
Even independant roles need help from others to get the job done. Don't forget you have a team full of other Supervisors, coordinators, and managers here to support you!
Connect with Us!
To ensure clients continue to receive the highest quality support, the Home Care Supervisors play a key role in ongoing engagement, evaluation, and improvement.
HCS Key Responsibilities for client after care:
- 6-Month & Annual Home Visits
- Conduct thorough assessments of the client’s home environment, safety, and evolving care needs. Use these visits to adjust services as necessary and address any concerns.
- New Caregiver & Fill- In Check Is
- Regularly check in with newly assigned caregivers and temporary fill-ins to ensure the client-caregiver match is successful, identify any challenges, and provide guidance or support.
- Service Optimization & Hour Utilization
- Continuously review the client’s care plan to find opportunities for improvement. Monitor leftover hours in their monthly plan and discuss ways to maximize the client’s care while staying within approved services.
- Feedback & Improvement
- Maintain open communication with clients and caregivers to gather feedback. Use insights to enhance service delivery and strengthen client satisfaction.
Insurance Payors
Insurance payors like Medicaid, L&I, VA, and LTC provide financial support for home care services, reducing out-of-pocket costs for clients. Pay rates for these programs are set by each individual payor and are reassessed annually. Unlike private pay clients, caregivers working with insurance payors are paid their base rate for each shift, and services must follow strict eligibility, authorization, and documentation requirements to ensure compliance and reimbursement.
View the current pay rates here
Caregivers are eligible to use accrued Paid Time Off (PTO) after their 90th day of employment to cover any confirmed shifts missed due to vacation or illness. To qualify for PTO use:
- The shift must have been previously scheduled and confirmed.
- For vacation time, the shift must be cancelled with at least two weeks’ notice.
- For same-day call-outs due to illness, a minimum of four hours’ notice is required.
If a caregiver was not previously scheduled for a shift, PTO may not be applied. PTO cannot be cashed out under any circumstances. Additionally, PTO usage is limited to the number of hours the caregiver is scheduled to work in a given week. For example, a caregiver scheduled for one 8-hour shift per week may use up to 8 hours of PTO to cover that time.
These are a few of the Home Care Supervisor's core responsibilities:
Team Leadership & Support
Scheduling & Staffing
Client Care Oversight
Communication
Compliance & Documentation
Problem-Solving
Continuous Improvement
If a Client Passes While a Caregiver is on Shift
If a Client Passes Outside of an Active Shift
- Call 911 Immediately
- Caregiver contacts emergency services and follows instructions.
- Do not move the client or leave until cleared by responders.
- Notify Fedelta Leadership
- Caregiver calls the On-Call or Assigned Home Care Supervisor (HCS) right away.
- HCS notifies:
- Agency Leadership / Administrator
- Client’s Emergency Contact (if not already notified)
- Support the Caregiver
- Stay calm and compassionate.
- Check in on the caregiver’s emotional wellbeing and ensure they feel supported.
- Document Everything
- Time of death, emergency response details, and notification timeline.
- Save notes in the client’s record and complete an incident report.
- Receive and Record Notification
- Note who called, the time, and any relevant details.
- Notify Internal Teams
- Inform Home Care Director, other HCS in your branch, and HRC so future shifts can be cancelled.
- Leadership will communicate with caregivers and the case manager if applicable.
- Support the Care Team
- Notify caregivers who worked with the client with sensitivity.
- Offer emotional support and debriefing if needed.
- Documentation
- Record all details in the client’s file.
- Update billing, payroll, and scheduling systems.
What to Expect...
Dress Code:Business Casual is typically safe to go with. If there are specific requirements for the facility they willl be noted in the details sent after registration. Ie, closed toed shoes or long sleeves etc. Supplies/Prep:
Every office has a marketing bin with signs, banners, tablecloths, notepads, pens, branded swag and brochures. Check this a few days before the event to restock anything missing. Reccomended to purchase flowers and candy for the table top day of. Time Frame:Events typically last between 2-4 hrs and take place Monday-Friday. Note some events may start after 5pm, in these cases, you will connect with your Manager/Lead to flex your hours for that day. Food:
Some events will have vendor catering, if lunch is not provided your lead/manager will let you know if a budget is provided for staff lunch or if you will need to make arrangements for that day.
What to Expect...
Dress Code:Business Casual is typically safe to go with. If there are specific requirements for the facility they willl be noted in the details sent after registration. Ie, closed toed shoes or long sleeves etc. Supplies/Prep:
Every office has a marketing bin with signs, banners, tablecloths, notepads, pens, branded swag and brochures. Check this a few days before the event to restock anything missing. Reccomended to purchase flowers and candy for the table top day of. Time Frame: :Events typically last between 2-4 hrs and take place Monday-Friday. Note some events may start after 5pm, in these cases, you will connect with your Manager/Lead to flex your hours for that day. Food:
Some events will have vendor catering, if lunch is not provided your lead/manager will let you know if a budget is provided for staff lunch or if you will need to make arrangements for that day.
There are always new events and connections that we may not know about yet, if you hear about one in your area or another area we have a Fedelta location in, send the information to Mike at Mike.carnagey@fedeltahomecare.com!
As a Home Care Supervisor, you hold a unique salaried position that occasionally requires flexibility outside of standard business hours. Our clients rely on consistent care, and sometimes that means stepping in to help problem-solve when unexpected situations arise—like a caregiver calling out for an evening or weekend shift.
- When this happens, it’s your responsibility to do what you can to ensure the client’s care needs are still met. This may include:
- Reaching out to other available caregivers to see if anyone can fill the shift.
- Keeping a few trusted “backup” caregivers in mind who can help in short-notice situations.
- If the client’s care level allows, offering an alternate day or time to make up for services missed.
If nothing works...
If you’ve tried all available options and still can’t secure coverage, reach out to your fellow supervisors in the Teams chat for additional support. Often, another supervisor may know a caregiver looking for extra hours or have ideas to help get the shift filled.
Remember!
You’re not alone in this—our team works together to make sure every client receives the care they depend on. Your quick thinking and collaboration make a real difference in keeping our clients safe and supported.
The HRC plays a critical role in monitoring legal documentation, licenses, and other requirements so that caregivers remain eligible to provide care without interruption.
When a caregiver approaches non-compliance, the HRC notifies both the caregiver and the Home Care Supervisor (HCS) at one month, two weeks, one week, and the day before removal from the schedule. This allows time for the caregiver to address any missing requirements.
Caregivers are kept partially active for 30 days to submit required documents, and if compliance is not met, they are fully terminated. This process balances fairness with the agency’s responsibility to remain compliant.
Non-compliance can lead to paybacks to insurance companies and negative audit marks, which harm the company financially and reputationally. Proactive oversight by the HRC helps prevent these outcomes.
Don’t Forget the Positive Side
While constructive feedback is important, sharing appreciation and uplifting the positive feedback we receive from clients is just as essential.Recognizing great work strengthens trust, boosts morale, and deepens the relationship between the caregiver and the HCS. Celebrating wins—big or small—shows caregivers that they are valued, seen, and supported. At the end of the day, we are a partnership—we don’t own their time; we rent their time. The only reason any of us have a job is because there are caregivers willing to provide care and clients who need that care. When we honor that partnership with both accountability and appreciation, everyone benefits.
When in doubt, loop in your HRC! They enroll caregivers during orientation so chances are they have some hidden tricks to getting them back in!
If your caregiver can't clock in/out -make sure their location services are enabled, that they are within 5m of the client location, that the time is within 15 minutes of their start and end time, and their wifi is stable.
Caregiver Can't Clock In/Out
After verifying with the client that the shift was completed, you can attach the signature on file to the open carelog.
Shift Missing Signatures
This walkthrough can be sent to caregivers who need a refesher on how to confirm their shift. Since this only needs to be done on the first shift with a client to confirm the care plan and then annual for updates.
Shift is Unconfirmed
Caregiver Can't Login
Ask your HRC to send a password reset link to their account and have them verify that the ability to login is enabled on their Wellsky profile.
First, figure out which tasks or medications need delegation and confirm with the nursing supervisor if unsure. Call the client or their responsible party to explain the need, review pricing, and coordinate a time that works for everyone. Make sure you have physician orders, caregiver licenses, and delegation certifications ready, then send them to the nursing supervisor. During the delegation, in-person is best—but if virtual, set up Microsoft Teams and host the meeting. Afterward, add caregiver shifts to WellSky, and the nursing supervisor will upload the RN shift and all completed documents to the client chart.
Don't forget to read through the SOP the first time you have a nurse delegation referral!
When an accident happens, the first thing to do is make sure everyone is safe. Check on the injured person—if it’s serious, call 911 right away. Next, the caregiver should notify the Home Care Supervisor (HCS) know as soon as possible. Give them a clear picture of what happened and who was involved.
Then comes documentation. Fill out an Incident Report Form as soon as it’s safe—ideally the same day. Include the essentials:
- Date, time, and location
- People involved
- What happened
- Any actions taken (first aid, calls, notifications)
Finally, make sure the injured person gets the care they need. Your branch manager or Home Care Director will review the report and handle next steps, but take a moment to think about how similar accidents could be prevented in the future. Reporting and documenting right away helps everyone stay safe and keeps our team learning and improving together.
Time off
To add time off in your Wellsky account, add an availability block (to either your TOR or the CG schedule) and make sure you choose the reason as Vacation/PTO or Sick/PSST. Be sure to add the memo stating how many PTO hrs they'd like to use and that the boxes marked for "show on billing" and "show on accounting" is checked. You must check Paychex to make sure they have the full amount of PTO to be used as we cannot approve more than what they've accrued.
Chances are you will take time off at some point with the company whether you're sick, taking a vacation or have a last minute emergency. When this happens, don't stress, we've got you covered!
- For day of call outs or emergency schedule changes:
- Reach out to your direct supervisor (Lead, Regional Manager or Director) to inform them of the circumstance and come up with an action plan for coverage if possible
- For vacation time/planned time off:
- Send requests to your department director and your lead/regional manager
- Once approved, add your time off to the following:
- Company Spreadsheet - linked on the right side
- Wellsky calendar - linked on the right side.
- Talk to the other HCS's to see if anyone is available to provide support for your team while you are out of office.
- The work day before you leave for time off, send a recap email to your backup support person, your lead/regional manager and your department director with any open items or action items that will need support while you are out.
Always greet and introduce yourself to the client and review expectations as you enter the home. Some of your clients you may have to introduce yourself to each time you enter the home.
Orientation Topics
Click on the link for a full list of agency required topics to cover during orientation! Below we will cover high priority topics our HCS's have identified.
Keep busy throughout your visit, and if tasks are complete, ask if there is anything else you can do. Engage the client in conversation while avoiding oversharing personal details, and let them know when a task is finished.
First Steps
Keep your phone put away unless you are on a break, and let the client know when you are taking one. For non-urgent matters, call during business hours and leave a message after hours if needed, as messages may not be seen until the following morning.
Staying Busy & Engaged
Phone & Communication
Provide as much notice as possible for time off and notify at least two weeks in advance if you want to drop a client. Clock in and out for all shifts, contact the HCS if you are running late or have concerns, and avoid discussing your schedule with clients.
Scheduling & Attendance
Always wear your badge and bring gloves, and avoid oversharing personal issues or discussing politics. Do not take keys from clients, use strong perfumes or scented lotions, or talk about clients with other caregivers.
Professionalism & Boundaries
Providing timely, direct coaching is essential to helping caregivers grow, stay aligned with expectations, and deliver excellent client care.
Fedelta follows a clear and fair progression when coaching caregivers:
- Verbal Coaching + Documentation
- Have a direct, supportive conversation.
- Document the discussion in their file.
- Formal Written Coaching (In-Office)
- Review the issue in person, outline expectations, and set clear next steps.
- Caregiver signs acknowledgment.
- Termination With Cause Letter
- Used if issues persist or if expectations are not met after coaching.
Why the HCS?Because the HCS is the caregiver’s direct support system. They understand the client needs, agency standards, and can provide consistent, fair guidance. When feedback comes from the right person, caregivers are more receptive and feel supported rather than penalized.
Performance concerns—whether they involve client complaints about caregiver conduct, difficulty clocking in or out, inappropriate communication, and attendance or reliability issues —should always be addressed directly by the HCS.
Info
Termination Process
When a caregiver’s performance, conduct, or reliability no longer meets Fedelta’s standards—despite prior coaching—the HCS and HRC work together to move forward with a formal termination.
Termination With Cause Letter
Possible Scenarios That May Lead to Formal Termination:
- Repeated attendance issues after verbal and written coaching, including no-call/no-shows or pattern of unreliability.
- Serious behavioral concerns, such as being rude or aggressive toward clients, families, or staff.
- Failure to follow care plans or safety protocols, resulting in risk to client wellbeing.
Initiate the Termination Request:The HCS will provide details, documentation, and prior coaching history to the HRC and request a termination be completed with whether the caregiver is eligible to rehire in the future.
Notify the CaregiverThe HRC & HCS will determine whether the caregiver should come into the office for a termination meeting or should receive a Termination With Cause letter via email or physical mail.
Deactivate Accountsthe HRC deactivates all caregiver accounts—including Paychex, Wellsky, and HCP to ensure clean closure and reduce compliance risk.
As a Home Care Supervisor, you’ll use Paychex Flex to access your benefits, paystubs, PTO, and W-2 documents. Caregivers should be directed to their HRC for access and any questions about these documents or the platform itself.
Private Pay SOP
Medicaid SOP
All contact information can be found in our company directory!
Leadership: Flanna Perkins - CEO Sang Nguyen - Home Care Director
- Vancouver
- HRC - Ashley
- HCS - Garrett
- Regional Branch Manager - Green
- Portland
- HRC - TBD
- HCS - Destiny
- Regional Branch Manager - Green
- Olympia/LMT
- HRC - Danielle
- HCS - Christine
- Branch Manager - Dana
- Northgate
- HRC - Cecilia , Elisabeth, Bailey
- HCS - Krystianne, Tatyana, Jill, Paul
- Lead HCS - Heather
- Snohomish
- HRC - Savana
- HCS - Elizabeth
- Lead HCS - Julia
- Federal Way
- HRC - Felecia
- HCS - Kelly
- Lead HCS - Sarah
- Tacoma
Did you know? Activated Insights reaches out to clients first—and if they can’t respond, they’ll call the listed point of contact. Keep your contact info current to ensure accurate reports!
When a Caregiver Applies for L&I
- Gather Details
- Thank them for sharing and note:
- Date and time of injury
- What happened and where
- If medical care was received
- L&I claim number (if available)
- Notify the Right People
- Contact your HRC and Administrator right away.
- If the caregiver is currently scheduled, pause shifts until cleared.
- Document Everything
- Write an internal note with all details and save it in their file.
- Support the Caregiver
- Encourage them to follow up with their provider and HR.
- If approved for light duty, help coordinate possible office or non-physical work options.
- Stay in Touch
- Keep communication open with HR.
- Do not return the caregiver to the field until HR confirms medical clearance.
When to Report: If you ever see or hear something that makes you worry a client may be unsafe — report it.
- This includes:
- Abuse (physical, emotional, financial, or sexual)
- Neglect or self-neglect
- Unsafe or unsanitary living conditions
- Signs someone is taking advantage of a client
How to Report:
- Gather details – client info, what happened, who was involved, and when.
- File the report – call 1-866-END-HARM or submit online at dshs.wa.gov
.
- Inform your team – let your other HCS's, HRC's and Home Care Director know and document the concern.
Remember!
You’re not placing blame — you’re protecting someone who may not be able to protect themselves. Your report can truly make a difference. 💙
Caregiver Miles
Where we use triplog to track our internal employee miles, caregivers report their miles through wellsky and the HCS will verify them during payroll to avoid any discrepancies or overages with client insurance plans.
Watch this Video on How to Add Miles to a care log
Can all Caregivers Claim Miles?Only a caregiver with a signed driving agreement, up to date license and car insurance and clean driving record can claim miles. Ask your HRC if you're unsure if someone qualifies!
Things to watch out for:
Client Mileage Limits - some insurers only approve a set amount of miles per month. Always check the authorization. False Miles Claimed - always verify with the client if something seems off.Miles For Medicaid Clients - do not bill client for the miles, Fedelta pays out the miles to the caregiver and we get reimbursed by the insurer.
How Should a Caregiver Track Miles?At the end of their shift a caregiver can add a total number of miles driven and a description of why when they clock out in Wellsky app.
What Miles Can Cargeivers Be Remibursed For?
- Driving between clients
- Appointments or errands for a client
- Ie groceries, doctors, beauty services, entertainment activites
PRivate Pay
For private pay clients, billing rates are determined when the client first begins services and may differ slightly from a caregiver’s base pay. The HCS is responsible for manually adjusting care logs to apply the correct differential for each shift. While Accounting sends weekly emails for corrections, HCSs are expected to audit care logs daily to prevent delays.
View the current differentials here
Starting Care
One key distinction to remember: - Private Pay Clients: You’ll often help create their care plan directly, tailoring it to their individual needs. - Medicaid, L&I, and VA Clients: These clients already have state-approved care plans provided by their case managers. These plans cannot be changed, as the state has agreed to pay for only the specific services listed.
Getting a new client set up starts with making sure we understand their needs and can provide the right support. From the first call, we follow a clear process to ensure everyone—client, caregiver, and team—is set up for success.
- Intake Submission:
Our intake team connects with the client to gather the basics:
- Care needs
- Preferred times and dates
- Caregiver preferences
- Contact information
- Any specific requirements, like driving, pets, or smoking in the home
- Supervisor Review:
The supervisor reviews the request to see if the client is a good fit and approves interest.
- Next Steps if Approved:
- Insurance-covered clients: The intake team works with the case manager to get the Assessment Document (AD) and Service Summary (SS).
- Private-pay clients: A home visit is scheduled to review care needs and make sure everything is in place for a smooth start.
Payor Types Accepted at Fedelta
- L&I
- LTC
- Some individual or private health insurance plans.
At Fedelta, every client receives the same high-quality care and attention—no matter their payor type. While the payor source doesn’t change how we care for clients, it does impact the rates we’re able to pay caregivers for each visit. On the next slide, you’ll see a breakdown of pay rates by shift type, along with differences in how clients are set up.
When discrepancies are found, start by reviewing shift records, Care logs, care documentation, and client notes to understand the situation
Schedule a private, professional meeting with the caregiver. Clearly explain what was observed, provide examples, and give them a chance to explain—sometimes mistakes are unintentional.
Remind the caregiver of Fedelta’s policies on accurate reporting and care log compliance. Explain corrections:
- Non-Medicaid / Private Pay: Adjust overpaid hours/mileage in the next payroll or repayment.
- Medicaid / Payor-Limited Hours: Reimbursement may not be possible if the client lacks available hours, but documentation will reflect the correction.
Clarify that repeated falsification can lead to disciplinary action, up to termination.
Document the session in the caregiver’s internal file and follow up to ensure future accuracy, offering support and guidance as needed.
Why Do I Need An Authorization?
An authorization on each care log is required to ensure the service provided is approved and billable, preventing missed reimbursement or compliance issues. If a care log doesn’t have an authorization attached, the service may be considered unapproved, which can lead to denied billing, delayed or lost reimbursement, compliance issues, and potential audit flags. It could also cause confusion about what care was approved for the client.
Don't have access to ProviderOne?Reach out to the accounting department with your lead or branch manager CC'd so that they can create a login for you or share how to obtain authorizations moving forward.
Video Example
Info
Helping caregivers clock in and out is one of the most common support tasks for HCS. Watch the video above to learn how to guide them through confirming a shift and clocking in/out on WellSky. Remember: if a caregiver can’t clock in/out, they should check location settings, ensure they’re within 7 minutes of their shift start, and still be in the client’s home when clocking out.
Office Expectations
Field Expectations
- Spend your first 90 days in the office Monday–Friday to build rapport with your team and learn your role in a focused environment.
- Dress professionally and follow our company dress code while in the office.
- We are a scent-free company—please avoid heavy perfumes, detergents, or body products.
- Work a full 8-hour shift, starting between 8–9 a.m. and ending between 4–5 p.m. HCS's are on call after 5pm and before 8am for emergency situations. It is expected that you periodically check messages for emergencies during these hours.
- Come with a positive attitude, a willingness to learn, and an eagerness to participate.
- Visit client homes to perform assessments and open cases for new clients.
- Dress professionally and represent the company in a positive, consistent manner.
- Attend marketing events as a company representative.
- Bring necessary tools for the day, including chargers and laptops, and keep these items secure while in the field.
- Conduct performance evaluations efficiently and professionally.
- Manage your time effectively to balance client visits, administrative tasks, and event responsibilities.
- Maintain a proactive, professional attitude while interacting with clients, caregivers, and the community.
Home Care Supervisor ToolKit
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Transcript
Home Care Supervisor ToolKit
Start
Your Role & Your Team
Resources & Support Links
Caregiver & Client Relationships
Billing & Payroll
Marketing Events
Index
Frequently Used Apps & Sites
Common Scenarios & Questions
RoleOVerview
“There are only four kinds of people in the world. Those who have been caregivers. Those who are currently caregivers. Those who will be caregivers, and those who will need a caregiver.”
What is a HCS?
The Home Care Supervisor plays a vital role in ensuring that clients receive high-quality, compassionate care in their homes. This role involves overseeing daily care operations, supporting caregivers, and maintaining compliance with company policies and regulatory standards. As a new Home Care Supervisor, you will serve as a bridge between caregivers, clients, and the management team, fostering a positive and safe environment for both staff and clients.
― Rosalyn Carter
Info
The HCC & The HCS
Targeted Recruitment & Hiring Events
The Home Care Coordinator (HCC) and Home Care Supervisor (HCS) share a close professional partnership that is essential to the success of our team and the care we provide. The HRC focuses on recruiting, onboarding, and supporting caregivers, while the HCS ensures those caregivers are matched with the right clients and receive the guidance they need in the field. Together, they collaborate daily to maintain strong communication, address staffing needs, and create a positive experience for both caregivers and clients. This teamwork not only helps the business grow but also strengthens our ability to provide meaningful jobs and quality care throughout the communities we serve.
The HCS can collaborate with the HCC to identify high-need areas or client-heavy regions and request support in planning local hiring or marketing events.
Caregiver Retention & Engagement
The HCS can work with the HCC to develop strategies to keep current caregivers engaged, such as recognition programs or stay interviews.
Onboarding & Office Support
The HCS can rely on the HCC for coordinating new orientations, app troubleshooting, and compliance follow-ups to make sure caregivers stay active and shifts go uninterrupted.
Internal Resources & Support Links
Copies of these Documents are kept in the Fedleta Home Care Client Relations Sharepoint Site!
HCS ExpectationsAs a HCS, no two days are alike! Some days you’ll be in the office, other days out in the field, and sometimes representing Fedelta at events. Here are a few things to keep in mind as you move between these environments.
Policies & Procedures All of Fedelta's official Policies and Procedures in a living document updated annually to reflect new changes.
Meet Your Team!
Employee HandbookFedelta's employee expectations, company policies, holidays and legal benefits. This document is updated annually to reflect any new changes.
Time Off At Fedelta, we offer a flexible PTO plan that you can use for a variety of situations — whether it’s a vacation, a mental health day, travel, or celebrating an important event. Administrative employees become eligible to use paid leave starting on their 90th day of employment.
Client Care
Opens & Interviewing for the RIGHT Client
As a Home Care Supervisor, your main focus is really on making sure each client is receiving the right level of care and support at all times. You’re the bridge between the client, their caregivers, and the rest of the care team. That starts with managing new client “opens” — getting assessments completed, care plans set up, and making sure authorizations and documentation are ready before services begin. You’ll work closely with your HRC to match each client with the right caregiver and keep an eye on open shifts to maintain continuity of care.
Finding the right client for Fedelta means more than just matching care needs—it’s about partnership. The ideal client is flexible, meets payor requirements, and is open to caregivers from all backgrounds and walks of life. They prioritize safety and ensure their home meets care standards, while being respectful and collaborative, creating an environment where caregivers can provide the best possible support.
Client Profiles & Documentation
Accurate notes keep client accounts safe, consistent, and effective. Always check the SOP to handle Medicaid vs. private-pay setups correctly from the start.
Home Visits & Maintenance of Care
Client care doesn’t end after the client is onboarded. Continuous engagement ensures we provide the best support and maintain strong client-caregiver relationships.
Caregiver Relationship
Orientation
As a Home Care Supervisor, you’re the go-to person for caregivers — guiding them, supporting them, and ensuring they understand client care plans, follow agency policies, and deliver quality service. You provide guidance, coaching, and ongoing feedback to help caregivers improve performance and maintain compliance. When necessary, you also address disciplinary issues, documenting concerns and following proper disciplinary steps to keep standards high while maintaining a supportive environment.
Coaching & Feedback
Formal Write Up & Termination
Compliance & HRC Partnership
Caregiver Appreciation
Billing & Payroll
Troubleshooting Shift Issues
You play an essential role in keeping billing and payroll running smoothly. By checking caregiver hours and mileage, monitoring overtime and insurance limits, and making sure care logs are signed by both clients and caregivers, you help ensure everything is accurate. In short, you’re making sure our services are documented properly so clients get the care they need and caregivers are paid fairly.
Authorizations & ProviderOne ID's
Mileage Reimbursement
Medicaid, LTC, VA, L&I or Private Insurance
Private Pay
At Fedelta, there are genrally two categories a marketing event falls under, either to garner new clients or to building relationships with other community partners in the industry, All Fedelta staff memebers support the Marketing team with these events. People want to connect with the ones they will work with on the day to day, this helps spark a connection from the first conversation. Don't over think it! Remember, you're the expert here, it's important to speak from the real perspective of working with our caregivers and clients.
MArketing Events
RP
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Client events are often booths at a resource or community fair. When events in your area come up, our Marketing Director Mike will work with your Lead/Manager directly to register the team members for the event and send out details.
Relationship partner events vary in formality, they can be any where from booths at a job fair or happy hour meet and greet with other industry members, to volunteer oprotunites at local senior/community centers.
Frequently Used Apps & Sites
Wellsky Personal CareOur scheduling and documentation platform used for caregiver clock-ins, clock-outs, and viewing client care plans. It supports communication, scheduling, and compliance for home care services.
Goto (Digital Phone)Used for calls, voicemail, and texts. It allows staff to manage client and caregiver calls from their desk or mobile device while keeping professional phone lines separate.
Paychex Flex Our payroll and HR management system used to track PTO, view paystubs, manage benefits, and access tax documents.
Provider OneWashington State’s Medicaid management portal used to verify eligibility, submit claims, and manage authorizations for state-funded clients and services.
Triplog (Mileage Tracker)A mileage tracking app that automatically logs work-related driving. It’s used to document travel for client visits and submit accurate mileage for reimbursement.
Home Care Pulse A feedback and satisfaction platform used to gather client and caregiver surveys. It helps agencies measure quality of care, track satisfaction trends, and identify areas for improvement.
Sharepoint A secure internal site used to store, organize, and share company documents, forms, and resources.
Common Scenarios & Questions
A caregiver calls out after hours/ on a weekend?
How do I conduct a nurse delegated referral?
How do I file an APS report?
What is our PTO policy for caregivers?
My caregiver falsely claimed miles or hours?
My client passed?
My caregiver applied for L&I?
An accident or injury to the client or caregiver occurs?
Remember, We're All In This Together!
Even independant roles need help from others to get the job done. Don't forget you have a team full of other Supervisors, coordinators, and managers here to support you!
Connect with Us!
To ensure clients continue to receive the highest quality support, the Home Care Supervisors play a key role in ongoing engagement, evaluation, and improvement.
HCS Key Responsibilities for client after care:
Insurance Payors
Insurance payors like Medicaid, L&I, VA, and LTC provide financial support for home care services, reducing out-of-pocket costs for clients. Pay rates for these programs are set by each individual payor and are reassessed annually. Unlike private pay clients, caregivers working with insurance payors are paid their base rate for each shift, and services must follow strict eligibility, authorization, and documentation requirements to ensure compliance and reimbursement.
View the current pay rates here
Caregivers are eligible to use accrued Paid Time Off (PTO) after their 90th day of employment to cover any confirmed shifts missed due to vacation or illness. To qualify for PTO use:
If a caregiver was not previously scheduled for a shift, PTO may not be applied. PTO cannot be cashed out under any circumstances. Additionally, PTO usage is limited to the number of hours the caregiver is scheduled to work in a given week. For example, a caregiver scheduled for one 8-hour shift per week may use up to 8 hours of PTO to cover that time.
These are a few of the Home Care Supervisor's core responsibilities:
Team Leadership & Support
Scheduling & Staffing
Client Care Oversight
Communication
Compliance & Documentation
Problem-Solving
Continuous Improvement
If a Client Passes While a Caregiver is on Shift
If a Client Passes Outside of an Active Shift
What to Expect...
Dress Code:Business Casual is typically safe to go with. If there are specific requirements for the facility they willl be noted in the details sent after registration. Ie, closed toed shoes or long sleeves etc. Supplies/Prep: Every office has a marketing bin with signs, banners, tablecloths, notepads, pens, branded swag and brochures. Check this a few days before the event to restock anything missing. Reccomended to purchase flowers and candy for the table top day of. Time Frame:Events typically last between 2-4 hrs and take place Monday-Friday. Note some events may start after 5pm, in these cases, you will connect with your Manager/Lead to flex your hours for that day. Food: Some events will have vendor catering, if lunch is not provided your lead/manager will let you know if a budget is provided for staff lunch or if you will need to make arrangements for that day.
What to Expect...
Dress Code:Business Casual is typically safe to go with. If there are specific requirements for the facility they willl be noted in the details sent after registration. Ie, closed toed shoes or long sleeves etc. Supplies/Prep: Every office has a marketing bin with signs, banners, tablecloths, notepads, pens, branded swag and brochures. Check this a few days before the event to restock anything missing. Reccomended to purchase flowers and candy for the table top day of. Time Frame: :Events typically last between 2-4 hrs and take place Monday-Friday. Note some events may start after 5pm, in these cases, you will connect with your Manager/Lead to flex your hours for that day. Food: Some events will have vendor catering, if lunch is not provided your lead/manager will let you know if a budget is provided for staff lunch or if you will need to make arrangements for that day.
There are always new events and connections that we may not know about yet, if you hear about one in your area or another area we have a Fedelta location in, send the information to Mike at Mike.carnagey@fedeltahomecare.com!
As a Home Care Supervisor, you hold a unique salaried position that occasionally requires flexibility outside of standard business hours. Our clients rely on consistent care, and sometimes that means stepping in to help problem-solve when unexpected situations arise—like a caregiver calling out for an evening or weekend shift.
If nothing works...
If you’ve tried all available options and still can’t secure coverage, reach out to your fellow supervisors in the Teams chat for additional support. Often, another supervisor may know a caregiver looking for extra hours or have ideas to help get the shift filled.
Remember!
You’re not alone in this—our team works together to make sure every client receives the care they depend on. Your quick thinking and collaboration make a real difference in keeping our clients safe and supported.
The HRC plays a critical role in monitoring legal documentation, licenses, and other requirements so that caregivers remain eligible to provide care without interruption.
When a caregiver approaches non-compliance, the HRC notifies both the caregiver and the Home Care Supervisor (HCS) at one month, two weeks, one week, and the day before removal from the schedule. This allows time for the caregiver to address any missing requirements.
Caregivers are kept partially active for 30 days to submit required documents, and if compliance is not met, they are fully terminated. This process balances fairness with the agency’s responsibility to remain compliant.
Non-compliance can lead to paybacks to insurance companies and negative audit marks, which harm the company financially and reputationally. Proactive oversight by the HRC helps prevent these outcomes.
Don’t Forget the Positive Side
While constructive feedback is important, sharing appreciation and uplifting the positive feedback we receive from clients is just as essential.Recognizing great work strengthens trust, boosts morale, and deepens the relationship between the caregiver and the HCS. Celebrating wins—big or small—shows caregivers that they are valued, seen, and supported. At the end of the day, we are a partnership—we don’t own their time; we rent their time. The only reason any of us have a job is because there are caregivers willing to provide care and clients who need that care. When we honor that partnership with both accountability and appreciation, everyone benefits.
When in doubt, loop in your HRC! They enroll caregivers during orientation so chances are they have some hidden tricks to getting them back in!
If your caregiver can't clock in/out -make sure their location services are enabled, that they are within 5m of the client location, that the time is within 15 minutes of their start and end time, and their wifi is stable.
Caregiver Can't Clock In/Out
After verifying with the client that the shift was completed, you can attach the signature on file to the open carelog.
Shift Missing Signatures
This walkthrough can be sent to caregivers who need a refesher on how to confirm their shift. Since this only needs to be done on the first shift with a client to confirm the care plan and then annual for updates.
Shift is Unconfirmed
Caregiver Can't Login
Ask your HRC to send a password reset link to their account and have them verify that the ability to login is enabled on their Wellsky profile.
First, figure out which tasks or medications need delegation and confirm with the nursing supervisor if unsure. Call the client or their responsible party to explain the need, review pricing, and coordinate a time that works for everyone. Make sure you have physician orders, caregiver licenses, and delegation certifications ready, then send them to the nursing supervisor. During the delegation, in-person is best—but if virtual, set up Microsoft Teams and host the meeting. Afterward, add caregiver shifts to WellSky, and the nursing supervisor will upload the RN shift and all completed documents to the client chart.
Don't forget to read through the SOP the first time you have a nurse delegation referral!
When an accident happens, the first thing to do is make sure everyone is safe. Check on the injured person—if it’s serious, call 911 right away. Next, the caregiver should notify the Home Care Supervisor (HCS) know as soon as possible. Give them a clear picture of what happened and who was involved.
Then comes documentation. Fill out an Incident Report Form as soon as it’s safe—ideally the same day. Include the essentials:
Finally, make sure the injured person gets the care they need. Your branch manager or Home Care Director will review the report and handle next steps, but take a moment to think about how similar accidents could be prevented in the future. Reporting and documenting right away helps everyone stay safe and keeps our team learning and improving together.
Time off
To add time off in your Wellsky account, add an availability block (to either your TOR or the CG schedule) and make sure you choose the reason as Vacation/PTO or Sick/PSST. Be sure to add the memo stating how many PTO hrs they'd like to use and that the boxes marked for "show on billing" and "show on accounting" is checked. You must check Paychex to make sure they have the full amount of PTO to be used as we cannot approve more than what they've accrued.
Chances are you will take time off at some point with the company whether you're sick, taking a vacation or have a last minute emergency. When this happens, don't stress, we've got you covered!
Always greet and introduce yourself to the client and review expectations as you enter the home. Some of your clients you may have to introduce yourself to each time you enter the home.
Orientation Topics
Click on the link for a full list of agency required topics to cover during orientation! Below we will cover high priority topics our HCS's have identified.
Keep busy throughout your visit, and if tasks are complete, ask if there is anything else you can do. Engage the client in conversation while avoiding oversharing personal details, and let them know when a task is finished.
First Steps
Keep your phone put away unless you are on a break, and let the client know when you are taking one. For non-urgent matters, call during business hours and leave a message after hours if needed, as messages may not be seen until the following morning.
Staying Busy & Engaged
Phone & Communication
Provide as much notice as possible for time off and notify at least two weeks in advance if you want to drop a client. Clock in and out for all shifts, contact the HCS if you are running late or have concerns, and avoid discussing your schedule with clients.
Scheduling & Attendance
Always wear your badge and bring gloves, and avoid oversharing personal issues or discussing politics. Do not take keys from clients, use strong perfumes or scented lotions, or talk about clients with other caregivers.
Professionalism & Boundaries
Providing timely, direct coaching is essential to helping caregivers grow, stay aligned with expectations, and deliver excellent client care.
Fedelta follows a clear and fair progression when coaching caregivers:
Why the HCS?Because the HCS is the caregiver’s direct support system. They understand the client needs, agency standards, and can provide consistent, fair guidance. When feedback comes from the right person, caregivers are more receptive and feel supported rather than penalized.
Performance concerns—whether they involve client complaints about caregiver conduct, difficulty clocking in or out, inappropriate communication, and attendance or reliability issues —should always be addressed directly by the HCS.
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Termination Process
When a caregiver’s performance, conduct, or reliability no longer meets Fedelta’s standards—despite prior coaching—the HCS and HRC work together to move forward with a formal termination.
Termination With Cause Letter
Possible Scenarios That May Lead to Formal Termination:
Initiate the Termination Request:The HCS will provide details, documentation, and prior coaching history to the HRC and request a termination be completed with whether the caregiver is eligible to rehire in the future.
Notify the CaregiverThe HRC & HCS will determine whether the caregiver should come into the office for a termination meeting or should receive a Termination With Cause letter via email or physical mail.
Deactivate Accountsthe HRC deactivates all caregiver accounts—including Paychex, Wellsky, and HCP to ensure clean closure and reduce compliance risk.
As a Home Care Supervisor, you’ll use Paychex Flex to access your benefits, paystubs, PTO, and W-2 documents. Caregivers should be directed to their HRC for access and any questions about these documents or the platform itself.
Private Pay SOP
Medicaid SOP
All contact information can be found in our company directory!
Leadership: Flanna Perkins - CEO Sang Nguyen - Home Care Director
Did you know? Activated Insights reaches out to clients first—and if they can’t respond, they’ll call the listed point of contact. Keep your contact info current to ensure accurate reports!
When a Caregiver Applies for L&I
When to Report: If you ever see or hear something that makes you worry a client may be unsafe — report it.
How to Report:
Remember!
You’re not placing blame — you’re protecting someone who may not be able to protect themselves. Your report can truly make a difference. 💙
Caregiver Miles
Where we use triplog to track our internal employee miles, caregivers report their miles through wellsky and the HCS will verify them during payroll to avoid any discrepancies or overages with client insurance plans.
Watch this Video on How to Add Miles to a care log
Can all Caregivers Claim Miles?Only a caregiver with a signed driving agreement, up to date license and car insurance and clean driving record can claim miles. Ask your HRC if you're unsure if someone qualifies!
Things to watch out for:
Client Mileage Limits - some insurers only approve a set amount of miles per month. Always check the authorization. False Miles Claimed - always verify with the client if something seems off.Miles For Medicaid Clients - do not bill client for the miles, Fedelta pays out the miles to the caregiver and we get reimbursed by the insurer.
How Should a Caregiver Track Miles?At the end of their shift a caregiver can add a total number of miles driven and a description of why when they clock out in Wellsky app.
What Miles Can Cargeivers Be Remibursed For?
PRivate Pay
For private pay clients, billing rates are determined when the client first begins services and may differ slightly from a caregiver’s base pay. The HCS is responsible for manually adjusting care logs to apply the correct differential for each shift. While Accounting sends weekly emails for corrections, HCSs are expected to audit care logs daily to prevent delays.
View the current differentials here
Starting Care
One key distinction to remember: - Private Pay Clients: You’ll often help create their care plan directly, tailoring it to their individual needs. - Medicaid, L&I, and VA Clients: These clients already have state-approved care plans provided by their case managers. These plans cannot be changed, as the state has agreed to pay for only the specific services listed.
Getting a new client set up starts with making sure we understand their needs and can provide the right support. From the first call, we follow a clear process to ensure everyone—client, caregiver, and team—is set up for success.
Payor Types Accepted at Fedelta
At Fedelta, every client receives the same high-quality care and attention—no matter their payor type. While the payor source doesn’t change how we care for clients, it does impact the rates we’re able to pay caregivers for each visit. On the next slide, you’ll see a breakdown of pay rates by shift type, along with differences in how clients are set up.
When discrepancies are found, start by reviewing shift records, Care logs, care documentation, and client notes to understand the situation
Schedule a private, professional meeting with the caregiver. Clearly explain what was observed, provide examples, and give them a chance to explain—sometimes mistakes are unintentional. Remind the caregiver of Fedelta’s policies on accurate reporting and care log compliance. Explain corrections:
- Non-Medicaid / Private Pay: Adjust overpaid hours/mileage in the next payroll or repayment.
- Medicaid / Payor-Limited Hours: Reimbursement may not be possible if the client lacks available hours, but documentation will reflect the correction.
Clarify that repeated falsification can lead to disciplinary action, up to termination.Document the session in the caregiver’s internal file and follow up to ensure future accuracy, offering support and guidance as needed.
Why Do I Need An Authorization?
An authorization on each care log is required to ensure the service provided is approved and billable, preventing missed reimbursement or compliance issues. If a care log doesn’t have an authorization attached, the service may be considered unapproved, which can lead to denied billing, delayed or lost reimbursement, compliance issues, and potential audit flags. It could also cause confusion about what care was approved for the client.
Don't have access to ProviderOne?Reach out to the accounting department with your lead or branch manager CC'd so that they can create a login for you or share how to obtain authorizations moving forward.
Video Example
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Helping caregivers clock in and out is one of the most common support tasks for HCS. Watch the video above to learn how to guide them through confirming a shift and clocking in/out on WellSky. Remember: if a caregiver can’t clock in/out, they should check location settings, ensure they’re within 7 minutes of their shift start, and still be in the client’s home when clocking out.
Office Expectations
Field Expectations