Care Pro Lead

About HomageHomage is a leading technology-led care platform that provides holistic care to individuals, families, and organizations. We are on a mission to transform the Community Care sector by bridging the gap between qualified Care Professionals and those who need care the most.About the roleThe Care Pro Lead is responsible for the end-to-end management of the organisation's full-time Care Pros (FTEs) and Part-Time Care Pros (PPTs). This includes onboarding, performance management, coaching, quality assurance, and joint supervision support, ensuring that all Care Pros are equipped, confident, and performing to the standard required to deliver safe and high-quality care to clients.Key responsibilities1. OnboardingPerforms onboarding for new FTEs and PPTs, ensuring they are properly inducted into company policies, care standards, and operational procedures before deployment.Walks new Care Pros through client expectations, house rules, and the specific care plan for their assigned case prior to the first visit.Verifies that new Care Pros have completed required documentation, training modules, and certifications (e.g. caregiving fundamentals, manual transfer, first aid) before deployment.Acts as the first point of contact for new Care Pros during their initial weeks, addressing questions and easing their transition into the role.2. Performance ManagementPerformance manages FTEs and PPTs, including setting expectations, tracking performance against KPIs, and addressing performance gaps in a timely manner.Conducts regular performance check-ins or reviews, documenting feedback and agreed action points.Identifies underperformance or conduct issues early, and manages the appropriate corrective process (verbal counselling, written warnings, performance improvement plans) in line with company policy.Monitors attendance, punctuality, and adherence to assigned schedules, escalating recurring issues where necessary.Maintains up-to-date performance records for each Care Pro to support appraisals, contract renewals, or offboarding decisions.3. Coaching & DevelopmentCoaches and supports FTEs and PPTs to enable their success, building their skills and confidence in delivering safe, quality and compliant care.Provides on-the-job guidance on caregiving techniques, communication with clients and families, and handling difficult or sensitive situations.Reinforces care best practices and compliance with Homage’s care policies and procedures, including but not limited to safe manual transfer, medication handling, incident identification and escalation, and adherence to approved scope of care.Observes for gaps in practice during JSVs, case discussions or performance follow-ups, and provides timely coaching to correct unsafe or non-compliant practices.Identifies individual development needs and recommends refresher training, upskilling or additional support where knowledge, skills or compliance gaps are observed.Serves as a mentor and point of escalation for Care Pros facing challenges on assignment, helping them problem-solve and apply the appropriate care and operational processes rather than disengage or resign.Recognises and reinforces good practice, helping to build a culture of safety, accountability and continuous improvement among Care Pros.4. Quality Assurance & SupervisionConducts audits and joint supervision visits to ensure care delivery meets required standards and to identify areas for improvement.Reviews care plans and visit/case notes for completeness, accuracy, and compliance with company protocols.Flags safety, hygiene, or care-quality concerns observed during audits and follows up to ensure timely resolution.Pays particular attention to common Severity 1 risk areas, including fall prevention, safe manual transfer, PDPA and confidentiality, safe medication handling, and safe handling of client property.Provides immediate coaching where gaps are identified, reinforces the relevant care policies and procedures, and escalates serious or repeated concerns through the appropriate incident or performance-management process.Gather client and family feedback during joint visits to assess satisfaction and surface issues before they escalate.Maintains audit records and reports trends or recurring issues to management to inform training or process improvements.Coordinates and is informed on Care Pro re-training or coaching required following Severity 1 incidents, ensuring corrective action is completed and closed out.5. Shadowing & On Ground SupportShadows first-time Care Pros who require additional confidence-building in Manual Transfer (MT) techniques, providing hands-on guidance during client visits.Provides real-time coaching and hands-on demonstration during the shadowed visit, correcting technique and reinforcing safe practices.Assesses the Care Pro's readiness following the shadow visit and determines whether further shadowing or training is required before they are signed off to work independently.Coordinates with the sourcing/recruitment or scheduling team to match suitable Care Pros to bespoke cases based on client needs and Care Pro strengths.Remains on call or contactable to support Care Pros in the field with urgent issues arising during visits, escalating to management where needed.6. Leave & Roster Utilisation ManagementReviews and approves FRCP leave applications (annual leave, MC, hospitalisation, urgent leave) in the HR system, ensuring requests meet the required notice SLA before approval.Tracks FRCP and LPPT roster utilisation on a regular basis (e.g. multiple times per week) to identify shortfalls in coverage early.Works with the scheduling/support team to ensure visits affected by approved leave are reassigned or covered without disruption to clients.About youPrior experience in caregiving, homecare, or healthcare operations, with exposure to managing or supervising frontline care staffStrong understanding of caregiving practices, including manual handling/transfer (MT) techniquesExperience managing or working with foreign domestic/care workers is preferredStrong coaching, people management, and conflict-resolution skillsComfortable with fieldwork and travelling to clients' homes for audits, shadowing, and joint supervisionOrganised, detail-oriented, and able to manage multiple Care Pro cases, escalations, and approvals concurrentlyFamiliarity with leave/HR systems (e.g. Talenox or equivalent) and roster/visit management systems is an advantageWhat’s in it for you?Hybrid Work - Working from both home and our wonderful officeESOP - Employee shares program so that we all own and share in the success of the dedication, care and hard work we put inAnnual Salary Reviews, alongside our modern approach to Performance ManagementRegular social events - Weekly, Monthly, Quarterly & Yearly.