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The Client Management Assistant (CMA) works directly under the supervision of the Director of
Nursing and the Operations Integration Coordinator. The CMA will work closely in cooperation with Nurse Case
Managers with whom caseload management as defined in this job description will be shared. The CMA is expected to complete Service Agreement negotiations, home safety assessments and care plans with each client assigned to him or her. Subsequent to these tasks, the CMA will provide service introductions to caregivers who are assigned to work with the clients taken into service by the CMA. These introductions are done by phone and in person asappropriate to clients situations.
Following each of these activities, the CMA will document all professional activities, communications and facts in
the TLC computer-based program for record keeping known as Generations. In cooperation with Nurses, the CMA may serve as a liaison between clients, family members and other professionals with whom a client is associated. Furthermore, it is expected that the CMA, as a field representative, will contribute to the overall growth and success of TLC Homecare and Nursing. Occasionally, the CMA will be called upon to support caregivers working with clients who entered service with the help of the CMA. Or the CMA could be invited to develop and present staff education programs. Inevitably the CMA serves as a public ambassador on behalf of TLC.
The CMA is expected to travel as needed throughout Central and Southern Vermont and the Upper Valley region of Vermont/New Hampshire. There may be times when the CMA is asked to travel beyond these limits to assist in
other regions where TLC has been asked to provide services.
Qualifications: The Client Management Assistant will have a minimum of high school education. A CMA with
experience in Home Care or Long-term Care is preferential. Any previous case management experience will
strengthen an applicants eligibility for the position. The CMA must be able to drive and possess a valid,
unencumbered drivers license. The CMA will be provided a company vehicle. He or she should also have a
working cell phone which may eventually be replaced by a company phone.
The CMA is expected to have good hearing, clear speech, and sound visual acuity. The CMA must speak, read and write English proficiently with strong, grammatical understanding. He/she must have good recall, be articulate, and possess the ability to organize and prioritize details. The CMA must have basic computer knowledge and experience with Microsoft applications and Google programs. Applicants must be willing to learn the use of the agencys management software known as Generations.
The CMA should possess basic skills for managing and coordinating tasks. He/she must have effective communication skills. The CMA should possess good problem-solving skills and a warm, congenial, patient and
professional attitude. The CMA is accountable for conveying a helpful, compassionate and knowledgeable attitudeeven when dealing with complaints and/or complex situations.
The CMA must be able to perform responsibilities without micro-management and being self-initiated is highly
desirable. The CMA is expected to become familiar with Vermont and New Hampshire Home Care Service
regulations, scopes of professional practices consistent with Home Care services and the demography and geographyof each state.
The CMA is expected to respond positively to address urgent, service requests that require scheduling flexibility.
However, the CMA will have 48 hours to complete an urgent care set-up, including a Service Agreement negotiationand Initial Assessment. The CMA is expected to work as an hourly, full-time employee (30 hours) each week. The week consists of Monday through Friday. There may be occasional emergent care set-ups on Saturdays that the CMA might be asked to do, but these are exceptions and not the rule. The CMA will be personally responsible forfitting scheduled, job-related activities within personal, non-work-related life activities in order to meet TLCsavailability expectations. Finally, after three months of carefully scrutinized orientation, the CMA will be expected to work thereafter with only limited oversight.
An applicant must provide three satisfactory work references, including a least two previous employers.
Applicants are required to submit to background checks which include both criminal and abuse, neglect or
exploitation records. Failure to pass these checks will disqualify an applicant for employment.
General Duties and Responsibilities:
1. Completes new client, Service Consultations and Agreements, including obtaining service deposits
from the client.
2. Conducts initial assessment of the care recipients needs and the care environment using instrument
crafted for this purpose.
3. Completes a Care Plan and enters pertinent information to the clients service record in the company
data saving system.
4. As directed, re-evaluates clients services and updates Care Plan accordingly
5. As appropriate, notifies Primary Care Provider by mail and sends a copy of the Care Plan within one
week of initiating service.
6. Participates in client/caregiver meet and greets as determined by case assignments given by the
Director of Nursing and the Scheduling Supervisor.
7. Reports changes of the care recipients conditions or needs to the family, the TLC Operations Team
members, and sometimes to other professionals assisting with care management.
8. Participates in evaluation and quality improvement of TLC services.
9. Conducts caregiver supervisory visits at least once every 90-180 days. The staff being supervised must
be delivering care at the time of the supervisory visit.
10. Maintains client files in accordance with state and agency guidelines.
11. Attends staff meetings in person, by Skype or conference call and other meetings as required or
suggested.
12. Provides caregivers with Service Binders, gloves and other necessary tools in each caseload clients
home. When full or at the close of a clients service, retrieve Service Binders and return them to the
South Burlington headquarters. The CMA is expected to periodically review Service Binders while
they are being used in the home.
13. File or support the filing of any reports of suspected abuse, neglect or exploitation of vulnerable adults
immediately upon self-discovery or upon receipt of another persons determination that there is a
reason to suspect. This is a Mandatory Report.
14. May assist the Director of Nursing or Education Coordinator with planning and presenting continuing
education programs as requested.
15. Submits weekly written time sheets of Client Management activities to the Director of Nursing each
Monday, and no later than 9 am.
16. Performs other duties as assigned by the Director of Nursing.
