Intake & Outreach Specialist

About the job

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 CareAcademy

About FirstLight Home Care of Montclair

At FirstLight 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.

Position Overview

As our founding Intake & Outreach Specialist, you will serve as the first voice of empathy, pioneer, and guidance for seniors and families seeking home care support during this exciting launch phase. Reporting directly to the Director of Business Growth, 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 as a builder 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 part-time position starts at 15–20 hours per week, primarily during standard weekday hours (Monday–Friday). Occasional evenings or weekends may be needed for family consultations, urgent hospital discharges, or community events. We will implement an on-call off-hours coverage rotation so no single team member is on call continuously.

As an early team member joining during our launch stage, you will play a pivotal role in shaping our agency's operational blueprint and local presence. This unique ground-floor position offers the chance to build workflows from the ground up, establish foundational community partnerships, and directly influence our growth trajectory. Successful pioneers in this role enjoy a clear path to full-time employment and direct advancement into key leadership roles as our regional footprint expands.

Key Responsibilities

• 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 WellSky 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 Individualized Service Plan, and execute the service agreement with warmth and empathy.
• 11-11:20 AM | System Logging & Operational Care Sync
• Log assessment details and home safety notes directly into WellSky Personal Care.
• Brief our Client Care Coordinator on the client’s personality, preferred schedule, and care needs to ensure a perfect caregiver match.
• 11:30 AM-1 PM | Grassroots Community Outreach (Field)
• Visit a local senior community center, adult day health program, or community health fair in our territory.
• Connect with program directors and staff, share FirstLight’s non-medical educational resources, and build grassroots awareness.
• 1-1:30 PM | Wrap-Up & CRM Pipeline Update
• Log daily outreach touches and partner visits in Zoho CRM.
• Send personalized follow-up emails and thank-you notes to families consulted during the morning, setting reminders for upcoming start-of-care dates.

What to Expect: Your First 90 Days

• Days 1–30 (Learn & Shadow):
• complete FirstLight orientation, engage in initial process discovery, and collaborate with leadership to refine early workflows
• master our intake and care planning protocols in WellSky and Zoho CRM
• shadow live in-home family assessments
• familiarize yourself with your assigned non-clinical community accounts across Chino, Montclair, Pomona, and Ontario
• Days 31–60 (Execute & Connect):
• take ownership of incoming family consultations: conducting in-home assessments within 24 hours of inquiry while launching regular grassroots outreach visits to local senior centers, mobile home communities, and civic organizations
• Days 61–90 (Own & Scale):
• operate with full field autonomy, maintaining rapid response times, high family conversion rates, and earning consistent performance bonuses

How We Measure Success

• Speed-to-Care: Maintaining a < 24-hour response standard from initial family inquiry to living room assessment.
• Consultative Conversion: Achieving a ≥ 75% assessment-to-admission rate through empathetic, personalized care planning.
• Community Engagement: Consistently completing scheduled visits to assigned grassroots community assets (senior centers, civic groups, elder law offices) and logging notes in Zoho CRM.
• Client Growth: Contributing 1-2 new admitted clients per month during ramp-up, directly driving your $150 milestone bonuses and effective hourly rate toward the $30–$38/hour target band.

Compensation, Incentive Structure, and Perks

We believe in rewarding high-touch care and proactive community engagement. Your compensation includes:

• Guaranteed Base Wage: $22-25 per hour for all administrative, community, and travel hours worked.
• Assessment Completion Incentives: $75 Assessment Bonus for every completed in-home client assessment.
• Admitted Client Milestone Bonuses: $150 bonus per admitted client welcomed to FirstLight Home Care of Montclair, awarded upon complete execution of the Client Service Agreement, deposit collection, completed Home Safety Assessment, and completed Individualized Service Plan hand-off to scheduling.
• Target Effective Rate: $30.00 to $38.00/hour based on hourly base pay combined with completed assessment bonuses and admitted client milestone bonuses.
• Expense Protections: Full IRS-standard mileage reimbursement at the prevailing IRS standard rate for all compensable travel between client homes and community sites, plus a monthly cell phone reimbursement stipend.
• 401(k) Retirement Savings Plan: Help employees build long-term financial security.
• Employee Referral Bonus Program: Generous cash bonuses for referring new caregivers or new client families to FirstLight Home Care of Montclair ($150-500 per referral across retention milestones)
• Paid Sick Leave: Up to 40 hours/year of job-protected paid sick leave.
• Paid Training & Professional Growth: We fully pay for all mandatory onboarding, orientation, and annual state training logs. Plus, we invest in your career by providing free access to CareAcademy’s library of 500+ health courses for self-directed learning whenever you want to sharpen your skills.

Qualifications & Experience

Don’t meet every single requirement? We know that compassion, emotional intelligence, and a drive to help others can’t always be captured on a resume. If you are excited about this role and our mission but your past experience doesn't align perfectly with every qualification, we encourage you to apply anyway. You may be exactly who we need!

• Experience: 1-3 years of experience in home care, healthcare coordination, social work, medical assisting (MA), nursing assistance (CNA/HCA), senior living intake/marketing, or clinical therapy roles such as Licensed Physical Therapists (PT/PTA), Occupational Therapists (OT/COTA), LVNs, or clinical care coordinators.
• Communication Skills: Exceptional verbal and written communication. High emotional intelligence with the ability to comfort anxious families and connect with community gatekeepers.
• State Compliance: Must possess or be willing to obtain California Home Care Aide (HCA) registration through the CDSS Guardian portal, including DOJ/FBI LiveScan fingerprint clearance and a cleared TB test. (We provide guidance through this process!)
• Mobility & Transportation: Active and valid California Driver’s License, reliable personal vehicle, and current auto insurance (field travel across our service area required).
• Physical Demands: Ability to occasionally lift, carry, and set up outreach materials, folding tables, and event displays weighing up to 50 lbs.

Preferred Qualifications (Not Required, but a Plus!)

• Bilingual Fluency: Spanish, Mandarin, Cantonese, or Tagalog highly desired.
• Local Network: Existing relationships with local discharge planners, senior centers, or case managers in the Chino, Montclair, Pomona, and Ontario areas.

What a Successful Candidate Looks Like

• An Empathetic Listener First: You naturally put anxious adult children at ease during family crises, listening with deep warmth and patience rather than treating calls like a sales pitch.
• A Self-Motivated Community Connector: You thrive when getting out from behind a desk to build genuine relationships with local senior centers, rehab teams, and community leaders across Chino, Montclair, Pomona, and Ontario.
• Calm & Solution-Oriented Under Pressure: When a family needs care started on short notice, you stay poised, ask the right discovery questions, and navigate complex transitions with grace.
• A Collaborative Team Player: You take pride in detailed assessment notes because you know that a seamless handoff to our office coordinators and caregivers is what guarantees a great client experience.
• Driven by Purpose: You find genuine fulfillment in helping seniors age safely and comfortably in their own homes, representing FirstLight’s Culture of Care in every interaction.
• Tech Comfort: Comfortable using mobile apps, Google Workspace, and digital scheduling/care management software.
• Pioneer Mindset: Comfort with ambiguity, initiative to improve workflows, and an entrepreneurial builder mindset as we establish our ground-floor operations.

Why Join FirstLight Home Care of Montclair?

• Flexible, family-friendly part-time hours (approx. 15-20 hrs/week).
• Meaningful work where your empathy directly impacts seniors’ independence and safety.
• Supportive, collaborative leadership team that values your voice and input.
• Opportunities to expand hours and leadership responsibilities as our agency grows.

FirstLight Home Care of Montclair is an Equal Opportunity Employer.