MissionCare Collective recently sat down with the team at Comfort Keepers San Diego to discuss workforce strategy in home care. They shared how they're building a happier and more engaged team, reducing their turnover, and fostering a company culture where their team feels valued and recognized for the hard work that they do. The result? Less office chaos and a thriving home care agency.

Here is the full transcript.

"It's been a positive, an extremely positive, you know, experience, you know, coming into, bringing in a new platform into the company was a risk, you know. It was unknown, you know, we've had, I've talked to about other owners. We have, I know of at least two other owners that have gone on just because they just maybe to shut me up about it, you know, they, they've joined CoachUp Care. As far as the feature is just the data, the workforce scorecard, it's, you know, numbers don't lie, there's a story behind the numbers but be able to have those numbers. This is what really drives our business. You know, we can make all of our decisions based on those numbers and see what's working, what's not working and how we can make better decisions based on the numbers and the data that we do have.

So the three metrics that we, we track on CoachUp Care are the call offs, the no clock in or the Miss clock in, clock out and the missed shifts. So, for each specifically, I will say for the call offs and the tardiness, hey, that's another one too. It was a tardiness. It's about 2% over the year, 2% decreased. For the tardiness and the missed  shifts because we're actually because each week they're getting recognized and it's also driving home the point that it's about the safety for the client.

Since implementing CoachUp Care, we have seen less chaos within the office. More so because of the turnover rate has decreased. Many caregivers are more engaged with the platform, they feel  valued with the company and just being able again, going back to the surveys, being able to voice their opinions, how they feel with their hours, with their schedule. So with that, many of the caregivers have trusted the company more with their schedule and also just um within the office. They've seen less call call offs and just being able to staff more efficiently.

I like engaging with, with, with the caregivers and with even with other staff because internally on the admin side, we talk all the time you know, but now to bring that over to the caregivers. So yeah, it, now it's about 10-15 minutes a day now. It's fun. And we're, we're not even using the full platform yet. I mean, it's for probably maybe 70% use of the platform. And that's just because  it's so extensive and there's a lot of tools but there's not features for features, there's insightful features there, you know, the the data, the attempting to retain the flight risk index, the vibe surveys Eddie mentioned those are valuable tools that we use every day to improve our quality of work life.

Within my recruitment process, I use CoachUp Care throughout the interview. So in the interview, there's a question that I asked in terms of what is most important to you in a job slash company and many times, caregivers voice being heard, voice recognition because they've been in the industry, they've been in the field and they've been with other agencies where they're not heard, they're not being recognized for the hard work that they do. So that gives me that opportunity to introduce CoachUp Care and the language that I use is with caregiving, it's very difficult for caregivers to really make a connection with the company that they work for, with the other employees of the company. It's because you're on your shift,  you go to your shift and then you're going back home and that's it, there's no interaction. So with CoachUp Care, there's that ability to be recognized, to connect with other caregivers of different experiences, to ask questions and really just have an opportunity to be valued by the company.

I will say the impact across the business again, it's a universal impact. It's like a rising tide lifts all ships from, you know, if you have more caregivers, you know, everybody's happy. Accounting is happy, sales is even happier because now they know they're confident that not only do we have the numbers to support all the efforts that they're bringing in. It's the quality of the people that we're able to bring in as well. If you know, the characters are happier, their work product is happier. If Eddie's be able to find more quality candidates on myCNAjobs, then we have happier clients, happier clients means more business, more referrals and just all in all and as owners with, with my partner, that's a good feeling. That's a good feeling to know that we're walking in and everybody is just, just a little bit happier.

I will say if another owner is, is thinking about CoachUp Care, I would say do it. It's engagement and retention is yes, is a kind of new buzzwords nowadays, but it's not a lot of people are doing it and that's sad, you know, even when we first started, we had some kind of retention or engagement but not to this level. If you're on the fence, I would say just do it."