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Getting started: home care success plan

The Success Plan is a step-by-step guide to smoothly integrate RTMs. It covers weekly goals, communication, and progress tracking, with strategies to build trust, set expectations, and expand responsibilities for long-term success.

Your 4-week guide to building a successful RTM partnership

Week 1: Introduction & Core Systems

Goal: Acclimate remote team members with your company, culture, and essential systems/tools.

Day 1: Account Setup  Welcome & Introduction
  1.  Account Set up: Ensure proper access to computers, email, phone systems, and software tools (scheduling software, communication tools, etc.).
  2. Orientation: Company history, values, mission, and key policies.
  3. Team Introduction: Meet key team members and stakeholders (e.g., HR, Operations, and other schedulers).

Resources: Welcome Email Template, Account Setup Checklist 

Day 2-3: Systems Training

Scheduling Software Introduction: Introduction to the primary scheduling system (WellSky or similar)

  1. Learn how to navigate the basics interface (if WellSky, supervisor is to just review basic functions with RTM)
  2. Basic functions (creating, modifying, and cancelling shifts)
  3. Reviewing caregiver and client profiles

Communication Tools Training:

  1. Overview of communication platforms (e.g., internal messaging system, phone protocol)
  2. How to communicate effectively with caregivers, clients, and the internal team
Day 4-5: Understanding Company Procedure
  1. Caregiver Onboarding Process: Review how new caregivers are onboarded and entered into the scheduling system.
  2. Client Intake Process: How new clients are set up, including preferences, care plans, and matching them with caregivers.
  3. Policies & Procedures: Review the company’s policies on cancellations, no-shows, last-minute changes, and emergency scheduling protocols.

Week 2: Hands On-Training & Shadowing

Goal: Begin performing actual scheduling tasks with supervision, and shadow experienced team members (focusing on communication style to caregivers).

Day 6-7: Basic Scheduling Task

Supervised Scheduling: Begin scheduling caregiver shifts under supervision (simple shifts).

  1. Match caregivers to clients based on availability, skills, and preferences.
  2. Handle basic modifications or cancellations.
  3. Learn to use flags or alerts for special client needs or requests.
Day 8-9: Shadowing & Observing Experienced Schedulers/Recruiters/Bookkeepers etc.

Shadowing Experienced Scheduler: Observe how a senior scheduler handles complex scenarios (e.g., no-shows, emergency requests, last-minute changes).

Critical Thinking in Scheduling: Learn to troubleshoot scheduling conflicts or challenges.

  1. How to manage urgent staffing needs.
  2. How to adjust to unexpected changes.
Day 10: Review & Feedback
  1. Supervisor Check-In: Review tasks completed so far and provide feedback.
  2. Q&A Session: Address any questions, challenges, or uncertainties.
  3. Assess Comfort Level: Determine whether the employee feels ready to handle more responsibility or if they need further training.

Week 3: Independent Scheduling/Recruiting & Advanced Tools

Goal: Take on more responsibility (starting with reevaluating RTM skills and reverse shadowing) with minimal supervision and begin using advanced tools or reporting.

Day 11-12: Independent Scheduling

Schedule Full Shift Roster: Independently schedule all shifts for a specific day or week, while adhering to company protocols.

  1. Schedule Full Shift Roster: Independently schedule all shifts for a specific day or week, while adhering to company protocols.
  2. Communicating directly with caregivers to confirm schedules.
Day 13-14: Learn Advanced Feature
  1. Advanced Scheduling/Recruiting Tools: Learn to use advanced scheduling features (e.g., recurring schedules, time-off management, shift swaps).
  2. Critical Thinking in Scheduling: Learn to troubleshoot scheduling/recruiting  conflicts or challenges.
Day 15: Supervisor Check In
  1. Review Independent Roles: Scheduling/Recruiting: Supervisor to review the schedules created during the week and offer feedback.
  2. Address Challenges: Discuss any difficulties encountered and solutions found.
  3. Continue Shadowing or Observation: If needed, shadow an experienced team member for any areas that require extra learning.

Week 4: Mastery & Problem Solving

Goal: Build confidence in handling complex scenarios and complete the training with full autonomy.

Day 16-17: Managing Complex Situations

Handling Emergency Scheduling Changes: Learn protocols for urgent situations (e.g., caregiver sick calls, sudden client needs).

  1. Use the scheduling system to quickly fill last-minute shifts.
  2. Learn how to communicate effectively with clients and caregivers in high-stress situations.
Day 18-19: Review Company Protocols & Best Practices
  1. Scenario-Based Exercises: Review real-world scenarios (e.g., cancellations, no-shows, unexpected caregiver absences) and practice problem-solving solutions.
  2. Optimizing Schedules: Learn to maximize scheduling efficiency while ensuring high-quality care for clients.
Day 20: Final Assessment & Feedback
  1. Final Review: Supervisor conducts a formal assessment of the employee’s skills, knowledge, and progress.
  2. Final Q&A: Address any remaining questions and concerns.
  3. Independent Scheduling: The employee is now expected to schedule all shifts for the upcoming week with full autonomy.