Case Coordinator

It’s easy to go to work when you’re making someone’s day. Every day. As a Senior Helpers of North West Hartford Case Coordinator, you make a lasting impact that betters the lives of our clients and their families. Senior Helpers of North West Hartford caregivers provide one-on-one personal care to help our clients remain safe and independent in their home. We fit your area of expertise to the seniors you’ll care for.

If you are a caring and compassionate individual who enjoys caring for and helping others, takes pride in making a difference in others’ lives, and is interested in professional growth within a company, our caregiver position is for you. Apply to be a Senior Helpers of North West Hartford Case Coordinator today!

JOB DESCRIPTION

Case Coordinator – Certified Nursing Assistant (CNA)

Senior Helpers North West Hartford, Connecticut

Job Title: Case Coordinator – CNA
Department: Client Services and Operations
Reports To: Director / Owner
Employment Type: Full-time
Location: Senior Helpers North West Hartford, CT

1. Position Summary

Senior Helpers North West Hartford is seeking a compassionate, organized and proactive Certified Nursing Assistant (CNA) to join our team as a Case Coordinator.

This is a dual-role position combining office administration and client coordination with in-home client assessments and ongoing care oversight. The successful candidate will serve as an important link between clients, their families, caregivers and external healthcare and community partners.

The Case Coordinator will help ensure that every new client receives a timely, appropriate assessment, is matched with a suitable caregiver and receives reliable, person-centred support that promotes safety, dignity, independence and quality of life at home.

The role will support our Return Home program, helping clients transition from hospital or rehabilitation settings back into their homes, and our Flex Home program, providing flexible support tailored to individual needs.

The ideal candidate will combine hands-on care experience with excellent communication, administration, problem-solving and coordination skills.

2. Key Responsibilities

A. New Client Assessments and Care Coordination

• Conduct initial in-home client assessments and reassessments, following Senior Helpers policies, approved assessment tools and supervisory guidance.
• Gather relevant information about clients’ daily living needs, mobility, personal care, routines, preferences, living arrangements and support networks.
• Identify potential safety concerns, including falls risks, environmental hazards, difficulties with activities of daily living and gaps in available support.
• Document assessment findings accurately and contribute to the development and updating of individualized care plans within the scope of the role.
• Engage clients and families to understand their expectations and agree on appropriate support arrangements.
• Coordinate the commencement of services, ensuring that required documentation, care instructions and caregiver assignments are in place.
• Escalate changes in condition, safeguarding concerns, unmet needs and other risks to the appropriate manager or healthcare professional.
• Maintain regular contact with clients and families to monitor satisfaction and identify emerging needs.

B. Caregiver Recruitment Support, Coordination and Scheduling

• Coordinate caregiver assignments according to client needs, caregiver availability, skills, experience, location and continuity-of-care requirements.
• Support caregiver orientation, on-boarding, competency documentation and training.
• Maintain positive working relationships with caregivers, promoting accountability, professionalism and continuity of care.
• Help resolve routine scheduling and service delivery issues while referring complex concerns to management.

C. Office Administration and Client Records

• Serve as a professional and welcoming point of contact for telephone inquiries, prospective clients, families, caregivers and referral partners.
• Respond to inquiries, gather preliminary client information, document and track leads, and coordinate assessment appointments.
• Maintain accurate client records, care documentation, caregiver files, schedules and service commencement information within the agency’s approved systems.
• Ensure assessment forms, service agreements, care plans, contact information, and other required documentation are completed, updated, and properly filed.
• Support daily office operations through appointment scheduling, correspondence management, data entry, document preparation, and follow-up communications
• Maintain confidentiality and safeguard client and employee information in compliance with HIPAA and applicable privacy regulations.
• Assist with operational reporting, service reviews, documentation audits, and internal quality assurance activities
• Monitor outstanding paperwork and follow up with clients, families and caregivers to ensure records remain current

D. Communication and Relationship Management

• Build trusting relationships with clients, families and caregivers through clear, compassionate and timely communication.
• Provide regular updates to the Agency Director regarding new clients, assessment outcomes, service starts, staffing gaps and significant risks.
• Coordinate information between office staff, caregivers and management to support consistent service delivery.
• Assist with follow-up communications to prospective clients and referral partners.
• Represent Senior Helpers professionally when visiting clients’ homes or engaging with healthcare and community organizations.
• Contribute to a positive team culture focused on responsiveness, reliability and high-quality service.

3. Qualifications and Experience

Essential requirements

• Valid Certified Nursing Assistant (CNA) credential recognized by the State of Connecticut, with no restrictions or disciplinary actions.
• Valid driver’s license, reliable transportation and valid auto insurance.
• Previous experience in a care-giving, healthcare, home-care, senior-care or related client-facing environment.
• Strong administrative and organizational skills, including accurate record keeping and scheduling.
• Excellent verbal and written communication skills.
• Confidence communicating with older adults, families and caregivers.
• Ability to conduct client visits and assessments in accordance with training, agency procedures and the limits of the role.
• Strong attention to detail and the ability to manage competing priorities.
• Basic computer literacy and willingness to learn agency scheduling, care-management and documentation systems.
• Commitment to confidentiality, safeguarding, professional conduct and person-centered care.

Desirable requirements

• Previous experience as a case coordinator, care coordinator, staffing coordinator or office coordinator.
• Experience in home care, assisted living, rehabilitation, hospital discharge coordination or community-based services.
• Knowledge of dementia care, falls prevention, mobility support and the needs of older adults living with chronic conditions.
• Experience with electronic care-management or scheduling systems.
• Experience coordinating hospital-to-home transitions or supporting clients following rehabilitation.
• Familiarity with HIPAA, Connecticut home-care requirements and relevant incident reporting procedures.
• Experience communicating with healthcare providers, community organizations and referral partners.

4. Key Skills and Competencies

The successful candidate will demonstrate:

• Compassion and empathy: Treating clients and families with dignity, patience and understanding.
• Organization: Managing assessments, schedules, documentation and follow-up activities reliably.
• Communication: Sharing information clearly with clients, families, caregivers and management.
• Problem-solving: Responding effectively to scheduling gaps, service changes and client concerns.
• Risk awareness: Recognizing concerns and escalating them appropriately.
• Attention to detail: Maintaining accurate records and ensuring important actions are completed.
• Teamwork: Working collaboratively with office colleagues, caregivers and external partners.
• Adaptability: Balancing office responsibilities with client visits and changing operational priorities.
• Professionalism: Maintaining confidentiality, boundaries and a positive approach to service delivery.

5. Performance Measures

Performance will be reviewed against agreed objectives, which may include:

• Timeliness of initial client assessments and follow-up visits.
• Accuracy and completeness of client records and assessment documentation.
• Timely coordination of new client starts.
• Reliability of caregiver schedules and response to staffing gaps.
• Completion of required documentation and follow-up actions.
• Client and family satisfaction.
• Responsiveness to inquiries and service concerns.
• Timeliness and quality of incident escalation.
• Effectiveness of communication with caregivers and referral partners.
• Contribution to service retention, continuity of care and operational improvement.