Who's Who at Home Instead

Over the next few weeks, we’d like to introduce you the office team who support our Care Professionals to provide outstanding care.  This week we’re talking to Emma, our Client Experience Manager.

What’s your role at Home Instead?

Hi I’m Emma, I am the Client Experience Manager for Home Instead Beverley and Hull. My role is to ensure that our clients always have the best support and experience. When a family contacts Home Instead and would like for us to look after their loved one, I visit potential client and their family to talk about how we can help.  This gives me the chance to learn about the client, their preferences, and how they like things done.  I can then create a detailed care plan of exactly how we will support that client.  Once we take the client on, I keep in regular contact with them by making quality assurance calls and reviewing our service to ensure our clients are happy with the support we’re providing and that it continues to meet their needs.

What did you do before coming to Home Instead?

Before Home Instead I worked alongside my Mum in a grocery store she owned, I really enjoyed working with my Mum, however the store had to close due to ill health of my dad. I then decided I wanted a complete career change, so I applied at Home Instead to be a Care Professional.  I had no knowledge of care.  I have gained a lot of knowledge and experience and worked my way up to be Client Experience Manager. I absolutely adore my job and love making a difference to people’s lives.

What does “To us its personal” mean to you?

To me to it means we spend the time getting to know not only our clients, but their family as well so that we can get a really good understanding of the client’s needs, likes and dislikes to enable us to provide support that is personal to them. We like to match the client to a care professional that we know they will really like and look forward to them visiting. Most of all we like to have care professionals on our team that we would be happy to support to our own loved ones. It warms my heart when I hear how much a client values their care professional and vice versa.

What do you like to do outside of work?

Outside of work I enjoy spending time with my family, I have a daughter, Lola, who is 11 years old going on 16 years old, she likes to keep me on my toes. We enjoy taking our Dachshund, Alfie, for a walk, he also loves going out in the car to the coast. I have a good circle of friends which I enjoy socialising with, we have an annual weekend away every year. I am also very close to my Mum and Dad, so I spend a lot of time with them.