About Home Instead

For more than three decades, the Home Instead® network has been the world's leading provider of in-home care for older adults. Each Home Instead franchise offers an individualized approach to help keep aging adults comfortable and cared for at home. Globally, the Home Instead network supports the work of over 100,000 Care Pros and provides more than 60 million hours of care annually. Learn more at homeinstead.com.

Job Summary:

The General Manager is responsible for the overall operational, financial, and cultural success of the office. This role ensures alignment between mission, service excellence, staffing stability, compliance, and profitability.

The General Manager leads client services, recruitment, scheduling, and administrative functions while driving performance against key operational and financial metrics. This position requires strong leadership, strategic thinking, accountability, and the ability to balance compassionate care delivery with business discipline.

Key Responsibilities:

Operations Leadership

• Oversee daily operations of client services, recruitment, scheduling, training, and human resources functions.
• Monitor and improve operational workflows to ensure responsiveness, efficiency, and service excellence.
• Ensure alignment between client demand, staffing capacity, and service delivery.
• Establish clear performance expectations and hold department leaders accountable for results.
• Maintain consistent communication with leadership regarding performance trends and operational risks

Recruitment, Retention & Workforce Stability

• Lead recruitment strategy to meet current and projected service demands.
• Partner with Recruitment & Engagement Coordinator to ensure hiring standards are upheld.
• Monitor staffing metrics including applicant flow, hiring ratios, retention rates, and NET CarePro growth.
• Implement retention strategies that promote engagement, accountability, and culture stability.
• Address performance concerns in collaboration with leadership and HR best practices.

Scheduling Oversight & Service Fulfillment

• Oversee scheduling team to ensure high-quality client–CarePro matches.
• Maintain high service fulfillment rates and minimize disruption to clients.
• Monitor utilization, overtime, and scheduling efficiency to protect profitability.
• Collaborate with client care and recruiting to anticipate staffing gaps and adjust strategy proactively.

Scheduling Oversight & Service Fulfillment

• Oversee scheduling team to ensure high-quality client–CarePro matches.
• Maintain high service fulfillment rates and minimize disruption to clients.
• Monitor utilization, overtime, and scheduling efficiency to protect profitability.
• Collaborate with client care and recruiting to anticipate staffing gaps and adjust strategy proactively.

Strategic & Financial Performance

• Assist in developing and executing annual business plans.
• Monitor and drive KPIs including:
  • Billable hours
  • Revenue growth
  • Gross margin
  • Service fulfillment
  • Client satisfaction
  • Employee engagement
• Analyze performance data and implement corrective action plans when necessary.
• Ensure operational decisions align with profitability and long-term sustainability.

Compliance & Risk Management

• Ensure compliance with franchise standards and all applicable local, state, and federal regulations, including IDPH requirements.
• Oversee documentation, licensure, internal audits, and reporting processes.
• Promote a culture of compliance, transparency, and accountability.
• Mitigate operational risk through proactive oversight and process improvement.

Qualifications & Experience:

• Minimum of 3 years leadership experience in home care, healthcare, or service-based industries.
• Demonstrated success leading cross-functional teams in a fast-paced environment.
• Experience overseeing operations, recruitment, scheduling, and/or human resources functions.
• Strong analytical, critical thinking, and conflict resolution skills.
• Proven ability to manage KPIs and drive performance outcomes.
• Proficiency in home care software systems and Microsoft Office Suite.
• Valid driver’s license and insurability required
• Strategic thinking with operational execution ability.
• High emotional intelligence and leadership maturity.
• Strong communication and coaching skills.
• Ability to prioritize competing demands while maintaining quality.
• Data-driven decision-making capability.
• Commitment to professional growth and team development.

Preferred Qualifications

• Experience in home care, hospice, senior living, or home health environment.
• Familiarity with Illinois Department of Public Health (IDPH) guidelines preferred.
• Knowledge of Medicare, VA, and private pay home care services.
• Existing relationships with local healthcare providers and senior living communities.
• Bachelor’s degree

Key Competencies:

• Strategic Leadership – Thinks beyond daily operations, aligning staffing, service delivery, and financial performance with long-term growth objectives. Anticipates challenges and develops proactive solutions.
• Operational Excellence – Maintains high standards for service fulfillment, workflow efficiency, and care quality. Ensures systems and teams operate cohesively and effectively.
• Financial Acumen – Understands revenue drivers, gross margin, utilization, and cost control. Makes data-driven decisions that support both client care and profitability.
• Accountability & Results Orientation – Sets clear expectations and holds self and others accountable for measurable outcomes. Takes ownership of performance results and implements corrective action when needed.
• Talent Development & Coaching – Builds strong teams through clear communication, coaching, and performance management. Encourages growth and professional development.
• Emotional Intelligence – Demonstrates composure and maturity in high-pressure situations. Navigates conflict and difficult conversations with clarity and professionalism.
• Decision-Making & Problem Solving – Evaluates complex situations quickly and makes sound, timely decisions while balancing urgency and judgment.
• Communication & Influence – Communicates clearly and confidently with clients, Care Professionals, team members, and ownership. Influences outcomes through consistency and trust.
• Cultural Stewardship – Models and reinforces Home Instead® values daily. Protects a culture of dignity, respect, accountability, and service excellence.
• Compliance & Risk Awareness – Maintains strong awareness of regulatory requirements and operational risk. Ensures adherence to IDPH standards and all applicable policies.

Compensation & Benefits:

• Competitive salary .
• Medical/Dental/Vision Insurance
• PTO & Paid Holidays
• 401K Match after 30 days
• Company Car