Founded in 2014, Honor is now one of the fastest-growing, non-medical home care companies in the U.S. Why? Because we realized that by combining our amazing technology and operations with the local, personal touch of our partner agencies, we could make real progress in transforming this fast-growing, $30BN industry. This unique approach is powering our huge growth - we have cutting-edge machine learning, a beautiful, well-designed app, and industry-leading design, paired with a strong sales, marketing, and support engine.
 
Our mission and ambitions are huge. We’re looking for people who believe, as we do, that changing the way we care for our parents is one of the most important problems we can solve. Honor is a well-funded, strongly backed company with experienced leaders who have a proven track record of building large businesses and solving extraordinarily difficult challenges.  Join us!

As an Escalations Lead, your job is to closely monitor Honor’s safety escalations channels (which can be over the phone or through online communication) to ensure that service incidents are handled by our Front Line staff in the appropriate manner; and to provide real time feedback and direction to ensure the health and safety of our clients and caretakers. By utilizing assessment skills in conjunction with established protocols, the Escalations Lead will provide support, advice, and oversight to call takers.


Essential Functions

  • Effectively communicate with people in emotional or physical distress and obtain relevant information under pressure
  • Proactively provide oversight to escalations Slack channel, making sure appropriate decisions are made
  • Determine the nature and assess the severity of reported incidents based on real time, text streams of information regarding incoming calls
  • Proactively engage with call takers by quickly identifying the need for more senior intervention
  • Provide assistance, information and direction to call takers -- including engaging emergency services
  • Maintain non medical service boundaries by engaging appropriate resources (EMS, police, public utilities) and achieving resolution without dispensing medical advice
  • Create clear logs and records of reported incidents and documentation of the response
  • Effectively and quickly use call routing system, internal software, and slack messaging to interpret and share information in real time
  • Build trust and positive relationships with call takers 
  • Ability to operate independently and exercise emotional discipline to maintain a calm demeanor when supporting call takers

 

Competencies 

  • Communication Proficiency
  • Emotional Discipline
  • Decision Making
  • Fluency with workplace communication tools
  • Comfortable using Google docs, including Sheets

 

Position Type/Expected Hours of Work

This is a full-time position, and hours of work and days may involve weekends and after hours coverage due to the 24/7 nature of inbound calls.

Travel

There is little to no travel expected for this role.

Preferred Education and Experience

3+ years in working in emergency services, related health care field, and/or former police, ambulance, or 911 dispatch experience

Emergency Medical Technician (EMT) Certification or Registered Nurse (RN) preferred

 
Honor is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, political affiliation or belief.

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