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Account Owner: The individual with primary oversight of the client’s care and payments. In some cases, this is the client themself.

Average Selling Price (ASP): This is your current average client price across your book of business, calculated as total revenue divided by total hours. 

Block: Term used to describe when a client or Account Owner (AO) does not want a Care Pro to return or when a Care Pro expresses that they do not wish to work with a client again. Honor keeps a record of either instance whenever they occur and uses the information to review Care Pro performance-related trends and client behavioral patterns. Clients may not block Care Pros on the basis of race, gender-identity, pregnancy or other protected categories. 

Care Consult: The initial assessment with a potential Client. Honor’s consult form must be used and is available in the Portal. 

Care Pro: Short for Care Professional, our term for caregivers.

Care Pro HR (CPHR): Completes all operational duties for Care Pro employment including, but not limited to: payroll, benefits, regulatory compliance and human resources responsibilities.

Care Pro Performance Specialist (CPPS): Provides coaching and actionable feedback to Care Pros to enable their success and address performance issues.

Care Pro Relationship Manager (CPRM): Builds relationships with Care Pros to identify the best matches for each client's needs (in smaller markets, the Client Manager oversees this responsibility).

Care Pro Team: Team members who focus on the Care Pro experience and support client outcomes by working in close collaboration with Client Managers and the Market Team (the Care Pro team does not regularly interact directly with the franchise).

• Care Pro Recruiter - Assesses Care Pro candidates on skill and experience and ensures new hire requirements are met

• Care Pro Trainer - Onboards new Care Pros either virtually or in-person by assessing physical skills and providing targeted training

• Care Pro Relationship Manager (CPRM) - Builds relationships with Care Pros to identify the best matches for each client's needs (in smaller markets, the Client Manager oversees this responsibility)

• Care Pro Performance Specialist (CPPS) - Provides coaching and actionable feedback to Care Pros to enable their success and address performance issues

• Care Pro HR (CPHR) - Completes all operational duties for Care Pro employment including, but not limited to: payroll, benefits, regulatory compliance and human resources responsibilities 

• Care Pro Mentor - Currently supporting Care Pros in the Detroit, Phoenix and Sacramento markets; may be combined with other roles in other markets; engages with new hires and assesses care-related skills, communication skills, and professionalism of other Honor Care Pros during client visits

Care Quality: Oversees the development and communication of care-related policies, develops Care Pro training content and strategy, regularly reviews Honor’s Scope of Care and regularly assesses quality-related metrics to define and drive quality-improvement initiatives. 

Consistency Staffing: Term used to describe the percentage of recurring (or ongoing) visits staffed with an ongoing Care Pro after 14 days from the start of care.

COVID Support: Oversees the development and ongoing management of COVID-related programs (e.g., PPE programs, infection control policies) and facilitates compliance with guidance or mandates from federal, state and local public health agencies (e.g., vaccine mandate, exposure protocols).

Care Plan: The full scope of care for a client, developed at the start of care.

Care Pro App: Mobile app for Care Pros to use before, during and after visits to see and apply for available shifts, understand client needs, log notes and completed tasks, etc. App usage is required for all Care Pros as it’s Honor’s primary communication channel.

Care Pro Mentor: Currently supporting Care Pros in the Detroit, Phoenix and Sacramento markets; may be combined with other roles in other markets; engages with new hires and assesses care-related skills, communication skills, and professionalism of other Honor Care Pros during client visits.

Care Pro Recruiter: Assesses Care Pro candidates on skill and experience and ensures new hire requirements are met.

Care Pro Trainer: Onboards new Care Pros either virtually or in-person by assessing physical skills and providing targeted training.

Client Manager (CM): Your primary point of contact in day-to-day operations who works with you during local business hours

• Provides day-to-day support to clients and families (including new care set up, escalation resolution, scheduling and billing support)

• Manages client preferences to ensure the optimal restaffing 24/7

• Updates you on a regular basis and coordinates closely with you on major updates or changes to client care

Continuous Care Needs: Term used for clients who generally require around-the-clock care, typically due to physical limitations that put them at greater risk of injury or make it so they cannot perform any tasks independently, but are not at risk of elopement or injuring themselves if left alone. Honor does not permit Care Pros to leave the premises without the client during the scheduled visit without approval from a legal Account Owner, which could be the client themself, or Honor. 

Escalations Lead: Provides real-time monitoring of and response to escalations to support the health and safety of clients and Care Pros.

Family Portal: The online interface for those managing care to view the care schedule, assigned Care Pro and basic info about completed visits. The portal is available on desktop, mobile browser and mobile app.

Favorite: Term used when a client or Account Owner (AO) expresses satisfaction for a Care Pro’s service and would be happy for them to return. Honor prioritizes reaching out to a client’s favorite Care Pros in the event of restaffing.

Investigations Lead: Conducts internal investigations into escalated care situations, facilitates follow-up action items and manages escalated situations such as violations of standard operating procedures, employment-related policies and scope of care.

Joint Service: Term used to describe the home care service that is jointly delivered by Honor and a franchise via the Care Platform.

Joint Service Agreement (JSA): Term used to describe the agreement between Honor and a franchise to jointly deliver quality home care services to clients.

Market Associate: Staffed 24/7 to support the client and Care Pro experiences through staffing shifts and responding to inbound communication.

Market Team: Your Honor team that provides 24/7 staffing and escalation support across markets.

Consists of team members who work in close collaboration with your Client Manager:

• Market Manager - Manages the team of Shift Leads and Market Associates, provides support as the main point of contact for franchises on weekends 

• Shift Lead - Supports delegation of same-day, urgent situations across Market Associate team, stabilizes escalations, conducts quality assurance across the market and contributes to staffing efforts and inbound communication

• Market Associate - Staffed 24/7 to support the client and Care Pro experiences through staffing shifts and responding to inbound communication

Market Manager: Manages the team of Shift Leads and Market Associates, provides support as the main point of contact for franchises on weekends.

One-off Staffing: Term used when a single visit needs to be staffed, as opposed to “ongoing staffing.”

On-site Supervision: Term used for a client who requires a care provider to be at the same site as them at all times during the scheduled visit. On-site supervision clients include, but are not limited to, those with cognitive conditions that put them at risk of elopement or injury if left alone due to cognitive inability to make decisions for themselves. 

Honor does not permit Care Pros to run errands on behalf of clients with this designation while the client is home alone unless the client has overlapping visits scheduled such that one Care Pro can stay on-site with the client while the other runs errands. Because the term is primarily used for clients with cognitive conditions who require a care provider to remain on-site and pose a safety risk to themselves, these clients cannot be their own Account Owner (AO).

Ongoing Staffing: Term used when one or more visits need to be staffed on an ongoing basis (e.g., “Mondays at 7am”).

Platform Success Lead (PS): Your go-to individual for realizing the full potential of the Care Platform to grow your business and provide a high-quality client experience

• Franchises should continue working with the Home Instead Business Performance team for anything related to being a franchise that is not a part of the Care Platform

• Works in close coordination with your Regional General Manager (RGM) and Honor’s operations leadership team 

• Available to franchises to support:

  • Evaluation of the current state of your business, including guidance on short- and long-term strategies within the Care Platform that enable you to meet objectives

  • Questions outside of day-to-day operations and staffing (e.g., inquiries on product, reporting, price/wage strategy and market discovery)

  • Understanding of systemic Care Platform opportunities or concerns

Portal: Proprietary software and primary source of information for franchises relating to the Care Platform and the joint service where they can review their client book, monitor care updates for their clients, access care consults and other forms, review announcements and track business performance (available on desktop or mobile browser).

Qualified Lead: Term used for a prospective client who has had direct contact by phone or in-person, meet the requirements for care, are aware of general local market pricing and are open to an in-person care consult. An inbound phone call without qualification is not considered a ‘qualified lead’.

Quick Turnover: Term used to describe clients who end service for any reason within their first 14 days of care.

Reassessment: Meeting with a client to review care needs and update the Care Plan, similar to a Home Instead quality assurance visit.

Regional General Manager: The senior leader responsible for your region’s day-to-day operations

• Manages a team of Client Managers and Care Pro Relationship Managers

• Works cross-functionally to drive high-quality client and Care Pro experiences

• Shares information about notable market dynamics that may impact your business

Service Area: The designated geographic area that’s part of your exclusive area, as outlined in your Joint Service Agreement.

Shift Lead: Supports delegation of same-day, urgent situations across Market Associate team, stabilizes escalations, conducts quality assurance across the market and contributes to staffing efforts and inbound communication. Member of the Market Team. 

Suggested Client Rate (SCR): This is the average recommended pricing for a client to receive care.

Service Rate: This is the rate charged to you per hours of client care for the value of the Care Platform.

Specialist Roles: Team members with specialized training and backgrounds who prioritize trust and safety for clients and Care Pros by coordinating with team members across Honor’s Central Operations org (these team members do not regularly interact directly with the franchises).

• Escalations Lead - Provides real-time monitoring of and response to escalations to support the health and safety of clients and Care Pros

• Investigations Lead - Conducts internal investigations into escalated care situations, facilitates follow-up action items and manages escalated situations such as violations of standard operating procedures, employment-related policies and scope of care

• COVID Support - Oversees the development and ongoing management of COVID-related programs (e.g., PPE programs, infection control policies) and facilitates compliance with guidance or mandates from federal, state and local public health agencies (e.g., vaccine mandate, exposure protocols)

• Care Quality - Oversees the development and communication of care-related policies, develops Care Pro training content and strategy, regularly reviews Honor’s Scope of Care and regularly assesses quality-related metrics to define and drive quality-improvement initiatives