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Honor exists to expand the world’s capacity to care.

We’re combining high tech with high-touch to deliver better home care for aging adults, better jobs for Care Professionals, and entirely new offerings to support the aging journey, at scale.

Founded in 2014, and now a Series E funded “Unicorn” valued at over $1B, Honor leads the world’s largest home care network with the most advanced care platform. Our August 2021 acquisition of Home Instead has created a global company that’s revolutionizing how society cares for older adults, their families, and Care Professionals.

The Honor Care Platform combines local care and the most advanced technology to bring the highest quality care to more aging adults.

Grow at Honor as part of a united team where everyone shows up authentically, shares ideas bravely, and solves complex problems!

_About the Work:

_ As Sr. Investigation Lead , you will serve as the Investigation Lead for your region and will serve as an initial point of escalation and support for open and potential cases. You will also work with the Sr. Manager of Trust & Safety to document standard workflows, templates, and training. This role may be a great fit if you’re a skilled written and oral communicator, are emotionally disciplined, have fantastic customer service skills, excellent judgment, and have a proven ability to manage multiple priorities.

Responsibilities

• Conduct thorough, impartial investigations into incidents that pose a risk to client and/or Care Professional (caregiver) safety and wellbeing, including allegations of abuse, neglect or theft, care environment concerns, scope of care issues, or other escalated incidents regarding Honor’s service delivery, including:
  • Effectively communicate with individuals in emotional distress and obtain relevant information under pressure.
  • Conduct effective interviews with a range of stakeholders, including franchise teams, facilities, clients, account owners, law enforcement, and Care Pros
  • Prepare investigative summary reports in alignment with existing templates
  • Generate resolution plans based on investigation outcomes. Direct cross functional teams across Operations, Care Pro HR, and Accounting in implementing
• Ensure detailed, timely documentation of investigation, in-line with Investigation Guidelines, including creating an investigation plan, documenting and saving interview notes and recordings, and investigation summaries using templates provided.
• Complete 3rd party reporting and documentation in-line with local, state, or federal requirements (e.g. Adult Protective Services).
• Ensure regular timely updates and communication to internal and external stakeholders. Support operating teams in navigating complex conversations with franchise teams, clients, and account owners by providing talking points and troubleshooting.
• Serve as the initial point of escalation for complex investigations, Care team or Franchise team policy questions, or other issues.
• Maintain Honor’s Investigations Guidelines, including developing best practice guides for common investigations types, in partnership with VP of Trust & Safety, Sr. Manager of Trust & Safety, Care Team leadership and Legal. Create and maintain standard templates for external communications, including discharge notices, requests for information, and other notices.
• Serve as the main point of contact for Investigations during state licensure audits across all regions. Prepare incident reports, gather follow up information as needed, coordinate and execute on any required remediation actions.
• Assist Trust & Safety leadership in developing protocols, processes, and workflows on Trust & Safety- or Care Pro performance-related issues.
• Conduct training for field operations and other teams.
• Take lead on facilitating the onboarding process for new hires by training them on Investigations protocols, processes and workflows.
• Work with Legal to prepare for and represent Honor in any potential litigation or regulatory response to a Care incident, including but not limited to, by providing testimony, preparing declarations, and/or coordinating responses from Honor or Franchise team members.

Qualifications:

• Bachelor's degree in a related field; or equivalent education and work experience
• At least two (2) years of experience in investigations or a related field
• Healthcare or home care experience preferred
• Start up experience a plus
• Willingness to work beyond typical business hours given the 24/7 nature of the business
• Strong written and verbal communication skills
• Extensive experience conducting thorough, unbiased investigations into complex and sensitive incidents
• Familiar with local, state, and federal reporting requirements for incidents, ensuring compliance with relevant regulations
• Experience improving processes for better efficiency
• Demonstrated ability to maintain emotional discipline and perform effectively in high-stress or emotionally charged situations

_Our range reflects the hiring range for this position. We use national average to determine pay as we are a remote first company. Individual pay is based on a number of factors including qualifications, skills, experience, education, and training.

_ _Base pay is just a part of our total rewards program. Honor offers equity and 401K with up to a 4% match. We provide medical, dental and vision coverage including zero cost plans for employees. Short Term Disability, Long Term Disability and Life Insurance are fully employer paid with a voluntary additional Life Insurance option. We offer a generous time off program, mental health benefits, wellness program, and discount program.

_ Hiring Salary Range

$99,000—$112,000 USD

_What’s next?

_ Honor is remote friendly! We're hiring across the U.S., with an entirely virtual interview and onboarding process. Most of our positions are remote/work from home and do not require permanent relocation. As conditions allow, we have office space for in-person collaboration in our San Francisco Bay Area, CA, Austin, TX, and Omaha, NE hubs. If you're looking for a great job that offers you the opportunity to work from home, we'd love to talk to you.

Want to know more about why Honor is a great place to work? Check out our perks!

We value people! These four people-centric values guide the ways we work and decisions we make every day.

This role doesn’t sound quite right? Send this application to a friend who may be a fit and check out our other available roles!

_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.

_ _Honor is an E-Verify company. For more information please review our Participation and your Right to Work

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