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Home Care Hindsight: Daily Summaries Delivered
by David Knack
Welcome to Home Care Hindsight, where we dive deep into the lessons learned and strategies developed by home care providers to build a resilient and dedicated workforce. This podcast offers insights on retaining caregivers, reducing turnover, and optimizing operations. Join us as we share real stories, expert advice, and practical tips that help you keep your caregivers happy and your business thriving.
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- 4 days ago42 min
I Stopped Trying to Fix Everything at Once and Built a Business That Supports Me — Clint Nobles
Clint Nobles, co-founder of Home Care Ops and the Home Care Owners Community, joins David Knack to discuss the business mistake that changed how he approaches growth, operations, and leadership. Drawing on his background in food service and corporate operations, Clint shares why home care is fundamentally different from other industries, why trying to fix everything at once can hold a business back, and how to build systems that deliver consistent results. With plenty of humor, candid observations, and practical advice, this episode is a reminder that business growth isn't about doing more. It's about identifying what matters, building repeatable systems, and creating a business that doesn't require the owner to solve every problem personally. In this episode, you'll discover: 1. Clint's transition from corporate food service to home care showed him the need for greater standardization across the industry. 2. How the Home Care Owners Community grew out of a frustrating encounter with a hospital leader who didn't trust the home care industry. 3. Why trying to improve scheduling and recruiting at the same time can create more problems than it solves. 4. How a family moment involving a call-out and a request for hot chocolate changed Clint and Jessica's approach to running their business. 5. Why marketing, business development, and sales are three distinct functions—and why confusing them can lead to disappointing results. 6. How to identify the real constraint in your business instead of constantly adding new initiatives. 7. Why sustainability requires more than generating revenue, and how the right operating systems can help owners step away from daily operations. Timestamps: 00:00 – The question that changed everything: What did Clint say no to? 04:33 – Food service vs. home care franchising: "You got got" 06:47 – Why home care needs industry-wide standardization 13:58 – Clint's biggest business mistake: Trying to fix everything at once 19:44 – The hot chocolate moment that changed how Clint and Jessica ran their business 22:46 – The operations guy says marketing is overrated 23:35 – Marketing vs. business development vs. sales: Why the distinction matters 32:24 – The five gears of operations and the missing piece: Sustainability 38:27 – Six owners who stepped away from daily operations Quotes 1. "Overwhelm is a mask for uncertainty." — Clint Nobles 2. "The business had to support us as much as we support it." — Clint Nobles Resources: 1. Connect with Clint Nobles on LinkedIn: https://www.linkedin.com/in/clintnobles/ 2. Learn more about Home Care Ops: https://homecareops.com 3. Connect with David Knack on LinkedIn: https://www.linkedin.com/in/david-knack/ 4. Connect with Zingage on LinkedIn: https://www.linkedin.com/company/zingage/ 5. Powered by Zingage: https://zingage.com/ 6. Watch Episode on Zingage's YouTube: https://www.youtube.com/@Zingage
- 1 weeks ago36 min
(Part 2) How I Stopped Chasing Success and Focused on Finding Fulfillment Instead — Jesse Walters
In Part 2, David and Jesse get into the leadership lessons that shape a home care business long before they show up on a spreadsheet. They discuss why staffing managers and schedulers are among the most undervalued people in the industry, how connecting them directly with clients and referral partners can improve care and business development, and why sales, staffing, and client care need to understand one another's challenges. The conversation then moves into a bigger question: What should a business actually be for? Jesse shares his philosophy that Hillendale Home Care should be a vehicle for people to grow into better, more capable versions of themselves. From the six human needs discussed by Tony Robbins to the Hero's Journey popularized by Joseph Campbell, they explore how leaders can create meaningful work, challenge their teams, and build a culture where talented people want to stay. Jesse also opens up about finding fulfillment in developing others, drawing on his experience as a wrestler and coach. The conversation takes a literary detour into books, including Pilgrim at Tinker Creek, Walden, and Theo of Golden, as David and Jesse reflect on presence, family, and the importance of slowing down enough to appreciate life outside work. Finally, Jesse shares what he's proud of at Hillendale, including the launch of new locations in Marin County and Monterey County, and gives shout-outs to two people he believes deserve more recognition in home care: Cash Edwards of Greenstaff Home Care and Daniel Stringer. Lesson Takeaways: 1. Bring staffing managers closer to the people they serve. Schedulers and staffing managers do more than fill shifts. When they understand clients' needs, meet caregivers, and build relationships with referral partners, they can make better matches, improve care, and help drive business growth. 2. Treat mistakes as opportunities to learn, not reasons to blame. When something goes wrong, leaders should focus on understanding the situation, supporting the people involved, and preventing the same mistake from happening repeatedly. A team's response to a problem can strengthen relationships rather than damage them. 3. Build a culture where people can grow beyond their current roles. Great leaders challenge employees, expand their capabilities, and help them become more valuable and confident. Instead of making the business revolve around the owner, create an organization that serves as a vehicle for the growth and development of its people. 4. Create meaningful work and make room for presence. People want stability, variety, significance, connection, growth, and the opportunity to contribute. Leaders who understand these needs can build stronger teams while remembering that personal fulfillment also comes from being present with family, appreciating others, and enjoying life beyond professional accomplishments. Timestamps: 00:00 – Introduction 01:46 – Why staffing managers and schedulers are undervalued in home care 05:49 – How staffing, client care, and sales work together to build trust and grow the business 09:11 – How to turn staffing mistakes into opportunities to strengthen relationships 17:03 – The Hero's Journey and why a business should help its people grow 28:14 – Books, personal growth, and the importance of being present 32:02 – Hillendale's new locations and Jesse's recommendations for people to know in home care Resources: 1. Connect with Jesse Walters on LinkedIn: https://www.linkedin.com/in/jessewalters/ 2. Learn more about Hillendale Home Care: https://hillendalehomecare.com/ 3. Cash Edwards: Home care professional at Greenstaff Home Care 4. Daniel Stringer: https://www.linkedin.com/in/danieltstringer 5. Connect with David Knack on LinkedIn: https://www.linkedin.com/in/david-knack/ 6. Connect with Zingage on LinkedIn: https://www.linkedin.com/company/zingage/ 7. Powered by Zingage: https://zingage.com/ 8. Watch Episode on Zingage's YouTube: https://www.youtube.com/@Zingage Books and Literary Works Mentioned: 1. Pilgrim at Tinker Creek by Annie Dillard: h
- 2 weeks ago41 min
(Part 1) How I Stopped Chasing Success and Focused on Finding Fulfillment Instead — Jesse Walters
David Knack doesn't usually record an intro before an episode, but this conversation with his good friend Jesse Walters was so much fun that it turned into his first-ever two-part episode. While they cover plenty of home care, they also venture into personal development, leadership, family, and the unexpected ways we learn about ourselves along the way. In Part 1, David and Jesse explore what happens when you achieve your biggest business goals but still feel like something is missing. After acquiring Hillandale Home Care and growing the business by approximately 800% in three and a half years, Jesse found himself caught in a familiar cycle: reaching one milestone only to immediately chase the next. The numbers looked impressive, but the fulfillment he expected wasn't there. He began to recognize how much of his ambition was tied to proving his worth, earning recognition, and believing that the next achievement would finally make him feel like he had made it. Through conversations about the Enneagram, executive coaching, personal development, and even Jesse's experience with painting, David and Jesse unpack the tension between pursuing meaningful goals and constantly measuring yourself against the next finish line. Jesse shares how he's learning to appreciate the progress he's made, become more present with his wife and children, and separate his identity from his professional accomplishments. They also explore why self-awareness matters in leadership, how taking time to celebrate can change your perspective, and why building a successful business starts with understanding the person behind it. This is a candid conversation about ambition, fulfillment, and learning to recognize the value of where you are today… not just where you're trying to go. Lesson Takeaways: 1. Stop moving the goalpost. Constantly chasing the next milestone can prevent you from appreciating what you've already accomplished. 2. Separate your identity from your achievements. Business growth and professional success don't determine your worth as a person or the impact you have on others. 3. Understand what's driving your ambition. Self-awareness and personal development can help you recognize when your goals are rooted in genuine purpose versus a need for validation or recognition. 4. Practice self-compassion and be present. Learn to appreciate the journey, embrace imperfection, and show up for the people who matter instead of always focusing on what's next. Timestamps: 00:00 – Introduction 18:14 – From Planning a Year Off to Acquiring Hillandale Home Care 20:28 – Growing the Business by Approximately 800% in Three and a Half Years 21:31 – Jesse's Biggest Mistake: Always Chasing the Next Goal 25:33 – The Difference Between a Meaningful Mission and Personal Insecurity 27:49 – How the Hoffman Process Changed Jesse's Perspective 30:57 – Showing Up for Yourself, Your Family, and Your Company 37:22 – Self-Compassion and Recognizing Your Own Worth Resources: 1. Connect with Jesse Walters on LinkedIn: https://www.linkedin.com/in/jessewalters/ 2. Learn more about Hillendale Home Care: https://hillendalehomecare.com/ 3. Connect with David Knack on LinkedIn: https://www.linkedin.com/in/david-knack/ 4. Connect with Zingage on LinkedIn: https://www.linkedin.com/company/zingage/ 5. Powered by Zingage: https://zingage.com/ 6. Watch Episode on Zingage's YouTube: https://www.youtube.com/@Zingage
- 3 weeks ago37 min
Trusting My Team that Transformed Our Home Care Business — Nick Provost
Nick Provost, Director of Client and Community Relations at Gratitude Home Care, joins David Knack to share the lessons he learned from starting his own home care company, navigating the challenges of entrepreneurship, and returning to the industry with a different perspective on growth and leadership. Nick reflects on his biggest business mistake: believing he knew more about home care than he actually did. After launching his own company in 2018, he became comfortable, encountered the challenges of COVID, and eventually fell out of love with the industry. His wife encouraged him to return in 2022, and the experience taught him the importance of humility, continuous learning, and staying excited about the work. The conversation explores what makes home care sales different from traditional sales. Nick explains why his team focuses on becoming a resource for referral partners, not just the families they serve. By sharing knowledge, connecting people, and building trust, agencies can create stronger relationships that lead to more meaningful referrals. In this episode, you'll discover: 1. Why Nick's experience running his own home care company taught him that knowledge and experience aren't the same thing. 2. How home care agencies can become valuable resources for referral partners instead of simply asking for referrals. 3. Why hiring salespeople with clinical backgrounds can help build trust with families and healthcare professionals. 4. How to identify coachable salespeople and recognize when a hiring decision isn't working. 5. Why letting go of control and trusting your team can unlock business growth. 6. How your physical office location can influence the private-pay clientele your agency attracts. 7. How Gratitude Home Care achieved its best quarter by staying committed to excellent service, even during a traditionally slow season. Lesson Takeaways: 1. Never stop being a student of home care. Knowing the industry isn't the same as having the experience to run a successful business. Stay humble, keep learning, and seek perspectives beyond your own market. 2. Bring value before asking for referrals. Become a resource for referral partners by sharing connections, knowledge, and opportunities that help them do their jobs better. Trust grows when the relationship goes beyond transactions. 3. Hire for coachability, not just experience. Industry veterans may bring valuable knowledge, but they can also bring habits that don't fit your business. Look for people who are eager to learn, understand your approach, and grow with your organization. 4. Teach your sales team how the whole business works. Salespeople need to understand operations and the services their colleagues provide. That knowledge helps them communicate confidently with families and referral partners. 5. Know when to let go. Trying to manage every client issue yourself can prevent you from focusing on growth. Trust capable team members and delegate responsibilities to the people best equipped to handle them. 6. Be intentional about your office location. In private-pay home care, where your agency is based can influence whether prospective clients feel comfortable contacting you. Consider your target market when choosing an office. 7. Protect service quality when business gets busy. Growth means little if the client experience suffers. Gratitude Home Care's strong summer demonstrated the value of maintaining attention, listening carefully, and treating every client as a priority. Timestamps: 00:00 – Introduction 03:30 – Stop asking for referrals and start becoming a resource 08:39 – Why clinical backgrounds can make great home care salespeople 13:32 – Nick's biggest business mistake 22:08 – How letting go of control helped Gratitude Home Care grow 31:35 – The overlooked business advantage of your office location Quotes 1. "I thought I knew a bunch. I didn't know anything." — Nick Provost Resources: 1. Connect with Nick Provost on LinkedIn: https://www.linkedin.com/in/nick-provost-cgcp-127b0522/ 2. Learn more about Gratitude Homecare: https://www.linkedin.com/company/gratitude-homecare-nj/ 3. Connect with David Knack on LinkedIn: https://www.link
- 3 weeks ago37 min
What My Failed Home Care Business Taught Me About Building The Next One — Nick Provost
Nick Provost, Director of Client and Community Relations at Gratitude Home Care, joins David Knack to share the lessons he learned from starting his own home care company, navigating the challenges of entrepreneurship, and returning to the industry with a different perspective on growth and leadership. Nick reflects on his biggest business mistake: believing he knew more about home care than he actually did. After launching his own company in 2018, he became comfortable, encountered the challenges of COVID, and eventually fell out of love with the industry. His wife encouraged him to return in 2022, and the experience taught him the importance of humility, continuous learning, and staying excited about the work. The conversation explores what makes home care sales different from traditional sales. Nick explains why his team focuses on becoming a resource for referral partners, not just the families they serve. By sharing knowledge, connecting people, and building trust, agencies can create stronger relationships that lead to more meaningful referrals. In this episode, you'll discover: 1. Why Nick's experience running his own home care company taught him that knowledge and experience aren't the same thing. 2. How home care agencies can become valuable resources for referral partners instead of simply asking for referrals. 3. Why hiring salespeople with clinical backgrounds can help build trust with families and healthcare professionals. 4. How to identify coachable salespeople and recognize when a hiring decision isn't working. 5. Why letting go of control and trusting your team can unlock business growth. 6. How your physical office location can influence the private-pay clientele your agency attracts. 7. How Gratitude Home Care achieved its best quarter by staying committed to excellent service, even during a traditionally slow season. Lesson Takeaways: 1. Never stop being a student of home care. Knowing the industry isn't the same as having the experience to run a successful business. Stay humble, keep learning, and seek perspectives beyond your own market. 2. Bring value before asking for referrals. Become a resource for referral partners by sharing connections, knowledge, and opportunities that help them do their jobs better. Trust grows when the relationship goes beyond transactions. 3. Hire for coachability, not just experience. Industry veterans may bring valuable knowledge, but they can also bring habits that don't fit your business. Look for people who are eager to learn, understand your approach, and grow with your organization. 4. Teach your sales team how the whole business works. Salespeople need to understand operations and the services their colleagues provide. That knowledge helps them communicate confidently with families and referral partners. 5. Know when to let go. Trying to manage every client issue yourself can prevent you from focusing on growth. Trust capable team members and delegate responsibilities to the people best equipped to handle them. 6. Be intentional about your office location. In private-pay home care, where your agency is based can influence whether prospective clients feel comfortable contacting you. Consider your target market when choosing an office. 7. Protect service quality when business gets busy. Growth means little if the client experience suffers. Gratitude Home Care's strong summer demonstrated the value of maintaining attention, listening carefully, and treating every client as a priority. Timestamps: 00:00 – Introduction 03:30 – Stop asking for referrals and start becoming a resource 08:39 – Why clinical backgrounds can make great home care salespeople 13:32 – Nick's biggest business mistake 22:08 – How letting go of control helped Gratitude Home Care grow 31:35 – The overlooked business advantage of your office location Quotes 1. "I thought I knew a bunch. I didn't know anything." — Nick Provost Resources: 1. Connect with Nick Provost on LinkedIn: https://www.linkedin.com/in/nick-provost-cgcp-127b0522/ 2. Learn more about Gratitude Homecare: https://www.linkedin.com/company/gratitude-homecare-nj/ 3. Connect with David Knack on LinkedIn: <a href= "https://www.linkedin.com/in/davi
- Oct 6, 202640 min
Don't Let KPIs Disconnect You From the Frontline — Olivia Jones
Olivia Jones, Executive Vice President of Operations at Care Advantage, joins David Knack to share lessons from nearly three decades in home care from starting as a caregiver to leading operations across Virginia, DC, and Maryland. She explains how moving from frontline problem-solving into strategic leadership changes the way you think about people, processes, and performance. Olivia argues that leaders need to be careful not to become so focused on KPIs that they lose touch with the frontline. While data and strategy are essential for scaling, she believes the mission and the people doing the work must remain at the center of decision-making. Olivia also discusses the realities of home care, including caregiver recognition, customer service, scheduling, and the importance of building care teams instead of relying on a single caregiver. She explains why consistency matters so much to clients and how setting realistic expectations can create a more reliable care experience. The conversation also looks at technology and AI in home care. Olivia believes technology can take mundane work off employees' plates, but emphasizes that technology cannot replace physical presence. She shares why leaders still need to spend time in their markets, observe the work firsthand, and recognize what's going well, not just hear about problems. In this episode, you'll discover: 1. Olivia's journey from the front lines of home care to executive leadership at Care Advantage. 2. How Care Advantage evolved from five locations to an organization serving thousands of caregivers. 3. Why technology can improve operations but cannot replace human connection. 4. How Care Advantage approaches care teams, caregiver support, and client relationships. 5. Why clinical expertise and measurable outcomes are changing the role of personal care in healthcare. Lesson Takeaways: 1. Stay close to the frontline. Growth and KPIs should never disconnect leaders from the people delivering care. 2. Develop people, not dependency. Great leaders teach their teams how to solve problems instead of solving everything for them. 3. Build for consistency. A strong care team can provide clients with more reliable support than depending on one caregiver. 4. Invest in caregivers. Recognition, development, and clear career paths can strengthen the people at the center of the business. 5. Prove the value of personal care. Clinical rigor and outcome measurement can help demonstrate how home care improves quality of life and keeps people out of the hospital. Timestamps: 00:00 – Don't let KPIs disconnect you from the frontline 02:51 – Olivia's journey from caregiver to executive leader 07:30 – The most important thing a leader can do 08:33 – Teaching employees to solve problems themselves 14:35 – Growing from five locations to nearly 10,000 caregivers 18:41 – Why AI can't replace physical presence 19:47 – What leaders discover by staying close to clients 26:54 – What home care really is 30:58 – Why care teams create consistency for clients 33:49 – How agencies can better support caregivers 35:38 – Why personal care needs clinical expertise 37:44 – Measuring outcomes and proving the value of personal care Quotes 1. "You're in the danger zone when you get so disconnected from what's happening out there on the frontline." — Olivia Jones 2. "The tech can't replace physical presence." — Olivia Jones Resources: 1. Connect with Olivia Jones on LinkedIn: https://www.linkedin.com/in/oliviajones/ 2. Learn more about Care Advantage: https://www.careadvantageinc.com 3. Care Advantage's LinkedIn: https://www.linkedin.com/company/careadvantageinc/posts/ 4. Connect with David Knack on LinkedIn: https://www.linkedin.com/in/david-knack/ 5. Connect with Zingage on LinkedIn: https://www.linkedin.com/company/zingage/ 6. Powered by Zingage: https://zingage.com/ <p dir="ltr"
- Sep 29, 202633 min
I Built Too Much in a Silo (And How I Learned to Listen to Customers) — Ethan Schwartzbach
Ethan Schwartzbach, CEO of Flychain, joins David Knack to unpack the financial and operational challenges that can make or break a growing home care business. From messy financials and generic accounting systems to benchmarking and proactive decision-making, Ethan explains why having accurate, home-care-specific data can fundamentally change how owners run their businesses. Ethan also shares one of Flychain's biggest early mistakes: building too much in a silo instead of staying close to customers and prospects. He explains how that experience changed the company's approach to product development and reinforced the importance of listening to the people actually using the technology. The conversation also tackles one of the most talked-about topics in healthcare technology: AI. Ethan argues that AI can be transformational, but warns against treating it like a magic solution. He and David discuss the risks of automating bad processes, the importance of AI governance and guardrails, and why home care organizations need to think carefully about how technology affects caregivers and other stakeholders. As the conversation moves into growth, Ethan explains why growing too quickly can create financial problems weeks or months down the road, why cash-flow forecasting matters, and why successful agencies consistently invest time in their clinical and operational teams. He also breaks down how the right KPIs can turn financial data from a source of confusion into actionable information. In this episode, you'll discover: 1. How generic accounting systems can make it difficult to understand profitability, corporate structures, expenses, and performance at the level home care operators actually need. 2. Why Ethan believes Flychain moved too quickly without enough customer feedback early on, and how staying close to users reshaped the company's product development. 3. How accurate, granular financial data can help owners move beyond using their books as a tax placeholder and start using them to make business decisions. 4. Low staffing costs, utilization, cancellations, caseload, and other underlying variables can affect gross profit, and why simply looking at one top-line number isn't enough. 5. Why automation can actually create more work or damage relationships when the underlying process isn't working in the first place. 6. How regularly creating forums for clinical and operational employees can improve engagement, retention, and their connection to the organization. 7. Why tracking metrics like cancellation rates is only the first step, and how breaking those metrics down can reveal the operational issues driving them. Lesson Takeaways: 1. Clean financial data is more than bookkeeping. Accurate, granular numbers can help home care owners make proactive decisions rather than simply report what already happened. 2. Build with the customer, not just for the customer. Ethan's biggest early lesson was that what makes sense internally can be very different from what customers actually need. 3. AI isn't a substitute for good processes. Technology works best when the underlying workflow is already thoughtfully designed. 4. Growth needs financial discipline. Taking on more clients and hiring ahead of demand can create cash-flow problems if growth is uneven or temporary. 5. Your employees are the lifeblood of the organization. Successful agencies create opportunities for clinical and operational employees to provide feedback and feel like people rather than cogs in a system. 6. Don't let data become decision paralysis. Focus on the handful of financial metrics and KPIs that actually help you determine what action to take. 7. Benchmarks need context. Knowing your number isn't enough, you also need to understand what good performance looks like and which underlying variables are driving the result. 8. The goal of financial intelligence is action. The most useful data is information that can be interpreted quickly and translated into a specific next step. Timestamps: 00:00 – Introduction 02:10 – Why Flychain is positioned as a home-care-specific alternative to QuickBooks 03:02 – Granular financial data and benchmarking for home care 05:16 – Ethan's biggest mistake: building too much in a silo 11:35 – Moving from retroactive analysis to proactive business decisions 14:36 – What Ethan thinks is overrated in home care 16:36 – What happens when you automate a bad process 17:48 – AI gove
- Sep 24, 202643 min
5 Big Things I've Changed my Mind on — Jensen Jones
Jensen Jones, Owner and CEO of Home Care CEO Forum, returns to discuss five things he was wrong about and how his thinking has evolved. From the founder bottleneck myth to overtime as a strategic tool, Jensen opens up about the mindset shifts that reshaped how he leads and facilitates peer groups for the top 10% of home care operators. In this candid conversation, Jensen explains why finding a strong number two isn't enough if the founder won't actually let go, why uncontrolled overtime is a recruiting problem rather than just a cost issue, and why benchmarking data without context can create a false sense of security. He also shares his changed perspective on the GUIDE program after hearing Nancy Gillette present data on client conversion rates. Jensen also discusses the "fishbowl effect" of being surrounded by high-performing operators, the power of "forever KPIs" that work at any agency size, and why he's opening up the Home Care CEO Forum's first-ever all-member in-person event in Denver. In this episode, you'll discover: 1. The Founder Bottleneck Myth: Why having a strong number two only works if the founder actually steps back and trusts them to make decisions. 2. Overtime as a Strategic Tool: How intentionally sustainable overtime for top caregivers can be a retention tool rather than just a cost to eliminate. 3. Why Context Beats Generic Benchmarks: How big industry reports can mislead without knowing the variables behind them, and why cohort data matters more. 4. Culture as the Hidden Variable: Why two agencies that look identical on paper perform completely differently based on the strength of their culture. 5. The Guide Program Reconsidered: How Jensen went from dismissing it as a loss leader to seeing real conversion data that changed his mind. 6. Forever KPIs: How to set metrics that work whether you're a million-dollar agency or a forty-million-dollar agency. 7. The Fishbowl Effect: Why being surrounded by high performers can skew your perspective on what's normal in the broader market. Lesson Takeaways: 1. The founder is the bottleneck, not the talent gap. A strong number two only helps if the founder actually steps back and trusts them to make decisions. 2. Overtime can be strategic, not just wasteful. Intentionally sustainable overtime for top caregivers can be a retention tool worth the investment. 3. Context matters more than benchmarks. Generic industry data without knowing the variables behind it can create a false sense of security. 4. Culture is the unmeasurable competitive advantage. When two agencies look identical on paper, the one with a clearly lived culture wins. 5. Let better information change your mind. Staying rigid isn't strength. When credible evidence shows up, be willing to update your position. Timestamps: 00:00 – Introduction to Jensen Jones and the Home Care CEO Forum 03:23 – The founder bottleneck: why a strong number two changes everything 04:02 – The time study exercise that reveals how much owners really delegate 04:36 – Why Jensen was wrong about overtime being purely a cost issue 04:55 – The strategic case for sustainable overtime with top caregivers 10:04 – Benchmarking: why context and cohort data beat generic industry reports 10:39 – Culture as the hidden variable between similar-looking agencies 12:38 – The five-minute test for diagnosing your culture's health 13:32 – Why Jensen changed his mind about the GUIDE program 18:13 – "Forever KPIs": metrics that work at any agency size 20:20 – The recruiter ratio that ensures schedules stay balanced 21:05 – The fishbowl effect and why high performers need perspective 23:00 – The Home Care CEO Forum's first all-member in-person event in Denver 25:00 – How to connect with Jensen and Home Care CEO Forum Quotes 1. "A good number two shouldn't just give the owner more capacity. They keep the owner from becoming the capacity." — Jensen Jones 2. "Sometimes the better question isn't how do I eliminate overtime? It's is this overtime intentionally sustainable in helping me keep the right people?" — Jensen Jones 3. "Culture is like, do I clearly understand what we're trying to achieve, how I participate within that, and are my values similar to the values of the organization? When those things marry up, people will move mountains." — Jensen Jones <p dir="ltr
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About Home Care Hindsight
Welcome to Home Care Hindsight, where we dive deep into the lessons learned and strategies developed by home care providers to build a resilient and dedicated workforce. This podcast offers insights on retaining caregivers, reducing turnover, and optimizing operations. Join us as we share real stories, expert advice, and practical tips that help you keep your caregivers happy and your business thriving.
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