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

$57,500 — $97,500/year