As Senior Investigation Lead, you will serve as the Investigation Lead for your region and act as the first point of escalation and support for ongoing and potential cases. You will also partner with the Sr. Manager of Trust & Safety to document standard workflows, templates, and training. This role is a strong fit if you are an excellent written and verbal communicator, emotionally steady, highly skilled in customer service, have strong judgment, and can successfully manage multiple priorities.

Responsibilities

Conduct thorough, impartial investigations into incidents that could pose a risk to client and/or Care Professional (caregiver) safety and wellbeing, including allegations of abuse, neglect, or theft, concerns related to the care environment, care scope issues, and other escalated incidents involving Honor’s service delivery, including:

Communicate effectively with individuals experiencing emotional distress and gather relevant information under pressure.

Conduct effective interviews with a variety of stakeholders, including franchise teams, facilities, clients, account owners, law enforcement, and Care Pros.

Prepare investigative summary reports using existing templates.

Create resolution plans based on investigation results. Lead cross-functional teams across Operations, Care Pro HR, and Accounting to implement outcomes.

Ensure detailed, timely documentation of investigations in accordance with the Investigation Guidelines, including creating investigation plans, documenting and saving interview notes and recordings, and completing investigation summaries using provided templates.

Complete third-party reporting and documentation in line with local, state, or federal requirements (e.g., Adult Protective Services).

Provide regular, timely updates and communicate with internal and external stakeholders. Support operations teams in handling complex conversations with franchise teams, clients, and account owners by offering talking points and troubleshooting.

Act as the initial point of escalation for complex investigations, Care Team or Franchise Team policy questions, or other related issues.

Maintain Honor’s Investigation Guidelines, including developing best-practice guides for common investigation types in partnership with the VP of Trust & Safety, the Sr. Manager of Trust & Safety, Care Team leadership, and Legal. Develop and maintain standard templates for external communications, including discharge notices, requests for information, and other required notices.

Serve as the primary contact for Investigations during state licensure audits across all regions. Prepare incident reports, collect follow-up information as needed, and coordinate and execute any required remediation actions.

Support Trust & Safety leadership in building protocols, processes, and workflows for Trust & Safety- or Care Pro performance-related issues.

Deliver training to field operations and other teams.

Lead onboarding for new hires by training them on investigation protocols, processes, and workflows.

Work with Legal to prepare for and represent Honor in any potential litigation or regulatory response related to a care incident, including 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 is a plus.

Willingness to work beyond typical business hours due to the 24/7 nature of the business.

Strong written and verbal communication skills.

Extensive experience conducting thorough, unbiased investigations into complex, sensitive incidents.

Knowledge of local, state, and federal incident reporting requirements to ensure compliance with applicable regulations.

Experience improving processes for greater efficiency.

Demonstrated ability to remain emotionally grounded and perform effectively in high-stress or emotionally charged situations.

$57,500 — $97,500/year