Kathleen Kenser
Norris
Summary
Client care supervisor with strong communication and leadership skills. Proven track record in training staff and effectively resolving client concerns. Committed to delivering high-quality care and ensuring client satisfaction.
Overview
5
5
years of professional experience
Work History
Client Care Supervisor
Help at Home
Canton
09.2025 - 02.2026
- Supervised client care staff to ensure quality service delivery.
- Coordinated schedules for caregivers to meet client needs effectively.
- Provided training and support to new staff on care procedures.
- Communicated regularly with clients and families about care services.
- Resolved client concerns by addressing issues promptly and professionally.
- Managed client relations, including responding to inquiries and complaints in a timely manner.
- Monitored customer service staff performance, providing feedback and guidance as needed.
- Coordinated services for clients based on individual needs by matching clients with caregivers.
- Hosted and attended community outreach events to attract new clients and extend corporate brand.
Administrative Assistant/Covid Team
Fulton County Health Department
Canton
04.2025 - 11.2025
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Handled confidential documents in an organized fashion according to established protocol.
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Scheduled appointments between clients and customers and internal staff members.
- Coordinated mailings including sorting mail, preparing packages for shipping via courier service or postal service.
- Directed customer inquiries to appropriate department personnel.
- Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
Home Care Supervisor
Help at Home
Canton
11.2020 - 07.2025
- Supervised daily operations of home care services for diverse client needs.
- Managed scheduling and resource allocation for optimal service delivery.
- Coordinated daily scheduling of home care staff to meet client needs effectively.
- Trained and mentored staff on best practices and safety protocols.
- Monitored staffing levels to ensure adequate coverage for clientele base.
- Conducted regular assessments to ensure quality of care provided.
- Facilitated communication between clients, caregivers, and management teams.
- Implemented infection control measures according to established protocols.
- Evaluated employee performance regularly and provided feedback on areas needing improvement or reinforcement.
- Monitored and evaluated staff performance, providing feedback and coaching for development.
- Developed employee work schedules that ensured efficient utilization of personnel while meeting patient needs.
- Scheduled visits with clients based on their individual needs while considering available resources.
- Responded promptly to inquiries from patients and families regarding services, billing questions.
- Resolved conflicts between staff and clients or their families to ensure satisfaction with services.
- Investigated incidents or complaints related to homecare services and took appropriate corrective action when necessary.
- Provided orientation training for new employees on policies and procedures relevant to their job duties.
- Participated in community outreach programs designed to increase awareness about available homecare options.
- Ensured compliance with applicable local, state and federal laws and regulations concerning homecare services.
- Monitored and maintained compliance with state and federal regulations for home care services.
- Coordinated with insurance companies to verify coverage and process claims for home care services.
- Supervised and evaluated home care staff in accordance with organizational policies and procedures.
- Recruited and hired new employees based on company needs and culture.
- Recruited and hired new employees based on company needs and culture.
Education
Some College (No Degree) - Health Information Management
Spoon River College
Canton, IL06-2026
Skills
- Case management
- Care coordination
- Scheduling management
- Staff development
- Customer service excellence
- Data entry accuracy
- Communication skills
Accomplishments
- Hustle Award 2024
- Hustle Award 2025
Timeline
Client Care Supervisor
Help at Home
09.2025 - 02.2026
Administrative Assistant/Covid Team
Fulton County Health Department
04.2025 - 11.2025
Home Care Supervisor
Help at Home
11.2020 - 07.2025
Some College (No Degree) - Health Information Management
Spoon River College