The Super Service Award from Angie’s List, which we feature on the front page of our Web site, is given to only the top 5% of businesses. In a sense, it’s a “word of mouth” advertising on which so many of us rely when making decisions about the services we need. This award reflects the many positive reviews our company has received from among the hundreds of families we’ve served in the Orlando area for the past nine years. We’re thankful these families entrusted the care of their loved ones to my team of caregivers and nurses and other support staff. Their experiences can inform your decision making process as you consider options for your family. When my wife and I were choosing a home care provider for her mother years ago, resources for independently verifying the trustworthiness and reliability of other companies were not available. Because of this, we were forced to learn the hard way–by trial and error. Over the years my mother in law lived with us, we used three different companies and learned much about the qualities that constitute excellent service and the qualities that shape how we provide care for families today.
We never send a stranger. In our experience, one of the most difficult aspects of being the client of a home care agency was having caregivers show up at our door without being properly introduced or prepared, or in the case of having a substitute, not getting any advance notification of a change –then dealing with substitutes who were poorly prepared to provide appropriate care for Marian's mother's needs. With Senior Helpers, this will not happen. A proper introduction will be made. Caregivers are supervised employees, not independent contractors. We are not a referral service or “nurse registry,” where workers are assigned to cases, leaving families to sort through the fine points themselves –whether taxes get paid, whether background checks have been performed, whether they’re bonded and insured. We do all these things in advance, along with testing skills, verifying credentials, speaking with families they’ve worked with before. Nurse support is available 24/7. Few things are as traumatic as being rushed to a hospital on a stretcher, but when a caregiver cannot call a nurse for advice about how to deal with medical situations; the only option may be calling 911. Barring a life-threatening emergency, this should not be the first phone call a caregiver makes. Most private-duty home care companies offer little or no nurse support.
Another way we communicate to prospective clients that we are the best choice for in-home care in the Orlando area is by arranging for Home Care Pulse, an independent research company, to survey our clients-any client they wish, any time they wish.
Home Care Pulse recognized Senior Helpers as among the top 5% of home care companies whose clients were surveyed, evaluating client satisfaction in areas such as care-giver training, communication, overall quality of care, caregiver performance, and responsiveness to problems, are just a few of the twelve categories Senior Helpers is scored in.
Yet another measure of the quality of our care involves a distinction that only 8 percent of home care companies in the nation hold: accreditation by The Joint Commission. The standards to which we are held exceed those of the state Agency for Health Care Administration by verifying that we focus more effort on quality improvement rather than simply meeting minimum standard.
But that’s not all. We are among a relatively few in-home care providers who are members of the Better Business Bureau, where consumers can verify the track record of a company–looking for records of complaints and whether these were resolved properly and other indicators of trustworthiness.
If you are just starting the process of selecting an in-home care company, it may be helpful to provide some basic information about what we do and some frequently asked questions you may have. To help you answer these questions, we offer a number of guides that we can email or mail to you:
Melissa joined Senior Helpers in the summer of 2011. She has a degree in Counseling and is currently pursuing her Master’s in Human Services from Southeastern University. As a Home Care Consultant, Melissa assisted families with accepting their need for care and start services with appropriate schedules and well-suited caregivers. Eventually, with a desire to improve the quality of care our client’s received, she moved into Human Resources where she focused on recruitment, compliance, continuing education, and employee relations. Melissa now oversees the day to day operations of Senior Helpers as the Executive Director and leads our team of directors in the areas of leadership and business development. Melissa has a heart for developing all of the Senior Helpers employees into leaders who have a heart for the senior citizen community, specifically in the areas of Alzheimer’s and dementia care. Melissa values education and believes in consistent personal and professional development. She has a personal mission statement to wake up each day physically, mentally, and spiritually better than she was the day before so she is equipped to produce excellent work. Her dedication and eye for excellence have presented her with daily opportunities to make a positive impact in the lives of those she leads, the community, and the world. Melissa is the queen of improving processes, creating new ones based on quality improvement analysis’, and establishing proper workplace communication flow. She encourages each of her employees to read and understand the book “Servant Leadership, ”which has established the cultural foundation for Senior Helpers Orlando. Melissa has filled the Senior Helpers office and employee inboxes with words of inspiration and encouragement. She has a knack for lifting other’s up when they’re down and serves as the prime example for what a strong leader and professional should be. Senior Helpers is grateful for her servant leadership mentality and fun-loving presence in our office!
Community Relations Director
Brittney has worked with Senior Helpers since 2014. She is responsible for community partnerships, events, and the oversight of the Senior Helpers Sales, Marketing, and Alzheimer’s and dementia training programs. Brittney is trained through Second Wind Dreams to put on the Virtual Dementia Tour for the community and Senior Helpers caregivers. She has a Bachelor’s degree in Health Services Administration with a minor in Health Sciences. She is currently pursuing her Master’s degree in Health Services Administration at the University of Central Florida.
Aubrie Depkin, MHA
Director of Operations
Aubrie started with Senior Helpers in the summer of 2012 as a CNA. She joined our team as our Lead Scheduler in 2013 and has moved up within the company since then. Aubrie earned her Bachelor’s in Health Sciences and soon went on to earn her Master’s degree in Health Care Administration along with two minors, which focus in marketing and gerontology. She oversees the daily operations of our office, including the wonderful internal staff and our caregivers. Aubrie is the head of our Veteran’s Care program, as well. She is a prime example of workplace dedication and loyalty. She has a huge heart for serving our senior citizen community and is an authentic leader among our office staff and caregivers!
Care Team Manager
Cynthia started with Senior Helpers in early 2015. She coordinates caregiver schedules while also tracking our Telephony system, which alerts the office if a caregiver has not arrived at a client’s house on time. Cynthia has a background in caregiving, including an HHA Certificate, and brings this valuable experience to preparing our caregivers for each case they are assigned, as well as, taking proper care in ensuring the client and caregiver will be a good match. Cynthia has five years of in-home health care experience and truly has a gift for multitasking, organization, and communication.
Jamesha Guinyard, MS-HSA
Human Resources Manager/Compliance Officer
Jamesha has been with Senior Helpers since April of 2016. She was hired on as a Human Resources Coordinator, and quickly moved to a manager role upon completing her Master of Science in Health Services Administration from UCF. Jamesha has a bachelor’s degree in Business Management from Daytona State College. She is responsible for caregiver hiring, compliance, orientation and ensuring all of our caregivers are screened and quality employees. Her eye for detail and diligent work ethic makes her a great asset to the Senior Helpers team!
Liz Velez, RN
Director of Nursing
Elizabeth, or “Liz”, has been a Registered Nurse for 3 years now, and her experience varies among the different health care divisions. Liz started in home care at Senior Helpers as a Home Health Aide and worked in the office as a Care Team Nurse after she graduated from nursing school. She then decided to further her clinical experiences in other fields. She worked on a Pediatric Observation Unit and Mother Baby Unit during her time away from Senior Helpers and loved helping the future generations of our world! Currently, Liz is back at Senior Helpers part time and working at a Rehabilitation Hospital, as well. Liz feels that being a nurse is more than a job or a safe career option, it is a true blessing!
Leslie Murphy, RN
Care Team Nurse
Leslie started with Senior Helpers in the spring of 2017, and brings to us her vast experience in the nursing industry. She earned her degree from Valencia State College. She has worked in the ICU, oncology, reconstructive surgery, but her favorite part of it all has been serving in Mexico on medical mission trips. She volunteers with Shepherd’s Hope Clinic, as well. Leslie lives in Oviedo with her husband and three dogs. She is native to Winter Park, and thoroughly enjoyed growing up in this area. Leslie takes great pride in being an advocate for her patients and their families in order to provide the best personalized care possible.
Care Team Support Specialist
Sharyn joined the Senior Helpers team in the summer of 2015 as a Care Team Support Specialist. Senior Helpers took care of Sharyn’s mother. She was so impressed with the compassion and support she received, that she eventually joined our team! Sharyn currently works close with Human Resources and Nursing staff to ensure our caregivers are quality employees. Sharyn helps ensure caregiver orientation runs smoothly, our caregivers are interviewed properly, and all of our orientation nursing packets are ready to be distributed. Sharyn is originally from New York City, and graces this office with her fabulous accent!
Client Care Coordinator
Kayla Marie joined Senior Helpers in 2017 as the Client Care Coordinator. Kayla Marie earned her Bachelor’s degree from University of Central Florida in Health Services Administration with a minor in Business Management. She has plans to pursue her Master’s Degree in Health Services Administration in the near future. Kayla Marie has a passion for volunteer work in the long term setting, ICU setting, and with children of all ages. She became a Certified Nursing Assistant during high school years, and has worked in the Skilled Nursing Facility setting as a Certified Nursing Assistant. As the Client Care Coordinator, Kayla Marie assists the Sales and Marketing Director in client onboarding, and managing client relationships.
Andrew started with Senior Helpers in early summer 2017 with a huge smile, contagious personality, and a heart for senior citizens. Andrew is responsible for assisting in daily administrative tasks such as directing phone calls, assisting with long term care insurance submissions, and reviewing our caregiver progress notes. He also ensures our caregivers have all of the supplies they need to be successful in the homes of our clients, as well as greets everyone who comes through our door like they are family!