How Home Instead Built a High-Performing Team with Remote Staffing

How Home Instead Fort Wayne Stabilized Scheduling & Saved Over $25K/Year Per Scheduler with ClearDesk

Home Instead Fort Wayne had been battling nonstop scheduler turnover, four schedulers in less than two years, creating instability that threatened both caregiver support and their President calls "gold standard of care."

“Our remote team member is doing a phenomenal job. We work well with him. He listens, we listen. It’s just been a really good partnership.”
— President | Home Instead Fort Wayne

Challenges

1. Constant Turnover in a Mission-Critical Scheduling Role

Scheduling is the operational backbone of Home Instead:

Matching caregivers to clients
Managing call-offs and last-minute changes
Ensuring continuity of care

But before ClearDesk, the role was a revolving door:

4 schedulers in the previous 12–24 months
Weeks lost to retraining
Poor role fit leading to early exits
Stress and pace overwhelming new hires
Ripple effects impacting caregivers and clients

This instability made it nearly impossible to deliver “gold standard care.”

2. Difficulty Hiring & Retaining In-Person Staff

Local hiring challenges made the problem worse:

Few candidates with the mix of resilience, communication skill, and problem-solving
Competitive salaries made each mis-hire expensive
Turnover drained time, money, and momentum

Kevin needed a sustainable solution, not another short-term hire.

3. No Scalable Structure for Growth

Constant replacement forced leadership to:

Restart onboarding again and again
Fight fires instead of investing in caregivers
Slow down operational improvements

A stable foundation was essential for growth.

The ClearDesk Solution: A Stable, High-Performing Remote Scheduler

ClearDesk partnered closely with Kevin and his leadership team to understand:

The pace, stress, and complexity of scheduling
Communication expectations with caregivers and families
The culture and values behind “gold standard care”

From there, ClearDesk sourced a Remote Team Member (RTM) from the Philippines who aligned with both the skill profile and character profile needed for long-term success.

What ClearDesk Focused On

Learning Home Instead’s workflows, goals, and pain points
Defining the ideal scheduler profile
Prioritizing strong English communication & customer service experience
Ensuring cultural and relational fit
Building long-term reliability, not quick replacement

ClearDesk Scheduler Responsibilities

Day-to-day scheduling & rescheduling
Managing caregiver call-offs
Coordinating with office teams
Supporting continuity of care
Handling operational tasks tied to scheduling

Ramp-Up & Training

Home Instead treated onboarding as a strategic investment:

6–8 weeks to independence
Training on systems, processes, and client expectations
Coaching on communication style and pace
Regular feedback loops with leadership

Once trained, the RTM could “run with the role,” delivering consistency the organization had been missing.

See below how the RTM’s expertise aligned with the organization’s values.

Results Working With ClearDesk

ClearDesk provided the long-term stability Home Instead needed to support caregivers, serve clients smoothly, and free leadership from constant retraining.