case study
Success Story: How 6 Virtual Assistants Helped a Home Care Agency Scale and Achieve 24/7 Support.
A home health provider based in Ontario, Canada, serves aging individuals, those with chronic conditions, and clients recovering at home. With a commitment to high-quality, compassionate care, the agency has grown significantly, providing essential support services across multiple regions, including Toronto, Hamilton, Kitchener, Guelph, Waterloo, Burlington, Oakville, Mississauga, and St. Catharines-Niagara.
The Challenge
As the agency expanded, it faced increasing operational challenges in managing 24/7 client and caregiver support. The internal office staff was stretched thin, struggling to cover overnight, weekend, and holiday support. Calls from caregivers and clients needed immediate attention, yet hiring additional local staff was cost-prohibitive. The leadership team sought a cost-effective way to bolster their back-office operations without compromising service quality.
The Solution: Partnering with SallySupport
To enhance operational efficiency and provide round-the-clock support, the agency partnered with SallySupport. They hired six full-time virtual assistants (VAs) who seamlessly integrated into their existing team. The VAs were trained to handle critical tasks, including:
- Answering client and caregiver calls promptly
- Scheduling assistance and appointment coordination
- HR and recruiting support (e.g., reference checks, document verification)
- Administrative tasks such as pulling reports and following up on mandatory training
- Escalation processes for urgent HR matters
- Utilizing tools such as RingCentral for communication and AlayaCare for scheduling caregivers
Overview.
The agency leadership shared positive feedback during a 30-day check-in. Mackenzie L, a key local team member, expressed appreciation for how the VAs have alleviated the burden on their office staff. She noted, “We’ve been so happy with the service. This has been a great move for us. It’s given a lot of life balance back to our office staff.” She also highlighted how the VAs are developing a strong team dynamic, stating, “The six of them are really close and have been getting to know my team as well. It’s been a really good merge.”
Additionally, Mackenzie L mentioned how the VAs are proactive in seeking solutions, saying,
They’re always thanking us for setting them up with this opportunity. They are eager to learn, and they’ve found home care to be a really special industry to work in.” She also highlighted how the VAs initially felt hesitant but have grown more confident, adding, “At first, they were nervous about handling urgent situations, but with our training and their growing experience, they now feel much more equipped to handle any challenge that comes their way.
VAs also reported that they are enjoying the role and finding the work meaningful. They expressed that initially, they were nervous about handling complex situations but felt reassured by the training and ongoing support. As one VA shared, “We didn’t really understand home care at first, but now we see how important our role is in supporting caregivers and clients.” Another VA emphasized, “It’s rewarding to know that our work directly helps caregivers and makes their jobs easier.”
By implementing this solution, the agency ensured continuous coverage, particularly during evenings, weekends, and holidays, without the need for expensive local hires.
Results & Impact.
- Improved Response Time: Clients and caregivers now receive immediate assistance, reducing delays in service coordination.
- Cost Savings: By utilizing virtual assistants, the agency significantly reduced labor costs while maintaining high-quality operations.
- Staff Productivity: Local staff can now focus on high-value tasks without being overwhelmed by administrative duties.
- Enhanced Caregiver Support:Caregivers receive the guidance they need in real-time, preventing burnout and turnover.
- Scalability: The agency now has the flexibility to scale operations without worrying about staffing constraints.
Conclusion.
By integrating SallySupport’s virtual assistants, this home care agency successfully expanded its capacity to provide seamless, 24/7 client and caregiver support. The partnership not only improved efficiency but also strengthened the agency’s reputation for reliability and responsiveness.
As they continue to grow, the agency remains confident that their hybrid team—blending local staff with virtual assistants—ensures the best possible experience for clients and caregivers alike.