What does the Client Training Manager for CareFor do?
I train new and existing CareFor clients. I also carry out system demonstrations to potential customers and keep our Help and Support Knowledgebase up to date. I have recently started delivering CareLineLive onboarding sessions, which I have really enjoyed as it has added some variety to my role. I also help our lovely CareLineLive Support team occasionally.
Describe a typical day
Dynamic and engaging! Each day begins with a standup or team meeting, setting the tone for a productive day. From delivering training and onboarding users to eLearning, to setting up new environments and showcasing the system, there’s always something exciting happening. Any free time is spent enhancing our help and support site, ensuring users have the best experience possible.
What did you do previous to CareFor and CareLineLive?
I started at Webformed (as CareFor was then known) in November 2015 as a Client Engagement Specialist which is a fancy way of saying I worked on Support. I then moved over to Business Development, but I am not a natural salesperson so I was very happy in 2020 to move over and become the Client Training Manager.
Best part of the job
One of my favourite things in the whole world is talking, I am rarely silent so being able to talk to a wide variety of people on a daily basis is the perfect job for me. I love being able to listen to what users need and provide solutions to their needs. There is a lot of thinking on your feet as well when it comes to solving issues and thinking how the software can adapt to fit.
Worst part of the job
For me, it would be system downtime. Especially when it is due to external factors and completely out of our control. You feel like you are letting people down, not just the customers who are using the system but the clients and carers who are relying on the system to keep safe. Luckily CareLineLive has had zero downtime.
What do you enjoy most about working at CareLineLive?
The whole CareLine Live team have been amazing at integrating us in the past year or so. Everyone is really friendly, and you are never scared to ask for help or ask questions. It doesn’t feel like it is two separate companies, we are now one big team. We are fully trusted to work independently which I love as being micromanaged is one of my pet hates. I also love that there are clear processes to follow, which we didn’t really have previously.
What is something that people in home care have to deal with that you want to help fix?
Having more time. I always say when I am training or demonstrating the software that using a solution to its fullest, whether CareLineLive or CareFor, will give time back to them to concentrate on the most important aspect, which is caring. It is always really important that system users fully complete their onboarding so we can show them how to use features which really will free up time for them.
Surprising or a fun fact about you
I know I should probably highlight the volunteering I have done, such as the PTA or helping with my children’s grassroots football team, but I am going to be shallow and confess I am addicted to going on holiday. If I haven’t got a trip booked, I am always actively looking – my Notes app on my phone is filled with wish lists of destinations. I favour warmer destinations, mainly due to the fact I grew up in Manchester where summer consists of three days without rain.
