Customer Service & Family Communication

Customer Service & Family Communication develops reliable, respectful service habits and clear communication with participants, authorized representatives, and families.

What You Will Learn

• Deliver dependable service in the participant’s private home.
• Use active listening and plain, respectful language.
• Protect confidentiality and verify who is authorized to receive information.
• Respond to complaints without defensiveness, retaliation, or false promises.
• Escalate and document service concerns accurately.

This course supports caregiver education. Staff must also follow the participant’s current service plan, Olivia Home Care Services policies, emergency procedures, and applicable program requirements. Course completion does not replace hands-on competency verification or licensed clinical instruction when required.

Course Instructor

Olivia Caregiver Academy Author