Jessica Houlihan
Director Of Operations
Apache Junction
Summary
Over twenty years of experience successfully advising, guiding, and managing care for seniors, young adults, and youth with physical, mental, and emotional disabilities. Expertise in educating and supervising caregivers, clients, and families to address behavioral and health-related challenges. Strong skills in strategic marketing, community outreach, and developing sustainable referral relationships. Top-performing leader actively involved in operations, forecasting, and implementing growth strategies to maximize profits. Compassionate nature allows for serving as a mentor and collaborator with deep cultural awareness. Truly passionate about making a difference through service.
Overview
9
9
years of professional experience
2000
2000
years of post-secondary education
6
6
Certifications
Work History
Director of Operations
Amada Senior Care
08.2023 - Current
- Lead all operational aspects of a high-volume, award-winning non-medical home care agency, serving over 100 clients and managing a growing team of 120+ caregivers.
- Developed and implemented scalable systems for scheduling, onboarding, and communication—reducing missed visits by 35% and improving caregiver response times.
- Wrote and developed comprehensive policies and procedures to ensure operational consistency, state compliance, and high standards of care across all departments.
- Launched and integrated Amada Care Plus, powered by Sensi AI, offering 24/7 smart monitoring to enhance care and improve client peace of mind.
- Oversaw the rollout of CoachUp Care, increasing caregiver engagement through a points-based recognition program and fostering a collaborative team culture.
- Built and maintained a best-in-class onboarding program, offering paid in-house training led by licensed nurses, therapists, and certified dementia practitioners—boosting caregiver retention by 28%.
- Ensure ongoing compliance with state and local regulations, maintaining a flawless record during annual audits.
- Collaborate with owners, HR, finance, and marketing teams to drive strategic growth, referral partnerships, and community outreach.
- Handle high-level client concerns, complex scheduling needs, and sensitive incidents with professionalism, compassion, and urgency.
- Uphold Amada’s core values in every decision: work the land, be confidently humble, grateful, and do the right thing.
Trusted Advisor/Community Liaison
Sunland Home Care
11.2018 - 11.2023
- Created a reliable network of community partners and referral sources valley wide.
- Developed the newly formed Scottsdale Region resulting in 90% new client sales.
- Generated an average of 85 to 160 hours of care at The Springs of Scottsdale.
- Conduct in-home assessments to validate the appropriate level of care and determine cost for services.
- Successfully signed 250+ clients.
- Provide KPI’s on cost rate analysis, sales, referrals, leads, etc.
- Respond to telephone inquiries, remotely and in real time when possible.
- Organization of and representation through outreach events, network meetings, and community functions.
- Manage budget, provide input, and accurate pricing for cost related marketing materials and functions.
- Identify potential new markets and create a plan to enter the market.
- Create and publish marketing materials and engage all forms of media and outreach promote marketing events.
- Scheduler for all clients; manage caregiver hours and overtime.
- Provide 24/7 counseling for caregivers and families in difficult or crisis situations.
- Offer training on subjects such as Alzheimer’s and Dementia.
Community Liaison
Emblem Home Health
11.2022 - 10.2023
- Serve as the primary contact between referral sources and the agency, consistently increasing patient admissions by cultivating relationships with hospitals, SNFs, ALFs, and physician offices.
- Conduct in-service presentations and community events to educate providers and families about home health services.
- Analyze territory data to identify growth opportunities and develop strategic marketing plans.
- Collaborate with clinical and administrative teams to ensure seamless patient transitions and high-quality care coordination.
Care Manager
Family Home Care
11.2016 - 10.2018
- Managed case oversight for 50+ clients, including assessments and customized care planning.
- Conducted in-home evaluations to determine appropriate care levels.
- Developed care plans and provided families with motivational and educational support.
- Supervised 50+ caregivers, including hiring, onboarding, and orientation.
- Delivered continuous in-home, hands-on training for caregivers and clients.
- Designed and facilitated training programs on Alzheimer’s, dementia, behavior management, mobility support, and infection control.
- Provided 24/7 on-call support for both caregivers and client families.
Family and Community Team Facilitator
Child and Family Support Services
11.2015 - 11.2016
- Facilitate the transition youth/young adults discharged from behavioral health hospitals and/or residential treatment facilities back to their family/placement.
- Behavioral health assessments, intakes, discharges, and support plans.
- Provide in-home support to meet the needs of the enrolled youth, as well as necessary skills to the family unit to complete objectives and goals successfully.
- Attend and facilitate child and family team meetings, support team meetings, hospital staffing, and other team meetings.
- Document and report skills training, family support, and case management.
- Provide, develop, and execute sustainable activities in/out of the community for the youth/young adult and their family/placement.
- Educate families on behavioral health issues and techniques.
Education
Graduation Certificate -
Red Mountain High School
Mesa, ArizonaAssociates of Art - Emphasis in Social Work
Mesa Community College
Mesa, ArizonaSkills
Strategic planning and execution
Procedural improvements
Operations management
Performance analysis
Efficient resource management
Interpersonal skills
Teamwork and collaboration
Operational oversight
Staff training/development/improvement
Strong organizational skills under multitasking conditions
Workforce management
Certification
Certified Dementia Practitioner
Timeline
Director of Operations
Amada Senior Care
08.2023 - Current
Community Liaison
Emblem Home Health
11.2022 - 10.2023
Trusted Advisor/Community Liaison
Sunland Home Care
11.2018 - 11.2023
Care Manager
Family Home Care
11.2016 - 10.2018
Family and Community Team Facilitator
Child and Family Support Services
11.2015 - 11.2016
Associates of Art - Emphasis in Social Work
Mesa Community College
Graduation Certificate -
Red Mountain High School
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