Home Care Hindsight

In Part 2, David and Jesse get into the leadership lessons that shape a home care business long before they show up on a spreadsheet. They discuss why staffing managers and schedulers are among the most undervalued people in the industry, how connecting them directly with clients and referral partners can improve care and business development, and why sales, staffing, and client care need to understand one another's challenges. The conversation then moves into a bigger question: What should a business actually be for? Jesse shares his philosophy that Hillendale Home Care should be a vehicle for people to grow into better, more capable versions of themselves. From the six human needs discussed by Tony Robbins to the Hero's Journey popularized by Joseph Campbell, they explore how leaders can create meaningful work, challenge their teams, and build a culture where talented people want to stay. Jesse also opens up about finding fulfillment in developing others, drawing on his experience as a wrestler and coach. The conversation takes a literary detour into books, including Pilgrim at Tinker Creek, Walden, and Theo of Golden, as David and Jesse reflect on presence, family, and the importance of slowing down enough to appreciate life outside work.  Finally, Jesse shares what he's proud of at Hillendale, including the launch of new locations in Marin County and Monterey County, and gives shout-outs to two people he believes deserve more recognition in home care: Cash Edwards of Greenstaff Home Care and Daniel Stringer. Lesson Takeaways: 1. Bring staffing managers closer to the people they serve. Schedulers and staffing managers do more than fill shifts. When they understand clients' needs, meet caregivers, and build relationships with referral partners, they can make better matches, improve care, and help drive business growth. 2. Treat mistakes as opportunities to learn, not reasons to blame. When something goes wrong, leaders should focus on understanding the situation, supporting the people involved, and preventing the same mistake from happening repeatedly. A team's response to a problem can strengthen relationships rather than damage them. 3. Build a culture where people can grow beyond their current roles. Great leaders challenge employees, expand their capabilities, and help them become more valuable and confident. Instead of making the business revolve around the owner, create an organization that serves as a vehicle for the growth and development of its people. 4. Create meaningful work and make room for presence. People want stability, variety, significance, connection, growth, and the opportunity to contribute. Leaders who understand these needs can build stronger teams while remembering that personal fulfillment also comes from being present with family, appreciating others, and enjoying life beyond professional accomplishments. Timestamps: 00:00 – Introduction 01:46 – Why staffing managers and schedulers are undervalued in home care 05:49 – How staffing, client care, and sales work together to build trust and grow the business 09:11 – How to turn staffing mistakes into opportunities to strengthen relationships 17:03 – The Hero's Journey and why a business should help its people grow 28:14 – Books, personal growth, and the importance of being present 32:02 – Hillendale's new locations and Jesse's recommendations for people to know in home care Resources: 1. Connect with Jesse Walters on LinkedIn: https://www.linkedin.com/in/jessewalters/ 2. Learn more about Hillendale Home Care: https://hillendalehomecare.com/ 3. Cash Edwards: Home care professional at Greenstaff Home Care 4. Daniel Stringer: https://www.linkedin.com/in/danieltstringer 5. Connect with David Knack on LinkedIn: https://www.linkedin.com/in/david-knack/ 6. Connect with Zingage on LinkedIn: https://www.linkedin.com/company/zingage/ 7. Powered by Zingage: https://zingage.com/ 8. Watch Episode on Zingage's YouTube: https://www.youtube.com/@Zingage Books and Literary Works Mentioned: 1. Pilgrim at Tinker Creek by Annie Dillard: https://a.co/d/0aMmmDE8 2. Walden by Henry David Thoreau: https://a.co/d/0cUaC8ri 3. Theo of Golden by Allen Levi: https://a.co/d/0iMOjEeg 4. Blood Meridian by Cormac McCarthy: https://a.co/d/08m6WODs 5. No Country for Old Men by Cormac McCarthy: https://a.co/d/0eTo36dg 6. The Road by Cormac McCarthy: https://a.co/d/0cwSbEFu

David Knack doesn't usually record an intro before an episode, but this conversation with his good friend Jesse Walters was so much fun that it turned into his first-ever two-part episode. While they cover plenty of home care, they also venture into personal development, leadership, family, and the unexpected ways we learn about ourselves along the way.  In Part 1, David and Jesse explore what happens when you achieve your biggest business goals but still feel like something is missing. After acquiring Hillandale Home Care and growing the business by approximately 800% in three and a half years, Jesse found himself caught in a familiar cycle: reaching one milestone only to immediately chase the next. The numbers looked impressive, but the fulfillment he expected wasn't there. He began to recognize how much of his ambition was tied to proving his worth, earning recognition, and believing that the next achievement would finally make him feel like he had made it. Through conversations about the Enneagram, executive coaching, personal development, and even Jesse's experience with painting, David and Jesse unpack the tension between pursuing meaningful goals and constantly measuring yourself against the next finish line.  Jesse shares how he's learning to appreciate the progress he's made, become more present with his wife and children, and separate his identity from his professional accomplishments. They also explore why self-awareness matters in leadership, how taking time to celebrate can change your perspective, and why building a successful business starts with understanding the person behind it. This is a candid conversation about ambition, fulfillment, and learning to recognize the value of where you are today… not just where you're trying to go. Lesson Takeaways: 1. Stop moving the goalpost. Constantly chasing the next milestone can prevent you from appreciating what you've already accomplished. 2. Separate your identity from your achievements. Business growth and professional success don't determine your worth as a person or the impact you have on others. 3. Understand what's driving your ambition. Self-awareness and personal development can help you recognize when your goals are rooted in genuine purpose versus a need for validation or recognition. 4. Practice self-compassion and be present. Learn to appreciate the journey, embrace imperfection, and show up for the people who matter instead of always focusing on what's next. Timestamps: 00:00 – Introduction 18:14 – From Planning a Year Off to Acquiring Hillandale Home Care 20:28 – Growing the Business by Approximately 800% in Three and a Half Years 21:31 – Jesse's Biggest Mistake: Always Chasing the Next Goal 25:33 – The Difference Between a Meaningful Mission and Personal Insecurity 27:49 – How the Hoffman Process Changed Jesse's Perspective 30:57 – Showing Up for Yourself, Your Family, and Your Company 37:22 – Self-Compassion and Recognizing Your Own Worth Resources: 1. Connect with Jesse Walters on LinkedIn: https://www.linkedin.com/in/jessewalters/ 2. Learn more about Hillendale Home Care: https://hillendalehomecare.com/ 3. Connect with David Knack on LinkedIn: https://www.linkedin.com/in/david-knack/ 4. Connect with Zingage on LinkedIn: https://www.linkedin.com/company/zingage/ 5. Powered by Zingage: https://zingage.com/ 6. Watch Episode on Zingage's YouTube: https://www.youtube.com/@Zingage

Nick Provost, Director of Client and Community Relations at Gratitude Home Care, joins David Knack to share the lessons he learned from starting his own home care company, navigating the challenges of entrepreneurship, and returning to the industry with a different perspective on growth and leadership. Nick reflects on his biggest business mistake: believing he knew more about home care than he actually did. After launching his own company in 2018, he became comfortable, encountered the challenges of COVID, and eventually fell out of love with the industry. His wife encouraged him to return in 2022, and the experience taught him the importance of humility, continuous learning, and staying excited about the work. The conversation explores what makes home care sales different from traditional sales. Nick explains why his team focuses on becoming a resource for referral partners, not just the families they serve. By sharing knowledge, connecting people, and building trust, agencies can create stronger relationships that lead to more meaningful referrals. In this episode, you'll discover: 1. Why Nick's experience running his own home care company taught him that knowledge and experience aren't the same thing. 2. How home care agencies can become valuable resources for referral partners instead of simply asking for referrals. 3. Why hiring salespeople with clinical backgrounds can help build trust with families and healthcare professionals. 4. How to identify coachable salespeople and recognize when a hiring decision isn't working. 5. Why letting go of control and trusting your team can unlock business growth. 6. How your physical office location can influence the private-pay clientele your agency attracts. 7. How Gratitude Home Care achieved its best quarter by staying committed to excellent service, even during a traditionally slow season. Lesson Takeaways: 1. Never stop being a student of home care. Knowing the industry isn't the same as having the experience to run a successful business. Stay humble, keep learning, and seek perspectives beyond your own market. 2. Bring value before asking for referrals. Become a resource for referral partners by sharing connections, knowledge, and opportunities that help them do their jobs better. Trust grows when the relationship goes beyond transactions. 3. Hire for coachability, not just experience. Industry veterans may bring valuable knowledge, but they can also bring habits that don't fit your business. Look for people who are eager to learn, understand your approach, and grow with your organization. 4. Teach your sales team how the whole business works. Salespeople need to understand operations and the services their colleagues provide. That knowledge helps them communicate confidently with families and referral partners. 5. Know when to let go. Trying to manage every client issue yourself can prevent you from focusing on growth. Trust capable team members and delegate responsibilities to the people best equipped to handle them. 6. Be intentional about your office location. In private-pay home care, where your agency is based can influence whether prospective clients feel comfortable contacting you. Consider your target market when choosing an office. 7. Protect service quality when business gets busy. Growth means little if the client experience suffers. Gratitude Home Care's strong summer demonstrated the value of maintaining attention, listening carefully, and treating every client as a priority. Timestamps: 00:00 – Introduction 03:30 – Stop asking for referrals and start becoming a resource 08:39 – Why clinical backgrounds can make great home care salespeople 13:32 – Nick's biggest business mistake 22:08 – How letting go of control helped Gratitude Home Care grow 31:35 – The overlooked business advantage of your office location Quotes 1. "I thought I knew a bunch. I didn't know anything." — Nick Provost Resources: 1. Connect with Nick Provost on LinkedIn: https://www.linkedin.com/in/nick-provost-cgcp-127b0522/ 2. Learn more about Gratitude Homecare: https://www.linkedin.com/company/gratitude-homecare-nj/ 3. Connect with David Knack on LinkedIn: https://www.linkedin.com/in/david-knack/ 4. Connect with Zingage on LinkedIn: https://www.linkedin.com/company/zingage/ 5. Powered by Zingage: https://zingage.com/ 6. Watch Episode on Zingage's YouTube: https://www.youtube.com/@Zingage

Olivia Jones, Executive Vice President of Operations at Care Advantage, joins David Knack to share lessons from nearly three decades in home care from starting as a caregiver to leading operations across Virginia, DC, and Maryland. She explains how moving from frontline problem-solving into strategic leadership changes the way you think about people, processes, and performance. Olivia argues that leaders need to be careful not to become so focused on KPIs that they lose touch with the frontline. While data and strategy are essential for scaling, she believes the mission and the people doing the work must remain at the center of decision-making. Olivia also discusses the realities of home care, including caregiver recognition, customer service, scheduling, and the importance of building care teams instead of relying on a single caregiver. She explains why consistency matters so much to clients and how setting realistic expectations can create a more reliable care experience. The conversation also looks at technology and AI in home care. Olivia believes technology can take mundane work off employees' plates, but emphasizes that technology cannot replace physical presence. She shares why leaders still need to spend time in their markets, observe the work firsthand, and recognize what's going well, not just hear about problems. In this episode, you'll discover: 1. Olivia's journey from the front lines of home care to executive leadership at Care Advantage. 2. How Care Advantage evolved from five locations to an organization serving thousands of caregivers. 3. Why technology can improve operations but cannot replace human connection. 4. How Care Advantage approaches care teams, caregiver support, and client relationships. 5. Why clinical expertise and measurable outcomes are changing the role of personal care in healthcare. Lesson Takeaways: 1. Stay close to the frontline. Growth and KPIs should never disconnect leaders from the people delivering care. 2. Develop people, not dependency. Great leaders teach their teams how to solve problems instead of solving everything for them. 3. Build for consistency. A strong care team can provide clients with more reliable support than depending on one caregiver. 4. Invest in caregivers. Recognition, development, and clear career paths can strengthen the people at the center of the business. 5. Prove the value of personal care. Clinical rigor and outcome measurement can help demonstrate how home care improves quality of life and keeps people out of the hospital. Timestamps: 00:00 – Don't let KPIs disconnect you from the frontline 02:51 – Olivia's journey from caregiver to executive leader 07:30 – The most important thing a leader can do 08:33 – Teaching employees to solve problems themselves 14:35 – Growing from five locations to nearly 10,000 caregivers 18:41 – Why AI can't replace physical presence 19:47 – What leaders discover by staying close to clients 26:54 – What home care really is 30:58 – Why care teams create consistency for clients 33:49 – How agencies can better support caregivers 35:38 – Why personal care needs clinical expertise 37:44 – Measuring outcomes and proving the value of personal care Quotes 1. "You're in the danger zone when you get so disconnected from what's happening out there on the frontline." — Olivia Jones 2. "The tech can't replace physical presence." — Olivia Jones Resources: 1. Connect with Olivia Jones on LinkedIn: https://www.linkedin.com/in/oliviajones/ 2. Learn more about Care Advantage: https://www.careadvantageinc.com 3. Care Advantage's LinkedIn: https://www.linkedin.com/company/careadvantageinc/posts/ 4. Connect with David Knack on LinkedIn: https://www.linkedin.com/in/david-knack/ 5. Connect with Zingage on LinkedIn: https://www.linkedin.com/company/zingage/ 6. Powered by Zingage: https://zingage.com/ 7. Watch Episode on Zingage's YouTube: https://www.youtube.com/@Zingage

Ethan Schwartzbach, CEO of Flychain, joins David Knack to unpack the financial and operational challenges that can make or break a growing home care business. From messy financials and generic accounting systems to benchmarking and proactive decision-making, Ethan explains why having accurate, home-care-specific data can fundamentally change how owners run their businesses. Ethan also shares one of Flychain's biggest early mistakes: building too much in a silo instead of staying close to customers and prospects. He explains how that experience changed the company's approach to product development and reinforced the importance of listening to the people actually using the technology. The conversation also tackles one of the most talked-about topics in healthcare technology: AI. Ethan argues that AI can be transformational, but warns against treating it like a magic solution. He and David discuss the risks of automating bad processes, the importance of AI governance and guardrails, and why home care organizations need to think carefully about how technology affects caregivers and other stakeholders. As the conversation moves into growth, Ethan explains why growing too quickly can create financial problems weeks or months down the road, why cash-flow forecasting matters, and why successful agencies consistently invest time in their clinical and operational teams. He also breaks down how the right KPIs can turn financial data from a source of confusion into actionable information. In this episode, you'll discover: 1. How generic accounting systems can make it difficult to understand profitability, corporate structures, expenses, and performance at the level home care operators actually need. 2. Why Ethan believes Flychain moved too quickly without enough customer feedback early on, and how staying close to users reshaped the company's product development. 3. How accurate, granular financial data can help owners move beyond using their books as a tax placeholder and start using them to make business decisions. 4. Low staffing costs, utilization, cancellations, caseload, and other underlying variables can affect gross profit, and why simply looking at one top-line number isn't enough. 5. Why automation can actually create more work or damage relationships when the underlying process isn't working in the first place. 6. How regularly creating forums for clinical and operational employees can improve engagement, retention, and their connection to the organization. 7. Why tracking metrics like cancellation rates is only the first step, and how breaking those metrics down can reveal the operational issues driving them. Lesson Takeaways: 1. Clean financial data is more than bookkeeping. Accurate, granular numbers can help home care owners make proactive decisions rather than simply report what already happened. 2. Build with the customer, not just for the customer. Ethan's biggest early lesson was that what makes sense internally can be very different from what customers actually need. 3. AI isn't a substitute for good processes. Technology works best when the underlying workflow is already thoughtfully designed. 4. Growth needs financial discipline. Taking on more clients and hiring ahead of demand can create cash-flow problems if growth is uneven or temporary. 5. Your employees are the lifeblood of the organization. Successful agencies create opportunities for clinical and operational employees to provide feedback and feel like people rather than cogs in a system. 6. Don't let data become decision paralysis. Focus on the handful of financial metrics and KPIs that actually help you determine what action to take. 7. Benchmarks need context. Knowing your number isn't enough, you also need to understand what good performance looks like and which underlying variables are driving the result. 8. The goal of financial intelligence is action. The most useful data is information that can be interpreted quickly and translated into a specific next step. Timestamps: 00:00 – Introduction  02:10 – Why Flychain is positioned as a home-care-specific alternative to QuickBooks 03:02 – Granular financial data and benchmarking for home care 05:16 – Ethan's biggest mistake: building too much in a silo 11:35 – Moving from retroactive analysis to proactive business decisions 14:36 – What Ethan thinks is overrated in home care 16:36 – What happens when you automate a bad process 17:48 – AI governance, context, and guardrails 19:19 – The small financial mistakes that become bigger problems 20:26 – "Death by a thousand paper cuts" and financial mismanagement 25:50 – The key metrics that help owners make decisions 29:55 – What Ethan is proud of at Flychain 30:23 – How benchmarks define "good" for home care agencies 31:43 – How to connect with Ethan and Flychain Quotes 1. "Building what's in our brains can actually be quite different from what an actual user and customer wants to see." — Ethan Schwartzbach 2. "It's a lot easier to make those decisions and be proactive about your business when you have the numbers that will tell you a story." — Ethan Schwartzbach 3. "At the end of the day, that is the lifeblood of your organization. It's your employees." — Ethan Schwartzbach Resources: 1. Connect with Ethan Schwartzbach on LinkedIn: https://www.linkedin.com/in/ethan-schwarzbach-baa09571/ 2. Learn more about Flychain: https://www.flychain.us/ 3. Email Ethan: [email protected] 4. Connect with David Knack on LinkedIn: https://www.linkedin.com/in/david-knack/ 5. Connect with Zingage on LinkedIn: https://www.linkedin.com/company/zingage/ 6. Powered by Zingage: https://zingage.com/ 7. Watch Episode on Zingage's YouTube: https://www.youtube.com/@Zingage