Community Manager

Our Heroic Story:

What began with a personal search for better care revealed a simple truth: how you age changes everything. Families needed more than support. They needed care that felt human, consistent and worthy of trust.

That belief became the foundation of Hero Home Care and our commitment to transform how care is delivered for a better aging journey.

Since then, Hero Home Care has been trusted by more than 3,000 families and has delivered over 1,000,000 hours of in-home care across our communities. At its core, Hero Home Care is about helping people stay connected, supported and living the life they love, with a focus on creating more Moments That Matter™ each and every day.

Now, Hero Home Care is bringing that proven model of care to more communities across Canada. By combining strong local leadership with the systems, experience and support of Hero Home Care, we are building a network of communities that can deliver the same trusted, relationship-based care wherever we grow.

Our vision is clear: to become Canada’s most trusted and admired home care brand, one community, one family and one Hero at a time.

Who We’re Looking For:

Hero Home Care is looking for an entrepreneurial leader who wants to build a meaningful business and become a trusted presence in their own community. As Community Manager, you will help lead a local Hero Home Care community alongside the Care Manager, serving as one of the primary faces of Hero Home Care in the region and taking shared accountability for the community’s growth, reputation and overall success.

Your primary responsibility is generating awareness, building relationships and helping more families choose Hero Home Care. You will develop local referral partnerships, lead community marketing, identify storytelling and public relations opportunities, manage prospective clients and conduct in-home Care Consults. Through thoughtful follow-up and consultative conversations, you will help families understand their options and determine whether Hero Home Care is the right fit.

Once a new client is ready to begin service, you will complete a clear and detailed handoff to the Care Manager, who will lead care planning, caregiver matching and ongoing service delivery. You will remain connected to the client journey, helping ensure the expectations established during the consultation are understood and reflected in the care experience.

You will work in close partnership with the Care Manager, who leads client onboarding, care operations, caregiver performance and service quality. Although each role has a distinct focus, both leaders are accountable for the success of the whole community. You will be cross-trained to support one another, understand operational capacity and step outside your primary responsibilities when needed. Growth must remain aligned with the community’s ability to deliver exceptional care.

Healthcare certification and previous healthcare experience are not required. This role is designed for someone with strengths in consultative sales, business development, marketing, relationship management, community engagement or small-business leadership. You should be someone who enjoys building trust, creating opportunities and taking ownership of measurable results.

Hero Central provides the foundation behind the community, including finance, payroll, billing, digital marketing, scheduling support, recruitment resources, technology, policies, training and operational guidance. You will also benefit from Hero Home Care’s trusted brand, proven systems and more than 20 years of experience delivering home care.

Hero Central provides the infrastructure. You and the Care Manager bring the local leadership, relationships and accountability that make the community successful.

A Day in the Life:

You begin the day by reviewing the community’s priorities, active opportunities and key performance metrics. Hero Central has completed the initial inquiry for a family considering care, and you are preparing for an in-person Care Consult to help move the opportunity across the finish line. At the same time, you are checking in on referral activity, revenue performance and any operational issues that may need attention with the Care Manager.

During the Care Consult, you stay curious and focused on what matters most to the family. You explain the Hero Home Care strengths that are most relevant to their situation, answer questions, address concerns and create a clear path toward starting care. When the family is ready to move forward, you begin the Care Plan in WellSky, ensure important information is transferred accurately from Zoho CRM and prepare a complete handoff to the Care Manager.

From there, your day may shift into supporting the community wherever needed. You might join the Care Manager for a new-client welcome, introduce a new Hero, help with a care-related visit, support recruitment and onboarding, check in with Heroes or assist with practical needs such as transportation or equipment delivery. You stay close enough to the care operation to step in when support is needed and help keep the community moving.

Later, you may meet with a referral partner, organize a team or community activity, work with Hero Central on a local marketing initiative or review the community’s metrics to identify where performance is off track.



You bring those insights back to the team, help develop practical solutions and make sure priorities remain clear.

No two days look exactly the same. The role moves between client acquisition, community relationships, team support and business operations, with one constant: taking ownership of what the community needs to succeed.

What You Will Be Responsible For:

Community Growth and Business Development:

● Develop and execute a local plan to achieve community growth and revenue goals.

● Build trusted relationships with healthcare professionals, senior-serving organizations, local businesses and community leaders.

● Create a consistent pipeline of referrals, Care Consults and partnership opportunities.

● Represent Hero Home Care through networking, presentations, educational events and community activities.

● Maintain referral relationships through thoughtful and consistent follow-up.

● Monitor the local market and identify new opportunities for sustainable growth.

Care Consults and Client Conversion:

● Work closely with the Hero Central Sales & Marketing team, who manage initial inquiries and may conduct virtual Care Consults, to ensure each qualified prospect has a clear path toward starting care.

● Act as the primary local community lead responsible for helping move prospective clients across the finish line through in-person Care Consults, local relationship-building and follow-up when additional support is needed.

● Understand the client’s needs, preferences, family dynamics, concerns and desired outcomes, while clearly explaining Hero Home Care’s services, pricing and differentiators.

● Once a family chooses Hero Home Care, begin the Care Plan in WellSky and ensure all relevant information, commitments and client details are accurately transferred from Zoho CRM.

● Complete a clear and timely handoff to the Care Manager, including client needs, risks, preferences, service expectations and any outstanding follow-up required.

● Maintain accurate records throughout the acquisition journey and remain involved through the transition to help ensure the client moves smoothly from prospect to active service.

Local Marketing, PR and Storytelling:

● Act as the local steward and public face of the Hero Home Care brand.

● Coordinate print marketing, community campaigns and local promotional activities.

● Work with Hero Central to strengthen digital marketing and local advertising.

● Identify opportunities for media coverage, public relations and educational content.

● Capture client, caregiver and community stories with appropriate consent.

● Track which activities generate meaningful awareness, referral relationships and Care Consults.

Client, Caregiver and Community Experience:

● Ensure prospective clients receive a professional, compassionate and helpful Care Consult experience.

● Maintain relationships with new clients during the transition into active service and identify opportunities to strengthen the client journey.

● Support a positive Hero experience through regular connection, recognition, communication and opportunities to build stronger relationships within the team.

● Organize community activities that bring Heroes together, strengthen team culture, give back to the local community and increase Hero Home Care’s visibility and reputation.

● Help develop testimonials, referrals, client and Hero stories, and strong word-of-mouth advocacy.

● Represent the perspectives of clients, Heroes and community partners within the community leadership team and ensure feedback is used to continuously improve the experience.

Community Operations and Leadership:

● Establish community priorities, performance goals and operating targets in partnership with the Care Manager.

● Lead community metrics and analytics, tracking key operational, financial and growth data and bringing clear insights to the local team and Hero Central.

● Maintain awareness of caregiver capacity, scheduling realities, service limitations and other operational factors that impact performance.

● Identify performance gaps and develop practical systems, processes and solutions to help the community achieve its targets.

● Support client communication and operational priorities when needed, ensuring issues are addressed quickly and ownership remains clear.

● Communicate results, risks, challenges and resource needs to Hero Central while using data to drive accountability and continuous improvement.

Care Manager and Community Support:

● Step in to support the Care Manager with client, Hero and community needs when additional capacity is required or they are unavailable.

● Support in-home visits for new-client welcomes, first visits, caregiver introductions and other care-related touchpoints as needed.

● Assist with practical community needs such as caregiver transportation, equipment pick-up and drop-off, and other time-sensitive support.





● Support the recruitment and onboarding of new Heroes, including interviews, introductions and helping new team members become connected to the community.

● Conduct in-person and virtual check-ins with Heroes to strengthen communication, engagement and connection to the local team.

● Support Care Plan and client information updates when appropriate, ensuring changes are documented and communicated clearly to the Care Manager and care team.

The Person We Are Looking For:

The Community Manager role is best suited for someone who brings a strong blend of entrepreneurship, relationship-building, sales discipline and operational ownership. Healthcare experience is not required.

● Entrepreneurial Ownership: Takes initiative, thinks like a local business owner and accepts responsibility for the overall success of the community.

● Consultative Sales: Builds trust with prospective clients and families, uncovers needs and confidently guides the right opportunities toward starting care.

● Relationship Building: Develops strong, authentic relationships with clients, families, Heroes, referral partners and community organizations.

● Community Leadership: Is comfortable being visible, representing Hero Home Care locally and creating opportunities that strengthen the team, brand and community presence.

● Execution & Follow-Through: Stays organized, closes loops, follows up consistently and turns priorities into completed actions and measurable results.

● Data & Performance Focus: Understands key metrics, uses data to identify gaps and develops practical solutions to improve conversion, revenue and community performance.

● Team Collaboration & Flexibility: Works closely with the Care Manager and Hero Central, steps outside their primary responsibilities when needed and supports the broader needs of the community.

● Clear & Human Communication: Communicates with warmth, clarity and professionalism, whether conducting a Care Consult, coaching a Hero, meeting a referral partner or addressing a challenging situation.

Experience in consultative sales, business development, community engagement, marketing, entrepreneurship, hospitality, senior living or client experience is considered an asset. A valid driver’s licence and access to a reliable vehicle are required.

Living Our Values Every Day:

At Hero Home Care, our values are not posters on a wall. They guide how we show up for clients, families, and each other.

People Come First

We don’t just recruit caregivers, we hire heroes. We know it is people who make the home care business tick. We put people first, including our team members, customers, and community partners. We treat all people equally and celebrate diversity. We communicate openly and honestly. When it comes to the health and happiness of our people and customers, we keep the focus explicit.

Commit To It

We are in the business of caring for others. That means making quality decisions and doing whatever it takes to fulfill our purpose of creating happy humans and healthy communities. We do what is right, not what is easy. We are only as good as our word, so we see things through and walk our heroic talk.

Go Above & Beyond

Our heroes know they will be called upon to deliver above and beyond. It is not just about energy, although we have a lot of that. It is about inspiration. We think creatively and bring joy to the work because we love serving others and the community. Some days it is about preparing a delicious meal. Other days it is about replacing the elastic waistband in a customer’s favourite pajamas.

We Do 1% Better In life, there are rarely silver bullets or one-size-fits-all solutions. Instead, we commit to continuous improvement, creating lasting change through small improvements each day. We want to lead our industry because our industry needs a hero. We are open to coaching and feedback because when we grow, our customers and communities do better.

What We Offer:

Hero Home Care is designed to provide local leaders with meaningful autonomy, strong support and the opportunity to build something lasting.

In this role, you will receive:

● Meaningful ownership over local growth and community development

● Flexibility to organize your time around community priorities

● A close leadership partnership with the Care Manager

● Marketing, financial, operational and technology support from Hero Central

● Established systems, resources and more than 20 years of experience

● Ongoing learning, mentorship and leadership development

● A real voice in how your community and Hero Home Care evolve

● The opportunity to build a strong local network and reputation

This is an opportunity to combine entrepreneurship, community leadership and purpose while building a local business that helps families experience a better aging journey.

Pay: $65,000.00-$75,000.00 per year

Benefits

- Extended health care
- Flexible schedule
- On-site parking
- Paid time off
- Profit sharing

Ability to commute/relocate:
- North Vancouver, BC V7M 1E8: reliably commute or plan to relocate before starting work (required)

Education:
- Secondary School (preferred)

Experience:
- Community health centre: 5 years (required)
- B2B sales: 5 years (required)

Language:
- English (required)

Willingness to travel:
- 75% (preferred)

Work Location: In person

📌 Home Care Community Manager (North Vancouver)
🏢 Hero Home Care
📍 North Vancouver