# Home Care KPI Dashboard Template

Use this as a weekly operating scorecard for the front office. The goal is to make intake, referrals, applicants, and follow-up visible enough that the agency can act before opportunities are lost.

## Weekly review date

- Week of:
- Reviewed by:
- Team members present:

## Six weekly metrics

| Metric | This week | Last week | Target | Notes / action |
|---|---:|---:|---:|---|
| New inquiries received | | | | |
| Median time to first callback | | | | |
| Complete intake records | | | | |
| Missed or delayed follow-ups | | | | |
| Referral partner touches completed | | | | |
| Caregiver applicants moved stage | | | | |

## Definitions

### New inquiries received
Count family calls, website forms, referral messages, walk-ins, and after-hours messages that require a care-related response.

### Median time to first callback
Measure how long it takes for a real staff member to respond. Track business-hours and after-hours inquiries separately if possible.

### Complete intake records
An intake is complete when it includes decision-maker context, client location, care need, urgency, payer context, decision context, and next step.

### Missed or delayed follow-ups
Count callbacks, assessments, referral updates, or applicant follow-ups that were due but not completed on time.

### Referral partner touches completed
Count meaningful outreach: update call, thank-you message, check-in, outcome report, or scheduled visit. Do not count generic mass emails.

### Caregiver applicants moved stage
Count applicants who moved from new to screening, screening to references, references to ready, or ready to assigned/onboarding.

## Weekly questions

1. Which inquiry source created the best opportunities this week?
2. Which inquiry source created the most incomplete notes?
3. What delayed callbacks or follow-ups?
4. Which referral partner needs attention next week?
5. Where is the caregiver pipeline slowing down?
6. What single process should be fixed before the next review?

## Next-week commitments

- Commitment 1:
- Owner:
- Due date:

- Commitment 2:
- Owner:
- Due date:

- Commitment 3:
- Owner:
- Due date: