Employee Relations Specialist

For nearly 20 years, TheKey has helped clients achieve successful long-term aging at home with comprehensive, concierge-based care. Ensuring the dignity, safety, and independence of its clients, TheKey is committed to changing how the world lives and ages at home. Employee-teams get the training, resources, and support they need to deliver an exceptional care experience for clients and their families. Founded in Silicon Valley, TheKey has grown from a single location to service coverage throughout North America enabling clients to live life on their own terms, in their own homes. Essential Duties and Responsibilities: Serve as the primary intake point for new ER cases, assessing urgency, risk level, and required routing. Categorize cases according to the ER tiering system and initiate case files in FreshService. Conduct administrative elements of ER investigations including scheduling interviews, gathering documents, and maintaining confidential case notes. Ensure timely and accurate documentation of all ER activity in accordance with internal processes, compliance standards, and audit expectations. Lead Tier 1 and Tier 2 investigations (policy violations, attendance, low-level conflict, standard performance matters, early-stage professionalism issues). Prepare objective summaries, timelines, and findings for review by the Senior Advisor. Partner with leaders (CGMs, GMs, RDs, RDBDs) to ensure alignment on next steps, expectations, and corrective action recommendations. Provide coaching to leaders on documentation practices, communication expectations, and policy adherence. Support Senior Advisor with higher-tier cases through intake, data gathering, interview support, and follow-up. Guide leaders on consistent application of progressive corrective action including Documented Counselings and Written Warnings. Support the creation and delivery of performance documentation under the direction of the Senior Advisor. Reinforce organizational best practices related to investigations, reporting, and documentation standards. Maintain accuracy of ER data, tagging, and categorization within FreshService. Assist with auditing cases to ensure completeness and compliance. Support the development and rollout of ER training, toolkits, forms, and resources. Contribute to dashboards and reporting metrics used by leadership to identify trends and areas of risk. Collaborate with the HR Service Center, Payroll, Benefits, Operations, Sales, and Talent Acquisition to ensure aligned and coordinated support. Demonstrate a high level of customer service to both caregivers and leaders while maintaining neutrality and objectivity. Provide follow-up and closure communication to ensure leaders understand outcomes and expectations. Benefits for full time employees Medical/Dental/Vision Insurance TouchCare VirtualCare Life Insurance Health Savings Account Flexible Spending Account 401(k) Matching Employee Assistance Program PTO Plan for Non-Exempt Employees Flexible PTO Plan for Exempt Employees Holidays and Floating Holidays Pet Insurance TheKey is an equal opportunity employer. TheKey prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, age, national origin, disability status, protected veteran status, or any other characteristic protected by law. California Residents Only: In accordance with Article 2 of the California Health and Safety Code - California Community Care Facilities Act, TheKey requires timely and accurate positive fingerprint identification of California based applicants as a condition of employment. If an applicant has been convicted of a non-exemptible crime, and in compliance with all applicable state and local laws, their conditional offer will be rescinded. #LI-TK TheKey is the comprehensive care solution for seniors who wish to age well in their home. The company offers concierge-level care management and dependable in-home assistance to seniors across over 150 locations throughout North America. A mission-driven organization, the Company's dedicated experts proudly assist thousands of clients in optimizing their quality of life as they age in place in the comfort of their homes. The holistic approach to care is based on the lifestyles of the longest-living people in the world and promotes a healthy mind, body, and spirit. TheKey prides itself on its people and is seeking exceptional talent to join our team. TheKey continues to expand its reach in helping more families with all they need to allow their aging loved ones to live well at home. Building upon a legacy of excellent customer service, innovation and great people, TheKey is just getting started on the impact the organization can make on the community.