Owen Howard Email and Phone Number

 Manage Evansville office with 5 Key Players and over 80 care professionals Deliver strong metrics with HOC (hours of care) and revenue building Develop relationships with over 70 different clients to ensure their needs are met Champion for Client Care-oversee Client Care Coordinators in each of the 5 offices under Home Instead umbrella Oversee control of budgeting and P&L and implementing process improvement where needed Increased revenue by $30,000 in 2023 Participate in community events such as “Walk to End Alzheimer’s” and Be a Santa to a Senior (BASTAS) Exceeded over 1,000 seniors (record level) for the BASTAS program throughout the Evansville area

 Manage Regional Change Center on the Indiana Eligibility Project with over 70 employees Oversee 15 separate local offices with staff in each office ranging from 1 person to 10 people based on volume produced in each office Deliver strong performance on quality and timeliness metrics Develop relationships with State partners to ensure operational goals are met and exceeded Oversee control of planning, staffing, budgeting, and implementing process improvement for business unit Maintained QA averages above 97% each year, ranking office in top 3 for all 4 quarters each year Increased staffing levels every year since 2016 by at least 10% each year Maintain project-best task per hour (TPH) between 8-9 TPH, ranking in top 2 regions for all 4 quarters each year Manage Regional Change Centers from 2013-2022 achieving the highest quality scores in the State bringing effective change to processes and procedures to make the Indiana Eligibility Project successful Successfully wrote and executed a winning RFP contract for current project

• Oversaw the development and launch of specialization. Employees are organized into specific or “specialized” groups that only work specific tasks in order to maximize efficiency. • Successfully met and exceeded quality and production metrics for 29 consecutive months• Develop and foster strong and effective working relationships with both our customer and vendors• Manages Regional Change Center on the Indiana Eligibility Project with over 112 employees as well as 34 employees throughout 10 remote local offices• Project Manager-Oversaw move of Allen RCC involving 125 employees and infrastructure• Finished in top 2 for overall QA 2014 and #1 overall QA for all 4 quarters of 2015

• Drive store sales through customer first mindset• Ensures consistent execution by providing clear direction of standard operating procedures (SOP) and initiatives to maximize customer satisfaction and business efficiencies• Ensures consistent execution by providing clear direction of standard operating procedures (SOP) and initiatives to maximize customer satisfaction and business efficiencies

• Received Diamond Award for top Manager• Nominated for ACS Vision Award for Customer Care Federal Solutions• Successfully rolled out first hybrid service center for the Indiana Eligibility Modernization Project• Have successfully managed service centers for both Modernization and Hybrid models for the Indiana Eligibility Modernization Project• Implemented successful coaching and development strategies to successfully develop staff• Improved processes to successfully achieve all metrics within 90 days of beginning position• Oversee all recognition programs for service center