Webinar facilitated by Becky Reel | Powered by Ascension Business Solutions
In the world of home care, it’s easy to focus on filling shifts, maintaining compliance, and meeting KPIs. But behind every scheduled hour is a caregiver—a person navigating real-life challenges, emotional fatigue, and an often-unseen desire to be valued beyond their role.
On July 30, 2025, our Virtual Assistants at Ascension Business Solutions participated in a profound training session led by Becky Reel, founder of Reel Home Care Consulting. The session, titled “Understanding Caregivers Beyond the Surface,” challenged us to shift from operational efficiency to intentional connection.
This wasn’t just another training—it was a wake-up call.
Who is Becky Reel—and Why Should Every Home Care Owner Know Her Name?
Becky is more than a consultant—she’s a visionary in home care leadership. She transformed a struggling family-run agency into the #1 Home Care agency in North America (per Activated Insights) for seven consecutive years. With over 15 years of Fortune 500 marketing and operational experience, she now dedicates her expertise to helping agency owners streamline systems, retain caregivers, and grow without sacrificing their peace.
At Reel Home Care Consulting, Becky’s mission is clear: create care agencies where everyone—owners, staff, caregivers, and clients—feel aligned, empowered, and supported. Her coaching is rooted in empathy, structure, and purpose.
“The most impactful way to support caregivers is through empathy-driven communication. Listen intentionally. Respond with understanding. And above all, make them feel heard.”
Let’s explore how that message impacted our team of Virtual Assistants—and how it can reshape your home care business, too.
“After attending the webinar, I was reminded that at the heart of what we do are real people—caregivers—who often carry both physical and emotional burdens quietly. I believe the most impactful way to approach them is with genuine empathy and presence.”
— Monica P., Virtual Assistant
Reflection:
Monica reminded us that caregivers often show up even when they’re physically tired or emotionally drained. As schedulers or coordinators, it’s easy to miss those silent burdens when we’re buried in logistics. But when we pause to ask, “How are you, really?”—we create space for caregivers to feel human again.
What We Learned:
Lead every interaction with curiosity and care.
Acknowledge their silent sacrifices.
Listening without judgment can be more powerful than offering solutions.
“Caregivers see their work as a calling… Approaching them with empathy creates a positive and trusting relationship. Understanding their background—especially those who’ve cared for family—helps us connect deeper and avoid unknowingly triggering past grief.”
— Stefen C., Virtual Assistant
Reflection:
Stefen brought up an overlooked truth—many caregivers have deeply personal reasons for doing what they do. Their work is often shaped by past experiences, such as caring for a parent with dementia or a child with special needs. These stories matter.
What We Learned:
Personal history shapes caregiving style—ask about it.
Empathy leads to trust, and trust leads to retention.
Give feedback using the “praise–redirect–praise” method to maintain confidence while encouraging growth.
“As schedulers, we’re trained to be fast and efficient. But it’s easy to forget that behind every call-off or cancellation is a human being. We don’t have the privilege of face-to-face interaction—so our empathy needs to be stronger to bridge that gap.”
— Harold R., Virtual Assistant
Reflection:
Harold’s insight was raw and real. When three caregivers call out at once, it’s natural to feel frustrated—but what if one of them is grieving, or another is dealing with personal illness? In virtual spaces, tone of voice and word choice become our most important tools.
What We Learned:
Replace “Why are you calling off?” with “Are you okay?”
Small kindnesses make lasting impressions in a caregiver’s memory.
Caregivers who feel safe and respected are less likely to leave—even when better pay is offered elsewhere.
Becky laid out practical strategies that resonated deeply with our team—and should with yours:
Make time for check-ins that go beyond logistics. Ask open-ended questions. Let silence invite honest answers.
Use empathetic language to show you’re not just hearing—but understanding.
Instead of: “You’re not available again?”
Say: “I understand something might be going on—how can I support you?”
When concerns arise, caregivers shouldn’t feel accused. Instead, focus on collaborative problem-solving.
Whether through scheduling, feedback, or casual conversations—consistent respect builds trust.
What this webinar taught us is simple:
Caregiver retention isn’t about bonuses, policies, or perks—it’s about connection.
If you want loyal caregivers, you need Virtual Assistants and office staff who understand how to communicate with heart. That’s the kind of training we invest in here at Ascension Business Solutions. And that’s the kind of VA we can connect you with.
Our VAs don’t just schedule shifts—they build bridges.
They were trained by industry leaders like Becky Reel to lead with empathy, communicate with clarity, and treat caregivers like the lifeblood of your agency—because they are.
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