When Jeremiah Royster, Director of Operations and Growth for Intouch Home Care Services at Lutheran Social Services of Illinois (LSSI), stepped into the role of a home care assistant (HCA) last summer, he gained a firsthand appreciation for both the challenges and rewards of the job.
The opportunity arose when James*, an 81-year-old resident of a local assisted-living facility, requested a male Intouch HCA. Royster stepped in to provide care until a permanent replacement matching the client’s request could be found.
Building a connection wasn’t initially easy. A fan of the original “Matlock” television series and all types of sports, James was guarded and spent much of his time watching TV. Royster quickly realized that James’ reluctance wasn’t personal. “He didn’t know me,” Royster recalled. “I’d only been there a day, and I’d already become one more person entering his life. He’d worked with several home care agencies, and he’d been through a lot.”
As he spent more time with James, Royster learned that some of the client’s frustration was rooted in the loss of independence that comes with age and limited mobility. “By the second day, I could see he was frustrated because he needed help getting to the bathroom,” Royster said. “What looked like irritation was really pride.”
Royster soon won James over through active listening and incorporating feedback into their interactions, such as the way he prefers his bed made and how he likes his coffee.
The experience reinforced an important lesson: home care assistants provide far more than physical assistance. “They offer companionship,” Royster said. “You don’t truly realize it until you’re in the home and see what the client is going through.”
Working directly with a client also gave him greater insight into the daily realities home care assistants face. He saw how much flexibility, reliability, and empathy the role requires. “The clients are dependent on us,” he said. “Their needs come first. It’s a responsibility that HCAs experience every day.”
Royster’s appreciation for the relationship between home care assistants, clients, and family caregivers also deepened. HCAs are often present during doctor appointments, errands, and daily routines, making them an important source of information and reassurance for families.
“The home care assistant is often the eyes and ears for the family,” he said. “They’re there to observe, support, and communicate what they see.”
Today, Royster hopes his experience will remind his staff of home care assistants of the impact they have beyond completing tasks.
His vision for Intouch Home Care Services is to provide care that distinguishes LSSI from other home care providers—not only through quality service, but through meaningful human connection. It is part of LSSI’s GenCare approach that engages, surrounds, and connects the people the organization serves with the supports they need, while promoting their dignity, enhancing their health and well-being, and helping them reach their full potential.
“We want our home care assistants to see themselves as more than service providers,” Royster said. “When we build relationships with our clients and understand their needs, we build trust, dignity, and companionship. That’s what makes the difference.”
You can learn more about Intouch Home Care Services here.
*client name changed for confidentiality
