"Ask ASN Anything" About Home Care Marketing

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Trust is the foundation of successful home care marketing, but brand recall seals the deal. When discharge planners face walls lined with identical brochures from countless agencies, what makes yours the one they remember and call?

Our panel of seasoned home care experts dives into the strategies that convert marketing efforts into actual census growth. From structured territory planning using Medicare.gov's facility directory to perfectly timed Google review requests (hint: the two-week sweet spot matters more than you think), we unpack the mechanics of building referral relationships that actually produce results.

Perhaps most valuable is the panel's candid discussion about increasing revenue from current clients—a growth opportunity many agencies overlook. The systematic approach to reassessments after facility stays, training caregivers to spot changing needs, and framing conversations around enhanced safety rather than "upselling" provides a blueprint for ethical census building without requiring new client acquisition.

The conversation doesn't shy away from difficult questions either. How do you maintain caregiver interest when immediate work isn't available? When is it appropriate to walk away from a potential client who isn't a good fit? What's the real value (and conversion rate) of paid lead services like A Place for Mom?

Whether you're launching a new marketing program or refining established strategies, this episode offers both fundamental principles and tactical specifics designed to help your agency stand out in competitive markets. The recurring theme throughout: consistent, authentic relationship building trumps transactional marketing every time.

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Visit our website at https://asnhomecaremarketing.com
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Episode Transcript

Speaker 1 (00:00):
All right, so let's do introductions.
I think there are some peoplehere that maybe aren't here all
the time.
That's really brought in somedifferent people, which is
exciting.
So I guess I'll start since I'mhere.
I'm Dawn Fiella.
I've been with ASN for aboutthree years.
I have come with a strongbackground in home care and the
trenches of home care.
I love all of it.

(00:21):
It's very hard and I know, lisa, I'm going to steal your line.
Lisa, it's hard to stay in yourlane and I don't care, you get
involved in all the pieces.
It's just everything overlaps,it seems like.
So I think my favorite part hasbeen in the sales and marketing
side of it and growing theprivate pay side of the business
.
Welcome, thank you for beinghere today.

Speaker 2 (00:46):
Annette youler and I've been with ASN over a year.
I have 20 plus years home careexperience, home marketing
experience.
Just like Dawn said, we've doneit all and I loved it all.
And I teach the sales trainingclasses here at ASN and I really
enjoy.
I see a lot of people that arein my classes now, so welcome
everybody.

Speaker 3 (01:07):
Yeah, I see a lot of people, a lot of people, I think
.
Am I next or is Valerie next?
Whatever you want, go ahead,lisa.
I'm Lisa Marcella Hi Gosh, alittle over two years now and it
seems like I've been here for areally long time.
But two years isn't that long.
But I've been in home careforever as well.
I love all the pieces of homecare.

(01:27):
I'm going to still back my line, and in home care it's hard to
stay in your own lane.
You just kind of help and doall the things.
You wear all the hats and Ilove that and I love being a
part of it with you guys, but onthis side.
So thanks for letting me be apart of it.
I love being here, as always.

Speaker 1 (01:43):
Great, oh, valerie, you're up.
Oh, I'm not.
You can.
No, you weren't on my window.
I just opened it up and thereyou were.

Speaker 4 (01:52):
Is there another slide that has all of us on it,
or is it not, I guess?

Speaker 1 (01:56):
it's not here.
No, I think, oh no.

Speaker 4 (02:00):
Hey, what's that?
Hey, we have a commercial.
I'm Valerie Van Boeven.
I am a registered nurse and thefounder, originally, and the
co-owner of Approved SeniorNetwork, and my experience is I
tell people I'm too old in nurseyears.
It's like dog years Once youare a nurse, you age quickly in
the brain.
Having said that, all theseladies are amazing at what they

(02:27):
do and they are the experts inhome care, sales and marketing
in person and a lot of otherthings I like the digital part
of marketing.
That's my jam and I'm glad youall are here and I'm glad you're
a part of Approved SeniorNetwork and that's it Okay.

Speaker 1 (02:42):
So today it is Ask ASN Anything.
So all of us are here to answeryour questions.
We'll probably bounce around alot for who's going to answer
which questions, because we allhave different specialties.
Valerie's here too.
She can help with all theonline.
So if you've got some onlinequestions, that's good as well.
And then we have some questionsalready that were submitted, so

(03:02):
we're going to get to thosefirst, and then we'll have a
live Q&A.
If you want to put yourquestion in the chat, it looks
like there's a question therealready, and so go ahead and you
can start throwing somequestions in there.
We'll go through the ones thatwere submitted first.
Some of those might bequestions you have as well, so
we thought it would be good tohave a starting point, so we'll
go ahead and get started.
After that, lisa would be goodto have a starting point, so

(03:24):
we'll go ahead and get started.
After that, lisa will go, we'llhave a live Q&A, and then Lisa
will go through the leavebehinds for July, august,
september and October.
So we've got a new month here,so are we doing the free
giveaway too?
Yes, we are, okay.
Let's.
Before the questions.
There is one question there.
I want to make sure we don'tmiss it, but at some point
during this meeting, if youwould like to be entered into a

(03:45):
drawing to get a free month ofleave behinds, we put your logo,
your colors, your contactinformation on there and then we
email them to you.
They're editable, so you'reable to change them up if you
want to, but we get them allready for you.
If you want to do that andyou're willing to send us
pictures of how you use theleave behind, please type yes in

(04:11):
the chat and then we will keeptrack of questions and the yeses
and then we will do the drawingand let you know if you won.
All right, let's go ahead andget started.
Oh, we do have an announcement,though.
This is exciting stuff If youlive in Florida or if you happen
to be in Florida next week.
Valerie and I have been invitedagain by the Home Care to go to
Home Care Con.
It's the 36th annual conferencewe will be presenting two days

(04:31):
this time.
Last time we spoke at Pre-Con.
We are speaking for three hours.
Holy cow, at Pre-Con.
That last time too, actually,it flew by, didn't it?
Valerie?

Speaker 4 (04:41):
I can't believe how fast it flew by we ran out of
time and we had three hours.

Speaker 1 (04:45):
They didn't want us to go.
They kept going, let them keepgoing, let them talk.
And then, main con, we'retalking for an hour.
So we're talking about buildingyour brand.
The whole exhibit is like outerspace, and so that's why the
plan works.
So your brand's orbit is a homecare galaxy.
That's the three hourpresentation.

(05:06):
And then the hour presentationis on sales training and the
impact of tailor training foryour salesperson, your marketer.
So if you happen to be in thearea next week, come and see us.
We'll see you in person.
So that's happening next week.
All right, it's time forquestions and I will go ahead
and list them here.
So the first question I feltlike this was a hard one right
out the gate, but we kept itslide one.

(05:27):
So here we go.
How can I encourage our team tobe more open to new marketing
ideas?
Each person on staff has adifferent opinion on how things
should be done, whetherin-person marketing or online
marketing.
They're not interested in theconcept of leave behind ideas or
participating in smallnetworking meetings.
Any recommendations?
I even have a question becausewe want you guys.

(05:50):
You get the slide, so theanswers are also going to be
listed.
So we talked about this as agroup and we came up with
referrals are based on trust andbrand recall and while the
leave behinds are a littlecheesy and quirky and funny and
all of that, they do help withbrand recall.
They help build trust and theyhelp to change your relationship

(06:10):
with that referral source.
They see lots and lots ofagencies.
When you do get in front of areferral source, especially in
the skilled nursing facilities,a lot of times there's a wall
behind them with 50 home careagency brochures right, or a
table with all the brochures.
So they're talking to manyagencies.
You have to stand out, therehas to be something.
So that's why the leave-behindsare so important.

(06:33):
You're going back every eightto 10 days, you're reminding
them.
So the power of theleave-behinds it reinforces your
visit, it changes yourrelationship, it keeps you front
of mind.
Sometimes, hopefully, you havea great relationship and they're
thinking about you anyway.
But I know even for myself,when I would go on vacation for
a week and I would come back,that next week would be so slow.

(06:54):
I was gone one week and I hadgreat relationships.
It's that front of mind it's soimportant.
It also sets your agency apartfrom other agencies.
It gives them somethingtangible to look at when they're
ready to make a referral and ithelps them recall your agency
quickly during dischargeplanning.
A lot of times they're justlike oh Lisa, lisa, what company

(07:14):
is she with?
Wait a minute, what was thatagain?
And they're digging for thebrochure, maybe, but if Lisa's
coming every eight to 10 days,there's bound to be something
near her desk, on her desk, fromLisa, so they can get to her
quickly.
So Lisa and Annette jump in.
You have anything to add?

Speaker 3 (07:36):
Valerie, you too, this is all marketing stuff.
Yeah, I would just say,especially if they have the cell
phone.

Speaker 2 (07:39):
That's the best thing , yeah, and I just everything
you said, dawn.
You want to be different andyou can't.
They have tons of brochures.
Everywhere you go into thesesocial work offices, hospitals,
you'll see the 20 brochure racks, leaving these cute little
things and leave behinds andleaving something tangible for
them and standing out.
I think definitely does make adifference for them to remember

(08:01):
you.

Speaker 1 (08:02):
Yep, absolutely.
And then they also asked aboutnetworking events.
So networking is the action orprocess of interacting with
others to exchange informationand develop professional and
social contacts, so people aregoing to refer to people they
know, people they like, people,they trust.
Trust is everything in thisindustry.
Discharge planners, casemanagers, senior serving

(08:23):
professionals want to refer topeople they personally feel
connected to.
So the one thing networkingevents don't do like.
I didn't spend a ton of timedoing those.
I found maybe two a month thatI felt were the most had the
most ROI for me, and that'sthose were the two that I went
to, and you could spend everyday of your life at a networking
event.
I'm not saying that's what youshould be doing.
You should be going, though,because it helps you understand

(08:46):
the industry, it helps youunderstand your competitors,
because they're all going to bethere.
The people, the dischargeplanners, aren't typically at
these events, unless it's hostedat a skilled nursing facility,
so, again, you have to reallythink about where am I getting
the biggest bang for my buck?
What the networking events do,though, is they create
face-to-face familiarity.
You meet other reps from home,care agencies, hospice.

(09:08):
You get to tour the communities.
It allows you to show yourgenuine passion for helping
seniors, like people need to seeyou out there and about to
understand that you're a part ofthis community and but you're
going to see more people likeyourself or hospice reps or home
health reps.
It's not going to be thosesocial workers typically that
are out there, but that doesn'tmean you shouldn't go.

(09:29):
I'm just saying you don't needto spend your entire life at
these things.
It can open the door for futureone-on-one connections.
So I found several home healthagencies that we would refer
back and forth.
I networked with a few hospiceagencies that we referred back
and forth and I was able to getup and talk about my agency.
You get that 10-minute spieltoo, to be able to stand up for

(09:51):
five minutes and just give anintroduction.
You need to be seen out thereas someone in the industry and
that's another piece of thenetworking.
So the referrals don't alwayshappen at the event, but they've
happened after you've made thatpersonal impression.
And sometimes I'd meet ahospice rep and like I just I
meet all these people from homecare, but you really do seem
like you're passionate about it.
So then we would have thisrelationship from that point

(10:13):
moving forward.
So that's what I have.
Anything to add, guys.

Speaker 3 (10:18):
Just that.
I would use that too, If you'restepping into a new market,
which I've done in the past.
So to learn who everyone isreally and to learn what you
need to be a part of, it's agreat way to get in there, so
that's what I use them for too.

Speaker 1 (10:32):
Yeah, that's a good point.
Yeah, all right.
As a new home care marketer,what should be my first priority
?
That's such a great question.
So in our sales training wedeep dive into this.
We're just going to do a littlesnippet today, but you do need
to start identifying and mappingout your referral sources.
This website here is a greatplace to go to look for anybody.

(10:56):
Any company that's getting paidby Medicare will be here.
It's the medicaregov websiteand you can go in and you can
look at nursing homes, rehabs,hospitals, all in your area.
You just put in your zip codeand click on it and it'll pull
up all of the skilled nursingfacilities, nursing homes in my
area.

(11:17):
I can go in a little bitfurther and I can find out lots
of information about them theirrating, how many beds they have,
how are they paid.
This one's Medicare andMedicaid.
If it's a straight Medicarebuilding, you're going to get a
lot more private pay out ofthere instead of one that's
straight Medicaid.
There's a lot of information inhere.

(11:37):
You can also look up homehealth hospice.
You want to connect yourselfwith companies that are doing
well, so you can look them up aswell and see what their rating
is like, if you're going to bemarketing, you want to attach
yourself to someone, a goodcompany, right?
So this has always been a greatsource for me to look at that.
You want to get your whole likewhere are you going?

(12:00):
Your route sheet put together.
All of that's going to bereally important.
These are the top places to go.
Hospitals, of course, would beup there.
They're just very difficult toget into and they have a whole
vetting process now.
But skilled nursing facilities,rehabs, independent living,
assisted living and memory carethose are the places top places
that I would go.
That's not to say you can't getreferrals from senior centers,

(12:21):
adult daycare, there's otherplaces, but this is where I
would start Discharge planners,case managers and social workers
in referral first organizations, elder law attorneys,
fiduciaries, placement agents,senior centers.
Create a spreadsheet with thenames, facilities, contact
persons and master your message.
You need an elevator speech.
You need a 30 seconds thatrolls off your tongue.

(12:42):
It just needs to roll off yourtongue.
Of course, it changes based onwho your audience is right, if
you're going to talk to skillednursing, that elevator speech is
going to be a little bitdifferent than if you're talking
to an elder law attorney.
Get mastered.
That's going to be reallyimportant to master that and
you're able to let that justroll off your tongue.
You should also have a CRMkeeping track of all of these

(13:02):
things.
We have a great CRM here at ourcompany that we use and many of
our clients use as well.
So this is how I would start.
You've got to figure out whereyou're going and then what is
your message to each differenttype of referral source?
You need help with that.
We have a self-training classand Annette does an awesome job.
This is week one, right?
Annette, the timepiece of weekone.
Yeah, sure, yeah, anything toadd?

Speaker 3 (13:25):
ladies, yeah, I'd like to add too that once you've
discovered all these placesthat you might want to add to
your route, you could even go astep further and then add those
into LinkedIn in the search andmaybe look for people that might
work at that facility as well,or that community.
Just type into the search, thecity, the name of the community

(13:47):
and then maybe like socialworker, for example, and
hopefully if those people haveadded themselves to you know
that on their LinkedIn it'sgoing to pop up and at least you
could have maybe an intro.
I'm not saying do this and notgo out, because you really want
to go out and meet them, butthis is a way to get to know
them first, maybe get know whatthey look like.
You might have walked past thembefore, not even known it.

(14:08):
It's a great way to try toconnect as well.

Speaker 1 (14:11):
Agreed, that's true.
And if you haven't done thisyet and you're not new, you got
to do this.
I know sometimes it's just I'mjust gonna go everywhere I can
go, and it's there's differentways to go out and do that.
Business development ormarketing.
You can just, if you think of afarmer, just throw seeds
everywhere and just hope for thebest.
Wow, you will get a littlethings popping up here and there
.
But when you go at it like afarmer and you're watering and

(14:33):
you're adding vitamins andfertilizing and you keep going
back, that's when you're gonnaget the return on investment.
That's when you're going to getthose referrals.
You need to be strategic aboutit.
So this is a great startingpoint, but if you haven't done
this yet, I would highlyrecommend you do.
How can I get more Googlereviews?

(14:54):
How do I ask the client thatgave us rave verbal reviews to
give us the Google review?
And then, what is the benefitof having a lot of Google
reviews?
So to ask for a review, it'sall about timing.
You want to ask for that reviewafter a successful shift or
after a glowing phone call or afollow-up call from a happy
client or an adult child.
So we're so glad you're happy.
Would you be open to sharingyour experience in a quick

(15:15):
Google review so you can emailthem the link to your Google
business profile?
That's the easiest way to do it.
Don't leave it up to them to gohunt and look for it.
Email it to them, text it tothem you know that and then
mention it that it's going tohelp them, help other families.
If they love you so much andyou're doing such a great job,

(15:36):
it'll help them.
If they do a review, it'll helpother families that are out
there that are looking for agood company.
And I would say timing is themost important.
We used to have a thing becauseit was like in home care after
the two week mark, somethingfound to go wrong.

Speaker 4 (15:51):
It's just the way it is.

Speaker 1 (15:52):
Caregiver's going to call out, caregiver's going to
know so something.
Client services doesn't returnthe phone call for three days.
I don't know.
It just seems like at the twoweek mark there's going to be
something, not drastic, but justsomething.
So we would always say get thatreview before the two weeks
hits, get it like after thefirst shift, get it before
anything goes sideways.

(16:13):
So it's just something to thinkabout.
I don't know.

Speaker 2 (16:19):
Annette and Lisa.
You guys have that kind ofthing at your where you work.
Yeah, I'm going to say Idefinitely agree.
No-transcript, it can be areferral source.

(16:55):
It can be a social worker.
I do want to add the test.
Did add in the notes thatpeople have to have a Gmail or
Google account to leave a Googlereview.
Yeah, tess, that is true.
If they don't have a Googleaccount, a Gmail, they can't
leave a Google review, but theyso.
Unfortunately, you know thatthey're not able to leave you
one with if they don't have thataccount.

Speaker 3 (17:17):
Right, yeah, the caregiver too can oh sorry, the
caregiver too or like a clientcare person can help them create
one.
That's what I would encourageto do.
A lot of the times it's goingto be about how happy they are
with the caregiver anyway, sothe caregiver is going to be
super happy to get them to saythat, so they can definitely
help with that.
Yeah.

Speaker 1 (17:37):
Yeah, we've done that to help them just create a
Gmail quickly too, if theyreally want to do it, cause I've
had had them.
I want them to know how goodMary is.
I really want them to know.
I'm like okay, let's do it.
It doesn't take that long.
I'll help you set it up realquick.
So, yeah, you have to sit therewith them and help them get
through it.

Speaker 3 (17:53):
But that sweet spot is like that one to two weeks,
because anything can go haywireyes, after you've perfected it
for them just make sure that youget that review so the benefit.

Speaker 1 (18:08):
Sorry.

Speaker 3 (18:09):
Go ahead.
I was just saying it doesn'tstop there.
A lot of the time when you askfor a review, people are doing
things right, they're busy, andso you've got to ask them
probably a couple more times.
So we do have an automatedsystem that does that.
It goes back and asks theperson to come back.
And because a lot of the timeyou ask for a review yeah, I

(18:29):
don't know what I'm going to sayyet I've got to think about it
so I might've clicked on thelink, but I need to come back,
so it's really good to have kindof a chase to that and ask them
again.
If you don't have some sort ofautomated system.

Speaker 1 (18:40):
Yeah, that's a good point.
So the benefits of havingGoogle reviews?
Obviously the obvious benefitis it builds trust with families
searching for care.
They are reading those reviews.
I'd have to say you, you have a4.8 star.
I was glad to see, just like acouple, that weren't perfect.
I know you're real, they doread through all of them.
It acts as a digital word ofmouth referral.

(19:01):
It improves local SEO andsearch rankings.
I wasn't aware of that untilrecently, but that in and of
itself is a big deal.
It increases visibility onGoogle Maps and near me searches
.
It helps your agency stand outfrom competitors.
It reinforces your credibilityand professionalism and
encourages more inquiries forpotential clients.
So it's really where it's at,and if you are one of our

(19:23):
clients and you're in our homecare sales and marketing program
, you get reviews.
You get to be part of ourreview program.
Please do it.
And if you need help with that,get with Lisa, because it is
automated and it does remindthem three times, I think to
leave a review.
So, yes, please take advantageof that if you're in that
program.
That if you're in that programyeah, oh, go ahead, I was going

(19:44):
to say just one more.

Speaker 3 (19:51):
One more point to that is that it really does
matter that you reply to thosereviews and thank the person for
taking the time out of theirvery busy day to say something
nice about you.
It really does make adifference.
You got to think that a lot ofthe time in a search that your
very first impression, the firstplace that people might see you
sometimes, is that Googlebusiness page.
Taking care of that is reallyimportant.

Speaker 1 (20:09):
Good or bad reviews?
You have to reply to both.
Yeah, all right.
What is a good framework tofollow up for building more
hours for current clients?
How can you come across as anexpert and not seem too pushy?
We seem to struggle withgetting more hours from current
clients.
And this is a big deal this canincrease your revenue by a lot,
and these are people that arealready happy with you.
So this is an excellentquestion.

(20:31):
So you want to position youragency as a trusted expert, not
a pushy salesperson, whileincreasing your client hours,
you need a clear framework thatcombines relationship building,
assessment and education, andeducate your caregivers what to
look out for when clients' needsare increasing.
So how do you do so?
Reassessing regularly,implement scheduled care

(20:53):
assessments, monthly orquarterly, to revisit each
client's condition and identifyemerging needs.
We had people in the field thatwould go, do you know, at least
every 30 day visits.
It was called a supervisoryvisit because they're also
checking on the caregiver andthey were usually a surprise.
We wanted to see if the carewas dressed appropriately.

(21:14):
We wanted to make sure thehouse was clean.
So we didn't.
We let the client know when wesigned them up that this would
be happening, but we didn't letanybody know the day off because
we wanted it to be a surprisevisit happening.
But we didn't let anybody knowthe day of because we wanted it
to be a surprise visit.
But that supervisory visitthey're also reassessing the
client that you need to take alook and see what's going on.
Are they better, are they worse.
Do they need more Talk to thecaregiver privately as well to

(21:37):
find out, especially if somebodydischarges from skilled nursing
or a hospital?
it could be a totally differentsituation now that they're home
and absolutely somebody shouldcome out and reassess them when
they discharge.
We have had times when wedidn't do that because the adult
child oh mom, fine, no, she'sfine, like it's exactly the same
, nothing's changed, she's fine,and we've trusted that.

(21:58):
And then the caregiver gets inthere and the care is she is not
buying this, this is nothingthe same there.
And the care is she is notbuying this, this is nothing the
same, this, no.
She can't live on three hours aday anymore.
No.
So if there's been a hospitalor sniff stay, somebody's got to
go in and reassess when servicestarts up again.
Look for gaps.
Are there missed medications,nutrition issues, safety risks

(22:21):
in the home, memory concerns,mobility?
Are we doing overnights fivedays a week and two days a week
we don't, or doing overnightsevery other night?
And when the caregiver comes inthe next day when there wasn't
overnight, the place is ashamble the week that they have

(22:44):
overnight, saying how is shegetting by the other nights?
So it's going to be reallyimportant that the caregivers
are watching also, especially ifwe're not doing day-to-day care
and the caregivers noticingthings that aren't good, or when
they're with them, they're soneedy.
How are they getting by whenwe're not here?
Talk to family members aboutwhat they are seeing and what
additional help they may thinkthey need as well.
Training your caregivers aregoing to be the biggest piece of

(23:05):
this.
I think, getting them toidentify and report needs.
Caregivers are the agency'seyes and ears.
Encourage them to document anysigns of deterioration,
confusion, loneliness, safetyissues and report to the office
immediately.
If you can make this an easyway for them to do this, I know
in Sky there was a way at theend of the shift do you have any
concerns?

(23:25):
And then they would type intheir concerns.
The problem we had with that isthat it would just be in the
profile.
It wouldn't alert anybody.
So we had to create a reportthat would be sent from those
messages, because it was likethey were reporting it but
nobody was seeing it for a while.
So make sure, if they arereporting it at the end of their
shift, that it goes somewhere,that somebody sees that right

(23:45):
away so that we can take action.
So if a caregiver notices theclient is skipping meals, this
could be a reason to add mealpreparation or grocery
assistance.
So I would say one havesomebody going out there doing
supervisory visit.
And two, train your caregiversto alert you.
Anything to add, guys?

Speaker 2 (24:03):
I would just say that we did all this in our agency.
These are your clients.
There's opportunity to get morehours and you're not going in
there just saying, hey, we wantto do it 24-7.
You're seeing that their needsare increasing.
Maybe you're there Mondaythrough Friday and not on the
weekends, so I think it'simportant you really.
It's a great opportunity foryou to get more hours to, but

(24:24):
you have to regularly do regularcheck ins and make sure your
caregivers are reporting to theoffice Anything that they see
where they might need moreservices.

Speaker 1 (24:35):
Yeah, and I like to see a supervisor come out.
They like someone else comingto check in on them too.
Yeah.

Speaker 3 (24:42):
I was one of the people that was in charge of
that CIC or change in conditionin WellSky for us, so I would
look for those.
I would go in and look for themdaily to make sure they were
clear and to help route my day.
To who do I need to go in andvisit?
And we call them pop-ins visit,reassess, is there, what type

(25:02):
of change is there?
And then go from there, justhang out to watch, because it
doesn't always just surface.
You got to snoop around alittle.

Speaker 1 (25:11):
Yeah, and that was a big thing for training the
supervisors was that you got todig in.
You can't just come into theliving room and sit on the couch
and have a little conversation,like you need to go check out
the bathroom, the refrigerator,look at everything when you're
in there.

Speaker 3 (25:24):
Yeah, I've uncovered so much.
Sometimes I'm like I almostwish I hadn't, because then it
just leads to a road of just awhole bunch of stuff.

Speaker 1 (25:34):
You uncover a can of worms sometimes.
Yes, exactly, it's a lot ofwork.
Okay, when I post a job postonline job ads for caregivers, I
received many initial responses.
However, most applicants loseinterest once they learn the
positions aren't for immediatehire.
As I'm currently building apool of qualified candidates in
preparation for new clients as anew agency owner, how can I

(25:57):
effectively communicate this ina way that keeps caregivers
motivated to complete theapplication and interview
process, even if work isn'tavailable right away?
Yeah, this is a hard onebecause those caregivers want to
get to work.
It's a tough one.
So simple ad language so joinour caregiving team, get first
access to future shifts.
So if you do this in the ad, itcan help set the stage.

(26:20):
And the other thing is, manycaregivers work for several
agencies to get their hours.
They're not typically workingjust at one home care agent, at
least in my experience.
I guess, lisa, and I don't knowif you agree with that, I do.
Yeah, they work everywhere.
They do, and so you know if theycan get into your pool of
caregivers when your floodgatesstart to open, you'll be able to
get them jobs.

(26:40):
So letting them know that too.
Some caregivers don't know thatthey may need to work at a
couple of different.
Obviously we don't want themworking anywhere, but with us,
but they need to pay their rentright.
We have to be realistic aboutthis.
Set expectations honestly andclearly.
Use transparent but positivelanguage during interviews.
We are in growth mode.
While we do not have shiftsavailable today, we are
interviewing, so we're ready theminute a new potential client

(27:02):
calls.
Stay in touch regularly.
Don't let that relationship gocold.
Send a light, consistentfollow-up.
Excited to have you on the team.
We just signed up a new client.
We'll be calling soon.
So keeping them in the loop isgoing to be really important,
and that relationship can gocold quickly.
I would say you need to reachout to them at least once a week
.
If you want to do that via text.
A lot of them like to text.

(27:23):
They're better with texting.
But don't let that relationshipgo cold for sure, and I just
think you have to be transparentand honest with them.
We're new, we're building, andbecause you're here now and you
stay with me, you'll get thefirst shift that comes on board,
the first client.
All right, how do you feel aboutreferrals from A Place for Mom,

(27:44):
caringcom and agingcarecom?
So these are leads that you payfor.
Probably all of you arefamiliar with them already.
You pay 50 bucks, 80 bucks, 100bucks a week.
Some of them have contractsthat are you have to be with us
a month, like they all havedifferent things going on.
Some of them I've heard take apercentage of the signed client
for a little bit.

(28:04):
There's all different ways thatthese work.
The downside of these leads isthat they're giving this lead to
five, six, maybe 10 othercompanies.
I don't know how many.
It seems like a lot usually,but I've been pretty successful
with some of them and gettingthem to turn into clients.
So the benefit is you haveimmediate lead volume delivers

(28:25):
families who are activelylooking for care.
So it helps newer agenciesbuild that pipeline faster.
The challenges you are one tofive to seven agencies receiving
the same referral Feed matters.
You have to be fast about this.
You need to be the firstcompany to call them.
If it's Sunday 4 pm, they justput this in.

(28:45):
So call them.
Just don't wait till Monday,don't?
I'll get to it later.
You paid for this lead.
The company paid for the lead.
Act on it immediately.
The thing that I found to workthe most for me is acting on it
immediately and responding inthree forms of communication I
call.
If they don't answer, I leave avoicemail, I email and I text.
I leave a voicemail, I emailand I text.
And while that may seem asannoying, they will usually

(29:09):
respond to the text.
That's what I found.
I'm in a meeting.
I'm so glad you texted me.
Can I call you in a half anhour?
That's what I get typically.
That's typically the answerthat I get.
So call if you don't get them.
Live voicemail email text soimportant I think that's a big
piece of it In your emailvoicemail text.

(29:30):
You have to get them to see youas an expert in home care and
trust.
You have to build trust, so youneed to leave that kind of
message.
Usually you get a mom fell andbroke her hip.
You get a mom just moved herefrom Minnesota.
She's going to need help now.
I can't do all of it.
You know the story usually.
So add to that when people falland break their hips.
It can be so challenging.
I've helped others in thissituation.

(29:51):
You're building trust andyou're letting them know you're
an expert.
So speed expert in this trustand three modes of communication
if you have to, if you don'treach them live.
Some are motivated and readywhile others, so there's a
variable lead quality.
I have found that most of themare looking for care now when

(30:13):
it's a lead like this versusother types of stuff that comes
in.
But there are some that arejust browsing and fresh shopping
.
So many families don't fullyunderstand the cost of home care
so they're just trying togather, like what that looks
like.
Cost leads cost can rangebetween 50 and a hundred dollars
per lead depending on theplatform, not always ideal for

(30:36):
agencies with limiting marketingbudgets.

Speaker 2 (30:37):
Do you guys have anything to add?
The only thing I would add isit's true, You're getting.
You have to answer them quickly.
Sometimes we would get leadsthat they were out of our scope.
They were really not for us andwe didn't want to have to pay
for that lead because they sentus something that we weren't
capable of helping them with.
So you can send them back tothem and retract them and send

(30:57):
it back to the place for mom andsay this lead really wasn't for
us and sometimes they'll credityou, so I just wanted to throw
that out there.
That's good.

Speaker 3 (31:05):
I didn't know that credit you, so I just wanted to
throw that out there.
That's good, I didn't know that.
Yeah, yeah, every once in awhile, if it's like a super
random just got through somehowthat, yeah, experience that same
thing.
If they were doing like a momaging care, was doing like the
warm call transfer for a littlewhile, I remember when they
started that.
I don't know if they're stilldoing that, I can tell you that

(31:26):
I can tell you caringcom doesthat I.

Speaker 4 (31:29):
you probably have to pay for it, but I get I'm copied
on some of our clients leadsfrom these and they email you
the lead with a summary of whattheir needs are and call them
right away or whatever.
So yes, some of them do that.
Probably cost extra.

Speaker 3 (31:45):
Yeah, age aging care.
When we did that way back, thiswas probably three or four
years ago, they actually had thecaller on the phone and they
would call you and say, hey, wehave XYZ on the phone, this is
what they want.
Are you able to take the call?
And, of course, yes, of course,send them out my way.
Yeah, but I think it was juststill more of an intake call and
they were probably shopping.

(32:05):
It could go either way.

Speaker 4 (32:07):
Yeah, I think these are more of getting the
information from the potentialso that caringcom can qualify
them before they send them on toyou or whichever service is
doing this, and that way, atleast some human has talked to
them, talked to the person, andthey know it's a viable lead.
I think that's what I, and it'snot a soft, it's not a warm

(32:31):
transfer.
It's definitely here's theinformation we have call them
back right away.

Speaker 2 (32:35):
Yeah, I think Place for Mom they do have.
It's called Hot Transfer, HotTransfer, sorry.
Yeah, I have a couple of peoplein my sales training class that
are new owners for agencies andjust got a couple hot transfers
and were able to turn them intoclients, so it could be
beneficial.

Speaker 3 (32:52):
Yeah, it was a beta testing still when we had
started it and it seemed OK.

Speaker 1 (33:02):
How do you set yourself apart from competitors
in a saturated market?
And I think that, saturated ornot, you have to do this and
it's all different things thatyou're doing.
You must have a strongdifferentiator in this
marketplace and home care tostand out, and you can do it
with leave behinds too.
If you're the only one doingthe leave behinds, that helps

(33:23):
you stand out.
But the strong differentiatoris going to be really important
in a market where most agenciesoffer the same core services.
What sets you apart from theothers?
So you really do need to spendsome time.
And whatever that strongdifferentiator is, it needs to
be on your website.
It needs to be on your socialmedia or LinkedIn.
It needs to be your leavebehind.
It needs to be everywhere sothat they see you as that home

(33:43):
care agency.
Offer a signature package.
A discharge to home recoverypackage is a really great way.
That's when you're working withskilled nursing facilities.
You call it a discharge package, but you could even have go to
assisted living and tell themwhile your residents are coming
home from a hospital or skillednursing facility, we can help
out.
You probably need more help atthat point than assisted living

(34:06):
might be able to provide.
Be a local expert, not just aprovider.
Host lunch and learns oneducational topics.
Build emotional credibilitythrough storytelling.
Share stories of caregivers andclient testimonials.
Offer superior client andfamily experience.
Good communication,transparency, responsiveness.
Build strong referralrelationships.

(34:27):
Build relationships with keypartners.
Become their go-to agency byshowing reliability in speed and
good communication.
You do need to think about whatyour differentiator is, and
sometimes you have a nurse onstaff.
Sometimes you focus a lot onAlzheimer's care.
There's lots of differentthings that you can do.
That sets your agency apart.
Anything to add?

Speaker 3 (34:50):
No, All right, Just being present, being sure that
they know who you are and whereyou are on all channels,
everywhere you can in person.

Speaker 1 (34:58):
Even just the fact that you respond and you're
super communicative can beenough to have you make a
differentiator.
Because when Annette and I wereinterviewing social workers
across the country, theirbiggest complaint was home care
agencies just don't go back tome.
I send them a referral.
I never hear back from them,which I can't even imagine, but
that's what their biggestcomplaint was.
And then they don't know whatto do.

(35:20):
Do I give it to somebody elseor are they working?
I'm like they heard nothingback, so that's so terrible it
doesn't even sound correct.
I can't imagine anybody doingthat, because that's what all
the work's gone into the website, the paying for Lee, like all
the things you've done.
You're waiting for that phoneto ring and it finally rings and
then we don't respond.
I just can't imagine.

(35:40):
But that was the biggestcomplaint.

Speaker 3 (35:42):
So I feel like that has to go, sorry.

Speaker 4 (35:45):
No, that's okay Go ahead.

Speaker 3 (35:47):
I was just going to say it feels like that has to be
like a have you updated ourcontact information type of
thing, Because we're just likestanding, we're waiting for
those.

Speaker 1 (35:57):
I know I always wait for that.

Speaker 4 (36:01):
Yeah, sorry.
So I just want to say it's twoor else 240 my time and I'm
going to have to go with there.
Is there any online questions Icould maybe quickly answer
before I have to run out of here?

Speaker 3 (36:14):
Oh, I look through the questions really fast.

Speaker 4 (36:17):
I don't see any in the chat.
Yeah, I know there's a brandingquestion at the very beginning.

Speaker 1 (36:22):
Yeah, there was a branding question.
Why don't you take that one?
Because I was going to ask youto do that one.

Speaker 4 (36:27):
Yeah, gina asks if you're starting an agency,
what's the minimum brandingactivity you would conduct?
The couple of things that cometo mind.
There's a whole lot that goesinto branding.
We're going to do a three-hourpresentation on it.
Mission, vision, values, allthose things go into your
branding and there's a whole.
There's just so much that needsto be considered.

(36:53):
However, if you're talking aboutcolors, logo, services, name of
your company, if I werestarting a home care agency from
scratch, first of all Iwouldn't.
I okay, if it's going to belocal, only regionally, you have
no aspirations of expandingthen I would make sure my name
of my business had a regionalflair, or, like a lot of people
in Massachusetts on the NorthShore say, or there's, I know,

(37:16):
there's a company called NorthShore Home Care or something
that resonates with the localcommunity.
If I know that, this is prettymuch it for me, I'm not going to
be a national brand in the next10 years and you can always
rebrand Anyway.
So that's one thing.
The other thing is consideryour name versus your website
address.
People jump on buying websiteaddresses that are never going

(37:39):
to serve them well, so you wantto make sure, if you can, when
you buy a website address to gowith your home care agency that
it has the words home care in it, but it's also fairly short so
that you're not having to writeout approve
seniornetworkmarketingcom Likewe were approveseniornetworkcom.

(37:59):
But but it's just keep it shortand simple.
Try to get a keyword in there.
Consider your region thatyou're serving.
Try to get a keyword in there.
Consider your region thatyou're serving.
Colors, I want to say we hadanother home care agency that we
worked with that paid $10,000for a branding consultation or
whatever, which I don't think isnecessary, but then again,

(38:21):
that's not exactly my forte.
They went with a lot of blue,deep blues, and blue and green
colors, deep green colors, andthen I think they added in some
pastels as needed.
But very true colors, verytrustworthy colors, tend to be
those blues and greens, and yousee a lot of home care websites

(38:41):
like that.
So, anyway, that's my biggestthing about branding and logo
wise, don't hire somebody fromfiber to do your logo.
Have somebody professional doyour logo and keep all the files
they send you.
That's one thing we find isthat people forget 10 years
later where all the files arefor their logo they originally

(39:02):
had.
So make sure you keep all ofthat somewhere safe.

Speaker 1 (39:11):
Valerie, there's a quick one.
I'm currently doing short formvideos.

Speaker 4 (39:12):
Should I explore some long form videos as well?
Absolutely.
If you can do a 15 minute, 20minute video and then chop it up
into smaller, bite-sized pieces, that would be great, and
there's lots of software onlinethat will do that for you.
We use Descript, so every timewe do a long form video like
these, we let Descript chop itup into shorter, digestible

(39:35):
pieces and we just keep with thesame branding, and so we have
lots of different quotes fromdifferent ones of us.
So yes, I would say, throw in along form, because if you do a
long form and then you chop itup into little, bite-sized
pieces, then you have a bunch ofcontent for the next couple
months.
You don't have to continuouslydo long form all the time, but

(39:58):
it does help Definitely.

Speaker 1 (40:01):
Okay, how do you start services with a new client
quickly and efficiently?
You need to be able to balancespeed with professionalism.
So it's not just about gettinga caregiver in the door or a
warm body right, we used to saydon't just throw a warm body in
there.
It's about launching awell-matched, well-supported
care experience and so you earnthat trust from day one.
So you can streamline yourintake process.

(40:22):
Have an intake coordinator orsomeone from the team ready to
respond to inquiries withinminutes, not hours.
I would go so far as everyinquire should be answered live.
There should be no reason thatsomeone who's calling about
services goes to voicemail orso-and-so will call you right
back.
Try to find a way to transferthat call live to someone that

(40:42):
can take the call, because,again, all of what you're doing
is to get that phone ringing andwhen it rings it needs to be
answered live.
So streamlining that could bebig.
And the person who might go outand do the signing if that's
the person you transfer thatcall to live, they can get some
of the assessment done whilethey're on the phone even so
that they can tell thescheduling team hey, this is

(41:02):
coming, I'm headed over therenow.
This is what they're going toneed.
I'll give you more detail whenI get there.
Please start looking for acaregiver.
That way things are moving.
While you're in the assessment,conduct a timely in-facility,
in-home or virtual assessment.
If somebody is in a skillednursing facility and they're
going to be discharging, youshould always do the assessment
in the skilled nursing facilitybefore they go home.

(41:23):
Care should be set in placebefore they leave.
That also gives you time tolook for a caregiver.
Finalize paperworkelectronically.
I've never really left anassessment without having a
signed agreement.
I don't like to leave anagreement sitting there because
I just feel like nothing's goingto happen.
So if you can do itelectronically in those
situations, that's even better.
If you can just sit there andtell them hey, here's the link.

(41:45):
I still try to get them signedbefore I leave.
Sometimes the person the signeris just not available, so
electronic signing fixes that.
It helps with that.
Having lead caregivers oron-call caregivers ready to go
we used to have lead caregivers.
We paid them.
We're going to pay you 15 hoursa week, whether you work it or
not, and they were ready.
They would handle call-offs,they would go, do fill-ins and

(42:11):
then they would be thatcaregiver, that would start
services.
I'm going a little quickbecause we're getting close on
time already.
Match the right caregiver fast,so try to have those caregivers
.
There is software in yourscheduling software.
There are ways to matchcaregivers to clients.
Use all that technology thatyou can, and launching services
within a day to three is good.
You should be able to do that.
I would say within 48 hours.
Very latest is what we tried todo If it was a quick and it

(42:34):
seems that the social workersare going to test you.
Oh, I've got someone dischargingtonight.
Can you start?
Sometimes you get this test.
You keep saying you can do this, let's see you do, and so being
able to do that sometimes canget you some of the good.
You don't, of course, want toalways be the emergency company,
but if you come through forthem, sometimes their home care
agency falls through but theywere going to use.
And if you can be a person andsave the day, they're going to

(42:57):
trust you and use you in thefuture.
How can I attract high qualitycaregivers in a competitive
labor market?
Competitive wages, bonus, ptoperks.
Offer flexible schedules thatfit their lives.
Free training goes a long way.
Recognize them, make them feelthat they really long to be a
part of something bigger.
They want to be a part of acommunity.

(43:19):
So if you talk about youroffice in that way and that our
caregivers come in, we have allthe caregivers in quarterly for
training or for a party orwhatever the case may be.
Letting them know that you'rereally taking care of your
caregivers and there's monthlyrewards and shout outs and
things like that.
Fast, friendly hiring apply inminutes.
Start as soon as possible.

(43:39):
If you can keep them fromhaving to jump through all these
hoops to just have an interview, that can be very helpful.
I never made them fill out anapplication until they came to
orientation.
I would ask all the questionsover the phone in a phone
interview, all the things that Ineeded to know if I wanted to
hire this person, and then whenthey came in for training, they

(43:59):
weren't hired until they gotthrough training, but when they
came in for training, that'swhen they would fill out the
application.
Anything you can do to make iteasy for them to apply.
That'll be good.
The other thing I found that'svery effective is to have
something lined up for them aclient, when they leave, before
they leave training.
So even if it's just a fill-in,giving them some kind of work.

(44:20):
You went through training,here's your client.
It may not be all the hoursthey want right away, but it's
something they feel like theydidn't waste their day.
Win referrals so bonuses forboth the caregiver and the
person that referred them.
Target social media ads showoff the team and the benefits of
working for your company allover social media.

(44:41):
Hire on the spot events.
You can do job fairs withinstant offers, video
testimonials from currentcaregivers, real stories, real
connections.
They love that.
I think that goes a really longway.
Boy, lisa, I don't have time foryour leave.
I'm trying to get through theseas fast as possible.
How do you handle difficultfamilies or clients who aren't a
good fit?
So I would say, being verytransparent and really, when

(45:03):
you're on that assessment,really watching and looking,
like Lisa said, at everything.
If it smells like a cat boxsomewhere, ask them.
You have cats, like some ofthem won't come into a home if
there's cats.
They don't want to be aroundthe cats or they're allergic to
cats.
Feel right or sit right.

(45:23):
Ask about it, because it's onlygoing to get worse if you start
services.
I used to think when I'm in thevery oh, they won't notice that
or I'm probably justoverthinking.
No, the caregiver would come inand start at exactly what I
thought could happen.
Happened, and that is so muchworse than trying to get on the

(45:45):
front end of it.
So define as a company, what isnot a good fit for your agency.
Decide what that is ahead oftime.
That way, everybody's on thesame page.
That's going to be reallyimportant.
There's verbal abuse,disrespected caregivers,
unsanitary conditions.
You need to decide as a companyso that when the person goes
out to sign the job, they knowthis is a no, there's no way
we're doing this one right, andthat nobody's going to be upset

(46:07):
with them.
Or they don't go and signsomething that nobody wants to
do.
That's the other side of it.
So address issues early on witha calm, direct communication.
I've also let things festerthrough my 20 years thinking, oh
, it'll resolve itself or thatcaregiver is just being too
sensitive.
No, address issues early on.
Set clear boundaries, know whento exit and how to do it

(46:31):
professionally and protect yourcaregivers and the agency
culture.
Those are all going to bereally important.
We've all dealt with thoseclients that I don't know.
They just expect red carpetservice and they're not nice.
They say nasty things and youhave to some of them.
It's hard when there's dementiainvolved.
That makes it a little bit moredifficult because they're not
really aware of what they'redoing.

(46:51):
But you do need to protect theagency culture because they'll
get on there and on Google andtalk about how you let this
client treat them horrible.
So just take care of thosethings right on the front end.
Okay, do we have questions?
In our little chat, we do we doOne?

Speaker 3 (47:09):
I'm going back here.
I took them down and put themin a Word doc, just in case.
Okay, First one how can wedetermine if a potential
referral source is alreadyreferring exclusively to another
company and if they're takingbribes and if we should engage
in that to get the referrals?

Speaker 1 (47:27):
So we'd never engage in bribes.
I'm not sure if that's whatyou're saying.
First of all, because that'sgoing to always backfire and if
a company is doing that, it'sgoing to backfire.
You don't have to worry,especially if they're going to
get caught.
It's going to backfire and theywill never be allowed in the
building again.
They might even get reported tothe ombudsman or something in
your school.
I would never participate inthat.
I do ask are you using anyother agencies right now, or

(47:54):
who's your favorite agency, orare you having any issues with
the?
Agencies that you're usingright now Tell me what they are.
So I do.
I'm transparent about that.
I want to know if they're usingsomeone else and why.
What is it that you like aboutthem?
Something like that.
So I think that's a fairquestion to ask yeah, definitely
.

Speaker 3 (48:08):
Can you share a menu of service, of services price,
service price listing?
Sorry, I read it wrong.
Can you share a menu ofservices and then give prices?
And then grocery shopping forus falls in the basic service
range.
I feel like this was almostreplying to one of the slides,
but we missed it.

Speaker 1 (48:25):
Okay, so basically for us we just had price ranges
and pricing went with less Ifyou had more hours, not a lot
less, but we had price ranges,and so it might be from 30 to 34
an hour and that's what.
And I would always give a rangeover the phone and they say how
much will it be?
I need to assess to let youknow, but it'll be between 30

(48:47):
and 34.
I always gave a range because Idon't want to say 34 and my
competitor told them 32 or mycompetitor gave them.
So the range is really a goodidea and it included all the
services, always unless therewas another person we were
caring for.
I don't know, annette and Lisa,anything to add?

Speaker 3 (49:08):
It's best to go and do the assessment.
Sorry, annette, it's best to goin and do the assessment.
I agree with everything youjust said.
Yeah, definitely, yeah, thereyou go, for the sake of time.
Yes, agreed, yes, okay, and onemore, two more questions
actually.
Oh, how do I gain access toleave-behinds and the flyers to
edit in the forum?
And we also will send a replayto you after the Zoom, so look

(49:31):
for that.
Also, you can go to the forum,which I think we'll mention here
and you'll get the slide deck.

Speaker 1 (49:36):
So the links to the leave-behinds are in the slide
deck.
Lisa will show you that here ina minute.

Speaker 3 (49:52):
Yes.
And then, lauren, the question.
You are in my new salestraining class tomorrow, so I'll
go over all that with youtomorrow.
Documents when it comes to aspouse signing an agreement for
their wife who has dementia, dowe need POA docs for the husband
to sign on her behalf to hireour care services?

Speaker 1 (49:59):
I've had POA sign.
I've never gotten thedocumentation that they're
actually the POA.
I guess maybe you should.
I've never done that and I'venever had it backfire.
I've had them sign.
One thing that I did one timewas person who seemed completely
lucid to me signed theagreement.
And then the family is like shehas dementia, what do you?
She can't sign for herself andI'm like, oh, I'm sorry, she

(50:22):
seemed, and she seemed totallyshe was in a SNF discharging.
People are a little loopy.
Anyway, she definitely didn'tseem like she had.
So anyway, met with thedaughter, she signed the
agreement and it all worked out.
But I've never actually askedfor the POA.
You probably should.
I guess that would make moresense.
But I've never had it backfireeither.

Speaker 2 (50:41):
That's been my experience Same with me.
We really didn't.
I just took their word for itand let them sign it.

Speaker 1 (50:47):
we weren't like lawyers either way that person
who signed it is responsible topay.

Speaker 3 (50:52):
So you're gonna whether the poa or not, they're
putting their name on the line,yeah I don't think it's a bad
thing to have that exactpaperwork, though I think that,
and probably as home carechanges, that may be something
that you want to have, just incase but, yeah, I know that we
did maybe have a few of thosehere and there where we had the
paperwork, but, like you guys,it's not really required or it

(51:13):
wasn't at the time.
Yeah, and then I think, the lastone question what's considered
a bribe?
I think that's like monetary, Ithink it's money pretty much.
Yeah, things like.

Speaker 2 (51:23):
Louis Vu've heard in california purses, taking them
to get pedicures big stuff andyou really should not be doing
that and I just read hot candyfor trey and he'll just get that
it's an inside joke.
He has a gatekeeper that wantsred hot candy.

Speaker 3 (51:43):
That's not a bride yeah, that's different, that's a
little leave behind.
How much do you pay on callcaregivers?

Speaker 1 (51:51):
is it a flat fee, and then I think that's a lot so we
paid them a little bit morehourly because they were always
a cna we would, because theyneeded to be able to pop into
any situation and be able tohandle it.
They need to be able to dotransfers and lawyer lifts and
all the things.
So we paid them at our top.
And again, our pay range ourpay was always at a range as
well, and I always did that withthe caregivers would give them

(52:13):
a range, and it wasn't based ontheir skillset necessarily, it
was based on the client thatthey were serving and so they
always got the top pay.
And it wasn't always CNA payeither, because they're not
doing medical duties for whenthey're in a non-medical home
care agency and so that can be alittle touchy, but we paid them
at the top of the range okay,if there's anyone else can I

(52:35):
follow up on that I was actuallythat question.

Speaker 4 (52:38):
So if there's no call , let's say for the week, do you
pay your on-call caregivers?

Speaker 1 (52:45):
how much I think that was so we agreed they all were
at different things, but we hadsome at 15 hours a week,
somewhere at 20, somewhere at 30, and so the deal was you're
going to get paid your 15 hours,whether you work or not.
You're going to get paid, butyou have to be available between
this time and this time onthese days, and that doesn't
mean, oh, I have to go drop mydaughter off at my mom's.

(53:07):
That's not how this works.
You're available and I can tellyou they always got paid and
they always worked.
They never didn't.
There was always a call off orsomething to send them to.

Speaker 3 (53:18):
Thank you, that's how .
Yeah, yeah, you're welcome, allright, is that it?
That's all of the questions.
We have two minutes we might goover a little bit.

Speaker 1 (53:29):
We do, though, guys.
We do have some home care,marketing and sales training
openings still.
The classes are same time, sameday of the week, for one hour.
These are the classes that arestill, that are open right now.
We have some availability, Ithink, in all of them.
Yes, annette.

Speaker 2 (53:45):
Yes, we do so.

Speaker 1 (53:47):
If you want more information about that, you can
click here on the slide deckwhen you get it, and so we will
keep going.
Here's our July leave behindwinner Trey.
Great job, it's cool to care.
He's got his ice pops here.
They're not supposed to befrozen.
You did a great job.
These look really good.
Thank you for sharing this withus loves those.

Speaker 3 (54:09):
So really good, yep, yep, I bet they do, I bet they
do.
That's awesome Good.

Speaker 1 (54:23):
Great job.
We do have a marketing store.
At the bottom of every slidethat Lisa is going to show you.
With the leave behinds, thereis a link to the store.
When you click on it, it takesyou to the things that you can
buy to go with the leave behind.
So I the Otter Pops, right,it's the same kind of thing.
We don't make any money off thestore.
We were asked to organize itbetter, and so that's what we
did.
All right, lisa you are up.

Speaker 3 (54:40):
Yeah, it's designed so you guys don't have to do the
legwork.
July should we skip throughJuly, since this is it's social
wellness month?
So take this and do it, do it,just do it.
Just get it out there and youcan take these little cute
things too and just have alittle summer party.
Okay, sizzling summer, leavebehinds.
We've got get patients home ina snap.

(55:01):
So we do want our socialworkers to know that last minute
discharges are not a problemfor us.
We can get their patients homein a snap and there's it's cool
to care.
So you still have time to usethis.
You can even use it outside ofJuly through.
August, okay, and you're goingto pair them with what's here
and that here.
So you saw this last time, so Ithink we can keep going.

(55:22):
August is wellness month, so wewant people to know how home
care supports wellness in lotsof different ways.
Caregivers promote comfort,dignity, better health with, and
then we talk about routinesnutritious meals, exercise,
fresh air and just the dailyroutines that help reduce stress
and support your balance justwellness, balance and general.
So I wanted to pair this withsomething that I know is healthy

(55:46):
.
So honey is on the next slideand I just love the little wood
dippers.
I just think they're cute, butyou get the idea.
You put this together, takethat, leave behind out,
customize it with your logo andall your stuff and you're good.
Okay.
Next, okay, yeah, let me touchon that really fast, I believe
behind yeah, so you get all ofthis right.

(56:07):
You get these in the forum aswell as the replay that we'll
send out after today.
You go into the links at thevery bottom of the page.
I would go to the Google doclink and click on where you want
to change.
Really, yeah, there we go.
You go to file, you make a copybecause you want it to be your
copy.
You won't get access to ours,yep.

(56:28):
Thank you so much.
And you can name it whatever youwant.
You could say my sandcastle dayor whatever you want to call it
, but then you save that andthen that's where you can make
the changes to your logo andyour contact info.
Okay, yeah, very, very easy.
So there was a question, so Ianswered it Sorry.

(56:50):
I wanted to pair that.
The foundation of thesandcastle is important.
I wanted to pair it with I waslike, okay, what's hard Candy's
hard?
So there we go.
Any other tchotchkes you havelaying around the office or in
your marketer's car you can putin this little bucket too.
I think that'd be really cute.
Okay, it is senior citizens dayon August 21st and I wanted to

(57:11):
put together something cute thatwould also bring the social
worker out.
So, extra read, all about it.
This is all about seniors.
They were seniors when theycame up with inventions that we
use today or have been modifiedfor today's use.
So I encourage you to readthrough this.
And then, when you go in totalk to the social worker, I
think the language needs to behave something to share with you

(57:32):
, your staff, and somethingspecial for families and
patients in celebration ofNational Senior Citizen Day,
august 21st.
And then you can go intotransition from home to hospital
to home or rehab to home andall of that.
And then, if you go to the nextslide, I wanted to pair these
with some custom word searches,just all about.
I think I looked up 19,.

(57:52):
I think it was 20s to 50s, Idon't remember, but take this
out.
Make sure your logo's on thereyou can add all this information
in and it's a cute littlelittle done for you guys.

Speaker 1 (58:02):
They will love these.
The facilities will love these.
Just put on and you're ready togo.
They're all done for you.

Speaker 3 (58:10):
I think there's a little.
Did you know that has to dowith that era as well, and with
the era as well and with thewith the topic.
So really cute, I love those.
Also, last week of August isNational Safe at Home Week.
You're offering free homesafety assessments before
discharge.
I think that's a really goodmessage to give to folks.

(58:30):
So use that.
And we have these cool littlelights that we wanted to pair.
So this first one Valerie hasand she says she really loves it
.
It doesn't take up much spaceand I actually have the keyboard
light and I love it and it'sreally bright and I don't have
to put on a whole bunch oflights If I'm like working late.
It works really well.
So you really love that one.

(58:51):
Welcome back to school.
We've got what you need tosucceed.
Call or text Valerie to discussa successful care plan for all
your home care needs.
I wanted to pair this withsomething that just it's
everything a student would need,maybe for school.
So maybe your social worker haskids or they could donate it to
a local school.
That might be something thatthey'd want to do, but just
thought this was a really cuteidea and it's pretty much got

(59:13):
everything you need for yourfirst day of school.

Speaker 1 (59:15):
So you get 30 packs of all these things in there.

Speaker 2 (59:19):
Wow.

Speaker 1 (59:20):
That's a great 30 bucks yeah.

Speaker 3 (59:24):
I love that Super cool.
Okay, fall prevention tips.
So here's another bring thesocial worker out to talk to you
.
The message would be somethinglike I have something to share
with you, your staff, andsomething special for families
and patients to take home tohelp prevent falls in the home
with these 10 practical tips.
And then there's a lot ofdifferent tips that you guys all
know very well but people mightnot have even thought of, like

(59:46):
clearing the pathways of clutter, cords and loose carpets.
So you can look through thatmore, you can go in and
customize it with your logo.
And we were going to pair thisfor the social workers with
these cool socks that we doevery year because everybody
loves these.
You still have time to sendthese off to some local place to
get your logo put on them ifyou wanted to, if that's
something that you'd like to do.
But I was thinking of justwrapping it with this little

(01:00:09):
cute fall theme tags and falland fall, bringing it all
together.
Okay, I'm tired.
Okay, for September, nationalAssisted Living Week is the 7th
to the 13th, and their themethis year is Ageless Adventure.
So I wanted to really tie inthat the adventure continues.

(01:00:31):
It's not over just becausewe're aging or because we're in
an assisted living, because it'snot, there's still so much to
do and how home care can help.
So for those adventurousresidents needing extra,
one-on-one care will be theirguide.
So you can imagine.
You guys know all the differentthings that can happen with
someone who's a little moreadventurous and doesn't want to
need that one-on-one or like asitter service type of situation

(01:00:54):
.
So we want them to know that.
We understand that.
And I love the little gifts, thegiveaways, the key chain I was
like whatever, but I love thelittle box.
It's so cute, it's just like alittle suitcase.
And then I thought of what do Ihave to have if I was going
somewhere?
So sunscreen, mini handsanitizer, wise, and one of
those toothpicks I would gocrazy with that one Super

(01:01:16):
inexpensive, to pair all thisinto this little box.
And I think they will totallyremember you we're fans of the
grands.
So Grandparents Day, September8th, we're your grand's biggest
fans.
Peace of mind for you and anextra hand for them to
themselves with.
And the next slide, it's justthese really cute handheld fans.
I could imagine you maybeprinting out your logo on a

(01:01:38):
sticker and sticking it on thisbad boy.
And it comes with the organzabags too, so you can do that or
add some more stuff to it if youwanted to.
But there you go.
October 1st you guys may thislooks familiar to you.
I'm sure this is like a text toschedule or text to set a date.
This is a great way to get thesocial worker's cell phone

(01:02:00):
number.
But October 1st is theInternational Coffee Day, so I
wanted to repurpose this and useit for that, and so you just
want to take this out.
You don't need anything with it, but I did give an idea on the
next slide.
But you just want them to textyou for coffee.
You could bring coffee in forthem and maybe a group or just
have some one-on-one time.
But really what it's all aboutis getting that cell phone.

(01:02:22):
I did see some mugs that werelike a dollar each that you
could do, or you could do thesedisposable coffee cups.
Add a little and I stole thisidea from someone last year.

Speaker 1 (01:02:31):
I know she did such a good job.
I remember.

Speaker 3 (01:02:35):
She printed out a leave behind on some stickers,
stuck them to the coffee cup andthen got some like coffee cakes
and put it inside the cup.
And so I thought it was a cuteidea really inexpensive and tell
them to come fill their cupwhen they're ready.
All right, this is whateveryone is waiting for.
I know it.
So brew up excitement now.
Get communities carved intoyour calendar before you were

(01:02:56):
all booked up.
So this is the pumpkindecorating, and now is the time
to start thinking about gettingyour pumpkins and the
decorations and who you're goingto take this out to.
You can change this flyer here.
It's a full page flyer, thatwhere the black is and the
colorful text.
That's where you can make thechanges.
All you have to change is yourphone number and maybe what you

(01:03:18):
want to give away or leave itlike that and, of course, at the
top, your logo.
But it's really simple.
You just basically get thestuff you decorate.
They send pictures to you, youchoose a winner and give them a
due date and stick with that duedate October 31st.
Next slide how it works.
You just want to get in frontof them.
The time is now to startplanning and you're going to
want to make sure to check in onprogress of the decorating.
You can take this out toassisted livings, your SNFs,

(01:03:41):
anywhere that you market to.
Again, this is all.
I think I already said all this, it's all, and you can fill out
all the where the black is,you'll get in front of them,
they'll respond to you they haveto and you're getting their
cell number again.
So you have two for October,that you're getting that cell
phone number and they will seeyou in action if you decide to.
There's kind of two ways you cando this.
You're going to want to pick upthose Jack B Little or Wee B

(01:04:03):
Little pumpkins.
They're three to four inches,farmers markets.
Who has them?
I think it's oh gosh, sproutshas them all the time.
Start to drop them off thefirst of October with maybe the
flyer so they remember what'sgoing on, and the decorations,
participation ideas.
You can drop them off one totwo of the community or make it
an event Partner with theactivities director and make it

(01:04:24):
a thing, make it a couple ofhours, make it a day, I don't
know.

Speaker 1 (01:04:27):
I've done this personally.
It goes over really well.
In fact, starting in August,september, they would ask me are
you doing the pumpkindecorating?
Make sure to include us.
They love it.

Speaker 3 (01:04:37):
Yeah, it's so fun.
Here's last year's, a couple ofideas from last year on the
left and then all a lot ofdifferent years combined here on
the right.
But you can see just socreative if you look at the
detail in some of these, like,wow, these are so cool they
really are lots and lots ofgreat participation through the
years yeah, definitely all right.
This is a triple threat, youguys, this one here.

(01:05:00):
There is World Smile Day, whichis 10-7.
Emotional Wellness Month isOctober and Positive Attitude
Month is October.
So smile.
Having a home care routine inplace helps with all of those
things.
That's why I was like soexcited triple threat.
Emotional stability reducesfeelings of loneliness and you
can read the rest but with carein place, it also helps families

(01:05:20):
worry less and enjoy morequality time.
Yeah, and you know what'sbetter than a whole bunch of
bright yellow smiles?
So all of these you can piecetogether, use with any other
things that you have as well.
Is that it?
Oh, one more Halloween, howcould we?
We forget.
So I changed up a little bitlast year's, but we're ready to

(01:05:41):
give you a hand this halloweencall or text, valerie, when you
need a hand in home care.
And then I wanted to do thesame.
I think everybody really lovedthe idea with the gloves with
filler and candy, so I wanted todo that again.
I just thought it was a greatthing and that could be like a
theme for you.
They, they're like expectingthat Halloween hand.
Right there it is.
And oh, I wanted to mention atthe bottom left on each of these

(01:06:03):
pages it says marketing storethat little cute store.
And you just click there andyou will get to the store right
to October or whatever month itis you pick your month and all
the things that we just wentthrough will be in there and
there it is.

Speaker 1 (01:06:16):
There it is, that's it.
Thank you everyone.
We've got you guys broke downall the yeses, the people that
are wanting to be a part of ourdrawing.
Let's get it.
We are good to go.
Thank you so much, everyone,for coming.
We'll see you in a couple weeks.
Thanks, everybody.