Start with the Short Version — What Brought You Here?

• In one or two sentences, tell me the situation that led you to look for a senior living placement today.
• Who is the person we’re finding care for (relationship, age, current living arrangement)?
• What event triggered this search? Options: Recent hospitalization, Safety incident at home (fall, wandering), Caregiver unable to continue, Progressing cognitive decline, Financial or housing change, Other
• Where is the person currently located and who is supporting them day-to-day? Options: At home with family, Home with paid caregiver, Hospital, Rehab/skilled nursing, Other
• Is there an immediate deadline we should know about (discharge date, caregiver leaving, upcoming move)? If so, please specify. Options: No immediate deadline, Discharge within 48 hours, Discharge within 3–7 days, Move required within 2 weeks, Flexible (2–8 weeks), Other — please describe

Are You Settling for 'Good Enough'?

• What might go wrong if you pick the first available option just to get it done quickly?
• Which of these fears feels most urgent for you right now? Options: Inadequate medical care, Memory care staff shortages, Hidden costs/fees, Wrong neighborhood or culture, Parent hostility or guilt, Another move because needs escalate
• Tell me about a time you felt a health or housing decision for a loved one was rushed or regrettable — what made it feel wrong?
• How would you describe the emotional toll this process is having on you or family members (stress, guilt, relief, resentment, other)? Options: High stress/anxiety, Guilt or second-guessing, Relief at taking action, Anger or frustration, Mixed/varied among family
• If we had to pause here: what’s the one consequence you most want to avoid by getting this placement right?

What Would Calm You Down Tomorrow?

• What would a successful placement look and feel like 30 days after move-in?
• Which concrete signs would convince you the community is meeting your parent's needs? Options: Staff know resident by name and routine, Stable or improved medical metrics, Clear medication management, Engagement in activities, Transparent communication with family, Low rate of avoidable hospital readmissions
• What are absolute deal-breakers you would not compromise on (e.g., 24/7 nursing, secured memory care unit, specialized dementia program)?
• How would you prioritize the trade-offs: proximity to family, clinical expertise, cost, culture/amenities, or roommate/privacy? Rank or describe. Options: Proximity to family, Clinical expertise/staffing, Cost, Community culture/activities, Private apartment vs shared, Other — describe
• Imagine you wake up 90 days after move-in and feel totally at ease — what three things happened to get you there?

Who's in the Room When Decisions Get Made?

• Who has legal authority to decide (POA, guardianship, joint decision, sole decision-maker)? Options: Durable Power of Attorney (POA), Health Care Proxy, Court-appointed guardian, Shared family decision, Primary decision by me (child), Other / unsure
• List the key people who need to be consulted or informed (names, roles, cities).
• How aligned is the family around moving forward on this decision? Options: Fully aligned, Mostly aligned with minor disagreements, Divided with strong disagreements, Unsure / haven’t discussed
• How do you prefer we communicate updates and decisions? Options: Phone calls, Email, Text messages, Shared portal/documents, Group video calls, Primary contact only
• Are there cultural, religious, or lifestyle preferences that must be honored in the placement? Options: Dietary/religious observance, Language needs, Specific cultural community, Gender-specific considerations, None, Other — describe

Money Matters Without Surprises

• What is the monthly budget range you’re comfortable with (or the max you cannot exceed)? Options: Under $3,000, $3,000–$5,999, $6,000–$8,999, $9,000–$12,000, Over $12,000, Unsure / need guidance
• What payment sources are available or being considered? Options: Private pay (savings), Long-term care insurance, Medicaid, VA benefits, Family contributions, Reverse mortgage/home sale, Other
• Have you reviewed existing benefits or contracts that affect payment (insurance policies, veteran benefits, asset spend-down plans)? If yes, what’s the status? Options: Yes — fully reviewed, Partially reviewed, No — need help, Not applicable
• Which financial surprises worry you most about a move? Options: Hidden monthly fees, Responsibility for medical supplies, Rate increases after move-in, Paying for escalating care/second move, Loss of housing income, Other
• Would you like us to provide a clear, written breakdown of expected costs and financing options before touring communities? Options: Yes — must have, Yes — helpful but not required, Maybe later, No

If Needs Escalate, What’s Your Plan B?

• How would you describe the person's current medical and care needs (mobility, incontinence, falls, dementia behaviors, oxygen, wound care, medications management)? Please be specific.
• How often do acute issues occur today (falls, hospital visits, wandering, medication errors)? Options: Multiple times per week, Once a week, Monthly, Rarely, Never
• What specialized care capabilities could trigger a need to move again (e.g., 24/7 skilled nursing, dementia-specific locked unit, IV/oxygen care)? Options: 24/7 skilled nursing, Secure memory/dementia unit, Wound/IV therapy, Behavioral health supports, Hospice-ready services, None anticipated
• Who would handle care escalation decisions and transfers if the community cannot meet new needs? Options: Family decision-maker, Primary physician / geriatrician, Hospital case management, Our placement advisor coordinates, Other — describe
• How quickly would you be willing to accept a higher level of care if needed (same community’s higher level, different community, or hospital)? Options: Immediately / same day, Within 48–72 hours, Within 1–2 weeks, Prefer to avoid escalation if possible, Unsure

Let’s Map the Next 2–8 Weeks

• What is your ideal move-in timeline? Options: Immediate (within 48 hours), Within 3–7 days, 1–2 weeks, 2–4 weeks, 4–8 weeks, Flexible beyond 8 weeks
• Which visit and evaluation formats work best for you (in-person tours, virtual tours, accompanied tours with advisor, independent visits)? Options: In-person accompanied by advisor, In-person independent visit, Virtual tour with advisor, Virtual recorded tour, Phone consultation only
• What documents or approvals must be completed before move-in (medical clearance, medication list, power of attorney, insurance paperwork)?
• Who will be the primary point of contact for day-of move coordination and what is their best contact info?
• Is there anything else we should know right now that would change how we prioritize communities or timing?

• Solution Experience: Family Context Confirmation
• Placement Scenarios Walkthrough
• Risk, Escalation & Contingency Planning
• Success Signals & Acceptance Criteria
• Final Validation & Mutual Commit Preview

• Defined monitoring cadence and owners for tracking progress.
• Review Preferred Scenario & Expected Trajectory
• Explicit, measurable escalation triggers tied to clear actions.
• Assigned owners for each contingency and an agreed communication protocol.
• A funding/transfer plan that minimizes emergency moves if the chosen placement fails.
• Advisor to draft an Escalation Checklist with triggers, actions, and owner names.
• Family to confirm available contingency funding or financial next steps.
• Advisor to pre-identify 1–2 backup communities with immediate availability for escalation scenarios.
• Purpose: What 'success' looks like (one-sentence future state restatement)
• A documented set of measurable 30/60/90 success signals tied to objective data.
• A clear remediation path and decision points if acceptance criteria are not met.
• Introductions & Meeting Objective
• Advisor to produce the Success Plan document including metrics, reporting templates, and remediation steps.
• Community (once selected) to confirm ability to provide agreed metrics and reporting cadence.
• Family to confirm who will be the point of contact for receiving monitoring reports.
• All outstanding concerns are surfaced and either resolved or scheduled for Placement Scope.
• Re-read Current State, Consequence, One-line Future State
• Family explicitly confirms the chosen scenario and accepts the proof that it meets the future state.
• Clear ownership and timeline to enter the Placement Scope stage (tours, deposit, paperwork).
• Advisor to compile 'Proof Pack' for top candidate communities (staffing, citations, testimonials, care protocols).
• Family to confirm availability for tours and any financial paperwork needed to reserve a unit.
• Advisor to schedule the first Placement Scope meeting with owners and dates.
• A validated, one-sentence current state that all participants can repeat.
• A clear statement of the consequence (cost/risk/timeline) tied to the current state.
• A ranked list of family priorities and non-negotiables to drive scenario trade-offs.
• Agreement on immediate data or approvals required before scenarios are finalized.
• Advisor to produce and share the validated one-sentence current state and consequences summary.
• Family to provide any missing medical records or authorize advisor to obtain them.
• Advisor to confirm decision-maker list and communication preferences.
• Recap: Current State, Consequence, Future State Goal
• Family understands concrete outcomes and risks for 2–3 distinct placement options.
• Family selects a preferred scenario or narrows to top two for deeper vetting.
• Clear linkage established between each scenario and the problem/consequence it addresses.
• Advisor has direction to build community matches that prove the preferred scenario.
• Advisor to prepare a scenario comparison worksheet with cost estimates and success signals.
• Family to confirm tolerance for trade-offs (e.g., cost vs. risk) and any location constraints.
• Advisor to identify 3–5 candidate communities that demonstrably meet the chosen scenario's requirements.
• One-sentence Current State
• 30/60/90 Day Success Signals
• Top Clinical & Operational Risks
• Scenario 1 — Least-restrictive / Home-support / Assisted Living
• Proof: How the Preferred Scenario Achieves the Future State
• Tie Each Proof Back to the Problem
• Measurable Metrics & Data Sources
• Define Escalation Triggers & Stepwise Response
• Scenario 2 — Moderate assisted living with enhanced care
• Explicit Consequences
• Financial & Timeline Contingencies
• Scenario 3 — Memory care / high-support (if applicable)
• Force Validation: Confirm Agreement on Each Element
• Remediation Path & Decision Points
• Family Priorities & Non-negotiables
• Side-by-side Trade-off Comparison
• Assign Owners & Communication Protocols
• Monitoring Cadence & Ownership
• Confirm Pre-work and Data Gaps
• Immediate Next Steps into Placement Scope
• Validation & Preference Check

• Accompany family on up to three community tours
• Explain admission contract terms and addenda to family
• Negotiate move-in fees and concessions with community
• Obtain and deliver facility inspection and complaint reports
• Confirm licensing, current staffing, and nurse coverage on site
• Prepare and submit community admission paperwork and forms
• Collect and transmit medical records and medication lists
• Submit Medicaid and VA benefit applications and documents
• Process initial deposits and secure reservation payments
• Accompany and support family on move-in day setup
• Create and deliver resident medication administration list
• Enroll resident in community billing and autopay setup

Accompany family on up to three community tours

• Do you want an advisor to accompany the family on community tours? Options: Yes, No
• Preferred tour format? Options: In-person accompaniment, Virtual tour with advisor, Advisor schedules but does not attend, Hybrid
• How many candidate communities would you like to tour (up to three)? Options: 1, 2, 3
• Who will attend the tours? (select all that apply) Options: Adult child, Primary caregiver/spouse, Geriatric care manager, Decision-maker not local, Resident
• Do you need the advisor to schedule tours and coordinate with facility staff? Options: Yes, schedule and confirm times, Yes, only coordinate contact info, No, family will schedule
• Are there accessibility, interpreter, or special-need accommodations required for tours? Options: None, Wheelchair accessibility, Sign language/Interpreter, Language translation, Other

Explain admission contract terms and addenda to family

• Do you want the advisor to review and explain the full admission contract and any addenda? Options: Yes, full review and explanation, Yes, highlight key terms only, No
• Which contract elements require special attention? (select all that apply) Options: Level-of-care clauses, Fee increases and notice periods, Refunds and deposit policies, Room change and discharge terms, Arbitration/waiver clauses
• Do you want plain-language annotations or a written summary of contract risks and obligations? Options: Plain-language summary, Annotated contract with highlights, Both, No
• Is legal review or referral to an elder-law attorney required after advisor review? Options: Yes, refer to attorney, No, advisor review is sufficient, Undecided
• When is the contract review needed by (date or timeline)?

Negotiate move-in fees and concessions with community

• Do you want the advisor to negotiate move-in fees, deposits, or concessions? Options: Yes, negotiate all fees, Yes, negotiate only deposits/reservations, No
• What concessions are you seeking? (select all that apply) Options: Reduced move-in fee, Waived first month, Price guarantees, Free companion care hours, Other
• What is the maximum acceptable move-in fee or deposit amount? Options: Less than $1,000, $1,000-$5,000, $5,000-$10,000, No upper limit specified
• Is a refundable deposit or escrow required/preferred? Options: Refundable deposit preferred, Non-refundable acceptable, Escrow arrangement required, Undecided
• By what date must concessions/fees be finalized to hold the reservation?
• Are there internal approval limits for negotiated concessions (e.g., require family sign-off)? Options: Advisor may approve up to amount, Family approval required for any concession, Facility negotiation requires attorney/POA sign-off

Obtain and deliver facility inspection and complaint reports

• Do you want the advisor to obtain state inspection and complaint reports for shortlisted communities? Options: Yes, for all shortlisted, Yes, only for top choice, No
• How far back should inspection and complaint history be reviewed? Options: Past 12 months, Past 24 months, Past 36 months, As long as available
• Should the advisor highlight specific red flags (e.g., medication errors, abuse citations)? Options: Yes, highlight red flags, No, provide full reports only
• Do you want a written summary delivered to the family and included in the file? Options: Yes, written summary, No, raw reports only
• Are there particular sources to include (state agency, Ombudsman, consumer reviews)? Options: State inspection reports, Long-term care Ombudsman findings, Licensing board actions, Consumer review sites, All of the above
• Do you require the advisor to escalate any findings to an attorney or licensing agency? Options: Yes, escalate serious citations, No

Confirm licensing, current staffing, and nurse coverage on site

• Do you want confirmation of current facility license type and status? Options: Yes, confirm license and good standing, No
• What staffing details are required? (select all that apply) Options: RN/LPN on-site hours, 24/7 nursing coverage, Staff-to-resident ratios, Caregiver shift patterns, Recent staffing vacancies/turnover
• Is verified nurse coverage at night required as a minimum? Options: Yes, RN overnight, Yes, LPN overnight acceptable, On-call nurse acceptable, No minimum
• Do you want current staff rosters or credential verification provided? Options: Yes, rosters and credentials, Yes, summary only, No
• Should the advisor validate recent staffing complaints or overtime staffing shortages? Options: Yes, validate and report findings, No
• How recent must the staffing verification be (e.g., within 30 days)? Options: Within 7 days, Within 30 days, Within 90 days, Any available

Prepare and submit community admission paperwork and forms

• Do you want the advisor to prepare and submit all admission paperwork? Options: Yes, full preparation and submission, Yes, prepare only, No, family will handle
• Which forms need preparation? (select all that apply) Options: Application/intake form, Physician orders/medical clearance, Financial disclosures, POA/consent documents, Behavioral or care plans
• Are physician signatures or health provider verifications required prior to submission? Options: Yes, required, No, not required, Undecided
• Do you prefer documents submitted electronically or delivered in person/fax? Options: Secure electronic portal, Email (secure), Fax, In-person/drop-off
• Are there deadlines for paperwork tied to reservation or move-in date? Options: Yes, strict deadlines, Flexible, Undecided
• Do you need the advisor to obtain signatures from remote decision-makers (e.g., e-signature)? Options: Yes, e-signature required, No

Collect and transmit medical records and medication lists

• Do you want the advisor to collect and transmit medical records on behalf of the family? Options: Yes, full collection and transmission, Yes, assist with requests, No
• Has a HIPAA authorization or release been signed to permit record transfer? Options: Yes, signed and available, No, needs advisor assistance to obtain, Unknown
• Which records should be collected? (select all that apply) Options: Primary care notes, Hospital discharge summaries, Specialist notes (cardiology, neurology), Recent labs and imaging, Medication lists
• Preferred transmission method to the community? Options: Secure portal upload, Fax, Encrypted email, Physical copies delivered
• Do you require a medication reconciliation and formatted medication administration list for the community? Options: Yes, full reconciliation, Yes, summary list only, No
• What is the required turnaround time for obtaining and sending records? Options: Within 24 hours, 48-72 hours, Within 1 week, Flexible

Submit Medicaid and VA benefit applications and documents

• Do you want assistance submitting Medicaid applications? Options: Yes, full application preparation and submission, Yes, review and checklist only, No
• Do you want assistance with VA benefits and aid & attendance documentation? Options: Yes, VA application help, No, Undecided
• Which financial documents are available for submission? (select all that apply) Options: Bank statements, Tax returns, Pension statements, Power of Attorney/Trust documents, Medicare/VA ID
• Is a financial representative or Power of Attorney authorized to sign and submit applications? Options: Yes, POA available, No, family member required, Unknown
• Do you require ongoing follow-up with the agency until approval is finalized? Options: Yes, continuous follow-up, Yes, initial submission only, No
• Are there imminent deadlines tied to move-in that make expedited processing necessary? Options: Yes, expedited required, No

Process initial deposits and secure reservation payments

• Do you want the advisor to process initial deposits and reservation payments? Options: Yes, process payments, No, family will pay directly, Advise only
• What payment methods are acceptable for deposits? (select all that apply) Options: Credit card, Bank transfer/ACH, Check, Trust account/third-party payment
• Who is the primary payer for initial fees? Options: Family member, Trust/estate, VA/benefits, Other
• Is documentation of payment source (e.g., proof of funds) required by the community? Options: Yes, required, No, Unknown
• Do you want receipts and payment confirmations delivered to family and advisor? Options: Yes, both, Family only, Advisor only, No
• Is a deadline tied to deposit/payment to secure the unit? If so, specify timeframe.

Accompany and support family on move-in day setup

• Do you want advisor accompaniment and hands-on support on move-in day? Options: Yes, in-person support, Yes, remote coordination only, No
• Which move-in tasks should the advisor handle? (select all that apply) Options: Document handoff and signatures, Furniture/room setup coordination, Medication handoff and MAR review, Orientation with nursing/staff, Troubleshoot immediate care needs
• What time window will move-in occur (morning/afternoon/evening)? Options: Morning, Afternoon, Evening, All-day
• Who will be the primary point of contact on move-in day? Options: Family member, POA/Legal rep, Geriatric care manager, Advisor
• Do you require assistance coordinating transportation or companion services on move-in day? Options: Yes, transportation arranged, Yes, companion/caregiver arranged, No
• Are there infection-control or vaccine verification requirements for move-in staff/visitors? Options: Yes, proof required, No, Unknown

Create and deliver resident medication administration list

• Do you want the advisor to create a formal medication administration record (MAR) for the community? Options: Yes, full MAR creation, Yes, provide medication summary only, No

• Selection & Residency Agreement
• Move-In Date Confirmation
• Payment & Billing Agreement
• Deposit / Reservation Authorization
• Statement of Work (SOW)
• Care Contingency & Escalation Plan
• Mutual Responsibilities & Community Policies Acknowledgement
• Medical Records Release & HIPAA Authorization
• Emergency Contact & Decision-Maker Designation
• Trial Stay / Respite Agreement (Optional)
• Termination & Refund Policy

• Immediate Stabilization Check (48–72 hrs post move)
• Week 2 Clinical & Care Progress Review
• 30‑Day Success Validation Review
• Lessons Learned & Care Plan Adjustment Workshop
• Shared Channel Setup & Ongoing Escalation Protocol

• Capture family and staff feedback to inform future placements and advisor recommendations.
• If corrective actions required, schedule daily brief check-ins with responsible staff until targets are met.
• Summary of Agreed Success Signals
• Formally validate whether the resident has met the 30-day success criteria with documented evidence.
• If unmet, determine whether adjustments will remediate the gap or whether escalation/alternate placement is required.
• Document family acknowledgement of the outcome and the agreed communication cadence going forward.
• Advisor to create a 30-day validation report capturing evidence per success signal and store in the shared folder.
• If escalation needed, prepare and share contingency options (higher level care communities, increased nursing support) within 3 business days.
• Admissions/community to confirm billing status and any outstanding financial documentation with family.
• Framing & Goal of the Workshop
• Create a prioritized list of improvements with owners, deadlines, and measurable success metrics.
• Update the resident care plan and any admission/move checklists to reflect agreed changes.
• Introductions & Purpose
• Assign owner(s) to implement each agreed checklist or template update and set deadlines within 10 business days.
• Advisor to summarize lessons learned into a short one-page bulletin for internal team and community partners.
• Community to incorporate any clinical protocol changes into the resident's care plan and notify family of updates.
• Select Shared Channel & Access Rules
• Create one agreed shared channel with clear access and a documented escalation protocol.
• Assign accountable owners and SLA timelines so issues are resolved predictably and transparently.
• Establish a sustainable meeting cadence and communication rules to avoid ad-hoc confusion.
• Advisor to create the shared channel, add confirmed participants, and post a pinned 'how we communicate' doc.
• Designated escalation owner to publish the escalation matrix with contact names, roles, and SLA times.
• Schedule the recurring stabilization audits and send calendar invites to all stakeholders.
• Confirm resident met the agreed immediate success signals (safe arrival, medications reconciled, no urgent clinical issues).
• Identify any critical gaps requiring same-week intervention and assign clear owners.
• Set the cadence for the next stabilization reviews and family updates.
• Community nurse to upload intake vitals, med list, and photo of the room to the shared folder within 24 hours.
• Advisor to confirm medication reconciliation with prescribing physician and note any pending orders.
• Family contact to provide any missing legal/financial paperwork to admissions team within 72 hours if outstanding.
• Schedule the Week 2 Clinical Review and invite primary nurse, advisor, and family rep.
• Recap of Immediate Check Findings
• Determine whether resident is progressing toward the 30-day success criteria or needs a corrective plan.
• Agree on concrete care plan adjustments with owners and deadlines if needed.
• Ensure family feels informed and their concerns are addressed or routed appropriately.
• Nurse/therapist to publish an updated care plan with measurable short-term goals and expected timelines.
• Advisor to log family concerns in the shared channel and confirm receipt/response within 48 hours.
• Confirm Arrival & Safety
• Define Escalation Thresholds
• What Went Well
• Evidence Against Each Signal
• Trend Review (Vitals, Meds, Symptoms)
• Gap Analysis & Root Cause
• What Could Be Improved
• Roles & Point People
• Functional & Therapy Update
• Clinical Snapshot
• Recurring Check-in Cadence
• Behavioral & Social Signals
• Decision & Recommended Path
• Family Experience & Satisfaction
• Convert Lessons into Actions
• Immediate Risks & Mitigations
• Decision: On-Track vs Corrective Plan
• Family Confirmation & Communication Plan
• Onboarding the Family to the Channel
• Update Care & Operational Checklists
• Document Changes & Assign Tasks
• Next Steps & Follow-up Timing