Booking App
Family Circles
Caregiver Matching
Cara
Nurse Scheduling
Nurse Portal
Overview
Full breakdown: overdue, due today, new leads, completed
📋 How Start of Care Works ▼
Getting ready · Before staffing
Communication
Inbox
Team Meetings
🗣 The huddle questions (from Samantha's playbook) ▼
Staffing focus: Based on open hours and care needs, what is today's hiring focus? (type of caregiver, skills, schedule, location)
Critical issues: What urgent client or family concerns must be handled today? What start of care, schedule change, or admission is at risk? What compliance, billing, or documentation issue needs attention?
Blockers: What is the single biggest blocker that could slow today down?
Round-robin close, everyone answers: "My priority today is ______." It must connect to client safety, coverage, hiring, or retention.
My Work
Needs Attention
Arriving on their own: missed calls, and new leads that nobody has answered yet. A lead closes itself the moment anyone contacts them, so this only ever lists people still waiting.
Coming next: unanswered texts, caregiver call-offs and orientation no-shows.
Phone Calls
Family Circles
Training
How hiring works, step by step
- They apply on mo-care.com, or the office uses Send the application or ＋ Add an applicant. Not booked yet? Friendly follow-ups go by themselves (and "finish your application" if they stopped partway). Text reaches them any time from the office number.
- They book an in-person interview (about 20 minutes), after answering the screening questions. Confirmation and reminders go by themselves; the day-before text asks YES or NO, and a NO frees the time. Did not show marks a No-Show; ✕ Cancel or Move when plans change.
- After the interview: Hire, make the offer, Candidate pool or Not hiring. Saving the offer sends their private start link.
- They fill in the start link (references, FCSR details) and appear in Background & References, where Ask refs emails their references the form. Phone-only references are yours to call.
- You run OIG, EDL, FCSR and Case.net . With 2 positive references and every check clear, they move to Ready for Orientation by themselves. A flagged check is always decided by a person.
- Viventium Step 2, then the Orientation Video Call. Press Orientation Video Call done – send orientation link and they do orientation online. The office orientation is the backup.
- Training: 2 hours of orientation before the first client; that is the only training required. Dementia, on-the-job and other courses are optional, assigned by the office when a client needs them. The Training Platform sends the reminders and "cleared to work".
- First shifts: the availability link, then a "how did your first shift go?" text the morning after.
Applicants
Search applicants by zip, hours like overnights or weekends, days, experience, or any word
| Candidate | Ref 1 | Ref 2 | Ref 3 | Ref 4 | OIG Check | EDL Check | FCSR BG | Case.net | Status | Actions |
|---|
Orientations
All Upcoming Sessions
| Caregiver | Hire Date | Agency Orientation 2hr, required before the first client | First Client Contact | Dementia + On-the-job optional, for a client's needs | Annual in-service optional | Overall | Actions |
|---|
| Caregiver | OIG 90 days | EDL quarterly | FCSR annual | Fingerprint BG | Supervisory Visit annualwhen there's a concern | Performance Review annual | Actions |
|---|
- Log every attendance event the moment it happens: a call-in (the hub works out the notice; under 4 hours, or after 5 PM the day before a 7 to 9 AM shift, is short notice per Handbook 2A and 2U), a tardy, or a no-call/no-show (immediate termination review per 2U; Zach, the HR lead, makes the final call).
- The hub counts events per caregiver and flags them to review: short notice, or 3 call-ins or 3 tardies in 90 days (our working numbers; the handbook gives none). It suggests the next step on the Handbook 2V ladder, but every case is decided on its own and steps can be skipped. Zach reviews every flag; if there was a good reason, he presses No write-up and writes why.
- When a write-up is the right call, Zach presses the red Draft button and the document is drafted for you with the facts, dates, history and policy language. Print it, review it with the caregiver in person, have them sign (a signature confirms receipt, not agreement), then Mark issued and file the signed copy in Viventium.
- Every write-up, from a verbal warning up, is approved by Zach (or Samantha) before it can be issued. If the case involves protected leave, an accommodation, an injury or workers' comp, a discrimination or harassment complaint, or a retaliation concern, Samantha is consulted first. Care Coordinators coach; coaching is not a write-up.
⚙️ Policy thresholds (editable; the ladder applies these consistently)
Write-Ups
Recruit
Interviews
Team Calendar
Interview length, notice and how far ahead
Offers
Who they are
The job
What you learned in the interview
Caregiver attributes for AxisCare
Settings
Supabase Connection
Use the same project as Staffing Hub. Coordinators sign in with the same accounts, and this hub's tables live alongside caregivers in app_data.
AxisCare Integration
Find your site number in your AxisCare URL: https://XXXXX.axiscare.com
⚙️ These belong to the agency now
Everything below except the Supabase connection is shared with the whole team, on every device. Pasting a key here switches it on for Krystal too. You can also manage the same settings from the Admin page.
📣 Callout texts (canned responses)
Every message the callout engine sends, in your words. Blank means the standard wording shown in grey. Fill-ins that get replaced per text: {first_name} the caregiver's name, {client} the client's first name, {when} day and time, {address} street name and city (never the house number), {care} the care note, {pattern} "could become your regular Friday shift" / "One time only" when the calendar says which. "Last-minute" wording is used for same-day shifts only; future shifts use the open-shift message.
💬 To talk about emails
When someone tags a person or replies on To talk about, everyone on that thread except the writer gets one email with the whole card and the thread, and a button to open it in the Hub. Office staff only; never clients or families.
🚩 Shift-note flags
Every two hours the Hub reads the caregivers' shift notes. Red flags (act today) and yellow flags (look within 24 hours) go to whoever owns Client Care; red ones also show on the Incidents owner's My Work. Nothing is sent to a family or caregiver by itself.
📝 Missed care notes
Every shift needs a note the office and the family can read. A caregiver who clocks out with no care note (in the app, or the office clocked them out because they forgot or couldn't) gets a text right away asking them to text their shift note to the office, and one reminder the next morning; texts only 8am to 9pm. A reply goes to Needs Attention for someone to put it in AxisCare (it still counts). No reply by 6pm the next day is unresolved. 3 in 30 days makes a DRAFT write-up for review; only Samantha or Zach can approve. The count starts when you turn this on. Fill-ins: {first_name} {client} {day} (reminder).
🕒 Running late
When a caregiver texts (or calls) the office that they're running late or can't make it, in the 2 hours before a shift until they clock in, the AI reads it and works out when they expect to arrive. It never guesses a time. Three switches, one at a time: notices (a "Running late" card in Needs Attention, and the missed clock-in texts wait until 5 minutes after the time they gave), caregiver replies (one thank-you with their time, or one "about what time?"), admin texts (every admin, every 5 minutes, until someone taps Seen). The family is only ever texted when a person taps "Send to the family" on the card or the admin's link, and only Family Circle members who agreed to texts, 6am to 9pm. The client is never texted. Fill-ins: {first_name} {client} {eta} (caregiver texts); {caregiver} {client} {time} {eta} (family texts, which start "Hi" and each person's first name).
Calls (on unless you turn them off): when you or Krystal talk with a caregiver on the office line (either of you calling, or them calling in) and they say they're running late, the Hub reads the call's transcript, even while the notices above are in practice. It opens a "Running late" card, notes the call on the missed clock-in card ("Mary said on your 4:31pm call: running late, about 8 minutes (around 4:39pm)"), and, only when they gave a time, pauses the missed clock-in texts to the admins until 5 minutes after that time (never more than 2 hours past the start). If there's still no clock-in then, the texts start again. "Can't make it" or no time given: the texts carry on. Nothing is texted to anyone because of a call; the family only hears when a person taps "Send to the family".
📞 Calls: your phone rings first
Every staff Call button in the Hub (and on the missed clock-in and running-late links) asks GoHighLevel to ring your phone first. You answer, hear "Caring Companions call to Ruth Adams. Press any key to connect.", press a key, and GoHighLevel connects you from the office number and logs the call. To do that, the tap assigns the GoHighLevel contact to you (the assignment changes with each call) and adds the tag hub-call-bridge. Only a person's tap starts a call. No contact is ever created and nothing is texted.
- Automation, Workflows, Create Workflow, Start from scratch. Name it exactly Hub call bridge.
- Trigger: Contact Tag, filter Tag Added =
hub-call-bridge. - Action: Call. Whisper:
Caring Companions call to {{contact.first_name}} {{contact.last_name}}. Press any key to connect.Turn ON "Connect call after keypress". Timeout about 25 seconds. - Action: Remove Contact Tag,
hub-call-bridge. - Settings (top of the workflow): Allow re-entry ON, so the same person can be called again. Save, then Publish.
- Settings, My Staff: check every office person has their own cell number on their GoHighLevel user (that is the phone that rings).
📞 Calls from GoHighLevel
Every 10 minutes the Hub fetches answered calls from GoHighLevel and its transcript, and the call reader writes the summary. For a new-client call it creates the lead, drafts a follow-up email and text for your approval in Post-Call Follow-Up, and tags the GoHighLevel contact "lead" (which your AxisCare sync watches). Nothing is ever sent. In practice it only shows what it would do. Missed calls are left to the Operations Inbox.
📨 Send the application
The text sent when someone calls about a job and you press Applicants → Send the application. Fill-ins: {first_name}, {position}, {link} (their application; keep it in). "Reply STOP to opt out." is added if the text doesn't mention STOP. Leave blank for the standard wording.
🩺 PRN CNA Team
The minimum bench shown on Recruit → PRN CNA Team, and the 60-day availability check-in text (weekdays 10am to 5pm, at most 20 a day, nobody twice in 14 days, STOP respected). Fill-ins: {first_name}, {link} (their own one-tap link; keep it in).
⏰ Missed clock-ins
When a caregiver hasn't clocked in a few minutes after their shift starts, they get one short text. At the same moment every admin gets a text with their own link, and it repeats until someone opens the link and marks it resolved (or she clocks in, or a coverage case covers the shift). When the shift ends with still no clock-in, the texts stop and the office gets a card to call the client and confirm the times (the EVV correction form is no longer used).
Office quiet hours: no admin or office text from 8pm to 7am Central, except missed clock-ins and call-ins while their after-hours switches are on. Each admin gets at most 6 texts about one missed clock-in, and every text has the link to mark it resolved.
⏱️ Missed clock-outs
When a caregiver clocked in but there's no clock-out a few minutes after the shift ends, they get one text, once. No admin texts. It goes out with the caregiver texts switch under Missed clock-ins. If there's still no clock-out after the minutes below, the office gets a card in Needs Attention to call the client and confirm the departure time (the EVV correction form is no longer used).
📥 Start forms
Whether a new start form becomes a Background & References candidate by itself.
🔔 Office orientation reminders
The text the day before someone's in-person office orientation (the backup for someone who can't do it online), sent by the Hub instead of GoHighLevel. Online new hires get their Orientation Video Call reminders instead.
🔗 Caregiver connect
Ties each AxisCare caregiver to their Hub record, so their checks, references and compliance show on their profile instead of "needs data connection".
Ask for help
Asking for help is tracked (approved 2026-10-18): who was asked, what for and by when; they accept (saying what they'll do) or decline (saying why); no answer in 15 minutes for urgent work, or by the end of their shift, shows as "Help not answered". The card stays the owner's and open. Nothing is texted or emailed.
My Work layout
Today grouped by what the work is (approved 2026-10-18): Needs you now, Relationship builders, Your leads, Your clients and tasks, and Hub reminders (compact, last, never in the red number). All mine is grouped the same way. While it is off, owners can preview it on Today.
Team Work
The on-duty pile in My Work (approved 2026-10-18): call-offs, missed clock-ins, same-day scheduling and time-sensitive family requests the Hub opened, until someone takes them. Each card shows the responsible role, its deadline and its escalation path. The family always keeps its own Care Coordinator. While it is off, owners see the tab as a preview and nobody's My Work changes.
📒 My Desk
Each person's own planner page and sticky notes, under Today. Only the person sees their desk (owners can look at it). Nothing on a desk texts, emails or reminds anyone. While it is being tried, tick who sees it.
🔁 The Hub closes its own loops
Finished shifts close their coverage case (or ask "Was it covered?"), case cards close with the case, an uncovered shift asks a person to call the family, a missed clock-in or clock-out becomes a card to call the client and confirm the times, and EVV reviews come weekly. Sends nothing.
📞 Leads
Inside these hours a new inquiry's first call is due 5 minutes after it comes in. Outside them the family gets the acknowledgment at once (worded for after hours, saying when a coordinator will call) and the clock starts when these hours open, so a 9 pm inquiry is not red all night. The acknowledgment is the only automatic message outside these hours. Her default: every day 8 am to 6 pm, evenings off.
What a family who fills in a website form hears from the Hub by itself: the one acknowledgment, nothing more. Every send goes through the opt-out door (GoHighLevel Do Not Disturb, the Hub's opt-out record, do-not-contact); anyone opted out is skipped and the office is told. Her rule (2026-10-07): no timed nudges or drips to families, because in home care every situation is different; follow-ups are a person's call.
The owner's text at 5 minutes is fixed. Who the backup is comes from the Operations duty window (Dashboard → Responsible now → Manage, the Backup person); with none set, Owner Escalation is told at 15. Texts go to the mobile numbers on the Team page (Owners Hub → Admin → Team).
Each new lead goes to the next Care Coordinator in this list, so everyone gets the same number of chances. Someone switched off or out on the Team page is skipped, with no makeup turn. Asked for by name goes to that person and uses their turn; a returning client goes to their old Care Coordinator and uses their turn unless returning clients are kept apart (below). Taking an inquiry card is helping: the lead stays its owner's. Only Samantha or Zachary can change this or change a lead's owner. Nothing here contacts a family.
If the first call reaches nobody, a second try is due within 2 days. After that, logging a call needs the next follow-up date (unless an assessment is booked or they are waiting on something with a check-back date). A lead with no next step shows red until it has one or is closed. Saving for future needs a check-back date, and the family's Care Coordinator gets a card that day. Reminders for staff only: nothing contacts a family. Only Samantha or Zachary can turn this on or off.
The Leads page as cards, like the CDS hub: three steps across the top (To call, Home visit, Deciding) and one card per family, with the date the lead came in, the last contact, what is late in red, and the next thing to do. Only the look changes: alerts, saved calls and texts, They said yes and every rule work the same. While it is off, an owner can preview it for themselves from the Leads page. Only Samantha or Zachary can turn this on or off.
Add lead asks how the family reached us: Called us, Website form, Facebook form, Referral form, Walked in or Email. Called us or Walked in counts as the first conversation, so the family never gets the first-call alerts; a form still starts the 5-minute clock. It replaces the "We're talking to them on this call" box, and changing an existing lead to Called us stops its first-call alerts too. Leads cards show it as a tag, with who referred them. Source and Referred By stay as they are. Only Samantha or Zachary can turn this on or off.
Team Work says its escalation rules once at the top instead of on every card, and owners can tick many cards and clear them with one reason (kept on each card; Undo for a day). Call cards 2 days past their day move to Past its day, "Make it official?" is one weekly list, and EVV review cards are not shown. The top of My Work is one short line, and the tabs are Today, Team Work, All mine, Waiting and More. Below: every open card more than 7 days late, to clear with a reason. Nothing is sent to anyone. Only Samantha or Zachary can change this.
After a client's first visit: the welcome call is the client journey's own step (due by the end of the next business day). Then the 7-day relationship call (due by day 7) and, once it is logged, the 30-day call (due by day 30) each come as one card for the client's Care Coordinator, with Log the call. Relationship calls are never supervisory visits or notes. Nothing contacts a family. Only Samantha or Zachary can turn this on or off.
When a relationship call reaches the family, the log also asks: any concern (it goes to Client Care as an issue, like any other concern) and any follow-up (someone owns it by a date, as a card for them). The welcome call is logged the same way: pressing Done on "Call the family after the first visit" opens the call log, voicemails and no answers are kept as attempts, and the step closes only after a real conversation with a note. Only Samantha or Zachary can turn this on or off.
$100 for each new private-pay client whose lead a Care Coordinator owned (the Care Coordinators on the Lead turns list), once the client has 20 completed hours in AxisCare by day 30 and is still with us. A daily check starts each bonus and counts the hours; after day 30 it is ready for approval or under review with the reason. Samantha or Zachary approves a ready one; only the decider makes an exception or marks one not earned, with a reason. The payroll person enters approved ones in Viventium and marks them paid. Pay is private: the records stay on the server and each person sees only their own. Only Samantha or Zachary can change this.
Your new rules: $75 for every new client, no matter the hours, to the Care Coordinator who did the home visit. It shows as pending from the first completed shift and is earned at day 30 if the client is still with us and has had at least 3 completed visits. Any Caring Companions payer counts (private pay, LTC, VA, GUIDE). A team goal for the month. Today shows a scoreboard: the team goal and each person's client counts for everyone, and dollars only on her own card (owners see all). The 8am email gets a New clients line with no dollars. Bonuses already on file keep the rules they started with. The $25 app-client bonus waits until app visits are recorded somewhere the Hub can count. Only Samantha or Zachary can change this.
One screen for you and Zachary, read in under a minute: your decisions, care at risk, asks for team support, each person's open and late work, what is overdue, and how the agency did the last 7 days. Exceptions only; looking never changes an owner. It shows as the first pill under Today, and it is the first screen you see when you sign in.
Each Care Coordinator sees My month: their own leads, assessments, starts, clients retained at 30 days, what is overdue for them now, and bonuses. Samantha and Zachary see everyone side by side. Two follow-ups that go overdue within 30 days open one management review for the HR lead, who records the cause and chooses No action or Coaching (with an owner, a deadline and a done check). Samantha sees a review only if it goes unresolved. Never discipline. The records stay on the server. Only Samantha or Zachary can change this.
While someone is out on the Team page (out until a date), their new inquiries text the person on duty instead of them, and nothing counts against them: no late first call, no missed inquiry, and nothing that goes overdue while they are out counts toward a review, even after they come back. A teammate who receives a lead because its owner is out is covering, so the clock before that never counts against them either. Only Samantha or Zachary can turn this on or off.
Each follow-up that went overdue gets a cause: mine, staffing shortage, client or family decision, approved leave (set by itself while someone is out), or a phone or Hub problem. Only "mine" counts toward a review, and anything else needs a short note. The owner marks it in My month and has a day before it can count; once it is part of a review, only Zachary or Samantha can change it. When someone covers a teammate's inquiry, call or relationship call, the Hub asks why and keeps the answer. Only Samantha or Zachary can turn this on or off.
These are conversation starters, not scripts to read word-for-word. Make it sound like you, answer the family's actual question, and never send a message without reading it first.
The line a coordinator sees on a family's profile for the moment they are in (first call, voicemail, they replied, the call we promised, and so on). It is a prompt for the person, never sent by itself. Blank means the standard wording shown in grey, and a line left blank always falls back to it. Never promise a caregiver or a start date until staffing is confirmed. Fill-ins: {first} the caller, {client} the person who needs care, {me} whoever is signed in, {when} the promised or booked time, {why} the follow-up note, {start} when they want care.
The referral partner loop: when we reach the family, when the assessment is set, the outcome, and a weekly line to case managers while Medicaid is pending. Each one is a DRAFT on the family's profile (Referral partner card) that a person reads, edits and sends; nothing goes to a partner by itself. Blank means the standard wording in grey. Fill-ins: {partner} their first name, {client}, {family} the caller, {me}, {day} the assessment day, {start}, {reason}, {days} with the state.
Every mo-care.com form posts to the token-gated lead-intake Edge Function (see assets/forms.js in the website repo) and lands on Leads & Starts with source "Website", verified end to end 2026-08-01. No Zapier involved. An earlier note here showed a raw database URL; that path was closed in the July security hardening and was never the real one.
POST https://zngsgedlsxinbygwmxwn.supabase.co/functions/v1/lead-intake?token=cclead_…🧭 Client journeys
Each new client's start of care as one journey on their profile: the next required step, who owns it, and proof on each step. Who gets a new client nobody has picked is set by payer here. Nobody is texted or emailed.
Referral partner desk
How often each partner tier comes up, how tiers are worked out, who owns partners until they're handed out, and the towns we serve. Urgent referrals never wait for any of this.
Google reviews
When a family is clearly happy, their Care Coordinator gets one card suggesting they ask for a Google review, with the message and your review link ready to copy. The Hub never sends the ask.
👥 Right person first, then escalate
Scheduling work goes to whoever is on Staffing duty now. Work nobody takes climbs the team first: late work goes to whoever is In charge; anything critical goes to In charge at 10 minutes, Leadership at 20 and the leadership backup at 35. The owner always keeps it. The duty schedule itself is under Dashboard, Responsible now, Manage.
Who owns each area, who gets notified and when it escalates: open Who Handles What.
🧹 Fresh start: clear past-due work
Closes work that is already past due, so My Work starts clean. You see exactly what would close first and can keep any group. Items are closed with a note, never deleted, and you can undo it for 7 days. Nothing is sent.
☀️ Morning Brief
A personal email at 8am Central on workdays: today's interviews and booked assessments, anything that came in overnight, pass-along notes from the quick form, leads to call, and that person's top priorities, each line one tap into the hub. Everyone sees only their own book plus anything nobody owns yet. Full picture adds the admin sections: family-update calls from flagged care notes, write-ups for call-offs with under 4 hours notice, yesterday's EVV misses, and today's schedule from AxisCare with any open shifts. Pick who gets what:
🕑 Afternoon interviews
Interviews that start at this time or later are marked as this person's interviews on Today, on the Interviews tab and in the Morning Brief. Earlier interviews get no name. Every change is recorded.
Cadences
Transcript Retention
Visit transcripts can contain medical detail. Once a care plan is pushed to AxisCare, the structured plan is the record of truth. The raw transcript doesn't need to stick around.
🪄 Care Plan Generation Webhook (Hub → Zapier → AxisCare)
Fires when you click "Generate Care Plan." Zapier structures the transcript with AI and pushes the result back here and into AxisCare custom fields.
Staff & Notifications
Add each coordinator with the email they sign in with. That's how the hub knows who's who: it shapes their view, stamps their work, and powers the stand-up counts. Samantha's account always sees everything.
Staff & Access (read only)
Who exists, what they belong to, and what they hold, read from the structural identity model rather than from any list of email addresses in the code. Nothing on this panel can be edited yet; managing access here comes after the authority cutover.
Who gets reviewed
While somebody is learning, their work gets looked at before their oversight reduces. A rule here means the reviewer picks up a Review item each time that person finishes that kind of work. The employee’s own work is already done; the review is the reviewer’s.
🚨 After-Hours Escalation Protocol
Kept for reference (the On-Call tab was removed). After-hours escalation steps live here if you ever want them surfaced again.
Admin Passcode
Keep this separate from staff login passwords.
Leads
📋 How This Tab Works, Step by Step ▼
Referral Sources
📋 How This Tab Works, Step by Step ▼
📋 How This Tab Works: the First-Caregiver Launch ▼
Caregivers
Who Handles What
Family bookings
📋 How This Tab Works: Care Match Check-in Calls ▼
📒
Check-in history Permanent record · tap to open ▾
Every call, what the client said, what the caregiver said, and what we did about it. Feeds favorites, coaching notes, and the Do-Not-Return log.
📋 How This Tab Works: Care Plan Reviews ▼
Caring Companions"
Caring Companions", get noted on the client's AxisCare profile, and are never logged as a plan check.
📋 How This Tab Works, Step by Step ▼
Clients
📋 How This Tab Works, Step by Step ▼
📋 How This Tab Works: the SOP Library ▼
🏡 HomeTogether Orders
Every order from the HomeTogether website lands here automatically, the shipping details, emergency contacts, care preferences, and a personal profile of the senior so a caregiver's very first virtual visit already feels like time with a friend. Click any order to open it.
📋 New-order runbook: ship a HomeTogether device
Golden rule: assign the Hub in the HomeSight Care Portal BEFORE it ships. An unassigned Hub will not set itself up when the family plugs it in.
- Order arrives (this tab + Stripe email). Note their shipping address and any add-ons.
- Care Portal → Accounts → Add: create the senior's account. First/last name, language English (en-US), Imperial units, their ZIP code (powers the weather on their TV), Central time zone.
- Open the account → Assign Wellness Hub: pick a Hub from the shelf by serial number (white sticker on the bottom). Icon turns from red to black when assigned.
- Write the serial on the order here in the hub, that serial is how we track the device for returns.
- Add-ons: channels are on by default (included). If they bought sensors / LTE / health readings, enable those modules on the account and pack the extra hardware.
- Invite the family: add their family contacts on the account, each gets a welcome email to register for the app and portal. Do this now so the app works the day the box arrives.
- Box and ship: Hub, remote (batteries in), HDMI cable, quick-start sheet. Same-day if ordered by early afternoon.
- They plug it in: Hub connects to Wi-Fi, registers with the cloud, updates itself, and their account comes alive. Offer the setup phone call from the order email.
- If they bought caregiver visits: coordinator calls within one business day to lock standing times, then schedule the recurring calls in the Care Portal.
When a customer cancels: send the return-label email (templates in 🎫 Support), and when the device comes back: Care Portal → set deployment status to not deployed, purge the unit with their tools, back on the shelf for the next customer.
Reorder devices when the shelf drops to ~3 spares: help.homesight.care → Submit Request → Order Request (min 2 Hubs; SIM choice T-Mobile or AT&T; ships to our office).
Feedback
Star check-ins from clients, families and caregivers, plus Caregiver of the Year nominations. Everything here also landed in your email the moment it was sent.
HomeTogether Hire
Concierge matching. Caregivers apply and families request at tryhometogether.com/local; you interview + background-check caregivers, then personally introduce matches by phone or email. Nothing is ever public.
Caregiver applications
Family requests
Campaigns
Your designed email library, ready to send. Pick an audience, open an email to preview it exactly as it will arrive, choose recipients, and send a test to yourself first. Everything goes out through GoHighLevel and lands in each contact's timeline.
🎫 HomeTogether Support
Every "Submit a request" from the HomeTogether websites lands here. Open a ticket, click Reply to answer by email (the ticket number stays in the subject so the thread is easy to find), and set the status so nothing slips.
📦 Device return emails (cancellation flow)
When someone cancels HomeTogether: send #1 right away with the prepaid label. If the device hasn't arrived, #2 goes out around day 14 and #3 around day 25. The $300 fee only ever applies after all three, and it's waived the moment the device shows up.
Subject: Your HomeTogether return label (prepaid, takes 5 minutes)
Hi {First},
Your cancellation is all set, no further charges. The only thing left is sending the Wellness Hub home to us, and we've made it easy:
1. Put the Wellness Hub, remote, and cables in any sturdy box
2. Print the attached prepaid label and stick it on (no postage needed)
3. Drop it off at any carrier location within 30 days
That's it. We'll email you a confirmation the moment it arrives and your account will be fully closed.
Thank you for letting us be part of your family's story, truly.
Warmly,
The HomeTogether team
Subject: Friendly reminder: your HomeTogether return label
Hi {First},
Just a gentle nudge, we haven't received the Wellness Hub yet. No worries at all, life gets busy!
Your prepaid label is attached again. Any sturdy box works, and any carrier location will take it, no postage needed.
If the label gives you any trouble, or the box already shipped, just reply to this email and we'll sort it out.
Warmly,
The HomeTogether team
Subject: Heads up: device return needed by {date} to avoid the $300 fee
Hi {First},
We want to make sure this doesn't cost you anything: the Wellness Hub needs to be dropped off by {date} (30 days after your cancellation). After that date, the $300 device replacement fee from our Terms of Service applies to the card on file.
The good news: dropping it off any time before then means no fee at all, and if it's already on its way, you can ignore this note entirely.
Your prepaid label is attached one more time. Questions or a hiccup with shipping? Just reply, we're happy to help.
Warmly,
The HomeTogether team
📚 Scripts
The intake process and word-for-word scripts for talking with families. How each payor works is on Payors & Programs. When in doubt, verify eligibility before promising anything.
How families pay
Rates, who qualifies and how to start for every payor now live on one page: Payors & Programs.
Private pay · Medicare GUIDE · LTC insurance · VA · CDS · Medicaid (ending 11/16)
The intake process (every lead)
The hub tabs walk you through each step. This is the shape of it.
- Identify payor early. On the first call, find out how they plan to pay, and always screen for VA, a long-term care policy, and a dementia diagnosis (GUIDE) even if they lead with private pay. On Medicaid? We no longer take agency Medicaid; send them to Caring Companions CDS, (417) 218-2888.
- Verify before you promise. For VA-paid and LTC, get the authorization or policy details in hand before the start date.
- Assessment sets the plan. The in-home Care Assessment drives the care plan and satisfies documentation for LTC and GUIDE.
- Start of Care is where private pay can begin same/next day, one of our biggest advantages. Say so.
Sales scripts
Say it warm, not salesy. You're relieving stress, not closing a deal.
Discovery questions: ask these before pitching anything:
- "Tell me what a hard day looks like right now for you and your mom/dad."
- "What's prompting the call today? Was there a fall, a hospital stay, or just a slow build?"
- "Who's helping right now, and how are you holding up?"
- "Did your loved one ever serve in the military?" · "Are they on Medicaid, or do you think they might qualify?"
- "Has a doctor mentioned memory issues or a dementia diagnosis?" (opens the GUIDE benefit)
Selling blended care Your best tool
In-home hours + HomeTogether virtual check-ins = whole-day coverage for closer to half the cost. This wins the families who think they can't afford care.
A family thinks they need 8 hours/day of hands-on care → 8 × $32 = ~$7,600/mo. Out of reach for most.
Blend it: 4 hours of morning Personal Care (bathing, meals, getting the day started) = ~$3,900/mo, plus HomeTogether at $75/mo for eyes-on wellness checks and video visits the rest of the day.
→ Whole-day peace of mind for roughly half the cost, and Mom is never truly alone.
HomeTogether is simple for the senior (works through the TV they already use), reduces isolation, and gives the family alerts and check-ins between caregiver visits. It's the natural add-on to every in-home plan.
Handling objections
Agree, reframe, offer a next step. Never argue.
"It's too expensive." ▸
"Doesn't Medicare pay for this?" ▸
"We're not ready yet." ▸
"I can take care of Mom myself." ▸
"Let me talk to the family / think about it." ▸
Rates and program rules change. Confirm current details with Samantha before quoting anything unusual. Payor eligibility must always be verified before care is promised.