At A Place for Mom (APFM), our goal is to help you, our customers, be more successful by introducing you to new families, and helping increase your overall move-ins and conversion rates. This “Getting Started” section is for any of new customers, new employees at current customer communities, or just for anyone that would like a refresher course on getting the most out of our partnership.
If you’re a new customer, you should be receiving a series of onboarding emails. All of the sections below will be covered in the email series. If you have recently signed up with APFM and you’re not receiving the emails, please email us at Partners@aplaceformom.com.
STEP 1 OF 6:
To learn more about how we will be working together, watch this 3-minute video on what you can expect from our partnership.
Don’t forget that we will be sending 6 helpful emails over the next month. Each email has a specific task designed to help you generate more move-ins from the referrals we will be sending to your community. Completing the tasks will help you be more successful, and it allows us to send you qualified leads so you can get more move-ins!
We have also created a printable checklist so you know where are you in our customer on-boarding series.
STEP 2 OF 6:
Partner Central is your portal to a successful and productive partnership with A Place for Mom! Use this free, 24/7 service that allows you to access competitive market reports, information about each referral, and easily update your community’s description, profile, and pricing in the APFM database. We want you to feel empowered to tell us what’s important about your community.
Setting up your A Place for Mom Partner Central account is easy! It will only take two minutes, and remember that setting up your account is necessary before proceeding to the next tasks included in our onboarding email series.
Our next email will include step-by-step guide for completing your profile.
STEP 3 OF 6:
The Community Profile tab in Partner Central is where all of the information is stored that our Senior Living Advisors (SLAs) reference when working with families to pre-qualify them for your community.
As a customer in A Place for Mom’s network of sites, your APFM Web Page will be available to more than 2 million visitors per month. More importantly, we send every family that we refer to your community a link to the page, so they can readily learn about the benefits of your community. You should think of it as an advertisement for your community; the more inviting and detailed it is, the more likely families will schedule a tour and select your community for their loved one.
Completing your Community Profile & setting up your APFM Web Page is an essential next step to helping ensure you receive qualified referrals from our SLAs.
To get started, login to Partner Central then click the “Community Profiles” Tab in the orange navigation tab at the top of this page.
STEP 4 OF 6:
Successful partners and Senior Living Advisors agree these are the top three best practices that lead to a successful partnership with A Place for Mom, and generate more move-ins for your community. Please take 3-5 minutes to learn about our best practices so you can generate more move-ins for your community!
We have found that responding to families immediately when a referral comes through is a best practice at A Place for Mom. In fact, communities that respond to APFM leads within 2 hours have on average an 11.5%- 15%* higher share of move-ins with APFM than those communities that wait 24 hours or longer to respond. It’s similar to greeting someone in your lobby. You don’t want to make a family wait when they are active in their search.
In addition, creating a contact strategy to ensure that you connect with a family is critical. We’ve found a persistent outreach program provides significantly more opportunity and move-ins versus reaching out just once.
Here is a suggested approach:
If you don’t reach the family when you call, make sure you leave a warm, introductory voice mail to your community. Remember, this is your first connection with the family.
Our partnership will drive the best results when we are both actively communicating about the family’s progress. Our local Senior Living Advisors are knowledgeable, caring and highly experienced professionals who guide families through every step of their senior care search. Prior to a referral coming through, they’ve spent a fair amount of time working with families on their individual situation, including budget, care and lifestyle needs. Your community was selected because our advisor found it to be a good fit for the family. Maintaining communication throughout the process allows all parties to stay connected and provide the best chance for helping the family move forward.
Helping the Senior Living Advisor you work with better understand your community is a best practice we strongly encourage. Providing this information, either over the phone or in-person, and by completing your profile on Partner Central, allows the Advisor to represent your community to the many families they connect with every week. Take time to help your Advisor understand your mission, tenure of staff, unique programs and anything additional that they may be able to share with families to help interest them in your community. In addition, if our Advisor visits your community, make sure to share one or two of your model apartments. Taking these steps ensures that A Place For Mom can best represent your individual community going forward.
STEP 5 OF 6:
In order for us to work well together, it is important that our partners understand the terms of our referral agreement. Please take 3-5 minutes to learn about our partnership agreement and read some of most common questions we receive from new partners.
We work hard to introduce you to new families. Sometimes there are families with whom you’re already in contact. As a best practice, check your database for lead duplicates when we send you over a new lead. You are not obligated to work with APFM on duplicate leads if you have received that lead within 180 days prior to our referral; however, by contract, you must notify the referring Senior Living Advisor via email within 5 business days72 hours* of receiving the referral if you are already working with the family referral receipt. Taking this step ensures you will not be invoiced for a family with whom you are currently working.
Many communities also choose to work with APFM on leads they already have in their database. Sometimes these are families they have been unable to reach, families they thought were moving in but did not, or leads that have grown cold. The choice is yours, but if we do assist, A Place for Mom will bill the community for the move-in under the terms of our agreement.
Family move-ins are the rewards of our combined efforts. As part of our program requirements, when a family moves in, please notify your APFM senior living advisor within 24 hours. Please include rent, projected care charges and unit type.
*Terms & Conditions effective through December 31, 2019
As part of our partnership and contractual relationship, all move-ins that result from accepted APFM referrals (that is, leads that are not declined within 72 hours*) require payment.
Unfortunately, sometimes you may not be able to assist a family we refer. Maybe your community has a waitlist, you don’t have the right size room available, or you can’t meet their need for an immediate move-in. Whatever the case may be there are a few things to remember:
When in doubt contact the A Place for Mom Advisor. Our Advisor will know how to handle the situation to ensure that the family is taken care of.
*Terms & Conditions effective through June 30, 2019
STEP 6 OF 6:
We hope that our new customer onboarding series has been helpful. If you have questions, please contact our dedicated Customer Experience team at 866.892.1205 or email firstname.lastname@example.org.
You can also explore our frequently asked questions (FAQ) here on Partner Central. This tool is designed to quickly provide our customers with answers to the common questions about our partnership.
You'll typically hear from our team within minutes to explain our service and answer any questions you may have.
Mon - Fri: 8 AM - 9 PM
Sat - Sun: 11 AM - 5:30 PM