Hi All,

We're excited to announce the release of our latest software update, featuring a fresh new visual design and several enhanced features. For those of you who participated in our beta testing for the new Canvas view, thank you for your invaluable feedback! If you haven’t seen the changes yet, we think you’ll love the new, streamlined interface designed to make your experience smoother and more intuitive. Included with the feature updates below is an overview of the new Canvas view. Below you will find a detailed look at the improvements and how they can benefit your workflow.

In terms of workflow automations and processes, we've added a few updates (again, based on feedback). Here is a summary of those changes:

Update 1) When a client agreement is signed, the system will automatically convert the Lead to a Client. In doing so, it will then automatically send the Virtual Wallet email, and it will send an SMS message to the POC which says the following:

"2nd Family Update - We have received your signed agreement, created your online account, and sent instructions to *email address* for completing your registration. Please check your email and follow the instructions to complete registration."

The feedback that we've gotten from both POC and staff is that they'd like to knock this out at once - sign the papers and provide payment all at one time so that they don't have to come back and do a second step later. Without rewriting substantial pieces of code to change the backend workflow, the fastest we can get all the triggers to fire creates about a 20-min delay from the time the client agreement is signed to when the Virtual Wallet email appears in their inbox. So, the reason that we're sending that SMS message is to notify the POC that they can continue to process. (We plan to re-write the scripts on the back end to make this happen more instantaneously in the future).

Update 2) All of the new client follow-up tasks have been removed. Instead, we're using the emails below to communicate processes. You can set follow ups as you see fit.

Update 3) After the first shift, the following email is sent:

"We’re excited to share that your first shift with 2nd Family is now complete, and we hope it made a positive difference for your loved one. We’re here to ensure this experience is as seamless and comfortable as possible.

Please don’t hesitate to reach out over the next few weeks – we’d love to hear your feedback! Whether by call, text, or email, we're always available to listen to any thoughts or questions you have.

We’re also working to match the best caregivers to the right shifts. This process can take a little time, but we appreciate your patience as we fine-tune the schedule. Our goal is to provide consistently exceptional care.

Thank you again for trusting us with such an important responsibility. It truly means the world to us. 

Sincerely,"

Update 4) After 1 week of care, the following email is sent:

I hope this email finds you well and that your first week with 2nd Family has been a smooth and positive experience. It means so much to us to be part of your care, and we’re here to ensure everything continues to go just right!

As we settle into the coming weeks together, I wanted to touch base on a few quick reminders regarding scheduling. These will help us make sure everything runs as smoothly as possible for you and your family:

1. Scheduling Stability for Two Weeks:

To give both you and our caregiving team the best experience, we ask that the original schedule stays in place for two full weeks. This gives us all time to establish a rhythm and allows your loved one to get comfortable with their caregiving routine. After that, we’re more than happy to work with you on any adjustments. As a reminder, it usually takes us a few weeks to settle into the right group of caregivers, so please be patient as we try a few new faces to find the right fit.

2. How to Request Schedule Changes:

Once the two-week period has passed, you can submit any schedule changes through our online portal or directly in the Always Family app. For compliance purposes and to ensure we don’t miss any details, all schedule requests need to be made through this system. This way, we can keep track of everything in writing and avoid any potential typos or misunderstandings.

3. Making Changes Through the App:

Here’s a quick step-by-step guide for submitting a schedule change request. The process is the same whether you choose to use the 2nd Family app, or click the "Portal Login" button on the ${ndfamilycrm.Branding} website:

Open the App, or click "Portal Login" on the 2nd Family website

Select "Click to Begin"

Go to "Clients and Families"

Choose your location

Click on "Schedule Request"

Fill out the form and hit "Submit"

That’s it! Once we receive your request, we’ll take care of the rest and be in touch to confirm the update. If you have any questions at all, or if you just want to chat about how things are going, don’t hesitate to reach out. We’re here for you and your loved one every step of the way!

Warmly,"

Update 5) When the Date of Last Shift field is completed, a task will be set for the day after the date entered in that field to contact the POC regarding our offboarding process, deposit refund process, and ask for a 5-star review. We're placing a greater emphasis on offboarding clients in a systematic way to set clear expectations for the process, lay the groundwork for future business, and attempt to get a 5-star review.

Update 6) We've piloted offloading some basic client communication to our Scheduling Team over the last 12 months, and it has worked well, so we've built that functionality into CRM. The point here was to streamline the communication that takes place when we have a caregiver who will be late or calls out at the last minute, and we're trying to save some of the RNs time from having to make those calls. There is now a "Scheduling" tab on the Client profile in CRM which has some pre-written messages. Our Schedulers go in and check the box to initiate the desired SMS message to be sent. If the POC replies, we've given our Scheduling Team approval to use the Twilio Conversation module to text back-and-forth as needed.