Frequently Asked Questions - FAQs:

Partner Network plan:

The Partner Network plan is free. Partner Network plan users get access to Summary Brochure data for Facilities (Senior Living Facilities). Partner Network users can search summary facility brochures, and make online referrals to facilities on the Premium or Pro plans.

Partner Pro plan:

The Partner Pro plan is a paid subscription. Partner Pro plan users get access to Enhanced Brochure data for facilities on the Network plan. Partner Pro users that are "not activated" by facilities also get access to Partial Brochure data for facilities using Premium and Pro plans.

When Partner Pro users are "activated" they will see Premium Brochure data for Care Home Premium users, and they will see Complete Brochure data for Community Pro and Care Home Pro users. Premium Brochure data includes everything in Partial Brochures, plus room availability information. Complete Brochure data includes everything in Enhanced Brochures, plus room availability information and active promotions.

See Partner Plans & Pricing and the Partner Plans Features List for detailed comparisons of the features in the Partner Network and Pro plans.

Community Network plan:

Free Community Network plan users get access to the marketing network and real-time room availability. The marketing network has been designed to help communities connect with more partners, get more leads, and increase occupancy. Community Network users can see all partners in the system that serve their location, invite partners to connect, and group message partners. Community Network plan users get access to Enhanced Brochure data for partners that are on either the partner Network plan or Pro plans. Community Network users can search enhanced partner brochures, view enhanced partner brochures, and send requests to partners to connect and start doing placement business together.

Community Pro plan:

The Community Pro plan is a paid subscription. Community Pro plan users get real-time room availability and promotions management. Community Pro plan users can activate (and deactivate) Pro partners. Active partners see a community's normal brochure information and they gain access to the community's real-time room availability and active promotions. This allows active partners to make better resident-to-facility matches which results in better qualified leads that are more likely to close. Pro communities get detailed partner performance metrics, estimated referral and placement valuation, estimated partner valuation, and placement channel valuation so they can see how much value their placement marketing channel is contributing to their operations. They also get ground breaking reporting and analytics that deliver the data needed to proactively manage and optimize placement so it adds as much value as possible.

Community Pro plan users get access to Enhanced Brochure data for Network plan partners and inactive pro plan partners. Community Pro users get access to Complete Brochure data for active pro plan partners.

See Community Plans & Pricing and the Community Plans Features List for detailed comparisons of the features in the Communities Network and Communities Pro plans.

Care Home Network plan:

Free Care Home Network plan users get access to the marketing network and get real-time room availability. The marketing network has been designed to help care homes connect with more partners, get more leads, and increase occupancy. Care Home Network users can see all partners in the system that serve their location, invite partners to connect, and group message partners. Care Home Network plan users get access to Enhanced Brochure data for partners that are on either the partner Network plan or Pro plans. Care Home Network users can search enhanced partner brochures, view enhanced partner brochures, and send requests to partners to connect and start doing placement business together. Users get real-time room availability.

Care Home Premium plan:

The Care Home Premium plan is a paid subscription. Care Home Premium plan users get real-time room availability management. Care Home Premium plan users can activate and deactivate Pro partners. Once a Pro partner is activated, that partner gets access to the communities' room availability information, in addition to all the other facility data previously accessible in the care home's enhanced brochure. This allows partners to make better resident-to-facility matches which results in better qualified leads that are more likely to close.

Care Home Premium plan users get access to enhanced partner brochure data for partners on the network, and pro plan partners that have not been activated. Care Home Premium users get access to Complete Brochure data for active pro plan partners.

Care Homes Pro plan:

The Care Home Pro plan is a paid subscription. Care Home Pro plan users get real-time room availability and promotions management. Care Home Pro plan users can activate (and deactivate) Pro partners. Active partners see a care home's normal brochure information, and they gain access to the care home's real-time room availability and active promotions. This allows active partners to make better resident-to-facility matches which results in better qualified leads that are more likely to close. Pro care homes get detailed partner performance metrics, estimated referral and placement valuation, estimated partner valuation, and placement channel valuation so they can see how much value their placement marketing channel is contributing to their operations. They also get ground breaking reporting and analytics that deliver the data needed to proactively manage and optimize placement so it adds as much value as possible.

Care Home Pro plan users get access to Enhanced Brochure data for Network plan partners and inactive pro plan partners. Care Home Pro users get access to Complete Brochure data for active pro plan partners.

See Care Home Plans & Pricing and the Care Home Plans Features List for detailed comparisons of the features in the Care Home Network, Premium, and Pro plans.

Premium and Pro plan facilities can activate Pro partners. Facilities can activate partners. Partners cannot activate facilities. Partners on the Network plan cannot be activated and facilities on the Network plan cannot activate Partners.

Once activated, Pro Partners can see Premium brochure data for Premium Care Home users, and Complete brochure data for Pro Community and Pro Care Home users. Premium and Complete brochures have more comprehensive facility data including real-time room availability and active facility promotions.

Client-to-Facilities Matching is typically done when a partner needs to quickly identify which facilities meet their client's needs as specified in their client assessment. Client's needs are entered into the client assessment. When the partner saves the client assessment it creates their client profile. From the client profile, the partner then selects Facility Match and the system will return all facilities that meet the requirements specified in the client profile (e.g. facility type, service type {IL, AL, or MC}, budget, location {city or cities}, room type, room availability, etc.). There are many more data fields that can be used with Matching to further refine the results.

Further refining the results improves the quality of the matches, and good matches are the key to successful placements. Partners can then select the facilities that they want to refer to from the results list, click on "Refer," and the client's profile information will automatically be sent to those facilities. These referrals will include any uploaded documents and will be date and time stamped to verify when the referrals were made. Note that for facilities to receive online referrals they must be on the Premium or Pro plans. Facilities on the Network plan are not able to receive online referrals.

Close Days is the amount of days between when a client is referred to a facility and the client move-in date.

Close rate is the number of a partner's placements divided by the number of a partner's referrals over a specified time frame.

The type of senior community based on services offered. Does not include Care Homes. Community types are IL, AL, MC, IL & AL, AL & MC, and IL, AL & MC.

A large senior living community or a small residential care home. In PlaceLink these are called "Facilities." You may also see them referred to as Senior Living Facilities or SL Facilities.

Immediate Room Availability Required is used in client assessment forms, and in determining related facilities search and matching results. Selecting "Yes" means the placement agent wants Placelink to only find and display facilities that currently have the client's desired room type(s) available. Selecting "No" means the placement agent wants to see facilities that have the client's desired room type, whether or not those rooms are available or full.

Premium and Pro community and care home accounts have a setting in the Information section of their brochure called "Automatically activate any Pro partner in PlaceLink that serves your location." Turning this setting "On" automatically activates any pro partner in PlaceLink that serves the facility's city, and it reduces the facility's subscription price by 10%

Network plan users in all 3 apps; Community, Care Home, and Partner, are incentivized to invite other companies they know to join PlaceLink by using the feature in the Marketing menu called "Invite To Join PlaceLink." This feature can be used to invite communities, care homes, and placement agencies that they like, but who are not yet on PlaceLink, to join the service.

Network users get a free upgrade to the PlaceLink Pro plan for:

• 6 months if 3 to 5 of their invited companies sign up for any plan
• 12 months if 6 to 8 of their invited companies sign up for any plan
• 18 months if 9 to 11 of their invited companies sign up for any plan
• 24 months if 12 or more of their invited companies sign up for any plan

Premium plan users in the Care Home app are incentivized to invite other companies they know to join PlaceLink by using the feature in the Marketing menu called "Invite To Join PlaceLink." This feature can be used to invite communities, care homes, and placement agencies that they like, but who are not yet on PlaceLink, to join the service.

Premium plan care home users get 2 months of PlaceLink free for every company they invite that signs up for any plan.

Pro plan users in all 3 apps; Community, Care Home, and Partner, are incentivized to invite other companies they know to join PlaceLink by using the feature in the Marketing menu called "Invite To Join PlaceLink." This feature can be used to invite communities, care homes, and placement agencies that they like, but who are not yet on PlaceLink, to join the service.

Pro users get 2 months of PlaceLink free for every company they invite that signs up for any plan.

The primary use of Location in PlaceLink is determing which cities partners serve and which cities facilities are located in. With this data partners can easily find facilities in their service geography and add more facilities to the inventory they can offer their clients. Likewise, facilities can easily find more partners that serve their location, and add more partners to their placement marketing channel so they can receive more referrals, close more placements, and increase their occupancy rate.

Partner Network Plan users cannot be activated so they are always "not active." This means they will always see summary brochure data for facilities.

Partner Pro plan users are not active if Premium or Pro facility's have not activated them. Inactive Partner Pro users have access to Enhanced brochure data for facilities. These enhanced brochures are much more detailed than the summary brochures. However, enhanced facility brochures do not include room availability information or active promotions.

Partners must be Pro users and be activated by facilities in order to access room availability information and/or active promotions data in search results and in client-to-facilities matching results.

Placement agents and placement agencies are called Partners in PlaceLink. A partner is a person or company that finds potential residents and refers them to senior care facilities for a fee. Owners or employees of these companies are placement agents.

A placement is a successfully closed referral from a placement agency, meaning a resident who was referred to one or more senior living facilities by a placement agency, and has moved in to a senior living facility that was recommended by the placement agency.

In PlaceLink placement agencies are referred to as "Partners. "A placement agency is a company that originates prospective residents (leads/clients) for senior living facilities, assesses leads, educates leads and their families, refers leads to matching senior living facilities (referrals), and collects referral fees when their clients move into a recommended facility.

In PlaceLink placement agents are referred to as "Partners. "A placement agent is a person working for a placement agency who performs the tasks required to complete senior placements.

A PlaceLink Plan is a the type of PlaceLink account one is using. PlaceLink Plans are:

Community App:

• "Network" - Free
• "Pro"- Monthly or Annual Subscription

Care Home App:

• "Network"- Free
• "Premium"- Monthly or Annual Subscription
• "Pro"- Monthly or Annual Subscription

Partner App:

• "Network" - Free
• "Pro" - Monthly or Annual Subscription

A Promotions is a marketing promotion offered by a senior living facility in order to increase occupancy by attracting more leads/referrals and admitting more residents. Some of the common forms of these promotions are discounts on community fees, discounts on monthly charges, and increases to placement agent referral fee percentages.

A lead from a placement agency, which is usually an elderly person (frequently assisted by one or more family members or friends) looking for a senior living solution.

Room types are used two ways in PlaceLink. The first is to enable facilities to show in their brochures which type of rooms they have. The second is to enable partners to show in their client profiles which type(s) of room(s) their clients desire. With this data PlaceLink can quickly match clients' desired room type(s) to facilities' available rooms. Facilities identify which room types they have when they setup or update their facility brochure. Partners identify which room type(s) their clients desire when they complete or update their client profiles. The common room types in PlaceLink are:

Communities:

• Independent and Assisted Living
  • Shared
  • Studio
  • One Bedroom
  • Two Bedroom
• Memory Care
  • Shared
  • Private

Care Homes:

• Shared Room - Shared Bath
• Private Room - Shared Bath
• Private Room - Private Bath

Service Type is used in client assessment forms and facility search and matching. It is the type of care that a particular client needs. Service Type options are IL, AL, and MC.

CLIENT STATUS: The status of the relationship between a partner and a client. Client status options are; Active, Inactive, or Won. A client can have referrals to multiple facilities. A client status can be Active or Inactive with or without referrals to facilities.

• When a partner changes a Client status from Active to Inactive, the Referral status at any referred facilities automatically changes to Lost.
• When a partner changes a Client status to Won, the referral status for the winning facility automatically changes to Won, and the referral status at any other referred facilities automatically changes to Lost.

PARTNER STATUS: The status of the relationship between a partner and a facility. Partner status options are Active or Inactive. Pro partners can be activated by Premium or Pro facilities. Network partners cannot be activated, and Network facilities cannot activate partners.

• When a facility activates a partner, the partner and facility gain access to additional data, tools, capabilities, and analytics.
  • When a Premium care home activates a Pro partner, that facility will be included in the partner's automated matching results for clients. Also, the partner gains visibility to the care home's real-time room availability information.
  • When a Pro community or care home activates a Pro partner, the partner gets all the Premium plan capabilities described above, plus real-time visibility into facilities' active promotions. Also, facilities can then select whether to share partner performance metrics and estimated referral values with active partners.

PROMOTION STATUS: The status of a facility promotion. Promotion status options are Active or Inactive.

• Pro communities and Pro care homes can create promotions.
• Network communities, Network care homes, Premium care homes, Network partners, and Pro partners cannot create promotions.
• When a Pro partner is activated by a Pro facility the partner gains access to that facility's active promotions.
• Pro partners who have not been activated by facilities do not see promotions for those facilities.
• Network partners cannot be activated so they do not have access to facility promotions.

REFERRAL STATUS: The status of the referral relationship between a client and a facility.

Referral status can only be changed by partners. Facilities can only Accept or Reject referrals. Referral status options are; New, In Progress, Won, or Lost. A Referral status can be New, In Progress, or Lost while a Client status is Active.

• When a partner refers a client to a facility, that referral's status is automatically set to New. Referrals with a status of New must first be Accepted or Rejected by the receiving facility. A facility's acceptance or rejection of a referral does not affect the Client status.
• When a partner changes a Client's status to Inactive, the Referral status at all referred facilities automatically changes to Lost.
• When a partner changes a Referral status to Inactive, the Referral status for that particular facility changes to Lost.
• When a partner changes a Client's status to Won, the referral status for the winning facility automatically changes to Won, and the referral status at all other referred facilities automatically changes to Lost.

ROOM STATUS: The status of a room at a facility.

Room status can only be changed by facilities. Partners cannot change Room status. Room status options are Available or Full.

• Premium (Care Home) and Pro facilities have room status management. Network facilities do not have room status management.
• Premium and Pro care homes can indicate whether rooms are available for Male or Female, Male Only, or Female Only. Communities and Network care homes do not have this feature.
• Pro partners who have been activated by Premium (Care Home) or Pro facilities can view facilities' room status.
• Network partners and inactive Pro partners cannot view facilities' room status.
• Room status is included in search and match results for active Pro partners.
• Room status is not included in search and match results for Network partners or for inactive Pro partners.

Room status can be changed on the home screen for Premium and Pro plan facilities.

Pro plan communities and care homes can create and edit promotions by going to their Marketing menu and selecting Promotions. There they have the option to create new promotions by clicking the Create Promotion button, or edit existing promotions by clicking the promotion name or selecting Edit from the Actions menu.

There is a Primary Contact setting in the Contacts section of partner and facility brochures. Primary contacts will receive notifications and referrals (for facilities) in the system. Set Primary Contact to "Yes" if you want this person to receive notifications and referrals.

The glossary is located in the user's menu under the user's name at the bottom of the left-side menu. Clock on the user name and then select Glossary.