Senior / Home Care — Inquiry
Inbound inquiry for in-home senior care or assisted living referral. Captures care needs, level of assistance, and family decision-maker.
When this runs
classifies this work type when the caller says things like:
How the call goes
4 surface rules tied to missing field definitions. Urgent first.
Ask when care is needed — hospital discharge or safety crisis drives immediate placement.
urgent“When do you need care to start? Is this because of a hospital discharge, a fall, or a change in condition?”
Field: When care is needed
Ask about cognitive status — dementia and Alzheimer's require specialized caregivers.
important“Has your loved one been diagnosed with dementia, Alzheimer's, or any memory issues?”
Field: Cognitive status (dementia / Alzheimer's / oriented)
Ask what daily activities they need help with — drives care level and caregiver qualifications.
important“What does your loved one need help with — bathing, dressing, meals, getting around, medication reminders?”
Field: ADL assistance needed (bathing, dressing, meals, mobility)
Ask about long-term care insurance or VA benefits — can significantly offset cost.
important“Do they have long-term care insurance, or are they a veteran who might qualify for VA Aid & Attendance?”
Field: Long-term care insurance or VA benefits
Extracted without a dedicated prompt
extracts these from the transcript in real time. If the caller does not mention them naturally, staff can confirm them during wrap-up.
Guardrail signals
If staff says anything matching one of these examples, an urgent warning surface is created.
Promise a specific caregiver before matching and background check.
Give medical advice or diagnose conditions.
Quote hourly rates before the care assessment.
Share information about other clients or families.
When the call ends
Before staff can end the call, walks them through a wrap-up checklist, then prepares the captured fields for the work record.
Wrap-up checklist
- Confirm callback number
- Schedule in home care assessment
- Send information packet
- Identify decision maker for follow up
Then creates a service request with:
- Caller name
- Callback number
- Relationship to the person needing care
- Client (care recipient) name
- Client location / address
- Care level (companion / personal care / skilled nursing)
- ADL assistance needed (bathing, dressing, meals, mobility)
- Cognitive status (dementia / Alzheimer's / oriented)
- Hours per week needed
- Schedule (days / nights / live-in / 24-hour)
- When care is needed
- Current care situation
- Long-term care insurance or VA benefits
- Who makes the care decision
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