TOOLS & SUPPORT

Partner Central is APFM’s industry-exclusive, web-based tool that is complementary to our customer network. Partner Central provides you the ability to track referral notifications from Advisors, run reports and analyze data (even competitive pricing), manage your APFM Community Profile page (which Advisors use to qualify families for your community) and create and edit your Community Web Page on APlaceforMom.com.

THE DASHBOARD

The Partner Central Dashboard provides a visual overview of your partnership statistics including monthly APFM referrals and move-in graphs, your community’s conversion rate, your share of move-ins and recent lead activity.

LEADS TAB

The Leads section of Partner Central allows you to search for any leads referred to you by A Place for Mom. Click on the Contact Name from the search results to read more about that family, view the referral alert and review the history of the lead. You can also easily update the referring advisor with important updates on the families search.

REPORTS TAB

The Reports section of Partner Central gives you access to several powerful, industry-exclusive reports that can help you focus on your A Place for Mom leads, understand your competitors and track your performance over time.

COMMUNITY PROFILES TAB

Your Community Profile is where all important information is stored about your community. That information is automatically communicated to all of our Senior Living Advisors who use it to help qualify families for your community and share information about your community with the families we refer. Updating your A Place for Mom Community Profile increases tour and move-in rates of APFM-referred leads.

Have a change in pricing or running a special or concession at your community? The most effective and efficient way to notify our Senior Living Advisors is to update the pricing tab of your Community Profile. Every SLA at A Place for Mom will instantly have access to the information and be able to use the information to qualify prospective residents and their families. This is much more efficient and reliable than emailing the Advisors directly.

Your APFM Web Page is an advertisement for your community; the more inviting and detailed, the more likely families will schedule a tour and move in. As a partner in A Place for Mom’s network of providers, your APFM Web Page will be available to more than 1 million visitors per month. More importantly, we send every family we refer to your community a link to your page so they understand the benefits of your community.

Here’s How to Manage Your Community Profile

Manage Your APFM Profile

STEP 1:  Click on the Community Profiles Tab

• There are 5 core tabs that make up your community profile: Pricing, Care & Staffing, Features, Culture and Residents.

STEP 2:  Ensure that your 5 core tabs are up to date and fully completed.

STEP 3:  Determine if you have any special concessions available at your community.

• If yes, fill out “Concessions” section of the pricing tab, including the start and end date. Doing so will ensure that all APFM Advisors know of your community’s special offers and can relay this information to prospective residents. This is our recommended best practice versus emailing an Advisor.

STEP 4:  Ensure the personnel tab is up to date

• The Personnel tab lists the employees at your community who are set to receive referral alerts from A Place for Mom. Keep this section up-to-date to ensure we are coordinating with the right team at your community.

STEP 5:  Audit your community profile once a quarter to ensure accuracy.

MANAGE YOUR APFM WEB PAGE

Beyond your community’s own website, your APFM Web Page may be your most important online marketing tool. Your page is an advertisement for your community. The more inviting and detailed you make your web page, the more likely families will schedule a tour and eventually move in. As a partner with A Place for Mom, your APFM Web Page will be available to more than 1 million visitors per month. In addition, we send every family we refer to your community a link to your page so they understand the benefits of your community. Create or edit your APFM Web Page in the Community Profiles section.

EVENTS PORTAL

Sharing upcoming events at your community is a great way to reach more families! The events portal located inside the Community Profiles section allows you to share information about upcoming events like open houses, guest speakers, support groups and more on your APFM Web Page with families who may be contemplating touring your community.

A Place for Mom Advisors work with families in their senior living search to understand their care, budget and lifestyle needs. After the initial family consultation, our Advisors will provide the family a list of referred senior living communities. Families are encouraged to go tour these communities so they can find the community that best fits their needs.

After completing the phone call with the family, Advisors also provide referred communities with a “referral alert” containing all the information they learned during the call about the prospective resident. The referral alert provides all the information you and your community needs to tailor your presentation to the prospective resident.

Here is what you’ll receive:

• Basic Sales and Qualifying Information: Names, contact information, current locations, age of the prospect, needs, and care level.
• Advisor Notes: This valuable section of the referral alert allows our partners to understand the family situation including the prospects needs, wants, likes and desires. It’s great information for our communities to customize their sales presentations and “wow” prospective residents.

In addition, your Senior Living Advisor will also provide the family with all of the information about the communities they referred, including the name of the community, address, phone number, your name and any relevant information about scheduled tours.

• Referral Alert Updates

Senior Living Advisors continue to follow-up with families throughout their search.  When they uncover new information that may be helpful, they will send that information over in a “Referral Alert Update.” These updates look very similar to original Referral Alerts but indicate at the top that it is an Update. Be sure to read the entire alert and review your notes in your CRM before reaching back out to the family.

• MySearch Updates

Every family we refer has a personalized webpage, called MySearch, to help them track and organize their search. This webpage allows them to quickly and easily access information about your community and request a date and time to tour. When a family views your webpage through MySearch or requests a date and time to tour you will receive a referral alert update notifying you of the activity. Be sure to follow-up with the family immediately to answer their questions or confirm/reschedule the tour time to demonstrate your sincere interest in helping their loved one.

Your APFM Web Page is an advertisement for your community; the more inviting and detailed, the more likely families will schedule a tour and move-in. As a partner in A Place for Mom’s network of sites, your APFM Web Page will be available to more than 1 million visitors per month.  More importantly, we send every family we refer to your community a link to your page so they understand the benefits of your community.

Here’s How to Manage Your Community Profile

Manage Your APFM Profile
Step 1: Click on the Community Profiles Tab
• There are 5 core tabs that make up your community profile: Pricing, Care & Staffing, Features, Culture, and Residents.
Step 2: Ensure that your 5 core tabs are up to date and fully completed
Step 3: Determine if you have any special concessions available at your community
• If yes, fill out “concessions section” of the pricing tab, including the start and end date. Doing so will ensure that all APFM advisors know of your communities special offers and can relay this information to prospective residents. This is our recommended best practice vs. emailing an advisor.
Step 4: Ensure the personnel tab is up to date
• The Personnel Profiles Tab lists the employees at your community who are set to receive referral alerts from A Place for Mom. Keep this section up-to-date to ensure we are coordinating with the right team at your community.
Step 5: Audit your community profile once a quarter to ensure accuracy

Your Community Profile is where all important information is stored about your community. That information is automatically communicated to all of our Senior Living Advisors who use it to help qualify families for your community and share information about your community with the families we refer. Updating your A Place for Mom Community Profile increases tour and move-in rates of APFM referred leads.

Have a change in pricing or running a special or concession at your community?  The most effective and efficient way to notify our Senior Living Advisors is to update the pricing tab of your Community Profile.  Every SLA at A Place for Mom will instantly have access to the information and be able to use the information to qualify prospective residents and their families. This is much more efficient and reliable than emailing the advisors.

A Place for Mom is excited to announce the new Community Events feature in Partner Central, which lets you share upcoming events with potential residents.

Using the community events announcement feature, you can promote special events at your community on the A Place for Mom website. Whether it’s a Super Bowl party, a live musical performance or your weekly current events club, now you can share what’s happening around your community. These events will be published on aplaceformom.com and on your community web page for families to see as they search for senior living options in your area.

Adding events to your page will help you stand out from the crowd and give new families even more reasons to stop by and visit your community!

How to Add an Event

Follow these simple instructions to add events with the Community Events Portal:

1. First, go to Partner Central and login.
2. Next, click on Community Profiles and click on the Events tab.
3. Then, enter the information for the event and hit save.
4. At the bottom of your community page listing, you will see your events.
5. Your events will also populate in other locations where your community is listed on the APFM website (for example, on city pages).

Every month we email our partners a report called the “Monthly Community Report,” which provides an overview of the most recent and active leads. Be sure to review and strategize with your Senior Living Advisor on next steps for working with a family and let them know if an active lead has already moved in.

If you are not currently receiving your Monthly Community Report emails, contact our Customer Experience Team at partners@aplaceformom.com to sign up.

Our Partner Newsletter, called Senior Living Insider, contains educational information and important updates from A Place for Mom. If you are not currently receiving Senior Living Insider and would like to sign up, fill out the form below.
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Making the most of your Partnership with A Place for Mom: Partner Web Services CRM Integration

What is CRM Integration?

The Partner Web Services CRM Integration (PWS) is a connector that automatically populates your APFM referrals into your CRM. PWS is a free benefit to partners of APFM, and it generally requires minimal development time for our partner organizations to take advantage of this service!

What are the Benefits?

PWS lets your team spend less time doing data entry into your CRM and more time working with families to get move-ins. Partners who have this capability have consistently seen their conversion rates improve by 10 – 30%. We attribute the increase in conversion rate to:

∙     Increased staff focus on areas that will drive results– no more manual data entry
∙    Reduced “shrinkage” from potential residents not making it into your CRM – case studies have shown that anywhere from 5% – 50% of APFM referrals never made it into their CRM. When community staff are stretched thin across a number of pressing issues, potential residents sometimes slip through the cracks. When a new lead is never entered into the CRM, your community’s chance of moving in that potential resident drops dramatically.

All of your communities will continue to receive referral alert and referral alert update emails as they do now. The only change your communities will see is that they won’t need to enter the referred potential resident into your CRM; it will be available to see as soon as it’s been referred.

How does it work?

Customer Web Services uses the internet to facilitate a reliable and secure real-time exchange of data from APFM’s database to your CRM. A Place for Mom will not have access to your database, so your resident or potential resident information remains private to your organization. There are two versions of CWS available; Uni-Directional and Bi-Directional.

● Uni-Directional integration: APFM potential residents referred to your community populate directly into the community’s CRM.
● Bi-Directional integration: APFM potential residents referred to your community populate directly into the community’s CRM, and your CRM sends potential resident updates back to APFM when a potential resident completes a tour or moves-in. This level of connector qualifies you for APFM’s Life of Lead Policy. *

If you use a third party CRM (for example: Yardi, Vitals, Move-N, REPS, Sherpa, Sushoo, etc.), turning on CWS is a simple process which requires very limited technical input from your team. A Place for Mom has a dedicated Project Manager and technical resources in place to help you through the process. Generally speaking, implementing PWS with one of these third party CRMs takes between 1 and 5 hours from your IT team.

How do we get started?

To get the CWS process started, please email solutions@aplaceformom.com with the information below. We will set up a kickoff call with you, during which we will discuss what to expect, how the process works, and what we need to get started.

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* Currently not all third party CRMs support the Bi-Directional connector. If your CRM doesn’t support that connector, please contact your CRM Account Manager for assistance.