Wellness & Companionship Provider Training

Before each call, review:

• Client name & preferred name
• Age (if listed) and any relevant health or cognitive notes
• Emergency contact information
• Notes from previous calls (mood, safety, concerns)
• Today’s call type:
  • Wellness Check-In (10 or 20 minutes)
  • Companionship Call (20 or 30 minutes)
  • “Sit-With-You” Support
  • Medication / Task Reminder
  • Appointment / Admin Support

Pre-call environment check:

• Quiet space, stable internet/phone connection
• No distractions (TV, background conversations)
• Training materials open (questions, scripts, escalation guide)

1. Greeting & Identity Check (30–45 seconds)

   “Hi [name], this is [your name] calling from EldersTree. How are you today?”

   • Confirm you have the right person.
   • Make sure they’re in a good place to talk (not in the bathroom, not with a doctor).
2. Emotional Warm-Up (1–2 minutes)
   • “How has your day been so far?”
   • “Anything new since the last time we talked?”
   • Notice tone, pace, and any changes from previous calls.
3. Safety & Wellness Check (Required for all Wellness Calls)

   Suggested questions (adapt to client):

   • “Are you feeling okay physically today?”
   • “Have you eaten and had something to drink today?”
   • “Have you taken your medications as planned?”
   • “Have you had any falls, dizziness, or health issues since we last spoke?”
   • “Do you feel safe and comfortable at home right now?”
   • “How has your mood been—okay, a little low, or pretty down?”
4. Companionship Conversation (Required for Companionship Calls)

   Choose light, supportive topics:

   • Family updates, favorite memories
   • Hobbies, music, TV shows, sports, local news
   • Food, recipes, holiday traditions
   • Pets or nature
5. Tasks & Admin Support (If Included)

   Confirm details for any tasks:

   • Doctor appointments (date, time, location, type of visit)
   • Pharmacy refills (medication name, pharmacy, urgency)
   • Transportation (pickup address, time, destination)
   • Portal login/password reset (never store or share passwords in your notes)
6. Wrap-Up & Next Steps

   “Is there anything else you’d like help with before we finish today?”

   “I’ll note what we talked about and, if your family is receiving updates, I’ll send them a short summary. It was wonderful talking with you, [name].”

• Complete the Post-Call Report (see Section 4).
• Log any tasks you agreed to complete (appointments, refills, reminders).
• Send or queue the Family Summary if this add-on is included.
• Trigger any escalations if you noted safety or medical concerns.

Immediate Escalation (Emergency-Level)

Contact EldersTree admin immediately and follow emergency protocols if:

• The client reports severe pain, trouble breathing, chest discomfort.
• The client has fallen and cannot get up or appears injured.
• The client expresses intent to harm themselves or others.
• You suspect a medical emergency based on what you hear or see.

Urgent Follow-Up (Within 24 Hours)

• Client missed doses of critical medication.
• Noticeable decline in mood (very tearful, very withdrawn).
• Increased confusion or memory issues.
• New mobility issues or multiple recent falls.

Always document: what the client said, what you observed, what you did, and who you notified.

Option 1 (Standard):

“Hi [name], this is [your name] calling from EldersTree. How are you doing today?”

Option 2 (Returning Client):

“Hi [name], it’s [your name] with EldersTree again. I’m glad we’re talking today. How has your day been so far?”

• “Have you had anything to eat and drink today?”
• “Have you taken your medications as planned?”
• “Any falls, dizziness, or health issues since we last spoke?”
• “Do you feel safe and comfortable at home today?”
• “How has your mood been—would you say okay, a little low, or pretty down?”

• “What’s something that made you smile this week?”
• “Tell me about your favorite meal or recipe.”
• “What shows or movies have you enjoyed lately?”
• “What are you most looking forward to in the next few weeks?”
• “Do you have any favorite memories from holidays or family gatherings?”

“Is there anything else you’d like help with before we finish today?”

“I really enjoyed talking with you, [name]. I’ll make a note of what we discussed and we’ll check in again on [day].”

Providers can:

• Provide emotional support and friendly conversation.
• Ask basic wellness and safety questions.
• Help schedule or confirm appointments and transportation.
• Provide reminders (medication, appointments, hydration, etc.).

Providers cannot:

• Give medical advice or adjust medications.
• Give financial, legal, or investment advice.
• Collect passwords or sensitive financial information.
• Promise outcomes outside of EldersTree’s scope.

Provider Name:
Date & Time:
Client Name:
Call Type: Wellness / Companionship / Sit-With-You / Reminder / Admin

1. Emotional Status (mood, engagement):
- Summary (1–3 sentences):

2. Physical / Safety Status:
- Any falls, dizziness, or pain reported?
- Medications taken as planned?
- Safety concerns?

3. Topics Discussed:
- (Brief bullet list)

4. Tasks or Follow-Ups:
- (Appointments, refills, reminders, admin tasks)

5. Concerns or Changes Noted:
- (Any mood, cognitive, or physical changes)

6. Escalation:
- Was this escalated? If yes, to whom and when?
        

Subject: EldersTree Session Summary for [Client Name] – [Date]

Hi [Family Contact Name],

Here is a brief summary from today’s EldersTree check-in with [Client Name]:

• Overall mood:
• Physical wellness:
• Safety concerns: (if any)
• Topics we talked about:
• Tasks completed or scheduled:

At this time, [Client Name] appears [stable / improved / needs attention in the following areas: …].

If you have questions or want to adjust future check-ins, please reply to this email.

Warmly,
[Provider Name]
EldersTree
        

Task / Request:
Client:
Requested On:
Due By:
Status: Planned / In Progress / Completed
Notes:
        

Situation: Client sounds quiet and says, “I just feel kind of alone lately.”

Your goals: Validate feelings, provide support, and assess severity.

Example response:
“I’m really glad you shared that with me. Feeling lonely can be really hard. Do you notice it more at certain times of day or after certain things happen?”

Documentation: Mood, triggers, any coping strategies discussed.

Escalate if: Client talks about hopelessness or not wanting to be here.

Situation: Client says, “Oh, I forgot my morning pills again.”

Example response:
“Thank you for telling me. Your medications are important. Would it help if we set a reminder or talked with your family about a better routine?”

Documentation: How often they’ve missed doses, any patterns, what you recommended.

Escalate if: Critical meds are frequently missed or client seems confused about their regimen.

Situation: Client forgets who you are mid-call or becomes confused about where they are.

Example response:
“That’s okay, this is [your name] from EldersTree. We talk by phone sometimes to check in and see how you’re doing. You’re safe—we’re just having a friendly chat.”

Documentation: Frequency of confusion, any safety concerns, who you notified.

Escalate: Always note significant changes in cognition for admin review.

Situation: Client asks, “Can you call my bank and check my balance?”

Example response:
“I’m not able to contact your bank or handle money matters, but I can help you think through who might be best to call or how to reach them.”

Documentation: Request + how you redirected the conversation.

Situation: Client casually mentions, “I slipped in the kitchen last night.”

Example response:
“I’m sorry that happened. Did you get hurt at all? Did anyone check on you after the fall?”

Documentation: Details of fall, injuries, supports in place.

Escalate if: They were unable to get up, have ongoing pain, or have fallen more than once recently.