WINTER 2022 MSRP $19.95 QUARTERLY Million THE ROAD TO Part 4 $10 $10 In-Home Care: A Mission That Matters How To Help Your Caregivers Thrive Ways The Right Home Care Platform Can Help Your Agency Thrive PICTURED Emma Dickison, Home Helpers® Home Care 9 The Power Of Thank You 0820 24 Thrive - by Rob Frasier The Power Of Thank You - by Nicole Peretti The Road To $10 Million, Part 4 - by Steve “The Hurricane” Weiss The Top 3 KPIs You Need To Improve For Your Business To Thrive - by Todd Austin 12 How To Help Your Caregivers Thrive - by Marybeth Sondergaard 32 28 Nine Ways The Right Home Care Platform Can Help Your Agency Thrive - by Smartcare In-Home Care: A Mission That Matters - by Emma Dickison Understanding, Improving, And Perfecting Your Client Service Agreement - by Bob King, Esq. 04 16 ContentsEvolve. Adapt. Transform. Thrive. Welcome to Issue #4 of Home Care Evolution Quarterly! Home Care Evolution Quarterly is for those home care business leaders who inspire to continuously learn in the industry. We exist to help you stay up to date on new trends and data from vetted contributing authors, all of whom are experts in this industry. This magazine is dedicated to helping YOU be on point in your: ● Sales & Marketing ● Operations ● Recruitment & Retention ● Financial & Multiple Revenue Streams In this issue of Home Care Evolution magazine, the contributors and I provide you with current topics, breaking ideas, and practical strategies you will use to gain better ideas and solve bigger problems for new levels of success. In this issue: ● In-Home Care: A Mission That Matters by Emma Dickison ● Thrive by Rob Frasier ● How To Help Your Caregivers Thrive by Marybeth Sondergaard ● The Power Of Thank You by Nicole Peretti ● The Road To $10 Million, Part 4 by Steve “The Hurricane” Weiss ● The Top 3 KPIs You Need To Improve For Your Business To Thrive by Todd Austin ● Nine Ways The Right Home Care Platform Can Help Your Agency Thrive by Smartcare If there is a topic that is important to you that you would like to see in a future issue, please contact me directly. Sincerely, Steve “The Hurricane” President and CEO Home Care Evolution steve@homecareevolution.com 848-444-9865 WelcomeA Mission That Matters Emma Dickison In-Home Care: Emma Dickison is an experienced franchise executive with three iconic franchise organizations building both emerging brands and leading organizations in mature industries. Emma currently serves as the CEO and President of Home Helpers ® Home Care. Under her leadership the company has had 25 years of record-breaking growth and is known as a trusted brand with more than 300 franchises serving over 1,000 communities in 40 states and Canada. Emma was recognized in 2019 by the International Franchise Association Women’s Franchise Committee with the Crystal Compass Leadership award. She serves as the President of the Board of Directors for the Home Care Association of America, the industry’s largest trade association, a member of the International Franchise Association, Women Franchise Committee, member of the Global Women’s Presidents Organization, co-chair of the SW Ohio Women’s Franchise Committee chapter, serves on the Home Care Association of America Strategy Committee and is a member of several Boards and Advisory Councils with various franchise concepts. Emma has been recognized in 2019, 2020, 2021 and 2022 as a Top 50 Women of Wonder and 2020 Top 20 Women of Influence in Franchising. She is a Certified Franchise Executive and graduated with a Bachelor of Arts from the University of Florida. HomeHelpersHomeCare.com Like so many, my family started to face the question of how to care for loved ones that were aging with chronic and terminal illness back in the 1970’s, of course I was very young then! At that time no one knew what home care was. There were no standards, no licensing of agencies and quite frankly, no easily available resources to support loved ones and their families when care needs arose. My family was fortunate that the Caregivers hired privately to provide care in loved one’s homes, were terrific. They were servant minded, provided great care, and became part of the family. They spent holidays with us, went on vacations at times and not only took care of our loved ones, they also supported our family. That scenario plays out millions of times a day in our country. As a result of my experiences, when I had the chance to join Home Helpers ® Home Care with an organization that has a mission that matters, I jumped all in. Over my 15 years leading Home Helpers ® Home Care, the industry and the organization has changed dramatically. Home Helpers ® Home Care is celebrating 25 years this year, with 25 years of continued record-breaking growth. That is a testament to our endeavor to do things right, and to always do the right thing, focusing on exceptional client care. Home Helpers ® has utilized the franchise business model to leverage 25 years of a trusted brand, recognized for hundreds of national awards and to standardize the client and Caregiver experience to scale the business. In doing so, we can vastly reduce the learning curve for new franchisees coming into the industry and support them with a brand, business model, marketing expertise, and operating system to guide growth. We invest heavily in our relationship with our franchisees to Making Life Easier ® to deliver on our mission to “Be the most trusted and respected provider of comprehensive home care services and support for individuals who choose to remain independent wherever they call home.” Everything we do must be in alignment with our mission. Staying true to our mission, Home Helpers ® Home Care, utilizes a franchise business model that has built a footprint serving more than 1,000 communities today. T he in-home care industry really is a special place filled with servant minded individuals with opportunity to impact the lives of millions of clients and family members across the country. I joined the industry 15 years ago based on my own firsthand experiences over many years with family members that required support with their activities of daily living, and after more than 15 years of experience in franchising, saw a compelling opportunity to make a significant difference in communities across the country. 56 Additionally, I currently serve as President of the Board of Directors of the Home Care Association of America, the industry’s largest trade association. In that role, I get to clearly see the vital role that in-home care plays in families, communities, and our society. In-home care has created an innovative solution to fill the gaps, created by traditional care models in the fast-growing care needs of an increasing elderly population. With an aging population, our country will need robust thought leaders and a broad continuum of care options to meet the growing needs of our aging population. Home Care provides individuals choice, the choice to maintain dignity and independence, the choice to live at home. And through the work of the Home Care Association of America and its members, we continue to advocate for families to have greater access to care, funding options, standards of care, and trained care providers to make those decisions. The in-home care industry is at an inflection point and as such we must think differently about care delivery. The adoption of innovative technology in client care for better outcomes will be essential and to leverage data on both a micro and macro level. To date, our industry has been fragmented in this regard and if the in-home care industry is to be able to offer insights to the scope of our services provided, improvement of client outcomes, and savings to the healthcare system as an industry, then we must find a way as an industry, working across many stakeholders to aggregate real data, rigorously collected and analyzed, to demonstrate the true value of in- home care. To date this information has only been available through small-scale validation studies. As a result of minimal data, the impact of home care has hindered the advancement and slowed the ability of the industry to realize its full potential in the country’s health care system. So how do we get there? Every stakeholder involved in the in-home care industry must get engaged. Whether through trade associations, state associations, or other organizations aligning with research institutes, academic institutions, and policy makers to ensure that these key insights are conducted and shared to improve the overall health care continuum, of which in-home care plays a vital role. By 2040, nearly 81 million people in our country will be over the age of 65, and 7 out of 10 of those will need support with their activities of daily living to have the choice to maintain dignity and independence with a choice to live at home. As an industry, with strong thought leadership and collaboration, we are poised to continue to grow for many years to come. “Every stakeholder involved in the in-home care industry must get engaged.” - Emma DickisonNext >