Veterans Affairs

o Be Empathetic and Understanding – The person calling you could be the potential client themselves or could be a family member. Regardless, understand that the person you're speaking with may be under a great deal of stress. Display empathy, patience, and understanding, taking the time to listen to their concerns and needs.

o Ask the Right Questions - Ask about the person's condition, what kind of assistance they need, their preferred schedule, and any special considerations like allergies or mobility issues. This will not only show that you're interested in providing personalized care but also help you understand how to meet their needs.

o Communicate Expertise - Explain your expertise and experience in providing home care for veterans. Discuss any specialized training your caregivers have undergone, the types of services you provide (like help with medication, meals, hygiene, etc.), and how you tailor your services to each individual's needs.

o Share Success Stories - Without breaking any privacy policies, share success stories of how your service has helped other veterans. This helps to build trust and show potential clients the positive impact your service can have.

o Address Safety and Trust - Assure the client about the safety measures you take, such as background checks for caregivers, supervision protocols, and insurance. Also, mention any accreditations or licenses your service has.

o Discuss the Costs - Be transparent about your pricing structure. Explain what's included in the cost, any additional fees, and payment methods and schedules. Also let them know that you can discuss the specific costs in person with them through a personalized in-home assessment where a care plan will be built that is tailored to the client’s needs.

o Recommend an In-Home Assessment – As the expert, tell them that the best next step is an in-home assessment where you can better understand the exact situation for the client and clearly outline expectations of the service provided and the benefits to the client.

o Follow Up - If a decision isn't made during the call, schedule a time to follow up. This keeps your service at the forefront of their mind and provides an opportunity to address any additional questions or concerns they may have. We recommend you use the Qualicare 360 Lead Follow Process

o Build Rapport – In any assessment, building a rapport with both the client and their family helps to show empathy, patience, and understanding. It also helps to create a level of comfort required when talking about having a caregiver in the home with a client with dementia or cognitive challenges.

o Gather Comprehensive Information - Collect as much information as possible about the client's condition, needs, and lifestyle. Understand the client's daily routines, medical history, cognitive status, physical abilities, safety issues, and social and emotional needs. This will allow you to create a personalized care plan and share that care plan with the client and/or family, helping them to feel more comfortable overall.

o Communicate Your Expertise - Discuss your experience and expertise in providing care for veterans. Not every agency will have the level of training and skill in caring for someone who may have challenges such as PTSD and it’s important that they understand you are better than the generic home care agency. Discuss any specialized training your caregivers have and how their skills will benefit the client.

o Tailored Care Plan - Based on the assessment, develop a care plan that meets the specific needs of the client. Show the family how this plan will improve the client's quality of life and safety at home. One of the main goals for clients and/or their family members is to have the client stay at home for as long as possible – a personalized care plan provides a level of comfort that this is possible.

o Address Concerns - Be prepared to address common objections or concerns, such as cost, quality of care, and changes in routine. Be open, transparent, and provide reassurance where needed. We will discuss common objections in more detail in the next section.

o Provide Resources - Provide the client and their family with additional resources about veteran support. This could include educational materials, support group information, or other community resources. Use the professional referrals you’ve made in your marketing efforts to reciprocate recommendations. Not only will this help your client but it will also help to grow your relationship with the professional referral.

o Show Compassion and Understanding - Recognize the emotional toll on a patient and their family. Validate these feelings to both the client and the family members. Show compassion and understanding, and reassure them that your goal is to improve the client's quality of life.

o Follow-Up - After the assessment, provide a detailed report of your findings and the proposed care plan. Ideally, you are getting the client and/or family members to agree to care on the spot. Communicate what they can expect in regards to next steps when that happens. If they do not agree to care right away, schedule a follow-up call to answer any further questions and discuss the next steps.

Common Objections

1. Loss of Independence: One of the main concerns veterans may have is the fear of losing their independence by having someone provide care in their home. They may be hesitant to rely on others for assistance with daily activities or feel that accepting help is a sign of weakness.

2. Privacy and Comfort: Veterans may be concerned about their privacy and the intrusion of having a caregiver in their home. They may feel uncomfortable having someone they don't know intimately in their personal space.

3. Trust and Reliability: Trust can be a significant factor for veterans when considering in- home care. They may have concerns about the reliability and competence of caregivers, especially if they have had negative experiences with healthcare providers in the past.

4. Cost and Affordability: Financial considerations can also be a barrier for veterans. They may worry about the affordability of in-home care services, especially if they have limited financial resources or are not eligible for certain VAC benefits.

5. Reluctance to Accept Help: Veterans may have a strong sense of self-reliance and may be hesitant to accept help from others. They may prefer to handle their own care needs or rely on family members or close friends for support.

6. Perception of Stigma: Some veterans may perceive seeking assistance as a sign of weakness or view it negatively due to societal stigmas surrounding receiving care or mental health support.

● Empowerment and Choice: Emphasize that in-home care can actually enhance independence by providing support to continue living safely and comfortably at home. Highlight how personalized care plans can be tailored to the veteran's preferences and needs, allowing them to maintain control and decision-making.

● Trust Building: Provide information about the rigorous screening and training processes that caregivers undergo. Share testimonials and reviews from other veterans who have had positive experiences with in-home care.

● Privacy and Boundaries: Discuss how caregivers respect privacy and implement professional boundaries. Assure veterans that caregivers are there to provide assistance while respecting their space and autonomy.

● Financial Assistance: Provide information about the potential financial assistance available, such as VAC benefits or community resources that can help alleviate concerns about affordability.

●Education and Awareness: Educate veterans about the benefits of in-home care, including the convenience, specialized services, and potential improvements to their quality of life. Address any misconceptions or concerns they may have.

● Peer Support: Encourage veterans to connect with other veterans who have received in- home care and share their positive experiences. Peer support and testimonials can help alleviate stigma and provide reassurance.