--0000000000003a4755063d46fee6 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Scenario 1: The Adult Son Researching Options for His Parents *Story:* A son calls about his parents, both in their late 80s, still living independently. He notices they=E2=80=99re slowing down and knows care will = be needed at some point. He=E2=80=99s financially qualified, lives in a good z= ip code, and is appreciative of your input. But he says he needs to talk to his father before considering anything further. He doesn=E2=80=99t want to sche= dule a consult or assessment yet. He may also be shopping around. *Follow-up Questions for Your Team:* 1. After this conversation, how would you classify this in Salesforce today= ? 2. Ideally, how would you like it classified (so we can still track pipeline quality and timing)? 3. What would your next step be? (Broad nurture email, set task for 30/60/90 day check-in, personal call?) 4. Who should own this relationship until he=E2=80=99s ready? (You personal= ly, intake, CSM, HCL, GM, or another role?) **note, answer how you personally would want to own this one but then think generally to the br= oad bench of intake team members/hcls/csms/gms we have, as a standard who should own these? It's ok if what you would personally want to do here a= nd what you think the standard should be are different--I want to know both= !* 5. How much follow-up feels right? What=E2=80=99s =E2=80=9Ctoo much=E2=80= =9D vs. =E2=80=9Cjust enough=E2=80=9D to stay top-of-mind? Scenario 2: The 78-Year-Old Woman Exploring Care for Herself *Story:* A 78-year-old woman with Parkinson=E2=80=99s calls directly for herself. Sh= e is single, has no children or close family. She=E2=80=99s worried about price = but mentions she has a house and no heirs=E2=80=94so she=E2=80=99s curious abou= t reverse mortgage options to fund care. *Follow-up Questions:* 1. After this conversation, what would you enter in Salesforce today? 2. Ideally, how would you classify this? 3. Would you follow up with broad nurture emails only=E2=80=94or do you see= a need for direct phone follow-up? 4. 1. Who should own this relationship until he=E2=80=99s ready? (You perso= nally, intake, CSM, HCL, GM, or another role?) **note, answer how you personally would want to own this one but then think generally to the broad bench of intake team members/hcls/csms/gms we have, as a standard who should own these? It's ok if what you would personally want to do here and what you think the standard should be are different--I want to know b= oth!* 5. How often would you reach out (e.g., monthly call, quarterly check-in, wait for her to initiate)? Scenario 3: The Adult Daughter Navigating Dementia + Sibling Conflict *Story:* An adult daughter calls about her mother who has dementia. Mom is currently in a senior living community. The daughter and three siblings are debating whether to keep her there or bring her home. All siblings are opinionated and nothing can