Toolkit: Conversation starters with families about level of care changes

Recommending a change in a resident’s level of care is one of the most important—and emotionally delicate—moments in senior living. We know that operators navigate not just clinical realities, but also the fear, guilt, worry, and grief that families often bring into these conversations.

To make these moments easier, we’ve created a simple, operator-friendly toolkit designed to help you lead with empathy, clarity, and partnership. Inside, you’ll find conversation starters and framing tips that can reduce defensiveness, build trust, and keep families feeling supported instead of surprised.

The toolkit includes guidance on how to:

• Frame the discussion around patterns, not problems
• Reassure families that your goals are aligned
• Invite families to share what they’ve been noticing
• Reframe care adjustments as supportive—not a loss of independence
• Reduce pressure while keeping communication open
• Create urgency without causing alarm
• Acknowledge the emotional weight families may be carrying

These tools are designed to help you start the right conversations, at the right time, in the right way—so families feel like true partners in their loved one’s care.

👉 Download the full Level-of-Care Conversation Toolkit here.

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