Expanding the Circle of Care

Family Access Is the Future of Resident Engagement

Engagement Isn’t Just for Residents

We often talk about resident engagement in the context of life enrichment: programs, calendars, participation. But a resident doesn’t experience these things in a vacuum. They experience them in relationship: with other residents, with staff, and with family and loved ones.

And those loved ones are more involved than ever. They’re expecting more, too.

Many residents moving into communities today have adult children who have grown with constant access to what is happening in their loved one’s life. Today’s families (which often include friends and neighbours) aren’t just looking for occasional newsletters and holiday invites. They want real-time visibility into their loved one’s life and care, and they want to know that their involvement makes a difference.

Expanding Care Circle

In senior living, the term care circle refers to the extended group of people who support a resident emotionally, legally, logistically. It can include:

• Family members like spouses, siblings, children, or grandchildren
• Friends and neighbors
• Legal guardians or Power of Attorney (POA)
• Anyone the resident trusts to be part of their wellbeing

The support and communication systems in your communities need to support how this broad network can keep engaged in a resident’s life.

It’s More Than POAs

Traditionally, much of the communication between communities and families has centered around the POA: the person legally authorized to make decisions.

But emotional support doesn’t begin and end with legal paperwork. There’s a difference between permission and participation. And both matter.

When we expand access and communication thoughtfully across the care circle, we create stronger support systems for residents, especially as their cognitive or physical needs evolve.

What a Digitally-Connected Care Circle Enables

As your residents progress from Independent Living to higher levels of care, their ability to communicate preferences or needs may shift. That’s where enabling a well-informed care circle becomes essential. A community portal is a great way to include the care circle in a way they are familiar with.

Here’s what thoughtful access can allow:

• 📅 View real-time calendars, newsfeeds, and photo galleries
  Loved ones can see what’s happening and how their family member is engaging.
  
  
• 📝 Register a resident for programs
  Particularly helpful in Memory Care or SNF, where a daughter or son might know their parent would love a musical performance and can sign them up directly.
  
  
• 🎟️ Join programs as guests
  Attend a holiday dinner or trivia night alongside their loved one, and register in advance.
  
  
• 👤 See staff and resident directories
  Build familiarity and context with community members and staff.
  
  
• 🍽️ Access integrations
  From dining menus to point-of-sale systems and maintenance requests, care circle members can support the resident’s full experience.
  
  
• 📊 View engagement insights
  Families can be notified if a resident stops participating in a beloved program, opening the door to check-ins and early intervention.
  

Personalization, Permissions, and Trust

Of course, not every care circle member should have the same level of access. In Welbi’s community portal, permissions can be tailored by role and relationship. It’s important to ask questions like this to set up your roles effectively:

• Who can manage access levels for family, approve requests, and act as the resident’s primary contact?
• Who can view information about a resident?
• Who can view information about the community?
• Who can attend events?

This kind of flexibility is key to building trust with families while respecting residents' autonomy and privacy.

Why This Matters

When families are informed and empowered, a few things happen:

• Residents feel more supported, not just by staff but by people they love
• Families gain peace of mind and a deeper sense of involvement
• Teams field fewer redundant calls, because the information is already shared
• Communities build loyalty: not just with the resident, but with their whole network

And when a resident’s world becomes smaller – whether because of memory loss, illness, or mobility – that care circle often becomes their most powerful connection.

Let’s give them the tools to stay connected.

Thanks for reading,
Elizabeth Audette-Bourdeau
CEO, Welbi