COVID-19 and Senior Living Advisors

Seniorly has released the insights gathered from a comprehensive survey in collaboration with independent placement agents and franchisees owners nationwide. This survey was prompted by repeated inquiries we received from these agents at the start of the COVID-19 pandemic. They wanted to understand how other markets nationally compared to the experience they were having locally and if there was anything to learn from that data.

Summary

There is a significant decline in move-in volume in most markets.  However, in those states that are not mandating “stay-at-home,” there is still a steady flow of move-ins.  

Most respondents said their local senior living providers are now offering virtual tours.  For those communities accepting move-ins, they have instituted stricter health guidelines specific to COVID-19.

Finally, over half of respondents are receiving an increase in inbound calls directly from community sales teams.

1.  Volume Decline

• 77% are seeing a 50% or more move-in decline
• 43% are seeing a move-in decline of 75% or more
• Only 7% are seeing a move-in decline of less than 10%

While there is a significant move-in decline, agents have shared this has more to do with moves being put on hold.

“Significant, but much of the decline is in the form of deferred decision making”

“I am 75% as busy as before, but placements are down 90% because people are not able to make decisions.”

2.  The New Touring Process

Move-in’s are still happening.

• 45% reported more than 50% of communities in their markets are accepting new residents

“The ones that are accepting new residents are asking for more residents.”

Tours have gone virtual.

• 86% reported using technology, such as Zoom and Facetime
• 4% are still doing in person tours

“Virtual tours seem to be working!”

There is a new move-in process.

• 14-day quarantine in room upon move-in
• 3-7 day symptom free prior to move-in
• A negative Covid-19 test 12-24 hours before move-in
• Residents not allowed to bring in their own furniture
• Consent to check daily temperature/symptoms

“2 week quarantine seems prevalent. Some variations on move-in processes.”

3.  Moving Forward 

• 53% of agents reported more leads from local marketing and sales teams to help with getting new residents.

“I’m finding properties willing to go the extra mile to work with families.”

“I think the sales and marketing people are going to be under a lot of pressure when the restrictions are lifted to fill their buildings.”

Conclusion

During this pandemic, families are still searching, but holding off on making decisions.  Their search has moved online for the most part because the previous in-person methods have been halted.  Now more than ever, communities and placement agents need to work together using virtual tools to help families reach successful outcomes.

* The survey received 179 responses from Seniorly partner agents.