Silverado Senior Living's Live Chat Innovation Connects Alzheimer's Caregivers with Services

SAN JUAN CAPISTRANO, Calif., July 28 /PRNewswire/ -- One of today's hottest communications tools is proving invaluable for families seeking care for people with Alzheimer's and other memory-impairing diseases.  The 24/7 internet chat line on Silverado Senior Living's website, www.Silveradosenior.com,  enables the public to obtain information and assistance with the organization's services at any time of day or night.

"Caring for a memory-impaired loved one is really a round-the-clock duty for families," said Silverado Senior Living Founder, President & CEO Loren B. Shook.  Silverado provides assisted living memory care at its 20 communities and offers home care, care management, and hospice care through its Silverado At Home and Silverado Hospice service lines.  "It's important to provide families with information and answers when they need it, even if it's the middle of night, and in the way that is most convenient and comfortable for them."

With activity on its website and participation in its Facebook page and blogs continuing to increase rapidly, Silverado launched live chat, both online and via the dedicated toll-free phone number 866-522-8125, in February. The live chat is accessible through a click-through banner at the top of each page on www.Silveradosenior.com.  Inquiries to Silverado through live chat now outpace those coming by phone to its call center by more than two-to-one.  Silverado is believed to be the only senior living organization offering live chat online.

A five-person team staffs the live chat operation.  A sixth staffer serves as backup to ensure the line always offers live service.  

"Our role is to listen to what those who are contacting us are really saying so we can identify how best to assist," said Art Alvarez, who manages the chat line program.  "Since we don't hear their voices when they contact us online, we need to pay close attention to their written words and ask questions eliciting information that will enable us to help them most effectively.  Care for a memory-impaired loved one is an emotional issue and handling the chats with sensitivity and compassion is crucial."

Once the live chat staff has identified individuals' needs, they put those inquiring in touch with the appropriate Silverado expert or service right away.

"Even if it is 2 a.m., we will make sure their needs are met," Alvarez said.  

Initial contact with Silverado through live chat has led a number of people to move into Silverado's memory-care communities or enroll in its homecare, care management and hospice programs. While the chat staff usually connects people with Silverado's services, they also refer families to other organizations "if we determine that doing so would best serve their needs," Alvarez said.  For example, if they or their loved ones reside outside of a geographic region that Silverado serves, "we will put them in touch with a resource who can help them, either with one of our care specialists or someone in their local area," he said.

Loren Shook said: "We're pleased that live chat has been beneficial to so many people. Silverado's vision is to improve the lives of those with memory impairment everywhere and using the newest technologies available to facilitate communication is part of that."

Silverado Senior Living offers assisted living care for those with Alzheimer's disease and other forms of memory impairment as well as home care, care management, and hospice care through its Silverado At Home and Silverado Hospice service lines.  Silverado is based in San Juan Capistrano, Calif. and operates in 34 locations across California, Texas, Utah, and Arizona. Visit  www.Silveradosenior.com for more information.

SOURCE Silverado Senior Living