Overview of the Tailored Care Services Program

What is the Tailored Care Services Program?

The Tailored Care Services Program is an optional offering for established Master Franchises. It provides your eligible Franchisees with the flexibility to customize their Care Services, enabling them to manage some or all of these services locally. The program can also include tailored support and training options to meet the specific needs of a Franchisee's business.

Who is this program for?

This program is designed exclusively for mature Franchise businesses.

Eligibility Criteria

To be considered for the Tailored Care Services Program, a Franchisee MUST have:

A mature and stable business that meets the minimum revenue performance criteria outlined in their Franchise Agreement.
The financial capacity to build and sustain the infrastructure required to deliver on Nurse Next Door’s brand promise.

Getting More Information

For complete details, please refer to the Tailored Care Services section of the operations manual or consult with the Master Franchisor.

Understanding the "Peace of Mind" Localized Scheduling Option

The "Peace of Mind" option is a specific offering within the Tailored Care Services Program. It allows eligible Franchisees to manage all scheduling services locally while benefiting from the continued support of Nurse Next Door's centralized Care Services Platform for other key functions.

This option is designed for Franchisees who have achieved operational excellence and can afford the significant investment in staff, technology, and potentially larger office space.

How It Works

When you opt for Localized Scheduling, your local team will be responsible for all client and caregiver scheduling.

For a 5% fee, Nurse Next Door’s centralized Care Services Platform will continue to provide the following 24/7/365 support:

New Client Intakes
New Caregiver (People) Intakes
Virtual Consults
Overnight Live Support
Attendance Monitoring

Please Note: All Franchisees who deliver services locally are required to adhere to the same high standards Nurse Next Door maintains for its own Care Services Platform. This includes all requirements related to Service, People, Technology, Processes, KPIs, and Reporting.

Eligibility Checklist for Localized Scheduling

To be eligible for the "Peace of Mind" Localized Scheduling option, Franchisees must meet all of the following criteria:

Operational History: Have operated the franchised business for at least 12 months.
Revenue Stability: Maintain a consistent monthly revenue of $40,000 for at least six consecutive months.
Financial Health:
- Per the Profit & Loss Statement for the last 12 months, demonstrate a gross margin of 40% or higher and a net margin of 15% or higher.
- Be in good financial standing with no outstanding payments due to Nurse Next Door (including royalties, loan payments, etc.).
Compliance & Performance:
- Be in good operational standing.
- Have no uncured defaults and have not received any notice of default within the preceding 12 months.
- Achieve a minimum Client and Caregiver Net Promoter Score (NPS) of 65.
- Have an Operational Excellence Audit (OEA) score of 80% or higher.

SOP: The Approval Process for Localized Scheduling

To ensure success, Franchisees must follow a phased approval process to begin delivering localized scheduling. This process takes approximately six months from the initial due diligence to the official launch.

There are two official launch dates per year: April 1st and October 1st. The entire approval process must be completed in chronological order.

Approval Timeline & Phases

Phase	Requirement	Details	Deadline for April 1st Launch	Deadline for Oct 1st Launch
Due Diligence Validation	Pre-Qualification Checklist & Operational Excellence Audit (OEA)	You must complete the pre-qualification checklist and submit an OEA with a minimum score of 80%. A validation call with Systems Performance and Finance will follow to review your results and provide an overview of the next steps.	Documents due by March 1. Validation call completed by April 15.	Documents due by Sept 1. Validation call completed by Oct 15.
Phase 1: Expression of Intent	Submit Declaration Form	Once you meet the pre-qualification criteria, you must provide a written expression of intent by submitting a Declaration Form. You can request this form from your Systems Performance (SP) Coach.	April 15 to April 30	Oct 15 to Oct 31
Phase 2: Planning (90 Days)	Demonstrate Adherence to Requirements	In this phase, you will have 90 days to demonstrate that you have the necessary operational, financial, people, and technology requirements and investments in place. Your SP Coach will guide you through this process.	May 1 to July 31	Nov 1 to Jan 31
Phase 3: Implementation (60 Days)	Demonstrate Ability to Deliver Services	You have 60 days to implement your plan and demonstrate the ability to deliver scheduling services locally, meeting all brand standards.	August 1 to Sept 30	Feb 1 to March 31
Go-Live	Launch	Once all phases are successfully completed, you will officially launch your localized scheduling services.	Oct 1	April 1

Important: The Tailored Care Services Committee will review all submissions to confirm that eligibility and operational requirements are met. You will be notified of approval or denial. If your application is not approved, you must remedy the areas of non-compliance before you can re-apply for the next launch period.

Post-Launch: Audits and Compliance

Go-Live Readiness

Three weeks prior to your official launch date, you must complete the Go-Live Launch Checklist and ensure all requirements are fully operational.

Ongoing Compliance

Launching localized scheduling is a commitment to upholding Nurse Next Door's brand standards at all times.

Audits: Regular audits will be conducted to ensure your franchise is adhering to all brand standards and best practices.
Infraction Fees: Failure to uphold brand standards or complete business requirements within the allotted timeframes will result in the charge of Infraction Fees, as detailed in the Infraction Framework.

Localized Scheduling & Tailored Care FAQ

Q: If I deliver localized scheduling, do I still have access to Core Support? A: Yes. Core support for AlayaCare, Google Workspace, and the Care Services Platform is included as part of your 5% royalty fee. This support is provided through online resources and the Nurse Next Door Helpdesk (Monday-Friday, 8 am-6 pm PST).

Q: What are the technology fees if I opt to provide services locally? A: All Franchisees pay a monthly Technology Fee, regardless of whether they use bundled or unbundled services.

Q: Do I still receive support for AlayaCare if I manage my own scheduling? A: Yes, core support for the AlayaCare platform is included.

Q: What support will I receive for new AlayaCare feature rollouts? A: Nurse Next Door will provide the necessary training, SOPs, and support for any new features that are rolled out system-wide.

Q: Will my new team members have access to AlayaCare training cohorts? A: We provide initial cohort training using a "train-the-trainer" model for each service. Once you are delivering services locally, your franchise location is responsible for providing all ongoing training to your local team members.

To submit a request, click the link: Tailored Care Services Request