For assisted living & senior living communities
An Assisted Living Answering Service Families Can Reach at 2 a.m.
Live agents who answer in your community's name around the clock — capturing move-in inquiries before the family calls the next community, giving worried adult children a patient human voice, and coordinating resident rides to appointments. Your team runs the community; we make sure no call goes unanswered.
Quick Answer
SS Support Network provides a 24/7 answering service and back-office support for assisted living and senior living communities — live agents who answer in your community's name, capture move-in inquiries before families call the next community, handle worried adult-children calls with patience, coordinate resident transportation to appointments, and follow your escalation and emergency protocols. It's built for communities losing census and family trust to voicemail and after-hours gaps. Agents are an answering and coordination team, not a substitute for on-site care: medical emergencies are directed to 911 and your on-site staff by your protocol. Everything is documented and worked inside your systems under a signed BAA, and resident rides are scheduled and tracked by the same team behind our flagship NEMT dispatch operation. A dedicated seat typically costs 35–70% less than staffing the desk around the clock in-house (SS Support Network operations data).
The after-hours problem
How does SS Support Network support assisted living communities?
A daughter researching communities calls five in one afternoon — the one that answers live usually gets the tour. Another family calls at 9 p.m. worried about mom, reaches voicemail, and the worry compounds overnight. Meanwhile your front desk is helping a resident, your executive director is in a family meeting, and the phone keeps ringing.
We answer every one of those calls live: move-in inquiries handled as the revenue calls they are, family concerns documented and escalated by your rules, and rides to medical appointments coordinated by a team whose flagship work is non-emergency medical transportation.
- 24/7 live answering in your community's name
- Move-in and pricing inquiries captured live, escalated to your sales team fast
- Tour scheduling on your calendar, confirmed with the family
- Family calls handled with patience, documented, and followed up
- After-hours calls routed by your escalation tree — emergencies to 911 and on-site staff per your protocol
- Senior transportation coordination for appointments and outings
- Follow-up calls to waitlists, post-tour families, and move-in pipelines
- Vendor and maintenance calls logged so nothing slips between shifts
What we run for senior living
What does an outsourced assisted living front office include?
The agent who scheduled a family's tour is on the same team as the one booking dad's ride to cardiology on Thursday. One roster, one context — that's what a senior living community call center split across vendors can't give you.
24/7 Answering & Call Center
Every call answered live in your community's name — prospects, families, staff, vendors — with your greeting, your escalation tree, and full documentation.
- Move-in inquiry handling
- Family communication support
- After-hours & weekend coverage
- Documented call logs
Follow-up Calls
Waitlist check-ins, post-tour follow-ups, and family callbacks made on schedule — the calls that fill units and keep trust.
Follow-up callsSenior Transportation Coordination
Rides to medical appointments scheduled, confirmed, and tracked — run by the team behind our flagship NEMT dispatch operation.
TransportationCommunity Virtual Assistant
Admissions paperwork, resident files, activity calendars, and the admin your business office manager never gets to.
Virtual assistantThe proof
2+ years running a 24/7 operation seniors depend on
Since 2020 we've run round-the-clock phones, scheduling, and dispatch for US healthcare operations — including a flagship medical transportation client that grew from one state to multi-state over 2+ years with us as their entire back office. Most of the riders we schedule and track are seniors heading to medical appointments — this is the population we already serve every day.
- Every inbound call answered live, 24/7/365
- Rides scheduled, confirmed, and tracked daily
- Escalations run by written protocol
- 1 state → multi-state · 2+ years retained
We work inside your systems
SS Support Network is an independent company and is not affiliated with or endorsed by any software vendor named above. We train on your platform during onboarding — you don't change anything.
Common questions
What community operators ask us first
Always. Callers hear your community's name and a warm, unhurried voice trained on your greeting and your escalation tree. Adult children calling at 10 p.m., prospective families, vendors — none of them will know they've reached an outside team, because the experience is your front desk, extended.
As revenue calls, because they are. A family researching communities calls several in one afternoon, and the one that answers live usually gets the tour. We capture the caller's situation on your intake questions, schedule the tour where you allow it, and escalate hot inquiries to your team immediately.
Agents follow your emergency protocol without deviation: directing callers to 911 and alerting your on-site staff by your escalation rules. We are an answering and coordination team, not a substitute for on-site care — every script is built around getting urgent calls to the right responder fast.
Yes — transportation is where we come from. Our flagship work is non-emergency medical transportation dispatch, so scheduling a resident's ride to an appointment, confirming the pickup, and tracking the return trip is native work for us, not an add-on. Families get notified; every trip gets documented.
With time and documentation. Family callers want to be heard, so agents take the concern down properly, commit to a specific callback, and log every call so your team sees patterns — one family calling nightly, one issue recurring. Nothing gets lost between shifts or scribbled on a sticky note.
Typically 35–70% less than the fully-loaded cost of covering the same hours in-house, based on SS Support Network operations data. Overnight desk coverage is expensive to staff and hard to retain; a dedicated seat with trained backup covers the phones for a fraction of that.
You'll receive a written operations audit within 1 business day of contacting us, and most communities go live within 5–10 business days. Onboarding covers your escalation tree, emergency protocol, tour calendar, and transportation providers, and starts with a scoped first week you can judge on real calls.
Community-specific question? Call +1 (657) 777-0006 — 24/7.
Keep reading
More for senior living operators
NEMT & Medical Transportation
Our flagship: the complete back office for medical transportation, including senior rides.
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Home Care & Home Health
Answering, caregiver scheduling, and billing support for care at home.
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Virtual Assistants in Healthcare
What a trained VA actually takes off a community's plate.
ReadFree operations audit
Find out what 24/7 coverage should cost your community
Tell us how many communities you run, what systems you use, and where calls fall through — you'll get a written plan with real pricing within 1 business day.
Or call +1 (657) 777-0006 / WhatsApp — 24/7.
