Family Communication Cadence Model
Internal Only
Purpose
Ensure families receive timely, calm, and appropriate information without over-communication, alarmism, or intrusion into the client’s autonomy.
Who Receives Communication
Primary Family Contact
One designated individual (or couple) identified at intake
Default recipient for routine updates and decisions
Secondary Contacts
Included only when explicitly authorized
Used for escalation, transition, or redundancy if primary is unavailable
Rule: No broad distribution. Communication is deliberate and controlled.
Standard Communication Cadence
Routine Updates
Frequency: Weekly (or per plan design)
Audience: Primary family contact
Format: Written update (email or message)
Content:
Current status
Notable observations
Actions taken / recommendations
Attention items (only if action is required)
Post-Visit Updates
Frequency: As needed, not after every visit
Triggered by: Meaningful change, new concern, or follow-up required
Audience: Primary family contact
Format: Brief written update
Rule: Silence is acceptable when nothing meaningful has changed.
Decision-Driven Communication
When a Decision Is Made. Triggered by: Review / Decision (continue, tier change, transition)
Audience: Primary family contact (and others if appropriate)
Format: Written summary or scheduled call
Content:
What decision was made
Why (plain language, non-technical)
What changes, if anything
Rule: Decisions are always communicated. Events are communicated selectively.
Urgent Situations
Immediate Risk to Safety or Property
Audience: Primary family contact (and emergency services if required)
Timing: As soon as reasonably possible
Format: Phone call first, written follow-up after
Content:
What happened (facts only)
What action was taken
What support is now involved
Urgent situations always trigger Review / Decision.
Escalation to Family (Non-Urgent)
Escalation to family occurs when:
Patterns of concern emerge
Needs increase or stability decreases
Boundaries or sustainability are affected
Outside professionals should be engaged
Format: Written update or scheduled conversation, depending on complexity.
Rule: Escalation is about awareness and alignment, not alarm.
Privacy and Consent
Client preferences govern what is shared whenever possible
Information shared is factual and relevant
No speculation, diagnosis, or unnecessary detail
Respect for dignity overrides family curiosity
Rule: Families are kept informed, not inserted into daily life.
What Is Not Communicated
Raw transcripts or recordings
Internal deliberation or admin notes
Speculative concerns or unfinished thoughts
Information not relevant to safety, stability, or decisions
Formats Summary
Routine updates: Written summary
Decisions: Written summary or call
Urgent issues: Call, then written follow-up
Transitions: Written summary + optional conversation
Final Guardrail: Communication exists to support clarity and trust—not to transfer anxiety, responsibility, or control.
Client Communication Expectations - Google Doc