Seven messages cover a family's first 90 days: a deposit-day note naming one contact, a move-in day plan a week before, a text on move-in evening, a day 5 call with an email recap, a plain follow-up when something goes wrong, a day 30 settling-in update, and a day 90 invitation from the Executive Director. Each one names an owner, a specific detail about the resident, and what happens next.
Families judge the first month less by what went wrong than by whether anyone told them. A short, specific message at the right moment answers the question they have not asked yet, and gives them one person to call.
Replace everything in [brackets]. Keep the specific detail about the resident: it is what shows the family that someone is paying attention. Send by the channel each family prefers, and ask them on deposit day.
The 7 templates
1. Deposit day: your contact
Channel: Email · From: Move-in owner
Subject: Welcome to [Community], and who to call
Hi [Family first name],
We are so glad [Resident first name] is joining us. I am [Your name], and I will be your main contact from today through [Resident first name]'s first month here.
Over the next few weeks we will collect a few documents, plan the apartment and learn about [Resident first name]'s routines and preferences. I will send you a short list of what we need by [date].
If you have a question about anything, call or text me at [phone]. If I do not know the answer, I will find the person who does.
[Your name], [title]
2. One week before: the move-in day plan
Channel: Email · From: Move-in owner
Subject: [Resident first name]'s move-in day: the plan
Hi [Family first name],
Here is the plan for [day, date]:
Arrival: [time], at [entrance]. Movers can use [loading area].
Who will meet you: [names and roles].
What is already done: [apartment ready, paperwork complete, care plan reviewed].
What is still open: [item and who owns it], or nothing.
Lunch or dinner: [Resident first name] is seated with [names] for [meal].
Reply to this email or text me at [phone] if anything changes.
3. Move-in evening: how the first day went
Channel: Text · From: Move-in owner or the evening lead
Hi [Family first name], it's [Your name] from [Community]. [Resident first name] had dinner with [names] and [one specific detail, e.g. enjoyed the music after dinner]. [Caregiver name] is on tonight and will check in before bed. I'll call you on [day] to see how the first few days are going.
4. Day 5: the first check-in
Channel: Phone call, then a short email recap · From: Move-in owner
Subject: Recap of our call about [Resident first name]'s first week
Hi [Family first name], thank you for the time today.
What is going well: [specific detail].
What you raised: [concern]. [Name] owns it and will follow up by [date].
How often you would like an update this month: [their answer]. I will keep to that.
5. When something went wrong
Channel: Phone call first, then email · From: The department head who owns it, or the Executive Director
Subject: Following up on [issue]
Hi [Family first name],
Thank you for telling us about [issue]. You were right to raise it.
What happened: [short, plain explanation].
What we have done: [action taken].
What happens next: [step], by [date]. [Name] will confirm with you when it is done.
If it is not fixed by then, call me directly at [phone].
6. Day 30: settling in
Channel: Email · From: Move-in owner or resident services
Subject: [Resident first name]'s first month
Hi [Family first name],
[Resident first name] has now been with us a month. A few things we have noticed: [routine, activities, people].
Open items: [item, owner, date], or none.
From here, your main contact is [name, role, phone]. I will still be around if you need me.
We would love to hear how you feel the first month went. [Link or: I will call you on (day) to ask.]
7. Day 90: is this home?
Channel: Invitation to a short meeting · From: Executive Director
Subject: A quick conversation about [Resident first name]'s first 90 days
Hi [Family first name],
[Resident first name] has been with us for three months. I would like to sit down with you and [Resident first name] for 20 minutes to hear what has worked, what has not, and what we could have done better.
Would [two date and time options] work? We can also do it by phone.
[Your name], Executive Director
Rules that make the templates work
- One named contact for the first month. Put their name and direct number in every message.
- One specific detail every time. "She enjoyed the music after dinner" beats "she is settling in well".
- Every concern gets an owner and a date, written into the message, and someone confirms when it is done.
- Bad news goes out by phone first, from the person who owns the fix, before the family hears it another way.
- Agree on how often the family wants to hear from you, and keep to it.
- Keep clinical detail out of email and text. Follow your own privacy policies, and discuss health matters by phone or in person with the people the resident has authorized.
Schedule them on deposit day
These messages only help if they go out on time, during the busiest weeks of a move-in. Put all seven on the move-in plan on deposit day, each with an owner and a date, alongside the day 5, 30 and 90 check-ins they follow.
ResiOnboarding keeps every move-in task, owner and due date on one shared plan, gives families their own portal to follow progress, and schedules check-ins at day 5, 30 and 90. See the product overview.
Continue reading
What Families Ask After Move-In
The questions these messages answer before they are asked.
Resident Check-Ins at Day 5, 30 and 90
The conversations behind templates 4, 6 and 7.
Memory Care Move-In Checklist
23 tasks with an owner for each.
11 Move-In Mistakes to Avoid
Small slips that shape how a family judges the first month.
Every new resident gets one first impression. Make it the one your team intended.
ResiOnboarding puts every task, owner and due date for a move-in on one shared plan, from deposit through day 90. Start with a pilot at one community: your team runs your next move-ins on it, and you decide based on what you see.