Frequently Asked Questions

The US is experiencing a caregiving crisis, one that will only grow as people live longer and the incidence of conditions like Autism and Alzheimer’s continues to rise. Compounded by an unprecedented global crisis, caregiving needs are evolving and changing rapidly. 1 in 6 children has a developmental disability (CDC). And 10,000 seniors are aging into Medicare every day (AARP). Every caregiver’s journey is different and Torchlight is the only solution that can support and guide them through the complexities of educational, financial, social, health, and legal demands related to a multitude of situational and everyday challenges.

53 million US adults…including your employees. 70% of those 53 million reported work-related difficulties due to their dual roles (NAfC). Because employees don’t leave their life at the door when they come to work, caregiving requires commitment, time and sacrifice. It’s time for employers to address what means most to employees and they’ll do the most for their employers.

Torchlight Parenting & Caregiving is the only caregiver-support solution for employers and health plans that provides real-time access to the strategies and solutions modern caregivers need most. No matter the age, stage, or concern, Torchlight Parenting & Caregiving’s decision support tools, caregiving knowledge base, and human expertise come together to help reduce stress and enhance outcomes for both families and their sponsoring organizations more cost-effectively. It’s this easy: ask a question, get an answer. Need direction? Get a plan. Feeling lost and alone? Find confidence and community.

By accessing the company specific link the employee family member will be taken to the landing page where they can register their account by creating a username and password.

Upon registration, the digital platform prompts members to complete a profile of their child, elder loved one, or themselves and guides them through a series of specific questions to determine their age, stage, diagnoses, location and concerns. Based on the responses given during the intake process, the recommendation engine then populates and contextualizes a dashboard with relevant digital content, answers, and guided support needed to resolve caregiving issues.

Users who aren’t ready to complete a profile upon registration can bypass the intake process and can either access the Ask-The-Expert forum for specific questions or use the robust search engine to explore a particular topic or concern on their own.

Yes. Employees can share content and information with family members and anyone else involved in the caregiving process, right from the digital platform. We honor the employee’s right to decide and define who receives access based on their unique caregiving situations. The member controls what they want to share and the recipient only has access to specific content, tools, and information shared

Our Expert Advisors are specialists covering a wide range of caregiving-related disciplines including counseling, advocacy, legal/regulatory support, challenge/condition/disease subject matter expertise, etc. and present a variety of appropriate credentials: MSW, LCSW, PhD (psychologists), EdD, MEd, MA, MS, MPH, CCC-SLP, OTR/L, LCP, JD, MBA, CLU/CLAP, and Consultant/Certified Consultant. We match caregivers directly with the most appropriate credentialed Expert Advisors based on circumstances and needs.

Yes. Torchlight Parenting & Caregiving protect members’ privacy with the utmost care. Only the member can invite someone to view the information they filled out. The Torchlight Parenting & Caregiving Privacy Policy further details the extensive measures taken to ensure your privacy. We operate under the highest information security and compliance control standards set forth by SOC2. A link to the privacy policy can be found in the solution.

Torchlight Parenting & Caregiving offers breadth and depth of relevant decision-support content and access to human Expert Advisors across hundreds of caregiving topics and allows members to proactively research, address, and resolve family care challenges at any point in their journey, in most cases right from the digital solution.

EAPs offer targeted resources, referrals, and 1:1 counseling that are typically situational and episodic. Torchlight Parenting & Caregiving integrates seamlessly with EAPs and recommends providers downstream when counseling and/or other resource and referral services are most appropriate.

Torchlight Parenting & Caregiving’s standard implementation timeline is 30 days and consists of four phases; 1. Kickoff & Discovery, 2. Program Development, 3. Integration & Testing, and 3. Program Launch. A dedicated Client Success Manager (CSM) is assigned to each new client and will provide day-to-day support, from the beginning of the implementation process through program launch and beyond.

A Kickoff & Discovery meeting is typically scheduled within a week after the contract is signed. The CSM leads the call and discusses the program goals, launch timeline, communications strategy, culture, branding guidelines, and member privacy policies, set up requirements, and reporting expectations, and confirms primary key contacts and stakeholders. Once a preliminary implementation plan is agreed upon, the process moves to the Program Development phase which consists of platform and site configuration, identifying potential 3rd party vendor integration, finalizing marketing communications, and launch timeline. It then moves to Integration & Testing phase when testing of the platform and 3rd party integration is conducted and signed off on before moving to Program Launch.

Torchlight Parenting & Caregiving offers employer clients a flexible, blended fee structure. Where the self-help capabilities of the Torchlight Parenting & Caregiving digital solution can bring to resolution the vast majority of caregiving challenges as they arise, a discounted, fixed fee plus per-member-per-month PEPM pricing model (in three tiers), is applied to effectively and efficiently cover population needs.

For infrequent circumstances that require human intervention, an introductory bundle of 1:1 expert advising sessions is included in the base fee; additional session bundles are made available mid-contract. Thanks to the scalability of the Torchlight Parenting & Caregiving solution, clients don’t pay for what they don’t need in way of higher-cost human support, a departure from typical call center-only operations.

A one-time incremental implementation fee covers set-up, integration, and turn-key communications/promotion kit. Standard contracts are 36 months, billed annually.

Predictable costs are what help companies compete to win. Caregiving is anything but predictable. That’s where Torchlight Parenting & Caregiving comes in. Torchlight offers modern caregiving solutions informed by data and built for better results. With a member-friendly digital solution and a team of expert advisors, we go beyond traditional family caregiving benefits. Because getting caregivers the right resources, in the right ways, right from the beginning and throughout the journey should be business as usual.

Because Torchlight Parenting & Caregiving is a digital solution that empowers caregivers virtually, it can be accessed wherever caregivers find themselves from coast to coast.

Torchlight Parenting & Caregiving members have two options:

⇒ Ask-the-Expert Forum – A member can ask a specific question or search the comprehensive list of existing questions to find the answer they are seeking. Once a question is submitted, an advisor will respond within 2 business days, or sooner depending on the complexity of the question.

⇒ Expert Advising Services – If a member prefers to speak with an advisor they can schedule a live advising session right through the platform. Requests are confirmed immediately and are typically scheduled within 2 business days. After the session, a follow-up email is sent to the member that includes a relevant action plan, recommended tools available on the platform, and appropriate outside resources.

Torchlight Parenting & Caregiving helps members navigate a wide variety of caregiving scenarios from birth through the end of life – no matter the age, stage, or concern. Members can solve pressing issues for their children or elder loved ones whether they are experiencing a situation as a result of a disability, special need, illness, or need guidance through a particular developmental phase or day-to-day life.

⇒ Torchlight Child (including Adult Child) – Support for Autism, attention, learning, developmental, emotional, physical, and health challenges; IEP, IFSP, 504 processes, and tools; accessing agency services and free resources; managing issues such as cyberbullying, screen-time addiction, homework help; best practices for collaborating with schools, medical and legal professionals; child self-advocacy; behavior management, and many more.

⇒ Torchlight Elder (including Adult) – Support addressing the needs of an aging loved one, sick spouse, or planning for their own present or future needs; avoiding senior scams; navigating housing options for aging loved ones; managing issues such as estate and financial planning, Alzheimer’s and dementia screening; obtaining free public services; home safety; housing options; how to confront taking the car keys away from Mom or Dad; and many more.

Yes. Torchlight Parenting & Caregiving engages top professionals to offer the latest information about education laws, best practices, parenting strategies, Medicaid/Medicare access, Alzheimer’s and related dementias, long-distance caregiving strategies, and much more. All content is either created or fully vetted and curated by Torchlight Parenting & Caregiving’s Practice Leaders who are experts in their fields with decades of experience.

Yes. Torchlight Parenting & Caregiving can be accessed 24/7 from all mobile devices and tablets.

Yes. Torchlight Parenting & Caregiving offers a secure electronic file cabinet to store and selectively share any documents related to a care recipient. The file cabinet enables members to tag and sort by the types of digital content stored, making it easy to organize and access when needed.

Yes, prior to the Kickoff & Discovery phase of implementation, the Client Success Manager sends the client contact a New Client Questionnaire to fill out, which will help identify the best communications channels and cadence to promote Torchlight Parenting & Caregiving. The CSM then develops an Onboarding Toolkit that includes various marketing and communications materials for pre-launch, launch day, and post-launch.

Torchlight Parenting & Caregiving helps educate and empower employee caregivers to cope with—and resolve—everyday modern challenges of caregiving by:

• Addressing the novel, unprecedented caregiving needs caused by a global crisis and evolving to alleviate those stressors in the months that follow
• Reducing the administrative burden of buying, launching, and managing multiple benefit programs
• Addressing the costly challenges that remain unaddressed by healthcare yet impact the health of employees
• Being fully staffed by the highest credentialed specialists including the founding team
• Being the only true, data-centric solution with measurement and predictive capabilities
• Integrating seamlessly from technical and capabilities standpoints into any caregiver’s journey, at any stage

Our deep category expertise and comprehensive resources enable us to meet a variety of caregiver needs at any given moment.

Contact us via the support request function on our site and someone will be in touch to assist you with account and technical concerns.