Newsletter Resource · Family Portal

Onboarding Families to the Magic-Link Portal

A 3-message script that gets guardians signing daily-note acknowledgements and ISP forms in under 5 minutes - no account, no app.

Most family-portal failures aren't tech failures - they're communication failures. Families don't know the magic-link is coming, what to do with it, or why their signature matters. Use this 3-touch script the first time a family receives a magic-link request.

The 3-Touch Script

1

Touch 1 - Heads-up call (1 day before first link)

Verbal phone call from program manager. Set expectation, answer questions, confirm correct email.

"Hi Sandra, this is Dana from CareHub. Tomorrow you'll get an email from us with a link to review and sign John's quarterly ISP. The link is valid for 7 days, you don't need to make any account, and the whole thing should take you 5 minutes. I'll text you the email address it'll come from so you know it's not spam."

2

Touch 2 - The magic-link email itself

CareHub sends automatically. The email subject + first line should make the action obvious.

Subject: Action requested: review John's quarterly ISP (5 min)
Body: "Sandra, please click below to review and sign John's quarterly ISP. The link expires in 7 days. No account needed."

3

Touch 3 - 48-hour follow-up (only if not signed)

One short text from program manager.

"Hi Sandra, just a heads-up that John's ISP signature link expires Friday. Want me to resend it or are we good?"

Common Family Concerns + How to Answer

"Is this email legit?"

Confirm the sender domain (@dsplifecollaborative.com or your provider's domain). Offer to read the link aloud over the phone if needed.

"I don't have a CareHub account"

You don't need one. The magic-link verifies your identity without an account. One-time use only.

"Can I sign on my phone?"

Yes. The portal works on any device. You'll see the document, can scroll through it, then tap "Sign" at the bottom.

"What if I disagree with something in the plan?"

Use the comment box on the signing page to note your concerns. We'll see it before finalizing. You can also call your program manager first.

In CareHub: Magic-link signing is built into every form, PCP, and acknowledgement that needs guardian sign-off. The Signatures dashboard shows which links are unopened, opened, or signed. Auto-reminders fire at 48 hours and 5 days if a signature is still outstanding.