TABLE OF CONTENTS

• Can you provide an overview of Upwards Elder Care Solution?
• What does the implementation process look like?
• How do Care Advisors support my employees?
• Can you provide more details about the provider network?
• How can I effectively manage this program?

Can you provide an overview of Upwards Elder Care Solution?

WHAT SERVICES DOES UPWARDS ELDER CARE PROVIDE?

There are two core services:

• Expert Guidance: Care Advisors provide personalized support and resources.
• Solution Matching: Connects employees with vetted in-home care providers

Your Elder Care package will cover both for your employees in one comprehensive solution.

WHAT DIFFERENTIATES UPWARDS FROM OTHER ELDER CARE SOLUTIONS?

• National provider network of 20,000+ agencies through our partnership with the leading elder care experts, Helper Bees.
• Rigorous provider vetting process
• 60-day active support period
• No employee cost for Expert Guidance
• Custom care plans for each situation
• Expertise in specialized medical services
• Above and beyond support with personalized action plans and assistance with admin, payments, insurance, and more

WHAT FAMILY MEMBERS ARE COVERED UNDER THIS BENEFIT?

Coverage extends to employees' family care responsibilities, including:

• Immediate and extended family members
• Household members
• Any adult dependents the employee has caregiving responsibilities for.

The benefit has nationwide coverage, supporting remote and hybrid workforces with eldercare needs anywhere in the U.S.

What does the implementation process look like?

WHAT RESOURCES DO YOU PROVIDE FOR LAUNCHING?

• Employee communication templates
• Program overview materials
• Digital assets for intranet/benefits portal
• Launch presentation materials
• Webinars for employees

HOW DO EMPLOYEES ACCESS THE SERVICE?

Employees can access this service from within their Upwards platform. They do not need to create a new account in a different system, navigate across platforms, or create more friction. They request information or services, and we'll take care of the rest. A Care Advisor will contact the employee shortly after their initial request.

How do Care Advisors support my employees?

WHAT DOES THE INITIAL ASSESSMENT PROCESS LOOK LIKE?

• 45-minute comprehensive consultation
• Non-scripted, conversational approach
• Root cause identification
• Assessment of both immediate and long-term needs
• Preventive planning discussion

WHO CONDUCTS THESE ASSESSMENTS?

Care Advisors are experts in their elder care space, including:

• Geriatric care managers
• Licensed social workers
• Elder care specialists
• Healthcare coordinators

HOW DO CARE ADVISORS IDENTIFY NEEDS?

• Holistic assessment approach
• Looking beyond initial requests
  • Ex: Lawn care request may indicate mobility issues
  • Ex: Transportation needs might suggest medical coordination requirements
  • Ex: Home modification requests could signal safety concerns

HOW DO CARE ADVISORS SUPPORT HEALTHCARE PAYMENT NAVIGATION?

Our Care Advisors provide comprehensive payment navigation support:

• Deep expertise in Medicare regulations and requirements
• Understanding of various insurance coverage options
• Ability to guide employees through complex payment systems
• Resource connection for financial planning

This support helps reduce employees' stress and the time spent navigating complex healthcare systems, enabling better focus at work.

WHAT'S INCLUDED IN ACTION PLANS?

1. Immediate Solutions:

• Prioritized recommendations
• Service provider matches
• Cost estimates
• Implementation Timeline

2. Service Coordination:

• Traditional in-home care
• Companionship services
• Transportation solutions
• Home modifications
• Medical equipment needs
• Local provider matching

3. Financial Support

• Grant identification
• Financing options
• Payment plan guidance
• Insurance navigation

4. Ongoing Support:

• Regular check-ins
• Plan adjustments
• Progress monitoring
• Crisis management
• Family support

Can you provide more details about the provider network?

WHAT IS OUR CURRENT COVERAGE?

HelperBees is present in 82% of U.S. counties. Our network includes:

• Independent caregivers
• Agency partnerships
• Local service providers
• 20,000+ vetted providers nationwide

HOW DO WE HANDLE AREAS WITH LIMITED COVERAGE?

We have an active network expansion strategy:

• Proactive assessment of coverage gaps
• Accelerated provider recruitment in high-needs areas
• Temporary agency partnerships while building a permanent network
• Regular coverage assessments with quarterly expansion goals

HOW DO WE MAINTAIN QUALITY ACROSS THE NETWORK?

All providers undergo:

• Background Screening
• License verification
• Insurance validation
• Reference checks
• Performance monitoring
• Quality reviews

How can I effectively manage this program?

WHAT REPORTING IS PROVIDED?

We provide weekly and monthly reporting, including:

• Usage metrics
• Service types requested
• Response times
• Employee satisfaction scores
• Geographic distribution
• ROI metrics

WHAT ARE THE SERVICE LEVEL AGREEMENTS (SLAS)?

• Initial response: Within two business days
• Provider matching (in-network): 5 business days
• Provider matching (out-of-network): 14 business days

HOW IS EMPLOYEE PRIVACY PROTECTED?

• HIPAA compliant systems
• Secure data transmission
• Confidential case management
• Limited reporting identifiers