Family Portal FAQ

Users who have been granted the role of Family Portal Admin can invite others to join. Your loved one's community can tell you who has been designated as a Family Portal Admin and grant this role to additional users if needed.

If you are a Family Portal Admin, you can invite others to join by following these steps:

1. Click the main menu button in the top left corner of the screen
   
   
2. From the menu, click Care Circle
   
   
3. Click the blue Invite more members button at the top of the page
   
4. Enter the individual's name, email address, and relationship to the resident, and click Send invitation. 
   

The individual will receive an email with a link to set up their account. If an email doesn’t appear in their inbox, have them check their junk or spam folder just in case. 

Users who have been granted the role of Family Portal Admin can remove others from the Care Circle, thereby revoking their access to the Family Portal. Your loved one's community can tell you who has been designated as a Family Portal Admin, and grant this role to additional users if needed.

If you are a Family Portal Admin, you can revoke someone's access by following these steps:

1. Click the main menu button in the top left corner of the screen
   
   
2. From the menu, click Care Circle
   
   
3. Find the individual and click the red Revoke access button
   
   

They will receive an email letting them know that they no longer have access to the Family Portal.

To request that a user be granted the role of Family Portal Admin, contact your loved one's community. This kind of access can only be granted by staff members at your loved one's community. 

If you used the wrong email address when inviting someone to join the Family Portal, you can revoke access for the original email address and send a new invite to the email address they wish to use.

1. Click the main menu button in the top left corner of the screen
   
   
2. From the menu, click Care Circle
   
   
   
3. Scroll down until you find the individual, and click the red Revoke access button.
   
   
4. Send the individual a new invitation by clicking the blue Invite more members button at the top of the Care Circle page
   

You can update your name and phone number in the User Settings section of the Family Portal.

1. Click the main menu button in the top left corner of the screen
   
   
2. From the menu, click User Settings
   
   
3. Edit your information as needed and click Save Changes
   
   

Note that users cannot update the email address associated with their user account for security reasons.

If you require access through a different email address, contact the individual who invited you to the Family Portal and ask them to send a new invite to your preferred email address. 

1. Visit www.family.welbi.com (or open the app on your smartphone if you have it installed)
2. Click the Click to login button
   
   
3. Enter the email address associated with your user account and click the blue Continue button
   
   
4. Complete the verification step by checking off the checkbox
   
   
5. Click Forgot your password?
   
   
   
6. Click the blue Send reset instructions
   
   
   

 

If the email address you entered is associated with an existing Family Portal user account, you'll receive an email with a password reset link.

The Family Portal web app can be saved to your smartphone homescreen for easy access. To do this:

1. Click the main menu button in the top left corner of the screen
   
   
2. Click the How to Install button located at the bottom of the menu
   
   
3. This will open a pop-up window with instructions to complete the installation
   
   
   

The community's calendar of events is accessed in the Programs tab, which is located in the bottom left corner of the Home page.  By default, you will see dates for the current week. Click on a date to see scheduled programs and events, including start and end times, duration, location, and facilitators (i.e., the team member(s) running the program).

You can use the arrows to the left and right of the month header to navigate between weeks.

You can also click the downward arrow below the dates to expand your view and see several weeks at a time. 

 

If you have any questions about the information displayed on this page, please contact your loved one's community. 

Your loved one's participation records are found in the Participation tab, which is located in the bottom right corner of the Home page. When staff members document your loved one's participation in a program, an entry will be made on this page. For each program, you can see: 

• The date and time of the program
• The name of the individual who took attendance for the program
• The location of the program
• The program's facilitators (i.e., the individual(s) who ran the program)
• A badge indicating your loved one's level of engagement within the program

Programs will appear on this page in order from most to least recent. 

If you have any questions about the information displayed on this page, please contact your loved one's community. 

Staff members use Welbi to document who is in attendance at each program as well as their level of engagement in the activity. This information helps monitor resident engagement and prevent social isolation. In the event of an outbreak situation, it also facilitates contact tracing. Once attendance information is entered

Please note that depending on the community's workflow and policies, there may be a delay between the time a program is run and the time attendance information is entered into the system.

If you have questions about the information in the Participation tab of the Family Portal, or about attendance practices at your loved one's community, please contact the community for more information.

If you have been granted access to view multiple residents within the Family Portal, you will see the following when you open the main menu in the top left corner of the screen.

Click Switch to another loved one to view a list of all residents you have access to, and select the resident you wish to view in the Family Portal.

Yes. The Family Portal uses state-of-the-art encryption and follows best practices in data protection to ensure all information remains private and secure. Welbi is SOC2 compliant, a cybersecurity compliance framework that ensures data is stored and processed in a secure manner.

Welbi is a recreation management platform used by the team at your loved one's community team to plan calendars, tailor programming to the needs and interests of residents, keep records up to date, connect residents based on similar interests, and ensure no resident is at risk of social isolation.

1. Request an email invitation to join the Family Portal from a staff member at your loved one's community or family member with Family Portal Admin access (this is a special level of access that can be granted by staff when sending the initial invite). 

2. Click the Set up your account button in the email invitation.

3. Confirm that the email address entered on this screen must exactly match the email address that received the invite, then click 'Continue'

Note: If the email address that received the invite is a Gmail account, you can click  'Continue with Google' to sign in using your Gmail account rather than setting up a separate password.

4. Complete the verfification step below by clicking the checkbox.

5. Enter your first and last name (your email must match the email address that received the invite) and click Continue.