Frequently Asked Questions

What Is The Caregiving Crisis Torchlight Addresses?

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 have 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.

Who is a caregiver? and why care?

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.

How does Torchlight work?

Torchlight 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’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.

What is the member experience like?

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.

Can an employee’s spouse, significant other, or family member access Torchlight?

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

What are the qualifications of Torchlight’s Expert Advisors?

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.

Is the information provided by a member kept private?

Yes. Torchlight protects member’s privacy with the utmost care. Only the member can invite someone to view the information they filled out on the platform. The Torchlight 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 on the platform.

How does Torchlight differ from an Employee Assistance Program?

Torchlight 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 platform.

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

What is the implementation timeline & process?

Torchlight’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, member privacy policies, set up requirements, reporting expectations, and confirms primary key contacts and stakeholders. Once a preliminary implementation plan is agreed to, the process moves to Program Development phase that 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.

What is Torchlight’s fee structure?

Torchlight offers employer clients a flexible, blended fee structure. Where the self-help capabilities of the Torchlight digital platform 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 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.

Why Torchlight?

Predictable costs are what help companies compete to win. Caregiving is anything but predictable. That’s where Torchlight comes in. Torchlight offers modern caregiving solutions informed by data and built for better results. With a member-friendly digital platform and 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.

Where is Torchlight available?

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

What if a member can’t find what they need on the Torchlight digital platform?

Torchlight 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.

What type of caregiver concerns can Torchlight help with?

Torchlight helps members navigate a wide variety of caregiving scenarios from birth through 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.

Is the content on the torchlight platform accurate and up-to-date?

Yes. Torchlight 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’s Practice Leaders who are experts in their fields with decades of experience.

Can Torchlight be accessed from a mobile device or tablet?

Yes. The Torchlight platform can be accessed 24/7 from all mobile devices and tablets.

Is there a secure way to store or share records and documents?

Yes. Torchlight 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.

Does Torchlight provide marketing communications materials?

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

How does Torchlight deliver value?

Torchlight 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 platform with data-centric solutions for measurement and predictive capabilities
  • Integrating seamlessly from technical and capabilities standpoint 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.

How can I get help if there’s a problem with my account?

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


Let Us Show You How Torchlight Can Help Your Employees.

Curious to learn more about Torchlight’s innovative, digital-first platform? Get in touch today to request a demo.

Let's Talk