How Asbury Normandie Ridge Supported More Than 1,000 Resident Calls in Its First 30 Days
The Challenge
Asbury Normandie Ridge is a not-for-profit Life Plan community in York, Pennsylvania, serving residents across independent living, personal care, memory care, rehabilitation, and skilled nursing. Residents and callers rely on staff for a wide range of information and assistance—from reaching a particular team member to asking nursing questions, reporting maintenance needs, finding locations, and learning about admissions.
That variety creates a familiar communications challenge. Some callers need a straightforward answer, while others need to reach a specific person or department. Nursing-related questions and urgent concerns must be recognized and directed appropriately. Admissions inquiries must reach the right team, while everyday requests should not require unnecessary staff involvement.
The Solution
Normandie Ridge deployed JoyLiving's AI Resident Hotline, giving residents and other callers a familiar, voice-based way to communicate with the community. Callers simply use the telephone, and Joy listens to the reason for the call before determining the appropriate next step.
Depending on the caller's needs, Joy can provide an answer, connect the caller with staff, capture a maintenance request, or send an urgent SMS notification. The goal is not to prevent callers from reaching people—it is to make sure routine questions receive prompt answers and calls requiring human support reach the right staff member.
What the hotline supported
- Answering inquiries without requiring a staff transfer
- Connecting callers with requested staff members
- Recognizing and routing nursing-related inquiries
- Capturing maintenance work orders
- Supporting admissions and move-in questions
- Helping callers find departments and locations
- Alerting staff by SMS when a call requires urgent attention
The Results
In its first 30 days, the AI Resident Hotline handled 1,035 calls at Asbury Normandie Ridge. Joy resolved 403 inquiries—39% of all calls—without transferring the caller to staff.
At the same time, Joy facilitated 619 staff transfers, representing 60% of calls. This reflects the important role the hotline plays as an intelligent connection point: when residents wanted a particular staff member or needed personal assistance, Joy helped direct the conversation to the appropriate team.
The remaining 13 calls are classified as other outcomes. Together, these results show the balance between automation and human connection: Joy handled routine needs independently while preserving a clear path to staff when personal attention was needed.
in the first 30 days
without a staff transfer
with appropriate staff
Understanding What Callers Needed
The first month's activity shows that callers used the hotline for much more than basic frequently asked questions. Requests for specific staff members were the most frequently identified call theme, followed by nursing, admissions, and location-related needs.
These categories overlap, so they are not intended to represent a mutually exclusive breakdown of all calls.
A Strong First 30 Days
The early results at Asbury Normandie Ridge demonstrate how conversational AI can support a complex senior living communications environment without asking residents to adopt a new app or navigate an unfamiliar digital system.
- Provided a consistent first point of contact for more than 1,000 calls
- Resolved nearly two in five inquiries without a staff transfer
- Helped hundreds of callers reach staff
- Captured actionable maintenance needs
- Recognized a substantial volume of nursing and admissions inquiries
- Escalated urgent matters through SMS notifications
For residents and callers, that means an easier way to ask for help and find the right destination. For staff, it means a more organized communication channel that can handle routine inquiries, capture requests, and surface urgent needs while allowing teams to remain focused on the people they serve.
Give every caller a clear next step
Join communities like Asbury Normandie Ridge using JoyLiving to answer questions, capture requests, and connect callers with the right staff—all through a familiar phone conversation.