RFBI: Bringing 3,000 aged care agreements into Salesforce with DocuSign

Royal Freemasons' Benevolent Institution (RFBI) is a not-for-profit aged care provider operating across New South Wales and the ACT since 1880. They run residential care villages, retirement living and care at home services, supported by a benevolent scheme for people in their local communities.

The challenge

The Australian Government's aged care reforms introduced the Higher Everyday Living Fee (HELF), replacing the old additional and extra service fee arrangements. For RFBI, that meant a signed agreement for every resident receiving higher everyday living services, an annual review of each one, and around 3,000 agreements to execute in a short space of time.

The existing process was not built for that. Agreements lived outside any system, stored locally and managed by hand, with no reporting on what was current, expiring or cancelled. A manual process that had coped in the old world was not going to meet the new rules.

What we did

We expanded RFBI's existing Salesforce environment to manage the full agreement lifecycle for residential aged care. The project ran to a fixed structure: two weeks of workshops and solution design with RFBI's regional subject matter experts, four one-week build sprints with a showcase every Tuesday, then two weeks of user acceptance testing before migration and go-live.

Contracts now live in Salesforce, linked to residents, villages and the services each resident receives. DocuSign is integrated for digital sending and signing, with signed agreements routed automatically to SharePoint. Renewals are pre-created with their product lines, and the system alerts the team ahead of expiry rather than auto-renewing, keeping people in control of every agreement. The compliance rules that matter under the new framework, including cooling off periods, cancellation notice and the annual re-sign requirement, are built into the process rather than remembered by hand.

Resident data was consolidated from EpiCore and Clinical Manager for the initial load, and RFBI's own team led the training, with our team on technical backup. That was deliberate. The best system is one the client can own.

The outcome

Village administrators now generate, send and track agreements from Salesforce, residents sign digitally or on paper, and RFBI can see the state of every contract across every village. What was a filing exercise is now a managed, reportable process built to meet the October deadline.

"Thank you for everything that has been put in place. I'm really looking forward to all the changes. It will change my job a lot."

Corinna Butcher, RFBI