RESOURCES

Member Resources – Gain Significance in Your Community with Our Help

Nobody cares how much You Know UNTIL they know how much You Care. And that’s where Age-Friendly Business® comes in. We’ll help you shine in the eyes of your aging customers.

When you do the RIGHT Things for the RIGHT Reasons — it gets noticed.

Get our FREE Mini Series “How to Harness the Power of the Age 50+ Market”

This FREE six-part series will give you the answers to the questions about how you can grow your practice this year. We offer a simple formula that uncovers Who, What, Where and Why the Boomer and Senior Consumer markets can be the most profitable way you can expand almost instantly. And most importantly, we give you the picture as to How you can grow your business while placing focus on this “hidden-in-plain sight” opportunity.

Simply fill out the contact form below!

Marketing Tool Kit

We know that you are busy – and we are here to help! These tools help you build your business at every stage of your engagement – from prospecting, customer acquisition, providing outstanding service, customer appreciation, and referral and loyalty programs.

It’s all done for you! Just add your contact information and implement these powerful campaigns. We have over 60 different articles and Tips Sheets, designed to help you and YOUR members live better, healthier, and more rewarding lives.

From later life love to fall prevention, scam alerts and caregiving, to travel tips and family meetings — we have something for everyone.

Learn More About Our Marketing Tool Kits

We know that you are busy – and we are here to help! These tools help you build your business at every stage of your engagement – from prospecting, customer acquisition, outstanding service, customer appreciation, and referral and loyalty programs.

Done for You! Just add your contact information and implement these powerful campaigns.

Find New Clients and Customers

Direct Mail Prospecting Campaigns – 12 campaigns + tutorials

Article Service – 12 articles

My Promise To You – Rack Cards

Public Presentation – “Our World is Aging – Are You Ready?” (Scripted PowerPoint Presentation) – Members only

Maturity Matters Client Newsletter – Members Only

Bill of Rights – Tri-fold Brochure – Members Only

Serve Your Clients and Community Well

Fraud Prevention Series:(Click here)

-Fraud Prevention Series – Customized cards – pay printing and shipping

Maturity Matters Client Newsletter – Members Only

Appreciate, Create Loyalty and Referrals

Client Appreciation Events = 12 Events + tutorials

Find New Clients and Customers

Direct Mail Prospecting Campaigns – 12 campaigns + tutorials

Article Service – 12 articles

My Promise To You – Rack Cards

Public Presentation – “Our World is Aging – Are You Ready?” (Scripted PowerPoint Presentation) – Members only

Maturity Matters Client Newsletter – Members Only

Bill of Rights – Tri-fold Brochure – Members Only

Customized cards – just pay for printing and shipping

Fraud Prevention Series: 

Maturity Matters Client Newsletter – Members Only

Client Appreciation Events = 12 Events + tutorials

Find An Age-Friendly Business® Or A Certified Professional Consultant On Aging (CPCA)® Near You!

An Age-Friendly Business® cared enough to ensure that all their employees learned how to serve you even better!

Welcome to our Global Directory

Eform
https://members.agefriendlybusinessacademy.com/member-directory/

Note: If you need more information about the member or having trouble in reaching out to the member, please contact us at 1-877-272-7575

Looking for a Key Note Speaker?

Our faculty includes a veritable ‘Who’s-Who’ in the field of aging well! Covering in excess of 40 different topics, our accomplished and renowned roster of professional speakers will ignite your stage with insight and inspiration.

Engaging, entertaining, and always provocative, your event will be remembered for addressing the topics your colleagues and associates care about — the topics that keep them up at night.

Do you know where to find the right speaker to make your event dynamic and memorable?

We do.

Contact us and we’ll introduce you to a dynamic team of gifted speakers, and help you choose just the right person to seal the success of your event.

It Is All About Outstanding Service and Public Protection

Everyone has a role to play in public protection. Regulators, companies, managers, compliance officers, professional associations, individuals, educators, and the public must all come together in the mutual commitment to establish, monitor, and enforce the highest possible standard of service.

As more and more professionals learn about the unique needs of an aging population, and gain a greater understanding, respect, and sensitivity to the issues impacting older persons, a critical mass or tipping point will be established and a new standard will become the new normal. To establish this critical mass, Age-Friendly Business® is committed to offering quality education and to make this available to as many professionals as possible.

While the establishment of a critical mass is important, we want the CPCA® designation to maintain its symbol of excellence, and to maintain the integrity of the vision and the commitment. This means that although we believe everyone needs this training, not everyone has earned the right to hold themselves out as a Certified Professional Consultant on Aging (CPCA)®.

No system is perfect. However, the lack of a ‘perfect solution’ should not deter us from trying to establish reasonable criteria that relates directly to indicators of good business practice. To that end, Age-Friendly Business® requires each applicant to complete an annual legal and regulatory disclosure form, and requires each CPCA to commit to the CPCA Code of Professional Responsibility. To maintain their CPCA membership in good standing, all CPCAs must update the disclosure form annually, commit to the CPCA Code of Professional Responsibility annually, complete the on-going continuing education requirements, and remit their annual membership dues to Age-Friendly Business®.

Age-Friendly Business® has established an independent Board of Standards to monitor compliance with this Code of Professional Responsibility, and to adjudicate any complaints about the conduct of a CPCA member.

Legal and Regulatory Disclosure Requirements

Each application, as part of the registration process, must complete the following disclosure form. Additionally, each CPCA must update this disclosure form annually and re-commit annually to abide by the Code of Professional Responsibility. The form below is for illustration purposes only.

* Disclosure Questionnaire
1. Have you or your business ever been sanctioned, reprimanded, or convicted (criminal or civil) due to inappropriate and/or unethical business conduct? 
2. Have you or your business ever been represented negatively in the media with reference to poor or unethical customer service?
3. Have you or your business ever received a negative assessment from the Better Business Bureau in response to a customer complaint?
4. Have you had a license, permit, certificate, registration, or membership Do you offer a physically safe environment for the age 50+?
5. Are you and your business committed to providing respectful and ethical service to all customers and clients, especially the age 50+?
6. Do you agree to abide by the CPCA Code of Professional Responsibility?
CPCA® Code of Professional Responsibility

We believe that people of all ages deserve a place in our communities and our businesses where they are welcome, acknowledged, safe and respected, and that when this happens, everybody wins.

The Certified Professional Consultant on Aging designation course is an important component of the overall Age-Friendly Business® service revolution. Age-Friendly Business® was inspired by the United Nations endorsed Age-Friendly Cities initiative embraced throughout the world.

It is our vision to expand the application of this noble undertaking, recognizing that businesses, professionals, and commercial interactions form an essential aspect of our maturing communities’ experience.

We believe that with our Age-Friendly Business® educational programs, with increased awareness, and with a will to make a difference, a history of age-discrimination and one-size fits all service is becoming a thing of the past.

We believe that all levels of business and service have a role to play in the quality of inter-generational interaction within our communities.

Certified Professional Consultants on Aging (CPCA)® are professionals from a variety of industries who:

  • Are dedicated to service excellence;
  • Are life-time learners;
  • Have made the investment and commitment to better understand and serve the maturing population with skill, respect, and compassion.
  • This CPCA Code of Professional Responsibility identifies the fundamental principles that inform and direct the conduct of each individual maintaining the CPCA designation in good-standing.


CPCA Code of Professional Responsibility

  1. CPCAs agree to be honest in all their communications and interactions, and to reflect accurately the benefits and features of their services and products.
  2. It is understood that professionals holding the CPCA designation come from a variety of disciplines, and that many of these disciplines obligate the individual to their specific code of conduct. CPCAs agree to uphold the requirements of their particular discipline or industry, and recognize that this CPCA Code of Professional Responsibility supports and supplements other related codes of conduct.
  3. CPCAs agree to place the interests of the client above those of personal gain.
  4. CPCAs agree to respect the confidentiality of the client’s information, and to abide by the appropriate privacy legislation governing their province/territory and industry.
  5. CPCAs agree to conduct themselves in a professional manner, refraining from profanity, or any other public behaviours that would be generally considered as vulgar inappropriate or offensive.
  6. CPCAs agree to treat the public, associates and colleagues with respect.
  7. CPCAs agree to engage in fair competition and to refrain from disparaging comments about competitive companies and individuals.
  8. CPCAs agree to non-discriminatory practices, and to operate within the spirit and intention of international, national, provincial/territorial human rights codes.
  9. CPCAs agree to keep up to date on developments within their disciplines, and to adhere to any continuing education requirements necessary to maintain the CPCA designation in good-standing.

An Independent Board of Standards assists in maintaining the integrity of this designation by enforcing the principles through adjudication of complaints against individual CPCAs as it relates to their adherence to this Code of Professional Responsibility. CPCAs accept their responsibility for compliance with this code, and accept the determination and findings of the Independent Board of Standards in the event of a formal complaint review.

Board of Standards

Age-Friendly Business® Board of Standards and Disciplinary Actions

We believe that professionals must earn the right through right action to serve our maturing population. That’s why we have our CPCA® Code of Professional Responsibility.

Any professional who wants to become a Certified Professional Consultant on Aging (CPCA)® must first agree to follow the CPCA Code of Professional Responsibility.

Age-Friendly Business (AFB)® wants only ethical, honest, principled professionals among its members. Those are the only kind of people who should be working with seniors and maturing boomers.

About the Code of Professional Responsibility

AFB issues the CPCA Code of Professional Responsibility to provide ethical principles and rules for all persons who are certified by AFB to use the CPCA designation. Implicit in a designee’s acceptance of the certification is an obligation to comply with the mandates and requirements of all applicable laws and regulations, and to take the responsibility to perform all professional services and activities in an ethical manner. The CPCA Code of Professional Responsibility is based on the standards of honesty, trustworthiness, respect, fairness, and professionalism. An arms-length body, the non-profit AFB Board of Standards, enforces provisions of the Code.

Age-Friendly Business® may amend the Code from time to time. AFB will notify CPCAs of any Code changes that might affect them.

Click here to read the code.

Disclosure Policy

Age-Friendly Business® treats as confidential a CPCA’s personal information. At its discretion, however, and in accordance with disclosure authority maintained by the AFB Board of Standards (‘Board’), AFB may release to certain federal and provincial licensing and credentialing bodies and governmental regulatory agencies, or may publish on its website, details of a current or former CPCA’s disciplinary history, if any, resulting from complaints heard by the Board. Similarly, AFB reserves the right to divulge to such bodies or agencies, or to publish on its website, information in connection with wrongful use or other actions taken by AFB, or on its behalf, against certain individuals or entities.

Disciplinary Procedures

The Age-Friendly Business® (AFB) Board of Standards (‘Board’) is an arms-length panel, charged with the duty of investigating, reviewing and recommending appropriate action with respect to a CPCA designee’s alleged violations of the Code. The Board has original jurisdiction over all such disciplinary matters and procedures. The Board is appointed by the AFB and is paid for time spent in the investigation, review and recommendation processes.

The Board is authorized to:

  • Maintain the integrity of the CPCA designation by reviewing and investigating complaints against CPCA designees and, where appropriate, implementing penalties against those designees whose activities have been in contravention of the Code of Professional Responsibility.
  • Periodically report to the AFB on the operations of the Board;
  • Adopt amendments to the Disciplinary Procedures; and
  • Adopt such other rules or procedures as may be necessary or appropriate to govern the internal operations of the Board.

Disciplinary Options and Actions

The Board investigates the complaint to determine if the Professional Code has been violated by the member.  The Board has the authority to dismiss the complaint with no further action; make procedural and administrative recommendations to the member; temporarily suspend members and their use of the designation or certification; or to permanently revoke membership and use of the designation or certification.  The determinations of the Board of Standards are final and the Board Members are indemnified from any retaliatory actions

AFB Members of the Board of Standards

The AFB Board of Standards, (‘BOS’ or the ‘Board’) was established to review and resolve complaints lodged against Certified Professional Consultants on Aging (CPCAs) for alleged violations of the Code of Professional Responsibility (‘Code’) in the conduct of their business.

Collectively, the Board’s professional expertise spans the health, social, financial and legal industries. To read the Board Members Bios, click here.

AFB Board Nominations – If you know of an individual whose professional qualifications and commitment to ethical conduct make them a viable candidate to serve on the AFB Board of Standards – or if you’re that candidate – please contact AFB for a nomination form.

Please call 604-542-9471 if you have any questions about the AFB Board.

For Compliance Officers: Everything You Want To Know

If your company offers products that may be sold to older adults, it’s important that your personnel be fully informed about the special challenges of working with aging clients. That way, they can help older adults make choices that are in their best interests and take into account the health, financial and social issues that shape maturing persons’ lives.

Although it’s very likely that your personnel have a thorough understanding of your products, they probably have less understanding of the special needs of their older clients. It is this gap that can cause so many compliance problems. The CPCA education is geared toward eliminating that gap. To learn more about our designation, Click Here.

For Provincial/Federal Agencies: Information About The Designation

Age-Friendly Business® endorses, supports and assists provincial and federal regulators to ensure that all CPCAs conduct themselves truthfully, ethically and professionally. We work with regulators to ensure that CPCAs follow all regulations and live up to the CPCA Code of Professional Responsibility as well.

If you have a question about a specific CPCA or someone purporting to be a CPCA, please call. You’ll have our full cooperation.

We have important information about Age-Friendly Business®, its curriculum and faculty, its designation and its CPCA designees in this website. If we have missed a question you have, please call us at 604-542-9471. We invite regulators to audit our class, which is the culmination of the CPCA designation training. Call for more information.

The Disciplinary Procedures

Introduction

The Age Friendly Business, International® (AFB®) Code of Professional Responsibility (the Code), which establishes the minimum standards of acceptable professional behavior for individuals who are entitled to use the designation Certified Professional Consultant on Aging® (CPCA®). A CPCA designee’s use of the designation is a proclamation to the public that: the CPCA designee is a person to whom members of the public can entrust their affairs with confidence, and who will be true to that trust; the designee will hold inviolate the confidences of the client; and the designee will competently and promptly fulfill all responsibilities owed to the client. In order to maintain high standards of professional conduct, those designees who have demonstrated that they are unable, or are likely to be unable, to discharge their professional responsibilities shall be subject to appropriate disciplinary procedures. Adherence to the Code is mandatory for all CPCA designees and its provisions will be strictly enforced.

The Board of Standards

The AFB Board of Standards (the Board) is an independent panel, of at least three Members, charged with the duty of investigating, reviewing and recommending appropriate action with respect to a CPCA designee’s alleged violations of the Code. The Board has original jurisdiction over all such disciplinary matters and procedures. The Board is appointed by the AFB and is paid for time spent in the investigation, review and recommendation processes.

The Board is authorized to:

  1. Maintain the integrity of the CPCA designation by reviewing and investigating complaints against CPCA designees and, where appropriate, implementing penalties against those designees whose activities have been in contravention of the Code of Professional Responsibility.
  2. Periodically report to the AFB on the operations of the Board;
  3. Adopt amendments to the Disciplinary Procedures; and
  4. Adopt such other rules or procedures as may be necessary or appropriate to govern the internal operations of the Board.

Initiation of a Disciplinary Procedure

The disciplinary process is initiated by the filing of a complaint; anyone may file a complaint against a designee, including another designee, an allied professional, a client, a prospective client or any other third party, including the AFB itself.

The complaint is filed with the Board, concurrent with notification to the AFB. Upon receipt of a complaint, the Board will promptly notify the designee, by courier or registered mail, of the specifics of the complaint and request that the designee reply to the complaint within fifteen (15) days.

At the next meeting of the Board (in person or via teleconference), after the 15 days have elapsed, the Board will determine, in view of the filings, whether the allegations are sufficient to support a possible finding of ethical misconduct. If so, an investigation will be scheduled for the taking of evidence.

At the conclusion of the investigation and fact-finding process:

  1. If the Board finds that the evidence is insufficient to support the allegations of misconduct, the complaint will be dismissed.
  2. If the Board finds that the evidence is sufficient to support the allegations of misconduct, the Board shall notify the AFB of the appropriate disciplinary action to be taken. It is the further responsibility of the Board to ensure that the prescribed disciplinary measures have been implemented by the AFB.

In either event, both the complainant and the designee shall be notified, in writing, of the Board’s decision and recommendation, at the earliest possible date.

The Investigation and Fact-finding Process

The fact-finding process will be conducted by a Hearing Officer, who shall be a Member of the Board of Standards, appointed by the Board as a whole to assume the role of Hearing Officer on a case-by-case basis.

The Hearing Officer’s role is to gather sufficient information (from the complainant, the CPCA designee involved in the complaint, and any relevant third parties) to determine whether there has been a possible violation of the Code of Professional Responsibility.

Information may be gathered by written query and response, email query and response, telephone interview, or face-to-face interview, as is appropriate on a case-by-case basis. Either the complainant or the CPCA designee may request that third parties be involved in the fact-finding process and such request shall be followed up by the Hearing Officer. Where appropriate, the Hearing Officer may re-interview either the complainant or the CPCA designee, or both, to seek clarification or rebuttal of information provided throughout the fact-finding process.

There are no rules of evidence for the fact-finding process.

Throughout the fact-finding process, the Hearing Officer shall report to the other Members of the Board on an ongoing basis and solicit their input with regard to the ongoing investigation.

At the conclusion of the investigation and fact-finding process, the Hearing Officer shall submit to the Board, within ten (10) days, his or her findings of fact and conclusions as to whether there was a violation of the Code. If the Hearing Officer concludes that there was a violation of the Code, he or she should recommend a penalty to be imposed on the CPCA designee.

If the Hearing Officer finds and concludes that there was no violation of the Code, the complaint shall be dismissed and the parties involved in the complaint shall be notified accordingly.

The Board as a whole, after receiving the Hearing Officer’s findings, conclusions, and recommendations shall meet (in person or by teleconference, as is appropriate) and make the final determination as to whether there was a violation of the Code by the CPCA designee and the penalty that is to be assessed. Such determination will be made by majority vote of the Board. If a majority decision cannot be obtained it will be the vote of the Board Chair that shall be decisive.

Penalties

The Board is empowered, in its sole discretion, to impose any of the following terms of discipline upon a designee who has been found guilty of misconduct against the Code of Professional Responsibility:

  1. Private Censure
    In circumstances where it is the determination of the Board that the nature of the designee’s misconduct is insufficient to warrant more serious penalty, or if the Board finds that there are mitigating circumstances, the Board may order private censure of a CPCA designee. That form of censure shall be an unpublished written reproach sent by the Board to a censured designee. A copy of the reproach shall also be filed with the AFB, for future reference. The Board, through the AFB, may choose to publish the case on its website without identifying the parties to the complaint.
  2. Public Censure
    The Board may order that a public letter of censure be issued against a CPCA designee, which letter shall be a publishable written reproach of the designee’s behavior. The details of such reproach shall be publishable on the AFB website.
  3. Suspension
    The Board may order suspension of the right of the designee to use the CPCA designation for a specific period of time, not to exceed five (5) years, for those individuals it deems can be rehabilitated. In the event of a suspension, it shall be standard procedure to publish the fact of suspension together with identification of the CPCA designee on the AFB website, or in other such form of publicity as is selected by the Board. In some cases, where the Board determines that there are extreme mitigating circumstances, it may decide to withhold public notification. A CPCA designee who receives a suspension for a fixed period may apply for reinstatement immediately on the termination of the suspension.

Revocation
The Board may order permanent revocation of a CPCA designee’s right to use the designation. In the event of a permanent revocation, it shall be standard procedure to publish the fact of the revocation, together with identification of the CPCA designee on the AFB website, or in other such form of publicity as is selected by the Board. In some cases, where the Board determines that there are extreme mitigating circumstances, it may decide to withhold public notification. Revocation shall be permanent.

Age-Friendly Business® Members of Board of Standards

Jill Hightower, M.A.

Jill retired as the Executive Director of the B.C. Institute Against Family Violence in 1998. Currently, she is a partner in a small research and educational consulting group with a specific focus on social and health issues affecting older adults. Jill has published and presented her research at North American and European conferences, and in community forums. She is the recipient of the Simon Fraser University Gerontology Research Centre Senior Leadership Award, a member on the United Nations Sub-Committee on Older Women (SCOW) of the NGO Committee on the Status of Women (CSW). Jill is a member of the British Columbia Premiers Advisory Council on Aging and Seniors Issues, a member of the Complaints Committee of the BC College of Psychologists and an active participant in the Seniors Network (SNAG) on the Sunshine Coast.
 

Greg Marchildon, LL.B, PhD

Canada Research Chair in Public Policy and Economic History as well as a Professor at the University of Regina, Dr. Marchildon serves as the Executive Director of the Commission (Chaired by Hon. Roy Romanow, Q.C,) on the Future of Health Care in Canada. Dr. Marchildon was Saskatchewan’s Cabinet Secretary and Deputy Minister to the Premier and advised Cabinet on the establishment of the Fyke Commission on Medicare . From 1994 until 1996, he was as the province’s Deputy Minister of Intergovernmental Affairs. In this capacity, he built up the province’s international relations and trade policy capacity and was a key participant in the early social union negotiations that led to the National Child Benefit and the Social Union Framework Agreement (SUFA) .
 

Robert N. (“Bob”) Ransom

Bob has served the Canadian financial services industry for over 30 years. After leaving law school he worked as a trust officer for 7 years, followed by a 2-year career as a stockbroker and 12 years in head office Advanced Marketing with two Canadian life insurance companies, servicing the marketing, tax and quasi-legal needs of life insurance agents and their clients. For the past 12 years Bob has operated his own consulting firm, working with financial services organizations such as Advocis, the Canadian Securities Institute. The Institute of Canadian Bankers and the Insurance Institute of Canada, in addition to his many years of work with AFB. Bob is the author or co-author of several texts on insurance, estate and financial planning and the Advocis certification course for new life insurance agents, in addition to being a regular lecturer across Canada. In addition to his Bachelor of Arts Degree, Bob has been a CLU, ChFC and CFP Designee.
 

Sandra Eve Roberts, CPCA, Lt. Cdr. (Retd.)

Sandy is a veteran police and military officer, who served for a total of seventeen years. During her military career she held a staff officer position, commanding a field operations team and distinguished herself as an accomplished investigator and operator in the areas of Intelligence and Counter Intelligence, military risk management, security and as a VIP bodyguard.

After retiring from the military with the senior Commissioned officer rank of Lt. Commander, Sandy entered the world of business and exercised her management and operational expertise in the executive management positions of Operations Manager of an Investigation Company, Director of Corporate Communications and Assistant General Manager of a Warehouse Company, Director of Corporate Operations for the Canadian Academy of Senior Advisors (CASA) and Business Development Manager for a Security Company.

Sandy Roberts has conducted training courses and presented seminars to both the public and private sector. Sandy taught operational intelligence and counter intelligence trade craft to military field operators, lectured at the East London Technical College on Mechanised Accounting and has conducted seminars on interpersonal skills and Management, concentrating on teaching the art of Kinesics.

Filing a Complaint

Filing a Complaint with the Age-Friendly Business® Board of Standards

The AFB Board of Standards requires that all complaints be filed by using the AFB Board Complaint Form. No unsigned or anonymous complaints are accepted by the Board. Complaints and any materials in support of them are to be forwarded to the Board. There are multiple ways that you can contact us:

Call us toll-free at 1-877-272-7575

Write us at:
Suite #441
130 – 1959 152 Street
Surrey, BC
V5A 0C4

Email Us: board@agefriendlybusiness.com

Any person who files a complaint against a CPCA becomes the “complainant” for that complaint case. No complainants can be anonymous. A complete copy of all the materials furnished by the complainant is provided to the CPCA against whom the complaint is being made.

Complainants should assemble as much physical documentation as possible to support their version of events when sending a complaint to the Board.

All complaints must be filed using the AFB Board Complaint Form. However, for general questions, please use the email identified above.

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