Overview
Carrie is your AI assistant. Her job is to help you find interested caregivers to fill open shifts. She matches client needs with caregiver preferences, skills, and availability. Then she calls those caregivers to see who is interested and recommends who to assign.
To get the most out of Carrie, log in every morning and do these 5 actions. Aim to end each day with Today's tasks at zero.
Quick Reference
| Action | What to do |
|---|---|
| 1. Update client details | Fill in matching details for each client and save. |
| 2. Mark Do Not Staff | Mark shifts you don't need to fill as Do not staff. |
| 3. Start Carrie | Start Carrie on your Act now and Fill soon shifts. |
| 4. Answer Carrie | Respond when the button says Answer Carrie, then assign. |
| 5. Review new interests | Assign or decline caregiver requests within 24 hours. |
| 6. Educate and encourage caregivers | Educate caregivers to: 1. Complete their profile 2. Use the app to request shifts |
The Open Shifts page. Today's tasks sits above the shift list and shows how many items need you in each action.
Action 1: Update client details
Client details are the matching details for a client, like smoking, pets, and required skills. Carrie uses them to find the right caregivers for each shift.
- Go to the Admin dashboard > Open Shifts.
- Make sure your name and account is selected in the Coordinator filter.
- In Today's tasks, select Update client details. This button only appears when you have client details to complete.
- Fill out the Complete client details section for the client. All fields must be filled out. These details help match the right caregiver, and Carrie uses them when she offers the shift to caregivers.
- Select Save details.
- Once the details are saved, the box disappears and Start Carrie becomes available. You can still edit later by opening the shift and selecting Edit details.
Keep this list at zero as best you can. Better client details mean better matches.
Today's tasks with Update client details highlighted.
The client details box on a shift. Start Carrie stays greyed out until you save all six fields.
Action 2: Mark shifts as Do Not Staff
Some shifts don't need to be filled. Maybe the client is in the hospital, or you already have someone on standby. Marking a shift as Do Not Staff hides it from the caregiver app so no one requests it.
- Go to the Admin dashboard > Open Shifts.
- Select the shift to open the shift details page.
- Select Staff this case. A drop-down appears.
- Select Do not staff this client if you don't want any of their open shifts staffed.
- Select Do not staff specific shifts if you only want certain shifts marked. Follow the steps to pick which shifts.
You can also mark the client as Do not staff from the Open Shifts page by selecting the three dots next to the shift.
The shift details page with the Staff this case drop-down open.
Action 3: Start Carrie on your open shifts
Start Carrie on all your Act now and Fill soon shifts. You can also use her on any other open shift.
- Go to the Admin dashboard > Open Shifts.
- Fill out any client details first. You cannot start Carrie until the details are saved.
- Each shift is labelled Act now, Fill soon, or Upcoming. This shows how urgent it is.
- Select Start Carrie on a shift.
Start Carrie is available on every shift once client details are saved.
Here is what Carrie does next:
- She checks for existing interest she has already collected. If a good match already raised their hand, she recommends assigning them.
- If no one has raised their hand, she starts calling the best matched caregivers. She can call up to 50 caregivers in one session.
- If you have a specific caregiver in mind, ask Carrie to call that person for you.
- You can also ask Carrie to make more calls, even after she has stopped.
Left: Carrie plans her next steps the moment you start her. Right: a broadcast in progress, showing who she is calling and the client details she is using.
What you can say to Carrie
Carrie stops and asks before she does anything big. You answer in plain language in the chat. For example:
- "Start calling now, I want this filled before I go on vacation." — when Carrie asks whether to wait for app interest or start calling.
- "Assign Angela Morris to all 3 shifts." — when Carrie recommends a caregiver.
- "Call 10 more caregivers." — when nobody said yes.
- "Call Maria Santos first." — when you have someone specific in mind.
Carrie asks whether to wait or start calling (left). Jessica replies in the chat, and Carrie starts the broadcast (right).
Action 4: Answer Carrie
When Carrie needs you, the button on the shift changes from Start Carrie to Answer Carrie with a red dot. Respond as quickly as you can so she can keep working.
- Go to the Admin dashboard > Open Shifts.
- Make sure your name and account is selected in the Coordinator filter.
- In Today's tasks, select Answer Carrie to filter to the shifts where Carrie needs your input.
- Select Answer Carrie on the shift. The chat opens.
- Read Carrie's recommendation and reply in the chat with what to do next.
- Assign a caregiver as often as you can. Carrie confirms the assignment and gives you the caregiver's phone number so you can call to confirm.
If Carrie found no one, ask her to call more caregivers.
Answer Carrie in Today's tasks and on a shift. The one-line summary under the button tells you what she needs.
Left: Carrie's recommendation, with her reasoning. Right: after Jessica replies "Assign Angela Morris to all 3 shifts," Carrie confirms the shifts and shares Angela's number.
Action 5: Review new interests
Caregivers request shifts in their app. Each request shows up as new interest in your Admin dashboard. Review new interest every day, within 24 hours of it coming in.
- Go to the Admin dashboard > Open Shifts.
- Make sure your name and account is selected in the Coordinator filter.
- In Today's tasks, select Review new interests. This filters to the shifts that have new interest to review.
- Select the green hand-raised icon on a shift. It takes you to the Engagement section for that shift.
- Review the caregivers under Expressed interest. Hover over the fraction to see when they submitted and which shifts they want.
- Select Assign to give the caregiver the shift, or Decline if they are not a good fit.
- After assigning, always call the caregiver to confirm.
Review new interests in Today's tasks, and the green hand-raised icon on a shift with new interest.
The Expressed interest list. The tooltip shows when the caregiver submitted and which shift they want; Assign and Decline sit on the right.
Good to know
- Review interest on shifts beyond today and tomorrow. Caregivers are more willing to request shifts 8 or more days away. Filling those early is how you reduce last-minute scrambling.
- Caregivers want quick answers. Their availability changes often, so a fast assign or decline keeps them engaged.
- Shifts marked Do Not Staff do not appear in the caregiver app.
- You can start Carrie on any of your shifts. We recommend always using Carrie for your Act now and Fill soon shifts. It is up to you whether to use Carrie for Upcoming shifts.
- Every shift has a Shift Key (for example, 789MXB). Caregivers see it in their app too, so you can ask for it on the phone and search it on Open Shifts.