Overview
Caregivers have their own web app. In it, they can browse open shifts that fit their profile and request them with a single tap. Their requests show up as new interest in your Admin dashboard.
This means caregivers no longer need to call you to ask for work. This article explains what caregivers see in the app and what to do when a caregiver calls you anyway.
Part 1: What caregivers see in the app
How a caregiver gets into the app
Each caregiver receives text messages with a link to the app. There is nothing to download. We ask caregivers to save the number as a contact so they can find their way back to the app easily.
Caregivers also get a notification when new shifts open up in their area. Tapping it takes them straight to the open shifts list.
Completing their profile
The first thing a caregiver does is complete their profile. This includes their skills, desired hours, and availability. The system uses this profile to match them to the right shifts. A full profile means better matches and more work.
Profile setup takes three short steps: About you (gender and languages), Travel (how they get to clients, how far they will go, and the tasks they can do), and Finish (whether they want to be notified about matching shifts).
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Browsing and requesting shifts
Once their profile is complete, caregivers see a recommended list of open shifts. Each shift card shows the dates, hours, neighbourhood, travel time from home, care needs, languages, pets, and the coordinator's name. They can select the days they want, or request every day at once.
- Caregivers see details about the client, but not the client's address. This is for privacy.
- Shifts or clients you mark as Do Not Staff do not appear in the caregiver app.
Left: the Open shifts list with a shift card. Middle: the confirmation after the caregiver requests a shift. Right: the Requests tab, where they track the shifts they asked for.
What happens after a caregiver requests a shift
The caregiver sees a confirmation that a coordinator will reach out. The request shows up as new interest in your Admin dashboard.
- 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 interest. This button only appears when you have new interest to review.
- Select the green hand-raised icon on a client to see who is interested.
- Select Assign to give the caregiver the shift, or Decline if they are not a good fit.
- After assigning, call the caregiver to confirm.
Assign or decline quickly. Caregivers want fast answers on shifts they requested, and their availability changes often. Until you reach out, the caregiver only sees "Interested" on their Requests tab.
Part 2: What to do when a caregiver calls you
Caregivers will still call sometimes, whether about a shift they requested or because they are looking for work. Use these steps to help them fast, and use the call to teach them the app.
A caregiver calls looking for work
- Go to the Admin dashboard > Open Shifts.
- In the Employee search field, search for the caregiver's name.
- Review the shifts that appear. These are their top recommended shifts.
- Offer them these shifts over the phone.
- Select Send SMS link to text them a link to the app and those shifts in one step.
A caregiver calls about a shift they already requested
- Go to the Admin dashboard > Open Shifts.
- Search for the caregiver's name in the Employee search field.
- Select the Interested tab to see the shifts they requested.
- Assign or decline the shift while they are on the phone.
A caregiver calls with a Shift Key
- Go to the Admin dashboard > Open Shifts.
- Click +Search shift key
- The caregiver will have a shift key on each of the shifts in their app and this helps you search in the Admin dashboard without compromising the client’s personal information
The Shift ID appears at the bottom of every shift card in the caregiver app.
Search for the shift key and it will pull up the shift the caregiver is referring to in their app
Coach the caregiver while you have them
Every call is a chance to teach the app. Repetition is key. Make sure the caregiver knows to:
- Complete their profile. A full profile means better matches and more work.
- Request shifts in the app. It is faster than calling in.
Good to know
- Caregivers do not see the client's address in the app. Share it only after you assign and confirm the shift.
- Marking a client or shift as Do Not Staff removes it from the caregiver app right away.
- Caregivers are more willing to request shifts 8 or more days away. Encourage them to browse beyond today and tomorrow.
- After you assign a caregiver, you are still responsible for calling them to confirm.
- Caregivers can turn shift notifications on or off in the last step of their profile. If a caregiver says they never hear about new shifts, ask them to open Profile and choose Yes, keep me updated.
- To review new interest as part of your daily routine, see the article on your daily workflow with Carrie.
Troubleshooting
- A caregiver says they never got the link: Search their name on Open Shifts and select Send SMS link to resend it.
- A caregiver can't find a shift you know is open: Check whether the shift or client is marked Do Not Staff. Also check that their profile is complete, since shifts are matched to their skills, hours, and availability.
- A caregiver requested a shift but you don't see it: Make sure your name is selected in the Coordinator filter on Open Shifts, then look for the green hand-raised icon.