Meet your agency's phone assistant

When you call your agency, an AI assistant may answer.

  • It is a computer, not a person.
  • It takes your message and sends it to the office.
  • It can answer simple questions about your shifts.

Actors portray a caregiver and an agency.

Part 1

What you can do

  1. Call out of a shift.

    "I can't make my shift."

    Tell it which shift and why. It will repeat it back to you and send it to the office.

    See how it goes
    You

    I can't make my shift tomorrow.

    Assistant

    I'm sorry to hear that. Which shift is it, and what happened?

    You

    The 8 a.m. visit with Mrs. Lee. I'm sick.

    Assistant

    Okay. You can't make the 8 a.m. visit with Mrs. Lee tomorrow because you're sick. I'll send that to the office now.

    What happens next. The office sees your call-out and works on coverage. You are off the shift once you hear back from them.

  2. Say you are running late.

    "I'm running late."

    Tell it when you'll get there. It lets the office know.

    See how it goes
    You

    I'm running late.

    Assistant

    Thanks for letting us know. Which visit, and when will you get there?

    You

    Mr. Park at 2. I'll be there by 2:20.

    Assistant

    Got it. I'll let the office know you'll reach Mr. Park by 2:20.

    What happens next. The office is told right away. Keep going to the visit.

  3. Ask about your visit.

    "When is my visit today?" or "What's the address?"

    Once it knows who you are, it can tell you your shift times. It can also tell you the client's name and address for your visit.

    See how it goes
    You

    When is my visit today?

    Assistant

    Let me check. Can I get your full name?

    You

    Dana Rivera.

    Assistant

    Thanks, Dana. Your visit is at 10 a.m. with Mrs. Lee at 14 Oak Street.

    What happens next. It only sees your own shifts. It cannot tell you another caregiver's schedule.

  4. Get help with clock-in or clock-out.

    "My clock-in didn't work."

    It writes down the client, the times, and what went wrong. Then it sends that to the office to fix.

    See how it goes
    You

    My clock-in didn't work.

    Assistant

    Sorry about that. Which client, and what time did you arrive?

    You

    Mrs. Lee. I got there at 9:58.

    Assistant

    Okay. I've written down Mrs. Lee, 9:58, and that the clock-in didn't go through. The office will fix the record.

    What happens next. The office fixes the record. Keep the visit going as normal.

  5. Leave a message any time.

    Day or night, every call becomes a ticket. The office can see it and work on it.

    See how it goes
    You

    I want to leave a message for the office.

    Assistant

    Sure. Go ahead.

    You

    I need next Friday off.

    Assistant

    Got it. I've saved your message about next Friday for the office.

    What happens next. Every message becomes a ticket the office sees. They follow up with you.

Part 2

Things it cannot do

  • It cannot add you to a client's schedule. Only the office can, after checking with the client.
  • It cannot tell you another caregiver's schedule or who your relief is.
  • It cannot finish a schedule change while you are on the phone. The office does that.
  • It cannot give medical advice. If someone needs help right now, call 911.
Part 3

When the assistant may call or text you

You call your agency's normal phone number. The assistant may answer.

The assistant may also call you:

  • if you did not clock in for a visit,
  • if you did not clock out after a visit,
  • if there is an open shift, to ask if you can take it.

Some agencies also send texts. You can text back. Your text goes to the office as a ticket.

Every call from the assistant starts by saying its name and your agency's name.

Part 4

How to reach a person

  1. Just say what you need. The assistant will try to help first.

  2. For most needs, it takes a full message and flags it for the office. This covers call-outs, running late, clock fixes, and schedule questions. Asking for a person again will not change that. Clear details help the most.

  3. Some agencies set up a live line for certain times, like a safety emergency. If your agency did, the assistant connects you right away.

  4. After hours, your message goes to the on-call team. Urgent messages alert them right away.

  5. The office gets your message and will follow up.

Part 5

Privacy and recording

You may be talking to an AI, not a person. Some agencies record calls. If yours does, the assistant will say so at the start. You can ask it any time, "Is this call being recorded?" It will tell you.

Part 6

Good to know

  • People think"I told it, so my shift is covered."
    What really happensThe office has your call-out and will work on coverage. You are off the shift once you hear back from them.
  • People think"It said it got my clock-in, so I'm clocked in."
    What really happensThe assistant sends your clock-in details to the office. The office fixes the record.
  • People think"It wouldn't put me through to a person, so no one got my message."
    What really happensEvery call becomes a ticket the office sees. Asking for a person doesn't make it faster. Clear details do.
  • People think"It can tell me who my relief is."
    What really happensIt can't. It only sees your own shifts. It will flag your question to the office as urgent.

The assistant is one more way to reach your agency. Say what you need and give clear details.