Scheduling and Visit Assignments
During your on-call shift, you are ONLY responsible for scheduling and assigning visits that occur during your shift; all other requests and inquiries are the responsibility of the Operations Manager.
Manual visit entry (schedule not submitted through LeashTime)
- Review the client profile to see if keys are already assigned to caregivers. If keys are out, then follow next step.
- If a caregiver with the key can’t take the visit, you could. Or review the availability boards in Monday.com (oncall@doggywalker.com, password: temp01234) for a list of caregivers to ask. While you are reviewing the boards named Trained CGs for Storage Units and any board in the Caregiver Availability folder), also be certain to review client flags in LeashTime to make sure you are assigning appropriate caregivers to the visit (i.e. female only, can give medications, etc.).
- You can ask the caregiver with the key if he/she would take the visit (ideal), look in Monday.com to see who is available, or you can take the visit yourself. In the client account, create a visit schedule from the services tab in the client profile. Select “new one-day schedule” for one visit, or “EZ schedule” for multiple visits (like over the weekend. Be certain to add any fees (like late request fee) and notes as needed to the visit(s). Always save changes!
- Once the visit is scheduled and reviewed, send a confirmation email to the client through the “communication” tab. Select the appropriate date range, then click on the envelope button to open the email window. There is an email template that you can modify for content; the system is coded to pull a calendar showing the visits to embed in the email.
*Remember, any visit scheduled for after 7:30 p.m. will have an automatic $5 surcharge applied, and you must add a late request fee (one time per request).
LeashTime visit scheduling
- Click on the hyperlinked “Schedule” from the queue which opens a popup window. Be certain to check the date(s) to confirm the visits are to occur during your time on-call.
- You may need to review the client’s schedule history to make sure the visit(s) requested are correct for the number of pets, time, etc. Be certain to check for client flags before adding visits to the schedule, specifically the “previous billing concern” flag.
- The interface to add visits from a LeashTime request looks different. You will be presented with a calendar. You must click on the + signs once reviewing the entire schedule is complete before saving changes.
- Follow the visit assignment protocol as listed above.
- Scheduling visits while on-call: for weekday management, if the visit request is made after 2 p.m. for the same day or before 9 a.m. visit the next day, schedule the visit and add a $10 late request fee, find coverage, and assign the visit.
- Scheduling visits while on-call: for weekend management, if a visit request is made after 2 p.m. on Friday for the same day visit or any visit to take place until Monday at 9 a.m., schedule the visit and add a $10 late request fee (only once if multiple visits are requested), find coverage, and assign the visit.
Manual visit cancellation (schedule not submitted through LeashTime)
- If a cancellation request comes through by email or voicemail for a visit occurring while you have the phone, please mark the visit as completed and notify the caregiver. Any cancellation made after 2 p.m. for a visit that day through the following morning at 9 a.m. must be marked completed to ensure the caregiver is paid (for weekday on-call management). Manual visit cancellation (schedule not submitted through LeashTime).
- To mark a visit complete, start from the homepage and expand the caregiver schedule. Click on the magnifying glass for the visit, which will open a pop-up window. At the top of this window, select the “completed” button. Also leave a visit note to indicate when the cancellation was made, by what mode (phone call or email), and your initials. Also, notify the caregiver of the completion.
- If multiple visits are canceled over the weekend, all visits are marked completed.
LeashTime visit cancellation
- Click on the hyperlinked “Cancellation” from the queue which opens a popup window. Follow the visit completion procedure as listed above if cancellation is received after 2 p.m. and before 9 a.m. (weekdays) or after 2 p.m. on Friday and before 9 a.m. on Monday (weekends).