Caregiver Callouts

A “callout” occurs when a caregiver was scheduled for a shift and was unable to work that shift, because they called out by notifying the agency staff prior to the start of the shift. This could mean that they called out due to illness or another reason, like family emergency, etc. 

Because clients rely on the care that is provided, CareCrown provides a way to incentivize caregivers to limit the number of callouts by having a caregiver’s Care Champion monthly challenge progress reset to ZERO anytime a callout occurs.

For a shift in Rosemark to be considered a “callout”, the shift status must be changed to the status of Employee Cancelled. (See images below) If the caregiver provides the agency with enough advance notice, however, then the shift status should be changed to ‘Employee canceled with notice’. This will NOT produce a callout.

Caregiver callouts are reported in the CareCrown Pro dashboard. The monthly total number is displayed, as well as reports that show the number of callouts by individual caregivers, and the specific shifts. (See images below)

**If the status of a shift is changed to “Employee Cancelled” within a 48 hour window of the shift, it is sent to CareCrown as a “callout”. If this 48-hour window crosses a month boundary, the callout event will only be sent if it is for the current month.