Table of Contents
Telephony is a attendance system that revolves around calling a phone number and following prompts to clock in, enter task information, and clock out.
The typical use pattern begins by having the caregiver calling the agency specific phone number and enter their caregiver number. They will then be prompted to enter if they are clocking in, clocking out, or checking in. Regardless of the option picked they will then be prompted to enter the client number.
For clock ins and check ins this is all of the information that is needed. However, the clock out routine will depend on the agency. Some agencies may use care plans, and if it applies to the client in question the telephony system will ask them to enter task information. There are two ways to enter tasks via telephony, Task Prompting and Task Entry, both options are outlined in detail below. After entering task information the system will ask them to confirm the tasks are entered correctly. Once acknowledged if the agency gives the option caregivers will be prompted to leave an optional voicemail.
Task Prompting
Task Prompting is when the telephony system reads the task list to the caregiver and over the phone and asks them to press a button to indicate the status of the task, 1 for yes, 2 for no, and 3 for refused.
- Task prompting is used by most agencies.
- Task prompting is slower than task entry but is more accurate.
- Caregivers can change a response to a task by pressing the * button.
- The refused option can be enabled or disabled as needed by the Customer Success team.
Task Entry
Task entry is when a caregiver enters task codes to indicate when a task has been completed.
- Task codes are managed by agency staff by going the Configuration menu, and selecting the Skills/Tasks option.
- Using task codes is often faster than using prompting but is more prone to user error.
- Task codes are often used by agencies with staff that speak multiple languages.
Telephony Prompt Tree
Telephony and the RCA
- Many agencies use a combination of Telephony and the Rosemark Caregiver App to ensure they get the best EVV data possible. Both systems can be used interchangeably, meaning if a caregiver clocks in using the RCA they can use telephony to clock out.
- Some programs/waivers have specific EVV requirements, including that a caregiver use the clients phone to clock in and out. This can be managed on a per client basis, for questions please reach out to the Customer Success team.
- Certain Medicaid programs such as Consumer Directed Services (CDS) and Structured Family Care (SFC) do not require a set schedule for clocking in and out. In these instances we encourage agencies to use the RCA over the telephony system. The telephony system uses time ranges for EVV and if the clock in or out is more than four hours from the scheduled start or end time it may not link properly.