Handling callouts¶

Goal: "A caregiver just texted that they're sick for tomorrow." Make sure the shift gets covered, even at 2 AM.

Where: Callouts in the sidebar

Quick paths¶

I want to…	Do this
See today's callouts and their status	Callouts → set Start / End date
Log a callout someone phoned in	Callouts → New call out?, or Calendar → click the shift → Call-out?
It wasn't really a callout	Open it → Not a callout?
Fill several shifts from one callout	Open it → Create grouped request
Change how hard CareQB looks for this client	Client profile → Callout finder rule
Let CareQB handle off-hours callouts on its own	Agency Settings → Auto-callout resolution

What CareQB does automatically¶

flowchart LR
  A[Caregiver texts or calls:<br/>"I can't make it tomorrow"] --> B[CareQB detects a possible callout]
  B --> C[Waits a few minutes, then confirms<br/>the shift with the caregiver]
  C --> D{Client's callout<br/>finder rule}
  D -->|Conditional / Critical / Best Match| E[Fill-in request prepared or sent]
  D -->|Decline| F[Callout logged, no search]
  E --> G[Team alerted per notification rules]

Detection: CareQB spots callouts in texts, voicemails, and VoiceAI calls, 24/7.
Validation: after a short delay (1–30 minutes, set by your Admin), CareQB checks which shift is affected and confirms with the caregiver.
Fill-in: depending on your settings, CareQB starts a fill-in request or prepares it for review. With Auto-callout resolution on, it can confirm off-hours callouts (weekends, and before or after business hours) and send requests without waiting for you.
Quiet hours: CareQB still acknowledges callouts overnight, but holds fill-in texts to caregivers until quiet hours end.

The Callouts tab¶

Each callout shows Replacement requested by, the client, the shift, and its status. Open one to:

Read the callout context: the conversation, calls, and what CareQB did.
Confirm seen, so the team knows someone has it.
Reply to the caregiver directly.
View Details to jump into the fill-in request.
Open caregiver calendar or Show shifts to check for other affected shifts.
Create grouped request to cover several shifts. Callout requests can only include one client. To cover shifts across clients, use a grouped request by dates.
Close callout without sending requests? if coverage isn't needed. You can optionally record who filled it.

Client callout finder rules¶

Set on each client's profile (Callout finder rule):

Rule	How CareQB searches
Conditional (default)	Finds a good match, with tighter distance limits and poor-fit caregivers filtered out
Critical	Must be covered. Wider distance limits and less filtering, to reach more caregivers.
Best Match Caregivers	Only caregivers who know the client (3+ shifts in 30 days, or manually marked best match)
Decline	Track the callout, but don't search for a replacement

Also on the client profile: Should we fill call-outs? and Callout alert? (alert the team when a callout is confirmed).