Care workers can use the Phone Timekeeping (IVR) functionality instead of the mobile application for actions such as clocking in and out of Visits, listening to their Schedule, completing Service Tasks, and reporting an Incident.
When calling in, Employees must authenticate themselves by entering their Employee ID followed by the # sign. If an Employee calls from a phone listed on the Client's profile, the IVR will recognize that they are calling in from the Client's home.
AlayaCare's IVR system requires a 4- to 6-digit Employee number to allow Employees to clock in. If you use a Ceridian payroll system that has a 3-digit client identifier, clocking in via IVR may not work.
Incident Reports via IVR are disabled when the Allow Concurrent Clock-In setting in System Settings is enabled. Note that if you are using the Multi Clock-In feature, you will not be able to clock in or out of multiple Visits using IVR.
Configure Phone Timekeeping
Make sure the Feature Flag: Call-In Punch Timekeeping is on.
Administrators can configure an agency's Phone Timekeeping (IVR) Settings from System Settings>Phone Timekeeping.
Use the Main Settings tab to generate an interactive number and enable IVR schedule-reading.
If the schedule-reading feature is enabled, you can also set the time frame for which you wish the IVR to read out an Employee's Schedule.
If your organization has enabled Care Plan 2.0 and wishes to use IVR for completing Service Tasks, you can also enable the Service Tasks reading feature. Once this feature is enabled, you can also set a default comment for Service Tasks that could not be completed.
You can also use these settings to set your default greeting message and enter a Transfer Number that Employees can access at any time on calls to the IVR.
Overview of the IVR Pathway
After calling your organization's interactive number, you will be asked to enter your 4-6-digit Employee ID.
If you are already clocked in to a Visit, the IVR will ask the Employee to punch out. If you are not clocked in to a Visit, you will be taken to the Main Menu.
If you are calling from a number that is listed on the Client's profile, the IVR will detect that you are calling from the Client's phone. If that Client has a scheduled Visit, the IVR will ask the Employee to punch in to the Visit. If no Visits are scheduled, the IVR will ask if the Employee wants to create a Visit. Once the Visit has been created, the Employee can clock in. If the Employee does not want to schedule a Visit, they will be taken to the Main Menu.
Once you reach the Main Menu, you will hear a selection of the following options:
- Listen to your Schedule (press 1)
- Punch in to a Visit from the Client's Location (press 2)
- Punch out of a Visit (press 2)
- Listen to your Service Tasks (press 3)
- Record an Incident Report (press 9)
- Speak to a coordinator (press 0)
1. Listen to your Schedule
This option will be a Main Menu option if you have enabled the schedule-reading feature in Settings>Phone Timekeeping>Main Settings.
The IVR will read all Visits in your Schedule for the time frame set in Settings>Phone Timekeeping>Main Settings.
2. Punch in to a Visit from the Client's Location
You will hear this option upon reaching the Main Menu if you are not already clocked in to a Visit via web or IVR. If you press 2 to punch in, you will then be asked to indicate which Visit in your Schedule you are punching in for.
After punching in, you will be taken back to the Main Menu and will hear new available options.
3. Punch out of a Visit
This option will be available if you are currently clocked in to a Visit. If your organization is using Care Plan 2.0 and has enabled the Service Tasks reading feature in Settings>Phone Timekeeping, the option will be available if you do not have any required Service Tasks remaining for the Visits.
4. Listen to your Service Tasks
This option will be available if your organization has enabled the Service Tasks reading feature in Settings>Phone Timekeeping to use with Care Plan 2.0 and you are clocked in to a Visit that has required Service Tasks that have not yet been completed.
Pressing 3 will take you to the Service Tasks Menu. There will be a slight delay while this menu to load. The longer the Visit's list of Service Tasks, the longer this pause will be.
From the Service Tasks Menu, you can listen to a Summary of your Service Tasks and complete and comment on your required Interventions and Goals. You can also press 9 to record an Incident Report or press 0 to speak with a coordinator at any time. To learn more about completing Service Tasks with IVR, see How do I review/complete my Service Tasks using IVR?
5. Record an Incident Report
This option will always be available in the Main Menu and Service Tasks Menu. After pressing 9, you will be asked to a record a message as the Incident Report.
This report can be accessed in the web application by going to Dashboard>Tickets.
Click View to open the ticket.
Then click the play button to listen to the recording.
6. Speak to a Coordinator
This option can be accessed at any time on the call by pressing 0. This will transfer you to the Transfer Number that was entered in Settings>Phone Timekeeping>Main Settings for your organization.