For organizations using Care Plan 2.0, you can complete required interventions and goals in a visit's service tasks using AlayaCare's phone timekeeping (IVR) feature. Note that only required interventions (interventions that have the Required for Visit Completion setting enabled) and only goals with the Per Visit with Comments progress tracking method enabled will be available through IVR.
Before employees can complete service tasks using IVR, you must ensure that the service tasks reading feature is enabled in Settings>Phone Timekeeping on the web application. To learn more, see How do I configure phone timekeeping (IVR)?
Clock in and go to the service tasks menu
To begin, call your organization's interactive number and enter your 6-8-digit employee ID. You will be taken to the main menu, where you can press 1 to punch in to a visit from your schedule. If you do not have any visits scheduled but are calling from a client's phone number, you can also create an unscheduled visit for that client to clock in to.
Once you are clocked in, you will hear the following option in the main menu: "To listen to your service tasks, press 4."
After pressing 4, you will be taken to the service tasks menu. Note that you may experience a delay of a few seconds while this menu loads. The longer the visit's list of service tasks, the longer the pause will be.
If there are no required service tasks scheduled or remaining for the visit, you will hear the following message: "You have no required service tasks to complete for this visit."
If you do have service tasks remaining for the visit, you can press 1 to hear your service tasks summary, press 2 for your required interventions (if you still have required interventions to complete for the Visit), and press 3 for your required goals (if you still have required goals to complete for the visit). Press * at any time to return to the main menu.
At any point during the call, you can press 0 to speak with a coordinator. This action will transfer you to the transfer number entered for your organization in Settings>Phone Timekeeping on the web application.
If your organization has enabled the Allow Concurrent Clock-In setting in Settings>System Settings, note that you cannot complete Service Tasks using IVR if you are clocked into multiple visits.
Listen to your service tasks summary
If you choose to listen to your service tasks summary, the IVR will read you all the required interventions and goals for the visit and client. For each intervention or goal, the IVR will read the intervention or goal name and state whether it is completed or not completed.
You can press * at any time to return to the service tasks menu.
Complete required interventions
If you press 2 for your required interventions, the IVR will read you all required interventions that are not yet completed or commented on for the client's visit. Note that you can press * at any time to return to the service tasks menu.
To begin, press the correct number to select the intervention you wish to complete or add a comment for.
Once you have selected the correct intervention, you will be asked to press 1 to mark the intervention as completed and 2 to mark it as not completed. If you mark the intervention as incomplete, the comment set as the Default Service Tasks Comment for Tasks Completed over the Phone in Settings>Phone Time Keeping will be added for the intervention.
After making your selection, you will be asked to press 1 to confirm your response and 2 to cancel. There will be a slight delay while your response is recorded.
Once you have marked an intervention as completed or not completed, the IVR will take you back to the service tasks menu. If you have no more remaining service tasks, you will return to the main menu.
Complete require goals
If you press 3 for your required goals, the IVR will read you all goals with the Per Visit with Comments progress tracking method that are not yet completed or commented on for the client's visit. Note that you can press * at any time to return to the service tasks menu.
To begin, press the correct number to select the goal you wish to complete or add a comment for.
Once you have selected the correct goal, you will be asked to press 1 to indicate that the goal is completed and 2 to mark it as not completed. If you mark the goal as incomplete, the comment set as the Default Service Tasks Comment for Tasks Completed over the Phone in Settings>Phone Time Keeping will be added for the goal.
After making your selection, you will be asked to press 1 to confirm your response and 2 to cancel. There will be a slight delay while your response is recorded.
Once you have marked a goal as completed or not completed, the IVR will take you back to the service tasks menu. If you have no more remaining service tasks, you will return to the main menu.
Once you have completed all your required interventions and goals for the visit, you can proceed to punch out of the visit from the main menu. The punch-out option will only become available once there are no more remaining service tasks for the visit.
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