Telephony (Clock In/Out/Lateness)

on.seniorcaremanhattan.com

3 Areas we are tracking:

1. O/N violations: CGS on overnights to clock in hourly
2. Start time violations: CGS to arrive at scheduled time/ CGS to clock in at scheduled time
3. End time violations: CGS to clock out at scheduled time

E / P / Logic/ EMF Reminder/ Refresher for CG to fill out

Shortcut to Recordings/ Reminders
  • COPY AND PASTE

    (*) Telephony (Clock In/Out/Lateness)

    http://www.emailmeform.com/builder/form/d1s1MeH6O967C3N

    I am about to do the overnight report for last night
  • - Please click Edit for this form (scroll up)

    - In the box below where it says (*)
    EXCEPTIONS, please make sure in the instructions for users box (below the actual box where you add the names), you keep an updated list of those clients with exceptions (with date where it says
    UPDATED BY MAX LAST ON [DATE])
  • Go to (*) EXCEPTIONS section and always copy and paste the List of Exception Clients and plug it in the box to fill out below
  • List of Exception Clients and the exceptions to this rule (and why)

    UPDATED BY MAX LAST ON [03/03/2019]

    Here is the active list of clients in facilities as of today:

    Here is the active list of clients in facilities as of today:

    Hartman, Ruth Atria Residential Living
    Keating, John Atria Residential Living
    Siegel, Leonard UES Rehab
    Sahlman, Sondra UES Rehab

    Other Clients
    (*) Cornelia Bregman - Does not let CG use her phone
    (*) Smith, Abby - Client does not let cg use her phone ( recording conversations )


  • COPY AND PASTE

    (*) Exceptions list for using house phone

    [copy and paste from above]

    CMS, lets find a way to fix this and shorten this list?
  • I. OVERNIGHT VIOLATORS

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  • / /
    ALWAYS ANALYZE THE DAY BEFORE, DO NOT LOOK AT TODAY
  • This day was last night's day of the week, not the morning after
  • - Click link, run report.
    - Scroll down to the bottom and read how many rows.
  • - Review the list
    - Review the schedule for each one (not all clients on the list have O/N services every night)
    - Go to CC Dashboard/Daly Client Live View.
    - How many had one for last night?
  • Search by client and click update
    Search by CG phone number only if client is in the hospital.
  • DEFINITIONS OF VIOLATORS

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  • This means that after the first clock in (beginning of their shift), there must be a clock in every 60 minutes.

    If anyone does not clock in every 60 minutes they are a violator.

    If anyone does not clock in after 90 minutes, they are a Major Violator.
  • DEALING WITH THE VIOLATORS

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  • 1. Add name of the CG
    2. Call CG using Switch.co and click so you record all calls
    3. Make a note regarding the call

    Ex: Evril Munroe (MS called her and reviewed how she can program he phone to ring every hour on vibrate to remind her)
  • 1) Unique call is an active call with a person (as opposed to a VM or a missed call)

    2) You get call history on Switch by going to the app then Calls and Voicemails and then Calls

    3) Check for yesterday and document how many calls were made (if Max didnt work yesterday, Max should put here how many calls on the last business day he worked)
  • Before doing so, tell the CG "Hi, this is Maximo on a recorded line" and if they ask you why you are recording the call, tell them that the owners of the company are asking you to
  • 1. Give 15 min window.
    2. Type in client /caregiver name.
  • 1. Type in client/CG and clock-in times MISSED.
  • Copy and paste

    (*) MAJOR VIOLATORS OF OVERNIGHT CLOCK INS

    [List from above]
  • - Go to CC
    - Click Activity then Make a Note
    - Relates to = Name of CG
    - Tags = Clock-in O/N Violation - Major
    - Description must say (copy and paste the following): [Date], CG was O/N Major Violator (more than 90 minutes passed) with [Name of Client]
  • 1. Type in client name and click update
    2. List Client/CG clock-in times MISSED.
  • Copy and paste

    (*) CRITICAL VIOLATORS OF CLOCK INS

    [List from above]
  • - Go to CC
    - Click Activity then Make a Note
    - Relates to = Name of CG
    - Tags = Clock-in O/N Violation - Critical
    - Description must say (copy and paste the following): [Date], CG was O/N Critical Violator (more than 6 times missed in a 12 hour period) with [Name of Client]
  • PLEASE LIST ALL THE PEOPLE YOU SPOKE WITH AND MENTION WHAT THEIR RESPONSE WAS (WERE THEY OFFENDED, DEFENSIVE, UPSET OR COOPERATIVE)

    1. If the Major/Critical Violator is working the night after they committed the violation, then don't call until 3 hours before their shift starts tonight.
    2. If they are not working tonight, call them at any time
    3. Call them (talk live or leave VM)
    - First ask them if they had trouble clocking in
    - Ask how many times do they think they clocked in
    - Explain what the records state
    - Explain that we are audited and need to prove they are awake and this is the only way
    - Explain this is a major HR issue and that it can affect the agency, the patient and them.
    - Remind them to take their cell phone, learn to use the alarm and to put hourly alarms.
  • Copy and paste

    (*) Phone Calls made

    [List from above]
  • 1. Complete every Monday with the names of the Caregivers who are consistent Major (M) or Critical (C) Violators.
    2. Send an email to HR with the list of Consistent M and C Violators.
  • 1. Complete every Monday with the names of the Caregivers who
    2. Send an email to HR with the name/s of CGiver who has outstanding compliance.
  • 1. Who is not able to clock in for shifts due to clock in issues
    2. Max is to ask Jasmyn what she thinks the issues are (the time the CG attempts to clock in is crucial and so viewing the telephony logs at tht time is crucial
    3. Max views telephony logs and tries to figure out why and then calls CG
  • II. Late Clockins Review (Max only)

    ***********************
  • / /
  • Step 1. Open report

    Step 2. Date range should be the date you are analyzing (both dates should be the date you are analyzing)

    Step 3. Sort by Client

    Step 4. Realize that any Scheduled Clock In that says 12am is not a real shift but a livein or overnight that is shifting over so please ignore it
  • (*) Scheduled Clock-Ins = the time they are supposed to arrive

    (*) Actual Clock-Ins = the time they actually end up clocking in (or office clocks them in)

    (*) Office Clock-Ins = the time the office stamps them in for payroll and billing purposes
  • Format: Mame Faye/ Levinson - clocked in 30 minutes late
  • - Go to CC
    - Click Activity then New task
    - Assignee = Gabriela Rojas and Natasha Enam
    - Relates to = Name of CG
    - Tags = HR Incident: Lateness (Punctuality Violation)
    - Description must say (copy and paste the following): [Date], CG was late by [describe how late]
  • III. Missed Clockouts Review (Max only)

    ***********************
  • / /
  • Example of how to present the info below

    (*) Name of CG/ Confirm what contact was made with CG/ Reason why clockout didnt take place/ Confirmation that CG understands they need to clock out at end of shift

    (*) Janice Samuels/ Max spoke to her/ the reason she didnt clock out is that she forgot/ she confirmed she understands the importance of clocking out
  • 1. Click here for list of CGs who did not clock out
    2. Click Missed Clock out and then Apply
    3. For each CG on this list, go to the Monthly CC schedule and also go to the telephony logs and (i) confirm they worked that day from the CC schedule and then (ii) check to see why they didnt clock out
    4. Call the CG and let them know they need to clock out at the end of their shift
  • 1. Click here to send mass email
    2. Click Send a Message
    3. Choose Email and SMS
    4. Subject = You did not clock out yesterday
    5. Message = Please note that you did not clock out yesterday. Please note that failure to clock out presumes that you left early from your shift. If you are not able to clock out, you need to call me and explain why. This is very important as it is my responsibility to clock you out for payroll purposes