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"We don’t have to make sure we’re crossing our T’s and dotting our I’s. "OpenPhone really allows us to focus on what we do, and not be stuck in the details," says Jessie. Instead of copying and pasting or manually typing out these oft-used text messages, Cornerstone Caregiving’s operations team can just push them out to applicants with a couple clicks. Recruiters use saved snippets to follow up with caregiver applicants, making sure they know where and when they’re expected for interviews, and to ensure they remain in compliance with insurance regulations. "One thing that has led to a more productive office is snippets," says Jessie. On the internal communications side, OpenPhone makes it easier to quickly communicate with caregivers and potential new hires. Since calls are recorded, Jessie and her team can also give very specific feedback and make sure care quality remains consistent and high. "It allows for the team to be a lot more cohesive and efficient." Instead of someone having to recollect the call that happened at two in the morning, the person who wasn’t on call can go back and listen to the phone call recording and get filled in on exactly what happened," says Jessie. Plus, team members can always click into any conversation thread to review the complete text and call communication history. All that happens in a shared, virtual environment that lives on everyone’s own devices - no need to pass a physical phone back and forth.Ĭornerstone Caregiving makes use of OpenPhone’s call recording feature to keep everyone in the loop. Other features, like do not disturb and business hours, allow for employees to fully disconnect when not on-call, helping them avoid burnout. Clients can call or text one main number, and have confidence that they’ll reach the right person.
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Shared numbers mean managers can collaborate with one another to provide a higher standard of care to clients. OpenPhone solves all these problems and allows Cornerstone Caregiving to provide a higher level of service. The system also had to be reliable - someone’s care hangs in the balance. They required a platform that supports both incoming and outgoing communications, and offers 24/7 access to multiple team members. Plus, a separate, shared number the office can use to dispatch, schedule, and recruit caregivers. They wanted a main line clients can call or text to request caregiving services. They also needed a business phone system with at least two dedicated numbers for each office. That way, after a call comes in, their office can dispatch a caregiver to the client’s home.
Cornerstone caregiving Offline#
That kept client conversations in context and allowed team members to truly be offline when their shift was over, but it presented some obvious logistical challenges.Ĭornerstone Caregiving realized they needed an always-on solution that allows multiple people to staff a shared phone number in shifts to field client and caregiver texts and calls. Some offices tried to solve these problems by having a physical "on-call" phone that managers would pass off to one another at the end of their shift. Managers would often receive voice and text messages in the middle of the night to their individual phone numbers, instead of those calls going to a shared, main line that everyone could access. When everyone was responsible for their own phone number, it also didn’t allow people to be fully “off” when they weren’t on call. "Things were slipping through the cracks." "Sometimes a client would contact a manager who wasn’t on call or not use the main number," says Jessie.