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Requests on the staff app

Accept, schedule or create requests

Table of content

  1. Accept requests
  2. Close requests
  3. Schedule requests
  4. Reassign requests
  5. Create requests 
  6. Request FAQs & Troubleshooting

Accept requests

Power users can view all requests. You are defaulted to view your departments only. Click "Show all requests" to view any open requests across your community. 

  1. A notification will beep on your phone. 
  2. A card will appear with order details and options to accept, video call or send an announcement
  3. Click the check mark to accept. Alexa will alert them that you've accepted the request and remove this from all other staffs queue. 
  4. Once accepted, assist the request or you can schedule for a later date. 
  5. Click the close button to complete the request. 


IMG_C7D0D1F63AEE-1
Checkmark Accept
Minus Reopen
X Close
Horn Send announcement
Video icon Call Alexa
Calendar Schedule request

 

See the Resident Notes section at the bottom.

It's often a quick note about the resident. For example, if you have permission to enter their apartment or if they have a cat. This is not a note about the request. 

Close requests

Click the X button to close the request. The request will stay open and look like the request was never completed. 


Reopen requests

Click the  - (minus) button to reopen a request in the case you can no longer take it. It will re-open the request, and a notification will go out to all staff again on their phones. 

Schedule requests

Add the event to your calendar for a later time or date.

  1. Accept the request
  2. Click the calendar button. 
  3. Click Schedule
  4. Click Send. 

Click the video icon to call the Alexa. The resident will have to say, "Alexa, answer." You can ask what they need or let them know you're on your way. 


Reassign requests

Residents often ask for help to wellness or care, but the request is for another department. If this happens, you can reassign the request by coverting it to an order. 

  1. Long-hold the request header where the department color is displayed.
  2. "Convert request" button will appear. 
  3. Tap this, and you can assign this request to another department.
  4. The request will move from the general or care department to the new department you selected, and only that department staff assigned will receive the alert. 

You can only convert a request made through Alexa. 

Create requests

  1. Open the Staff app 
  2. Click the bell icon top left corner
  3. Select the resident
  4. Select the department
  5. Select the service, enter details and click submit

Make sure Push Notifications are turned on. Enabling notifications allows you to receive an alert for a new request.

#1 way to make a request: Residents say, "Alexa, I need help." 

impact-workshop-basicsTeach residents how to ask by using the "Impact workshop: Requests" from Universal Services in the marketplace. 

Download the guide here!



Request FAQs

  1. I didn't receive an alert. What is wrong? 
    Make sure your notifications are enabled, the correct departments are checked off, and you're "On Break" toggle in the app is turned off. 

  2. What is the "on break" toggle? 
    Turn this on in the Staff app to pause any notifications. You won't receive any department notifications when this setting is turned on. 

  3. Why can't I accept a request? 
    You can only accept requests for your department. Power Users can view all requests across the community. Use the "Show all requests" toggle to turn this on or off. 

 

Request Troubleshooting

Follow these tips to check various issues with requests like a request not showing for a staff member. 

  • Check staff permissions: departments, groups, role. (Do they have their departments on or a group set?)

  • Check resident groups (Are they assigned to a specific group?)
  • Is the On Break toggle on/off? 
  • Does their Staff app display All Requests or just their requests? 
  • Has the request been Accepted or Scheduled?
  • Check the staff web request dashboard and check the date, department, group and staff filters
  • Is there an integration (Rythmos, PalCare, etc.) that are preventing a request to be closed? 
  • Make sure the requests are moved from the Accepted column to the Closed column.
  • Are phone notifications, automatic updates and alert sounds turned on?
  • Is the app and phone up to date? 
  • Is there phone and app connected to Network?
  • Are services enabled and setup?