To add a new Helper (support worker or care provider) in Lookout you will need to go through the following steps to have them onboarded and ready to schedule services for your Members.
Adding a New Helper
Sign in to your Admin Account with Workforce access.
Select Helpers on the left-hand side menu bar, under Rostering
Click the button
to add a New Helper
Enter the Helper's name in the search bar. Link an existing profile by selecting from the search results, or add a new profile if needed.
Complete the details related to the helper, including their engagement type (contractor or employee), the communities they can service, and their role as a Helper, Clinician, and/or Supplier.
Once you have filled out the required fields, you can navigate to the Helper's profile by looking them up from the Helpers page.
Profiles are essential in storing user contact details and role management. Each user profile can be assigned one or more roles simultaneously. For instance, a user may be designated as a helper, a member, an authorised representative, a sharer, or any combination thereof. This flexibility ensures that users can fulfil various functions within the platform if applicable.
Inviting a Helper to the Care Worker App
Once the Helper's Profile has been set up, you can invite the helper to use the Care Worker app (mobile). This can be done through:
Helper's Page - a warning flag that the helper does not have access to their account yet will appear on the Helper's page with a prompt to 'Invite Helper'.
Helper's User Profile - open the helper's profile via Profile search and click the 'Send invitation email' button. You can also resend an invite using this method.
Editing a Helper's Profile
In the Helpers profile section, you can access the Settings Cog to modify the profile and edit any information related to the Helper role. However, please note that only an administrator staff member with Workforce access has the authority to make these edits.
Personal details
Roles
Services
Availability
Availability rules
Matching preferences
Matching
Business Information
Products & prices
Adding Products & Prices to a Helper's Profile
From the Dashboard page within the Helper's profile, you can assign the specific Products & Prices that the Helper will offer. These selections are linked to the Rates you've set up in your instance. Additionally, you can access this feature through the Settings Cog under "Products & Prices."
Lookout offers the capability to customize pricing based on the engagement status of the Helper. This feature enables organizations to apply a percentage platform fee if the Helper is a contractor rather than an employee. You can adjust this setting when configuring your rates.
Adding Verifications to a Helper Profile
Helper Verifications enable us to monitor which Care Workers (Helpers) qualify to be assigned to specific Members. Follow these steps to add Verifications and File Types to a Helper's profile:
Navigate to the Verifications section of the Helper/Care Worker in the admin area.
Add the necessary Verifications and File Types by clicking
Note: Ensure you have already configured the File Types and Verifications by adding them to the instance. The Verifications access role is required to manage helper verifications.
Once you've added the Verifications and File types to the Helper's profile, the Care Team can easily monitor and keep track of verification status and expiration dates using the 'Helper Verifications (next 90 days)' dashboard. This can be a helpful tool for ensuring workforce compliance.
Admin staff can only view Helper Verifications (next 90 days) status in their dashboard for helpers within the Community where that admin staff is included.
Archiving a Helper
To archive a helper profile, open the helper's page and navigate to the red Danger Zone section within their Dashboard.
Archiving a Helper hides them from searches and reports but does not automatically cancel their scheduled visits.
If a helper is leaving your organisation, here are a few steps to consider before archiving their profile:
Review Scheduled Visits:
Check the Helper's Roster for any scheduled visits after their departure date.
Cancel, reassign, or leave visits vacant for when they go.
You can do this by:
Editing the schedule rule on the Member's page to assign a new helper (or mark visits vacant) and update the start date to after the helper leaves.
Bulk editing visits in the helper's Roster using List View for exceptional visits.
Archive the Helper:
Archive the helper's profile after their final date.
Disable Lookout Access:
Access the helper's User Profile either through Profile Search or by clicking the 'Profile' button in their Dashboard.
Under the Login management section, click the 'Disable user' button. You need a Login Management access role to disable a user.
What if an archived helper rejoins our organisation?
You can unarchive their helper page and enable their user profile again if the email address remains the same. Otherwise, a new profile and helper page will have to be created.