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Offboarding a Helper

This guide explains how to offboard a Helper in Lookout when they leave your organisation - reviewing their visits, reassigning any open tickets, archiving their profile, and removing their access. It also covers reinstating a Helper if they return.

Best practice: Use a ticket template when offboarding a Helper, so all the required steps are completed consistently every time. See our Tickets: Building blocks article for how to set one up.

Before you start

To offboard a Helper, make sure:

  • You are logged into Lookout as a staff member with permission to archive Helpers.
  • You have access to the Helper and the communities their visits sit in.
  • To disable a Helper's Lookout access, you'll need the login management access role.

Important: Archiving a Helper hides them from searches and reports, but it does not automatically cancel their future visits. Always review their roster before completing the offboarding process.

 

The offboarding process at a glance

  1. Review their scheduled visits: Remove the Helper from assigned, recurring, and exceptional visits after their offboarding date.
  2. Reassign any open tickets: Make sure work assigned to them isn't left stuck.
  3. Archive the Helper's profile.
  4. Disable their Lookout access: Removing them from the Lookout Care app.
  5. Reinstate later if needed: Their profile can be restored and updated if they return.

 

Step-by-step instructions

Step 1: Review and update recurring visits

  • From the main navigation menu, click Helpers to open the full list of Helpers.
  • Find the Helper you're after - use the search box to type their name, or narrow the list using the filters.
  • Click the Helper's name to open their profile. This will load their Helper dashboard.
  • On the Helper dashboard, scroll and find the Recurring visits panel.
  • For each recurring visit, decide whether the visit should end entirely or continue for the Member with a different Helper.

 

If the recurring visits should end with the Helper
  • Click the ellipsis (...) button for the rule, then from the small drop-down options menu, click Delete.
  • Confirm your action. The recurring rule is removed from both the Helper's and the Member's roster.

 

If the visits should continue for the Member, but without this Helper
  • On a visit or rule, click the Member's name to open the Member's roster.
  • Click their dashboard tab and find the recurring visit panel.
  • On the rule, select the ellipsis (...) and Edit from the short drop-down options menu.
  • The edit schedule rule page will load. Navigate to the Helper section.
  • Assign a new Helper - or, if a replacement isn't known yet, click the cross to make the visit vacant so it can be filled later (including through opportunities).
  • Under the Date changes apply from section, set the date so the change takes effect after the current Helper leaves.
  • When ready, click the blue Save button in the top-right corner.
  • Repeat for each recurring visit the Helper is on.

vacate a recurring rule

 

Step 2: Review and update exceptional visits

  1. From the main navigation menu, click Helpers to open the full list of Helpers.
  2. Find the Helper you're after - use the search box to type their name, or narrow the list using the filters.
  3. Click the Helper's name to open their profile. This will load their Helper dashboard.
  4. Click the Helper's Roster tab and switch to list view.
  5. Select a date range for visits scheduled after their departure, and search.
  6. Tick the checkbox to select the visits - the bulk actions appear at the bottom.
  7. Use the bulk actions to change status and vacate the visits, leaving them vacant to be filled later.
  8. Confirm to vacate the visits scheduled after the Helper is offboarded.

Once done, there should be no future visits still assigned to the Helper.

bulk vacate visits

Step 3: Archive the Helper's profile

  • Open the Helper's profile and select the Settings tab.
  • In the sidebar, under the Administrator group, select Account.
  • Select Archive.
  • Choose a reason, then select Save.
If the Helper has open tickets 

When you archive a Helper who still has open tickets assigned to them, Lookout flags this so nothing is left unresolved.

  • A warning appears listing the Helper's open tickets before you continue.
  • From here, you can bulk reassign those tickets to another staff member (they'll be notified), or bulk unassign them, before proceeding with archiving.

Top tip: If a Helper was archived before their tickets were reassigned, you can still reassign them - see our Tickets: FAQs article for how (switch the assignee search to "All profiles" to find archived staff, then bulk assign). For more on ticket assignment, see Tickets: Day-to-day use.

 


Once archived, the Helper is hidden from searches and reports, and a banner shows the reason and when it was actioned.


Please note: Account actions (archive, unarchive, deactivate) live in the Helper's Settings, under Administrator → Account. See our Helper Settings article to learn more.

 

Step 4: Disable the Helper's Lookout access

Archiving hides the Helper, but doesn't remove their app access. To do that:

  • From the navigation menu, open Profile Search and locate the Helper.
  • In Login management, select Disable User.
  • Select Confirm.

The Helper can no longer access Lookout or the Care app.

Please note: You'll need the login management access role to disable a user.

disable user

Reinstating a Helper

If a previously archived Helper returns:

  1. From the Helpers menu, open the filters and select Archived, then apply.
  2. Locate the applicable Helper and open their profile.
  3. In Settings → Administrator → Account, select Unarchive.
  4. Update any details as needed.

The Helper is now reinstated.

Top tip: If their Lookout access was disabled, you'll also need to re-enable their user in Login management.

 

What happens next?

After offboarding a Helper:

  • They're hidden from searches and reports, but their record is kept and can be restored.
  • Their future recurring and exceptional visits are vacant (or reassigned) as you set them, ready to be filled.
  • Any open tickets have been reassigned or unassigned, so no work is left stuck with them.
  • With their access disabled, they can no longer log in to Lookout or the Care app.

 

Troubleshooting

I archived the Helper but their future visits are still assigned to them

Archiving doesn't cancel visits. Review the Helper's recurring and exceptional visits and vacate or reassign them (Steps 1 and 2) before or after archiving.


I can't find the archive option on the dashboard

Account actions have moved into the Helper's Settings, under Administrator → Account. 


A warning says the Helper has open tickets

This is expected. Reassign those tickets to someone else, or unassign them, before continuing - you can do this in bulk from the warning.


The Helper was archived before I reassigned their tickets

You can still reassign them. Switch the assignee search to "All profiles" to find archived staff, then use bulk assign. See our Tickets: FAQs article to learn more.


I can't disable the Helper's access

Disabling a user requires the login management access role. Ask an administrator to review your access.



Still need help?

If you're still experiencing issues, please contact our Support Team and include:

  • Screenshots (if possible)

  • The Helper's name

  • The exact steps taken

  • Any error messages received