Telephony Training Packet

This packet contains three documents to help your office staff and caregivers learn
about WellSky Personal Care’s Telephony System and ensure that everyone in your
agency is ready to use Telephony on your launch date.

1. Telephony Training Guide

The best way to familiarize your caregivers with Telephony is to hold an
in-house training. This document provides an overview of Telephony for
WellSky Personal Care users in your office. Print it and pass it out to your
office staff for them to use as a reference when you go live and use it as a
guide for holding a caregiver training.

2. Telephony Handout
This is a handout with instructions and tips for your caregivers to take
home after the in-house training. Before printing out and distributing this to
your caregivers, enter your agency’s Telephony number and Go-Live date,
and check off the appropriate boxes indicating which phones are
permissible to clock-in/out from and who hears the comments they leave
over Telephony when clocking out. Not holding an in-office training? This
is a great resource to email or mail to caregivers to help prepare them for
your launch.

3. Telephony Setup Checklist

There’s a lot to do in order to prepare for a smooth Telephony launch! This
checklist reviews key items that should be completed before your launch
date. Use this checklist to make sure that you’ve completed each step
necessary to launch Telephony, and as a final review to make sure that
you are ready for launch.

Have any additional questions about Telephony? You can learn more about WellSky Personal Care’s
Telephony in our online Community. To access our Community, hover your mouse over the ‘Need
Help?’ tab in the upper right-hand corner of your WellSky Personal Care site and click on ‘Consult our
Community.’

Thank you for choosing WellSky Personal Care!

(800) 449-0645 | wellsky.com/personal-care

 Telephony Training Guide

What is Telephony?
Telephony is the system your caregivers will use to clock in and out of their shifts. Through
Telephony, caregivers can listen to their tasks for shifts, record any mileage accrued during the shift,
and record comments. It is important that your caregivers are well trained in the use of Telephony
before your go-live date with WellSky Personal Care to ensure a smooth launch day.

What do caregivers need to know before you go-live?

1. What phone number do caregivers call to clock in and out? Your agency has a unique
phone number that caregivers will always call to clock in and out. This number can be found in
the top right corner of your Telephony Logs in WellSky Personal Care.
*TIP: WellSky Personal Care’s Caregiver Name Tags each print with your Telephony number
on the back.
2. What phone can caregivers use to clock in and out? You can configure your Telephony
settings in the Agency Settings portion of your WellSky Personal Care site under the section
titled Clock-ins, Clock-outs, and Alerts. Many agencies restrict caregivers to call from the
client’s home phone only, but there may be circumstances where your agency has deemed it
appropriate to allow caregivers to use their personal mobile phones.
3. How early can a caregiver clock in for a shift? This setting can also be configured in your
Clock-ins, Clock-outs, and Alerts section. If a caregiver attempts to clock in before the
permitted time, they will be told that there is not an available shift.
4. Who hears the comments caregivers leave on Telephony? Towards the end of the call,
Telephony will prompt caregivers to press 8 if they would like to leave a general comment or
change in condition. These comments are always logged in WellSky Personal Care for
administrators to listen to. However, agencies can also allow for the next caregiver and/or the
client’s family members to hear these comments. These comments are a great way to ensure
that everyone is well informed of the client’s condition and that the appropriate care is
provided. You can configure who can listen to caregiver comments left via Telephony in the
Clock-ins, Clock-outs, and Alerts section of your site’s Agency Settings.

What does Telephony sound like?

Play Video at:
https://knowledge.wellsky.com/knowledge/personalcare/Personal%20Care%20University/Vide
os/Video%20Caregiver%20Intro%20to%20Telephony.htm
*TIP: For additional training, set up a dummy shift to clock in and clock out during this training.

(800) 449-0645 | wellsky.com/personal-care

 Telephony Training Guide (cont.)

Tips on Avoiding Common Clock-in and out Mistakes

Share these three tips with your caregivers to help answer common Telephony questions and avoid
mistakes when first using WellSky Personal Care’s Telephony.

Tip #1: Be sure to clock in within the clock-in window.

If a caregiver calls to clock in and the system says there are no available shifts for that client, have
the caregivers ask themselves the following questions:
• Am I clocking in too early? If yes, wait the appropriate number of minutes and then call back.
• Am I clocking in from the correct phone? (Are the caregivers allowed to use their mobile
phones or do they have to use the client’s home phone?)
• If the caregiver is clocking in from the correct phone in the permissible time window, they
should call the office to verify there is indeed a scheduled shift. The office should verify that the
phone number the caregiver is calling from is correctly entered into WellSky Personal Care so
Telephony can recognize it.

Tip #2: Make sure that you clock in from the right phone.
If a caregiver attempts to clock in or out from an unauthorized phone, Telephony will inform them that
the number they are calling from is not a recognized number.
• If they are calling from their mobile phone – is this permitted?
• If they are calling from the client’s phone and hear this message, they should call the office
using that same phone so the office can confirm that the number is saved correctly.

Tip #3: Be sure to wait for confirmation that you have been successfully clocked out.
Telephony will not clock out your caregivers unless they wait to hear the system confirm they have
successfully clocked out. Therefore, if they hang up immediately after pressing 9, their shifts will still
appear as yellow, indicating the shift is still in progress. Let them know they must wait for, “You have
been clocked out of the home of [client’s name]. Goodbye!” before hanging up the phone.

(800) 449-0645 | wellsky.com/personal-care

 Telephony Handout

What is Telephony?
Telephony is your new time-tracking system. It allows you to clock in and out of your shifts
over the phone.

Date Telephony starts: Clock in using:

Client’s home phone
Number to call: My cell phone
Any phone
Internet (using Caregiver Portal)

If you try to clock in from a phone that is not permitted, Telephony will tell you they do not recognize
the number and you will not be clocked in.

Clock in no more than minutes before your shift.

If you try to clock in earlier than that, Telephony will say there is not an available shift for you
at this time.

Clocking In: Clocking Out:

Step 1: Call Telephony when you arrive at the Step 1: When your shift is complete, call
client’s home. If there is more than Telephony to be asked to update the
one shift for the day, you will be asked status of tasks assigned to you. Press
to select the appropriate shift. 1 to mark a task as complete, 2 for
incomplete. If you mark a task as
For example:
incomplete, you will be asked to
“We found several available shifts for
record a reason.
Joe Smith. Press 1 if you are Jennifer
Caregiver and are clocking out of the Step 2: If necessary, press 8 to leave a
X shift. Press 2 if you are Ronald general comment or change in
Caregiver and are clocking in for condition. Once all tasks have been
the Y shift.” updated you will have the option to
press 9 to clock out.
Step 2: Upon clocking in you will hear the
list of your tasks – listen and then
hang up.

Agency Name | Address | Phone Number | Website Address

 Telephony Handout (cont.)

Important things to remember:

Clock in on time: Listen to your tasks:

If Telephony says there are no available shifts After you have successfully clocked in,
for you at this time, look at what time it is and Telephony will read you the tasks you must
call back when you are in the permitted time complete during the shift. When you call back
window. to clock out, you are required to report if each
task was completed or not.
Check the phone you are allowed to clock
in from: Clock out correctly:
If Telephony says you are calling from a non- You need to hear “You have been clocked out
recognized number, make sure you are using of the home of [client’s name]. Goodbye!”
the correct phone. For example, if you are before hanging up the phone.
calling from your cell phone, did your manager
say this was allowed?

Agency Name | Address | Phone Number | Website Address

 Telephony Setup Checklist

To ensure you and your staff are ready to use Telephony on your launch date, use this checklist to
verify you have completed all the necessary steps:

Setti Clock-ins/Clock-outs and Alerts are properly set up

ngs Family room options are checked
Ad-Hoc Shifts are checked
Rounding is checked

For Office Staff know how to assign tasks

Offic Office Staff know where the Telephony log is
e
Staff Office Staff know how to trouble shoot if a caregiver can’t clock in
Office Staff know how to change Telephony Settings
Office Staff have read “Getting Started with Telephony” Article:
• https://knowledge.wellsky.com/knowledge/personalcare/Telephony%20Aler
ts%20Messaging/Telephony/Getting%20Started%20with%20Telephony.ht
m?community=ClearCare

For Caregivers know your agency’s Telephony Number

Care
Caregivers know the day to start using Telephony
giver (your go-live date)
s
Caregivers know which phone number they are allowed
to clock in/out from
• Clients’ phones, mobile phones, web portal and/or any phone
Caregivers know how early they are able to clock in
Caregivers know who is hearing their comments left on Telephony
• Agency admins, family members and/or the next Caregiver
Caregivers know when they should hang up after clocking out

Completed By:

(800) 449-0645 | wellsky.com/personal-care