After-Hours Coverage that never misses a call.

When are you available?

• What hours does your service cover?

  We provide coverage during all after-hours periods — evenings, overnight, weekends, and holidays. Most agencies use us from 5 p.m. to 8 a.m. on weekdays and around the clock on weekends, but we configure coverage windows to match your specific needs.

• Do you cover holidays?

  Yes. We are staffed 365 days a year, including all major holidays. Holiday coverage is included in your plan — there are no surcharges for holiday nights.

• What happens if call volume spikes unexpectedly?

  Our staffing model accounts for volume variability. We do not use a single-agent model — there are always multiple agents available, so a busy night does not mean calls go unanswered.

What happens when someone calls?

• Who actually answers the phone?

  A trained live agent answers every call. We do not use automated systems, voicemail trees, or bots for initial call handling. The caller reaches a real person within 90 seconds on average.

• How do agents know how to handle calls for my agency?

  During onboarding, we build a custom call guide for your agency. This includes your preferred greeting, escalation contacts, protocols for different call types, and any agency-specific instructions. Agents follow your guide on every call — not a generic script.

• What is the difference between how you handle client calls vs. caregiver calls?

  Client and family calls are handled conversationally by a live agent who captures the reason for the call, provides reassurance, and logs the interaction. Caregiver calls go through a software-guided triage process that helps agents quickly identify the nature of the call — scheduling issue, wellness concern, or urgent situation — and route it appropriately.

• How are urgent situations handled?

  Urgent situations — a caregiver no-show, a client safety concern, a medical emergency — are escalated immediately to your designated on-call contact per the protocols you define during onboarding. We do not make judgment calls on what counts as urgent; we follow your rules.

What records do you keep?

• How are calls documented?

  Every call is logged in real time during the conversation — not reconstructed afterward. Each entry includes the caller's name, relationship to the client, reason for the call, action taken by the agent, and a precise timestamp.

• What does the morning briefing include?

  The morning briefing is a structured summary of all overnight activity. It is organized by call type and urgency, with follow-up action items clearly flagged. It arrives in your inbox before your office opens, so your team can start the day informed.

• Can I access call records beyond the morning briefing?

  Yes. Full call logs are available to your team and can be provided in formats compatible with most home care software platforms. We can discuss your specific documentation needs during onboarding.

How do we get set up?

• How long does onboarding take?

  Most agencies are fully live within one week. Onboarding involves a setup call to build your custom call guide, a review of your escalation protocols, and a test period before going live. We handle the configuration — you just review and approve.

• What does the commitment and pricing structure look like?

  We require a 6-month initial commitment. After that, pricing is based on a 3-month rolling average of your call volume — so a single busy month doesn't spike your rate. We understand that home care is seasonal and unpredictable. We cap overages at 120% of your baseline volume; anything above that threshold is billed at an overage rate. You'll always know the cap before you sign.

• How is pricing structured?

  We charge a flat monthly rate based on your agency's size and call volume. There are no per-call fees, no holiday surcharges, and no surprise charges. Pricing is discussed during your demo.

Don't see your question? We're happy to talk through the specifics of your agency's situation.