Approach

09 Sep Approach

After a discovery call with the TeamUp team, we identified the agency’s core issue:

1. All after-hours calls—whether from clients, caregivers, or backup staff—were being missed or returned too late to prevent coverage gaps.
   
2. Internal staff were either unavailable or burned out from trying to manage off-hours duties in addition to their regular workload.
   

The agency didn’t need a call center—they needed a trained, proactive scheduler who could own after-hours communication.