Home Care Agency Success
In the home care industry, two of the most pressing operational challenges are:
SCHEDULING caregivers promptly to ensure continuous client care
MANAGING last-minute call-offs, especially during weekends and after-hours
A growing home care agency in New Jersey was no stranger to these issues.
As the agency scaled, their internal team found themselves constantly reacting to shift gaps—especially on weekends. The on-call scheduler was burned out, juggling emergency calls late at night and struggling to find replacements with little notice. Meanwhile, clients were becoming frustrated, and the agency’s reputation for reliability was at risk.
The owner realized that what was once a manageable task had become a full-blown operational crisis—and they needed a solution that would support their growth without compromising care quality.
Approach
After a discovery call with the TeamUp team, we worked with the agency to uncover the root causes behind the constant scheduling chaos.
Weekend caregiver no-shows and call-offs were leading to multiple unfilled visits per weekend—putting vulnerable clients at risk and putting the agency in a reactive, high-stress mode.
The in-house scheduler was on-call most nights and weekends, often extending their workday well beyond regular hours. This led to fatigue, delayed responses, and ultimately, avoidable errors in shift coverage.
The agency didn’t need more software—they needed people they could trust and a system that worked.
Solution
TeamUp assigned a dedicated, remote Scheduling Assistant—a trained professional familiar with home care scheduling tools and practices—who became a seamless extension of the agency’s operations.
This assistant took ownership of weekend and after-hours scheduling by:
Monitoring caregiver clock-ins and real-time attendance
Immediately following up on missed or late check-ins
Contacting and confirming backup caregivers before a shift was left uncovered
Communicating with the care team, clients, and leadership to ensure everyone was informed and aligned
They used the agency’s existing software (AxisCare) and followed customized SOPs developed in partnership with the agency to ensure a smooth and consistent approach to every shift.
Results
Within just a few weeks, the difference was clear:
95–100% shift coverage on weekends, even with last-minute call-offs
Drastically reduced stress for the scheduler, who could finally take weekends off
Faster response times and more proactive coverage during emergencies
Higher client satisfaction thanks to dependable, consistent care
But the biggest shift? The agency’s leadership could finally breathe.
They stopped surviving the chaos and started focusing on long-term goals—like caregiver retention, expanding services, and marketing. TeamUp had given them back what they were losing most: time, energy, and peace of mind.