Section 1
Set the standard once. Every office inherits it.
Everything below is pre-filled from how your North Vancouver office runs today, with our recommendation wherever the office hasn't set a value. Confirm or adjust — expect 45–60 minutes total, and you don't have to finish in one sitting. Each item also asks one policy question: is this a network requirement, a corporate default owners may adjust, or each owner's own call? When you submit, we build your corporate sandbox to match, you test it, and every office that onboards starts from your standard.
Adjust
We build your sandbox
Offices inherit
This is step one of Getting Started on the Partnership Hub.
Kept for this session, so you can pick up where you left off.
Section 2
Your assistant
How the assistant introduces itself and when it is on duty across the network.
Your North Vancouver office today: Amy
Zingage recommends: one name across every office, so caregivers hear the same voice wherever they work.
Your North Vancouver office today: identifies the office by name on every call.
Your North Vancouver office today: after hours, weekends, and statutory holidays.
Zingage recommends: hand off on the second unresolved attempt rather than the third.
Section 3
Contact restrictions
For your counsel's review.Which clients may never be contacted directly, and how the assistant reaches them through the caregiver instead. This section collects your choices only.
Your North Vancouver office today: “do not call” and “emergency only”.
Zingage recommends: confirm the exact spelling your offices use — the block is read from the note text.
Your North Vancouver office today: escalate by ADMIN message, no direct client contact.
Section 4
Escalation standard
One standard across the network. Six triggers to start, reviewed with Emily every two weeks.
Your North Vancouver office today: six triggers, unchanged since last spring.
Zingage recommends: 10 minutes — long enough to answer, short enough to matter.
Section 5
Call-outs and shift coverage
What happens the moment a caregiver says they cannot make a shift.
Your North Vancouver office today: four hours.
Your North Vancouver office today: continuity first, always.
Zingage recommends: keep continuity first — it is the single biggest driver of client satisfaction.
Section 6
Clock standards
When a shift counts as started, late, or missed.
Your North Vancouver office today: 7 minutes.
Zingage recommends: one reminder, then a coordinator note — repeated nudges get ignored.
Section 7
Caregiver communication
How the assistant reaches caregivers, and in what order.
Your North Vancouver office today: ADMIN message first, phone second.
Zingage recommends: keeping every caregiver conversation on the platform, so it is on the record for the office.
Section 8
Client and family communication
How the assistant speaks with clients and their families.
Your North Vancouver office today: phone only.
Zingage recommends: phone only, with text used only where the client asked for it and the office recorded the request.
Section 9
Documentation in AxisCare
What gets written down, where, and by whom.
Zingage recommends: one tag per note so the biweekly review can be filtered in seconds.
Section 10
Scope governance
What sits inside the standard, and how the boundary moves when you want it to.
Section 11
Onboarding and rollout
How offices come onto your standard.
Zingage recommends: keep the adjustable list short at launch — it can widen once the standard settles.
Section 12
Review & submit
Your whole standard on one screen. Anything you haven't opened yet is shown as it came pre-filled.
2. Your assistant
- Assistant name
- Amy
- How the assistant introduces itself
- Hi, this is Amy from the Just Like Family scheduling team.
- Coverage window
- After hours, weekends, and statutory holidays
- When the assistant hands off to a person
- Anything the assistant cannot resolve within two attempts, plus every safety concern.
3. Contact restrictions
- Exact phrases that mark a hard block in AxisCare notes
- do not call · emergency only · no direct contact
- How a blocked client is reached
- Through the caregiver on shift only.
- If the caregiver is unreachable
- The assistant escalates by ADMIN message and stops attempting the client.
- Who reviews a restriction before it is lifted
- Corporate care lead
4. Escalation standard
- Escalation triggers
- 1. Client safety concern · 2. No caregiver on site 15 minutes past start · 3. Call-out with no coverage found · 4. Client or family distress · 5. Suspected injury or fall · 6. Anything the caregiver flags as urgent
- First point of escalation
- On-call coordinator for the office
- How long before the assistant escalates further
- 10 minutes with no acknowledgement
- Where each escalation is recorded
- AxisCare note on the shift, plus the biweekly review log.
5. Call-outs and shift coverage
- Notice a caregiver is expected to give
- Four hours before shift start
- Order the assistant offers the open shift
- Caregivers who have worked this client before, then same-area caregivers, then the wider pool.
- When the client is told about a caregiver change
- As soon as a replacement is confirmed, and no later than one hour before shift start.
- If no coverage is found
- Escalate to the on-call coordinator and mark the shift for the morning review.
6. Clock standards
- A shift is late at
- 7 minutes past start
- A shift is treated as missed at
- 15 minutes past start with no contact
- Clock-out reminder
- The assistant messages the caregiver 10 minutes after scheduled end if no clock-out is recorded.
7. Caregiver communication
- First channel
- ADMIN message in the platform
- If there is no reply
- Phone call after 10 minutes.
- Communication outside the platform
- Not used. All caregiver contact stays on ADMIN message and phone.
- Quiet hours for non-urgent messages
- 9:00 pm to 7:00 am local time
8. Client and family communication
- Channel for clients
- Phone only
- Who may be updated besides the client
- Only contacts listed on the care plan.
- Tone
- Warm, plain English, short sentences. Never clinical, never scripted-sounding.
9. Documentation in AxisCare
- What the assistant writes after every interaction
- Who was contacted, what was decided, and the time — on the shift note.
- Note tags used
- call-out · coverage · escalation · clock · client contact
- Who reviews notes weekly
- Office scheduler
10. Scope governance
- Inside scope
- Call-outs, coverage, clock issues, schedule changes, escalations, and client notification.
- Outside scope
- Care planning, clinical advice, hiring decisions, and anything requiring a licensed assessment.
- How the boundary changes
- Raised on the biweekly with Emily, written into the office SOPs, effective the following week.
11. Onboarding and rollout
- Rollout order
- New franchise partners first, then existing offices by readiness.
- Who signs off that an office is ready
- Corporate, with the office owner on the call.
- What an office may adjust on day one
- Quiet hours, weekly note review, and its own on-call rota.
Ready when you are.
You can submit at any point — anything untouched is submitted as pre-filled, and you can send an updated version later.