Learn how to record a caregiver's call-off or absence, find a replacement, and offer open shifts to other caregivers.
When a caregiver can't attend an assigned shift, you need to record why the assignment changed and arrange coverage. This is called a call-off, or call-out.
Start by recording the call-off, then choose how to fill the shift.
Record a call-off for one or more shifts
Use Unassign with a call-off reason to remove the caregiver while keeping the shift available for a replacement.
Open the shift.
In the caregiver section, click Unassign. This is available for offer pending, scheduled, tentative, or incomplete shifts.
For a recurring schedule, choose This Shift or This and all following shifts under Affected Shifts.
Under Reason (Why are you removing this caregiver?), choose Call Out. Use No Call, No Show if the caregiver didn't notify you. Your workspace may use different reason names.
Add an optional Note and select anyone who needs an update under Notify Team Members.
Click Remove.
The shift returns to Unassigned, and the reason appears in its history.
Tip: use Unassign before Offer Shift to record the call-off correctly. If you offer a shift while a caregiver is still assigned, Careswitch removes them but records “Posted as open shift” instead of a call-off reason.
Record an absence for a day or longer
For a full day or longer, record an absence so Careswitch can identify all overlapping shifts.
Open the caregiver's profile and select Schedule.
Click Record Absence.
Enter Start Date and End Date. Keep All day on, or turn it off and enter From and To times.
Choose a Reason, such as Call-off or Sick Day.
Select Status: Requested, Approved, or Denied.
Add an optional Note, then click Record Request, Record Absence, or Record Denial.
For an Approved absence overlapping scheduled shifts, Careswitch displays Unassign These Shifts? with the affected shifts. Review them and click Unassign, or Go Back to edit the absence.
Keep these details in mind:
Only Approved absences unassign shifts. For a Requested absence, change it to Approved in the absences list later. You'll see the same confirmation list.
Changing an absence from Approved to another status doesn't restore the assignments. Reassign caregivers yourself if needed.
Each shift's history records the corresponding reason. For Work Injury, FMLA, and Disability, it shows only “Approved absence.” The specific reason remains on the absence record.
To see approved absences on the Calendar and Timeline, group by Employees and turn on Absences under Display.
Choose how to fill the shift
Once the original caregiver is unassigned, you can:
Offer the shift to one caregiver or post it for several caregivers to claim, using the steps below.
Assign a caregiver directly with Configure Assignment. See Scheduling Basics.
Ask Looper for help. It can review the caregiver's upcoming shifts over a date range and rank replacement candidates for each, helping you approve replacements quickly.
Offer or post an open shift
Open the shift and click Offer Shift. Under Included Shifts, choose This shift or This and all following shifts.
Next, choose who should receive it:
By category: reach caregivers using role, status, tags, or gender filters. At least one role is required, and each filter can include or exclude. The button shows Post.
Specific caregivers: choose recipients yourself. Selecting several creates an open shift they can compete to claim. Selecting one creates a direct offer for that caregiver to accept or decline. The button shows Offer shift.
If a caregiver is still assigned, Careswitch asks you to confirm removing them before posting. To preserve the call-off reason, record the call-off first.
Filter recipients for a category post
Category posts include these additional filters:
Distance: include caregivers within a specified number of miles of the client. Caregivers without a mapped address are always included.
Only available: exclude caregivers with an overlapping shift or availability that doesn't cover the shift. Caregivers without recorded availability remain included.
Exclude overtime: exclude caregivers already in overtime or who would enter overtime by taking the shift.
Only available and Exclude overtime are checked once, when you post. A caregiver who later becomes unavailable or enters overtime keeps the offer.
Use AI screening before notifications go out
For category posts, Careswitch can compare caregiver matching profiles, including your agency's internal notes, against the client's matching criteria before notifying anyone.
Turn on AI Matching Criteria Evaluation in the post form. It is off by default; without it, caregivers matching your filters are notified immediately.
Choose Low, Medium, High, or Custom screening. Medium is selected when you enable screening. For Custom, enter Custom Evaluation Instructions.
The post enters a processing state while screening runs. Only caregivers who pass are notified and can claim it.
The post shows how many caregivers matched from the candidate pool and explains why others were screened out. If screening fails, you can retry from the shift page.
Screening applies only to category posts. Hand-picked caregivers are notified directly. For useful screening results, complete the client's matching criteria—care needs, preferences, and household details—and caregivers' matching profiles.
How caregivers claim an open shift
Eligible caregivers see the shift in their mobile app. The first caregiver to accept is assigned. The shift becomes Scheduled, the post becomes Filled, and other candidates are released.
The post also displays the client's matching criteria, including care needs, household details such as pets or smoking, and preferences, so caregivers can review them before accepting.
Prevent overtime claims
To stop caregivers from claiming shifts that would create overtime, enable Settings → Policies → Payroll → Block overtime caregivers from claiming open shifts. This is off by default.
Open-shift post statuses
Open: available to claim.
Filled: a caregiver has accepted.
Cancelled: you closed the post.
Expired: no caregiver claimed it before the shift started.
What happens with repeating schedules?
If the first shift in a posted series starts before anyone claims it, the post moves to the next upcoming open shift. It keeps the same candidates without notifying them again.
The shift that already started remains unassigned for your team to handle. The post expires only when no future open shifts remain in the series.
Exception: if a post is still being AI-screened when its shift starts, it expires rather than moving to the next shift.
FAQ
Should I unassign or cancel a shift after a call-off?
Unassign removes the caregiver and leaves the shift Unassigned so you can fill it. Cancel Shift means the visit won't happen. Cancel only when the client no longer needs the visit, rather than because the assigned caregiver is unavailable.
Should I use Call Out or No Call, No Show?
Choose Call Out when the caregiver told you beforehand they couldn't attend. Choose No Call, No Show when they didn't attend or notify you. This preserves the distinction in the shift history.
Why didn't selecting one caregiver create an open shift?
One specific caregiver receives a direct offer to accept or decline. Select two or more caregivers to create an open shift.
Are caregivers notified when I post an open shift?
Yes. Eligible caregivers matching your targeting receive a notification. With AI screening enabled, only caregivers who pass are notified, after screening finishes.
What if nobody claims the shift?
For a single shift, the post expires when the shift starts, leaving it unfilled. Monitor it and find coverage as needed.
For a repeating schedule, the post moves to the next upcoming shift. The shift that already started stays unassigned. Posts still undergoing AI screening at the start time expire instead.
Does a call-off automatically repost the shift?
Not by default. Recording a call-off or approved absence removes the caregiver, and your team chooses how to fill it.
Can we count an early departure as a partial call-off?
Yes. A report can compare the caregiver’s actual clock-out time with the shift’s scheduled end time and count qualifying early departures as 0.5 call-offs. Your agency chooses the cutoff—for example, more than one hour early. Staff don’t need to log each early departure separately.
Can we require caregivers to explain why they left early?
Go to Settings → Policies → Shift boundaries and set Require explanation if earlier than. You can set this threshold up to 15 minutes. Caregivers who clock out earlier than the threshold must enter an explanation, which can appear alongside the early departure in the report.
The explanation threshold is separate from the cutoff your agency uses to count partial call-offs.