When a caregiver cannot work an assigned shift, you need to:
Record the call-out so the shift's history shows why the caregiver was removed.
Find coverage so another caregiver can work the shift.
Follow the steps below to do both.
Step 1: Record the call-out
For one or more shifts: Unassign
Use Unassign and select a call-out reason. This removes the caregiver but keeps the shift on the schedule so you can assign someone else.
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: Unassign the caregiver before offering or posting the shift. If you offer or post it while a caregiver is still assigned, Careswitch removes them but records "Posted as open shift" or "Offered to another caregiver" instead of the call-out reason.
For a day or longer: Record an absence
If the caregiver will be out for a full day or more, record an absence on their profile's Schedule tab. This saves you from unassigning each shift separately.
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.
When you approve the absence, Careswitch lists the caregiver's Scheduled, Offer Pending, and Tentative shifts that overlap it. After you confirm, Careswitch unassigns those shifts and records the absence reason in each shift's history.
The shifts stay on the schedule as unassigned so you can find coverage.
See Recording caregiver absences and call-offs for steps, the difference between requested and approved absences, which shifts are affected, and how to fix a mistake.
When caregivers report a call-out themselves
In some cases, caregivers can remove themselves from a shift. When they do, they are unassigned right away. The shift's history records Call Out, and schedulers are notified to find coverage.
Pre-shift confirmation (mobile app): If the service requires attendance confirmation before a shift, the app asks, "Please indicate if you will be attending this shift." The caregiver taps No and confirms Deny Attendance to remove themselves and notify the office.
Report call-out (agencies using Looper caregiver outreach): Caregivers can select upcoming visits in the caregiver portal, or tell Looper, and click Report call-out. To control this option, go to Settings → Looper: Caregiver outreach → Caregivers report call-outs themselves. When it is off, caregivers are asked to call the office instead.
Step 2: Choose how to fill the shift
After the caregiver is removed, choose one of these options:
Assign someone directly: If you know who should take the shift, use Configure Assignment. See Scheduling Basics and Caregiver matching.
Offer or post the shift: Send an offer to one caregiver, or post an open shift for several caregivers. Follow the steps below.
Ask Looper for help: For example, ask, "Maria called out for the rest of the week. Find replacements." Looper reviews her upcoming shifts, ranks possible replacements for each, and shows you a plan. No changes are made until you approve the replacements. You will also be asked for a reason. Shifts without an approved replacement stay as they are.
Offer or post an open shift
Before you start
You can offer or post a shift before its start time if its status is Unassigned, Scheduled, Tentative, or Offer Pending. The service must have a signed care plan.
Open the shift and click Offer Shift.
Under Included Shifts, choose This Shift or This and All Following Shifts.
Choose who should receive it:
By category: Use filters to select a group of caregivers. The button is labeled Post.
Specific caregivers: Choose caregivers by name. Select one to send a direct offer they can accept or decline. Select two or more to post an open shift they can claim. The button is labeled Offer shift.
Under How It Gets Filled, choose:
First caregiver to claim gets it: The first caregiver to claim the shift is assigned immediately. Use this when you need coverage quickly.
Caregivers express interest, you choose: Interested caregivers appear on the shift page. You choose who to assign. No one is scheduled until you make that choice.
Review the caregivers listed in the side panel. Clear the checkbox next to anyone you want to leave out.
Click Post or Offer shift.
You can change the default for How It Gets Filled under Settings → Policies → Payroll.
If a caregiver is still assigned, Careswitch asks you to confirm removing them first. To record the call-out reason, use Unassign before posting.
Caregivers marked Excluded for the client never receive the shift and cannot claim it.
Category filters
For By category posts, use these filters to choose who receives the shift. Each filter lets you Include or Exclude:
Filter | What to know |
Eligible Roles | You must select at least one role. |
Professional Tags | Appears only if your agency uses tags. |
Professional Statuses | Applies to caregivers in the Active stage. |
Employee Gender | Includes or excludes caregivers by gender. |
You can narrow the list further with these options:
Option | How it works |
Distance | Includes caregivers within a set number of miles from the client, measured in a straight line. Caregivers without a mapped address are always included. |
Exclude scheduling conflicts | Skips caregivers with another shift or time off during the shift’s date and time. Requested and approved time off both count. It is checked when you post, and again whenever a caregiver’s profile is saved. |
Exclude outside availability | Skips caregivers whose stated availability doesn’t cover the shift. Caregivers with no availability on file are kept, because their availability is unknown rather than declined. Leave it off to still offer the shift to caregivers outside their stated availability. |
Exclude overtime | Leaves out caregivers already in weekly overtime or who would enter weekly overtime by taking the shift. It does not check daily or consecutive-day overtime rules. Salaried caregivers are never excluded. |
These filters are checked when you post the shift. If a caregiver becomes busy or enters overtime later, they keep the offer.
To prevent caregivers from claiming a shift that would put them into overtime, see Prevent overtime claims.
Use AI screening before anyone is notified
For By category posts, AI screening can compare each caregiver's matching profile with the client's Care Needs. It also uses your agency's internal matching notes.
Screening happens before caregivers are notified.
Turn on AI Matching Criteria Evaluation. It is off by default. If you leave it off, caregivers who match your filters are notified right away.
Choose Low, Medium, High, or Custom. Medium is selected when you first turn screening on. If you choose Custom, enter Custom Evaluation Instructions.
Post the shift. The post shows as processing while screening runs, usually for a few minutes. No one is notified during this time.
When screening finishes, the shift page shows how many caregivers matched, such as "matched 6 of 14 caregivers." Move your mouse over the result to see who matched and why others did not. If screening fails, click Retry Review.
Keep these details in mind:
AI screening works only for category posts. Caregivers selected by name are notified directly.
If the client's Care Needs are empty, everyone who matches your filters is approved without AI review. Complete the client's Care Needs and caregivers' matching criteria to help screening give useful results.
See Caregiver matching.
What caregivers see and how they claim
Notifications
Caregivers who receive a post get an Open Shift notification through push notification, email, and their in-app inbox, based on their notification settings.
If AI screening is on, only caregivers who pass are notified, after screening finishes. See Notifications.
Finding and responding to shifts
Open shifts appear on Job Board in the Careswitch mobile app. Caregivers can tap:
Claim Shift for one shift or Claim Shifts for a series.
Not Interested to decline interest.
I'm Interested if you selected Caregivers express interest, you choose.
The caregiver web portal does not have a Job Board. See Using the Caregiver App.
Details shown in the post
The post includes the visit's care tasks and the client's Care Needs, such as home environment, care requirements, and preferences. Caregivers see only the client's first name and last initial.
Reminders
About 48 hours before the shift, Careswitch sends reminders to caregivers who have not opened the post and caregivers who have not answered a direct offer.
When a caregiver claims it
First caregiver to claim gets it: The first caregiver to claim is assigned. The shift becomes Scheduled, the post closes, and the other caregivers' offers are withdrawn. Schedulers are notified.
Caregivers express interest, you choose: Caregivers who respond appear under Interested on the shift page. Click Assign next to the caregiver you want. The post closes, and the other interested caregivers are told it has been filled.
If no one has claimed the shift about 24 hours before its start time, schedulers receive an Open Shift Unfilled alert.
Prevent overtime claims
To block caregivers from claiming open shifts that would put them into overtime:
Go to Settings → Policies → Payroll.
Under Job Board Settings, turn on Block overtime caregivers from claiming open shifts.
This setting is off by default.
Withdrawing a post
A posted shift has the status Open.
To remove the post: Open the shift, click Withdraw Open Shift, then Confirm. The shift returns to Unassigned.
To reach more caregivers: Withdraw the post, then post again using different filters. You cannot add caregivers to a post while it is live.
To cancel the visit: Withdraw the post first, then cancel the shift. You cannot cancel a shift while it is posted.
When nobody claims the shift
A single shift
The post expires at the shift's start time, and the shift returns to Unassigned. Careswitch checks for expired posts every hour, so this may take up to an hour after the start time.
A recurring series
If a shift starts before anyone claims it, the post moves to the next upcoming open shift in the series. It stays with the same group of caregivers, and they are not notified again.
The shift that already started stays Unassigned for your team to cover. The post expires when there are no upcoming open shifts left in the series.
Exception: If AI screening is still running when the shift starts, the post expires. It does not move to the next shift.
FAQ
Should I unassign or cancel a shift after a call-out?
Use Unassign to remove the caregiver and keep the shift Unassigned so someone else can cover it.
Use Cancel Shift when the visit will not happen because the client no longer needs it. A caregiver call-out by itself does not mean the visit should be canceled.
Should I use Call Out or No Call, No Show?
Choose Call Out when the caregiver told you ahead of time. Choose No Call, No Show when they did not show up and did not tell you. This keeps the reason clear in the shift's history.
Why didn't choosing one caregiver create an open shift?
Choosing one person under Specific caregivers sends a direct offer they can accept or decline. Choose two or more to create an open shift.
Does a call-out automatically repost the shift?
No. Recording a call-out or approving an absence removes the caregiver. Your team then chooses how to fill the shift.
Why can't I find Offer Shift on a shift?
Offer Shift is not available after the shift starts. It is also hidden while the shift is already posted with the status Open. Withdraw the post before changing it.
The service must also have a signed care plan.
Can caregivers see why they weren't sent a shift?
No. Caregivers see only the shifts sent to them. Screening results and reasons are visible only to office staff with permission to view matching criteria.
Can we require caregivers to explain why they left early?
Yes. Go to Settings → Policies → Shift Boundaries and set Require explanation if earlier than to 5, 10, or 15 minutes.
Caregivers who clock out earlier than that limit must enter an explanation. It appears in the shift's activity and on the care note.
The same page has similar settings for early clock-in, late clock-in, and late clock-out. See Clock-in and clock-out troubleshooting.
Can we track early departures as partial call-offs?
There is no built-in report for this. You can ask Looper to create a custom report in Command Center → Reports. For example, ask it to compare actual clock-out times with scheduled end times.