Feature: Ranking Configuration

How Casey Finds Coverage: Understanding Caregiver Ranking

What Is Ranking?

When a shift needs coverage, Casey doesn't call caregivers randomly. She evaluates every available caregiver and ranks them by who's the best fit, then reaches out in order. This means your best-matched caregivers get called first, increasing the chances of finding coverage quickly with someone who's right for the client.

How Casey Decides Who to Call

Casey scores each caregiver on four factors, then combines them into an overall score to rank caregivers from best fit to least fit.

Why Some Caregivers Are Excluded

Before ranking, Casey filters out caregivers who can't take the shift:

Note: If a caregiver is filtered out, Casey won't contact them — even if they'd otherwise be a good fit.

Client-Caregiver Exclusions

Sometimes a caregiver shouldn't work with a specific client. Common reasons include:

• Skill level mismatch — The client requires a higher certification level.

• Client or family request — The client asked not to have this caregiver.

• Previous issue — There was a conflict or incident.

• Personality fit — Not a good match for this client's needs.

These exclusions come from your EMR or can be set manually. When a caregiver is excluded for a client, Casey will skip them automatically.

Overriding the Ranking

Sometimes the system doesn't have the full picture. You can override Casey's ranking when needed.

Common override scenarios:

• "This caregiver actually can work with this client — the exclusion is outdated."

• "This caregiver knows the client from before, even though our system doesn't show history."

• "The caregiver moved — their address in the system is wrong."

• "Approve this caregiver for overtime for this shift."

Override duration options:

• Temporary — Just for this shift

• Permanent — Until you change it

• Until a date — Expires automatically

To manage overrides, go to Settings → Ranking Configuration or contact your Zingage support rep.

What You'll See When Casey Searches

When Casey looks for coverage, you can follow her reasoning in real time:

• Who she's contacting and in what order

• Why certain caregivers ranked higher (closer, more familiar, better skill match)

• Why certain caregivers were skipped (already busy, not qualified, excluded)

• Caregiver details — distance, weekly hours, availability conflicts

This transparency helps you understand Casey's decisions and step in when needed.

Configuring Your Preferences

You can customize how Casey ranks caregivers for your agency:

• Distance thresholds — How far is too far for different shift lengths?

• Overtime rules — When should Casey ask before assigning overtime?

• Skill requirements — Which certifications are required vs. preferred?

These settings live in your Business Guidelines. Talk to your Zingage account manager to adjust them.

When Casey Escalates to You

Casey will escalate to your team when:

• No caregivers are available to contact.

• All available caregivers have significant concerns (too far, would hit overtime, skill gaps).

• The shift is urgent and no one has accepted.

When escalating, Casey tells you what she tried and why it didn't work — so you can make the final call.

Summary