Purpose
Use this workflow when a caregiver candidate, caregiver applicant, prospective caregiver, new hire, or pre-hire worker must complete onboarding requirements before becoming eligible for regular caregiver duties. The workflow creates a restricted active caregiver account, limits permissions, separates the applicant from schedulable caregivers, and provides access to assigned training and caregiver forms.
Important access requirement
System access is restricted to caregivers with an Active status. To provide portal or app access for pre-hire activities, the applicant must be added as an active caregiver. Use the restricted role and training-only territory described below to prevent access to shifts, clients, and unrelated records while onboarding remains incomplete.
When to Use This Workflow
Use this workflow after the applicant reaches the final hiring stage and must complete training, compliance activities, employment forms, agreements, contracts, acknowledgements, or similar onboarding requirements.
Complete the role and territory setup before activating the caregiver account.
Assign forms and training only after the restricted role, mobile permissions, and training-only territory are ready.
Move the caregiver to the standard active-caregiver configuration only after all agency-defined onboarding requirements are complete.
Before You Begin
Confirm the applicant is ready to receive system access.
Identify the training, employment forms, contracts, compliance items, and acknowledgements the applicant must complete.
Choose a role name, such as Caregiver Applicant.
Choose a dedicated territory name, such as Caregiver Training or Caregiver Applicant Pending Training.
Decide whether applicants may use in-app chat to contact the agency.
Configure Restricted Applicant Access
1. Create the web caregiver role
1. Open Role Management
From Settings, select See All Settings, then open Home > Role Management.
2. Add the applicant role
Select Add Role. Set Role Type to Caregiver and enter a name such as Caregiver Applicant.
3. Configure permissions
Start with No Access. Grant access only to the areas required for onboarding, including training, compliance, and caregiver forms. Keep Available Shifts, Open Shifts, Clients, SMS Logs, Key Documents, and prospective-client creation set to No Access. Enable in-app chat only when applicants should communicate with the agency through the system.
4. Save the role
Review the permissions and select Save.
2. Mirror access for the caregiver app
5. Open Mobile Role Management
Open the mobile role management area under Home > Role Management.
6. Add the caregiver level
Create the caregiver level that corresponds to the Caregiver Applicant role.
7. Match the permissions
Apply the same restricted approach used for web access. Allow training, compliance, caregiver forms, and approved communication only. Save the caregiver level.
Recommended annotations: Training or Learn2Care, Caregiver Forms, Compliance or Documents, messaging if allowed, and No Access settings
3. Create a training-only territory
8. Open Manage Territory
From Settings, open Configuration > Manage Territory, then select Add Territory.
9. Create the territory
Enter a name such as Caregiver Training or Caregiver Applicant Pending Training and save it.
10. Keep the territory free of clients
Do not assign clients to this territory. Assigning applicants only to a territory with no clients prevents them from being scheduled with clients while onboarding is pending.
Activate and Assign the Applicant
11. Create or update the caregiver profile
Add the applicant as a caregiver or update the existing profile. Set the caregiver status to Active so the applicant can access the system.
12. Apply the restricted access
Assign the Caregiver Applicant role or caregiver level and make the training-only territory the applicant’s territory.
13. Verify contact and login information
Confirm the profile contains the phone number, email address, and employee information required for registration and access.
Assign Employment Forms, Contracts, and Other Onboarding Forms
14. Prepare the required forms
Make the required caregiver forms available for the applicant. Examples may include employment forms, contracts, policy acknowledgements, consent forms, and agency-specific onboarding forms.
15. Direct the applicant to Caregiver Forms
In the caregiver app or portal, the applicant opens the main menu, selects Caregiver Forms, chooses the required form, enters the requested information, reviews the form, and uses the available action to save or submit it.
16. Monitor completion
Review the form status and follow up on forms that remain incomplete or require agency review. Do not broaden the applicant’s permissions to provide form access; add only the Caregiver Forms permission to the restricted role.
Assign Required Training
17. Assign training
From the caregiver profile, assign the required training. If the agency uses Learn2Care, assign the applicable Learn2Care content.
18. Direct the applicant to training
In the caregiver app or portal, the applicant opens the menu, selects the training area or Learn2Care, reviews the assigned items, and selects an item to begin or continue training.
19. Review completion
Use the caregiver’s training information and available training report to confirm assigned and completed training records.
Transition the Applicant After Onboarding
20. Confirm requirements are complete
Verify all required training, employment forms, contracts, compliance items, and agency approvals are complete before changing access.
21. Update the caregiver profile
Open the caregiver profile. Update the editable hire date when needed, assign the appropriate regular caregiver role or level, and move the caregiver from the training-only territory to the correct home and service territories.
22. Document the change
Add a profile note when an internal record of the training completion, hire-date change, or access transition is required.
Best Practice Recommendations
Use one clearly named applicant role across web and mobile access.
Keep the training-only territory free of clients at all times.
Grant the minimum permissions required for forms, training, compliance, and approved communication.
Review the web role and mobile caregiver level together whenever permissions change.
Create an onboarding checklist outside the caregiver account so staff can verify forms, contracts, training, compliance, and approvals before changing the role or territory.
Record the transition date and reason in the caregiver profile when agency policy requires an audit trail.
Advantages and Considerations
Advantages | Considerations |
Provides required training and form access before regular scheduling eligibility. | The applicant must be Active to receive system access. |
Separates applicants from schedulable caregivers through a dedicated territory. | Active status alone does not provide sufficient protection; role permissions and territory assignment must also be restricted. |
Supports employment forms, contracts, compliance, and training in one controlled onboarding period. | Staff must deliberately transition the caregiver to the regular role and territory after completion. |
Allows optional in-app communication with the agency. | Each agency must decide whether applicant chat access is appropriate. |
Common Scenarios
Applicant needs access to forms but should not see clients or shifts
Set the caregiver to Active, assign the restricted applicant role and training-only territory, enable Caregiver Forms, and keep client and shift permissions set to No Access.
Applicant must sign an employment agreement or contract
Make the agreement available as a caregiver form, confirm Caregiver Forms access is enabled, and direct the applicant to open and submit the form from the caregiver app or portal.
Applicant requires training before the official hire date
Use an active caregiver profile with restricted permissions and the training-only territory. After completion, update the editable hire date and add a profile note when required.
Applicant has completed onboarding and is ready for scheduling
Verify all requirements, change the caregiver to the regular role or level, and move the caregiver to the correct home and service territories before scheduling.
Troubleshooting
The applicant cannot sign in
Confirm the caregiver profile is Active. Verify the registration information, role or caregiver level, and login details.
Caregiver Forms is missing
Confirm Caregiver Forms is enabled in both the web role and mobile caregiver level. Available features depend on agency configuration and account permissions.
Training is missing
Confirm training was assigned and the training permission is enabled. Learn2Care content also requires the applicable agency service.
The applicant can see clients or shifts
Review web and mobile permissions immediately. Confirm the applicant is assigned only to the training-only territory and that no clients are assigned to that territory.
The applicant can access the portal but not the app, or vice versa
Compare the web role with Mobile Role Management and mirror the intended permissions.
A submitted form cannot be changed
Review the form status and the agency’s form editing settings. Agency review or a status change may be required before further edits are available.
Associated Reports and Review Areas
Training and Training Report: Review manually added training records and learning-system training details available from the caregiver profile.
Caregiver Forms list: Search and review caregiver forms by form name or status to monitor completion and submissions.
Caregiver profile notes: Review notes added to document hire-date or onboarding-status changes.
Caregiver listing and territory assignment: Use the caregiver record and territory information to confirm the applicant remains separated from regular scheduling until onboarding is complete.