Add a New Office to Your Agency Portal

Purpose

Use the Manage Agency Offices settings to create an additional office within your agency portal. Offices provide a clear separation between different branches, business locations, or operating divisions.

Before adding an office, determine whether an office or territory best supports the way your agency manages users, client and caregiver profiles, billing, payroll, schedules, and reporting. Offices create a stronger separation between profiles and operations, while territories allow some resources, including caregivers, to be shared more easily.

Before You Begin

Before creating the office:

Decide how the new office will be used.
Confirm that an office provides the appropriate level of separation for your agency.
Gather the office’s:
- Display name
- Legal business name
- Country
- State, if applicable
- City
- ZIP or postal code
Review how creating a separate office will affect users, profiles, billing, payroll, and reporting.

Important access considerations

Office administrator-level users can access all offices.
Agency users assigned to an individual office can access only that office.
Caregivers and clients are assigned to one office and may require separate profiles if they operate in more than one office.
Creating duplicate client profiles in multiple offices may affect billable headcount.
Payers require a separate profile for each office.
Profiles cannot be moved directly between offices through the standard workflow. Contact Support if a one-time profile transfer is required.

If a client or caregiver must be transferred, make sure the profile has no unbilled or unpaid schedules. Existing schedules do not move with a reassigned profile and may no longer be available for billing or payroll processing.

Office and Territory Differences

Review the following operational differences before deciding which structure to create.

Function	Office	Territory
Administrator access	Administrators can access all offices	Administrators can access all territories
Agency user access	Assigned to one office	Can access territories within the office
Caregiver assignment	Assigned to one office; separate profiles and payroll files may be required for multiple offices	Can belong to multiple territories, with one designated as the base territory
Client assignment	Assigned to one office; separate profiles may be required for multiple offices	Assigned to one territory
Invoicing	Multiple offices can be selected	Multiple territories can be selected
Payroll	Multiple offices can be selected	Multiple territories can be selected
Dashboard	View one office or all offices	Territory selection is not available
Schedule	Multiple offices can be selected	Multiple territories can be selected
Client list	View one office or all offices	View one territory or all territories
Caregiver list	View one office or all offices	View one territory or all territories
Payers	Separate payer profile required for each office	No territory association
Time tracking	Multiple offices can be selected	Multiple territories can be selected
Account Register	View one office or all offices	Territory selection is not available
Reports	Availability depends on the report	Availability depends on the report

Add a New Office

Step 1: Open Settings

From any page in the agency portal, select the Settings button in the upper-right corner.

Step 2: Open All Settings

Select See All Settings.

Step 3: Open Manage Agency Offices

From the menu on the left:

Locate the Agency section.
Select Manage Agency Offices.

Step 4: Review the Existing Offices

The Manage Agency Offices page displays the offices already configured for the agency. An agency begins with one office by default.

Before continuing, review:

The number of existing offices
The name of each office
Whether the required office may already exist

Step 5: Modify the Agency

Select the Modify Agency edit icon.

The agency modification page provides access to the option for creating another office.

Step 6: Select New Office

Select the New Office icon or button.

Step 7: Enter the Office Information

Complete the available office fields:

Office Name: Enter the name that users will recognize throughout the portal.
Business Legal Name: Enter the office’s legal business name. The office name and legal name may be the same, but they do not have to be.
Country: Select the country where the office is located. The country defaults to the United States.
State: If the office is in the United States, select its state.
City: Enter or select the city.
ZIP Code: Enter the ZIP code for the office’s physical address.

Step 8: Save the Office

Review the information for accuracy, and then select Save.

After the office is saved, it becomes available in the agency portal.

Best-Practice Recommendations

Plan the office structure before creating profiles

Create the office before adding the clients, caregivers, users, or payer records that belong to it. This helps ensure that new profiles are created under the correct office from the beginning.

Use a clear naming convention

Choose names that distinguish each location without requiring users to know internal abbreviations.

Recommended formats include:

City name: Richmond
City and state: Richmond, VA
Region and branch: Northern Virginia – Fairfax
Legal entity and location: ABC Home Care – Norfolk

Confirm office and territory requirements first

Use an office when your agency requires a stronger operational separation between locations. Consider a territory when caregivers need to be associated with multiple service areas within the same office.

Review downstream impacts

Before adding the office, consider its effect on:

User access
Client and caregiver profile creation
Payer setup
Payroll files
Billing workflows
Dashboard filtering
List views
Time tracking
Reporting

Avoid duplicate profiles unless operationally necessary

A caregiver working from multiple offices requires a profile in each office and will have separate payroll files. A client associated with multiple offices also requires an individual profile in each office, which may affect billable headcount.

Benefits and Considerations

Benefits of using offices

Provides clear separation between agency locations or operating divisions
Restricts agency users to their assigned office
Supports office-based filtering in several operational areas
Allows administrators to access all configured offices

Considerations

Clients and caregivers are assigned to one office.
Separate profiles may be required when a person must operate in multiple offices.
Payers require separate profiles for each office.
Dashboard and list filtering options differ from multi-select functions available in scheduling, billing, payroll, and time tracking.
Report filtering depends on the individual report.
Profiles cannot be moved routinely between offices.

Common Scenarios

Opening a new physical location

Create a new office when the agency opens another physical branch that requires separate users, profiles, payer setup, payroll processing, or operational reporting.

Separating business entities

Create separate offices when locations use different legal business names or require a defined operational boundary within the agency portal.

Dividing service areas without fully separating operations

If the primary requirement is organizing service areas while allowing caregivers to work across multiple areas, review whether territories are more appropriate. Territories allow caregivers to be associated with multiple territories while maintaining one as their base.

Assigning a caregiver to multiple offices

A caregiver who works in multiple offices requires a separate caregiver profile in each office. Payroll files are also separated by office.

Associating a client with multiple offices

A client must have a separate profile in each applicable office. Duplicate client profiles may affect billing based on headcount.

Transferring a profile to another office

Profiles cannot be moved between offices through the standard office management process. Contact Support for assistance with a one-time transfer.

Before requesting the transfer, verify that the client or caregiver does not have outstanding unbilled or unpaid schedules. Those schedules will not move with the profile and may become unavailable for billing or payroll processing.

Troubleshooting

The Manage Agency Offices option is not visible

Confirm that you opened See All Settings and expanded the Agency section in the left navigation menu.

If the option remains unavailable, your user account may not have access to agency-level configuration settings. Contact an agency administrator.

The new office does not appear

Return to Manage Agency Offices and verify that the office is listed. If it is not listed, reopen the agency modification page, confirm all required information is complete, and select Save again.

The wrong country is selected

The Country field defaults to the country in which your portal was created. Change the selection before entering location-specific information when creating an office outside the United States. Reach out to Support if you need to have your offices in more than one country.

A client or caregiver was created in the wrong office

Do not create schedules or process billing or payroll until the office assignment is resolved. Profiles cannot be moved between offices through the standard workflow. Contact Support for assistance.

Existing schedules are unavailable after a profile transfer

Unbilled or unpaid schedules do not move with a transferred client or caregiver profile. This is why outstanding billing and payroll activity must be resolved before requesting a transfer.

An office cannot be selected on a report

Office and territory filtering is report-dependent. Review the filters available on the individual report.

Associated Reports and Operational Areas

Office selection or filtering may be available in the following areas:

Invoicing
Payroll
Dashboard
Schedule
Client List
Caregiver List
Time Tracking
Account Register or receivables
Reports

The available selection method varies by area. Some pages support selecting multiple offices, while others allow users to view one office or all offices.

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