--0000000000003d7f4e05eb6484df Content-Type: text/plain; charset="UTF-8" Hi Tori, It seems that this is happening to caregivers who are on shift and also can't see their ongoing schedules who have not had any changes. I will pass the message along about the shift changes that happen less than 2 hours must be communicated to the caregivers via a phone call. I do not have the specific staff name of who brought this to our attention at that time. I will try to keep a track of who brings up the concerns. On Tue, Oct 18, 2022 at 3:33 PM Tori Porter-Martin wrote: > Thank you, Tim. > > That error occurs when a change is made to a shift inside the 60-90 minute > window in which ClearCare pushes shift information to the app. > > Any updates to a shift in ClearCare change the shift ID, which then causes > an error in the app because it's expecting the original shift ID and > doesn't recognize the new one. This is why we recommend the office contact > the caregiver to let them know there has been a change; the caregiver can > then use the "Schedule refresh" button which will pull in the new shift ID. > > If you have the caregiver's information from this particular instance we > can take a look at the shift logs to confirm. > > Thanks, > Tori > > On Tue, Oct 18, 2022 at 4:25 PM Timothy Thomas wrote: > >> here you go >> >> On Tue, Oct 18, 2022 at 4:09 PM Tori Porter-Martin > tori.portermartin@thekey.com> wrote: >> >>> Hi all, >>> >>> Apologies - could someone please forward the screenshot? It didn't come >>> through into the support queue. >>> >>> Thanks, >>> Tori >>> >>> On Tue, Oct 18, 2022 at 3:57 PM Timothy Thomas wrote: >>> >>>> They're CC'd on this thread. We haven't heard from them so I was >>>> following up. >>>> >>>> Thanks! >>>> >>>> On Tue, Oct 18, 2022 at 3:56 PM Amy Freeman >>>> wrote: >>>> >>>>> Hi Tim, >>>>> >>>>> Have you reached out to App support? >>>>> >>>>> >>>>> *Amy Freeman* >>>>> Senior Product Manager >>>>> (650)722-8247 >>>>> [image: TheKey] >>>>> >>>>> >>>>> On Tue, Oct 18, 2022 at 12:53 PM Timothy Thomas wrote: >>>>> >>>>>> Hi Amy, any news on this issue? >>>>>> >>>>>> On Fri, Oct 14, 2022 at 8:58 AM Amy Freeman >>>>>> wrote: >>>>>> >>>>>>> Hi Tim, >>>>>>> >>>>>>> Sharing with support. >>>>>>> >>>>>>> *Amy Freeman* >>>>>>> Senior Product Manager >>>>>>> (650)722-8247 >>>>>>> [image: TheKey] >>>>>>> >>>>>>> >>>>>>> On Thu, Oct 13, 2022 at 1:13 PM Timothy Thomas >>>>>>> wrote: >>>>>>> >>>>>>>> Hi Amy, >>>>>>>> >>>>>>>> We're encountering a caregiver app error, see screenshot attached. >>>>>>>> Are you aware of an issue? >>>>>>>> >>>>>>>> -- >>>>>>>> Tim Thomas >>>>>>>> Head of Canada Division >>>>>>>> *Please note my email has changed:* >>>>>>>> tt@TheKey.com >>>>>>>> (514) 591-9387 >>>>>>>> TheKey.com >>>>>>>> [image: TheKey] >>>>>>>> >>>>>>> >>>>>> >>>>>> -- >>>>>> Tim Thomas >>>>>> Head of Canada Division >>>>>> *Please note my email has changed:* >>>>>> tt@TheKey.com >>>>>> (514) 591-9387 >>>>>> TheKey.com >>>>>> [image: TheKey] >