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Hi Timothy,
"**UPDATE ON CLEARCARE OUTAGE PLANNED FOR TODAY, FRIDAY, JAN 20TH**
Any shift changes made after 4:30pm ET/1:30pm PT will **NOT** appear in “Safemode” during the downtime event. The system processing takes approximately 5 hours to load data into “Safemode.”
Only shift changes made prior to the cutoff time of 11:30am PT/1:30pm CST/2:30pm ET will appear during the outage.
Alternative options can be to print or take screenshots of any shift changes between 1:30pm and 7pm when the downtime event starts. ** **
For questions or concerns, please contact Erica Smith at [erica@thekey.com](mailto:erica@thekey.com) or contact the HR Service Center at [HRServiceCenter@TheKey.com](mailto:HRServiceCenter@TheKey.com) or call 888-874-8088. The HR Service Center hours of operation are Monday-Friday, 7:00am-Midnight Eastern Time and Saturday-Sunday, 8:00am-8:00pm Eastern Time.
–
**COMMUNICATION SENT PREVIOUSLY YESTERDAY ON JAN. 19TH:**
**COMMS15-2023** **ISSUED 1/19/23**
**ANNOUNCEMENT: PLANNED OUTAGE FOR CLEARCARE SCHEDULED FOR FRIDAY JAN 20TH, IMPORTANT STEPS TO TAKE IN ADVANCE**
As mentioned on Tuesday's Weekly Announcement Call, ClearCare will have a planned outage on Friday, January 20th. The outage is scheduled to begin at 7:00pm PT/10:00pm ET, and will last approximately 12 hours (anticipated to end before 7:00am PT/10:00am ET on Saturday, January 21st).
**During the outage, ClearCare will be available in 'Safe Mode,' ONLY which equates to 'Read Only' capabilities.** You will be unable to make edits to schedules, client, or Caregiver profiles. Before the outage, please take the following steps:
* Download hard copies of all weekend schedules
* Download hard copies of Caregiver and client contact information
* Verbally confirm weekend shift schedules with Caregivers in advance of Friday.
* Communicate to Caregivers that they should open Caregiver Connect on Friday prior to 7:00pm PT/10:00pm ET so that updated schedules can load prior to the outage
* Caregivers should clock in/out via the app
* If, for some reason, a Caregiver cannot clock in/out via the app (e.g., shift is not present, Caregiver doesn't use the app), they should call the local office to report their clock in/out
* Telephony will not work during the planned outage
* Designate a team member to manually clock in/out every Caregiver for every shift that occurs during the outage in ClearCare. You will only be able to execute clock ins/outs in ClearCare once the outage has ended.
* If you do not manually clock your Caregivers in/out of ClearCare following the planned outage they will not get paid.
* Caregivers will be able to clock in using the Caregiver Connect app for the duration of the outage, however this information will not be reflected in ClearCare. These events will be reflected in this [Report](https://datastudio.google.com/u/0/reporting/294d73cc-28b0-4f25-926a-f4b0d2e6e8a7/page/R5u4C).
* Please call your Caregivers directly, or leverage this report to confirm Caregiver attendance, and subsequently enter into ClearCare.
* For questions on how to use this report, please reach out to Erica Smith directly at [erica@thekey.com](mailto:erica@thekey.com).
For offices that currently leverage Frax for On-Call support (Frax First Aid):
* Frax will not be able to staff any shifts during this period
* Field On Call will need to handle staffing
* Frax will filter any calls they receive and document any clock in/out via email
* Carefinder will not be operational during the planned outage
For questions or concerns, please contact Erica Smith at [erica@thekey.com](mailto:erica@thekey.com) or contact the HR Service Center at [HRServiceCenter@TheKey.com](mailto:HRServiceCenter@TheKey.com) or call 888-874-8088. The HR Service Center hours of operation are Monday-Friday, 7:00am-Midnight Eastern Time and Saturday-Sunday, 8:00am-8:00pm Eastern Time."
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