Requesting changes and sending feedback

Families and participants can ask to change or cancel a shift, send a message, or give feedback, a compliment or a complaint from the app. This article covers both sides.

Before you begin

• The family portal add-on switched on.
• To decide requests: portal.requests.decide plus the rostering permission to change or cancel the shift.

How a family asks to change or cancel a shift

The family portal is a paid add-on and is still marked as a preview in CompanionAxis. The steps below are what the product does today; check with your account manager that it is switched on for you.

1. In the app, they open the shift on the Shifts tab.
2. They select Request a change (optional new Start and Finish, and a note) or Ask to cancel (with an optional reason).
3. If it is short notice, the app warns them before they send; short-notice cancellations may still be charged.
4. They select Send request. The shift shows Change requested until you decide. They can Withdraw my request before then.

Decide the request

1. You get a Portal request notification. Go to People → Participant and family portal and choose the participant.
2. In Requests from the portal, read the request, who sent it, when, and the link to the shift. A Short notice badge shows if it was late.
3. Select Accept to apply it: a cancellation cancels the shift as a participant request; a change updates the times through the roster.
4. Or select Decline, give a reason, and confirm. The person who asked is told.

Messages and feedback

1. In the app, Message the team (or the Messages tab) starts a conversation with the participant’s coordinator. Replies come from Messages → Inbox.
2. From the menu, Feedback or a complaint lets them choose Feedback, Compliment or Complaint and write up to 4,000 characters.
3. A complaint creates a complaint in Quality → Complaints and feedback with the channel Portal; a compliment is logged there too.
4. Follow your complaints process from there.

Tips

• Set up who gets Portal request notifications in Messages → Notification rules.
• Decide requests quickly: the family sees Change requested until you do.

If something goes wrong

Accept fails with a permission error

Accepting changes the roster, so you also need permission to update or cancel that shift. Ask a rostering coordinator.

“Shift no longer exists”

The shift was removed. Decline the request instead.

The family sees “A request is already waiting”

Only one open request per shift. Decide the first one.

The family sees “Complaints are handled by phone for now”

Your complaints module is off or read-only. Give families a phone number for complaints.