Booking Basics
Name the five types of bookings BUC may work with.
- Bright Horizons
- Care@Work
- Instant book
- Corp Care
- Open Order
What BUC portals should be monitored throughout your shift?
- Care@Work
- Bright Horizons
- Colorado
- LA
- Bay Area/wine country
What time is the next day availability text sent?
5:00pm PST
A nanny texts that she is running late to her shift. What do you do?
Respond to the nanny, make sure the family is notified, and document the tardiness in AK and EE
What is the minimum number of hours a nanny is paid for a BUC shift?
4 hours. If a shift is less than 4 hours set the schedule to 4 hours and add the actual shift time to the care notes section
What should you do if a nanny accepts a shift more than 25 miles form them?
- Submit a travel reimbursement request (through the portal on BH and email for CW)
- add the approved amounts to the shift on AK
- Add the travel bonus tag to the shift
- Create a task for Alexandra
Where in Aaniie Kids can you find important information about a family that a nanny may need before a shift?
Priority Notes
If a new booking/cancellation is within what timeframe should the nanny be texted about it?
48 hours
A nanny tells you the family asked her to stay later than the scheduled end time. What do you do?
Advice the nanny to have the family contact Bright Horizons to update the end time. Have the nanny get the clients signature when she clocks out.
If a nanny is sent home early by the family and it was not the nanny’s fault, how should she be paid?
She should still be paid for the full scheduled shift.
What information should be checked when booking a nanny
- Requested Nanny
- Child's wellness status
- Location
- Availability
- Child's Age
- Special Needs/ experience
- Animal Restrictions
A Bright Horizons family reaches out to the nanny or scheduling line saying they would like to change the time of their upcoming shift. What do you do?
- Call Bright Horizons or use the chat feature to inform them of this change
- Update the shift on AK once you receive the updated authorization
A Care@Work job comes through as “PREFERRED…” How long do we have before that preferred window expires?
30 minutes
A nanny says she is uncomfortable staying at a shift because of information she learned about the family. What do you do?
- Gather the details
- Advice the nanny she can leave if there is an responsible adult home
-document the issue in EE
- Complete DNB steps
- Alert Alexandra so she can get a statement from the nanny
If a nanny cancels because she is sick, what additional steps should the BUC scheduler take beyond finding coverage?
Ask whether she needs additional days off, reserve the next 2 days on her schedule while waiting for her response, and create a task for the scheduler to check in the day before she plans to return.
What do you need to check after receiving authorization for an Instant Book or Open Order shift?
- The time and client are accurate on the schedule
- Clients email
- Clients phone number
- Address (and location marker)
- Child's birthday
- Child's allergies/ special needs
- Allergens in home
- Priority notes are added/correct
How do you request a travel bonus with the different BUC providers?
Care@Work: send an email using our template
Bright Horizons:
- Find the shift under scheduled reservations
- Click on "request" next to the nannies name
- Fill out the questions
- Hit submit
- View authorization to see the approved amount
By what time should nannies who responded to the availability text either be booked or have their availability removed?
8:00 PM
A nanny tells you the client wants to cancel tomorrow's shift, but we haven't received a cancellation from the BUC company. What do you do?
Advise the nanny to have the client call BH or CW
We can also contact the BUC partner ourselves and explain the situation. We do not want to cancel ourselves but have them reach out to the family to get the official cancellation.
A family changes the start time of a shift on the same day and asks the nanny to start later. How is the nannies pay/ punchcard effected?
The nanny is still paid beginning at the original scheduled start time. She should clock in/out for when she actually arrives/departs and get the client’s signature approving the time change. We can adjust the punch card to show she started at the original start time.
Two nannies are both available and a good fit for the same shift. How do you determine which nanny to book?
Consider:
Match the cancellation scenario to the correct Aaniie Kids cancellation option.
1. Client cancels the night before, within 24 hours
2. Nanny is turned away at the door and BH never sends a cancellation authorization
3. Client cancels early enough that no late-cancellation charges apply
4. Nanny cancels the shift
1. Client after Deadline (select bill and pay 4 hours)
2. Client after Deadline (Select up to 8 hours for pay and the total hours of the shift for bill, add the No BH Auth tag)
3. Client
4. Caregiver
It’s the end of your shift. What must you check or complete before clocking out so nothing gets missed?
-All Shifts are confirmed on Aaniie Kids for this week and next week, text nannies if you see tentative shifts that have been booked more than 24 hours.
- Review text and make sure everyone has been responded to and task completed
-Ensure all your EE's have been added to Bamboo
-Ensure all tasks from the daily task have been completed or assigned to the next person with plenty of instructions/screenshots/notes added
-Ensure you've received all authorizations and all your booked shifts have been processed, review Aaniie Kids to make sure all steps have been completed for all your booked shifts
-Review the list of cancelled shifts for today and compare to email to ensure all have been fully processed
-Write your shift recap and add your booked shifts number to the tracker
A nanny arrives at a shift and the number or ages of the children don't match the booking. What do you do?
Check the booking/authorization to confirm what was originally authorized.
Make sure the actual number and ages of the children are within the nanny’s qualifications/comfort parameters.
If they don't match the authorization advise the nanny she is only able to care for the child on the authorization and the family would have to call the BUC company to add any additional children they are wanting her to care for.
A nanny arrives for her shift and is turned away at the door because a child is sick. What determines how many hours the nanny is paid?
Whether she completed her wellness check before the shift. If she did, she can be paid up to 8 hours; if she didn't, she is paid 4 hours.