Facilities and brokers

Facilities and brokers

What this is for — the places you collect from and deliver to (Facilities), and the companies that pay for trips (Brokers).

Where to find it

Left menu → Partners → Facilities or Brokers.

Facilities belong to one location, Sacramento or Fresno, and you choose which when you add one (and can change it later). Brokers are shared across both regions.

Steps — adding a facility

1. Click Add facility.
2. Name — required. This is what dispatchers type when booking.
3. Location — Sacramento or Fresno. It starts on the location selected at the top of the screen, but it is a real choice: if the facility is in the Fresno area, pick Fresno even when you are working in Sacramento. The facility then shows only in that location's Facilities list and booking pickers. (Accounts limited to one location see only that location.)
4. Type — Assisted living, dialysis… — free text, just for the list.
5. Phone and Email.
6. Address — worth filling in every time. This is what the driver navigates by. When a trip is booked to this facility, the street shows under the facility's name on the driver's phone and on the run sheet, and the driver can tap it to open maps. Leave it blank and the driver sees the name with "No address on file — call dispatch" underneath.
7. Suite # and Department / building — these fill the booking in automatically whenever the facility is picked as a destination.
8. Contact person.
9. Notes.
10. Counts as a referral source — leave ticked if this facility sends you business. It then appears in the Refer by / source list on the booking form and on the sources report.
11. Active — untick when you stop working with them; the record stays.
12. Click Add facility.

Click any row to edit, then Save changes.

If the new facility's Location is not the one selected at the top, a green note after you click Add facility tells you where it went. Switch the Sacramento / Fresno selector at the top to see it.

Steps — moving a facility to the other location

Use this when a facility is listed under Sacramento but is really in the Fresno area (or the other way round).

1. Left menu → Partners → Facilities.
2. Click the facility's row.
3. Under Name, change Location to Sacramento or Fresno. A line appears: "Saving moves … from Sacramento to Fresno."
4. Click Save changes.

The facility leaves this location's list at once and shows in the other location's list. A green note at the top confirms it. The move is written to the activity log ("Facility … moved from Sacramento to Fresno").

What the move changes and what it leaves alone:

• It changes only which location's Facilities list and booking pickers show the facility. In Sacramento it stops appearing when booking; in Fresno it starts.
• It does not change any trip, client or invoice. Trips already booked to the facility keep their own location, their pickup and drop-off, and their Bill to. Clients who live there still live there. Invoice numbers, amounts and paid status stay exactly as they were. Bill to lists every facility, whatever its location.
• Address, phone, email, contact, notes and Active are not touched.

Who can do it: anyone who can already edit a facility (Executive, Dispatcher and Intake by default). An account limited to one location (Admin → Users & roles → Location access) can add a facility only to its own location and cannot move, or change, one that is in the other location; ask an account with access to both locations. A facility that is part of a Combine cannot be moved until that is finished.

Visit log

Below the Notes field on a facility's panel is the Visit log — a running, dated record of every visit to that facility, kept separately from the single Notes line above it (which still works exactly as it always has and is never changed by the log).

Steps — adding a visit

1. Click the facility to open its panel.
2. Scroll to Visit log.
3. Fill in Visit date (defaults to today), Contact (who you met), What was brought (flyers, treats, samples…), and How it went (Positive, Neutral, Negative — leave it on Not noted if you'd rather skip it).
4. Type what happened in the box below.
5. Click Add a visit.

The new entry appears at the top of the list — newest first — with who logged it. Nothing else on the facility's record changes when you add one.

To fix a visit you logged wrong, click the pencil icon on that entry, make your changes, and click Save visit.

If nothing has been logged yet, the log simply reads "No visits logged yet for this facility."

How the facility box works when booking

You never search for a facility separately. On the booking form:

• In Pickup from or To facility / destination, choose Type an address or facility… and start typing the name. Matches appear under Saved facilities — click to auto-fill; clicking one fills in the address, phone, suite and department.
• Typing a facility name into the client boxes at the top of the form lists the facility first, labelled "Facility — sets the pickup; type the patient's name above." Click it and the pickup is set while the patient boxes stay free — that's how you book a resident who isn't in the system yet.
• Clients who live at a facility (their Residence facility) show it as their home in the place list.

No match just means the facility isn't saved yet. Keep typing the name and enter the address below as normal.

Combining duplicate facilities

Sometimes the same place gets saved more than once — three "Woodside" entries for one building. Combine with… folds a duplicate into the one you want to keep, so every trip, client and invoice ends up under a single name.

Only Executive and Billing accounts see these buttons — they come with the Billing administration row on the Permissions tab (see 17 — Users, roles and permissions), because combining changes the facility on invoices.

1. Left menu → Partners → Facilities.
2. Click the duplicate — the entry you want to get rid of.
3. Near the bottom of the panel, under Duplicate or added by mistake?, click Combine with….
4. In Keep which facility?, choose the facility to keep. Only active facilities in the same location are listed, with their address, so you can pick the one with the right details.
5. Read What moves to … — for example "12 trips picking up there, 2 clients living there, 4 invoices". Nothing has changed yet.
6. Click Combine now. (Back leaves everything as it was.)

What changes:

• Where things point. Every trip that picks up, drops off or stops at the duplicate, every trip billed to it (Bill to), every client who lives there, every invoice and every logged call from it now points at the facility you kept.
• Trip place names that were the old name. Where a trip's pickup, drop-off or stop reads exactly the duplicate's name (capitals and extra spaces ignored) and is linked to the duplicate, it now reads the kept name — so the dispatch board, the driver's phone and the Dashboard's Top facilities show one name. A typed street address is never changed, and neither is a place that only mentions the name ("Woodside Village lobby") or is linked to a different facility.
• The duplicate itself. It is not deleted. Its Status shows Combined, with into … underneath; it disappears from the booking form and every other list, and it can't be made active again.
• The activity log gets a combine started line and, when it finishes, one line with the counts of everything moved.

What does not change:

• Invoice numbers, amounts and paid status.
• The name an invoice was billed under. An invoice keeps the name printed on it at the time (for example Woodside Village). Receivables shows the kept facility's name in the Bill to column, but the invoice's own billed name stays as it was.
• Recording one payment for several invoices works exactly as before: a payment can still only cover invoices billed under the same name, so an invoice billed as Woodside Village and one billed as Woodside are still paid separately.
• The kept facility's own details (address, phone, email). If the duplicate had a better phone or email, copy it across by hand first.

A green note at the top of the Facilities screen confirms what moved.

With three copies, repeat the steps for each extra one, always keeping the same facility.

If a combine is interrupted (lost connection, closed laptop), nothing is lost. The duplicate's Status shows Combining… into … — not finished. Click it → Combine with…: the facility to keep is already chosen and can't be changed, and the panel says "Combining into … isn't finished. Press Combine now to finish it." Click Combine now. Until it is finished, neither facility can be deleted or combined with a third one.

Something saved with the duplicate after combining? Click the combined duplicate → Check for anything left behind… → Combine now. Anything still pointing at it moves to the same kept facility; it can't be moved anywhere else.

Deleting a facility

Delete facility… (next to Combine with…, same accounts) removes a facility for good. It only works when nothing uses it — no trip, client, invoice or logged call — for example a facility added by mistake a minute ago.

1. Click the facility → Delete facility….
2. Confirm with OK.

If anything still uses it, the facility stays and a red line explains why — for example "Woodside can't be deleted because it is still used by 3 trips picking up there, 1 invoice". If it is a duplicate, use Combine with… instead.

It also can't be deleted when:

• it was combined into another facility (it is kept so older history still makes sense), or a combine of it is not finished;
• another facility was combined, or is being combined, into it — it is where their records now live.

The Delete facility… button doesn't show on a combined facility or one whose combine isn't finished.

Steps — adding a broker

1. Left menu → Brokers → Add broker.
2. Name — e.g. American Logistics.
3. Phone, Email, Contact person.
4. Billing notes — Portal, terms, submission process…
5. Active.
6. Click Add broker.

How brokers are used

• On the booking form, Payer / broker decides who is billed. Leaving it on Private pay / facility invoice means the client or the facility pays.
• Picking a broker usually means the trip needs an Authorization #.
• A client can have a Default broker on their record, which pre-fills the booking.
• The broker on the trip decides the payer type on the receivable, overriding the client's usual setting.

Facilities with no address

The Facilities list has an Address column, and a band across the top of the screen naming any facilities that have no address saved. Those are the ones a driver cannot navigate to, so they are worth clearing when you have a quiet few minutes. Click the facility, add the street, and every trip that uses it — the ones already booked as well as new ones — picks it up straight away.

Good to know

• Facilities are per location; check the Sacramento / Fresno switch if one is missing. If it is in the wrong one, change its Location (see Steps — moving a facility to the other location).
• Brokers are shared — adding one makes it available in both locations.
• Booking a trip with a facility pickup and no source recorded credits the facility as the source automatically. A broker does the same.
• Counts as a referral source is what puts a facility on the referral sources report — see 14 — Reports.
• To stop using a facility, untick Active; the badge changes to Inactive and the record and its history stay. Delete facility… is only for a facility nothing uses, and Combine with… is for duplicates — see above.

If something looks wrong

• The facility doesn't appear when booking — check it is Active and that it belongs to the location you are booking in. If its Location is wrong, open it and change Location.
• "Your account only works in …" when saving a facility — your account is limited to one location and the facility's Location is the other one. Ask an Executive, or another account with access to both locations, to add or move it.
• The suite or department doesn't fill in — those are only filled from a facility picked as the destination, and only when they are on the facility's record.
• A facility is missing from the sources report — tick Counts as a referral source on its record. The report only counts trips booked from then on.
• Nothing saves — Name is required.
• No Combine with… or Delete facility… button — they show only for Executive and Billing accounts, and not on a facility that is already Combined.
• "… is inactive. Make it Active first" when combining — the facility you chose to keep is inactive. Tick Active on it and save, or keep a different one.
• "… can't be made active again" — that entry was combined into another facility; use the one named on its Status instead.
• "Combining … isn't finished" — an earlier combine of this facility stopped part-way. Finish it into the same facility (see If a combine is interrupted above) before doing anything else with it.
• "… is itself being combined into another facility" — the facility you chose to keep is in the middle of its own combine. Finish that one first, then keep the facility it went into.