How do the residents in your senior living community let you know they need assistance? Does your Care & Wellness staff have to treat every pendant press as an emergency, regardless of whether the need is urgent or not?
Pendant fatigue is real. We heard from communities responding to 5-10 pendant presses per resident daily. The sheer volume of these requests quickly causes overwhelm for already constrained, high-turnover Care & Wellness resources.
Our new 311 Assistance Request feature allows residents to use their TV to request non-emergency assistance. When requests come in, staff can neatly organize and manage all requests while assigning the appropriate department to respond.
311 allows communities to optimize Care & Wellness resources by shifting non-emergency requests to less busy times or offloading them directly to appropriate staff. No more dropping everything, only to find out the resident needs a new light bulb! This saves staff from unnecessary stress,
which can lead to burnout and workplace unhappiness, and gives care and wellness workers a little extra peace of mind.
How does it work?
Let’s say Martha in apartment 10B has a leaky faucet that won’t stop dripping. Definitely annoying, but nothing to raise the staff's heart rates over with an emergency pendant press.
Martha can head to “Assist Request” on her TV and select which staff department she’d like to get in contact with to request a faucet fix. Once she scrolls past the “Front Desk” and “TV Support” buttons, she’ll land on “Maintenance.”
After selecting “Maintenance,” she can “Schedule a Visit” from the maintenance team and speak into her Caavo remote to provide the details of her request.
Upon completing her maintenance request, she’ll see a message on her TV that a staff member will follow up with her shortly. Now Martha can patiently wait, knowing that the community has officially received and logged her request.
With 311, residents can submit requests for specific staff members — for example, asking the front desk to invite a family member to Caavo or letting Dining Services know they don’t need their dinner delivered. Caavo frees staff from false emergencies and confusing workflows.
Allowing Staff to Breathe Easier
On the backend of a 311 request, staff can sort through all of the unresolved assist requests, assign them to the appropriate team members, and even chat with the resident to gather more information or update them on the request status.
Caavo organizes requests by department, so managers can easily see which tasks are in the queue for a specific team. Who wouldn't want a system that keeps their teams accountable and organized and keeps processes efficient?
After staff resolves a resident’s request, they can mark it completed and add any final notes to document the work completed for the request. Caavo saves and files all resolved requests, making them easy to find if another issue arises at a later date.
Assist Request officially started rolling out to communities with Caavo on November 15th, but you can always contact our team if you have any questions about the update. If you’re looking to integrate Caavo into your community (we can’t think of a better Christmas gift for staff and residents!), request a demo and discover all Caavo has to offer!
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