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How to Override Pay Rate Cards - Upgraded Rostering

Learn how to override a rate cards for different visit set-ups

Anjelica avatar
Written by Anjelica
Updated over a week ago

Please note: This feature is available for partners using Birdie's upgraded rostering system. If you are using our existing rostering system, please see this article instead.

What are Pay Rate Overrides?

Pay rate overrides allow you to apply different pay rates to individual visit instances rather than using the default rate card assigned to a carer. This gives you maximum flexibility in your pay policies, enabling you to:

  • Offer incentive rates when staff accept visits on short notice

  • Provide premium pay for visits outside of working hours

  • Apply bespoke rates for specific circumstances

  • Manage complex pay structures with ease

When to use a Pay Rate Override

Pay rate overrides are particularly valuable for partners with complex operational needs. Common use cases include:

  • Negotiated rates for specific clients that differ from standard contracts

  • Incentive payments to encourage coverage of difficult-to-fill shifts

  • Premium rates for short-notice or out-of-hours coverage

  • Bespoke arrangements that require flexibility beyond standard rate cards


Setting Up Rate Cards

Before you can override pay rates, you need to create the specific pay rates you will use for overrides.

  1. Navigate to the Finance tab

  2. Click Pay rates in the left menu

  3. Click New Pay Rate or select an existing rate to Edit

  4. Set up your rate structure:

    • Choose Day type (Weekday, Weekend, Holiday, etc.)

    • Select Time of day or Always

    • Choose Rate type (Single, Fixed, or Banded)

    • Enter the rate amount

  5. Click Add to save the rate

  6. Click Save when all rates are configured

Pay rate card creation interface titled 'Pay rate card details' with a back arrow to 'Pay rates'. The form shows a Name field marked with red asterisk containing 'Override rate'. Under 'Default visit rates' section is a table with columns: Day(s), Applies, Type, Bands, and Rate. One row shows: 'All', 'Whole day', 'Single', '-', '£18.50' with edit and delete icons. There's an 'Add rate' button in the top right. Below is a 'Service type rates' section with description 'Override your default rates with rates that apply to specific service types' and an 'Add service type rate' button. At the bottom are buttons: Cancel, Save and assign caregivers, Reset, and Save (dark green).

For detailed instructions on creating pay rates, see our existing guide on How to Create & Assign Pay Rate Cards.


How to Override Pay Rate Cards

  1. Navigate to the Roster tab or Visit Calendar (the steps are the same)

  2. Click on the specific visit you want to override

  3. Select View visit on the drop-down menu

Visit calendar interface showing a weekly view from August 25-31, 2025 for client Adalberto Effertz. The left sidebar contains navigation menu items including Client profile, Basic information, Client information, Care plan, Task planner, Medication, Activity template, Visit template, Activity calendar, Visit calendar, and Care team. The main calendar grid displays time slots from 16:00 to 22:00. Two visit blocks are visible: 'Maiya Schaden' on Saturday at 16:00 and 'Briana Ondricka' on Friday at 18:00. A context menu is open over the Briana Ondricka visit showing options: View visit, Reassign, Edit visit, Unassign (in red), and Cancel visit (in red)

4. Scroll to the Pay Overview section

5. Click the three dots (…) button

6. Click on the Add override drop-down

Right-hand sidebar showing visit details for Adalberto Effertz on August 29, 2025, 17:45 to 18:45. The sidebar displays three tabs: Basic info (active), Activities, and Observations. Under Basic info: Planned time shows 17:45 to 18:45 (1hr), Status shows 'Scheduled' in blue, Group shows 'Same group as client' in green, Availability shows 'Out of hours' in yellow, and Actual times shows 'N/A'. Contact details section shows phone number and email. The Pay overview section is highlighted with a teal circle and shows Pay rate card as 'Senior Carer' with a blue link icon. A teal arrow points to an 'Add override' button with a pencil icon on the right side of the Pay overview section.

7. Configure your override:

  • Select new rate card: Select your desired override rate (you can only select one)

  • Reason field: Enter a reason for this override, for auditing purposes

Modal dialog titled 'Override rate card' with subtitle 'The carer will be paid based on the selected rate card.' The dialog shows carer details: Name is 'Briana Ondricka', Assigned rate card is 'Senior Carer', and Overridden rate card shows 'No override' crossed out with an arrow pointing to 'Override'. Below are two required fields marked with red asterisks: 'Select new rate card' dropdown menu showing 'Override' selected, and 'Reason for override' text field containing 'Unsociable hours'. At the bottom are two buttons: 'Cancel' (gray) and 'Override' (dark green).

8. Click Override to apply the override


Managing Your Overrides

Viewing existing overrides

All active overrides are visible in the right-hand sidebar when you select a visit. You will see:

  • The override rate currently applied

Right-hand sidebar showing the same visit details, but now the Pay overview section is highlighted with a teal border. The Pay rate card field now displays 'Override' as a blue link, followed by 'Overridden' in blue text. To the right is a three-dot menu button (ellipsis) indicating additional options are available for managing the override

Editing an override

To edit an existing override:

  1. Click the three dots (…) in the Pay overview section

  2. Select Edit from the dropdown

  3. Choose a different rate card or update the reason

  4. Click Override to apply changes

Removing an override

To remove an override and revert to the default rate:

  1. Click the three dots (…) in the Pay overview section

  2. Select Remove from the dropdown

  3. Confirm the removal by clicking Remove

  4. The visit will return to using the carer's default rate card

Modal dialog titled 'Remove rate card override' with subtitle 'The carer will be paid based on their assigned rate card.' The dialog shows carer information: Carer name is 'Briana Ondricka', Assigned rate card is 'Senior Carer', and Overridden rate card shows 'Override' crossed out with an arrow pointing to 'No override'. At the bottom are two buttons: 'Cancel' (gray) and 'Remove' (dark green).

Troubleshooting

  1. Visit Schedule Separation

Adding a rate card override will separate the visit from its schedule. What this means:

  • The overridden visit becomes independent from its original schedule

  • Future changes to the schedule will not affect this visit

  • The visit shows a striped bar indicator in the calendar view

  • This ensures your override remains intact regardless of schedule changes

  • You will see a visual indicator such as a striped bar indicating the visit has been detached due to edits (including overrides)

2. Override not appearing

  • Check the right-hand sidebar: Ensure you are looking in the Pay overview section

  • Verify permissions: Confirm you have access to modify pay rates

  • Refresh the page: Sometimes a browser refresh resolves display issues

3. Unable to edit an override

  • Visit timing: Ensure the visit has not already been completed

  • Rate card status: Verify the override rate card still exists and is active

  • System permissions: Check that your user role allows pay rate modifications

4. Override has disappeared unexpectedly

  • Schedule changes: Major schedule modifications might affect overrides

  • Rate card deletion: If the override rate card is deleted, the override will revert


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