Integrating your existing rostering software with Birdie ensures all information stored on both systems is the same. There is some information that must be entered on the rostering system only and this will come through to Birdie. If you are having issues syncing a client or carer to Birdie it is always worth checking this dashboard to see where you can resolve the issue.
What Information is entered into my Rostering System?
Please see below the fields that must be entered and edited only on the rostering system, this may alter depending on which integration provider you are partnering with:
Client:
Name
Date of birth
Gender
Address
Access details
Contact details
Status*
Carer
Name
Email address
Phone number
Status*
*If your agency has status synchronisation turned on
For further guides on the specific information synced by your integration provider please see our integration article collection here- Integrations and External Rostering Systems.
How to view an integration error
Sometimes there can be issues with the synchronisation. To help keep you informed we have developed a notification system to alert you when an issue has occurred.
You can find the notifications on the top right-hand side of the agency hub, Click the circle arrow icon to see what integration issues you currently have.
Allow a couple of minutes for the system to process and reflect changes after making updates or resolving conflicts.
What type of integration errors are there?
There are 4 types of rostering errors that can be identified through this dashboard:
Missing client address coordinates
Mobile number already in use
Email already in use
Inactive clients with visits scheduled
Please note: If you are having issues entering or syncing information from your integration system we advise you reach out directly to them so that they can assist you quickly.
Missing Client Address Coordinates
You will receive an integration error if a client's address is missing coordinates. This needs to be rectified so that you can use the Geolocation feature.
How to fix this
Click the Client name(s) drop-down to see which Clients are missing coordinates.
Go to your rostering provider and add their coordinates to that system.
This will sync to Birdie (timing depends on how frequently your rostering system syncs to Birdie).
Important! Do not alter the address on Birdie, it needs to sync from your integration system in order to use Geolocation.
2. Mobile number already in use
You will receive this error if your carer cannot be synced because their mobile number is already in use. To use the Birdie app, users must have a unique mobile number.
Phone numbers must remain unique across the system, as duplication can lead to conflicts where carers are unable to sync their profiles. Additionally, conflicts may arise when numbers are associated with inactive profiles or are functioning as Next of Kin (NOK) contacts.
This could mean that:
There is another carer registered on your integration system using the same number
The carer has an inactive profile on your agency hub
The carer is working or has worked for another agency using Birdie
The carer is already registered on Birdie for the Care Circle app/NOK using the same number.- The number is being used as a Next of Kin (NOK) contact for a client, which prevents it from being linked to a carer
How to fix this
Number is being used by someone else: If the number is already being used by someone else in your agency consider changing or removing their number from your integration system so that the new carer can use it.
The carer no longer works for your agency and will not return: consider removing the number from your integration provider.
A carer has an inactive profile with your agency: consider making the inactive profile active again or removing the number from your integration system so the new profile can sync.
A carer is working or has worked for another agency using Birdie: please contact the Support team via the chatbot function or [email protected]. They will be able to link them to your agency hub for you.
If the carer is on the Care circle or NOK for a client: Even if this is for a different agency, this will cause an error. You need to remove their number or request that they remove themselves as a NOK and use another number for this. If this is not possible please contact the support team.
Unknown sync issue: try making a minor, inconsequential change to the caregiver’s profile, such as adding a small punctuation mark to their name, and wait up to 3 minutes for the sync to complete.
Duplicate carer profiles: remove the phone number from the duplicate profile, mark it as inactive, and resync visits to ensure proper synchronisation.
3. Email address already in use
You will receive this error if your carer cannot be synced across because their email address is already in use. Emails are a unique identifier so cannot be shared or duplicated on the system.
This could mean that:
There is another carer registered on your integration system using the same email.
The carer has an inactive profile on your agency hub.
The carer is working or has worked for another agency using Birdie.
How to fix this:
If the email is already being used by someone else in your agency consider changing or removing their email from your integration system so that the new carer can use it.
If the carer no longer works for your agency and will not return, consider removing the email from your integration provider.
If they have an inactive profile with your agency, consider making the inactive profile active again or removing the email from your integration system so the new profile can sync.
If the carer is working or has worked for another agency using Birdie please contact the Support team via the chatbot function or [email protected]. They will be able to link them to your agency hub for you.
4. Inactive Clients with visits scheduled
You will receive this error if a client is marked as inactive but has a visit scheduled. These visits will not appear in the app and could result in a missed visit.
How to fix this:
You will need to make sure the client is set as active on your rostering system so that their visit will sync to the app.
Or, ensure that you have cancelled/unassigned the visits on your integration system so that they do not sync through to Birdie.