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Secure Call Monitoring
Secure Call Monitoring

Our Secure Call Monitoring options makes it possible to be even more confident in your care delivery.

Luke Cullimore avatar
Written by Luke Cullimore
Updated over a week ago

Please note: The following feature is available for all of Birdie’s packages.

What is Secure Call Monitoring?

Birdie offers Secure Call Monitoring to ensure care managers know that care is being delivered at the right place, at the right time. We offer two call monitoring options, Geo Check-In and QR codes.

We also support One-Time Password Check-In (OTP) for our partners using an integration with CarePlanner.

Geolocation Check-In

First, you must ensure that the address is entered in the search function of the About me page. A manually added address will not create the geo-coordinates.

Geo check-in works by using the GPS location of Care Professionals to determine if they are in an expected location. A Care professional's location is only tracked upon them checking in and out of their Care Recipient's visit.

When a Care Professional checks into their visit, the app will compare the phone's GPS location to the location of the Care Recipient's home 

If they are within 200m of the Care Recipient's address, the check-in or out will be successful.  

If they are outside this 200m radius, the app will deem this a forced check-in or out indicating the carer's location doesn't match the address for the Care Recipient, if this happens an alert will be generated.

If a Care Professional refuses to allow access to the Secure check-in feature then they will have to force check-in and check-out of every visit and each time, an alert will be generated and shown in the agency hub.

A forced check-in alert will appear in your Inbox tab so you can act upon it. On the map, the purple house represents the Care Recipient while the blue dot represents the Care Professional.

How to turn off geo check-in for specific Care Recipients

You can turn off geo check-in for specific Care Recipients, this is ideal for those who can be cared for in various different locations in the community or live in rural areas or areas with low/no signal and will see the end of numerous forced check-in/out alerts.

  1. Navigate to your Care Recipient's profile

  2. Click the Settings tab on the left-hand side menu

  3. Here you can choose to turn the geo-location feature on or off

Please note: Geolocation cannot be turned off for certain visits, it is either enabled or disabled, it is also not possible to bulk turn off/on geolocation for Care Recipients, this needs to be enabled/disabled individually.

Flexible geo-location radius settings

For Care Recipients who live in rural areas or areas with low/no signal, it might be necessary to extend the radius to improve the accuracy of the geo check-in feature.

To do this, Go to the Clients tab and select your Care Recipient, click on their About me tab and under Contact details click edit.

Use the secure check-in zone slider to change the radius, the purple circle around the Care Recipient's home shows this:

You’re able to extend the radius of the check-in of a Care Recipient's home, up to 500 meters.

Geolocation Birdie Academy video

QR codes

QR codes are our third secure call monitoring option and arguably the easiest method to check in with as carers don't need to share their location settings or even use mobile signal allowing care professionals to securely check-in even in rural areas.

Each Care Recipient will have a unique QR code that can be generated from their profile page in the agency hub, once this has been done all you need to do is print the code and leave it in their home for the caregiver to scan on arrival.

How to generate a QR code

  • Click on your Care Recipients profile

  • Click on Settings

  • Toggle the QR code check-in on

  • Print the QR code

  • Place the QR code in the Care Recipient's home

A pop-up box will appear stating that the QR code has been generated. You will need to print this QR code, you can do this straight away by clicking Print QR code.

You will need to place this QR code in the Care Recipient's home straight away so that the care professionals can check-in.

Please note: If you cannot place it in the home straight away toggle the QR code switch off until you are able to place it in the Care Recipient's home and then toggle the code back on, you will not need to regenerate a new code.

If the code gets lost or damaged you can generate another one by clicking Regenerate QR code and printing the new code again.

If you are using both geolocation and QR codes together a care professional will be checked in when they are in proximity of the Care Recipient's location.

QR codes Birdie Academy video

Using QR codes and Geolocation together

You can use geolocation and QR codes together to ensure Care Professionals will always have a reliable method of checking in. Follow the set-up guide above to enable this for your Care Recipients.

How does it work?

  1. Geolocation will be the first check-in method triggered when the Care Professional checks into the visit.

  2. If they are in the correct location they will then be prompted to check in again using the QR code. 


  3. If they are in the wrong location they will be asked to force check-in before using the QR code.

OTP Check-In

Our OTP Check-In option works by care professionals generating an OTP code and using this code to log into their visit on the Birdie app.

How does Secure Check-In work with my rostering integration?


If you are using CarePlanner with Birdie, we will send back check-in and check-out times that will be visible on your CarePlanner interface. When viewing your CarePlanner interface, it will show you if the check-in/check-out was verified. 

Successful Geo Checkin/outs will appear with ‘app’ as their source whilst forced Geo Checkin/outs will appear as ‘none’.

Successful OTP Checkin/outs will appear with ‘OTP’ as their source when using CarePlanner.


If you are using Birdie alongside your Staffplan rostering system, you will receive all check in and check-out times visible on your interface, however, you won't be able to distinguish between verified and unverified check in/out's.


When using Birdie with Coldharbour, you'll be able to see what check in and check outs have been verified using Secure check-in.

What to do before you start using Secure check-in

As the secure check-in feature tracks the location of carers, before you start using it you might consider telling your employees that you will be tracking their location before using the Secure check-in feature.

Secure call monitoring is available to all agencies but is totally optional, if you want to use this feature please contact your account manager or the customer care team.

Please note that caregivers with their own personal phones may be able to hack their phones meaning our secure call monitoring options may not work for these users and we can't guarantee these options will work. 

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