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Sending LOUs

AdminScheduler
🔒Requires permission: LOU.Send

Letters of Understanding can be sent to caregivers in two ways: automatically (triggered when a caregiver completes a Confirmation survey) or manually (initiated by an administrator or scheduler from the caregiver detail page). Both methods use the same template system and produce the same LOU document.

Automatic LOU Sending​

Automatic LOU sending streamlines the pre-deployment pipeline by eliminating manual steps. When configured, the system automatically generates and sends an LOU to a caregiver as soon as they complete and sign their Confirmation survey.

How It Works​

  1. A caregiver receives and completes a Confirmation survey, including providing their electronic signature.
  2. The system detects the survey completion and triggers the automatic LOU workflow.
  3. An LOU is generated using the default LOU template configured for the event (or the system-wide default if no event-specific template is set).
  4. All placeholders in the template are populated with the caregiver's data and event/assignment details.
  5. The generated LOU is emailed to the caregiver with a link to view and sign.
  6. The LOU status is set to Sent.

Configuring Automatic LOU Sending​

Automatic LOU sending is configured at two levels:

System-Wide Configuration​

  1. Navigate to Settings > LOU Configuration.
  2. Toggle Automatic LOU Sending to on.
  3. Select the Default LOU Template to use when no event-specific template is configured.
  4. Click Save.

Event-Level Configuration​

  1. Open the event detail page.
  2. Navigate to the Settings tab within the event.
  3. Under LOU Settings:
    • Toggle Automatic LOU Sending for this event (overrides the system-wide setting).
    • Select an Event-Specific LOU Template if you want to use a different template than the system default.
  4. Click Save.
tip

Event-level configuration takes precedence over system-wide settings. This allows you to use different LOU templates for different events (e.g., different compensation terms for different clients) while maintaining a sensible default.

When Automatic Sending Does Not Apply​

Automatic LOU sending will not fire in the following situations:

  • The caregiver already has an LOU in Sent, Signed, Accepted, or Active status for this event.
  • Automatic LOU sending is disabled at both the system and event level.
  • No default LOU template is configured.
  • The caregiver's assignment details (facility, unit, shift) are incomplete, preventing placeholder resolution.

In these cases, you must send the LOU manually.

Manual LOU Sending​

Manual LOU sending gives administrators and schedulers full control over when and how LOUs are sent. This method is used when automatic sending is not configured, when the LOU needs customization before sending, or when re-sending is necessary.

Step 1: Navigate to the Caregiver​

  1. Open the event detail page and navigate to the Candidates tab.
  2. Find the caregiver in the candidate list and click their name to open the Caregiver Detail Page.
  3. Alternatively, navigate to Caregivers in the left sidebar and search for the caregiver globally.

Step 2: Open the LOU Section​

On the caregiver detail page, click the LOU tab. This tab displays:

  • The current LOU status for this caregiver and event (if an LOU exists).
  • A history of all LOUs sent to this caregiver across all events.
  • A Generate LOU button (if no active LOU exists for the current event).

Step 3: Select a Template​

  1. Click Generate LOU.
  2. The template selection dialog opens, showing all active LOU templates.
  3. Select the desired template.
  4. Click Generate to create the LOU document.

Step 4: Preview the Generated LOU​

After generation, the LOU is in Draft status and a preview is displayed:

  • Review the full document with all placeholders resolved to the caregiver's actual data.
  • Verify that the assignment details (facility, unit, shift, dates) are correct.
  • Check the compensation section for accuracy.
  • Ensure the signature field is present and properly positioned.
caution

Carefully review the generated LOU before sending. Once sent, the document content is locked and cannot be edited. If errors are found after sending, you must void the sent LOU and generate a new one.

Step 5: Customize (Optional)​

If the generated LOU needs modifications for this specific caregiver, you can make edits before sending:

  1. Click Edit on the draft LOU preview.
  2. The rich text editor opens with the generated content (placeholders already resolved).
  3. Make any necessary changes:
    • Add caregiver-specific notes or instructions.
    • Adjust compensation details for a negotiated rate.
    • Add or modify policy language.
    • Update dates or assignment details.
  4. Click Save Draft to preserve your changes.
note

Edits made to a draft LOU are specific to that individual document. They do not affect the underlying template or any other LOUs generated from the same template.

Step 6: Send the LOU​

  1. Click the Send button on the draft LOU.
  2. A confirmation dialog appears showing:
    • The caregiver's name and email address.
    • A summary of the LOU contents.
    • A reminder that the document will be locked after sending.
  3. Click Confirm Send.

After sending:

  • The LOU status changes to Sent.
  • The caregiver receives an email with a personalized link to view and sign the LOU.
  • The sent date and time are recorded on the LOU tab of the caregiver detail page.

LOU Email​

The email sent to the caregiver contains:

ElementDescription
Subject Line"Your Letter of Understanding - [Event Name]"
GreetingPersonalized with the caregiver's first name.
SummaryA brief description of the LOU purpose and the event it relates to.
Call-to-Action ButtonA prominent "Review and Sign Your LOU" button linking to the signing interface.
DeadlineIf a signing deadline is configured, it is displayed prominently.
FooterOrganization branding and contact information for questions.

Re-Sending an LOU​

If a caregiver has not responded to a previously sent LOU, you can re-send the original email:

  1. On the caregiver detail page, navigate to the LOU tab.
  2. Find the LOU with status Sent or Viewed.
  3. Click the three-dot menu next to the LOU.
  4. Select Resend Email.
  5. Confirm the action.

The caregiver receives a new email with the same link. This does not create a new LOU -- it re-sends the notification for the existing one.

Voiding a Sent LOU​

If an LOU was sent in error or the assignment details have changed, you can void it:

  1. On the caregiver detail page, navigate to the LOU tab.
  2. Find the LOU you want to void.
  3. Click the three-dot menu and select Void.
  4. Enter a reason for voiding (required for audit purposes).
  5. Confirm the action.

Voided LOUs are marked with a Voided badge and retained for historical reference. The caregiver is notified that the LOU is no longer valid. You can then generate and send a new LOU as needed.

caution

Only LOUs in Sent or Viewed status can be voided. Once a caregiver has signed an LOU, it cannot be voided -- it must be declined by an administrator instead.

Bulk LOU Sending​

For events with many confirmed caregivers, you can send LOUs in bulk:

  1. Navigate to the event's Candidates tab.
  2. Filter the candidate list to show caregivers in Confirmed status who do not yet have an LOU.
  3. Select the desired caregivers using checkboxes, or click Select All.
  4. Click Send LOU in the bulk action bar.
  5. Select the LOU template to use for all selected caregivers.
  6. Review the count of caregivers who will receive an LOU.
  7. Click Confirm Send.

Each caregiver receives an individually generated LOU with their specific assignment details, all from the same template.

info

Bulk sending generates individual LOUs for each caregiver -- it does not send a single generic document. Each LOU is personalized with the caregiver's data.

Role Permissions​

ActionAdminSchedulerSupervisor
Generate LOU (Draft)YesYesNo
Preview/Edit Draft LOUYesYesNo
Send LOUYesYesNo
Resend LOU EmailYesYesNo
Void LOUYesNoNo
Bulk Send LOUsYesYesNo
Configure Automatic SendingYesNoNo

Next Steps​