Workflow by role
Request intake, PCO/person matching, assignment, care plans, contact logs, safety reports, and follow-up tracking.
The normal care workflow starts with a request. A request can arrive from an integration, form, webhook, or staff intake conversation, or a Queue Manager can enter it manually during triage.
The goal is to connect every request to a person, assign it to the right care worker, document every meaningful contact, and create follow-up tasks whenever the care record says follow-up is needed.
How to
Queue Manager or staff intake
Open Requests and create or review the request. Search for an existing person first, including PCO-synced directory records. If no match exists, create a new contact with first name, last name, email, and phone so the request is linked to People from the beginning.
Assign the request
Open the request detail page and assign it to an active Pastoral Care user, Pastoral Care Leader, or Admin. The assignee picker shows workload counts so the Queue Manager can route care without reading sensitive person details.
Care worker or admin reviews
The assigned care worker opens the request, reviews the person's context, updates status, and decides whether the need is a one-time follow-up or should become an ongoing care plan.
Start a care plan when care continues
From the person page, start a care plan or apply a template. Link the plan to the originating request when relevant, assign an owner, add goals, choose review dates, and use recommended resources when a template includes them.
Document every contact
For each phone call, visit, text, email, hospital visit, home visit, or video call, complete the Pastoral Care Contact Log. It records method, duration, reason, summary, care provided, referrals, notes, and follow-up need.
Escalate safety concerns
If a contact raises a safety concern, complete the Pastoral Care Safety Concern Report. It captures immediate risk, emergency response, statements, observed facts, pastoral response, referrals, follow-up plan, and confidentiality acknowledgement.
Track follow-up tasks
When a contact log or safety report marks follow-up as needed and includes a date, Epimely creates a pending task linked to the staff user and the person. The Dashboard, Tasks page, Queues, and person record keep that work visible.
Close the loop
Update request and care-plan statuses as care progresses. Use Queues to find assigned people without recent contact, then reassign work if someone is overloaded or a person has not been updated.
Tips
- Queue Managers can enter and route requests, but queue views remain redacted after intake.
- Care documentation should be factual, specific, and limited to what the church needs to care responsibly.
- The demo church includes Thomas Jackson as a PCO-matched person, Nora Bennett as a request-intake contact, James Wilson with a contact log, and Nora Bennett with a safety concern report.
Queue Managers route intake. Pastoral Care users, Pastoral Care Leaders, and Admins provide and document care. Admins manage templates, roles, exports, and audit.