Ooma Text Messaging Guidlines

 CORE RULE: Use Ooma for brief, general communication only. Share the minimum information necessary and move detailed conversations to a verified phone call or another approved method. 

 Purpose and expectations 

● Use only the company-authorized Ooma account and confirm the telephone number before sending. 

● Keep messages vague and general. Assume another person could see the recipient's phone screen. 

● Follow documented communication preferences and restrictions. 

● Do not use group texts for client- or caregiver-related communication. 

● If details are needed, ask the recipient to call the office and verify identity before continuing. 

● Document the outreach and outcome in the appropriate company system, not only in the text thread. 

Information that must not be texted 

● Client or caregiver names, initials, addresses or specific locations 

● Dates of birth, diagnoses, conditions or other health information 

● Medicaid, insurance, identification or authorization information 

● Detailed schedules, dates worked, service plans or utilization information 

● Case manager information, family relationships or living arrangements 

● Screenshots, documents, timesheets, records or any information that could identify a client 

Staffing opportunities 

Use a broad service area, service type and approximate hours only. Do not provide client-specific information until interest is confirmed and identity is verified by phone. 

 When a caregiver expresses interest 

● Confirm only that a team member will call with more information. 

● Call the caregiver using the verified number and confirm identity. 

● Share only the information necessary to evaluate the opportunity. 

● Record the outreach and outcome in the appropriate company system. 

Misdirected messages or privacy concerns 

Stop the conversation and immediately notify your supervisor and Privacy/Compliance contact. Follow the privacy incident process. Do not delete or alter the message unless directed. 

Ooma Text 

APPROVED MESSAGES & DO / DON'T GUIDE 

Use these examples as written or with only general, non-identifying changes. 

Incomplete timesheets or time entries 

● "Hello, one or more of your time entries may be incomplete. Please log in to Pavillio to review and submit any outstanding entries." 

● "Our records show that you may have an incomplete timesheet. Please review your time entries and contact the office if you need assistance." 

● "Please review your recent time entries in Pavillio. An entry may still require submission or correction." 

● "One or more time entries may still need to be submitted. Please review Pavillio and let us know when this is complete." 

● "Please remember to submit any outstanding time entries as soon as possible. Contact the office if you are experiencing difficulty." 

If the caregiver asks for details 

● "To protect privacy, we cannot provide client or service details by text. Please call the office at [office number], and we will assist you." 

● "A team member can review the details with you by phone after verifying your identity. Please call us at [office number]." 

Other approved general messages 

● "Please call our office regarding your services." 

● "We are following up on a scheduling matter. Please call us at [office number]." 

● "A team member would like to speak with you. What is a good time to call?" 

● "We have a weekday caregiving opportunity available in the east metro area. Reply YES if you would like a call with more 

Prohibited examples 

● "Your timesheet for Mary Smith is incomplete." 

● "You forgot to submit Tuesday's four-hour homemaking shift." 

● "The client at 123 Main Street needs help this week." 

● "The client is underutilizing because your timesheets are missing."