Calls that interrupt care
Every routine call answered at the desk is a member of staff not with a resident. Operator takes the routine ones and hands over the rest.
For aged care providers
The front desk can’t be everywhere. Operator can.
One line per community that residents, their families and your staff can all ring — answering the routine, transferring the rest, and covering the hours you cannot staff.
The load
Families call because they care. Most calls have simple answers.
“What are visiting hours this weekend?” “How is Mum doing today?” “When is her next appointment?” Every one of those calls comes from love, and every one deserves a warm, accurate answer. Operator gives families that answer right away — so when a call truly needs your staff, they have the time to give it.
The hours you can’t staff
Nights, weekends, and the twenty minutes at handover. Families ring when they are worried, which is rarely between nine and five.
Residents with nobody to ask
The same line answers residents directly — a question at three in the morning that would otherwise become a call bell.
How it sits in your operation
Operator answers first. Your team stays in charge.
Nothing about this replaces your front desk. It puts a layer in front of it that you configure, and that hands over the moment it should.
1
It answers
On your community’s own number, with your greeting, knowing your visiting hours, your address and your routines.
2
It transfers
Warm transfer to the desk, the nurse station or a duty phone, by the rules you set — different in hours and out of them.
3
Staff can take over
A staff member can step into a live call at any point, with everything said so far already in front of them.
4
You can see everything
Every call is on the record — who rang, what was asked, what Operator said, and where it went next.
One community or fifty
Grows the way a provider grows — site by site.
Each community gets its own private space and its own number. Nothing is pooled between them: a family ringing one home cannot reach another home’s information, and each site’s greeting, hours and routing are its own.
- One account across the network, with a private space added per community as you open or acquire them.
- Configuration is per site — hours, transfer targets, what Operator knows — because no two homes run identically.
- Staff access is per site too, so a manager sees their community and a regional lead sees theirs.
- Start with one home. Most providers pilot a single site before rolling out.
“We started at one home to see whether families would accept it. The thing that convinced us was the out-of-hours log — how many calls we had been quietly missing.”
The part your compliance lead asks about
HIPAA-aligned, with a BAA.
Operator runs on the Gravity Rail platform, which is built for organisations handling protected health information. The specifics are on the privacy page; the headline is that this is a conversation we are used to having.
- A business associate agreement is available and expected for care community accounts.
- A private space per community — resident information is never pooled across customers or across your own sites.
- Every call is on the record, with who accessed what, for the audits you already run.
- Access is by named person and role, and can be removed the day someone leaves.
- Encryption in transit and at rest, on infrastructure that already carries clinical workloads.
Start with one home.
A walkthrough is thirty minutes and we will use your actual call patterns, not a canned demo. Tell us what your front desk is drowning in.