As mentioned previously, as of 2019 all calls begin with a phone call routed directly to your cell.  After you get some preliminary information and determine if you can get a video chat, you will ask them to open the rtNOW app click “Start Call” on the iPad within 5 minutes.

When a staff member at a facility clicks “Start call” on the iPad, a series of things happens.

• The rtNOW app will find out what agent is on duty with the appropriate licensure and training.  Let’s assume it is you.
• You will get a text to your cell phone notifying you of an incoming rtNOW call.
• You will also see a notification on the rtNOW app about an incoming video chat call.
  • It will appear ONLY on the top of the screen, so be sure to be scrolled to the top.
  • You will need to click on this notification to answer the call.
• When you answer the video chat call, the rtNOW App will automatically do 2 things:
  • Show you the webcam video from the facility.
    • The webcam video can be resized by clicking and dragging on the corners.
    • There are additional buttons for, for example, muting your microphone or stopping your webcam. Be wary of these – if a client can’t hear you or see you, consider that one of these may be pressed.
  • The rtNOW App will also automatically open the appropriate assessment page on your screen
    • The assessment page is pre-populated with the facility information.
    • You will always fill this out, even if you are using their EMR. 
    • Click “send fax” at the bottom of an assessment form when done.  It will send a fax to the the appropriate facility as a backup.

The “Assessment”

In the instance where you have not required a video chat and only had a phone call, please click on the “assessment” button on the top menu  to access an assessment form.  Remember, don’t use this button if you are on a standard video chat.  (An assessment form will automatically pop-up with a video chat).

• If you do have to click the “assessment” button, you will have to select some additional data (such as facility).  It will not be auto-populated.
• You will not be able to take a call while on the assessment screen.  Please fill it out quickly and hit “send fax” in order to be able to take the next call.

When done with a call and having submitted the assessment fax, always return to the scheduling page and scroll to the top. Click “Clear All Calls” and “Clear Call” if the notifications are there.