7.2 To-dos: How to Review and Respond to Care-Blocking Items

Note: To-dos were previously called "Escalations." Same idea, clearer name, and a faster way to act on them.

What Are To-dos?

To-dos are action items from Alpaca that appear when a client needs your attention before they can move forward in care. For example, you may need to accept or deny a new referral, or schedule an assessment for a client whose insurance has been verified.

To-dos are created automatically by Alpaca when certain conditions are met, so you never have to create them yourself. When something needs your input, it shows up on your To-dos page.

How to Access To-dos

1. Log in to your Alpaca dashboard.

2. Click To-dos in the left-hand navigation menu.

3. You'll see your queue for the organization. A red badge on the To-dos menu item tells you how many items are overdue (not the total, just the ones that need action now).

Reading Your Queue at a Glance

The queue is designed so you can tell what needs you first, without reading every row.

• Overdue items are red and sit at the top. The most overdue item is first.

• On-track items are gray and sit below. These aren't urgent yet. That can mean the item is still inside its normal response window, or that it's an early heads-up about something coming up, like an upcoming reassessment we're reminding you about ahead of time.

• A red line at the top of the list tells you how many items are overdue. If nothing is overdue, that line disappears and you're all caught up.

• Tabs let you switch between Open, In progress, Snoozed, and Completed.

When does something become "overdue"? Each type of to-do has its own timing. As a rule, most items stay on track (gray) for about three business days after they reach you, then turn red if you haven't acted. Gray also covers early reminders: an upcoming reassessment appears gray well ahead of time, just so it's on your radar, and only turns red about a week before the authorization lapses. A few time-sensitive items (like a missed assessment) arrive already marked overdue.

Understanding To-do Statuses

Each to-do has one of four statuses:

Two Ways to Respond

Every to-do gives you two buttons, so you can move as fast or as carefully as you want:

• Quick solve (the main button on the right): one click takes you straight down the most common path for that item. For a new referral that's "Accept referral"; for a ready-for-assessment client it's "Book assessment." Use this when the situation is exactly what you'd expect.

• Other options (the button on the left): opens a short guided questionnaire that walks you through a couple of questions and lands you on the right action for your specific situation. Use this when it isn't the straightforward case.

Step-by-Step: Reviewing and Responding

Step 1: Scan your list

Open the To-dos page. Red items at the top are overdue and need you first; gray items below are on track. Each row shows the client, the type of to-do, how long it's been open, and its status.

Step 2: Filter, search, and switch tabs (optional)

• Use the tabs to move between Open, In progress, Snoozed, and Completed.

• Use the search bar to find a to-do by client name, clinician name, or type.

• Use the date range picker to narrow by when items were created, and click a column header to change the sort.

Step 3: Act from the row, or open it

• If it's the obvious case, click Quick solve right from the row and you're done.

• Otherwise, click the row (or Other options) to open the to-do. You'll see a short guided flow, the client's contact information so you can reach out if needed, and a history of anything already done on this item.

Step 4: Answer the guided questions

When you open a to-do, Alpaca asks a couple of plain-language questions (for example, "Did you talk to the family?") and guides you to the right outcome. Pick the answer that matches your situation and keep going until you reach the action.

Step 5: Fill out any details

Some outcomes open a short form (for example, a date and time for a session, or a reason). Fill in the fields and click Submit. You'll see a confirmation and the to-do updates to its new status.

Step 6: Snooze it if you're waiting on something

If you can't act yet (for example, you're waiting on a family), choose Snooze for now and pick a date for it to come back. You can snooze up to two weeks. If you need more than two weeks, you'll be asked for a short reason (at least ten words) so we understand what's holding it up. Snoozed items return to your Open list on the date you set, or sooner if the issue resolves.

Step 7: Check back as needed

• Resolved items are done. No further action.

• In Progress with Alpaca items are ours right now. Nothing is needed from you unless they come back.

• Snoozed items will return on their own.

The Kinds of To-dos You'll See

Alpaca creates a to-do whenever a client is blocked at a specific point in care. Here are the types and the one-click "quick solve" for each:

For any of these, "Other options" opens the full guided flow so you can pick a different path (for example, hand it to Alpaca, snooze it, or discharge the client).

Example: a "Referral feedback required" to-do

When you open it, you'll be asked whether you've talked to the family:

• Accept the referral. Alpaca begins onboarding (insurance setup, family notification) and prompts you to book the first appointment. Status becomes Resolved.

• Deny the referral. You give a reason, and Alpaca rematches the client with another provider. Status becomes Resolved.

• You've scheduled a time to talk but haven't yet. Snooze it until your call. Status becomes Snoozed.

• The family isn't responding. Hand it to Alpaca to re-engage them. Status becomes In Progress with Alpaca, and it returns to you if they still don't respond.

Example: a "Ready for assessment" to-do

• Book the assessment. Opens the scheduler so you can book it directly. Status becomes Resolved.

• It already happened. Log the completed session so it gets billed. Status becomes Resolved.

• You're waiting on the family or a caregiver form. Hand it to Alpaca, or snooze it while you follow up. Status becomes In Progress with Alpaca or Snoozed.

Frequently Asked Questions

What's the difference between gray and red?

Gray means the to-do is on track, so there's no rush yet. That includes early reminders about things coming up, like an upcoming reassessment we're flagging ahead of time. Red means it's overdue and should be handled now. Overdue items always move to the top of your list.

What does "In Progress with Alpaca" mean?

It means you handed the item to us and our team is working it (for example, re-engaging a family or sourcing an RBT). You don't need to do anything, but it can come back to you if the issue isn't resolved.

Why did a to-do I already responded to come back?

Either it was snoozed and its return date arrived, or you took a non-final action (like handing it to Alpaca) and the underlying issue still isn't resolved. Open it and check the history to see what was done, then take the next step.

Can I undo an action?

No. Once you submit a response it's processed right away. If you made a mistake, contact Alpaca support and we'll help.

Do I need to create to-dos myself?

No. Alpaca creates them automatically when a client needs your attention. They appear in your queue when action is required.

What if I don't see any to-dos?

That means there are no care-blocking items that need you right now. You can open the Completed tab to review past items.