Offboard a client or caregiver

Record why someone is leaving, handle their future visits, download their record, and set how long it is kept before deletion. Reinstate any time.

5 stepsUpdated for AveeCare
In this guide
Say why they are leavingDecide what happens to the scheduleTake a copy and choose how long to keep itConfirm, or reinstate laterSet your agency’s default retention

When a client passes away, moves to hospice or stops service, or a caregiver leaves, Offboard takes them off the schedule, records why, and starts a retention clock. Nothing is deleted on the day. Their record is removed only when the date you chose arrives, and you can reinstate them any time before that.

Quick answer

Open the person’s profile and press Offboard Client or Offboard Caregiver. Work through four steps: Why, Schedule, Record and Confirm. To bring them back, press Reinstate on their profile.

Open Patients

1. Say why they are leaving

  1. Press Offboard Client or Offboard Caregiver on the profile, and pick a reason.

    For a client: passed away, services ended, moved out of the service area, transferred to another agency, moved to hospice or a facility, funding ended, non-payment, or something else. For a caregiver: resigned, let go, stopped showing up, moved away, left home care, credential lapsed, passed away, or something else. Add a note if it helps.
    The Why are they leaving step of the Offboard Client window

2. Decide what happens to the schedule

  1. Review What this does to the schedule.

    Every visit that has not finished is listed. For a client the default is to cancel them; for a caregiver it is to unassign them so you can restaff. Change any one visit, or use Apply to all. A visit happening now is left as it is.

  2. Note the caregivers who will need a call.

    When a client leaves, the window lists the caregivers losing hours. A prepaid visit is named with its amount, and you can leave those as they are.
    The Schedule step listing future visits with Cancel all, Leave all as they are and Apply to all

3. Take a copy and choose how long to keep it

  1. Under Take a copy of their record, press Download archive if you want one.

    You get a ZIP of plain CSV files, a calendar file, every uploaded file and a README. It is optional and does not hold anything up.

  2. Answer How long do we keep their record?

    Pick 90 days, 1 year, 3 years, 6 years, 7 years or Keep indefinitely. The list under Always kept shows what is never deleted: visits, money, payroll, claims, incidents and the audit log. If a balance is outstanding you are asked to acknowledge it here.
    The Record step with retention choices and the Always kept list

4. Confirm, or reinstate later

  1. Read Here is what will happen, then confirm.

    The person becomes inactive and drops off the calendar and the caregiver app. Their profile shows a banner with the deletion date. Their own pages keep their history, and a client still sees care already booked in the family portal until you restaff or cancel it.

  2. To bring them back, press Reinstate on their profile.

    Every offboarding detail is cleared, including the deletion date, so nothing is deleted later.

5. Set your agency’s default retention

Open Business Settings

  1. In Business Settings, find Offboarding & record retention.

    Set how many days to keep clients and caregivers by default. Leave a box blank for seven years; the maximum is 25 years. This is only the date proposed when someone offboards: whoever does it can change it, or choose Keep indefinitely.

Common pitfalls

  • Making someone inactive by hand instead of offboarding. No reason, no visit decisions and no retention date are recorded. Use Offboard.
  • Ignoring an unpaid balance. The deletion is held on the date and your office is alerted until it is acknowledged.
  • Choosing a short retention period without checking your state. Most state home-care rules and agency counsel land on seven years.

Frequently asked questions

No. Offboarding marks them inactive, records why, handles their future visits and books a deletion date. Nothing is deleted until that date, and you can reinstate them before it.
Visits, invoices, payments and credits, payroll entries, insurance claims, incidents, progress notes a caregiver wrote in a client’s chart, and the audit log. The window lists these before you choose a date.
They stay, so they can still be billed and paid. Only visits that have not finished are offered for cancelling, unassigning or deleting, and a visit in progress is left as it is by default.
You are shown the balance and asked to acknowledge it. Without that, the deletion is held when the date arrives and your office is alerted.
It makes them active again and clears the deletion date and every other offboarding detail, so nothing is deleted later.
A ZIP with plain CSV files, a calendar file of their visits, every uploaded file and a README. Any file that could not be fetched is named in the README.

Keep going

Patient files

Drop documents, images, signed paperwork into a per-patient file vault.

Written by
Calvin Nesvig
Founding Partner, AveeCare

Builds AveeCare full-time. The AveeCare Help Center is written and maintained by the team that builds the product, so the steps in every article come from the same people who ship the features.

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