Privacy Policy

CoverNow is call-off intake and shift-coverage software for residential care agencies. Agencies are our customers. Their staff and supervisors use CoverNow by text, phone and web.

When we handle an agency's staff data, we do it on the agency's behalf and under our agreement with them. The agency decides what goes in. For questions about your employment records, ask your employer first. We'll help them answer.

From agencies, about their staff

• Name, employee ID and mobile number
• Employment status and type, and pay rate if the agency uses cost ranking
• Which homes you're cleared for, certifications and expiry dates
• Schedule, availability and hours worked
• Home address, used only to estimate travel distance to each home. Supervisors see the distance, never the address

From you, when you use the line

• Texts you send and receive, with delivery status
• Call details, and recordings or transcripts if your agency turns recording on (you'll hear a notice)
• The reason you give for a call-off, stored word for word
• A hashed PIN, if your agency uses PINs
• When and how you agreed to receive texts

From console users and website visitors

• Name, work email and role for supervisors, schedulers and admins
• What you send us through forms or email
• Basic technical logs, like IP address and browser, to keep the service secure

We don't collect information about residents. Homes are stored by name and address only. No resident names, diagnoses or care details. Our import tools reject columns they don't recognise instead of storing them.

We don't run ads or ad trackers.

• Log call-offs and open the affected shift
• Check who can safely cover a shift, and rank them by the agency's rules
• Send shift offers, confirmations, check-ins and supervisor alerts
• Keep an audit record of every step for the agency's compliance needs
• Give agencies reports like time to fill and overtime estimates
• Secure, support, fix and improve the service

We don't sell personal information, and we don't use it for advertising.

If a call-off reason suggests medical or other protected leave, CoverNow routes it to your agency's HR team only. Supervisors and schedulers see “Routed to HR”, not your words. Coverage isn't delayed.

We use AI models to read free-text call-offs (for example, which shift you mean) and to handle voice calls. We use providers whose terms bar training on our data, and we send the least information needed.

Shift eligibility comes from the agency's rules, not AI. The final say on exceptions stays with your supervisor.

• Your agency, the employer we work for
• Service providers who run parts of CoverNow for us under contract: hosting and database, texting and calling, AI processing, and error monitoring
• Address lookup. To work out distance, a staff home address is sent, on its own with no name attached, to the US Census Bureau's public address lookup service
• Authorities, when the law requires it
• A buyer, if CoverNow is sold or merged. This policy would still apply

No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Text messaging opt-in data and consent will not be shared with any third parties.

We keep data while an agency uses CoverNow, plus the time our agreement and the law require. Audit records are kept longer, because agencies may need them for regulators, and they can't be edited once written. When data is no longer needed, we delete it.

• Encrypted in transit, and each agency's data walled off from every other agency
• PINs stored hashed, never in plain text
• Multi-factor sign-in for admin, HR and compliance users
• Access to data is limited by role, and our own support access is logged

• Text STOP to stop texts. See our SMS Terms
• Ask your employer to correct your records. They control what's imported
• Ask us about your data at privacy@covernow.ai. Your state may give you more rights, and we'll handle requests with your employer as the law requires

CoverNow is for working adults. We don't knowingly collect data from anyone under 16.

We may update this policy. The date at the top shows when it last changed.