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• Left menu. Your pages are grouped by task. Click a group name to open or close it; the small icons above the menu collapse or expand every group, and the third icon hides the menu (the ☰ button in the top bar brings it back). The portal remembers which groups you left open.
• Search portal. The box at the top of the menu filters the menu as you type and, after a moment, also finds records you are allowed to see: clients, staff, documents, articles. Press Enter to open the first match, Escape to clear.
• Top bar. Help opens this guide, ? opens the quick guide for the page you are on, the bell shows notifications, and your name opens Profile, Account settings and Sign out.
• Theme. The System / Light / Dark control at the bottom of the menu sets the colour theme for this browser.
• Times. Every schedule time in the portal is Eastern Time (EST in winter, EDT in summer), whatever time zone your device is set to. Time fields carry a small "Eastern Time" note.

The bell in the top bar collects everything that needs your attention: new requests, replies to your messages, approvals, documents and reminders. A number on the bell is the unread count.

1. Click the bell to open the list. Each item names what happened and when.
2. Click an item to open the page it refers to. It is marked read automatically.
3. Use Mark all read to clear the badge, or the small × on an item to dismiss just that one.

The list refreshes on its own about every half minute while the tab is open.

1. Sign in at Portal sign-in with your email, username or (staff) employee number.
2. Forgot your password? Use Forgot password on the sign-in page and check your spam folder. Reset links are personal; never forward one.
3. To change your email, username or password, open your name at the top right and choose Account settings. Changing the password signs out every other device.
4. Two-step sign-in (staff). Managers, admins and super admins must enrol an authenticator app. Account settings shows a QR code; scan it with Google Authenticator, Microsoft Authenticator, 1Password or similar, enter the six-digit code, and save the ten recovery codes somewhere safe. From then on each sign-in asks for a fresh code. Lost the phone? Use a recovery code once, then re-enrol.
5. The first sign-in after the terms change asks you to read and accept the Terms & Conditions before continuing.

Never share passwords, authenticator codes or reset links, and always use your own account, even when acting for a loved one.

Messages is the way to reach the office in writing about anything that is not urgent. Each conversation is a ticket with a subject, a category and a status.

1. Open Messages in your menu and choose + New Ticket (facilities: Open a general ticket).
2. Pick a category: Service Plan (home care needs), Tech Support (signing in, settings, documents), Inquiry (services, an appointment, billing) or Other. The form shows a few follow-up questions for that category.
3. Enter a subject and the details, then submit once. You will see the ticket in your list with its status: Open, Waiting reply, In progress, Resolved or Closed.
4. Replies arrive on the bell and in the ticket thread. Open the ticket to answer or attach a file.

For anything urgent about today's visit or ride, call (410) 679-0942. For a medical emergency call 911; the portal is not monitored for emergencies.

A yellow banner announces a scheduled maintenance window. During maintenance you can read everything but changes are paused; wait for the banner to clear before trying again. A "Dev mode" banner means a super admin has switched on troubleshooting tools; it changes nothing about what you can do. A "Viewing as" banner means a staff member is previewing an account to help with a problem; that access is recorded.

The dashboard shows your next appointments, open requests, unread messages and quick actions. Request a Service Plan opens a ticket for home care needs; My Appointments is where rides and visits are requested.

1. Open My Appointments and choose Request New Services.
2. Choose the service. For transportation, fill in the ride block: pickup address, up to five stops, drop-off address, vehicle type (Ambulatory, Wheelchair van or Stretcher / BLS ambulance), Wait & Ride minutes if the driver should wait, and Round trip if you need to be brought back. Tick Save these addresses to reuse them next time.
3. Choose the date and time (Eastern Time), add notes, and submit.
4. A request is not yet a confirmed booking. The office reviews it, prepares a quote for transportation (see My Quotes), and confirms. Watch the status on the appointment card and the bell.
5. To cancel or change a request, open the card and use the buttons there, or send a message. Same-day changes should be phoned in.

Round trips and stops appear as legs on the day of the ride, and you can see when the driver is on the way, has arrived and has completed each leg.

When the office sends you a transportation quote it appears under My Quotes with the price and the trip details. Open it to download the PDF, accept it (which books the ride) or decline with a reason. A quote that has not been sent to you is not shown.

• Billing & Payments lists invoices with their status and PDF. Payment instructions are on the invoice.
• Documents is a secure place to upload paperwork the office asks for (identification, insurance, care instructions). Choose a category, pick the file (PDF or photo, up to 10 MB) and upload. The office is notified.
• My Agreements lists the agreements the office has asked you to sign. Read each one, type your name, tick the box and sign with your finger or mouse. A signed copy stays with your record.

Your name at the top right opens Profile: contact details, saved addresses, emergency contact, mobility notes and, for BLS rides, height and weight. The Text message alerts switch lets the office send ride updates by SMS; turn it off at any time.

1. A client (or the office) invites a family member from Family Access in the client's menu. The invitation email carries a setup link.
2. Someone caring for a loved one who is new to Golden Days can start at Set up family access; the office confirms the link.
3. Each family account has permissions: view appointments, manage appointments, send messages, view the service plan, view documents, view billing. The family dashboard shows only the sections that are permitted.
4. The family dashboard is one page with tabs: Overview, Appointments (with an Upcoming / Past / All filter), Service plan, Billing and Messages. Request a Service Plan and Open a ticket need the messaging permission.

1. Register at Register your facility. The office approves the account, and the first user becomes the facility administrator.
2. Facility administrators add team members under Organization → Team Members (send an invitation or create the account directly). Regular users can book and message; administrators also see Quotes and Billing & Payments.
3. Add patients under Bookings & patients → Patients. A new patient link waits for office approval before the first booking.

1. Choose Book transportation. Select the patient, date and pickup time (Eastern Time), pickup and destination, mobility needs, whether an escort rides along, and a return trip if needed.
2. For a standing schedule (dialysis, therapy, day programs) use the recurring option: one booking is created per date, each with its own number and status.
3. Submission is a request. The office confirms availability; watch Upcoming bookings and the bell. Questions from the office appear under Requests to review.
4. On the day, the booking shows crew assignment and progress. Facility handoff signatures are collected at pickup and drop-off.
5. Booking history keeps completed and cancelled trips; open a trip for its documents and messages.

Messages opens general support tickets that are not about a specific ride (portal problems, service questions, billing). For a specific trip, open the booking and use Trip conversations so the note stays with that ride. Call the office for urgent same-day changes.

Quotes the office sends appear under Quotes; confirm or decline them there. Billing & Payments lists invoices, including monthly invoices that cover several trips and patients, with PDFs and payment status. Regular facility users do not see amounts.

Today's Jobs lists what is assigned to you today, plus any open job from the last two weeks marked with its date, with completed work grouped separately. Tap a job to open it in Dispatches, where the trip is worked.

1. Open Dispatches. The view selector shows Active & upcoming, Past or All; search by patient or number.
2. Before the first trip, complete the vehicle pre-check (mileage, the checklist for that vehicle, any issues). It is required once per shift.
3. Open the job and work it in order: Start (on the way), Arrived, Pickup, Drop-off. Round trips and extra stops show as legs; each leg has its own arrive, pickup and drop-off, and the trip completes after the last leg.
4. Handoff signatures. On facility trips the first pickup and the final drop-off ask for the facility contact's name, title and signature (drawn on the screen). Private trips do not, unless dispatch turned signatures on for that trip. You can still record a handoff from the link on any confirmation.
5. BLS trips need the rider's height and weight before pickup; enter them or choose "Collect on arrival".
6. Use the buttons on the job to call dispatch, open eMEDS for the run report, add trip documents (prescriptions, discharge paperwork, referrals) or show the client the review QR code.
7. At the end, Complete job records the end mileage and notes. Only the office closes the trip after reviewing the documentation.

Times on legs and handoffs are stamped by the server in Eastern Time. If you missed a step, use the time fields to record when it actually happened.

Vehicle Duties is for reporting a vehicle issue (warning light, damage, missing equipment). Choose the vehicle, describe the problem, add a photo, and submit; a maintenance work order is created and dispatch is notified. Pre-checks and trip steps live in Dispatches.

My Schedule lists your visits by day. My Clients shows each client's care plan, notes, precautions and contacts. Record visit notes from the visit card.

1. Open Timesheet. Add each day's work as an entry (date, start and end in Eastern Time, break, what you did). + Add Completed Job pulls a finished dispatch in with its times. Save entry to draft keeps it; one draft can hold up to 100 entries.
2. Review the totals, then confirm and sign. You can draw a signature, upload one, or use the saved signature from your profile.
3. Submit. The whole draft becomes one signed submission with one PDF receipt. Future dates, overlapping or duplicate entries are rejected before signing.
4. A manager approves first, then an admin marks it payroll-ready. If it is returned, the note explains why; correct the entries and submit again.

Open Time Off Requests, choose the dates and type, add a note and submit. Managers approve or decline; the decision arrives on the bell. Approved leave blocks assignments on those days.

• Credentials (under Profile) lists your licences and certifications with expiry chips. Add a renewal with the new expiry date and the document; the office reviews it. Reminders arrive 90, 60 and 30 days before expiry and once after.
• Employee Resources holds the handbook, training material and forms, plus the workers' compensation incident form (date, time, what happened, witnesses, documents). Submitting notifies managers.

1. Pick the day. Chips filter by job type (Ambulatory, Wheelchair, BLS); the selects filter by status and crew.
2. Assign a driver or a standing crew from the job card. Standing Wheelchair and BLS crews are set up under Fleet & Vehicles → Crews.
3. Pre-approve lists what is still missing before a job can start (quote, documents, rider details). Bells mean action: quote missing, documents overdue (24 hours after completion), or wait time running over (the clock warns at 75 % and 100 %).
4. Signatures sets whether facility handoff signatures are required on that trip. Facility trips default on; private trips default off.
5. Propose a different time sends the rider or facility a new pickup time to accept. Reschedule and message the crew from the card. Only admins close trips or approve compliance documentation.

Queues: Needs action, Completed / payroll-ready, Rejected, All submissions. Each row is one signed submission; expand Entries to see every day. One decision applies to the whole submission: approve, or reject with a note the employee can act on. Download signed PDF gives the receipt. Admins complete the second approval to make it payroll-ready.

• Time-Off Approvals: approve or decline with a note; conflicts with assigned work are shown.
• Service Plans (home care): create or update a client's plan, tasks and schedule; the client sees the current plan in their portal.
• Fleet Management: vehicles, per-vehicle pre-check items, service and inspection dates, work orders from crew reports, and Crews.
• Tickets: the office inbox for client, family, facility and staff tickets. Reply, reassign or close; the requester is notified.

The Compliance page opens on Action overview with five queues: Trip documentation, Incident notices, Client eligibility, Staff credentials and Vehicle renewals. Each shows a count; pick one to see its table with a status chip (Overdue, Due soon, hours remaining) and an action link. Other tabs: Incidents & notices (report an event and track notification deadlines), Reports, Find a record, and Trip reviews where completed trips wait for documentation approval. Use Refresh overview after working a queue.

Cards summarise today's appointments, open requests, staff on duty and alerts; click a card for the list behind it. The portal version is shown at the bottom. The bell carries every submission to the office: contact inquiries, transportation requests, applications, reviews, uploads and messages.

1. Filter by date range, status, division and type. Past, today and upcoming are separated so overdue work stands out.
2. Open a row to review it. A pending transportation request needs a quote: Prepare quote opens the calculator with the trip filled in. Once a quote is on file, Approve & book confirms the ride. The quote amount is visible to admins only.
3. Add New Appointment books on a client's behalf. For a ride, fill the Ride details block (pickup, stops, destination, service level, one way or round trip, times, assistance, precautions, receiving contact) so dispatch and the crew get the full job. Choose Pending (quote first) or Booked.
4. From the review window: email the quote to any address, set whether handoff signatures are required, request agreements, download the trip report PDF (all steps, approvals and timestamps), or cancel with a reason.

1. Transportation tab. Link a client (optional), enter pickup, stops and drop-off (addresses autocomplete), date and pickup time, service level, Wait & Ride minutes, round trip and avoid tolls. Get Route & Quote routes the trip and prices it; you can override the miles.
2. Rates. Default uses the office rates (change them with Edit Defaults); Custom prices this one trip differently. The breakdown and total update as you change inputs.
3. Sending. Quotes stay internal until you act. Download PDF, Copy Quote Summary, or Email Quote to the linked client or any address you type. Book Appointment books the ride without emailing the quote; the client only receives the ride confirmation.
4. Home care tab. Choose the level of care, hours per visit, visits per week, time of day and weekend visits (or live-in days), and the length of service. The estimate shows the weekly, monthly and period totals with a breakdown; Copy Estimate Summary puts it on the clipboard. Home care estimates are planning figures and are not saved or emailed yet.
5. Quotes page. Every downloaded or emailed quote is listed with its reference, client and status (draft, sent, booked, declined). Open one to resend, download or book. Managers and crews see the quote reference for correlation, never the amount.

1. Clients has an Active tab and an Intake tab. Approved public requests land in Intake; convert the record once the assessment or first booking is done.
2. Open a client to edit contact details, division (Home care or Transportation), weight, alert flags (for crews), addresses, family access, documents and signed agreements. Use Manage portal access to email a setup invitation rather than setting a password yourself.
3. Agreements tab: request the intake agreements; the client signs in their portal and the signed copy is kept with the record.
4. Archive instead of deleting. Only a super admin can permanently remove a record.

New facility registrations wait for approval; approving grants portal access and invoiced billing. Open a facility to manage users and roles, linked patients (link requests need approval), rates and documents. Facility bookings arrive as appointments; multi-trip invoices are created from Billing & Invoices.

• Employees: create staff with a role (employee, manager, admin), division and service levels; the welcome email carries a create-password link. Set availability and manager. Archive rather than delete.
• Staff Schedule: shifts by day and person; conflicts with approved leave are flagged.
• Staff Credentials: search by name, credential or licence number; review renewals against the current record; expiry chips show what is due. Reminders go out automatically.
• Workers' Comp: incident cases with documents, status and notes.
• Payroll: built from payroll-ready timesheets.

1. Postings tab: create, edit, pause or archive job postings shown on the Careers page (filters: active, inactive, archived, all).
2. Applicants tab: every application with its reference, position, resume and credential files, whether it came from the online form or the uploaded fillable PDF. A flag marks credentials that are expired or need review.
3. Open an applicant for the full details, move them through the stages and add notes. The online form's fields and acknowledgments are edited from the application template.

1. Create an invoice from completed appointments. For a facility, choose the facility and a date range to put several trips (and patients) on one invoice.
2. Send, mark paid or void; PDFs stay with the record. QuickBooks sync appears when the integration is connected.

Messages & Tickets is the office inbox. Filter by status, category and assignee; open a ticket to reply, reassign or close. Reviews lists submitted reviews for approval before they appear publicly, and holds the Google review links per division that crews show clients.

• Articles & Resources: blog posts and resource pages with a publish date.
• Announcements: banners on the public site and portal notifications with start and end dates.
• Website Content: editable text blocks on public pages (hero titles, descriptions). Changes go live immediately.
• Website Settings: contact details, hours, time zone and integrations.

Pick a report type and date range, then run it; operational reports cover trips, on-time performance, wait time, documentation and crew activity, and export to CSV. The Audit Log shows Activity and PHI Access (who opened protected records, when, and from where).