CUSTOMER STORY / GRISWOLD HOME CARE FOR HOUSTON
Brenda Gross, Owner · Houston, Texas · Zingage Operator
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90%
Calls resolved without staff
Reported over the last three months
145.5 hrs/week
Coverage provided by Grace
Nights, weekends and weekday mornings
600
Calls handled by Grace each week
Zingage product data
Results reported for Griswold Home Care for Houston in October 2026. Individual agency results vary.
“Don’t panic, Grace isn’t panicking.”
Brenda Gross, Owner, Griswold Home Care for Houston · 4:19
For 13 years, Griswold Home Care for Houston struggled to keep someone on the on-call phone. Since bringing on Zingage Operator in October 2025, owner Brenda Gross has built coverage around Grace, the agency’s AI scheduler. The agency now runs 1,800 care hours a week without hiring another scheduler.
Brenda tried rotating office staff through weekends. A birthday party or a family event meant someone else had to scramble to cover. A dedicated on-call hire didn’t solve it for long either: people got tired of carrying the phone all weekend.
Every new hire pulled the daytime team away from client check-ins and caregiver conversations to train someone else. Scheduling felt like Tetris, with short shifts, changing availability and a calendar that never stayed still.
“We have had, in probably 13 years of home care business, 20 care coordinators come through the door for the scheduling position.”
Brenda Gross
Brenda was skeptical of AI. She started with nights and weekends: 5 p.m. to 9 a.m. on weeknights, plus all day Saturday and Sunday.
On Super Bowl Sunday, a former client’s daughter called around 3:30 p.m. Her mother was leaving the hospital and needed care in two hours. Grace took the call and briefed Brenda, who called her director of operations to work out a plan.
By the time they started naming caregivers, Grace had already filled the shift, put it on the schedule and called the family.
“They just, of course, think we’re awesome because of it. And really it was Grace that was being awesome.”
Brenda Gross
BEFORE
Office staff rotated weekend on-call and missed family events.
Brenda estimates about 20 care coordinators passed through the role in 13 years.
Mornings meant checking the phone and chasing callouts.
WITH GRACE
Grace covers nights, weekends and weekday mornings.
The agency runs 1,800 weekly care hours without another scheduler.
Families have already been notified and available caregivers contacted.
In September 2026, an upcoming maternity leave and an open office role created a staffing crunch. Brenda added Grace to weekday mornings, from 8:30 to noon. Within two days, her team told her their stress levels had dropped.
Grace now provides 145.5 hours of coverage each week and resolves 90% of calls without staff stepping in. It handles callouts, time off and missed clock-ins, and records the work in WellSky using the agency’s tags and notes.
For Brenda, the difference is being able to rely on the process. Her director of operations arrives to find families already notified and texts already sent to available caregivers. Three or four morning callouts no longer throw the office into a scramble.
The time goes back into caregiver follow-ups, client visits and projects that had been waiting.
“When you tell her to do something, she does it right over and over again.”
Brenda Gross
One client never wants a replacement caregiver, so Grace knows not to send one. When a caregiver on a 24/7 shift kept forgetting to clock in, the agency and Zingage worked out a different approach: confirm arrival with the previous caregiver instead of calling the family.
Brenda values being able to work through those details with Zingage. During a platform migration, Victor checked in on a Saturday night when Grace started behaving differently.
“Zingage is a company who jumps on it and problem solves and truly wants to make the product better.”
Brenda Gross
Time for the projects that kept waiting
Brenda’s office calls its long-delayed work “the frog,” after the book Eat That Frog. With Grace taking on routine scheduling, the team can finally work through those projects. Staff have started bringing her new program ideas instead of only getting through the day.
“This is the time where we’re gonna take a breath and take a look at all these amazing projects that we have.”
Brenda Gross
Brenda’s advice is to put time into teaching the agent the agency’s rules. The value comes from applying those instructions consistently.
Customer story · October 26, 2026
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