CUSTOMER STORY / VISITING ANGELS OF WILMINGTON
Jen Dorman, Executive Director · Wilmington, North Carolina · Zingage Operator
Book a Demo
128 hrs/week
On-call coverage carried by one scheduler
Before Zingage
9 in 10
On-call calls no longer reaching her
Reported over the last three months
40–50 hrs/week
Staff time saved
Jen’s estimate
Results reported for Visiting Angels of Wilmington in October 2026. Individual agency results vary.
“It’s saved me at least one full time hire.”
Jennifer (Jen) Dorman, Executive Director, Visiting Angels of Wilmington · 4:16
For six years, one scheduler at Visiting Angels of Wilmington carried on-call alone: 128 hours a week, every weeknight and every weekend. In July 2026, the agency brought on Zingage Operator to answer and resolve after-hours calls. Over the following three months, 9 in 10 on-call calls never reached her.
Before Zingage, the agency fielded “at least a thousand phone calls a week,” Jen estimates. Some took 30 seconds. Others took 30 minutes. After hours, every call landed on Alexis.
For six years, Alexis covered 4 p.m. to 8 a.m. on weeknights and all weekend. She couldn’t fill an open shift and fix a missed clock-in at the same time. If she missed a call, the caller dialed again. A 3 a.m. callout for an 8 a.m. shift depended on whoever was awake.
Jen worried about losing the person who kept it all moving. Alexis had three kids, a husband and a home. On-call left little room for any of it.
“When it comes to on-call and work-life balance, there is only the work.”
Jen Dorman
Jen started by asking Operator to fill open shifts three to seven days out. Then she tightened the rules: only offer shifts to caregivers who already knew that client. Client preferences became saved memories, including who should not be offered a shift and when not to call a family.
The moment it clicked came during a shift fill. Operator found a caregiver who knew the client, but she was already at 40 hours. Instead of booking overtime, it texted the office for approval.
The team named it Alex. Each shift ends with a report of what Alex did, recorded in the agency’s EMR.
“She knew her rules and her boundaries and would ask us, is this okay?”
Jen Dorman
BEFORE
One scheduler carried 128 on-call hours each week.
Callouts, clock-in fixes and calendar requests competed for one person’s attention.
Scheduling left little time for client calendars.
WITH ALEX
9 in 10 on-call calls no longer reach her.
Alex handles the routine work and asks when it needs a decision.
Jen estimates 40 to 50 staff hours a week are freed up.
Alex doesn’t just pick up. It works through the request. If it can’t finish, it explains what it tried and asks Alexis what to do next.
Jen estimates the agency saves 40 to 50 staff hours each week. The daytime team has moved time away from scheduling and into building consistent, recurring client calendars.
The biggest benefit is keeping Alexis from burning out. Jen can give a trusted teammate more room to live outside work.
“I get to keep her for another year and she’s not gonna burn out.”
Jen Dorman
Jen’s team is still growing into Operator. She plans to return to round-the-clock coverage once the office team settles in. The goal is to let Alex handle day-to-day scheduling so her people have more time for clients and caregivers.
“Zingage has allowed us to focus more on the people in our business than those day-to-day tasks that took up so much time.”
Jen Dorman
For an agency considering another scheduler, Jen’s advice is to look at Zingage first. Alex can work from the client knowledge already in the agency’s system.
Customer story · October 26, 2026
More customer stories
Griswold Home Care for Plano
54% growth in care hours, March–October 2026
Griswold Home Care for Houston
145.5 hours of coverage each week
See how Zingage Operator could help with your agency’s after-hours calls.
Book a Demo