To complete a visit, you need whatever the client uses for entry—a physical key, lockbox code, garage keypad, or another access method.


Home access notes, including codes and alarm steps, appear in the Client Profile. Review them before every first visit.

Your company will have one of the two key-handling workflows below. If you are unsure which applies, ask your manager.

1) Request / Manager Schedules workflow

  • A red key icon appears on My Schedule when an upcoming assignment requires a physical key and the portal does not show that you have it. Click the icon to open the client's key information.

  • Use Request Key on the assignment to notify management when a transfer has not already been arranged. Please make only one request. After a request exists, the key icon appears muted to show that the request is already in progress.

  • Management schedules a pickup appointment. You will see a notice in the Notifications panel and on Schedule › Key Transfers with the date, time, and location.

  • After physically picking up the key, open that transfer on Schedule › Key Transfers and click Pickup so the portal knows you have it.

  • When it is time to return the key, you will receive another transfer notice. Click Return after you drop it off.

2) Pick Up / Return Yourself workflow

If self-service is enabled, you can record key movements without a separate request step:

  1. Go to Profiles › Keys.

    • My Keys – keys the portal shows that you already hold.

    • Office – keys stored at the office or another central location.

  2. Find the key you are taking or bringing back and click Pickup or Return.

  3. The entry updates immediately for managers, so everyone knows where the key is.

Quick tips

  • Watch My Schedule: Review red key icons before the service date so there is time to arrange access.

  • Check your list: Profiles › Keys › My Keys shows every key currently signed out to you.

  • Keep notes clear: If a home uses a code instead of a key, verify the code in the Client Profile before the first visit.

  • Missing key on the day of service? Contact your manager. Do not click Pickup until you actually have the key in hand.