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One person per phone number

How CareCommunity decides two records are the same person, and what to do when two people share a phone.

In CareCommunity, a phone number belongs to one person's profile at a time. An email address is what identifies a person. This explains why two applications sometimes show as one person, and what happens when two people share a phone.

Why two applications show as one person

These are the usual reasons:

  • Same email address. Two applications with the same email are the same person. You see one person in My Community, with both applications.
  • You imported them. When you import people, a row whose email isn't found is matched by phone. If exactly one person already has that phone number, the row is linked to them. The import results count them under Linked or Already yours.
  • They confirmed it's them. A new applicant's phone may match someone who already has a CareCommunity profile. If so, CareCommunity asks that member whether it's them. If they say yes, the application joins their profile.

A phone number on its own never joins two applicants automatically. Obvious placeholder numbers, like 555-555-5555, are never used to match anyone.

If two different people share a phone

Family members or people in the same household sometimes share one phone.

  • If each applies with their own email, they stay two separate people. You don't need to do anything.
  • You still see the number each one gave you on their own record.
  • Text opt-outs follow the number. If one of them replies STOP, your agency can't text that number for either of them. Email still works.
  • Texts reach whoever holds the phone. Keep personal details out of texts to a shared number.

When importing people

  • In one file, a second row with the same email or phone as an earlier row is skipped: "Same email or phone as an earlier row".
  • Give each person their own email in the file. Without it, a row can be linked to whoever already has that phone number.
  • For anyone already in your community, an import only fills in blanks. It never overwrites what you have.

If records are joined or split wrongly

You can't merge or split people yourself. If two different people ended up as one, or one person shows as two, contact support. Include both names and the job or jobs they applied to.

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