Kevala Agency Network

These are set standards and policies for all agencies in the Kevala Agency Network
Subject to Change - Last updated May 2025

NCNS / Cancellation Policy 

• Agency performance has a direct correlation to access of shifts. 
  • Please be aware that facilities may request the removal of an agency’s access to shifts based on performance. 
• Repeated cancellations or NCNS will result in your agency account being paused and put up for review by Kevala.
  • If you need to cancel a shift for whatever reason it is best practice to do so with 48 hrs notice.
• Agencies will be compensated for 4 hrs if a provider who shows  up for a confirmed shift and a cancellation is initiated by the facility
  • 4 hrs of compensation will also take place if the facility cancels a shift less than 2 hrs before shift start time.
• The following table indicates our best practices and how other top agencies perform:

• Repeated negative feedback / complaints by facilities may result in your agency account being paused and put up for review by Kevala.
  • Please be aware that facilities may request the removal of an agency’s access to shifts.

Provider Quality Standard 

• Kevala is not responsible for the hiring or vetting process of your providers. It is expected that your agency is hiring and qualifying your providers with the highest standards. 
  • All credentials required for a provider to work in a healthcare setting are to be obtained by your agency and kept up to date before applying them into shifts. 
    • Failure to do so will result in a provider and/or your agency being removed from the platform after Kevala has reviewed the circumstances. 
• W2 vs 1099
  • At this time, Kevala is accepting agencies that operate under the 1099 model however, please be aware that  agencies  who are operating with providers that are 1099 may not be able to see shifts at certain facilities.

• Under no circumstances should an agency send a provider to replace another provider who was already confirmed for a shift.

• • A facility must always pre-approve any provider that is coming into their building.

• If an agency provider has a confirmed shift on the schedule and can no longer make it then it is the agency's responsibility to cancel that shift and apply to the shift again with a new provider if a replacement is lined up.

• • We highly encourage the agency to include a note when prompted while canceling the shift
  • It is also encouraged to direct message that facility if you plan to cancel a shift and apply again with a replacement.

• If this is a repeat issue please be aware that it could impact performance metrics.

• It is expected that all providers arrive for their shifts on time. If for any reason a provider is running late then:

• • The provider and/or agency should immediately call the facility to inform them. The facility contact information is provided under "Facility Info" in the confirmed shift.

• If this a repeat issue please be aware that it could impact performance metrics and a facility may remove your access to apply to shifts.

Agency Documentation / Credentials 

• Any agency within the Kevala Network is required to submit all documentation needed in order to operate as an agency. It is your agency's responsibility to update and send any documentation that is expiring. 
• Specific state requirements: if you do not have a specific state requirement you will not have access to any shifts within that state. 

Timesheet Submissions 

• Your agency is paid based on all submitted and approved timesheets.
• It is your agency's responsibility to confirm all timesheets that are submitted for the facility are accurate and have been validated with the provider who worked that shift.
• The expectation is that timesheets are completed on or before Monday of the week following the shift. Repeated unsubmitted timesheets could impact agency performance metrics. 

Overtime Policy

• Overtime will be paid to an agency where a provider has worked over 40 hours at a singular location in the marketplace. No overtime will be paid out if that provider has worked over 40 hours across multiple locations.
• California law: If a provider is working in California, anything over 8 hours in a day is considered overtime and over 12 hours is DT.

Communication Expectations 

• It is the responsibility of the agency to ensure their support information is always up to date and responds in a reasonable timeframe to calls and/or messages from the facility or Kevala support team member.

Basic Credentials List 

• For guidance, here is a list of basic credentials in a submission packet most facilities require in order to allow for a provider to work a shift: It is the agency’s responsibility to submit and send submission packets to the facility. There may be state specific and other requirements that are not listed here (it is an agency's responsibility to know state requirements based on where they staff). If you have questions regarding credentials or curious if there are facility specific requirements, please contact that facility directly in your portal.
  • Resume
  • License
  • Nursys *if applicable 
  • References 
  • Emergency contact
  • Hep B records or exemption form
  • BLS/CPR 
  • TB screen/chest X-ray
  • Covid vaccination or exemption form
  • Skills checklist 
  • Background check