EVV FAQ

Q: Why can't I see the assignment for my EVV client when clocking them in?

A: This can happen for a few reasons:

The service may not be properly scheduled

• Verify that a service is scheduled for that day and has not been marked complete
• Use the Service Recap Summary Month report to confirm scheduled and charted services for that day
• Review the client's services to ensure the assignment is correctly assigned to them

The assignment time and service time may not align

• A service scheduled for 12:00 AM cannot be clocked in until midnight, even if the assignment shift starts at 11:00 PM
• If an assignment is scheduled to start at 11:00 PM, the client must have at least one service scheduled between 11:00 PM and 11:59 PM to allow clock-in
  
  

Q: Why can't I delete an EVV client clock record?

A: There are times when a client clock record does not have a "trashcan" icon next to it but you still need to delete the record. The following steps can be tried to allow you to delete the record.

Step 1: Update the Assignment

• Under Admin, click Assignments
• Click on the assignment for the resident
• Uncheck "Submit records for this assignment to EVV"
• Press Save

Step 2: Resubmit the Individual Clock Records

• Under Admin, click Individual Clock Records
• Click on a record for the resident
• Check the box to not submit the record to EVV
• Check the box to acknowledge the above
• Press Save
• Note: If the box to not submit to EVV does not appear, it may be due to the type of error. Resubmit the record again and watch for it to return with a different error or move to the Non-EVV Assignment section (Step 3)

Step 3: Verify the Record Has Moved to the "Non-EVV" Assignment Section

• On the Individual Client Clock screen, navigate to the date range of the record
• Verify there is a count in the "Show Non-EVV Assignments" section
• If the record does not appear here, check whether it returned with a different error message
• Refer to the applicable section of this help document to resolve that error, or use the trash icon to delete the record if needed and available

Step 4: (Optional) Delete the EVV Record

• Check the box to show Non-EVV Assignments — this will display all records
• Optionally, click the trash icon next to the assignment

Step 5: ⚠ IMPORTANT — DO NOT SKIP THIS STEP

• Navigate back to Admin > Assignments
• Click on the assignment for the resident
• Check the box to submit records for the assignment to EVV
• Press Save

Q: EVV - Why is a client's name listed in the Assignment screen when I don't have them clocked in?

A:  Under Admin > Assignments - The assignment was named with the client's name, but it was not associated with a resident.  Once associated with the resident, the assignment will not appear in the Today assignment list until the client is clocked in

Q: Why do I see some clients to clock in for today while I do not see others?

A: A resident will show to clock them in if the following criteria is met:

• The resident has an assignment associated with him/her
• The resident has services scheduled for that day
• The resident has "To Do" services (meaning they have not all be charted for that day)

Q: A resident is active and has services scheduled, however they are not appearing to clock them in

A: The resident was made active today.  When he was made active, the active time was set to earlier in the day.  It is likely that the "make services active starting" was not filled out and the system is not populating the services correctly.  To resolve this:

• Open the resident profile
• Click Care Status History
• Click the pencil by the top line
• Enter an active time to start services
• This should then populate the services and allow you to clock the client in