How to Troubleshoot Unexpected Situations With the Mobile App
From forgetting to clock-in to even losing your phone—life happens. Here’s your quick-stop for some answers if you need to troubleshoot the unexpected while using the Mobile app.
Incorrect Schedule Listed in the App
Schedules are entered as a tentative placeholder. Refer to the care plan/scheduled hours established with your supervisor. Use the app as normal. The system will adjust the tentative time to match the confirmed schedule.
GPS Signal Out of Range, yet I'm sitting in the client's living room?
Continue to clock in and out as normal. Contact the agency if the member's address is incorrect in the system.
My client is not listed. What do I do?
Continue to clock in and out as normal. Create an Unscheduled Visit manual time entry, tap Member not in list (Caregiver Guide, Time Edit Corrections). When you complete your visit, Add Note of the client name for agency approval later. Contact your supervisor to review the system setup.
Account Locked Error Message
This is likely due to a password entered incorrectly after 10 attempts. Once your account is locked, the system will send you an automatic password reset email. Please refer to this email. Note: Each failed attempt prompts a new email, be sure to refer to the newest one.
How To Change 'Do not allow' selection
IPhone: Settings ⇢ Privacy & Security ⇢ Location Services ⇢ Select HHA Exchange ⇢ Select While using the app
Android: Settings ⇢ Location ⇢ App Permissions ⇢ Select HHA Exchange ⇢ Select Allow only while using the app
Forgot to Clock-In: Realized During Shift
Go ahead and clock-in as soon as you remember. When you end your shift and clock-out, you can manually adjust the time to when you actually started the shift. You can also set up notifications to remind you to clock in when you arrive at the client's home. Note that adjusting your time manually could flag shift as not being EVV-compliant.
Forgot to Clock-In: Realized After Leaving Client’s Home
Open the Mobile app and tap Schedule in the app’s menu. Select the completed Visit. Tap Visit Details and manually edit the Clock In time for agency approval later (Caregiver Guide, Time Edit Corrections). Note that adjusting your time manually could flag shift as not being EVV-compliant. Non-compliant shifts could cause disruption in your pay.
Forgot to Clock Out
Open the app and select the running time. Then clock out and adjust back to your actual clock-out time. If it’s been several days since you clocked out, it might be easier to create an Unscheduled Visit manual time entry (Caregiver Guide, Time Edit Corrections). Note that adjusting your time manually could flag shift as not being EVV-compliant.
If it’s hard to remember to clock out, the app has several features that can help.
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When you clock in, add the expected duration of your shift. The Mobile app will remind you to clock out when your shift duration is over (Mobile App Caregiver Guide, page 12).
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Go to the app settings and turn on the notifications. Notifications will pop up to remind you to clock in and out when you arrive at and leave the client's home (Mobile App Caregiver Guide, page 21).
Accidentally Clocked In
Open the Mobile app tap Clock Out and Add Note of the error correction (Mobile App Caregiver Guide, page 37).
Services Don’t Begin or End at the Client’s Home
When you perform an essential errand for the client, you don’t need to start or end shifts at the client's home. Your location will be captured during clock in or clock out. So you can start or end the shift anywhere.
Phone Ran Out of Battery During Shift
The Mobile app keeps track of your time even if your phone is shut down or out of battery. Charge your phone, then reopen the Mobile app. The timer will still be running.
No Cell Data or Wi-Fi at Client’s Home
The Mobile app does not need a network connection to open the app, clock in, clock out, or get agency approval on the app. The app does need data or Wi-Fi to sync approved time entries to HHAX for payment.
When you are Offline, you can Log In, view your existing patients, view your schedule, clock in and out of visits, and enter visit information and notes. Your data will automatically sync with HHAX when you connect to the internet again (Mobile App Caregiver Guide, page 67).
No Cellular Data Remaining
The app works without cellular data. You just need Wi-Fi to sync your time entry to HHAX system for payment.
Forgot Password to Login Into the App
You can reset your password at any time from the Login screen (Mobile App Caregiver Guide, page 60).
Verifying the Client Is Actually Approving the Shifts
If required by Agency, Clients must sign off on every time entry. They can do this through the employee’s device with a signature. EVV data such as location and method of signature are provided in shift reports.
Serving Two Clients in the Same Home
All clients are listed in the app. You must select each client and clock in for each one. In some cases, you may be able to perform a single Clock-In and Clock-Out for a Consecutive Shift (two or more shifts) for the same Client or one Consecutive Shift for two Linked Clients, such as a husband and wife receiving back-to-back services by tapping Continue after you clock in the first shift and the next consecutive shift is displayed. When you finish the last consecutive shift, Clock Out. Linked Clients are labeled as such on the Schedule page, designated with a chain link icon.
Live in the Same Home as the Client
Use the app as normal.
Traveling During the Shift
It doesn’t matter if you travel during your shift, since you don’t need to start or end shifts at the client's home. If configured by the Agency, set the Service Delivery Location to Community and add a Visit Note. Your location will be captured during clock in or clock out. So you can start or end the shift anywhere (Mobile App Caregiver Guide, page 43, 48).
When to Record Services Provided Or Add Notes
Completing notes and services provided during clock out is optional. Check in with Kingsley about what you’re required to do (Mobile App Caregiver Guide, page 48).
Overutilization of Service Hours
The client's insurance payor is one who decides important things like service limits and authorizations. So if you experience overutilization, you will not get paid for the time as you only get paid UP TO the amount of authorized weekly hours. Kingsley legally cannot pay you for any hours that go over your client's approved service limit.
Phone Stolen or No Longer Usable After Clock-In
If your phone is dead, lost, stolen, or broken, you don’t have to worry about the Mobile app because its HIPAA compliant. If you’re signed into the app, your sign in will time-out after one minute. Then you can only open the app by entering your secure PIN, biometric thumbprint scan, or facial recognition scan (dependent on device features). You also can sign into the Mobile app on another smartphone or tablet to access your timer to start or end a shift.
Two Employees Sharing a Smartphone or Tablet
To share a device, you need data or Wi-fi. The first employee signs in with their unique credentials, clocks in or out, then signs out of the app. Then the second employee can sign into the app with their unique credentials to clock in or out.
Client Needs Services Outside of a Pre-Scheduled Time
The app does not require pre-scheduling of shifts. Also, participants have the flexibility to use services when they need them.
Contact Kingsley With Any Questions
All hourly employees at Kingsley also use the Mobile app to track time. So we understand how the app works and can quickly and easily provide support. Please contact us with any questions.
Call: 281.495.9927
Email: hr@kingsleyhomecare.com