March 20, 2023
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 Caregiver app by GT.
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 participant’s home. Note that adjusting your time manually could flag shift as not being EVV-compliant. In some states, non-compliant shifts could cause disruption in your pay. (Disruptions in pay do not occur in Wisconsin.)
Forgot to Clock-In: Realized After Leaving Participant’s Home
Open the Caregiver app and select Timesheet in the app’s menu. Then, manually add an entry for participant approval later (Caregiver App User Guide, page 16). Note that adjusting your time manually could flag shift as not being EVV-compliant. In some states, non-compliant shifts could cause disruption in your pay. (Disruptions in pay do not occur in Wisconsin.)
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 delete the entry and create a manual time entry (Caregiver App User Guide, page 16). 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.
- When you clock in, add the expected duration of your shift. The Caregiver app will remind you to clock out when your shift duration is over Caregiver App User Guide, page 12).
- 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 participant’s home (Caregiver App User Guide, page 21).
Services Don’t Begin or End at the Participant’s Home
You don’t need to start or end shifts at the participant’s home. If your state government mandates EVV, 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 Caregiver app keeps track of your time even if your phone is shut down or out of battery. Charge your phone, then reopen the Caregiver app. The timer will still be running.
No Cell Data or Wi-Fi at Participant’s Home
The Caregiver app does not need a network connection to open the app, clock in, clock out, or get participant approval on the app. The app does need data or Wi-Fi to:
- Sign into the Caregiver app
- Get participant approval on the GT Portal
- Sync approved time entries to GT for payment
To sync with GT after connecting to Wi-Fi or data, tap the Account button on the navigation menu at the bottom of your screen. Scroll down and tap the Sync with GT button (Caregiver App User Guide, page 16).
No Cellular Data Remaining
The app works without cellular data. You just need Wi-Fi to sign into the app, sync your time entry to the GT Portal, and sync your time entry to GT Independence for payment.
Participant Temporarily Unable to Approve Shift at Time of Clock Out
This could happen if the participant is sleeping, sick, or absent at clock out. If this happens during clock out, select the Review Later button. Once you sync with GT, the participant will be able to review your time on the GT Portal. You can also review the shift with the participant next time you see them (Caregiver App User Guide, page 17).
Participant Unable to Approve Shift (Physically Limited)
If the participant can’t sign, the EOR (employer of record) or guardian can approve time.
Verifying the Participant Is Actually Approving the Shifts
Participants must sign off on every time entry. They can do this on through the employee’s device with a signature and a secure PIN or on their secure portal account. EVV data such as location and method of signature are provided in shift reports.
Serving Two Participants in the Same Home
All participants are listed in the Caregiver app. You must select each participant and clock in for each one. In some cases, you may be able to use shared codes to allow you to select “additional participants” that you are serving.
Live in the Same Home as the Participant
Use the app as normal. If your state government mandates EVV, you may be eligible for an EVV exemption. Contact your agency or GT to ask about live-in form eligibility for your state.
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 participant’s home. Enter mileage using a transportation code and the Notes section. If your state government mandates EVV, your location will be captured during clock in or clock out. So you can start or end the shift anywhere (Caregiver App User Guide, page 15).
When to Record Services Provided Or Add Notes
Each agency and/or state has different requirements for recording services provided or adding notes. For example in Washington D.C., you record at least service provided and add detailed shift notes. Otherwise, the time entry will be rejected by DHCS. But in other states, completing notes and services provided during clock out is optional. Check in with GT or your agency about what you’re required to do (Caregiver App User Guide, page 15).
No Authorization or Service Code Exists
If you still haven’t received your service codes by your start date, you may be assigned a temporary service code. Use the temporary service code until your agency, MCO, or Health Plan sends GT your real service codes. Time entries made with a temporary code will be marked as Needs Correction on the Dashboard.
Time entries with a temporary code can’t be submitted to GT for payment. Make sure to update the temporary code to the Medicaid code before submitting the time entry to GT for payment (Caregiver App User Guide, page 13).
Overutilization of Service Hours
The participant’s agency is one who decides important things like service limits and authorizations. GT is just in charge of payroll. So if you experience overutilization, contact your participant and have them call their agency. GT legally cannot pay you for any hours that go over your participant’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 Caregiver 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 Caregiver 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.
Participant 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.