BEHCA Support Documentation

BEHCA accepts MP4, WebM, and MOV videos up to 100 MB per upload. How video processing works Most videos upload first and are then optimized to 720p by the server. While that work runs, the video row shows Optimization in progress. You can leave the page while it finishes. Videos over 100 MB may be compressed in the browser or mobile app before upload. This can take several minutes. If the compressed file is still over 100 MB, BEHCA will reject it. "Could not be optimized" If optimization fails, the original uploaded video remains available at its original size. Re-uploading retries optimization. If it fails again, try the checks below. Common causes and fixes Unsupported format Supported formats are: - MP4 (.mp4) - WebM (.webm) - MOV (.mov) Convert other formats to MP4 before uploading. HandBrake is one option on a computer. File is too large The upload limit is 100 MB after any pre-upload compression. Trim the video to a shorter clip or export it at a lower resolution, then try again. Connection interrupted Reconnect to a stable network and upload again. Wi-Fi is usually more reliable for large files. App moved to the background On some phones, background restrictions can interrupt a large upload. Keep BEHCA open until the upload finishes. Video codec cannot be processed A supported file extension does not guarantee that the video codec can be optimized. Re-exporting the video as an H.264 MP4 usually resolves this. Temporary processing failure If the video remains in progress for more than an hour, or repeatedly cannot be optimized, contact Support. Mobile troubleshooting If BEHCA closes during an upload: - Update BEHCA to the latest version - Restart the phone - Try a smaller video to determine whether the problem is related to file size If a video appears sideways, rotate it in your phone's video editor and save or export a new copy before uploading it again. Trimming alone does not reliably correct orientation. When to escalate Contact Support with: - The file format - The approximate file size - The time of the failed upload - Whether the video was attached to an Incident Report or Supporting Document Keep the original video in case Support needs it for investigation. Related articles - Adding photos and videos - Uploading large videos - Uploading supporting documents

Troubleshooting

6. “Session expired” errors

A session-expired message means BEHCA no longer has a valid browser session or mobile sign-in token. Browser sessions Organizations can set a browser inactivity timeout from 30 minutes to 24 hours. The default is 90 minutes. BEHCA shows a warning and gives you 15 minutes to stay signed in before logging out. You may also lose a browser session if: - The BEHCA cookie was deleted or blocked - You closed a private or incognito window - Browser privacy settings or an extension removed the cookie Changing MFA settings does not by itself reset active BEHCA sessions. A server restart, device clock, or signing in on another device is not a documented cause of a BEHCA session expiring. Mobile sessions The mobile app sign-in token is valid for seven days. Web and mobile sessions are separate, so being signed in on the web does not sign in the mobile app. What to do Sign in again. If you have unsaved work in a browser tab: 1. Leave the original tab open. 2. Open BEHCA in another tab and sign in. 3. Return to the original tab and try saving. This may recover the save, but it cannot guarantee that unsaved data will remain available. "I keep getting logged out" on the web Check the organization's timeout Ask a Manager or Billing user what browser inactivity timeout the organization uses. Allow BEHCA cookies BEHCA needs cookies for app.behca.com (US) or au.behca.com (Australia). Do not block all cookies for the site. Avoid private browsing Private windows discard their cookies when the window closes. Check privacy extensions If a privacy or security extension clears site data, allow BEHCA or test in another browser. Sign-in loop If signing in immediately returns you to the login page: 1. Clear BEHCA site data and cookies. 2. Close and reopen the browser. 3. Try signing in again. 4. Try another supported browser. Mobile app keeps asking you to sign in - Update BEHCA to the latest version - Force-close and reopen the app - Sign in again - If the problem continues, reinstall the app When to escalate If a fresh sign-in expires again within a few minutes, contact Support with the device, browser or app version, exact message, and the time it occurred. Related articles - Login issues - Logging in - Multi-Factor Authentication

Getting Started

1. Welcome to BEHCA

BEHCA is a behavioral health care platform for tracking, reporting on, and sharing the day-to-day care of the people you support. What you can do with BEHCA There are three things most people use BEHCA for, every day: - Track daily — log behaviors, environment, health, medications, and notes for each person you support. - Log incidents — record incident reports with photos, videos, witnesses, injuries, and follow-ups. - Run reports — see patterns across days, weeks, and months in the dashboard, and export PDFs for clinicians, families, and agencies. Who BEHCA is for - Families caring for a child or adult at home. - Providers — group homes, day programs, in-home support agencies, and clinics. - Schools tracking students with individualized support plans. - The person being supported themselves, when they're tracking their own data (we call this "self-reporting"). You'll see a few different roles inside the app — Billing, Manager, Staff, Guest, and Self-Reporter. We explain each in Understanding roles. Website or mobile app? Both work, and most people use both. - Website (app.behca.com for the United States, or au.behca.com for Australia) — best for setup, billing, managing your team, full reports, and anything you'd rather do on a bigger screen. - Mobile app (iOS and Android) — best for tracking on the go, starting and stopping visits (EVV), and getting push notifications. A few things — like setting up billing or inviting your team — only live on the website. We'll point that out in each article. A note on regions BEHCA runs as a separate service in the United States and in Australia. When you create your account, you choose a region. That choice matters for Australian users in particular because it follows regional data storage requirements — US and AU data stay in their own environments. You can't switch regions later, so pick the one where the people you support actually live. What region does not lock in by itself: - Timezone and imperial vs metric units come from your account preferences (and each profile also has its own tracking timezone based on location). See Account preferences. - Weather is based on each profile's location, not on which regional app you signed into. Common questions - Do I have to pay if I was invited by someone else? — No. If a manager invited you, your account is free. See I was invited — how to accept. - Can I try BEHCA before paying? — Yes, there's a 30-day free trial. A credit card is required to start the trial. See Choosing your plan. - Is my data private? — BEHCA is built for sensitive health information. Only people in your team and people you've explicitly shared profiles with can see your data. Related articles - Choosing your plan - Creating your account - I was invited — how to accept

Troubleshooting

1. Login issues

If you can't get into BEHCA, work through these checks in order. "My password isn't working" 1. Check the region. US and AU are separate. Make sure the region link matches the one you signed up in. 2. Check the email address. Make sure it is the email tied to your account. 3. Try a password reset. Select Forgot your password? and follow the email link. 4. Make sure Caps Lock is off. 5. If your browser or password manager filled the password, try typing it instead. It may have stored an old password. If reset emails don't arrive, see Forgot password not working below. "I signed up with Google or Apple but it's asking for a password" Select Log in with Google or Log in with Apple and use the same email address you used when creating your BEHCA account. You can also set a BEHCA password after signing in, under Account Settings → Change Password. "Forgot password not working" 1. Check spam or junk. Reset emails come from notifications@behca.com. 2. Confirm the email address you entered is associated with your BEHCA account. 3. Wait a few minutes, then request another reset email. 4. Confirm you selected the correct region. If the email still has not arrived after 30 minutes, contact Support. "MFA code isn't working" 1. Check that your phone's date and time are set automatically. Authenticator codes depend on an accurate clock. 2. Use a fresh code. Codes change every 30 seconds. 3. Try a recovery code if you saved one. 4. If you do not have a recovery code, contact Support for help resetting MFA. "It says my account is disabled" A disabled or archived account needs help from your organization's Billing user, Manager, or BEHCA Support. "My session keeps expiring" See “Session expired” errors. Also check that your browser allows cookies for app.behca.com (US) or au.behca.com (Australia), and avoid private browsing for sessions you want to keep signed in. When to contact Support If you have tried the checks above and still cannot sign in, contact Support with: - Your account email address - Your region (US or AU) - The exact message you see - The steps you already tried Related articles - Logging in - Setting up Multi-Factor Authentication (MFA) - Changing your password - “Session expired” errors

Managing Your Team

2. Working with Groups

Groups are how Provider and School plans manage access at scale. Instead of telling BEHCA "This Staff member can see profiles A, B, C, D, E, F…" one at a time, you say "This Staff member is in the Day Shift group" — and they automatically see every profile in that group. Groups are a Provider/School Plan feature. Family Plans don't use Groups. Why Groups Without Groups, every time you add a new profile, you'd have to remember to share it with every relevant Staff member individually. With Groups: - Add a profile → assign it to its group → every Staff member in that group has access. - Hire a new Staff member → assign them to a group → they immediately have access to all the right profiles. - Reorganize the team → change group memberships → access updates everywhere automatically. Groups also keep your profile list tidy in the dashboard, since you can filter by group. How to design your Groups There's no single right way. Common patterns: - By shift — Day Shift, Evening Shift, Night Shift. - By location — Cottage 1, Cottage 2, North Site, South Site. - By care team — Nurses, Behavior Therapists, Direct Support. - By program — Day Program, Residential, Community. - By care intensity — High Support, Moderate Support, Low Support. Most organizations end up with 3–10 groups. You can use multiple at once — for example, a profile can be in both "Cottage 4" and "High Support". Where Groups live Groups have their own page. Open Manage Groups from the gear icon, or from the secondary navigation strip while you are already in Manage Team / Manage Profiles / Organization Settings. Creating a Group 1. Sign in to BEHCA. 2. Click the gear icon → Manage Groups. 3. Click Create New Group. 4. Type a name (and, if you like, a description and location). There's no Save button — your changes are saved automatically as you fill in each field. Once the group exists, you choose its profiles and staff on the same page (below). Adding profiles to a Group On the group's page you'll see an Included Profiles list. There's no "Add Profiles" button — you simply tick the checkbox next to each profile you want in the group. Each tick saves on its own, right away. Untick a profile to remove it. Use the search box above the list to filter by name when it's long. Profiles can be in multiple groups at once. Removing a profile from a group doesn't delete it; it just stops that group's Staff from seeing it. Adding Staff to a Group Right beside the profiles is an Included Staff Members list. Again there's no "Add Staff" button — just tick the checkbox next to each Staff member, and the change saves immediately. Untick someone to remove them. Managers and Billing users are always included in every group and can't be unticked — they can see every profile in the organization regardless of groups. A Staff member can be in multiple groups too. Their access is the union — if Mariah is in Day Shift and Cottage 4, she can see every profile in either group. Default Group When you start a Premium/Provider Plan, BEHCA creates a Default Group automatically and adds your first profile and your first Staff to it. You can rename it, delete it, or split it up — it's just a starting point. Removing a Staff member or profile from a Group Open the group and untick the checkbox next to their name in the Included Profiles or Included Staff Members list. Removing them: - Stops them from seeing profiles via that group. - Doesn't delete them. - Takes effect the next time their app refreshes. If a Staff member loses access to all groups they were in, they won't see any profiles. Common questions - Can a Manager be in a Group? — Managers always see every profile in the organization, regardless of groups. Groups don't restrict Managers. - Are Groups visible to my Staff? — Staff see the group names in their profile-switcher when they have lots of profiles. Guests never see groups. - Can I rename a Group? — Yes, from the Group's edit page. The change is reflected everywhere. - What's the maximum number of Groups? — There's no hard limit. We've seen organizations with 30+ groups happily. Related articles - Team overview - Editing a team member's role and permissions - Sharing a profile

Incident Reports

1. What an incident report is

An Incident Report (IR) is a formal record of an event that needs careful documentation — anything from a minor scrape to a serious medication error. They're separate from daily tracking entries because they capture more detail and go through a review before they're considered complete. When to file an IR Common triggers across most organizations: - Injuries — falls, hits, scratches, bites, anything requiring first aid. - Behavioral incidents — significant aggression, self-injury, property damage, elopement. - Medication errors — wrong med, wrong dose, missed dose with consequences. - Allegations — complaints, abuse allegations, neglect concerns. - Near-misses — events that almost caused harm but didn't. - Property damage — significant damage to belongings or facility. - Protective physical intervention — when a physical intervention was used. Your organization will have its own policy about what triggers an IR. When in doubt, file one — it's better to over-report than under-report. What's in an IR The exact fields depend on your organization's setup, but an IR generally captures: - Date and time of the incident (separate from when the report was filed). - Incident type(s) — one or more categories (fall, behavior, medication error, etc.). - Description — narrative of what happened. - Witnesses — anyone present (optional — there's no minimum number). - Injuries — body diagram, severity, treatment given. - Photos and videos — supporting media. - Follow-up actions — what was done, and what's planned next. The IR workflow On the website, each report moves through clear stages shown in the Incident Reporting list: 1. Draft — the report is still being written. The author can edit freely (most fields save as you change them). 2. Waiting for Reviews — after the author submits (Submit For Review), the report waits for the people chosen as Responsible Parties (reviewers) to finish their review. (In the Status filter, this is labeled Waiting For Review.) 3. Completed — all required reviews are done; the row shows Completed with the completion date and reviewer. Restricted isn't a separate type — any incident report becomes restricted when it indicates suspected abuse, neglect, or exploitation. A restricted IR shows a Restricted label on the row, and access is limited to Managers, Billing users, and people with Review MAR/IRs, plus the report's author. Use the Restricted option in the Status filter to focus on those. Mobile wording can differ slightly, but the underlying states are the same. The Incident Reporting page (web) Open Incident Reports in the top menu (same row as Track and Analyze). The URL looks like https://app.behca.com/ir/{profile-id} — it always applies to the profile selected in the profile switcher. At the top of Incident Reporting: - Status and Author filters — multi-select menus to narrow the list by stage or who filed the report. - Create New IR — starts a new draft. - Archived — toggles the archived list. Archived IRs leave the default list; you can Unarchive from the archived view when allowed. The list shows one row per report: reported date and time, incident type, a short description preview, author, and status. Reports waiting on your review appear under Needs your review. Each row has action icons — View, Edit, Review, download PDF (when completed), or Archive. The Dashboard and Audit Log (under Analyze) are separate places to see broader trends and history; this page is the day-to-day IR inbox for the current profile. Who can do what - Anyone with Create IRs can create an IR. - Reviewers are the people you check as Responsible Parties on the report. The list is Managers, Billing users, and Staff or Guests with Review MAR/IRs who can access that profile. - The creator of an IR can also be one of its reviewers — BEHCA doesn't stop you. If your organization wants a separate person to review, make that part of your own process. Notifications When an IR is submitted, BEHCA notifies: - Managers, Billing users, and Staff or Guests with Review MAR/IRs — the same submission alert (email, push, and in-app bell). Managers and Billing users are notified for every profile in the organization. Staff and Guests only if they can access that profile (through a Group or guest share). - The Responsible Parties you selected — a separate review required alert. If someone is both on that list and has Review MAR/IRs, they get the review alert only, not both. BEHCA does not send notifications to external parties (family, GP, regulators) — that's outside the app and up to your organization's own process. What's not in an IR - Routine behavior tracking belongs in Daily tracking overview, not IRs. Don't open an IR every time someone yells. - Medication administration goes in What MAR is, not IRs. Open an IR only when there's an actual error. - Staff complaints about coworkers (workplace/HR matters) go through HR, not IRs. But if the concern is about harm, abuse, or neglect of a person you support — even involving a staff member — that is an incident report (and will be handled as a restricted one). What the activity log records Each IR keeps an activity log, but it's about the review lifecycle, not every keystroke. It records things like when the report was created and submitted, who was added or removed as a reviewer, reviewer feedback, and when the review was completed. It does not track field-by-field edits (it won't say "Jane changed field 2"). Common questions - Can I retroactively file an IR for a past incident? — Yes. Set the Date and time of incident to when it actually happened. - Do I need to upload photos for every IR? — No. Photos and videos are optional, but recommended for injuries and property damage. - Are IRs visible to families/Guests? — Depends on your organization's settings and the Guest's permissions. Talk to your Manager. - What if I made the IR by mistake? — You can archive it (this works even for drafts). IRs can't be deleted from the app — archiving moves it off your active board while keeping the record. Related articles - Creating an incident report - Submitting and the review workflow - Configuring incident types

BEHCA Support Documentation

Getting Started

Profiles

Documents

Daily Tracking

Medications

Incident Reports

Profile Reports

Scheduling

Electronic Visit Verification

Admin Reports

Managing Your Team

Mobile App

Billing

Your Account

Troubleshooting

Messages

4. Video upload errors

6. “Session expired” errors

1. Welcome to BEHCA

1. Login issues

2. Working with Groups

1. What an incident report is