Electronic Visit Verification
Electronic Visit Verification (EVV) — visits, hours, billing
1. What EVV is and when you need it
EVV stands for Electronic Visit Verification. It records: - Who the support worker is. - Who they're supporting (the profile). - When the visit started and ended. - Where the visit happened (GPS at check-in and at complete). - What services were provided. EVV creates a verified record of in-home support that funders use for billing. States and other regulators require that record so visits can be verified. If your organization has EVV off, staff still record their hours the same way, minus the location and signature — see Timesheets when EVV is off below. When EVV is required EVV is mandated for many in-home services: - United States — under the 21st Century Cures Act, EVV is required for Medicaid-funded personal care services and home health services. - Australia — NDIS in-home supports increasingly require EVV-compatible time and location records. - Other regions — varies; check your funder's requirements. If you provide in-home support that's billed to Medicaid or NDIS, you very likely need EVV. Your Billing user or compliance officer will know. If you provide center-based services, day programs, or residential care, EVV may not apply. For staff: recording a visit Live visits are on the mobile app. You need location services on, and BEHCA needs permission to use them. 1. Open the profile you're visiting. 2. Tap the EVV tab. 3. Tap Check In when you arrive. 4. When you leave, tap End Visit, add notes, sign, and tap Complete Visit. See Starting a visit and Ending a visit. Your own hours on the website are My Schedule, in the user menu. Staff don't add or edit visits on the website. For managers: visits, billing, and turning EVV on When Enable EVV is Yes, most of what sits under Scheduling is EVV: EVV Sessions, Team Billing, and Service Codes. The other two items are the shift plan: the current profile's week (for example Gnarts's Schedule) and Team Schedule. See Scheduling overview for those. Open Scheduling and choose EVV Sessions to review visits, Add session, edit, and export. If your organization doesn't use Scheduling, open EVV instead — that lands on EVV Sessions. - Team Billing — one report of this month's hours, two views. By client is each profile's Client utilization (hours against the authorized cap, and which staff worked them). By staff is each staff member's Month total, Busiest week, and which clients they worked. - Service Codes — Enable EVV, overnight export, provider ID, and the codes visits use Turning on EVV for your organization 1. As a Manager or Billing user, open Scheduling and choose Service Codes. If your organization doesn't use Scheduling, open EVV instead. 2. Set Enable EVV to Yes. 3. Your subscription must include EVV. If it doesn't, you'll see a plan notice instead of an active toggle. On the same page you can set Split overnight visits on export and your Organization Provider ID. Service codes themselves are set up here too — see Configuring service codes for Scheduling. That lets eligible staff check in and complete verified visits in the mobile app. Timesheets when EVV is off If Scheduling is on and Enable EVV is No, the same hours tools stay available. They are labeled Timesheets on the website and Hours on the phone. Staff still check in and out on the mobile app: 1. Open the profile. 2. Tap the Hours tab. 3. Tap Check In when they arrive. 4. Tap End Visit when they leave. That finishes the session — there is no GPS, no staff signature, and no Complete Visit step. Managers still open Scheduling and choose Timesheets (Add session, edit, export) and Team Billing. Turn Enable EVV to Yes on Service Codes when you need verified visits with GPS and a signature. Then the website label is EVV Sessions and the phone tab is EVV. Per-profile billing and codes Create medical/service codes under Service Codes (Add Service Code). Then, for each profile, open Profile → Billing Details and assign Medical/Service Codes, Client ID, and optional hour or mileage limit behaviors (Managers). Those values appear on exports, Team Billing, EVV visits, and scheduled shifts when Scheduling is also enabled. What gets recorded for each visit - Check-in time (stored in UTC, shown in the profile timezone) and start GPS. - Check-out time and end GPS — captured when you tap Complete Visit, not when you tap End Visit. - Staff member and profile. - Medical / service code, and mileage when you track it. - Progress notes. - Staff signature (required to complete). A client signature is optional. On EVV Sessions, a visit shows as Active, Awaiting Signature, or Completed. A Manager can Add session on the website afterward and type coordinates by hand. That visit does not capture live GPS from a phone. Privacy GPS is captured at check-in and at complete, not as a route through the day, and only while a visit is in progress. Managers, Billing users, and the staff member on the visit can see it. Common questions - Do I need EVV for everyone? — For billing, the visits you bill need EVV. Check with your Billing user about which clients are billed this way. - What if I don't have phone signal at the client's home? — You need a connection to check in. BEHCA doesn't queue visits offline. A Manager can Add session afterward on the website. - Can a manager record a visit for staff? — Yes. On EVV Sessions, use Add session, pick the Staff member and Profile, and fill in Check-in and Check-out. - Does EVV affect billing? — Yes. Completed visit hours feed Team Billing and the CSV export from EVV Sessions. - I see Timesheets under Scheduling. — Enable EVV is No. See Timesheets when EVV is off above. Related articles - Starting a visit - Ending a visit - Hours worked and billing summary - Configuring service codes for Scheduling
2. Starting a visit
When you arrive at the client's home or pickup point, Check In on the mobile app. That records your start time and GPS. Before you start Make sure: - You're on a profile that uses EVV. - Your phone has location services on, and BEHCA has permission to use them. If location isn't available, you'll see an error and the visit can't be started. If this profile has a Required Document you still need to sign, BEHCA blocks tracking — including EVV — until you sign. See Signing a Required Document. Checking in on mobile 1. Open the BEHCA app. 2. Pick the profile you're visiting (from the profile switcher at the top). 3. Tap the EVV tab at the bottom. 4. Tap Check In. 5. The visit is now Active. The app captures your GPS and start time at this moment. The visit stays open until you End Visit and then Complete Visit. See Ending a visit. During a live visit You can keep using BEHCA during a visit — log behaviors, administer medications, take notes. The EVV record stays Active in the background. You can tag teammates in the progress note. They are notified when you Complete Visit, not while the visit is still active. Tracking more than one profile You can have more than one visit open at once. You don't have to complete one before checking in on another profile. Each visit keeps its own start/end times and location. What if I forget to start the visit? If a visit was never started in the app, a Manager can Add session afterward on the website. A session added that way uses coordinates typed on the form, and it won't have a live staff signature from the phone. See Editing past visits. What if my phone has no signal? BEHCA doesn't queue visits offline. You need a connection to check in. If you have no signal you can't start the visit at that moment. A Manager can Add session afterward on the website. What if location services are off? EVV check-in needs location. Turn location services on and grant BEHCA permission, then check in. Common questions - My start GPS is "off" by a few hundred meters. — GPS at check-in is whatever your phone reports. If you're in a basement or a building with poor reception, accuracy can vary. The visit is still valid. - Can I start a visit before arriving? — Check in when you arrive, so the GPS matches the client location. - Can I track more than one profile at once? — Yes. You don't need to complete one visit before checking in on another. - Will the app drain my battery? — EVV uses GPS at check-in and at complete, not constantly during the visit, so battery impact is small. Related articles - Ending a visit - What EVV is and when you need it - Editing past visits
3. Ending a visit
Closing a visit is two steps on the phone: End Visit, then Complete Visit. End it when your time at the client is done — not later in the day, or your hours run long. End Visit is not the finish. After you tap it, the visit is Awaiting Signature. Time still counts while you add notes and sign. Complete Visit sets the check-out time and GPS, and the visit becomes Completed. That complete time is what hours use. When to end a visit - When you leave the client's home (or pickup point). - When you're handing over to another staff member. - When the scheduled session is over. Ending and completing on mobile 1. Make sure you're on the right profile. 2. Tap End Visit. 3. Add progress notes. 4. On the signature screen, tap + to add your staff signature (required). A separate client signature is optional. 5. Tap Complete Visit. You need a connection to complete the visit, including uploading the signature. Staff complete live visits on the phone. The website is for Managers to Add session or Edit after the fact. What you'll see after each step - After End Visit — status Awaiting Signature. Notes are still editable. Hours are still running. - After Complete Visit — status Completed. Hours for this visit stop. The visit appears in EVV Sessions and on My Schedule. Checkout notes show on the audit log as an EVV progress note. Forgot to end a visit? If you forgot to end a visit and noticed later: - End and complete it now — check-out time and GPS are from when you finally complete it, so the visit will be longer than it should be. Ask a Manager to correct the times. See Editing past visits. - Add a note explaining — for example that you left at 2:00 PM and completed the visit later. If a visit stays Active for 24 hours (you never tapped End Visit), BEHCA closes it at zero hours and flags it Needs review on EVV Sessions. A Manager then enters the real Check-in and Check-out. The system does not invent billable time for a forgotten visit. What about lunch breaks or interruptions? Most organizations don't expect you to end and restart a visit for short interruptions. End and restart when: - You're leaving for an extended period (a separate scheduled break, a different client). - A different staff member is taking over. Ask your Manager about your organization's break policy. Multiple visits to the same client in a day If you have two scheduled sessions with the same client (for example a morning visit and an evening visit): - Check In for each one separately. - Each gets its own times, GPS, and completion. - They appear separately in visit history and roll up to your hours. Common questions - I lost signal before I could complete the visit. — Complete it once you're back online. If the check-out time is wrong, ask a Manager to correct it. - The end GPS is far from the client. — That can happen if you've already left the building when you complete. Talk to your Manager about your organization's expectations. - Can I complete a visit from the website? — Staff complete live visits on the phone so GPS and the staff signature are captured. A Manager can Add session or Edit on EVV Sessions and fill in Check-out there. Related articles - Starting a visit - Hours worked and billing summary - Editing past visits
4. Hours worked and billing summary
Every Completed EVV visit adds to hours worked. Duration is Check-in through Complete Visit (the check-out time), including time spent on notes and the staff signature after End Visit. Where to find hours On mobile (your own hours) 1. Open the BEHCA app. 2. Go to My Account. 3. Open the Hours Worked tab. This shows your visits from the last 30 days. Live check-in is on the EVV tab. On the website (your own hours) 1. Sign in at app.behca.com (US) or app.behca.au (Australia). 2. Open your user menu (avatar or initials) in the top-right corner. 3. Select My Schedule. The page title is My Schedule / Hours Worked. When Scheduling is also on, it shows published shifts next to matched EVV time. See Viewing My Schedule and adding it to your calendar. Older bookmarks to Hours Worked open this page. There is no personal CSV export from My Schedule. Use the organization export on EVV Sessions when you need a spreadsheet. What counts as hours - Visit duration — check-in time to complete (check-out) time. - Multiple visits in a day add together. - Visits still Active or Awaiting Signature have not finished counting yet. Viewing Team Billing and EVV Sessions Managers and Billing users open Scheduling and choose Team Billing or EVV Sessions. If your organization doesn't use Scheduling, open EVV instead — the same two pages are there. Once you are on either page, the blue bar switches between them. - Team Billing — this month's hours in two views. By client shows each profile's Client utilization against its authorized hours, and which staff worked them. Set those caps on Profile → Billing Details. With EVV, limits are set separately for each Medical/Service Code assigned to the profile (for example, 40 hours for "Personal care" and 20 hours for "Respite"), not one total for the whole profile. See Profile Billing Details and authorized hours. By staff shows each person's Month total, Busiest week, and the clients they worked. - EVV Sessions — lists recorded visits. You can sort by staff, profile, date, start, end, hours, service code, mileage, or verified status, and filter by typing a name. Status icons mark Active, Awaiting Signature, and Completed. Managers export CSV from this page. The Show only: buttons above the list narrow it to visits BEHCA has flagged: - Needs review — auto-closed after 24 hours with no check-out, so the visit records zero hours until a Manager corrects it. See Editing past visits. - Overlapping — two visits on the same profile share time on a service code that doesn't allow it. See Configuring service codes for Scheduling. - Spans multiple days — the visit crosses midnight. - Exceeds 12 hours — worth a second look before it's billed. Choosing more than one shows visits matching any of them. Exporting visits that cross midnight A visit that crosses midnight is always one session in BEHCA — one progress note, one row on EVV Sessions. The CSV can describe that same visit differently, because many agency imports expect each service day on its own line. That is what Split overnight visits on export controls. It is on Service Codes, next to Enable EVV: - Yes (the usual setting) — the CSV writes the visit as two rows, one ending 11:59 PM and one starting 12:00 AM. The hours still add up to the original visit. - No — the CSV writes one row spanning both days. Either way, nothing changes about the visit itself in BEHCA. Common questions - Can I correct my own hours? — Staff can't edit visits. Ask a Manager. See Editing past visits. - Where did the Hours Worked menu item go? — On the website it is My Schedule. - Do EVV hours show up on Analyze → Dashboard? — No. That dashboard charts behavior and health tracking. EVV hours are on EVV Sessions, Team Billing, and My Schedule. - Can I export my hours? — There's no CSV from personal My Schedule. CSV export is on EVV Sessions. - I see Timesheets under Scheduling. — Your organization has Enable EVV set to No. Timesheets is this same hours page without location or signatures: staff check in and out from the Hours tab, and End Visit closes the session. Set Enable EVV to Yes on Service Codes for verified visits. Related articles - Viewing My Schedule and adding it to your calendar - Starting a visit - Ending a visit - Editing past visits - Configuring service codes for Scheduling - Spreadsheet exports
5. Editing past visits
Sometimes an EVV visit has to be added or corrected after the fact — someone forgot to check in, the wrong profile was selected, or a visit was auto-closed overnight. Managers do that on the website. Who can edit visits - Managers and Billing users — can add and edit visits in their organization. - Staff — cannot edit visits, including their own. - Guests — cannot edit visits. The mobile app doesn't offer these corrections. Staff complete a live visit on the phone; a Manager fixes fields on the web. Where to edit 1. Sign in at app.behca.com (US) or app.behca.au (Australia). 2. Open Scheduling and choose EVV Sessions. If your organization doesn't use Scheduling, open EVV instead. 3. Find the visit. 4. Click Edit. 5. Update what needs changing: - Profile and Staff - Medical / service code and Mileage code - Check-in and Check-out date, time, and coordinates - Progress notes - Mileage (starting and ending odometer) 6. Save. The form shows the visit status (Active, Awaiting Signature, or Completed). Common edits "I forgot to end the visit" - Open the visit. - Set Check-out to when they actually left. - Note that the visit was completed late, and you're updating to the actual end time. - Save. "Wrong profile" - Open the visit. - Change Profile to the correct one. - Note that it was logged against the wrong profile. - Save. "Coordinates are wrong" - Edit the Check-in or Check-out latitude and longitude. - Add a note explaining the correction. "Visit duration is wrong" - Edit Check-in and/or Check-out times. - Add a clear reason in the notes. Manually adding a missed visit If a visit was never started in the app, a Manager can create it on the website: 1. Open EVV Sessions. 2. Select Add session. 3. Choose Profile and Staff. 4. Choose the Medical / service code. 5. Fill in Check-in and Check-out (date, time, and coordinates). 6. Add Progress notes. 7. Save. A session added this way is not a live phone check-in: coordinates are typed on the form, and it won't have a staff signature captured on the device. Needs review (auto-closed visits) If a visit stays Active for 24 hours — nobody tapped End Visit — BEHCA closes it at zero hours and flags it Needs review. A flagged visit shows a warning triangle next to its ID in the list, and it adds no billable time until a Manager fixes the times. To find these visits, use Show only: — the row of filter buttons above the sessions list. There are four: Needs review, Spans multiple days, Exceeds 12 hours, and Overlapping. Click Needs review to narrow the list to auto-closed visits. (Clicking more than one shows visits matching any of them, not only visits matching all.) Open each flagged visit, enter the real Check-in and Check-out, and save. The flag clears on its own once the visit has a real duration — there's no separate "mark as reviewed" step. Overlapping visits Overlapping marks two visits on the same profile that share time on a service code that doesn't allow it. Both visits in the pair get an orange warning triangle, and Show only: Overlapping narrows the list to them. What to fix depends on what happened: - The times are wrong — someone checked out late, or a session was added by hand with the wrong window. Correct one visit and the flag clears on both. - The wrong service code was chosen — change the code on whichever visit is wrong. - It's a duplicate — archive one of them. See below. - Both visits are right — two staff really did work together. That belongs on the code rather than the visit: set Allow overlapping hours by staff to Yes on Service Codes. See Configuring service codes for Scheduling. Two visits with exactly the same check-in and check-out are never flagged, so deliberate paired billing needs none of this. Archiving a visit When a visit shouldn't count at all — a duplicate, or a session recorded against the wrong profile that's simpler to redo than repair — archive it rather than editing it. 1. Open the visit with Edit. 2. Select Archive. Archived visits stop counting toward hours and are left out of CSV exports and reports. They aren't deleted: select Archived in the toolbar on EVV Sessions to view them, then Restore to bring one back. Archive only appears on visits that have ended. A visit still in progress needs a check-out time first. Common questions - Will my edited visit affect hours immediately? — Yes. Hours, Team Billing, and My Schedule pick up the new times on the next refresh. - Can a Staff member edit visits? — No. Only Managers and Billing users can add or edit sessions on the website. Related articles - Starting a visit - Ending a visit - Hours worked and billing summary - Configuring service codes for Scheduling