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's the system used to record: - Who the support worker is. - Who they're supporting (the profile). - When the visit started and ended. - Where the visit happened (GPS coordinates). - What services were provided. EVV creates a verified record of in-home support that funders and regulators rely on for billing. In practice, it's how in-home support workers who visit a particular person get their time recorded and billed. EVV requires location services to be turned on. Checking in, checking out, and ending a visit won't work without GPS. The one exception is a visit a Manager manually creates on the web — that can be created without GPS. 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. How EVV is used in BEHCA When EVV is enabled: - A new tab appears in the BEHCA mobile app: EVV. - Staff check in and end visits from the EVV tab on each shift. - GPS location is captured at start and end. - Visit records are stored against the profile, the staff member, and the time period. - Hours worked can be reviewed and filtered by staff for payroll and billing. Turning on EVV for your organization EVV is controlled at organization level first (then you configure billing details per profile). 1. As a Manager or Billing user, open EVV Settings from the top nav — under Scheduling if Scheduling is enabled, or under the EVV menu if you have EVV without Scheduling. 2. Set Enable EVV to Yes. 3. Ensure your subscription includes EVV — if it doesn’t, you’ll see a plan notice instead of an active toggle. You can also set Split overnight visits on export and your Organization Provider ID on the same page. Scheduling is a separate feature; turning on EVV does not enable Scheduling, and Scheduling does not imply EVV. That allows staff to check in/out of verified visits using the mobile app organization-wide. Per‑profile billing and codes Medical/service codes are created under EVV Settings (Add Service Code). Then, for each profile, open Profile → Billing Details on the web to assign Medical/Service Codes, Client ID, and optional hour/mileage limit behaviors (Managers). Those values drive what appears on exports, billing-related EVV summaries, and scheduled shifts when Scheduling is also enabled. Once EVV is enabled for the organization and profiles are set up appropriately, eligible staff see the EVV workflow on mobile where your plan and access allow it. Mobile vs. web - Starting and stopping visits is done in the mobile app — that's where GPS lives. - Viewing visit history is done on the web under EVV Sessions (from Scheduling or the EVV top-nav item). Personal worked time is under My Schedule. - Editing past visits is generally web-only and Manager-only. What gets recorded for each visit - Start time (UTC, displayed in profile timezone). - End time. - Start GPS coordinates (latitude, longitude). - End GPS coordinates. - Staff member (you). - Profile (who you supported). - Service type — the staff member selects this; it appears as the service code. - Notes about the visit, added by the staff member. - Mileage (if tracked). Privacy GPS data is sensitive. EVV captures: - The start and end locations, not the route between. - Only during active visits, not the rest of your day. - Stored in BEHCA's secure cloud storage. - Visible to Managers, Billing users, and the staff member themselves. Live visits always capture GPS — checking in, checking out, and ending a visit won't work without it. The only visits without location are ones a Manager manually creates on the web after the fact. Common questions - Do I need EVV for everyone? — For billing purposes, the visits you bill need EVV. Check with your Billing user about which of your 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, so if you have no signal you can't start the visit at that moment; a Manager can create the visit afterward on the web. - Can a manager start a visit on behalf of staff? — No. Managers can't start visits. (Managers can edit EVV records on the web after the fact.) - Does EVV affect billing? — Yes. Hours worked through EVV feed billing summaries used for invoicing. Related articles - Starting a visit - Ending a visit - Hours worked and billing summary - Configuring service codes for Scheduling
2. Starting a visit
Starting a visit is the first thing you do when you arrive at the client's home or pickup point. It records your start time and location. Before you start - You're on a profile that has EVV. - Your phone has location services enabled and BEHCA has permission to use them. If location isn't available, you'll see an error and the visit can't be started. 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 coordinates and start time at this moment, and keeps the visit "open" until you end it. During a live visit You can keep using BEHCA normally during a visit — log behaviors, administer medications, take notes. The EVV record stays open in the background until you end it. Tracking more than one profile You can track more than one profile at once — you don't have to end one visit before starting another. Each visit records 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 create it afterward on the web. A manually created visit won't have a signature, and its coordinates are entered manually rather than captured by GPS. See Editing past visits. What if my phone has no signal? BEHCA doesn't queue visits offline. You need a connection to check in, so if you have no signal you can't start the visit at that moment. A Manager can create the visit afterward on the web. What if location services are off? EVV can't run without location. If location services are off, turn them on and grant BEHCA permission — you can't check in without GPS, and there's no non-GPS exception. Common questions - My start GPS is "off" by a few hundred meters. — GPS at start 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? — No. Start when you arrive, otherwise the GPS won't match the client location. - Can I track more than one profile at once? — Yes. You don't need to end one visit before starting another. - Will the app drain my battery? — EVV uses GPS at start and end, not constantly during the visit, so battery impact is minimal. Related articles - Ending a visit - What EVV is and when you need it - Editing past visits
3. Ending a visit
Ending a visit closes the loop on a session of support. End it when your time at the client is done — not later in the day, otherwise your hours are inflated. 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 a visit on mobile 1. Make sure you're on the right profile. 2. Tap End Visit. 3. Add notes — at least 10 characters are required. 4. On the signature screen, tap the + button to add a signature (required). Optionally add a separate signature for the client. 5. Tap Complete Visit. The end time and end location are captured when you complete the visit. What you'll see after ending - The visit moves to your EVV history with status Completed. - Hours worked updates to reflect this visit. Forgot to end a visit? If you forgot to end a visit and noticed later: - End it now — the end time and GPS will be from when you finally end it, so the visit will be longer than it should be. - Ask a Manager to correct the end time — only Managers can edit a visit. See Editing past visits. - Add a note explaining — "Forgot to end at 14:00; ended retroactively". 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 specific organization's break policy. Multiple visits to the same client in a day If you have two scheduled sessions with the same client (e.g. a morning visit and an evening visit): - Start a new visit for each one. - Each gets its own start/end times and GPS records. - They appear separately in the visit history and roll up to your hours worked. Common questions - I lost signal before I could complete the visit. — You need a connection to complete the visit, including uploading the signature. Complete it once you're back online. If the end time ends up 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 end. Talk to your Manager about your organization's expectations. - Can I end a visit from the web? — No. Ending is done on mobile to capture GPS. The web is for Managers to edit or correct visits after the fact. Related articles - Starting a visit - Hours worked and billing summary - Editing past visits
4. Hours worked and billing summary
Every EVV visit you complete adds to your hours worked. You can review recent visits on mobile and on the web. 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 EVVs from the last 30 days. On the web (your own hours) 1. Sign in at app.behca.com (US) or au.behca.com (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 on your plan, it shows published shifts next to matched EVV time. When you only need EVV hours, the same page still lists worked time for the week. Older bookmarks or links to Hours Worked open this page. There is no personal CSV export from My Schedule. Use organization EVV exports when you need a spreadsheet. What counts as hours - Visit duration — start time to end time. - Multiple visits in a day add together. Viewing billing Managers and Billing users open these from the top nav that includes EVV for your organization: - If Scheduling is enabled, use the Scheduling blue bar for Team Billing and EVV Sessions (Scheduling alone is not enough — EVV must also be on the plan). - If you have EVV without Scheduling, open the EVV top-nav item for the same pages. From there: - Team Billing — shows how over- or under-utilized profiles are. It lists by staff, and shows the staff who serviced each profile; when listed by staff, it shows the profiles each person serviced. Older bookmarks to Admin Reports → Team Billing redirect here. - 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. Managers can export CSV from this page. Common questions - Can I correct my own hours? — No. Only Managers can edit visits. - Where did the Hours Worked menu item go? — On the website it is now My Schedule. Worked hours appear there when EVV is available (and next to scheduled shifts when Scheduling is also available). - Where did Team Billing go? — It moved out of Admin Reports. Open Scheduling → Team Billing or EVV → Team Billing, depending on your top nav. - Do EVV hours show up in the dashboard? — They show on EVV Sessions and in Team Billing. The main behavior/health dashboard doesn't include EVV hours. - Can I export my hours? — There's no CSV export from personal My Schedule. CSV export is available from EVV Sessions. Related articles - Viewing My Schedule and adding it to your calendar - Starting a visit - Ending a visit - Editing past visits - CSV exports
5. Editing past visits
Sometimes an EVV visit has to be corrected after it ended — someone forgot to end it, the wrong profile was selected, or notes need adding. BEHCA supports these edits. Who can edit visits - Managers and Billing users — can edit visits in their organization. - Staff — cannot edit visits, not even their own. - Guests — cannot edit visits. Where to edit Editing is done on the web by a Manager. The mobile app doesn't let you fix fields. On the web 1. Sign in at app.behca.com (US) or au.behca.com (Australia). 2. Open the EVV tab (on a profile or organization-wide). 3. Find the visit. 4. Click Edit. 5. Update: - Start time and end time. - Profile (if it was logged against the wrong client). - Service type. - Notes. - Coordinates — the start/end coordinates can be edited manually. - Mileage. 6. Save. Common edits "I forgot to end the visit" - Open the visit. - Edit the end time to when you actually left. - Note: "Forgot to end at the time. Updating to actual end time." - Save. "Wrong profile" - Open the visit. - Change the profile to the correct one. - Note: "Visit was logged against [wrong profile] in error. Correcting to [right profile]." - Save. "Coordinates are wrong" - A Manager can edit the start/end coordinates on the web. - Add a note explaining the correction. "Visit duration is wrong" - Edit start and/or end times. - Add a clear reason note. Manually creating a missed visit If a visit was never started in the app, a Manager can create it on the web: 1. Open EVV → Add Visit Manually. 2. Fill in: profile, start time, end time, service type, notes. 3. Save. A manually created visit has two differences from a live one: it won't have a signature, and its coordinates are entered manually rather than captured by GPS. Common questions - Will my edited visit affect my hours immediately? — Yes, hours and billing summaries recalculate on the next refresh. - Can a Staff member edit visits? — No. Staff can't edit any visits, including their own. Only Managers and Billing users can. Related articles - Starting a visit - Ending a visit - Hours worked and billing summary