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Electronic Visit Verification

Electronic Visit Verification (EVV) — visits, hours, billing

By Matthew LeDoux

• 5 articles

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. 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 start and stop visits from the EVV tab on each shift. - GPS location is captured at start and end (with the staff member's permission). - Visit records are stored against the profile, the staff member, and the time period. - Hours worked roll up into a per-staff summary used for payroll and billing reports. Enabling EVV on a profile A Manager or Billing user enables EVV on a per-profile basis from the profile settings: 1. Open the profile (web). 2. Find Settings or Features. 3. Toggle Enable EVV on. 4. Save. Once enabled, the EVV tab appears for staff who have access to that profile. Mobile vs. web - Starting and stopping visits is done in the mobile app — that's where GPS lives. - Viewing visit history, hours, and billing summaries is done on the web for fuller reporting. - 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). - Services / activities provided (depending on configuration). - Notes about the visit (optional). - 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. If a staff member declines to share GPS, EVV recording isn't fully compliant for funders. Talk with your Manager about your organization's policy. Common questions - Do I need EVV for everyone? — Only for clients whose services require it. Some clients in your caseload may need EVV; others may not. - What if I don't have phone signal at the client's home? — The mobile app records the visit and uploads when signal returns. Don't worry — your time isn't lost. - Can a manager start a visit on behalf of staff? — There's some flexibility for managers, but routine starts/stops should be done by the staff member to ensure GPS is captured at their actual location. - Does EVV affect billing? — Yes. Hours worked through EVV feed billing summaries used for invoicing.

Last updated on Apr 28, 2026

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 enabled. - You have Track Data permission for that profile. - 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. Starting a visit 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 Start Visit. 5. Confirm the start (some setups require confirming services or activities to be provided). 6. The visit is now active. A small badge appears on the EVV tab showing you're in a live visit. The app captures your GPS coordinates and start time at this moment. It also keeps the visit "open" until you end it. What you'll see during a live visit - Active visit indicator — usually a colored banner or the EVV tab badge. - Elapsed time — how long you've been in the visit. - Start time and location — usually visible near the top of the EVV screen. You can keep using BEHCA normally during a visit — log behaviors, administer medications, take notes. The EVV record stays in the background. Switching profiles during a live visit Don't. If you're switching to another client, end the current visit first, then start a new one with the next profile. EVV is one visit per active session per staff member. What if I forget to start the visit? You can: - Start now and adjust the start time when you end the visit (if your organization allows). - Manually log the visit from the web after the fact — Managers can do this; some Staff can too. See Editing past visits. For compliance reasons, manual visits often need a reason recorded. Live-started visits with GPS are always preferable. What if my phone has no signal? The mobile app supports starting visits offline: 1. Tap Start Visit as usual. 2. The app captures GPS (which works offline) and start time. 3. The visit is held locally on your device until you have signal. 4. When signal returns, the visit syncs to BEHCA automatically. You can confirm sync by checking the EVV history once you're back online. What if location services are off? The app prompts you to enable location services. Without GPS: - You can't start a compliant visit. - Some configurations allow non-GPS visits with a reason logged. - This is set per organization — talk to your Manager. 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 start visits for multiple profiles at once? — No. EVV is one visit at a time per staff member. - Will the app drain my battery? — EVV uses GPS at start and end, not constantly during the visit, so battery impact is minimal.

Last updated on Apr 28, 2026

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. Open the BEHCA app. 2. Tap the EVV tab. 3. Tap End Visit. 4. Confirm services / activities provided (if your configuration asks). 5. Add notes — anything notable about the visit. 6. (Optional) Add mileage — kilometers or miles traveled, if your organization tracks it. 7. Tap Submit / End. The visit ends. End time and end location are captured at this moment. What you'll see after ending - The active visit indicator disappears. - 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. The visit will be longer than it should be. - Adjust the end time — Managers (or Staff with permission) can edit a past visit's end time. See Editing past visits. - Add a note explaining — "Forgot to end at 14:00; ended retroactively". For compliance, the audit trail will show both the actual end-tap time and the corrected end time, so reviewers can tell what happened. 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 end the visit. — Don't worry. End it as soon as you have signal. If the end time will be wrong, edit it after. - 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? — Generally no — ending should be done on mobile to capture GPS. The web is for editing or correcting visits after the fact. - What's the maximum visit length? — There isn't a hard limit, but most organizations have policies. A 24-hour visit will likely flag for review.

Last updated on Apr 28, 2026

4. Hours worked and billing summary

Every EVV visit you complete adds to your hours worked. BEHCA rolls these up across days, weeks, and months for payroll, billing, and self-tracking. Where to find hours On mobile (your own hours) 1. Open the BEHCA app. 2. Open the Account screen or your profile area. 3. Find Hours Worked. You'll see: - Today's hours. - This week's hours. - This month's hours. - A list of recent visits, ranked by date. On the web (your own hours) 1. Sign in at app.behca.com (US) or au.behca.com (Australia). 2. Click your avatar → Hours Worked (or Account → Hours). The web view typically has: - Tables of visits by date range. - Total hours per client. - Total hours overall. - Filters by date and profile. - Export to CSV / spreadsheet. On the web (Manager view — your team's hours) 1. Open Manage Dashboard or the EVV / Billing area. 2. Pick a date range. 3. See: - Total hours per staff member. - Total hours per profile. - Total hours by service type. - Drill into specific visits. This is the view used for payroll calculations and client invoicing. What counts as hours - Visit duration — start time to end time. - Mileage is tracked separately, not as time. - Multiple visits in a day add together. - Canceled visits (started but ended within a couple of minutes) don't usually count. Billing summaries Many providers use BEHCA's hours data to invoice funders (Medicaid, NDIS, etc.): - The Billing tab on a profile (in the mobile app or website) shows total hours worked for that profile. - The web's EVV Billing summary breaks hours by service code, which is what most funders need. - CSV export lets you bring hours data into your billing system, accounting software, or spreadsheet. When hours look wrong A few common reasons: - Forgotten end-tap. A visit that should've been 1 hour shows as 8 hours because the worker forgot to end it. Solution: edit the end time. - Wrong profile. Visit was logged against the wrong client. Solution: edit the profile on the visit (Manager only). - Time zone confusion. A visit shows on the wrong date because of timezone. Hours worked use the profile's timezone to determine which date a visit "belongs to". - Pending sync. A visit started offline hasn't yet synced to the server. Solution: ensure phone has signal and is open to the app for a moment. Approving hours (if your organization does this) Some organizations require Manager approval before hours feed into payroll: 1. Manager opens EVV → Pending Approval. 2. Reviews each visit (start time, end time, location, notes). 3. Approves or flags for revision. 4. Approved hours feed into payroll exports. Whether your organization uses approval is a configuration choice. Common questions - Why are my hours different on web and mobile? — They shouldn't be. If they are, check whether you have visits not yet synced from your phone. Open the app, wait for sync, then refresh the website. - Can I correct my own hours? — You can usually edit your own visits if your Manager has granted that permission. Otherwise, ask the Manager. - Do EVV hours show up in the dashboard? — They show on the EVV tab and in your billing summary. The main behavior/health dashboard doesn't include EVV hours. - Can I export my own hours as a payslip? — Yes, CSV export from your hours-worked page. It's not a payslip per se, but it's the source data your payroll team uses.

Last updated on Apr 28, 2026

5. Editing past visits

Sometimes you have to correct an EVV visit after it ended — you forgot to end it, the wrong profile was selected, or notes need adding. BEHCA supports edits, with an audit trail. Who can edit visits - Managers and Billing users — can edit any visit in their organization. - Staff — can edit their own visits, if the Manager has granted that permission. - Guests — generally cannot edit visits. Where to edit Editing is web-only for full control. The mobile app may let you fix a few fields, but Managers should use the web for serious corrections. 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. - Mileage. 6. (Required for compliance) Add a reason for edit — what's being changed and why. 7. Save. The edit is recorded in the visit's audit trail with the original values, the new values, who edited, and when. 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. "Visit didn't capture GPS" - GPS can't be edited after the fact (it's recorded by the phone, not entered manually). - Add a note explaining what happened (e.g. "Location services were off on phone; visit was conducted at the client's address"). - Some funders accept noted exceptions; some don't. Check with your compliance team. "Visit duration is wrong" - Edit start and/or end times. - Add a clear reason note. - Be aware: large edits (e.g. shortening an 8-hour visit to 1 hour) are flagged in many compliance reports as suspicious — be sure of your reason. Audit trail Every edit captures: - Original values for each changed field. - New values. - Who edited and when. - Reason (if provided). The audit trail is exported in EVV reports for funder review. Limits on editing Some changes are blocked: - Visits older than X days may be locked (configurable per organization). - Visits already approved for payroll may need to be unapproved first. - Visits already exported to a billing system may have export-side locks (BEHCA can't undo what's been sent to your funder). If you can't edit a visit you need to fix, ask your Manager — they may have higher access or can contact support. Manually creating a missed visit If a visit was never started in the app: 1. Open EVV → Add Visit Manually (Manager-only on most plans). 2. Fill in: profile, start time, end time, services. 3. Mark it as manually created (no GPS). 4. Add a reason: "Forgot to log live; conducted at client's home as scheduled." 5. Save. These visits don't have GPS and may be flagged in compliance reports. Use sparingly. 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 that aren't theirs? — No. Even with edit permission, you can only edit your own. - What if I edit a visit that's already on a payroll export? — Check with your accounting team. The export already happened; reconcile manually. - Can deleted visits be restored? — Visits aren't usually deleted — they're edited or archived. If a visit was genuinely deleted, contact support; some are recoverable from the audit log.

Last updated on Apr 28, 2026