Managing Your Team

1. Team overview — Staff, Guests, and Managers

Open Manage Team from the gear icon. The page lists everyone on your organization — Billing, Managers, Staff, and Guests — on one list (/staff). Use the role chips if you want to show only Guests or only Staff. Archived in the toolbar switches to people you have archived (/staff/archives). While you are in team management, a secondary navigation strip under the header links to Manage Team, Manage Profiles, Manage Groups (Premium), and Organization Settings — the same destinations as the gear menu. Manage Team is a website feature. Inviting and editing team members is done on the web, not in the mobile app. When to use Staff vs. Guests Use Staff when… Use Guests when… The person is part of your organization The person is outside your organization They'll work with multiple profiles, often across groups They only need access to specific profiles You want to grant access by group, not profile-by-profile You want fine-grained access on a profile-by-profile basis Common: support workers, nurses, supervisors Common: parents, doctors, school teachers If you're not sure, ask: "Will this person move between profiles as part of their job?" If yes, Staff. If they need just one or two profiles, Guest. Roles inside Staff When you invite someone as Staff, you choose their role: - Billing — full access plus subscription/payment. An organization can have more than one Billing user. See Transferring billing ownership. - Manager — full access except billing. Can invite team members and manage profiles. - Staff — track data, log incidents, administer medications (depending on permissions). Can't manage other team members. See Adding a team member to invite someone, or Editing a team member's role and permissions to promote Staff to Manager. What managing the team looks like From the Manage Team page on the website, you can: - Sort the list by Name, Created, Role, or Title (click the column header). - Use Filter by name or email to narrow the list. - See invitation state at a glance: small Pending or Expired badges next to names when applicable. - Click someone's name to open their edit page (/staff/edit/…) for role, groups, permissions, and Resend invite when needed. - Use ARCHIVE on the row to remove access (with a confirmation dialog), or use the archive control on their edit page. - Review former members on the Archived Members tab. Family Plan note Family Plans only have Guests — there's no Staff or Manager role. The whole team management story on Family Plans is "who else can see this profile?" Related articles - Adding a team member - Working with Groups - Understanding roles

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

3. Adding a team member

Staff, Managers, Guests, and Billing users are all added from the same page: Add New Team Member. There is no separate form per role — you choose the role on that page, then set how they reach profiles. Inviting is a website feature. It is not in the mobile app. Open the form 1. Open Manage Team from the gear menu. 2. Click Add New Team Member. Everyone you add lands on the same team list. Use the role chips (Managers, Staff, Guests, and so on) if you want to filter after they're there. What to fill in - First name and Last name. - Email address — where BEHCA sends the invitation, and the username they sign in with. - Role — Staff, Manager, Guest, or Billing (only an existing Billing user can pick Billing). - Title — their job title (for example Direct Support Professional, Nurse, Parent). The title sets a starting set of permissions you can change on this same page. See Understanding roles. - Permissions — for Staff and Guests, what they can do on the profiles they can access (Track Data, Edit Profile, Track MAR, Track IRs, Review MAR/IRs, and scheduling options when those are on your plan). Leave them off for view-only access. Manager and Billing have these on and locked — you can't turn them off. On the right, pick who they can see. That panel changes with the role: - Staff — select groups. Groups decide which profiles they can access. If they have no groups, they won't see profiles. - Manager and Billing — they see every profile in the organization. Groups do not apply; you don't assign them. - Guest — select specific profiles. Guests are not added to groups. Then click Save. BEHCA sends the invitation email automatically. What the roles mean on this form Role Typical person Access What they can manage Staff Support worker, nurse, therapist Groups you assign Tracking and other permissions you turn on — they cannot invite or edit the team Manager Supervisor, program lead Every profile Team, profiles, groups, reports — not billing Guest Parent, doctor, teacher Only the profiles you pick View, and tracking only if you grant it Billing Someone who should also handle payment Every profile Same as Manager, plus subscription and payment Whether to add a Manager is up to you. It is handy if you want a second person who can run the admin side when you're away. If you want that person to pay invoices too, give them Billing instead — see Transferring billing ownership. After you save New people get a Get Started email with a link that is valid for 7 days. They set their own password when they open it. See I was invited — how to accept. On the team list, Pending or Expired appears next to their name until they accept. If the email never arrives, open their name and use Resend invite. See Resending or extending invitations. Someone who already has BEHCA If the email matches an existing account, BEHCA asks you to add that account to your organization. Confirm, and they can sign in with their existing password. They get a notice that they were added to your organization — they do not set a new password. Changing someone who is already on the team Do not send a second invite. Open Manage Team, click their name, change Role, and save. Promote Staff to Manager the same way. See Editing a team member's role and permissions. If you move someone from Guest to Staff, set their groups after you save so they don't lose access. Guest to Manager does not need groups — Managers see every profile. Staff to Guest needs profiles picked instead. Family Plan Family Plans can invite Guests only. Staff, Manager, and Billing are listed as upgrade-required. To invite employees, upgrade from billing. Common questions - Can a Staff member invite other people? — No. Only Managers and Billing users can. - Can I add the same email twice? — No. One email is one person. - How many Managers can I have? — No hard limit. - Can a Manager invite another Manager? — Yes. - Can a Manager assign Billing? — No. Only a Billing user can give someone the Billing role. - Will they get an email when I change permissions later? — No. Changes are silent, so tell them if it matters. - Can I import a spreadsheet instead? — Yes, for Manager, Staff, and Guest. Billing cannot be added by import. Use Import on Manage Team. Related articles - Team overview - Editing a team member's role and permissions - Working with Groups - Transferring billing ownership - Understanding roles - I was invited — how to accept

4. Editing a team member's role and permissions

You can change a team member's role, groups, and permissions any time. Changes take effect immediately — there's no notification email, so you may want to message the person separately if it's significant. Where to edit 1. Sign in at app.behca.com (US) or app.behca.au (Australia). 2. Open Manage Team from the gear menu (/staff). 3. Use the role chips if you want to filter to Guests or Staff. 4. Click the person's name. 5. Edit and click Save. What you can change Role You can switch a person between any of the roles: Billing, Manager, Staff, and Guest. For example, you can promote a Guest to Staff or Manager, or move a Staff member down to Guest — there's no fixed order you have to follow. A couple of rules apply: - Only an existing Billing user can give someone the Billing role. (A Manager can't.) - Changing a Guest to Staff (or the other way) swaps how their access works — from specific shared profiles to group-based access, or back again. Set their groups (or profile access) after the change so they don't lose access. Changing someone to Manager or Billing does not use groups; they see every profile. Title The person's job title. Shown to teammates and (optionally) on Required Document signatures. Groups (Staff only) Add or remove Group memberships. See Working with Groups. Profile access (Guests only) Add or remove specific profiles the Guest can access. Per-feature permissions For Staff and Guests, you can switch each of these on or off: - Track Data — log daily entries (behavior, environment, health, notes). - Edit Profile — change profile details, photo, location. - Track MAR — administer medications. - Track IRs — create incident reports. - Review MAR / IRs — approve and sign off on submitted reports. - Set Preferred Hours (when Scheduling is enabled) — edit weekly preferred coverage hours on profiles they can access. Does not allow creating or editing shifts. - Set Own Preferred Hours (when Scheduling is enabled) — edit their own weekly availability on My Schedule. Managers can always edit a team member's preferred hours from that person's staff schedule page. A new Staff member starts with Track Data on. A Guest starts with none on. You can change those. Manager and Billing have all of these on, and the switches are locked. You can't turn them off — that access comes with the role. Example scenarios - New nurse just joined — Add as Staff, role Staff, group Nurses, switch on Track MAR and Review MAR. - A volunteer should view but not edit — Add as Guest, share the profiles they need, leave all permissions off. - Promoting Sara to Manager — Change role from Staff to Manager, save. Groups no longer restrict her; she sees every profile. - Demoting Mark from Manager to Staff — Change role to Staff, then assign him to the right groups (otherwise he'll lose access to profiles he had as a Manager). What changes immediately vs. on next sign-in - Role and permissions — change immediately, even mid-session. - Group memberships — change immediately on the web, on next refresh in the mobile app. If a Staff member loses access to a profile they were viewing, they'll see an "access denied" message and need to switch to one they still have access to. Common questions - The Save button is disabled when I try to change someone's role. — Make sure you have permission to change roles. Only Billing and Managers can. - I changed someone's permissions but they still see the old menu. — Ask them to refresh the page (web) or pull-to-refresh and switch profiles (mobile). - Can I bulk-edit multiple Staff at once? — Not currently. You'll need to edit each person individually. - Will they get an email about the change? — No. Permission changes are silent. Send them a message yourself if it's a significant change. Related articles - Team overview - Working with Groups - Adding a team member - Setting preferred hours

5. Resending or extending invitations

BEHCA invitations expire 7 days after they're sent. If your teammate didn't make it in time, or they say they never received the email, here's how to fix it. Where to look 1. Sign in at app.behca.com (US) or app.behca.au (Australia). 2. Open Manage Team from the gear menu (/staff). Use the role chips if you want to filter the list. 3. Find the person. Pending or Expired appears as a small badge next to their name when the invite hasn't completed. Resending an invitation 1. Click the person's name to open the edit screen. 2. In the banner or notes at the top, click Resend invite. 3. A fresh email is sent immediately to the same address, with a new 7-day clock. 4. Confirm with the recipient that they got it (it sometimes takes a minute, and may land in spam). The previous invitation link is invalidated when you resend, so your teammate must use the new email. "I never got the invite" A few things to try, in order: 1. Check spam / junk / promotions. Invitation emails come from notifications@behca.com. Add it to safe senders to be safe. 2. Confirm the email address is correct. Click the teammate's name on the team page and look at the email field. A typo is the #1 cause. 3. Resend it (above). Sometimes the first email gets dropped and the second arrives without issue. 4. Try a different email address. Some corporate firewalls strip BEHCA emails. A personal email often works. I sent it to the wrong email Click their name in the team list: - If the Status is still Pending or Expired, you can update the email address on their record. The next resend goes to the new address. - If the Status is Active, they've already accepted under the old email. They can update their email themselves from Account Settings, or you can ask support to migrate them. They had an existing BEHCA account If the email matches someone who already has BEHCA, the invitation flow is different: - They get an instant "You've been added to [Your Org]" email instead of an invite link. - They can sign in with their existing password. - There's no 7-day expiration to worry about — they're already in. If they say they didn't get this either, just resending will trigger the email again. Common questions - Can I extend an invitation past 7 days instead of resending? — Not directly. Resending creates a fresh 7-day window and is functionally the same. - How many times can I resend? — As many as you want. There's no limit. - Will resending charge me extra? — No. Invitations don't affect billing. - Does resending notify me when they finally accept? — No, but their status will move from Pending to Active on the team page. Related articles - Adding a team member - Inviting your team - Inviting a guest - I was invited — how to accept

6. Archiving and restoring team members

When someone leaves your team — a Staff member moves on, a Guest no longer needs access — you should archive them rather than deleting. Archiving is reversible, and it keeps everything they ever logged intact for your records. What archiving does - They lose access to BEHCA on your organization immediately. Next time they try to sign in or open the app, they won't see any of your profiles. - Everything they logged (daily entries, MAR doses, incident reports, comments) stays in your data. Their name still appears on those entries. - They move off the active team list. Open Archived in the toolbar to find them. - They can be restored at any time, which re-grants access. Archiving someone 1. Sign in at app.behca.com (US) or app.behca.au (Australia). 2. Open Manage Team from the gear menu (/staff). 3. Click ARCHIVE on their row and confirm the dialog ("Are you sure you want to archive this member?" / "This member will no longer have access to BEHCA"). (Alternatively, open their name first, then use the archive control at the bottom of the edit page — e.g. ARCHIVE THIS STAFF MEMBER.) That's it. They're gone from your active team. If their BEHCA login is shared with other organizations (for example, they have their own Family Plan), those are unaffected. They keep their login. Restoring someone Sometimes archived people come back. To restore: 1. Open Manage Team from the gear menu, then click Archived in the toolbar (/staff/archives). 2. Find the person. 3. Click RESTORE and confirm ("Are you sure you want to re-activate this member?"). 4. Set their role and groups (or specific profile access for Guests) — these aren't always remembered from before. They regain access immediately. They don't need to accept a new invite. Permanently deleting someone Removing or archiving a person from your organization never deletes their BEHCA login. They keep their account and any access they have with other organizations. Permanently deleting a person's BEHCA login entirely (for example, under privacy laws like GDPR) is a separate, support-only request — there's no self-serve "delete" button in Manage Team. Contact support and an admin can handle it. Good to know: a login can only be fully deleted once it's no longer tied to any organization. If the person is still a member, manager, guest, or billing owner anywhere, BEHCA won't delete the account until those connections are removed first. This protects shared logins from being deleted out from under other organizations. When to archive vs. just remove from a Group If someone is moving teams within your organization (e.g. from Day Shift to Night Shift), don't archive — just change their Group membership. Archive is for people leaving the organization entirely. Common questions - Will archiving remove their entries from reports? — No. Past entries stay in audit logs and reports under their name. - Can I see what an archived person logged? — Yes. Audit logs and dashboards still show their activity. - Will they be billed once they're archived? — Archived users don't count against your seat usage on most plans. Check with your Billing user if you're near a plan limit. - What if I archive a Manager? — They lose Manager access immediately. You may want to give someone else the Manager role first if they were the primary admin. See Adding a team member. - Can the archived person still log into other organizations? — Yes. Archive only affects access to your organization. Related articles - Editing a team member's role and permissions - Adding a team member - Transferring billing ownership

7. Transferring billing ownership

A Billing user is someone who can manage the subscription, payment method, and invoices. An organization can have one or more Billing users — you're not limited to a single one. Only an existing Billing user can give someone else the Billing role. This article covers two things: adding another Billing user, and fully handing off billing so you're no longer one. When you might do this - The original account owner is leaving the organization. - You've hired a dedicated Billing/Accounts person who should manage payments. - You simply want a second person who can handle billing alongside you. Adding a Billing user 1. Sign in as a Billing user (only Billing users can grant the Billing role). 2. Open Manage Team from the gear menu. 3. Find the person who should have billing access. They must already be a team member — if they're not, add them first. 4. Click their name. 5. Change their Role to Billing. 6. Click Save. That person now has the Billing role too. Your own role doesn't change — adding a Billing user doesn't demote you. You can stop here if you just want a second Billing user. Fully handing off (stepping down yourself) If you want to stop being a Billing user after handing things over, there are two things to know: - You can't change your own role — the role field is locked when you're editing yourself. So the other Billing user has to be the one to change your role to Manager or Staff. - BEHCA always keeps at least one Billing user. It won't let you remove the last one — you'll need to give someone else the Billing role first. So a full hand-off is: (1) you promote the new person to Billing, then (2) they change your role down if you no longer want billing access. Tip: the current payment method stays on file until someone updates it, so the new Billing user should add a payment method they control (see below). Updating the payment method The new Billing user should: 1. Open Billing from the main menu. 2. Click Update Payment Method. 3. Enter a new card or bank account. 4. Save. Until they do this, the previous person's card remains on file and will continue to be charged. What if the only Billing user has already left? If your last Billing user is gone and no one else has the Billing role, no one on the team can grant it (only a Billing user can). In that case: - Contact BEHCA support with proof of authority (organization registration, written request from a senior team member, etc.). - An admin can assign billing to someone on your behalf. - This is a manual process and may take a few business days. A simple way to avoid this: keep more than one Billing user, or sort out billing access before a Billing user leaves. Common questions - Can more than one person have the Billing role? — Yes. An organization can have several Billing users. If you'd rather have a co-administrator without giving them access to the financial side, make them a Manager instead. - Will the new Billing user be charged immediately? — No. Charges continue on the existing card until the payment method is updated. - Does this transfer downgrade my plan? — No. The plan, invoices, profiles, and team are unchanged. Only the role assignments change. - Will my profiles or data be affected? — No. Data, profiles, and team membership stay exactly as they were. Related articles - Adding a team member - Editing a team member's role and permissions - Updating your payment method

8. Organization Settings

Organization Settings is the administrator area for your whole BEHCA organization (shared templates, company branding, security settings, and org-level billing). It is separate from Account Settings, which applies only to your login and personal preferences. Who can access it Managers and Billing users. Open the gear icon in the top bar, then choose Organization Settings. You land on Tracking Templates at /organization/tracking-templates. When you are already in Manage Team, Manage Profiles, or Manage Groups, you can also open Organization Settings from the secondary navigation strip under the header. Supervisors and Staff do not see Organization Settings — contact a Manager if you need a change here. The top toggles Across the top of the page: Tracking Templates Organization-wide defaults for behaviors, environments, and related tracking setup (scoped to the company). IR Templates Shared Incident Report templates for profiles in your organization. General Settings - Organization Details — Organization Name and Logo upload. Logo must be 244×104 px, .jpg or .png. Use the Upload button to replace it. - Session Timeout — Browser Inactivity timeout. How long a user can be inactive in the browser before they are logged out. This applies to all team members. The mobile app keeps users signed in for up to 7 days before requiring login again. - Multi-Factor Authentication (MFA) — Require MFA for all users. When enabled, everyone in the organization must set up an authenticator app on their next login (QR code + verification code). URL: /organization/settings. Organization fields and toggles typically save through the normal controls on the page (follow any on-screen confirmation). EVV and service codes are not on this page. Open Service Codes under Scheduling or EVV (depending on what your organization has enabled) to: - Add and edit medical, service, and mileage codes - Set the Organization Provider ID - When EVV is on your plan: enable or disable EVV, and choose whether overnight visits are split on CSV export See Configuring service codes for Scheduling. Team Contacts Tells your team who to go to for common requests. Each entry pairs a topic with a team member — "Shift corrections" with your scheduler, for example — plus an optional note such as "Same-day changes only". - Select Add contact, enter the Topic, search your team for the Contact, and add a Note if it helps. - Drag the handles to set the order your team sees. - Edit or Remove an entry at any time. - If someone leaves the organization, their entry is marked No longer in this organization. Point it at someone else or remove it. The list shows on the Team Messaging page and in the mobile app, where people can start a direct message straight from an entry. That's also why this toggle only appears on plans that include messaging. URL: /organization/contacts. Billing Details Shown to Billing users. Managers without that role may see Free (as an invited user) instead of invoices and Manage subscription. This is organization-level subscription management. URL: /organization/billing. Bulk profile import Importing many profiles at once is under Manage Profiles (gear menu → Manage Profiles → Import), not Organization Settings. See Creating a profile. Settings that need a second step elsewhere Two of these only do half the job on their own: - EVV is turned on for the whole organization on Service Codes, but each profile still needs its billing / service codes, Client ID, and any hours or mileage alerts assigned under Profile → Billing Details. - MFA can be required for everyone under General Settings, but each team member completes their own setup in Account Settings the next time they sign in. Common questions - Where do I turn on EVV or edit billing codes? — Open Service Codes under Scheduling or EVV. Turning EVV on requires EVV on your plan. - I turned on EVV but staff don't see it. — Confirm Enable EVV is Yes under Service Codes, your plan supports EVV, and staff use the mobile app where the EVV tab appears for eligible profiles. - Where did my logo go? — Wrong size or format will fail the upload guideline (244×104, JPG/PNG). - Can guests change Organization Settings? — No — Manager or Billing only. Related articles - Configuring service codes for Scheduling - Messages overview - What EVV is and when you need it - Team overview: Staff, Guests, and Managers - Updating your account settings - Creating a profile