Fixing Common EVV Exceptions

EVV exceptions happen. Caregivers forget to clock in, GPS drifts, phones die. What matters is how quickly and properly you fix them. Here's how to handle the most common issues.

Missed Clock-In or Clock-Out

What happened: Caregiver forgot to punch in at start or out at end of visit.

How to fix:

• Add manual entry with actual start/end time
• Document reason for manual entry (e.g., "Caregiver forgot to clock in upon arrival")
• Have caregiver confirm the times
• Attach supporting documentation if available (schedule, call log)

Prevention: Send automatic reminders when scheduled shift starts. Train caregivers to clock in immediately upon arrival.

Location Outside Geofence

What happened: GPS showed caregiver outside the acceptable radius of member's home.

Possible causes:

• GPS drift (especially in tall buildings or poor signal areas)
• Member's address on file is incorrect
• Caregiver was in driveway or nearby when punching
• Service occurred at community location

How to fix:

• If GPS drift, override with documentation explaining the issue
• If address wrong, update member's service address
• If community visit, document the location and reason

Duplicate Visits

What happened: System shows two visits for the same time period.

Possible causes:

• Caregiver accidentally clocked in twice
• System glitch created duplicate record
• Manual entry added when auto-capture already existed

How to fix:

• Identify which record is accurate
• Delete or void the duplicate
• Document why the duplicate occurred

Time Mismatch

What happened: EVV times don't match scheduled times or exceed authorized hours.

How to fix:

• If visit ran long, document the reason (member needed extra assistance)
• If schedule was wrong, update the schedule
• If over authorized hours, flag for supervisor review before billing
• Verify times with caregiver and member if discrepancy is significant

Unmatched Visit

What happened: EVV record exists but doesn't match any scheduled visit.

Possible causes:

• Schedule wasn't entered before visit occurred
• Caregiver worked for wrong member
• Make-up or substitute visit not scheduled

How to fix:

• Add the schedule if visit was legitimate
• Match EVV to existing schedule if possible
• Investigate if visit seems unauthorized

Best Practices for Exception Management

• Review daily: Don't let exceptions pile up. Fix them within 24-48 hours.
• Document everything: Every manual entry or correction needs a reason.
• Look for patterns: Same caregiver with repeat exceptions? May need retraining.
• Know your deadlines: Most states have timeframes for corrections.
• Keep audit trail: Your system should log who made changes and when.

When Exceptions Are Red Flags

Some exception patterns warrant investigation:

• Consistently missing punches from same caregiver
• Location exceptions that place caregiver far from member's home
• Visits logged outside normal service hours
• Unusually long or short visits compared to schedule
• Manual entries without supporting documentation