Statement of Purpose
This article provides agencies with proven caregiver training strategies to successfully roll out the caregiver mobile app, including clock-in and clock-out workflows, schedule viewing, and visit management.
It is designed to support agencies during onboarding milestones related to caregiver adoption, EVV (Electronic Visit Verification), mobile app usage, visit clocking, schedule management, and caregiver engagement. It also addresses common challenges such as low tech literacy, limited training experience, and caregiver accountability.
When You Should Do This
Complete caregiver training after:
Office staff have completed system setup, profile entry, and schedule creation
Caregiver emails have been entered accurately into the system
A go-live date has been established and communicated
This step should occur before requiring caregivers to clock in/out in the app.
Instructions: Training & Adoption Strategies
Agencies should select one or more of the following approaches based on caregiver readiness and organizational capacity.
1. Structured Communication + Go-Live Campaign (Baseline Requirement)
Steps:
Announce the platform change to all caregivers:
Why the change is happening
What is expected from caregivers
Key benefits (pay accuracy, schedule access, compliance)
Provide clear expectations:
Go-live date (first date on which caregivers will be expected to clock in/out using the app)
App download instructions
Required actions (log in, view schedule, clock in/out)
Send multiple reminders (email + SMS if available):
7 days before go-live
2–3 days before go-live
Day of go-live
2. Tiered Rollout (Recommended)
Approach:
Start with tech-savvy caregivers
Expand in waves to additional groups
Steps:
Identify 10–20% of caregivers who are:
Comfortable with smartphones
Reliable and responsive
Train and onboard this group first
Use early adopters to:
Provide feedback
Support peers (peer mentoring)
Pros:
Controlled rollout
Creates internal advocates
Cons:
Slower full adoption timeline
3. Peer Mentor Program
Approach: Leverage top-performing caregivers as “App Champions.”
Steps:
Identify 3–5 strong caregivers
Provide brief advanced training
Assign them to support small caregiver groups
Use Cases:
Answer questions
Demonstrate app usage
Encourage accountability
Pros:
Builds trust faster than admin-led training
Reduces admin support burden
Cons:
Requires selecting reliable mentors
4. In-Office Hands-On Training Sessions (Targeted Support)
Approach: Bring in caregivers who are:
Less tech-savvy
Resistant to change
Struggling during rollout
Steps:
Schedule small group sessions (5–10 caregivers)
Walk through:
App download
Login setup
Viewing schedules
Clocking in/out
Require each caregiver to complete a live test visit
Pros:
Highest success rate for struggling users
Cons:
Time-intensive for agency staff
5. “First Shift Success” Program (Best Practice)
Approach: Ensure caregivers succeed on their first real shift using the app
Steps:
Assign a staff member to monitor first shifts on go-live day
Confirm caregivers:
Are logged in
Can see their schedules
Successfully clock in/out
Follow up same day if issues occur
Pros:
Prevents early failure and frustration
Reinforces correct behavior immediately
6. Simplified Training Path
Approach: Avoid overwhelming caregivers with all features at once
Phase Training:
Phase 1: Login + View Schedule
Phase 2: Clock In/Out
Phase 3: Tasks, Notes, Expenses
Pros:
Reduces cognitive overload
Improves retention
7. Mandatory Acknowledgement & Accountability
Approach: Require caregivers to confirm training completion
Steps:
Have caregivers:
Confirm app download
Complete training (video or session)
Acknowledge expectations
Enforce accountability:
Clock-in required for payroll processing
Managers follow up on missed clock-ins
You can achieve this by using your Test Client to create the associated tasks, and schedule the caregivers for a "training" shift to help them practice using the app. Make sure you "complete" the assessment with the training tasks, and allow caregivers to clock in from anywhere for the test client only.
Pros:
Drives compliance
Sets clear expectations
Allows for low-pressure,hands-on practice
8. Micro-Training + Reinforcement
Approach: Deliver short, focused learning moments
Examples:
2-minute videos (clock-in demo)
Daily tips during first week
FAQs sent via email or SMS
Pros:
Easier for caregivers to consume
Reinforces behavior over time
Best Practice Recommendations
Recommendation | Why It Works |
Start with a clear go-live date | Creates urgency and alignment |
Use multiple communication channels | Caregivers may ignore email alone |
Keep training simple and phased | Avoids overwhelming users |
Require accountability early | Prevents long-term compliance issues |
Support first shifts actively | Reduces early failures |
Define and communicate a clear escalation path for non-compliance with your caregivers. The focus is not punishment, but rather coaching to improve and use the app effectively and consistently.
First missed clock-in → Coaching
Second occurrence → Retraining
Repeated occurrence → Supervisor intervention
Ensure that your caregivers have the tools they need to be successful. Non-compliance could be either will (does not want to do it/make the effort) or skill (lacks the knowledge, or device capacity to use the app successfully) - make sure you are addressing the correct root cause.
Common Scenarios / Workflows
Scenario 1: Caregiver does not download the app
Resend invitation link
Provide direct download instructions
Assign mentor or schedule training session
Scenario 2: Caregiver logs in but does not clock in
Reinforce expectations
Confirm they understand process
Monitor next shift for compliance
Scenario 3: Caregiver ignores app error messages
Provide simple guidance:
“Always read and follow pop-ups”
Request screenshot for troubleshooting
Scenario 4: Caregiver struggles with technology
Schedule in-office session
Assign peer mentor
Reduce training scope to essentials
Scenario 5: Lack of/Poor Connectivity
Many caregivers work in areas with:
Poor cellular service
Weak Wi-Fi
Rural locations
They can and should be using the app's Offline Mode.
The Caregiver app will allow your staff to clock in and out of visits, mark tasks, and make notes in the case of network failure, or lack of service/wifi.
For the Offline Mode to work properly, the caregiver needs to be logged into the app. Logging in or out in Offline Mode is not supported at this time.
Locations services/GPS access also needs to be enabled for the device/app before leaving a service area/losing data access.
The mobile app allows caregivers to work offline (without WiFi or data connection). They can update tasks, leave notes, complete surveys and clock in and out in Offline Mode. Low connectivity may interfere with this, so turning off wifi or data connection will put the user into Offline mode effectively.
Troubleshooting
Issue | Resolution |
Caregiver did not receive invite email | Verify email address and resend link |
Caregiver cannot log in | Reset password or confirm correct email |
App not installed | Provide download instructions |
Caregiver ignores errors | Request screenshot and review messaging |
Clock-in failure | Confirm location permissions and schedule assignment |
If you have worked with the caregivers and still cannot get them successfully clocking in/using the app. Please feel free to reach out to our Support team for assistance. Be sure to include the caregiver name, client visit, date, time, errors and screenshots.
Associated Reports
Clock-In/Clock-Out Location and Mode
GPS Distance Exception Report
Unsuccessful Clock-In/Clock-Out Report
EVV Visit Verification Report
Caregiver Activity Logs
Final Takeaway
Agencies are most successful when they combine:
Clear communication
Phased rollout
Hands-on support
Accountability
No single method works for every caregiver—using a multi-strategy approach ensures higher adoption, fewer compliance issues, and a smoother transition.