Client Profiles are used to track and manage client information, including shifts, basic info, client plans, budgets, medications, charting, documents, training logs, admin notes, settings, and more.
Accessing the Client Profile
Click Clients in the left menu
Search for the client and select Profile
Each tab on the client profile plays a specific role in enabling documentation, care tracking, and reporting.
Shifts
The client's shifts can also be accessed from the Clients section:
Click Clients in the left menu
Search for the client and select Shifts
This will display all shifts for that client in list view. Use the Filter by Status dropdown or the search bar to locate shifts by caregiver.
Dashboard
The Dashboard gives an overview of the goals, ratings, medications, and incidents for a client. All charts are available for export. The sections include:
Goal progress & Caregiving rating
Monitor goal activity and caregiver ratings using four interactive charts. These charts can be filtered by date range and specific goals to help track participation, monitor progress, identify trends over time, and review completed activities during shifts.
Goal Activity Tracker: Displays an overview of goals recorded each day within the selected week or month, along with the total number of goal activities submitted. Results are separated by goal to help monitor engagement, consistency, and overall activity trends over time.
General Caregiver Rating: Shows the average caregiver rating for each day goal activity was recorded, organized by goal to provide insight into daily performance feedback.
Percentage of shifts with activity: Displays the percentage of completed shifts that included at least one documented goal activity, helping track how consistently goal-related documentation is being completed.
Caregiver rating over time by goal: Tracks trends in caregiver ratings for each goal over time, helping identify changes in client progress, engagement, and overall performance.
See Managing Goals in the Client Profile for more information.
Meds Administration
Monitor and track the medication administrations, refusals, and missed doses in the client's profile. Use these three charts to monitor medication compliance, track trends, and review missed or refused medications:
Administration Summary: Shows Late, Missed, Refused, and On Time administrations. Can be filtered by medication.
Refused and Missed Meds Report: Lists all refused and missed medications, including the medication and date/time.
Medication Administration Record: Displays completed medication administrations by date and administration time.
See Managing Medications in the Client Profile for more information.
Incidents
Monitor and analyze incident activity using multiple reporting sections. These sections can help track incident trends over time, review incidents by category, identify unverified incidents, and monitor incident reporting activity by staff.
Total Incidents: Displays the total number of incidents over time.
Incidents by type: Displays the total number of incidents for each incident type.
Unverified Incidents: Displays all incidents that have not yet been verified by an admin.
Incidents by staff: Displays which staff members submitted incident reports and the dates the incidents occurred.
Insights:
Utilize an AI assistant to analyze goal progress and generate custom charts.
Basic Info
The Basic Info section is the first information DSPs see in the mobile app before working with a client. A DSP must acknowledge this information before clocking in if it's their first time working with the client, more than 30 days have passed since their last shift with the client, or any of the information has been updated.
The best practice is to add anything you would like your caregivers to know about the client. Keep it clear and concise. If a field is not relevant to your agency or client, leave it blank.
This section includes:
General Information: Add demographic details. DSPs will only see the Name, Date of Birth, Gender, Height, Weight, Address, and Languages.
Health: Include relevant medical information to keep DSPs informed.
About: Share details to help staff get to know the client (e.g., interests, dislikes, routines, and communication preferences).
Support: Provide guidance on how to best support the client (e.g., preferred calming techniques, behavior triggers).
Custom Fields: Add any additional information relevant for DSPs using fields created and customized in Feature Settings.
Geofence Addresses: Add addresses associated with the client.
For information on how to create custom fields in the client profile, see Creating and Managing Custom Fields.
Client Plans
The Client Plan section is where agencies enter and manage the majority of a client's ISP information. Any content added here is accessible to DSPs during their shifts and determines what information they can view, follow, and document while providing care.
This section includes:
Behavior Plans: Create Behavior Plans for the client and outline how they should be implemented.
Human Rights: Record any Human Rights restrictions (e.g., water consumption limits) to ensure DSPs are aware of safety and compliance considerations.
Goals: Add goals for DSPs to track (e.g., daily living stills, communication efforts, etc).
Forms: Attach forms for shift documentation (e.g., incident forms, toileting logs, transportation forms). Forms are fully customizable and linked to the client when completed during a shift.
Notes: Create notes for DSPs to complete during their shifts. Notes help with internal documentation and compliance tracking.
See Managing Client Plans in the Client Profile for more detailed information.
Budget
The Budget section displays all of the services the client has been approved to receive. For each service, it shows the coverage period (span dates), the rate, and the total allocated units. Each client must have an active budget in order for DSPs to run a service.
Hover over a budget and click Details to view additional information. If Restrictions have been set up, this page will also display the remaining monthly, weekly, and daily units.
To add a budget:
Click Create Budget +
Fill in the required fields:
Service Code: Choose the service or billing code from the dropdown
Payer: Select the payer from the dropdown (the entity responsible for billing)
Available Units: Enter the total number of authorized units for the service period
Rate: If it differs from the default rate tied to the service code, enter the appropriate rate
Start Date and End Date: Enter the service start and end date. The end date may be set up to one year in the future
Reference ID: (Optional) Enter any relevant identifier, such as authorization number, PCP number, or other state-provided reference
Restrictions: Apply monthly, weekly, or daily unit limits to help control and prevent overspending
Click Save
Restrictions
Restrictions act as guardrails for each client's budget. Admins can set a Monthly, Weekly, and/or Daily maximum. Once these limits are in place, the system will check budget availability whenever a DSP attempts to start a service.
DSPs receive notifications when the client is close to their budget limit:
31% budget remaining
15% budget remaining
10% budget remaining
Client has run out of budget
If no action is taken, services will automatically end once the budget is depleted. After the limit is reached, DSPs are unable to select those services.
This process ensures compliance with state regulations, prevents overbilling, and provides clear visibility into remaining funds.
Medications
The Medications section displays all active medications available for the client. Enter all medications, dosages, and administration instructions for the caregiver to view.
If medications are not added in this section, DSPs will be unable to view or document medication administrations or refusals during their shift. The Meds section in the mobile app functions as the client's eMAR, allowing DSPs to track and record all medication activity electronically.
See Managing Medications in the Client Profile for information on how to add, edit, and manage medications.
Charting
The Charting section of the client profile contains all submitted notes, goals, medication records, forms, and incident reports for the client. Most documentation is entered by caregivers during or after their shifts, but admins can also create and manage charting records directly from the Dashboard.
Charting records can be viewed, added, edited, and exported from the client profile. For detailed instructions, see Viewing and Managing Charting in the Client Profile.
Documents
The Documents section displays all documents that have been uploaded or generated for the client. Upload additional documentation tied to the client, such as care plans, assessments, consent forms. These stay on the client’s record for future reference.
To upload a new document:
Click New Doc +
Click Upload Document
Click Choose File and select the document
Add a File Name
Add an Expiration Date. Documents nearing expiration (i.e. CPR or other certifications) will appear in the Expiring Documents section on the Home Page
Set the Status
Check Visible to Caregivers if you want DSPs to view this document
This section can also be used to generate progress reports specific for that client:
Click New Doc +
Click Generate Document
Select the date range
Select which to generate: Budget Info, Billing Records, and Charting
Toggle on Group by shift if desired
Click Generate Report
Contacts
The Contacts section lists all contacts associated with the client. Add any additional contacts by clicking New Contact +. Such contacts may be family members, emergency contacts, guardians, support coordinators, case managers, or health professionals.
Caregivers
The Caregivers section displays all DSPs assigned to the client. To add additional caregivers, click Add Caregivers +.
Note: When you select the Search Caregivers field, no results will appear at first. Begin typing the caregiver’s name to populate the list, then select the appropriate caregiver. Once all caregivers have been selected, click Save.
Training Logs
The Training Logs section lists all the times Person Specific Training (a client's basic information) has been read and acknowledged by caregivers.
A caregiver must acknowledge this information before clocking in if it's their first time working with the client, more than 30 days have passed since their last shift with the client, or any of the client's information has been updated.
Admin Notes
The Admin Notes section displays all notes submitted by the admin team. These notes are only visible with those to full and admin access. Click Add Note + to add additional notes.
Settings
The Settings section can be used to archive the client or resync the profile for EVV purposes.
For questions on client profiles:
Contact your Customer Success Manager
Or email: [email protected]