There may be times when a caregiver is unable to clock out of their shift due to app lag, connectivity issues, or simply forgetting. When shifts are not properly closed, it can lead to billing errors, inaccurate budget tracking, and payroll complications.
There are three ways to resolve clock-out issues:
Manually clock out the caregiver
Caregiver clocks out at later time and submits a shift edit request
Set up Shift Sweeper (automatic clock-out)
Option 1: Manually Clock Out the Caregiver
Admins can manually clock out caregivers from the Dashboard. To do this:
Click Shifts in the left menu
Click Calendar in the left menu
Find and click on the In Progress shift
Click Close Shift in the top right corner
Click Confirm
Once the shift is manually closed, update the clock-out time in both the Billing and Payments cards. To do so:
Click the Billing or Payments card in the Shift Overview
Click Edit in the top right corner
Click Continue
Use the calendar icon to adjust the time
Click Save
Return to the Shift Overview, select the other card, and repeat these steps
After updating the clock-out time, confirm that the units are calculated correctly based on the new time. Any changes made will automatically update all downstream billing and payroll records.
Note: Adjusting the clock-out time in both the Billing and Payments cards ensures billing and payroll accuracy.
Option 2: Caregiver Clocks Out at Later Time and Submits Shift Edit Request
If a caregiver forgets or is unable to clock out, they can clock out later and submit a time change request via the mobile app to update the clock-out time. An admin can then review and approve the request in the Dashboard.
To view and approve requests:
Click Shifts in the left menu
Click Calendar in the left menu
Click Requests (a notification will appear if there are pending requests)
Hover over the request and click View Details
Click Approve
Once approved, the updated shift time will be reflected across all areas, including billing and payroll.
For more detailed instructions on reviewing and approving requests, see Managing Time Change/Shift Edit Requests.
Note: To allow DSPs to submit time change requests, this feature must be enabled in Feature Settings. Open the Shift settings card and turn on Shift Requests. See Feature Settings: Requests for more information.
Option 3: Set Up Shift Sweeper Feature (Automatic Clock-Out)
The shift sweeper feature automatically closes a shift if the DSP forgets to clock out. Enabling this feature prevents manual clock-out corrections and helps to reduce admin burden.
For scheduled shifts, the system will automatically clock out the staff member and end all client services once a set number of hours has passed after the scheduled shift end time.
For example, if the threshold is 3 hours and a DSP's shift is scheduled to end at 5pm but they remain clocked in at 8pm, the system will clock them out, end all services, and backdate the clock-out time to 5pm.
For impromptu shifts, the system will clock out the staff member and end all client services once the shift duration exceeds a specified number of hours.
For example, if the threshold is 3 hours and a DSP begins an impromptu shift as 12pm but is still clocked in at 4pm, the system will clock them out, end all services, and backdate the clock-out time to 3pm.
To enable Shift Sweeper:
Click the dropdown arrow in the top left corner
Click Feature Settings
Select the Shift settings card
Scroll down to the Shift Sweeper section and turn on Enable shift sweeper
Click Edit next to Clock out sweeper hours
Enter the number of hours and click Save Changes
Click Edit next to Clock out sweeper Impromptu hours
Enter the number of hours and click Save Changes
Note: If you prefer not to use the impromptu shift sweeper, set the hour limit to a high value (e.g., 100) so it won't be triggered.
If you have any questions about clocking out caregivers:
Reach out to your Customer Success Manager
Or email: [email protected]