This section can help you identify what steps should be taken if caregivers are reporting issues with the app. Below you will find common error messages, general issues, and how to resolve them.
General Tips:
If you find your caregivers are having trouble with the app, be sure to check their version number. This tells you if they have the newest and most updated version of the app. Many people have settings on their phone that prevent apps from automatically updating or apps can only update under certain circumstances and so caregivers may have an older version of the app. As with any software it is important for best performance to be on the most recent version!
Our current version number is 2.0.0.
Where do I find the version they have?
Have them log into the app, then go to the Settings tab on the right hand side and it will be the first thing at the top.
How does a caregiver update the CMA to the newest version?
To update to a newer version of the Rosemark (CMA) Caregiver Mobile App, have the caregiver go to the Google Play store or the Apple app store and search for ‘Rosemark Caregiver Mobile’. There will then be an option to Update. Check in the Settings for the current version number It should be 2.0.0
Another option is to have them uninstall the app and reinstall it from the Google Play store or the Apple app store. New downloads from the app store will always be the newest version of the app!
The caregiver is getting prompt that states, "Previous Shifts Incomplete".
They are receiving this prompt because they haven't clocked out of their previous shift and are now given the choice of clocking out of the previous shift or continuing to clock into the current shift. It is probably a good idea to clock out of the previous shift and then clock in to the current shift. This prompt does NOT prevent them from clocking into the current shift, simply have them choose the 'Yes' option.
Previous Incomplete Shifts Prompt
The caregiver is getting prompt saying, 'Location failed'
Location Failed Prompt
There are a few possible reason that the caregiver may be receiving this prompt.
They may need to have location tracking turned on. If they are using an Android phone, have them set the location mode to ' High Accuracy'.
Also, make sure that location permissions are enabled for the Caregiver Mobile app specifically. Overall location may be on but disabled for this particular app.
More on setting up Location Services for the Mobile App for Android and Iphone.
Caregivers showing as 400 feet away but they swear they're in the client's home?
Often Google Maps displays the address at the street, but the client may have a long driveway so the caregiver clocking in from inside the house can show as incorrectly far from the street address. This can be resolved with Custom Coordinates without the need to change the client's physical address under their Info tab. If you trust the caregiver is at the client's home, you may want to set a Custom Coordinate for the client.
Your caregiver can't remember their password?
Resetting the caregiver's password is the easiest and fastest way to solve this issue. See this section on resetting caregiver passwords
Does the caregiver say they can't fill out tasks?
Caregivers must clock in for their shifts before they are able to fill out task details. Make sure they have successfully clocked in for the shift. You can check, immediately, that they have clocked in Rosemark Go to Office > Electronic Visit Verification Events.
Shift Times and/or Dates are Displaying Inaccurately
.png)
Shift Time Zone Error
If caregivers notice that the CMA presents both 'local' and 'agency' time on the shift card, this is due to a misalignment of Time Zone on the caregiver's personal cellphone. Restarting the phone should realign the time zone. Often time zones can also be manually set if it is still a problem.
Comments
0 comments
Please sign in to leave a comment.