Clocking out happens on the shift itself: the caregiver opens the shift and taps Clock Out, then fills in a short form. Here's what's required, what they can simply explain, and how an admin can step in.
When a caregiver can't clock out
A few things can hold up a clock-out. Some must be finished first; others the caregiver can just note and continue. Which ones apply depends on the client's care plan and your agency's settings.
Must be finished first
Required care tasks. If the client's care plan is set to require a response on every task, the clock-out screen shows "Complete required tasks first" with a Complete tasks button. The caregiver records the remaining tasks, then comes back to clock out. (If the care plan doesn't require every task, this won't appear.)
A care summary — when the client's care plan is set to require one. The caregiver adds a short summary of the visit before finishing.
The caregiver's own signature — only if your agency requires employee signatures. This one can't be skipped.
Can note and still clock out
Client signature. If your agency requires it but the client can't sign, the caregiver checks "Check this box if the client cannot provide a signature" and continues.
Clocking out early or late. They add a quick explanation of why, then continue.
Outside the client's location. They add an explanation — it's a flag, not a block (see below).
So if a caregiver says they "can't clock out," it's almost always one of the must-finish items — check for unfinished required tasks, a care summary the care plan requires, or a required signature. Each of these only applies when the care plan or your agency's settings call for it.
Geofence / "outside location" warnings
The app compares the caregiver's location to the client's address. If they're outside the verified location, the app asks for a quick explanation but still lets them finish — it's a flag, not a block.
The client's GPS pin is slightly off
An admin can fine-tune the client's coordinates: go to Clients → open the client → the Profile tab → Basic Information → Edit, and adjust the Latitude and Longitude fields. As the on-screen note says, only change these if there are geofence issues; clearing them resets to the address-based location.
Can office staff clock in or out for a caregiver?
Not live. Clocking in and out is the caregiver's own action, from their app or web login — office staff can't tap clock-in/clock-out on their behalf in the moment.
What an admin can do is record the visit after the fact when a caregiver couldn't use the app at all (no phone or internet): go to Shifts → open the shift → Mark Completed, enter the Clock In Time and Clock Out Time (plus the care summary, and travel/mileage if you bill them), and click Complete Shift.
Heads-up: the form warns that a manual completion won't capture app-based GPS/EVV location or the caregiver/client signatures — so for Medicaid/EVV-required visits, use it sparingly and prefer having the caregiver clock in/out themselves.
FAQ
Can a caregiver clock out if the client won't sign?
Yes — if your agency requires a client signature, the caregiver checks "Check this box if the client cannot provide a signature" and clocks out as normal. (The caregiver's own signature, when required, can't be skipped.)
Can a caregiver clock out with unfinished tasks?
Only if the client's care plan doesn't require a response on every task. If it does, they'll need to record the remaining tasks first — the clock-out screen will say so and link them straight to the tasks.
Is a care summary always required?
It's required when the client's care plan is set to require one. Many care plans do, so encourage caregivers to summarize the visit either way — it's the record of what happened.
Can a caregiver add tasks or a care note after the shift ends?
Yes. After clocking out, a caregiver can reopen the shift from their Schedule and update the care summary or record/adjust task responses — handy when something was missed or needs a note added later.
What if a caregiver couldn't clock in because they had no connection?
Clocking in needs a connection to go through (the app shows when it's offline). Once they're back online, they can clock in and set the Clock in time to when care actually started — the time is editable — and add a quick "clocking in late" explanation if it's past the scheduled start. So a brief connectivity gap doesn't lose the real start time.
Does a manual completion still record EVV?
It still creates the visit record, but without the app-captured GPS and signatures.