Enhancements to the Caregiver App, Agency Portal, EVV, and Reporting Features

Feature Release Update – New Deployment Date

We want to share an update on the upcoming feature release. The release is now scheduled for Wednesday, December 3.

We know this is the second time the date has shifted, and we truly appreciate your patience. Over the past few days, our teams have been working through some remaining issues found during testing. While many items have already been resolved, a few regression items required additional review by both Development and QA. The build had not yet reached the level of stability we expect before releasing to customers.

Our teams have already put in significant extra effort, including weekend work, to keep this release moving forward. At this stage, our top priority is quality. We want to make sure that when these features are released, they are stable, reliable, and ready for everyday use.

What’s the good news?
All critical and high-priority issues have now been resolved, and QA testing is in its final validation stage. Based on the latest progress and stability checks, we are confident in the new deployment date.

Thank you again for your understanding and continued trust. We’re looking forward to delivering these improvements to you on Wednesday, December 3.

If you had previously registered, no action is required. Your registration will automatically be transferred to the new date and time. As always, a recording of the session will be shared.

Register for the Release Webinar – Wednesday, December 3, 2025 at 3:30 pm EST

Mobile app Versions –There will be an update to the Caregiver mobile app with this release. The version of the Caregiver app will be 2.55 (Code Push 1.0). The Version for the agency app will be 2.20(Code Push 1.0).

The minimum operating system requirements are as below:

Schedule Maintenance Window

Please note that regular maintenance is scheduled for November 27, 2025, from 12:30 AM – 4:30 AM Eastern Time, to perform necessary tool updates and deploy improvement patches. Thank you for your continued partnership!

Caregiver-Initiated Shift Cancellation

Agency Portal users can now enable Caregivers to cancel assigned shifts directly from the Caregiver Mobile App or Caregiver Web Portal.

Note: Adhoc shifts are excluded from this feature.

Configuration:

This feature can be enabled from Office Settings.
Agency Portal users can control access in two ways:

• Role-based access — grant permissions based on caregiver roles.
• Individual caregiver selection — search and manually include specific caregivers.

Caregiver Experience:

Once enabled, caregivers will see a “Cancel Shift” option within their schedule.

In the Mobile App:

Caregivers can tap the ellipsis (three-dot) menu next to a scheduled shift and select

Cancel Shift.

A popup will appear requiring the following details:

• Who is canceling — Caregiver or Client (required)
• Reason for cancellation (required)
• Notes (optional)

If a caregiver cancels their own shift, it will remain visible but greyed out so they can still enter expenses or complete forms.

In the Web Portal:

The Cancel Shift option is available in the Schedule Detail popup, offering the same form and behavior as in the mobile app.

Business Rules

• If the Caregiver cancels (on their own behalf), the system will create an Open Shift.
• If the Client cancels, no Open Shift will be created.

Tracking and Logs

Each cancellation will be logged in the Care Log with a tag indicating the cancellation stage.

These tags help agencies assess how late the shift was canceled and whether it qualifies for billing or payment review (approval process remains unchanged):

• Prior to 24 Hours
• Within 24 Hours
• Within 6 Hours
• Last Minute (0–2 Hours)
• Post-Schedule Cancellation (after shift start time)

Notifications

A new Email and SMS notification is sent to the selected Agency users (under Office Settings > Notifications) whenever a caregiver cancels a shift.

Updates to Time Tracking (New UI)

The Canceled View of the Time Tracking screen now includes:

• A new column Action By (Caregiver or Agency)
• A new column, Tag (cancellation stage)
• A new filter, Cancel Action By, allowing users to filter shifts canceled by caregivers.

Reporting

A new report titled “Shift Cancellation Report (Caregiver-Initiated)” has been added under ‘Scheduling Reports’. This report includes all cancellations initiated by both Caregivers and Agency users.

The details include:

• Office Name
• Client Name
• Territory
• Caregiver Name
• Schedule Start Date/Time
• Schedule End Date/Time
• Initiated By
• Canceled By
• Reason
• Notes
• Tag
• Canceled On

Conditional logic handling on custom forms

1. Conditional Logic in Print View
Resolved an issue where sections hidden by conditional logic were still appearing in printed forms. Now, only fields with entered data will be displayed in the PDF.

2. Color Field Printing
Fixed an issue where color selections made in custom form components were not visible in the printed PDF. Selected colors will now correctly appear in print output.

Caregivers can View Expected Client Forms for Open Shifts

Caregivers can now view the client forms that they are expected to complete during a shift before opting for an Open Shift.

Caregiver Mobile App and Web Portal

When viewing an Open Shift, caregivers will now be able to see all associated client forms attached to that shift.
This allows them to make an informed decision before accepting the shift, ensuring they are aware of any documentation requirements in advance.

Assessment V3 Time Slot Selection Improvements

The Assessment form’s time slot selection has been enhanced for greater flexibility and usability.

• Previously, users could only select a maximum of 2 time slots when scheduling an assessment task, despite there being 4 available options.
• With this update, users can now freely select any combination of time slots:

– Any number of time slots (up to all 4) can be selected.

– Selecting all four time slots will automatically behave the same as choosing “All Day.”

– The previous restriction of a maximum of 2 selections has been removed.

– Users can now select any 3 time slots and save their selection.

Client Forms Review Widget

A new “Client Forms” widget has been introduced to both the Caregiver Web Portal and the Caregiver Mobile App. This enhancement empowers caregivers to easily review the status of client forms they have filled or left pending, helping them stay compliant and reducing administrative follow-ups.

• The widget allows caregivers to view all client forms associated with their schedules, including both completed and pending forms.
• A date range filter is available, enabling selection of up to 31 days. By default, the last 7 days (including the current date) are selected.
• The widget displays the following details for each form, grouped by schedule:

– Client Name

– Start Date & Time and End Time

– Service Type

– Form Name

– Status

• Data is sorted by schedule start date and time, with the most recent entries at the top.
• Permissions: Access to the Client Forms Review Widget is controlled by the existing Dashboard permissions. If a user has access to the Dashboard, they will also be able to view and use this widget.

How to Use:

1. Navigate to the Dashboard in the Caregiver Web Portal or Mobile App.

2. Locate the “Client Forms” widget.

3. Use the date range filter to select the period you want to review (up to 31 days).

4. Review the list of forms, their statuses, and take action on any pending items as needed.

Tips for Best Experience:

• Ensure you have Dashboard access to this widget.
• Regularly check the widget to stay up to date with pending forms.

For any issues accessing the widget, verify your Dashboard permissions or contact your administrator.

Addition of Client Name Placeholder to Client Portal – Contact Us Email Template –

In this release, we’ve enhanced the Client Portal “Contact Us” email workflow by introducing a new dynamic “Client Name” placeholder to improve message clarity + referenced client name and communication for agencies and other users (Contacts).

• A new placeholder $ClientName$ has been added to the “Contact Us” email template (Template Type: Client Portal Templates → Contact Us) in the client portal. This enhancement ensures that recipients can easily identify which client the message pertains to through the static text:
  “With reference to: $ClientName$”.
• Existing agencies will not be impacted, meaning that their current templates will remain unchanged.
• Agencies may choose to use this placeholder at their discretion.
• For all new agencies, the placeholder and reference text will be added automatically to the template.
• When the ‘Placeholder to be used’ link is selected, the system will display all available placeholders applicable to the template.
• If the $ClientName$ placeholder is included, it will correctly display the client’s name—regardless of whether the sender is a contact user, client user, or payer user.
• For payer users associated with multiple clients, the system will retrieve and display the correct client’s name based on the selected client at the time of composing the message.

This enhancement streamlines workflow and eliminates confusion, ensuring recipients do not need to manually investigate which client a message is about. All other existing email functionalities remain unchanged.

Email Template Listing: (Template Type: Client Portal Templates → Contact Us)

$ClientName$ – Fetches the client’s name dynamically.

The available placeholders list will now also include the $ClientName$ keyword.

Therefore, when the email is sent to the recipient, the client’s name will be dynamically inserted into the email content for a better context, allowing the recipient to easily identify the client associated with the email.

Introduction of Opt-Out Options for Travel Time and Mileage on Schedule and Meeting Forms (Phase-1)

We’ve enhanced the scheduling workflow by introducing new opt-out options for Travel Time and Mileage benefits. Agencies can now easily disable automatic calculations for these benefits directly on the schedule of creation and edit screens, improving flexibility for visits involving multiple caregivers.

Opt-Out Checkboxes Added:

• New checkboxes labelled “Opt Out: Travel Time” and “Opt Out: Mileage” are now available on schedule Add/Edit forms, recurring schedules, meeting modules, and the mobile app.

Note: This setting will only be visible when these compensations benefits are enabled in office settings.

• Tooltip provided: “Enable this option to opt-out from Travel Time & Mileage compensation to caregivers. When activated, caregivers will not be eligible for Travel Time/Mileage or Both between scheduled visits, even if such benefits are configured in the agency’s office settings.”

Conditional Display:

• Options shown based on office settings—users see only relevant opt-out checkboxes (Travel Time, Mileage, or both) depending on their agency configuration.
• By default, both checkboxes are unchecked, meaning Travel Time and Mileage are included.
• Agency users can check or uncheck these boxes per schedule to disable or re-enable for these benefits.

Conditional Display Based on Office Settings

• These options appear only if “Travel Reimbursement for Caregivers” is enabled in Office Settings.
• If Travel Reimbursement is set to No, the Opt Out options will not be visible.
• Depending on the agency’s reimbursement setup:
• If only Travel Time is enabled → only the Opt Out: Travel Time checkbox appears.
• If only Mileage is enabled → only the Opt Out: Mileage checkbox appears.
• If both are enabled → both checkboxes are displayed.

Availability Across Forms (Phase-1)

The Opt Out: Travel Time/Mileage options are now available on the following screens and modules:

Agency Web Portal: (New + Old UI – Both)

• Client Profile → Add/Edit Schedule
• Caregiver Profile → Add/Edit Schedule or Meeting
• Quick Schedule Screen
• Schedule Calendar (Web):
• Add New Schedule
• Edit Existing Schedule
• Client List → Quick View → Add Schedule
• Caregiver List → Quick View → Add Schedule/Meeting
• Office Staff List → Schedule View → Add/Edit Meeting
• Facility → Schedule Add/Edit & Recurrence Update

The view will remain the same; here only the addition of two another checkboxes will appear with respect to the Opt out workflow.

Please note: These opt-out options will apply only to the Travel Time and Mileage calculated between shifts.

Agency Mobile App:

• Client → Schedule → Add/Edit Schedule
• Caregiver → Schedule → Add/Edit Schedule
• Schedule Calendar → Add/Edit Schedule

These new checkboxes function the same way across both the Agency Web App and Mobile App.

Recurring Schedules and Meetings:

• If a user selects the Opt Out option for a recurring schedule or meeting, the setting will automatically apply to all events generated from that recurrence.
• Any change to this setting will trigger a Recurrence Pattern Update prompt, consistent with existing recurrence update behavior.
• All other recurrence functionalities remain unchanged.

Meeting Module Enhancements:

• Opt-Out options are also available on the Add/Edit Meeting forms for caregivers and staff.
• These options appear only if the “Exclude Travel and Mileage on Meeting” setting is disabled in Office Settings.
• By default, both checkboxes are unchecked.
• Agency users can enable these options per meeting to exclude Travel Time and/or Mileage for:

All participants (if it’s a group meeting)

• Individual participants (if it’s a single-participant meeting)
• The existing workflow and calculations will remain unchanged. Travel Time and Mileage benefits will continue to apply when they are included for a meeting; however, if these benefits are opted out for any meeting, they will be excluded accordingly.

Reports: The reports listed below will now reflect the updated calculations based on the Opt-Out workflow.

• Scheduling Reports << Caregiver Mileage and Travel Time
• Accounting Report << Payroll Grouped by Caregiver
• Accounting Report << Expense Details by Caregiver
• Accounting Report << Expense Details by Client
• Scheduling Report << Payable Hours Reports

Benefits of This Enhancement:

This enhancement provides agencies with:

• Greater flexibility to manage caregiver benefits on a per-schedule basis.
• Simplified control of Travel Time and Mileage without changing global settings.
• Consistency across web and mobile platforms, ensuring easy use wherever schedules are created or updated.
• Improved accuracy in invoicing and payroll by ensuring only eligible schedules include these compensations.

Here is the example Scenario: In this below-mentioned scenario the schedule is Opted Out from Mileage Compensation.

On Generating Payroll for this schedule: The Mileage will not be applied on this schedule and it will indicate as (-).

If mileage is not opted out, the payroll calculation will appear as follows. The same calculation will also be reflected on the client’s invoice (if mileage is included).

Caregiver Task & Time Log Report

A new report titled “Caregiver Task & Time Log” has been added under the Caregiver Reports section. This report provides detailed visibility into caregiver tasks,clock-in/clock out details, etc in a single report.

The following filters are now available in the report:

• Office – Multi-select dropdown.
• Territory – Multi-select dropdown.
• Caregiver Status – Multi-select dropdown.
• Caregiver Name – Multi-select dropdown.
• Schedule Start Date From – Calendar date picker.
• Schedule Start Date To – Calendar date picker.
• The report is grouped by Office.
• Within each Office, entries are further grouped by Caregiver.

The following fields have been added in the report:

• Office – Displays the office name.
• Caregiver – Displays caregiver name in the format: Last Name, First Name
• Client Name – Displayed as Last Name, First Name.
• Schedule Start – Shown in mm/dd/yy hh:mm A.M./P.M. format.
• Schedule End – Shown in mm/dd/yy hh:mm A.M./P.M. format.
• Clock-In – Shown in mm/dd/yy hh:mm A.M./P.M. format.
• Clock-Out – Shown in mm/dd/yy hh:mm A.M./P.M. format.
• Visit Notes – Automatically expands to show all notes (Note 1, Note 2, etc.).
• Attachment – Provides download links for any visit-level attachments.

Caregiver Notes Enhancement in the Agency Mobile App

Admin users can now add, view, and edit Caregiver Notes directly from the Agency Mobile App, improving accessibility.

When an Admin user logs into the Agency App, they can now access the Caregiver Notes section. A new button labelled “+ Notes” is available within this section.

Upon clicking “+ Notes”, a popup window appears allowing the user to:

• Enter caregiver notes
• Upload attachments

Care-Coordinator and Supervisor Workflow

We have enhanced how client and caregiver records are displayed based on user roles and assignments. For Admin users, if any clients or caregivers are assigned to them, those records will load by default with their names pre-selected in the Care Coordinator and Supervisor filters. If no assignments exist, Admin users will automatically see all records, and both filters will default to All.

Client Listing:

Caregiver Listing:

A new office setting, “Restrict Supervisors/Care Coordinators to Their Own Caregivers/Clients”, allows agencies to control visibility. When enabled, these filters are locked, and users are limited to viewing only their assigned records. If this setting is updated, users must re-login for the changes to take effect. This setting is NOT applicable on Admin users

When the setting is disabled: Dropdown will be enabled

When the setting is enabled: Dropdown will be disabled

For Agency (Care Coordinator/Supervisor) users, the system will continue to show only their assigned clients/caregivers by default, with their names displayed in the filters. If they have no assignments, the behaviour will depend on the data restriction setting:

• When OFF, they will see all clients/caregivers with filters enabled and set to All.
• When ON, the filters will remain greyed out with the user’s name selected, and a message will be shown indicating that no clients or caregivers are assigned to them.

Upcoming releases will introduce this feature to more displays. To ensure the setting updates are reflected, users should log out and sign in again.

Middle Name in the Caregiver Applicant Form and Profile

The Caregiver Applicant form now supports a configurable Middle Name field to meet background check and training requirements. Admin users can manage this field through a new Middle Name dropdown within the Caregiver Applicant Form Settings, with three options: Mandatory Optional, and Disabled. The selected setting determines how the field behaves on the applicant form—mandatory fields must be filled, optional fields may be skipped, and disabled fields do not appear.

The Middle Name field is now visible in both the Caregiver Applicant form and the Applicant profile, and it is also included in the generated application PDF upon submission.

Additionally, the Caregiver Applicant Report now shows the “Applicant Name” column into three separate columns: First Name, Middle Name, and Last Name, while keeping all other report columns unchanged.

Expense Review Widget for Caregiver App and Portal

Caregivers can now review their monthly expense submissions directly within the CareSmartz360 Caregiver Web Portal and the CG Mobile App. Previously, caregivers had no visibility into their own submitted expenses, requiring agencies to manually generate “Expenses by Caregiver” reports each month. This new feature improves transparency and reduces administrative workload.

A new Expense widget has been added to both the CG portal and the mobile app. Caregivers can now use a built-in calendar filter to select any date range, while the default view automatically displays the current week’s expenses.

The widget also provides flexible grouping options, allowing caregivers to view expenses by following:

• Schedule
• Service Type

View By Schedule

View By Service Type