Mobile Edge FAQs
Where can I get a copy of the original communication that was sent to the clients?
July 16th, 2019: 20190715 - Client Mobile Edge Letter.pdf
What should clients do with the Sandata EVV device?
Unless a client is using the Sandata EVV device for other providers, we can request Sandata send a free shipping box to return the device. Clients may contact their coordinator at our office or email email@example.com to request a return.
When do we stop using the Sandata EVV device?
Updated: Starting on Friday, August 9th, no one will be using the State-provided Sandata EVV device.
How do I reset my Mobile Edge password?
Email or text the mobile edge support contact (see below) and a staff member will reset to a temporary password of "welcome" and confirm that it has been reset.
I get the message "Your account is disabled. Please contact your Agency administrator for details.
Email or text the mobile edge support contact (see below) and a staff member will reset the password to "welcome" and confirm that it has been reset.
Mobile Edge Support contact:
firstname.lastname@example.org – Email general question or comments. Response time is up to 1 business day.
614-860-5755 – Text only Save as “A-1 EVV Text Support”. Response time is up to 30 minutes.
614-268-3800 – Call for immediate assistance.
Please Note: After hours/on-call, are for medical and/or client-related emergencies. Please do not call after hours for EVV, Payroll, or non-emergent related issues.
The Mobile Edge app cannot acquire a GPS location
The app will only attempt to acquire a GPS signal for upto 40 seconds when punching in and punching out. If a GPS signal is not acquired, it will not affect the caregiver's ability to punch in and record their tasks or clock out. The GPS issue will automatically be reported to the office for review.
What devices does the Mobile Edge app work on?
The Mobile Edge app can be installed on any Andriod or Apple phone or tablet.
What do I do if I am unable to capture a client's signature?
The caregiver will have to have the client sign a paper timesheet for the shift(s) missing a signature. The timesheet needs to include all the required details (date, times from app, tasks & employee signature). You must notify your supervisor that a paper timesheet will be submitted. The shift will be paid once the paper timesheet has been received by the office according to our payroll policies.
What do I do if my client signs with a stamp and is unable to "sign on glass"?
The caregiver will have to punch in and out as normal using the Mobile Edge App but skip the client signature. The caregiver will also have the client stamp a paper timesheet for all shifts. The timesheet needs to include all the required details (date, times from app, tasks & employee signature). The shift will be paid once the paper timesheet has been received by the office according to our payroll policies.
What do I do if I am not at the client's home at the end of the shift?
The caregiver will punch out at the required time. If it is away from the client's home, a GPS exception will be generated. Please notify your supervisor with the reason so that they can clear the exception in the system.
How do I document the transportation of a client?
In limited cases, we allow aides to transport clients in the aide's personal vehicles. This needs to be approved by the Administrator and we must have a waiver signed by the client on file. In these cases, we will add a "Transportation" task to the PAS and the aide can mark the task completed and add any comments to the task.