How to Troubleshoot “User in not within the range defined by Agency” Issue
If your Caregiver is at the location and unable to clock in due to the above alert. It could be an issue with the GPS location that is listed for your client.
To resolve this issue, navigate to Reports>EVV>GPS Distance Exception Report
This report will specify how many incorrect attempts were made by a caregiver to clock in or out due to the Minimum Radius enabled in the Office Settings>Main tab. It shows the GPS locations of the client and the caregiver at the time of the clocking attempt.
Use the filters at the top of the page to select your Office and the Client Status. Choose the client from the drop down menu for whom the caregiver is getting the out of range alert and set the applicable date range in Start Date From and Start Date To.
When the report opens, you can see the latitude/longitude coordinates for where Google Maps thinks your client lives and where the caregiver’s phone thought it was at the time of the attempted clock in or clock out.
Click on the hyperlinks for the coordinates to see their location in a map view.
To demonstrate, this image below shows where GPS thinks the client’s location is.
And this image below is where the caregiver’s phone actually is.
Clearly the client and caregiver coordinates are not in the same location. This is what prompted the out of range message and blocked the caregiver from clocking in or out.
If you are sure that your caregiver was at the right location, then you can correct this issue by performing the following steps.
1. Navigate to the client’s profile page and scroll down to the Contact Details section and click View in Map.
2. Enlarge the map by clicking the + icon and zoom in on the red pin’s location.
3. If the red pin is not where the caregiver phone location was – then click the red pin and drag it to the proper location.
4. Make sure you click the Update button in the client profile after you have moved the pin to the correct location.
P.O. Boxes
Another issue that could cause generate this same alert is a P.O. Box in the address line of a client’s contact details.
If a client’s address is listed as a P.O. Box, then the GPS coordinates may locate the client at the Post Office where the P.O Box is located.
Wherever possible, put the correct physical address of the Client in the address line under Contact Details on the client's profile main page.
If that is not possible, then follow the steps above to move the red location pin on the map of the client’s profile main page to as near their physical address as possible.