All Santrax Exceptions List

Exceptions List

Field	Description
Abandoned Visit	An ‘Abandoned Visit’ exception displays when a mobile application user abandons the visit in the mobile app. This closes the visit on the app and only sends a clock in. This exception is resolved by canceling the visit or using the Ovrd button to correct the visit.
Actual Hours More Than Scheduled Hours	An ‘Actual Hours More Than Scheduled Hours’ exception applies to visits where the caregiver has gone over the scheduled visit time. If the visit auto-confirm functionality is enabled, visits will still be confirmed, and the exception will still display. This exception is resolved by using the Ovrd button to correct the visit.
Assigned Staff Updated by Caller	“Assigned Staff Updated by Caller” is a notification exception that displays when someone other than the staff member assigned to the visit clocks in and out of the visit. This can occur when an emergency or another situation prevents the original staff member from attending the visit and a replacement is sent before the visit can be updated in the system. This exception is resolved by opening the visit and selecting the correct staff member.
Assumed Calls	An ‘Assumed Calls’ exception displays when the Assumed Calls functionality is enabled for the agency and a staff member is providing multiple services back to back to back for a client with only one call in and one call out. This is a notification exception that does not put the visits on hold, but the visits MUST line up exactly (10:00 – 11:00, 11:00-12:00, etc).
Both Calls Received	‘Both Calls Received’ is a filter exception that can be used to display calls with both a call in and call out time that have other exceptions that need handling.
Call Time Outside Payor Threshold	A ‘Call Time Outside Payor Tolerance’ exception is a payroll indicator that the client has received more hours of service than is permitted by their payer.
Carfare Exception	A ‘Carfare Exception’ displays when an incorrect amount of Car Fare is reported by the staff member. This amount can be affected by mileage, tolls, or other associated costs. This exception is resolved by opening the visit and correcting the Carfare amounts.
Client Signature/Voice Verification Required	A ‘Client Signature/Voice Verification Required’ exception displays when the client’s signature or voice verification was not captured. If the visit was completed, Agencies should check if the field staff was able to get verification on paper.
Client Verification of Service Required	A ‘Client Verification of Service Required’ exception displays when the client did not verify the service was performed during the call out. If the visit was put on hold, Agencies should check if the field staff was able to get verification on paper.
Client Verification of Time Required	A ‘Client Verification of Times Required’ exception displays when the client did not verify the times of the call during the out. If the visit was put on hold, Agencies should check if the field staff was able to get verification on paper.
Different service entered	A ‘Different service entered on call’ exception displays when the service reported on the call during the visit differs from the service listed on the schedule. This exception is resolved by opening the visit and adding the correct service.
GPS Distance	When an agency is set up with Sandata Mobile Connect, a GPS Distance exception displays when a call in or call out is placed outside of the configured distance from any of the client’s addresses in the system. This exception is resolved by opening the visit and confirming it occurred at an approved location.
Late Visit	A ‘Late Visit’ exception displays when the phone call was not received within the required time threshold established by the provider. The parameters for late visits are set by the agency. Late visits passing this threshold become ‘No Show’ exceptions. This is a notification exception that does not prevent the visit from being confirmed until a ‘No Show’ exception is triggered. This exception is resolved by confirming that the field staff member performed the visit and make the necessary adjustments. If the visit was not performed, see ‘No Show’ Exceptions.
Makeup Visit	A ‘Make Up Visit‘ exception is an identifier exception that indicates a visit is flagged as a make up on the schedule in the Late / Missing Visit Handling tab.
Missed Visit	A ‘Missed Visit’ exception displays when the phone call was not received within the required time threshold established by the provider. The parameters for late visits are specified by the agency. This visit is resolved by confirming the visit took place and locating the associated visit to be merged.
Missing Service	A ‘Missing Service’ exception displays when a visit has been created without a service assigned to the visit. This exception is resolved by opening the visit and adding the correct service.
MVV
No In Call	A ‘No In Call’ exception displays when a call out was received and applied to the scheduled visit without a call in. This exception is resolved by finding the associated call and merging the visit or using the Ovrd button to correct the visit
No Out Call	A ‘No Call Out’ exception results when a call in was made but a call out was not received as scheduled. This exception is resolved by finding the associated call and merging the visit or using the Ovrd button to correct the visit
No Service	A ‘No Service’ exception displays when a visit has been created without a service assigned to the visit. This exception usually appears along with the Unknown Client/Unscheduled Visit exception. This exception is resolved by opening the visit and adding a service.
No Show	A ‘No Show’ exception occurs if the staff member failed to call in as scheduled or if they called outside of the scheduled time. If ‘No Show’ Alerts are configured in the system, an email is also sent to the coordinator’s email address. Managers receive a 2nd level alert after a time set by the agency. This exception is resolved by locating any Unscheduled Visit exceptions that might be this visit, confirming if the visit happened or rescheduling it.
Payroll Hours less than Scheduled Hours	A ‘Payroll Hours less than Scheduled Hours’ exception shows visits with fewer actual hours worked than scheduled for both billing and payroll. This exception is resolved by using the Ovrd button to correct the visit.
Speaker Verification	A ‘Speaker Verification’ exception is an identifier that displays when the voice confirmation spoken by the either the client or staff member to confirm a call does not match the voice confirmed on record. If the visit is performed correctly, this exception may not need handling and the visit will be confirmable. If there are issues with billing or payroll, the confirmation can be added after the fact.
Task Exception	A ‘Task Exception’ displays when the required number of critical tasks are not included when a field staff makes a call out. This exception is resolved by opening the visit and adding the tasks to it.
Travel Time Exceeds Threshold	A ‘Travel Time Exceeds Threshold’ exception displays when the caregiver travels farther for a visit than the threshold set in the system. A caregiver that exceeds the threshold may be ineligible to receive payment/travel time reimbursement depending on their reason for exceeding this distance. This exception is resolved by opening the visit and correcting the TT Bill or TT Pay fields.
Unknown Client	An ‘Unknown Client’ exception occurs when a call is received from a telephone number not registered to a client. Rather than the client’s name, a telephone number appears, in the Visit Maintenance screen’s Client column, when the visit has an unknown client exception. This exception is resolved by looking for the associated visit to merge the call with or making other adjustments to the visit.
Unknown Staff	An ‘Unknown Staff’ exception displays when the Santrax ID number entered during the call does not match to a valid field staff’s Santrax ID in the system. It will also occur if a new employee is not entered in the system at the time of the call. This exception is resolved by locating the associated call and merging the visits.
Unmatched Client ID Phone	This exception displays when where there is a scheduled visit, but no visit activity occurred against that scheduled visit. For example, when there is a conflict between a correct client ID # and the phone number the call is being made from. An example of this would be a field staff entering the correct client ID # but the phone number used differs from the client’s current number listed because two clients share a phone. This exception is resolved by confirming the phone number used on the visit and updating the client's phone number as needed.
Unscheduled Event	An ‘Unscheduled Event’ exception indicates that a call with no associated schedule was received by the system. This can happen if either the visit was not scheduled in advance or the call was not made within the configured threshold time (Usually with Unknown Client/Unknown Staff). This exception is resolved by looking for an associated visit to merge or opening this visit and updating the visit details.
Visits Without Calls	A 'Visit Without Calls' exception displays when a visit passes the scheduled time without receiving either an in or an out call. This exception is resolved by first confirming with the field staff that the visit occurred. If no calls were made, manually enter the call times on the Schedule Detail screen. If there are associated calls for the visit, merge them.
Warnings Cleared	A Warnings Cleared exception displays when there were previous exceptions that have now been resolved. This exception lets users know that while the visit was previously prevented from auto-confirming, it can now be manually confirmed.

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