Frequently Asked Questions

Washington State DDCS (formerly DDA) services are billed in 15-minute increments. CareCade automatically tracks and calculates billable units based on actual service time, ensuring you capture every billable minute and stay compliant with state requirements. This prevents revenue loss from manual calculation errors.

When caregivers clock in or out using the mobile app, CareCade captures their GPS location. You can set up geofencing around client homes to verify that visits actually occurred at the correct location. This provides bulletproof documentation for audits and billing.

Yes. CareCade supports all 27 Washington DDA service types across 12 categories — including Community Engagement, Life Skills Coaching, Individual Employment, Respite Care, Behavior Support, Speech-Language Therapy, Occupational Therapy, Physical Therapy, Personal Care, Residential Habilitation, Supported Living, Transportation, Assistive Technology, and more. Each service type has its own unit allocation tracking so you can monitor usage across all programs.

NEMT stands for Non-Emergency Medical Transportation. CareCade includes a full transportation management module specifically designed for PASRR (Preadmission Screening and Resident Review) clients receiving Specialized Add-on Services. Washington State NEMT brokers are pre-configured — Hopelink, NWRC, Access, and DART. You can generate formal PDF requests to send to brokers for case manager approval, schedule recurring weekly rides, and track PASRR services like Community Access and Habilitative services. When a trip is attached to an appointment, caregivers see the transportation details right in their app so they never miss a ride.

Yes. If a caregiver cannot make a scheduled shift, they can request coverage through the app. Administrators are notified and can quickly reassign the appointment to another available team member.

CareCade uses AI to automatically generate session notes based on the activities and tasks completed during an appointment. This saves caregivers and administrators time on documentation while ensuring thorough, professional notes for every visit.

Yes! CareCade maintains Washington's largest DDCS provider directory with over 330 agencies at carecade.org/providers. Families can filter by county, waiver type, and any of 27 service types. Your agency can claim its listing for free, and verified CareCade users get a verification badge. The directory is available in 8 languages including Spanish, Vietnamese, Chinese, Korean, Russian, Ukrainian, and Somali — helping families who speak other languages find your services.

Yes. After each appointment, families can rate their caregiver using a simple heart rating system (1-5). These ratings help you identify top performers and address any concerns. Aggregate family ratings also appear on your public provider directory listing, helping you build trust with prospective families.

EVV (Electronic Visit Verification) is a federally-mandated system that electronically verifies home care visits. Required by the 21st Century Cures Act for all Medicaid-funded personal care and home health services, EVV captures the date, time, location, type of service, caregiver identity, and client information for each visit. CareCade includes built-in EVV with GPS and optional biometric verification.

Washington DDA (Developmental Disabilities Administration) services are billed in 15-minute units through ProviderOne. Providers must document service delivery with EVV, track units against client authorizations, and submit claims with correct service codes (S5125 for Community Guide, S5135 for Community Engagement, etc.). CareCade automates unit tracking, generates ProviderOne-compatible exports, and alerts you before clients exceed authorized units.

DDA (Developmental Disabilities Administration) is Washington State's program for individuals with developmental disabilities. HCBS (Home and Community-Based Services) is the broader federal Medicaid category that includes DDA waivers, COPES, New Freedom, and other programs. CareCade supports both DDA-specific services and general HCBS programs with appropriate service codes and compliance tools.

ProviderOne is Washington State's Medicaid Management Information System used for billing and claims processing. CareCade exports EVV data and billing information in ProviderOne-compatible formats, allowing you to submit verified visits directly for reimbursement. This eliminates manual data entry and reduces claim rejections.

Biometric EVV uses fingerprint or facial recognition (Face ID) to verify the caregiver's identity at clock-in and clock-out. This prevents 'buddy punching' where one person clocks in for another. CareCade supports biometric verification through smartphones—no special hardware required. Combined with GPS, it provides the strongest visit verification available.

EVV is only federally required for Medicaid-funded services. However, many agencies use EVV for all clients because it provides valuable documentation, improves accountability, and gives families visibility into care delivery. CareCade's EVV works for both Medicaid and private pay clients.

DSHS (Department of Social and Health Services) requires quarterly compliance reports for agencies providing developmental disabilities services in Washington State. CareCade automatically generates these reports, saving hours of manual work and reducing compliance errors.

Yes, CareCade is fully HIPAA compliant. We provide a Business Associate Agreement (BAA), use 256-bit encryption for data at rest and in transit, and host all data in secure AWS data centers. You can secure your account with passkeys (Face ID, Touch ID, Windows Hello) or TOTP two-factor authentication. We maintain 99.9% uptime with comprehensive audit logging.

CareCade displays real-time unit balances for each client and speciality. You'll see risk alerts when a client is approaching their unit limit, giving you time to adjust schedules or request additional authorization before services are impacted.

Yes. CareCade provides comprehensive data exports in CSV and PDF formats. For state billing, we offer direct ProviderOne EVV integration to export EVV data directly to ProviderOne, plus DAT (Department of Aging) format exports that integrate with ProviderOne and other billing systems.

While the mobile apps provide the best experience for field staff, caregivers can also access their schedules and clock in/out from any web browser. The mobile apps (iOS and Android) are recommended for GPS verification and real-time updates.

Caregivers can view their schedules, clock in/out with GPS verification, receive push notifications about schedule changes, message with office staff, and view their earnings. The app is designed to be simple so staff can focus on care, not paperwork.

Yes. Both iOS and Android mobile apps are included with all CareCade plans at no additional cost.

CareCade offers two main plans: Grow ($200/month for up to 50 clients) and Scale ($350/month for unlimited clients). Both include core features like scheduling, time tracking, mobile apps, and compliance tools. The Scale plan adds advanced features like analytics, recruitment, marketing, and priority 24/7 support.

CareCade supports passkey authentication (Face ID, Touch ID, Windows Hello, or hardware security keys) for phishing-resistant passwordless login. You can also enable TOTP two-factor authentication using apps like Google Authenticator or Authy. On mobile, caregivers can log in with fingerprint or face recognition for quick, secure access.

All CareCade data is stored in secure AWS (Amazon Web Services) data centers in the United States. Data is encrypted at rest using AES-256 encryption and in transit using TLS 1.3.

Only authorized users from your agency can access your data. CareCade uses role-based access controls—you decide who can see what. Our staff only access your data when necessary for support, and all access is logged.

CareCade has built-in e-signatures that are fully ESIGN Act and UETA compliant — no DocuSign or third-party services needed. When new hires sign W-4, I-9, and HIPAA forms, we capture their signature, IP address, timestamp, and browser info to create a legally binding audit trail. Signed documents are stored as PDFs you can download anytime.

Before cancellation, you can export all your data in standard formats. After cancellation, we retain data for 30 days in case you change your mind, then securely delete it according to HIPAA requirements.

All plans include email support and access to our help center. The Scale plan includes priority support with 24/7 emergency assistance and a dedicated success manager. We also offer training sessions and onboarding assistance.

You can reach our support team via email at support@carecade.org. Scale plan customers have access to priority phone support. We also have an in-app help center with guides and tutorials.