Enhance accountability and compliance with CareCade's Face Verification feature. Staff verify their identity using facial recognition when clocking in and out, providing documented proof of service delivery.

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Overview

Face Verification uses AI-powered facial recognition to:

• Verify staff identity at clock-in/clock-out
• Document that the correct staff member provided services
• Meet compliance requirements for verification
• Reduce time clock fraud
• Create auditable verification records

This is a premium feature requiring separate activation.

How It Works

The Verification Process

1. Staff opens the CareCade mobile app
2. Taps to clock in at an appointment
3. Camera activates for face capture
4. Photo is compared to their profile photo
5. If match succeeds, clock-in is recorded
6. If match fails, staff can retry or request override

What's Captured

Each verification records:

• Timestamp
• GPS location
• Face match confidence score
• Captured photo
• Device information

Enabling Face Verification

Prerequisites

Before enabling, ensure:

• Your subscription includes Face Verification
• All staff have clear profile photos
• Staff have smartphones with cameras
• Staff understand the feature

Activating the Feature

1. Go to Settings → Features → Face Verification
2. Review the feature description
3. Toggle to Enabled
4. Configure settings (see below)
5. Click Save

Initial Setup

1. Staff Photos - Ensure all staff have profile photos:

   • Clear, front-facing
   • Good lighting
   • Neutral expression
   • Recent photo (within 6 months)

2. Notification - Inform your team:

   • Send an announcement explaining the feature
   • Schedule training if needed
   • Allow time for questions

Configuration Options

Verification Requirements

Choose when verification is required:

Setting	Description
Clock In Only	Verify at start of appointment
Clock Out Only	Verify at end of appointment
Both	Verify at start and end
Random	Periodic random verification

Match Threshold

Set the confidence level required:

• Standard (85%) - Recommended for most organizations
• High (90%) - Stricter matching, may require more retries
• Very High (95%) - Strictest, best for high-compliance needs

Retry Settings

Configure retry behavior:

• Maximum Retries - How many attempts before escalation (default: 3)
• Cooldown Period - Time between retries (default: 5 seconds)
• Manual Override - Allow supervisors to override failed verification

Location Requirements

Combine face verification with location:

1. Go to Face Verification → Location
2. Enable Require Location
3. Set verification radius (default: 500 feet)
4. Save

Managing Staff Photos

Photo Requirements

Good verification photos should be:

• Front-facing (no profile shots)
• Well-lit (no shadows)
• Clear and in focus
• Neutral background preferred
• No sunglasses or face coverings
• Recent (within 6 months)

Updating Staff Photos

To update a staff member's verification photo:

1. Go to Team → Staff Member → Profile
2. Click on their current photo
3. Choose Update for Verification
4. Upload new photo or take one
5. Save

Bulk Photo Review

Review all staff photos:

1. Go to Settings → Face Verification → Photo Review
2. See all staff photos with quality indicators
3. Flag photos that need updating
4. Send reminders to affected staff

Override Procedures

When Overrides Are Needed

Verification may fail legitimately due to:

• Significant appearance change (haircut, glasses)
• Poor lighting conditions
• Camera issues
• Old profile photo

Requesting an Override

When verification fails:

1. Staff sees "Verification Failed" message
2. Staff taps Request Override
3. Staff enters reason
4. Staff takes a fresh photo
5. Request is sent to supervisors

Approving Overrides

Supervisors can approve overrides:

1. Notification appears for override request
2. Open the request
3. View the captured photo and reason
4. Compare to profile photo
5. Click Approve or Deny
6. Add a note if needed

Override Alerts

Get notified about overrides:

1. Go to Settings → Notifications → Face Verification
2. Enable Override Requests
3. Choose who receives alerts
4. Save

Viewing Verification Records

Verification History

View all verifications:

1. Go to Reports → Face Verification
2. Filter by:
   • Date range
   • Staff member
   • Verification status
   • Confidence score
3. View results

Verification Details

Each record shows:

• Date and time
• Staff member
• Client/appointment
• Verification result (pass/fail)
• Confidence score
• Captured photo
• Location
• Device used

Exporting Records

Export verification data:

1. Go to Reports → Face Verification
2. Apply filters as needed
3. Click Export
4. Choose format (CSV, PDF, Excel)
5. Download

Compliance and Auditing

Audit Reports

Generate compliance reports:

1. Go to Reports → Face Verification → Compliance
2. Select report type:
   • Verification Summary
   • Failed Verifications
   • Override Log
   • Staff Compliance Rate
3. Choose date range
4. Generate report

Keeping Records

Verification records are retained based on your settings:

1. Go to Settings → Face Verification → Retention
2. Set retention period:
   • Photos: 1-7 years
   • Verification data: 1-7 years
3. Save

Responding to Audits

If audited:

1. Go to Reports → Face Verification
2. Filter to the audit period
3. Export all records
4. Include override approvals
5. Generate summary report

Privacy and Security

Data Protection

Face verification data is:

• Encrypted in transit and at rest
• Stored in secure, compliant data centers
• Accessible only to authorized personnel
• Not shared with third parties
• Not used for any purpose beyond verification

Staff Privacy

Staff should know:

• Photos are used only for verification
• Data is not used for surveillance
• Records are kept per policy
• They can view their own verification history

Consent

Staff acknowledge face verification when:

• They accept updated terms of service
• First-time use shows feature explanation
• They confirm understanding

Troubleshooting

Frequent Verification Failures

If a staff member has repeated failures:

1. Check their profile photo quality
2. Have them update their photo
3. Verify camera permissions
4. Check lighting conditions
5. Adjust match threshold if needed

Camera Won't Activate

1. Check app has camera permission
2. Restart the app
3. Restart the device
4. Update to latest app version
5. Contact support if persists

Location Errors

1. Verify location services are enabled
2. Check location permissions for the app
3. Ensure good GPS signal
4. Verify client address is correct

Override Delays

1. Check supervisor notification settings
2. Assign backup approvers
3. Enable auto-approve for certain conditions
4. Review staffing for override approval

Best Practices

Implementation

• Announce the feature before enabling
• Train staff on proper photo capture
• Start with standard threshold
• Monitor initial results closely
• Gather feedback and adjust

Ongoing Management

• Review failed verifications regularly
• Update staff photos annually
• Audit override patterns
• Keep documentation current

Compliance

• Maintain retention schedules
• Document override decisions
• Train supervisors on approvals
• Prepare for audits proactively

Related Articles

• Adding Team Members
• Location Tracking Settings
• Security Settings