Troubleshooting FAQ

Accessing the Client Portal

How do I navigate to the client portal?

The URL of the client portal is https://portal.simplyhomeapp.com. You can also access the client portal by going to www.simply-home.com and clicking "LOGIN" in the top right corner. Select "Firefly System & Check-In Responder App" to get to the client portal.

I got a confirmation email and a confirmation text after being set up as a user. What do I do with these?

First, click on the confirmation link in your confirmation email. It will take you to our main log in page, and you should see a message at the top of the page saying your account has been verified. Then use your username and password to log in.

Upon login, unverified users will be prompted to enter their verification token (i.e., confirmation code) which you should have received in a text message as soon as you were set up as a user. This step verifies your phone number for receiving text messages. Enter the verification token and press "Verify Mobile Number." This token expires in 24 hours, but you can select "Regenerate Verification Token" to receive a new confirmation code.

If you close the prompt or do not see it at login, select the drop-down arrow to the right of your username at the top right of the screen. From here, select 'Profile'. Unverified users will see a place to enter the verification token. If you do not see this option, your user is already verified.

What if I didn't receive a confirmation email to log on to the client portal?

In order for a user to access the client portal the first time, the user must confirm their email address by clicking on a confirmation link sent to their email address. If you did not receive this for some reason, you can request a new confirmation email by clicking on the "Didn't receive your confirmation email?" link provided on the login page. If you need additional assistance, please email us at help@simply-home.com.

What if I forgot my password to the client portal, or want to change it?

If you forget your password, you can reset it by clicking on the "Forgot Password?" link on the main log-in page of the client portal and entering your email address. If you need to change your password, first log on to the site. In the top right corner, there is a user menu with options for the current user, where you can choose to change your password or log out.

What are the differences between the three user types on the client portal?

Support team members who have been given access to view and/or manage client-specific SimplyHome technology supports are set up as users in different roles, with varying levels of access:

• Administrator - This user role serves as the administrator for a provider organization, and this role can make edits only to existing users and activate and deactivate check-ins. (SimplyHome Customer Support will add and delete users.)
• Client Manager - This user role has access to specific clients within a specific provider organization. This user can make changes to and interact with a client’s check-ins, if they have access to that client. This user cannot set up new users, new clients, or new programs.
• Client Staff - This user role has read-only access to specific clients within a specific provider organization. This user cannot set up new users, new clients, or new programs. This user cannot make changes to a client’s check-ins, but they can acknowledge or skip alerts and complete check-ins for their clients.

Using the Check-in Service

How do I create a new check-in?

Authorized users can easily update the responders and the check-in days/times on our secure web portal.

After you have selected your client, you will be given a menu of options that pertain only to that individual. Navigate to the Check-in tab to view today’s check-ins, create a new check-in, or edit an existing one.

To add a new check-in, select the + button in the bottom right corner.

Step 1:

• Select a Check-in Time - This is the time of day that support team members should arrive to provide support.
• Pre/Post Check-in Time Window - This is the acceptable time window before and after the Check-in time when support team members can complete a check-in. At the beginning of this time window, responders are alerted that the check-in is due. At the end of this window, responders are notified that the check-in is late.
• Days - These are the days of the week that a check-in is active. Currently, check-ins are only supported to repeat on selected days of the week. For example, a check-in may begin at 9:00 AM every Monday, Wednesday, and Friday.

Step 2:

• Select a Location (optional) - If a user would like to add location verification to a check-in, they must have a beacon set up and assigned to that client. If a beacon is set up and assigned to that client, select it here. If no beacon is set up for that client, you will receive a message that no beacons are available. If the location verification option is selected, the Responder App must communicate with the designated beacon before it will allow the support team member to complete a check-in at that location.
• Select a Beacon Range - This is how close a user must be to the beacon in order to complete the check-in with the Responder App. There are two options: 1, within the same room; or 2, within the same home. Note: Ranges may vary depending on the size of the home. If you get an error message that you are not within range when trying to check-in, try moving closer to the beacon before trying again.

Step 3:

• Add Responders - Select the contacts who should receive alerts when a check-in is due. Then select the contacts who should receive alerts when a check-in is late. These contacts are alerted by email or text (SMS) when the check-in becomes due or is late.
• Contacts receiving "check-in is now due" and "check-in is now late" alerts will also receive an alert if a check-out is late.

Step 4:

• Assign Tasks (optional)- If you require tasks to be completed during a check-in, then a check-out will automatically be required. The check-out time window allows you to put an expiration time on completing the task.
• All tasks are customized by the user who is setting up the check-in; the user must type a description of each task.

Step 5:

• Create Check-in - This summary screen displays all of the check-in information so you can verify the details of a given check-in.
• Once you have checked to make sure the details are correct, press “Save”

Our Customer Service team is available to assist authorized users with these changes; email us at help@simply-home.com.

What does each check-in status mean?

• Coming Up (green) - This is the status on a given day before a check-in window starts.
• Due Now (yellow) - The check-in window has started, but a check-in is not yet complete and the time window for the check-in has not elapsed.
• Check-out Pending (yellow) - The check-in has been completed, but there are tasks associated with the check-in that are pending acknowledgment.
• Late (red) - A check-in time window has elapsed without a complete check-in AND the next check-in is not yet due.
• Missed (red) - This is when a check-in time window has elapsed without a complete check-in AND the next check-in is now due. Once a check-in is missed, you can no longer complete the check-in.

How do I make changes to an existing check-in?

On the web portal, an authorized user managing more than one client can use the search feature to quickly find a client. Select the “Check-in” tab for that client and filter through active, inactive, or both check-in types to find the check-in you would like to update. Once you find the check-in, select the edit icon. This will walk you through a wizard where you can make changes to the time, days, responders, or tasks for that check-in.

Does everyone using the Responder App have access to the same client information?

No, support team members who have been given access to view and/or manage client-specific SimplyHome technology supports are all set up as users, but in different roles, with varying levels of access:

• Administrator - This user role serves as the administrator for a provider organization, and this role can make edits only to existing users and activate and deactivate check-ins. (SimplyHome Customer Support will add and delete users.)
• Client Manager - This user role has access to specific clients within a specific provider organization. This user can make changes to and interact with a client’s check-ins, if they have access to that client. This user cannot set up new users, new clients, or new programs.
• Client Staff - This user role has read-only access to specific clients within a specific provider organization. This user cannot set up new users, new clients, or new programs. This user cannot make changes to a client’s check-ins, but they can acknowledge or skip alerts and complete check-ins for their clients.

How do I view the history of all activity associated with each check-in?

On the web portal, an authorized user managing more than one client can use the search feature to quickly find a client. Select the Check-in tab for that client to see a list of all currently active check-ins for a client. Additionally, the Reports tab for that client has the option to "View Check-In Activity Report", which details all relevant check-in activities that have happened. You can also view the history for each check-in through the SimplyHome Responder App.

History Activity Key:

• Checked-in (green)- When a check-in is completed on time, late, with incomplete tasks (comment required), or with tasks completed.
• Upcoming Check-in Alert (yellow)- This notification goes out to designated responders when a check-in is due.
• Late Check-in Alert (red)- This notification goes out to designated responders when a check-in is late.
• Late Check-out Alert (red)- If a check-in has tasks associated with it, all contacts selected as responders will get an alert when tasks have not been completed within the scheduled time frame.
• Task Completion- After each checkbox for a task is marked complete, that information is documented whether you check out or not.
• Check-out (green)- Indicates that tasks and the check-out were completed. Note: If tasks are not completed, then a comment is required to explain why tasks have not been completed.
• Skipped (blue)- Indicates that a responder skipped a check-in at the time a check-in was either due or late.
• Cleared (blue)- Indicates that a responder cleared a check-in that was missed in order to reset the check-in status.
• Check-in Preference Edit- Indicates there has been a change in contacts, contact method, task description, or the deletion of a task.

Can multiple people check-in at the same time at the same place?

Multiple staff or caregivers can be assigned to a check-in at the same time and place. However, once any person assigned to that check-in completes that check-in, it will be completed and cleared for all staff (users).

Can I cancel a task?

Yes, staff can opt not to complete a task, as long as they provide a reason in the comments when they check out from the visit, such as "Susan has already made herself a sandwich for lunch today."

How do I skip a check-in due to a change in schedule?

If you need to skip a check-in, you may do so by pressing the skip button on the Responder App. The check-in will be documented as skipped, and it will be cleared from your check-ins for that client for that day. If a check-in needs to be deactivated, marked as inactive temporarily, or adjusted, this change can be made by authorized users on the secure web portal, or by contacting a SimplyHome representative at help@simply-home.com.

What if I need to pause or suspend check-ins for a client for an extended period of time?

To pause or suspend check-ins for an extended period of time, contact your account administrator or another authorized user of the web portal. They can deactivate that check-in on the secure web portal. If additional help is needed, email our support team at help@simplyhome.com.

I'm supposed to check in with a resident today, but I am not available to do so temporarily / out of office. Should I contact someone about this?

Your immediate supervisor should know about changes to your availability, in case it impacts your team's work schedule. Your supervisor will be able to make the appropriate changes so that you are not notified of upcoming check-ins while you are out of office.

I can view a check-in card, but the Responder App isn't giving me the option to check-in. Why?

You have not been designated as a responder for the resident you are attempting to check-in with. Please contact your supervisor or your designated administrator to have this check-in schedule reviewed and, if appropriate, to include you.

I see a resident that I am not familiar with, and the Responder App is telling me I am due to check-in with this person. What should I do?

There are two possible explanations for this:

• You might be incorrectly assigned as a responder. Contact your designated administrator. If you believe the scheduling of check-ins for this person was made in error to include you, let your supervisor or designated administrator know.
• If you are sharing devices at work, your device may possibly be logged in as another user. Try logging out and logging in with your assigned username. Do NOT use the Responder App if it is logged in as another user, unless the staff are instructed to share the same login.

I've been given a new schedule at work, and the Responder App is asking me check-in on residents under my care at the wrong times. What should I do?

There are two possible explanations:

• Scheduling Changes - Contact your supervisor to confirm if we were not informed about a scheduling change. Your supervisor will work with an assigned administrator to update the schedule so that the information appears correct on the Responder App when you log on.
• Logged in as another user - If you are sharing devices at work, your device might possibly be logged in as another user. Try logging out and logging in with your assigned username. Do NOT use the Responder App if it is logged in as another user, unless the staff are instructed to share the same login.

I accidentally checked off a task as being complete. Can I undo that?

Yes. Undoing a task on the app requires that you leave a comment. You will be able to view the history of the check-in and any "undone" tasks in the History tab.

Location Verification and Beacons

Can I move a beacon to a new location?

While authorized staff can move a beacon to a different location, we highly recommend contacting SimplyHome first to receive location-specific instructions and to not interrupt the communication signals between the app and beacons. To do so, email SimplyHome at help@simply-home.com. We will open a help ticket and route your concern to the appropriate team, who will then reach out to you.

Do you have to use beacons to utilize the Check-in Service?

No, you do not have to use beacons in order to use the Check-in Service. Beacons are only used to provide location verification for a check-in, which may not be required for your organization's usage of this service. If location verification is required for a check-in, however, you must use a beacon. Without beacons, the Check-in Service will still document the date, time, and type of service provided to the client.

How many beacons can I use with the Responder App?

You may use as many beacons as you need to support your clients at various locations. Each beacon can only be assigned to a single location or a single client.

If too many beacons are next to one another, will "check-ins" conflict?

No. Each beacon has unique identifiers, so it will not confuse one individual’s check-in for another individual.

Can I change the battery in the beacon?

It depends. If the beacon was part of the Beta test, you will need to order one of the newer beacons that we support. The newer beacons have two AAA batteries. If you ordered beacons on or after July 1, 2018, then you can change the batteries (two AAA alkaline batteries).

How long does a beacon's battery last?

A beacon’s lifetime depends on its configuration, how frequently the beacon is used, and the temperature conditions in which it is being used (if exposed to very cold or very hot conditions, the battery life will be significantly reduced). We configure our beacons to use as little battery as possible and to last as long as possible (the manufacturer estimates the batteries will last up to 3-5 years). Once the batteries run out, the 2 AAA batteries inside the beacons can be replaced.

Does my mobile device need to stay within the beacon range to complete my tasks?

No. Your device needs to be within range only when you are completing a check-in that is utilizing a beacon for location verification. Once you have checked in, you will not need to stay near the beacon. Note: If you are documenting tasks, you will need an internet connection to do so, either through Wi-Fi or cellular connection, but you do not need to be close to the beacon to do so.

More FAQ

Are my username and password for the Client Portal and the Responder App the same?

Yes. Once you enlist in services through the Customer Service team, your login will be created, which you will use both for the Client Portal and the Responder App.

I'm trying to update the Responder App on iTunes / Google Play, but my device is asking for a password. I don't know my password. Can SimplyHome provide this password?

No, SimplyHome does not maintain records of clients’ iTunes or Google Play passwords, which are necessary to download or update the Responder App.

If you are a new user logging into the Responder App, your username and password will be issued by SimplyHome. If you have purchased Check-in services but have not received these credentials, contact us at help@simply-home.com.

How do I know when new features have been added to my app?

Like with any other app you use on a smart device, from time to time there will be minor changes and bug fixes, so it's important to download each update when prompted by your smartphone or tablet. To read more about the specific changes in each update, look for the release notes in the Responder App's version history on the app store. Major app releases and new features will be communicated via email and social media announcements.

What should I do if the app does not work for me?

Please contact our Customer Support team at help@simply-home.com. We will open a help ticket and route your concern to the appropriate team, who will then reach out to you.