Question 1

Do all plans include the full feature set?

Accepted Answer

Yes. Every paid plan includes the complete platform: daily notes with AI Pro Rephrase, facesheets, person-centered plans with outcome tracking, MAR with controlled medication counts, incident reporting with QI Dashboard, document compliance tracking, body scan documentation, shift management with clock in/out, time tracking, organization form customization, and the built-in AI Help Chat. Higher tiers add priority support and dedicated account management.

Question 2

Is CareHub compliant with Virginia DD waiver and behavioral health requirements?

Accepted Answer

Yes. CareHub is built for DD waiver residential and community services, and is expanding to support behavioral health and mental health residential programs. We support DBHDS incident reporting with CHRIS deadline tracking, audit-ready documentation with electronic signatures, MAR compliance workflows, and Person-Centered Plan documentation aligned with Virginia ISP requirements.

Question 3

Can I export data for audits?

Accepted Answer

Absolutely. Documentation, notes, MAR records, incident reports, and PCP plans can all be exported as PDFs. The platform maintains complete audit trails including who created, modified, and signed every record — exactly what licensing reviewers and DBHDS auditors need.

Question 4

Can auditors be given access to CareHub directly?

Accepted Answer

Yes. You can invite auditors into CareHub with a dedicated Auditor role that grants temporary, read-only access. You control exactly which individuals' records the auditor can see — they won't have access to anyone outside that selection. Auditors can review daily notes, MAR records, incident reports, facesheets, and compliance documentation in real time, and can leave Audit Notes to communicate findings directly within the platform. Access can be revoked at any time.

Question 5

Does CareHub support EVV for in-home services?

Accepted Answer

Yes. Staff clock in and out with GPS coordinates captured automatically. For non-center-based and in-home programs, staff clock in at the individual's location with proximity enforcement. EVV data can be exported in Sandata CSV format for Medicaid billing. We are continuously expanding EVV capabilities — contact us to discuss your specific program's requirements.

Question 6

Can CareHub help us prepare for CARF accreditation?

Accepted Answer

Yes. CareHub includes an outcomes dashboard showing PCP achievement rates and monthly trends, satisfaction surveys with Likert-scale and open-ended questions, PDSA (Plan-Do-Study-Act) quality improvement cycles, emergency drill documentation across seven drill types, and grievance tracking with a full workflow from received through resolution. These tools map directly to CARF accreditation standards.

Question 7

How does CareHub track document compliance and expirations?

Accepted Answer

Every individual has a compliance checklist that tracks required documents with expiration dates. Facesheets flag annual renewal deadlines with 30-day warnings. Forms track next-due dates automatically. Administrators get a compliance dashboard showing which documents are current, expiring soon, or overdue across all individuals and locations.

Question 8

What clinical documentation does CareHub support beyond daily notes?

Accepted Answer

CareHub includes seizure logs (with duration, aura, loss of consciousness, post-ictal state, and rescue medication tracking), bowel logs with Bristol Stool Scale scoring, fluid intake logs with daily goal tracking, vital signs trending, wound care logs, and body scan documentation for marking and tracking injuries or skin conditions.

Question 9

Does CareHub support Health Action Plans?

Accepted Answer

Yes. Health Action Plans (HAPs) can be created for specific conditions such as seizure disorders, diabetes, and aspiration risk. Each HAP documents the condition, triggers, staff response protocols, and emergency procedures — all linked to the individual’s record for quick staff reference.

Question 10

Can CareHub handle fall risk assessments?

Accepted Answer

Yes. The fall risk screening tool evaluates risk factors and automatically detects sedating medications from the individual’s MAR. Based on the screening score, CareHub generates an AI-assisted prevention plan with recommended interventions tailored to the individual’s specific risk profile.

Question 11

How does controlled medication counting work?

Accepted Answer

CareHub provides controlled substance count sheets that require dual-staff verification at each shift change. Both the outgoing and incoming staff members sign off on the count. Any discrepancies are flagged immediately, and the full count history is maintained for audit purposes.

Question 12

Does CareHub support behavioral health consultation services?

Accepted Answer

Yes. CareHub includes a dedicated Consultant role with tools for Functional Behavior Assessments (FBAs), ABC (Antecedent-Behavior-Consequence) observation tracking, treatment plans with SMART goals, and behavior data collection sheets. A behavior analytics dashboard shows trends and patterns over time, with AI-powered pattern analysis to help identify triggers and correlations.

Question 13

Can behavior consultants access records without seeing everything?

Accepted Answer

Yes. The Consultant role is scoped so behavior consultants see only the individuals and behavioral data relevant to their work. They can document assessments, create treatment plans, and review behavior data sheets without accessing unrelated medical records, MAR, or financial information.

Question 14

What AI features are built into CareHub?

Accepted Answer

CareHub includes several AI-powered tools: Pro Rephrase turns rough daily note drafts into professional documentation; Quick Log AI converts voice dictation into structured notes; the Smart CDA pre-fills Comprehensive Diagnostic Assessment fields from uploaded documents; ISP Outcome Import bulk-extracts PCP goals from uploaded PDFs; SIS Assessment Analysis auto-extracts domain scores into interactive charts; AI-assisted facesheet auto-fill reads uploaded ISPs, physician orders, and insurance cards to populate intake fields; fall risk prevention plans are AI-generated from screening scores; and the built-in Help Chat answers questions about any CareHub feature in real time.

Question 15

Does the AI access individual records or clinical data?

Accepted Answer

The Help Chat assistant only has access to CareHub's feature guides — it cannot read your individuals' notes, MAR records, or any personal data. Document AI tools (CDA, ISP Import, SIS Analysis, facesheet auto-fill) process files you explicitly upload and do not retain that content after the session.

Question 16

How accurate is the AI? What if it makes a mistake?

Accepted Answer

AI-generated content is always presented as a draft for staff review before saving. Pro Rephrase shows the original and rephrased versions side by side. CDA and ISP imports let staff review and edit every extracted field before committing. CareHub's AI tools are designed to accelerate documentation, not replace clinical or professional judgment.

Question 17

Can I use voice dictation for documentation?

Accepted Answer

Yes. The Quick Log AI feature lets staff dictate daily notes by voice, which are then transcribed and formatted into structured documentation. Smart support buttons help quickly capture common activities. Voice dictation is also available for emergency drill narratives.

Question 18

Can guardians and family members access CareHub?

Accepted Answer

Yes. The Family Portal gives guardians a dedicated dashboard where they can view their loved one’s daily notes, medications, MAR records, incidents, profile photos, and upcoming PCP review dates. Guardians see only the individuals they are linked to — nothing else in the organization.

Question 19

How do guardians sign documents remotely?

Accepted Answer

When a document requires a guardian or Substitute Decision Maker (SDM) signature, CareHub sends a secure email link. The guardian can review the full document, verify their identity with an email code, and sign using a draw-on-screen signature pad. Batch signing lets them sign multiple forms in one session with a single identity verification.

Question 20

Can family members provide feedback or complete surveys?

Accepted Answer

Yes. Organizations can send anonymous satisfaction survey links to family members. Survey responses feed into the quality improvement dashboard, supporting CARF accreditation and internal QI reviews.

Question 21

Does CareHub handle billing and claims?

Accepted Answer

Yes. The claims dashboard tracks monthly billing per individual with tier levels, per diem rates, and service day patterns. CareHub can generate 837P EDI files — the HIPAA-standard electronic claim format — for Medicaid submission. Financial data rolls up into a monthly financial summary combining payroll costs, claims revenue, expenses, and mileage.

Question 22

Can staff submit expense and mileage reimbursements?

Accepted Answer

Yes. Staff can submit expense reimbursements for staff, individual, and home expenses directly in CareHub. Mileage reimbursement is built in with a customizable per-mile rate set at the organization level. All reimbursements flow into the monthly financial summary report and can be exported as CSV.

Question 23

Does CareHub include payroll and timesheet management?

Accepted Answer

CareHub tracks staff hours through clock-in/clock-out with shift records. Timesheets can be reviewed and signed off by managers for payroll reconciliation. The monthly financial summary combines payroll hours with billing data to give a complete financial picture.

Question 24

What's included in the free trial?

Accepted Answer

The 7-day free trial gives you full access to all features. You can set up your organization, add service locations, create individuals, and experience the complete workflow. Cancel anytime during the trial and you won’t be charged.

Question 25

Do you offer pricing for non-center-based or in-home programs?

Accepted Answer

Yes. Organizations running DD Non-Center-Based Supportive In-Home services, behavioral health community programs, or other services that serve many individuals without fixed facility locations qualify for Enterprise / Custom Pricing. Because those programs don't follow a per-location model, pricing is tailored to your service volume and needs. Contact us to discuss.

Question 26

Is there a long-term contract?

Accepted Answer

No. CareHub is month-to-month with no lock-in. You can upgrade, downgrade, or cancel at any time. Enterprise agreements may include annual terms at a discounted rate — your account manager will walk you through the options.

Question 27

Are there limits on users or individuals served?

Accepted Answer

No. All plans include unlimited staff users and unlimited individuals. Pricing is based on your number of service locations (for center-based programs) or by arrangement for non-center-based programs — not per seat or per individual.

Question 28

Do you offer volume discounts for larger organizations?

Accepted Answer

Yes. Enterprise plans include graduated volume pricing that lowers the per-location cost as you add more locations. Organizations with 50+ locations receive the deepest discounts. Contact us for a custom quote based on your organization’s size.

Question 29

How does pricing work for sponsored residential or in-home programs?

Accepted Answer

Organizations that operate sponsored residential homes or in-home services alongside group homes can add those individuals as community individuals at $19/month each on any plan — no need to add a separate service location for each sponsored home. For example, an organization with 2 group homes (Growth plan at $299/mo) plus 8 sponsored residential individuals (8 × $19 = $152/mo) would pay $451/mo total. As long as your subscription includes at least one service location, you can add unlimited community individuals.

Question 30

What service types does CareHub support?

Accepted Answer

CareHub supports DD Residential Group Home Services, DD Group Day Support, Community Engagement, DD Non-Center-Based Supportive In-Home Services, and Mental Health / Behavioral Health residential programs. The platform is designed to be configurable — organizations can add custom service types to match their specific waiver programs, behavioral health licenses, and documentation needs.

Question 31

Does CareHub work for Mental Health providers?

Accepted Answer

Yes. While CareHub launched with DD waiver services as its flagship, the platform is designed to support any residential or community-based care program — including mental health and behavioral health residential services. Core features like daily documentation, medication administration records, incident reporting, compliance tracking, and person-centered planning apply across service types. Organizations can configure service types, forms, and documentation templates to match their specific program requirements.

Question 32

Can an individual receive services at more than one location?

Accepted Answer

Yes. Dual service assignment allows a single individual to be enrolled at multiple service locations simultaneously — for example, a residential home and a day program. Each assignment can have its own service type, face sheet, and documentation. Staff see only the individuals assigned to their location.

Question 33

How does location work for in-home services?

Accepted Answer

For non-center-based programs, services are delivered at the individual's home or in the community rather than at a licensed facility. CareHub captures the individual's home address on the face sheet and uses it as the service location in daily notes and reports — consistent with how Medicaid billing handles Place of Service Code 12 (Home). One licensed provider location is sufficient; you do not need a separate facility per individual.

Question 34

Can I customize forms and documentation templates?

Accepted Answer

Yes. The Organization Form Customization feature lets administrators configure which sections appear on admission forms, add custom fields, and tailor documentation templates to your organization's specific requirements — without any coding needed.

Question 35

Can I customize terminology to match my organization?

Accepted Answer

Yes. CareHub lets administrators rename core terms throughout the platform — for example, changing "Individual" to "Client" or "Home" to "Residence." The customized terminology applies everywhere in the interface so the platform matches your organization’s language.

Question 36

Can I bulk-import individuals instead of entering them one at a time?

Accepted Answer

Yes. The CSV import tool lets you upload a spreadsheet of individuals with automatic header mapping and duplicate detection. You can also use the AI-powered facesheet auto-fill to populate intake fields by uploading existing ISPs, physician orders, or insurance cards.

Question 37

What staff roles does CareHub support?

Accepted Answer

CareHub includes nine built-in roles: License Admin, License Business (for billing/business staff), Program Manager, Provider Admin, Provider (direct service provider), Staff (DSP), Consultant (for behavior consultants), Auditor (temporary read-only access), and Guardian (family portal access). Each role has specific permissions so staff only see and do what their position requires.

Question 38

How does clock-in and clock-out work?

Accepted Answer

Staff clock in at the start of their shift and select a service type if the location serves multiple programs. GPS coordinates are captured at clock-in and clock-out for EVV compliance. Proximity enforcement can require staff to be within range of the service location. Shifts automatically close after 18 hours to prevent staff from getting stuck in an open shift.

Question 39

Can staff request shift swaps?

Accepted Answer

Yes. Staff can submit shift swap requests through CareHub. Managers review and approve or deny swap requests, keeping a record of all scheduling changes.

Question 40

Can I send announcements to all staff?

Accepted Answer

Yes. Administrators can post organization-wide announcements marked as normal or urgent. Staff see announcements on their dashboard and must acknowledge them. This is useful for policy updates, emergency notifications, or operational changes.

Question 41

Is CareHub HIPAA compliant?

Accepted Answer

Yes. CareHub is built on a HIPAA-compliant infrastructure. Data is encrypted at rest and in transit, access is role-based so staff only see what they need, and all activity is logged with a complete audit trail.

Question 42

Who owns the data?

Accepted Answer

Your organization owns all data you enter into CareHub. We are a data processor — we store and protect your data but never sell, share, or use it for any purpose other than providing the service.

Question 43

Can I export all my data if I leave?

Accepted Answer

Yes. You can export individual records, notes, MAR logs, incident reports, and documents at any time. If you decide to leave, we will provide a full data export before your account closes.

Question 44

How does role-based access control work?

Accepted Answer

Every user is assigned a role that determines exactly what they can see and do. Direct support staff see only the individuals at their assigned location. Program managers see all locations they oversee. Consultants see only behavioral data for their assigned individuals. Auditors get temporary, scoped read-only access. Administrators control all role assignments and can revoke access instantly.

Question 45

How long does it take to get up and running?

Accepted Answer

Most organizations are fully operational within 1–2 days. The guided setup wizard walks you through creating your organization, adding service locations, inviting staff, and completing the first facesheets. For larger or multi-location organizations, we offer hands-on onboarding support.

Question 46

Can I import existing records?

Accepted Answer

Yes. You can bulk-import individuals via CSV with automatic field mapping, and use AI-powered document upload to auto-fill facesheets from existing ISPs, physician orders, and insurance cards. For larger migrations, contact support to discuss your current system and data format.

Question 47

What training is available?

Accepted Answer

Every account has access to over 40 built-in guides covering every feature in detail, plus the AI Help Chat that can answer feature questions on any page in real time. The TrainingHub provides structured DSP onboarding, annual compliance training, and continuing education resources. Higher-tier plans include live training sessions and a dedicated account manager.

Question 48

What happens if I need help after launch?

Accepted Answer

Support is available via email at support@dsplifecollaborative.com. The in-app Help Chat can answer most how-to questions instantly. For urgent issues, enterprise customers have access to priority support with faster response times.

Question 49

Does CareHub work on phones and tablets?

Accepted Answer

Yes. CareHub is a web application that works in any modern browser on desktop, tablet, or phone. DSPs in the field can document notes, administer medications, and clock in/out from their mobile devices. There is no separate app to install — just open your browser and log in.

FAQ

Frequently asked questions about the platform

Features & Compliance

Clinical & Health Documentation

Behavioral Health & Consultation

AI-Powered Tools

Guardian & Family Portal

Financial & Billing

Pricing & Plans

Service Types & Setup

Staff & Shift Management

Data, Security & Privacy

Implementation & Support