I understand my role and responsibilities as EOR.  What I don't understand is how I am non-compliant when a phone or app doesn't work

I also don't understand why DMAS says we're non-compliant when we fix the total hours if the live-in caregiver exceeds the 8 hours max allowed.  As long reduce the hours and don't submit more than 8 hours, we are within the service authorization.  Why does this app have no flexibility in adjusting?

99% of the time I am not home when the hours are submitted.  So I cannot "watch" the minutes in real time and I cannot "review" before submission.  In addition, the app does not show how many total hours have been submitted for the day -- until after you clock out.  So I have to use the portal when there are multiple "shifts".  We adjust back down to 8 hours/day if he goes over whether it's because the app or phone doesn't work or he just gets involved in supporting our son and forgets to log out.  

He is a live-in provider.  Out of 24 hours/day he can submit any 8 hours when he is with our son.  I only ever approve that amount of time.  It is the app and the total inflexibility in understanding that sometimes people don't have a phone in their hands to "clock out" when working with a disabled child that is causing the problems.  

We are making our best effort to do this.  We have alarms, notes, spreadsheets to convert minutes to hours so we can translate the difference between the app and the portal (another glitch of the app). 

App and phone errors are not non-compliance -- they are app and phone issues.  Human error in logging out after the 8 hours max is the reality of home life.  He doesn't clock out and leave the house at 8 hours.

Please do something to provide some relief from this nightmare.