case study
Location: Pennsylvania
Role Filled: EVV Compliance Specialist
Agency Size: ~70 employees
As a long-standing home care agency serving Pennsylvania for nearly three decades, maintaining consistent operational communication and EVV accountability across a large and distributed team had become increasingly complex. The organization had grown to nearly 70 employees and had some leadership operating fully remote, which added additional pressure on day-to-day coordination and oversight.
While internal systems were in place, execution across teams lacked consistency. EVV compliance in particular remained a recurring challenge, largely driven by irregular caregiver clock-ins and clock-outs. This created ongoing administrative friction and required frequent manual follow-up from leadership, pulling attention away from higher-level operational priorities. Over time, communication gaps and scheduling follow-through began to require more effort to manage than the system was designed to absorb at scale.
We were struggling with our EVV compliance across the board. It was always hovering around our cut-off point.
After integrating SallySupport into the workflow, EVV management shifted from reactive oversight to structured, ongoing execution. Rather than identifying compliance gaps after they occurred, EVV reports were reviewed on a consistent schedule and follow-up actions were handled in real time. Caregivers missing clock-ins or clock-outs were contacted directly, and reminders were delivered in a timely and repeatable way as part of daily operations. This change removed the dependency on leadership-driven manual tracking and replaced it with a consistent operational rhythm that embedded accountability into the workflow itself.
Having our SallySupport employee reach out directly to our staff pushed our EVV compliance from around 80–85% to 95–100%.
After bringing on a SallySupport team member, one of the most immediate shifts was in how information moved across the organization. Instead of relying on fragmented follow-ups or ad hoc reminders, communication began to flow through a consistent, structured process. This created a clearer rhythm across departments and helped teams stay aligned throughout the day without requiring constant leadership intervention.
Beyond EVV support, SallySupport became deeply integrated into the agency’s operational workflows. Support extended across payroll preparation, weekly operational coordination, meeting follow-ups, internal reminders, communication tracking, and broader administrative organization. Rather than existing as a separate layer of support, the role became embedded within the agency’s day-to-day rhythm, handling recurring operational work in a way that allowed internal teams to maintain focus on higher-priority responsibilities.
We’ve been able to incorporate Sweetie into every aspect of our operations where needed.
Beyond operational improvements, leadership also noted a strong cultural fit within the organization. Communication remained consistently professional and aligned with internal expectations, both in email and chat-based interactions. There were no challenges related to tone or clarity, and the team experienced a seamless integration process as SallySupport became part of day-to-day operations. Over time, the presence of a dedicated remote team member contributed positively to overall team energy and consistency in communication.
One of the most noticeable shifts after bringing in SallySupport was the stabilization of day-to-day execution across the agency. EVV compliance improved significantly, but more importantly, the administrative workload tied to constant follow-up began to ease. Leadership no longer had to manually track down gaps in clock-ins or coordinate repeated reminders across staff. Communication between teams became more consistent, and operational follow-through started happening at the cadence the agency originally intended.
Reduced administrative burden for the team and for leadership
EVV compliance rate
in 2 weeks
Improved operations, incl. communication, admin, coordination, etc
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