If you have general questions about the CareAcademy and WellSky Personal Care integration or are looking for troubleshooting tips, this article is for you!
Frequently Asked Questions
I have multiple CareAcademy dashboards. Will the WellSky Personal Care integration connect my WellSky Personal Care account to all of them?
Customers with multiple locations in WellSky Personal Care can link those locations to different CareAcademy dashboards. There may be some limitations depending on your organization's setup, so we recommend reviewing your particular setup with our Customer Support team if this situation applies to your organization. CareAcademy's Customer Support team will automatically reach out if we receive an integration request from an organization that has multiple CareAcademy dashboards.
I don't have a CareAcademy account. Can I still try out the integration?
CareAcademy is offering a complimentary, 30-day free trial of its WellSky Personal Care integration to current WellSky Personal Care customers. You do not need an existing CareAcademy account to start the free trial. Take a look at this article for instructions on how to get started with your free trial.
Do I have to be a WellSky Personal Care customer in order to sign up for this free trial?
Yes, your organization must have an existing WellSky Personal Care account in order to experience this free trial.
My WellSky Personal Care dashboard says my caregivers are "Not Enrolled" in CareAcademy. What do I do?
When you log into WellSky Personal Care after receiving confirmation from CareAcademy that your accounts are integrated, you may notice that your caregivers show a CareAcademy Status of “Not Enrolled”. This occurs when an agency has not completed the final step to sync their CareAcademy and WellSky Personal Care accounts. To update the status, follow these steps:
Step 1: Log into WellSky Personal Care.
Step 2: Go to the Caregivers tab.
Step 3: Select the caregivers you want to have Active in CareAcademy.
Step 4: Click on the option to Activate in CareAcademy.
Once you complete the activation step, your selected caregivers should show a CareAcademy Status of “Active” in your WellSky Personal Care dashboard!
Not ready to activate all of your caregivers? Don’t worry, you can leave users in a “Not Enrolled” status until you’re ready to activate them for training.
My WellSky Personal Care dashboard does not have an "Activate in CareAcademy" option. What do I do?
This is most likely due to an option in your agency settings. Follow the steps below to make the "Activate in CareAcademy" option appear on your dashboard.
Step 1: In WellSky Personal Care, go to Agency Settings.
Step 2: Select the option called Caregiver CareAcademy Sync.
Step 3: Select "ON" and click Save.
The "Activate in CareAcademy" option should now appear on your dashboard.
My WellSky Personal Care dashboard says my caregivers' CareAcademy Status is "Pending." What do I do?
If you try to sync your caregivers (select "Activate in CareAcademy") before receiving confirmation that CareAcademy has connected your account, your caregivers may display a "Pending" status in WellSky Personal Care. Refreshing the page and trying the "Activate in CareAcademy" option after you receive your email confirmation from CareAcademy should change that "Pending" status.
Some of my caregivers have fake email addresses in WellSky Personal Care. How do I make sure their accounts sync correctly with CareAcademy?
If you created a fake email address for a caregiver in WellSky Personal Care, we recommend changing the email address to the following format:
Step 1: Look up the email address associated with the caregiver in CareAcademy. For this example, let's say the caregiver's CareAcademy email address is firstname.lastname@example.org.
Step 2: Add "+" followed by any text or numbers into the email address, right before the @ sign. In our example:
Real Email: email@example.com
Adjusted Email for WellSky Personal Care: firstname.lastname@example.org
Note: We've used +1 in this example, but you could use any number or text instead of that "1". The email email@example.com would also work equally well.
CareAcademy will read firstname.lastname@example.org and email@example.com as the same email address by automatically removing all characters starting with the "+" and ending with the last character before the "@". Following this format will allow you to have a unique email address for your caregiver in WellSky Personal Care while still syncing with their real email address in CareAcademy.
My WellSky Personal Care dashboard shows that the integration is "In Progress," but I haven't heard anything from CareAcademy. What do I do?
If your WellSky Personal Care account shows the integration is "In Progress" (see image below), that means you have not finished answering the questions needed to create or integrate your account.
CareAcademy will not receive a request to integrate your account until this process is complete, so we recommend returning to your organization's settings in WellSky Personal Care and confirming that all questions are answered. Please use this help article to verify the steps have been completed.
IMPORTANT NOTE: If you have received a confirmation email from CareAcademy that the dashboard is integrated, but you are still seeing "In Progress" on the Power Tools Integration page: At this time, it may take time to update and show as Complete for the CareAcademy integration. However, you will still be able to fully utilize the integration, including activating caregivers. If you have any trouble, please contact our Customer Support team.
If I deactivate a caregiver in WellSky Personal Care, will their CareAcademy profile automatically deactivate as well?
Yes, if a caregiver is deactivated in WellSky Personal Care, then their CareAcademy profile will also be deactivated.