AVA Information
Table of Contents
- How does a Support Worker get the AVA Smart Phone Application?
- Why is my roster not up to date?
- What does yellow exclamation mark symbol mean?
- What does a grey tick symbol mean?
- How do I manually sync?
- I need other help?
- I need help with AVA?
- Can’t see any cares today?
- An error message appears?
- Can’t start a visit?
- Can’t end a visit?
- I can’t see my reports?
Frequently asked questions (FAQs)
How does a Support Worker get the AVA Smart Phone Application?
- An Android-based smart phone using version 5.0+ or iOS-based smart phone using version 7.0+
- Mobile data (this is the ability to access the internet from your phone away from a Wi-Fi box in your home)
- Access to the Play Store or App Store
For Androids
Find the ‘Play Store’
Search ‘AVA Access’
Download AVA
Login using Email/Payroll
For iPhones
Find the ‘App Store’
Search ‘AVA Access’
Download AVA
Login using Email/Payroll
The first time you login into AVA we need authenticate and authorise your log in. This may take up to 30 minutes.
Why is my roster not up to date?
Internet syncing updates the SWs roster and sends the SWs completed visits to the office. When the SW has an internet connection, their phone will automatically sync every now and then. It is ideal for a SW to stay connected as much as possible, but at a minimum the SW should sync their phone once each morning to update their roster. When visits have been synced with the access office, the grey ticks become green. If everything is synced, the cloud in the top right corner of the main menu will have a tick inside it.
What does yellow exclamation mark symbol mean?
The symbol shows that the SW is late to a care. The symbol will go away once the SW has started the visit.
What does a grey tick symbol mean?
A grey tick appears beside completed visits. It appears grey if the visit has not yet been synced. Once synced the grey tick will appear green. If all visits are synced and the SW’s roster is up to date, the cloud in the top right corner will have a tick inside it.
Note: It is important that SWs sync their visits so that they are sent to the office and can be paid!
How do I manually sync?
If syncing does not occur automatically advise the SW to click ‘Refresh visit data’ on the main menu.
I need other help?
Advise Support Worker to email app_help@access.org.nz
Troubleshooting
I need help with AVA?
Please tell them to contact 0508 770 000 or email app_help@access.org.nz
Can’t see any cares today?
You have either no cares or AVA hasn’t yet synchronised your phone with our servers, so please give it a few minutes and try manually refreshing and reloading AVA.
An error message appears?
If you can carry on then just ignore it but please let us know what it said, how frequently it happens, when it happens and when did it start happening. Turning it on and off again usually will fix the issue. And please be sure that AVA is up to date.
Can’t start a visit?
You are unable to start a visit if you already have a visit that hasn’t ended. Please end that visit and you will be able to start your next one. If you are still unable to start a visit then it might be due to your Location not being picked up by the sattelites. Please call EziTracker for this one visit and try again with AVA for the next. If you still find yourself having an issue with AVA then just carry on as usual and AVA will reset the next day and you will be able to use it again.
Can’t end a visit?
You must first start a visit before you can end one. If that is the case then please try closing AVA and trying again, if that doesn’t work then turning your phone off and on again. If that still doesn’t remedy the problem then please continue the rest of your day with EziTracker. If you still find yourself having an issue with AVA then just carry on as usual and AVA will reset the next day and you will be able to use it again.
I can’t see my reports?
Please access MyRoster on a desktop. Or try again later.
