We understand that timely and accurate pay is essential and it’s the top priority of our payroll team to ensure your pay is processed correctly and on time. That said, it’s crucial to follow our timekeeping requirements. Below is a list of the most common timekeeping mistakes we see clinicians make, along with tips on how to avoid or correct them!
❗ Please keep in mind that this is not an exhaustive list of items that can delay your pay. It is your responsibility to provide correct documentation before the weekly cut-off (Monday 12pm PST) to be paid correctly and on time. This list is meant to be a helpful resource for only the most common examples of timekeeping mistakes.
Where can I find my facility specific timekeeping instructions?
If you are unsure what your facility's timekeeping requirement is, check your first-day instructions email for the detailed requirements. Still have questions? Reach out to the Care Team via Inbox for assistance!
What will happen if I don't track or submit my time correctly?
If your submitted hours are incorrect, our payroll team will either reject the entire submission or, if possible, process only the hours that were correctly documented.
Rejected Time Submission
If your entire time submission is incorrectly documented and our payroll team cannot process any hours they will reject your time submission. You will receive a message via Inbox notifying you that your time submission has been rejected and the reason for the rejection.
How do I resolve it? You will need to completely re-submit your time in the Trusted app correctly before the due date to be paid on time. Remember to choose the correct date and click resubmit to finalize it.
Only a Portion of Your Time Submission was Approved
If only a portion of your time submission is incorrectly documented, our payroll team will process any correct hours. When you receive your pay preview, you will see an important note from our payroll team at the top of this section. Here it will specify what corrections or information is needed to process the remaining hours.
How do I resolve it? You will need to provide the necessary corrections before the weekly cut-off (Monday 12pm PST) to be paid correctly and on time. Reply directly to your pay preview with the requested information and/or documentation. By responding directly to your pay preview, the changes are sent straight to our payroll team for faster review.
❗ You must check your Inbox messages and review your pay preview each week to resolve any questions or corrections before the due date to be paid correctly and on time. If we do not receive your corrections by the weekly cut-off (Mondays at 12pm PST), your pay will be delayed and a retroactive payment will need be made on a future pay date. We cannot process corrections separately or sooner than the next pay cycle.
What are some examples of mistakes I should look for before submitting my timekeeping documentation to Trusted?
⛔ Mistake: Your timekeeping documentation does not show exact in and out times for your on-call and/or call back shifts
❗ We must be able to verify that your call back hours occurred during your on-call shift.
Solutions:
If you are using electronic timekeeping:
Your electronic timekeeping documentation needs to show the exact clock-in and out times for your "call back" shift, AND the total hours or exact times of your "on-call" shift.
If only your total "on-call" hours are listed on your electronic timekeeping documentation, we need you to let us know your "on-call" shift's start and end times. You can tell us by adding this information to the “Optional Notes” field when submitting your timekeeping documentation in the Trusted app.
If your exact "call back" times and total or exact "on-call" hours are not listed on your timecard, then you will need to complete a Trusted paper timecard and have it signed by your manager.
Be sure to complete a punch correction form at your facility or work with your manager to make corrections (if applicable), even if you completed a Trusted paper timecard as a supplement to your electronic timekeeping documentation. This is so that your electronic record is updated to reflect the changes to your on-call/call back hours.
If completing a paper timecard:
Be sure to list out the "on-call" and "call back" hours as separate line items to ensure this information is clear.
Be sure to list the scheduled start and end times of the "on-call" hours so the entire shift is listed. This ensures that any eligible "call back" hours can be paid out accordingly.
Example of Correct Documentation
⛔ Mistake: Your timekeeping documentation has two different hour types during the same time frame without clear in/out times for the different hour types
Solutions:
If you are using electronic timekeeping:
This is typically a mistake on paper timecards, but if this does happen on your electronic timekeeping documentation, you will need to provide a supplemental paper timecard to clarify your hours.
Note: Make sure your electronic timekeeping documentation correctly documents your hour type, or if not, obtain a signed paper timecard to report missing information. Don't tell us you worked a different hour type in the 'Optional Notes' section without proof.
For example, adding a note that says "I was charge on 7/13" without corresponding proof that you worked as charge instead of regular hours cannot be accepted.
If completing a paper timecard:
Add in/out times for your shift and then add a check to the column that correlates to the specific pay code of those hours.
If you split your time during a shift between two hour types, then you should enter these hour types onto separate lines.
For example, if you worked charge for part of a shift, on the first line indicate the in/out times for your regular shift, then mark the "Regular hours" column. Then on a second line, put the in/out times for the hours you worked as charge, then mark the "Charge" column.
Example of Correct Documentation
⛔ Mistake: You did not let us know you were called off by the facility
❗ Don't assume we already know that you were called off by the facility. If you don't document these hours, we will not apply any applicable guaranteed hours and/or count the hours towards your cancellation policy.
Solutions:
If you are using electronic timekeeping:
Clearly indicate the dates and times you were called off by the facility in the "Optional Notes" section of your timecard in the Trusted mobile app. This will alert our payroll team to apply those hours to your cancellation policy (where applicable).
If you were called off by the facility and placed on call for your whole shift: Ensure these hours are clearly documented as "Called off by facility" as well as "on-call" (& "call back" if applicable) on your timekeeping documentation.
If completing a paper timecard:
Be sure to list out the full hours you were called off by the facility, the full "on-call" hours, and "call back" hours as separate line items to ensure this information is clear.
Remember to list the full start and end times of the "on-call" hours so the entire shift is listed. This ensures that any eligible "call back" hours can be paid out accordingly.
Example of Correct Documentation
⛔ Mistake: Your timekeeping documentation does not correctly show proof of missed lunches/breaks.
Please note: Don't just say "missed lunch" in the 'Optional Notes' section on your timecard. We cannot accept this without further proof. Trusted will automatically deduct a 30-minute lunch unless there is proof a meal break was missed.
Solutions:
If you are using electronic timekeeping:
Your electronic timekeeping documentation should show the correct daily total number of hours.
For example, if you worked a 12 hour shift, and your electronic report shows your correct in/out times and a 12 hour daily total (not 11.5 hours).
If your daily total is incorrect, you can:
Provide a paper timecard indicating you missed lunch (signed by both you and your manager)
Provide a punch correction form documenting the missed lunch (signed by both you and your manager)
Provide an updated electronic timekeeping report with the correct daily total
If you are in CA or WA, you should provide a signed missed meal break form
If completing a paper timecard:
This is typically a mistake made on electronic timekeeping documentation, but to avoid issues, write "NO LUNCH" in the "Meal Period" column and have the timecard signed by your manager as usual.
Example of Correct Documentation
⛔ Mistake: Your timekeeping documentation does not show your exact in/out times during holiday weeks
❗ You must provide your exact in/out times for your shifts that occur the day before, the day of, and the day after a holiday. This ensures we correctly apply the holiday rate at the correct times.
As a reminder, eligible holidays will be listed in your contract. You are paid at the holiday rate (instead of the base rate) for hours worked during those specific holidays. Holiday hours are not guaranteed and are determined solely by your facility.
Solutions:
If you are using electronic timekeeping:
If your electronic timekeeping documentation only shows your total hours for the day, you must specify your exact in/out times in the "Optional Notes" section when submitting your time in the Trusted mobile app.
If completing a paper timecard:
This is typically a mistake made on electronic timekeeping documentation, but to avoid issues, be sure to mark the hours as you typically would on your paper timecard. Our payroll team will apply the holiday rate to your hours where applicable.
⛔ Mistake: Your electronic timekeeping documentation shows that your hours are not submitted or unsaved in the facility's timekeeping system
Solutions:
This is for electronic timekeeping ONLY:
Take your screenshot after you've submitted the hours in the facility's electronic timekeeping system. The status for your hours in your timekeeping documentation should show "approved" or "pending," NOT "not submitted" or "unsaved".
Example of Correct Documentation
⛔ Mistake: Your paper timecard does not show military time or AM/PM
Solutions:
This is for paper timecards ONLY:
You must differentiate your clock in/out times by tracking your time in military time OR by adding AM/PM to your time
For example, if you worked 7am-9pm but enter your time as "7:00-9:00," payroll cannot tell whether your shift started and ended in AM or PM, and only 2 hours will be entered.
What if I do not understand why Trusted rejected my time submission or how to make corrections to the time I submitted?
❗ ALL resubmissions and corrections MUST be submitted before Monday at 12pm PST or your payment could be delayed.
Rejected Time Submission
If you are unsure why your submission was rejected or how to fix it, reply to the rejection message via Inbox ASAP to ask for clarification.
To resubmit your corrected timekeeping documentation, first add your updated documentation by clicking
Add Attachments. Next, add any important notes to the "Optional Notes" section, then clickResubmit
Pay Preview Correction
If you don't understand what is needed for the correction, respond ASAP by clicking the
Contact Usbutton at the bottom of your pay preview and ask for additional clarification.To submit corrected timekeeping documentation or respond to payroll's questions, you will need to respond to your pay preview either via email or by clicking the
Contact Usbutton at the bottom of your pay preview.