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Emocha Resources

FAQs

General Questions

Why am I being asked to participate in this program?

To keep the SDJA community safe in response to the coronavirus pandemic, this program helps support students and staff in tracking any symptoms they may experience. Use of the emocha Health app will allow us to regularly monitor students and staff for symptoms and ensure anyone entering campus is symptom-free.

 

Where can I go to get more information?

emocha provides a HIPAA-secure 2-way chat so that you can reach out to our Patient Solutions team. emocha can respond to questions submitted through this chat. In addition to this FAQ page, your school will provide additional resources to support community members in enrolling in emocha. Resources and contact information for each school are also listed in the emocha app Resources tab.

 

Is this mandatory?

Yes. Using this app daily to monitor symptoms is required. After morning check-ins, users will receive a color-coded digital badge through the mobile app to indicate their status, and ensure each person entering campus is safe and healthy. The only way to be allowed access to campus is to present a badge from the mobile app that indicates a healthy status.

 

Can I use the emocha app from any mobile device?

Yes. During enrollment, the phone number associated with the account will receive the welcome text message and prompt the recipient to download the app, create a password, and log in. Those credentials can be used without any additional text enrollment from other phone numbers or devices.

 

How do I manage multiple log-ins on a single device?

If you need to set up multiple accounts on a single device—for example, if you have multiple children attending SDJA– you will select which account to log into when you open the emocha app. If you have set up a touch ID, face ID, or PIN for an account, a “Select Your Account” window will appear when you open the emocha app. Select which account you want to log into, and enter your PIN or scan your face/touch ID.

 

Technical Questions

 

I need help accessing the emocha app. What do I do?

For technical support from emocha or assistance downloading the app, please contact emocha Health directly at 858-284-4757 from 9 a.m. to 5 p.m., Monday to Friday (EST).

 

What kind of phone do I need to have?

emocha runs on the most basic types of mobile devices, including smartphones and tablets. As long as the mobile device includes a front-facing camera, the emocha mobile app will work. In terms of iPhones and Androids, emocha is designed to support iPhones iOS version 9.3 and up, and Androids version 4.1 and up.

 

Is my information secure?

emocha’s app is fully HIPAA compliant, with end-to-end data encryption. Everything on the app, including submitting a video, is private and secure. It will only be accessed by emocha’s Patient Solutions team, which is composed of public health specialists.

 

At app download, why am I being asked for permission to access camera, audio, and notifications?

When you submit your daily check-in, you will be asked if you are experiencing any symptoms. If yes, you will be asked to record a short video of yourself taking your temperature using a thermometer and stating how you are feeling. For this feature, we need access to your phone’s microphone and video capabilities. This data is automatically encrypted on your phone and securely transferred to the emocha web portal. Only authorized users will have access to your data. Notifications are used to send you daily check-in reminders. You may also receive notifications that you have unread messages.

 

I am still having trouble with the app. What can I do?

Please ensure that you have the latest version of the app downloaded. To update your app, visit the App Store or Google Play store and tap “Update.” If you are still having trouble, contact the emocha team at helpdesk@emocha.com.

 

Daily Check-ins

 

What is a check-in?

A check-in is a daily log-in to the emocha app in which you answer the questions displayed on the screen. If you take a video (for those with symptoms), please be sure to display your thermometer’s temperature reading and state your temperature reading out loud.

 

How do I change my check-in reminders?

If you are receiving reminders to check-in that say “Please remember your emocha check-in!” (SMS and/or PUSH notifications) you can change these in the Profile section of the app. These are automatically generated reminders that you can add, modify, and delete as you need.

 

When should a parent check in on behalf of a student (K-12)?

For students in the ECC through Grade 8, parents will complete check-ins on behalf of their child. Students in Grades 9 through 12 may complete their check-ins using their own device. For all other students who may not have a smartphone, parents will complete check-ins for their child.

 

What happens if I don’t check in?

If you miss the previous day’s check-in, emocha’s team will follow up with you by chat to support you in completing the check-in. You will not be granted access to campus without completing a morning check-in and presenting a badge indicating a healthy status.

 

Who reviews my videos?

Video submissions, chat questions, and other data are reviewed by emocha’s team of Outreach and Engagement Specialists. These individuals are consultants, not healthcare providers, who are trained to securely review and respond to employee data in accordance with escalation protocols and messaging approved by the employer. emocha Engagement Specialists do not make any medical decisions or medical interpretation of an employee’s data. In the event that a Participant asks a question related to their health, Engagement Specialists direct the Participant to consult with their general practitioner (or other clinical resource provided by the customer, if available). The emocha consultant responds to questions asked by Participants using secure, 2-way chat in the mobile application with educational and/or informational resources (e.g. CDC guidance).

 

What if I have symptoms that aren’t on the list?

Use the in-app chat feature to let the team know about these symptoms, and select “None” in the app. emocha’s Patient Solutions team will review and reach out to you if needed.

 

What if I don’t have a thermometer?

To participate in this program, you will need a functioning, reliable digital thermometer.

 

How do I log into emocha?

You will receive a text message from emocha that will walk you through the enrollment process. Please respond to this text message and download the app within 24 hours, as the link will expire. The emocha team will offer step-by-step instructions on the program, and our staff will be available to answer any of your questions about the app. Please visit this landing page for additional information, including an instructional video and a series of in-depth FAQs. Please note that the password setup link provided in your text message will expire after 24 hours. If your password setup link has expired, tap the “Forgot Password” link on the login screen of the app to create one and get started.

 

Why am I receiving daily check-in reminders?

After you sign up, you will receive text messages to remind you to check in at a time established by your school. Important: the check-in reminders times can be adjusted. Tap the menu icon in the top right of your app and navigate to your “Profile.” Scroll down to “Check-in reminders” to adjust both SMS and push notification check-in reminders.

 

What do I do if I’m prompted to take a video?

If you report experiencing a symptom, you will be asked to take a video through the emocha app. On the video, please be sure to show your thermometer’s temperature reading and state your temperature reading out loud. You can also use this video to let us know about any additional information concerning your symptom(s).

 

Digital Badge

 

What does the gray badge mean?

The gray badge indicates that you have not submitted your daily check-in and you should proceed to completing your check-in. You will not be granted access to campus until you complete a check-in and are given a badge indicating a healthy status.

 

How long is the badge good for?

You can find your badge expiration at the bottom of your badge screen. For security purposes, the badge also displays the current date and time. Continue checking in to continue receiving up-to-date badges within the app.

 

Where do I find the badge in the app?

You can locate the badge in the app by logging in, selecting the menu symbol in the top-right corner, and selecting “Badge” from the menu.

 

I accidentally checked in with symptoms. Can I change my badge?

If you accidentally checked in with symptoms, please contact emocha at 858-284-4757 from 9 a.m. to 5 p.m., Monday through Friday (EST) and we will help you resolve this issue.

 

I am having a technical issue with my badge. Who can I contact for help?

For technical support from emocha or assistance with your badge, please contact emocha Health directly at 858-284-4757 from 9 a.m. to 5 p.m., Monday through Friday (EST).

 

Helpful Instructional Videos

 

Getting Started With emocha

How To Set Up A Pin

 

Multiple Log-in Overview