Access Care Planning stores user information in three distinct places. Knowing which one to use and when prevents the most common user management mistakes and avoids unnecessary support cases.
The three places user records exist
Location | Who it is for | When to use it |
Configuration > Employees | Care staff — carers, support workers, nurses, and other frontline employees who deliver care | When managing care staff profiles, branch assignments, subscriptions, and employee case files |
Configuration > Users | Anyone who needs access to the ACP web console — Tenant Admins, Branch Admins, and auto-created Evo accounts | When managing web access, user type, and account-level settings. Always check here first when looking for an account created via Evo linking |
Evo Members (in Access Evo) | Anyone with an Evo Platform identity, including users linked to one or more ACP instances | When managing Evo-side access, granting users access to ACP instances, or handling Evo-level identity and subscription management |
Configuration > Employees
Employee records contain the full profile for care staff: name, contact details, branch, subscriptions, and care-related attributes. These records are typically created in one of two ways:
Automatically via an integration with Access People Planner, MINT, or another rostering system
Manually by a Tenant Administrator or Branch Administrator
An employee record on its own does not give a user the ability to log into the ACP web console. Web console access is controlled separately in Configuration > Users.
Use Configuration > Employees to manage: employee profiles, branch assignments, subscription to services, and employee case files.
Configuration > Users
User records control web console and Evo access. They cover three types of account:
Manually created admin accounts — Tenant Administrators and Branch Administrators created directly in ACP
Auto-created Evo accounts — Records automatically generated when an Evo Administrator grants a user access to an ACP instance. These default to Carer user type with web access disabled.
Next of kin and Other User accounts — External users such as family members or commissioners who need limited access to a service user's record
Use Configuration > Users to manage: web access, user type, and account-level settings. See Managing auto-created Evo user records for guidance specific to Evo-created accounts.
Evo Members
Evo Members is the Evo Platform's view of users. An Evo Administrator manages who has access to which ACP instances from here. When access is granted, ACP auto-creates the corresponding User record.
Changes to Evo-side identity, email addresses, or subscription access must be made in Evo, not in ACP. Changes made in ACP only affect the ACP-side of the account.
Which one do I need?
A carer cannot log into the mobile app or see their visits. Check Configuration > Employees. Confirm they are subscribed to the correct service and assigned to the correct branch. Check that a device is registered and assigned to them in Configuration > Devices.
A user can see ACP in the Evo dropdown but cannot access it. Check Configuration > Users. The auto-created record likely has web access disabled and user type set to Carer. See Link Access Care Planning to Access Evo for steps.
A manager or admin cannot find their account in Employees after Evo linking. Check Configuration > Users. Auto-created Evo accounts always appear there, not in Employees.
A user needs to be added to or removed from an ACP instance. This is managed in Evo Members by an Evo Administrator. ACP does not control which instances appear in the Evo dropdown.
A user's profile details (name, contact info, branch) need updating. If they are a care staff member, update in Configuration > Employees. If they are an admin user created via Evo, update in Configuration > Users for the ACP-side details and in Evo for their Evo identity.