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DPSS mobile app FAQs

Below are some frequently asked questions about using the DPSS mobile app. If you want to know more about using the app, you can use our guide for employers (service users) or use our guide for employees (personal assistants).

Can everyone use the app?

No. It's for Norfolk County Council service users who receive a direct payment for their care support package and their personal assistants.

How do I access the app?

The app is available on all Apple and Android devices. You can use either the App store or Play store to search for “DPSS Payroll” and download. Once downloaded be sure to email dpss.app@norfolk.gov.uk to get signed up.

Do I have to pay to get the app?

No. We offer the app free to our service users and their personal assistants.

Do I have to submit my timesheets via the app?

No, it's not mandatory for everyone. We're looking at ways to move forward with technology and support our service users better. Although quick and easy to use, we appreciate that not everyone will want to move to the mobile app.

Can I use it on my own – without a service user or personal assistant?

The app will only work if both the service user and their personal assistant use it.

What if only one of my personal assistants agrees to use the app?

If you have more than one personal assistant, you can use the app for one and a paper timesheet for the other.

How do I know what I’ve claimed or approved?

If you're a personal assistant, you can select the day you worked to see if you sent a claim and if your employer has approved it. To view a full month’s hours, email our payroll team (dpsspayroll@norfolk.gov.uk) for confirmation.

If you're a service user, you can review a total of all hours that you have approved using the Approved Hours Summary. This will show you all the hours you have approved in a month for all your personal assistants together.

Is there any training information for using the app?

When you receive your login credentials, we'll provide you with guidance notes and training information. We also have an online guide for employers (service users) and an online guide for employees (personal assistants). These include videos with subtitles, voiceover and BSL instructions.

If I'm employed by two (or more) different service users, how will this work on the app?

If you're working for more than one employer, you'll need to login using different credentials. We link your login to each employer and his or her name will show.

Therefore, once you have logged in the app, make sure you check the name of your employer before submitting your hours.

Do I have to submit my hours monthly?

We recommend you claim your hours each day. This way it's fresh in the mind and you can work it out with your employer.

For an employer it's also easier to approve a single transaction each day rather than a full month in one go.

When should I have my hours submitted by?

We approve your hours by the submission deadline of the 1st of each month.

When do I have to sign up by?

There's no end date to the signup. We can set up a user in a day as long as you provide us all the information necessary.

If you want to register with the app, email dpss.app@norfolk.gov.uk and we'll give you all the information you need.

If I change my mind about the app, can I go back to paper or email?

If you sign up for the app, but later feel it's not right for you, email dpss.app@norfolk.gov.uk. We'll make sure we get you back to the way of submitting timesheets that is more convenient for you.

Can I change my user name?

You cannot change your user name. It's your unique identification connected to your personal payroll service.

Who should I contact if I forget my password and cannot access the app?

If you forget your password, email dpss.app@norfolk.gov.uk and let us know. We'll reset your password and provide you with a new temporary one, so you can access the app. Remember to reset this password after you log in.

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