Understanding VPASS Scores

Modified on: Mon, 12 Jan, 2026 at 2:00 PM

Question

How is the VPASS score calculated?
Why is my VPASS score this number?
How to reset VPASS score?
What is VPASS vs VPASS-P?
What are the VPASS exceptions?

Overview

Disclaimer

TPA and franchise members receive separate scores: VPASS-P for ADMIN-generated Program Compliance Tasks, and Local VPASS for tasks managed through the local Work Flow Builder. For questions regarding your VPASS-P score, please contact your franchise or TPA.

VPASS (Value Progression Adjusted Sigma Score) uses Six Sigma principles to track performance, weighting critical needs and adjusting for degrees of failure. While scores never reset, nightly updates offer a fresh start for improvement every morning.

VPASS Calculations

VPASS compares on-time task completion against late metrics. Your score increases with consistent on-time performance, while late tasks incur penalties weighted by both priority level and duration of lateness.

Lateness

See this article for more information about pausing compliance tasks - Pausing a Compliance Task

Level 1 Lateness occurs when a task is completed within the first 20% of its original timeframe past the deadline. For example, a 1-hour task is Level 1 if finished within 12 minutes of becoming late.
Level 2 Lateness applies to tasks completed between 20% and 45% past the deadline. For a 1-hour task, this covers the window from 12 to 27 minutes late.
Level 3 Lateness applies to tasks completed between 45% and 75% past the deadline. For a 1-hour task, this represents the window between 27 and 45 minutes late.
Level 4 Lateness applies to tasks completed more than 75% past the deadline. For a 1-hour task, this represents any completion occurring 45 minutes or more after it was due.

Priority

Task Priority is determined by Program Requirement settings (Standard or Client). There are four priority levels; higher levels result in steeper score penalties for the provider.

The priorities are as follows, and each holds an increasing value in penalization: Low, Medium, High, and Critical.

Example: A 4-hour "High" priority task completed 80 minutes late is classified as Level 2 High. This carries a heavier penalty than Level 2 Medium or Low, but is less severe than Level 2 Critical.

Exceptions

There are two types of exceptions that will now be tracked for compliance metrics:

Exceptions for Late Service Standards: Applied when a task is delayed for a valid reason but still requires completion (e.g., a customer requests a later appointment).
Exceptions for Invalid Service Standards: Applied when a task is no longer necessary or applicable (e.g., a claim is reassigned to another contractor mid-process).

See this manual for more information about VPASS - VPASS Manual