Electronic Visit Verification (EVV)

Free DHS EVV Solution (Fee-for-Service Only)

An EVV-subjected provider may use the free Pennsylvania Department of Human Services' (DHS) Electronic Visit Verification (EVV) system for fee-for-service visits only.  The DHS EVV system does not support capturing EVV visits to be submitted to a Managed Care Organization (MCO).

Please Note: Providers cannot require participants to have a landline or mobile phone.  It is the provider's responsibility to ensure its caregivers have the necessary equipment for EVV.

For general information about the requirement for Electronic Visit Verification (EVV), visit the DHS EVV Home Page. The section below will provide more information on how providers can set up their free DHS EVV Provider Portal to log fee-for-service EVV visits.

DHS EVV Administrator Training and Provider Portal Configuration

Providers electing to use the DHS EVV system for their fee-for-service programs will need to complete the following:

  1. Mandatory DHS EVV System Provider Training
    This is a free, online, self-paced training that must be completed by all DHS EVV System Administrators. To register your system administrator will need your Provider Medicaid ID (i.e., 9-digit MPI). All registration information will be verified prior to the training.
  2. After your EVV System Administrator completes the DHS EVV Provider Training, Sandata will email your provider's EVV System Administrator your provider's Welcome Kit within 3 business days of the training completion. Be sure to check Junk/Spam folders.

    When the Welcome Kit email is sent by Sandata, the recipient will have 10 calendar days to open the email.
    Once opened, the recipient will have 10 minutes to access the code to open the secure contents.
    If your Welcome Kit has expired, a request to resend the Welcome Kit should be sent to the Provider Assistance Center (PAC) at (800) 248-2152 (Option 1 for EVV) or papac1@gainwelltechnologies.com.
    Welcome Kit Contents:
    • Provider's login credentials to set up your provider's account
    • Two Provider Agency-Specific Call Reference Guides containing Santrax toll-free number(s)
      • Note: New accounts may be provisioned with only a single multi-function toll free number
    • Step-by-step instructions for direct care workers on clocking in and out using Telephonic Visit Verification (TVV) when using a landline
  3. The provider's EVV System Administrator must create employee user accounts for all your provider's EVV user accounts including administrative staff, who will view and manage EVV data, and direct care workers.

  4. Sign up for Sandata On-Demand to access training materials to prepare your provider's internal staff training on the DHS EVV System. Sandata On-Demand serves as Sandata's customer care portal, which is also used to generate and track Sandata EVV support tickets and includes a Video Library and Sandata EVV Release Notes
  5. It is the provider's responsibility to train staff and provide technical assistance to employees having difficulty using EVV.
    Important Note: Do not enter training data or dummy data in the DHS EVV system.

    Training Resources
  6. (Optional): Create schedules for direct care workers.
    The Scheduling submodule is an optional (not needed to bill) feature in the DHS EVV System which allows agencies to give direct care workers with their upcoming visit schedule in the Sandata Mobile Connect (SMC) mobile app. 
    • Allow providers to assign caregiver work in advance
    • The SMC mobile app can allow direct care workers to select from their available schedule, simplifying their visit entry at the point of care.
    • By using the optional Scheduling submodule, the provider administrative staff can be proactively alerted to missed or late service visits.
    • The DHS EVV System can limit or inform agencies when scheduling visits outside of authorization limits - allows measuring of utilization.
    • Enforce adherence to the authorization at the point of scheduling (not after the service has been delivered).
    • This may be beneficial for providers which do not currently have a separate scheduling system.
  7. After staff have been trained, direct care workers should begin logging EVV visits using the SMC mobile app (or TVV with a landline).

    DHS EVV System References 
  8. Provider administrative staff should resolve visit exceptions and verify EVV data for accuracy.  EVV visits should not be edited to match a schedule. Visits with incorrect or missing information may be edited. Providers need to review their Remittance Advice to monitor claims to identify issues that need to be addressed.

    Validation Resources

DHS EVV Contact Information

For questions on EVV Policy or the PA-DHS EVV Program please email: RA-PWEVVNOTICE@pa.gov

DHS EVV Support Contacts

For questions on the DHS EVV Solution (e.g., training registration, functionality, troubleshooting, account assistance), report an issue using the DHS EVV System, Welcome Kit reissuance, contact:

EVV Tier I Support: Provider Assistance Center (PAC)

Phone: (800) 248-2152 (Option 1 for EVV)

Email: papac1@gainwelltechnologies.com

Note: When opening a support ticket, please provide the following information in your ticket request:

  1. Your Agency Name and STX number or Agency Medicaid ID
  2. Contact Phone Number
  3. A description of the issue (provide screenshots or other evidence, if available)
  4. How or where the issue is occurring? (DHS Aggregator, DHS Sandata EVV, Mobile app, etc.)
  5. Dates and Times, if relevant to the issue
  6. Impact Level to your agency
  7. What is your desired outcome

To escalate an existing EVV support ticket to PA-DHS, contact: Email: RA-PWEVVISSUES@pa.gov

PA-DHS EVV Claims Resolution Contacts

  • ODP Claims Resolution
  • OLTL Claims Resolution
  • OMAP Claims Resolution
    • Phone: (800) 537-8862 (Option 2, Then Option 5, Then Option 1)

Provider DHS EVV System Access Sites

DHS EVV System Technology Overview

DHS has subcontracted with Sandata Technologies for the DHS EVV System. The DHS EVV System utilizes three EVV technologies: mobile visit verification (MVV), telephonic visit verification (TVV), and Provider Portal.

Mobile Visit Verification (MVV) via Sandata Mobile Connect™

  • A GPS-enabled mobile app downloaded on a smartphone or tablet from the Google Play Store (Android) or Apple Store (iOS).
  • Collects location when a caregiver clocks-in/clocks-out (not continual location tracking).
  • Caregivers log in with unique email address.
  • Available in English, Spanish, Portuguese, Arabic (Egyptian), Chinese (Mandarin), Russian, French, Nepali, Hindi, Vietnamese, Swahili, Serbian, and Fulani
  • The Department does not provide technology to utilize the SMC app.
  • The DHS EVV Solution application will work in rural areas or telephony can be used.
    • The SMC app will automatically switch to Offline Mode when smartphone or tablet is not connected to a network or has a week signal.
    • EVV data will be saved for a later transmission when the caregiver logs-in and network connectivity (cellular or Wi-Fi) is established.

Telephonic Visit Verification (TVV)

  • TVV should only be used when dialing from a landline associated with recipient's record in the EVV system.
  • Each provider ID has two toll-free, multi-language numbers that will be provided by Sandata upon receiving credentials.
    • Note: Newer or re-established accounts may only receive a single toll-free number to use.
  • Both numbers are accessible 24 hours a day, 7 days a week.
  • Individuals are identified by Sandata Client ID.
  • Direct care workers are identified by Sandata ID.
  • Available in English, Spanish, Portuguese, Arabic (Egyptian), Chinese (Mandarin), Russian, French, Nepali, Hindi, Vietnamese, Swahili, Serbian, and Fulani

DHS EVV Provider Portal

  • Used by the provider's administrative staff to view visits and perform visit maintenance, resolve visit exceptions and errors, submit exceptional manual visits, and complete administrative tasks (e.g., security access management, running reports).

DHS EVV System Security Tips

  • Please ensure you are receiving notification and changing your password ahead of time to avoid lockout of the administrative account. 
  • Please assign more than one person to be your provider's Security Administrator.
  • The DHS EVV System passwords expire every 60 days.  
  • All new passwords must be unique. Users are unable to re-use any of the past 24 passwords. 
  • After five (5) "unsuccessful login" attempts in 15 minutes by a caregiver on the SMC app, a user will be locked out of the app.
  • DHS recommends upon four (4) unsuccessful attempts to log into SMC app, caregivers reset their password using Reset Password self-service to avoid lockout.  
  • SMC app passwords are required to be minimum of twelve (12) characters.
  • Employee Module Password Reset for SMC App 
    • Administrators' unsuccessful attempts at supplying temporary password for a locked SMC users 
    • Please try the following before calling PAC Support:
      • Use the "search" feature under the Employee Module to query your list of Employees 
      • Select the Pencil to edit the Employee. 
      • Deselect the Mobile user checkbox (found under Hire date), then select Save & Close.
      • Please wait 10 minutes prior to editing the same Employee (wait time is important)
      • Edit the Employee using the Pencil and reselect Mobile User checkbox, then Save & Close. 
      • Wait 10 minutes before executing the temporary password reset.