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​​What Is Electronic Visit Verification?

Electronic visit verification (EVV) is an electronic system providers use to record information when delivering in-home or community-based services where participants receive support with activities of daily living and/or instrumental activities of daily living. The Department for Medicaid Services has transitioned to EVV for its 1915(c) Home and Community Based Services (HCBS) waivers. The use of EVV is a requirement of the Cures Act passed by Congress in 2016.

EVV must electronically verify six aspects of service delivery: the date, location and type of service, the individual providing the service, the individual receiving the service and the start and end times of the service.

EVV offers several benefits to providers and waiver participants such as eliminating the need for paper documentation, creating flexibility in scheduling and delivering services, improved monitoring of participant health, safety and welfare and reduction in potential Medicaid fraud, waste and abuse.

Guiding Principles of EVV Phase I

DMS believes EVV Phase I should:

  • Simplify required documentation and reduce administrative burden on participants and providers.
  • Improve participant health, safety and welfare.
  • Not reduce a participant's services or alter chosen service delivery method.
  • Be developed with input from all stakeholders.
  • Include training for providers and participants.
  • Bring Kentucky into compliance with federal law.

Affected Programs

Traditional service provider agencies and financial management agencies (FMA) that bill certain in-home or community-based services must have direct service providers or participant-directed services employees enter visit information via EVV. This applies to five of Kentucky's six 1915(c) HCBS waivers: Acquired Brain Injury and Acquired Brain Injury Long Term Care, Home- and Community-Based, Michelle P. Waiver and Supports for Community Living. Read the Electronic Visit Verification - Affected Services document for a listing of services by waiver that must use EVV.

Provider EVV Options

Providers have two options for EVV. Netsmart (formerly Tellus) provides Kentucky's state-sponsored EVV system, Mobile Caregiver+. Providers who choose Netsmart can use the system free of charge.

DMS also allows providers to choose their own EVV systems or continue using their current EVV systems. Providers are responsible for all costs associated with use of third-party systems, ensuring their preferred systems meet the requirements of the Cures Act and ensuring full integration with Netsmart to allow DMS to reimburse for rendered services and conduct waiver quality assurance activities. The following third-party systems have integrated with Netsmart during EVV Phase I: Ankota, Bluestep Systems, ClearCare, Continulink/Complia, Delta Health Tech, Mains'l, Oasis Technologies, Savii Care and Therap.

EVV Training

Netsmart offers live training sessions on Mobile Caregiver+. Training topics and the intended audience are listed below.

Mobile​ Caregiver+ App

  • Audience: DSPs and PDS employees from provider agencies and FMAs using Mobile Caregiver+ to capture service visit information

Mobile Caregiver+ Administrative Console

  • Audience: EVV administrator(s) or schedulers at provider agencies and FMAs using Mobile Caregiver+

Mobile Caregiver+ Claims Console

  • Audience: EVV administrator(s) and billing staff at all provider agencies and FMAs

Live Question and Answer Sessions

  • Audience: EVV administrator(s), DSPs and PDS employees who have attended a Mobile Caregiver+ training session and have questions about the system or mobile app

Recorded Training Modules: Netsmart offers a recording of each of the modules above, a recorded module specifically for Kentucky PDS employees using the Mobile Caregiver+ app and a recorded module on the Netsmart Customer Support Portal.

Mobile Caregiver+ users can register for live training or view recordings on the Netsmart training website.

EVV Support

The EVV Frequently Asked Questions document addresses the most common questions about EVV.

A full list of EVV support resources, including where to find user guides and quick references guides, is available in the EVV QRG: Who to Call. The Who to Call includes a list of common EVV issues and who to contact for help.

If you have policy questions about 1915(c) HCBS waivers and EVV, please email the 1915(c) Waiver Help Desk or call (844) 784-5614.

If you have technical issues with Mobile Caregiver+, submit a ticket using the Netsmart Customer Support Portal​ or call Netsmart at (833) 483-5587.

You also can use the Netsmart Customer Support Portal to check the status of your ticket, track known issues for Mobile Caregiver+ and search an online knowledge base for answers to common questions. To learn more about the Customer Support Portal, review the Netsmart Customer Support Portal recorded training or user guide.


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