Electronic Visit Verification

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 is transitioning 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. DMS selected Netsmart (formerly Tellus) to provide 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. If a provider wishes to integrate a system that is not listed, it will need to wait until EVV Phase II.

EVV Training

Netsmart offers weekly, 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.

Mobile Caregiver+ User Guides

Mobile Caregiver+ App User Guide and Guía del Usuario de Aplicación
Movil de Mobile Caregiver+:This guide is for paid caregivers who work for provider agencies using the Mobile Caregiver+ App.
Mobile Caregiver+ Admin User Guide and Guía del Usuario del Administrador de Mobile Caregiver+: This guide is for provider agencies using the Mobile Caregiver+ system and explains how to use the Mobile Caregiver+ Admin Console.
Mobile Caregiver+ Claims User Guide and Guía del Usuario de Mobile Caregiver+ Reclamos: This guide is for all provider agencies and explains how to use the Mobile Caregiver+ Claims Console to review, release and bill claims for EVV-affected services.
Mobile Caregiver+ IVR User Guide and Guía de Respuesta de Voz Interactiva (IVR) de Mobile Caregiver+: This guide is for paid caregivers using Mobile Caregiver+ interactive voice response for EVV.

EVV Support

EVV Frequently Asked Questions addresses the most common questions about EVV. The EVV QRG: Who to Call gives a listing of common issues and where to get 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.

Important EVV Updates

Increased Adoption of EVV: Direct service provider agencies and financial management agencies must begin increasing the use of EVV to capture the six data elements outlined in the Cures Act as soon as possible. The next steps for providers are outlined in the increased EVV adoption letter.

Tellus is Now Mobile Caregiver+: Last year, Netsmart acquired Tellus EVV. As of July 8, 2021 the Tellus EVV+ mobile app and the Tellus admin console/provider portal have become Mobile Caregiver+. The app and portal look different but work the same as ever. Read the Tellus Transition to Mobile Caregiver+ guide, the Tellus Rebranding Frequently Asked Questions, or visit the Tellus rebranding website for more information.

New Customer Support Portal Now Available: Provider agencies and FMAs can now use the new Netsmart Customer Support Portal for Mobile Caregiver+ (formerly Tellus EVV). Providers can use the portal to:

Submit a request for support and check the status of support requests.
Search an online knowledge base for answers to common questions.
Track known issues for the Mobile Caregiver+ solution.

To learn how the Customer Support Portal works, Netsmart created a recorded training for users.

EVV information and resources

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Mobile Caregiver+ Agency Registration

Register for the Mobile Caregiver+ System
Registration is for traditional provider agencies and financial management agencies (FMA) only. Paid caregivers and PDS employees using Mobile Caregiver+ are registered by their provider agency or FMA.