Service Facilitator Quarterly Newsletter

REMINDER: Please send your questions to VAReferrals@memberdirectcare.com. You will receive a response within 24 business hours.

Monthly Trainings

Consumer Direct Care Network Virginia (CDVA) will be posting a schedule for monthly trainings soon! Be on the lookout for the schedule on our website and on our Training Schedule. We will also be sure to send out an e-blast with more details on dates and times once they are available.

Monthly Friendly Reminders

CDVA has continued to provide monthly Friendly Reminders on our website at Service Facilitator Quick Facts - Member Direct Care Network Virginia to assist with keeping you updated on information and changes. Here are a few highlighted topics from the last quarter:

• Don’t forget to check your members’ authorizations!
  
  • As a reminder, all members must have an active authorization for the attendant to be able to submit time. All requests for authorization should be submitted to the member’s insurance. It is recommended that the request be sent at least 30 days before the end of the current authorization period to ensure there is no gaps in coverage.
• Don’t forget to check your member’s eligibility status!
  • All members’ eligibility must be current for the attendants to be able to submit time. If you have questions about the member’s eligibility, you can contact their local Department of Social Services to ensure it is up to date. It is recommended that you do this periodically to ensure there are no gaps in coverage.
• Top 5 EVV Compliance Questions!
  

  • Over the last several weeks, CDCN has received several questions pertaining to EVV compliance. Here are a few of the most frequently asked questions!

    Q: If an attendant submits a non-compliant shift, will they be paid?

    A: The attendant will continue to be paid even if they submit a non-compliant shift.

    Q: The attendant has submitted all their shifts using the CareAttend app. Why are they receiving the EVV non-compliant communications?

    A: If the attendant has made any adjustments to the shift, whether in CareAttend or the Web Portal, the shift is non-compliant, and they will receive the EVV non-compliant communications.

    Q: If the attendant does not have access to Wi-Fi during their shift, can they still use the CareAttend app?

    A: YES! An internet connection is not needed to clock in and out using CareAttend. HOWEVER, they will need an internet connection to submit the time to the EOR.

    Q: If the EOR approves the attendant’s shift late, will the shift be considered non-compliant?

    A: No. The EOR’s approval of the shift does not affect the compliance of the shift.

    Q: Does the attendant have to have the GPS feature enabled on their device to use the CareAttend app?

    A: Yes. The attendant will not be able to clock in and out without the GPS feature being enabled.

• What is a non-EVV compliant shift?
  
  • Here are a few examples of shift that are considered non-compliant:
    - Non-live in attendants submitting time on the web portal. 
    - Non-live in attendants submitting time in the CareAttend app but later adjusting the shift.
    - Non-live in attendants adjusting a shift in the web portal or the CareAttend app. 
    - Non-live in attendants submitting shifts in the CareAttend app, but not in real time.
• Do you know the different types of Fiscal Agent Request Forms?
  
  • The 5 different types of FARFs are listed below. FARF types 1-4 can prevent the client/EOR packet from being processed if completed incorrectly:
    1. Is the individual new to member directed services? If the “yes” box is checked, it means the individual is new to the member direction program and has never received services before. A new member packet will need to be submitted as well.
    2. Existing Member transition to CDCN from a different Fiscal Employer Agency (FEA). If this box is checked on the FARF, we will need a transition packet as well. We will request transition data from the previous FEA. The attendant packets cannot be processed until the transition data is received. If this box is checked in error, it could delay the enrollment process.
    3. Existing Member changing their Employer of Record. If this box is checked, we will need a new client/EOR packet including the Employer of Record Change Attestation Form. If the packet is not submitted, the EOR change will be delayed.
    4. Existing Member-Loss of Eligibility. This means the member either has not used member direction services in over 13 months, or the member had a brief lapse in Medicaid eligibility. If this box is checked, we will need a new member packet.
    5. Existing Member changing their Service Facilitator. This means the member was previously receiving services with a different service facilitator agency and has now transferred to yours. A new member packet is not needed. 

    *PLEASE NOTE* If multiple scenarios apply, (i.e. Member is transitioning from another FEA AND changing EORs), one FARF can be submitted with more than one box checked.

DirectMyCare Web Portal Looks Different!

The newest updates to the DirectMyCare Web Portal make the site more mobile-friendly for you. The layout has been redesigned to make it easier for attendants and EORs to navigate DirectMyCare while on their mobile device. Additional training materials on the changes will be available on the CDVA website soon!

CDVA Contact Information

Email: InfoCDVA@ConsumerDirectCare.com

Website: ConsumerDirectVA.com

Customer Service Center Hours

Monday - Friday: 8am - 6pm

Saturday: 9am - 1pm